I was hung up on by a customer service representative and am sitting here with no one to help me

I was hung up on by a customer service representative after waiting 43 minutes. I am sitting here with no one to help me. There is not even an email to contact anyone with my comolaint

I was hung up on two times in a row today, a few seconds after I told them I had a problem with my purchase history. They charged me 18 bucks when they should have charged me 2 bucks. I had an 18 buck purchase half a year ago, but a couple days ago I only bought 2 songs. I was hung up on 2 times in a row, back to back, right after I mentioned what had happened. I don't think it was a dropped call! It's really starting to **** me off. I am about to remove all my ccard info and get rid of everything apple on my computer.
They are so big that they can stomp on the little guy like me and I can't do anything about it. If they are going to charge my card for whatever price they want, then screw them!

Similar Messages

  • Terrible Customer Service Experiences and

    Things added to my order I knew nothing about.
    I spoke with someone last night., after being on hold for over 20 minutes. We decided to upgraded my modem.
    Today I see there is an appointment scheduled later this week for VOICE.
    I have not idea what this is,
    I was chatting with someone who  was useless, (tech) given to someone in  billing who disconnected me,  This is after an hour.
    I have tried to call but have no idea how to navigate the prompts. But did get thru to someone who had no clue.
    I chatted again with someone who then called me and transferred me to someone in billing (I guess they also extended my contract)    I could barely here him and I gave him the answers, but he said I was wrong.
    Well, little mr verizon, I have tried to cancel the appointment and you can blame Alex in FL for one for not doing his job.
    Solved!
    Go to Solution.

    tkr wrote:
    For the last 3 months, my DSL service has been intermittent or not working at all. I've reached out to Verizon customer service over and over and just recently received help. My issue was the DSL upload/download speed, it appears that my account had been tested and set to minimal speed instead of the 3GB I've been paying for, for years.  I'm dissappointed that Verizon didn't think it necessary to send a better modem and a technician until after 3 months of issues, while still accepting and expecting payment in full. I depend on my DSL service for work and my children depend on it for college. I'm a long time customer. I don't understand what Verizon is doing but this is not the way to treat loyal clients. My services have become indequate, wireless and DSL.  I'm very dissappointed.  And by the way, I'm also a Verizon Business client, so I expected better support and loyalty.
    Step one: Visit http://www.giganews.com/line_info.html and post up the Traceroute the page shows, if you wish. Be aware that your non-bogan public IP Address will show up.  It might shown up as the final hop (bottom-most line of the trace)  might contain a hop with your IP address in it. Either remove that line or show only the first two octets. What I'm looking for is a line that mentions "ERX" in it's name towards the end. If for some reason the trace does not complete (two lines full of Stars), keep the trace route intact.
    For example this what I saw when I was using Verizon
        news.giganews.com
        traceroute to 71.242.*.* (71.242.*.*), 30 hops max, 60 byte packets
        1 gw1-g-vlan201.dca.giganews.com (216.196.98.4) 13 ms 13 ms 13 ms
        2 ash-bb1-link.telia.net (213.248.70.241) 39 ms 7 ms 7 ms
        3 TenGigE0-2-0-0.GW1.IAD8.ALTER.NET (63.125.125.41) 4 ms 4 ms GigabitEthernet2-0-0.GW8.IAD8.ALTER.NET (63.65.76.189) 4 ms
        4 so-7-1-0-0.PHIL-CORE-RTR1.verizon-gni.net (130.81.20.137) 6 ms 6 ms 6 ms
        5 P3-0-0.PHIL-DSL-RTR11.verizon-gni.net (130.81.13.170) 6 ms 6 ms 6 ms
        6 static-71-242-*-*.phlapa.east.verizon.net (71.242.*.*) 32 ms 32 ms 33 ms
    Step two: Can you provide the Transceiver Statistics from your modem?
    #3 If you don't know how to get that info:
    a) What is the brand and model of your modem?
    b) If you have a RJ-45 WAN port router connected to it: What is the brand and model of the RJ-45 WAN port router?
    #4 If you have a RJ-45 WAN port router connected to the modem, even if you know how to get the Transceiver Statistics from the modem: What is the brand and model of the RJ-45 WAN port router?
    If you are the original poster (OP) and your issue is solved, please remember to click the "Solution?" button so that others can more easily find it. If anyone has been helpful to you, please show your appreciation by clicking the "Kudos" button.

  • Terrible Customer Service Experience and Misinformation

    Since early November I have been trying to get my FIOS TV, Internet, and home phone transferred from my apartment to my new home.  According the Verizon website all three services are available.   I was originally scheduled to have everything installed on December 5th (which 2 weeks after my move) because Verizon indicated that was the earliest they could put the service in do to my neighborhood being new.  I called to verify the date and installation for the 5th a few days ago and was told everything was confirmed for the 5th.  Two days ago I called to add some receivers to my order for my additional TVs in my new home.  The representative had trouble adding the addtional equipment to the order and said he would have to cancel that order and start a new order.  I told him that was fine as long as my installation date of December 5th would not change because I had taken time off of work that I could not take back and had to have them come out on the 5th.  I was assured that there would be no change in my installation date.  After trying to add the equipment to the new order the rep said that he would transfer me to someone who could finalize everything.  I was then transferred to another representative (who I had to explain my whole situation  to AGAIN).  She assured me that she could help me.  I again indicated that I needed the installation date to be on the 5th.  She added the equipment and proceeded to tell me that the date was pushed out until December 28th.  I objected strongly and insisted that my installation date not change.  After a heated exchange I demanded to speak to a superviser (which was refused).  The rep put me on hold for several minutes only to come back to say that her supervisor had said that she would expedite my installation to December 5th and would personally call me to confirm.  However, I was told that I had to complete the order for the 28th to get things in "the system" before they could change it to the 5th. I agreed only to hear back from the rep via phone (not the supervisor) later that evening indicating that they were still working on it.  Not satisfied with the non-answer, I have call back several times and spoken to multiple other reps who have all given me different versions service availability ("checking with the engineering department to see what's available in your area"), and being promised to expedite my installation date to the 5th.  I even got promised another personal phone call from a rep in Maryland the following day confirming that they could install my phone and internet on the 5th, but that I would have to wait until a later date for the TV  - to which I agreed.  Not receiving a call yesterday, I called again and was told by yet another rep that he would work on it and call me Saturday. 
    This is completely unacceptable!  Let me sum up the long paragraph above.  I ordered your bundled service for 2 years.  I have been a loyal Verizon customer for MANY years.  You promise me an installation date that fits my schedule only to completley screw me over on that date when I want to add addtional equipment to my service (of which will ultimately bring you more money).  All thanks to an inept, inadequate customer service system, and complete lack of understanding from your sales staff on what is available in the field.

    NotHappy410 wrote:
    Yes, it is.  Thank you for your help.  You can close this out.
    It was our pleasure to help out getting this taken care of. Anytime you need assistance please make a post so we can assist further.
    Anthony_VZ
    **If someones post has helped you, please acknowledge their assistance by clicking the red thumbs up button to give them Kudos. If you are the original poster and any response gave you your answer, please mark the post that had the answer as the solution**
    Notice: Content posted by Verizon employees is meant to be informational and does not supersede or change the Verizon Forums User Guidelines or Terms or Service, or your Customer Agreement Terms and Conditions or plan

  • The customer service representative got mad at me!

    I purchased the DSL internet on Friday and I wanted to set up a date for modem installation. I called the credit verification center and got transferred to the customer service. I told them what I wanted to do. I am generally a very nice person and I treat people nicely. This one guy answers the phone and immediately I can sense the rudeness in his voice. I didn't mind. I just wanted to set up a date for my installation. He told me to stay on the line. I did. But suddenly the phone got transferred again! To the credit verification center. Then I called the customer service again and the same gentleman answered my phone. Well, at first he didn't know it was me but after I tell him my information, he got frustrated with me and actually got mad at me! I was very surprised. Is this what verizon hires people to take care of their customers? I am actually going to cancel my purchase and I am going to go with a different company.

    Hi daniellim,
    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. The title of your post is the link. 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.

  • I just updated my Iphone 3G and now it won´t work anymore. It wouldn´t even boot. It was just working for 3 sek. after the installation and now it shut itself down. Any help, please?

    I just updated my Iphone 3G and now it won´t work anymore. It wouldn´t even boot. It was just working for 3 sek. after the installation and now it shut itself down. Any help, please? Thankyou

    I suspect you have a 2G iPod. Those can only go to iOS 4.2.1.
    Identifying iPod models
    iPod touch (3rd generation)
    iPod touch (3rd generation) features a 3.5-inch (diagonal) widescreen multi-touch display and 32 GB or 64 GB flash drive. You can browse the web with Safari and watch YouTube videos with Wi-Fi. You can also search, preview, and buy songs from the iTunes Wi-Fi Music Store on iPod touch.
    The iPod touch (3rd generation) can be distinguished from iPod touch (2nd generation) by looking at the back of the device. In the text below the engraving, look for the model number. iPod touch (2nd generation) is model A1288, and iPod touch (3rd generation) is model A1318.
    You also said: "It also will not let me download any music onto it." What happens when you try to sync music to the iPod?

  • How can i talk to a itunes customer service representative

    how can i talk to a customer service representative for itunes

    Yes, why would Apple Inc. want to oh, I don't know...spend some of their BILLIONS in profits in half-way decent customer service/tech support for its signature method of delivering content (which is what all of these gadgets do at the end of the day...deliver content).  You'd think they could set-up Live Chat to help with iTunes.  Nope, they rather spend the money on Live Chat to SELL you more of their wonky hardware.  Shame on Apple Inc.

  • Installed my Photoshop Elements 7 on my new laptop.  Says my serial number is invalid.  Chatted with customer service rep and she says the number should work. What now?

    Installed my Photoshop Elements 7 on my new laptop.  Says my serial number is invalid.  Chatted with customer service rep and she says the number should work. What now?

    Hi,
    Did the serial number come from a boxed set and previously installed from disc and are you now trying to install from a download?
    If so, that will not work - the serial numbers are different.
    If you don't have a dvd drive on your new system, perhaps you could get someone to copy your disc to a memory stick and install from that.
    Brian

  • I would like to talk to a customer service representative for Apple in Australia what is the phone number

    I would like to talk to a customer service representative for Apple in Australia what is the phone number

    emiilygracekickass wrote:
    A contact number.
    Yes, I understand.
    Click the link I supplied to find a contact number.
    Also, at the bottom right of every page on Apple's website, there is a Contact Us link.

  • How do I email customer service? I spent an hour on the phone with a customer service rep and my issue was not remedied.

    Need to email customer service management or supervisor to get an issue resolved. I don't see any email options only chat and call and I don't have time to do another hour phone call today.

    There is no email for customer support.  Your options are phone, chat, or social media.  Or perhaps going in to a corporate store in person?  Since you haven't given a clue as to what your unresolved issue is, it's hard to know what the best approach would be.

  • Customer service problem and disabled parents

    Hello I was wondering if anyone could offer any clarification or advice on this situation.
    My parents are both disabled, my dad having severe Parkinson and my mum having a variety of problems and mobility issues.
    A couple weeks ago they took a door to door sales man from talk talk up on his offer and signed up with them for his package. ( this wouldn't usually been done without me) Anyway they quit virgin as it was more expensive, but this meant that BT would have to run a line into the house to carry talk talk. So the other day a guy turns up so fit this but we find out that he is not BT as they have sub contracted the work. He completely messes up the work and an actually BT engineer tunrs up the following day who very annoyed and does his best to sort out the problem. After 3 hours he has to leave because of fading light and says that he will be back which is fair enough.
    My dad then discovers that talk talk are not carrying over the same number which causes a huge amount of problems for them as all the different agencies, police, nhs, home help etc have the number which they have had for the past 27 years! As such my dad has to pull out of the contract as talk talk will not budge and my mum cannot deal with the stress of a new number ( I know this may seem insignificant, but for them, particularly in their situation it causes massive issues)
    Anyway as the BT engineer had been really good they contact BT and discuss the situation who offer to sort it out and take out a contract without any additional costs or charges. They then take out the contract and say they they have to contact customer service to arrange connection.
    Well eventually they speak with someone who states that this cannot happen until 29th Nov which isn't great. My dad rings around again and spends an hour or so yesterday getting passed pillar to post trying to speak with someone to sort the situation. I then get a phone call around 2030 last night from a guy called nimhal wanting to speak with me as I have now been put as the point of contact to arrange to bring the date forward as he was aware my parents were disabled. At this point I wasn't aware of the full situation or that all of this had happened so couldn't provide the guy with any info or a order number so as such he couldn't deal with me and asked me to ring back this morning at 9am when they opened.
    So..... went away got all the required info to ring this morning, and I must say I am absolutely disgusted with the customer service. I must have spent almost 2 hours getting put on hold and being transferred, only to be hung up on when I politely asked to speak to a supervisor who apparently would tell me the same thing.  
    Yet again, I rang up (all of which on a mobile as no land line at my parents) explained the situation to a different guy who apologised and was keen to help. After around forty mins of discussion and being on hold he said that he had sent a message to the chap (nimhal) that I spoke to last night, that he was still dealing with it by bringing the date forward and that he would contact me directly. I thought fantastic!
    I then get a phone call from someone else completely who states that it has been brought forward to the 25th. I again explain the situation asking them to take into account and this isn't good enough from the safety aspect of my parents alone. The guy would not listen at all and states that the date has already been changed and cannot be done again.
    My parents are not even going to be in on that day as they are both at hospital!!!!! I asked if I could have a direct number for the British engineer Dept that deal with this or a manager, he refuses and says this does not happen. I then ask him if he could pass my details on for them then to contact me instead, again he says no.
    I have now realised that there is now in fact an actually working bt phone line on behalf of talk talk which has been cancelled. I am not sure why is still rings or works but it does.
    So these are my questions
    1 If there is now a bt phone line which was put in on thursday, why do they have to wait until the 25 to get it sorted?
    2 Can they keep there old number? (as there is a different number on this new line currently)
    I would like to say I have been patient and polite throughout, I am a police officer and fully appreciate that it is not nice to be abused! However I find this unacceptable and all the alarms and call 24etc go through the phone line on thier old number, both of which they have not got so desperately need it sorted.
    Sorry for the long message and the shoddy spelling but I would be eternally grateful for a bit of help on what to do to escalate this.
    Regards
    Dave

    Hi Dave,
    Welcome to the forum, and sorry to hear of all the problems you’ve had with your parents’ phone line.
    If you could send in your details we’ll look into this for you. Our “Contact us” link can be found by clicking on my username under “About me”, top-left of my profile page.
    Stephanie
    Stephanie
    BTCare Community Manager
    If you like a post, or want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side of the post. If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

  • Horrible Customer Service!  And a 33 month old BB problem continues to exist!

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

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

  • Apple customer service representative says: "FaceTime is not good. Don't use it."

    The other day my friend and I were trying to chat using FaceTime.  She keep getting connection error.  We were both on WiFi network.  Both of us have our Apple IDs set up on the phone.  In the past I successfully used FaceTime to chat with other friends, so the problem is likely at her side.  She called Apple's customer service number in her area (China), described the problem.  To her surprise, instead of being asked about the details, she was told "FaceTime is not good, don't try to use it."  If this is really Apple's official attitude towards FaceTIme, why would it release this product?  Or, is FaceTime suppose to be only among US users?

    I doubt if that is Apples official position, and it is a shame it was said to your friend.
    Your friend is in China, where are you? I ask because the longer the distance between network connections the more likely connection errors can occur.

  • LEAVING VERIZON - Lack of Customer Service Knowledge and Waste of my time

    My son who has his own Verizon account for a year, and was a sub my account from when he was  15, went in on his account and some how was linked to our account.  He was moving and requested a change in service, which changed ours, not his  and it is a mess.  Our service was disconnected, we were given a new phone number and our old number( for 17 years) has been disconnected, our bundle with Directv has been disconnected and I paid through Verizon and now Directv says I am past due!  I call about 6 times, now help just a run around.  I have wasted so much of my time and it has been an inconvience to me and our son son as he had to come out 2 times for a installer to connect his internet and wait for over 2 weeks to get it porcessed.  I am done and over Verizon.  Customer service you call, can't help and only redirect me to other depts.  

    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.

  • Customer Service Miscommunication and a large lack of communication and follow through

    I seem to be having a lot of difficulty with Verizon Wireless Customer Service the last few months and am becoming increasingly frustrated. Let me start by saying I have been with Verizon for years, my wife, kids, and in laws all have Verizon, and my Father and Step mother are soon making a decision to move their service over from AT&T.  I may tell them to think again about that.
    October to 2012 we bought my step daughter a basic phone.  She has had a number of problems with it.  It doesn't hold a charge, it restarts or shuts down randomly. They sent her a replacement, and that phone had the same issues.  So we decided we would upgrade to an iPhone for her back in March.  Customer service said her plan was grandfathered in for an early upgrade and she would be eligible in May.  Great, so we waited a couple of months and when we looked into upgrading, the sales rep said she is not eligible until October, no early upgrades are available.  We told him what the CSR said, he said thats not what his system said and he began walking away.  I asked him to please call customer service.  He did, and after 45 minutes on the phone between Customer service and him and then customer service and my wife, it was determined she could upgrade that day, but it would have to be through the phone.  I wish she did it on the phone there so all of this time wouldn't had been wasted, but we had things to do so she said we would call back when in the car.  The sales rep told us to ask about the free promotion Verizon is offering a free 32 GB iPhone 5C.
    We got in the car, called the Customer Service number, talked to a rep who said that line was not eligible until October.  We told him about the entire conversation we just had 5 minutes ago at the store, he just kept insisting we were not eligible.  I asked to speak with a supervisor, he then put us on hold for 45 minutes and then we got disconnected.
    We called back, spoke with another rep, told her about the upgrade, were told once again we were not eligible until October.  Once again we went through the entire conversation from the store, told her about being on the phone an hour and getting disconnected, she said she would look into everything, put us on hold for 15 minutes, came back and said we would be eligible June 30th....not today.  I asked about the Free 32GB 5C, she said that was for "select" customers and she could not offer that to us.  This was now disappointing on a few levels, between the last 2 hours of getting nowhere and now we are not eligible for something others can get, this left a bad taste in my mouth.  She put us on hold for a supervisor.  After going back and forth on being told by multiple reps we could upgrade in May and now being told we can't and not being given any reasons as to why this changes from one person to another, the Supervisor said she would make us eligible to upgrade early that day, but that because it was before 6/30 we could not get the 5C promotion.  We asked if we would be eligible for the promotion if we waited until June 30, she said yes, but we could not get it before then.  We confirmed this 3 times and asked her to put a note in the system so we would not have to go through this again.  She confirmed with me 3 times, we could upgrade that day and pay the discounted price for the 5C, but if we waited until 6/30 we would be eligible for the 32GB 5C at no charge.  This was what we were looking for and were willing to wait.
    The other day I called to confirm that when we walk into the store next Monday-6/30 the notes were in the system, and we would not have any problem getting the promotion.  The rep said we would not be eligible to upgrade for any discounts until October....<sigh>  Went through previous conversations once again, asked for her to please look through the notes, she saw the supervisors note showing we could upgrade at the discount but no mention of the 5C promotion and said Marketing had not "Flagged" us for that promo and we could not get it.  I asked once again to speak to a supervisor, she looked through the account and repeated the same thing about not being flagged but she would send an email to the supervisor that added the notes and find out what was going on.  I asked to be CC'ed so I can have this all in writing, she said yes, and to expect to hear back from someone by the end of the next business day.
    It is  now 4 days later, I have not heard from anybody, I figured today I would look at MY plan and see if I could at least use one of the lines on my account and see if I was eligible for the promotion.  Mind you, last year when I upgraded to the 5S, I was talked into adding my Verizon iPad to it, and instead of going month to month on it, add it to a shared plan, and I would be able to use the line on my iPad to upgrade to a newer phone, he even showed me how to do it myself.  So now when I was looking to do what I was promised I could do, I am not able to do it, it only showed I can upgrade to another tablet only.  I did the online chat and the rep told me that policies can change from day to day without notice.  This does not sit well with me at all.  I get sold to do something based on what the rules are one day, and tomorrow the rules change, this to me is equivalent to Bait & Switch and I now have to question the ethics here.  This also tells me Verizon at this point takes retained customers for granted where my past experience was so much better than it is now.
    Due to the complete lack of communication and simply keeping notes of previous conversations in their system so you don't have to keep explaining yourself over and over and being told different things by every rep I speak to down the line, I am not just back at square one with my step daughters phone, but a step back on what I signed up for on my plan.
    AT&T has a program now that pays the Early Termination Fee and gives full discounts and Promos for new customers.  I may be forced to look into this as it will cost me much less down the line in time and money, and I can use talk and data at the same time.
    All I ask from Verizon is to listen, communicate, follow up and follow through.

    Feel free to sink this, I rang and sorted it.

  • Poor Customer Service, Phones, and Edge

    Hello.
     I just wanted to make another official complaint about Verizon Wireless customer service.  
    I have been using a phone that i received from Verizon as a warranty replacement that was suppose to be "Like New".  This was the last of many phones that i was given that where "Like New" but broken when i received it.  And even this one was suffering from problems, like a poor quality camera that tints everything rose in color, and a faulty proximity sensor.  I ended up keeping this one b/c i was so frustrated with setting up each phone after i received it, then having to return it again.  I figure i could bit my tongue and wait a few more months to upgrade completely to a new phone.
    Normally after a year with a phone, I would pay the annual upgrade fee and get a brand new phone that would last me about a year before it broke and I could use the annual upgrade to a new one.  This system worked out PERFECT for me, but Verizon policy makers decided to get rid of that awesome option.   Then they took away the early upgrade that allowed me to get a new phone a few months before my contract expired.  Without any warning.  I understand it was a courtesy and they didn't have to tell customers.  But it was still something i was looking forward to since my phone and all the replacements from Verizon where broken.  And I feel that they could have honored that option until I signed a new contract.
    So after all my normal options to upgrade my broken phone (other then buying a full price phone) had been removed by Verizon, I received an email that i could upgrade to the Edge plan and get a new phone early.
    Great!  but my previous research into edge looked like a terrible financial deal for customers.  The idea of paying the full price of a phone over a 2 year period while receiving no discount to the service plan (that includes a premium to subsidize a phone over 2 years) is like paying for a phone twice!  What kind of deal/plan is that?  Again, the policy makers are making things worse for their customers.
    I did notice later, after initially ignoring the Edge offer, that Verizon was now giving a discount on the service plan to Edge users.  Even tho i don't think a 10$ discount completely makes up the premium Verizon added into the plan for the subsidized phone it was enough for me to consider making the change.  As this is the only way for me to receive a new phone every year at about the point the life of the phone has reached its limits.So today I walked into an Verizon Wireless store to take advantage of the offer to upgrade to Verizon Edge.  After waiting 20 minutes to be helped I left almost immediately after talking to a Verizon employee. 
    He told me that i would have to turn in my current phone!   That is absurd. My contract ends in 2 weeks.  I have paid 2 years worth of subsidized payments.  I have paid for my phone.  I should not have to turn it in when beginning a new contract/plan.  And again, the policy makers at Verizon find a fun new way to not care about their longtime customers.
    Unfortunately there are still a few things I like at Verizon; like the quality of their cell service and network speed.  I'm sure i'll run into problems with another wireless provider, but I'm getting closer and closer to trying out a new company and hoping the evil I don't know is a little better then the evil i do know.
    There is no need to respond to this email especially with the typical 'Verizon scripted sympathy.'  I just felt the need to voice my opinion and hope that someone that can effect policy and cares for making their customers happy will see this and make an effort to turn things around at Verizon.
    Thank you for taking the time to read this and forwarding it up the chain of command.
    Adam
    P.S.  Where have the emails to Verizon Customer Service gone?  I would rather send this email directly to a Verizon, instead of hoping someone from Verizon sees this message...
    Private info removed as required by the Terms of Service.
    Message was edited by: Admin Moderator

        AdamPetrasek,
    I am sorry you feel this way about out customer service. We want to leave you a good taste in your mouth after every experience. The Edge is a great offer for those, such as myself, that like to keep up to date with the latest and greatest devices. I know the thought of turning in your previous device can be troublesome but it does provide you with the opportunity to take advantage of our great Edge program. I see you mentioned the $10 discount towards the plan if you participate in our Edge program. There is also an option to receive a $20 discount towards our More Everything plan if you have 10GB or higher. If you have any concerns or questions regarding the Edge program we would be happy to further assist you.
    LindseyT_VZW
    Follow us on Twitter @VZWSupport

Maybe you are looking for