Horrible Customer Service! Never again will I purchase another Thinkpad!

On 12/18/2009 I called the tech support regarding my hard-drive problem. As it turned out, the new T61 hard-drive died. (I wondered why? How did they went from a T30 that would function for 7 years to less than 1 year?) It turned out that I received a set of corrupted recovery CD set and the following happened:
1. The person I called on 1/2 never ordered the CD
2. Tech support LIED about the progress and blamed on Microsoft when I called back on 1/8 and 1/9
3. Called back again on 1/11 and the person basically asked everything and even repeated back my address
4. Called back again today on 1/13 to check on my CD progress and was notified that my apartment # was never provided
5. Customer service requested that I call UPS to provide them with the information
6. UPS said I had to call IBM to clarify the problem/go and pick up the package myself
At the end of the day...the story is I still am without a laptop since 12/18/2009 and customer service never once apologized for all of this mess! I am going to make sure someone in Lenovo will be sent to type up my dissertation. Since I lost hours of work trying to untangle the mess they've created.

I saw your post and have forwarded it to the right people to have it reviewed. You should hear back from someone shortly via private message on this forum.
Keep an eye on the PM (Private Message) envelope at the top right corner of each page. When you see a number next to the grey envelope, click it. That's the way you'll be contacted.
If you need to know how to post a private message
click here
Thanks.
- I worked for HP.

Similar Messages

Refund/Horrible Customer Service

I have been dealing with Verizon and their HORRIBLE customer service for 5 months now. In the beginning of August, I contacted Directv and put in an order for installation of a bundle package with verizon. I was supposed to be set up for August 10th. Well, that day, the tech shows up to install the directv, but has no idea about my internet and phone. So, I called Verizon. They had no clue about my service. They had nothing under my name, phone number, address....NOTHING. So, the RUDE lady who helped me on the phone (sounded like she did not want to be there that day, let alone help me with my issue) put in my order. She said it would take a few days. I wasn't happy, but fine, stuff happens. The day comes around when I am suppposed to have my internet connected. Low and behold, no internet. I call up. They say I am missing my start up kit. Really??? I have a modem that I used before...nobody ever mentioned a start up kit. So this guy says, Ill send it to you. It should be there within 2-3 business days. Doesn't show up. I call back, the order was never processed. So the next person says he will try it again. After waiting almost 7 days I get a tracking number and realize they have the wrong apartment number. I had to go pick up my own modem from UPS. When I called to change the aparetment number, I realize that it wasn't that simple. All of my services are at 16H instead of 15H. How convenient. Apparently, this is not an easy fix. Another week passes...this is now about a month since my original August 10th date. Finally, I should have connection in my apartment. I call back to have someone walk me through hooking up my start up kit. I DONT HAVE A SPLITTER!!!! Now I'm really irritated and I finally said forget it. It is not worth the time and effort that I am putting into this. I called to cancel everything. Well, your nice rep in retention, Jessica {edited for privacy} told me she would give me a $15 adjustment for 12 months. She told me she would send me the splitter as fast as she could. Ok, ONE MORE TIME. Can you guess what happened next? Yep...no splitter. (At one point along the way i spoke to Theresa who said she would credit my modem fee of $39.99) So, once again, I call retention and spoke to Darnisha{edited for privacy} who gave me a fix it ticket, back dated my account, and said that she would refund everything since a technically i never had any service. Great. This ordeal is finally over. NOT! For the last several months I have had bills come to me every month for some amount that I owe. Every month I call back and they say they will fix it. I spoke to CIndy {edited for privacy} on October 1st who told me I would get a final bill with a $0 balance in November. That statement came in at $43.92. I spoke to Angel {edited for privacy} on November 13th who told me my final bill would come in December with a $0 balance. I just received it this weekend with a balance of $24.43. Yesterday, 12/18/13 I called back for this bill and was told that my bill had been sent to COLLECTIONS!!! Now Verizon is messing with my spotless credit because they cannot get their stuff together. I spoke to Nicki in the Missouri billing department and have been assured that she will credit my ll with a voucher. But now I will have a mark on my credit because the bill has been sent to collections. I have spent numerous hours on the phone wasting my time, my minutes on my cell phone, and my sanity. At this point, I feel like Verizon owes me something. How can you tarnish someone's credit, give such poor customer service, and still be in business???
I have fallen into a hole that not one single person in Verizon has been able to dig me out of. I had left Time Warner to sign up with Verizon and it was the worst mistake and has been the biggest headache. When I cancelled Verizon, I went straight back to Time Warner. I never had an incident before and I have not had an incident since. All I want is to have this fixed. I work customer service and I know how fast bad customer service travels. Somebody needs to fix this bill and they need to fix it now.

Hi hnelson626,
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.

Horrible Customer Service at Store # 125

Horrible customer service, especially coming from the general manager of store #125. I'll probably never shop here, or any other best buy locations, again due to my poor experience here and being talked down to from the so-called general manager.
Direct quote: "I am the general manager of this store and I'm telling YOU the returns & exchange policy. It doesn't matter what the other associates tell you, I'm the one to clarify the policy with you."
This is just rude and disrespectful. As a customer, I am shocked that this kinda of attitude is coming from the management of the store, no less the General Manager.
I was merely presenting an email converstaion with customer service stating that I could exchange my ipad with a different color and was then given the above lecture. This is very unprofessional and disrespectful.

Hello matt_h_8,
There is never a circumstance where it is appropriate for our managers to be anything but respectful to you and our other customers. I apologize for your having to cope with such unprofessional behavior.
With regards to our return policy, generally speaking an exchange can be made for a product of a different color without issue -- except potentially where sale pricing is concerned. What particular aspect of your situation resulted in the exchange you reported?
I'm grateful that you took the time to bring your concerns to our attention.
Sincerely,
John|Social Media Specialist | Best Buy® Corporate
Private Message

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.

Horrible customer service in store

We have been customers for over 15 years, and went in to a VzW store last week to upgrade our 3 basic phones. Wanted to keep all basics. When they found out we wanted basics, things got very cold. We were pointed to the corner of the store where the phones were at. 3 to pick from - all $100 each! We asked if there weren't any free ones and were told that we'd have to go to the website to get free phones.
So I went to the kiosk in store and signed into MyVerizon and started through the upgrade process. There were NO free phones. So I had to sign in again for assistance from someone. In the meantime, I went to just the Verizon website and could see 1 free phone. 30 min. later, when someone could once again be available for questions, I was told that the kiosk was not their actual website, so I couldnt do the same things as if I went to an actual computer. I showed him that I could go to their website and could see the free phone, but he told me he couldn't help - I would have to call customer service or go home to my computer. Then he walked off. WOW! I am kind of used to being shunned for having basic phones, but to brush me off twice?
We left. During shopping later in the day at a large box store, we discovered 3 basic Verizon phones for $.97! 3 that were not even available on the VzW website. We got some awesome customer service from the store employee and did our upgrade of 3 phones in less than 15 min.!
We are stuck with VzW because of our location and lack of other wireless in area, otherwise, we would switch - I do not believe in supporting horrible customer service!

I had a terrible customer service experience also at the West Plains, Mo. Verizon. I went in to upgrade today to find out that my unlimited would now be cut to 2G. I was upset because I didn't realize Verizon was doing this. I was asking if I could atleast get 4G for my old price. Another worker there said, "Would you like me to sing you a song and dance?" Really, Verizon! All of the money you are taking and you're reducing services and this is the response I get? I think you can do better than this.

Horrible customer service, dropped calls and faulty products

Does Verizon offer partial credits to accounts due to defective equipment and inability to use their services? I received a new set top box that would not download my existing HBO and SHOWTIME accounts. After numerous calls on hold, dropped service calls and misdirected (on purpose) calls to billing in customer service to increase my services...I finally waited over one hour for technical assistance tonight to be told my new set top box was faulty and a new one would be sent in the mail. I asked about a partial refund because I could not use it during the least two weeks. I was told by the tech he would send a new box and put me in touch with customer service after explaining to them the circumstances and that supervisor would need that info for a partial credit to my account. A horrible customer service rep {edited for privacy} bluntly stated no partial credits and tech should not have said a partial credit was possible. By this time I was on the phone over one our and not a very happy customer. I asked to speak to a superior to which {edited for privacy} said they were too busy and a partial credit would not be possible for my two week period with faulty equipment. I demanded to speak with a supervisor and was put on hold for an additional 70 minutes. I am STILL ON HOLD!!!! This is no way to treat customers! I am disconnecting my call and BEG THAT A VERSION REP get back in touch with me to resolve this. Under what circumstances does verizon provide partial credit for a customer who has not been able to use it because the equipment is DEFECTIVE??? Hopefully new set top box is enroute..HOPE IT IS NOT DEFECTIVE!!!!!!

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

Home Security horrible customer service

Three exculated trouble tickets on the phone with a suppose supervisor he hangs up on me. Now I have to go through another customer service rep that will want me to let them help before I can get to the supervisor I was just hung up from

sdaneski, we don't want this to be an ongoing issues for you. Have you had a chance to call our customer service department by dialing *611? For your convenience, you can manage your plan and billing online at My Verizon http://bit.ly/xB4iTc
LasinaH_VZW
Follow us on Twitter @VZWSupport

Horrible Horrible Horrible Customer Service

>> Duplicate post removed to comply with the Verizon Wireless Terms of Service See Horrible Horrible Horrible Customer Service <<
Message was edited by: Verizon Moderator

sdaneski, we don't want this to be an ongoing issues for you. Have you had a chance to call our customer service department by dialing *611? For your convenience, you can manage your plan and billing online at My Verizon http://bit.ly/xB4iTc
LasinaH_VZW
Follow us on Twitter @VZWSupport

Horrible customer service with a bad phone for the first time in years!

I would like someone - hopefully a manager to review my communication with the customer service representative last night. Apparently you only staff sales staff at night and I would not buy anything from this person. My first call rather than telling me that the support staff were not in until morning she just disconnected chat on me without saying as much as good bye. I then started a chat on the service line and got the same person. i asked her if i could speak to a manager or supervisor - she left me sitting on chat for over 20 minutes and never came back. These messages have been sent to email for your review. Aside from having purchased the most expensive phone that does not work along with an insurance plan that I was told only replaces phones with new phones vs refurbished (this is not the truth) and the policy only kicks in after the factory warrantee is over so I sit with a droad less than one year old certified refurbished that goes on and off as it pleases and randomly dials numbers. This is better than the original phone which I paid between the phone and the insurance over 300.00 for less than 1 yr ago that decided to slowly die and completely died xmas eve after I was in a car accident. Then the phone came with no sim card after I paid extra for shipping and the local store would not give me a sim card would only sell me one. This would be the retailer were I purchased the phone - a verizon retailer.
I have never in my life had an issue with anyone on the phone until last night - i was asking for one of my lines that is eligible for an upgrade next month to change it now so I can get a working phone or US Cellular has offered to buy out all four of my plans. I have always been a fan of verizon and never had issues other then never getting my rebates..........I have not received this one which still does not appear in the system and we have had 4 people submit the info now. (Because I sent the phone back I can no longer give you the numbers unless I find the paperwork copies i kept). A couple years ago I had the same thing happen when i purchased my phones from a verizon store - the rebates never came. That has really been my only complaint other than this current phone is horrible - the first one was brand new and slowly died over a couple weeks. I spend two hours troubleshooting the problems with a very nice man on the phone - he went above and beyond what he needed to do to test this phone Then the certified refurbished phone came with no sim cared - we were very specific that we thought it was a combination of a phone defect and the sim card. I paid extra for shipping so my kids could still reach me and it came with no sim card. I called and you all send me to the verizon store in Monona WI where i purchased the phone for a sim card and they would not give me one without charging me...........so I had to wait again for you to send me a sim card. Well the phone is slowly dying again this time with random on and off and random dialing while fully charged or even sitting on the charger itself. I do not think my request of the young lady was that big but point blank she did not want to talk to my if I was not buying. She should not be on the phones - you do not disconnect from people in anger and you do not answer a chat and just leave someone sitting there until they hang up out of frustration. In my office that would be grounds for immediate termination (I do not want to see anyone lose there job) but she needs serious training. She cannot handle conflict management, she cannot simply answer a question or tell you that a department is not available until morning - all understandable answers. Hanging up on someone or just leaving them sit there - not acceptable. I get paid 75.00 per hour of which she has wasted approx 5 either on the phone filing complaints or trying to get in contact with you - who is going to pay for my time because of your staff and her tempore tantrum. My 7 yr old would get in trouble for behaving that way. I expect a resolution to this issue today! I expect a phone call from a manager today! If I do not hear from someone i will file a complaint with the better business bureau - put an article in the paper in Madison Wisconsin about recent service decline in verizon and I will cancel all of my accounts with your company as well as have my husbands attorney dissolve the contract for his business and his technicians can use another service. (He is scheduled to had phones out on Monday - that will no happen if this is not resolved)
Thank you - I look forward to hearing from you today to hear how you plan to reconcile this issue.
Sincerely,
Tammy <Personal information removed for privacy.>
(The conversations were saved by email so you should have copies of both the hang up and then the call where she just left me sitting and waiting! If you do not have copies of the emails I do please feel free to ask!
Message was edited by: Verizon Moderator

I tried for 30 minutes to get to billing and all I could get was a computer that wanted money, no option for service rep. I had to change the date on one of my payments and ever since I have been getting texts saying I missed a payment and I had to call them. After I went through the aboved mentioned I finally called the new business line and was able to get transfered to billing. The lady was rude and didn't want to wait on my responses. She said I had schechuled it for the 1st and that why I was getting these texts , I was holding the paper, gave her the conformation number and told her it was for the seventh, all of a sudden the phone starting breaking up. I never had problems like this till my idenity was stolen and some guys got into my checking account, we caught it early and was able to close the account and open another. I had verizon on auto bill in the account and that was the only one I forgot put in the new info. Of course it was returned as closed. As soon as I saw this I checked the profile and changed it. They charged me the fee ( of course) and I called them to explain why this happened and apologized. Ever since then I have been treated like I'm a bum and that I don't pay my bill. I have been with them since 2000 and I'm thinking of changing it in September when the contract is up.

Bought new, discovered it was tampered with or refurbished, now at a loss with horrible customer service and dead phone

I'm wondering where to go after 2 weeks playing CS phone tag, started with a tech call reguarding Iphone 5, battery issue, tech ran test, batt is consumed, went thru warranty talk then to Apple, as to our surprise once the serial number was ran , I purchased a bran new refurbished and battery previously swapped out phone thru our corporate Ver store, warranty is invalid and new batt was 80$, Apple tech was shocked... I let that settle for a few days, and began the worst ordeal and crap show of customer service since, I've made numerous calls, 1st being with christopher, whom claimed he talked with his supervisor and I was patient, talked about that they wouldn't swap battery, but replace phone with a refurb phone, contract is up 2/03/2015 , exlplained it would be less hassle and givin the time frame to renew contract and do the upgrade now, pay the upgrade cost and whatever, we are good customers , never file claims, or issues with contracts, seems simples, I've now talked to approx 5 supervisors from ID, ky, al and whom have alllllll confrimed they have taken notes, processed requests and will call back in such time, as of 4pm dec 7th I am no where fast, contract can not be upgraded, one supervisor claimed they where no longer making the iPhone 5? And would allow for a upgrade once she talked to tech service, however a magical cold transfer and 40 more minutes of retelling this insaine story, he was then going call back on a dif number so the issue ph could be used, never got the call, however Matt in ID WHO claimed such sympathy for all the hassle then texted me saying he couldn't get thru on my number, however could text, and by a tech texting myself , such poor grammar and then stating we could only have the 5 and 6+ 's are on back order. Beyond fed up and stressed, almost 6 hours on the phone and 10 days of hassle , yet we still have a phone that dies at 70% ....I've never seen such a lack of responsibly or communication , seems supervisors are really good at making statements to appease each situation with out any documentation . Can't bring myself to call again and go thru the issue over and over again, meanwhile getting same responses (excuses) from every area I've spoke to. Guess now when I purchase Verizon items I call good Ol Apple and run the serial numbers to make sure the fancy kindalooksnewplastic isn't the 2nd re wrap and buy a phone that's been tampered with and makes your monthly insurance and warrantys invalid . Money well spent kudos CS ...and no I'm not hunting down anyone via Twitter , I'm sure there's notes on our account that this crazy person is out of patience and trying to see what other cell company we could change to . Merry Christmas

To clarify , we haven't serviced nor replaced the consumed battery . It has been noted as per Apple running the serial number that PRIOR to my purchasing the device, it had the battery replaced. Undocumented in detail, but showed up in Apple reports as replaced. Therefor creates a much wider issue than consumed battery issue, now we have the fact that 1. I paid for a new iPhone 5 16g with a renewed 2 yr contract, pay monthly for insurance on the device, however being that it has been worked on, that voided the 1 yr warranty and possibly the extended insurance program warranty as well, my corperate store can't handle this issue, given the extent of details, I stopped there today, to double check my receipt for original purchase to see if there was a CPO listed on my receipt, that is when they informed me they didn't acttially sell them there, nor if I did I wouldn't have paid full contract price either. More details, more time wasted on Verizon, knowing you all won't read the "fine" print.

Absolute horrible customer service!!!! I cannot use a product I've already paid for and no one is helping!!!!

So I have been a longtime Adobe customer. I have nearly every version of the creative suites, with all the bells and whistles and have spent thousands and thousands of dollars on these products for our business as well as personal use. SO.....we just upgraded the OS on our primary editing bay, and I found that I needed to reinstall the Premiere Pro 5.5 upgrade to the system that I purchased online a couple years back. I go to access my online account, and it said that I needed to reset the password, but the problem is that the email that was used is not turned off and I have no way to access.
Thinking that this was not a big deal, I contacted support via the chat system. The first person told me he could not help at that time, and while asking a follow up question he (or she) cutoff the chat. I immediately started another chat. The next agent stayed on, but also said that they could not anything, but they would escalate it to the next group up, and that they would transfer the account to my current email address. That was nearly 3 weeks ago.
I have since received emails nearly daily apologizing for the delay (a form letter) in resolution. Then I got another email saying I needed to write a letter saying what I wanted, and that should take care the problem. So....I did. Then I got another email.....this time saying that the letter was not enough, and that I would have to add a scanned image to the letter of my government issued ID. I replied, indicating my patience has run out after 3 weeks, but sent the letter again as requested. And guess what??? Today I get another email with an apology, and that it would be escalated to another group to see if they could do it.
This is not acceptable in any way. I have to get my keys to the 5.5 upgrade as its using the trial version right now since I can't login to get my keys....and NO ONE AT ADOBE IS ABLE TO DO A THING ABOUT IT. How hard is it to change the access email to ones account, or have it transferred to the new one. (I had to sign up for a new account with the correct email just to post on the forums).
SO PLEASE.....if there is a competent person left there, that can take care of this problem please do. I just need my purchases attached to this account!!!! . I will have no choice but to start seeking a legal remedy within the next 48 hours is not resolved. I have a project that has to be completed, and due to this incompetence I can't use a product I have already paid for. It should never take nearly 3 weeks for this to be resolved.

Thanks Steve, I appreciate any help that can be provided. I’ve tried to be patient but after getting yet another Friday saying the exact same thing about it being escalated to the right group (which is the same email I’ve gotten day after day for 3 weeks) I have had enough. Clearly whomever is handling the general customer service, in whatever country they are in really do not care or even have a process to follow. They just clear their cue apparently so that they make their personal numbers. (I was formerly a tech support manager for one of the large PC and peripherals producer....so I am familiar with some of these antics, though we would have fired someone for something like this). Given how much I have paid to Adobe for their products over the past ten years as a business owner it a shame that this is not getting resolved.

Horrible Customer Service/Complaint

I went to the Verizon Wireless store located at
4001 Virginia Beach Blvd, Ste 105, Virginia Beach, VA.
My phone was not charging. As I went into the store they stated no need to check in because there was no wait. A bunch of reps sitting around doing what exactly NOTHING and I still waited 10 min. I watched another customer come in purchase and leave before me. Finally a rep who was what appears to "looking busy" asked what I needed help with. I explained phone was not charging and brought in BOTH of my chargers for the phone. He decides to take phone to plug into his charger to see if it works. At this time I don't know if he plug in charger or not, he comes back and says "BECAUSE YOUR SCREEN IS CRACK we CAN'T do ANYTHING with your phone". Okay cool, My next question, what does the screen have to do with it charging? Screen crack is not bad, phone fully functional and the only problem was it was not charging. I was advised to file a claim for insurance or better yet, TAKE MY WIFE'S phone battery out of her phone charge and put battery back in my phone? REALLY? I advised that was the dumbest **** thing ever and how do you even know it is not the wall chargers. Once again I was told "well we can't do anything because of physical damage to phone". Let's not mention the fact that I have been to the same store twice before for phone issues with the same crack screen and NEVER EVER WAS TOLD THIS BEFORE!!!!!!! What should I give this too, POOR CUSTOMER SERVICE, MISCOMMUNICATION or just ONE LAZY SLACK *** EMPLOYEE WHO CUSTOMER SERVICE SKILLS is A WASTE OF TIME. If that is the way he is then VERIZON is CLEARLY wasting MONEY on this guy! I leave the store and call customer service where I spoke with a rep who was shock at the treatment in store and help me OVER THE PHONE and DETERMINED it was the wall chargers that are not working CORRECTLY! How does this look. I bet if I would have went into the store and said I WANT TO BUY A PHONE, I could have pick line all the reps up and they probably would have put in a bid to help me! Broken phone, "GET HIM OUT THE STORE BY WHATEVER MEANS NECESSARY!" You have to love face to face customer service that is poor as that employee. Oh no, I didn't get his name and I can describe him, however I don't want come off rude or a as some sensitive people might think I am racist! If he would have taken the time to handle the situation properly we wouldn't be where we are right now. A loyal customer for over 10 years and would leave Verizon for this poor excuse of a rep! Terrible!

If you find an email or address I would love to know about it.
I traded my brand new iPhone 4s for a $200 gift card I never received. I have been waiting a year now for a $300 Credit because a store manager charged me rather than deducting for a returned tablet. The VZW ware house has received my trade in iPhone which I have proof from the USPS I have the proof of delivery but I was charged for not returning my phone. I have spent over 100 hours calling almost daily to VZW Customer Service and EVERY SINGLE REP has said they will call me back and never do. This past Sunday I got a Supervisor that told me she would get the answers and contact me no later than today at 12:30 no matter what and I received no returned call yet again. 3 bill cycles ago I had an almost $600 dollar Credit on my account according to VS in our local store and my bedt Bill said I owed $1000, this law bill due this week was for $1300 yet I bought NOTHING.
I have warned VZW for the last week to get their crap together or I was leaving Verizon after 8 years and that I will NOT pay the bill and still they sit on their thumbs ignoring me.
From a HUGE Credit to a $1300 Bill because my returned device got there yet disappeared once it got to their warehouse so I am being charged for an iPhone 5s that I just used to edge up????
Verizon has gone down hill badly and I will be going to US Cellular with my "9" lines of service.
Tomorrow, I am filing a complaint with the Better Business Bureau because even the store here has been calling CS because THEY can see there is a huge problem with no fault on my part.

Horrible customer service, how do you stay in business?

Your internet sales team fraudulently induced me into signing contracts worth $1200 for new smartphones by promising me free data for which I was apparently not eligible. This is completely documented in a chat transcript and I believe this was purposeful. After walking me through the upgrade process, the internet sales person told me I had to 'combine' orders into the one share plan by calling customer service. Not one of the five people I talked to after that had any idea what he was talking about in regards to 'combining' my orders. Not one. I think he fraudulently induced me into contracts worth $1200 and then passed me off to someone else who would deliver the bad news in the hopes they could convince me to accept a lesser deal. This is called bait and switch.
This is my story:
As a 10-year customer of Verizon, I was looking to upgrade my phones and account into the new Edge program. Our two lines always use less than 2Gs of data per month. I priced AT&T's NEXT plan and received an emailed confirmation from them that the monthly payments for the LG G3 and the Samsung Galaxy 5 PLUS unlimited minutes and texting with 2Gs of data would be $134.45 plus tax. I approached the online sales staff with this information and asked what Verizon could do for me. "Dencil" initially stated the same plan would cost me $169 and some change at Verizon.
"Dencil" told me via chat that to meet AT&T's price, I could upgrade to Edge, sign up for the 250MB plan and receive 1 free Gig of data per new smartphone purchased for 24 months. It will give me the price to basically match AT&Ts offer and my necessary 2Gs of data.
"Dencil" walked me through upgrading my phones. The website will only allow you to upgrade one phone to Edge at a time and you have to checkout each time (I expect this is related to the financing contract required per phone). "Dencil" told me that I would have to call customer service to get the lines 'combined' again into the share plan. He said customer service would make sure I received my 2 gigs of free data as he had no direct access to my account. This is all documented in the chat transcript.
When I finally reached customer service, I spent two hours, was transferred four times and spoke to five people. No one had any idea why the lines needed "combined." The first customer service rep transferred me to sales without telling me. Sales informed me they did not know anything about the free 2G promotion at all (I found this particularly surprising since there is a banner advertising it on your website, but I digress) and they could not help me. I was then transferred back to customer service.
When the customer service rep picked up, I explained my issues and asked to be escalated. He didn't do that, put me on hold for about 20 minutes and even though I explained that sales already told me they could not help me, he never came back and then went ahead and transferred me back to sales without warning. I have no idea what he was doing for 20 minutes.
The sale person I talked to this time also had no idea about the free 2G promotion and suggested I get back in touch with my original sales person, "Dencil". I had already explained it was an internet chat. I asked him how he would suggest I find "Dencil". The sales rep got very rude with me explaining that this was not his job and his job was... I cut him off and asked him to transfer me to someone who could help. Back to customer service I went. At this point, I was then disconnected. The disconnection was likely my fault as in my frustration I began punching as many numbers as possible just to get to a person.
After calling back, I spoke with a very nice lady who did escalate me as requested. The customer service supervisor informed me that my new account did not need to be 'combined' and she didn't understand what "Dencil" meant. She also told me the free 1 G per smart phone did not apply to the 250 MB plan. I explained that I was promised this and there is record proof. The customer service supervisor basically told me I was out of luck. She offered to upgrade me to the 1 G and then provide me a credit for another Gig for 1 year. That wasn't a comparable offer by half.
When I explained the deal I was offered by AT&T, she stopped just short of calling me a liar. The difference in plans is almost $30 (as quoted in the chat by "Dencil"). She told me Verizon would never allow their chief competitor to be that much cheaper and that she "keeps up on these things." I offered to send her my AT&T documentation confirming it and she declined. I then went over each charge explaining the differences. She thought she was going to show me how the costs were actually the same between the plans, but she never completed that action. I expect it was because she realized that's not true.
Throughout my conversation with the supervisor, I asked that my phone orders be cancelled and that my account be returned to its original status. She finally told me she complied and my order was cancelled. Lo and behold, about 18 hours later, one of the phones SHIPPED. I contacted customer service and they told that "oops, one of the phones slipped through, no worries, I could just refuse delivery." Okay, fine, but then an hour later, the SECOND phone SHIPPED. That one must have 'slipped' through also.

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Also refuse everything and get proof from FedEx that it was returned or refused. take a photo of each package to be able to track back.
Good Luck

Customer Service Fails Again

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

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

Horrible Customer Service from Verizon and Anytime Assurian Insurance is a SCAM

I am posting this so everyone is aware how horrible the customer service has become at Verizon and the insurance replacement coverage offered. Please read and BEWARE before purchasing this extended coverage as Verizon will NOT work with you!!
We have two phone lines and a tablet with service through Verizon and pad the anytime additional insurance through Verizon which is supposed to cover standard insurance PLUS extend the manufacturer warranty. If the defect is due to manufacturer defect, then the replacement is supposed to be covered without a deductible.
So now, the recap of the horrible experience we have been through .....
My husband has an Iphone 4s that had the power button on the top of the phone fail. The button does not press on/off correctly. He contacted Verizon and they put him through to the diagnostic time to approve or deny the replacement under the extended warranty. He contacted the tech and described the problem. The tech advised him to check all of the water indicators on the phone. The top one for the headset jack is slightly pink and the other indicators are completely white. The tech advised him they could send him a replacement phone and then he would send in his old phone for evaluation and he would know in about 6 weeks if he would be charged a deductible. He then spoke with Kiera (sp??) who advised him to have the phone checked by Apple Genius Bar.
He took the phone to Apple. They advised the phone is in great condition and that if he had purchased the extended Apple Care instead of Verizon's Assurian Insurance they would cover it with no deductible. The stated the reason the phone was not functioning was clearly related to a manufacturer defect and wrote on their assessment paper they gave him that the phone is in great condition. They stated by indicated that water damage is indicated by all three indicators being tripped -- NOT just the top one. The rep then walked outside with my husband and said it's raining so Verizon would now void the warranty part and make him pay a deductible since Verizon is being nit picky.
We then went to the local Verizon store. The rep and the store manager looked at the phone and stated the top is tripped so the insurance department will call it water damage and not honor the manufacturer defect. I stated that it seemed like they were finding a loophole out of the insurance coverage for the extended warranty part and making the customer pay a deductible. The manager then stated "other carriers would screw you the same way." REALLY -- THAT'S THE CUSTOMER SERVICE WE PAY INSURANCE FOR???!!!!!????
So, we called and spoke with a really nice customer service rep (Suzette) who stated unfortunately it was not her department but that she would send a message to have Kiera call us back. That was a week ago and NO CALL BACK FROM KIERA. Again, this is the customer service we pay for???
So, we called today and spoke with another rep and a manager. The manager again stated we could send in the phone and it's 50/50 if they will charge the deductible. She stated Apple should honor even though he is outside Apple Care if it is their defect. I asked isn't that what we pay them for?? She stated they will look at the indicator and call it water because she Googled it --- apparantly Google knows more than the Apple Genius Bar on their own product! I even offered to fax the paperwork from Apple. My husband offered to send them the phone and have them evaluate it before they send out the replacement so he's not taking a risk on paying the deductible. I asked the manager to email me her contact info. She indicated she would ... 2 hours later, no email.
So, my husband that is up for an early upgrade but wants to wait until he's eligible for the Edge program (in which he would pay unsubsidized prices for phones to upgrade early -- and give them more money for phones) is stuck with having to decide to continue to use his prior phone that works or risk having to pay $200 for a deductible because they have stated they will look at the indicator and even if it's unrelated, call it water damage.
We are seriously looking at cancelling our coverage and just going to another carrier. Because in the end, phones and service are similar, so you really pay for the customer service you get. Or in this case, the lack of follow up, loopholes in their program, and lack of customer service. I am thoroughly disgusted that I have paid Verizon for their service for 10+ years and have always paid for insurance without ever having to use it before --- and this is what we get.

It's not really a loop hole.. if the indicator is pink what do you want verizon to do? Google it, a lot of people on all carriers have been charged for returning a phone with just one indicator showing water damage with iphones.. This is what insurance is for, you pay a deducible instead of full retail. I think you are hung up on thinking the apple rep didn't lie to you, it's easy to say whatever you want when you know you won't be held accountable for it. I mean verizon is a service provider, maybe you should buy your phones from manufacturers if you think you get a better deal
Have you tried to reset the phone via itunes? Not likely a software issue, but i've seen stranger things with iphones.

Horrible Customer Service! Never again will I purchase another Thinkpad!

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