Horrible customer service

I have been with Verizon since 1998 and have had numerous customer service issues. The latest has been the worst ever taking over 7 hours on the phone with various customer service reps and supervisors. This issue has NOT been resolved. We have been wrongly turned over to collections and told that we are two months behind even though our bank statements show that we have made every payment on time. THE PROBLEM: In 2013, we had home phone, Fios internet, and 3 mobile phones on a one bill. We sold our house in December of 2013 and canceled Fios and home phone service. In April of 2014, we moved into our new house and signed up for a 4G home Fusion internet plan due to not having Fios available in our area. Since that time, we have had our phones shut off and have been turned over to collections. It seems that Verizon Residential and Verizon Mobile both think that they are entitled to the payments we make on time every month for the same sevices. You can not call any one Verizon employee that has access to both Residential and Mobile account information so the Residential rep transfers you to the mobile rep and the mobile rep transfers you back to residential. of coarse you have to re-explain your whole situation over and over and over and over. You get the idea. These are after all, trained customer service reps. After HOURS of this back and fourth, we are being told that we made payments to the wrong account # but never had any idea that we had two different account # s. We got a bill in the mail and we paid it. Simple fix, just transfer the money from one to the other. Okay, all fixed! Yeah, don`t let the feeling of accomplishment set in too fast. This is when you get sent to collections. The last payment did not transfer like it was supposed to so instead of calling this "VALUED VERIZON CUSTOMER" and letting them know that there is an issue, just send them to collections and see if we can mess up their 800+ credit score that they worked so hard to build their entire lives. So we spend another 2 hours on the phone explaining over and over and over again what is happening. We just needed to transfer the last payment from mobile to residential so that residential will be paid up to date and that account can be closed. Great, all fixed???? Not so easy. Now you are two payments behind on your mobile account. 4G Home Fusion Plan and 3 mobile phones that Verizon wants us to double pay for two months because NOBODY CAN LOOK AT BOTH VERIZON ENTITIES ACCOUNT INFORMATION AT THE SAME TIME TO SEE THIS !!!!!! When our contract is out WE ARE GONE..........

See I can see this error occurring on the ground level of Customer Service, a rep would only have access to the tools related to their job. But escalating this high enough should definitely reach someone who can see every piece of information. I think the issue was being passed horizontally through the departments instead of vertically. Push for a supervisor or the person who manages the supervisor. Everyone has a boss.

Similar Messages

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.

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 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 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.

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

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.

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 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 Equipment and Horrible Customer Service

You would think that verizon Fios would be at least up to date on its hardware that is gives customers. Recently I was contacted by a competitor cable company. Anyone that lives on Long Island, NY will know who I am talking about (CV for short). They offered my a comparable package to what I have now with Fios, but at a approximately $35 savings a month. Since I have been with Fios and have been happy with their service I gave Customer Service a call to see if there was anything they would do since I am out of any contact or promotion to keep me as a customer. One of the things that I was inquiring about was updating my modem. Customer Service rep was horrible, had no idea what I was talking about, and I had to explain things about Fios products. Basically the modem I was asking about was listed here....
https://teleproducts.verizon.com/fileshare/plm/brochure/ATGIGEBHR_brochure.pdf
Your Fios customer service rep told me that there was no such thing. After having me on hold for 10-15 minutes while she contacted tech support, she told me they only have one modem and had no idea about what I was talking about. I then had to read a url to her like a child pointing her too...
http://www.verizon.com/fiosaccessories
You customer service has no idea about the products you even offer. She then went on to say, "Oh, that's what you want then you have to buy it" Really Verizon?? You claim to be such a front leader in quality and service but when you customers who are using old and outdated equipment, you tell them to update to at least get up to todays standard it will cost me.
Just two of the major differences of the modem are
New Modem: 10/100/1000 ports, and Wireless B/G/N
Old Modem: 10/100 Ports, Wireless B/G
My current modems standards are OLD! Researching this modem (the new one) I have seen forums posts dating back at least 2 years stating it was released, so this is not something brand new for Fios.
Your competitor (C.V.) offers a modem that is at least up to to today's standards...and guess what, they give it too their customers now, not charge them. Also just so people are aware that live on Long Island, this competitor is also offering an updated DVR, capable of recording 4 shows at one time (2 of them being cloud based...server side recording, then streaming to you)
So Fios, once again I do like your service. I think you have quality, but your customer service is extremely poorly trained on your products. Have really no knowledge and quite frankly are rude. If you are happy telling customers who are inquiring about updating their products, "If you want to be at least up to date...you have to pay for it"
Do you value your current customers at all? To me it seems like you don't. I believe in loyalty, but I also believe in going with the best deal vs quality.

Posting successful solution for future reference:
Thanks for the info. I looked at your account and your Dreamweaver subscription is expired while your Creative Cloud subscription is active. First, I suggest uninstalling Dreamweaver and then reinstalling through Creative Cloud. If this doesn't work you may have to uninstall all apps and run the cleaner toolhttp://www.adobe.com/support/contact/cscleanertool.html (to make sure all previous DW related bugs are removed) then reinstall apps through Creative Cloud. What is happening is that your DW app is still associating with the old (and now expired) subscription and we need it to associate with the CC subscription.

Horrible customer service month after month

I am amazed at how horrible verizons customer service is. I have had to call every month for the last 6 months and they say its fixed in the system and then the bill arrives with nothing fixed..... how hard is it for you to do your job??????
I had trouble with Verizon service, went to the store and they said it was my phone. so they said they will upgrade me to the new edge program but I have to trade in my note 3. so I do that and then a month later we have trouble with service going in and out on both of our phones. after many stops at the store and many calls to Verizon they have the network people do all kinds of tests and Verizon comes to the conclusion they cant fix the network and offer us out of the contract and they will waive the fees because it their fault.
cool, we take them up on the offer....... the following week we talk to Verizon and they say the early termination fees will be credited next month. and of course they are not.
SO here I am 6 months later going through the same B/S with Verizon...... now again I just called and the agent said they see the notes in the system saying they will credit the early termination fees but the computers wont let us..... so now Verizon does not know how to fix the issue even though the notes say to credit me the early termination fees.....
and then on the 7th month which is a few days ago...... Verizon now decides they want to charge me for the remainder of my edge phone even though they allowed us to leave the contract with zero fees.....
so know im stuck with Verizon charging me 2 early termination fees and anfter 7 months now want to charge me for the edge phone cash price......
CAN SOMEONE FROM VERIZON PLEASE EXPLAIN TO ME HOW THIS IGNORANT B/S IS HAPPENEING AND HOW NOBODY AT CUSTOMER SUPPORT IS SMART ENOUGH TO FIX THESE PROBLEMS???? IS IT TIME FOR THE LAWYER AND ATNY GENERALS OFFICE TO GET INVOLVED???

yup, the first 6 months they told me I was all set and it would reflect in the new bill. the new bill comes with the same charges and nothing is fixed. and as stated before,on this 7th month bill, they added a charge for an edge phone 7 months after the account was closed.... thieves and crooks

Horrible customer service and policies

I bought an Env 3 last year and have loved it until it started to shut off for no reason even when the battery was fully charged and sitting untouched on my bedside table. When I finally got fed up and realized it was not anything I was doing to make it shut off, I went to Verizon, waited for the usual hour while they updated the software, and still had the same problem. Went back in and was told they would have to ship me a phone because they had none in the store. What I received was a "like new" device that did not work at all. It shut itself off and on constantly. Sent that back in and received another faulty phone that had a number 3 on the inner keypad that did not work. Sent that one back in and received one that will not sync my music on the phone, but more importantly, the picture quality is horrible! I have taken the exact same pictures with this "new" phone that I had saved from my first phone, and the difference is undeniable. The pictures this one takes are fuzzy and blurry. Verizon wants to send me another "like new" phone because the policy is to not give out new phones even though this was a problem, I was told from Verizon, that the original Env 3 had. So basically, I bought a faulty phone and have since been given faulty phones, but am not allowed to have a new one because it is not the "policy" to do so. I am so angry about this that I am about to cancel both of my contracts, pay the fee on the one that still has 11 months left, and go to the horrible service ATT has to offer. I am really mad at Verizon over this. I have always loved their services and the phones I have had, but this is ridiculous. I hope this message does not get deleted in hopes of preserving customer service because I want everyone I can reach to know what terrible customer service this is and just know if you buy a new phone, get stuck in a contract, then find out your phone is not working, you will never receive a new one again, even if it is a manufacturing problem.

Just so that you are aware-As I have posted this same comment in a different string. I also own the enV3 since last June....
there are three people in my office using same phone. We are all experiencing the exact same "problem"...about the phone shutting off at random.
I too went through a horrible -to say the least- customer service experience. Anyhow, I found out my phone had Version 2 and that the latest available was version 6. It was not easy to do the firmware upgrade but I was able to do so. Since I did the upgrade-which is about three days ago, my phone has not shut off at all. And it was doing it few times a day just before the upgrade. So, I am confident that the Firmware Upgrade is indeed effective in solving this quite annoying issue.
Check your current firmware version:
Menu-Settings & Tools- Option 10 or Phone Info- Option 2 or SW/HW Version.
if you do not have: VX920V06,
a) Take your phone to a Verizon store and have them do the upgrade.>> Easiest solution
b) Give it a shot yourself and good luck figuring it out....as I have said, it was not easy. Their website instructions have
a huge need for improvements...and even though I've try to let them know, no one listens.
Note: The link is for the enV3 blue because that is my phone. Just enter your exact model and try see if you can figure out how to get your phone to version 6....good luck!

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! And a 33 month old BB problem continues to exist!

I have been a Verizon Wireless Customer for over 7 years. I have been a Blackberry user for even longer. In November of 2008, I switched my Blackberry World phone for the then new, Blackberry Storm. I kept my same phone number, had no previous problems with the World phone or any calling issues, etc. I just thought I might like the latest and greatest. Almost immediately after getting the Storm, I started getting these strange 1 way audio problems. When I say 1 way audio, I mean, I could here the other person on the end of the line, but they could no longer here me. It was strange and it happened infrequently. After about two weeks of having the storm, I decided that I really did hate not having the qwerty keyboard and so I took the storm back and got the BB Curve. Again, noticed that I had the same 1 way audio problems and contacted VZW customer service. After sending me out a new phone and several customer service calls, VZW opened a trouble tickets. It was never resolved and conveniently closed, with Verizon saying they could not duplicate the problem. I was not experiencing dropped calls. I still had full bars, was still connected to the party on the other end of the line and it was happening in a bunch of different places. I went thru this with the Storm, the Curve, the Tour and the Bold, all with this same sporadic one way audio, all with multiple different Blackberries being sent out to me, because Verizon was sure it was the Blackberry and not them! Customer service suggested, on many occasions, that I switch my phone number. WHY??? It didn't happen the first 3 years I had the phone number. They also, had the audacity to suggest that I switch to a different platform. HUH??? All of the sudden, I'm the only one in the neighborhood, who cannot have a blackberry phone, because it just no longer works for me???? Numerous tickets were open and no one would ever get back to me. I couldn't get a VZW Tech to call me back if my life depended on it. Call with one way audio were hounding me and VZW told me to mark my calls, where this happened. Did all of that and they still couldn't find the problem. The one way audio even happened when I was on one of the many calls to a Verizon Tech....yet they still could not "duplicate" my problem. To this very day, they still have not found a solution. After many months of dealing with Verizon (or not dealing with them, because they wouldn't call back) and researching new phones, I decided today, to try out an Android platform phone, just to stop the madness. I called VZW and told them which phone I wanted (I needed something that would have a long battery life, had good reviews, etc) and they told me that I could NOT have the Motorola Android 3, but I would have to take a reconditioned Droid Pro instead. I explained to them in no uncertain terms, that I was unwilling to pay for this change, as it's been an ongoing issue, that Verizon failed to ever fix or even acknowledge. While I was getting stuck with a phone that I really don't want, I was completely tired of dealing with these issues, Verizon and my understandably irritated customers. After the phone order was placed, the Verizon Customer Service guy, tells me that I have to return my Blackberry, within 10 business days or I would be charged for it. WAIT!!!! I don't even really want to change to an Android phone, I just want to try one out and see if this is going to give me the same issues as the BB. Why do I have to return the Blackberry? And why did Customer Service wait until we were almost finished with the conversation to unleash that little bit of information?? I would have never agreed to getting an Android, should I have known they were going to make me give up my BB too. No, I don't want the Android phone just to have an Android. I want Verizon to figure out what is wrong with my phone in the first place, but it's not going to happen!!!! So, I was really left with no alternative, but to try another phone. I have never gotten any compensation, in the almost 3 years this problem has been going on. I have not asked for anything, except for Verizon to fix an issue that is clearly their problem. We have another Verizon phone in our house and another line somewhere else and we have no problems with the other phones. I have had at least 10 different blackberries in the last 33 months and all have had the same issue. Quit blaming the phone VERIZON. Don't ask your customers to give up their phone numbers and change platforms, all because of your incompetence. I NEVER write reviews or go into any kind of forums, etc., but I've had it!! Customer Service ignores the issues. I didn't even know that any of the tickets were closed, until I called back with a ticket number, only to find out that the issue was unresolved and because of this, they had closed yet another ticket. To me, the fact they are making me return my Blackberry, just to try out another phone, is beyond comprehension. To top it all off, at the end of each of the conversations, the guy had the nerve to ask me if all of my needs were met, due to the issue. Lol! Yeah, they were all met! Why ask that question to someone you know that is completely ticked off at you????

Pepsio07 wrote:
I'm sorry, but when does swaping from a Blackberry Bold to an Droid Pro (certified pre-owned) qualify as an upgrade?
Secondly, I've had my phone number for over 7 years. It worked just fine for over 3 of those years. Why should I have to give up my phone number? It's not only a personal number, but a business number as well. I have more than worked with Verizon to figure out this problem. Done way more than my share and for anyone to say that I'm unwilling to work with them is beyond belief. I have marked every single call that has gone bad. I have turned off my phone for a period, to see if it was the network. I have switched Blackberry's numerious times. Why does everyone just jump to changing a phone number? Say I did this. What are they going to do with that phone number? It goes right back out there for someone else to have. That's what Verizon told me. If that's the case and the next person who picks it up has no problem, then it wasn't the phone, or me, or the number.
Oh, and Verizon has spent a lot of money trying to fix my problem?? Well, I've spent a ton of money myself, paying for a phone that doesn't work, time and energy switching from Blackberry to Blackberry, and not even mentioning the amount of time I've spent trying to figure out this problem, to no avail!
If something didn't work for 4 years I would be willing to try something else. Then again I don't run a business from a cell phone..

Horrible customer service

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