Huge customer service failure

After more than eleven years with Verizon Wireless, I was shocked by the events of this past week.
I have a phone that a family member uses.  On Saturday, he came to me and said that he was unable to text.  I called techincal support.  After about 30 minutes, the tech gave up, said that the phone was broken and the I had to get a new one.  Luckily, I qualified for the new every two.
Sunday after church, we went to the Verizon store.  I had the tech there check out the phone and he confirmed that the phone was broken.  Unfortunately, the Verizon store in Reston at Spectrum Plaza had NO free phones.  The cheapest was $60!  I spent 90 minutes in the store and walked out no better.
I called the customer service department hoping that they could fix things and get the store to give me a free phone.  No luck, but they did send me to telephone sales who sent us a free phone.  (30 more minutes on the phone)
On Tuesday,the phone had not arrived and  we tried to make a phone call and realized that it wasn't just broken text messaging.  We could call Verizon from the phone.  At this point, I realized that the phone wasn't broken, but verizon's network was.  I called techincal support and after 60 minutes, my old phone was up and working.
On Wednesday, we recieved the new phone.  
Today, I called to request a credit for (1) the 4 days that we had no service and (2) the 3.5 hours of my time wasted by several incompetent Verizon employees.
The representative offered me 50 minutes of additional calls on my phone which would expire in 2 months.  Worthless.  I spoke to a supervisor  (Brian #43768).  After 30 minutes on the phone, they refused to issue ANY credit to my account and Brian refused to allow me to talk to his superviser.  I kept telling him that he had not resolved my issue and he eventually hung up on me.
After 11 years and over $20,000 spent, you would think that Verizon would be a little more friendly.
The only thing that I did get was permission to return the phone without a restocking fee.  My two year contract is up on May 27th.

eurbani, we are sorry to learn about your experience with resolving the text messaging issue. While our commitment is to resolve the issue the first time you contact us, this can be challenging when all troubleshooting steps are done and no resolution.  At times, a replacement phone would be the appropriate solution. 
You are a valued customer and hope we can find a satisfying conclusion. We will be sending you a message to personally assist you further.
eurbani, we are sorry to learn about your experience with resolving the text messaging issue. While our commitment is to resolve the issue the first time you contact us, this can be challenging when all troubleshooting steps are done and no resolution.  At times, a replacement phone would be the appropriate solution. 
Your satisfaction is important and we understand how you feel. We will be sending you a message to personally assist you further.

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    Note: all the tags relating to this post (i.e. no_help_from_customer_service, money_hungry_company, cancel_contract, cancel_service) were already created by other users prior to me.
    >Subject line edited to remove profanity<
    Message was edited by: Verizon Moderator

    1. Jim, the only reason my phone is "obsolete" is because Verizon decided to make it "obsolete". Otherwise, it makes and receives calls and texts without issue.
    2. We are not all customers here, Verizon employees are constantly posting on these boards.
    3. There was a post on a previous thread by a customer who had the issue resolved. That post was dated February 13, 2013. https://community.verizonwireless.com/thread/493678?start=122&tstart=0
    4. You, personally, might not need to know what every single person said in every single discussion, but I wanted the Verizon employees that troll these boards to see what >Comment Deleted<they put their customers through.
    5. >Comment deleted<
    Message was edited by: Verizon Moderator

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    Dear British Telecom
    I submitted the letter below via the complaints section of your website on 5th November, asking for a response within 14 days.  The automated response said that you would normally respond to complaints within 48 hours, but at very busy periods this may take up to 96 hours.  However, 2 weeks has now passed and I have received no response from BT.
    I tried calling BT again on 12th November, after receiving a new bill demand.  On the automated system, I asked to speak about my bill.  The automated voice said “about your bill.  Is that right?”, I said yes, but it put me through to the BT Options team, who were not able to help and eventually transferred me to the billing team.  I spoke to one lady and to her manager, and was told that she would investigate the huge and confusing charges on my bill, and the promise that had been made to me that I would not incur ANY further charges, and that she would get back to me on my mobile number within 48 hours, and that if she could not reach me, she would call back until she did.  I asked whether this meant that my bill would be on hold until she spoke to me again, and she clearly confirmed this.  Of course, no call ever came, so my bill is actually still on hold now, according to she clearly told me.
    Then, in the early hours of 18th November, I received 2 emails: one telling me that another provider had requested to take over my broadband service and that service would stop from midday on that day (even though it had actually been transferred to another provider more than a week earlier), and another thanking me for taking out a new 12 month phone contract starting on 18th November.  Of course, I never discussed any new contract from BT, apart from stating very clearly on several occasions during my many calls with you that I specifically didn’t want to enter into any new contracts.
    I called again on 18th to speak to the complaints department.  I spoke to Angela, who told me that the complaint that I had made on the phone on the 12th, and the complaint that I sent via your site 2 weeks ago, and which I copy below, had both been ‘escalated’ to a woman in India called Sharon, who was supposed to have called me back by 14th.  Angela said she would look into this, get hold of the complaint I had sent and read it carefully, and would look to cancel my bill and offer me compensation.  As has been a common occurrence in my dealings with BT, she apologised for the way things had been handled so far and assured me that she would now take ownership of my case and would definitely call me back at 2.30pm with an update, even if the situation was not fully resolved at that point.  She even re-confirmed my mobile number, but of course, no call ever came.
    And, incredibly, this morning, I received another email from BT, telling me that as I hadn’t paid my bill yet, a late-payment charge had been added to it, and threatening me with a downgrade of my credit status.
    Again, I feel compelled to emphasise the great frustration and stress that this situation is causing me.  This is utter neglect of your duty of customer care, and there is nobody in your confusing maze of customer support phone services who has been able to understand and address any of my issues I have had over this extremely difficult 2 months.  Several people have promised that they would take ownership of my case, and would stay in contact with me, but none of them ever has.  There seems to be no way to meaningfully communicate with anybody at your end, even while the bills, and charges, and threats and confusing emails are coming thick and fast.  This is now proving to be equally true of your complaints procedure –  my complaint has been completely ignored.
    As I requested in my previous letter (below), please cancel my bill immediately and propose what level of financial compensation you feel would reasonably compensate me for the extreme frustration and stress that I have been subjected to in recent months, which has affected other areas of my life, including my work and family life, and the time and trouble I have taken to try to reach you to get this sorted out. 
    I include a copy of my original letter below, and am sending this to you both by email and in the post.  I would like a positive response within 10 calendar days of the date of this letter, addressing all of the issues I am raising.  Beyond this 10 day period, I may take further action, which may include legal action and/or publicity about this case.
    Yours sincerely

    Update - in case anyone is still interested -  Here is my response to them:
    30th December 2013 – Our Response
    Thank you for your proposal, which we do not find acceptable.  
    Not only does it ignore the promise that we were made by telephone in October that we would not receive any more bills from BT, as the fact that we were still with you had already been down to your negligence for some time, but it also ignores the abysmal service that you have given us and the resultant stress and personal inconvenience that you have directly caused.  An apology and a weak offer to refund the difference between what we pay now and what we paid you is very very far from even beginning to make up for this.  Your wilfully ignoring a promise that you had made in October and that we very clearly drew your attention to in our original letter is yet another example of this, as are your over-complicated "final" bills, which are not easy to make any sense of.
    You say that you will feed back to the agents involved about the terrible service that they have given.  This will make no difference.  If only one or two agents had been involved in delivering a terrible customer experience, then maybe this may have helped, but the fact that your service has been so consistently and unswervingly catastrophic in every single interaction (and you will be aware that there are very many posts on forums all over the Internet singling out BT for similarly incalculably bad service) suggests that the problem is in your processes, your training and your staggering lack of customer service ethic.  If you truly wish to make changes, your actions will need to be far more fundamental than simply scape-goating a few individuals who are doing nothing different from anyone else you employ.  I do not hold any individual or individuals responsible for what BT has done, but BT as a whole.
    I intend to refer this case to Ombudsman Services: Communications, but would welcome a response from you before 2nd January if you have anything further to add.
    Best Wishes
    Guy

  • Customer Service Issue

    I just finished speaking with your customer service department and have found myself MORE frustrated then when I called.  I have been a LONG standing Verizon customer (longer then the 2003 that I was told) and have always spoken quite highly about your services until now.
    Approximately three months ago we called to upgrade our home internet service and that started the frustration with your teams.  We were told that the service would be an additional $10 per month and we would see that charge after six months.  The first month the bill was wrong. We called and in theory it was straightened out.  We had to call the following month and again were told it was straightened out.  Month three I notice that my bill is astronomical and I call.  Yup straw that broke the camels back.  I call in and explain my frustrations with the first issues and now this HUGE overage in my cell phone bill.  I explain that when I took the phones I was told ANY Verizon phone was free; I was IMMEDIATELY corrected that Verizon land lines were never the case.  Well Verizon that has been your policy however a customers knowledge is usually what the person they signed up with has led them to believe.  If you review the bills you will see that the usage has gone up considerably.  So clearly this was only brought to my attention today since I was under the impression that the increase in my bills was due to the computer line.  Absolutely, my bad for not thoroughly reading the statements and it is my responsibility to review my statements.  Since the bills rarely fluctuate I am among the legions that don't review it. 
    This morning I went on line when I noticed that I received my bill and gasped.  How could my bill be so much?  It became clear to me when I reviewed it what the problem was.  I asked myself why didn't I receive a call from the company that I have bragged about for their outstanding service to say we noticed your habits have changed and we wanted to review your account with you?  Most companies do this....I work for a bank and we call our customers on a daily basis to touch base with those that have been flagged as changes in their normal habits.......wouldn't my cell phone company do this?
    So the first person that I spoke to kept quoting policy when I explained what I was looking for; I told her I was a long standing Verizon customer.  I was frustrated with the bill I just opened since I was under the impression from when I took the phones that Verizon to Verizon (including land lines) were part of the package and I thought my bill was ridiculous and I was looking to change plans and see if there was anything Verizon could do to help me.  While I am sure that the representative was not aware of how she was addressing me I felt as though I was an uneducated individual; policy, policy, policy.  I completely understand that every company has policies and procedures, I am completely aware that I have a responsibility to review my bill on a monthly basis but she truly inflamed me.  Does not the $325 dollars a month that I pay for land line, computer service and cell phones mean anything to Verizon?  Nope. 
    I asked to speak with a supervisor since I did not want to take my frustrations out on this service representative and I explained this to her.  I told her that while I was positive that she didn't realize it she made me feel as though I was being spoke down to and I didn't appreciate it.  Since I work in a highly regulated industry also (banking) I understand that ALL companies have policies but the truth in the matter was that no one cares to hear that word or not feel as though they've been heard.  I asked to speak with a supervisor.
    Audra was the supervisor that came on the line.  I explained to her my frustrations, said I was looking to see what could be done for again here was the litany of my frustrations.  I was told that the POLICY was she could give me $90 towards this overage but Verizon never allowed land lines to be included in their service.  Again I know that now and probably should have known it then and moving forward I'll be sure to ask so many questions that I have the person selling me the service wondering if the sale is really worth it.  I voiced my annoyance (I am annoyed) about policy and the $90; it's truly not the $90 it's how the word policy keeps creeping into the conversation.  It's as though that word can be used as a "shield" to stop a customer's annoyance; it doesn't.  I then asked for the termination without penalty; well if I'm terminating then as a matter of policy she would not give me the $90 credit.  Do you see where this is getting worse? 
    I then ask for the address to write a formal complaint to and the phone number; as a matter of policy you don't give it out?  Seriously, okay.  I then inform Audra that I will be contacting the FCC to file this complaint also; looking back customer service or the poor service truly isn't in their realm but not giving an address to your own company?  It's a matter of your policy? 
    I move along to the upgrade in my service and taking the $90 credit since I have two early termination fees; I'm all set.  I do need to go on line and register the 10 phone numbers that I want for friends and family.  I find this strange; you know which numbers I call most frequently; suggestion - with all of the technology that's out there I would think you could do an analysis and send an email to the users about this and ask if this works for them.  Simple customer service. 
    I say that given the size of the bill I would like to make  arrangements to pay this over two months; I'm told I'll have to call that number.  Really she couldn't transfer me? 
    So Verizon, we all know that a dissatisfied customer tells 10 people before there was internet and social networking sites.  I'd love a phone call to discuss this message so please feel free to contact me.
    Sincerely,
    Unhappy customer

    I am totally guessing that you were calling a VZ landline thinking it was ok to call and not be billed. The literature is very clear it is Mobile 2 mobile or Verizon wireless customers to Verizon wireless customers that you can call without using minutes.
    As for Friends and Family. Be happy they are letting you have numbers to call for free. There is no need for them to give you the information. Lets say you have a family plan and they choose all your teenage kids friends and not anyone you want.

  • I reached my 1000th hour logged on the phone with customer service

    I've been using Verizon jetpacks for 9 months now.  Seemed like a sweet deal. Prepaid. Convenient. Fast and reliable.  WRONG!  I logged my 1000th hour on the phone with customer service today after a 5 hour "troubleshooting" session, second one this week. I've been having to make this exact 5 hour phone call every week sometimes up to 4x per week.  I've never spent less than 3 hours on the phone or gone more than 4 days without having to contact customer "service."  Naturally, this is pretty ignorant sounding.  But, I paid $100 for a significantly small amount of data.  I prepaid to be exact. For a service to be rendered one must be able to receive the service paid for.  That's simply not the case.  I paid $100 for this data already and can't actually use it with any convenience. Unless of course, 5-20 per week on the phone with customer service is typical of any other company.  Other than Virgin Mobile, No.  It's in fact an extremely absurd amount time for ANY customer to spend on the phone with ANY customer service.  No exception.  I feel rather abused, used and ****** over by this so call "service".  I lost 6 clients. They all sued me in small claims for $3000 each for failing to maintain my end due to my weekly dose of hours on the phone with customer service and NOT doing the job I was employed to do. Nope. Instead, I spent my time with Verizon Customer Service and COURT! Yay!  So, I've lost my home, my car was repo'd, $18k loss, 6 customers... and not one time has Verizon spent one second and said to me "Verizon could be the problem"... NEVER has that been the case in all 1000 hours logged.  Interesting?  No.  Just abusive.  I resent having to call customer service at all any more. It's even causing my mental health to suffer after all this.  You know what is found every time?  I'm on a prepaid plan on a device customer service told me to purchase.  But wait... thats the second device.  Every week I'm told The OTHER device is the one that works with this plan... then a few days later, no that other device is the one that works with the plan, a few days later... The OTHER DEVICE IS THE ONE THAT WORKS.. FFS. See a pattern? I've been directed by Verizon to replace my device 3 times, at $100+ per device plus the $10 sim card, plus the 5 hours on the phone with them every few days.  I'd say there's an issue with customer service.  First, yes it IS possible there is an issue on YOUR end.  I'm pretty sure that having to buy a new device every time I call isn't really the best answer.  Second, for the extremely limited amount of data I can't afford to watch a video for fear of capping my data before the end of the 30 days because its 10gig of data.  Yeah, 2 whole movies worth!  Third, its possible to be wrong, yet Verizon has never, not one single time chose to check their end.  ALWAYS and ONLY my end. I don't find that surprising or ironic, I find it the most ignorant and worst customer service in existence only second to Virgin Mobile.  Virgin mobile did finally acknowledge the issue was in the broken tower nearby. It took them 6 months and yes... 100's of hours on the phone.  Verizon hasn't made any effort to accept responsibility for this issue.  I'm sure they are very sincere when they are consuming my 5 hours per phone call trouble shooting my device for the third time this week.  It's actually to the point where they have violated their terms of service and failed to look into an issue on their end.  The tower has been hit.  Hmmm... Ironic. Its quite a distance from here, but is a main tower that has caused an outage across my state. Verizon couldnt tell me that?  Is that admitting your wrong so hard to do that it's easier to spend 5 hours on the phone trouble shooting my device than 5 mins looking for outages?  Yeah, it could have saved my house and job, but I'm the customer... clueless idiot at the mercy of a company who is never wrong nor makes an effort to correct an issue on their end before stealing my hours from me.  At one point, I actually fell asleep in my 2nd hour on hold.  Customer service? Nope, a waste.  I could dig it if this issue was on my end, but I'm confident that spending up to 20 hours a week troubleshooting to no avail is a HUGE red flag that its not on my end after all.  Only cost me a house, a job, car and $18k plus court costs and fees.  Fair? Nope.  But it would be nice if just ONCE there was an initiative to provide actual support to a customer. I KNOW if this is my experience it is impossible to be an isolated incident with me alone.  If I'm tying up 5 hours on the phone, what is the next guy doing? waiting to trouble shoot his box for the next 5 hours over a downed tower. Pride is what that is. People too proud to be wrong at someone else's expense. Definitely an issue if I've paid $900 in 9 months and I spent more hours on the phone with customer service than I have online.  Pretty ******. Verizon, you ARE WRONG. Owning it would save the embarrassment of having to ***** about it on this site. I didnt' deserve my losses and it was at my expense and it is STILL at my expense that I'm having to contact that 888-294-6804 number. I've got it memorized like it was my best friends number - that's how often and how many times i've used it. Shame how simple it would be if Verizon wasn't so ******* proud and spent a few moments looking for issues on their end before stealing 5 hours from me doing the obvious over and over and over again... Small claims can be used to sue up to $3k. Looks like that's my only alternative, perhaps if I do that maybe checking for issues on their end will occur instead of pretending its impossible.  It feels like I went to mcd's and paid for a meal at the window that took 5 hours to get a bag of raw patties thrown at me from inside after sitting at the window for 5 hours and waiting. I'm wrong  of course. I'm am the customer.  How could I possibly be right? I've troubleshooted my device over 1000 times. Of course its on my end. Must be.... 1000 times isn't enough to find out there's a potential issue that isn't related to my specific device, no? Is it gonna take 1000 more hours on the phone before one of the representatives decide to look for an outage before the 5 hours of daily trouble shooting? Thats a huge red flag that just keeps getting ignored.  I can't think of any other companies besides these two internet providers that finds that acceptable.  Better Business Bureau didn't. I'll be filing that complaint with them next.  High time Verizon stepped off such a prideful pedestal and seek a remedy before a class action suit sinks them in the future from all other raging bitches not being provided with reasonable service.  It's not a rant, this has been a life shattering experience for me and a simple quick check for an issue on their end could have prevented it.  BAD BAD BAD Customer service policies to keep a customer on the phone for that length of time to repetitiously check the exact same thing repeatedly every few days.  Disgusted.  How dare that term "service" even be used if they can't provide "service" via support or otherwise.  I'm on the internet finally after 10 hours and the news reported the Verizon tower down. Not verizon... A police officer interviewed on a Detroit News station instead. God knows police have nothing better to do in Detroit than make news appearances for verizon. 

    Simple solution. Get a real internet service and not a cell phone internet connection service it was never meant to be used as the primary internet service
    And how do you lose a home and job and be sued as you claim. What over 10 Gb of data? Give me a break
    In my city small claims is $5000.00
    And over that amount you can go to a superior court to have your issue settled.
    http://www.bbb.org
    Good Luck, Elector

  • Internet Service drops for days and Useless Customer Service

    Does anyone know how to get through Verizon's shield of 'customer service' and actually get a problem resolved?  There's no means of direct access that I have found that can get past the technical support gate keepers to anyone with enough authority to think outside the script or actually look at a customers history and recognize something is wrong. 
    I have had DSL/High Speed Internet Enhanced service for 4 or 5 months now and have experienced probably 6 or 7 periods where I lose internet connectivity for about 2 to 5 days.  The first couple of times I was nieve and believed it was because I live in the boonies and there had been some (mildly) bad weather, which could have knocked out local service.  But it's been a reoccuring theme and I've discovered that the problem isn't infrastructure in the boonies, but the tie in to the internet at their central offices that is the problem.  And each time I've always had 'dsl' connecitivity, but the 'internet' LED on my modem would be off. 
    Each time I call I'm forced to go through the same routines over and over.  Here's a synopsis of how it goes (though the full routine eats up 30 minutes to an hour of time):
      * Please turn equipment on/off (never mind I've already done that, connected to the modem's management interface, looked at settings/status long before I even considered calling Verizon)
      * conveying the modem's model number (don't they have a record of this anywhere?)
      * waiting while they perform a line test
      * hearing 'there's no outage in your area, arguing that it isn't my equipment or on my end, hearing 'oh wait.... it turns out there is an outage in your area',
      * hearing 'i'll contact the mysterious outage team (that you shall never directly speak to)'  and call you back with a prognosis',
      * (optional step) Receive a call back that says 'they're working on it and it will be back online in a few days.
      * (optional step) Have it actually working in a couple of days.
    Then I'm good to go for another 2 or 3 weeks.
    On the previous round of outages I spoke to a 'supervisor', who actually called me back and let me know that he recognized this was a recurring problem and he had traced it to a router that had repeated failed.  He assured me that I would be switched to another router immediately so it would not occur again  (he actually 'promised' this won't be an issue going forward, not that I believed anything a verizon employee said to me at this point).  He also mentioned the router was going to be replaced too.  And he promised to pro-rate my bill to componsate me for all the days I didn't have service.
    Fast forward two or three weeks, and he's proven wrong.  Not only did I not get the discount in compensation for no service (not to mention rediculous amounts of time on the phone), the service was also down again.  This time they called the day after I filed my initial repair request and reported it should be working, but to call 1800 verizon if it isn't.  Since I wasn't home waiting on their call, they closed the ticket because of 'no customer response'  Of course it wasn't actually working, so i called and opened another ticket.  Now they claim it will be resolved tomorrow (about 6 days after I first called).
    Now I understand equipment fails, lines get cut, etc. and I don't expect 100% uptime.  But a nice, HONEST response explaining the situation and a recognition that a failure once or twice is fine, but 6 or 7 times is a chronic problem and should be escalated in priority would be great.  And please don't placate me by telling me you're 'very sorry for my inconvenience' and that you will 'get it resolved for me'.  I don't buy it at this point.  Verizon has lost all of my trust.  If there were a better alternative, I'd switch in a heart beat.

    So how do I get my issue escalated like everyone else?  Can any moderators hook me up? Or am I just out of luck?  
    Feel free to give me kudos so a moderator might notice this.  Thanks.

  • My experience in Toshibas product and customer services

    Just a warning to people who may be considering purchasing a Qosmio based on my own experiences and the research I have done in the last week.
    Toshibas customer service is simply not what it once was and there are 100s of reports of Qosmios of all generations suffering extreme issues just outside of warranty periods.
    Ref: Toshiba Qosmio X500-149, Support call reference ********
    I am writing to express my frustration, anger and disappointment in Toshibas product and customer services.
    I am a Freelance Community Manager, Video Game and hardware reviewer in the video games industry presently looking after 2 communities for 2 employers totalling over 2.5m users, I travel to a lot of trade shows, expos and community meet and greets where I require a laptop suitable of showing the employers products which are usually AAA video games or editing video on the fly for publication to social networking sites.
    In January of 2011 my 4 year old Alienware hit that point where it really needed replaced, I opted for a Toshiba Qosmio over the Asus G73 as there was a 300 price difference for near identical spec.
    I managed to source a X500-149 at PCWorld the companies flagship model here in the UK paying 1499 for it on January 26th 2011 reduced from 1799.
    For the 1st 13 month this laptop performed admirably aside a design issue of the fan guards that I raised on the 16th May 2011 with PCWorld where the heat expelled causes the rear guard plastics to become exceptionally brittle and crack. I evangelised the product to anyone who asked me what laptop and model it was that was running these AAA games in such great detail, something I certainly won't be doing in future.
    In early March 2012 it then began randomly locking up requiring a hard reboot this would then suffer issues restarting, reporting Operating system could not be found this would usually point to a fault on the primary HD, disk checking software however reported no errors but this continued to happen which would lead me to suspect the motherboard.
    Within a month of this problem starting the left laptop fan began making a horrible screeching noise and had a distinct wobble whenever high RPM's were required and the machine began to often go into thermal shut-down whilst performing my work duties and utilising graphics and higher than idle CPU.
    I decided on the 23rd April 2012 that enough was enough and I was going to speak to Toshiba as for this to happen to a flagship laptop that was only just out of warranty was simply unacceptable.
    23rd April called to report the issue and was basically told tough luck its out of warranty at this point I also updated my tel numbers with Toshiba as the info was outdated, after expressing my anger at this Toshiba agreed to offer me a extended warranty at a cost of 166.
    I was fuming to say the least Toshibas flagship laptop breaks at 14 month old and I am expected to stump up more money. If I was not desperate as the machine is critical to my work I would have returned the machine to PCWorld under the sales of goods act and it not being fit for purpose.
    As that course of action would likely lead to legal proceedings, engineer reports and even more delay than just dealing with Toshiba for a repair, against my better judgement I called back at 11am on 24th April paid the 166 and took Toshiba up on the warranty extension, order number ********** again having to provide correct tel numbers as where once again incorrect, immediately after I reported the faults.
    Toshiba Support centre on fault reporting where great noting each issue in detail and raised a collection with UPS for the following day.
    The evening of the 24th April whilst I was retrieving data from the laptop in preparation for factory resetting it the machine went into thermal shut-down with a very distinct smell of burning chemical/plastic coming from the rear vents.
    It took me over 90 minutes to get the machine cool enough to actually reboot and get my data after this I shut it back down and boxed it up not be used again.
    I thought the best course of action would be to report this as it was a fair step up from the previous overheating. Wednesday 25th April at around 9am I called Toshiba to report this and was advised this would have to be dealt with by a head office case manager, as the item had become hazardous thus the collection that would take the laptop to the service centre was cancelled.
    At this stage the advisor took my contact numbers again and escalated the case to head office advising at that time that I would be called by HO within 24 hrs.
    Thursday 26th April 15:31 Well past the 24 hr mark and no sign of a call so I called support again and spoke to a advisor called Jacob. Jacob advise that HO had indeed tried calling on 01670 ******* this number was my old number, this number was the number I had advised twice already was incorrect and had provided both a correct land-line and mobile number 3 times previously. To say I was annoyed was a understatement.
    Jacob attempted to contact Chloe Sontag who was looking after my case but the line just rang out so Jacob advised that he had sent an email asking for Chloe to contact myself.
    Friday came and still no contact by 15:00 so I called support who once again tried to patch me to Chloe who's number once again just rang out and again an email was sent asking to call me.
    No call by 17:30 so I called tech support again and spoke to Ian asking for head offices number so I could call them direct, Ian provided the number yet advised that HO are now closed.
    After expressing my frustration with this whole process and just how critical this machine is to my daily working life Ian promised to look into the case on Monday AM and try and expedite actually getting a phone call to at least start the process of having this laptop repaired.
    To say I'm annoyed is really a understatement not only has this failure to receive a simple phone call at least delayed the repair by almost a week but it is costing me more and money daily when I spent a large amount on what I imagined would be a great laptop for 3-4 years and believed Toshiba actually had good customer service in the event something did happen.
    My best guess is that Chloe is on holiday or is part time or such like as her phone just rings out and if that is the case then I would question why assign a case to her, if she isn't then I would want to know why after 2 additional mails advising that the customer is not happy and to contact them has there been no contact or are your case workers just so overworked with faulty products that they can't manage the workload ??
    So far Toshibas inability to produce a product that last as long as you expect it would has cost me 2 days off work that I am having to make up this weekend thus cancelling prior commitments, 166 extended warranty 600 for a HP laptop that I had to go and purchase yesterday 27th April 2012 to actually perform my work on and who knows how much in phone calls by the time this matter will finally be resolved.
    I was happy with Toshiba as a manufacturer and of course laptops can have issues however having now researched these issues far to many Qosmio X500 users report severe overheating just after the 12 month period or within it and many state that repair after repair has taken place but still to no avail, this on top of the cracking of the rear heat-sink guards has to be a design fault.
    This letter will not arrive with you before I have hopefully had a phone call and my laptop has at least been collected for repair, If I have not had that phone call then I would expect another letter very shortly.
    Why have I wrote this letter ? To express my disappointment with just how poor the durability of your flagship laptop is and also at just how poor your customer service are, 1500 is a lot of money in the PC purchasing scheme of things and to expect this quality of hardware and customer service is simply unacceptable.
    I expect the repair to be expedited and if like some of the horror storys I have read online parts required will take 4 weeks + then I would expect a replacement laptop, not everyone uses these things for entertainment and whilst the HP I had to rush out and buy with money I didn't really have available can allow me to perform my core duties to the minimum it cannot allow me to perform my duties to my standards, my employers standards or my expectant communities standards.
    This has been a really unfortunate series of events as I had been considering the X870 Ivy Bridge based on the Nvidia 670m Qosmio which would release soon and passing this X500 onto my partner but after these events and the fact that the HP laptop had to come out of the money saved for it then I can categorically state that will not be the case and I will instead opt for the Asus G55 or G75.
    If this issue cannot be resolved to a satisfactory manner then I will have no option but to seek an independent engineers report as well as printing the myriad of similar reports of these issues on the internet and return the item to PCWorld.
    In line with the sale of goods act 1979 a large electrical item has to be of satisfactory quality and fit for purpose for a period of 6 years whilst I wouldn't expect the full 6 years from a laptop I would expect at least 3-4 year especially considering that this is a near 2000 flagship model not a 200 budget model.
    This is a action I really do not want to take as it will likely end in small claims court against PCWorld a company that on this occasion has done nothing wrong, I do not believe in punishing those who are not at fault so its a action I really wouldn't be happy with and I'm sure PCWorld one of if not the largest vendor of Toshiba products when you incorporate the rest of the DSG group wouldn't be too pleased with it either.
    Frustratingly

    So I received my laptop back today after having fans replaced and a good clean as well as the top cover replaced.
    Opened the box and took the laptop out 1st thing I noticed was a screw rattling around inside, SIGH!!!!
    Plugged the laptop in and attempted to boot it at this point it just cycle through finalisation of windows install and shutdown.
    How could a laptop have been tested if it didn't even have windows installed ?
    An hour later and I gave up unplugged it and lo and behold it actually booted when on battery only.
    I then noticed that the SSD was full, oh wait no it wasn't the head office engineer in his infinite wisdom decided that partitioning a 64GB SSD to 2 drives barely even leaving enough for Windows on the C: and wait for it putting the HDD recovery on the second partition was a good course of action.
    So a completely borked install and a screw floating around inside remind me how this particular engineer has a job ??
    I spent the next 15 minutes just moving data around and creating and deleting partiitions to fix this mess up.
    Grabbed HWMonitor to check temps and at an idle 50c on CPU and 36c on GPU they didn't look too bad,
    Installed the Toshiba recommended Nvidia driver a driver I hasten to add that was released in 2010 as Toshiba have not updated the drivers for their flagship series laptop since then, They are happy to take your 1643 that the unit cost but then don't expect support for it.
    Anyway that aside I then installed 1 of the games I work on and began to run the machine through our benchmark software wooooosh the temps shot up to 90c+ on both CPU and GPU and remained at this temp for the duration of the benchmark never quite triggering thermal shutdown, I then loaded into a warzone for further testing and sure enough half way through it the machine shut down due to thermal shutdown.
    I then uninstalled the toshiba driver and tried a NVidia one sure enough as others have advised actual Nvidia drivers seem worse and thermal shutdown came so much earlier.
    I have been to PCWorld today to begin proceedings of returning outside of warranty due to not being fit for purpose or of suitable quality. This is costing me a further 60 and at least 2 weeks more without a proper machine and will likely result in me getting about 1300 back from PCWorld.
    So lets do the math on just what this will have cost me by the time its finished.
    1634 Original purchase
    166 Extended Warranty
    600 Backup Laptop whilst this was away for a month
    60 outside of warranty assessment
    50 phone calls
    I will probably receive 1300 back but then 1300 doenst buy me the spec I need for work so I will have to pull out another 300-400 for the required spec so lets add that to the original figures.
    A Toshiba Qosmio, Toshibas flagship laptop will have cost me in total 2910 almost double its actual retail price.
    I will NEVER buy a Toshiba product again and it will become my lifes mission to let everyone know just how terrible they are.

  • Horrible Customer Service/Complaint

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

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

  • Disgust and Exasperation with BT "Customer Service...

    I am posting this here as really a final attempt to see if anything helpful will actually be done by BT, but I think also as more of a warning to others, as I truly have ben a “victim” of their so called customer service.
    To make clear, I don’t really use my landline, the only reason that I even have a landline is for my broadband which I get from another supplier, as I need this for work, it is rather essential, so when there is a problem with the line it causes me great stress as it threatens my ability to work and make money and pay bills etc. Generally the only time I use the phone is if I have to call a free phone number or a number which is chargeable from a mobile.
    Over a year ago now, back in July 2011, I had just finished dealing with someone from BT’s head office as I had been forced to go there due to surprise surprise BT not adequately dealing with a complaint, that time due to charges on my bill for calls I hadn’t made. The man I was speaking to, fixed all the problem, re-set up my quarterly direct debits and said if there were ever any issues again to come straight back to him.
    Cut to the end of August this year. I happened to pick up the phone to try and call a free phone number when I discovered that the phone could not make outgoing calls. At this point I have had NO communication with BT of ANY kind, calls, emails, texts or letters. Since dealing with their head office the previous year. When I eventually get through to someone, Im informed that the line has been restricted due to non payment of the bill. I asked if there has been a problem with the most recent payment or has a payment bounced and I am informed that in fact BT haven’t taken a payment in a year!!!!! I ask how this is possible, and also how has no one from BT got in contact with me about it, I mean they are supposed to be a Communications company, yet they seem to be severely lacking in communication, as the only reason I knew there was a problem was that I happened to pick up my phone. After speaking to around 3 different people in one of BT’s non English as a first language speaking call centres, various promises of a  callback which funnily enough never happened, and god knows how much cost on my mobile phone bill, I finally managed to speak to a manager to try and figure out what had happened and how we could get this fixed.
    I was told by the Manager that they honestly had no idea how firstly they weren’t taking direct debit payments, and secondly how this could have been allowed to run for a year without BT really contacting me about it or even taking any action like restricting the line after the first time they didn’t take a direct debit. I was informed that the balance of the account was over £400. I made the point and the manager agreed that asking a customer to make that kind of payment in one go with no warning, particularly in these circumstances was unacceptable and a solution had to be reached. I said I was happy to pay it off in installments or work something out that way, and the manager also said they would need to check as perhaps some of the bill may have even been supposed to be covered as compensation for part of the previous complaint and due to an oversight may have caused the rest of the year to go untouched, as otherwise she wasn’t really sure how this could have occurred. The Manger then told me that she was going to go away and thoroughly investigate this and speak to the person who had originally set up my direct debit to see if there was any issue there. She told me that she would be looking into this and would then come back to me with the answers to how this happened and also a solution to paying it off. Also while she was looking into this she would restore my line fully, as this was obviously a larger problem at BT’s end. This seemed to be a fair agreement and I told her I looked forward to hearing back from them when they had it sorted out and we could get this cleared up. How foolish I was.
    Cut to the end of last month, I had family members in New York and New Jersey on holiday at the time of the hurricane hitting there. One night I picked up the phone to try and get in touch with them to make sure they were okay and I discovered that once again my line had been restricted for outgoing calls. To be clear here, the last time I had any contact with BT was when speaking to the manager at the end of August as described above. As you can imagine, having my line suddenly restricted and considering the circumstances I was particularly angry. I called in the next day, and despite asking what was going on and what had happened to the investigation into my account, instead all I got was a wall of “The account has been restricted due to non payment”. I would respond, yes I get that, but BT were supposed to be resolving the matter and coming back to me with a way to pay off the balance. Again the only response I would be given was “The account has been restricted due to non payment”. No other information, just that statement. I asked to speak to a  manager and was promised a callback from one. It never materialized. I called back in gain, asking for someone to call me about this as I wanted to get it resolved, was promised one but again never received one.
    Then last Monday, the  12th of November, I finally called in AGAIN at my expense, and spoke to someone who actually seemed to understand the term “Customer Service”. She took the time to look at the notes, saw that I was supposed to have been called about this but that no one had, and that in fact no one had even bothered to look into my account or even do anything with it. In fact I believe I was told that no one had even accessed my account since the last time I spoke with BT, back in August. I asked her if it should really be this hard for me to set up some sort of payment plan, I mean Im asking a company to let me give them money but they don’t seem to be interested. She apologized and said that she was going to personally pass this to her manager, that she would fully investigate the matter, sort it out and come back to me with the solution so we could resolve the matter and put it to bed. She gave me her word that her manager would be calling me within 48 hours. And guess what? That’s right, I never received any call whatsoever.
    So Wednesday this week, 2 days ago, I call back into BT, to ask why this manager hasn’t called me back as promised and what exactly is going on. At this point I get more of the stonewall “The account has been restricted due to non payment”. However also at this point get told that my line is going to be terminated fully this coming Saturday. Again I will point out that no one from BT had communicated this to me in any way, no warning, no letter, text, email or call, from this global telecommunications company. However I am then informed that someone had called and spoke to me the previous Saturday, had given me this information and I had “agreed” with it. I informed the agent that this hadn’t happened, no one from BT had spoke to me on Saturday, and certainly not at the time of 11:30am as it was noted on my account, as I had been out the previous night and had only got in at 8am Saturday morning and went straight to sleep. This didn’t seem to bother them or they just didn’t care as now all that I could get from anyone was “The account has been restricted due to non payment and we are cancelling it on Saturday”. No offer of sorting out to get it paid, no explanation as to what had gone on or why no one had done anything, just  a set response that felt like I was talking to a computer with only one programmed response. I was also informed that my account had now been ring-fenced by a particular department and only they would deal with it and they had no interest in my complaints or issues, they only cared about the bill in full and if not paid then it would be cut of Friday. I pointed out that I had not been given any notification of their action of any kind. The response verbatim I was given was,
     “We don’t have to inform you if we are going to restrict or cancel your account, we can just do it”
    Also they didn’t seem to care about the fact that someone in their company had blatantly lied and put information on my account saying they had spoke to me about this to inform me of it and I had agreed with it!!!!!! So fraudulent activity by BT and they don’t even seem to care. I asked for the details of the person who had left this note as I wished to complain, but was simply brushed a way with
    “Oh we wont give that to you, we will just take care of it internally, you don’t need to worry about it”
    I don’t need to worry about false information being put on my account???? I think BT doesn’t really have an understanding of what concerns the average customer, as someone falsifying information on their account is kind of a HUGE deal. At this point I had tried several times by phone and email to contact the person who had dealt with my account last year and had set up the supposed direct debit but surprise surprise, they never responded to one of my attempts, not even a polite message to say they had received it or that someone else might be dealing with it, nothing, not a peep.
    At the end of the day with my head ready to explode I finally managed to get a number for a manager in BT’s head office. I called their office line and got to speak to them. I explained the above and they were very sympathetic and apologized, and agreed that the way it had been handled was wrong, and asking someone to pay £400+ without any notification and also when they had previously told me they would be sorting out a payment plan was unacceptable. He then told me he would be passing my information to an executive level complaints operative and that they would call me back the very next day to discuss the problem and get it resolved. Again I pointed out that I didn’t think it would be this much hassle for a person who is trying to set up payments to get it sorted. I then left this call, feeling a lot better as it seemed I was finally going to get this sorted.
    However, the next day not only did I not receive a call, but instead I got an email from the person who the matter had been passed to, which simply said, ‘We haven’t had a payment in a year, the direct debits haven’t been taken, we have now sent you duplicate bills so you have a copy of them and you have been informed that the account will cease on Saturday (conveniently leaving out the fact that I was only informed of this the day previously). That was it. I called and left 2 voicemails and responded by email saying that could she please call me as her email has not in any way dealt with any of my issues or even tried to resolve this, and being as one of my biggest issues was that for 3 months I have been constantly calling BT and not one person has been bothered to call me, and the response to my speaking tp a manager at BT’s head office was for her to send me an email that as far as she was concerned I might not even get due to current restrictions on the line. I never received any call from her that day.
    That evening I managed to get back in touch with the person from the head office I had spoken to the previous day. I expressed my exasperation that with a major issue where one of the main problems is BT’s seeming inability to call me back when promised, the person who as supposed to be looking into this hadn’t even bothered to call me to find out the issues and what the complaint details were!!!!! I was again promised that he would get her to call me first thing Friday. She did, I spoke with her about an hour ago, and from the fact that I have felt compelled to write this should tell you exactly how helpful she was.
    When I answered the phone, the first thing she said to me was, “The only reason for this call is merely a courtesy, it doesn’t matter what you say or what has happened it will not effect the decision to terminate your line tomorrow” If that doesn’t just sum up the entire BT experience for the average customer Im not sure what could. Not only that but she claimed that BT had tried to contact me numerous times in regards to this yet mysteriously could not provide me with a single precise date of any of these supposed communications. I was called a “liar” as she said that I must have noticed that the quarterly direct debits hadn’t come out. This is despite the fact that the entire point of a direct debit is that you don’t have to check it, it just pays it, its how I pay my rent, gas, electricity, broadband, mobile phone and I assumed my phone line. Also if there has ever been an issue, the company involved is usually very quick and good about getting in touch, as its money you owe them/ Not BT though it seems. I said that all I’ve been wanting to do for the last 3 months is get something set up to pay this off. However I’m told that they wont do that that they NEVER allow payment plans (a blatant lie)and that even though I’ve only had 2 days notice and even then nothing in writing, they don’t have to inform me anyway, they can just do what they want.
    I tried to point out the effect this would have, I even made it clear that I was perfectly happy that while I was making payments to clear the debt that they could keep the line restricted, but at least still active as otherwise I cant work, I cant make money, I cant pay my rent, I lose my flat, I cant afford to buy food and in essence it royally messes up my life. The response was that they didn’t care and unless the full amount is paid then tough.
    However the most disgusting, Blatant and downright underhanded moment (and bear in mind at this point Ive been openly called a liar) came, when I brought up the fact that there is false information on my account, that someone had lied and put fraudulent information on my account. Her response, and I still have trouble accepting this was
    “Well I don’t think one of our agents would do that, so Im not even going to look into it”.
    Despite the fact that she could confirm that there was no call in under 5 minutes she refused to check it. I asked her to go get the call recording as there wouldn’t be one, and if she wasn’t going to help with my account at least please fix this, someone in BT has put false info on my account and you can check this yourself, it will take you no time, just confirm it. She however again refused to even look into it as she didn’t “THINK” that someone would do that. She also refused to go and listen to or check the calls I had back in August with the manager who had promised to sort out a payment plan and investigate, she refused to check or listen to the call from last Monday where an agent had confirmed that the previous manager was supposed to have done this but hadn’t done anything with it. She refused to do anything in any way that might mean she would have to change the position she had come on the phone to me with and had made clear she didn’t want to change. So in essence this person who is supposed to be trained in customer service and conplaint resolution, didn’t even bother her backside to speak to the customer making a complaint to find out the issues, just decided to check a  few notes, not pay any real attention and sho a complete lack of respect to me. I mean she openly accused me of being a liar on the call and in the same breath refused to go and check if one of BT’s agents had lied themselves about calling me and me “agreeing” to all this. Funny, I was sure one of BT’s slogans was “Its good to talk”
    So here I am, Im told my account will be terminated tomorrow and it seems that no one at BT cares, or even wants to solve the problem. Also they don’t care that this is going to have a massive effect on me and my life, without my internet access I cant work, and if I cant do that then I lose my livelihood, my home, the food on my plate and everything I have. Oh and look, just in time for Christmas. I have been asking for 3 months to get this paid off in a sensible way and for 3 months I have been assured they would take care of it, then fobbed off nad forgotten about. And now BT have made it abundantly clear that they really have no interest or concern for their customers in any way.
    I write this in the vain hope that someone might be able to help me here, however being as there is less than 12 hours till Saturday I doubt it.  I think to be honest its more so that other people are aware of just how shockingly bad BT’s service really is, and that watch yourselves and not only will they lie, abuse, insult and cause you great trauma, but that they will also refuse to accept any responsibility for their words, their action, their promises, and especially their mistakes and faults, as as far as they are concerned they don’t make any, and wont even look into seeing if they have. Truly a company that doesn’t care

    Its quarterly billing, and on direct debit, so the whole point there is it takes care of itself. 
    It aso didnt hurt that as I said, I had no communication from BT in that year, no calls, emails, texts, letters nothing. They sent me no letter to say that there had been a missed payment, they took no action due to this, still something at this point that no one has been able to explain how that happened. Also the direct debit was set up by someon from their executive level complaints deaprtment, so you would think it would work ok. But apparantly 3 months later they didnt take a payment, and kept not taking payments or getting in touch with me about it, they just did notning. Then after a year, again without any warning or notification restricted my line, which as it turnds out was an automatic process, no one had any clue about what had been going on. Hence why the first manager I spoke to about it said she was going to have to investigate how this happened and obviously work out a repaymnt package. Though as par for the course from that point on I never received a callback from BT at any point, I called them often enough, but they never could be bothered it seemed to get back in touch.
    Also my bills arent exaclty large, as I say the only reason I even have a landline is for my internet access for work so its not as if its a huge amount and its every 3 months so not something really on your radar. Again thats the point of DD and what you assume is a professional and capapble company. 

  • Good Customer Service, for once!

    Hello, I just wanted put in a compliment.  I was VERY impressed with the service we received from Layton at the Verizon Store on McCarran in Reno, Nevada.  We had been to three different stores to solve our problem with a faulty 3G wireless device, and had received no answer or useful help.  Just blew us off.  I was about ready to switch to AT&T.  This guy changed all of that, beyond excellent customer service.  There should be more guys like him around.  Thanks!  On the other hand I couldnt find anywhere to easily leave this comment, and the chat box didn't work.

    I use the iskin solo case for the iphone 4. They have released their cases last week thursday I believe, but I got mine in the mail yesterday and so far I like it. I know people have different taste and likings on any cases, but I personally like the iskin cases. Been using them since the iphone 3G S and it protected me well. few times I dropped my iphone 3G s with the iskin case on and it did it's job really well.
    I also had the iskin case for my 3G as well and just for the fun of it I did a drop test from where my ear is and I dropped it to the hard wood floor, and it landed dead flat on the ground with screen facing down. I was surprised that it survived that drop because it did made a huge crack noice, and of cource no screen cracks on it, but I sold the 3G now.
    But I would never do the same drop test with my iphone 4, knowing that both side is made of glass and don't want to take the risk.

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