Loyal Customer Dissapointed

To start off, I would like to say that I have been purchasing sony and previous sony xperia and sony ericssion products in the past. 2 televisions, a cam corder, smartphones, dslr's and accessories. Even my best friend of 18 years is a loyal sony employee out of head offices in Toronto. Yet i still can not believe I am having so much difficulties when it comes to feedback from the technical support services of Sony Xperia and my Xperia ZL. Near late October 2013, I had claimed a problem with my Xperia ZL which i believed to be a manufacturer's problem. My simcard was not being read. I had called in and the representative filed an RMA and had me send my phone away for repair. The repair centre in which they had me send my phone, was the wrong one. I got my phone back 2 weeks later. So obviously I call back, i am apologized to, bygones are bygones and the soothing words of "it is being escalated" were sung to my ears. I was told I would get a call back. Another week passes. No phone call and I had deja vu, I was told the same thing as the previous call, on this phone call back. I begged them to take down both my home phone and cell phone, plus email me as soon as they can figure out where I am supposed to send my phone for repair! Being the patient person I am, I gave them another week from the last phone call. It was around December 26/27, the last time I called into Xperia Support. I explained my situation as I have "Xplained" above. I was transferred to a manager, where then he told me he would personally take my case to the supervisor or whatever, in charge of escalating the process, and that he would call me back within 2 hours. That phone call was not made. Also let me say that the manager I spoke to, couldn't stop emphasizing the fact that he would literally run over to the person in charge of my case and have him/her get back to me about my case IMMEDIATELY. The phone call was not received by me, that day... I have not received any type of response since. It is now January, 3, 2014. I have wasted money and time. If the Xperia support team had got back to me, by now I may have had my phone back. Since my case has not yet been attended to or whatever the problem is, and they decide to get back to me I will then have to wait another 4-6 weeks (as per estimated time given by Xperia) To get my phone back! I have a limited time on my warranty, seems like the customer is the only one to worry about that? Did I mention, I even went out and bought a phone to use? Back around the third phone call ...It was an Xperia Z. Well thats my story, Im going to make another phone call today. I never thought this would have happened, or even played out like this. its a shame. Thats my story. Im disappointed.

In uk and same happening to me with being told my Xperia t is not logged in when sent 18/12/13 no escalating as basically we don't care with so many of them saying different things , will not buy another if this is their home country service . Simply awful and lack of any haste - through online , phone , stores all useless

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8 years of loyal customer, today is the first I've been dissapointed....

I had '1000 BONUS MINUTES 2 YR RENEWAL' and '1000 BONUS MIN SHARE SECONDARY 2 YR RENEW'. It doesn't say "...FOR 2 years". Just an additional description of "2 YR RENEWAL".
When I first got these bonus minutes, I asked the rep if there was expiration date, he said no as long as I have my service with them, I would have these until I either use it up or leave verifizon. Of course, I checked the renewal contract before I signed, it is no where in the contract that states it will expire at a certain date. I went through couple renewal already with these bonus minutes.
I've finally went over my minutes. Never worried because I had the extra bonus minutes. I got the bill, Verizon charged me and when I called, they said it expired few months ago. I explained the story, even asked them to send me a copy of the exact contract with my signature. I am holding it now and there is no expiration date nor states it expires in 2 years. He's telling me to go to the store to dispute it and show the contract. I was like, i'm trying to save time from over the phone and ask if he could do something. The only thing he could offer me was eliminate half of the overage (I went over of about 100 minutes). Even when I mentioned I've been with them for over 8 years and this is the first time I've had problems with them. He didn't seem to care. Is he not trying to do anything because I'm still currently under their contract?!? I bet if I my contract was up, he would definitely do something so that I would stay with Verizon. Well, many companies are like this when they know you are still under their contract. They are more nicer and would be willing to do more to keep you if you are not under contract. But still, the contract does not state the bonus minutes expires and I've been with them for so long. The best he could do is take out half???
I want Verizon to point to me on the contract where it states it expires and then I will pay for it. But I do not see it.
Do the math Verizon:
1) A customer who's been a loyal customer for over 8 years, Verizon receives the payment for the overage and have the customer for one more year, and then leaves to another provider.
2) Or Verizon takes care of this bonus minutes (if they say it's only good for 2 years, put it under contract moving forward), Verizon puts back the 2000 bonus minutes with no expiration as what the customer signed, the customer stays with Verifzon.
hmmm...kind of hard to see the long term investment...but i would go with option #2.
**Yes, $45 is not that much and I understand many came into situation of paying hundreds of $$$ but it's the principle and what I've sign for**Hey we got bills to pay. If we treat all our bills like this where we do not worry about little amount, it adds up!

Wow! You've been a customer for 8 years, I've been a customer for a decade and I JUST recently learned (after going over my allowance 2nd time in 10 yrs) that loyal customers, per Rihana (a supervisor I had to resort to working with), are given "bonus minute packages." Customers are supposed to be able to locate them in their online account under plan drop down box, under "promos." Per Rihana, the bonus minutes NEVER expire IN FACT I will accrue more over time. I was told I currently have 2 "bonus minute packages," one for 50 min and a second for 150 min "to use if during a billing cycle you may be close to going over. This is to avoid having to upgrade to a bigger plan temporarily, mid-cycle, not having to pay the extra $20+tax, to avoid atrocious overage costs, only then to go back to your normal plan come next cycle, provided you feel confident you will not repeat the same mistake. "You are able to see your bonus minute packages online, however you MUST call customer service to have them applied."
Rihana graciously waived my overage minutes after apologizing for the fact that I was never made aware of this precautionary measure.
Later that day I went online and noticed my bill was promptly adjusted (that was nice to see) and to check out these bonus minutes. After searching some time, and FAQ'ing it up, I found the support forums. I found ONE other customer inquire and get a response from a VZW rep that they are located just where Rihana told me. BOTH that customer and myself have yet to see them.
My fear is that they were used instead of the credit issued as proposed ("I'll waive the overage minutes this 1 time"). Should this be the case I will have been grossly mislead and downright lied to. I will not hold contempt prior to investigation so my next step is to, once again, call a rep and inquire about these elusive bonus minutes. Be aware customers, there are potential precautionary promotions such as these but we are not made aware of them, we must inquire!

I have been a loyal customer for years and have a hot spot because internet options are very limited in our rural area. I have stayed with 10G since the beginning. Most months I don't use the 10G. Verizon has no problem with me paying for Data I don't

I have been a loyal customer for years and have a hot spot because internet options are very limited in our rural area. I have stayed with 10G since the beginning. Most months I don't use the 10G. Verizon has no problem with me paying for Data I don't use. This month my daughter comes home from College and she accidentally uses 24G.....14 over get blind sided with $140.00 in overages. I called Verizon today......stopped in to the store today......My neighbor told me they waved charges for her one time. Lots of charges.....But I'm am getting no help. Not even an offer of a payment plan to help me out. I went back just 6 months and I have over paid for 19G.....Seems like they would like to help out their loyal customers!!!! Does anybody have any suggestions on how to deal with them? We are not wealthy....or I would just pay this and walk away......

There is a big misconception in what customers believe a cell carrier is obligated to do.
You pay a set price to use up to that amount of xx data. It makes no difference if you use it to the paid limit or way under. Its like peace of mind when you don't have to worry about a data counter.
Your daughter used the data, your plan is quite clear of what overage charges are. Why should or would Verizon wireless just forgive the charges because you are a customer? Your daughter used the data, get the money from her. That is the responsible thing to do.
There is no "I have been a loyal customer so please remove the $120, or $250, or $2,000.00 since I did not mean to use it"
Your electric company, or gas company or any other company does not remove valid charges. Why should Verizon wireless?
Just pay the invoice and don't think you are being mistreated because Verizon is a business and not a charity.
Good Luck

Why was a loyal customer banned from online purchases without even a warning or a phone call?

Today I tried to use 10 gift cards online to purchase another gift card. I want to be clear. In doing so there was no warning or deterent for me to try and do so. I tried was because I read a response from BB Social Media Specialist John-BBY that it could be done in the store: http://www.forums.bestbuy.com/t5/Best-Buy-Store-Purchase/Can-you-combine-best-buy-gift-cards/td-p/86... So I figured why not see if it works online. The order was processed and then canceled. I then tried to order a portion of a larger gift card with some of my existing giftcards and then put the rest on my credit card (which has the same billing address as the shipping address for the delivery) and it was canceled again. I am not a theif nor am I trying to launder money. I am simply trying to combine the gift cards my wife and I have aquired (many of which we only have the number and the pin for) so that I can purchase 1 large item at BB. I know I can only use the numbers + pin at bestbuy.com. I cannot use them in the store as I do not have a physical card nor an e-gift card with a bar code.
Because I am not doing anything illegal or trying to fraud anyone, I promptly called BB on the phone to make sure they know I am really me. I spoke with a nice rep who while pleasant enough, gave me the unfortunate news that my bestbuy.com purchasing privileges have been revoked?! That there was nothing that she could do. That now I have to wait 5-7 days while it is reviewed by the risk department. My case number is {removed per forum guidelines}. This seems EXTREME right?! Why if you have no GLARING public warning at checkout would you cancel ALL of my privileges to purchase online? I write software for a living. This is clearly a CATCH all fraud mechanism built into your sales system. Why don't you just put an error message on the order form saying that you are not allowed to purchase giftcards with giftcards online? Writing, testing and releasing the code for that simple error message would take a fraction of the man hours that "investigating" my single case is going to take. Let alone the possibly hundreds of other customers that you put through this rigamarole. Without any warning how are people supposed to know?!
I am certainly not a new bestbuy customer. I have a fantastic purchase history by any retailer's standards. Especially one with such heavy competition. I am a "MY" Best Buy member. I have the Best Buy credit card. I have bought things at bestbuy.com over and over again for 5+ years! What better shining example of a loyal customer do you want?! This is a HUGE pain in my butt. I simply want to use my 12 gift cards of varying balances to purchase 1 single product. What can you do for me? The customer satisfaction/social media PR team has to be able to do something. A resounding "Our hands are tied" sounds like a real loud lack of trying. In anyone's mind (employee or not) if no one can help me this has to be seen as a huge let down of a loyal customer and a understandable reason for me to start bringing my business elsewear. I don't think I have ever been treated like this by Amazon.

Hello jsanford,
Placing an online order with us should be a relatively easy process, so I can imagine your surprise to find your order unexpectedly cancelled after being a long time customer with us. It sounds like you’ve been put through the ringer just trying to figure this out on your own, and it’s disappointing to hear we’ve been unable to explain what we can do in order to assist you. I apologize for any frustration this may have caused, and I appreciate the opportunity you’ve provided us to clarify the situation at hand.
While never ideal, there are times when we regrettably must cancel an online order from our end for various reasons. While we are unable to elaborate further as to why your specific order was cancelled, please feel free to view our Conditions of Use that were agreed upon by placing an order with us.
Having said that, we are only able to accept up to 10 gift cards per transaction on BestBuy.com, and this could explain why you were unable to combine all 12 of your gift cards at one time. If you wish to do so, I’d suggest visiting your local store as they may combine up to 15 at one time. It’s understandable how this would be problematic though if you no longer have a physical copy of some of your gift cards, so I’ve sent you a private message to gather some additional information from you. You may view it by logging into the forum and clicking on the envelope icon in the upper right-hand corner of the page.
I hope to hear from you soon,
Alex|Social Media Specialist | Best Buy® Corporate
Private Message

Upset Loyal Customer

I have to say I am very, very, disappointed at Verizon Wireless Services. I contacted Customer Service to ask for approval for an early upgrade on my mobile phone. My upgrade eligibility is available in less than a month and I was told "NO". Now, I understand policy; however, I am having several issues with my phone because it is a very old phone (3G), but I am not getting calls. My phone is very slow, it takes several seconds to make calls, open up my messages or an app. The battery life is terrible. Basically, it's time for an upgrade. I have been a customer since I was in high school, when beepers/pagers were available. I don't recall ever asking for an early upgrade. However, due to my line of work, I need this upgrade and I have a specific phone that I need, as well as a phone that works. I am upset that Verizon Wireless Support was ok with losing my business rather than to satisfy the needs of one of their loyal customers. IT'S LESS THAN A MONTH....SERIOUSLY. It is ridiculous and as soon as I get off of work today, I will begin shopping for another cell phone carrier.

Like jroeder said, the line has to be drawn somewhere. If you say, "it's only one month, what's the big deal?", and Verizon then allows you to upgrade, you will probably tell at least one other person this was allowed. Then that person's phone breaks two months before the upgrade date. So now they say, "Well, my friend got an upgrade one month early, I'm only asking to upgrade two months early. What's the big deal?" You can see where I am going with this. Furthermore, I have to chuckle when someone uses the "loyal customer" argument. First of all, if you have been a customer of Verizon for a long time, then you should be well aware of how the contracts, plans, and upgrades work. Second, you are threatening to cancel service because Verizon will not allow you to break your agreement...it seems your loyalty is conditional, so if you get what you want you will stay with them. That is not loyalty.
You could activate an old phone, or perhaps borrow one for the remaining month before end of contract. If you need a specific phone NOW due to your job, then your employer should be paying for the phone or at least part of it. All of the other carriers will hold you to contracts and upgrade dates, too, unless you switch to prepaid. Good luck to you, whatever you decide to do.

Loyal Customer Thinking About Leaving Soon!

I have been a Loyal Customer of "Verizon" for years and was happy but recently i had a "Horrible Experience" my Droid X was replaced in 10-2011 and it voided a discount on 1 of my lines that i was getting for years. I was told that i could no longer recieve the discount and that was that. The discount was $6.00, but i guess the company would go bankrupt to continue to give me a discount that i been getting for at least 5 years. They are willing to lose a customer with a guarantee bill of $220.00 a month for $6.00. Then i added a line on my family share account with an old phone just to find out 2 days later the phone was put on it's own plan. I called back to correct this matter and the phone was then put on the family share plan, but the representative changed my plan somehow. Due to verizon no longer offering my current plan it had to be sent to a special department to be put back on the account. I then decided this is to many situations occurring back to back so i decided to look through my bills and see what my charges where from this past year. I realized that a line i put a block on since 2008 was being charged for a 1 year for text premium services of $9.99 and 2 months $19.99. When i asked for verification of the block i was told i had blocked something else not that in 2008! What else could it have been because i never blocked the internet or texting? I was then told they couldn't credit me all my money back, because they don't go back that far anyway. What? I guess i'm suppose to keep paying for verizon mistakes. So now my Droid X that was just replaced in 10-2011 is shutting off frequently so i decided to upgrade my phone, because a representative stated that my line was eligible for and upgrade. I went to Best Buy on Monday to upgrade and was told i could only upgrade at "Verizon Wireless", because it's considered an early upgrade! Am i not still locked in a contract for 2 years so why should it matter, a upgrade should be an upgrade and of course the phone is $100.00 more at verizon than Best Buy, so i see it's not about keeping your customers and making them happy it's now about how much $$$$ you can get out of me. I am going to continue to get replacement's for both of my lines until my contract is up and looking for service elsewhere. Very disappointed!

First of all i probably have been a verizon customer longer than you and if you know verizon like i know verizon your taxes and fees change so if it's a $10.00 - $20.00 difference i usually just pay it and #2 I know what i put on the phone because this happened to 1 of my accounts back in "88" so speak what you know. #3 I made my changes with a representative and checked my account 2 days later and that's how i was aware of the mistake the representative made. I never went over a plan with a representative so why was the line put on a plan by itself since you know so much about my experience! #4 I also did all that you put up here opting out and everything and it's still on my bill this month! So once again talk what you know! #5 As far as my discount this is something i been getting for years i don't care what you don't get because i don't pay your bills and verizon has promotions for different people, agency's and etc. everyday so everyone is not the same so once again speak on something you know about. #6 When i was upgrading i went to an authorized agent which was "Best Buy" so what are you talking about every phone and upgrade i have done has been from Verizon or Best Buy not just anyone so once again speak on what you know. #7 anything i do i do with a "Verizon Agent" who recently has made several mistakes on my account and admitted to it. If i'm calling and adding a phone on my family share how do my plan change? You don't know because they couldn't answer it. And last I want you to know that i am far from lazy so watch your mouth. Don't get disrespectful, because you don't know me to call me out my name. Verizon messed up and that happens,but don't quote on my comment being nasty when you don't know the facts. I also received a $400.00 bill this month for there error not mines, due to a representative again not doing there job.

20 Year Loyal Customer - Sick and Disgusted!!

My husband, son and daughter wanted to upgrade their phone the beginning of this year. I went in to the store thinking I had 2 upgrade available at the time, so my daughter upgraded her phone and I asked the sales lady to use the other upgrade for my son's phone and asked her about the Edge program for my husband. She stated we only had one upgrade available not 2. I asked her several times and she insisted there was only one upgrade available and we would have to do the Edge program to get my son his new phone along with my husbands and we could use the 1 upgrade for my daughter. She told us how wonderful the Edge program was and how we wouldn't have to pay everything up front and in the long run be cheaper. So we decided to go with the Edge program for my husband and son's phone.....BIG MISTAKE! Our phone bill jumped to $300 a month, (a car payment!!) and come to find out, after calling Verizon about my high bill 2 months later, they informed me that I did have the 2nd upgrade available even though the sales lady insisted we didn't have it. I was furious and called verizon customer support to see if they would do the upgrade on my son's phone instead of the Edge since she told me wrong.   I was on hold for an hour total (I timed it!) on one day and was transferred to many different people just to be told that I should have known that I had the 2nd upgrade and it wasn't their fault. I called again 2 more time that week waiting on hold for hours and asking for managers just to be told again that sorry.....I should have known that the 2nd upgrade was available and they wouldn't let me out of his Edge program. I told them that I was taking their employee's word for it that she should KNOW whether I had the upgrade available at that time, I do not work for Verizon!!!! Also when we signed up for the Edge program, I didn't get to see any Edge agreement other than what was on her IPad and I didn't have a chance to read all of it to totally understand all the costs involved. So to top it all off, my son dropped his phone and now it will not work. And stupid me had cancelled the insurance to lower my huge bill so once again I called Verizon just to be told, sorry, no insurance no luck. I still owe $400 on a phone that now doesn't work, and even though I still have an upgrade available, I can't transfer it to his phone because he is on the Edge program. But I was told that I could buy a phone for him at FULL price! Geez, that really made me feel so great! I have been with Verizon before Verizon was Verizon, over 20 years now and this is how they treat their customers??? I am beside myself and now stuck with this huge bill for NOTHING! Thank you Verizon for your SUCKY customer service and sham that you have going on. Hope your happy to screw your loyal customers! Sincerely, disgusted and sick long time loyal customer, mjen4

msalyard,
I apologize for the delayed response. I have sent you a private message to further assist you. You can click on my name (Comcastcares) and click on "Private Message Me”.
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To open a PM, double click on the envelope. If you click on the envelope a window will open with tabs for your Private Message Inbox, Sent Messages, Friends, Ignored Users, and Compose new Message. You can also access this area by clicking on the Username in a Thread or post. By default, Private Messages are enabled. You can disable this feature in My Settings>Preferences> Private Messenger.

Loyal customer leaving Verizon Wireless

I have been using Verizon since I got my first cell phone - not even sure what that was... Well over 10 years ago. I stuck with Verizon as their customer service was outstanding!
In the past month I have called twice about my bill. The first call they told me they would remove my overage charge as I had made a mistake with regard to dates. They said a supervisor would call me back if there was an issue. No one ever called me back, and the charge wasn't removed. So I called back, as I didn't want to pay until resolved. I spoke with a representative who took off a much smaller amount & said that he would have a supervisor call me back to discuss the rest. No one ever called.
Today I paid the bill - I may not agree with it, but I do have a choice - to look for a new provider.
Verizon - you lost a truly loyal customer. And with more & more options these days, you will continue to lose more with the deterioration of your customer service.
Note - I would have reached out directly to Verizon, but since I tried that twice to no avail, and since they don't make it easy to submit issues via email or phone, I'm posting it here...

You read right. However the process is also in state consumer laws. I would have to research it on McKinneys
the process is any disputes regarding overcharges, bogus charges and charges in dispute will be handled as a collection if verizon sends it to Financial Security it is in collections.
Over 34 years ago I disputed my invoice with Cellular One. it was not a large dispute but they kept billing me after my dispute of the amount, they did not say why it was owed or for what just a dollar amount. Eventually I get a in house collection letter stating to pay up or dispute it. The other option was call them up to discuss the situation.
Since my dispute was already sent I need not send it again, I called and this very nice lady and I went through the account and my dispute and she was aware of the certified letter and she said I was correct. Take invoice, subtract payments and credits and it actually was they owed me money. Funny the creditor always thinks they are right.
If you read the back of your credit card agreement it also tells you how to dispute your charges and your bank does the same thing. Verizon is not above the consumer laws.
Even though its for debt collection, the certified letter dispute holds up in small claims court and in arbitration hearings. However the difference is verizon states your invoice must be paid while its disputed. This is not enforceable since it conflicts with Federal and State Consumer Laws.

Loyal customer for over 10 years...

It is my suggestion that as a loyal customer for over a decade and I spend over $3000 per year, that Verizon create some customer loyalty plan where they will accelerate the time in which one gets to qualify for a phone upgrade. I am waiting for 2 years as a loyal clients which is no different from someone who's only just begun with Verizon. It seems to me a reasonable perk to create even MORE loyalty and/or goodwill in me to stay, if I could only have to wait just one year for the upgrade deal. Maybe folks who've been with Verizon for 5 years would qualify. Or every year with Verizon shrinks the renewal period deadline 2-3 months until you reach the NEW one year "deal time".
Please throw a loyal customer a bone every once in awhile. I stay here NOT because you are priced the best, but because your service is good/great and you have the best coverage. Please keep me in mind in a world of cell phone users that are constantly jumping to and fro from year to year.
Thanks.

JT29640 wrote:
Verizon=money / customers=crap I've been with Verizon many years under the new every two plan and that is being removed! Verizon has taken away one of the perks for staying. Over those years I've used this service to upgrade my phone but recently I found that upgrading is such a hassle! Before I could go on the website click upgrade and proceed with my purchase. Now, since the iPhone has come along, I can no longer order and choose the device I want! Just a couple of years ago you never heard of "Iconic device portals" or "you can't use your discount with this device" if there was a difference in price you just had to pay it. Verizon has dropped the ball with loyal customers and continue to make stupid choices as to how they restrict us! Sometimes I feel I should cancel service just to come back as a new customer for the perks! I don't need any comments from contributors that are absolutely in love with Verizon. Keep it to yourselves! We all know that you defend them but one day you'll be on the receiving end! Get a clue Verizon!
Just so you know, I am not here to defend Verizon. Just trying to understand WHAT device Verizon is not allowing you to purchase(with or without discount, what discount, etc...), especially since you say that you are willing to just pay the difference.
I have made 2 phone purchases since the iPhone was first released on Verizon, and was able to purchase the phone of my choice(actually my wife and child's choice, and I didn't even allow my child to get the phone of her choice as I didn't think a 13 y/o needed an iPhone) without a problem. Maybe I am not choosing the phone which is not allowed. Which phone are you NOT able to choose for purchase?
What discount are you not being allowed to use? I have seen people on here who have said they were allowed to use their NE2 discount with an iPhone. What phone are you NOT being allowed to use your discount with and what discount is this.
As to leaving Verizon and coming back as a NEW customer to get perks, you will have to be away from Verizon for 60-90 days before you will be able to come back as a NEW customer.

I have had my apple tv 2 for about 3 months which work perfectly fine when I use it with my iPad 3 ー all of the sudden I get the HDCP Error! I read the forms and done everything! Apple I name a loyal customer, please come out with an update soon!

I have had my apple tv 2 for about 3 months which work perfectly fine when I use it with my iPad 3 ー all of the sudden I get the HDCP Error! I read the forms and done everything! Apple I name a loyal customer, please come out with an update soon!

That's one of the weird things.. it recognizes it maybe 10% of the time. And usually, only after I do the two-button reset. Problem is.. since it won't charge above 2%, anytime I try to do a restore or anything like that using iTunes, my device shuts off and I lose whatever progress I'd made.
So, an update... after reading through a bunch of similar complaints (there are literally 1000's of them so there's NO WAY this isn't somehow ios7 related, thanks a lot APPLE ) I decided to try a restore in recovery mode. After 3 hours and several disconnections... I ended up having to just set it up as a new iPad, as the restore did nothing. Weirdly though... as I was doing the restore in recovery mode.. I noticed I'd gotten up to a 10% charge.. higher than it's been since September, so after setting it up as a new device, I turned it off and plugged it in using the wall charger. 2 hours later and I was up to 38%. Still not great, as my iPad, before ios7 could've fully charged twice in the amount of time it took for me to now get 28% more of a charge. And that's with a fully cleaned out device.. so that really ***** and I'm now more confused than ever.
But I'm gonna leave it overnight charging and see what I come up with tomorrow. Sadly, when I paid $600 for it in February, I never expected to have to play "wait and see" with it...

Best Buy, what is a loyal customer worth?

I have never written this type of message before but I felt this to be important for Best Buy to read. I was in retail for 37 years. I started out stocking shelves and ended my career a Senior Director. What I experienced in the last 3 days over a cell phone purchase with Best Buy is certainly why businesses today are not truly worried about developing loyal customers.
I was in the market for an i-phone 6 plus and went on line searching for any kind of deal on this phonefor Christmas. On Best Buy.com in bold print was the offer, "Receive a Free $150 Best Buy gift Card when you purchase any Verizon Smartphone with a NEW 2-year or Edge activation." I printed off this copy and went in to a store and asked about the promotion. I was told they had none of the phones, the deal was over on Friday so there was nothing they could do. I went to another store and got the same story. Feeling defeated I went home and got back on my computer and there was an e-mail from Best Buy saying I left this phone in my cart, are you still interested? I decided to call customer service and ask about the promotion and if I could get the phone. I got a guy named Ralph who said he was familiar with the promotion. They had phones to order on line and would help me all the way through. He did say that he was not sure if this meant just for new customers, but he said it does not say that so I will go through your purchase with you and make sure you get the gift card.
He helped me all the way through and said at the end of the transaction was when they would get me the gift card. At the end, the gift card offer still did not come up and he said, "now I see in my notes you will receive an e-mail from us within 4 hours with a link for you to get the gift card." Well, that did not happen. I waited for Friday after Thanksgiving and called customer service. This person said you get the gift card when you activate the phone. Just take the phone to the store when it arrives, activate the phone and that is when you will get the gift card.
My new phone came today and so I took it into Best Buy. I handed the associate my printed copy of the promotion and my phone and told him, I wanted to activate the phone, but only if I was going to receive the $150 Best Buy gift card. He proceeded to tell me that the promotion was last week but the "New 2-year activation" was only meant for new Verizon Customers. I asked him where it said that. He said "that is what it means" the Verizon person told us that. I again tried to tell him, I would be signing a "new 2-year activation" with the activation of the phone but I was already a Verizon Customer. He said that is an upgrade 2-year activation, not a new customer 2-year activation. I again pointed out that this distinction was not made in the add. He called his boss. His boss said the same thing that the add "meant" new customers. I said so it does not say that but I am supposed to know what it means. He told me this was a Verizon promotion and that is what they told him. So I asked if I could take this over to Verizon and would they honor it? His words" they won't, they are worse than we are."
At this point I could not beieve my ears and I said I will just return the phone. This $150 Best Buy gift card, that would be used on your merchandise with your margins would maybe have cost you $75. I will probably not purchase anything at Best Buy for a long time unless I have to. My story will certainly be discussed at gatherings as we all talk about our Christmas shopping trials, good deals and bad experiences. Best Buy, was it worth it? Do you even care? If you want to make this right, you can e-mail me at the e-mail address associated with my "unboxed" account.

Hello putter,
Welcome to the forum. I'm very sorry for the delay in replying to your post. It's always a smart idea to look for a good deal when you are ready to upgrade your phone. It sounds like you received conflicting information when you tried to take advantage of the promotion, and I sincerely apologize for any frustration, and disappointment this has caused. I also hope I can provide further clarification.
Per the terms and conditions of the promotion, which you can view in the link MMaier kindly provided, it states: "Valid only for customers NEW to Verizon." I'm very sorry if the agent that helped you when you called was not aware of this information. Using the e-mail you registered on the forum I was able to locate your information, and viewed that you have since returned the phone. Are you still interested in purchasing a new phone? Is there any way I could further assist you? We truly do appreciate our loyal customers, and I assure you I will also be documenting your comments for further employee training.
Thank you again for posting here on the forum, and I hope you will give us another chance in the near future to offer you a much better experience.
Respectfully,
Maria|Social Media Specialist | Best Buy® Corporate
Private Message

Ink levels, bad quality & possible loss of loyal customer!!!!

I can't find any of the places this is telling me to go to look for my ink levels. I checked the drivers and they are up to date and working properly. Yet I've been having problems with my printer not working correctly and sometimes not at all. I was hoping to look at the ink levels and see if something has gone wrong with my new ink cartridges that could be causing these problems. However, I can't find the place(s) to go to and check. It's simply either not there or not where this says it should be. I don't understand. But my printer never indicates that the ink is low even when it is (by way of the indicator light), I never get on-screen messages telling me it's low either (like I did with my last HP printer...that also died with similar problems), and it seems to be going through ink much faster than it should. And that's with a combination of draft quality and normal quality printing of simple black text items. I rarely print anything of either a higher quality level or with pictures! I don't understand why I am having these problems. It is very frustrating because what was an awesome printer seems to be having problems and we never know when it is going to work. Since the ink runs out entirely too fast, this also puts a financial burden on my family since the cartridges exceed $30 yet I'm getting half or less of the printing that it indicates one would get for regular everyday black printing without pictures. I am on the brink of stepping away from HP entirely. I have already ventured away from HP on the computer level and, now, I just might venture away from HP printers and other products alike. Especially since my HP wireless mouse also acts bizarre at times and just won't work for a spell and suddenly works again. It's not the battery because it happens even with a brand new battery. It seems that, no matter how much I respected HP as a company due to their "superior quality" it has the reputation for, HP has let my family and I down. I am a college student and it is most inconvenient when I need to print a paper for school and I have to get to school early and PAY to print it because my printer or cartridges are "conveniently" on the fritz again!!! I highly suggest that HP looks into the various systems that people are using with their printers so they can give better advice, or info, on how to check the levels, and I even more highly suggest that HP invests into their quality before the general public starts to feel the way I've been feeling and also walks away from the HP company as a whole. I've been using HP, computer and printer wise, since 2000 and it's a shame that it has come to this. If someone would like to reach me about my thoughts of the company's new-founded UN-superior quality and attempt to keep or regain me as a customer my information is as follows. Dana M. Briscoe[text removed for privacy]
I hope this feedback is taken seriously if HP is serious about their quality, performance, and loyalty to their loyal customers (who, by the way, are getting ticked at the declining quality). With each HP product I own, the quality seems to decline, and that's a shame because each time I actually upgrade to a "better" and more expensive model thinking that the quality is due to it being a cheaper, lesser quality product. It seems that when I "upgrade" the quality actually worsens, which is absolutely backwards. I spend more so I get less. Not many companies follow that standard!!
I can't find any of the places this is telling me to go to look for my ink levels. I checked the drivers and they are up to date and working properly. Yet I've been having problems with my printer not working correctly and sometimes not at all. I was hoping to look at the ink levels and see if something has gone wrong with my new ink cartridges that could be causing these problems. However, I can't find the place(s) to go to and check. It's simply either not there or not where this says it should be. I don't understand. But my printer never indicates that the ink is low even when it is (by way of the indicator light), I never get on-screen messages telling me it's low either (like I did with my last HP printer...that also died with similar problems), and it seems to be going through ink much faster than it should. And that's with a combination of draft quality and normal quality printing of simple black text items. I rarely print anything of either a higher quality level or with pictures! I don't understand why I am having these problems. It is very frustrating because what was an awesome printer seems to be having problems and we never know when it is going to work. Since the ink runs out entirely too fast, this also puts a financial burden on my family since the cartridges exceed $30 yet I'm getting half or less of the printing that it indicates one would get for regular everyday black printing without pictures. I am on the brink of stepping away from HP entirely. I have already ventured away from HP on the computer level and, now, I just might venture away from HP printers and other products alike. Especially since my HP wireless mouse also acts bizarre at times and just won't work for a spell and suddenly works again. It's not the battery because it happens even with a brand new battery. It seems that, no matter how much I respected HP as a company due to their "superior quality" it has the reputation for, HP has let my family and I down. I am a college student and it is most inconvenient when I need to print a paper for school and I have to get to school early and PAY to print it because my printer or cartridges are "conveniently" on the fritz again!!! I highly suggest that HP looks into the various systems that people are using with their printers so they can give better advice, or info, on how to check the levels, and I even more highly suggest that HP invests into their quality before the general public starts to feel the way I've been feeling and also walks away from the HP company as a whole. I've been using HP, computer and printer wise, since 2000 and it's a shame that it has come to this. If someone would like to reach me about my thoughts of the company's new-founded UN-superior quality and attempt to keep or regain me as a customer my information is as follows. [text removed for privacy]
I hope this feedback is taken seriously if HP is serious about their quality, performance, and loyalty to their loyal customers (who, by the way, are getting ticked at the declining quality). With each HP product I own, the quality seems to decline, and that's a shame because each time I actually upgrade to a "better" and more expensive model thinking that the quality is due to it being a cheaper, lesser quality product. It seems that when I "upgrade" the quality actually worsens, which is absolutely backwards. I spend more so I get less. Not many companies follow that standard!!

Please review this post and then post some details if you want an answer. What printer model? What operating system?
Please be aware that this is not a link to HP, it is a user to user support forum. If you want to contact HP then use the "contact HP" link at the top of the page.
Bob Headrick, HP Expert
I am not an employee of HP, I am a volunteer posting here on my own time.
If your problem is solved please click the "Accept as Solution" button ------------V
If my answer was helpful please click the "Thumbs Up" to say "Thank You"--V

Another Loyal Customer Mistreated... Maybe it's time we change.

In April i upgraded 2 of the 5 phones on my plan. I did the upgrade through the website and verizon has apparently added a $30 activation charges to upgrades since the last time I did this. Although I was not happy with the activation charges, i did the upgrade anyway. I thought it would be convienent to have the $60 added to my monthly bill so that is how i agreed to pay for it. I then went to my bank's bill pay site and added $60 to my next payment to Verizon to cover the cost of the activations. so i wound up paying for the activations well before they were charged to my account. I then reset my payments to their normal level.
Please understand that my bill very rarely changes. i have done everything that i can to ensure that i do not have surprise charges on my account. so, i checked my bill a few days ago, and to my surprise i owed another $13.73. after some investiagting, i found that there was an additional $3.60 in taxes associated with the activations. and that since several months have passed, i have been charged several late fees. well beside being annoyed, i went online and paid off the due amount and thought that would be the end of it.
well apparently i was too late in paying off. i just got a new will that did not show my online payment and is charging me another $5 late fee. so i contacted verizon in chat this morning and asked him to review what happened. i have had charges on my lines before that i did not expect and wound up not paying the addition charges when they were billed. verizon would charge a late fee and i would call and talk to a rep. the rep would kindly offer to waive the late fee (ussually all of them) just to get the original amount owed. this guy was different. there was no offer to waive any fees not even the latest fee. instead, this is what he told me:
Michael: Seth, I can certainly understand concern, but anytime a balance is carried forward, you are charged a $5.00 late fee. We allow you to set up auto-pay to draft the full balance from your checking account, or a debit/credit card by setting up a My Verizon account. This makes certain the full balance is paid.
So Verizon's stance is give me the money and the only way to avoid late fees is to give us the access to take your money when we want.
It's time for another option. unfortunately, i just renewed some phones so it will be awhile. but i need a new provider. this is a ridiculous way to spend a morning.

You know I am feeling the same way about Verizon.
We have been loyal customers with Verizon for nearly 12 years and have averaged a monthly spend of approximately $500 per month for that entire period. Recently I found out that someone in there Credit Department had turned our account over to a Collection Agency who has been hounding us 24/7. Our account has been linked to the same AMEX account which elctronically billed every month so its impossible to become delinquent. Well come to find out after getting through to the Credit Department our account was indeed turned over for phone numbers not linked to our account and not even in the same area code. What's worse is the Credit Manager advised me that once they turn the account over to a Collection Agent they can no longer help us. Despite the fact that it is their error. So I ask them "so what do I do to resolve your error"
DEAD SILENCE! and then I am sorry Sir but we can no longer help you! Really!
Verizon Wireless will now lose our business account, personal cells and our land line business.
Its hilarious that they send out e-mails asking for how they are doing and if they can provide us with any service. I was dumb enough to respond twice believing that someone would forward this same response to someone that may be able to get involved.........................NOT
We need small regional suppliers and small business owners that can actually service the customer and not become so large that they dont have the ability to service there customers.!

What a long time, loyal customer hates about Verizon.

I've had Verizon since the early 2000s, and don't plan on changing that any time soon. But only for one reason: coverage.
Everything else? Phones, customer service, etc? Abyssmal, and always has been. Not to mention their ditching of decent data plans, yet they offer loads of free cloud storage. Really?
I have a Note 3. Its awesome. But every phone I've ever had has always been last on the update block, even if it's brand new. They always load crap onto them, lock them up, dump features they don't like, and make it impossible to really experience your phone how it was advertised.
I will never go into a contract with them again either. I have my unlimited data still, and the day they try and take it, I'm gone, as that and coverage are the only things keeping me.
Don't get me wrong. When I say customer service I don't mean the people. Most of their employees are great. What I mean is what they offer customers and how they milk us for money, yet we don't get the quality of a decent phone experience as payment.
The phone is, and should be, the absolute priority. The market revolves around it. It is the reason for the market.
So this is my question: Why can Verizon not just give us phones with removable bloatware and decent update schedules? Not to mention unlocked bootloaders.
It doesn't make sense to me from a business perspective. Their competitors can only compete in the phone quality ring. Verizon already won the coverage fight.
So, why can't Verizon JUST LIBERATE OUR PHONES? Their competition would be nailed by it, people would flock to Verizon, and old customers would return. Heck, they could probably still get away with their data cost robbery.
Look. I love Verizon for their coverage. Their phones are great, but when Verizon gets their hands on them, kills updates, locks development, and dumps bloatware that nobody wants onto them?
Verizon works for the customer. If their phones reflected that, they would be king.
So. Why not? Please tell me.
-Partially satisfied, loyal, extremely critical customer.

Abosultely Crazy. You know what is funny is currently I work for Verizon but I have my S4 through T-Mobile. I seriously dislike the service that I get but I need unlimited data due to me averaging 12GB per month. I have been at a crossroad for quite some time now because I want to get the Galaxy S5 but through T-mobile I will need to pay Full Retail Price and get poor coverage. Granted, I live in Metro-Detroit and I have amazing LTE service at my home and everywhere I go which would be work and back. Ha. If I leave the big city I immediately lose coverage. I got 4.4 about 1-2 weeks ago. I can't remember the exact date, it is pretty nice. Not a whole lot changed really. Built in Emojis are enjoyable.

Have been a "loyal" customer since phones were in the car only..yes 1989

I first joined what is now called Verizon in 1989 and have transitioned with this company through cell one, air-touch, through the pirate days when sprint and others were actually pirating phone numbers away......since the "Access Line" days. Well...here we are 24 years of uninterrupted service later... and now I have learned that we have become a bad customer because we had a misunderstanding over one very small bill that was the exact same amount two months in a row bill that represented a micro micro amount considering we have paid Verizon over $54,000. dollars for just service alone over the last 24 years...not including all the equipment and extra charges we have run up traveling abroad.....and the many many upgrades through the years. Now these toddler upstart pencil pushing "Consultants" that VERIZON has reportedly hired to evaluate our value as customers have determined that even though we spend about $2400. per year just on service alone.....suddenly, we are not good enough nor are we trusted enough to qualify for an IPAD MINI over 1 year nor are we even trusted enough to have our upgrade phone devices billed to our account (this has never happened in 24 years) . It was my college students hope to finance her own device as a step towards financial independence and because of this "Consulting Firm" we are now not only allowed to finance an IPAD Mini...nor can we even allowed to buy our new upgraded phone devices on our bill !!!!!! We watched in amazement as a rather rough looking young couple walked in and whipped right through the IPad finance process while I was trying to find out who put the negative ding on out 24 year old account....of course I was again told to call financial services...which I have done 2 times before and each time I was told that if I gave them more money they would go ahead and make the IPad thing happen and each time they took more money (we are now paid through May) and each time they posted the payments and then turned us down again and now we can no longer even go into the store and pick up new phones and pay with the monthly bill!! Who is running this company now? And who do they think made this company happen all those years back when they were fighting for their share of the market? I am so angry I can't even tell you how angry I am. Twenty four years and over $50,000. and they have decided we are not to be trusted? My next calls should be to the FCC and the Fair Truth in Lending agencies to file formal complaints. I hope to find out who is responsible for the damage to our record over a bill that was the exact same amount two months in a row and when we called to respond to a suspicious text regarding the bill we just had paid we were told to ignore it other than forwarding it to their "fraud and abuse dept" which is documented on our record. Then we went in to pick up our new phone and were told that our bill was past due again (this is all within just over 2 weeks) so they could not send us out with the phone and to call financial services. So I called again and was told I had paid....then after further pressing and searching I was told they had made an error and we had two bills for the same amount so they apologized and I paid the other bill and was told that cleared up everything and to proceed with the plans to get a new phone and the IPad Mini so I went back to the store and was then told we had been labeled as a bad dept over a $187.58 bill and they could no longer dispense any equipment without payment upfront. Keep in mind that our high balance just 2 years ago was over $1200.00 for travel abroad and that did nothing to our account except get us praise for being a great customer...and now over a minor error on their part I am a bad dept?????? Who is running this company anyway???
Message was edited by: Verizon Moderator

(much to long to quote,sorry)
Let me explain something to you your longevity with them has nothing to do with a credit check or an internal credit decision based on an upaid invoice now or in the past. Mistake or not, it is going to remain and your bill to account is done. That option by the way is a courtsey and not a given right.
And my good poster I had cell service before the bell system was getting into it. Was the 403 customer when the only game in town was Albany Telephone Company which was part of Cellular One and that was over 30+ years ago.
The company known as Verizon was starting out as Bell Atlantic, then it was NYNEX and then it was called Bell Atlantic NYNEX Mobile and then it acquired Air Touch, Arch Wireless and many others. And around 2000 it partnered with another company to be called Verizon Wireless. It was never Cellular One, Cingular which is now AT&T
Bottom line you have no issue as far as credit since they don't have to grant it. Heartening I know but true.
Sorry you had to rant, but I know it made you feel better.

Loyal Customer Dissapointed

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