Lack of customer service/support

In May of 2011, I purchased a ThinkPad for my son to take to college. With it, we paid extra for a warranty that we thought would ensure that he would be taken care of, if any problems with the computer came up. In November, the computer ceased working and after three weeks of calling and waiting (and much frustration), a technician finally came out and made a repair. Unfortunately, after one day, the computer once again ceased to work. This time, it was not even possible to run the diagnostics because the computer would not even boot up. Again, I placed a phone call to the customer support number, hoping to have a resolution before finals started. A case number was assigned and I was given the name of the "Escalation Specialist" who I was told would be calling me in 24-48 hours. While I tried to be patient, there was no call and so after almost a week, I tried calling the Escalation Specialist. Instead of reaching him, I was greeted with a message that his voice mailbox was full, so I could not leave a message. The recording said that I could be transferred to an operator if I pressed the # sign, but when I did that, I was told that this was not an option available to me. When I called customer support/service back to let them know this, I was told that I should stop calling because each time I called, I was being moved down in the list of people to receive return calls. Wow! is this what customer service has come to? Since then, I did call the Escalation Specialist again and left a message requesting a return call. Again, no call back. So, I have yet to even speak with this "Escalation Specialist".
If I had only known that Lenovo does not stand behind the products or warranties that it sells, I would never have purchased a computer from them. Instead, my son went through his first round of college finals without access to a computer, and I am left with tremendous frustration that we now are sitting with a computer that does not work and are at the mercy of a company that clearly does not care. If anyone reading these posts has advice about how to proceed, please respond.

hey UnhappywithLeno,
welcome to the forums and apologies on what had happened.
could you pm to me the following :
Name:
Country:
Mobile:
Email:
MTM [machine type model]:
(To locate MTM - http://support.lenovo.com/en_US/FindProductNumber.page#find)
Serial Number (S/N):
Date of Purchase:
Case/Order Number : (if any)
Screenshot of Error(if applicable) : (upload it to a hosting site and paste the link here)
Location of unit : Home / Repair Center (delete where appropriate)
Description of issue :
Troubleshooting Taken : (if any)
WW Social Media
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Similar Messages

Appalled by the lack of customer service - NEW PHONE is DEFECTIVE

I was leaving for California at the end of July and needed a battery for my Galaxy Note 2. There were none to be found. Verizon agreed to allow me early upgrade to the Galaxy Note 3. After daily phone conversations with customer service, I finally got my phone 4 days after it was to be shipped next day air. I had to pay $75 California tax and a $15 next day fee. I live in Massachusetts and although we are known as "Taxachusetts" - it would not have been that much if sent to my home. Needless to say, I get the phone and it is unable to hold a charge (not being used) for more than 8 hours. I called customer service at least 10 times for a matter of at least 8 hours and have no resolution. I cannot get a new phone because I am beyond the 2 week deadline - "Really?" at that point I had the phone for 3 1/2 weeks. I have a phone bill sitting on my table for $418.00 (to include equipment) - I will not pay for this phone until they send me a new one. I do not think that is unreasonable, yet, each of the 10 customer service and supervisors I spoke with told me that is not possible - no one could do that for me...Look, all I want is a phone that works and VERIZON WILL NOT ASSIST ME WITH THIS SITUATION!!! I have been a customer for a long time and am absolutely appalled by the lack of customer service!!! I am asking those on here for help. What carrier should I move to? Evidently Verizon does not need my service - and I am happy to share with my "Friends and Family" what a deceptive company this is. So what do you all suggest?

It's as my original messages states. After taking the iPhone5 to a verizon store and being told is was a known defect with the screen, we sent the phone back and received a refurbished phone. After weeks, we were sent an email with a picture imbedded that would not display. It stated the phone had internal damage. We certainly would not have returned the phone had we not been instructed to do so by Verizon or if it was damaged. We requested to send the refurbished IPhone back - we would have rather paid for a brand new phone than $300 for a refurbished one. We were told we could not. Beyond this - the support was unreal. The first person we spoke stated there was zero record of our original call to support to return the phone although our detailed calling bill showed a 35 min call. Three calls later and no one was able to show us the damange, prove it was our phone, etc. I'm not convinced this isnt some sham to get more money to be honest. We've been with you for 10 years. I do not want to pay for a refurbished phone especially when a verizon tech instructed us to send the original back due to a defect.
      From: Verizon Wireless Customer Support <[email protected]>
To: flash sam <[email protected]>
Sent: Tuesday, October 28, 2014 4:16 PM
Subject: - Appalled by the lack of customer service - NEW PHONE is DEFECTIVE
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Appalled by the lack of customer service - NEW PHONE is DEFECTIVE
created by Verizon Wireless Customer Support in Verizon Wireless Services - View the full discussion             There's no need to consider canceling service with us flashsam. This is certainly not the wireless experience we want you to have! Let's take a look and see what options are available and keep you as a happy wireless customer. If you can send us a private message then we can look into this.
Thank you…
ArnettH_VZW
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Total Lack of Customer Service - Ongoing Issues for 8 Weeks

Hi, I'm currently dealing with Comcast's legendarily awful customer support. I've tried a multitude of avenues, with the exception of this one, so in the hopes that maybe someone can help me here, this is what I've experienced in the past 8 weeks: June 1: Move into new townhouse. June 6: Attempt to setup Comcast internet and TV services through a 3rd party subscription company. $40/mo for Blast (50MB ) internet with a $75 VISA gift card, TV already provided through my HOA fees. Credit hard inquiry pulled for this subscription. Never got the $75 gift card. June 7: Attempt install of my own router/cable modem. Modem does not work. Spend several hours on the phone with various tech support and customer support employees. End result: no internet. June 8: Spend several hours on the phone with various tech support and customer support employees. End result: no internet. June 9: Spend several hours on the phone with various tech support and customer support employees. End result: 3rd party didn't actually create an account. Hard credit inquiry pulled (second one), $25/mo for 25MB internet and TV again included in HOA. Internet works, TV does not. June 10-16: Girlfriend (who is authorized on the account) attempts to pick-up cable boxes. Told that she cannot because she is not the account primary. After multiple phone calls to customer support, she finally is allowed to pick up the boxes. June 16-19: Attempt to install cable boxes, again with multiple customer service calls. Issue is traced to an incorrect rate code entered. Rate code correct, still doesn't fix cable boxes. End result: No TV June 20 to July 2: After multiple attempts to get cable boxes to communicate and failing, a tech visit was created. Tech visits house. My girlfriend was present for the appointment - I am an electrical engineer and did my best to explain to her what the issue is - there is a terminator at the external cable box preventing any signal from entering the house. She attempts to explain this to the tech, who dismisses her and says the issue is the satellite dish on the roof, which isn't even connected! July 18th: After trying to remove the terminator myself and failing, I call customer support and set up yet another tech visit. I am given a visit date of August 3rd (16 days later - completely insane), but promised that the agent will escalate the appointment and have someone call me back within "2 to 3 hours". I am still waiting on that particular callback. July 22nd: Spend multiple hours in online chat with 3 separate agents. My thought process was that by having everything in writing, maybe someone would actually do what they promised. I was promised bill credits for the unusable cable boxes and a callback within 24 hours to reschedule my appointment to an earlier date. Never got the correct amount credited, and I am again still waiting on that callback. July 27: Finally get aggravated enough to email the Executive Customer Care line. I am promised that I will hear from an agent within 24 hours. July 28: Get an email from the agent in broken English, addressing me as "Mrs." XXXXX (I am definitely not a "Mrs.") and claiming that he tried to call me earlier in the day (I had no missed calls or voicemails, and I was not on my phone at all that morning). I email him back immediately and he promises to follow up with me. I hear nothing for 4 hours, so I email the executive customer service team again. Instead of directly helping me, the inform me that they'll update my ticket and let my agent know. An hour later, I finally get a call from the agent informing me that although it is the end of his work day (which somehow ends at 3:45pm), he will try to get my appointment moved and he will definitely credit my account. He tells me that if I don't hear from someone from the local dispatch team that day, I would definitely hear from him first thing the next morning (the 29th). Shockingly, I don't hear anything from the local dispatch team that evening. July 29th: Don't receive a callback from either the local dispatch team or the agent helping me. I sent several emails to the main executive customer service line and am only told that my ticket would be updated and my agent informed. That does me absolutely no good, since my agent isn't helping me! My account still hasn't been credited, I have the same appointment date, and I still have 2 hard credit pulls on my credit score! My problem isn't overly complex or difficult to deal with. I don't want to be a thorn in Comcast's side, but I am being pushed in that direction because no one is assisting me, just passing the buck from rep to rep until I fall through the cracks. I am going to have to file complaints with the FCC, FTC, and BBB because of the appalling lack of customer service. I bill over $70/hr for my time at work, and I have wasted at least 50 hours during working hours dealing with this. I don't think it's unreasonable to want my issues resolved promptly when I've basically flushed $3500+ down the drain dealing with pure incompetence. If there is anyone who can actually help (and I don't mean telling me that someone will call back in the next 48 hours - because I've already fallen for that ruse a dozens times or so), please get in touch with me.

Hi wth1,
Sorry to hear about all the problems you had getting this resolved. I do see you were able to speak with someone yesterday who was able to assist you and come to a resolution. Please reach back out to us if you have any other issues.
Thank You

Moving Home / Lack of Customer Service / Cancellat...

I write to express my complete astonishment and disgust with the level of service BT has offered to me as a valued long standing customer.
I have been a customer of BT for approximately 4 years, taking out a phone line, unlimited broadband, BT vision and Sky Sports, amounting to a considerable charge of around £42.00 per month. I have used these products constantly during this period and have been very happy with the service.
In mid February 2012 I phoned to inform BT that I was moving home shortly and would like to switch all service to a new address. I was told that I needed to call back when my current line had been taken over by the new tenant, at which time I could then move my services.
On Thursday 1st March I rang BT to inform them that my line had been taken over by the new tenant and that I now wished to move my contract over. I was informed that I needed to take out a new contract which would then waive any connection charges. I was more than happy with this and asked to set up the new account. The lady at BT who I was speaking to informed me that after running a line check there was an issue with the new property in respect of the supply to it. I informed her that the previous tenant in the new property had a BT phone line with all BT sockets but had obviously cancelled it on moving out. She informed me she would run some more tests and ring me back the following day on the Friday 2nd March. BT did not contact me at any time on the Friday.
On Saturday 3rd March I rang BT back very disgruntled with the lack of service offered. I spoke to a gentleman who checked my account and system notes and stated he didn't know why I hadn't been contacted back. He informed me that I could take out a new account and waive the connection fees. He run a check on the line but informed me that it was coming back as a black line, and that he would need to book an engineer to come out to the property to check the connection. He was very helpful in his nature and suggested that I plugged a phone into the BT sockets and dialled 17070 to check for a line and number. He stated that as it was the weekend he couldn't book an engineer till Monday but he would personally phone me back by 12pm on Monday 5th March to check with me regards any current phone line and if necessary book the engineer.
At 1.00pm on Monday 5th March I had not received any phone call from BT. I can't say that I was surprised given BT's lack of customer service over the previous few days. I proceeded to phone BT again at my expense on my mobile phone to be greeted by a very helpful gentleman who again took me through the same details as previously had been stated. I informed him of my disappointment of BT's customer service, to which he apologised and tried to set up a new account for me. On attempting to set up all my services I was told that it kept failing on the BT system when it reached the broadband page. He suggested that I set up the phone line to instigate the new account and once live I could then upgrade my account to include broadband, BT vision and Sky Sports.
Although not happy with this I accepted the proposal to which he then attempted to book an engineer. He promptly informed me that the next engineer available would be on Monday 26th March 2012, a full 3 weeks delay!! He then informed me the broadband could then be initiated but with an additional lead time of a further 5-7 days. Thus bringing the whole episode up to a total of 4 weeks, not including the time already wasted by BT in the previous week.
I proceeded to inform the gentleman that this was an unacceptable amount of time coupled with the inconvenience and lack of service, and that I would now cancel my contract with BT.
After coming off the phone to BT, I proceeded to go onto the internet where within 10mins I had set up an account with Plusnet for broadband. I received a text message 2 hours later from Plusnet to inform me that my phone line was now live and gave details of my new phone number together with delivery details of my new home hub and an expected broadband start date within 3-5 days. Now that's quality service.
I have since received a final bill from BT stating cancellation charges of £61.13 to be paid by 22nd March 2012 and also a returns envelope to post back all the equipment.
Please can BT inform me whether this is an acceptable standard of service that a long standing customer expects?
Please can you inform me why BT have difficulty in moving my account to a new address when a new provider can initiate within hours?
How can BT charge me a cancellation fee when I have attempted to continue my service but BT could not offer the service within a reasonable time frame?
Under the Supply of Goods & Service Act 1982, please inform me if BT believe they have met the requirements of the legislation;
- That BT have carried out the service with reasonable care and skill
- That BT have carried out the work in reasonable time
- That BT ensure the work will be carried out at a reasonable cost
I am totally disgusted with BT and the level of service offered, the inconvenience caused, the wasted costs and time I have incurred trying to move my service and the overall unprofessional nature of your business.
I have sent a personal letter to Ian Livingston - CEO of BT - can't wait for the comical reply to that!!
Update 13th March 2012: Just received an obnoxious call from BT Customer Services stating the cancellation charges of £61.13 will stand as per an auto renewal contract which expires in August, even though BT cannot offer the service I require in a reasonable amount of time! Is it acceptable to wait 4 weeks for Broadband when I am an existing customer?? I think legislation, OFCOM & Ombudsman are firmly on my side! Great service BT!!

If you would like to contact one of the UK based BT Care Team who moderate this forum, they should be able to help you.
They can be contacted using this link BT Care Team
They normally respond by phone or e-mail, within three working days, however you should get an immediate confirmation, with a tracking number.
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.

Lack of Customer service unacceptable

I went to my local Verizon store 2 weeks ago to discuss how I could lower my monthly bill - the manager advised me that changing the name on my account to my husbands name would lower the bill substantially because of state credit - we changed that day - I just received my new bill and it is higher than the original - I went back to Verizon to discuss and was told I must have misunderstood - even though I have a paper with the managers figures on it - and because I changed the name on the account I no longer qualify for a loyal customer discount - incredible lack of customer service and rude - I will now take my business elsewhere as it seems Verizon does not care about loyalty to good customers. I will also tell anyone who will listen to Never sign up with this company - Shame on you Verizon!

I was told that I could qualify for the 4 lines for $140 that is being offered at this time (even though I only have 3 phones 2 of which are iPhones) and with the discount for changing account to my husbands name (because he works for the state of NJ) the total monthly bill would be $113. I purposely went there to lower my bill and when I left that is what I thought happened. The manager even wrote out the different plan options on paper that I took with me I can scan this and send to you if needed - when I came back with my husband the manager passed me to an associate to give her experience - she had to keep asking questions and eventually needed to call into main office to make changes. I would have never agreed to make my bill higher and am desperate to get this straightened out. I did not even realize this happened until I received my current invoice for $209 - when I went back to the Verizon yesterday I spoke to someone (unfortunately I did not get her name) she stated there was nothing that could be done and maybe I just didn't understand what I did. Then she proceeded to go to another person and loudly state "Oh she's just mad because she didn't know what she is doing". She also told me that by changing the name on the account I no longer qualified for a loyal customer discount. Any help would be much appreciated and I am really hoping that I can continue my relationship with Verizon.
Thank you
>> Edited to comply with the Verizon Wireless Terms of Service <<
Edited by: Verizon Moderator

GT784WNV not working in Bridge Mode! Fed up with lack of Customer Service

I don't even know where to start but I am this close to just cancelling Verizon and switching to cable internet. If you want to skip the rant, jump down a paragraph.
I recently moved from a house a few miles away in which I had a solid DSL connection with a Westell 7500 in routed bridge mode that worked just fine with my Asus RT-N56U that I use for browsing, streaming, and online gaming. When I moved, the technician insisted I take the newer Actiontec GT784WNV. Needless to say, Verizon support was unsuccessful in getting it set up in bridge mode. After about 4 hours of unsuccessful troubleshooting, I suggested swapping it back out with my 7500 which worked fine just 4 days prior in my old house. Surprise! It miraculously started working just as it had previously. As I began to use it more, I noticed the connection was unstable. I would get dropped from Xbox Live and lose connection temporarily on my iPad. I ran the Verizon speed test and it would drop to about 0 and spike back up 3 or 4 times during the download test (don't think this is normal but could be). Every day I would talk to Verizon who escalated it to a supervisor about 4 times. They would then close the ticket without calling me. When i would follow up, I was told the supervisor talked to me and I verified the connection was good. Lying makes me livid and there is no accountability whatsoever at Verizon and it happened more than once. It appears to be a way for them to pass the problem on to someone else. I can go on and on about being put on hold for 40 minutes before disconnected, the 20+ hours I have spent re-telling my account info and story to every Tier 1 technician on their payroll for the past week, or the lack of competent customer service supervisors. This weekend, I finally got a call from someone local who said my line had some faults on it and that the problem was somewhere between my jack and the central office and they would send someone out today. Well....today the tech showed up and said "your problem is this old modem" and plugged in the Actiontec that I started with a week ago. I asked if he tested my line or the jack as the lady on the phone told me, and he said no. The problem is the modem. I said, I don't want a modem/router, I just want a regular modem and he said he had one, but it would cost me. How on earth is a plain modem going to cost me when they just installed an 802.11n router/modem combo for free? Absolutely terrible. I told him I want it in bridge mode because I don't want to use the wireless or the routing capabilities of the Actiontec. He said I have to do that and people normally just call Best Buy to have the Geek Squad come out. This really **bleep** me off as I used to run a network shop and configure Cisco routers and switches for a living. Once again, I have spent the past 6 hours tonight on the phone with Verizon only to end up back where I started.
At this point, I need to make this Actiontec GT784WNV a dummy (bridge) and let my Asus Rt-N56U do the work on my network. My Asus has all the port forwarding in place that I need for Xbox Live, etc. I have tried releasing the IP, changing the modem to RFC 1483 Transparent Bridging, disabling DHCP, changing the LAN IP to 192.168.99.1, etc. and it just will NOT get an internet connection. My router is configured correctly, unless there is something different between the Westell and the Actiontec that would require a setting change. Verizon is stumped, Asus hasn't called me back yet, and I am ready to just switch to Cable unless someone can help with a solution. I've been at this for a week. I have spent WAYY too much time fighting with a company that has no desire to deliver or to follow through and with absolutely zero accountability or business sense. Westell 7500 + Asus RT-N56U in old house worked fine. Move houses, change modem, doesn't work, switch back to old modem, works but unstable, tech claims old modem is my problem, plugs in new modem, doesn't work. I just want to use my router. How hard can that be? Can anyone please help?

Unfortunately that didn't work. I ended up putting my router in the DMZ as a workaround but it still had it's share of issues. After another week of trying to get Verizon to fix my connection (constant dropped connections forcing reboots of modem and router multiple times daily) I had Cable Internet installed today. Went from an unstable 6Mb/s to a stable 30Mb/s with Cable. I should have done this weeks ago. I wasted over 50 hours of my time with Verizon bouncing my issue around to others hoping someone else would be willing to fix it. Still no accountability with everyone tinkering with my setup taking a stab in the dark. The last person I spoke with set up a technician to come to my house later this week...AGAIN because he said there is something wrong on the line. I've known that for weeks but the tech that refused to fix my issue when he was in my house last week instead tried blaming it on something completely irrelevant because he had no clue what to do. One would think someone from Verizon would have reached out to me from this thread but they did not. In fact, the last tech's supervisor called me when i wasn't home, said "hello, this is XXX from Verizon......hello?" and hung up. Never a follow up as I was left once again to solve the problem myself. Well...I did. The incompetence of Verizon, it's poor training, and awful follow up procedures has cost them a customer. I am truly disappointed.

Verizon Complaint - Harassment, Lack of Customer Service, No Loyalty

After searching long and hard, it appears that there is no place to lodge a formal complaint against Verizon. I saw where an individual was told by a Verizon rep the place to file such complaints is right here in the forums. This seems to be an ineffective place to make such statements. With that said, I write this post with little expectation of satisfaction in remedying the complaint. In fact, I believe that the lack of a formal complaint channel points to the company's unwillingness to address key business points, such as customer satisfaction. Consider this post an indication of one such dissatisfied customer.
As background, I have been a steady Verizon customer for about 12 years (give or take a year). In that time, I have re-signed my contract several times, purchased numerous phones, and have been timely in my payments. I seem to recall even being given a Verizon VIP status which gave me a discount on phone accessories. The fact that most people reading this will have never heard of the Verizon VIP status points to how long I've been with Verizon. My first Verizon phone was the Motorola V60i - top of the line at the time.
Recently the credit card I have on file for auto payment expired. I knew it was going to expire and updated the account with a new card as soon as it came in. Apparently this update did not stick. About two weeks ago, my wife began getting phone calls from Verizon. Each time they called it would be from a different out of region phone number. Each time an automated voice would leave a message about "changes to the account". The calls increased to about 5 per day with several text messages throughout. The first red flag is that her line is a secondary number, whereas mine is the primary. If there was a legitimate change to the account the assumption is that Verizon would call the primary account holder. They did not.
This continued for about a week. The calls and the texts would come during working hours and into the night. I called one of the numbers back. After pressing # to do this and # to do that, I was given a choice. Press 1 to make a payment to the account or press 2 if you have already paid this bill or are planning to pay this bill immediately. Since I had already paid the bill, I pressed 2. The next automated message I received said that they would be expecting my payment within 7 days and the system would be updated to reflect I had made this agreement. Failure to pay the bill would cause an interruption in my service.
My problems-
1. Verizon should not call a secondary number to discuss the bill. Luckily the secondary number was my wife's. What if it had been a teenaged child?
2. Verizon should not engage in such harassing techniques. I have been a loyal customer for over a decade. A simple phone call from a human and I would have happily explained I did update the card, and then paid immediately. It went too far for no reason.
3. As a customer, I should have quick access to a customer rep or another avenue, such as a dissatisfaction form in My Verizon, to outline this in a more conducive manner than simply throwing it into a pile of other forum posts with no sense of direction or expectation of satisfaction.
It is for all these reasons that I am dissatisfied with Verizon currently. I am not currently under contract and I am shopping for another provider. While I'm sure many of my complaints will be found in the other provider, at least I have the satisfaction of taking my dollars to a company that will treat me like a number on a page instead of the misconception that customer loyalty still meant anything. Again, I am not expecting any followup from Verizon, but you have my phone number if you would like to discuss this. After all, a simple call from a human in the first place would have corrected this.
My question to the rest of the forum is, "Am I the only one in this boat?"

JonathanK_VZW,
First, thank you for taking the time to respond to my statement. I appreciate that you took the time to do so.
However, I don't think that your response addresses my concerns. I thought I had paid the bill as explained above. Your financial department acted in a harassing manner by contacting a secondary phone number on my account. Not once did anyone or any automated communication contact my number, the primary account holder. The calls were as many as 5 in a day with several text messages. The voice messages, when one was left, and the text messages simply stated there had been changes made to the account - hardly helpful information. In fact, the limited statement was so cryptic that they were originally dismissed as being spam - a reasonable conclusion considering the amount of spam messages Verizon customers receive concerning "changes to the account".
Luckily, the secondary number your financial department decided to contact was my wife's number. Had it been a child's phone this complaint would have a completely different tone. However, any number of other customers may not be so fortunate. You stated " financial services may try to reach you on an alternate line or a contact number we have on file" as an explanation of this practice. That answer only makes sense if you attempted the primary account holder first. You did not. Not one instance.
You mentioned that the volume of your customers prevents you from giving each one personalized service. I realize Verizon must have an enormous customer base and the sheer volume creates complications that I have not yet considered. May I suggest you make a special effort to show personal customer support to long term customers with an established track record of timely payments and patronage - such as myself. The silver lining for Verizon is that your current solution to your customer load crisis - harassing phone calls, ineffective automated services, etc. - may self-correct your problem. More and more folks will take their wallets elsewhere and you may find that managing effective customer service becomes a simpler task.
Again, JonathanK_VZW, I do want to thank you for taking the time to respond. That is sincere. I did not expect Verizon to respond. I would like my concerns to be passed to your supervisors and then to their supervisors. I believe my points are valid criticisms of Verizon's current customer services. I realize that customer service is traditionally a difficult role as it is the department the angry, screaming, crazies contact to vent. I hope the simple measure by which I've responded shows that is not the case here - that the criticisms point to terrible service and any industry that values its customers would want to at least address the key points therein.
To the supervisors:
Any productive organization has to develop strategies that manage the work load while maintaining quality. Those strategies must be reevaluated from time to time to measure effectiveness and quality. This message points to one of those times. Effectiveness and quality are lacking. It is time to develop a new strategy - a working strategy. Your customers would appreciate it.

AT&T Lacking Basic Customer Service and Accountability

This details the worst customer service for a first time customer that I have ever experienced, attempting to use AT&T service. To sum up the details explained below, my first experience with AT&T service consisted of a supervisor in the support department being unwilling and unable to solve and correct an error caused by AT&T. This lack of service and empathy for a first-time customer ruined the opinion and reputation in the eyes of this young-professional who had planned to give years of business and compensation to their company as I have just bought my first home. I ordered AT&T Uverse Max at Best Buy (using their experience to choose the best provider). I received an email with my PIN number and a confirmation with the internet installation date and time. I did not receive any other calls or emails. The day of installation arrives on Sunday July 26, 2015 (the earliest appointment time, a week after placing the order). No AT&T representative showed up for service within the 2 hour time frame. I made a call to AT&T UVERSE customer service to check up on the status of my installation only to find the customer service department is closed on Sundays. I also made a call to Best Buy to try to obtain any information regarding when the service reps would be out to install the internet, only to be informed that AT&T is solely responsible. Even the Best Buy manager attempted to contact AT&T with no luck. Only after contacting AT&T UVERSE technical support did I get to speak to a human person for 30 minutes. After being transferred to the supervisor, I was told that an error was made in the AT&T order through their system and an account was created without placing a service order. I had waited at my home for 4 hours (cancelling plans) expecting the internet to be installed. I told the supervisor I worked remotely and I needed installation that same day. He informed me that the soonest he could install is August 4, 2015. I proceeded to cancel my service as he was unwilling to help correct the mistake or do anything to remedy the situation.

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Lack Of Customer Service

I have been a loyal Verizon customer, with little or no complaints. I didn't even mind pay more for "better and more reliable service". With my past experience for the 2 months I am a big advocate for leaving them and going back to my old carrier. It would be a lot cheaper, there would be a lot less aggravation. I recently purchased my iPad Air 64GB from Verizon. The iPad had some technical issues, I reluctantly shipped it back to Verizon to be repaired or changed. I express to technician I live by 2 Apple Store. After being assured the turn around time would be a nominal week I mailed my iPad to Verizon's warehouse in Texas. Verizon has had my iPad for well over 4 weeks, I have called in to speak with them every other day to get a status update. Every time I call I receive a different answer, the responses vary from the warehouse doesn't have it. I have a tracking number showing it was signed and delivered. The iPad is on back order, I called back 30 minutes later and someone else informed me they were not on back order. We will ship you one at the end of the week, well 4 weeks have come and gone since this promise was made. Then once a week during my call they transfer me to Apple technical support. To oblige Verizon I explain the circumstances and apple technicians are shocked and confused how they can troubleshoot/diagnosis a product which is in Verizon's possession. I have spoken to 10-15 "supervisors" who all claim they will call me back within a day or so. I have yet to have a "supervisor" return a call to provide me with a status update. I hate to call in every other day for and update, which I need to do since NO "SUPERVISORS" call me back. It is the typical thing explain the circumstances have the first technician read to notes wait on hold for and hour as they research this. All of this is being done so they can then transfer me to a supervisor who make empty promises to call me back and never does. I am sick and tired of spending 6-7 hours on the phone with Verizon every week in order to get MY product back. I have explained at this point I DO NOT want my product fix I want it to simply be return and I will bring it to Apple myself especially considering it was only 3 months old and still covered under Apple Care. I can and have called Verizon a few times a day so I can confirm the "story" I was told by the prior technician with out fail they cannot confirm anything and offer a different story or circumstance with every phone call. I have no problem with pulling my 6 Lines and go elsewhere, it would be a lot cheaper and the other carriers would buy me out of my contracts, I cannot do so until I receive my iPad back. I pay monthly for a product which is not in my possession for a service which I am unable to use. The best solution I have received is a discounted rate, what good is a discounted rate if I cannot use the product because Verizon has it. Luckily the company I work for of 500 people also has discounted rates with the other major carriers. Get your act together, customer service my name is to service the customer not give the, the run around. I am not asking for the impossible, rather something which should be acceptable practice with any company.

store location
24920 N Lake Pleasant Pkwy,Ste 107
Peoria
AZ 85383
Sent from my iPad
I had a horrible experience last night, I went to renew my 2yr plan and get a droid turbo I wanted to take advantage of the $100 off by turning in a smartphone but the one I brought in was not up to par so I ran home to get a different one. I returned right at 8 and the doors were locked even tho customers were inside, they knew I was rushing back to try to get the deal done but they locked the doors and told me that they can't unlock them, I was frustrated because they knew I was coming back and as I sat in my truck they opened the doors to let the customers that were Inside, out. I know that I was there at closing and that's not fun for the employees but it was only because I had to go home to try and get a suitable smartphone to get the $100 off, I just have a hard time with me wanting to sign for another 2yr contract and buy a phone and getting treated like that when they knew I was coming back and it was going to be close on time. I have been up to resign a new contract for the last 4months because I wasn't sure if I was going to stay with Verizon, well when I decided I was it was pretty crappy to be treated like that, and to top it off the gentlemen who was helping me and knew I was running home to get a different phone to turn in sat with a smile on his face(not in a good way) while I stood by the locked front door.
Just thought I would let you all know how customers are being treated

Lack of customer service/Liars

I went into a verizon store wanting to add a new line. Everything seemed to go smoothly. He asked if I wanted the 5S or 5C. I decided to go with the 5C. I paid my $145 and he helped me pick out a number. He said to come back at the end of the week to swap numbers on the phone. I went in on that Friday and the girl told me that I had to buy 2 sim cards. I wasn't advised of this. Had to pay $20. I left.
Later in the week I start getting text messages saying I am over my data usage. All of the phones start doing it. I up it for $10 not understanding really what was up. They kept coming. Over and over. I call customer service, go over my phones. Ends up the guy changed my calling plan without me knowing. I had unlimited data but gone and he backdated it. They can only switch you back within 14 days. By backdating he screwed that up. The lady apologizes and promises she will follow up the next day I go to Verizon because I am fed up. I explained how he screwed everything up. They put me on phone with customer service who again apologizes profusely and said she has filed claims and someone will contact me within 24 hours.I am so frustrated I tell her to take the phone back it isn't worth it. Sure if I pay $75. What? I was never told that. He told me I had 14 days to change my mind. He didn't mention that. He also didn't mention that they were adding $40 on my bill. I thought it was $10. He never mentioned that I didn't have to get that phone. He didn't mention the differences.. He didn't mention anything. I have NOT heard from anyone and I am still getting usage notices. They have done nothing. I called back and left a message to have the girl I originally talked to call me back. No one has called. I am completely disgusted and one step away from posting this everywhere.

The reason you received the worst customer service - is because Verizon seems to have spent decades to develop the worst customer service program imaginable, and has searched the world over to hire the most incredibly incompetent people to staff their management, employees, phones lines, and stores to overshadow anyone who actually was mistakenly hired who is professional. I also happen to need help if you could assist, I need to go back to the store where I bought my 5s to find the store manager who can not seem to call me back after hours spent trying to get a hold of him, and help me stuff this phone up where the sun doesn't shine...
When I got home with my new 5s, I found their was no quick start guide, no recipe, no explanation of plan and absolutely no resolution after many calls I made - to try to clear up my charges. I was charged almost $750.00 on my first bill, and it was due immediately. I had set-up a pro-rated account, and was told my costs were supposed to be around $450.00 for everything, and my bill would be around $91.00 - they are charging me around $750.00 and around $140 a month - $50.00 higher... I called customer service, and the store several times since then. I was told many times to go online to resolve my problems. (ha! - a good one).... This is because you can not get a phone call answered due to the astounding amount of customer complaints and problems Verizon has managed to incur.
I happen to have an attorney on hand, and told him I am going back to the Verizon store and cancelling my account due to breach of contract. He said to let him know if they refuse... He was also a Verizon customer and cancelled his account... ironic... He informed me I was promised quality customer care, and I did not receive all of my product on purchase - namely a quick-start guide... Funny a 50 cent book will cause Verizon to lose thousands...
Verizon simply put, has a non-existent customer support network - the worst I have seen... You have to navigate through pages of online crap to get a simple number... If Verizon stood behind its service, it would have the customer service number listed and prominently displayed as well as provide product guides - instead of telling customers to find help online from others...
I am really surprised Verizon is a big sham and hides its shady organization behind smoke and mirrors disguised as too much worthless information posted - just look at all the crap below this page... Especially note the 8 links for Service and Support does not include any actual customer service assistance regarding account problems. I was told to go back to my
Verizon store to discuss my problems - it is 1.5 hours away....

Apple customer service/support = terrible

There is no where else for me to do this really, so I thought I'd rant here...
I received an ipod (20G 4th gen) last christmas from my parents, amazing present i'm sure you'd agree! everything has been great with it until 2 weeks ago when it just stopped working for no reason. I got up to go to work, switched on ipod and nothing except a folder and a warning icon.
no problems really I thought reboot it, no effect. reset, ditto. Plugged it into my mac everything appeared fine. I can drag and drop files from it, listen to tunes on it, everything as normal. So I unplugged it. back to warning screen. I decided to factory restore, which went fine. But if I unplug it it just goes back to the warning screen.
So I went on a wee trip to the local apple place, who sent it off to their repair people...but it is returned 'cos it is out of warranty by 3 weeks, turns out my parents bought the thing in september for some reason...
Anyway I decided to phone apple support but they are just no help at all, appalling english so that i could barely understand the two service people that I ended up speaking to and basically they tell me that there is nothing I can do except give them £170 and they'll give me a new ipod...now this is just not an good. It is their product that has gone wrong. why should I pay? The original service people that it got sent to noted that there is no visible damage on the outside, ie it has not been dropped...if they open it up they'll see that there is no damage on the inside from beinging in water or anything (cos it hasn't been in water) so bascially 3 weeks out of the one year warranty but after only 10 months or so of use the ipod has stopped working through no fault of my own and somehow I am expected to pay!!!!
How can they do this? It is just really really terrible customer service. I have gone from always being a mac customer with all Macs in my office and home to never ever going to buy one of their products ever again! I am so dissappointed, just can't believe it...now where is that Sony brochure?
Rant over.

I feel for you, I have just sent my 40gb 4th gen ipod to be repaired for the third time, I was fortunate in that i have applecare. However you may still be afforded some protection by the Scottish Law which is far superier to the laws of our colonial subjects, Apple have to comply the 'Sale of Goods Act' which basically says if Apple are selling ipods that are only meant to last about a year, and have told you so then fair enough, but if it is generally consider that such a device should last longer they maybe liable to repair or a replacement particularly if you can show that these products are prone to failure i.e. there is a inherent flaw/fault in the design and operation (the keep freezing)in the product. So contact Trading Standards and checkout the goverment website www.gov.uk
Good Luck
Powerbook G4, Emac, ipod 4th gen, ipod mini Mac OS X (10.4.3)

Very disappointed with the lack of Customer service

I have been a verizon wireless customer for 15+ years, and have never been more disappointed. Does anyone else notice that it seems like you are dealing with 2 different companies - and they don't play well together? I 'chatted' oniline with a VZW rep - and was advised that if I upgraded my husband to a smartphone - our monthly bill would go down 6.00. I ordered the phone - she told me that I could either wait until I activate to change my plan - or call customer service to do so. I called. Quote #2 - totally different - going up 22.00. I advised we did not want to do that - our bill is already over 200 per month. Chatted the next day - quote #3 - up 30.00. The kicker was when we went to the store tonight. The gentleman basically said if we deal with online - don't bother them. Don't they both work for VZW? His customer service was a little more than lacking. I am considering switching to another carrier - even though I have 3 other phones that are under contract. I don't want to worry every time I need customer service - which one of them will help. Anyone suggest another carrier??

I totally agree -- HORRIBLE customer service experiences recently. What happened?
I have a been a VZW customer for years and have always appreciated the excellent service. Recently, I called to add my ipad to my shared data plan and waited 30 minutes with no resolution (see image below). After refusing to wait longer, I the agent offered to call me back with instructions after the change had been made. He did call back, which I appreciate, however 30 minutes to add additional services is unacceptable.
I've also tried reaching customer service several times this week for account questions and immediately receive the message "we are experiencing heavier than normal call volumes and wait times". After waiting 5-10 minutes each time I have given up.
VZW had better get their act together. If I wanted bad service I'd switch to Sprint and save at least 25% each month.

S5 - little piece covering charging port & lack of customer service

Argh - just typed entire message, clicked submit and then it asked me to log in...guessing my post was lost. here I go again. Got the S5. Knew right away that the little piece opening from left-right to charge was going to be an issue. and, sure enough, it fell off. Went to the Verizon store (don't know why I bothered because they are ALWAYS nasty in there). I was told that they sold THOUSANDS in that store alone and that I WAS THE ONLY ONE who had this problem (uh - I really really don't believe that). They also said that I SCREWED UP THE WARRANTY because I broke it (yeah, open once a day to charge, close once a day when finished charging - yup, real abusive). They also said they would definitely not recommend me using my extended warranty. With that, I left. I called customer service who thought I was right and that it should be covered by the warranty but I needed to defer to technical support. She didn't give me a number but transferred me (I still cannot find the right number). Well, I was on hold for over 20 minutes and no one still picked up (could it be that others had the same issue?). My sister and I have been on the fence about leaving Verizon for a while now as other carriers have the same devices. Now might really be that time. Trying to jump through hoops to get answers and help. So, if I truly "VOIDED" the warranty, I guess I should just stop paying for an extended warranty since, as the rep told me in the store, I blew it on my own...ARGH!!!!!!!

The early S5's had problems with the door. It is a known issue. Don't let anyone tell you otherwise. If your phone was produced before June (not sure exactly when), call Verizon Customer Support (*611, option 3) and ask for tech support - they will go through the warranty replacement process with you. Samsung changed the materials the door was made from starting in June because they would fall apart so easily. It is an important piece, without which the phone is no longer water-resistant, so it is replaceable under warranty. Don't let customer service try to convince you to contact Samsung directly because if it is a manufacturer defect you have to work directly with the manufacturer. Make them send you to tech support! Samsung warranty support will tell you to ship the phone to them. That will result in you being without a phone for a couple of weeks. If you work through Verizon, the warranty replacement will be sent to you, and you send the original phone back after you transfer to the replacement phone.
Verizon stores are not the place to go for support for your phones - they are there to sell you product, not support what you've bought. Tech support has the time, knowledge and resources to really help you. This is especially true of the Verizon premium resellers which are not actually owned by Verizon.

Bt Infinity and the Lack of Customer Service

Hi all,
I have been sitting patiently waiting for my area to become connected to BT Infinity. According to the map on the BT products and services site, this should have happened on 31st December. I keep checking regularly and no updates.
So today, I took my life in my hands and went to the online customer 'service' where of course I was routed through to the call centre in India. I asked my question, IE when will it be coming. I explained my reason for asking..... and all I got quoted back was that it isn't available and they will let me know. Errr yes, I know that I explained.
For the love of God could we please bring customer services back to the UK where a basic understanding of questions and answers is available? If this was a one off with the call centres then I would be more understanding, but lets face it. It isn't a one off. When I say things like this, I get the nasty little devil on my shoulder whispering that I am some kind of heinous racist. I'm not.... I just want to be able to communicate with someone who understands the question and has the ability to say 'I don't know but I'll find out' as an answer. Rather than reading from a script and saying thankyou every other word..
Grrrrr fume fume.
So I thought I would send a complaint via the website. Guess what, the link for the customer service manager takes me back to exactly the same place I went to get the help in the first place.
I give up.

Hi there
I don't want be a moaning minnie but I have to agree about the appalling BT Customer service. I had Infinity installed (quickly) 3 weeks ago. There is a problem with my throughput so my download speed is less than 2 MB/s. Dealing with BTIndia is like being trapped in an endless Kafka play. Polite, apologetic and UTTERLY USELESS!!!! 21 days of being passed from department to department, have my case "escalated" to a higher level (how many levels of escalation are there anyway?) and nothing is done. Endless pointless promises unfullfilled. The irritating dire quality of this so-called "Support" has long since supassed the irritation caused by the initial fault. IF YOU DON'T KNOW HOW TO FIX THE PROBLEM DON'T PROMISE THAT YOU CAN!!!!!
I pray that you have a faultless installation and service because you sure as **bleep** don't want to deal with their "Customer Service"
Sorry. Are you picking up a certain degree of frustration?
Good Luck
Mark

DSL service problem and lack of customer service

It is a sad day that I find myself on a Verizon Forum trying to find resolution.
About 7 days ago my DSL service dropped of to the point it felt like 1995 with dial up.
So I called Verizon , goth through the prompts and ended up talking to someone in a call center
that must have been 1/2 way around the world. Unplug the modem, plug it back in , yeah I've done
that 100 times. No luck. So they send me a new modem with promises I will be back up or near 3mbps.
Fortunately I received a call that evening from what appeared to be a technician here in Southern California,
she clicked around and said my incoming line was at 100% capacity and she then moved my "D-Slam"?
over and instantly I had 2.7 mbps. Magic happened. The new modem showed up the next day (Feb 21)
I got it going on Saturday (Feb 22) and I was cooking along at 2.8 mbps.
Then the wheels fell off on Sunday.
.35 kbps
Monday (Feb 26) 1 1/2 hour call with a customer service rep. Worthless....
He said a Verizon tech would come to my house today,Tuesday (Feb 25)
that was a Lie
I called back today, Tuesday Feb 25th, again spoke with someone 1/2 way around the world asking me to unplug
my modem again. Good Grief.......
The I am given a telephone number for the Tech Support Center. Yeah !!
45 minute hold, and I get dropped, nice....
call back
60 minute hold, dropped again.
I get it Verizon, you don't care, not a single one of your people will take ownership and correct this.
I just want what I pay for each and every month, on time. You need to provide exactly what you take my money for.

Step one: Visit http://www.giganews.com/line_info.html and post up the Traceroute the page shows, if you wish. Be aware that your non-bogan public IP Address will show up. It might shown up as the final hop (bottom-most line of the trace) might contain a hop with your IP address in it. Either remove that line or show only the first two octets. What I'm looking for is a line that mentions "ERX" in it's name towards the end. If for some reason the trace does not complete (two lines full of Stars), keep the trace route intact.
For example this what I saw when I was using Verizon
news.giganews.com
    traceroute to 71.242.*.* (71.242.*.*), 30 hops max, 60 byte packets
    1 gw1-g-vlan201.dca.giganews.com (216.196.98.4) 13 ms 13 ms 13 ms
    2 ash-bb1-link.telia.net (213.248.70.241) 39 ms 7 ms 7 ms
    3 TenGigE0-2-0-0.GW1.IAD8.ALTER.NET (63.125.125.41) 4 ms 4 ms GigabitEthernet2-0-0.GW8.IAD8.ALTER.NET (63.65.76.189) 4 ms
    4 so-7-1-0-0.PHIL-CORE-RTR1.verizon-gni.net (130.81.20.137) 6 ms 6 ms 6 ms
    5 P3-0-0.PHIL-DSL-RTR11.verizon-gni.net (130.81.13.170) 6 ms 6 ms 6 ms
    6 static-71-242-*-*.phlapa.east.verizon.net (71.242.*.*) 32 ms 32 ms 33 ms
Step two: Can you provide the Transceiver Statistics from your modem?
#3 If you don't know how to get that info:
a) What is the brand and model of your modem?
b) If you have a RJ-45 WAN port router connected to it: What is the brand and model of the RJ-45 WAN port router?
#4 If you have a RJ-45 WAN port router connected to the modem, even if you know how to get the Transceiver Statistics from the modem: What is the brand and model of the RJ-45 WAN port router?
If you are the original poster (OP) and your issue is solved, please remember to click the "Solution?" button so that others can more easily find it. If anyone has been helpful to you, please show your appreciation by clicking the "Kudos" button.

Lack of customer service/support

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