Incredibly Rude Customer Service

I needed to contact customer service/tech support yesterday as my speed had been optimized incredibly low. This has happened several times in the past year and I start with the online chat help who then passes it on to a supervisor who calls a short time later. While having to do this once in a while to have it reset is a hassle, the person I deal with has always apologized, run the usual tests for line stability, then resets the ASSIA optimizer. 20 or 30 minutes usually and the problem is fixed and all is good until the next time the optimizer has a hiccup.
Yesterday was a very different experience. I did the online chat and it was passed on to the next person who then called as usual. I could not understand the name of the person I spoke to. The person I was speaking with started off right away making it sound like I was annoying him and every response I got was to the effect that he did not want to help.
I gave the explanation I've given a half dozen times since the optimization problem started, using the particular terms so that what I was explaining wasn't to be confused for another type of issue, and so that it could be helpful to him and fixing the issue without the usual long list of steps and questions. It isn't my job to be helpful to him, but I knew it would save a lot of time.
Ignoring everything I had said to him, he proceeded to say that while my speed was low at 1054 kbps, it was within the acceptable range and that my line couldn't get higher anyway. I explained the last four years it has been at 3360 and only recently were the optimization problems happening. This is when it went down hill because he basically accused me of lying, saying that the line wasn't able to reach that speed and that while slow speeds were inconvenient, it's within the guidelines of the package I pay $45 a month for (that new customers get at $29 with a high end of 15mb instead of 3 that I have on my bill).
At this point he began to repeat that it was within the range of speeds I had agreed to and that nothing was wrong with it. That put me in to a bit of repeating that it had happened many times in the last year and that the ASSIA optimizer just needed to be reset and we'd be done. He wouldn't acknowledge anything I was saying, even when I asked if the account information showed those previous dealings. He started to cut me off and talk over me, repeating again and again that it was within the range.
I have never had to raise my voice or yell at someone over the phone before, but in this incident, I had to just so that I could be heard over him because he was practically yelling at me repeating that same line about the speed. I finally got him to stop and I asked point blank, "You know what the issue is since it has happened before, you know how to fix it, and you're just not willing to?" He pretty shockingly said yes. So here is a customer service agent, telling a customer, that he has the ability to fix the problem, but won't, because he doesn't have to since the speed was within a specific range. Needless to say he went back to repeating himself again and I had to yell some more to get him to stop.
At this point the optimization could have been reset, done with, and we would have been off the phone instead of 15 minutes in and making me so upset by telling me that he won't fix it because he doesn't have to. I asked several more times to make it clear that he was indeed saying just that. Finally he put me on hold. About 10 minutes later, he came back on and told me to check the speed. Low and behold it was back to normal.
There were very few words after that from him, and what was said was in a very rude tone asking if I had any other problems. I wanted off the phone with the guy or I would have asked to speak to his supervisor right then. I was so upset and my friend who was over looked completely shocked because of how I had to yell at the man just to get him to listen to something I was saying to try and help him not be on the phone for forever.
His admitting that he could have fixed it, but wouldn't because it was "in the range" was ridiculous. Telling me I never had the speed I've had for years, was basically calling me a liar. Amazing how that's the speed that came up when he finally did what I had been saying the entire time that he was refusing to do.
Considering this has happened many times this past year, I'm now dreading the next time it happens. Even armed with margin and line attenuation numbers to prove that I should be receiving the highest speed I'm paying for (again, capped at 3mb when people paying way less get 15mb) and what certaintly must be an account history showing him what was done before, his attitude was completely unacceptable.
Acknowledging that he could fix it, then refusing to do so only on the basis that the speed I was getting was barely good enough. Even though it could be fixed. I just don't understand how he thought that was the way to handle the situation, then making it worse by talking so loudly over me that I was forced to yell. I've never yelled at someone on the phone, but it was the only option when he was blatantly trying to ignore what I had to say, which he ended up doing (to the desired effect) anyway.
While the options where I currently live aren't great, I'm looking for new service even if it costs more having to go with satellite because that was utterly ridiculous and I refuse to be treated like that by a company I've had service with at this house alone for almost 5 years, and many years prior at my previous residence.

Your issue has been escalated to a Verizon agent. 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. Please keep all correspondence regarding your issue in the private support portal.
If a forum member gives an answer you like, give them the Kudos they deserve. If a member gives you the answer to your question, mark the answer that solved your issue as the accepted solution.

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Rude customer service/phone disconnected the

Hello,
To whom it may concern. I got off work today at 2pm out to call AT&T to set up a payment arrangement as I do quite often. I have been a very satisfied customer up until today. I learn that my service was interrupted. I call and spoke to a representative, to ask if I can make a $100 payment today and pay the remaining on Friday (Payday!). This company has ALWAYS worked with me with arrangements in the past... ALWAYS! And I have NEVER missed a payment arrangement. I have a mother with CANCER that I help take care of with taking her to her Chemotherapy treatments etc. she is very weak with her illness, and needs to contact me with rides to appts. All I ask is for FOUR (4) more days and my acct will be up to date and paid in Full! The Rep was very RUDE and said yes you been an outstanding long time customer BUT no arrangements can be made after interruption. I can NOT have my phone out for any reasons whe working. As soon as I got off work I immediately went toy car to call AT&T for arrangements, only to find out I have NO SERVICE! You would think this company would understand. Instead of taking a partial payment and getting the rest in four days..... This company would rather a long time outstanding customer go without her phone to take care of her mother who has Chemotherapy treatments!?? I mean Really?? This is really SAD and I have NO MORE respect for a company that would rather turn off service for a past due balance of $250. I'm feelings are hurt! I feel very disrespect with talking to the customer service rep. At least show compassion..... Is it really worth losing a "Outstanding LONG TIME" customer that has a mother with CANCER!?? I assured the rep that the acct would be paid in four days! FOUR DAYS! I NO LONGER have
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Hey
I’m sorry to hear of your mother’s condition, truly. I’d also like to apologize for the experience you have had with our support representatives.
I can confirm that payment arrangements are an option which may not always be available, due to several factors such as payment history, account status etc. Once service has been interrupted for non-payment, an arrangement cannot be made as it must be set up prior to the due date. We would like to look into this to see what we can do to help. Can you please send me a private message by Clicking Here and include the following information?
Full name
Cell number
Alternate Contact Number
Best time to reach you
Thanks,
Charise

Rude Customer Services AGAIN!

Hi Everyone,
Not sure what everyone's expereince is with customer services but today another argument and poor service from BT to the point of not wanting to be a BT customer ANYMORE! This is not exceptable behaviour from anyone no matter BT customer services. Can i get someone from a UK based customer service team contact me ASAP please.
Thanks
Mark

Hi Rockyuk,
Welcome to the community forum and thanks for posting!
Sorry that you've had a poor experience. Send us over your details and we'll get you sorted from here. Click on my username and under the "about me" section of my profile you'll see the link to get in touch with us.
Cheers
Robbie
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry that we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Incredibly poor customer service, charged for unusable device

I am writing to publically complain about Verizons absolute lack of interest in providing customer service and for not honoring their part of our contract. I purchased a verizon jetpack over a year ago with absolute assurance that it would work in the rural area in which I live. It didn't work, it has never worked, there is no usage on the line and Verizon will not refund my money and will not cancel the contract. I am posting here, but will be posting this week on twitter, facebook, and better business bureau. I have tried to resolve the issue multiple times both in store and through phone customer service. Nothing but frustration.
Here is your best clue ever: avoid Verizon stores like the plague and go to your local Best Buy. Not only do they provide customer service, but they don't even charge restock fees if a piece of equipment doesn't work out. I have spent hundreds and hundreds of dollars on equipment I can't use, could never use.
I am being cheated and this company couldn't care less even though I've been a customer for over ten years.

@TLThompson,
We absolutely do care about all our customers and definitely want them to have the best service. I apologize that the Jetpack did not work in your area. You have 14 days from the date purchased to return the device and cancel the service. Once pass that time you are billed a cancellation fee if service is cancelled.
Did you reach out to us within the 14 days to cancel the service or advise that the device was not working properly? Was the device purchased at a VZW store or an authorized dealer?
JohnB_VZW
Follow us on Twitter @VZWSupport

The Worst Customer Service of My Life and Why I Will Never Shop at Best Buy Again

This afternoon I decided I wanted to buy a Playstation 4. I discovered, while browsing Best Buy's website, an offer to trade in a PS3 Slim and controllers for $100 +$10 per controller. I took in the console, three controllers, and two games valued at $12 and $5 respectively for a total of $147 in trade in value. I knew what I was supposed to be getting when I walked in the door.
So I enter store #1155 (Charlotte-Northlake) with the intention of trading in my PS3 and accessories, for a PS4 Destiny bundle. A very simple transaction, that could have easily been handled quickly (and was later handled quickly and painlessly by GameStop). I approach the desk and encounter this lethargic looking automaton named Ashlyn. Or something like that. I explain to her what I want to do, and how much I expect to get out of the trade in. She says "Well, you'll get whatever comes up on the thingy". So I set my console, 3 controllers, 3 cords (HDMI, power, controller), and two games on the counter next to the thingy (computer) and she proceeds to test to see if the console works. She incompetently moves the device and power cord over to the plug in station/screen to see if it works. After much confusion over which plug goes in what hole (I literally watched her try to plug the power cord into the HDMI slot), they stand around trying to turn on the controllers and connect them to the console. She finally discovers she needs the controller cord and asks me for it. I look on the counter to discover that it is no longer there. So I run out to the car to see if it's there, and it isn't. I come back in, and ask her if maybe she dropped it when she picked up the power cord, and she looks at someone else and says in her best impression of an incredibly rude person, "He only brought in two cords". I told her to look on the floor, and of course she found it. So they plug everything in, everything works, great. Now punch in whatever it is you punch in on the thingy and give me my PS4. Nope. Now she has to spend 20 minutes sighing and shaking her head at the computer while repeatedly asking me if my PS3 slim "is 500 GB" to which I respond, literally every time, yes. Eventually she gets help from a distracted eastern european co-worker who asks me "How much is it?" and I say "100" to which Ashlyn replies in another fantastic impression of a terrible customer service worker "He told me it was 500". I clarified that I meant $100 and 500 GB and they proceed to shake their heads and sigh at the screen as they fail to understand what I can only assume were heiroglyphics. So at this point Ashlyn has called me a liar twice, and has not once made eye contact with me, or attempted even the most basic customer service. She finally comes to the price of $117 dollars which I say "That's not right, did you get the controllers?" Naturally she did not. But also neither of them knew how to use the heiroglyphic thingy in front of them, so finally they said "Well, we can't do it in our system, so you'll have to take $117". I said no, took my stuff, and walked out. Ashlyn is a terrible customer service "specialist" and should be quickly fired.
Part 2:
So shaking and fuming I walk out the door to my car with my console and accessories in tow, and decide to call the other Best Buy near me at Concord Mills (Store #268). So I call, explain what I went through, and the girl on the other end of the line says "Oh, some people just don't know where to find the the right thing to do it" and said I could come down there and get it taken care of. So I head down to Concord Mills with hopes of finally making my simple transaction. I get there, tell the girl at the desk what happened, she more or less ignored me, and said she had to take it in the back and test it. Fine, do your thing. She comes back, and says "Where did you see the hundred dollar thing?" so I look it up, and WHILE I'm looking it up she says "I know what deal you're talking about, but I can only give you $40 dollars because this is in poor condition" once again in what I can only assume is corporate standard "Terrible Customer Service Rep Tone". I told her that a console is still in good condition if nothing is broken and it works perfectly, and that a few scratches don't mean "poor condition", this isn't a disc. She says "I'm not marking this as good condition, all I'll give you is $40." so I angrily picked up my stuff, and walked over to the GameStop in the nearby mall. Told him what happened, he took the console, checked that it worked, gave me $140 for everything, I paid the difference for a PS4 and they sent me on my way. 15 minutes. 2 hours of rude customer service reps at Best Buy sent me to GameStop, and I will honestly never set foot in Best Buy again.
So that's my story.
{Removed per Forum Guidelines}
Charlotte, NC Resident and Former Best Buy Customer

Hello puckettsd,
My younger brother got his hands on his own PlayStation 4 a few months ago, and ever since then, I don’t think he’s talked about anything else. In fact, whenever I go to my parents’ house for a visit, I can always hear him discussing game strategy with his friends through his headset. While I’m not much of a gamer myself, I certainly understand the PS4’s appeal, so I can see why you were excited to take advantage of our Sony PS3 Slim Trade-In offer and trade up to the new console. It’s disappointing to hear that your visit didn’t go as smoothly as planned though, and I’m sorry for any frustration this caused while you tried to figure this out on your own.
With any trade-in offer, we should always be assessing the item in question to determine its condition. This is done to make sure you are getting the best offer possible. An item may fall under in four categories - Good, Fair, Poor and Substantially Impaired/Not Working (see here for descriptions). As Ashlyn wanted to figure out which category your PS3 Slim fell under, she took the time to see if your console powered on and made sure your controllers worked properly. This doesn’t explain why she may have had difficulties adding on your controllers to the promotion though. If an associate isn’t sure about how to do something within our systems, they should be asking a member of leadership for guidance. I’m sorry if oversight caused you to leave the store unsatisfied.
Having said this, I appreciate it that you were willing to provide us a second chance and visited our Concord Mills store. I can understand your frustration though if this store didn’t feel that your console met the terms of the promotion and therefore didn’t meet minimum $100.00 offer. In the terms and conditions of the trade-in offer, we do state that the console must be in good condition to qualify. I truly apologize for this discrepancy. Regardless, I’m glad to hear that you were able to trade in your PS3 Slim for a new PS4 console, even if it wasn’t through us.
Experiences like the one you describe are never ones we like to hear, but thank you for taking the time out of your busy day to let us know about it. As a company, we realize there may be areas in need of improvement, and without feedback like yours, we wouldn’t be able to identify them properly to promote better service. Please know that I have documented your concerns as this a great opportunity for the store to learn from, and it is my hope that you give us a second chance in the near future.
Respectfully,
Alex|Social Media Specialist | Best Buy® Corporate
Private Message

Who do I contact to file a complaint about wifi on my new IPhone5 and poor customer service at the Apple Store in Leawood, KS

I am having problems connecting to wifi at home with my new IPhone 5. I got it replaced today at the Apple Store after dealing with a rude customer service person yesterday and today. They simply would not listen to me explain all the troubleshooting I have done. I also have an Apple Airport Extreme base station router, Macbook Air, two IPads, IMac and my husband's IPhone 5 on this wifi system with no problems. After talking to Apple Care yesterday, they told me to go to the store today to exchange my phone. The customer service person argued with me that I would have the same problems even if I exchanged the phone. This has been a very frustrating experience and after being a loyal "Apple" geek for many years, I'm seriously thinking about returning my IPhone 5 and getting a Samsung Galaxy S3! This is totally unacceptable! Tech support at Apple Care was great yesterday and that person actually listened to me unlike the two individuals at the Apple Store in Leawood, KS. How do I file a complaint about the hassles at the Apple Store?

Talk to the store manager.
Regards.

I can't believe the customer service

I was with at&t for years and I left because I thought it would be cheaper through verizon. I was soooo wrong and if I had known that I would converse with someone like Kenya a manager from verizon finance is extremely rude.I tried to talk with her and she plowed over me like what I was saying was of no value to her. I have been in customer service for 10 years plus although I am a customer I know how I have to maintain professionalism and being pleasant with my customers. If I would have known this was the kind of business that they put forward I would have stayed with at&t. I am going to look into it when my contract is up this with verizon. Although at the end of the day I spoke with diane from customer service who was a breath of fresh air after speaking to Kenya who was extremely RUDE and I pitty the next person who has to speak with that PMS queen on a power trip.....

Krystal78, I'm very sorry to hear that you received rude customer service from one of our financial service managers. I certainly don't want you to feel this type of behavior is at all acceptable. We strive to have excellent customer service so that our customers know they are appreciated. I'm glad you were able to receive excellent service from Diane the next day, and this is the type of customer service you should expect from Verizon Wireless. Please let me know if there is anything else I can assist you with.
MarquiaF_VZW
Follow us on Twitter @VZWSupport

Promotional Bundle Discount - Disappointing Customer Service for the first time ever

I'm a long time Comcast customer currently on a triple bundle package. My promo discount ended and typically I can call; talk to a knowledgeable rep; and find a comparable bundle to keep my rate under $200 a month (tv, internet, phone that I use for business calls). Last week I got a "sassy" rep who was anything but helpful; reading off scripted cards; insisting that she was doing a good job and had satisfactorily helped me. I kept telling her no...I wasn't happy hearing there was NO promo available to me via the phone but I should try going to the website...well, I've spent another hour online trying to find alternatives with no luck. After reading some forum posts, I'm convinced there is NO site on comcast that offers any promo bundles for existing cusotmers that want to lower their bills. I do not need all the channels that my current plan has, but apparently if I change some things, comcast will get me for additional equipment costs so I'm sort of screwed unless we just drop everything and switch things up....I do hope someone from Comcast reaches out to help before you lose me as a customer......

I must have talked to the same rude customer service girl as you did. I was also trying to get a reduction in my bill and her response was to give back the modem that I rent and that would take $10.00 off my bill. For the last month I have had nothing but poor wifi service, having to call almost every day and have my modem reset. Well I hooked up this new modem that also includes the router on Saturday, what a nightmare that was. For more than 24 hours now my wifi has been intermittent at best. I called earlier and spent a good hour on the phone being transferred multiple times and each time having to repeat the same stuff over and over again! I have been with Comcast for more than 15 years and I think it's time for a change, tomorrow I am calling AT&T !!!

Really Disappointed With your Customer Service

Hi there,
I have never posted to the forum before but I bought an item in April (a power inverter so I could plug my laptop into the airplane I was flying back on from my trip). When I got on the plane, I realized they actually had real plug in outlets so I didn't need the inverter I had bought. I never once used it.
Unfortunately when I got home, we moved the week later and my best buy bag got shuffled into a closet. I just found it last week and tried to return the item to the store. I explained the situation, and showed the receipt. I realize that it is far outside of the return window, but I was disappointed by the rude customer service agent who had 0 empathy for the situation.
This type of customer service, where you are unwilling to understand extenuating circumstances an offer a one time exception, has really put a bad taste in my mouth about your company.
Is there anything you can do to help?
McKelle

Dear McKelle,
This type of service is not at all what you want you discussing with your friends and family. We want you to brag about the world class service you receive at every Best Buy you visit. I am very sorry for any lack of empathy that was shown under your circumstances.
The employee assisting you should have treated you with the same amount of respect as they would with any other customer looking to perform a return. While this doesn’t mean they would be making an exception, you should not have left feeling the way you did. We have recently made some large improvements to our Return & Exchange Promise to better serve our customers and to differentiate us from other retailers. For instance, we can now take back items with missing packaging or accessories for a small deduction depending on what is missing.
I was a manager in our stores for a couple years before I came to work at our corporate level. I worked very hard with my employees to ensure we were providing every customer with an experience that was better than their last. If this wasn’t happening, I wanted to have that feedback to share with my team. I would like to send you a private message to gain some more insight on this experience to share with the leadership at the store you visited. To check your private messages, click on the envelope in the upper right-hand corner while you are logged into the forums.
I hope you won’t let this one poor experience change your outlook on us altogether and will come to us in the future for your technology needs!
Respectfully,
JD|Social Media Specialist | Best Buy® Corporate
Private Message

Customer service at its worst.

My order that I placed for verizon fios internet TV is still pending and I am not getting internet speeds that i purchased. I dont mind waiting for the service to be fixed however i cannot tolerate the irresponsible and rude customer service i go through when calling verizon fios customer service and technical support.I am also looking to make an official complaint about verizon customer service through New York consumer affairs. The worst customer service experience i ever had with any company.

Oh my goodness! It surely sounds like you have gone through a lot recently trying to get an issue resolved. We never want this to happen. We want every customer to feel valued and happy to do business with us. I appreciate all of the information that you have provided us. Please know that I have lifted this up to our leadership for further feedback. We greatly apologize for this inconvenience.
RobinD_VZW
Follow us on twitter @VZWSupport

Customer service complaint / Rude phone rep Rachel

I am a 10+ year loyal Verizon Wireless customer. I have long sung the praises of Verizon and convinced my family members to use Verizon..which they do. I have had the occasional...I think 2 past minimal overages and have happily paid for those overages. Recently I have added my mother to my account along with my fiance and 80+ year old aunt to my plan. Our bill is now $289.00 a month. 2 months ago we had an overage of 17 minutes (which we paid) with no other months coming close to our 700 minutes allowed for in our current plan. Today I get my current bill and there is an overage of 241 minutes resulting in a $110.44 charge. Being such a loyal and long standing customer with Verizon I thought Verizon may be willing to adjust my last months bill of overages if I increase my plan to the next tier. WOW! I sure was wrong about that. What I did get was a "customer service" girl (Rachel) that was rude, robotic, condescending and extremely unprofessional. All of this after I explained to her that I know she gets many calls from people that do not treat her well...I tried to assure her that I was not one of those people, that I understood that she was not truly in charge and to please stop cutting me off and speaking over me and that she was upsetting me and making me feel very uncomfortable. She apologized in the all too familiar condescending way we all know too well, "I'm so sorry if I'm upsetting you." Really? I doubt it since after again explaining to her that she was making me feel uncomfortable and again requesting that she please transfer me to someone else she refused. She refused multiple times for my request to be transferred to someone else that I could speak with. When I asked to speak to her supervisor she just answered rudely that she was a supervisor. When I stated that surely she was not the supervisor of the entire Verizon she said there was no one else I could speak to. Really? All of this from Verizon Wireless...a company I have been a loyal customer for 10+ years?
[Edited to comply with Terms of Service - employee number removed but available internally]

I live in an area where I can not get Broadband or other internet service. Using a Verizon Jetpack is the only way that I can have service. I opened my account and prepaid for the first month of service. During the first few days I had Verizon reps calling and claiming that I owed a thousand dollars and that they needed my credit card number. I refused to give them my credit card number and hung up. I called customer service and asked if I owed anything on my account only to be told that I didn't owe anything.
A few weeks later, I got my first bill. It was for way more than my monthly plan but it was not anywhere close to the amount of money that the reps that called were asking. Apparently as a Verizon customer, I am supposed to prepay my bill for the current month and the following month during every billing cycle, which is not in my contract. It means I have to pay 2X of my monthly fee every month.
Every time I have a question, I get the run around and no one knows how to answer my question.
How do I delete the incoming text messages from unwanted strangers on the Jetpack?
How do I block unwanted texts coming to my device?
I could go on but its pointless because no one knows the answer.
Yes, I have talked to Rachel, she was one of the reps that called me up and asked for my credit card number.
If I had a choice, I would switch.

Poor Customer Service and a Rude Associate

My wife's iPhone 5 recently stopped receiving cellular signal. We took it to the verizon store and they were unable to fix it. because it was less than a year old and broke due to no fault of our own the store said that they would send us a new iPhone 5. We gave them the address and associate, who was busy trying to sell us things for our broken phone, received our address. Today the phone arrived at the wrong address and was a an old flip phone. We called the verizon store and the woman on the other line told us she could not help us. She became very rude when we explained to her that we could not give her a reliable number to call because the phone did not receive calls. She told us that that was our problem and that she needed to assist customers. It saddens me that Verizon does not care about its current customers and has such poor customer service. I hope that someone will respond to this willing to help us resolve this problem. We have been verizon subscribers for more than eight years but are now considering other carriers.

Simple fix. First bring the iPhone to an Apple store they can warrantee it right there.
Secondly call 1-800-922-0204 and state the device sent to you was wrong, and went to a wrong address. Make sure you copy all paper work in case you have to take verizon to small claims court
If they tell you to send it back with their label get a copy of the label and insist the USPS scan the package when you send the clam shell device back.
Good Luck

Appalling Customer Service, absolutely Rude and impolite !

Mods, This is a feedback from a disgruntled HP customer for a call I got from your Escalation Team. Please move this thread to appropriate location if it does not suits here. I just received a call from HP Escalation team and am very furious by the way the way HP has spoken to me. I found HP ([email protected]) very impolite and rude. This is not the way you talk to your customer. I suggest he goes through a Soft Skill training and is taught how to be courteous and helpful. I have an ongoing issue with my Pavilion G6 which is out of warranty, Iam trying to get back OS as the HDD ernt kaput. Please help me with escalation matirx procedure for Customer Service issue. Being rude to a cusotmer is absoltely unacceptable !!!!

Hi Caesar Thanks for your answer. Can you explain to me why sky staff got involved on this thread then ? http://helpforum.sky.com/t5/Archived-Discussions/Making-a-complaint-to-sky-what-to-expect-and-what-my-actual/td-p/1449027 "The sky guys on the forum are now currently trying to find a solution to getting my account cancelled. I will no doubt post on the forum if the account is finally closed." I've just called the complaints team and they told me they cannot do anything and that I have to speak to the cancellation team ? Is that a joke ? Why is there a complaints team then ?

Contract mis-sold. Terrible customer service from a supervisor-no clear way to make a complaint

After being a good customer for a year and a Verizon Wireless customer for 5 years, numerous issues with Verizon Fios have surfaced.
1) Representative totally mis-informed about the contract
When I took out a contract with Verizon FIos a year ago, I had not wanted to have a contract because they only option available was for 2 years and I knew that the lease for my apartment was only for 1 year and in all likliehood I would be moving. I was told by the representative that there would be no problem if I took out a 2 year contract because I could simply transfer the existing contract to wherever I moved with no issue.
Fastforward a year and I'm moving, call Verizon to make the transfer and i"m told, that actually i'm effectively cancelling my existing contract and re-starting as a new customer. This means that my bundle has gone up $10 a month and I would have to start another 2 year contract.This completely contradicts what I was told a year ago. I would never have taken out the 2 year contract if I had known this.
2) Terrible customer service from someone who is a supervisor
This morning I spoke to a representative and after she said she couldnt address my concerns about being mis-sold the contract, I asked to speak with a supervisor. How he handled the call was incredibly unhelpful and rude - I dont understand how someone at a supervisor level can have that kind of attitude. First he tried to indicate that it was my fault for not being clear with the representative last year (before he knew the full facts), he did not take show any recognition that being mis-informed about a contract is a significant issue. When I asked him how to make a complaint he told me to go to verizon.com/contact. I did this while I was on the phone with him and told him that there was no clear way to make a complaint, I was told "I am a supervisor, I cant sit here on the phone with you and take you through it step by step" - I was not asking for step by step help, I assumed that as a supervisor he would know which wa the right section to click on. He then basically made it sound like I was an idiot and I was told that every other customer seems to find it intuitive (which judging by other comments on this forum about the contact piece of the site is not actually true).
3) Impossible to file an official complaint through normal channels
There is no email address to which you can send a complaint (according to the team on the phone). On the verizon.com/contact page, there is no option for making a complaint. When you type in a question about making a complaint nothing comes up. This seems ridiculous and makes it seem like Verizon is not interested in hearing customers feedback.

Hi customer11201,
Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and look at the top of the middle column where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.

I would like to know how to contact someone in Verizon corporate to file a complaint. I have received the absolute WORST customer service over the last week from this company! The customer service agents promise to call me back and then never do. The la

Verizon Wireless has the absolute worst customer service I have ever received. The in store reps are unprofessional and spend more time texting and taking personal cell phone calls than in helping customers. They are not at all knowledgeable and even state they do not know what they are doing. When you call customer service you get jerked around and passed from one person to the next with no one knowing how to fix my billing issue. I have received NO call backs that were promised and the latest person I spoke to was incredibly rude. Sanita from Sacramento refused to even give me her last name or the last name of her Manager Nick so that I could follow up. I am incredibly disappointed at how poorly I have been treated. I will make sure to tell everyone I know about this experience and as soon as my contract has expired I WILL be leaving Verizon services after 10 years with the company!!

This is a customer to customer forum, so this is not the place.
What is going on with your account? maybe we can help you.

Incredibly Rude Customer Service

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