Infinity is rubbish and so is the customer service...

for a whole week i have been on the phone to bt talking to loads of different people and getting no where with my rubbish speed alleged 38mb in my area struggling to get 15mb download im not even getting a mb 0.6 is the best i can get!! trying to talk to bt and you get no where all they say is the line tests ok considering i had it all installed by a bt engineer just over a week ago and he got 17mb and said it will improve over time well its not it is getting worse!! im trying to run my own website and upload photos which with my upload speed i am struggling to do, I called again tonight only to have after a 40min wait at 14p per minute and spoke to a guy called ryan i then got cut off after a few mins so had to call back and wait in the cue again. im in my 14day cooloing off period and bt can go and sing for my money i will not pay for a service that im not getting nor the help either if anyone is reading this and thinking of going to bt DONT you will regret it and dont think like i did all companys have a few complaints more i read more dissatisfied customers i find but stuck in there contract.

There is no 14 day cooling of period your right to free cancellation ends as soon as the service goes live
Can you please run the BT speedtest further diagnostic test this test appears after the first test completes and post back the results
http://speedtest.btwholesale.com/
and we may be able to help you further the speed test should be carried out using a wired connection
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’

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Where is that "Comcast Guarantee" and care about the "customer experience"?

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I am a customer Verizon customer of over ten years...I am notgettingany assistance from the customer service department. Since September I am being charged for a Samsung phone that I returned based on the process that verizon has set.return the defective

turn my phone to send Verizon wireless and those instead of the stuff found. I'm not in charge $600 for the for the phone. I'll talk to multiple customer service reps and nothing has really been done about anything other then we'll keep looking or so for stretching it out. since September I've been dealing with thison a month-to-month basis they cut my services they reinstate me and tell me that they're going to knock off the reconnection charge as I have four lines. Unfortunately my main reason for this phone is my work emails which I need to do because I do work and to contact my mother who is 85 years old and I'm the sole caregiver. I don't know what else to do. I have spoken to a supervisor by the name of William or Will oats in that he said he was going to look into it and was going to help me out. Never heard from him again- just original email to quiet me down. I've been sending him emails just about every day trying to make sure that I get my message across. Seems like Verizon Wireless really doesn't care about the long-term customers. Looking forward to hearing from someone that can help me with my plight.process is faulty for returns. You don't accept them in the stores because as one customer service rep stated you can't get your own employees to send the devices back. Now the responsibilities is on the customer the paying customer the one that keeps you alive. And it's not fair that I there's no way I can prove that I put it in the mailbox. So what are my next stepswhat is it that I need to do to clear up this charge of $600. It's about economy as $600 to me at this very point it's a lot of money. I've been your customer for 10 years I've got four lines I've given will my mothers telephone number home number..number but now she's got to sit by the phone to make sure that she picks up all the calls. And nobody can hear what I have to sayand nobody has been able throughout all these months and check your notes check your notes to see how many times I've called how many time you cut my services how many times you reinstated me and how many times that I spent an hour and a half to two hours on the phone going through this process. I think the stress level is to know thqt I did exactly what you asked...I am now paying the price for your faulty process I'm all I'm asking is review my account tell me what I did wrong I follow your procedure so I don't understand....to top it off...my wife hasa per diem job...and she too is affected by loosing out on work leads...
as you can see, the cel is no longer a commodity. It's a way of life.
PLease se call me at -----just remembered....I don't have a service line.

I have a similar problem with my fathers service, it wasns't $600 but what is rightfully your money, you deserve it back, I wrote this complaint on the Consumer Affairs website:
In August 2014, my son went to Target to get a new cell phone and was told his Unlimited Data would still be on his plan (he shared a line on his grandfathers account). Well it turned out that Target messed it up and my son immediately called Verizon to get it taken care of but they were not able to do anything about the lost unlimited data but the customer service rep did try to find the best offer for him. In the mean time Verizon was suppose to send him a new cell phone, they never sent it and he was without a phone so he took his business to another cell provider. Verizon DID charge him for the new service that they had spoke about. So when the new bill (Sept) came, the service he never used was on the bill and when we called to inquire about it we spoke to a Judy and told us we would be receiving a credit of the amount that was paid. Well, we got the next months bill (Oct) and still no credit, so called them again and spoke to a Nadine ** . She looked into the account and saw the amount that was paid and said she would submit it again for a credit and she would get back to me in 2 days, no call back.
The next bill (Nov) came and no credit again, call again but didn't get the girls name and she put me on hold to look over the previous conversations. She said she sees in the records about the credit and said it takes a while to get it thru the supervisor authorization and she would put it in as a "rush priority". On Dec. 5th my dad's cell was turned off, so I call yet again to Verizon, and explain the whole story to them again. This girl explained to me that the request was not put in correctly and that she would submit it right this time, they even turned the cell back on for him.
So here we are today, Dec. 30, 2014, I get the bill...NO CREDIT, call up and get a gentleman in billing, explain this whole thing again and he transferred me over to customer service where I spoke to a Jordan and yet again told him the story. By this time I was fuming, 3 almost 4 months of calling for this credit and he looks into the account and tells me there is nothing that states there is a credit so all the other customer service reps see it but now it is gone. He said he can only issue me a $25 credit to the bill, not even close to what the bill was that I paid. At this point I wanted to speak to a Supervisor and even that was a problem.
He did call me back after my phone died. He put me on hold again to speak to a supervisor himself and said that he can only offer me $100 credit for all my troubles for the past few months. I took the $100 credit because Jordan said if I spoke to the supervisor, the $100 credit might not be an offer anymore so it was either take it or leave it. Now where I stand, they get away with NOT giving the credit due to customers. I am done with Verizon.
today being March 12, 2015, he FINALLY got the said $100 credit...but because of their delay, he service was shut off and I refuse to pay the reconnection fee due to their neglect of a customer of over ten years. My father's service will NO longer be with a place that has NO VALUE in customer service....Verizon robs their customers anyway they can.

Where is the customer service from VZW

Since February 19th I have been trying to Early Edge by eligible phone line and have been unsuccessful through the current day. What I finally got from Verizon Wireless after a 4th visit to the store was that there was a glitch in the Verizon Wireless software that controls validating that a device installment plan has fallen off and it is now eligible to enter a new device installment plan or edge agreement.
First on February 19th they told me it takes 24-48 business hours for the account to update so I got back to the store to find out that I still can't upgrade. Then they supposedly discovered that I had to wait until the new billing cycle so that was the reason why I couldn’t complete the early upgrade. The new billing cycle comes and goes as of the 7th and with no luck still not able to early edge because it still shows an outstanding device loan on my account, which was paid off completely on February 19th. They even confirm it in their system but it wont let them remove it. Now this is all while the special device that was being held for me (Gold Verizon Note 3) was sold without anyone contacting me to let me know. This was after they promised to hold it back in February until my new billing cycle, which in theory should have been the date I could complete the early edge agreement.
So the store manager works and finds a store that’s willing to send him a gold note 3 that they have in inventory. I made customer service over the phone and in the store promise that the device would be held until it could be added to my account. Because the last time the store made the promise they sold the device and didn’t tell me. They didn’t even give me the courtesy of saying we had to sell it but we will work to have another in for you ASAP. This is the abbreviated version of my still lingering frustration with Verizon because it is now March 14, 2014; 7 days past the start of my new billing cycle and they still have not fixed the problem.
See below for more details that I sent to one of their customer service representatives via email:
Sent on March 12, 2014 at 11:18 AM
As I told you by phone I have been trying to make the change in device and use the early edge program since February 19th to no avail. I want to more due diligence from Verizon Wireless when dealing with loyal customers. You guys use to have a statement of “The First Time You Call It Becomes Our Problem.” It seems that Verizon Wireless has done away with this mantra and replaced it with “No Matter How Many Times The Customer Comes In or Calls; It Remains the Customers Problem.” I have physically been into the store 4 times each time spending more than an hour sometimes 2 hours or more trying to find out what was going on with my account. I see that Verizon Wireless not only has a tendency to bounce its customers around from department to department over the phone but that they also do this to their store employees. I believe my total years with Verizon Wireless is in excess of 10 as I started with Verizon just after the purchase of Primeco in the Daytona Beach Area. I have found that as Verizon Wireless grows my experiences have become less and less stellar and more of a pain point. I am a business and management faculty as well as a college administrator so I spend my days teaching others how to become great entrepreneurs and even greater organizations that serve the greater good. One of my focuses is on customer services and the relations of the enterprise. What I see is a company that has grown so big so fast that they have forgotten the cornerstone upon which their success was built.
I hope that my message somehow makes it into a training that Verizon Wireless holds with its employees to remind them that you are a service organization that would not exist without customers. This means that you return to your original mantra of taking on the responsibility for issues the first time a customer calls and not the 4th or 5th or even after they threatened to pick up the pin and publish journal articles or periodicals about the lax services of an organization to big to fail. This also means that Verizon Wireless shouldn’t launch a program until they have "within reason" reviewed all possible scenarios. It would seem that my particular scenario is not one that is so farfetched that it could not have been played out and properly addressed before it ever hit “main street”.
In one of my classes I started teaching Customer Service 3.0 Predictive Services with Drive. I designed this series to anticipate the customers needs based on recognizable patterns in their behavior. This is not a new concept its just one that has been revived from the past. One that Verizon Wireless should actively deploy across its operation. Long-standing customers have certain behavioral trends that can be categorized into a number of vats. The most important lesson in my most recent interactions with Verizon Wireless that have soured my relationship is that no one within Verizon Wireless is willing to own mistakes until the customer explodes. A simple phone call well in advance of the 7th of March could have fixed my biggest issue with Verizon Wireless and the local store in Daytona Beach. A phone that was being held for me was sold and no one bother to call me. The store made good by calling other locations to find that exact same phone and got it shipped and available on Monday but there is still something fundamentally wrong with not being accountable to the customer. When did this become the rule rather than an unacceptable exception to the rule? If the district manager was in fact the person that made the decision to pull the phone and sell it to someone else then the district manager should have acted within the acceptable bounds of “Good Customer Service” and personally called the customer. Our rank within an organization does not negate our responsibilities to admit ownership of our decision(s) even if there are consequences.
I heard that another employee ordered the same phone from a Verizon store in Tampa and had been waiting and apparently they didn’t know whose phone came in. I know that this was a bunch of lip service because the phone that was ordered for me came from within the district and it was setup so that an employee could pick it up the next day and bring it to the store. I know it was the phone that was meant for me because I was in the store that next day which was the first day we tried to activate the phone and learned that I had to wait until the new billing cycle. Don’t try and insult a customers intelligence because you only serve to make a mild situation even worse. I was in the store when the the location that had the phone was called and it was staged for pickup by an employee that lived in the area but worked at the Daytona location. My trust in an organization that would pull such a stunt and think that I would actually believe it drops lower than the approval rating currently held by the US Congress. Lie to me and our relationship becomes nothing more than a guarded transactional one.
My trust in Verizon Wireless has been destroyed by the actions of a district manager. It does not matter how much effort the store manager Angel or even yourself have put into making it right the fact still remains there is a fundamental wrong that only the district manager could hope to fix through a written apology. Because this person elected not to do so my resolve in no longer being a strong promoter of Verizon Wireless among peers and students is gone. Because I now perceive Verizon Wireless to be disloyal to its customers and unwilling to admit fault. You cannot offer apologies for the actions of a district manager nor can the store manager. It would be the equivalent of me denying some student privileges that he/she was promised and passing it off on someone else because I don’t feel I should have to be bothered with it.
It is my hopes that Verizon Wireless returns to its fundamentals of quality customer service not just on the surface but also at the very roots of the organization. The cost to acquire a new customer is much higher than the cost to retain an existing customer. There are 112 textbooks that echo this sentiment.
The 112 books was an exaggeration I can only physically put my hand on 13 that are on my bookshelves.

Nicely written, but alas it will fall on deaf ears and blind eyes.
The problem here is not the store manager, the district manager or the untrained personnel in the stores. It comes down to supply and demand and the act of securing customers.
You wanted to stay with Verizon, you were willing to purchase another device, the relationship is then you are purchasing goods or services to remain a customer. The snafu is your account was not updated. Then because the people you spoke to did not have an answer for the situation, they lied to you.
Not a good business decision on the face of it, however after being lied to, after having your device sold out from under you, your decision is now to proceed to get that device replaced and remain a customer.
The long tirade you wrote is more effective if you simply cancelled your relationship with Verizon Wireless and show you are a informed consumer via walking to another service who may value your money more. You will note I did not say 'Value You More" since over the last few years customer services have rapidly declined at Verizon Wireless.
Profits for the shareholders ( yep my wife and I own a load of Verizon stock) and insane payments to the management are now focused on making money over the slight annoyances of a small minority of customers with varied issues.
You see 120 Million customers is what they are looking at. The shear numbers mean a few hundred thousand customers leaving or posting how unhappy they are is minuscule so until that 120 Million drop down to 60 Million or even less Verizon Wireless will not be in any hurry to placate you or 59,000,999 customers until the bottom line is affected.
I hope you actually get your device, I would be very surprised if they tell you another story on Monday which 100 text books would not have any bearing on taking care of the customers.
Many times people can teach but in real life the world is not a text book. There are no flow charts to handle the scenario that get in the way.
Good Luck

Is this the customer service quality that BT reall...

Hi
I started out with a reletively simple problem to solve: I wanted to set a bookmark in my browser to enable me to get to BT Mail without having to go throught the laborious MyBT signin/ Email link combination.
So, I start out with the BT Help link after logging in to MyBT. Simple eh! NO! I get a web form asking for my BT email address (to distinguish between Yahoo and BT I suppose) - so I enter my valid and perfectly working BT email address (ending in @btinternet.com) and this now gives me a page telling me that they don't recognise my email address! Bear in mind, I do and can access my email via an email client (Thunderbird) and via the MyBT Email link - all working perfectly.
On the page telling me that my email address isn't recognised, it provides a box spouting about BT Tech Experts and their telephone number - easy eh! NO! The telephone number only gets a response saying the number is no longer in use and giving another telephone number (which leads to BT Help OK, but NOT the BT Tech Experts), and the person there really can't help me with my initial problem anyway.
All of this, then, I find that BT Tech Experts is a charged for service which I do not have a subscription for anyway - the part where I was directed to them SHOULD HAVE SAID I need a subscription for the service (it didn't matter anyway as the Tech Experts telephone number didn't work)
What a stupid amatuerish process from BT!
I went through all of the above with the very polite BT Help person on the phone number I ended up on, and although he says that the issues will be pursued and from past experience with BT, I am very dubious about anything being done about it.
I will post another message here about my original question (bookmarking BT Email)
Regards from Livingston, Scotland

Hi, I cant beleive the customer service that BT give...NONE...I have been trying since last July to sort out a faulty phone line, my Bt,com email that I have had and used for couple of years btinternet.com. My email has been compromised twice, I am on Yahoo.co.ireland.uk, which I had years ago!!!!I have changed password 10 times security question about 5 times and still I am on an old Yahoo site that I left years ago... When I say that I am paying for btinternet and have been for couple of years, that my email was on bt,com, even though as you say, a palava ...I worry now about using my email, I dont trust it, and all thay say is, its Yahoo's fault, and its all changing over, (I changed to BT.Com with ID etc.,) WHY do I have to put up with YAHOO email, with messenger!!! which I dont trust???? WHY has it using YAHOO? Im not paying for that...They say, use another email account, such as Hotmail..!!!??? WHAT? Well email is free (apparently) with broadband internet, from BT, so I dont have to use it...I have all my contacts, doctors, council etc on there,...Am I going mad. I feel like I am...I only get 2.1mb since the big BT change over,, I pay £36.00 a month for phone line and broadband plus all the add ons they put on when they incresed there prices...Cant be right can it?
It took months to get engineer to come and fix phone line, wire was loose and the wiring was very old...twice I had text from someone saying it would take 3/7 days to fix, I didnt see anyone but got a text saying "phone line fixed" well it wasnt...another appointment, didnt see anyone, only a text saying phone line fixed...Had appointment for engineer to come to my home, was told I could be charged £148 something pounds!!!!!! Guess what, he never turned up....
Eventually phone went completely dead, engineer came, OH YES, wiring in BT box had come loose, because it was such an old box!!! GGGGRRRRRRR All this time I had problems with my Broadband connection as well, after months again, they (I found out) that my Hub was broken and OLD HUB 2...They sent me hub 3 fixed phone line, after 7 months...
I cant cancel my disgusting package, I cant use my email...and I CANT DO ANYTHING ABOUT IT!!!!!!!
BT IS DISGUSTING.
Phwoar, sorry about rant

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Mod edit: [Title to more accurately reflect content]

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how can i complain the customer service provided from the apple retail store? i really feel disappointed with that!

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To contact product and tech support: Contacting Apple for support and service - this includes
international calling numbers..

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.

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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.

What happened to the Customer Service Survey???

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Outsourcing, no training, poor resources and emulators, confusing plans, deals, and promotions.

I can not re install Adobe Acrobat 7.0 professional on my computer. It is saying a qualifying product is not detected. I cant even get through using the customer service line they provide 800-272-3623. This is the worst interactionI have ever had with a

i can not re install Adobe Acrobat 7.0 professional on my computer. It is saying a qualifying product is not detected. I cant even get through using the customer service line they provide 800-272-3623. This is the worst interactionI have ever had with a company.

Hi joej49728017,
I am so sorry for the inconvenience caused. However this is just because Adobe Acrobat 7.0 is an outdated version & the now the activation server for it does not exist.
Please refer to the following KB doc. Error: "Activation Server Unavailable" | CS2, Acrobat 7, Audition 3
The above link will help you to install a special version that does not require activation.
In case you further need any help, please let us know. We will be more than happy to help you.
Regards,
Aadesh

How do I private message the customer service rep on here?

I go to the profile for the customer service rep but there is no way to send a private message..

The information is in the Community Announcements space. How To: Direct Message

Infinity is rubbish and so is the customer service...

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