Open-box warranty customer service despair

Hi evrerybody,
I'm addressing you guys at the forums because I couldn't get a proper support from BestBuy customer service. They referred me to GeekSquad. GeekSquad referred me back to BestBuy customer service...
On 23rd of March I ordered an open-box excellent condition 15" macbook pro from BestBuy.com (Open-Box ID: {removed per forum guidelines}).
The product came with a minor scuff. But I wouldn't bother to go for a replacement at BestBuy store (It's too far away from where I live).
It also had 3 battery charging cycles. Another minor issue. I'm not sure whether it fits its excellent condition description.
When I checked my warranty status (Macbook's s/n: {removed per forum guidelines}) on apple website:
https://selfsolve.apple.com/agreementWarrantyDynamic.do?sn=C02P93U9G3QD&locale=en_IL&caller=sp
It states that the one-year warranty ends on 5th of March 2016 (18 days earlier than it should be from my date of purchase).
Disappointed from BestBuy customer service, I contacted AppleCare (Apple's warranty service) with BestBuy's proof of purchase. They said that it's an open-box product and:
Apple warranties start on the date of the first retail purchase. Our records show that the purchase date has already been established as March 6, 2015 with warranty coverage through March 5, 2016.
The laptop was probably powered-on by the first purchaser and they won't update my warranty status.
But... according to BestBuy.com:
http://www.bestbuy.com/site/global-promotions/open-box-products-details/pcmcat295500050005.c?id=pcmc...
It clearly states that: "The full manufacturer's warranty for an open-box product is the same as buying a factory-sealed product"
So... I don't have, as clearly promised on BestBuy website, 1 year warranty on my purchased product and I couldn't resolve this matter with neither Apple's support nor BestBuy support.
What do you advise?

Hello azarim,
Purchasing an open box laptop should be a pleasant and exciting experience, especially as they are at a discount price! It is discouraging to find that your experience may have been less than what you would have hoped for from a device marked as in “excellent” condition.
I’m sorry to hear that you’ve had trouble receiving service through us, as well as Apple due to the different purchase dates. I can understand how frustrating and confusing this may be, as you seem to be receiving conflicting information regarding your manufacturer warranty from us and from the manufacturer.
Using the information you registered with the forum, I was sadly unable to locate the purchase of this MacBook Pro under your name. With that said, I am sending you a private message to gather further details surrounding this information. You may check your private messages by signing into the forum, then clicking the envelope icon in the top right corner of the page.
Respectfully,
Tasha|Social Media Specialist | Best Buy® Corporate
Private Message

Similar Messages

Re: Open-box warranty customer service despair

Hey I had the same situation, albiet it took longer to reach that understanding!I've been a Best Buy customer for some time now and have always loved the open box discounts and GSP. Apparently, what was told to me (that the battery and charger is covered) when I bought my openbox laptop and GSP is completely false! Me only finding this out after bringing my charger to the Cambridge, MA store, being told that despite having the charger I needed my laptop serial number which I'm supposed to know by memory? Then being told I should call the parts store when I got home, then the representative told me that my GSP does not cover the charger and I should contact Apple, as I made my purchase in August of last year. Now apparently Apple does not have on record that the purchase was not made in August (when I purchased the laptop) but in June (when the original purchase was made) could someone at Best Buy please rectify this? Get me my Apple one year warrnty coverage? Thank you!

Hi there DroopyDogDude,
Purchasing an open box laptop with a Geek Squad Protection plan is a great way to get your hands on a product with a bit of a discount! It is discouraging though to hear that you may have been provided some misinformation regarding our Geek Squad Protection plans. I’m sorry it seems that you’ve had trouble with your charger or battery. I'm sure that encountering more trouble with receiving service through us and Apple due to the different purchase dates would be even more irritating.
Using the information you registered with the forum, I was able to locate the purchase of this MacBook Pro. You should be able to receive service through us either under your manufacturer warranty or your Geek Squad Protection plan. Furthermore, per the Geek Squad Protection plan terms and conditions, your battery should be covered. Although your charger would be excluded from coverage under this plan, it may be covered by your manufacturer warranty.
With that said, do you seem to be having trouble with your charger or your battery, or are you unsure? I would be delighted to assist you in looking into what options you have!
Regards,

Open Box Warranty Issues and Poor Lenovo Malaysia Costumer Service

Dear Sir,
My name is Azri. I just bought a new free DOS Lenovo G400S from your authorize dealer in penang on 31th March 2014 around 6pm. Since the unit was a free dos unit, I just brought that laptop home without opening the box for inspection due to the shop will close at 7pm. Upon arriving at my house I unbox the unit to install the OS. On first start, I notice there was an obvious one big death pixel underneath of LENOVO logo. Since it was free dos, I thought it might be the dos issues, so I boot it with linux live CD. After finish booting, I do several test and notice that the dot is really a death pixel. I pack it up and brought back to authorize dealer on 1st of April. Authorize dealer are keen to replace one to one to me as this is open box issues. How ever they need the clearance from lenovo penang for that. I leave that faulty unit with their RMA department and follow up the next day via phone. Upon follow up they inform me that Lenovo penang request the unit to be evaluate at their center. I had to wait for a few days. On friday the authorize dealer call me and inform that the conclusion will be given by lenovo penang by monday. On Monday I went to authorize dealer again to ask for status. Again lenovo penang decline to give statement. Frustrated I called them and after a while they inform me that my claim was rejected due to insufficient number of death pixel. I really frustrated with lenovo service. I never use that unit and the screen already faulty when I open the box.I hope you could resolve my problem as this unit is my costumer unit. This problem had tarnish the image of Lenovo as your unit with QC passed mark actually don't pass the mark.
Below are details of the product with attached information:
Product Model: Lenovo Ideapad G400s
Serial Number: 1S59392001CBxxxxxxxx
Date of purchase: 31th March 2014 at 6.00pm
Date return to reseller: 1 April 2014 at 1.00pm
Lenovo Penang service report number: 252130 (D014-052)
I went to penang service center and explain my situation. They just asked me to call Lenovo Malaysia to get the authorization for them. So I call Lenovo malaysia on every single day since then. After long arguing they only gave me the reference number that is:
SR : 8002963510 **MYR**
Even though I call the Lenovo Malaysia on every single day, they keep on giving excuse and the agent seem don't know or notified about my problem. When i push them harder they rejected my request for LCD replacement by qouting the US site Term and condition.
I got angry and scold them by comparing their service againts other company such HP. After that they escalate my case to their supervisor. Still after almost a month they didnt want to replace the faulty LCD, They keep delaying the answer to replace my faulty LCD. I dont know where to complain anymore. Plese lenovo help me. I was a victim of your poor support and costumer service. How do you dare to put the QC passed sticker on your machine while your machine are faulty.
Please help me lenovo International. This is machine information.
Type & Model:Lenovo Ideapad G400s(59392001)
Serial number:CBxxxxxxxx
Monitor type/SL# (if it is a monitor pbm):-
Problem Details:Blue Dot(Dead Pixel)Center Of The Display
Service Providers Nameith Computer Sdn Bhd
Remarks if anyOA Claim(One to one exchange or LCD replacement)
Machine Information
Serial Number :    Idea CBxxxxxxxx (e.g: Think RX-12345 & Idea EB12345678)
Machine Type :      Idea G400s   (e.g: Think 0829-AB1 & Idea Z450)
Problem Description : Blue Dot(Deal Pixel)Center Of The Display   (e.g: Machine
I Hope you all could replace the unit as soon as possible as i need to send to costumer and costumer already piss off with me. If this thing unresolve, I shall take this case to court for reimbursement.
Thanks in Advance,
Azri
Moderator Note; s/n edited

Also forgot to add, but it cannot be very hard for Lenovo to send me a black/purple hairline cover for the laptop. Surely they can be taken off and put on somewhat easily.

Warranty Customer Service Problems

I bought a Toshiba Laptop from Best Buy in June 2015, that machine is not yet 2 months old, about 3 weeks ago on start up got a Toshiba screen checking problems, after about 30 min went to a screen fixing disk errors, I let that run 7 hours before turning off, it has never started since. I called the customer sevice # 800-457-7777 got disconected, recalled on hold 30+ min disconected, finally well over 1 hour got to talk to someone, gave them the serial # they found the machine under warranty untill June 2016 refered me to a local authorized repair center, took the machine & the next day they called bad HD but Toshiba would not authorize the repair on this model. Go back & get the machine, call Toshiba again, disconect, hold, more then an hour to talk to someone with very limited english who said I was refered to the wrong service center, gave me a new provider said he would email them to authorize, next day went there they wouldn't take the machine, said happens all the time they are authorized only on business models & don't know why consumers are sent to them, got back home tried to call Toshia again & gave up after an hour. I have not had a working toshiba now for about 3 weeks, spent around 15 hours phone time [mostly on hold] have about 4 hours driving to & from the service centers I was sent to by toshiba customer support, & don't know what to do next. I need a laptop or else I would not have bought one, 3 weeks with no resolution in sight is unacceptable. I can not count on toshiba to honor their warranty or to even talk to a customer. I will have to buy another laptop as I am handicaped with it, it will not be a Toshiba & I will not eat this machine. If necessary I will bring a claim in Small Claims court under Texas Deceptive Practice act which is consumer friendly & triple damages. It will cost Toshiba more then this machine sold for to have someone appear so I can not understand why they give the consumer the run around. Certainly have lost my good will now & in the future.So beware, warranty/customer support is at best problamatic.

hi:
friend,thanks for your reply ,can you tell me how to contact apple inc sercer?i am looking forward to your reply
thanks

MSI Newegg Open Box Warranty Policy?

I bought an open box 260 from newegg. It will get here on Tuesday. Is it covered by the full 3 year limited warranty?
Thanks

I'm not up on warranty periods with msi any longer but I don't see any reason why the warranty would not be honored.
I've only had one instance where I had to RMA to msi with an open box I recieved from newegg a couple years ago. It was never a question.

Customer service ticketing threads

For some reason the threads in the customer service ticketing process are not showing up on the case page in the Admin Console. We followed the steps in the KnowledgeBase article found here: http://kb.worldsecuresystems.com/kb/customer-service-ticketing.html
Briefly here are the steps taken:
Set up User Roles
Set up a Workflow
Set up the Customer Service Ticketing options (Admin Console > Site Settings > Customer Service Ticketing)
we're using a dedicated email address
we make sure the 'enable' box is checked
we've tried each of the options in the 'Automatically Assign Case' drop-down menu
all the fields are filled in correctly according to the KB article mentioned above
we've set up the autoresponder
we've also set up the CST System Email
Set up a Secure Zone
created a page in the secure zone that lists the tickets (cases) and that works with the exception of the subject
created a page in the secure zone where the logged-in user can submit a ticket and that seems to work fine
the form's settings are in set to proper secure zone
we've tried setting the form to both use a workflow and not use a workflow in testing
When testing this setup
the user enters a subject and the issue, presses the 'send' button
the user gets an email confirmation
if using a workflow, the CSR gets a workflow notification, not a customer service ticket as shown in the KB article aboveif not using a workflow, the CSR gets no notice, no ticket as email
Okay, we can click on a link in the workflow notification and go directly to the user's case. No CSR has been set, but we can set that. The subject can be copied and pasted from the user's submission into the field at the top of the case dialog page (also labeled 'Subject') and that subject line will display in the ticket list the user sees in the secure zone. We can also set the status to 'open' if the option to set that to 'open' from the Customer Service Ticketing options page did not do it. So, we're guessing a little from here. We send a message from the ticket (case) page. That message reaches the user's mailbox. The message has a note at the top which tells the user to add a reply if they want above a marked line. When we test this function, we're thinking if the user adds some follow-up message above the quoted line and sends that email, it will be appended to the thread, the CSR will get a notice, and we would be able to see the new message from the user in the thread on the ticket (case) page and the user could also see the thread in their secure zone ticket detail page. We can send several messages to the user and, from our testing thus far, each time the test user adds a comment above the reply line and sends that message back, nothing happens. The CSR gets no notice. The reply does not show up as part of a thread anywhere.
We've noticed the options for using a workflow on the ticket or case page and there's a twirl-down menu for other types of workflows but no mention of these options is explained in the KB article we followed so we are not clear about their use.
With all that said, we're hoping someone can point out what we are not seeing and where we are getting lost.
Thanks for reading this long dissertation in trying to explain the circumstances and thanks for any help. It's much appreciated.

I''m not sure this can be done. You might be able to set this up by launching a specific workflow from a custom form. If you setup a few workflows like "Client Support A-L", "Client Support M-Z", etc. In your custom web form you could use some javascript to launch a specific workflow based on the first letter in the "Last Name" field in your web form. Check out this post on how to launch specific workflows from a web form: http://helpx.adobe.com/business-catalyst/partner/create-workflow-notification.html#id_2285 7
This won't work for inquiries coming directly for email. I think your best bet is that if your client has specific needs for the CRM that can't be met with BC you should just have the 1st level of support assign the case manually when the email notification comes in. It's pretty easy-- there are links in the emails to assign cases to CSR reps manually when the first inquiry comes in.

Customer Service on CS5 Master Suites

I spent 6hrs on the phone with Tech Support & Customer Service.
I purchased the CS5 Creative Suite Master Collection upgrade. I purchased it from a Adobe Authorized large company that carries PC and Mac sofware. The issue I have a 32 bit IMAC and the Adobe Premier and After Effects would not install on the system. Everything else updated fine to the CS5. Tech support had me do everything from setting up a new user reinstalling running the disk utility and on numerous phone calls to his senior tech rep.
Finally he said download the CS5 trial on these two programs and then just type in my serial number and the program will install fine. That didn't work and back to tech support more time wasted. The tech support said to call Customer Service and they will send the CS4 Adobe Premier and After Effects because it should of been shipped inside the box. Then Customer Service said it should of been shipped in the box another Customer Service rep no its not included, Tech Support yes it is included and said talk with Customer Service and they will give you a link to download the software. The last Customer Service Rep said it should of been shipped but since I did not purchase the software directly from the Abobe store website that they could not help me and they can not locate my serial number and can not help me. The Customer Service Rep also quoted that resellers like MACMA** and the other companies are not reliable sellers of abobe products.
I guess since you buy a product not from the adobe store and save yourself a few dollars that Adobe can't help.
Maybe Adobe should send out info so Tech Support, Customer Service all has the same info. You spend around 1,300 and this is the Customer Service Adobe gives you. Great work Adobe you really know how to treat customers!
Here is the email I got back from Adobe this morning
Thank you for contacting Adobe Customer Service
We have received your concern for the Serial numbers of After Effects
and Premiere Pro for the 32 bit installation as well as the discs that
is not included in your package. We understand that you purchased this
from a reselelr thus it is best to ask for the replacements from them
because the discs as well as the serial numbers should come with your
package and should not be missing.
Kindly contact the reseller for the replacement of your package. Hope we
are able to address your concern.
Thank you,
Karl
Adobe Customer Service

Yes I understand the Adobe Premier and After effects in CS5 run on 64 bit only - but the 4 adobe Techs and 3 out of the 6 customer service reps said that a CD for CS4 for Adobe Premier and After effects comes with the CS5 suite. They said that their are so many adobe customers with 32 bit so that is why it should of been included in the CS5 master suite. Some of them are telling me that that their should of been a separate DVD

My i-phone Not charging because Sunken pins and Green Belt3 Power Mac Center said even my warranty still open until 30 October they cannot do nothing and refer me to a Toll Free Apple customer Service number..my question for what are thwy there?

My i-phone 5s is not charging because of Sunken pins where the socket is plugged. According Power Mac Center at Green Belt3 even my warranty still open until 30 October they cannot do nothing and refer me to a Toll Free Apple customer Service number in Singapore!!! ..my question for what are they there? not alt all very friendly and helpful!!

Send an e-mail with all this in it directly to Tim Cook. Seriously. You can send e-mail to him.
You might also try this forum here for more ideas: http://forums.macrumors.com/index.php?

Apple Customer Service and warranty exceptions

Hello all,
Whilst I love my Apple hardware and software, and have had many good experiences with them over the years, unfortunately I post today with a complaint about what I perceive to be poor customer service and product quality.
In late March/early April of 2006, I purchased a 1.83GHz MacBook Pro with great anticipation- Intel inside, Tiger OS, inbuilt webcam, and general awesomeness all round. I also purchased the 3 year AppleCare warranty, which was to be a godsend as during the following three years I would experience:
*The replacement of the battery under the original MacBook Pro battery exchange program
*The left fan on the unit dying in 2007
*The logic board itself dying in late Feb/Early March 2008, thus bricking my laptop
*Another battery replacement as the replacement for the original died before it (realistically) should have (Apple very nicely made an exception to the battery's 1 year technical warranty and replaced it for me).
Fair enough, it's a new unit and was bound to have some problems. Unfortunately, last week the logic board died AGAIN; a mere 18 months after it was replaced in 2008. The unit is out of AppleCare warranty by 5 months or so, but I was urged by forumites and friends to call Apple, who would surely make an exception for me and pay for the replacement part, given my service history with the laptop and Apple's reputation for excellent customer service.
Unfortunately, this has proved to not be the case. Calling customer service at Apple Australia I talked to Steven, who was firm to the point of rudeness when he stated that my laptop was out of warranty and Apple would cover nothing but the labour charges involved, as a "guesture of good will". When stretched, he offered me a $125 voucher if I wanted to purchase anything over $400 in the Apple store, and stressed he didn't have to do this but the company was attempting to provide good service to its customer.
Despite my argument that I forked out over $3000 for this laptop a mere three years ago and am now looking at over $1000 to repair something replaced only 18 months ago, his line was that Apple provided a warranty and that was simply that (apart from a month or two grace). Five months is apparently "far outside the warranty period".
I received no challenge to my assertion that after buying something which cost over $3000, it was reasonable for Apple to expect a consumer to pay an extra $1000 every year after the warranty finishes to replace a broken logic board. In truth, I find this near incomprehensible, considering one can buy the supposedly inferior build quality of a Dell, HP, Toshiba, etc and see it last not just beyond the warranty but another two or three years before it finally suffers something terminal.
While from a warranty perspective Apple are well and truly within their rights to refuse to pay for the part, at the end of the day I am left to pay $1000+ for a repair for something which may only last another 12 months, plus $3500+ for a new Macbook Pro with AppleCare if I want a replacement- minus of course the $125 they are offering.
I did some reading of the ACCC's website about my statutory rights and the Trade Practices act, and I note the following with interest:
*Statutory conditions (goods)*
The Trade Practices Act implies the following statutory conditions into consumer contracts:
* The goods must be of merchantable quality. That is, they must meet a basic level of quality and performance, taking into account their price and description. They also should be free from defects that were not obvious to you at the time of purchase.
* The goods must be fit for their purpose. That is, they should do what they are supposed to do and be suitable for any purpose that you might have made known to the supplier.
* The goods must match the description you were given or the sample you chose from. For example, any carpet laid must be the same quality and colour as the sample you chose from.
* You must receive clear title to the goods, including goods bought at auction. In other words, you can expect to own the goods outright and any restriction on ownership should be explained to you beforehand.
While I don't particularly want to make a big deal of things, I hardly see $3000+ for three years use and $1000 each year thereafter to be merchantible quality or fit-for-purpose! This is supposed to be a high end laptop with excellent build quality, and yet I've a secondhand iBook that has been chugging for longer without issue than this machine!
I told Steven from Customer Service that his offer didn't satisfy me in the slightest, and still put me in an awkward position with regards to repair and repurchase. He simply wouldn't budge, and refused to see things from my point of view (which another operator, Anu, was able to do and thus produce a much better response from myself). I have since asked to speak to his manager which- after initial resistance- I have been able to secure a future callback from. I have no idea how well discussions with he/she will go.
What I'd like to hear from you guys and girls is your experience with similar situations, and whether you think I've a leg to stand on with regards my replacement request or the ACCC stuff above. Again, I love my Apple products but I hardly think asking them to replace the part while I pay for labour is a big ask, given the service history and my desire to continue buying and using their products.
Love to hear your points of view on this one; thanks for taking the time to read it!
Cheers,
Dave.

Dear meacod
I have live the same, except that I Cure my MBP before it goes to die.
A lot of older participants here just talk about Aplle care, which seem the automatic thing in front of a lack of real good quality on Apple products .
But I think we pay the price, and my second hand MBP was much more expensive than a brand new PC with more ram, more Hard disk, and even a blue ray...
I don't know your mbp history, but that's sure that we are not equal, in world, with Apple customer support. France is not so great, I don't know for your country.
The only thing I think is that Apple should take care of us, as we have some unacceptable issues, for An Apple Product...
Since 1996, when Apple was almost dead, saved by Bill Gates investment !!! , I have every year promote it, and it was not easy, but I have bring to Apple between 3 to 10 customers each year..
since One year, I have stop that, because I don't believe anymore in Apple product's superiority .
Oh, yes, on the paper, it's better, the system is really good. But the overall experiment can be so bad that I don't want to loose friends, or customers...
I don't say it's always bad : I just say that it CAN BE SO BAD and that Apple DON'T take care of that...
so, for your computer, open it, check it a lot, may be it's too late, but for instance, you talked about a fan, I have solved that case just by putting oil on the fan's axe...
good luck

Bad customer service and warranty question.

I called a couple days ago to see if could get my lcd bezel fixed, since it just started to crack and the bottom (basically the back of the lid when it's close) for no reason at all. if i dropped it or did something to break it, i wouldn;t even bother calling. but it just started doing this naturally so i;m worried that there might be a bigger problem. i didn't think it was a big deal, and i do have a warrenty for a reason, so i thought i might get it fixed before it runs out and the problem gets worse.
To be clear, i have the warranty that came with the machine. I called Lenovo expecting the same great service, but i got something completely different. I explained my problem and the women just started speaking at a really loud voice "it's going to cost you $995 to get it fixed, Do you still want to do that" I told her that i thought that my machine is still under warranty and she told me that is not covered.
Since i have my thinkvantage tool open to get the model number and everything, i can see that i have 60+ days left. so i told her that and she comes back with "let me check your warranty." I'm a very patient person and rarely get mad, but at this point i was kind of confused and mad that she would just give me an answer without checking. she told me that i was not covered with accidental damage and i don't think i am. But when i told her that the damage is not by accident, she got very defensive and told me a lot of stuff i couldn't make out. such as "it will still cost you 995 dollars and it would just be a waste of time to send in your machine and get it sent back. and that all damage plastic wise, will count as accidental damange and if there is no damage, they send it back, it;s still gonna cost 995 dollars. This is all i could understand, since she was being loud and her voiced cracked over the phone.
To replace a piece of pastic should not cost anywhere near 995 with or without warranty
so i guess after complaning for this long, here is the real question.
Is that true, that the warranty that you get when you buy a machine does not cover plastic damage because it would be part of accidental and you do not get accidental protection when you buy the machine, even when the damage was not the result of an accident. this is not even a week after they replaced my power adapter and HDD.
I do plan to call back, but wanted to see if i can get a straight forward answer before i do.
Thanks

Escalate your complaint to the customer service satisfaction officer.
There is no warranty agreement in your warranty booklet, which explicitly states that case or plastics fitting is not covered. In such cases, one should assume that it is covered, provided that you did not damage the part yourself.
Regards,
Jin Li
May this year, be the year of 'DO'!
I am a volunteer, and not a paid staff of Lenovo or Microsoft

Cell service working on open box Verizon iPad without setting it up

Bought an open box Verizon iPad 3. Went through set up but not enter an Id or credit card for cell service. But cell service is working, and I can't log into the account with any of my ids. Any thoughts on what's going on?

Hello,
I should be more specific. The iPad does register Cellular Service with multiple dots on the upper left of my main screen. However, there seems to be an internal "disconnect" because apps like Maps and Safari don't recognize or know there is an active cellular connection.
When I go to Settings > Cellular Data and slide the "switch" to "ON" the Enable LTE "switch" becomes available and it "switch" it to "ON" also the Data Roaming "switch" becomes available and I slide it to "ON". Lower on the Cellular Data page are 6 apps in "Use Cellular Data For:" All but FaceTime are "switched" "ON".
Under Safari in the "Use Cellular ...:" is "System Services. Pressing System Services brings up 15 "Services" beginning with "iTunes Accounts" and ending with "Software Updates". All 15 have some amount of usage shown.
Back on the Cellular Data page there is a listing for "SIM PIN". When I touch the right pointing carat two lines appear. The lower one labeled "Change PIN" is greyed out. The upper one labeled SIM PIN has a slide "switch". When I slide the SIM PIN "switch" to the right to turn it "on" a numeric keypad momentarily appears then, a moment later, the screen changes to the main page. Double clicking the Home button reveals Settings remains open.
I have removed the SIM Card several times and cleaned the contacts with a "Q Tip" and Isopropyl alcohol, rubbed the contacts with a Pentel Hi-Polymer eraser and again with Q Tip and Isopropyl alcohol. I have also inserted and ejected the SIM CARD drawer several times attempting to remove any corrosion from the internal contacts. Again, some portion of the iPad knows there is an active Cellular signal but apps fail to register the connection.
Any further thoughts?
Thanks

Open Source Customer Service Request System

Hi Does,
Anybody know of a Open Source Customer Service Request System (AKA Helpdesk) written in Java.
Thanks

No idea but I did get almost 27,000 hits in google with the following search string....
helpdesk java "open source"

Extraordinarily poor customer service & two weeks to replace a settop box???

Can Verizon explain the huge decrease in your customer service over the past several months? After being a Verizon customer for nearly 20 years, we are in the process of looking for an alternate service provider after spending a week with your customer service representatives trying to obtain a replacement settop box Model 6200.
After six hours of phone calls and a week of waiting, we now have a stack of three boxes sitting outside. The original that no longer powers up, the wrong unit that is obviously refurbished with huge scratches and grime all over it, and a new 7100.
The best thing Verizon seems to be able to do now is send a technician in another week with a 6200 on the truck. Obviously, our confidence in this is not very high.
During the process of calling in to Verizon every day this week, I have had the horrible experience of talking to your automated attendant who specifies that she/it has updates on my FIOS installation. When I follow the prompts to obtain more information, I hold for several minutes. Twice this week, your computers were down, so the reps simply hung up and said to call back.
Several of your customer service representatives were extremely nice and helpful but the bottomline is that after a week, I still don't have the correct piece of equipment. I also have your automated system telling me that I have two appointments in two weeks to send out technicians to install FIOS on one day and PHONE on another day. No one at Verizon can respond when I ask them what this is about.
Management seems to be non-existant or non-caring, and I'm not sure which is worse. Verizon representatives made the following statements that make it appear that Verizon has taken purposeful steps to make escalations of service problems by a customer impossible.
1. Supervisors cannot be reached by customers. They will call you back within 24-48 hours.
2. There is no headquarters phone number is not made available to customers because no one at Verizon executive offices will speak to a customer. This is a direct quote.
3. The headquarters telephone number listed by Verizon in any public forum is a voicemail box. (REALLY?????)
4. The legal/compliance number provided on your website forwards to customer service representatives who tell customers that they will look up the number on the same website that customers can. Which then transfers to the same customer service rep.
Verizon has made it apparent that customer that are treated poorly by the company are not taken seriously and that you will simply ask for "one more chance" to make it right in another three to five days and take the customers time for granted.
Amazingly, I can get through to pay a bill or order a new service in five minutes!

That's one of the very reasons why I don't call 1-800-VERIZON unless I really have to because I too have been there with the runaround where it wastes so much time and nobody seems to know what they're doing but I've had other experiences with that call line which worked out better. Either way, I blame management. It's very disorganized and sometimes it's like asking for the impossible when you're making a very basic and reasonable request for something. My only other alternative available in my area is Comcast which wouldn't be very much different from what I have seen.
I haven't done this myself but as someone else here suggested, you might accomplish a lot more by exchanging your STB at a Verizon Fios TV store but please be sure to call first before venturing out. I know other people here have gotten this sort of problem resolved a lot quicker that way.
Here is the website for finding your nearest store. It might be worth the time even if you have to go a little out of your way. I often prefer to speak to someone in person:
https://www22.verizon.com/ResidentialHelp/FiOSTV/General+Support/Account+Issues/QuestionsOne/84843.h...
Good luck!

Customer Service won't fix my charger that is under warranty?

So guys I have a dilemma with customer service.
Sometime last year, my iPhone 4's battery started to drain fast and I went to the Apple Store Square One. The first time I went, they ordered another battery for me. Then when I went, they said they already gave it out and to come back another time. When I came back a third time, they said there was nothing wrong with my phone! So I went to Apple Store Yorkdale and they replaced the battery for me, no hassle.
Well now, I bought a Macbook Air 13" back in August (the new model). I took care of this MacBook religiously. But the cord of the charger near the MagSafe became frayed for some reason, and it completely broke so it won't charge my laptop anymore. I read reports online of chargers getting frayed (even the new ones) and customers got it replaced with no hassle. Well, Apple Store Square One said there was no way that they can replace this and then they blamed it on ME. I remember I put my iPhone 4's USB connecter into a dock on my desk and connected it to my computer and just left it there for months without touching the wire and even that became frayed (there were yellow and brown marks around the fraying on the cord).
What can I do to get my charger fixed?

The "no-hassle" replacement of chargers you speak of, is due to a recognized manufacturing/design problem with the old straight-cord version of the Magsafe charger. This "special" program is only for the old charger.
New style chargers are evaluated on a case by case basis for a determination of defect or user induced failure.
If determined to be "user induced", it was outside of, and not covered by warranty.
Your only other option would be to take the charger to another Apple Authorized Service Center, for what would be a "second opinion".
But as Kappy said, you may just have to go ahead and buy a new one, or escalate the issue.

Warranty replacement shipping issues (Poor Customer Service)

This entire customer service experience has been a complete nightmare. From mystery hardware problems to a Warranty replacement gone wrong, I'm 100% dissatisfied with HP right now.
This all started when my office printer (LaserJet Pro 200 Color MFP M27) started showing an error code. it's been so long ago now, I don't even remember what it WAS, but my entire company of IT professionals couldn't get it to work. We contacted HP through chat to get a warranty replacement, as we were still covered. I can understand that they need to ask some questions to rule out certain issues and maybe avoid an unessecary replacement, but we were on this support chat for OVER AN HOUR, being asked "have you tried plugging it back in? Have you tried removing all the ink cartridges?..."
But the fun didn't stop here, no. We finally got to set up a warranty exchange, and I checked my chat log... I gave the correct adress. I got the tracking number and monitored the shipment. It came in to the UPS facility on a friday, was marked as "incorrect address" and sat, waiting for someone from HP to respond and/ or reach out to us to correct it. Nobody did, (I never got any emails or calls either), and as of Monday, the printer was HEADED BACK TO HP.
I'm going on 2 weeks now without a printer and I can't get in contact with anybody from HP because my warranty on the current printer sitting, useless, in my office has been "canceled" as soon as they shipped the replacement. I can't get in a support chat because my warranty is no longer in effect and I don't have the S/N of the new printer to get in either. I can't email anyone directly. I tried to dispute the warranty, explained my situation in the notice, and got an email that said "Sorry, you have reached the warranty department. Contact the correct department", and a link to right back where I started. I'm being pushed around in circles and I am not amused.
Now what are my options? Pay $30+ for a phone call? I need this printer, and I'm not paying a single cent for HP's mistakes.
My suggestion? Get your act together. This is entire fiasco is pathetic.

AZRiddle, I hope you're feeling better since being released from the hospital. Even as a big company, we understand that some life changes are unavoidable. I'm sorry to hear that your issue is has still not been addressed after several phone calls to our Customer Service Department. On behalf of our leadership team, I' eager to assist you and address all of your concerns. Please send a private message to me, Lasina_VZW with your account mobile number and I will personally call you. I'm standing by for you.
Lasina_VZW
Please follow us on twitter @VZWSupport

Open-box warranty customer service despair

Similar Messages

Maybe you are looking for