Poor Customer Service, Phones, and Edge

Hello.
I just wanted to make another official complaint about Verizon Wireless customer service.
I have been using a phone that i received from Verizon as a warranty replacement that was suppose to be "Like New". This was the last of many phones that i was given that where "Like New" but broken when i received it. And even this one was suffering from problems, like a poor quality camera that tints everything rose in color, and a faulty proximity sensor. I ended up keeping this one b/c i was so frustrated with setting up each phone after i received it, then having to return it again. I figure i could bit my tongue and wait a few more months to upgrade completely to a new phone.
Normally after a year with a phone, I would pay the annual upgrade fee and get a brand new phone that would last me about a year before it broke and I could use the annual upgrade to a new one. This system worked out PERFECT for me, but Verizon policy makers decided to get rid of that awesome option. Then they took away the early upgrade that allowed me to get a new phone a few months before my contract expired. Without any warning. I understand it was a courtesy and they didn't have to tell customers. But it was still something i was looking forward to since my phone and all the replacements from Verizon where broken. And I feel that they could have honored that option until I signed a new contract.
So after all my normal options to upgrade my broken phone (other then buying a full price phone) had been removed by Verizon, I received an email that i could upgrade to the Edge plan and get a new phone early.
Great! but my previous research into edge looked like a terrible financial deal for customers. The idea of paying the full price of a phone over a 2 year period while receiving no discount to the service plan (that includes a premium to subsidize a phone over 2 years) is like paying for a phone twice! What kind of deal/plan is that? Again, the policy makers are making things worse for their customers.
I did notice later, after initially ignoring the Edge offer, that Verizon was now giving a discount on the service plan to Edge users. Even tho i don't think a 10$ discount completely makes up the premium Verizon added into the plan for the subsidized phone it was enough for me to consider making the change. As this is the only way for me to receive a new phone every year at about the point the life of the phone has reached its limits.So today I walked into an Verizon Wireless store to take advantage of the offer to upgrade to Verizon Edge. After waiting 20 minutes to be helped I left almost immediately after talking to a Verizon employee.
He told me that i would have to turn in my current phone! That is absurd. My contract ends in 2 weeks. I have paid 2 years worth of subsidized payments. I have paid for my phone. I should not have to turn it in when beginning a new contract/plan. And again, the policy makers at Verizon find a fun new way to not care about their longtime customers.
Unfortunately there are still a few things I like at Verizon; like the quality of their cell service and network speed. I'm sure i'll run into problems with another wireless provider, but I'm getting closer and closer to trying out a new company and hoping the evil I don't know is a little better then the evil i do know.
There is no need to respond to this email especially with the typical 'Verizon scripted sympathy.' I just felt the need to voice my opinion and hope that someone that can effect policy and cares for making their customers happy will see this and make an effort to turn things around at Verizon.
Thank you for taking the time to read this and forwarding it up the chain of command.
Adam
P.S. Where have the emails to Verizon Customer Service gone? I would rather send this email directly to a Verizon, instead of hoping someone from Verizon sees this message...
Private info removed as required by the Terms of Service.
Message was edited by: Admin Moderator

AdamPetrasek,
I am sorry you feel this way about out customer service. We want to leave you a good taste in your mouth after every experience. The Edge is a great offer for those, such as myself, that like to keep up to date with the latest and greatest devices. I know the thought of turning in your previous device can be troublesome but it does provide you with the opportunity to take advantage of our great Edge program. I see you mentioned the $10 discount towards the plan if you participate in our Edge program. There is also an option to receive a $20 discount towards our More Everything plan if you have 10GB or higher. If you have any concerns or questions regarding the Edge program we would be happy to further assist you.
LindseyT_VZW
Follow us on Twitter @VZWSupport

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Poor Customer Service and a Rude Associate

My wife's iPhone 5 recently stopped receiving cellular signal. We took it to the verizon store and they were unable to fix it. because it was less than a year old and broke due to no fault of our own the store said that they would send us a new iPhone 5. We gave them the address and associate, who was busy trying to sell us things for our broken phone, received our address. Today the phone arrived at the wrong address and was a an old flip phone. We called the verizon store and the woman on the other line told us she could not help us. She became very rude when we explained to her that we could not give her a reliable number to call because the phone did not receive calls. She told us that that was our problem and that she needed to assist customers. It saddens me that Verizon does not care about its current customers and has such poor customer service. I hope that someone will respond to this willing to help us resolve this problem. We have been verizon subscribers for more than eight years but are now considering other carriers.

Simple fix. First bring the iPhone to an Apple store they can warrantee it right there.
Secondly call 1-800-922-0204 and state the device sent to you was wrong, and went to a wrong address. Make sure you copy all paper work in case you have to take verizon to small claims court
If they tell you to send it back with their label get a copy of the label and insist the USPS scan the package when you send the clam shell device back.
Good Luck

Very poor customer service email received back on my cell phone!

I want to complain about whoever responds to questions you post on the forum. I won't tell you the "fake"name. She sent me one email and said I sent my questions to the wrong place. I replied and told her I didn't know. Said I should have used the forum. I replied again to her email on my cell phone and said I was sorry didn't know where forum was and that she had not answered any of my questions. She immediately replied, I'm NOT INTERESTED IN THESE EMAILS ANYMORE, OR WANT TO CHANGE HOW OFTEN THEY COME? UPDATE YOUR EMAIL PREFERENCES.....OTHERWORDS "YOURSELF".
You all are there to HELP, at least I thought so. I am very frustrated and disappointed in this reply. I am going to report this to a manager if I have to!
I replied to her, thank you for not HELPING me (just to kind of be nice about it).
This is totally uncalled for....Verizon needs to shape up or you are going to lose a lot of customers!!!!!
Dianne

Brian68, Thank you for your reply. But that is because most have a 2 year contract and can't afford to go elsewhere. I'm sorry for being so firm, but I think Customer Support is a thing of the past. Thank you anyway. Hope you have a wonderful day! Dianne
Date: Sun, 19 Aug 2012 07:57:47 -0600
Subject: Re: Very poor customer service email received back on my cell phone! - Re: Very poor customer service email received back on my cell phone!
                                                                                Re: Very poor customer service email received back on my cell phone!
    created by Brian68 in My Verizon - View the full discussion
diorrell wrote: This is totally uncalled for....Verizon needs to shape up or you are going to lose a lot of customers!!!!! DianneVerizon is not going to lose a ton of customers. Their churn rate for the 2nd quarter of 2012 which ended on Jun 30th was 0.84%. Which means 99.16% of the customers they had on March 31st 2012 were still with them on June 30th 2012.
                             Not interested in these emails anymore, or want to change how often they come? Update your email preferences.
>Post edited to remove personal email address<
Message was edited by: Verizon Moderator

Cracked TV, a UPS claim, and an unusable protection plan--and poor customer service

Best Buy has some serious issues with customer service. I recently tried to exchange/return/fix a 46-inch smart TV my father purchased from BestBuy.com. It came damaged. Immediately upon walking in and asking to exchange our damaged TV, the three customer service team members took the television from us and whisked it off behind the scenes. They did not tell us what they were doing, nor did they tell us they had called in a supervisor. The supervisor (at least I presume she was the supervisor because she did not introduce herself or state why she was there) came over and said “So what’s your “story” behind the damage to the TV?” I stared blankly at her because it felt like she was accusing me of something, and she repeated, “Tell me what happened when you opened it?” I explained that because the TV arrived four days early, we didn’t have a place for it right away and we put it in an office where it would be safe. We opened it a few days later. Yes, we had assembled it, because we opened the TV with the screen away from us and assembled the base from behind. It was only when we turned the TV around that we saw the cracked screen and the shards of plastic on the floor. Then we dissembled it and put everything back in the box to take to Best Buy. Yes, we noticed some damage to the box, but it looked minor. The supervisor told me that it looked like the TV was damaged when it was installed. I told her we did not drop, kick, or otherwise damage the television. We were incredibly careful, because it was a gift and very expensive. She said the damage must have been done in transit then. Best Buy was not responsible. All they could do was put in a claim for UPS. I asked about the Geek Squad protection purchased with the TV and was told that only counted for software. I pointed out that Best Buy’s website clearly states that the stores accept returns from BestBuy.com and that Best Buy also accepts damaged returns. She didn’t reply to that, just said she was sorry and left. I work in customer service. I know people can be dishonest and are always trying to get as much as the can for very little. I also know that regardless whether the customer is right or wrong, he/she should always be treated respectfully. I do not feel I was treated with respect. I felt like a criminal from the moment the team took my TV from me. The supervisor practically accused me of lying and did not seem to listen to my explanation. She did not even stay to see the transaction through, but left (the store was fairly empty at this time) and I had to wait, twiddling my thumbs, while two other customer service members took another fifteen minutes to set up my claim with UPS. Neither one spoke or looked at me during this process. Now, I have a $500 television set with a large crack in the screen, a claim with UPS that may take weeks to resolve, a 5-year $100 protection plan on a TV I won’t ever be able to use, and a lingering bad taste about Best Buy. I have never walked out of a store feeling as small as this experience made me feel. The sad thing is that I had planned on purchasing more items from Best Buy over the next couple of months. Rest assured, they will be purchased elsewhere. The only person who smiled or wished me a good day upon exit was the guard at the door. I will not be returning to this or any Best Buy store.

Hello eab64 –
It is regrettable that you had such a poor experience when you brought your father’s TV into our store, and for that I am truly sorry. The way the customer service associates and supervisor treated you was unacceptable. We in no way want you to feel like a criminal, or feel like you’re being accused of wrong doing when all you’re trying to do is get your product fixed. It is also clear many of the actions taken in the store may not have been clearly communicated to you.
It is standard procedure for damaged or defective TV’s brought in store to be taken in back where they can be setup and our customer service associates can perform an assessment. This should have been clearly communicated to you. Once any damage or defect was assessed, ideally the supervisor should have approached you with a solution, and not accusations.
The store did offer you the correct solution in the end, regrettably this too sounds like it was not communicated as well as it should have been. Our Return and Exchange Promise does not allow the return of damaged products, and the Geek Squad Protection (GSP) plan for televisions does not cover damage to the panel beyond burnt our pixels and image burn in. Because this damage occurred during shipping, a claim with UPS is the correct course of action. UPS claims can usually take up to 8 business days, and I am sorry we are unable to offer you a more immediate solution.
Please feel free to reach out to me if you have any additional questions or concerns.
Sincerely,

Poor Customer Service

I am shocked at the level of poor customer service I get from Adobe sales reps on a consistent basis. It is as if Adobe assumes their products are without peer - so the sales team can take its customers for granted. I recently subscribed to the $19.99/month for Acrobat pro. I inquired if I wanted to upgrade to the full Creative Cloud for $49.99/month how could I upgrade. I received a wide spectrum of bizarre responses that ranged from, n you can not upgrade to you must first cancel your Acrobat subscription, pay the termination fee - and then create a new subscription for the entire Creative Cloud. Each sales rep seemed very tenuous at best and when I would inquiry further that it did not sound right - then they all would be very snarky and sarcastic. I was shocked at the level of unprofessional behavior from your sales team. It is as if Adobe does not have a culture of personal accountability when it comes to dealing with the customer.
I fine it very odd if Adobe is serious about providing CLoud Services, why it does not make the subscription model more flexible and upgradable for the customer. I am also not sure why Adobe does not make this something that a customer can simply do on their own by logging into their account. Evernote, Dropbox, Google - these are all services that allo the cusotmer to upgrade to more features and services online in a matter of seconds - as opposed to forcing customers to call in that crazy phone menu hell - then deal with snarky phone reps that sound unsure of themselves but then get upset when you ask follow up questions.

Attached is the letter I sent to correspondance, I haven't heard back from
them so I don't know if it has been addressed yet.
I was with Sprint for over 10 years, when I changed to Verizon my bill went
up, however I was willing to stick it out because the customer service was
so much better. I have been very surprised at the service I have gotten
through all of this.
I really didn't want to leave that post on the community board, but I was
not getting any help. However, today, someone was able to help me get the
Asurion claim for my sons phone. Kudos to that rep. It amazes me how I can
speak with 3-4 people, give them all the same information and EACH AND
EVERYONE of them gives me a different answer. I had spoken with probably 4
people before the one today and gave them the same information (probably
more) and not one of them resolved the problem the way this one did nor as
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Thank you for following up with me, I hope you can help me get these
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Tricia Godwin
On Sat, Apr 18, 2015 at 2:39 PM, Verizon Wireless Customer Support <

Is there anywhere to file a formal complaint about poor customer service in billing?

I would prefer a physical address or email address but I can voice it out on Twitter if preferred. I have had Verizon for FIFTEEN years. Non stop. 15 loyal years. Plus we have Fios and have had that for 4 years. I give Verizon a considerable chunk of my money. That being said, when we switched our bank accounts a few months back I made a mistake and picked the wrong account for our payment on the online payment system for Verizon. In fact I did it 2x. Which caused the payment to decline because we don't use that bank. I was rushed and made a mistake. Due to this I now have to get out cash and go into a Verizon Store and pay. This is craziness. And yes I am aware I can also call and dole out my credit card number to you over the phone. While that seems like a safe thing to do...... I prefer not to. Also I travel internationally for work which makes the call and the going to a store even more difficult. So as any reasonable person I call Verizon Customer Service thinking there must be some fix to this after all I have been with them so long. Well the first person admitted to me it could be overridden and transferred me to his supervisor who just outright refused. So there is your answer, Verizon does not care about loyalty or the 15 years of current payments. I want this addressed further and want to file a complaint. I also will leave Verizon the first chance I get, cell and cable. Amazing that a business can thrive with such poor customer service. Other companies I patronize recognize loyalty and reward it. Not Verizon. Lesson learned. I will be sure to spread this word far and wide. This could have been a simple resolution costing nothing for Verizon.

click here and scroll toward the bottom:
Contact Us | Verizon Wireless
You also could file a Notice of Dispute:
http://www.verizonwireless.com/support/pdf/Notice_of_Dispute.pdf

Unacceptable - Poor Customer Service - Liars - Crooks

Seems like I'm not alone with reading all these issues.
From a corporate standpoint, Verizon wireless' customer service is extremely poor! The cheapest excuse is that someone will call you and that your credits will be applied when no one follows through.
I had a bill for over 1G. An amount that I had never received while in any phone service - let alone anywhere else. Apparently after speaking with more than 20 representatives, my plan was screwed up when it was changed over. No kidding?!?! On top of that, I was charged a $599.99 phone replacement fee over a phone that "I thought" was returned and taken care of 2 months ago. So I thought...
Previously I had a Droid Razr Maxx, which was garbage! I returned a brand new phone for a used one over 7 times. You would think that as much as Verizon robs of you, you would receive a brand new phone when having issues. Wrong! They greed of money only offers you used phones and they have the nerve to convince you that they are not. After the 7th time of replacing the phone - I had gone personally to the Verizon store and expressed to them my dilemma. The representative who assisted me suggested that I call Verizon and request a different brand. I did as suggested as soon as I arrived home that same day and I was sent the Samsung SIII. At this point, I had told the representative to cancel my order for the replacement of the Droid since they were sending me the Samsung. Two months later, I'm still fighting a $599.99 charge over something that I thought was taken care of. You would think that after 7 times, this would be second nature to me in knowing exactly what I need to do with replacement phones. Besides this, they are asking for verification over something that was done and settled with...so I thought.
The following is the calling log I have gathered thus far. Not to include the calls I previously made prior to the 12th:
3-12-13 – Cory Representative stated my phone plan would sum up to $126.20. Two supervisors verified the information was correct and credits should be applied. Still waiting...
3-16-13 – Zack Representative. Credits pending.
3-19-13 – Rodriguez Representative stated credits pending, requested and transferred to a supervisor.
3-19-13 Supervisor – Ebony (Washington State) ***$599.99 credit to be applied*** Ebony stated that because of company protocol, she could not process a credit for more than $600 and that it would take a couple of days for the credit to be applied to my account. She ensured me that she would return my call personally and that once the credit is processed, my account should amount to $124.00 as promised by the previous rep. Since then, I have not received a call from Ebony.
Throughout the week, I kept receiving messages from Verizon in regards to interruption of service till the Friday, March 22nd where I received a voicemail stating they would disconnect my service if a payment was made.
3-22-13 Spoke to Dorothy representative who gave me a number of a supervisor named Marcy and apparently gave me her direct number at 585-XXX-XXXX. Since then I have called this number and I've received nothing but voicemail as if the phone is shut off and never turned on. If you ask me, I was fooled again into a bogus number.
3-24-13 Voicemail to Marcy
3-25-13 Voicemail to Marcy
3-25-13 Spoke to yet another supervisors who I had re-explain my story and to no avail was useless.
3-25-13 Spoke to Michael representative – stated that Ebony tried calling me 1:50pm on March 25, 2013. I find that hard to believe when there was no message or phone call recorded. No surprised! Michael ensured me that Ebony would try again the following day, March 26 at 1:00pm.
3-26-13 Spoke to another representative who transferred me to the fraudulent department who again, was useless and had the nerve to tell me that I shouldn't of waited 2 months to take care of the situation. I'm sorry, did he not look at my records of calling several times since the charges were posted. I'm sorry, this reflects the poor customer service of a company that cannot get there act together and resolve their discrepancies to rob customers. I don't understand how promises are constantly made that are not fulfilled, incorrect information is given and supervisors have no clue of what their responsibilities or authorities are.
3-26 – Spoke to yet another representative; Michele who stated Ebony would follow up at 11pm. What company contacts their customers in the wee hours of the night? Then she changed the information and that it would be by 9pm. Then she stated that she couldn't promise me that she would call. On top of that, I'm not sure if I should hold my breath since anyone who claims they'll call or follow up with an email on the credits does not follow thru. In addition, they have no idea who the people are - they can't give out information and they themselves cannot contact them. POOR CUSTOMER SERVICE!!!
<Post edited to remove the phone number per the Verizon Wireless Terms of Service.>
Message was edited by: Verizon Moderator

You spoke to Ebony in Washington, the 585 area code is in upstate NY...when you call customer service you get connected to whatever agent is available to take your call in whatever call center across the country. The agents and supervisors don't know each other and they probably are not actual Verizon Wireless employees but work for competing call center companies which staff hundreds of people rotating shifts throughout the day. My advice, quit waiting or expecting a call back from this one person. For all you know Ebony took a job at the AT&T store as a manager and you will never hear from her again.
If you are waiting for credit wait until you get your bill and see if credit has been applied to that. Log into you account online. I understand that you are trying to get a problem resolved but you've got to just block off some time and call customer service. Stay on the line with the agent you are connected to initially and don't ask for anyone else or to speak with a supervisor right away. If they have to put you on hold let them but do not ask them to call you back or as for someone else to call you back. Honestly, I would never buy it if they said they would personally return my call.

Poor, Poor, Poor Customer Service

December 18, 2012
Lowell C. McAdam
{edited for privacy}
Annual Account Value: Approximately $6,000.00 annually
Dear Mr. McAdam:
I am a Verizon FIOS customer with a bundle (landline, wireless, cable, Internet) who has been with your organization for almost 10 years who is writing to let you know of my extreme dissatisfaction with your Verizon customer service (or lack of it), which seems to have deteriorated beyond repair. I will try to keep this brief and to the point, but I have had unresolved phone issues for almost a year now that no one in your organization can fix.
1)    The first landline number I received from you all was the end recipient on a “robo-call” list where I would receive hundreds of phone calls a day, even though I immediately signed up for the “Do Not Call” list upon receipt of the number. It was obviously a bad number that needed to be removed from your system. After a very long time (months or even a year), I switched numbers after much time unsuccessfully spent researching and trying to fix this problem.
2)    On the second landline number that we implemented, which we had for almost a year, someone had hijacked our home phone line (perhaps a hacker, no one knows) and was using it to dial callers in our local Tampa area market. Needless to say, we received many threatening and obscene phone calls in return (when they hit re-dial), which we have documented. We have spent countless hours each week with various customer service representatives (and various other individuals when the call was escalated) providing them with the Caller ID information and the Caller ID name trying to resolve the issue. Over time, I probably spoke with 10 or so different individuals on this issue, none of whom seemed to know how to fix the problem.
There was one representative who said a network engineer would put a “digital bug” in our FIOS box to find out who was performing this fraudulent activity so that we could correct the issue. When nothing happened, no communications, nothing, I called back and yet another customer service rep assured he was escalating this issue to the “War Room” and they would fix the issue so I did not have to change my number again. He promised the issue would be resolved in no more than 5 days, or at the very least, some form of communication would occur. This was weeks ago and I never heard from him or anyone else in your organization with any form of follow-up.
3)    After months and months of trying to resolve this issue, finally, in defeat, I requested a phone number change after learning it is virtually impossible and cost-prohibitive to “unbundle” the services (which I am pretty sure is illegal). Both this number and my old number have a “disconnected” message on them when dialed now.
4)    Now I am with Verizon’s “Order Escalation” team to execute a simple phone number change. I requested the phone number to be changed on Friday of last week and it is Tuesday and the number still DOES NOT work. I am currently with your “Order Escalation Team” to fix what should have been a 24-hour-turnaround.
5)    After all this, one might expect a fair discount to their account, but I have never been given one or offered one, even when I ask.
We spend more than $6,000.00 with you annually. This may not amount to a lot to you in the scheme of things, but I would hope you will care enough to rectify these issues so that we do not have to change carriers, or worse, look into possible legal options. I am sure you probably do not care and you say to yourself, “So what? This is only one customer,” but if you go online, you will see what legions of customers are saying. You might be the “big dog” now, but when you falter, and all companies with this low degree of customer service do, just remember that giants fall hardest of all.

Fellow subscriber,
As I understand your post... you have issues with 2 different phone numbers.
1. Line 1, You got lots of calls that weren't for you.
2. Line 2, A robo-dialer is faking your number on caller-id when it dials out.
While I understand your frustration with this situation, I also understand why you weren't getting the help you wanted from Verizon. Having been in the phone industry since I was young and skinny (Mid 80's); I can confidently inform you that other than offering a new number, neither Verizon nor any other phone company can fix these issues, both caused entirely by a 3rd party.
You cited poor customer service... what did you expect from your phone company to do about the 3rd parties abusing your phone number?

Going back to Comcast--Verizon poor customer service

Well, I'm going to have to terminate Verizon FIOS. I switched from Comcast, thinking the internet speed would be higher and overall service would be better, but so far my experience with Verizon has been terrible. Although (according to my contract) the fiber optic line would be run underground to my house prior to installation, it was not. In fact, on the day the service was installed, there was no cable so there was a delay of several hours waiting for a cable drop to the house so installation could proceed. A cable drop means the cable was run to the house above ground. Since the installation on April 1 (yeah, I know) Verizon has "promised" the cable would be buried on 5 different dates. Each day came and went, with no cable burial. Furthermore, there was no call from anyone to let me know the cable would not be buried on the day as promised. This has been a problem, because they require our dogs to be kept out of the back yard so they can do the cut over with the buried cable. This means we either had to stay home so we could confine the dogs when the installer showed up, or keep the dogs locked in the garage for several hours if we had to leave. Don't bother calling their tech support line to resolve the problem--their standard response is to say they will contact the department that schedules the in ground installation and I would get a call back withing 24 to 48 hours. I've been told this 3 times on 3 different occasions, and never had a call back. Yesterday I was told that the contractor would be out today to bury the cable, and they even had a work order number to confirm the appointment. Nobody showed up today, and no call back.
Now, Comcast may not be superior to Verizon FIOS, but in the 2 years I was with them they never lied to me. Verizon has lied to me (unintentionally, perhaps) at least 5 times so far, and no one has ever had the courtesy to contact me when an appointment was broken to let me know it would not be kept.
I plan on terminating the agreement with Verizon and going back to Comcast. According to my contract, Verizon was required to install the FIOS cable to my house--prior to installation--in the same manner as the copper wire; aerial or buried. Well, the copper phone line and Comcast cable are underground, but the FIOS cable is still lying on top of the ground. Breach of contract.
PS--although the service I signed up for promises internet speed up to 10 Mbps, the fastest I've seen so far has been closer to 5. Comcast was faster.

A poster wrote: "IMO all these Unions & Contractors should be gone. "
The unions have nothing to do with this...let's keep the blame where it belongs. 1) unethical, unreliable, and unresponsive contractors, 2) lack of oversight from Verizon, and 3) unresponsive, no follow up/less than stellar Verizon customer service.
Verizon...or better...Ma Bell....was at one time THE BEST SERVICE PROVIDER BAR NONE. That sadly has gone the way of the do do bird...They've dumbed down their techs, compartmentalized their "mindbank". There are very few techs who know more than "one thing" anymore. When companies slash budgets to remain competitive...invariably customer service and repair suffer...
I too have some issues with Verizon's customer service. I was a land line customer for well over 20 yrs until I had a repair issue and was told on 5 different occasions that a repair tech would be out to do the repair...they never came...they never called. My screen name is dtmfman...for anyone who doesn't know it means dual tone multi frequency...in lay terms...dial tone....Yes I've been a voice person for well over 30 years....so after 5 missed repair visits and no calls....I disco'd my land line service and now use only my cell. I'm sure at the time they (Verizon) probably thought they wouldn't miss my $40+/month income....but more and more people are fed up with poor customer service and have followed my exodus.
Back on topic...Yes sadly the buried cable issue seems to remain a big problem for Verizon. It happened to me. But..I have to say...once it did get resolved....I haven't had many problems...I too was a comcast customer...but I would NEVER go back unless Fios was discontinued...or they finally have competition in the "fiber to the house" arena.
Right now...my issues are questionable data transfer speed....and of course less than stellar customer service...
Good luck....
Message Edited by dtmfman on 05-06-2009 05:00 AM
Message Edited by dtmfman on 05-06-2009 05:01 AM
Message Edited by dtmfman on 05-06-2009 05:02 AM

Filing a complaint for poor customer service

Can anyone tell me how I go about filing a complaint for poor customer service? Funny when you speak to Verizon representatives they always want to know how the service was until you get someone on the phone who knows they done nothing to help. Than they don't ask, don't care, won't put you through to someone else, won't call back, and leave you w/no answers.

Just hop on over to Google and try and find the names of some key players at VZW and search for their contact info. It took me every bit of a minute to google and find the website people. It has the name of some key folks and contact info...send them an email and voice your concerns. Will it help...who knows...but at least you'll feel better knowing you tried... Good luck with whatever issue you're having with VZW...
Executive Biographies - Verizon

Poor Customer Service Received

Just to help myself feel better. Yesterday, May 29,2014 had a very bad experience at a Verizon store in Macon GA at 4590 Billy Williamson Dr. Was greeted by a lady with an ipad in hand. When asked what she could help us with today I responded that I wanted to see if I was eligible for an upgrade. She entered my name and cell number on ipad and said there were four customers ahead of myself. I knew I was in for a long wait but decided to stay until my turn. After sitting there for about 30 minutes I had noticed two salespeople exit to their cars. Closing time is 8 pm and it was about 7:30. After a long wait of 57 minutes I saw her point my way to a salesperson. He stayed behind counter and she approached us and asked again, what can she help us with today. I repeated, I wanted to see if I was eligible for an upgrade. She asked and entered my cell number and responded that out of three phones an upgrade would not be until September of this year but I could opt for a plan that would be about $29 more a month to upgrade. Now, I have been sitting there for almost a hour and it took her about 45 seconds to answer the question I had when I first walked in! Time can not be bought and I was so angry about the poor customer service I received at that store. She could have looked up the info at beginning and I would have been on my way. I can assure you that Verizon may have all the customers they will ever need but when my contract ends they will lose my business which is about $200 per month. Very poor customer service at the Billy Williamson Drive location in Macon Ga.
Thank you, feels better just to sent this!
Rhonda

Brian68, Thank you for your reply. But that is because most have a 2 year contract and can't afford to go elsewhere. I'm sorry for being so firm, but I think Customer Support is a thing of the past. Thank you anyway. Hope you have a wonderful day! Dianne
Date: Sun, 19 Aug 2012 07:57:47 -0600
Subject: Re: Very poor customer service email received back on my cell phone! - Re: Very poor customer service email received back on my cell phone!
                                                                                Re: Very poor customer service email received back on my cell phone!
    created by Brian68 in My Verizon - View the full discussion
diorrell wrote: This is totally uncalled for....Verizon needs to shape up or you are going to lose a lot of customers!!!!! DianneVerizon is not going to lose a ton of customers. Their churn rate for the 2nd quarter of 2012 which ended on Jun 30th was 0.84%. Which means 99.16% of the customers they had on March 31st 2012 were still with them on June 30th 2012.
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>Post edited to remove personal email address<
Message was edited by: Verizon Moderator

Poor Customer Service at Eau Claire, Wisconsin Corporate Store

We had a prepaid Verizon account and wanted to cancel the line and add a line (#6) to our main Verizon account.   My wife was told she would have to open up a new Verizon account and port the prepaid number over and then come back the next day and cancel her new account and move the line to our main account (no, they said they couldn't just issue a refund on the balance on our prepaid account).
She went back the 2nd day and was told that there was an issue with her identify and that she would need to give the Verizon store a copy of her Social Security Card and her driver's license so it could be faxed to the Verizon credit team.    Of course, she refused.
I went to the store on the 3rd night and talked to another representative who tried to force port the prepaid number over to our main number. He was unable to do so and told me that my options were to give them a copy of my wifes SSN card and driver's license or lose the $130 balance. I said that a 3rd option was for him to credit my main account $130 and I would cancel the prepaid account and "lose" the balance. He said he would have to talk to his manager.
When the manager came out she said that they could not issue a credit. I asked, "can't or won't", and she said that since I had the option of giving up my wife's paperwork (ever hear of identity theft), they would not issue a credit.   I talked to her about identify theft and that our banker advised us never to give copies of our SSN or Driver's license. Her response was "well, I guess you have to decide if you want to trust your banker or your wireless provider".   I asked her why they just would not issue the credit   I asked her if she was ready to lose a 5 year customer who had 5 lines (going to add #6) and she said "what do you want me to do, write you a personal check for $130?"     The conversation continued until I finally left the store.
That night I called Verizon customer service, canceled my prepaid account (so I thought) and opened up a new line with a new phone. (I accepted the terms and also accepted the terms via e-mail and got a confirmation that I had accepted)
The next day I checked on the status of my order and it was blank. I called customer service again and was told for some reason my order was canceled. I then went through the process again and was told that my new phone would be shipping out and that my account had been credited $130.
Checked my order tonight, no update. Called customer service and it showed as canceled again.   My credit was not on my account either.   I have now spent 4 hours on the phone, 3 trips to the corporate store and still can't get a line added, a phone shipped and my prepaid balance credited to my account.   The Verizon customer service reps have been vey polite and have tried to be helpful.
How do you get in touch with someone at corporate to let them know about the poor customer service at the Eau Claire corporate office, and also let them know that their practice of asking for SSN cards is a very bad practice???

Hello sellyourstocks,
Welcome to the forum, and thank you for sharing you for sharing your feedback regarding your visit to our Cary, NC store. As a mother of a 6 year old I can definitely understand wanting to give your daughter a treat for behaving well in the store. It sounds like no one made the effort to help you obtain change for the gumball machine, and I'm very sorry for the disappointing experience you encountered
Offering no less than stellar customer service is one of our top goals, and even though it was a small thing like changing a dollar, someone should have been able to assist you. I appreciate very much you bringing this to our attention, and I assure you I will be documenting your experience for review.
Once again, I am sincerely sorry for any frustration this has caused, 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

Re: Poor customer service-very disappointed

I called Best Buy Rewards customer service for missing points and 3 times I was put on hold and the agent never picked up the phone. On the 4th time, I asked to speak to a supervisor and was put on hold again and again nobody picked up. I made a $1600 purchase that was 3x the points and never got the points and customer service does not want to help. Very poor customer service for a big company like Best Buy.

Good afternoon madaraseafood,
Welcome to the Best Buy forum, and thank you for connecting with us.
It is entirely possible the agent you spoke with put you on hold in-order to review your My Best Buy™ account, but there is no reason you should have to spend a portion of your day sitting on the phone. That is not the level of customer service that Best Buy strives to provide, and that is why I would suggest coming to the forum first if you have any future My Best Buy™ questions, as I am always happy to help.
After reviewing your open case, it appears the purchase in-question was made at one of our Pacific Sales stores. The points for an eligible Pacific Sales or Magnolia purchase do not post to a member's account in the same way as those for an everyday Best Buy purchase. It can generally take between 20 - 35 days for points to post, which does not start until after any scheduled deliveries are completed.
While we do need to wait a full 35 days before looking at any other options, I would like to gather some additional information and go over your My Best Buy™ account with you. To accomplish that, I will be sending you a private message. You can check your private messages by logging into the forum and clicking on the little yellow envelope icon at the top of the page. I look forward to further speaking with you.
I hope that you enjoy the rest of your day.
Derek|Social Media Specialist | Best Buy® Corporate
Private Message

Poor Customer Service so far, hope it gets better

About two weeks ago, I went to a Verizon store to change my service provider from Sprint to Verizon because I have heard that Verizon customer service is so amazing. After speaking with the customer service rep, I had set up a plan and elected to get the iPhone6 for my wife and I, two phones total. The customer service rep said she would have to order one and it would be about a week before we would get our new phones, which I was ok with. When she put in our address, she put in the wrong address for one of the phones but not the other. When I pointed out that it was not our correct address, the rep told me all I would have to do is contact Fed Ex once it ships and have them change the destination. Ok, not a problem. A week went by and the phones shipped, so we contacted Fed Ex per the customer rep's advice and Fed Ex told me that I would not be able to change the destination, only a Verizon employee could do that. So I contacted our customer service rep again on Monday and she said she would have it fixed... this was Monday. We received one of the phones yesterday and the tracking number shows that the other phone was shipped to Florida while I live in Virginia. Now we have one of the phones here at my house and the other phone is on the other side of the country. Since Monday, I have been chasing down this customer service rep and her supervisor trying to get this situation fixed and I keep getting brushed off and I feel like my issue is not important to them, though this was their mistake. When I ask for updates, the rep only responds to me in text and when I tried to call her yesterday, she stated that she won't know anything until today and that she would notify me first thing. It is 11:30 and I guess first thing for her isn't the same as what "first thing" means to me. Is this what Verizon customer service is like? Making errors, then tasking the customer to fix your error? I understand that one employee does not represent all of Verizon, but even the manager played our situation off as if no big deal. So before I decide to say forget all of it and just take my business elsewhere, I wanted to give you guys a chance to fix this. Please help and redeem your customer service.

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What is the billing customer service phone number?

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Hi drums60,
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Poor Customer Service, Phones, and Edge

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