Horrible Customer Service Experience with Casey in Live Chat--I can't be the only one

Today I had the misfortune of dealing with Casey while asking a question on live chat. I can't get over the utter lack of professionalism displayed by this person; s/he was completely incompetent, juvenile, and uninformed about the job in which s/he was hired to do. Think twice about using Live Chat. Following is a transcript of our "chat." I should have had an inkling of his/her incompetence when told to go to "call history or something other like that =]" Really? That is Verizon's idea of appropriate directions?
>>Chat transcript removed to comply with the Verizon Wireless Terms of Service<<
Message was edited by: Verizon Moderator

Post your problem here minus any physical account information. No names, no telephone numbers, address, SSN etc.
Maybe a customer here can assist.
Good Luck

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I have tried to connect and purchase on my iTunes Store, but forgot security questions. Not even Customer service is able to help me. How can I spend the 20 bucks I have on my account now if even the phone assistants can't help me?

I tried to Purchase on the i Tunes store, but forgot security questions. Not even Customer Service is able to help me. How can I spend the 20 bucks I have on my account now if even the phone assistants can't help me? I can't rememeber any answer to any of mu questions and I can't even register my product (iPod Classic) even though I purchased it 6 months ago. Customer Service held me on the line for 30+ minutes asking me all the time if I rememeber one anwer to my questions (to which I repeatedly said no) and there seems to be no way to circumvent that security system, not even with my second email, also registered on My Itunes. Isn't there any way for me to get those 20 dollars back I already have in your store or at least reset my security questions if I don't rememeber?
Thank you very much.

qwerqsr, Please contact 1-800-My-Apple, about this issue. The account security team should be able to assist you. Please have your password and the ability to log into your account via appleid.apple.com.
Thanks,
A2Q

When actualized my iphone 4s to ios 6.0.1 music crash with or without phones. Apparently I'm not the only one with this issue

when actualized my iphone 4s to ios 6.0.1 music crash with or without phones. Apparently I'm not the only one with this issue

     Hi Michael! Thanks for the reply
     I live in Norway, and the phone has been either provided by a Norwegian carrier, or bought unlocked from the Norwegian Apple Store. You can check yourself by going to Settings-General-About-Model and type the model number (MC133KN in my case) here: http://iphonefrom.com/en/MC133KN But it`s unlocked, I placed a Lebara SIM in it and it works perfectly.
     If it has been carrier-locked then most(if not all) Norwegian carriers are selling the phones on a 12 months subscription contract. When the 12 months are up, the phone is being unlocked by the carrier either automatically, or upon customer`s request(depends which carrier you use).
     It`s good to hear that your 3GS works well with the iOS 6, still after having read about issues after upgrade I have a feel that the upgrade to iOS 6 may be a hit or miss.
     I read on a forum that early iPhones can only support 3 major upgrades. Can that be true?

I can't be the only one with this issue. MacBook Pro Retina Late-2013 WiFi disconnects after waking up from sleep.

Did anyone buy a MacBook Pro Retina 13" from Best Buy this Black Friday?
I'm having an issue where the WiFi disconnects after the MacBook wakes from sleep but only after a couple of minutes.
Once the WiFi disconnects, I can't reconnect to the same network and sometimes it won't find nearby networks.
I have to turn off the WiFi and wait for at least 5 seconds before turning it back on for it to auto-reconnect to my home network.
If I wait less than 5 seconds, it will continue to attempt connection to the home network but won't connect.
I've tried reformatting and deleting my network configurations as well as resetting my modem, power cycling it, etc.
I am using 2Wire Gateway modem/router from AT&T on b/g network.
I've tried connecting to a friend's network under Time Warner Cable and the same issue occurs.
I exchanged the MacBook at a Best Buy for a brand unopened one (I hope) and the same exact thing happens with this new one.
Really, I can't be the only one with this issue. Unless in a 0.00001% chance I received two defective units in a row?
Please.. does anyone have a clue why this is happening?

You're definitely not the only one. I have the same issue. I spent 6 hours over multiple days on the phone with Apple support trying a variety of things (some of which are mentioned above), and none of them worked. They finally sent me a replacement laptop. I made sure to try it periodicaly as I was moving files and installing applications to see if I ran into it again and things seemed okay at first but now I am running into the same issue and it is terribly annoying. I've got 5 other devices that connect to the same router and I've never had this issue with any of them.
My router is a Linksys E2000. I haven't tried changing the router channel but I have tried to cnnecting to other networks in the building I live in and I have run into the same issue there.

I have a MBP 15" with iPhoto 9. When right clicking on icon in dock 3 iPhoto libraries come up; one empty, one with 35,000 photos and one with 30,000 photos. How can I delete the empty one and merge the other two without getting duplicates?

I have a MBP 15" with Iphoto 9. When I right click on icon in dock 3 iPhoto libraries come up; one empty, one with 35,000 photos and one with 30,000 photos. How can I delete the empty library and merge the other two without getting duplicates?

You can delete the empty one by dragging it to the trash ( test everything before emptying the trash)
Merging libraries requires iPhoto Library Manager - http://www.fatcatsoftware.com/iplm/ - it is the only current solution to merging libraries
LN

Bought new iphone 6 with Verizon plan 2/11/15. Tried to connect with home wifi 3 or 4 times with I thought the correct password. Now it says Forget This Network Can't its the only one I have and this laptop is connected just fine. How do I clear this and

Bought a new iphone 6 with Verizon plan 2/11/15. Tried to connect with my home wifi 3 or 4 times with I thought the correct password but now it says Forget This Network and wont let me try again. Can't its the only network available. How do I clear this and start over. Thanks, this laptop connects fine but this is my first smartphone and I don't see why it gives a crap if I mess up 50 times! Help!

Help is right here for you Omichael! Let's get you conneted
to your home wifi. May I ask are you able to connect to other wifi networks? If
so then please forget your home network again, turn wifi off, reboot, and
retest. If this doesn't work then you will want to reset network settings.
Settings > General > Reset > Reset Network Settings. Keep in mind that
this will delete ALL wifi passwords that you have saved.
ArnettH_VZW
Follow us on Twitter @VZWSupport

Am I the only one who had horrible Customer Service from Casey on Live Chat??

>>Duplicate post removed to comply with the Verizon Wireless Terms of Service. See Horrible Customer Service Experience with Casey in Live Chat--I can't be the only one<<
Message was edited by: Verizon Moderator

did you all change SIM? any time you change SIM with cash on tap....welcome to a world of pain! i have an s6 edge en route with a new sim and im not looking forward to it! the s6 shop page states the phone is compatible with cash on tap and it probably is. the problem is few people at EE understand how cash on tap works/how to fix it. there is EE customer services, behind them 2nd line technical who deal with corporate stuff mainly - they will be able to contact the right people to fix it if you can somehow manage to get through to them. Ask to be put through to David Boyce in technical support or someone on the same team as him. The only person I found who understood and was able to fix the issue! **apologies in advance for name dropping him** then there is cash on tap customer services that EE customer service will probably transfer you to - they can "refresh" your account - will probably do nothing but worth a try the company that can actually fix it are another 3rd party that run the provisioning of the SIM - i don't think there is a way to get in contact with them...it's ridiculous took me 2 weeks of daily phone calls to get it fixed last time.

Gift card fail - horrible customer service experience

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

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

Horrible Customer Service Experience

The level of service we have experienced was sextremely bad and the customer service was HORRIBLE. I have been a verizon customer for years. We recently switched over to FIOS after being contacted by a representative who advised us it was now available in our area. We mentioned we've had satelite service with another carrier for more than 16yrs and would not likely be willing to change unless their package could mirror our existing services without additional cost, & the internet speed would increase. Needless to say, we made the switch after being assured we had the highest package verizon offered along with the highest speed with FIOS as well as the same premium channels. After a few months we noticed the speed of our internet was nothing different than our previous service. I actually began having trouble logging into my lap top unless I was in the same room as the router.. Nonetheless we didnot call to complain thinking it was just because the service was new to the area and would improve. Well I saw a commercial that said you could upgrade to Verizon Quantum by just turning to the Verizon Channel and clicking on the upgrade.. Thinking I would get a message or email that stated we already had the service, I did just that only to find it allowed the upgrade. the increase to he bill. I thought we would be notified that new equipment due to the upgrade would be issued, but there was nothing. Not to mention still no improverment to the speed. So I contacted them , to address the issues and most importantly ask why a new router had not been sent or offered despite the upgrade to the speed. I was told my current router was "compatible" with the Quantum speed but that I could receive a new Quantum router for an additional $2.00 a month...????????-- If my current router is compatible why would I need to do that ???? not to mention if there is a QUANTUM ROUTER, WHY WOULD THAT NOT HAVE BEEN SENT WHEN THE SERVICE WAS UPGRADED. After some back and forth I was told by the Representative Miranda that I could go to one of their stores to turn in my old router and pick up a Quantum router that same day . She provided me with an order number as well as the address to the store.. Not more than an hour later I drove to the store only to be told, my order appeared in the system but not as a "store pick up" . Jonas , the store manager provided me the tel# to contact Verizon to make the easy change as he described it. The gentleman I spoke to over the phone , told me there was nothing he could do because THE ORDER WAS BEING SHIPPPED .... AND I WOULD RECEIVE IT BY MONDAY.. As I became more livid , I advised them, that was unacceptable. The gentleman over the phone who was extremely difficult to understand told me two more times the order was marked to be shipped and there was nothing he could do. I demaned he create a new order, one that would allow me to do what I was previously instructed to do - which was to turn in my older router at the store and pick up a new one. I was placed on hold several times, to dead silence. The gentleman on the phone would come back to the line only after I continually would say Hello, are you still there. I asked to speak to a supervisor on several occasions but was never allowed to. The gentleman on the phone then told me , I would likely not be able to pick the router up today even if he changed th order... I advised him I was just told by the instore Verizon Representative that he had plenty in stock and the only thing that needed to be done was to make the order a store pick up. After being put on hold again , to dead silence. the gentleman on the phone told me, I would be happy to know HE was able to create a new order. I was given another order number and told I could turn in the router to receive the new QUANTUM ROUTER. I walked ten steps back inside the store , gave the in store representative the new order number and was told he could no locate it in the system. At that point I handed by cell phone to the instore representive for him to work out whatever internal issues there seemed to be with the hard to understand gentleman over the phone. After they determined they were working off of two different systems, Coffee something compared to Coffee something else. the instore representative stated he would enter the order manually and I would be given the new router. Well. I received the new Quantum router.. immediately came home to install it and NOTICED AN IMMEDIATE DIFFERENCE in the speed of the internet service, despite again being told my current router was compatable.. NOT TO MENTION MY LAP TOP WAS RECEIVING AN ADEQUATE SIGNAL IN ALL AREAS OF MY HOME. This goes without saying how deliberate and misleading Verizon can be and has been with the offering of their services.

Despite all the frustration, I am pleased to hear you received a solution to your problem. This gives me new hope for my current situation. Congratulations!

Old DVR on a new installation -- Horrible Customer Service Experience

I have been a Verizon customer for less than 36 hours and I've already been berated by uninformitive customer service reps and been passed around to the point were I'm seriously considering going back to TW.
My "triple play" was connected yesterday and during the installatin I noticed I'm being given an old (6416) DVR. I know for fact that Verizon has been sending out and advertising new (7232) DVRs for a while now, and I'm paying the same price so I asked the Technician and was informed that they did not currently have any 7232 DVRs at their particular location but that this would be an easy fix if I just called 1 800 Verizon because Verizon would be more than happy to replace the DVR if I wanted to. That sounded simple enough so I let it go and didn't make a big fuss during the installation, but boy was I in for a surprise.
I spent a lot of time on the phone today. The first rep I spoke to on the phone had an insanely horstile attitude and asked me "What does it matter if the box looks like the old ones if it can record?" which is an obsurd question as we all know this is not about what the box "looks like". He then proceeded to get very insulting and condecending, telling me I should go online to upgrade, cutting me off to repeat the same instruction everytime I tried to tell him it's not possible to do so online (or atleast I don't know how). He would not let me speak to another represantative so I hung up.
I called again and I was told there is an "option" if I justlogged in to my Verison that lets me choose specific me which equipment I wanted and that there is nothing they can do. So I thanked the rep and headed online only to find out there is no such feature. While trying to figure out where to do this online I was prompted to Chat with an online rep for help so I did:
To my astonishment, the online rep informed me that there is no way to do this online and that I should call a local Verizon store. When I asked if he could please give me the address or the phone number of such store in New York City, he said he did not have that information!
So basically I have spent hours trying to fix something that is not my fault to begin with. I just want a new DVR and I don't think I should have to pay the upgrade fee because I just had this installed yesterday..., can anyone help please?

Hello Aj88
I sent you a private message to help you with your issue.
Thank You
^Jack

Horrible customer support experience with Nokia

I have just had an extremely frustrating and unsatisfactory experience with Nokia's support / repair operation. Unless I can resolve this, I will put my 820 on Ebay and forget all about Nokia and Windows Phone 8.
I initially called Nokia because my 820 would very occasionally freeze when I tried to unlock it to answer an incoming call. The CSR told me to send it in for repair but refused to answer the question "what happens if you cannot duplicate this intermittent issue?". After asking the question many times, being put on hold and then being told over and over again that Nokia's technicians are "very skilled and can repair it" I was put on with a "supervisor" who told me that Nokia has seen this before and can repair it. She said it was a settings issue but would not tell me WHAT settings.
Even though I was pretty sure this was a software issue (and had called primarily to make Nokia aware of it) I sent it in for repair since it is still under warranty.
After it had been in Nokia's hands for a week, I called to see what was happening. The CSR told me over and over that "it was in our facility for repair". After pressing him many times and being put on hold for a supervisor (at my request) he finally told me (I never reached a supervisor) that Nokia was "deciding whether to repair it or replace it" and that it would be returned shortly.
An equally frustrating and lengthy call the next day revealed after MUCH pressing that Nokia had repaired a "mechanical issue" and would be sending it back.
Just now I got an Email with a tracking number and a copy of the repair paperwork. The paperwork states that it was updated (GDR2 I assume) and tested and found to be working. No mention whatsoever of any repair efforts.
In other words, I was lied to TWICE. Once when I was told that the freezing was a known issue and could be repaired. And then again when I was told that a mechanical issue had been repaired.
Is this truly the kind of customer experience Nokia is comfortable with? Really? This was my first experience with Nokia and with Windows Phone and I am here to say without a shadow of a doubt that it will be my LAST unless Nokia can show me that this was an anomaly.
I am writing this here because I don't see any other way into Nokia other than the "support" phone number...... and that didn't work out very well.
Paul

adrianhughes wrote:
guys, please just persist with your local Nokia Care outlet and have your phones repaired to your satisfaction, there is no point taking out your frustration here as it does not get anyone anywhere.
Where do I find a "local Nokia Care outlet"? The only entry to Nokia support I find is the phone number on their web site. If you read my original post, you will see why I found calling that number that a less than stellar experience..... many times. I / we take our frustration out here because there is NO other place to do it.... Nokia is very well insulated from its customers. Maybe I should open a Facebook account?
Since writing my original post, the phone has arrived and I find I was lied to yet again.... although that "lie" kinda cancels out an earlier one. Contrary to the paperwork which states that the ONLY thing they did to the phone was test it, I find that upon close examination they actually seem to have replaced the screen. I can tell because there were a couple near microscopic nicks in the screen that are now absent.
As for whether that actually resolved my original issue, I cannot tell yet. That may take some time since I am in essence trying to prove a negative.
The repair paperwork includes the statement "Passed, software update". Not sure what that means.... the phone as it came back to me was NOT updated to GDR2 / Amber although those updates were available prior to their receiving the phone. The phone came back to me with the same firmware that was in it when I shipped it and I had to do the GDR2 update myself.
Yes, I needed to vent. Yes, I feel (a little) better. But based on my experience this time around, I will go buy an iPhone before I EVER deal with Nokia "support" again. And I am DEFINITELY not an Apple fan, so take that as an indication of my level of frustration. I actually LIKE the 820 and the concept of Windows Phone.
Paul

Video Capture help...I can't be the ONLY one with this problem!

Warning: Long post ahead!! I just want to make sure I'm providing detailed, complete information on my predicament. =)
Okay...I am using a PowerBook G4 15" running OSX 10.4.8. I recently picked up the Canopus ADVC 110 in order to capture video from my game consoles...this is something I was doing a lot of for a LONG time with the graphics card on my desktop PC. But the card is pretty old now and the screenshots it takes don't always look so good anymore, plus I thought it would be cool to be able to do this with my laptop, since then it's like having a portable TV. The Canopus works...more or less. But I have some problems...
The first is the lag. I have a splitter so I can output the S-video signal from the console to both my TV and other devices at the same time, and I've noticed there is a delay with the signal reaching my Powerbook screen through the Canopus (when doing the same thing with the PC graphics card, there is ZERO lag time between the TV and the PC). One of the reasons I wanted to do this - as I mentioned above - is to have another screen for gaming; my friends and I often have lan parties or simply have more than one game being played at the same time with a large group. The delay in the video/audio signal reaching the screen through the Canopus is very small, but in a fast-paced game it's crippling.
Second problem is that I have had a very hard time finding a program that will simply let me view the video in full-screen. The REAL-TIME video, that is...I want to view in full-screen (or at least a really big window, if not ACTUALLY full-screen per se) as the video is coming in. Plenty of programs will let me record a clip and watch that in full-screen, but the incoming signal is constrained to a little tiny viewer window. Again, this is important for the "portable TV for video games" idea.
Third problem: video quality. So far, the best quality has been obtained by iMovie, and for still captures, simply using OSX's screen grab function (shiftapple3 or 4) on iMovie, but even then everything still looks kinda grainy and fuzzy, the incoming video and the screengrabs. I tried a couple download programs, including BTV, which looked promising but turned out to be dissapointing with horrible screenshot quality and video quality in it's weird, screen resolutiong changing phony full-screen mode. All the screenshots I took with BTV have all these horizontal lines running through them. It's especially bad if the shot has any kind of movement in it.
SO...I have overall been very surprised and frustrated at how hard it has been to do this. Especially considering how easy it was on my Windows-based PC. I just bought an ATI card with S-video and audio inputs, and it came with a program that allowed me to view video in full screen, record clips, and take stills all in the same program, with decent quality (stuff looks a little washed-out, especially now that the card is three years out of date, but it doesn't have fuzziness or lines like all the screens I've taken with the Canopus do) and absolutely zero lag time. With my newer, sleeker Mac laptop (and it's a MAC...the graphics/video/creative stuff powerhouse) it seems to be nigh impossible.
I don't need a program with lots of fancy editing options, which all the ones I have tried seem to have. I just want to be able to view the incoming video in full screen, and take screenshots and clips with good quality.
And elmininate the lag, if possible! I don't know if this is an issue with the Canopus (or would be an issue with ANY similar device) or if it's something that could be solved with a different program. Any and all help is appriciated!!
PowerBook G4 15" Mac OS X (10.4.8)

I'm using the tools which fullfill my needs best.. so, if the PC offers you "better" results, use it.. no dogma..
delay: sure, the electronics have to digitize the video.. a process of high computation = time/delay ..
quality: a TV signal fills about a quarter of my Mac's screen (or less) .. looking at it in "fullscreen" you have to blow up.. .every pixel get 4x4 pixel = low quality...
and: you go from digital to analogue to digital .. there HAS to be a loss of quality ...
BTV offers full-screen, doesn't it..?

HT3775 Isn't Quicktime the most annoying media player? Seriously, more than 1000 dlls in each of my two macs and neither of them can play my avi videos with this, so frustrated... Am I the only one?

The thing is, I cant play my avi videos in Quicktime because it ask me for some codec, not saying which one in specific... I have a Macbook air mid 2011 and a macbook pro and same issue, I'm using better VLC to play videos, but why the native apple software cant play my content which, by the way, windows 7 devices plays without issues. Maybe this question is not enough to open a new post, but somehow we need to make noise, is not possible that we left apple being so unrespectful with us after all the money we expend in their products... What do you think?

AVI was invented by Microsoft over twenty years ago. They abandoned it in favor of more modern WMP formats.
As you've found out not all AVI's work the same way on different OS's or devices. VLC can play many more formats (out of the box) than the standard QuickTime Player but a bit of searching will lead you to components that assit QuickTime.
http://perian.org

Problems with iOS 4.0... Am I the only one?

My apps keep freezing, then shutting down... My phone is crawling... The 3G network is not working too well... My volume got worse... My pics are more blurry... I can't call Apple because it is out of warranty (what a suprise)... Anyone else having problems???

Hello,
I'm also had problems with Iphone 5 , it read no sim card, i solved problem by removing sim card and cleaning with alcohol and q-tip and installing back.
Shut down phone.
On the side of phone , you will see a small pin hole, insert paper clip and sim card will come out, be careful to do it over a clean towel as not to let drop on floor, make sure your hands clean while doing this.
Insert sims card back and turn on, it should work again.
Good Luck.

My 6th generation ipod nano volume adjusts itself and turns down volume without me touching it. This is the second ipod on which this has happened. I can't be the only one with this problem. Help!

My ipod nano 6th generation has started changing the volume while music is playing. It doesn't matter whether I am running or sitting. It will turn volume down to zero in the middle of a song. This happened on my last ipod a few months ago and I returned it and got a new one. This is my second grey one. I don't want to have to return it again, but I might.

Take your iPod Nano back to the Apple Store. Let them see what you are seeing. Only this time............
Prior to leaving the Apple Store: ***Make sure you have the store staff power the iPod Nano up and demonstrate that it is indeed working properly to your satisfaction.***

Horrible Customer Service Experience with Casey in Live Chat--I can't be the only one

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