Errors, Outages, and Lousy Customer Service

For the 3rd time in the past 6 mos. my cable tv has gone out during a thunderstorm. You cable companies have no room to brag about your reliability or joke about how satellite tv goes out when it rains! I called customer service & tried several options but couldn't get through to a human being. All I kept hearing was a recording saying, "We're working to restore service . . . . please check back in 24hrs." 24 HOURS! GOOD GRIEF, what's the problem? My mother, who lives just a couple of miles away, still has her cable service. The recording also said I could use my PC or smartphone to check for updates. Thanks. I guess it's a good thing I don't have Comcast internet huh? I'm really sick of this. I just spent over a week trying to get my ON DEMAND service to work. I was repeatedly getting error messages and the service did not function at all. After 3 phone calls and the usual rigamarole, the last agent said she would have to send a technician to my home to find the problem (while she also tried to sell me a repair insurance policy). The tech. arrived promptly and was very nice. We checked the tv and the ON DEMAND service mysteriously started functioning normally -- no error messages. The tech. then told me that a "node" in my area had been down for some time and was being repaired. There was nothing for him to do, so he left. I paid for service I wasn't getting for more than a week, talked to 3 different people, spent God knows how much time looking for the problem, trying to explain it and fix it, and brought a technician out to my home, only to find out that the company already knew what was wrong, but didn't tell me. How STUUUPIDDD is that? Sounds pretty stupid to me, not to mention a waste of time. Of course, it's possible they didn't know or no one bothered to check(which is just as bad). And I'm supposed to believe "Comcast Cares"? Yeah, right . . . . I'm tired of waiting for you guys to improve. I have come to the conclusion that you never will. Since the rates on my bill just went up, I doubt Comcast will offer to give me credit for the outages. The American public needs to wake up and demand better. We spend hundreds of dollars for television service, but we still have to watch commercials, we pay for channels we don't want, and have to deal with bad reception and outages. Internet providers have similar issues and the rates for both continue to increase. Is the product you get really as good as the price makes it seem? We are being ripped off, and the big media companies are laughing all the way to bank because we let them do it.

baz123 wrote:
For the 3rd time in the past 6 mos. my cable tv has gone out during a thunderstorm. You cable companies have no room to brag about your reliability or joke about how satellite tv goes out when it rains! I called customer service & tried several options but couldn't get through to a human being. All I kept hearing was a recording saying, "We're working to restore service . . . . please check back in 24hrs." 24 HOURS! GOOD GRIEF, what's the problem? My mother, who lives just a couple of miles away, still has her cable service. The recording also said I could use my PC or smartphone to check for updates. Thanks. I guess it's a good thing I don't have Comcast internet huh?
I'm really sick of this. I just spent over a week trying to get my ON DEMAND service to work. I was repeatedly getting error messages and the service did not function at all. After 3 phone calls and the usual rigamarole, the last agent said she would have to send a technician to my home to find the problem (while she also tried to sell me a repair insurance policy). The tech. arrived promptly and was very nice. We checked the tv and the ON DEMAND service mysteriously started functioning normally -- no error messages. The tech. then told me that a "node" in my area had been down for some time and was being repaired. There was nothing for him to do, so he left. I paid for service I wasn't getting for more than a week, talked to 3 different people, spent God knows how much time looking for the problem, trying to explain it and fix it, and brought a technician out to my home, only to find out that the company already knew what was wrong, but didn't tell me. How STUUUPIDDD is that? Sounds pretty stupid to me, not to mention a waste of time. Of course, it's possible they didn't know or no one bothered to check
(which is just as bad).
And I'm supposed to believe "Comcast Cares"? Yeah, right . . . . I'm tired of waiting for you guys to improve. I have come to the conclusion that you never will.
Since the rates on my bill just went up, I doubt Comcast will offer to give me credit for the outages. The American public needs to wake up and demand better. We spend hundreds of dollars for television service, but we still have to watch commercials, we pay for channels we don't want, and have to deal with bad reception and outages. Internet providers have similar issues and the rates for both continue to increase. Is the product you get really as good as the price makes it seem? We are being ripped off, and the big media companies are laughing all the way to bank because we let them do it.
I was able to see the repeated issues on the area and a credit was submitted for this. Can you send me a private message? We do see several options to lower your bill but it might required a downgrade from your current services. -FC

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Extremely slow broadband and lousy customer servic...

I have just changed to BT and boy I wish I hadn't. After 10 days for it to "come up to speed" it didn't (download speed of 120 Kbps). I have fitted an accelerator which didn't make any difference and it has taken 3 phone calls of about half an hour each duration for someone who I barely understood telling me that I had fault. I knew I had a fault as I was told 3 times. The customer support team who was told would call me back at a specific time didn't and now I have been told that an engineer will come out in a weeks time to solve all my problems - if only. BT, I am totally disappointed with your service and wish I had never changed as talk talk who was originally with was very fast. Is there a cool off period where you can cancel the service?

there is no cool off period - you need to cancel before service is provided.
if yyou would like some help/suggestions can you post the adsl stats from your router may need to 'show detail' to get all stats (if hub enter 192.168.1.254 in your browser and navigate to adsl or use a-z, if netgear enter 192.168.0.1) and run btspeedtester http://speedtester.bt.com and post the results.
are you connected to the NTE5 master or test socket or somewhere else? Do you have any phone extension sockets in your home?
Someone may then be able to offer help/assistance/suggestions to your problem
If you like a post, or want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side of the post.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Picked the "try" button for Photoshop and got an error "update failed" contact customer service (49) What do i need to do?

Picked the "try" button for Photoshop and got an error "update failed" contact customer service (49) What do i need to do?

Troyb50915784 for information on how to resolve Error 49 please see Error downloading and installing Creative Cloud application. You are welcome to update this discussion if you have any questions regarding the steps listed within the discussion.

Lousy Customer Service DSL experiences

I'm curious if any one else is experiencing lousy customer service when encountering problems with Verizon DSL? My wireless router appears to have quick working, I called Verizon tech support . They insist it must be the lines. Have waited over 3 days for an appointment with a person to come to the house. So, what I don't understand is when I had trouble with my Comcast Cable, they tested over the phone, and okay me to come to the local Comcast office to exchange the box. I specifically asked to exchange router, and was told to wait.
Is this customer service incident the same as yours?
Sorry if I repeated a similar post, didn't have time to search.

Well to be honest. it sounds like they are doing the right thing by having someone come out. While it could be your modem. It could be the line just as easily. You can ping your router/modem. but cannot ping the internet. So the problem is either the modem connection to the dsl (possible bad modem) or a problem on the line. If they think its the line, then you have a good chance of that being the issue. Most of the time its hard to get them to come out, so if they offer to come out to check the line. that is a bonus.
====================================================================================
Error exists between keyboard and chair.

Not getting updates and horrible customer service

I ordered service on 3/26 for 3-bureau monitoring service and received my report and scores. Since then, I've had 2 major things happen to my credit reports. A 90% UTI credit card (nearly 4k) was paid off, and posted to all 3 of my credit reports as $0 balance, and a collection has fallen off of my Transunion report. I have confirmed on all of reports that the events took place through fresh credit pulls from other means. I call up today to find out why my I'm not being alerted to the changes and the customer service agent said that she doesn't know when alerts are suppose to happen. She then said I don't get them right away and I have to wait a few days for them to pop up, and I have to wait until the credit bureaus send the information to myFico before I'm alerted and it could take days. This doesn't make sense, the point of alerts is to notify me immediately when a change occurs so that I can take corrective action if something's wrong with my report and to keep up with my scores. This is the way it worked when I paid for SW a couple years ago. I purchased this so as I apply for some loans with HPs and pay off my bills I can keep track of my score and be notified when the HPs happen and keep an eye out for identity theft. Obviously according the customer service agent, this is not how the system works, so I'm lost at why I would pay $25/mo for the service. Additionally, the customer service agent was rude and unprofessional, has no clue how the system works, and is a detriment to your company. I cancelled my account, and she made it well known that she was perfectly fine with that. Apparently, you guys don't want my business.

Hello amc926
Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you.
Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions.
To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".
Please keep all correspondence regarding your issue in the private support portal.

What shall i do? I've done restoring my iphone 3gs and still stuck on cannot activate and contact customer service.

I've done restoring my iphone 3gs and still stuck on cannot activate and contact customer service. What shall i do? any help please.

99.9% of the time, the cause of this issue is the fact the phone was jailbroken/hacked to unlock it for use on networks other than the network the phone was originally locked to. Apple maintains a database of officially unlocked iPhones, and when Apple's servers detect phones such as yours, activation stops & you get the message you got.
So, either get a sim card from the carrier your phone was originally locked to, or get it officially unlocked, if you want to activate it. Because it appears that it was not officially unlocked.

How long does it take for a cancellation fee to process? I just cancelled today and the customer service agent say the cancellation payment went through, but i see no charge on my credit card. On the website it say my cancellation is effective in march 16

How long does it take for a cancellation fee to process? I just cancelled my annual subscription to adobe audition today and the customer service agent say the cancellation payment went through of $74.90, but i see no charge on my credit card. On the website it says my cancellation is effective in march 16, 2015. So when will i be charged?

Hi ,
I'm very sorry to hear of the problems you have had moving to pay as you go.
Please can you give customer service a call and ask to speak to the pay monthly retentions team who will be able to fix this issue for you.
Click here for contact details.
Thanks
James

Wifi not working again and poor customer service

VERIZON IS THE ABSOLUTE WORST!!There is no good way to put it.Their products seldom work and their customer service is by the worst for any company that I have ever dealt with.They have to be embarrassed with their customer service, but clearly they are not since nothing changes. My internet is out non-stop and every time that I call them it takes around 1 hour to get through. The last phone call that I made (last Monday June 22nd) took 1 hour and 15 minutes before I got through.That is a disgrace and a complete slap in the face to your customers.They never fix the issue. They just put a band aid on it.They said they would send me out a new router that would arrive on Wednesday June 24th. Here I am one week later and we still don’t have a router. I told my wife this would happen. Verizon is so incompetent that it’s easy to predict their next mishap.You would think they would offer to credit my account for the amount of days that I don’t have internet service but that would actually only happen with companies that care about their customers.I know I am just venting to no one, but I would rather vent her than call and sit on hold for an hour before speaking to someone to vent to.I am just counting down the days until my contract is up.I thought Comcast was bad, but they are superior to the garbage service and product that Verizon provide. Bob P.

For the wireless issue, I point to http://forums.verizon.com/t5/FiOS-Internet/Why-your-Wi-Fi-is-slow/td-p/534451 Note what is said there, also applies to why the wireless is not working - not just why if the wireless is up it is slow.

Registration Woes and Frustrating Customer Service

Will be moving into a new house soon, so I went ahead and ordered FIOS service. After getting the order confirmation, I go to register for MyVerizon, where I'm told the following: Would you like to use an Existing Verizon Wireless User ID?If you have an existing Verizon Wireless account, you can use your existing User ID or Mobile Number to manage Residential and Wireless Services online. We may also use contact information from either account to send you important account related notices. Great! Having one login instead of two sounds like a good idea. Try to login using my wireless ID when I'm prompted, and I'm told it's already taken/invalid. Strange. I finally figure out that it's probably because I had FIOS a few years ago with that same login. So I wind up talking to customer service a bunch of different times: Call the registration help number. I'm told it's a customer service issue. Transferred.Talk to customer service, told it has to be escalated to a specialist. Transferred.After transfer, I'm told a manager can deactivate or change the old account so I can then use it again to keep wireless/residential together. Great! I'm put on hold for an hour and figure I was forgotten about, so I hang up and try customer service again.This time, the customer service rep, after loudly yawning into the phone a number of times and acting completely disinterested, tells me it's a registration help issue, and tries to transfer me back to the people I originally talk to in 1 above. She hangs up on me instead.I call back the the registration help line anyway, and am told that I can't use the wireless login ID at all, contradicting what I was told in 3 and what their very website says during registration. I decide to thank her for her time and try again to get someone else.This time I try chat. I'm told, just like in 5, that I can't use the wireless ID. When I point out the "would you like to use an existing Verizon Wireless User ID" bit from above, she then corrects herself by saying I can use the ID, but not the password. What?At this point I gave up completely and just registered using a different username, lacking any confidence whatsoever in finding someone who knows what they're talking about (except for the guy in 3, he knew, but forgot about me).

Just want to make sure you are on the correct page. You should have started on activate.verizon.net. Do not use the register at the top of verizon page. If you cannot enter the credentials there and get in, skip that section. Getting help will be impossible. FIOS rep cant see or verify your Wireless creds. Once service is installed you will not be able to get onto internet until you complete the terms of service which is on the same page. You may want to create a new user name. You may be able to get back your old Verizon user name, but the name on both accounts must be the same and you need the account number from old service.

Cracked TV, a UPS claim, and an unusable protection plan--and poor customer service

Best Buy has some serious issues with customer service. I recently tried to exchange/return/fix a 46-inch smart TV my father purchased from BestBuy.com. It came damaged. Immediately upon walking in and asking to exchange our damaged TV, the three customer service team members took the television from us and whisked it off behind the scenes. They did not tell us what they were doing, nor did they tell us they had called in a supervisor. The supervisor (at least I presume she was the supervisor because she did not introduce herself or state why she was there) came over and said “So what’s your “story” behind the damage to the TV?” I stared blankly at her because it felt like she was accusing me of something, and she repeated, “Tell me what happened when you opened it?” I explained that because the TV arrived four days early, we didn’t have a place for it right away and we put it in an office where it would be safe. We opened it a few days later. Yes, we had assembled it, because we opened the TV with the screen away from us and assembled the base from behind. It was only when we turned the TV around that we saw the cracked screen and the shards of plastic on the floor. Then we dissembled it and put everything back in the box to take to Best Buy. Yes, we noticed some damage to the box, but it looked minor. The supervisor told me that it looked like the TV was damaged when it was installed. I told her we did not drop, kick, or otherwise damage the television. We were incredibly careful, because it was a gift and very expensive. She said the damage must have been done in transit then. Best Buy was not responsible. All they could do was put in a claim for UPS. I asked about the Geek Squad protection purchased with the TV and was told that only counted for software. I pointed out that Best Buy’s website clearly states that the stores accept returns from BestBuy.com and that Best Buy also accepts damaged returns. She didn’t reply to that, just said she was sorry and left. I work in customer service. I know people can be dishonest and are always trying to get as much as the can for very little. I also know that regardless whether the customer is right or wrong, he/she should always be treated respectfully. I do not feel I was treated with respect. I felt like a criminal from the moment the team took my TV from me. The supervisor practically accused me of lying and did not seem to listen to my explanation. She did not even stay to see the transaction through, but left (the store was fairly empty at this time) and I had to wait, twiddling my thumbs, while two other customer service members took another fifteen minutes to set up my claim with UPS. Neither one spoke or looked at me during this process. Now, I have a $500 television set with a large crack in the screen, a claim with UPS that may take weeks to resolve, a 5-year $100 protection plan on a TV I won’t ever be able to use, and a lingering bad taste about Best Buy. I have never walked out of a store feeling as small as this experience made me feel. The sad thing is that I had planned on purchasing more items from Best Buy over the next couple of months. Rest assured, they will be purchased elsewhere. The only person who smiled or wished me a good day upon exit was the guard at the door. I will not be returning to this or any Best Buy store.

Hello eab64 –
It is regrettable that you had such a poor experience when you brought your father’s TV into our store, and for that I am truly sorry. The way the customer service associates and supervisor treated you was unacceptable. We in no way want you to feel like a criminal, or feel like you’re being accused of wrong doing when all you’re trying to do is get your product fixed. It is also clear many of the actions taken in the store may not have been clearly communicated to you.
It is standard procedure for damaged or defective TV’s brought in store to be taken in back where they can be setup and our customer service associates can perform an assessment. This should have been clearly communicated to you. Once any damage or defect was assessed, ideally the supervisor should have approached you with a solution, and not accusations.
The store did offer you the correct solution in the end, regrettably this too sounds like it was not communicated as well as it should have been. Our Return and Exchange Promise does not allow the return of damaged products, and the Geek Squad Protection (GSP) plan for televisions does not cover damage to the panel beyond burnt our pixels and image burn in. Because this damage occurred during shipping, a claim with UPS is the correct course of action. UPS claims can usually take up to 8 business days, and I am sorry we are unable to offer you a more immediate solution.
Please feel free to reach out to me if you have any additional questions or concerns.
Sincerely,

Submitted an application for Photoshop CS6 student edition and the page sent me to a 404 Error so I tried Customer Service and it says chat unavailable right now, how do I know if my submission form got sent?

This is my first purchase from Adobe and it's a bit worrying having this happen.
I feel left in the dark right now and after paying $200 for this software it's kind of annoying not knowing if my application was received.

Unfortunately, only Adobe customer service can assist you with your issue. These are user forums; you are not addressing Adobe here.
Click on the link below, and after that click on "Still need Help? Contact us."
Then on the next page, click Chat
There is also a phone option. 1 (800) 833-6687
http://helpx.adobe.com/contact.html?step=PHXS_downloading-installing-setting-up_licensing- activation

Lousy customer service and management experience at BestBuy, Reston, VA

We (myself and my wife) had one of the worst shopping experience of this year at BestBuy in Reston, Virginia yesterday. I wouldn't be writing if the manager (Jeff) had shown any interest or willingness to show he would be doing anything about it.
I placed an order of a laptop through BestBuy.com to be delivered at the store. We went to the store to pick up the computer where I handed my driver's license to customer support girl ( ). She asked me for the credit card that I'd paid with and I gave her the only American Express I had on hand. She said this is not the same so I asked if I can pay with another credit card? She got her what looked like supervisor (Tiffany) to help change the credit cards. I took an opportunity to tell her that this sounds like a flaw in your system and it is absolutely not your fault but your management needs to know that checking my ID should be enough to use the original credit card transaction if you are worried about internet fraud. She said no we sent you an email that says you must bring the original credit card. I said "exactly, but your corporate policy is what I am talking about". She returned my credit card and we went to the mobile counter where a nice told us that they do not deal in T-Mobile but T-Mobile has a store right outside. So we walked outside. As we reached there, the first thing they asked us was my driver's license. And I realized that I never got it back from the customer service girls. My wife walked back and she felt the girls were rude so she asked the manager who was calm but not too helpful. My wife came back to T-Mobile store. I told T-Mobile manager that I've just lost my ID at BestBuy and they still found a way to help create my account. I came back to talk to the BestBuy manager (Jeff) who was very calm and smiling but was absolutely not willing to listen or help. I had to force him to take my phone number just in case they find the license in trash or with the nice girls. He totally supported the employees where he should be supporting customers. I would be wasting 2 hours of work (over $280) and $25 fee at DMV just because these teen ager were unhappy or felt they own the place. This totally unfair. BestBuy is becoming too monopolistic and it may be following K-Mart's foot steps. Please, help customers by hiring polite folks and managers should be more responsible to customers. This Jeff guy needs training.

Hello ghayur,
I was very disappointed to read of your experience at the Reston store. We strive to provide a superior experience and I apologize for our store representatives and managers having disappointed you.
While I am very grateful for the feedback you provided on store pickup of BestBuy.com orders, for security purposes we do require that an ID and the credit card used for the purchase be presented at the time of pickup. I regret that, even though we sent you an email including these instructions, we didn't reach you with this information before your store visit.
I'm not sure that I understand fully what happened with the drivers license issue however. You said that Jeff "was absolutely not willing to listen or help" and "totally supported the employees," but I'm not sure to what you reference exactly. If you would care to share more details, I would be grateful.
Thank you for writing to us with your concerns.
Sincerely,
John|Social Media Specialist | Best Buy® Corporate
Private Message

Internet Service drops for days and Useless Customer Service

Does anyone know how to get through Verizon's shield of 'customer service' and actually get a problem resolved? There's no means of direct access that I have found that can get past the technical support gate keepers to anyone with enough authority to think outside the script or actually look at a customers history and recognize something is wrong.
I have had DSL/High Speed Internet Enhanced service for 4 or 5 months now and have experienced probably 6 or 7 periods where I lose internet connectivity for about 2 to 5 days. The first couple of times I was nieve and believed it was because I live in the boonies and there had been some (mildly) bad weather, which could have knocked out local service. But it's been a reoccuring theme and I've discovered that the problem isn't infrastructure in the boonies, but the tie in to the internet at their central offices that is the problem. And each time I've always had 'dsl' connecitivity, but the 'internet' LED on my modem would be off.
Each time I call I'm forced to go through the same routines over and over. Here's a synopsis of how it goes (though the full routine eats up 30 minutes to an hour of time):
* Please turn equipment on/off (never mind I've already done that, connected to the modem's management interface, looked at settings/status long before I even considered calling Verizon)
* conveying the modem's model number (don't they have a record of this anywhere?)
* waiting while they perform a line test
* hearing 'there's no outage in your area, arguing that it isn't my equipment or on my end, hearing 'oh wait.... it turns out there is an outage in your area',
* hearing 'i'll contact the mysterious outage team (that you shall never directly speak to)' and call you back with a prognosis',
* (optional step) Receive a call back that says 'they're working on it and it will be back online in a few days.
* (optional step) Have it actually working in a couple of days.
Then I'm good to go for another 2 or 3 weeks.
On the previous round of outages I spoke to a 'supervisor', who actually called me back and let me know that he recognized this was a recurring problem and he had traced it to a router that had repeated failed. He assured me that I would be switched to another router immediately so it would not occur again (he actually 'promised' this won't be an issue going forward, not that I believed anything a verizon employee said to me at this point). He also mentioned the router was going to be replaced too. And he promised to pro-rate my bill to componsate me for all the days I didn't have service.
Fast forward two or three weeks, and he's proven wrong. Not only did I not get the discount in compensation for no service (not to mention rediculous amounts of time on the phone), the service was also down again. This time they called the day after I filed my initial repair request and reported it should be working, but to call 1800 verizon if it isn't. Since I wasn't home waiting on their call, they closed the ticket because of 'no customer response' Of course it wasn't actually working, so i called and opened another ticket. Now they claim it will be resolved tomorrow (about 6 days after I first called).
Now I understand equipment fails, lines get cut, etc. and I don't expect 100% uptime. But a nice, HONEST response explaining the situation and a recognition that a failure once or twice is fine, but 6 or 7 times is a chronic problem and should be escalated in priority would be great. And please don't placate me by telling me you're 'very sorry for my inconvenience' and that you will 'get it resolved for me'. I don't buy it at this point. Verizon has lost all of my trust. If there were a better alternative, I'd switch in a heart beat.

So how do I get my issue escalated like everyone else? Can any moderators hook me up? Or am I just out of luck?
Feel free to give me kudos so a moderator might notice this. Thanks.

Cannot activate CS5.5 - internet connection error with Adobe servers + customer service non-existent

Just purchased CS5.5 and it works fine however I am not able to activate it. The program says I don't have an internet connection but I clearly do I as I am able to connect to all websites & email etc...
I have tried to contact customer support 6 times:
Contact 1: on hold for 1 hour and 20 minutes after which I was disconnected
Contact 2: on hold for 35 minutes then told it was out of business hours
Contact 3: on hold for 45 minutes then someone picked up the phone and then hung up on me
Contact 4: on hold for 15 minutes then someone hung up on me
Contact 5: on hold for 5 minutes then someone spoke with me and told me to delete a "host" file in Windows32 folder on our system. This didn't fix the problem and then the support person simply hung up on me...
Contact 6: currently on hold for 55 minutes and still waiting...
What is happening at ADOBE? You used to be so reliable now I am not even able to get through to support? It is very worrying... I have no options available any more... what do I do?
PLEASE HELP PLEASE PLEASE PLEASE PLEASE I AM NOW PLEADING FOR SUPPORT!
Richard

Greetings everyone,
I started this thread. Since the thread was posted, my activation issue has dissappeared - HOW I do NOT know. As a last desparate attempt, I uninstalled Norton 360 completely and this might have helped, however I am not sure. Doing the "ping" of activate.adobe.com still doesn't work even with Norton 360 uninstalled and all firewalls switched off. It is very strange that I am not able to ping activate.adobe.com and get a 404 error on https://activate.adobe.com/test but my issue is resolved... strange this seems still to be unresolved.
In fact, I tested that URL and the Ping from over 8 different internet locations within Sydney (friends homes, offices, internet cafe etc) and NONE were successful. How does THAT make it a USER problem when NO ONE can access it???
An Adobe rep contacted me directly by email and supported me directly, which was fantastic, but didn't actually help as all the support he provided was exactly the same as what I had done with other support by phone at least 5 times with no success.
I organised a very skilled computer tech to assist me with my issue and he did everything he could to try and open ports and gain access for the activation but after 6 hours of trying his conclusion was "Adobe is having the issues, not the users".
This seems to be a big problem with Adobe at the moment and should not be.
To Adobe:
I remind and highlight your responsibilities as a service/product provider, under the ACCC law:
http://www.accc.gov.au/content/index.phtml/itemId/961908
As a customer:
"If a service fails to meet a consumer guarantee, you may be entitled to a remedy—either fixing the problem with the services, a refund or compensation for any drop in value from the original price paid—depending on the circumstances."
Amongst other information within that page, I bring your attention to the fact that this issue your users are experiencing would be considered a "Major failure":
There is a major failure when (as the customer):
"you would not have engaged the service if you had known the nature and extent of the problem."
"the service does not meet the reasonable expectations for that type of service, and the problem cannot be rectified within a reasonable time."
and lastly, who is to fix the problem:
"The guarantees are made by the person or business that is providing the service. This means the service provider is responsible for fixing a problem when the service does not meet a consumer guarantee."
The runarounds Adobe is creating for customer, and hours of "on-hold" resulting in little or no customer service, is simply unacceptable and, in fact, a breach of your responsibilities and the law. Adobe... you seem to forget that our businesses or services rely heavily on your software to learn, teach, conduct business or whatever it may be. Our time is precious and the hours wasted to fix issues that shouldn't be there in the first place cost us a non-trivial amount.
Although my issues have been resolved, I am still nervous as it may happen again - I have received no indication of any rectifications of the issue and it appears it is still a major failure with other customers, meaning it could happen to me again at any time.
I would, and so would the rest of the people with these issues, like to know what your steps are, at a higher management level, to fix it and make sure it does not happen any more.
I highly recommend that you escalate these issues as a matter of priority and get your best people onto it urgently.
In the hope of a positive outcome,
Richard
A frustrated customer

All I did was ask a question via email, and a customer service rep cancelled my entire pre-order

So the other day I emailed bestbuy.ca customer service to ask them a question related to my E3 pre-order. Included in the order was a Ps4 Nyko Type Pad, and I asked if it is possible to cancel this single item in the order, and if it was, to do so.
Key to note that included among this E3 pre-order was a PS4 Fall-Out 4: Pip-boy edition, which is now sold out across North America.
The customer service rep took it upon himself to play trial and error with this order instead of actually knowing what he was doing and ended up cancelling the entire order and losing me my Pip-Boy Edition.
I have been emailing endlessly trying to explain how this is a bigger mistake than they are making it seem and have only gotten responses asking me to do something about it, not Bestbuy fix their mistake.. absolutely terrible customer service.
This was the question I asked (a), and the initial response I received (b).
(a) my initial question
Is it possible to cancel only one item of this pre-order? I would like to cancel the Nyko Type Pad if possible, but not any of the other items.
(b) First bestbuy.ca response
Dear ______,
Thank you for contacting Best Buy Canada regarding Order #
We are sorry but when we tried to cancel the game in the order it doesn't work. When we tried to cancel it in second attempt it does, however your whole order got cancelled. We sincerely apologized for the inconvenience this has caused you.
We kindly ask you to place another order online for all the games in the order and we will adjust the price if there are changes. You can also call 1-866-237-8289 options 1, 1, 3, and 2. One of our representatives will happy to place an order for you.
Thank you for choosing Best Buy Canada. We look forward to serving you in the future.
Sincerely,
xx TA
Best Buy Canada
Further emails have only received predictable copy and paste responses, explaining that Fallout 4 Pip Boy Edition is out of stock, and to check local stores. Completely ignoring the issue I was raising.
My second email
This is absolutely in excusable and needs to be fixed on your end.
One of the items in the pre-order that you cancelled has been sold out online almost since it was made available (Fall Out 4: Pip-Boy Edition, Playstation 4). Now that you have cancelled the order I have no way of receiving this item. It is sold out in every location. How is this going to be fixed?
Second bestbuy.ca response
Dear ____,
We have received your email regarding the stock availability of Fall Out 4: Pip-Boy Edition, Playstation 4 on Bestbuy.ca.
Our website does show this product as ‘Sold Out’. It is possible that we will receive more stock of this item however we are not sure when as there are no pending purchase orders through the vendor. As such, we are unable to provide any details as to when we may have stock available for online purchasing.
Our online inventory is pulled from different inventory than your local store, so provided the item is not a web only item, they may have available stock. Try using the store stock check (on the Product Detail Page) to view stock availability or contact your local store directly.
Thank you for choosing Bestbuy.ca
Sincerely,
.TA
Bestbuy.ca
Great reading comprehension. The email wasnt about the availability of the game, the email was about the mistake made by a customer service rep. And no, no more stock is being made available, as Bethesda has said so. Just a terrible, terrible case of customer service.
Consider me, a lost, long-time, customer.

Very sorry to hear about this !
If you haven't had a resolution to this matter over the weekend, please send me a private message with your order number and contact details. I'd be happy to escalate to our Customer Experience team here.
Best,

Errors, Outages, and Lousy Customer Service

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