FIOS Voice is terrible. Customer service sucks.

This is the probably the 5th time I have had to get a technician to repair a dead phone line. I do not understand how incompetency of Verizon to repair the oldest technology in communication. I can have great internet service but poor voice.

You're talking to other customers here on this peer-to-peer forum.
I've had nothing but good experiences with FiOS Digital Voice on two lines.
When you have phone line problems, have you tested at the ONT? There is a telephone jack on the customer access panel in the ONT. If you plug in a phone and don't get dial tone, it's Verizon's problem. If you get dial tone, the problem is in the wires inside your home.
Unless you have a wire maintenance plan, Verizon isn't responsible for the wires inside the home. They will fix problems for a fee, or you can fix it yourself or use your own contractor.
You can find more self-help information here:
http://www.verizon.com/Support/Residential/Phone/fix.htm
http://www.verizon.com/support/residential/phone/homephone/general+support/troubleshooting+procedure...
Note that unlike the ONT in the pictures above, many ONTs have phone line plugs with nothing plugged in. When you plug in a test phone, the wires to the house will be disconnected automatically. Simply unplug the test phone when finished to restore the connection to the house.
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.

Similar Messages

Contract mis-sold. Terrible customer service from a supervisor-no clear way to make a complaint

After being a good customer for a year and a Verizon Wireless customer for 5 years, numerous issues with Verizon Fios have surfaced.
1) Representative totally mis-informed about the contract
When I took out a contract with Verizon FIos a year ago, I had not wanted to have a contract because they only option available was for 2 years and I knew that the lease for my apartment was only for 1 year and in all likliehood I would be moving. I was told by the representative that there would be no problem if I took out a 2 year contract because I could simply transfer the existing contract to wherever I moved with no issue.
Fastforward a year and I'm moving, call Verizon to make the transfer and i"m told, that actually i'm effectively cancelling my existing contract and re-starting as a new customer. This means that my bundle has gone up $10 a month and I would have to start another 2 year contract.This completely contradicts what I was told a year ago. I would never have taken out the 2 year contract if I had known this.
2) Terrible customer service from someone who is a supervisor
This morning I spoke to a representative and after she said she couldnt address my concerns about being mis-sold the contract, I asked to speak with a supervisor. How he handled the call was incredibly unhelpful and rude - I dont understand how someone at a supervisor level can have that kind of attitude. First he tried to indicate that it was my fault for not being clear with the representative last year (before he knew the full facts), he did not take show any recognition that being mis-informed about a contract is a significant issue. When I asked him how to make a complaint he told me to go to verizon.com/contact. I did this while I was on the phone with him and told him that there was no clear way to make a complaint, I was told "I am a supervisor, I cant sit here on the phone with you and take you through it step by step" - I was not asking for step by step help, I assumed that as a supervisor he would know which wa the right section to click on. He then basically made it sound like I was an idiot and I was told that every other customer seems to find it intuitive (which judging by other comments on this forum about the contact piece of the site is not actually true).
3) Impossible to file an official complaint through normal channels
There is no email address to which you can send a complaint (according to the team on the phone). On the verizon.com/contact page, there is no option for making a complaint. When you type in a question about making a complaint nothing comes up. This seems ridiculous and makes it seem like Verizon is not interested in hearing customers feedback.

Hi customer11201,
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.

Fed up with the terrible customer service.

I'm so fed up with Verizon's terrible customer service. My DVR started going out last week. I figured that now would be a good time to get the new 500gb DVR that all of the new customers get to have. After several long calls with "customer service" they said that I could pick one up from the local store (which is a 30 minute drive). So after calling in the morning to make sure that the boxes were in stock, I went down there. They refused to give me the newer 500gb DVR, instead giving me a 120gb DVR.
When I got home, I called customer service again three more times. The third time, the customer service agent put in an order for a new DVR, promising me that I would receive the 500gb box. Guess which DVR they sent me? The 120gb DVR!
Again, I called customer service, got hung up on, called back again and was unable to speak to a supervisor. They also claim that they have no control over which DVR they can send. That's so ridiculous.
I've had it. I pay waaaaaay to much and have been a loyal customer for over 4 years. I don't even get the 25/25 internet speed that I'm paying for. As soon as my contract is up I'm switching to Time Warner or AT&T. I know their customer service is much better, and at least I'll be able to use a faster wireless router.
Good Bye Verizon. You're way too expensive for how you treat your customers.
Solved!
Go to Solution.

October 2011
Wanted to add another set top box for a 3rd TV. So I called customer service and had them send me one instead of going to the FiOS store which in my area, which uses 2 gallons of gas round trip. I asked for the newer black colored box which is lighter and uses less energy. 2 days later, the package shows up at my door and low and behold, they sent the old large box instead. Surprised? So I called the local FiOS store in Spring Valley, NY since I couldn't get through to customer service on the phone that morning (perhaps because it was the day before hurricane Irene struck the NY area) and was told to just bring it up there. I wound up spending FOUR HOURS in the store as I was told they couldn't switch it out because it wasn't plugged in and activated! They made calls to different departments in an effort to straighten this out, but to no avail. I wanted to take the box and smash it on the floor in front of them! Unless I miss my guest, ALL cable boxes are tracked by their serial #, so why was there a problem? Because of a colossal design FLAW in the Verizon FiOS computer system that requires you to plug in & activate a box BEFORE you exchange or return it. Have you ever heard of anything so stupid in your life? So I took the old box home, took apart that part of the wall unit, replaced the existing HD setop box with the wrong one they sent, activated it, put the wall unit back together, took the box I've had for 4 years back, got the new design one, bought it home, installed it, and low and behold, THERE'S NO CLOCK DISPLAY! The excuse customer service is giving out for this one is that alleviation of the clock display makes the box use less energy. Just who does this company think they're BSing? I was in the digital clock biz back when digital displays first came out in the 1970's. These vacuum florescent types use barely any power at all to speak of compared to what the box consumes overall. They know the average consumer doesn't have the technical background I have to know better. Just another excuse so Verizon could save a buck or 2 on each box they buy from Motorola, As Porky Pig would say, "BADEE BADA BEDED THAT'S ALL FOLKS!"

TERRIBLE CUSTOMER SERVICE ON THE PHONE

I just wanted to lodge a complaint about Verizon Fios Phone Reps. I lost my dial tone on my phone and it comes back sporadically. In any case, that is not acceptable.
So I call Verizon and chat with the representative. I am not in the best of moods at this point because I have to go through this rigamarole of answering all these questions which were all answered before -- and told AGAIN that the problem is in my home -- which it is NOT -- but that is what they are seing on their screen -- as if what is reported to them by their computers are always correct.
Whatever.
So, schedule the appt. They cannot NARROW their appt window down except to say it will be ALL DAY SATURDAY. THEN adding insult to injury - they say that if the problem is in the home -- that I will have to pay for it. Ok -- whatever. I tell them that if the problem is not in the home and I have to wait all day for Verizon to show up -- does this mean that Verizon pays me my day rate?
I understand that they have to say this but this particular rep repeated it four times over the conversation -- whatever. Just set up the appt. WHY CAN'T THE NEW YORK OFFICE CLOSE THE SERVICE WINDOW TIME FRAME To either in the morning or in the afternoon? Why all day? If other companies can close the time frame -- why can't verizon?
Over and over he repeated that I would have to pay -- just because a screen tells him the problem is in the home. IT IS NOT. There was a heavy rain here on Wed and usually what happens is that the lines get wet and the phones get all static-y and I guess this time -- the lines just went down. The dial tone comes in and out.
Also, I checked all my phones by connecting and disconnetcing as verizon's ROBOT told me. And it was confirmed that the problems were not my phones.
In any case -- Verizon --- your customer service SUCKS and I will make sure to tell everyone that I can.

I'm sorry you are having difficulty. An agent with access to your account will reach out to you directly by email, private message in the Forums and/or the billing telephone number on your Verizon account for more information or to help you resolve your issue.
Moonlighter17 wrote:
I've been trying the local store approach with no help. Either I get someone that has not idea what different model set-top boxes Verizon carries or they are not wanting to help. I even had one person tell me all of the boxes verizon has are the exact same, that they only carry ONE model box!!
I've had service for several years and this is the first time I've really needed support and I'm very dissappointed!! I guess I will have to switch to cable or satellite. DirecTV keeps sending me super promotions to switch back.
UGH!!!

Has anyone else had terrible customer service trying to replace a lost or stolen phone through Verizon?

Has anyone else had terrible customer service trying to replace a lost or stolen phone under their warranty plan? How did you get a resolution or replacement phone?

Hello dpetrie,
A lost or stolen phone is definitely not fun! If this is the case then I'm sure that we have an option available for you. May I ask what model device did you lose? As tikibar1 mentioned, do you have insurance on the device? If so then please advise so we can share options with you.
Thank you...
ArnettH_VZW
Follow us on Twitter @VZWSupport

ChatandVision – terrible customer service, PLEASE ...

ChatandVision – terrible customer service, PLEASE READ
I would like to share with community and SKYPE my not so recent chatandvision experience.
I have purchased Skype phone from chatandvision, which is basically link from skype shop but transaction handled by chatandvision and not Skype.
Purchase was done on 31st of January. On 18th of February I contacted chatandvision for tracking number as order did not arrive.
Despite clear writing on chatandvision site that orders shipped via trackable service this is reply I got:
Dear Alex,
Sorry to hear you have not received your package.
We can confirm that the order has been sent via Airmail Postage from Hong Kong on the 4 February so you should receive it soon. Airmail service distribution is similar to that of HK Post. This type of delivery service has no tracking number yet hope that any delay is minimal.
Normally, orders leaving Hong Kong, deliveries via Airmail Postage mail are generally 7 to 10 business days.
But please note that the delivery time may vary and can take a little longer subject to local customs. Sometimes it can take up to 14-21 working days for your package to reach your destination.
We thank you for your patience with this issue.
Sincerely,
Marcela
Customer Care Officer
After 2 more weeks and still no goods I contacted chatand vision again asking for refund, here is reply:
Dear Alex,
Thank you for your e-mail.
Regarding your concern, I’m afraid that it’s not possible to process a cancellation or refund at this stage, as your goods are now out of our hands. This matter has been escalated to our management and you will be updated via email regarding the situation.
If you still wish to cancel your order, please reject the item should delivery be attempted by our courier. Should you be unable to reject the item, please contact us again for further instructions on our RMA process.
Should you have any further queries please do not hesitate to contact us.
Sincerely,
Debbie
Customer Care Officer
March 18, Two more weeks another email to chat and vision, here is reply:
Dear Alex ,
We apologize that the item has not reached you as of now.
May I ask if you have checked with your neighbors or workmates? It may be that the item was accepted on your behalf. If not, do kindly allow a few days for the item to arrive. Delays are common usually caused by local customs and postal services of the receivers' country.
In any case, please do feedback and reply me anytime and thank you for your patience throughout.
Sincerely,
Debbie
Customer Care Officer
March 28th, after several emails to chat and vision here is reply:
Dear Alex,
We apologize for the inconvenience this may have caused on your end. I'd like to confirm though that we have now processed your refund.
Refunds typically take 2-5 business days to process from our end, depending on how you paid for your original order (we always credit back to the same credit card that you used for payment). Unfortunately it can sometimes take another 2-3 days for your bank to process the refund, so we advise that you allow 7 days for the funds to be seen in your account.
The good news though is that we’ll send you an email to confirm when the refund has been completed.
Please let me know if there is anything else I can do to help, and I hope that you will shop with us again in the future.
Sincerely,
Debbie
Customer Care Officer
April 4th(this is 2 month after purchase) here is email reply from chatandvision:
Dear Alex,
We are contacting you with regards to your refund.
We sincerely apologize for the inconveniences caused. Unfortunately, we can no longer process your refund as normal. We would need to confirm your active PayPal account/email in order to make a transfer instead of refund as the PayPal refund policy timeframe has expired.
Look forward to hear from you soon.
Sincerely,
Marcela
Customer Care Officer
April 10th, after contacting chatandvision again and sending my email and PayPal etc… here is reply:
Dear Alex,
Thank you for contacting us and your feedback. I have forwarded this case to our accounting department with priority. Rest assured that you shall be receiving your credit within the next couple of days. Once refunded it can up to 2-3 business days for the credit to appear on your account.
Once again, sincere apologies for the delay and thank you for your extended patience.
Sincerely,
Fatima
Customer Care Officer
April 30th, 3 month after purchase reply after asking about refund:
Dear Alex,
Our sincere apologies for the delay of your refund.
We would like to inform you that since the time frame for us to refund the order through PayPal has already expired, therefore we shall arrange for a transfer instead. In the light of this, please kindly confirm your active PayPal account and email address.
Looking forward for your reply.
Sincerely,
Jayden
Customer Care Officer
Its 9th of May, probably 15 emails to ChatandVision, tons of wasted time and about 100 euro, by now I have only one question how company like this can be a SKYPE preferred supplier?
With this service and attitude it’s surprising they are still in business, or perhaps they are in business because they just take your money and do not care afterwards.
Please BE AWARE when purchase from them

the webpage should be closed from google and microsoft.If skype is using that (offensive text removed) and not listening customers.....(offensive text removed)
Exactly the same situation with me......I "bought" the skype phone over the skype webpage....
Skype should be responsible also for partners..........
Viktor from Bern
alexap wrote:
ChatandVision – terrible customer service, PLEASE READ
I would like to share with community and SKYPE my not so recent chatandvision experience.
I have purchased Skype phone from chatandvision, which is basically link from skype shop but transaction handled by chatandvision and not Skype.
Purchase was done on 31st of January. On 18th of February I contacted chatandvision for tracking number as order did not arrive.
Despite clear writing on chatandvision site that orders shipped via trackable service this is reply I got:
Dear Alex,
Sorry to hear you have not received your package.
We can confirm that the order has been sent via Airmail Postage from Hong Kong on the 4 February so you should receive it soon. Airmail service distribution is similar to that of HK Post. This type of delivery service has no tracking number yet hope that any delay is minimal.
Normally, orders leaving Hong Kong, deliveries via Airmail Postage mail are generally 7 to 10 business days.
But please note that the delivery time may vary and can take a little longer subject to local customs. Sometimes it can take up to 14-21 working days for your package to reach your destination.
We thank you for your patience with this issue.
Sincerely,
Marcela
Customer Care Officer
After 2 more weeks and still no goods I contacted chatand vision again asking for refund, here is reply:
Dear Alex,
Thank you for your e-mail.
Regarding your concern, I’m afraid that it’s not possible to process a cancellation or refund at this stage, as your goods are now out of our hands. This matter has been escalated to our management and you will be updated via email regarding the situation.
If you still wish to cancel your order, please reject the item should delivery be attempted by our courier. Should you be unable to reject the item, please contact us again for further instructions on our RMA process.
Should you have any further queries please do not hesitate to contact us.
Sincerely,
Debbie
Customer Care Officer
March 18, Two more weeks another email to chat and vision, here is reply:
Dear Alex ,
We apologize that the item has not reached you as of now.
May I ask if you have checked with your neighbors or workmates? It may be that the item was accepted on your behalf. If not, do kindly allow a few days for the item to arrive. Delays are common usually caused by local customs and postal services of the receivers' country.
In any case, please do feedback and reply me anytime and thank you for your patience throughout.
Sincerely,
Debbie
Customer Care Officer
March 28th, after several emails to chat and vision here is reply:
Dear Alex,
We apologize for the inconvenience this may have caused on your end. I'd like to confirm though that we have now processed your refund.
Refunds typically take 2-5 business days to process from our end, depending on how you paid for your original order (we always credit back to the same credit card that you used for payment). Unfortunately it can sometimes take another 2-3 days for your bank to process the refund, so we advise that you allow 7 days for the funds to be seen in your account.
The good news though is that we’ll send you an email to confirm when the refund has been completed.
Please let me know if there is anything else I can do to help, and I hope that you will shop with us again in the future.
Sincerely,
Debbie
Customer Care Officer
April 4th(this is 2 month after purchase) here is email reply from chatandvision:
Dear Alex,
We are contacting you with regards to your refund.
We sincerely apologize for the inconveniences caused. Unfortunately, we can no longer process your refund as normal. We would need to confirm your active PayPal account/email in order to make a transfer instead of refund as the PayPal refund policy timeframe has expired.
Look forward to hear from you soon.
Sincerely,
Marcela
Customer Care Officer
April 10th, after contacting chatandvision again and sending my email and PayPal etc… here is reply:
Dear Alex,
Thank you for contacting us and your feedback. I have forwarded this case to our accounting department with priority. Rest assured that you shall be receiving your credit within the next couple of days. Once refunded it can up to 2-3 business days for the credit to appear on your account.
Once again, sincere apologies for the delay and thank you for your extended patience.
Sincerely,
Fatima
Customer Care Officer
April 30th, 3 month after purchase reply after asking about refund:
Dear Alex,
Our sincere apologies for the delay of your refund.
We would like to inform you that since the time frame for us to refund the order through PayPal has already expired, therefore we shall arrange for a transfer instead. In the light of this, please kindly confirm your active PayPal account and email address.
Looking forward for your reply.
Sincerely,
Jayden
Customer Care Officer
Its 9th of May, probably 15 emails to ChatandVision, tons of wasted time and about 100 euro, by now I have only one question how company like this can be a SKYPE preferred supplier?
With this service and attitude it’s surprising they are still in business, or perhaps they are in business because they just take your money and do not care afterwards.
Please BE AWARE when purchase from them

Terrible customer service from Brendan at Telstra Bourke St Melbourne

Hi All,
Just thought I would ask your advice concerning repairs to my Iphone I requested from Telstra.
The phone is great and I love it, my only problem is that it no longer turns on anymore.
I took it to the shop where I bought it on (yep I lined up to buy it the day they were released ), the really flashy Telstra shop in the Bourke Street Mall. I got one of the techs on the front desk to look at it. He then took it to the head tech guy and he came back and said they would not repair or replace the phone under warranty. He said that it had a 'disturbed liquid submersion indicator at the bottom'.
I have never droped it into water the whole time I have owned it, but I do travel overseas to humid areas so that may have set off the 'submersion indicator' to make the techs think that I dropped it into a puddle when I have never done that.
Obviously, its a real pain, not having a phone for even a day, so I asked what my options were. I was told that the 'apple warranty is void and repair/exchange can not be carried out and the replacement cost for an 8gb for $670'.
The quotes above are from what is typed on my Service Repair Order.
I asked was it possible to send the phone to Apple to be inspected, and they advised that it was not, and that my only option was to purchase a new phone, and that I had two options. Firstly, if I surrendered my old phone, a replacement would be issued for $670. Secondly, I could simply purchase another iphone 'outright' for a cost of $726.
I tool the second option, and have a brand new phone, although I am disapointed that I now have an almost new phone that simply stopped working that is now used as a paperweight.
I tried everything to minimise the cost of getting a working iphone, and after talking to the lead tech, he then got the store manager to discuss my options.
Brendan said he was the store manager, and eventually let me know his name after first stating 'I dont have to give you my name' and eventually told me his employee number was 0238895.
He spent over an hour checking the situation while I waited, but would not put anything in writing except some notes in the section related to the 'reported problem' on the Service Repair Order.
Is the advice that Brendan from Telstra gave me correct, and was it necessary for me to purchase another brand new handset for $726?
If anyone has any questions I can be contacted on <Edited by: Host>
Kind regards
Wayne B

See the response that I provided to Tamara regarding the recent change to the policy.
You might want to print the new version of the policy and bring your receipt and go back to Telstra and see if they will consider an adjustment, i.e. you return your brand new iPhone, they swap it for a refurbished iPhone and credit you with the difference in price.
I actually fail to see where you received "Terrible customer service from Brendan" as stated in your title.

Terrible Customer Service - Lifetime Customer Lost

I placed (5) calls into customer service this past week, the last (2) I was hung up on by supervisers. Once I asked for a manager and was told they would not transfer me. This stems from me Downloading a video game through my psn account, the game caused my ps3 to crash everytime I played it. I spoke with customer service and followed all their steps, including uninstalling and reinstalling the game but it continued to crash my system. I asked for a refund but was told she "wasn't able to process" one and all sales were final. I disputed the charges on my credit card and now my account has been suspended. I have gravitated towards sony products all my life, owning a vaio computer, sony tv, PS1-3, but I am so put off by a complete lack of concern or willingness to help a lifetime customer that I will not be purchasing anymore sony products with such a glarring (yet simple to fix) problem such as customer service I straightforwardly told the superviser they were going to lose an avid customer they have had since I was 15 and I was told they couldn't help me. This, over a $29 broken game. Terrible way to treat loyal customers.

Wow. It is amazing to see how many people are having the same issue as me. I just got hung up by a Sony Customer relations representative right after she raised her voice and said I'm rude. I have been in the customer service business for 20 years so I understand SOME customers can be unreasonable and upset, and I have been on the receiving side many times. That's why I try to be as nice as possible over the phone as it is not their fault I have a lemon 4K X900 Tv. However when they are rude and raise their voice it becomes personal.
I've been dealing with this TV for a while. First it doesn't stream Netflix in 4K although it is a 4K TV. Then I found out none of the HDMI ports on the Tv support 4K either right after I spent $700 on a 4K media player. So they sent someone I helped him unmount the Tv, replaced the board and mounted the Tv back. The latest issue is extreme overheating that I can't watch my TV for more than an hour before it shutting down or freezing.
Anyways after almost 3 months of runarounds and phone calls and emails someone called me and said they don't have the part and they will replace my TV. Cool. The next day someone else called and said oops sorry we don't have a comparable TV and the escalated the issue to the customer relations. She finally called today and said there is nothing they can do and their best offer is giving me my money back. I don't want the money just fix my TV or replace it with a new one. My other option was to pay them another $1500 so they can send me a 55" TV. And then she started talking to her coworkers in Indian thinking she hung up on me but I could hear everything and not understanding it.

Terrible customer service and relations

In January of this year my wife and I switched back to Verizon from StraightTalk. I purchased the Droid Turbo and she purchased the IPhone. Shortly after getting our new phones, I made the dumb mistake of laying my phone on the back of my truck and drove down the road. When I realized what I had done, it was too late. My phone had already fallen off and had been smashed. I had not purchased the insurance for the phone so I knew I was going to have to foot the bill since we were on the Edge plan. After confirming this with VZW, I paid the $635.99 on February 10, 2015 at Z Wireless in Everett, PA to buy out my contract. I was then told that I would have to wait for the billing cycle to roll around, which was only a couple of days, to get a new Turbo on the Edge plan. I went back to the store once the bill posted to get my Turbo. They tried to scan the phone but their screen would not let the transaction go through. They then contacted VZW to see why. I was then told that I had to wait 30 days because of policy. I then went back to the store on March 10, 2015 to get my Turbo as instructed by VZW customer service. After arriving at the store, we had the same problems as before. The store was told by VZW that it had to be a full 30 days and that I could get my Turbo on March 11, 2015. So on March 11, I went back to the store, as instructed by VZW customer service, to get my Turbo. Once again, the transaction would not go through. The store contacted VZW to see what the problem was this time. I was then told that VZW had not posted my payment until February 16, 2015 and that the 30 days did not start until then. I paid the $635.99 on February 10, 2015 and it came out of my bank account on February 12, 2015. I then personally contacted VZW to voice my displeasure and to see if there was anything that could be done. After talking with several customer service representatives, it was obvious that I was now going to have to wait until March 16 to get my Turbo. So on March 16, 2015, I contacted VZW before I made another trip to the store to get my phone. The VZW customer service representative assured me that I was able to get my phone today. I then made another trip to the store to finally get my phone. Wrong! After once again trying to scan my phone, the store manager had another message come up on her screen. She then contacted VZW once again to see what the problem was. I was now told that it could take up to 60 days to get my Turbo because there is something wrong with the VZW computer network. Even though I am now supposedly eligible for the Edge, I still cannot get it because of a problem with the VZW computer system. So, as of 11:43 am on March 19, 2015 I am still without the Turbo. I cannot for the life of me see how and why it takes this long to get a cell phone. I understand policy and procedures, but it is a cell phone, not some national security issue. In all my conversations with the customer service at VZW, about all I can get is the standard " yes I will help you get this resolved" and then the " I am sorry, there is nothing we can do but we appreciate you choosing VZW". I so very much regret leaving StraightTalk and choosing VZW. I am tired of calling customer service and nobody knows when I can get the Turbo except it was 30 days and now its 60 days. After our contract is up, I can promise VZW will never see another penny of my money. I know one customer is not going to break your company but I am very highly UNSATISFIED with the entire VZW company. If there is anything that you can do to expedite or resolve this process I would very much appreciate it. I hope that this does not fall on deaf ears or just get deleted. I look forward to your response

Wow, I can certainly understand why you would be so frustrated lastchancewithvzw. We want our Edge program to be an easy process to customers and I apologize you have not experienced that recently. I would like to clarify the buy out process with our Edge program. The 60 day time frame to enter a new Edge agreement is correct. The Edge buyout amount is shown on the bill the same day. However, they payment is not applied to the account after one bill cycle to ensure there the payment is not reversed or disputed. I apologize about the confusion caused. Thank You, MichelleS_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!!

Customer service sucks

Since 2007 I have been a loyal Verizon Wireless customer. On September 3, 2011, a friend of mine told me that she had called but someone who she did not know answered. When asked if she had somehow misdialed the number she said that she dialed from her contacts list which she had used before. I thought then that it could have been a technical error.
She called me later and told me that the person who answered spoke Spanish. When she asked him for his number he gave her the same number as mine. I have had the same number since I first started with Verizon in 2007. He had told her that he activated a new line with PagePlus on September 2, 2011. My friend suggested that I should call Verizon customer service.
I contacted Verizon Customer Service and explained the situation to the representative. When the rep called my number to verify the problem, the first call was directed to me. However when the rep called a second time the call was directed to the other person who had the same number as mine. I have no idea what the representative said to him, but when she call me she said that she didn't know what happened to my account. She said since she couldn't speak Spanish and communicate with the other person, the problem couldn't be resolved.
I asked if there was Spanish speaking rep who could call the other person who had my number and converse with him in Spanish. Since the phone calls weren't directed to me, we assumed it was directed to the other person. He didn't answer any of the rep's calls. The representative suggested that I should change my number. I told her that this was my number since 2007 and I did not want to change it since too many people know this as my number.
In another attempt to resolve this problem, I went to the Verizon store at Western & 7th. I explained the situation again. They called my number, but again it was directed to the other person who had my number. The rep spoke with him, but since the rep couldn't speak Spanish, he called customer service. They dialed my number, but this time it was directed to me. They couldn't see what the problem was and didn't believe me or the rep at the Verizon store.
Again in an attempt to resolve this problem, I went to the Verizon store located at 3785 Wilshire Blvd, Store #570701 And again I explained the situation that someone else had the same number as me and that I couldn't get the problem resolved from Verizon.
The reps at the store called technical support who transferred me to a Korean interpreter. I explained the full story again and the interpreter said she checked my account but couldn't find any problem. I told her to check my call history and see that I had called several times about this problem. I asked her to call me to confirm what the problem could be.
She called and the first call was directed to me. I asked her to try again since calls sometimes get directed to me and at other times are directed to the other person. When she tried again my phone didn't ring but there was an indication that a mobile phone was ringing, however the other person didn't answer. I told the rep that I didn't get that call since my phone didn't ring. I suggested that since my phone didn't ring, the call must have been directed to the other person who probably didn't answer the call.
The rep didn't believe this to be the case, however she did not offer an explanation what had happened.
I explained that if the call didn't go to the other person who had the same number, how can she explain my phone not ringing. She just said she didn't know. I asked for her to call several more times until the other person answered, but she said she couldn't do it without offering any further explanation why she wouldn't. I asked to speak with her supervisor and again I had to explain the full story. I pleaded with them to again call my number to try to resolve this problem. The supervisor firmly said, "no". I asked how they could resolve this if they would't make a phone call to see what the problem was that someone else had my mobile number. He told me that my friend and I must have been misdialing the number. I replied that
while it's possible that it could happen, it would be inconceivable that this would be done repeatedly, especially since my friends have my number either on speed dial or on a contact list.
I asked them to check my call history and see what the first representative knew. he said that he couldn't call the first rep but that he could email her. I asked why not email her now, but he told me that the first rep was most likely finished for the day. However he could have sent it anyway and have her response by the next day, but he didn't appear to be willing to help me resolve the problem. After speaking with them for about 4 hours, I got the impression that either they didn't want to resolve my problem or they didn't care. I felt that these representatives lacked professional courtesy to help your customer. What kind of customer service is this? I hung up the phone frustrated again and with no help from Verizon.
I called my own number and the person who also had the same number as mine answered. The store manager ask him when he got the phone number, where and what phone provider he used. He told that he activated his mobile line from PagePlus on September 2nd. Since he understood the situation he told me that he was going to go back and get his number changed ASAP.
On September 5th, I sent an email to Verizon and they sent an instant email saying they would reply to me within 24 hours, as of the date of this letter I have not yet receive anything from Verizon.
On September 6th, I called customer service again and explained the situation and the rep said they would need to connect in technical support and asked me to hold, but I was disconnected.
I've dealt with this issue for several hours on the phone with numerous Verizon reps and went to several Verizon stores and received no help nor any resolution from them. I had to resolved this issue myself without any assistance from Verizon. I am frustrated that Verizon charges for their service and when there is any problem not of the customer's making the Verizon reps and service personnel lack professional courtesy and fail to show the customer any respect. How I was treated by Verizon's Customer Service and Verizon's representatives is totally unconscionable, totally lacking in compassion and professionalism.
I hope that Verizon will try to resolve your personnel's lack of professionalism and treat your customers with the respect that they deserve, there are other providers that we can go to for our mobile service.
Thank you for your time.

I have had no phone for 4 days. WHAT AM I SUPPOSED TO DO?
I wish I never changed to Verizon. I never had the problems I have had with them when I was with Comcast. AND if I needed to talk to someone at Comcast, I always got a person...a REAL LIVE PERSON!
I thought Verizon was supposed to be wonderful. Well...Fios TV is awful and now, I do not have a phone in my house, because I have no dial tone. I tried calling Verizon on Sunday, waited 45 minutes before hanging up without anyone ever answering. I was never told they were not open, so I just have to assume they were. I tried chat then and now and it's not available. I'm not going to waste anymore of my mobile phone minutes on this crap.
I plan on having Comcast pay my early termination fee and going back to a company that stands behind it's service. Why did I ever switch????????????????

Terrible Customer Service / Inventory Issues

I visited the Mentor, Ohio store this evening and am completely dissassified with the level of customer service provided by the sales staff and the store manager. I arrived at the store at 8:30 PM looking to purchase a Nest Protect smoke detector - $99.00 item. I asked several folks where they are located and they pointed me to different locations. I found the aisle where the Nest devices are but was unable to locate the item I was looking for. One of the sales associates looked in the system and said it shows 0, but maybe they are somewhere else. (If it says 0 how would they be somewhere else??) I showed him their online page via my phone that says pickup is available TODAY at their location. He said it must be wrong and again, maybe there is one somewhere else in the store. Huh? So - I went to customer service and found someone that was apparently a supervisor. I explained my interaction with the sales assosciate and explained what I was looking for. He did say sometimes the online page isn't in sync or inventory counts are off - BUT - they just did inventory on Sunday so they should be close. He found the item I was looking for in the system and it shows they do have 4 (the other guy said 0). He said he'd go track one down and he'd be right back. 10 minutes or so later the same clueless sales associate comes over and says his manager said he looked everywhere and can't find them. Then he says maybe I want to look back by the hard drives near computers and a couple other random spots. Ok - you want the CUSTOMER to go look around your store to find your misplaced inventory that was apparently there when you took inventory? I said I'd wait for the manager to return. Another 5 minutes goes by and some other random associate says yeah the manager can't find them. She also explains that they always have inventory issues.
Where was the manager during all of this? Why couldn't HE come explain how he just misplaces inventory?
How about offering to take my name and call if someone finds it?
How about offering me something for standing around there for a half hour why they look around the store? Oh yeah - I guess I was supposed to be the one looking for it
No appology... no nothing.. Just yep, our inventory sucks. Really?!? Is THAT how you want to do business? Is that C.U.S.T.O.M.E.R Service?
On my way home - I decided I'd call customer service. I said I'd like to make a complaint about one of the stores. They said one moment they'd transfer me. I was transfered and picked up - he goes oh hmm let me see what department that would be. He fumbles around for close to 5 minutes.. keeps saying ok just a second let me see here... then he goes ahh ok I found it and transfers me... I get music for about 10 seconds and....yep... the best thing ever... call drops. How's THAT for customer service?
BestBuy - you seriously need some lessons in how to treat customers. Get it together. I'll be shopping elsewhere in the meantime. What. A. Joke.

Hello EricMCSE76,
Finding a great smoke and carbon monoxide detector is essential to adding safety and comfort to your home. Nest Protect is a wonderful choice! It is disconcerting to hear about your experience at our Mentor, OH store when you attempted to make your purchase.
Via BestBuy.com, I see that both the wired and battery versions we carry both show as available for same day pick up. When checking our inventory systems for the Mentor, OH store, it appears that we should have both available at the store. This is discouraging to find, as it seems both our associates and a manager were unable to locate the products in our store.
While this might not be your typical movie or computer that you would be able to easily locate the area of the store that it should be located in, our associates should be knowledgeable and helpful in locating such an item. I am truly sorry if this was not the experience you had when you visited our store in search of a Nest Protect smoke and carbon monoxide alarm.
I am truly grateful for the time you have taken to share this experience with us on the forum! I hope that this experience hasn’t influenced your future shopping destination. If you should have any questions or need further assistance, please let me know.
Regards,
Tasha|Social Media Specialist | Best Buy® Corporate
Private Message

Terrible Customer Service Experiences and

Things added to my order I knew nothing about.
I spoke with someone last night., after being on hold for over 20 minutes. We decided to upgraded my modem.
Today I see there is an appointment scheduled later this week for VOICE.
I have not idea what this is,
I was chatting with someone who was useless, (tech) given to someone in billing who disconnected me, This is after an hour.
I have tried to call but have no idea how to navigate the prompts. But did get thru to someone who had no clue.
I chatted again with someone who then called me and transferred me to someone in billing (I guess they also extended my contract)    I could barely here him and I gave him the answers, but he said I was wrong.
Well, little mr verizon, I have tried to cancel the appointment and you can blame Alex in FL for one for not doing his job.
Solved!
Go to Solution.

tkr wrote:
For the last 3 months, my DSL service has been intermittent or not working at all. I've reached out to Verizon customer service over and over and just recently received help. My issue was the DSL upload/download speed, it appears that my account had been tested and set to minimal speed instead of the 3GB I've been paying for, for years. I'm dissappointed that Verizon didn't think it necessary to send a better modem and a technician until after 3 months of issues, while still accepting and expecting payment in full. I depend on my DSL service for work and my children depend on it for college. I'm a long time customer. I don't understand what Verizon is doing but this is not the way to treat loyal clients. My services have become indequate, wireless and DSL. I'm very dissappointed. And by the way, I'm also a Verizon Business client, so I expected better support and loyalty.
Step one: Visit http://www.giganews.com/line_info.html and post up the Traceroute the page shows, if you wish. Be aware that your non-bogan public IP Address will show up. It might shown up as the final hop (bottom-most line of the trace) might contain a hop with your IP address in it. Either remove that line or show only the first two octets. What I'm looking for is a line that mentions "ERX" in it's name towards the end. If for some reason the trace does not complete (two lines full of Stars), keep the trace route intact.
For example this what I saw when I was using Verizon
    news.giganews.com
    traceroute to 71.242.*.* (71.242.*.*), 30 hops max, 60 byte packets
    1 gw1-g-vlan201.dca.giganews.com (216.196.98.4) 13 ms 13 ms 13 ms
    2 ash-bb1-link.telia.net (213.248.70.241) 39 ms 7 ms 7 ms
    3 TenGigE0-2-0-0.GW1.IAD8.ALTER.NET (63.125.125.41) 4 ms 4 ms GigabitEthernet2-0-0.GW8.IAD8.ALTER.NET (63.65.76.189) 4 ms
    4 so-7-1-0-0.PHIL-CORE-RTR1.verizon-gni.net (130.81.20.137) 6 ms 6 ms 6 ms
    5 P3-0-0.PHIL-DSL-RTR11.verizon-gni.net (130.81.13.170) 6 ms 6 ms 6 ms
    6 static-71-242-*-*.phlapa.east.verizon.net (71.242.*.*) 32 ms 32 ms 33 ms
Step two: Can you provide the Transceiver Statistics from your modem?
#3 If you don't know how to get that info:
a) What is the brand and model of your modem?
b) If you have a RJ-45 WAN port router connected to it: What is the brand and model of the RJ-45 WAN port router?
#4 If you have a RJ-45 WAN port router connected to the modem, even if you know how to get the Transceiver Statistics from the modem: What is the brand and model of the RJ-45 WAN port router?
If you are the original poster (OP) and your issue is solved, please remember to click the "Solution?" button so that others can more easily find it. If anyone has been helpful to you, please show your appreciation by clicking the "Kudos" button.

Terrible customer service - the worst!

I have been trying to get customer service to correct my address country from the US to Canada... for 3 days now! But to no avail so far. No way to do this online or via email. I am writing this while I have been put on hold for the FOURTH time now! It is STILL not clear if they will be able to help me and do this at their end.
In the meantime, I am unable to upgrade my Lightroom version.
Great products, terrible service. I am EXTREMELY frustrated.

Hi lbeaulook,
Due to tax reasons, it isn't possible to change the current country associated with your existing Adobe ID. We could create a different Adobe ID associated with the new country (Canada). Would you like to keep your existing Adobe ID email address associatd with your new ID?
Thanks,
Bing

Terrible Customer Service / Billing Options

I have enrolled in auto pay. Had auto pay set up, then I got a new bank card. After receiving the new card, I immediately updated payment info with Verizon way ahead of the next bill. I find that the pay was not taken from my account, so the current bill is nearly $400 dollars - plus an additional $5.00 late fee. Called customer service, and fumble through the all automated menus, only to be told that the late fee is because I did not update my card info. She waived the late fee but could not take my payment; I would have to be transferred to the correct department. If only that transfer had gone through, instead - the call dropped. Upon calling customer service again, automated menus, I find out that they have my newest card on file and ask if I would like to use this card to make payment???? I wait for an operator who tells me I need to set up auto pay again! So that I can have the same mess I just dealt with when I created my new parment - I dont think so. You are AWFUL verizon. BEYOND TERRIBLE. How about having a speak to a real living person option on the menu before all the other nonsense. I will be switching back to AT&T where I never had a single problem. I have had Verizon Wireless service since November 2014 and have had countless issues. Not to mention, the gentlemen I spoke with said the problems I have encountered "are very common." You get enough $5.00 late fees from customers who pay on time, verizon gets a fat wallet. Well good for you, you have terrible service and even worse customer service. I will never speak highly of this company or cellular service.

Is everything set up now? Atleast they credited the account. Sometime when you make changes it takes a few billing cycle to take place (i.e. adress changes). I hope everything works out with ATT&T!
So....I have a question: If you say: "I will be switching back to AT&T where I never had a single problem" and "Well good for you, you have terrible service and even worse customer service. I will never speak highly of this company or cellular service." Why did you even switch to Verizon in the first place? Clearly ATT&T had an issue, becouse if nothing is ever wrong, then why would you even switch??

Terrible customer service experience and I will leave Verizon ASAP.

I had the worst experience with Verizon ever . I never had such a unprofessional and humiliating experience before... I got an email from Verizon saying they will upgrade my plan free of charge and no need any action since I m loyal customer. After couple days my plan did not change and I had to call Verizon. They customer service Rep told me That Verizon made a mistake(?) and send me a wrong email. She read the email and confirmed that Verizon telling at the email that they will upgrade my plan "free of charge" clearly. since I have been informed by Verizon that my plan will be upgraded free of charge by mistake or not, I asked her that Verizon should stand behind their email and honer me upgrading my plan. She said she wont do this. I was trying to explain why they should honer me, she told me "shut up". I got so up sad and asked her to transfer me to cancellation department. she said she is the cancellation department supervisor and " tell me your number I will cancel your line". I got shocked and decided to stop this conversation. Next day I called Verizon again to talk another Rep.I explained him my situation. I forwarded the email Verizon sent to me to him. After he read the email he said" definitely you are right, email says my plan will be upgraded and if he were in my situation he would do the same thing and ask Verizon to honer him. He said he ll elevate my complain to higher manger, and I will get a phone call in 24 hours. Guess what?? i never got a phone call. Lucky I had the email address of him. and emailed him about what happened,He said he will call me in a min.. Guess what? he did not call me .. I sent him couple emails asking him to call me. After an hour he had to call me and he said I m not going to get upgrade you plan . Clearly he never got my complain to the upper management . He denied the phone conversation between us the previous day. ( I know Verizon record all the phone conversation). After another an hour unproductive phone call , he said somebody from upper management will call me tomorrow morning. I never get any phone call. I do have names of both Rep. I m really so angry to Verizon I have been their customer for a long time including Fios. I will cancel my line and go to T-Mobile or At&T. Also I will carry this case to Bureau of Consumer Protection. I suggest everybody switch to another provider ASAP

Well besides your lack of paragraphs making you rant very hard to read, exactly what kind of "upgrade" were they talking about? And no I'm not switching to another carrier just because you have issues with Verizon. Was that the whole point of your rant to get people to switch? Like you're some pied piper and you're going to "get back" at Verizon by helping them lose customers? As if that was going to work and even if a few people left because some stranger on a messagebaord told them too because of HIS issues like that will matter at all to Verizon.

TERRIBLE CUSTOMER SERVICE! BEWARE!

Everytime I call Verizon (wireless or otherwise) I am constantly being transferred around, unable to ever speak to a supervisor or manager if they exist, the staff is rude, incompetent, and generally mean spritied toward a paying customer. Terrible. Abolutely terrible. Unwilling to listen, or assist me with my problem. I don't mind paying the bill of my deceased grandmother, but why can't I speak to a manager in this regard? Terrible. One person tells me the sky is blue, and the next person tells me it's red. I can't win with you people. I do not want to swtich service providers, but I have receievd better customer service from a rock. Seriously. Absolutely terrible. Until it happens to any of you, you will never understand, but heed my warning, if considering this product or service, BEWARE!

Does anyone have a number for Consumer Advocacy??? I have been fighting a billing issue for a year. Verizon blended 2 of my accounts into one and now I can't pay my bill. I've been switched around and around for hours, talked to every department and get nowhere, no empathy, just sorry this was set up wrong and we can't change anything for you.
Pay your bill, but we're not sure how you can do that. Oh wait, pay over the phone and pay us 3.50 for that. And by the way, we don't have your correct account number anywhere so you can't even pay online through your bank. And now you're a month behind because of us, so we're going to shut off your service. There is no chain of command, no one to take your issues up with. Every now and then you get someone who knows what you're talking about, but I usually get disconnected from then.
Hate, hate, hate Verizon's customer service. Verizon Wireless is the complete opposite. Like them or not, at least they act like they appreciate you as a customer.
Any help with a number????

FIOS Voice is terrible. Customer service sucks.

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