Infinity Cancelled, Rude Representative
Well, I've done it. After much thought and deliberation and taking into account all the bad stuff I'd been reading about Infinity, I decided to cancel.
Rang BT yesterday to do so and was met with a very rude representative. He asked why I was cancelling, told him. He wasn't happy. (?) Then he asked "you do realise you're getting a better service for the same money?" I replied, Um, yes. (felt like adding, I'm not 5 years old or stupid, but I refrained as I'm not a rude person) Then he rambled on about the benefits of Infinity and asked AGAIN, "So why are you really cancelling?" I was gobsmacked! Was he really expecting a different answer? Or for me to back down and NOT cancel? He then said if I wait 24 hours and ring back I could probably (heavy on the probably) get the package I'm on now for a little bit cheaper. As long as I DIDN'T cancel the Infinity today. I explained that I was told that if I wanted to cancel the order it HAD to be done on the 10th. He replied, "well whatever, it's up to you." (!) Confused much!?
I asked what I needed to do about the new Home Hub, as it had already been posted. He said they would send me an envelope and just send it back. Simples. I then asked if my old broadband was "safe" (after reading another horror story on here about a lady who cancelled Infinity and had her old broadband cut off!) He replied, "Yup, okay, thanks" and HUNG UP. He hadn't even confirmed to me that the order had been cancelled, so I was left sitting there wondering what on earth had just happened.
Needless to say I was disgusted. Terrible customer service, rude attitude. I felt like I had done something terribly wrong simply by cancelling my order. I have been with BT over 20 years and had broadband with them for around 7 and I have NEVER experienced anything like this. I was so mad I rang back to complain and was greeted with a rather nice chap who apologized for the rude rep. Everything was going swimmingly until he asked why I was cancelling and (once again) I explained and he replied, "hmmm....ok....and you know it's better right? The Infinity?"
*insert groan*
Had I of decided to leave BT altogether then I could appreciate the sales pitch and the constant questioning (to a certain degree) but I'm not. I'm still paying almost £40 a month to BT for the service I've had for 7 years. I shudder to think what I would have had to put up with if I'd said I was leaving BT altogether.
I'm a firm believer in if it isn't broken then don't fix it. I've never had any problems with my broadband (occasional disconnection problems but nothing major) and am rather happy with the speed I have. Yet I was made to feel like a fool just because I didn't want a BETTER service for the same money. Why? If I'm happy with what I have? I do realise that eventually I will have to change over to Infinity once the old broadband is phased out but I'll cross that bridge when I come to it. Whether or not I decide to remain with BT is another matter altogether.
Sorry for the ramble. Just needed to get that off my chest!
Wondered if anyone else had a similar experience when cancelling?
I've had many experinces from BT, I was lied to for sevral months and then told the same **bleep**. I rang up to cancel at one point and was rather rude but 'luckily' he had a freind at the top of the Broadband department. Lucky wasn't it? Shame he was useless as the rest... There are very few people at BT who are actually are good at their Job. Only people I can give respect to are Kevin who is one of members who helps run this forum. Then ED from the ELC team... all other experince are shocking. Though saying that when my DSL went off after 5 mins having ago at BT the Indian guy was actually a lot more useful then the other 200 that I've spoken to previously.
I will be moving ISP + Phone/line once my contract ends, too many questions unanswered for my liking. I've had to push for 5 months to get BT interested after being fobbed off the same **bleep** for 2/3 months.
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Similar Messages
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Massive COMPLAINT: Mis-sold Infinity, cancelled bu...
Massive COMPLAINT: Mis-sold Infinity, cancelled but still billed, now no Broadband. Pitiful action by BT
My elderly mother was pressurized into buying BT Infinity in early July of this year (2013). I saw the error in this as she doesn't use broadband much, and she cancelled the order via the phone on 15 July.
However, a BT engineer did turn up at the home and she also received a hub in the post. She explained this to the customer services department and they sent an envelope to return the hub.
Subsequently, she has been charged for this and has received a bill and an automatic payment had been taken via direct debit.
Worryingly still her broadband is now not working since 27 July. Despite several calls to customer services, over 40 minutes in duration in some instances, and this has not been resolved. Despite promises for customer services to call back, nothing has been done to rectify this situation
I want you to look into this matter. Urgently.
I will copy in Ofcom and the ombudsman office as a matter of courseHi there - welcome to the forum I'm sorry to hear of the problems you've had with your mother's account. If you click into my profile you should see a contact link to our webform under the "about me" section. If you fill this out with the relevant details of the account in question we'll check this out and get the issue sorted for you.
Dean
BTCare Community Mod
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’. -
BT Infinity Capping, Rude Online Advisors, connect...
I have been a BT infinity customer for the last 15 months, during that time my connection has been CAPPED down from 35mb/s to less than 5mb/s download. That's right BT cap your internet speed. This has happened to me three times, each time after BT sent round the engineer the speed would return. However this never lasted as a week later the speed would be 20mb/s. Then the speed would gradually slow down to a grind until I complained again.
I fully expect this to happen again and again and again.
The BT engineer has stated EVERY time that there is nothing wrong with the line and equipment and that BT HQ was altering the speed. All it takes is an engineer to a make phone call it seems. This has happened three times over the last 15 months, and low behold less than 24 hours later it’s down to 5mb/s. In addition to this the connection cuts out totally about 20 times a day for about 10 seconds, as an online gamer this a disaster; I get kicked from servers constantly. To those it who don’t game think of it this way, you’re at a movie, halfway though; the screen goes blank for a couple of seconds and then stops. You get throw out on the street, every time you try to watch a movie.
So overall I have only had the product I pay for about 3 months out of 15. And it only gets worse, the online advisors I have spoken have been rude and sarcastic, they just stopped talking to me and told me to close the chat window. I wasn't rude at all.
I was promised compensation last time - of course they BT lied to me and haven't given me a penny. And now I can't ask for it or complain to the right people because, get this, BT won't receive compensation query until the service is fixed!
Today I visited my bank after getting a bank charges letter yesterday, BT changed my payment from the date I selected (they asked which date I wanted). I now owe the bank at least £100; the debt has been pasted on to a collection agency after just six weeks. And of course when I asked BT about this they stated they don't use payment dates. I deserve this money back.
I don't earn very much and have to financially and emotionally support my disabled partner, which is incredibly hard. I use the internet to play games with friends which is my only treat. I also use the internet to book shifts at work and keep on to date my partners medications.
I am now really upset and this matter has caused me to become very depressed.
I know the tone of this post suggest I'm a complainer, I'm really not, I just want it to work.
I don't know what else to say, please someone help.Have you filled in the form that looks like the one below. If you have, then you will get a reply within 5-6 working days.
Make a note of your enquiry reference, and you will be contacted by phone or e-mail.
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones. -
Re: Massive COMPLAINT: Mis-sold Infinity, cancelle...
They are 5 and a half hours ahead so 6.00pm is coming up to midnight there.
To say thanks for a helpful answer, please click the white starHi there - welcome to the forum I'm sorry to hear of the problems you've had with your mother's account. If you click into my profile you should see a contact link to our webform under the "about me" section. If you fill this out with the relevant details of the account in question we'll check this out and get the issue sorted for you.
Dean
BTCare Community Mod
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’. -
New BT Infinity order... Order tracking fails
Hello,
I ordered BT Infinity this afternoon, as my cabinet went live this Saturday. I gave my MAC code to the BT rep on the phone, and everything went smoothly. I have an engineer booked for 1st November between 8am-1pm to install Infinity and get everything sorted.
My only problem is that the rep said I could track my order at any time through the BT order tracking page, but it doesn't work with my reference number. When I type my reference number in to the "VOL011" box, and my postcode, I get the following error:
Order not found
The order details you have entered were for a cancelled order, which we are unable to display.
This could be due to one of the following reasons:
You no longer require the product or service associated with your order and have cancelled this yourself after discussing and agreeing with a member of our team
Our suppliers are unable to fulfil some of the requirements of your order and we will be contacting you shortly to discuss this in more detail with you.
If there is a problem with your order please be assured we will contact you directly to discuss this further. For any other queries, please call us on 0800 800 150
Opening hours are 8am to 8pm Monday – Friday, 9am to 6pm – Saturday/Sunday.
Should I be worried about this? The BT rep said I will receive my Infinity equipment on the phone on the 28th October, along with documentation of my new contract with BT. I really want this to go smoothly, as I have been looking forward to getting BT Infinity for literally over a year. I am aware that the order screen is probably just glitchy - as much of the BT member pages are at times, but I would very much like a member of the forum staff to check over my order and make sure that it's all progressing well. My tracking reference is useless, and it has got me worried! I only ordered the product 8 or so hours ago, so I'm hoping this is just a minor error with the website, and my order hasn't actually bee cancelled (especially after I went through all the effort of signing up over the phone).
Any help the Admins/Mods could provide would be much appreciated.
Regards,
Tim
Solved!
Go to Solution.Hi Tim
I reckon by tomorrow (Wed) the Bt system should have sorted itself, if it hasn't there is no harm in ringing BT.
The VOL part of your order number indicates an order made over the phone.. so maybe even though the sales staff type the order as your speaking to them I suppose the system may take a while to synchronise things compared to an order made over the internet...
waffling a bit here am I not
If after phoning you are unhappy or worried then the way to get help from the BT Forum mods is to fill in a contact form obtained by clicking on one of their names.
Here is a form you can use http://bt.custhelp.com/app/contact_email/c/4951
Normally will contact you within 72hrs but it will depend on their workload... they will make contact.
Edit... I wonder if you've ordered a telephone line as well as Infinity?
This can cause a problem. Some people have had Infinity installed on the same day as the telephone line is installed others have problem with the line being installed but infinity cancelled or delayed.
It shouldn't happen I know but sometimes it's a problem.
On a further point I recommend you ask the engineer to mount the Openreach Modem on a wall. it's cooling vents work better that way.
And if your planning on using Infinity over a wireless connection then wireless "n" gives you the best speed.
It's easy to change your PC/laptop if your on wireless "g" you just plug a wireless "n" adapter into a spare USB socket.
Info on identifying wireless g or wireless n HERE.
Please Click On any Text in Blue as that automatically links to information.
PC (NDEGR) -
A Cautionary Tale re Infinity install
Had BT Broadband installed in October and was assured a free upgrade to BT Infinity when it became available in my area which was early November, went through the upgrade option on bt.com and also paid a year in advance for line rental saver and took the inclusive calls all at the same time. I was given the 16th November as my Install date,........I had been keeping an eye on my order in my bt and a few days before it was due low and behold my engineers visit had been cancelled.......so I started ringing BT but no one seemed to know how or why my install was cancelled, through this forum I got the BT Infinity teams direct number 0800525775, finally got someone who realised what had gone wrong and it was then that things really went south, because we were new customers having had initial install in October that order was still live on their system so BT Infinity cancelled that order to allow the upgrade order to proceed, so got new install date for December 22nd and all seemed well, that was until we got our December bill, £333.41 !!!! the bill stated we cancelled BT Broadband, £141 for remainder of contract, £30 cancellation fee,£41 for the BT Hub and £27.99 for our Infinity and calls which wasnt even installed............so jumped back on the merry-go-round of calls to the sub continent only to be told the charges are correct and that we cancelled, no matter how much we told these folk we cancelled nothing it fell on deaf ears, so I rang the Infinity team and they seen the problem right away and got it sorted by talking to billing directly resulting in a full refund of the charges, pleased to say all is now well, and I would highly recommend BT Infinity to anyone, down 37mbps up 9mbps worth every penny, It is wise to keep an eye on the order section on MY BT.
just keep an eye on your next few bills and check to make sure BT have removed the charges they have levied. They charged me for a cancellation fee for a product i was not even in contract with, and even though they say they have rectified the situation i have to wait 3 months to confirm this as nothing is showing on my payments as a refund that they state they have given, and my account page still shows that i'm in contract even though not been in one since June 5 2010.
And if it doesn't show on my account soon, I'll be asking for a minimum of 6 months free line rental as compensation, as 14 days is more than long enough for them to have updated my account information.. -
Best Buy should be ashamed of their lack of customer service.
On Saturday, 7-26-14, I attempted to file a claim on a cell phone warranty. In store I was notified that the policy was inactive, yet a second phone that was attached to the account was all active. I researched the cause of this and found my credit card was cancelled due to my bank discovering possible fraud. My wife called customer service in May, and after dealing with rude representatives, she was able to get both phone insurance policies reinstated.
When I called customer service today, after being hung up on twice, I was told that the policies were reinstated, but my wife failed to update the credit card information. I thought the error was on our part. My wife was able to find another email from Best Buy, that proved she updated the information. Conveniently however, Best Buy supervisor Mark was unable to find this proof email, but could find the earlier email. I find this highly unlikely.
Mark did reluctantly reinstate the policy, and told me I would have to go back to store to follow through with the claim. I notified Mark that due to the incompetence of Best Buy, and their insistence that I was the one that failed to update my policy, I threw the paperweight of a phone away. He then told me that I was out of luck, but referred me back to the store.
I understand the concept of "passing the buck" back to the store because that allows him to get off the phone with me. He also told me that my bank was the problem, yet I find it odd that the second phone on the account was current on payments. He also could not explain why, if it was my bank's fault, that no email was sent. Best Buy was quick to send an email when my credit card was cancelled due to fraud protection, but not this time?
Best Buy customer service gives people the run around, fails to live up to their obligations, and loses certain emails that show the costumer is correct. Best Buy also refuses to make their mistakes right or to even admit mistake on their behalf. I was told by Mark that he is in charge of the Customer service call center, so I obviously will not receive a reasonable resolution to this problem.
Best Buy has the absolute worst costumer service that I have ever dealt with. I will never conduct business with Best Buy again and I'll encourage every person that I come in contact with to do the same.Hello molonlabe-
I’ve been fortunate enough to not have to need service on my cell phones to this point (knock on wood), but if I ever do, I hope that my experience doesn’t match yours. It certainly sounds like it was frustrating.
Generally, if we are unable to collect payment on a monthly Geek Squad Protection plan three months in a row, we should be sending out an email to whichever address we have on file instructing you to contact us about this issue. I’m sorry that this did not happen.
Usually, the email letting your know that your credit card information has been updated in an automated system email and Mark would not have visibility to that, though he should have been able to see when your wife called in and had the plans reinstated. I will definitely be documenting this feedback for training opportunities.
If you no longer have the phone, we would be unable to assist you, however, if the plans have been reinstated, you may still end up being charged each month if you did not have Mark cancel the plan. If you did not cancel that plan, I would recommend contacting us at 1-888-237-8289 for assistance with cancelling this to avoid any future issues.
Thanks for connecting with us; I do hope that at some point in the future, you will allow us another opportunity to earn your business.
Bill|Senior Social Media Specialist | Best Buy® Corporate
Private Message -
On the morning of a charity event that I was running for 350 inner school children my phone asked if I wanted to do an update. I clicked yes and life as I know it has changed. The whole charity event was messed up because I had everyone’s assignment in the phone and the lollipop update made it hard to navigate. One of many things that is wrong is everything I do, I get a pop up asking me if I want to use One Touch Wizard. No matter how many times I click always use one touch, I have to go through 2 extra steps for every move I want to make on the phone. I called Verizon and they stated that they are sending everyone new phones because this update was so bad. However, they cannot send me one because on day 3 after I bought the phone I dropped it and it has a tiny crack in the screen. This crack has never effected the phone and my problems are simply because of this update. In approximately 18 hours of tech support, I have been but on hold for 15 to 45 minutes at a time with no one coming back until I ultimately just gave up and hung up. Often I was promised a call back and it never happened once. Again, I had to call back and start all over. I would call back and have to start the support process all over again. Because of all of my time and the data I had to use for updates and such a Verizon rep gave me 1 gig of data per month for 12 months. I called another time and they said the rep was not authorized to do this because I was on a loyalty plan. So this means that when a Verizon rep tells a customer something you cannot believe it because they can take it back. The only reason I am on this plan is because I paid for several months while I had a non working phone. Verizon sent me 18 straight defective phones. They were deemed defective by the manufacturer. Verizon has no respect for all the time I wasted and I almost lost my job because of it. I now have a phone that is effecting my job and my life and Verizon wants me to pay for a new one. I feel that I am being strong armed and this is a principle thing for me. I decided to post here before I file reports with the BBB, Attorney General and the FCC. I look forward to Verizon’s reply. Thanks!
Michael
Personal Information removed as required by the Verizon Wireless Terms of Service
Message was edited by: Admin ModeratorIm wondering why my post hasn't been answered yet. I did file a report with the BBB and I had a rude representative from Verizon call me named Steve. He said I can file all of the reports I want and I will just keep getting calls from him. I can understand why my phone couldn't be replaced because of the small crack. I guess I have to eat that one (but it sucks because the lollipop update is what caused the problems) but what about all of the data overage I had to pay for for trying to fix this phone because of a lollipop update. I dont think it is fair to have to pay that as well. In addition, because I have an east coast phone number but live on the west coast, I cannot have tech support after 8pm. Verizon has cut this off. Im very dissatisfied and I have been a customer of Verizon for 13 years. Im hoping for a response this time.
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Any thoughts on what do to do about the following scenario?:
10/06/14: "pre-order" iPhone 6 and 6+ in 64gb and 16gb respectively as well as cases and accessories, etc. at local Verizon store with
expected ship date 11/14/14. Note: also informed my bank card would not be charged for the accessories until shipment.
10/30/14: go back to Verizon store and change order to up both phones to 128gb with new ship date 11/21/14.
week of 11/21/14: order pushed back to 12/12/14 (found this out on website, no email received from Verizon stating this).
12/04/14: call "customer care" to check on order due to no activity on order status on myverizon only to find out that the order was cancelled.
Representative didn't know why, and offered to place a new order over the phone but the shipment would now be 12/19/14 (which
I thought was pretty generous considering I did not want it cancelled in the first place, nor did I even know it was cancelled
until I called for myself).
12/04/14 (later that day): go to Verizon store to see if I could get more information on why my order was cancelled unbeknownst to me. Employee
looks into it and states that "the order has not been cancelled, I don't know why you were told that but it's not cancelled." Informed
employee that I re-ordered the phones over the phone with "customer care" prior to coming down here and asked if that's what he was
seeing. Replies: "I see the order, it was cancelled due to supply, but has the same shipment date (12/19/14), don't worry it wasn't
cancelled you'll get your phones just hang in there." So basically I was informed that I have an order with the same shipping date
(which I already knew because I had to re-order but yet the answer to my question was seemingly that was and was not cancelled). Hm.
12/12/14: receive an email with instructions on how to back-up our devices while we are "eagerly waiting for our phones." Looking good so far.
12/15/14: my bank card is charged for the accessories and there is new documents in myverizon detailing the equipment purchases. Looking great now.
12/16/14: receive an email stating the order for the 6+ has been cancelled. Immediately call "customer care" and rep says she sees it was cancelled and
does not know why. She asks if I'll hold while she looks into it. 30 minutes later a different person comes on the line, and has no idea who I am, or
that I've been holding for 30 minutes while someone was "helping me", so I explain why I'm calling and that someone was supposedly helping me,
he says he will transfer me to "customer care" and then click, the line goes dead, awesome.
12/16/14(later that day): once again I venture to the Verizon store to find out what is going on. Different employee this time, but story is the same. He tells
me that the 6+ was cancelled but can not tell me why. He also states that it says there is a pending order for this particular line so he can't place any
orders. This was apparently as quixotic to me as him, thus leading him to consult abother employee. Employee "2" was initially adamit that the order
was cancelled but when employee "1" showed her that the upgrade status said pending order, she said the "system" takes 24-72 hours to "catch up."
(Keep in mind that when the first round of phantom cancellations occurred I was able to re-order that same day, in fact probably within a matter of
hours. whatever.) So I brought up the fact that my bank card was charged for the accessories the day before, and employee "1" says (in affirmation
of what I was told during the very first order in October) that charges are only made when the order is ready to ship. So with that tidbit of info they
came to the conclusion that I'll have to wait until 12/19/14 or that following Monday to see if I have a phone or not because at this point "anything
with a pending status can not be accessed and calling 'customer care' won't be of any help because they will not be able to do anything either."
So I do the only thing I'm able to at that point, leave. Note: I was generously given the option of returning the accessories for the 6+ should i find
out that my phone does not arrive on the 19th or following Monday. (this was a huge relief because I was worried I might be stuck with a case and
screen protector for a phone I'd never get.)
12/16/14(even later that day): despite being told that doing so would be futile, I call "customer care". Explained the entire story thus far and expressed my
disappointment. The rep was understanding. She told me that the order for the 6+ has been cancelled but can not explain why. I asked about the
charges to my bank card, she says (in contradiction to what I've been told all along) that sometimes the cases/accessories will come before phones
are ready to ship. Hmm. She also says the order for the other line (iPhone 6) will "definitely be coming on the19th still." This is interesting because I
have not received any shipping confirmation email (though to be fair I also never got them for the first round of cancellations either.) She further
explains that she can not do anything about the 6+ order because the system has not "caught up with the cancellation" (ok, heard that earlier
but still does not make sense seeing as I was able to re-order before) and advises that she would be able to give me a call back Sunday morning
(12/21/12) to process the 6+ order again (again). So, I agreed as its either that or not get the phone (although if I don't get the phone I can
still return the accessories for it at the Verizon store thankfully.)
12/17/14: receive email notification that the order for the iPhone 6 has, you probably can guess it, but nonetheless, been cancelled. So what do I do you ask?
The answer is simple, nothing. Going to the store would be a waste of time and gas, and calling "customer care" would be a waste of time and my
plans (albeit unlimited) minutes. So I decide to wait until Sunday, for the rep to "supposedly" call me back, so I can re-order what will now probably
both phones only to be told the expected shipment dates are now January 2015, even though it will probably be fruitless because they will be,
as history has foretold, cancelled within a week or two. But holding onto a sliver of hope because the rep said the one line (iphone 6) will
"definitely be coming 12/19/14".
12/19/14: no iphone 6+ (no surprise). No iPhone 6 (a little surprised only because it was "definitely coming", but it's a very little). Still have the charge to
my bank card for the accessories, no accessories though (still, not really surprised) but at least I'll be able to return the accessories I don't have
for the phones we'll never get, so that's a plus I guess. No shipping confirmation, though I don't know why I'd hope for one seeing as the orders
were cancelled. Again. (But at least I got an email this time.)
So I need help. We love Apple stuff and we want the new iPhones, but by the time we'd get them from Verizon our trade-ins will probably be too old for
the Edge program or the iphone 6S or 7 will be out. We have a family shared plan with 6 lines and moving to another carrier would be a pain (although
probably easier than what we've been through thus far with Verizon.) Ive heard ordering through Apple is the best route but you can't set up the Edge through them so that's out. I call the store every Friday (which I've been told is when they receive their order) but they never have the phones in, so that's also seemingly out. So I guess my question is does anyone know how to order the new iPhones on the Edge program and actually get them In a reasonable time? Otherwise I think we'll probably take our 15 year old account elsewhere. Thanks to anyone who reads/helps with this and sorry for the rant, I'm a little disheartened.***Update: the rep that said she'd call me back, well, she didn't. Also, someone with a Verizon avatar and a "_VZW" in their name replied to this saying he would be willing to give me the "status" of my order, so I responded (even though I don't want the status as much as I'd like our phones), twice, and nothing back from him either. So, today our bill has the charges for our new phones on them. Yet we don't have our phones, nor is there anything leading me to believe that we will ever get them. Lol. Verizon has disappointed me in the past 2 months and I think I've been more than patient with them.
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Promo for Smartphone, oh wait, we didn't actually apply that to your account.
I have had a smart phone since the day the Droid 1 came out, my partner has wanted one for the camera but not for the data plan. We are on a family share plan and we both had our upgrades come up in the last month or so.
I upgraded my phone right away and we waited on hers. She planned on just upgrading her enV3 to another LG feature phone, and we went to the local Verizon Store in Asheville, NC where we just moved at the beginning of September from MN.
What shouts at us but an awesome sign declaring a promotion for a smartphone data package for $20 a month! Awesome! Its only 300mb of download, but she can use WiFi, no big deal. That puts it in our budget, $30 is just too much. We go through the motions of picking out a smartphone for her, paying for it, buying accessories, the whole shebang...
W get home and a few days later, I check our account because I noticed something funny on her account. Lets see... she has a $30 data package, well thats not right, we went into the store and bought a smartphone (which she really seems to enjoy now) and ONLY bought her the Droid Incredible 2 BECAUSE we could get a $20 data package.
Now she called the store and had an extremely rude representative (who wouldn't give her her name), tell us that its not possible because she doesn't have a North Carolina Area code number...
Next I call customer service directly (I figure its best to deal with someone that professionally handles issues not just selling the phones), and after waiting on hold for 20 minutes they tell us they can't apply the promotion to her account because she doesn't have an area code that matches the promo. We can switch the area code of her number and then it can be applied.
Problem is... we just moved here. She has job applications, professional connections, government applications, and other places that have her number as it is right now. She has had this phone number for 6 years! Imagine if someone told you you had to switch your number just to get a promotion you thought you were getting and dropped $200 for a phone to get it.
Why do we have to switch her number?
I considered trying to get her number to Google Voice, but it doesn't seem like that would work.
We will likely switch her number at the end of the month just before the end of the promotion, but its a huge hassle, and leaves us both extremely dissatisfied with Verizon and their poor service in the store and after leaving.ChaBuku,
Good evening and welcome to the community!
I'm sorry to learn that our store representative was rude over the phone. Verizon Wireless prides itself on world-class customer service. I will be eager to look into the experience for you to improve future interactions. From time to time, Verizon Wireless does special promotions based on region or market. The way we determine markets is by the area code and prefix (or NPA-NXX) in that particular area. You can sign-up for emails for all future and current promotions here.
Thank you! -
I have a photo with 25 faces. I have named 17 with no problem but the remaining 8 names I am unable to make them stick. I go through the process (have done it thousands of times) and no luck. I have shut down the computer, I have unplugged it, I have turned iPhoto off and nothing will allow me to name these remaining photos. I type in the name and click RETURN and the name holds, I close the photo and bring it back and the name is gone. I have done this dozen of times - still no luck. I have a few other photos of groups and the same thing is happening with just a few of the faces. All the faces are clear, same size and no different in clarity than the other faces. I have tried changing the size of the "box" around the photo to name it - still no luck.
I am on the ground floor so I can not throw the computer out the window.Im wondering why my post hasn't been answered yet. I did file a report with the BBB and I had a rude representative from Verizon call me named Steve. He said I can file all of the reports I want and I will just keep getting calls from him. I can understand why my phone couldn't be replaced because of the small crack. I guess I have to eat that one (but it sucks because the lollipop update is what caused the problems) but what about all of the data overage I had to pay for for trying to fix this phone because of a lollipop update. I dont think it is fair to have to pay that as well. In addition, because I have an east coast phone number but live on the west coast, I cannot have tech support after 8pm. Verizon has cut this off. Im very dissatisfied and I have been a customer of Verizon for 13 years. Im hoping for a response this time.
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Disappointed, can no longer trust Verizon for customer service
Looks like I'm not the only one disappointed in Verizon's customer service, I've already seen a number of complaints on forums and this website itself.
I'm writing this "discussion" in efforts to get something done about Verizon's customer service. Yes, I know there are good customer service representatives but also there are bad representatives that can definitely bring it down for customers like myself.
I was charged $299.99 for returning a damaged device after getting a warranty exchange for a different model. I was on my third model of the pantech breakout and started seeing the same issues I had with previous phones on my current phone, I called customer service and was told by an extremely rude representative to "buy a lotto ticket, because the chances of multiple phones having the same issue is the same as you winning the lotto." Her tone was sarcastic and rude which offended me and closed any chance of me willing to work with technical support or other representatives to fix this issue. My previous pantech breakouts and the one I was using had issues of my SD formatting, SD ejecting without me doing anything, contacts disappearing, phone memory deleting to make room for updates that I had turned off, and basically I was losing data on my phone from pictures, contacts, to personal emails and content without me even doing anything. I went through 3 models and worked with technical support to change my phone, SD card and back memory up but still had a number of issues. This is when I called and was told to buy a lotto ticket. I was extremely upset with the representative and told them to not send a warranty exchange phone because of her rudeness and attitude. I visited a local verizon wireless store and told them my situation and was given a deal - buy the battery of a samsung s3 and get it for free - note that i did have a small crack on my screen which the sales representative saw and DID NOT mention anything about there being a damage fee. I understand that on the box you use to return the device it does say that there will be a fee for damaged devices, BUT my issue is - why did the sales representative not notify me? Verizon was expecting back a pantech, not the samsung they sent out ... either way I had to send back my pantech, why not reconfirm there will be a fee?
I called verizon's customer service and told them my current situation, the lady told me to get in contact with my local store in which I did the exchange. Here are my call records:
Friday - verizon wireless center --> local verizon store (was told they will call me back monday after figuring out the problem)
Monday - NO call
Tuesday - I call my local store, the manager was not working and they told me to call on Wednesday which was when the manager will be in
Wednesday - NO manager, and the local store told me they will call me on Thursday
Thursday - I waited till 4pm (California time) and did not receive a call so I called them, they tell me that the fee is valid because "none of their representatives will EVER sell a phone without notifying their customers of any damage fees"
First of all, it took 5 days to even get a solid answer of my bill, and let alone ... the manager can't simply push the "verizon customer satisfaction guarantee, no one will sell a device without notifying customers of fees" slogan around and tell me I'm lying and that fees are valid. I turned to verizon's customer service for help and was told I can return my device and lose the fee, I asked if I would be given my old device back - NO I wont, so then what device do I use? NO device was to be given to me which sucks because I then would lose $150+ initial payment for getting a pantech breakout then the $40 for the samsung battery and was left with no phone.
After talking with supervisiors and managers, I was given the last deal - 25% off the $299.99 fee
My issue with verizon is that I do not understand WHY customers (myself) have to pay such fines when the issue lays within their customer service and sales representatives. I understand the issue with returning a damaged device BUT i do NOT understand why I am the only one having to pay consequences for this whole issue? Verizon is a big company, so are the under the impression losing one customer is nothing? I will now be returning my samsung s3 and doing an early termination because I am fed up with customer service, I believe it is wrong for anyone to be treated this way and then have to pay. I would rather pay the early termination, then be stuck with people telling me to buy lotto tickets and me to stop lying.
Verizon needs to do a check up on their customer service representatives and work on getting the window of communication open and seriously attend to the needs of customers because they just lost one customer who has been with them since 2008I was charged $299.99 for returning a damaged device after getting a warranty exchange for a different model. I was on my third model of the pantech breakout and started seeing the same issues I had with previous phones on my current phone, I called customer service and was told by an extremely rude representative to "buy a lotto ticket, because the chances of multiple phones having the same issue is the same as you winning the lotto." Her tone was sarcastic and rude which offended me and closed any chance of me willing to work with technical support or other representatives to fix this issue. My previous pantech breakouts and the one I was using had issues of my SD formatting, SD ejecting without me doing anything, contacts disappearing, phone memory deleting to make room for updates that I had turned off, and basically I was losing data on my phone from pictures, contacts, to personal emails and content without me even doing anything. I went through 3 models and worked with technical support to change my phone, SD card and back memory up but still had a number of issues. This is when I called and was told to buy a lotto ticket. I was extremely upset with the representative and told them to not send a warranty exchange phone because of her rudeness and attitude. I visited a local verizon wireless store and told them my situation and was given a deal - buy the battery of a samsung s3 and get it for free - note that i did have a small crack on my screen which the sales representative saw and DID NOT mention anything about there being a damage fee. I understand that on the box you use to return the device it does say that there will be a fee for damaged devices, BUT my issue is - why did the sales representative not notify me? Verizon was expecting back a pantech, not the samsung they sent out ... either way I had to send back my pantech, why not reconfirm there will be a fee?
Crack voided the warranty, hence the 299.99
The rep made a mistake by judging this as a phone that could be exchanged by warranty, when it wasn't. Plus he / she should have informed you about the fees that do occur when / if the phone seems to be physically damaged.
How did you know the phone had a crack?
I called verizon's customer service and told them my current situation, the lady told me to get in contact with my local store in which I did the exchange. Here are my call records:
Friday - verizon wireless center --> local verizon store (was told they will call me back monday after figuring out the problem)
Monday - NO call
Tuesday - I call my local store, the manager was not working and they told me to call on Wednesday which was when the manager will be in
Wednesday - NO manager, and the local store told me they will call me on Thursday
Thursday - I waited till 4pm (California time) and did not receive a call so I called them, they tell me that the fee is valid because "none of their representatives will EVER sell a phone without notifying their customers of any damage fees"
First of all, it took 5 days to even get a solid answer of my bill, and let alone ... the manager can't simply push the "verizon customer satisfaction guarantee, no one will sell a device without notifying customers of fees" slogan around and tell me I'm lying and that fees are valid. I turned to verizon's customer service for help and was told I can return my device and lose the fee, I asked if I would be given my old device back - NO I wont, so then what device do I use? NO device was to be given to me which ***** because I then would lose $150+ initial payment for getting a pantech breakout then the $40 for the samsung battery and was left with no phone.
In this case you could return the phone and use the $300 or even less to purchase another phone of contract (third party sites).
After talking with supervisiors and managers, I was given the last deal - 25% off the $299.99 fee
This would be the best option in my opinion as you'll get a great phone for discounted price
My issue with verizon is that I do not understand WHY customers (myself) have to pay such fines when the issue lays within their customer service and sales representatives. I understand the issue with returning a damaged device BUT i do NOT understand why I am the only one having to pay consequences for this whole issue? Verizon is a big company, so are the under the impression losing one customer is nothing? I will now be returning my samsung s3 and doing an early termination because I am fed up with customer service, I believe it is wrong for anyone to be treated this way and then have to pay. I would rather pay the early termination, then be stuck with people telling me to buy lotto tickets and me to stop lying.
That problem is solely based on the store, and who manages it. Same goes for every other business out there.
Same goes for the Customer Service line. -
Hi, can anyone help? The artwork on the first 32 albums in a collection of about 1,100 have mysteriously changed to a single artist (Wanda Jackson) I have recently added to my collection.
This album was "ripped "from a CD, as are most of my albums. All the albums affected have been on my system for years.
Two things have recently happened which may or may not be significant.
1) I was offered the opportunity to have any missing artwork in my collection automatically found for me by Apple, I declined, and the albums that have changed all had the correct artwork attached.
2) I have just recently installed the latest Software Version 11.0.3
Any help would be appreciated but as I am not computer literate it would need to be simple.
Regards
tayloriscoolIm wondering why my post hasn't been answered yet. I did file a report with the BBB and I had a rude representative from Verizon call me named Steve. He said I can file all of the reports I want and I will just keep getting calls from him. I can understand why my phone couldn't be replaced because of the small crack. I guess I have to eat that one (but it sucks because the lollipop update is what caused the problems) but what about all of the data overage I had to pay for for trying to fix this phone because of a lollipop update. I dont think it is fair to have to pay that as well. In addition, because I have an east coast phone number but live on the west coast, I cannot have tech support after 8pm. Verizon has cut this off. Im very dissatisfied and I have been a customer of Verizon for 13 years. Im hoping for a response this time.
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I have been trying to update my cc info but for some reason it has kept saying the cc info did not match with the bank info so the transaction failed every time I made an attempt to download something even it was free. However, I saw my cc online got charged $1.00 everything I was trying to update my cc info ...why?
Im wondering why my post hasn't been answered yet. I did file a report with the BBB and I had a rude representative from Verizon call me named Steve. He said I can file all of the reports I want and I will just keep getting calls from him. I can understand why my phone couldn't be replaced because of the small crack. I guess I have to eat that one (but it sucks because the lollipop update is what caused the problems) but what about all of the data overage I had to pay for for trying to fix this phone because of a lollipop update. I dont think it is fair to have to pay that as well. In addition, because I have an east coast phone number but live on the west coast, I cannot have tech support after 8pm. Verizon has cut this off. Im very dissatisfied and I have been a customer of Verizon for 13 years. Im hoping for a response this time.
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Gift Card Never Received - False Advertising
Like many of you, I also was promised a gift card when signing up for the triple play package. As I was told that this would be received after having service for 90 days, I waited and even allowed an extra month for processing and delivery. Of course, this did not come and when I contact Verizon, I spoke with several unhelpful agents. I have spoken with one person who was actually helpful and told me she could put the order in, but I was at my wits end after talking with clueless and rude representatives that wasted my time and Verizon's time. Have any of you had a successful resolution? I am planning to file complaints with the BBB about the false advertising and send them the copies of conversations and my documentation that I have. In anyone's experience has this been helpful?
Hi Gizzie26,
Thanks for posting.
I'm sorry for the problems you're having getting your gift card. I can help you with this from here. Click on my username and under the "about me" section you'll see the link to get in touch with us.
Please include the link to this thread when you complete the form and whenever we've received your details we'll take it from there.
Thanks
Paul
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 but 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 :-)
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