Insurance Service is AWFUL

HTC Thunderbolt - yes, I know, first generation phones have issues a lot (yadda yadda) but that's not the point. It's the phone I have...
In a nutshell:
Phone broke. I had insurance. Called in. Spent $75 for a new phone to come to me and authorized the $275 hold on my credit card.
New phone arrives in four business days.
No 4g. No 3g. Only 1x. Tried a slew of different fixes - nothing worked.
Called in. Requested new phone. New phone sent out.
Received new phone in six business days.
Sent back old two via the provided shipping labels.
Just discovered today the front facing camera does not work, all black.
So basically, phones are clearly not tested to make sure they work. They just send pieces of junk. Now I have to call the insurance dept again to have a third phone shipped out? This is getting ridiculous. I want my $75 back and them to pay me for my time which is not free in dealing with this. I use my phone for personal and business needs and am definitely leaning towards Apple for my next go.
Thought I'd voice some frustrations here for public view. You would think that it should be simple: I get a new phone, it works.
But nope. Oh and of course, I have to cough up money for new screen protectors too.
PS: I'm just tired of having to deal with this. I don't want to call in and wait on hold and talk for however long, wait another week, and just hope this phone works, reinstall all my stuff/etc. I just want to go to a store, get a phone, have it work, the end. But nope, buy at a store, but insurance is 800 number nightmares. Too bad I can't get a different phone that actually works since the HTC thunderbolt is a joke and gets worse reception than old school droids and keep my old unlimited plan...
PPS: I should have known I was in for trouble when the phone boots up, the lightening/thunderbolt sound it is supposed to make sounds majorly distorted. That should have been a first clue I got mailed another bogus phone.

UPDATE: Have sent the following to company and parent company:
Hello,
This email has been sent to both Global Warranties and the Wireless Protection Program emails as I am not sure which is the appropriate email to write to. The phone number I am provided to work with is: 866 582 6716.
Please reference account: ----------- for the following:
I am sending this in writing, because I am having serious trouble with having my problem resolved via phone calls and now want a formal paper trail for reporting to the Better Business Bureau if we cannot reach a reasonable outcome.
Here is where we stand:
Case opened 06/19/2012 due to broken phone and Global Warranties contacted for insurance replacement of said phone.
$75 fee charged for the service. $275 placed on hold on my credit card until original phone shipped back.
Global Warranties sends replacement phone as agreed
Replacement phone arrives and is broken - it does not connect to 3g or 4g and multiple steps were taken to correct this issue to no solution resulting in wasted hours.
Global Warranties contacted regarding the issue, apologizes profusely and sends a second replacement phone.
Replacement phone arrives and is broken - the sound does not work for ring tones, loud speaker, music, etc. The front-facing camera is non-functioning (black screen). Assembly is not correct as bright light flashes through bottom of screen.
Global Warranties contacted, I am informed that a new replacement phone will be sent out after I send the original phone (the broken one I had) and the first replacement phone. I want my $75 back for all the hassle and having now received two broken replacement phones instead of a working phone. I am informed the escalated customer service dept will contact me (I believe the person in charge of that dept is named Adam). This call is to take place within 24 hours as stated.
Adam calls two business days later (4 actual days later) and leaves a voice mail which is barely able to be made out. It sounded like he stated a new phone was sent out and leaves only the generic 800 call back number.
Global Warranties contacted and I asked to speak with Adam. I am informed that is not possible and I cannot be provided his contact information. I ask to have Adam call me back with a way to contact him and I am informed that request has been made.
So here is where we stand:
I have mailed in my original phone and first replacement phone as instructed. I am working with the second replacement phone which is broken but I need a phone before I can send it in. I have NOT received the third replacement phone so I can't send this one in until I get it. I have no way of tracking where that third replacement phone is as I do not have tracking information for it. I can't use the label I was given by Global Warranties to send in this phone until I get a working and fully functional replacement phone. The escalated customer service department has NOT contacted me nor have I received a voice mail to reflect they have but I missed the call. I feel as though I have become lost in a crack of poor customer service and, frankly, customer service that does not care about their customers.
I need to know what the plan is by Global Warranties to fix this. This is most likely the first time you have heard of this situation so please understand this is an information gathering email rather than a formal complaint. I am hoping that once provided this information, we can resolve this.
So here is what I propose:
My $75 back which I was charged. This will offset some of the amount of time spent and the impact this has had on both my personal life and business as this phone is used for both. We are not talking minutes on the phone, but hours.
The $275 hold removed from my credit card since I have fulfilled the agreement on the first phone call which that authorization was placed (the return of my original phone and the fist replacement phone). At no time was I informed I will have that hold continue throughout this process of receiving multiple broken phones.
A call from the escalated customer service department to explain why they chose not to contact me a second time as I requested and was told they would.
Full retail credit to go to the local Verizon store to purchase a comparable phone. As per my discussion with the second-to-last customer service representative I spoke with through Global Warranties, it sounds like there is an actual problem with the make and model of my phone and that this is going to be a reoccurring issue.
If I am sent a third non-functional HTC Thunderbolt, then that would be even more proof of the before mentioned statement and I should receive full retail credit to purchase a comparable phone at a local Verizon store.
Please note that this has now taken a month of my life to work with broken or barely functional phones as of today's date. This is simply a matter of wanting the full service and fully functional phone that the insurance was paid for.
Thank you for your time in this matter. I am sure we can find an equitable solution.

Similar Messages

Press 1 if you think Verizon Customer Service is Awful

I consider myself Verizon's idea of the "perfect" customer.
First, I have the FIOS Bundle package (phone, internet, TV) with all the bells and whistles, including all the movie channels and sports packages.
And, until very recently, I was a longtime Verizon wireless customer.
The problem is that Verizon treats me like I'm some kind of idiot. I get an e-mail that reads (in part): "According to our records, you have not yet accepted the FiOS Bundle Customer Agreement that contains the terms and conditions covering your Verizon FiOS Triple Bundle. In order to receive the discounts associated with this bundle for 12 consecutive months, please review and accept the agreement...."
OK, fine. So I click the link. It asks me for my username and password. I try to use my Verizon logon. No, apparently that doesn't work. I need another username/password.
I call up support, and after going through a bunch of convoluted menus, I get through to a human being who says I need to talk to someone from e-center. {word filter avoidance} Apparently, I need a username and password from there. I tell the customer service person I'd like to confirm my bundle via the mail. "I'm sorry, you can't do that. We need you to confirm this online so that we have recourse in case you cancel."
Really!! That's funny because I didn't have to go online to confirm my cell phone plan (formerly with Verizon), and I sure {edited} don't need to go online to any of the other bills that have for electricity, gas, water. Apparently, FIOS is so incredible you can only do it online. The customer person says, "It's like a digital fingerprint!!" Oh, really! Gosh, thanks!
So I realize nothing will come of this rant, but you {word filter avoidance} who run this company should really {please keep your posts courteous} try calling your own company's customer service lines to see what it's like.
And while I'm at it, as a former Verizon shareholder you really made an idiot move by not coming to some sort of agreement with Apple to be the exclusive carrier of the iPhone. I give you kudos for investing so heavily in fiber so many years ago, but your customer service is awful. Just awful.
Message Edited by KaLin on 01-14-2009 11:48 AM

1,1,1,1,1,1,1,1,1 !!!!!
Your post on the forum is DEAD ON !!! I've spent two days trying to deal with Verizon. The customer service is NON EXISTANT !!! It took 6 hours (at my work) trying to find somone who even remotely knew where and how to begin to help. Unfortunately, (status quo) I was put on hold and we were disconnected. Gee, I'm not too ticked off at this point, I've only been disconnected like 20 times since.
After going home, and spending another 2 1/2 hours on the phone with Verizon, the issues with the services I chose are straightened out. I think???
Now .......I'm trying to activate the bundle online. WHAT A JOKE !!!! Their stupid www.verizon.net/fiosbundleterms website doesn't work. After reading other posts, it appears mailing it in doesn't work either.
I'm so sorry I ever switched from COMCAST. At least their customer service system worked. I am regretting the day when I have real problems, like with the equipment, etc. Hats off to the COMCAST customer service !!!
Dear Verizon,
If you even care to read these forums you will do SOMETHING about your customer service issues. It's apalling. I spit on you. Please tell me what you spent the MILLIONS of dollars on.
signed,
a very ticked off customer.....
(and it's only been 2 weeks since the install)

Customer service is awful!!!

You win. I give up. You're customer service is worse than your neglected equipment. Time for me to seek a more accessible and reliable phone company. In my case a functioning landline is a matter of life or death. Your unreliable service and support is totally unacceptable.

Could you specify what the problem is that you are trying to solve?

Why is VZW customer service so awful?

On 11/30 I ordered an iPhone 6 through the reseller at Costco because they had an $80 rebate for a qualified update. Although I didn't expect it soon, I checked on it at the store on 12/5, where they told me that it had been damaged in transit from VZW in Pennsylvania and delivery was refused by the reseller's warehouse, so it would probably be another 4-5 days. No big deal, but when I checked at the store today, there wasn't any more news. The order came from VZW and wasn't delivered to the reseller, so it's VZW's responsibility (it was likely broken by FedEx, but that's between VZW and FedEx.) The guy at the reseller's booth said I had to call VZW to cancel it. I called VZW in the store, but the guy on the phone couldn't tell me much of anything. The reseller offered to cancel (although I'd lose my rebate), so I asked them to check on it. When I got home, i saw the order on MyVerizon with the FedEx tracking number to the warehouse showing that it had been refused and a notation from FedEx to contact the shipper. Online chat said they couldn't do anything, and at that point I was ready for retention anyway. I was on the phone with "Adam" for an hour or more (I hung up once and he called back), during which time he said the reseller should have reordered (maybe, but they refused the damaged phone), said I should have bought it through them (the reseller's deal was better and I didn't have to wait an hour to talk to someone at their Costco booth), told me it wasn't VZW's fault (it's their phone until it hits the reseller, so yes, it is), kept saying it was a $750 phone and a claim had to be filed, and pretty much gave me service that was both rude and inept. However, he did offer to give me the same deal I'd get off the street if I cancelled the order and stayed with VZW and got a Droid Turbo - generous!
So, whatever dear VZW bots are trolling these comment threads - can you give me one reason why I should stay with you?

The phone was shipped by VZW and arrived damaged. If it had been damaged by the reseller after receipt, it would be their problem. However, it's between VZW and FedEx, and the FedEx tracking screen says "Damaged - delivery not completed" (which may mean it never left FedEx's facility near Seattle if they saw it was damaged). Regardless, FedEx is acting as VZW's agent. The reseller probably should have followed through to find out why a new phone wasn't sent, but VZW should have sent one as soon as it was clear that it didn't arrive - and if FedEx didn't return the iPhone's corpse to VZW after noting it was damaged, that's between VZW and FedEx.,
Regardless, the phone rep was bad. Really bad. Bad enough to alienate me when I don't have much of a network alternative at home apart from WI-Fi calling,

Comcast (or Xfinitiy...fancy name for same garbage) cable service is AWFUL.

Anyone else unable to play On-Demand whenever you want to? This service is so unreliable - whenver we choose to use On-Demand, we get "unable to process your request, please try again later". I can't tell you how many times I've heard that. I'm still trying again. The only way they are able to get away with such garbage service is by being the only game in town. I am amazed that we still live in a world where monopoly players provide garbage service. If there was full competition we would not be dealing with this. To make matters worse, Comcast continues to raise their prices. If I had a reasonble alternative I would switch in a heartbeat. I'm so ready to cut the cord and be done with these idiots. This is the sort of thing to post on YELP, but these morons don't care because there's no other alternative.

I have this issue ALL the time lately too! They tell me it means that there is a poor internet signal coming into the house. We had a tech out that checked and confirmed that... now we are just waiting to have someone else out to fix the problem. Maybe that is the issue for you too? Still very frustrating!

Creating a service material.

Hi All,
One of the user has sent a request to create a service material (Security Software). This is mainly for to improve security of the current billing cycle. I used T-Code MM01 to created the material but later on instructed to create this material using T-code AC03. What is the difference of these two t codes when we create service material.Please explain.
Thanks,
Ama

Hi,
Service Material: Service is an intangible material. Since services cannot be stored and regarded as non-transportable and non-stockable. Typical services are commercial services, transport services, bank and insurance services, goods from cultural organizations and the mass media, as well as services provided by the public security forces or the education and health sectors.
In case of Service ( if vendor providing to you)
To map in SAP, we do maintain Service master (AC03) and create purchase order (ME21N) to vendor mentioning Cost Object and Item Category (D).Then service receipt in ML81N, Invoice verification ( MIRO ) and payment to vendor (F-53)
In case of Material:
We do create material (MM01), Purchase order; receive goods (MIGO) physically and Invoice verification and then payment to vendor.
Note: Also Services are managed in the SAP R/3 System with DIEN material type (if you are providing service to customer)
Regards,
Biju K

Awful, terrible, good riddance Verizon

Goodbye Verizon Wireless, I'll NEVER come back. Last month, I bought a new phone, activated it on a new carrier, which canceled my service with Verizon Wireless. My contract was up in less than a month. So what does Verizon do? They charged me $140 early termination fee, for cancelling 3 weeks before my contract was up. I expected an early termination fee, but $140 for less than a month? Bad call, corporate postpaid greed. Like I told the customer service guy when I called "This is exactly why I left Verizon, the reason you regularly have the lowest customer service rating in the country year in and year out, and why a lot of people I know intend to leave you after their contract is up. Your practices are awful, your customer service is awful, and I'll use two tin cans connected with a string before I ever come back to your awful company." I had already decided to leave Verizon due to its blundering of timely updates (I had a Galaxy Nexus, Nexus devices are supposed to get updates first, and fast. My CDMA Nexus was routinely the LAST variant of the phone to receive updates), blocking of Google Wallet (simply to cut out competition for ISIS), and increasing rates. I also wasn't happy that in order to upgrade my phone, I would lose my unlimited data, or I could buy a phone for full retail, activate it on Verizon network, and retain my unlimited data. BUT, if I bought my own phone for full retail, I would have still had to pay for the hidden subsidized charges in my bill, and not receive a reduced bill even though I didn't get a subsidized phone through Verizon. So I bought a Nexus 5. There is a reason Google didn't release a CDMA variant Nexus 5. It had nothing to do with the CDMA technology, but because of Verizon's continuous update blunders, blocking of Google apps, and insistence of installing their junk bloatware on phones. For the past year, I have advised friends and co-workers to stay away from Verizon when shopping for a carrier, and I will definitely do my best to shy people towards ANY other company when I can.

Wholeheartedly agree with all you've posted. Unfortunately I'm stuck with them for another year, then I'm going to jailbreak my iPhone and take it to another carrier. I have awful coverage here at my new home in Florida and literally the only place I can make a call and not have it drop or the voice drop out is in the Master bedroom - and even that's not too good. Can you hear me now, VZW? I live 4 blocks from US 19 here in west Florida and cannot make a phone call with any degree of confidence that I'll be able to hold an intelligible conversation
The final straw is this new "Family Plan" that I'm forced to use when I only have my phone on the account. The same plan can be had from T-Mobile for $20 less per month. It was only $10 more until I opened my bill this month and discovered the data rate hike that we weren't notified about. Oh, yeah, and the usual fees, taxes, etc. that are never fully explained, and can't be.
There is another experience I had with VZW that I could write about, but it's too long to bother. Customer service is a total joke, and VZW doesn't care a whit.
Worst company I've ever dealt with, and that's the truth.

Reg: Services

Hi all,
Generally Services cannot be procured fro stock. Then what is the use of Valuation class in Service Master. Plz clarifty.
Cheers
Uma

Hi
The following link may be useful for you to go through the following link
http://help.sap.com/saphelp_47x200/helpdata/en/dd/55f630545a11d1a7020000e829fd11/frameset.htm
You may pl pay attention to the following paragraph
Services
Services are represented and managed in the SAP System as materials. Services are immaterial goods that differ from other goods, particularly in that their production and consumption coincide. Services are generally regarded as non-transportable and non-stockable. Typical services are commercial services, transport services, bank and insurance services, goods from cultural organizations and the mass media, as well as services provided by the public security forces or the education and health sectors.
Since services cannot be stored, a material master record of this material type does not contain inventory data or inventory management data. No fields for gross weight, net weight or unit of weight are included in the basic data for a service, as are for other material types. Services are managed in the SAP R/3 System with the key DIEN.
Regards,
Jagadeesh

Has anyone else notices the bad service verizon has now!

i dont no what happened to verizon cost service it gotten just like the rest not worth the money at all !

Do you mean not having email support? Well they all removed that feature.
Do you mean chat that is never available? Yep most of the others have the same problem. (Because they took away email I would suspect)
Do you mean long wait times on telephone service? Yep 120 Million customers and they hire 100 people to handle your concerns. Terrible.
No service via Twitter, or Facebook or even the forums unless you want corn ball replies. Yep That is absolutely terrible service.
You could write them a letter, but hey they will deny getting it and you waste postage costs.
The only way to insure service is go to the corporate store for questions etc. But they no longer repair the devices there any longer.
Verizon is throwing away customer support services since it costs money, your only real avenue is writing your issue here and hopefully another customer will help you. That is a sad state of affairs.
Good Luck

Reg Service P.O

dear gurus,
what is service p.o and what is the use? what is the procedure to create the service p.o?

HI,
Find the details:
What is service PO ?
Service is an intangible material. Since services cannot be stored, a material master record of this material type does not contain inventory data or inventory management data. To map in SAP, when you procure service from ur vendor, we do maintain Service master and create purchase order to vendor mentioning Cost Object and Item Category (D). Service Master records(AC01)ESM is used when you procure "SERVICE" from your vendor.( Steps are: ME21N with Item Cat. "D" with Acc. ***. Cat. "K" or "C", ML81N, MIRO & F-53).
Example: You want to paint your building and you given a contact to your vendor (Civil Contractor) and he charges square/ft basis. Now you know your total areas of building and create the Purchase Order to vendor stating that 10000 Square feet of quantity to be pained and $10 per Square feet. The total Purchase Oder Value is $100,000
Here how you action is painting and how you measure It??? So [ ]Painting[ ] is here Service material and total Service Material Cost is Rs. $100,000
What is the use?
Services are represented and managed in the SAP System as materials. Services are immaterial goods that differ from other goods, particularly in that their production and consumption coincide. Services are generally regarded as non-transportable and non-stockable. Typical services are commercial services, transport services, bank and insurance services, goods from cultural organizations and the mass media, as well as services provided by the public security forces or the education and health sectors.
What is the procedure to create the service PO?
When ur creating service PO(ME21N), u have to maintain item Catagory "D" and an account assignment catagory as per ur requirement(K or C). U can not enter ur material here only u have to maintain short text of material. Also u have to enter ur material group and plant .This is in item Overview details.
In the "Item Details" u enter your service master or activity number u created in Service master then quantities, gross price.
Steps are:
1) Maintain Item Category as D
2) Keep material code field blank.
3) Enter description of service & other fields in the PO Item Overview level. Press Enter.
4) System will prompt you to maintain services at Item Level. Maintain your service master number / service descrition & other fields (quantity / rate / account asignment such as cost center)
5) Save the PO.
Service entry sheets(SES),When your vendor provide service, you will entry in ML81N w.r.t. PO.You can have u201CNu201D number of SES w.r.t. PO. Next step is MIRO ,enter invoice w.r.t to SES and payment in F-53
For more check the link:
http://help.sap.com/saphelp_47x200/helpdata/en/7e/cb85b443a311d189ee0000e81ddfac/frameset.htm
Regards,
Biju K

Service down to 1 bar

We moved to a new home in the center of town & our ATT service is awful!! I barely get 1-2 bars & it keeps dropping all of our calls!! I have an Iphone 6plus & feel as though I'm working off of a flip phone....I may as well not even have a smart phone!!! I called & notified ATT & was asked if I had "copper pipes in my home?" My husband works construction said "all homes have copper pipes!" Also, I was told that the towers near my home are "very busy!" Uhhhh....doesnt that mean ATT needs to address this failing issue!! I was told I could buy a microtel for $150 with a $75 rebate....wooohooo you mean I get to pay more just to be able to use my service!!! I feel totally cheated by ATT & really wish I could switch services so that I could actually use my smartphone!!!

Hi
I’m sorry to hear that there is no AT&T coverage in this area. While our goal is to be able to provide reliable service to everyone in the US, unfortunately we are not yet in a position where we are able to do so. Customer feedback on where you need service is very important in our future plans! I recommend trying our AT&T Mark The Spot app to capture the location of areas where there is little or no service. This information is then used to plan future network improvements. We realize you won't be able to report network issues from the app without wireless service but you can mark a place on the map and report the issue when service has been restored or you can use Wi-Fi. Visit the app store for your device manufacturer and download the AT&T Mark the Spot app.
Mark the Spot is free for AT&T customers to download:
Get Mark the Spot for iPhone
Get Mark the Spot for Android
Get Mark the Spot for Windows Phone
Get Mark the Spot for BlackBerry
For more information on using the app please see here.
I hope this helps!
Charise

HT4759 I have never used "iwork for cloud beta" or "google chrome" to my knowledge to print. I wish icloud to please and thank you for you to delete this information! as it shows in the advanced settings for icloud when I was trying to print an index of

My note on my ipad and Iphone have an index of the notes to the left on my copnuter! I wanted to only print the index and the date after the index. The computer would allow me to print the note but not the date it was indexed or the title to the left! of the index date! Has anyone ever had this problem! I am changing laptops and wanted to keep an index printed out for references but delete all the notes from this old notebook!
Please note my Ipad automatically changed to the ios7 update even when the Iphone 5 was with my spouse in Norfolk Va. I had purchased an iphone 5 in feb with 32 gb verses 16 I was happy with it until I thought I was updating itunes to fix bugs and fixes. It updated the ios7 program and the whole look of the iphone five changed and I am over 58 and have trouble keeping up and did not want to update! I callled and had 436 days of insurance left on my phone and I asked them to keep te money for the upgrade and just give me back the 6ios. of course it is know. Apple was trying to helpe get up to speed but the calendar was given me the most difficulty not being able to see appts forward enough to plan very well! My spouse is retiring from the DOD and for the first time in his life can have his on cell so I gave him my 5 and still had my old 4 got my ios6 back and just now the phone is feeling pretty comfortable again for me. The only thing missing is siri i do miss her! I never anticipated that my ipad would change to the ios7 on its on but the applestore in Tampa said that yes that happens oops! I now will try to self educate myself on the ios7. I love my ipad but wish it had not jumped to the 7ios. big problem again is I have is on my 5 it wasa a 32 and I have double or the max of icloud storage but just learned at the apple store that icloud does not store your photos on the cloud. I am a grandmother and the soul pupose of me purchasing so much icloud storage was for my grandkids pics and now I found out you guys don't do this. Where do you store the photos for people? Help! have mercy on me because even though the 436 days of service from Icloud left on my iphone 5 my spouse is the only one that can use it even tho my ipad automatically switched to the ios 7. Really am trying to work with you apple because I think you have a better product but as far as customer service you can make an appt at the service center an hour away and then wait inline for 40 minutes for the genuis bar guys to make you feel like an idiot for not figuring this out on your own or I have to pay just to talk to your service department after I already have in my name 436 days left on my service contract! The contract only goes with the phone even though your update changed my ipad also! A little customer service that is given free of charge when you have some one really trying to educate themselves on and ios7 that they didn't even want would go a very long way toward keeping your customers happy otherwise once a more friendly tech company that offers the better product tops you. Its over! You have a great product and people are paying you to help them lean how to navigate it! The problem is once you have mastered one system that system is updated and you start over! Maybe you could offe something for everyone! You see my husband doesn't have to ever call apple because he has and IQ to high to measure! Unfortunately the service I payed for is with his phone and I now have and I pad with the ios7 that converted automatically and when I call they tell me I must be told there will be a fee charged for this service! One question I asked the support center apple store is how can the ipad convert when the iphone 5 is at the Norfolk Navy Base with my spouse and the ipad is here in Spring Hill Florida with me. She said it just happens! The service center nearest available to me is 1 hour away and I need an appt. With them to ask a simple question!. Time is a commodity that is becoming more dear to me every day and it seems I am spending a great deal of it trying to solve a somewhat simple question to the experts no more than a 3 minute conversation could set me on the right track but I can't even buy insurance service for my ipad that just converted to ios 7 on its's own! Sincerely I could use some help
<E-mail Edited by Host>

My note on my ipad and Iphone have an index of the notes to the left on my copnuter! I wanted to only print the index and the date after the index. The computer would allow me to print the note but not the date it was indexed or the title to the left! of the index date! Has anyone ever had this problem! I am changing laptops and wanted to keep an index printed out for references but delete all the notes from this old notebook!
Please note my Ipad automatically changed to the ios7 update even when the Iphone 5 was with my spouse in Norfolk Va. I had purchased an iphone 5 in feb with 32 gb verses 16 I was happy with it until I thought I was updating itunes to fix bugs and fixes. It updated the ios7 program and the whole look of the iphone five changed and I am over 58 and have trouble keeping up and did not want to update! I callled and had 436 days of insurance left on my phone and I asked them to keep te money for the upgrade and just give me back the 6ios. of course it is know. Apple was trying to helpe get up to speed but the calendar was given me the most difficulty not being able to see appts forward enough to plan very well! My spouse is retiring from the DOD and for the first time in his life can have his on cell so I gave him my 5 and still had my old 4 got my ios6 back and just now the phone is feeling pretty comfortable again for me. The only thing missing is siri i do miss her! I never anticipated that my ipad would change to the ios7 on its on but the applestore in Tampa said that yes that happens oops! I now will try to self educate myself on the ios7. I love my ipad but wish it had not jumped to the 7ios. big problem again is I have is on my 5 it wasa a 32 and I have double or the max of icloud storage but just learned at the apple store that icloud does not store your photos on the cloud. I am a grandmother and the soul pupose of me purchasing so much icloud storage was for my grandkids pics and now I found out you guys don't do this. Where do you store the photos for people? Help! have mercy on me because even though the 436 days of service from Icloud left on my iphone 5 my spouse is the only one that can use it even tho my ipad automatically switched to the ios 7. Really am trying to work with you apple because I think you have a better product but as far as customer service you can make an appt at the service center an hour away and then wait inline for 40 minutes for the genuis bar guys to make you feel like an idiot for not figuring this out on your own or I have to pay just to talk to your service department after I already have in my name 436 days left on my service contract! The contract only goes with the phone even though your update changed my ipad also! A little customer service that is given free of charge when you have some one really trying to educate themselves on and ios7 that they didn't even want would go a very long way toward keeping your customers happy otherwise once a more friendly tech company that offers the better product tops you. Its over! You have a great product and people are paying you to help them lean how to navigate it! The problem is once you have mastered one system that system is updated and you start over! Maybe you could offe something for everyone! You see my husband doesn't have to ever call apple because he has and IQ to high to measure! Unfortunately the service I payed for is with his phone and I now have and I pad with the ios7 that converted automatically and when I call they tell me I must be told there will be a fee charged for this service! One question I asked the support center apple store is how can the ipad convert when the iphone 5 is at the Norfolk Navy Base with my spouse and the ipad is here in Spring Hill Florida with me. She said it just happens! The service center nearest available to me is 1 hour away and I need an appt. With them to ask a simple question!. Time is a commodity that is becoming more dear to me every day and it seems I am spending a great deal of it trying to solve a somewhat simple question to the experts no more than a 3 minute conversation could set me on the right track but I can't even buy insurance service for my ipad that just converted to ios 7 on its's own! Sincerely I could use some help
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My phone problem

My Phone Problem
In April 2013 I signed 2 year with me and my wife.
I picked an HTC android phone that they had offered when
you sign up for I think $50-100.
In November I accidentally cracked the screen. I went to the
local store where I bought the plan and they checked my account and saw that I
had insurance. Then they made sure I did not enter the pool of people being
helped in the store and gave me a pamphlet and said to call this number and
they will help you. I felt a little pawned off but thought ok this is how its
done so lets call them and they supposidly overnight you a new phone after you
pay $100. I'm not even gonna go into the paying $100, my problem was worse
here, the $100 was nothing.
I went home and called the number but it would not ever let
you talk to anyone and it kept saying to do it online. So I filled out the
claim online. I got the new phone right
away but it would not hold a charge. I tried the new charger it came with, the
old charger, then I switched batteries from the old phone and it still would
not hold a charge. I could charge the battery in the old phone and put the
battery in the new phone and it would drain right away. So I look at a few
threads and there seems to be an issue with this phone and something about the
charging port. So I go back to the store and they listen to me and use their
charger/tester on the phone and say yes we agree it is not charging. They said
I have to wait the two years to get the upgrade or they could finance me(make
payments) for a new one. I politely explained I don't think I should have to
pay $500 for a new phone because I happened to pick a crappy one that you
offered in your store. Then they told me to call the insurance number again and
escorted me to the door!
So I call the number again and they run you around on all
kinds of automated questions and make you give them numbers off of the phone
and after about an hour I got to talk to someone. He then very procedurally
made me plug the phone in the charge and tell him if the charge light and the
meter in the menus says its charging. I explained yes, but that's the problem
it looks like it's charging and it actually is not charging cause the battery
power decreases. I told him I went to the local store to confirm this and they
agreed. He then told me I would have to leave it on the charger for a couple of
hours at least before using it and that's all he can do and to call back in a
few hours if it does not work. What do you do when the store you went to does
not want anything to do with your problem and the insurance service guy won't
listen? My last effort was to call verizon and tell them the story and if they
cannot help me fix this situation I'm leaving. They lady was nice and said she
was going to put me on with the insurance company again and I thought oh great,
I could have done this. But the insurance person did not take me through any
tests or questions they just set up the shipment of another phone.
Not to mention that while all this was going on I was trying
to use the old cracked phone to charge the battery then take it out and put in
the new broken phone that would not charge and used up the battery quickly.
A few things out of all this....
I have a bad taste in my mouth in general regarding
Verizon and service. Really? Upgrading my phone a little earlier is that big of
a deal? I pay this company $180 a month for me and my wife. I was millimeters
away from going to ATT and saying SeeYa at whatever costs.
That local verizon store is evil, is that how everyone
elses service is at the local store? Let me know.
That Asurion insurance service that you pay $5 or 6 a
month for is a fricken joke.
The whole experience was bad and I cannot wait til my
contract is up or until I have another problem, cause I'm outta there.

This is my point, the overall degradation and acceptance of poorer and poorer customer service.
Yes I broke my phone. But listen, I thought there was a good chance I might break my phone in a couple of years, I'm a clutz! But that is why I bought insurance and have paid for it every month to Verizon!
But when I went to the Verizon store I was basically pushed out and one time just about walked out. And I am a very non confrontational person, I acted completely professionally, they just did not want to help me. Their attitude towards anyone that has insurance, IS ALREADY A VERIZON CUSTOMER, and has a phone problem is to push them on, and ask for "NEXT". Because they know I am locked in a contract.
Take a look at society and how people are doing business these days, it is so self service, they don't even want to deal with you, they give you a website. Or in this case a phone number which then referred me to a website.
People we are paying good hard earned money for these services and I just think we are falling into the thinking of the masses and "that's how it is so accept it" in this self serve society.
Yes, Asurion initially did not handle this well, and I indicated this on their serve.
But My main complaint is the overall customer service, or lack their of, with my Carrier who I signed up for this insurance with and whom I pay dearly.
I want people to know so maybe they can make an informed decision next time they need to.

More than 5 weeks and still no phoneline

I first made contact with BT in March to sort out Boradband, the guy on the phone tried to do a line test but as it didnt show up he said the only thing he could so was set us up for a phone line and activate broadband once the phone line was sorted.
I agreed to this despite wanting broadband only as i hoped it wouldnt be too long!
How wrong was i!!!!
An appointment was made for an engineer to come out to the house to sort the line, my partner took the day of work to wait for the guy, he came out and after some time checked the lines at the top of the road and they were not even connected to the main exchange.
The engineer informed us that it would be around 3-5 working days and Bt should contact us with a new apt.
More like 3 weeks....
I have since been on the phone 3 times to find out when we are getting another appt, I rang one evening and was promised a call back, which I never got, I rang again on Wednesday 11/05/2011 evening and the guy on the phone was very helpful, he told me that the line test since the work had been completed was good and they would sort me out with an appt for Friday 13/05/2011, I explained to the guy that I was in work until 4pm on Friday so could the appt be made for after that which I was told Yes. When I told him that we wanted Broadband he also explained that once the line was enabled I could ring the number again and they would fast track a broadband package to us due to the amount of time we have had to wait and the issues we have encountered. I was then told someone would ring me on Thursday 12/05/2011 to confirm the appt.
I rang numerous times on the Thursday and could not get through on the number given 01793595043.
I rang numerous times on the Friday and finally got through at 12:30 to ask what was happening with the appointment to be told Openreach don’t work in the afternoon on a Friday and the appt was made for the morning. After me telling them I was in work all day. The lady on the phone was less than helpful and told me that if she cancels the appt or if the appointment fails that because the issue doesn’t lie with them there is nothing they will do to help apart from book me another appt for the end of next week. In my opinion the issue lies totally with BT as I told the guy on Wednesday that I was in work on Friday until 4pm and there would be no one in the house till after 4:15pm.
I got an online help guy on Friday also who told me that Order Mgt wanted to speak to me directly to try and resolve my issue as at this point i am extremly unhappy. They called on Friday to re-arrnage and apt, and guess what... the systems are down... they cannot book and appt. The girl on the phone assured me someone would re-book on Monday and ring to let me know about an appt. She even went as far as to put a complaint in from ehr end as this service is awful, she looked at the notes and was shocked at the lenght of time it has taken to to get anything sorted.
As i was in a conference call in work this morning i was unable to take the call that came thought but had a listen to the voicemail left for me..... the issue has been passed around AGAIN to a different team as they still cant seem to book me an appointment, at least this time it has been stated that i need a PM appointment
This is extremely unhelpful and unacceptable and the service is awful. We have had to wait 5 weeks since initial contact with BT to try and get internet and we haven’t even got a phone line yet. Not only this but I have an extra £20-30 on my phone bill due to the fact I have to chase up after promised call backs.
As i work in the IT sector its important that i can keep up with my work which i currently cant do, if we ran our business like this we would have no customers left.
Im sorely dissapointed!!!!

Hi terri-ann,
If you mean can we speed things along any quicker I am afraid not
As the Infinity install needs an engineer to set everything up the time frame is really down to the availability of the engineers in your area.
I can keep an eye on the order for you though and make sure that everything goes according to plan if you would like? Try the contact us form again and just make sure that all the fields are filled before submitting it.
Ta
Craig
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.
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New software is completely ruining my iPhone 5

The new iPhone software Apple has come out with is completely destroying my iPhone. However, because my warranty has expired, Apple will not do anything to rectify the situation. Every time I go into an Apple Store they tell me there is nothing they can do short of me replacing my phone for $269. I refuse to pay them that money for a 'refurbished' phone because the damages are not my fault. I have taken it into several stores and asked them to open it up and tell me if the damages were self-inflicted, and each time I have been informed that there is no water damage and no shifted pieces from excessive dropping. My phone is in perfect condition but my music, messages, camera, mail, and other apps are barely functioning properly. I am tired of Apple employees giving me stupid solutions that never work or will cost me money. I have tried to escalate my complaint numerous times and have not received the proper assistance. I am just wondering what I can do to get Apple to understand that their customer service is awful and relay my complaints yet again without having to pay them $35 to access their online or phone support.

If you have taken the device to "several stores", are you referring to Apple stores? If not, the having someone else open the device will void any post-warranty support for the device from Apple. What did you do to try and rectify your problems? Stating that things are barely functioning properly does not adequately define the issues so another user here could try to assist you with troubleshooting. However, if you worked with Apple and they are saying that you need a replacement device, then there is the possibility there is some type of hardware fault. Given the fact that it occurred when your device was updated, could indicate it was something that came about when changes were made to how the software runs on the device.
Apple does not participate in the forum. The only alternatives that you have are to contact Apple Care using the link at the bottom right of these pages. You could post on their feedback page, but they do not respond to those posts. It seems you are not willing to pay, so Apple care is out of the question. Your only alternative to escalate the issue at the Apple Store is to speak to a manager.

Insurance Service is AWFUL

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