LEAVING VERIZON - Lack of Customer Service Knowledge and Waste of my time

My son who has his own Verizon account for a year, and was a sub my account from when he was 15, went in on his account and some how was linked to our account. He was moving and requested a change in service, which changed ours, not his and it is a mess. Our service was disconnected, we were given a new phone number and our old number( for 17 years) has been disconnected, our bundle with Directv has been disconnected and I paid through Verizon and now Directv says I am past due! I call about 6 times, now help just a run around. I have wasted so much of my time and it has been an inconvience to me and our son son as he had to come out 2 times for a installer to connect his internet and wait for over 2 weeks to get it porcessed. I am done and over Verizon. Customer service you call, can't help and only redirect me to other depts.

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

Similar Messages

VERIZON - lack of Customer Service

I have an iPhone...piece of JUNK, was having to charge it 2-3x per day when it sat in my purse all day at work...not used..it would totally loose charge. Replacement phone FINALLY came...it was NOT addressed properly thus delayed in receiving it. The replacement is worse...having to charge it 3-4x per day. Has never worked INSIDE a building yet other carriers do....SOMETHING IS WRONG WITH THIS PICTURE!
Go to a store, they are either nasty as all get out and have NOISE playing at an unreal level...cant hear a person standing next to you! OR..they are sickening sweet....HELPFUL? NOT REALLY...they appear to put on a good front but just make the issue worse.
I AM FRUSTRATED BEYOND BELIEF!!
I have written letters to the CEO but they are ALWAYS PAWNED OFF on someone...the CEO COULD CARE LESS....OR MAYBE IS TOO EMBARRASSED TO ADDRESS the ISSUE!!!

You must not be familiar with how large corporations work..........
It is a customer service reps job to talk to customers.
CEO stands for Cheif Executive Officer........which means their job is to make EXECUTIVE decisions on the direction of the company. Not talk to customers about issues that can be handled through call centers/corporate stores.
So no it is not the CEO's job to take customer service calls!!!!!!!

Terrible customer service experience and I will leave Verizon ASAP.

I had the worst experience with Verizon ever . I never had such a unprofessional and humiliating experience before... I got an email from Verizon saying they will upgrade my plan free of charge and no need any action since I m loyal customer. After couple days my plan did not change and I had to call Verizon. They customer service Rep told me That Verizon made a mistake(?) and send me a wrong email. She read the email and confirmed that Verizon telling at the email that they will upgrade my plan "free of charge" clearly. since I have been informed by Verizon that my plan will be upgraded free of charge by mistake or not, I asked her that Verizon should stand behind their email and honer me upgrading my plan. She said she wont do this. I was trying to explain why they should honer me, she told me "shut up". I got so up sad and asked her to transfer me to cancellation department. she said she is the cancellation department supervisor and " tell me your number I will cancel your line". I got shocked and decided to stop this conversation. Next day I called Verizon again to talk another Rep.I explained him my situation. I forwarded the email Verizon sent to me to him. After he read the email he said" definitely you are right, email says my plan will be upgraded and if he were in my situation he would do the same thing and ask Verizon to honer him. He said he ll elevate my complain to higher manger, and I will get a phone call in 24 hours. Guess what?? i never got a phone call. Lucky I had the email address of him. and emailed him about what happened,He said he will call me in a min.. Guess what? he did not call me .. I sent him couple emails asking him to call me. After an hour he had to call me and he said I m not going to get upgrade you plan . Clearly he never got my complain to the upper management . He denied the phone conversation between us the previous day. ( I know Verizon record all the phone conversation). After another an hour unproductive phone call , he said somebody from upper management will call me tomorrow morning. I never get any phone call. I do have names of both Rep. I m really so angry to Verizon I have been their customer for a long time including Fios. I will cancel my line and go to T-Mobile or At&T. Also I will carry this case to Bureau of Consumer Protection. I suggest everybody switch to another provider ASAP

Well besides your lack of paragraphs making you rant very hard to read, exactly what kind of "upgrade" were they talking about? And no I'm not switching to another carrier just because you have issues with Verizon. Was that the whole point of your rant to get people to switch? Like you're some pied piper and you're going to "get back" at Verizon by helping them lose customers? As if that was going to work and even if a few people left because some stranger on a messagebaord told them too because of HIS issues like that will matter at all to Verizon.

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.

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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A message from the Verizon Wireless Community
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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
Follow us on Twitter @VZWSupport    Reply to this message by replying to this email -or- go to the message on Verizon Wireless Community Start a new discussion in Verizon Wireless Services by email or at Verizon Wireless Community
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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

Terrible Customer Service Experience and Misinformation

Since early November I have been trying to get my FIOS TV, Internet, and home phone transferred from my apartment to my new home. According the Verizon website all three services are available. I was originally scheduled to have everything installed on December 5th (which 2 weeks after my move) because Verizon indicated that was the earliest they could put the service in do to my neighborhood being new. I called to verify the date and installation for the 5th a few days ago and was told everything was confirmed for the 5th. Two days ago I called to add some receivers to my order for my additional TVs in my new home. The representative had trouble adding the addtional equipment to the order and said he would have to cancel that order and start a new order. I told him that was fine as long as my installation date of December 5th would not change because I had taken time off of work that I could not take back and had to have them come out on the 5th. I was assured that there would be no change in my installation date. After trying to add the equipment to the new order the rep said that he would transfer me to someone who could finalize everything. I was then transferred to another representative (who I had to explain my whole situation to AGAIN). She assured me that she could help me. I again indicated that I needed the installation date to be on the 5th. She added the equipment and proceeded to tell me that the date was pushed out until December 28th. I objected strongly and insisted that my installation date not change. After a heated exchange I demanded to speak to a superviser (which was refused). The rep put me on hold for several minutes only to come back to say that her supervisor had said that she would expedite my installation to December 5th and would personally call me to confirm. However, I was told that I had to complete the order for the 28th to get things in "the system" before they could change it to the 5th. I agreed only to hear back from the rep via phone (not the supervisor) later that evening indicating that they were still working on it. Not satisfied with the non-answer, I have call back several times and spoken to multiple other reps who have all given me different versions service availability ("checking with the engineering department to see what's available in your area"), and being promised to expedite my installation date to the 5th. I even got promised another personal phone call from a rep in Maryland the following day confirming that they could install my phone and internet on the 5th, but that I would have to wait until a later date for the TV - to which I agreed. Not receiving a call yesterday, I called again and was told by yet another rep that he would work on it and call me Saturday.
This is completely unacceptable! Let me sum up the long paragraph above. I ordered your bundled service for 2 years. I have been a loyal Verizon customer for MANY years. You promise me an installation date that fits my schedule only to completley screw me over on that date when I want to add addtional equipment to my service (of which will ultimately bring you more money). All thanks to an inept, inadequate customer service system, and complete lack of understanding from your sales staff on what is available in the field.

NotHappy410 wrote:
Yes, it is. Thank you for your help. You can close this out.
It was our pleasure to help out getting this taken care of. Anytime you need assistance please make a post so we can assist further.
Anthony_VZ
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What is the number for Verizon Wireless Corporate Customer Service Complaint for CA

My Complaint: I have been a Verizon Wireless customer for approx 20 years. I called customer service to seek an early upgrade for my daughter's phone. She is away in college and her phone is malfunctioning. She is eligible for an upgrade in approx 6 weeks so I did not want to spend the money on a replacement phone when since we were planning on updating to something newer. The customer service rep to me they could not do the early upgrade an to call back in a few weeks. After explaining this was unacceptable (I do not like the idea of a young female being out of state and away from home with no reliable means of communication), she places me on hold to later return with the only offer of I must purchase a new device through her ( over the phone) which will be shipped to me, the phone was priced $100.00 more than the online price (they will not price match), plus i must pay $30.00 upgrade fee, $35.00 activation fee and taxes on the retail price of the phone. I am upset and disappointed with the quality of service provided by Verizon being a 20 year customer. If not for the seriousness and urgency of this matter, i would not have asked for an early upgrade. It is times such as these that you get to see how much of a "valued customer" you really are. I guess you are valued as long as you pay your bill and continually purchase their products. I would like to speak with someone from Verizon's corporate or customer relations department. As of now I am really considering changing my service to a different provider. I have multiple accounts with Verizon and i will canx each after the current contract committment expire (starting with my daughter's phone which expires in 6 weeks) In the meantime I will go purchase her a new phone with someone else and take comfort knowing she will have reliable communication.

I started with them in 1985. It has been wonderful service but very expensive. They seem to operate on day of deposit day of withdrawal. That means that I have no benefits nothing beyond the normal customer if I don't pay my bill they shut me off. That's why I have switch to another provider and I have better service lower cost and better phones. you can't beat other providers I mean it. Please don't expect more from verizon other than a "pay me more money and I'll do what you want" because it's all about money. Read the transcripts from current Verizon employees all over the internet. The company is going down and they're taking customers with them.
msvat <[email protected]> wrote:
msvat created the discussion
"What is the number for Verizon Wireless Corporate Customer Service Complaint for CA"
To view the discussion, visit: https://community.verizonwireless.com/message/1113982#1113982
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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.

Terrible Customer Service Experiences and

Things added to my order I knew nothing about.
I spoke with someone last night., after being on hold for over 20 minutes. We decided to upgraded my modem.
Today I see there is an appointment scheduled later this week for VOICE.
I have not idea what this is,
I was chatting with someone who was useless, (tech) given to someone in billing who disconnected me, This is after an hour.
I have tried to call but have no idea how to navigate the prompts. But did get thru to someone who had no clue.
I chatted again with someone who then called me and transferred me to someone in billing (I guess they also extended my contract)    I could barely here him and I gave him the answers, but he said I was wrong.
Well, little mr verizon, I have tried to cancel the appointment and you can blame Alex in FL for one for not doing his job.
Solved!
Go to Solution.

tkr wrote:
For the last 3 months, my DSL service has been intermittent or not working at all. I've reached out to Verizon customer service over and over and just recently received help. My issue was the DSL upload/download speed, it appears that my account had been tested and set to minimal speed instead of the 3GB I've been paying for, for years. I'm dissappointed that Verizon didn't think it necessary to send a better modem and a technician until after 3 months of issues, while still accepting and expecting payment in full. I depend on my DSL service for work and my children depend on it for college. I'm a long time customer. I don't understand what Verizon is doing but this is not the way to treat loyal clients. My services have become indequate, wireless and DSL. I'm very dissappointed. And by the way, I'm also a Verizon Business client, so I expected better support and loyalty.
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.

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

Installed my Photoshop Elements 7 on my new laptop. Says my serial number is invalid. Chatted with customer service rep and she says the number should work. What now?

Installed my Photoshop Elements 7 on my new laptop. Says my serial number is invalid. Chatted with customer service rep and she says the number should work. What now?

Hi,
Did the serial number come from a boxed set and previously installed from disc and are you now trying to install from a download?
If so, that will not work - the serial numbers are different.
If you don't have a dvd drive on your new system, perhaps you could get someone to copy your disc to a memory stick and install from that.
Brian

How do I contact Verizon corporate regarding customer service issues?

I'm trying to escalate an issue that I have with customer service and just can't seem to find out how to contact corporate to discuss my issue. I have talked to customer service supervisers and asked them to escalate my complaint. After being told it would be 5-7 days to respond, I'm still waiting. Any help in contacting the right department at corporate would be helpful.

Hello asianguy1964,
I am available to assist and address any concerns that you may have in reference to customer service issue! May I ask is your posting regarding a billing issue, wireless service issue, or a interaction with a representative? Also, were you provided a reference number to your complaint? If you have a reference number then I can check on the status of your concern. Prior to investigating your reference number, would you be kind as to share the details of the issue as I'm condifent that we can If I am unable to provide a solution for you then the additional information will help me forward your concern to the appropriate channel. I look forward to hearing from you in the near future.
Thank you...
ArnettH_VZW
Follow us on Twitter @vzwsupport

Misrepresentation by Verizon - and lack of "Customer Service"

I have tried to follow the "proper channels" and no one seems to care - so here is the letter I sent to the "Correspondence Team" minus my personal information.
Verizon Wireless
Attn: Correspondence Team
P.O. Box 5029
Wallingford, CN 06492
To Whom It May Concern,
First, please know, we have been loyal customers with Verizon for approximately 8 years; and, up until this point in time, we have been pleased with our service provided by Verizon Wireless. With this timespan of provided service, I am estimating that we have spent in excess of $15,000 with your company.
We have two children in college, and with their urging, we recently decided to upgrade our phones to the smart phone technology. For years, we had been satisfied with our antiquated flip-phones. This is where our nightmare began. On March 31st, we saw an advertisement for Verizon that you were offering a new plan for the amount of $160.00 per month with unlimited text, talk, and 10GB of data – with a buy one get one free Samsung Galaxy S4 phone. We attempted to explore this offer on-line; however, your website was not working. We then saw an advertisement on your website for a phone number to call about the “Edge Program.” We called the number and were connected with Charles Brown. He was eager to assist us with our needs. I do not have his employee number; however, his phone number is (888) 924-7934 ext. 8486.
For about the next 2 hours, Mr. Brown discussed the plan with us and assured us that this was the plan that would be the most beneficial. The new plan would provide the unlimited text, talk, 10 GB of data and 4 new smart phones. During this time, he assured us that our bill would be no more than $175.00 per month for both the service plan and the phones. He stated that we were up for renewal on several of our phones and we would receive rebates on each of these phones. He continued to assure us that with our initial deposit on the phones and with the rebates, our total bill would not be more than $175.00 per month. We signed the agreements with him continuing to assure us of this situation. The night we signed the contracts, we received 17 emails regarding our new service.
Within the next few days, we received two of the phones. The bill that arrived stated our bill would be $240.00 for these two phones. We contacted Charles and he stated: “Oh, don’t worry about that! When you have activated all 4 phones, the rebates will kick in.” It then took an addition two weeks to receive our next two phones.
We then received our next statement for the period of March 13 through April 12 for the amount of $380.00. We attempted to contact Charles with no success. We thought, well, we just activated the phones. Perhaps, these rebates have not taken effect yet. We paid $180.00 and again attempted to contact Charles. We have made these attempts numerous times to no avail. Apparently, he has made his commission and is done.
Our next bill arrived with a current charges of $278.35 with an additional past due balance of $200.04. No credits or rebates had been applied.
On May 21, 2014, I contacted Verizon Customer Service. After speaking with one lady, I asked to speak to a supervisor. I was connected with Kelli (employee number 992300). I told her of the above stated events and gave her our concerns over the fact that we had been lied to by Mr. Brown. She placed me on hold to do “a little research.” When she returned, I also inquired if all sales phone calls were recorded. She stated they were. She asked if we were offered the plan with a 2 year renewal contract and I told her that during our 2 hour conversation with Mr. Brown, that the only plan we were offered was the “Edge” program. She then offered to switch us to a 2 year renewal service plan including the phones we had received for $183.00 per month. I agreed to this verbal agreement. She then asked if we had signed the Edge contract and I stated that yes we had with the assurance from Charles that we would receive the rebates. She then retracted her offer and stated the best she could do was a 6 to 12 month credit to our account. I declined and asked her to listen to Charles Brown’s recorded conversation with us. She stated she would and stated twice that she would call us back within one hour. It is now May 25th and we have yet to hear from her.
After one and half hours passed, I called the customer service number again and after asking several times to speak with a supervisor, I was connected to Marcus (6805). He did tell me that it would take up to 72 hours to research this type of request. I stated that I thought that was reasonable; however, I was promised a return call within 1 hour. He stated he would continue to follow up on this situation.
In all honesty, I do not expect to hear from either of these representatives. I feel that I was make promises just to get me off the phone and they have no intentions of following up on my requests.
We do not wish to cancel our service with Verizon; however, we are feeling that we may have no choice in this matter. We feel we have been lied to, ignored, and unvalued as a loyal customer. I also feel that “calling customer service” would be a waste of my time and energy and would only result in further frustration and anxiety. We contacted AT&T and they have stated they would be more than thrilled to meet our telecommunication needs.
What can you do to help? Please review our multiple conversations with Mr. Brown. You will then find that our concerns of untruthful statements are legitimate. We would be more than happy to switch to the 2 year contract for $183.00 per month. If this is not available, we will be forced to switch to another service provider.
We would appreciated any further consideration of this matter and if would like additional information, please do not hesitate to contact us at our home number or respond on this forum.
Sincerely,
A Very Unhappy, and soon to be former, Customer

Although long in your post the situation was somehow messed up.
Like the AT&T plan you are alluding to the price is $160 plus taxes and fees per month in addition to the Edge Plan charges of at least $100 for the four phones ($25x4=$100) so that would be $260 plus taxes and fees. There could also be pro rata charges for partial month of service. First bill is higher in many cases.
Now if you were just going to purchase four new smart phones under a 2 year contract each there is the cost per device at subsidy say $200 each or ($200x4=$800). Plus 4 upgrade fees at $30 is $120 plus the cost of a plan you choose with shared data. So $920 plus plan say at the lowest rate share plan to be $160 plus taxes and surcharges. You would have received an invoice way over $1000.00 so you were put on the edge plan.
You were misinformed as you have to pay a cost for each device for 20 months.
You may have not heard that point in the conversation. Or it may not have been told at time of sale.
I hope the letter works out.
Good Luck

VERIZON WIRELESS PLAN CHANGES, CONTRACTS, UPGRADES - Lack of Customer Service!

I have been 1 of your customers since August of 2006.
I even own a 2nd phone line that I have been using since approximately 2002
Most recently I had inquired with Verizon Customer service about upgrading my cell phone from a BlackBerry to a Droid Maxx (for one of my accounts)
My first inquiry was with a Verizon Rep on the Verizon Online Chat on February 16, 2014. I told her that I wanted to upgrade my cell phone from a BlackBerry to a Droid Maxx, and I inquired about my Unlimited Data Plan. She said I would “not” lose my Unlimited Data Plan even if I upgraded to a Droid Maxx. I also asked about a Hot Spot, and she said that would be “included in my Unlimited Data Plan” at no extra charge.
I called Verizon 611 later that same evening and talked live with a Verizon Rep, again asking and confirming the answers to the same questions. I also asked about “throttling” if I went beyond a certain usage on my data plan, if I upgraded to a new cell phone. He told me that I would not be limited to certain speeds and bandwidth, no matter how much I used my cell phone since Verizon does not throttle their customers’ data speeds (since Verizon had received so many complaints in the past for throttling, so they do not do that anymore). He also said there would “not be an issue with upgrading to a new cell phone and keeping my current data plan.
A few days later, as I looked further into upgrading my device, and trying to make a final decision, I again called Verizon 611 – Customer Service. But this time the Verizon Rep that I talked to contradicted the other two Verizon Reps info because he told me that I would “lose my unlimited data plan” if I switched to a new cell phone. He also said if I made any changes to my plan, I would lose my Unlimited Data. He said there would also be an additional charge for a Hot Spot. I asked about bringing on a 2nd person to my plan, and keeping Unlimited Data on one of the phones, while having a 2nd data plan package for the other phone for the additional person. He told me the Unlimited Data Plan would only apply to the Original phone on this account and the original phone number. But if I added a 2nd person/phone to my account they would “not” have Unlimited Data since the new (2nd phone) was not grand-fathered in to this current plan that I had with Verizon.
Finally I decided to go in person to visit a Verizon Store. When I went into the Verizon Store at Jantzen Beach, North Portland, Oregon, the Rep I talked to said she had been with Verizon for almost 8 years. She said all of the info that the other “3” Verizon Reps had given me was “not” accurate. At this time, I learned that “ANY/ALL changes to my plans would immediately make me lose my Unlimited Data Plan. And the ONLY way I could keep this plan, would be to buy my own cell phone (at full Retail cost) and have it added to my account. And that if I tried to add a Hot Spot, it would cost additional money outside of my data plan. Also if I tried to add a 2nd person/cell phone to my existing account that I would immediately lose the Unlimited Data Plan. I was not allowed to change my cell phone#, add any additional user or cell phone, or upgrade my device without losing my Unlimited Data. She also said maybe I was told something different by the 611 Customer Service Reps because they have authority to make changes or exceptions to plans, and that normal Verizon Store employees do not have authority to make the same changes.
My complaint and question to Verizon is…..WHY do all “4” Verizon Reps have different explanations, advice, rules, etc…when it comes to something as simple as upgrading to a new device and wanting to keep my current plan? To me, the rules and explanations should not vary day to day, and depending upon who I talk to?
I was originally an AT&T Customer prior to 2006 and I switched to Verizon. This is my first real experience with HORRIBLE customer service and deception from Verizon!
IF I had made any changes when I initially or immediately after I inquired via the Online Chat, I would have LOST my current data plan! And then to tell me that I need to go out & buy my OWN phone at FULL Retail price If I want to keep a plan that I’ve had for years now!!!
How much money have I already paid to Verizon in Monthly usage charges since 2006 (for almost 8 years now)??? And you want to reward me for this loyalty and being a Long time customer by cheating me out of my current plan, or trying to deceive me with false promises that I won’t lose the plan? And then when I finally do want to upgrade, you will take that plan from me? And even after being a customer for 8 years with one account and almost 12 years with my 2nd Verizon account (that I listed at the beginning of this letter), you won’t even offer to give me a free device or a discounted device for renewing my plan? NOW I need to buy my own phone if I want to continue on with my current data plan?
None of this makes sense, and I have now been told “4” different versions of rules, exceptions and Plan change policies by 4 different Verizon Reps! They ALL work for the same company --- Verizon Wireless --- so they should ALL have the same answers and rules, right? I really feel nobody is being honest & upfront with me about this, and I am seriously considering moving back to AT&T Wireless. As at this point, Verizon wants to do nothing to reward me for being a long-time customer. I’m beginning to feel that the goal here is to deceive me and cheat me out of my Unlimited Data plan.
What can you do to make this right? I know you must have record of the Online Chat and also you record 611 Customer Service calls too? How can you explain why all “4” of your Reps have different rules and explanations for Verizon phone plans?
If I do not receive an acceptable response to this letter, you can count on me moving back to AT &T Wireless. I will also tell all of my Friends & Family that are currently with Verizon about this negative experience. In the past I have encouraged others to move to Verizon Wireless, but now I no longer feel that is good advice for anyone.
My boyfriend who “almost considered” switching his service to Verizon, is now seriously considering the integrity of Verizon. He works in Information Technology with large corporations and will also pass this story on to his business associates.
I look forward to your response and explanation. I feel that after my long term loyalty as a Verizon Customer, I deserve much better treatment and honest answers from Verizon.

cheralin333 wrote:
I find this all very interesting that the 3 responses I got to this post are ALL defending Verizon jacking around a long time customer. I would almost venture to guess that Verizon hires people (probably in India & Pakistan) to read their forums and defend whatever they do to their customers. How do I become the bad person for wanting good customer service? How are they in the right for trying to be deceitful. None of their Reps had the "same story or info." NOW I have 3 responses from "supposed PEERS" or other customers in the Verizon Community. But instead of rallying with me as a customer all 3 are posting comments like they "work for Verizon." And even Ann's response contained info that I already had in my original post. And this last post from pherson knocks me for not being loyal?? I have been loyal for over a decade but why would I kiss up to anyone that is trying to make me take it in the shorts??? I'm convinced you are all making minimum wage from Verizon to read their forums and defend their ridiculous practices. Go find a real job.
No one is "defending" Verizon. We are telling you that
A) No one from Verizon corporate will see you post
B) Even if they did they are not going to change policy because 1 customer or a few or 1000 or 10,000 threaten to leave.
So there is no point to your rant. It was waste of time. The people you intended it for aren't going to see or care. Also the FCC, FTC, BBB, etc etc are also a waste of time. The only thing you can do that you have power over is to speak with your wallet and go elsewhere. That would be FAR more productive than what you've done here. I still don't get how people think that because they made a post on a messageboard they can change things. Like people haven't been complaining about this for literally the last 620 days. How's that worked out so far?
Oh and I SHOULD report your post that is full of insults. Next one I WILL. How is that for a threat?

LEAVING VERIZON - Lack of Customer Service Knowledge and Waste of my time

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