Filing a corporate complaint on a store

How do I file a corporate complaint on a AT&T store? There needs to be something done about employees that go into peoes and and changes things with out authorization of the customer. I went in to see the iPhone 6 and came out with my data plan being changed! With out my consent.

Send a private message to with your account and contact information. They will get in touch with you.

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Information about filing a formal complaint

Two years ago my wife and I left Verizon to go to AT&T because we wanted IPhones and at the time Verizon did not offer them. The cellular reception with AT&T was awful but we had to wait out our two year contract to come back to Verizon. Our two year contract was up at the end of October and on October 30th we were at a local Verizon store to reestablish our relationship with Verizon Wireless. The sales rep ran our application and was unable to process it because of a fraud hold. First of all, both my wife and I have over 700 credit scores and and we were able to provide any information to verify who we were at the time, so I was extremely shocked that words like "fraud" were even mentioned to us while trying to reestablish out account. But after spending over 2 hours in the store with two restless babies, we were told that they would have to give us our trade in phones back but that they would call the fraud department the next day. Both my wife and I were very concerned because we knew that we weren't committing any fraud and if someone had attempted to commit fraud using our information, we wanted to know about it ASAP. The following day the sales rep was working on this issue the first thing that morning so we were certain that she was trying to help us get the matter resolved. After speaking with her she stated that someone from the fraud department would be calling my wife to verify some information, which they did and my wife provided all of the requested information to prove who she was. We were told that there was a mandatory fraud hold on our application with no reason provided; but the fraud department informed us that we would have to call back at 6:00 the next day which would have been November 1st. To make a long story short, we ended up going to another Verizon store to complete the application and were met with the same unexplained roadblock. We spent 2 1/2 hours at this store trying to get this issue resolved and once again left the store without new phones because of a hold placed on the account by the fraud department and were once again not given an explanation. We were assured by the store manager that they would work on getting the matter resolved the very next day. Since we had already paid for all of the accessories and even ported all of our contacts and emails to the new phones, we were certain that we would be able to get our new phones the next day. This morning I called the store manager and he told me that he was on hold with the fraud department and had been on hold for over an hour and that they could still not release the phones. I asked for the number so that we could also call to find out what was going on. We called the fraud department and were on hold for over an hour. Finally, a young lady came on the line and assured us that she would release the application and that it would take 2 minutes to an hour but she could not give us any information at all about why were were experiencing this issue. At this point I am beyond upset because we have NEVER ran into any problems establishing a business relationship and if we had been I'm sure that we would be given a reason why. I would like to know who we can contact to file a formal complaint for possible discrimination and poor service. I am going to be reaching out to others to see if they've had similar experiences with Verizon because I am certain that there is something going on that needs to be investigated.

First of all, I said that there was possible discrimination and that the
matter needs to be investigated. If there is a policy of discrimination
within the company it could be imposed for any number of reasons. Since
I've worked for a company and had inside knowledge of its discriminatory
practices, I know that it's not beyond the realm of possibility.
And I haven't received poor service from anyone in the local stores.
They've all seemed quite embarrassed about the fact that they had
to spend excessive time on the phone trying to get answers from their
"fraud" department to no avail. The poor service has come from the fact
that my wife and I were denied service and given no reason and the fact
that we've spent close to five hours in local stores trying to get that
service. And we were give an application number and informed that it did
not make a difference which store we went to because all of our information
was stored in the system. We went to a different store because we were in
a different city at that time and were trying to establish service before
beginning a new billing cycle with our current provider. The store went
to had absolutely no bearing on the "fraud" hold. If there is a valid
reason for the red flags, someone should be competent enough to tell us
what those reasons are and know how to verify who we are.
And I didn't attempt to start a relationship by filing a complaint. I
tried starting a relationship by dragging my family into two different
Verizon stores and patiently spending five hours of my time trying to
conduct a completely mundane transaction with a company that I had
previously done business with for over 10 years.
<< Personal comments removed to comply with Verizon Wireless Terms of Service >>
Message was edited by: Verizon Moderator

Apple Corporate Complaint Line/Address?

Does such a thing exist? I became an Apple costumer about 18 months ago - first the iPod and then the iBook. Apple has a top ten list of reasons Apple is better. Their number one reason to switch is that their products "just work". They explicitly say that they don't crash. Well, I haven't found that to be the case. I the last 18 months, I have had my iPod replaced THREE times due to hard drive failure, and my iBook hd replaced once. (In total, I have had four hd crashes.) Two weeks after the repair, the iBook has a program lock up at least once a day (oftentimes four or five times in a day). It is counterproductive and against their explicit claims against this sort of thing never happening.
I know that my problems aren't unique. After a number of visits to the genius bar, I have had many opportunities to commisurate with other Apple users experiencing the same problems.
Is there someone at corporate I can talk to about this?
Thank you!
Catherine

Try this link for various Apple contacts-
http://www.apple.com/contact/phone_contacts.html
You should go back to the Apple store and speak to a manager and bring all of your receipts for service etc. Good Luck!! Geof

Lack of Training / False In-Store Advertising Complaint - Avon, CT Store (Want Executive Level Contact)

Hello,
We have been Verizon customers for many years and typically enjoy the product and service. However, this last upgrade we had a horrendous experience as a result of poor training by staff at the Avon, CT store. We both upgraded our phones to Samsung Galaxy S4's. My wife from an iPhone 4S and myself from an LG flip phone.
After the setup, we needed to contact Verizon on 4 separate occasions to remedy errors in the setup of our phones and issues with account billing.
Issue 1 (False Advertising / Lack of training - company discounts): The representative at the store wrote out our billing scenarios on the new "Edge" formatted comparison sheet and included a 15% blanket military discount to our bill, saying "yes you will receive a 15% discount on your bill". He made no mention of the discount applying to the data package only AND even wrote an inaccurate bill number on the sheet, misleading us to a false monthly bill we were not prepared for.
Issue 2 (Lack of training - phone upgrade):I My wife's iPhone text messaging was still active, causing her to receive texts on her old iPhone while missing key messages on the new Samsung Galaxy. This took upwards of an hour on the phone with Verizon technical support to understand, and the problem ultimately was still not resolved (see Issue 2).
Issue 3 (Lack of training - phone upgrade): The iMessaging service on my wife's iPhone was still active and needed to be turned to OFF. This was not done in the store nor did anyone have any idea how to do it. After yet another hour on the phone with Verizon tech. support, we reached that conclusion and it finally worked.
Note: This happened to a relative as well during the exact time frame we had this happen!!
Issue 4 (Lack of training - phone activation): My Samsung Galaxy S4 4G service was not activated for me. I had no idea why I could not access the internet while out of the range of my WiFi until my wife figured out the 4G was off. We were "all set to go" when inside the store. This required again a 20min+ phone call to have to tear my phone apart to pull out the SIM card while they activated the 4G.
We would like to be contacted to discuss this experience and how we can help use this to improve the services and training requirements of Verizon. Can we be connected to an executive level person? We love the company, but this last experience was just miserable.
Thank you for your time.
Sean

Sean222, thank you so much for this feedback! I do want to start off by saying that I am sorry for all the time that has been spent on getting these phones all up and working. Getting a new phone should be an exciting time! I would like to go issue by issue with you.
Issue 1: We would like to make sure that we provide this feedback to the store location to make sure that facts are delivered when we present customers what their monthly bill is going to be. It's very important to do so. In order for us to get this to go to the proper store and management could you please send us a Direct Message http://vz.to/1fbIKzK . (If you can accept my request to follow you. Then request to follow me back, I will then accept and you will be able to send me a Direct Message).
Issue 2/3: I know that we have been having some issues when a person comes from an iPhone to an Android phone with text messages. I am very shocked that it up to an hour for technical support to understand what was going on. I know that it took some time to finally get the messages to start working, but I am happy to hear that they were able to get things back up and running again.
Issue 4: Again, I apologize that when the device was set up at the store location they didn't test out the network before leaving the store. This is another issue that we could get addressed in the feedback to make sure that we check all the major functions of the phone are working before you leave the store.
I really hope to hear back from you in a direct message so we can provide the proper feedback.
Thank you,
KevinR_VZW
Please follow us on Twitter @VZWSupport

I need to file a complaint against local store and sales people. How?

I am a long time AT&T Customer. I had heard many good things about Verizon so I went to the local store and signed up as a new customer. I went in wanting a smartphone with 6 gb, unlimited text and minutes. The salesman told me he had a better option for me, I signed up on a 2 year contract with a Samsung 5 phone and he told me a separate device (hotspot) would serve me better. I repeatedly asked the cost and he told me $2.40 a month. I spent over 2+ hours in the store for this transaction.
When I got home and started going through what was sold to me I saw charges that I was not aware of. I had been told I would receive a form for a $50. rebate for the Samsung 5 which I wasn't given. I then received a bill for $251.00. I tried logging into my Verizon account and was told I was not the main account holder so I could not view my account. I was very frustrated at this point. I went back into the store to resolve all of these issues. Another 2 hours and I found out that my phone only had 1gb on it and the little box (hotspot) I had been sold had 5gb on it and I needed to carry it with me to be able to have access to data. I then found out that my account had been registered under the phone number for the hotspot - the salesman(the same one that sold me these items) worked on the store computer and said he fixed it, I then asked about the large bill that I received. He looked it up and told me that I had been charged for 6gb on my phone and 6 gb on the hotspot. I wanted to return the hotspot box and he told me I would be charged a $35.00 restocking fee. I am so frustrated with this salesman and this store. I went home and returned today to talk to the manager. She also told me the same thing.
I went into the Verizon store to sign up for new service, buy a new phone with 6 GB on it with unlimited text and minutes. That’s all. I do not want to carry a separate device around with me.
Now I have a device I have no use for, a bill for $251.00 4 days after I went into the store and I cannot access my account because I’m not the main person.

BrendanFella wrote:
rcschnoor, excuse my confusion...
What is the $2.40 a month charge and how is my contract of $50 cheaper? I certainly don't know what the $2.40/month charge is as I was not there when Linjin made the purchase and I made no mention that your contract was $50 cheaper.
This brings up an interesting question. If Linjin was signing a 2 year contract on a Samsung 5 that has a hotspot why would the salesperson sell Linjin a seperate device? That would certainly depend on how Linjin explained how the device would be needed/used. I can certainly see where a separate device would be beneficial depending on the circumstances. For example, running the hotspot shortens the life of your phone's battery before it needs a recharge. If this is going to be a problem, a separate device would be beneficial. The battery life of a Samsung Galaxy S5 is not the most stellar and THAT could have been a consideration. I don't know, I wasn't there. Additionally the hotspot would be useless if you were on a call and not within a 4G signal. While voice/data can be used simultaneously on the Samsung Galaxy S5, I believe that is only when receiving a 4G signal. Again, I wasn't there and did not hear the requirements of the OP or how it was explained the device would be used.
I do not see where Linjin states it was a pre-paid device I never stated that Linjin had a prepaid device. I simply stated with how YOU wanted to use a jetpack, YOU described it as being able to suspend and not pay for service whenever you didn't need service. THAT is the description of a PRE-PAID JETPACK. My post made NO reference to Linjin at all, I was simply commenting that the way YOU were wanting to use a jetpack that a pre-paid jetpack was what YOU should have gotten.
If you reread the original post it basically taljks about what the customer was told by a Verizon Rep., How they were treated and was what they were told correct. I agree with that. Unfortunately, I was commenting on YOUR situation, not on the OP.

How do I contact corporate about Verizon Wireless store scamming me?

Hi all,
On September 8th, I signed up for a MiFi 2-year contract that came along with a free Jetpack device. I specifically told the salesman to tell me about all of the charges in advance, so I wouldn't be surprised when the bill came. He told me it was $80 per month for the plan, plus $18 for tax on the device. Nothing else was mentioned.
I then sign up on the Verizon website and download my Equipment Receipt and my 1st Bill Estimate. Boy was I shocked! They were charging me $260.66, for what I'm still not sure, because NOTHING ADDED UP. It would seem that Verizon cannot even perform simple addition. I also noticed that the receipt said the following (I'll paraphrase):
1. I had 14 days to get out of this mess.
2. They expect me to pay a restocking fee of $35 just for returning their "free" device.
3. I was only entitled to a credit for the activation fee if I cancelled my service within 3 days of signing up.
This was a red flag to me, having wasted my valuable time previously with other irresponsible credit card companies. So I went into the same Verizon Wireless store where I signed up and told them I wanted to return the device and cancel my plan on September 11th, which would entitle me, according to them, to be credited back for the activation fee; the estimated bill says this amount is $35.
They said they would charge me the $35 restocking fee. I told them I thought that was unfair for the following reasons:
1. The device was free;
2. I never agreed to that when I signed up. They just printed it on the receipt after I signed up. The next thing you know, they'll tell me I owe them my next child. How can they just make stuff up after the fact?
So I refused to pay and told them (the manager was there along with 2 other salespeople) I was returning the device. They refused to give me a return receipt, so I left the device there and walked out, filming the whole thing (just me and the device).
In response, the manager said she was going to charge me for everything as if I never came into the store and returned the device.
Now it's September 13th and I received a call from another salesperson at the same store (on Topanga Blvd. in Woodland Hills, CA) saying I left my equipment there and would I like to come in and pick it up or would I like it mailed to me. I explained the situation to him and he STILL INSISTED ON MAILING BACK THE DEVICE TO ME, unless I agreed to come into the store and let them process the return/cancellation the way they wanted, which would mean (according to this salesperson) that not only would they charge me the $35 restocking fee, BUT THEY WOULD ALSO CHARGE ME ANOTHER $35 AS IF I JUST RETURNED THE DEVICE TODAY.
I asked for his supervisor and was told she's not there today. I then asked for the contact info for someone higher up in the chain of command, and was refused.
This is such a scam! I feel sure that someone higher up would understand that they will lose me (and as many people as I can tell this to) as a potential customer over chump change, which is just silly.
I really don't know if the problem is just this store or all of Verizon, but if I can't get this resolved in the next hour or so through this forum (hello, any Verizon reps out there?) I'll just make sure they can never take any more of my money by never considering using Verizon again, both for personal use and at work (I'm in IT and make those types of decisions at work), and convincing as many people as I can not to use them also.
The ball's in your court, Verizon. What will you do?
(receipts attached for your reference)
>>Attachments removed as they contained personal information<<
Message was edited by: Verizon Moderator

Thanks for reaching out to us via the community forum, zeroimpedance. We did have to remove the receipts that you attached since they contained your personal information.
I will reach out to you via Direct Message in order to get more details from you.
I'm pretty sure the 1st bill had the charges that include this month as well as a month in advance as well as the activation fee.
I would recommend going back to the store in order to ensure the service is canceled if that is what you desire. I also recommend you getting a receipt that indicates the service was canceled. Of course, we don't want you to leave so I would prefer to help with the understanding of the bill.
TamaraH_VZW
Follow us on Twitter @VZWSupport

How do I file a corporate complaint?

I have been attempting to set up an account Verizon for over a week now.
Initially I had set the account up online. It informed me there would be a deposit and the first month's payment of 49.95. I entered my card information, then it gives me a message telling me everything was successful and gave me an order number.
Then I got a call and a message saying I needed to call in to the center to confirm information.
When I called they told me I had to pay the initial deposit of $125 and the first month of $49.95. I told the representative I had already put that information in online and that I had received confirmation everything was successful. Then the representative told me they had to re-issue the order but she would transfer the payment over from the first order.
I later got a voicemail and a letter in the mail saying the payment could not be transferred and I still owed a deposit.
So I then checked my account to make sure the payment had not already been deducted. It had not, so I called back, yet again, to complete the order today.
The representative I spoke to asked all of my information again then informed me the plan I chose was going to be $89.95 per month plus a $125 deposit. I told her the plan I initially chose and signed up for online was the 75/35 internet for $49.95 per month. She told me that they would have to decrease the internet speed to make the payment $49.95 then put me on hold. When she came back so told me they were able to do that package after all at the initial promised price of $49.95. She informed me it would be set up on auto pay and asked my payment information. I gave her my debit card information. Then she said it didnt work and asked me to find my account number and routing number to take the payment directly out of the account. I gave her the information. Then she stated the deposit could not come directly out of the account And she needed my card information again. At this point I was hesitant but still gave her the information.
After finalizing the deposit she started confirming the information and said there was a $69 deposit that they would split into 3 payments on my first 3 bills. This was the first I was hearing about this deposit.
And correct me if I'm wrong but 3 payments divided by 3 months equals $23 per payment. The representative on the phone advised me the first three bills would equal roughly $90...
I had signed up for the $49.95 per month plan... Even when you add a $23 fee to that, the total should not be $90.
I feel I should have been advised of this fee before the deposit was taken from my account. Once the rep got ALL of my person all information and ALL of my account info for 2 separate accounts then she informs me of this fee. When I signed up online it didn't give me and info about this fee. When I talked to the first rep she didn't say anything about it either. And the math was also not adding up.
When I expressed my concern about not being informed of these charges, the representative stated that she did not know of the charge until after taking the deposit, when she got to the summary screen. When I asked why the charge was not discussed in the first 2 attempts to set up service she got very defensive and started speaking over me. She said there are 2 fees. One for $69, and one for $79. She said the $79 was waived but that the $69 fee applies to every customer.
If this fee is applied to every customer then she should have known about the fee and disclosed that information before getting all of my account information. Much less deducting the deposit.
While trying to discuss it with a representative she continued to speak over me and inform me that discussing it would not solve anything. So I asked to speak to a supervisor. To which she responded in a smug tone that she would be happy to contact one...
I then waited on hold for over 20 minutes to speak to manager. The representative checked in with me periodically. Then at one point she said that she had told the supervisor the situation then confirmed it was that I didn't want to pay the $69 fee.
My issue is not that there is a fee. It is that I was not informed of the fee until after they had deducted $125 out of my account and had my payment information. On 2 accounts.
When I stated this to the representative she again got aggressive and started speaking over me and arguing with me. I informed her I did not wish to argue about it, and she put me back on hold waiting for the supervisor.
When the supervisor FINALLY came on the line, she was very mono-tone, however she did give me the chance to explain the situation. I explained it to her then she advised me she will make a note on the account to have the fee waived as well, but that I would have to wait until it was billed then call to get a refund, which would only be given as an account credit.
Since this has already been such a process and I have not received good service thus far, I opted to cancel the order completely and asked if there would be a credit refunded to my card. She informed me I would have to call the disconnect department which wouldn't be open until the next day, so she was requiring me to call bet yet ANOTHER time.
I took down the information to call that department and then ended the call.
Not once in this conversation did either the rep or the manager apologize. They didn't seem to care whether they made the situation right or the order got cancelled. In fact the representative offered to cancel the whole order while I was waiting for the supervisor without me even mentioning cancellation.
This is not good customer service and I would hate to see Verizon lose more customers because of their snide customer service representatives and managers who fail to come to a solution.
Is this how I file a formal complaint or Is there also another place to send this complaint to?
Thank you,
Ashlee {edited for privacy}

Is this how I file a formal complaint or Is there also another place to send this complaint to?
Not really. These forums are use primary for customers to help other customers. Verizon moderators watch the forums and will escalate issues to the elite support team for issues that appear to need such help. Your issue may be escalated, or it may not. if it is escalated, be sure to come back here to read what they post and then follow their instructions.
II'm not aware of any official process Verizon has to file complaints. They are setup to have customer service reps resolve issues. If you just want to rant, consider that done. If you want Verizon to fix your issue, keep working with them, especially if they escalate your issue. You can also file complaints with the appropriate regulatory authorities, if you think that Verizon isn't following government regulation.
Good Luck.
If a forum member gives an answer you like, give them the Kudos they deserve. If a member gives you the answer to your question, mark the answer as Accepted Solution so others can see the solution to the problem.

How to make a complaint about in store Apple customer service on iphone4S ?

Hi all,
I'd like to know about how to make a complaint about a very unpleasant service experience and I'd also like to share this story with you to see whether you guys have any comments (good/bad all welcomed!).
I booked a genius bar service to see the technical consultant at 1:00 pm yesterday. I came at around 1:15 pm and I was told by the order person (i.e. the person who holds a list of bookings on an ipad and instructs customers to queue) that I had to book another service time (i.e. next week).Our conversation was not pleasant and is (roughly) the following one.
Order person: You missed your appointment so book another one and come next week.
Me: I had my work and that is why I am late.
Order person: Sorry you need to book another one.
Me: No other alternative? I took a bus and came all the way here.
Order person: Or you can try Bondi.
Me: ............No other alternative?
Order person: Or you can wait for half an hour to one hour. You have seen how many people there are here.
Me: All right. I understand so can I ask you some technical questions?
Order person: You need to make a booking and talk to a genius service person.
Me: I just want to know given the issue I have if I can make a replacement.
Order person: What is your problem?
Me: I bought this iphone here in Sydney and gave it to someone who lives overseas as a gift. When he made a call he frequently could not hear anything from the other end. I bought two iphones, one black and one white. (I showed him my reciept.) The white one works but the black one doesn't.
Order person: Did you restore it?
Me: Yes and I brought it here. (I showed him the iphone.)
Order person: You do not have a micro-SIM card in the phone?
Me: No because I do not use an iphone.
Order person: If you do not have a SIM card then how can we assess it?
Me: So you need a SIM card?
Order person: Yes.
Me: I came here three times and different people told me different things. The first two times both the came-up people said just take your phone and we can offer you a replacement. So I think this is how it should be.
Order person: Well, I'm sorry!!! Now you know you need to have your micro-SIM card.
Me: Can I see your manager? I want to know exactly what I need to do.
Order person: I am the manager at the moment.
Me: So that is all I need to bring? Iphone and its SIM card.
Order person: Yes.
Me: OK.
Order person and his colleague had an unpleasant laugh after I turned.
There are a few things I want to make a complaint on and I'd like to see you guys' opinions on this.
The order person's attitude was not very acceptable. I understand he is an expert in this area but I believe there are non-expert customers like me who takes time to understand. Some of his words and his laugh made me very uncomfortable.
Even I have come three times I am still confused about what I need to bring to see the genius service person. I can bring an iphone but I do not have an Australian micro-SIM card (since this iphone is a gift to other people who lives overseas).
Thanks for reading all this! Any comments or suggestions are more than welcomed, both good and bad!
Please let me know if you know a proper place where I can make a complaint!
Thanks!!!

Thanks for your response and yes, I haven't thought about the warranty being not international.
Having said this, using all the modern technology of identifying and tracking my device to e.g. figur out the warranty status, I find it not satisfactory. People like in my case relocate from time to time and Apple as an international company with employees world-wide should know better I think and I expect a more customer oriented problem solving attitude and -if you want to make a difference - it sure is possible.
Yes, I know the cue information from Manhattan, but in Hamburg you get other educational information on them.
For me there is a gap between the glamourous coolness, hand-shaking and introducing oneself on one hand and the unsatisfactory problem solution from the customer's perspective. As such I am already annoyed/frustrated when my device is not working as it is supposed to. Getting just process-required and not flexible responses does not help.
And no, I don't feel well, if I have an appointment scheduled for 10 minutes, invest already hours to make it happen and stay for much longer.
What annoys me is that I get the impression despite the fact that as an 'already educated customer' I do a lot myself in figuring out what to do best and be considerate and I am still confronted with an attitude as if I don't 'function good enough' as customer and should know this and that and better. This *****.

Corporate Complaint

Can some one please tell me how to get in contact with someone from corporate. I have spoken with call center manager who is unwilling to help and will not let me talk to anyone higher in command. I am so fed up with this company and so close to switching carriers.

dbritner, We surely don't want you to leave us! It's truly disheartening to learn that you haven't received the help, needed. What specific concerns are you having with your account or service? Please share - We'd love the opportunity to turn this experience around.
TanishaS1_VZW
Follow us on Twitter@VZWSupport

Filing an Official Complaint-Bad Customer Service during Disconnection Request

I moved to an apartment complex that does not have Fios services. I called Verizon Customer Service where the Rep was rude and the manager I spoke with was even worse. I am now charged with a $92 Termination Fee, even though I did not have the option to transfer service due to the Apartments not able to allow Fios. The Manager stated that this is common practice and that they charge the Termination fee even if you move out of the country. Really? That is horrible!
I also had a contract with Direct Tv, however they cancelled the contract, no questions asked with no termination fees, since they were not able to provide satellite services to where my apartment was located. So this is not common practice.
Verizon rather charge this fee regardless of the circumstances and risk never having this customer again on service, as well as begin a horrible word of mouth path. Why would I recommend any of Verizon's services, after this negative experience?
Please tell me where I can file a formal complaint.

Hi NurseDeb80,
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.

Why are there no available customer service links for complaints about retail stores?

Having received appealing service in Meadowhall branch yesterday I can find no links for a general Customer Services and having spoken on chat to a representative the ONLY solution appears to be dealing with store direct. This hardly seems appropriate seen as though it happened in store and I would like to bring this to the attention of somebody higher. The Store Manager can not be the final say in all things Apple.
Does anybody have any ideas?

In addition to diesel's pointer to the bottom of the page, see the following:
http://www.apple.com/contact

How do I submit a complaint about a store employee?

My 75 year old mother was in FT Wayne Indiana visiting family and had an issue and was treated rudely by a verizon employee. She was quite shaken. I guess the guy was very impatient, mumbling curse words under his breath and was physically imposing. My mother will probably cancel her account she is so upset about the incident. I just feel like someone at Verizon should know about this.

billydoright, hearing what your Mother had toexperience is certainly one that is alarming to us. We do operate with integrity so it does concern us to hear this happened. We would love the chance to address all of your concerns for you and gather information from you that we don't ask for publicly. This is to protect your privacy as well as all parties involved. This is the sole reason we asked for the PM so that we can take care of this for you. We would love the opportunity to address this matter as well as provide feedback to the store location for the treatment you received.
VanetrisC_VZW
Follow us on Twitter @VZWSupport

I need to file a compliant to Corporate since the store is no help!

First of all I want to say that I am HIGHLY disappointed and upset with the service I received from your Fair Oaks, VA Store. I been going to this location for years and I haven't ever had an issue until I purchased a new phone with your mobile department.
11/12/14 I went in because my device broke, I wasn't sure weather to buy a new one or send my broken one in. I ended up buying a new LG G3 from Sprint. I am doing to Easy Pay through them so we are talking about $500+ on a phone. I liked the phone very much.
12/01/14 in the morning the phone just completely died on me. The phone wouldn't charge, I tired taking the battery out and leave it out later I put it back in. I would hold the power button to see if it would turn on but nothing happened. Completely crashed on me. The phone was charged so I knew it wasn't a dead battery.
12/02/14 I went in to the location and I was helped by a gentlemen at the mobile department. While he was writing on some boxes and trying to help me at the same time (because that shows full, undivided attention to the customer) I had explained my situation to him and asked him if I can get a new device since the phone completely died. His response right of the back "There is nothing I can do because it's out of the 15 days return policy." He also advise I can check with Sprint but I didn't buy the phone with them which I didn't understand how that would help. Since the gentlemen already said there is nothing that can be done for me and I need to submit it to Geek Squad since I have insurance with them. So now I need to pay $500+ on a REFURBISHED phone when it was only few days out of the 15 day mark.
12/04-05/14 I spoke with the department manager figuring maybe there is something she can do since she is the manager but that was a dead end conversation too. She told me there is nothing she can do and I need to submit it to Geek Squad and there should be no deductible. I also called LG directly and they advised to speak with Best Buy, once again, since I bought the phone there and Geek Squad can only provide refurbished phones. The department manager also loved saying very smart remarks to top everything off.
I find it very ridiculous that there NOTHING that a big company as Best Buy, can't do anything for their customer since I was given a defective device from that location.
12/08/14 I submitted a claim since I am not getting any help, I also called them and they told me that they only send out refurbished phones even though it was less then 30 days of my purchase. They also told me that I need to pay and ADDITIONAL $150.00 so I can get the replacement. But that is not what your department manager said, she said I don't have to pay anything since its a manufature issue but I do. So now I have to pay $600+ on a refurbished phone.
There is always something that can be done its just up to the person weather they want to do it or not. All I wanted was to get provided a new phone. I didn't want to exchange it or get my money back. I was with out a phone for several weeks because of this and I need my phone since its my point of contact. I will not be coming back to that location since the employees are very quick just to push their customers out the door and do not want to do anything to help. Seems that "There is nothing I can do." is a faster of a response then actually trying to do something for your customer. I worked in retail and there is nothing more frustrating and aggravating to get from an employee "There is nothing I can do." That is definitely not customer service. Neither of your employees took their time to help in anyway. I also tried emailing this to the stores contact listed on the website but one email bounced and the other I recevied no word. And sadly I still have the broken phone.

Hi AReyes42,
Given you had just purchased this phone 20 days before it became defective, I of course can understand you being upset by the described experience. I honestly wish the representatives you spoke to had been clearer in their advice to you.
Our return or exchange period for contract based phones is 14 days from the date of purchase. After that timeframe has past any defects or damage would need to be addressed by any coverage on the phone. Your phone has two types of coverage. It has its manufacturer’s warranty and the Geek Squad Protection (GSP) plan.
The manufacturer’s warranty should cover any defects within the first year of owning the phone; while your GSP would cover beyond that time, and any covered damage within the first year. Since you are claiming the unit is defective it should be covered by LG’s warranty, and you will need to work with them to get the phone repaired or replaced.
We could request a refurbished replacement under your GSP, but per the terms of your GSP you would be charged a service fee, and for a smartphone the service fee is $150. Since LG should not be charging to repair or replace your phone, under their warranty, I once again highly recommend you work with them towards getting this resolved.
I have filed a formal complaint on your behalf, and if you do have any questions for me please post back to this thread.
Thanks for posting,
Allan|Senior Social Media Specialist | Best Buy® Corporate
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Verizon won't let us activate a new basic phone. Just filed FCC complaint

My mom has had this Verizon plan for nearly 10 years. It's not a bargain by any means. It's $12 a month plus $0.25 a minute. Kind of a rip-off. But she likes the plan. Anyway, she recently added a $10 texting plan and talked to one of the sales managers at the store about getting a new phone (texting with a flip phone isn't practical.) He said she couldn't get a new phone with a QWERTY keyboard because she still has a year left on her contract, but recommended she get a phone elswhere, or buy one. She asked multiple times if Verizon would be able to activate the phone, and the salesman said yes multiple times. So she bought a new texting phone, an EnV3.
She called up Verizon to activate it, and they told her that the plan is no longer valid and any device switch would involve changing plans to a more expensive version. Keep in mind she's under contract after she got a new flip phone last year. What should I do? The store couldn't activate the phone either. I'll try online but not sure if it will work. I filed an FCC complaint though so maybe that will help. Otherwise, I'm getting my mom off Verizon once the contract is up. AT&T is good in our area, and even T-Mobile is. At least you get what you pay for with them.

kgor93,
After ten years of loyalty, we want to see your mom here for another ten strong. Pending which plan she is on, a Verizon Wireless device like an EnV3 may require current pricing plans in order to make the switch. Do you happen to know the exact name of the plan she's currently on as well as the offerings? Also, which device does she currently use? We're going to do everything we can to express options to make sure she gets some proper help so she can stay on board.
Evan_VZW
Please follow us on twitter @VZWSupport

Complaint against store sales associate

A few days ago I went into an Att store to upgrade to phone. I was greeted by 3 sales associate of which one assisted me. I knew what I wanted so I just told him I was due for an upgrade and wanted a samsung galaxy 6 edge.
But before all that I specifically asked him if my current plan would change since I was grandfathered in with unlimited data which I did not want to lose. He said nothing would change as I am merely upgraded my phone not my plan. I told him if it would change I did not want to upgrade. He reassured me it would not change.
So he went to the back and a new phone for me. He then tells me that since I got a new phone, I had to purchase insurance for the phone and I had no choice in declining. He said I would not be charged for the first month but if I did not want the insurance plan, it was my responsibility to cancel it since there was nothing he could do.
Fast forward two days later when I checked my new bill and service contract online. So my unlimited data was removed and in it's place was some other plan With 3 gigs. I called customer support, which was the friendliest most helpful person. She was able to file a form to try to get my unlimited data back and explained to me about the "optional" insurance plan.
Apparently, the sales associate took it upon himself to lie and change my service contract and add an optional insurance without my consent.
I love Att and I am not speaking badly about your company but I would like to make a formal complaint against the sales representation. How would I do that? I don't want anyone fired but maybe Att can send a secret shopper and see how illegal their employees operate.

I have a similar complaint with a store associate in Indiana. I have been a customer for several years (AT&T Purchased Centennial and I became and AT&T customer (iPhone 3Gs if that helps date the plan) and I have always had 4 mobile phones on my lines. I recently spoke with a store associate about upgrading two of the devices and he proceeded to tell me how much better the new Mobile Share plan is. I have a single phone that is still under contract as I had to remove and add a line to upgrade the phone about a year ago and I told the associate that I was unwilling to sign up for a new plan because I didn't want to pay the $25/month additional access fee and that I would just go purchase two new phones outright from Apple. The store associate GUARANTEED to me that he would waive the additional ($25) monthly access fee if I signed up for at least the 10GB package and got two new devices. I did this and a week later checked online to see the plan updates on my account and did not see the discount so I called the store and spoke to the same associate who said "that won't show up until your next bill." Once my next bill came I had to call again because the discount was still not applied and the associate assured me that he would be speaking with his manager and the corporate office to file the paperwork to get this done but that I should call the customer retention line.Once I called these people they said that they would either revert me to my old plan (which would now be increased in price with two new iPhone 6+ devices) or that they would give me a $20 discount (before my company discount) which due to the structure ends up being only about a $15 discount which leaves me paying an additional $10/month for the next 15 months. I was also told by the "retention team" that they do not stand behind promises made by store employees. This is sad as long-term customer whose family and employees all use AT&T (for now). I get business discounts on Sprint and Verizon as well so I suppose I will start looking at their offers.

Filing a corporate complaint on a store

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