Failed customer service

without Verizon services for over 48 hours. They failed to show up to repair it this morning as scheduled. Called customer service and they told me they were overbooked and asked me to reschedule. I said no. Makes you wonder if a company so large really cares about the residential customer after all.

Hi craigd,
If you would like the forum moderation team to look into this for you please fill out our contact form (the link to which you can find in my profile under "about me") and we'll see if we can find out what exactly is going on with this case. From what you have said it sounds like your line has been taken over by another provider (slammed) but we'll need to check the account details to get a full picture of the situation.
Dean
BTCare Community Mod
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Best Buy/Shopkick Customer Service FAIL

Over the past week, I made two major purchases in your store, totally more than $1400 in sales. I am a regular user of Shopkick and to say I'm frustrated is an understatement.
I purchased a computer on 4/19 for $900 from a knowledgable and helpful sales associate, but was not awarded the Shopkick points for this purchase, however. I contacted Shopkick who told me I needed to "return" the product to the store to have the points loaded onto my account. I did this on 4/23, and it still didn't work. I contacted SK again. They said they couldn't do anything if it wasn't run correctly through your store.
I AGAIN drove the 1/2 hour to your store to get this straightened out. They reran it as an "exchange" because I couldn't return a return. Still, the points were not awarded. Now Shopkick is telling me that because the total on my exchange slip is showing $0, that they can't award me the points. They also indicated that it's Best Buy's fault that this is happening, which is even more frustrating.
I am at wit's end, because I'm owed over 2000 points on my shopkick account for this purchase, which is the equivalent of getting about a $10 gift card! I've now spent more than an hour and a half of driving, as well as time on the phone/email with your store and with Shopkick, to straighten this mess out. They said there is nothing more they can do, so I tried emailing Best Buy for help. Then YOUR customer service told me to drive BACK to the store to have them rering the purchase AGAIN! This is not only frustrating - it's INFURIATING! At this point, it's the principle of the issue -- you mean to tell me that NO ONE at either Shopkick or at Best Buy can help to make this right in some way without me having to waste more of my time??? Horrible, horrible customer service.
Please help!

Hello JennyLynn,
I’m sure all you want is your Shopkick points, so it’s truly regrettable to hear you’ve been led around on this wild goose chase when trying to resolve this on your own. I can imagine how confusing this would be, and I apologize for any frustration this may have caused.
As you may be aware, in order to receive points, your Shopkick account must be attached to your purchase at the register. After reviewing the original purchase from 4/19 using the email address attached to your forum profile, it seems your account wasn’t attached. This could explain why Shopkick referred you back to us to return the purchase and re-ring it in order to receive the points. However, as we merely did an even exchange and not a return and repurchase, the total purchase price appears as $0.00. As such, Shopkick wouldn’t recognize the purchase, and this could explain why there weren’t any points awarded.
As I realize this experience has been far from ideal, I’ve sent you a private message to discuss the options we may have available to us at this time. In order to read this message, please log into the forum and click on the envelope icon in the upper right-hand corner of the page.
Thank you for posting,
Alex|Social Media Specialist | Best Buy® Corporate
Private Message

Customer Service Fails Again

I'll start by saying my experience with Verizon customer service has never been stellar. Last year in (July 2012) my iPhone 4 died in a horrible gatorade accident. I did not have insurance, so I added a line to my family plan and got a new iPhone 4S. I made absolutely sure to get insurance on the phone because of what happened to the old one. The new iPhone was added on the new line because that's what they (the Verizon store employee) said they had to do. They then immediately transferred the iPhone to my phone number.
Fast forward a little over a year.... Today I dropped my iPhone and now no one can hear me on it. I thought, "no problem, I have insurance". Not so fast. Apparently, the insurance stays with the line, not the phone. So I've been paying for insurance on a six-year-old basic phone that my youngest son uses because it is the one that is uses the line that was insured.
Okay, Verizon. Listen up. We (customers) do NOT insure our phone lines, we insure our phones. That seems like a no-brainer to me. My insurance claim was rejected because the phone is not on the original line. Seriously?! Now, I have to wait three day business days to find out if the insurance can be switched over to the phone that was actually insured in the first place. Three days without a working phone before I even find out if I'm eligible to get a replacement phone with the insurance that I have been paying for over a year. The lines are on the same account. I am the account owner. The ESN (or whatever you call it) matches. What is the problem?
This is not customer service. This is customer hassle. I am (once again) not a happy customer.
Here is how it should be: A phone breaks. You have insurance. You get your phone replaced. Happy customer.

I agree with you hardinh. If you have insurance, you should have a replacement once a claim is filed. I'm sorry for this entire situation and I know we will get it resolved. If we can match the date you added the line and the insurance on the same day I'm sure we can help you. Please keep us posted and if you need any assistance with this please send us a private message with your name, mobile number and a contact number. Its about time you received stellar customer service.
KinquanaH_VZw
Follow us on Twitter @vzwsupport

Gift card fail - horrible customer service experience

I recently received my Verizon wireless bill. I went to pay it with a gift card that I received from upgrading to the new iPhone. It had a little over $91 left on it. When I went to pay, the card would not cover the entire bill, and it told me to enter the amount I wanted credited. I entered the full $91+ in the system and pressed enter.
The system started thinking and then about 45 seconds later, I got the message that "the system was currently experiencing problems- please try again later"
I waited 20 minutes and went back into the account. The bill was still there and I went to pay by gift card and now the system told me I had $0 dollars left on it. That is when the fun started.
I spoke to 4 different people in customer service. The first person dropped my call. The second told me to call the number on the back of the card (I told them that Verizon never sent me a card but sent me an email). They told me to call the one number on the email. I did and that number offered no options to actually talk to anyone but the computer was kind enough to tell me my card had zero balance. I called the regular customer service again, pressed the option for billing and got routed into tech support (no clue how that happens). This person had no clue how to help me so they transferred me to another person who really had no clue how to help me. They did say they would escalate my issue to internal support and I would get an answer in 24-48 hours.
Now we are 48 hours later and I have heard nothing. What the hell Verizon?!?!?!
How can you not be taking care of this in a timely manner? I am extremely disappointed at the level of service you are providing. Honestly, when did you guys become as bad as Comcast in helping customers get issues resolved?
Oh and don't get me going about why I needed to even go into the sytem 2 times to apply my gift card credit. Why couldn't I just apply the entire amount and have a credit on my account for the next bill? Would that have been so tough?

We want to ensure you get the complete support that you deserve, tonymess! I apologize for the experience. I would love the opportunity to review the account in detail to determine the results of the previous investigation and work to get this resolved! I have sent a Direct Message and will look forward to your reply! YaleK_VZW Follow us on Twitter @VZWSupport If my response answered your question please click the "Correct Answer" button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

VZW Promised No Activation Fee, FAILED and now finger pointing between VZW store & customer service

I signed up for 2 samsung galazy S3 phones at the verizon store where I live. I was promised no action fee since I was an existing customer. I called the store numerous times, when they do answer they tell me to call customer service. When I call customer service they tell me I need to call the store!!
All I get is apologies and NOTHING done to properly credit me back those fees!
This is an outrage and I dont think I can honestly recommend verizon wireless to anyone!! I will be tweeting and blogging about this for along time!!

angryverizoncustomer123 wrote:
Funny joke, but the truth is that I left because of poor coverage where I live. It's out in a rural area where there are lots of horses and farm animals (I am sure you are used to being around those).
Hilarious joke about your farm animals. The truth is I wasn't joking, but now that you have cleared up your reason for leaving AT&T, another question comes to mind.
Why would you return to poor coverage just to save a $30 upgrade fee, especially when AT&T also has their own activation/upgrade fee for contract purchase/renewals?

POOR CUSTOMER SERVICE . . PROMISES FAILED ongoing for OVER 7 mos.

I come from a customer service background and VZN having "multiple opportunities" to provide, at the very least decent, quality service for my disconnect request has left me in dismay.
I typically do not write these kind of reviews as I like to give everyone the benefit of providing decent service . Though OVERALL promises and non-committal follow up leaves VZN customer service in regards to billing something to be desired .
I closed my acct. back in April 2013, I returned all boxes etc. that was necessary, I did the necessary follow up call timely and even gave my current address for the refund check to be mailed.
REFUND - INDICATION I AM AN UPSTANDING CONSUMER - PAYING ON TIME AND OVER!
$66, $66! That is all that is needed for a refund . TO DATE DEC 2013 . NO CHECK!!
LITERALLY 12 CALLS LATER . . STILL NO CHECK!!! Check your back ground records on this acct. #{edited for privacy}
RIDICULOUS~~ literally crazy to have to constantly call and call and get what I believe to be the run around for a measly $66.
The TRUE FACT is if I OWED VERIZON this I would be change surcharges, and interest and late charges and anything else they could think of!! I keep telling whomever I speak to everytime that I SHOULD BE CHARGING FOR MY TIME AND EFFORTS in collecting what is due to me . .
@17% I would (should) be credited or at the very least PAID out interest of $78.54!
I have never had this kind of CONSISTENT POOR QUALITY of service from anyone or company.
The sad part is that I would not want to promote an organization with such poor quality . . AND I LIKED VZN, even have a wireless acct!! (which they said they could not credit due to being a separate entity -CRAZY)

Hi sinasue,
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 at the top of the middle column 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.

Customer service failed, wrongful sent collection

Three months ago I signed on to get AT&T DSL Internet and after everything was set up, I realized that the technician that helped me imputed the wrong address. So I called to get the address corrected, but after being transferred multiple times, I start to question the training of customer service on the ability to simply change an address. Finally, someone decided to help me, by canceling the old account and creating a new one. At first, I thought everything was good to go, until the bills starting come in for the first account that was supposed to be closed because it was the wrong address. I called customer service again to find out why am I getting a bill for an account that was supposed to be closed and installation service for a service that apparently didn't exist because of the wrong address. Of course, I got transferred multiple times before someone willing to help and said that everything has been resolved and all I need to do is wait for the final bill with a zero balance. Once again, I believed that this have been resolved, until a late bill showed up. Going through multiple customer services technician again, no one seem to be able to answer the simple question of why am I being charged for a service that didn't take place and for an account that was supposed to be closed? I have called at least five different times during the past three months trying to resolve the same issue and each time I was told everything was fixed and you should have a zero balance with the multiple apologies for my troubles.
Thinking that everything was resolved, I just recieved a phone call from the collection agency to collect the amount that I owe AT&T for a service that never existed on an account that was closed out three months ago. So all the guarantees from multiple customer service agent telling me that my case was resolved means nothing when they sent my file to the collection agency. Of course explains everything to the collection agent, I went again and called AT&T customer service trying to find out what happened. I was told that my case was escalated to their higher after my last phone call and being investigated to find out what went wrong on there part, and that I do have a zero balance. Of course, I received the multiple apologies for my trouble with the collection agency and will do everything they can to try to fix it.
Bottom line, customer service was not helpful if when they told me everything was resolved just to find out that nothing was done at all. Now my credit is being affected because of calls from the collection agency because nothing was resolved with AT&T. Having another technician telling me to trust him that he will have everything resolved and my credit not being affected is something that I'm not sure will happen base on what I've been too. How many time have I been told that my situation have been resolved yet nothing was done. I would like to see some real action being done right now because this is ridiculous.

Hello, Ling126!
Thanks for posting. I am so sorry to hear about all the issues with your new service order. As I mentioned in the other thread, we would appreciate the opportunity to remedy the situation, so please click here to send us a private message with your contact information, the best time to reach you, and a brief summary of the issue.
You can expect a reply within two business days, so keep an eye on the little blue envelope icon in the top right corner of your screen. In the meantime, feel free to message me with any other questions or concerns.
-Mariana

When did Verizon customer service begin to fail?

Ever since it became 2014, I've had nothing but issues with you guys. I've reconnected my tablet to 4G, got charged for that after I was told I wouldn't. I got over-charged in February which was corrected but now my tablet is disconnected for some reason. I mean come on. I call in and it's like there's no order to your customer service. Who likes to hold while you read the notes in my account from 3 months ago? Yes, please do catch up. Verizon used to be so on point with their customer service. Now, it's like I'm calling the KFC drive-thru. I'm seriously considering going to another network. It's a monthly headache! I have to call Verizon every month because of their own screw ups! Get it together! We pay you a lot of money every month! Give us the customer service we deserve!

southeastbound, we don't want to have any wireless issues with us. We're here to address your billing concerns. Did you activate your service during your bill cycle, which causes prorated data allowance? What happened to initiate this billing issue?
LasinaH_VZW
Follow us on Twitter @VZWSupport

Yet Another Customer Service Complaint

For at least the past ten years, I have been a Verizon Wireless customer, & until recently, I have never had an issue with the company. Their plans have great pricing, the coverage in my area is impeccable, & the representatives in the store have always been more than willing to meet customer satisfaction.
Until recently, that is. Last year, I upgraded my phone to the LG Rival, after my LG EnV was clearly out of date & useless to me. This is where the issues begin. Clearly, like any young adult, I purchased the insurance on the phone since accidents & loss are bound to happen. By the time summer rolled around, my Rival was having extreme software issues, due to no fault of my own. The phone would often freeze, the screen would glitch out, resembling a TV static screen, the phone would underline random words in red, it wouldn’t hold a charge, the phone would shut off or restart itself for no reason or in the middle of a text or phone call, or it would completely shift the screen to the left or right so that only half of the screen was visible.
I took it into the store of course & was informed that the insurance program had switched over to Asurion, & I would have to file a claim with them & wait the specified number of days for a new [aka refurbished] phone to arrive in the mail. Fine, I could deal with that, three days wasn’t too long of a wait to continue to deal with the piece of crap I was holding in my hand.
My refurbished phone arrived, I shipped the old one back to them, & all seemed well. Until two weeks later, when the refurbished phone started showing the same symptoms as the first. First the charge started failing to hold. Next came the shutting off & restarting, followed by the screen shifting. Once again, I returned to the store. Went through the same motions, filed the claim, waited three days, & was once again gifted with a refurbished version of the EnV.
Can you guess what was happening two weeks later? I’m sure you can. I went through this five times. *Five*. By the fifth time, they were completely disregarding what information I was giving them in the store, & had simply started shipping a new battery pack. Through November & December, I was in the store every few days, sometimes multiple times a day, seeing as I was not the primary phone holder or account holder. I was continually given attitude, shifted from person to person, & blown off.
I’m used to this kind of treatment. I’m a twenty-one year old female with a mohawk, facial piercings, & tattoos. In the beginning, never once was I rude, irate, or anything other than courteous, laying out my plight in brief & to-the-point conversations, & simply asking for help. Towards the end, I had started making it clear that I was sick of being [Edited to comply with Terms of Service] around, that I was a long-standing customer who until recently had no issues with their service, & that I expected the situation to be remedied. What kind of service was I paying for anyways?
It finally boiled down to I could either cancel my contract early, having to pay the fees, or I could buy a new phone at my own expense. My mother, who is the account owner, had finally had just as much as I had, & went into the store with me. Just as I had before, she laid out our problems, was calm with a business-like manner, & wouldn’t you just know it, she was treated much more receptively than myself & offered a different array of options. We ended up using the up-grade available on her line to acquire a Kin-Two for myself, since the available free Wi-Fi at hot spots was something that would [hopefully] end some of the hidden fees I had been receiving with my Rival. We extended our contract & once again purchased insurance on the device.
A little over a month ago, on January 19th, we were once again hit with a larger-than-expected bill due to data charges. I will accept this as my fault; a little too much status-updating. She called customer service to have a data plan added to my phone. All should be just fine, correct?
On February 4th, I was at a club with some friends & my phone was misplaced. Whether it was taken, slipped from my pocket, sat down somewhere, the reason is irrelevant. Point is I didn’t have it. We contacted Ansurion to file the claim, & they would not accept it. According to their records, on January 19th, the insurance on my phone was canceled, the same day we had the data plan put on it. We were told to contact Verizon. After doing so, we were informed that they couldn’t name the representative for us who canceled the insurance, because their system does not keep those kind of records. Now began the telephone shifting, from one representative to another as they very nearly refused to let us speak to a supervisor as requested. All we wanted was the insurance reinstated on the phone so that I could get another Kin-Two.
They informed us that they no longer sold the Kin-Twos, nor did they have any refurbished ones in stock. They said that if they re-instated the insurance [which we would have to pay for] they couldn’t guarantee what phone would be sent, but that I would receive a new phone. No, I didn’t want to be sent a phone that would require a data plan simply to work, nor did I want some outdated phone that would just continue to glitch out a few weeks after receiving, as was clearly the issue in the past. They recommended we call our local store to see if they had any Kin-Twos in stock.
Guess what our final options were? After speaking to the representative there, we were told that we could either purchase a new Kin-Two in the store at $430. Excuse me? I only paid $75 for the phone to begin with. Next option. I could wait until May when another of the lines under our names was eligible for an upgrade. Going four months without a phone? Not happening. Or, we could purchase a different phone, once again at our own expense.
I will admit that by this point, the two of us were pretty peeved. We asked what the cost would be to simply cancel the contract & take our business else where. $95 to cancel just my line, $365 to cancel all three lines. Both options were cheaper than buying a new phone, new insurance & extending my contract once again. Now, I know what some of you out there are thinking.
“You were given multiple options to work with, & you chose to disregard each option.”
With the experience & treatment I have received in the past year, & how often I have had to threaten to cancel my contract in order to receive any kind of help what-so-ever, so be it. I would rather pay $95 dollars & take my business elsewhere - say MetroPCS or Cricket where you can get unlimited everything for less than $50 a month. I’m not going to make my family suffer through the cancellation fees & start-up fees elsewhere since they both adore their phones & have no issues with them.
That doesn’t mean that I am not greatly **bleep** off, insulted, & dissatisfied with what I have had to deal with. I don’t know exactly what policy changes have been made within the company from recent mergers & such, but the website’s claim of “Expect the best customer service at every turn from our employees,” is complete & utter rubbish. The customer service we have dealt with in the past few months has been nothing but, & excuse my French, complete **bleep**.
I *will* be cancelling my contract & taking my business elsewhere, & you can bet I will be informing anyone thinking of switching to Verizon of my experience. Friends of mine have been dropping Verizon left & right due to the fact that just because you offer great coverage & plans, doesn’t mean that you can treat the people paying you their money each month like trash. For those who continue to adore Verizon, just wait.

Absolutely Horrible Customer Service - both in the store and the 800 number.
My phone quit working - not my fault. I was suppose to get a replacement overnight and if for some reason it didn't arrive overnight, I was assured that it would be delivered Saturday. Today is Monday, no phone. They put the wrong address on the shipping form and they don't know when I will get it.
They won't send another one because there is a phone out there and they have to get it back first. They know I don't have it. Ridiculous!
Why don't they have replacement phones in the store. Option 1: phone breaks, go to store and get replaced same day. Option 2: phone breaks, wait for phone to arrive in mail and hope it is the next day. One is more convenient for the customer and the other is more convenient for Verizon. Seriously - It's not brain surgery.
The lack of concern among the 3 Verizon employees I spoke with was unbelievable. "This is just the way we do things. There is nothing I can do to help you." The store manager doesn't know how Verizon's replacement service works or how long it takes for them to notify FedEX to correct the delivery mistake and get the phone to me! "I can't control FedEX." No but you're the reason they delivered the phone to the wrong address. Rep had the nerve to tell me he would "correct the address mistake IF I wanted him to." Under what circumstance would I not want him to????? Absolutely, no acceptance of responsibility!!!
Cell phone companies should not be allowed to require two year contracts but should have to provide month to month service. They KNOW they don't have to treat you well or provide service with these long term contracts. They know you have no recourse.

Lack Of Customer Service

I have been a loyal Verizon customer, with little or no complaints. I didn't even mind pay more for "better and more reliable service". With my past experience for the 2 months I am a big advocate for leaving them and going back to my old carrier. It would be a lot cheaper, there would be a lot less aggravation. I recently purchased my iPad Air 64GB from Verizon. The iPad had some technical issues, I reluctantly shipped it back to Verizon to be repaired or changed. I express to technician I live by 2 Apple Store. After being assured the turn around time would be a nominal week I mailed my iPad to Verizon's warehouse in Texas. Verizon has had my iPad for well over 4 weeks, I have called in to speak with them every other day to get a status update. Every time I call I receive a different answer, the responses vary from the warehouse doesn't have it. I have a tracking number showing it was signed and delivered. The iPad is on back order, I called back 30 minutes later and someone else informed me they were not on back order. We will ship you one at the end of the week, well 4 weeks have come and gone since this promise was made. Then once a week during my call they transfer me to Apple technical support. To oblige Verizon I explain the circumstances and apple technicians are shocked and confused how they can troubleshoot/diagnosis a product which is in Verizon's possession. I have spoken to 10-15 "supervisors" who all claim they will call me back within a day or so. I have yet to have a "supervisor" return a call to provide me with a status update. I hate to call in every other day for and update, which I need to do since NO "SUPERVISORS" call me back. It is the typical thing explain the circumstances have the first technician read to notes wait on hold for and hour as they research this. All of this is being done so they can then transfer me to a supervisor who make empty promises to call me back and never does. I am sick and tired of spending 6-7 hours on the phone with Verizon every week in order to get MY product back. I have explained at this point I DO NOT want my product fix I want it to simply be return and I will bring it to Apple myself especially considering it was only 3 months old and still covered under Apple Care. I can and have called Verizon a few times a day so I can confirm the "story" I was told by the prior technician with out fail they cannot confirm anything and offer a different story or circumstance with every phone call. I have no problem with pulling my 6 Lines and go elsewhere, it would be a lot cheaper and the other carriers would buy me out of my contracts, I cannot do so until I receive my iPad back. I pay monthly for a product which is not in my possession for a service which I am unable to use. The best solution I have received is a discounted rate, what good is a discounted rate if I cannot use the product because Verizon has it. Luckily the company I work for of 500 people also has discounted rates with the other major carriers. Get your act together, customer service my name is to service the customer not give the, the run around. I am not asking for the impossible, rather something which should be acceptable practice with any company.

store location
24920 N Lake Pleasant Pkwy,Ste 107
Peoria
AZ 85383
Sent from my iPad
I had a horrible experience last night, I went to renew my 2yr plan and get a droid turbo I wanted to take advantage of the $100 off by turning in a smartphone but the one I brought in was not up to par so I ran home to get a different one. I returned right at 8 and the doors were locked even tho customers were inside, they knew I was rushing back to try to get the deal done but they locked the doors and told me that they can't unlock them, I was frustrated because they knew I was coming back and as I sat in my truck they opened the doors to let the customers that were Inside, out. I know that I was there at closing and that's not fun for the employees but it was only because I had to go home to try and get a suitable smartphone to get the $100 off, I just have a hard time with me wanting to sign for another 2yr contract and buy a phone and getting treated like that when they knew I was coming back and it was going to be close on time. I have been up to resign a new contract for the last 4months because I wasn't sure if I was going to stay with Verizon, well when I decided I was it was pretty crappy to be treated like that, and to top it off the gentlemen who was helping me and knew I was running home to get a different phone to turn in sat with a smile on his face(not in a good way) while I stood by the locked front door.
Just thought I would let you all know how customers are being treated

Terrible customer service after systemboard on T400 died for no apparent reason.

So I hate for my first post to be a negative one, but here goes.
I'm sorry if my actions sound rude or impatient, but I'm sure some of you understand the aggravation and worry that accompanies a computer that suddenly stops working when it is needed.
Warning... here's the abridged version, it will still be long. I have also attached a email I sent to Lenovo websales... it has not gotten a response. So far I have not received parts that were supposed to be shipped. I have been hung up on. I have been interrupted. I have been ignored. I have been told that if I want my product fixed I should upgrade my current existing warranty to an on-site service.
I bought a T400 roughly six months ago. I had minor issues with the sound cutting in and out after waking up from sleep since new. I figured it was probably a driver issue. Never bothered to try and fix it, it wasn't a big deal. Other than that, I loved my T400 and recommended that everybody check out Lenovo if they're in the market for a new laptop. Well... no more. I recently put my T400 to sleep. Left it on my desk and walked away. I came back about 20 minutes later, noticed that all the indicator lights were not lit. Strange... okay. I tried to start it. Nothing. I did a search on google, came up with the procedure to press the buttons to drain the system board. Nothing. Oh no. I immediately call Lenovo since I was going to be returning to classes soon. The phone conversations I had with Lenovo techs were less than stellar. One tech told me he could not ship out the box since the system was down... but he somehow managed to look up my serial number, input my information, and issue a case number. Well... turns out he also closed that case. Since he couldn't ship out a box, I brought it to a local authorized warranty service center. They told me it would be no problem. I dropped it off first thing in the morning, several hours later, a tech had called to tell me that the systemboard was dead (what I thought) and that he had already placed the order with Lenovo and that the part was in stock and should be in the next day. I wait two days and did not hear anything. I call the shop. They call Lenovo. Apparently the part is now backordered and there is no ETA on when it may be back in stock. They said I should pick up my laptop and send it in. So I pick up my laptop and call Lenovo to try and obtain a box. I spoke to one gentlman who seems to empathize with me. He wanted to speak to a supervisor to see if he could have the case elevated. I was put on hold... several minutes later, I was somehow transferred to another tech. This guy had no idea what was going on, he was less than helpful, and he did not seem to be interested in helping me at all. I finally convinced him to ship me a box. When I got off the phone, I realized I should try and obtain some sort of time frame. I called back. Some women picked up. I explained my situation once again. She told me the part was in stock (not what the store and 2 techs had just told me). So I asked if it could be shipped to the store? "Uh... Well..." *Click* She either hung up or we got disconnected. I waited several minutes for a call back. There was none. So I called again... This employee told me that the part does not have an ETA and he has no idea when it might be back in stock. This gentleman is a little pushy and interupts me a few times, but for the most part seems to want to try and help. I was told that Lenovo would keep my laptop for an indefinite period of time until the part is no longer backordered. That's not what I want to hear. I need my laptop for school and research projects. He tells me that if I want to get my laptop fixed in a timely manner, I should upgrade my warranty service to a better one. This raises flags. Is Lenovo just trying to pocket more of my money? Shouldn't the standard warranty cover this? So I decide to email Lenovo and see if they can shed any light on the situation and offer any alternatives. I have tried twice since last week and gotten no response.
Here's the email I sent.
To whom it may concern:
My name is William Xiao. I purchased a Lenovo Thinkpad t400 roughly 6 months ago. The deciding factors in this purchase were all the things I had heard about Thinkpad's excellent reliability, durability, and the outstanding customer service. Unfortunately, none of these have been true in my experience thus far. I had recently put the laptop to sleep. When I came back twenty minutes later, none of the indicator lights were illuminated. The system would not power up. I performed all of the procedures offered by the technical support to completely drain/power down the system board. This did not rectify the situation. When I did call technical support, I do not feel that I was treated with respect. One time I called, the employee was very unenthusiastic to help. The technician was very rude. He frequently interrupted me and did not listen to what I had to say. I asked him to ship a box out. He told me he could not (or would not) do that. He told me to call back the next day with the case number to get somebody else to ship out a box. Or to take it to a repair center. I decided to take it to a local repair center first thing the next morning (Jan 5, 2010). The center assured me that the repair would take no longer than 3 or 4 days. Several days later (Jan 7, 2010), I called to check on the status of the repair. Apparently the system board that was needed was in stock when they ordered it, but became backordered with no ETA on when it might become available again. Unfortunately, I am leaving town to return to college on January 11. The shop suggested that I pick up my laptop and have it shipped to Lenovo. I called Lenovo the evening of January 7th. The first person I spoke to seemed knowledgeable and empathetic to my situation. He looked up the part and said it was out of stock at their depot. I explained to him that I would be returning to school soon and needed my laptop for classes and my research projects. He put me on hold while he went and spoke to a supervisor about escalating the case. For one reason or another, I was transferred to another employee who was not a supervisor. This employee was absolutely clueless about what was going on. His attitude was very poor. He told me that the original case that was opened had been closed on Jan 4 or 5. I had not asked for this case to be closed. When I asked him to to ship a box, he seemed somewhat reluctant to do so. He seemed frustrated when I asked him to have it shipped to a different address. As I said, I would be returning to my school over 200 miles away. I would no longer be able to have the box shipped to my home where I was over winter break. For whatever reason, this employee just did not seem to understand that. I asked if the parts were not in stock, how long would it take to get them in stock and get my laptop repaired. He could offer no answer. I asked him if there was any way this case could be escalated since I cannot be without a computer at school. He told me no. I do not feel that I was treated very respectfully. He told me to call some other department. I asked if I could be transferred. He very reluctantly did so. The other department was closed for the night. I called back to the technical service center in Atlanta, Georgia. This time I spoke to a woman. She told me the parts ARE in stock. I asked if they are in stock, can they be shipped to the store where I was having my computer repaired at. She said "Uh... Well..." and then she either hung up on me or I was disconnected. I waited several minutes for a call back. None was ever received. Thus far, I have been extremely unsatisfied with the customer service that has been offered. I asked if there was any way that a temporary unit could be offered while mine was being repaired since I was told that my laptop would be kept for an indefinite period of time while waiting for the part become available again. Or I asked if they could pull a T400 from the shelves, take the system board out, and use that system board to repair mine. I was interrupted and told no. This seemed to be a common theme: interrupt the customer, do not know what is going on, tell them no to any sort of request. It is interesting that the recording on the telephone says how much Lenovo values customer satisfaction. Well, I am not satisfied at all. This computer is still under warranty. It should not be my responsibility to drive to and from service centers to try and obtain repair. It should not be my responsibility to have to call back whenever somebody decides they do not want to perform a task at that time. Lenovo should be repairing my computer in a timely manner. I was told that if I wanted my computer repaired in a timely manner, I should upgrade my current warranty to a on-site service. I feel that they should be doing whatever is possible in order to best serve the customer. It looks like Lenovo is more concerned with making a fast buck. A computer is very important to my education, as I said, I need it for both classes and research projects. Based on the quality of the product and the customer service that has been offered, I will not be buying any Lenovo product in the future. I was strongly considering purchasing a Edge for both my girlfriend and my mother. And I had previously recommended many people to buy Lenovo after I initially purchased mine. But that is no longer the case. Not only will I likely not be purchasing another Lenovo product, I will warn all of the people I know who are in the market for a new computer to look somewhere else. I really want to like and enjoy my Thinkpad, it is very unfortunate that I cannot and that Lenovo will not do what is necessary to make things right again.
Your very unsatisfied consumer,
William Xiao
Any ideas? Any other email addressed I might be able to reach somebody at?
Thanks for reading that mess. I appreciate any input that this forum may have to offer.

As I said (in my overly long post), I had already brought it to a reputable local warranty service center (still about a half hour to forty minute drive each way) after an employee refused to ship out a box (supposedly the system was down, but he looked up my information and was able to both open and close a case without telling me that he was closing it, he told me to call back about it later) because the turnaround time SHOULD have been faster. I was quoted a 3 day turnaround time, 4 days MAX. I dropped it off first thing the morning after I spoke to somebody at Lenovo. Tech took a look at it later that day, before noon, put the order in, called me to let me know that he ordered the part and that it was in stock. He tells me that generally they receive the part the next day. I hadn't heard from the shop in 2 days. So I call. They call Lenovo, part is now on backorder. That's why they told me to ship it. Now I'm dealing with this headache.
I should not have to spend this much time trying to obtain a warranty. The staff has been rude, unhelpful, and uninspiring.
If something is not done to rectify this situation... at least some sort of apology or attempt to make amends, this will certainly be my last Lenovo product. I will not be purchasing a Lenovo for my girlfriend or family members. I cannot in good conscience recommend that others purchase a Lenovo. My faith in the product and in the company has been corrupted. I would hate to have the new motherboard fail unexpectedly and without reason in another 6 months (which would be just after my warranty runs out), but the service provided thus far cannot justify me spending 140 dollars on a on-site service. If things don't take a turn for the better, it would seem that the best option for me may be to sell my once loved T400 when I get it back and buy a new laptop from a company that actually stands behind their product.
I NEED a laptop for school. The turnaround time I was quoted should have my laptop back to me right before school started again. I have been back to school for a week, and after all this time, they cannot even tell me when I might be able to have my laptop back. The staff flat out refused to offer any sort of temporary laptop for me to use while they held mine for an unknown period of time. I have read of people being offered loaners. They also refused to pull the system board from another T400 because "it will not work." That's just incorrect.
I want to love my Lenovo. I really do.
Edited to add more information. I figured it was better than posting multiple times in a row and cluttering things up.

Anyone know how to contact anyone in Verizon headquarters? Since I'm not getting anywhere with Customer Service

I'd like to express how unsatisfied we have been with Verizon on an issue that has been ongoing now since March 14, 2014. It involves an upgrade on one of our lines. After all these months, phone call with customer service, Tech support, and visits to a Verizon stores, I would hope that there are ample notation on our acct but since I've had to explain the situation on a bi-weekly time frame, I would assume that no one has documented any contacts.
We've been with Verizon for few yrs now and I have always been very satisfied with Verizon who, up until now , always provided excellent customer service in their knowledge, concern, and customer satisfaction. But I have to say, every positive outlook I've had with your company has been wiped clean with the worst service we have received in the last few months.
We upgraded my daughter's phone on 03-14-14 with a Samsung Galaxy Mini from an Iphone 4s. Within 24 hrs, the phone failed. After 2 visits to a Verizon store the next day which took 6 hrs, we still had to return the next day to speak to a manager. The 2 stores advised us to make a CLAIM on the defective phone thru our insurance plan with Verizon. A CLAIM on a 24 hr old phone!! A 3rd visit with a manager finally convinced him to replace the phone with another new phone at the store. Within 2 weeks - issues began to occur with the replacement phone. Several visits more, several calls more with Customer Service, several calls more with tech support which adds up to soooo many of our time taken up to simple have temporary "fixes" is outrageous. If I billed Verizon for my time, perhaps the situation would have been resolved more quickly. Each visit lasts approx 2 hrs, each phone call approx 1-1 1/2 hrs. We are talking at least 2x a month for the course of 5 1/2 months. Plus the time it takes to get the phone back to where she needs it - contacts, apps, internet.
Not once were we offered a new phone or replace the phone. Not until today. Replace the phone with the same phone that my daughter has grown to hate. So basically a 3rd phone - same phone. She is not interested in this phone any longer. She dealt with this phone model for far too long.
Today we were offered to replace the phone with same phone, or pay for a refurbished Iphone 4. So basically she would be going back to her original Iphone 4s before the upgraded WITH a cost. So her upgrade was wasted, we'd paid over $200 for a defective phone, and would need to pay for an even older model Iphone 4 and have to pay for it. Why wasn't she offered a different phone within those 30 days after the upgrade and 6 visits?
Every rep at the stores, every rep in tech support would provide a different reason for the issue. Finally, tech support advised not to download apps. WHAT GOOD IS A SMARTPHONE IF YOU CAN'T HAVE APPS??? We are talking about a 20 yrs college student who attends school in another state. Do you know the trouble she has to go thru to visit a store? To find 2 hrs between being a full time student with 2 jobs to sit on the phone with a tech support or go to a Verizon store? Once-ok Twice-maybe BUT for 5 months?
She's not eligible for an upgrade. She will be stuck with a phone that she had grown to hate. And I with customer service which I've grown to hate.
Finally, The Edge. Trying to find a way to make my daughter happy, I spoke with 4 representative today about the Edge. Each rep gave me 4 different information. 1st rep advised Edge phone could not be used on another line so I could not use a line eligible for the Edge and give that phone to my daughter since she isn't eligible for the Edge. 2nd rep advised that although new phone thru edge must be used by same number that it was eligible for, we could use the current phone o that line for my daughter. My son currently has an Iphone 5 and is eligible for the Edge early upgrade. He would not have to return his Iphone 5 so my daughter could use it. However, all the lines would have to go to the More Everything Plan and share the Data between all our phone lines. 3rd rep advised the cost would almost double from our current $358 to go to the More Everything Plan so suggested to have 2 accounts vs just 1. 4th rep advised not every line needs to go the More Everything Plan, we could not keep the current phone, and my daughter could get a replacement phone but same phone or made exception to offer the Edge early upgrade to my daughter but only after we go thru the replacement program because the phone we send to Verizon has to be in good working order/no defects.
After 5 1/2 months, it is now Verizon that is indicating that we have a defective phone and can't accept it thru the Edge program or we would get billed approx $299 for a defective phone. After 5 1/2 months of me calling in about a defective phone that not one rep replaced because they "fixed" the problem ( by the way, a temporary fix is not fixing, if it was fixed I would have made those calls today or writing this email), I am now being told her phone is defective. She advised to get a replacement phone first, return the old phone, activate the new phone, then call in to get the Edge early upgrade. So my daughter would have to do all this, plus add contacts back, apps and whatever else she needs to use her phone just to turn around a couple weeks later and do it all over again with the new phone thru the Edge program. Once again, we are the ones having to be inconvenienced and go thru all these steps. Did I mention she is going to be studying abroad in Italy beginning Nov? So the idea of having to wait 2-3 weeks for a new phone and having only a week or 2 to test the phone to make sure it's working properly before she's out of the country doesn't sound appealing to me. Verizon has made us have a defective phone for 5 months advising it's in good working order after each and every "fix" but Verizon will not accept that phone if returned in the same condition as a phone in good working condition. Do you see the irony in that?
I have reached my limit and after 5 yrs of my brother in law trying to convince us to switch to AT&T where he works in their Corporate Office, I can honestly say I will not be sad to leave Verizon. Especially when one of your reps simply provided me with the contract end dates to provide to AT&T because they offered to buy out our contract. No effort in customer retention what so ever. That was a phone call on Thursday.
And yes, one of your tech reps tried to convince me of all the hassle it would be to switch and time AT&T would take to buy out our contracts but honestly it was the pot calling the kettle. I am not in the position to discuss hassle and time after 5 months of getting that with Verizon. Did I mention it's my brother in law so we would be getting special treatment and no out of pocket expenses to switch. It was my loyalty and satisfaction with Verizon that has kept me from switching all these years. Something Verizon clearly does not appreciate.
So can you guess where I am with confidence that your customer service department is knowledgable about the plans/offers? Where I am that I can trust what I'm being told?
I know this email is confusing and really hard to understand...perhaps now you will know how i've been feeling--lost and confused with all the mis-information, with a hit and miss phone, and out of time with all the 1 1/2 hr to 2 hrs EACH wasted on this issue.
On top of all this, I can't even find out how to file a complaint with anyone higher up than Customer Service.

Jneklason wrote:
~snip~
I know this email is confusing and really hard to understand...perhaps now you will know how i've been feeling--lost and confused with all the mis-information, with a hit and miss phone, and out of time with all the 1 1/2 hr to 2 hrs EACH wasted on this issue.
On top of all this, I can't even find out how to file a complaint with anyone higher up than Customer Service.
I hate to tell you this, but you didn't write an email. You wrote a discussion post on the Verizon Wireless Community forum which is a public peer to peer forum. Unfortunately since you didn't mark your post as a question, the VZW reps that roam this community won't ever see your post. Before you re-post it, don't. Duplicate posts get removed from the community.
I see there were several missteps both by the reps and yourself in your post. First you should have insisted on returning the phone within the 14 day return policy period. Second which Samsung Galaxy mini model did you purchase? The S3 mini or the S4 mini? Did you do any research prior to deciding on this device. The reps at that time deflected the easiest course of action, by trying to get you to replace the phone under insurance instead of returning the phone. The Early Edge payment option requires the current phone on the line using the early Edge must be returned to Verizon Wireless. Did you once considered going to a third party site like Swappa to purchase a gently used device for your daughter?

Failed customer service

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