Horrible Customer Support

My Wife and I have the same package and blocks on our phone but I was getting charged for Data. I have no issues to pay for any bills but i need to know what I am charged for, so i have been repeatedly calling customer support, and in presence of the data block I have and the Picture and Text Messaging I have, they were upable to prove why I am getting charged for Data. So they suggested to visit Beechmont Verizon, and there it goes the again the worst cutomer service experience topped up by the manager himself (Keith). A representative over the phone and then the manager himself as well tried to made up reason saying I am getting charged for exceeded picture messages limit, I said ok then why my wife is not getting charged as well. So the "great" manager came up with the reason in your case you could be hitting sp,e button to access web, and i said i know how to use phone and i never do that, and why would i do that repeatedly for 3 months. Also it doesnt have any explaination of what the data charge is for.... so tunred out to be unable to expalin what the data charge is for and an hour wasted. A very sad customer experience with no csutomer satisfaction. I am thinking about terminating my contract and willing to pay the termination fee to get out of this miserable phone comany. Totally not happy.

I guess u failed to understand that I ordered the phone on a FRIDAY right ? Very good, you are correct, FedEx does not operate on a Sunday. But they do on a Saturday. Hence, when im told i can get my item shipping overnight, and its ordered early on a Friday, once can expect it to be here the next day. This happens to be a Saturday. When Im told I had to pay extra for it to be delivered on a Saturday, that means 1) they do deliver on Saturdays 2) that defeats the whole FREE OVERNIGHT SHIPPING promotion, and 3) paying extra wasnt an option and someone higher up told me it shouldnt have even been suggested
In a few years Christmas falls on a Sunday. Wanna guess how many retailers will allow you to order something the Friday before and then receive it on Saturday so you can have it by Sunday? Umm probably all of them.
And im sorry, would you feel better if this happened on March 4th? July 19th? The company doesnt shut down the Saturday after Thanksgiving so why should i not call if I have a concern? Dont people work on Thanksgiving? So your whole argument is irrelevant and ignorant. Lets all be happy that youre not running the show, and the people who are side with me.

Similar Messages

Horrible customer support experience with Nokia

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

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

Adobe Has HORRIBLE customer support

I'm a High School Art Teacher. I teach Photoshop, Illustrator, After Effects and Premier Pro. A year ago, my family decided that I needed to upgrade from a PC to a Mac. Unfortunatley, I was in no position to buy all new software - even with the educational discount. I've been living off whatever I can get done during my free periods in school. But recently, I needed to develop some photos for my Drawing and Painting class ( for self-portraits - needed to work with the contrast, so I payed out of pocket for the month subscription. I didn't realize that it was an auto-renewal until I got charged again ($60 ) for the month of March. I never selected auto renewal....it is evidently selected automatically for you - go figure. Of course I raced to unsubscribe, but ....no refund. I'm stuck paying $120 now for a job that took me 4 days. When I called for help, I waited a half of an hour for a call back, only to be accidently cut off on their end, and no one called me back. I'm sorry, but the chats are absolutely worthless. I needed some help with the original download as well - no help at all!!!! I mean, I imagine 14 year-olds on the other end . I came from a family that owns a sizeable graphic design company and uses Adobe products - Adobe has been the power house for a long time. But lousy customer service? I expected more. Hey folks, I sell your products every day to my students. I tell them you're the industry standard and they should be getting used to it now. I send them off to some of the best design schools in the North East. I don't know if I'll recommend it so highly in the future.

Noel,
I will respectfully disagree here.
Now, it would be great if Adobe could hire experts in all of its products, and route each call to the appropriate expert. However, I just do not see that happening, at least any time soon. This problem can be greatly exacerbated, if a user has a full suite, and is having problems with more than one program in it.
Now, I have been using, and participating in the Adobe forums, from the days, when they were ONLY available via NNTP - before what we know as the Internet, was even born, I also did use ARPANET way, way back before that. Whether it is for an Adobe product, or another, I have found that the user-to-user (that term is now absent) forums offer better support. Almost everyone there does actually use the product(s).
It used to be much more simple, back when companies, like WordPerfect made only one product. You always got an expert on the phone. However, even back then, if one needed to "write a printer driver," the call might get transferred to the desk across the office, to the "Printer Wizard."
Personally, I am a very big fan of user forums. The only thing that I would possibly have placed above them, would have been a well-written, printed manual, but that is a thing of the past.
As I have mentioned in some other threads on T/S, and the product forums, most, that I frequent, have the addition of an Adobe presence, which is so greatly appreciated, as those employee contributors know what's under the hood, and when we, mere users, run out of ideas, they can often step in - then the OP, plus many of us, learn something new.
Imagine if Adobe were to relocate Chris Cox, and relegate him to answering the phone for simple user calls?
I want him busy in development, and then, if he has any spare time, helping out in the PS forum.
I understand where you are coming from, but just disagree. That, however, does not mean that Adobe could not do a better job.
Just my observations,
Hunt

Two IPAD 2s with same IMEI # - horrible customer support to resolve issue

A week ago my boyfriend discovered that Verizon had disconnected service to the iPAD 2 I gave him from his account 7 months ago but continued to charge him $11.21 per month for the phone line on a non-existent device. To date I have spoken with more Verizon employees I can count on two hands, been passed back and forth between customer care and the fraud prevention department repeatedly, had to recount this entire story each and every time as well as provide passwords, last 4 digits SS, IPAD IMEI number, phone numbers for the account, named and address for the account, original purchase receipt for the iPAD, and yet, a week later nothing has been resolved, service has not been restored, calls have not been returned as promised, and charges for a so-called "test phone" (that non-existent device) continue to accrue. I have no promised resolution date and there doesn't seem to be any urgency on Verizon's part to either apologize or fix the problem for us.
A year ago my boyfriend purchased a Verizon iPhone and added the IPAD 2 to is data share plan as a second device for $10/month. Apparently last July another Verizon customer walked into a store with an iPAD claiming they were having connectivity issues. Supposedly it was determined that the IMEI number on that individual's device matched the IMEI number for the iPAD 2 on my boyfriend's account. Without bothering to research the issue or contact my boyfriend, Verizon simply removed my boyfriend's iPAD 2 service, converted his data share plan second device to something simply identified in his account as a "Test Phone", and assigned his IMEI number to this other customer's account. My boyfriend isn't the most tech savvy person, so when his iPAD 2 quit accessing the internet he assumed it was something wrong with the iPAD, or a function of where he was at - he spends 5 months of the year in Alaska and coverage is often spotty at best. So he just tossed it aside opting to browse with his iPhone instead. Then last week he just happened to be reviewing his latest Verizon bill and where he expected to see the $10/month charge for the iPAD he saw an $11.21 charge to a phone number he didn't recognize. So he elected to go into a Verizon store to learn what that was about.
There at the Verizon Store the customer service rep informed him that he was "in possession of a stolen iPAD" . This brain trust of an employee went on to explain to my 65 year old boyfriend that since two devices could not possibly have the same IMEI number, and since the IMEI number on his device (which he took with him to the store) matched the IMEI number of the iPAD on another customer's account, the only logical conclusion was that he had somehow acquired this "stolen iPAD" illegally. At that point I was contacted to talk to this Verizon employee since I was the original purchaser of that iPAD. No matter that the customer that now had the iPAD IMEI number on their account acquired that IMEI number after my boyfriend originally registered his iPAD with Verizon. All of a sudden we are the bad guys that stole an iPAD. We were informed that we would have to produce an original receipt before they could discuss this with us further. In other words, guilty of steeling an iPAD until we can prove innocense. I guess the idea that we would register an iPAD, then sell it to another Verizon customer a couple months later, but continue to pay to have the device on our account, then steal the device back from this other customer, and then bring this stolen device into a Verizon store in an attempt to fraudulently register it back onto our account, just seemed like a more likely scenario to this employee. More likely than the one where another Verizon employee maybe fat-fingured the other guy's IMEI number into their system resulting in the system identifying a duplicate IMEI to the one we had already registered, thereby causing this other, highly trained and intelligent, Verizon rep to simply remove the IMEI number from our account and assign it to this other, obviously more honest appearing individual, without bothering to inform my other half his iPAD was no longer going to be registered, and that he would continue to be billed monthly for the service he no longer had. Yeah, right.
I could only think of one other possible scenario, that two iPADs could have the same identical IMEI number. After spending hours on hold,recounting this story to numerous Verizon customer service and fraud reps to no avail, and becoming exceedingly frustrated with the fact that you can never get a direct line to a specific rep you've already worked with and can never speak to the same rep more than once, I decided to contact Apple about the likelihood of this possibility. In spite of having an iPAD that was no longer on any sort of technical service warranty, Apple tech rep answered the phone with less than a 2 minute wait. Listened intently to my story, and expressed complete and utter shock at how I had been treated by Verizon thus far. He stated emphatically that two devices will not have the same, unique IMEI number. Further, he was able to verify that the iPAD I purchased and registered with Apple matched the IMEI number we registered with Verizon in February 2013 and the same IMEI number of the device my boyfriend presented in the store a week ago and that according to their records, the device has always been registered to me and only me. He then called Verizon on my behalf and spoke to the Verizon Customer Care rep - of course, another different one, and vouched for me as the original and only known owner to Apple of that iPAD. He then connected me with that Verizon rep. Ten minutes later with the Apple tech rep off the call, the Verizon CC rep actually told me the Apple tech did not vouch for me during his conversation with her. She did admit he called her, but did not seem to understand why he called her. Wow.
So, next I proceeded to secure a duplicate sales receipt from Best Buy for the purchase I made the day the iPAD 2 first hit the shelf on March 2, 2011. No problems with Best Buy customer service. Back home with an electronic copy of the receipt I called Verizon for what seemed now like the 100th time in 3 days and waited on hold the obligatory 20 minutes, made my way through the automated answering system obstacle course, provided all the various security pass codes, account numbers and answered all the requisite questions which, by now, I am convinced are designed to get the less determined customer to simply give up in exasperation. Only to be told by this new customer care rep that I could not send this receipt electronically to them because "that would be illegal". OMG
I was told I would need to wait until so and so from the fraud department returned his promised call to me - by then two days overdue. Sorry. So, I waited another day and called the fraud department. Got a new person after all the **. Only to have this person give me an e-mail address to send the receipt and then they needed to go as they were so busy and I could call back later. Called back again to see if now that they had the receipt they could tell me what the status was for closing out the investigation and re-activating our iPAD. Got another new person. Of course they can never connect you with anyone you've worked with before. Either they've never heard of all those other people you've talked to or that other person is simply not there. This time it was the latter and I would have to continue to wait two more days when that other person handling the case was supposed to return. Supposedly this other person entered into their notes that they tried to call me. Funny, they had the right contact information for me and I had my cell phone with me the entire time as I was expecting that call. Yet, it never rang, there were no logged missed calls, and no messages on it. So, at this point I am totally out of my mind and I'm sure there are lots of notes in the case file about the irate and unreasonable woman customer that keeps calling about this issue. I ask to speak to a supervisor. I'm told I can't because the her supervisor has already left for the day due to all the long hours they've all been working. I asked to speak to another supervisor. I was told, you can't speak to another supervisor, "you can only speak to my supervisor as I'm not allowed to connect you with anyone but my supervisor. I'm sorry, you'll have to wait.".
So, here it is, now 2 days since that last incredible conversation. Still no one from Verizon has bothered to contact me. I can fully understand that people make mistakes. I can understand that something like this might take time to investigate. I get it. But, what I can't accept is this attitude that the customer is wrong and Verizon never makes mistakes. I can't accept being accused of stealing as the only plausible answer for what has happened. I can't accept that Verizon's Customer Care reps and Fraud Prevention reps make promises to call you back on a specific day and then they never do. I can't understand why they wouldn't at least touch base to let you know they haven't forgotten you. I can't understand why you have to explain the situation over and over again to a different individual every single time you call them. Each and every rep seems to have gone through a very thorough training program where the very first words out of their mouths is "I'm sorry you are having this problem. But, rest assured I am here to fix this for you." After having heard that at least a couple dozen times now, I know how shallow and meaningless those words really are coming from Verizon.
Verizon, shame on you. You've treated us like dirt. You've fraudulently charged us $80 to date and continue to charge us for a non-existent phone on a non-existent service. You don't return calls as promised and I have had to resort to this discussion in hopes of getting resolution. Anyone else feel like they've been treated this badly? I've been a loyal customer for many years.

MatthewS_VZW,
As indicated in the original post, I did contact fraud. Today I contacted them again to get a status. I was informed they closed the case as "not fraud" on the 22nd, but could explain why I was not contacted back regarding this latest status. However, the rep then proceeded to tell me they thought I should send a new photocopy of the receipt because the one I sent in was cutoff. In looking at what I submitted, it was indeed, slightly cutoff at the very bottom. But what was cutoff was entirely irrelevant as the total cost, applied gift cards and final charge to my credit card were all clearly visible in the middle of the receipt. The only thing cutoff was the last line of details on the 4th gift card applied to the payment and the line was only cut in half and still decipherable. Just another stall tactic. Finally the rep agreed that sending a new receipt wasn't really necessary since the case was already closed. She said all we needed to do now was go into a Verizon store with the iPad and they could reactivate it. However, being now very doubtful of anything Verizon has to say, I called Customer Care and that rep said that while the fraud case was indeed closed, nothing has yet been resolved because the other party still has an active device with the same IMEI number. They could not activate our iPad until the mystery of the duplicate number is resolved.
The customer care rep offered to call the other party and see if they would be willing to bring in their device and sales receipt as well. So, he promised to call me back after he tried the other party. Well, Raul at Verizon wins the prize for best customer care so far since he really did call me back! But, apparently the other party told him to pound sand and hung up on him. Raul was uncomfortable with simply deactivating the other customer's device - wish the Verizon rep that deactivated our device last July had been as ethical as Raul. So, we are still in limbo with a device we can't get activated. Raul did at least agree we should be reimbursed for the last 7 months of charges for a non-existent device and supposedly has submitted a request on our behalf to credit us with $80. He also promised to call back tomorrow with an updated status. But, at this point it appears there is no clear path to resolve yet. I don't know what we're going to do or who to elevate this to next. If they can't compel the other party to prove ownership, or if the other party can prove ownership and indeed there are two devices with the same IMEI number, it seems the only solution will be for Verizon to issue a new device to one of the parties so we both can use iPads.

Literally the worst customer support experience I've ever had to deal with -- Why don't they let their customers speak to supervisors on demand?

Call 1: I spoke to them to see if I was eligible for an upgrade. It turned out they had accidentally counted a temporary phone switch to an old device as an upgrade. The representative was extremely slow minded and took over an hour to read through my notes and process what I was saying happened, consulting with his supervisor multiple times. He claimed to have noted everything and told me I had to go to a verizon store to verify in person that I was still using my original phone, and that then I would be able to get an upgrade immediately.
Trip to the store: Drove an hour only to be told by the store rep that there were NO NOTES on my account about the issue and there was nothing he could do to help me and that I'd have to call customer support again. The store was closing in 20 mins and customer support seems to take 45 minutes minimum to resolve anything, so I left.
Call 2: Asked a woman to speak to a supervisor about the guy who wasted 2+ hours of my life and gas money. She put me on hold for a long time, came back and said they were all busy right now, would I like to leave my complaint with her? I said no thank you, I will keep waiting. She said ok, and proceeded to hang up.
Call 3: Asked a different woman to speak to a supervisor, she put me on hold for a long time and then told me that since I wasn't an authorized user I could not speak to one... lol ok. Had a family member call and authorize me.
Call 4: Asked a guy to speak to a manager. He insisted on taking the complaint himself. Why would I trust someone to take a complaint about their colleague possibly sitting a few desks away when many of them have proven to be incredibly incompetent already? It sounded like we were making progress... then he hung up too.
Call 5: Asked yet another woman to speak to the manager. She demanded a reason, I told her it was to make a complaint and she told me about a dozen times that the managers would just tell her to take the complaint. I insisted, she refused... finally I threatened to close all of our accounts unless she let me speak to a manager. She said they couldn't right now since the office was closing soon, but that one would call me within 24-48 hours. I'd bet my life savings that never happens. At that point I tried to talk to her about the original upgrade issue, and she said her system had suddenly crashed and that I'd have to call back the next day... Seriously???
Absolutely unreal how horrible their customer support is. Will be switching to T-Mobile immediately.

Having worked in customer service, I have some experience with this kind of situation. Reps are typically trained to make all attempts to handle complaints by themselves, because there are obviously many more reps than supervisors. They're usually REQUIRED to fully authorize the account and to get the whole situation from the customer prior to referring you to a supervisor. One of the biggest problems is that many customers think that demanding a supervisor is a way to guarantee you will get what you want. If the reason for your request to escalate isn't a valid one, the supervisor won't give in to you either.
There are plenty of times in my own experience, especially as a brand new rep out of training, that I took a long time to research and get an understanding of the issue. Yes, I wasn't moving at light speed, but that doesn't make me an idiot. It means I was trying to gather as much info s possible to try and deal with the issue. But I had plenty of customers tell me I was stupid and to transfer them to my supervisor, simply because I took longer than their patience could tolerate to get all the details I needed.
I have never had a job that I executed flawlessly day in and day out. Maybe you have and that's why you can't tolerate a person taking a little longer to wrap their head around the issue, but I'd rather doubt it.
I also don't think you will find reps who work at light speed and utilize a magic wand to fix people's issues at T-Mobile, either, but I guess it never hurts to try.
Just to clarify: I do not work for Verizon and never have. I worked for a residential phone and internet company.

WORST CUSTOMER SUPPORT EVER + COMPLAINT

WORST CUSTOMER SUPPORT ISSUE EVER - I purchased an HP Laptop in Sept 2011. I had an issue with my SD card reader and some flickering upon Startup on my screen. I was on the phone with 3 reps only for them to tell me that bc I was calling from a Canadian line, they had to transfer me to a Canadian rep (after I had already spent 50mins with an "American" rep). I called the number that was on my HP Support Assistant. After being transferred to my 4th "Canadian" rep, I asked them to call me back asap on my landline bc my cell phone was dying. Waited 10 mins - NO CALL. Had to charge my phone to use my browser on it bc I was left in the middle of a trouble shooting issue with no access to the internet to then look up a Canadian HP support number. Now on the phone with my 5th HP support rep, had to re-explain my issues with my laptop, he remotely tried to troubleshoot my issues from INDIA (Jon) he says his name is, and still no success. Total time on the phone now with HP 2+ hours. I asked to speak to the supervisor. Put on hold for 20 mins. Then my landline cordless phone DIED. "Jon" calls me back and puts me on hold again but none of my phones have any battery life so I asked numerous times for a box to be sent to me and he kept telling me I had to HOLD for a supervisor in order to authorize for a box to be sent to me. I hung up. I repeatedly told Jon, we attempted all the troubleshooting and driver updates and that I had to get off the phone immediately. WORST EXPERIENCE EVER WITH A CUSTOMER SUPPORT LINE AND STILL NO REMEDY TO MY ISSUES. I don't even know where to send a complaint. My frustrations with this laptop and customer support are through the roof bc I still have no remedy to this issue. {Personal Information Removed} And who knows if a repair box is even going to get sent. This is not a good situation for a grad student dependent on their laptop. All my contact information is in the ticket number. Hope that if someone from HP ever contacts me in regards to this issue will have a quick solution as I have spent more than enough time on the phone with them.

You're a close second in the race for worst experience but I think I win. I purchased my Pavilion on 11/28/11, under Walmart's special return policy eff. 12/26/11. That meant I had until Jan. 10 to return. Didn't even open and register until after Christmas as it was a gift to myself. On the 8th, I encountered some issues, shut down, rebooted later , had the same happen again. Tried twice more and gave up. On the 9th, same problem, finally got a HP # from a neighbor's kid, b/c I couldn't w/o a manual or laptop. Got some iYogi company who checked for viruses, etc and tried to frighten me into buying more spyware. They were actually affiliated w/HP, I found later. After that waste of time, went to my neighbor's again to google a number, got the correct one and began my nightmarishish journey into HP hell. Christina kept me on the phone an hour that night, checking for problems, setting into motion updates which she told me should correct the problem. I told her I was just going to return it the next day but she said to wait, to give them a chance to correct the problems first. She felt sure the updates would do it. Updates ran all night and were still running when I returned from from work the next day! I called tech support and it just got worse from there. In 9 days, I talked / held (for12 hrs&35 min) to 14 reps. Only 5 of were not rude and could be understood, the remainder horrible, absolutely horrible. By wasting my time with these people and allowing them to railroad me with their repeated attempts at recovery, I missed my window of opportunity to return the piece of junk. Oh - the salt in the would was that on the 13th, I spent one hour holding until they finally figured out the HP was having technical problems. The irony....
Anyway, when I discovered I couldn't return it, I thought, surely they will replace it or refund my $$, after all they are the self proclaimed "pc leader". They can't just not replace it or give me a refund, can they? I mean, this is America, that's what you do. Little did I know that they do indeed have in place the dreaded 21 day policy I'd read about in complaint forums. Before I realized this to be true, I accused a couple of tech support staff of stalling while that period expired. They denied it of course, just asking for "another 5 minutes" of my time. Apparently this is part of the "HP process" after all. They hold you, your time and your laptop hostage until they're satisfied that you have no recourse but to allow them to repair it and return to you. Now - I will be stuck with this worthless piece of ****. Whether it works or not after it is returned to me, I don't care. I will buy another and try to sell this on Craig's list. I have no confidence in their product and will NEVER buy another or speak to another HP person as long as I live. I could go on and on about the ludicrous, pathetic service I received because it is almost unbelievable but I'm sure most already know how insanely loathsome it is.
There is only thing that could make me feel better about this experience and wasting my hard earned 359.00. That would be to locate an HP store, taking the piece of trash there and throw at someone, watching it shatter into a million pieces. Unfortunately, I can't even get that satisfaction, as the nearest store is 200 miles away. So instead - I'm going to copy and paste this complaint on every site even remotely related to electronics, including Walmart's, Best Buy, etc. I'm going to email it to all my friends, associates. And then I'll put it on Facebook. I do have a Case Manager # for you though, although I hope that surely by now you don't need it. {Personal Information Removed} Knowing these guys, though, you probably still have no resolution.

Worst Customer Support THINKPAD YOGA

Worst customer support ever. I have been transferred over 10 times (I think maybe 12 times now) while trying to resolve a very simple warranty issue. I am not sure if it has been resolved yet or if its working. Will check my warranty status a week later to see if changes are reflected if not, I guess I will have to endure more horrible services until it is resolve.
Story goes like this
I purchased this machine in the Microsoft Store in Toronto, I find that it is missing like 60-100 days from the warranty. I cannot register the warranty for my device online. I chat with the chat suport on lenovo website which redirected me to call the number on there. Get transfereed 6 times or something, than got told to email my proof of purchase receipt to a email with subject title involving my case. Did that few days later or a week I get a call today...
I get a call this morning got a case number, gets transfer to Atlanta Georgia support told the guy I am frustrated very the terrible customer support gets told to F OFF basically and says they're in the US they can't do anything to get Canadian information and hanged up on me (I think his name was Kenneth? Not sure, I would love to talk with Atlanta supervisor/manager of that support place to report him).
I call 18004267378 I luckily get the same guy which redirects me to the Atlanta support again. I received Frank who was pretty helpful gets transfer to Canada support again, Canada side couldn't help escalates me to a girl name Stephanie during the call midway the phone just hangs up/disconnect/she hangs up/I don't know... Call support again, received Canadian support, he looked at my case number and was helpful spoke with supervisor and gave me another case number.to follow up on(?).
TLDR: Long story short, I purchased this machine from Canada but it was appearantly registered/opened in America by whom I presume to be Microsoft Store to do their "SIGNATURE" install of Windows 8.1 which activated the warranty. I get bull stories from Lenovo Thinkpad support team from Canada and USA side accusing each other they can't fix it because I purchase the machine from America from the Canada side and the American side says they can't fix it because I purchase this machine from Canada side... Constant transfers of calls and escalations brings no hope. Maybe I got lucky and the Canadian support guy said he escalated this to his supervisor. I am not sure what happens, will check my warranty status a week later if it doesn't reflect I'll call again.
Any mods or someone at the company here can ask for my case number and PM regarding this issue.
This is very tragic event, probably will never ever buy anything from Lenovo anymore. If this was from Apple I probably would've gotten this issue resolved. For those who plan on buying this device from the Microsoft Store, beware they probably open the machine to install their SIGNATURE Windows 8.1 in the US and it triggers the warranty and you're stuck in limbo trying to get justice from Lenovo.
Thank you for listening to my rant/frustration.
Sincerely,
James416

Welcome to the Lenovo Community James !
Sorry to hear of the run around you got.
In regards to the warranty date, what happened is when Lenovo sells a shipment of computers to a retailer like Microsoft, Best Buy, Tiger Direct, etc, the warranty date starts on the date of the sale. In order to compensate for the product sitting in the retailer's warehouse or on the shelf, Lenovo will generally add an additional month to the warranty period so a 12 month warranty is now 13. In your situation the product sat longer than expected so in these cases Lenovo Support will adjust the warranty period from the date of your purchase once they receive a copy of your receipt. Hopefully the supervisor will be able to straighten out the matter for you.
Owner & Operator of the following:
● Lenovo Ideapad Z570 w/ Win 7 & Win 8.1 Dual Boot ● Lenovo Yoga 3 Pro w/ Windows 8.1 ● Toshiba A75-S206 w/ Win 7
● IBM Thinkpad T-23 w/ Win XP ● IBM Thinkpad T-22 w/ Win XP • As well as multiple desktops dual/triple booting XP, Vista and Win 7.
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My experience of Playbook and RIM customer support

On Oct 26, 2012, I purchased BlackBerry 32G Playbook from
The Source. I contacted BlackBerry support on Dec 27, 2012 as I was having problem charging it using the charger that came
with the Playbook. The charging cable connects to charging port on the playbook
very loosely and it doesn’t seem to make good stable contact. After some
troubleshooting over the phone, I was told to ship the Playbook for repair.
I was issued an RMA. The Playbook was sent on
Jan 7, 2013 to Lavergne, TN for repair. I received the playbook on Jan 14, 2013
from Lavergne, TN. It came with no note as what was the problem and how it was
fixed.
On receiving, I soon found out that I still cannot charge
the unit. Called BlackBerry Support again. I was frustrated with same questions
from call center person and she hang up on me. I called them back and it was a
different person. Customer Service representative told me that they cannot see
what repairs if any were done by their facility in Lavergne, TN. I was issued a
new. One more time, the unit was sent back to Lavergne, TN for
repair on Jan 21, 2013. This time, I put a note with Playbook for repair
department to notify me as what was the problem and how it was fixed.
The unit came back from Lavergne, TN on Jan 28, 2013. There
was no note as what was wrong with the unit and how it was fixed. I soon found
out that unit is still not charging. Called the BlackBerry Customer Service
again and I was very frustrated at their sheer inability to fix the problem.
After a very long unpleasant conversation, I was told that they will put a hold
on my credit card and will send me a replacement unit. To avoid being charged,
I need to send my Playbook in 10 business days.
Since I’m out options, I grudging agreed. They couldn’t even tell me if
the replacement unit is going to be a new or refurbished. I was issued new RMA.
I received the replacement Playbook on Jan 30, 2013. Thought
my troubles were over finally. But then I tried my charger to charge the
replacement Playbook and the chargers cable won’t fit into the Playbook. So I
called Customer Service again, this time demanding my money back and they can
have their Playbook back.
So far I tried three BlackBerry chargers and none of them
cannot charge the Playbook. Every time, I called Customer Service, I was told
to troubleshoot the problem myself. A customer service representative that hang
up on me told me to go to any nearby store, borrow a charger from store to see
if my Playbook would charge.
The entire month of the Jan 2013 I didn’t get to use the
Playbook. Since I cannot charge Playbook, I cannot use it at all. I got to use
it for less than 2 months and I spent over $200 for a lemon, a horrible
customer/technical support and very long headaches. I had to take Tylenol after
every call to BlackBerry customer service.

Is your PlayBook in a case by any change? I have a friend who had his in a case. When he tried charging it, the plug would not fit in properly and would not charge. Apparently, the hole cut in the case was just a bit too tight so the plug would not go in all the way. He had to remove it from the case in order to charge it up.

Loss of customer support control, does this mean identity theft risk?

does anyone have any comments as to whether the loss of control of the customer service portion of adobe will have any affect on personal information, I was worried if my perosnal information might be compromised

I was very frustated with the fact that I could not get anyone on the telephone regardless of how long I waited, I believe if my phone battery would have lasted it would just sit there for days with no answer. That made me think that the company has no control over what it is going on in their customer support division, that there is no way to intervene to address the problem. It just seems then that any information available to customer support is not completely under the control of adobe systems since they have no control over what is happening in customer support. I would like to assume that I am completely wrong and perhaps delusional from exposure to so much horrible wait music on the phone but it made me wonder about it, afterall the information is being accessed in another country and who knows what type of employee screening actually occurs, just a thought anyway.

Creative "Customer Support" Is A Total Joke

I've had my Zen MX for about 2 months now & have e-mailed customer support 3 times regarding 3 seperate issues. The routine is pretty much the same in every case:
. I e-mail them with a problem
2. They scan my e-mail, pick out a couple of key words, & refer me to one or two of the FAQ's.
3. I respond that I have previously read all the FAQ's and that the ones they referred to had nothing at all to do with my problem.
4. They respond with "I don't have an answer at this time but your problem will be referred to our "escalation team."
5. Some one from the "escalation team" suggests that I do the clean-up & reboot procedure.
6. I respond that I've already done that.
7. They respond with "you need to update your firmware".
8. I respond that I've already done that.
9. They respond with they have no solution for my problem but that it will be referred to the technical people.
0. I never hear from them again.
I would strongly suggest that Creative fire all the support people and with the money they save, make some improvements to their products such as:
a) Get rid of that horrible Centrale program and give us one that actually works once in a while.
b) Fix the firmware so that music (or videos) in the main player integrate with files in the memory card.
c) Improve the product so that it doesn't die 0 seconds after the warrenty expires.
BTW, the good folks on this board helped me with all 3 of my issues...thanks.

Re: Creative "Customer Support" Is A Total JokeI see they haven't changed at all.
A couple of years ago I had a problem with the headphones connection on my Creative MP3 player due to it having been dropped. I sent off an email requesting the name and address of their nearest service agent to see if it could be repaired. Their reply was to ask what was wrong with it. I told them to which they replied that it was not under warranty any more. I advised them that I was aware of that and was happy to pay for any repairs. Their answer was that it was not under warranty and could not be repaired.
Remember that the original question was for the name and address of a service agent.
From this one can draw one of two conclusions. Either they have no service agents or they are all totally incompetent.
With nothing to loose I oulled the player apart and with a $.50 tube of super glue and 5 minutes of my time it was up and running perfectly. 8 months later it gave up the ghost and was replaced with an Ipod which has performed faultlessly.

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 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

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 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 Support

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