Poor customer service rep training

I've had problems for several weeks with my voice and internet service, which has involved phone calls and online chats with Comcast customer service staff.  Each time I talk to or correspond with someone, I get a different answer -- and no resolution to my problems.  Today was the worst...I was told to take my cable modem to a local service center to swap it for a new one.  I did that, only to be told that I had been misinformed; since I have voice service, only a tech can swap out the modem. And, the cost to have a technician come out would be $50.  Why should the customer pay to resolve the service provider's problems or faulty equipment?  Needless to say, I'm ready to go back to AT&T.  I thought they were bad, but Comcast is proving to be even worse.  Is there anyone at Comcast who has a clue?

While Comcast is the best service in our area, their customer tracking and support services rate an "F" and that's higher than I would normally give. I had one of their supervisors out to my place to track down a speed issue. This is an office with a network using Comcast installed equipment and set up by their techs originally. The recent site visit included a change out of the modem. We then tested and it was believed that all was working. 2 hours later, I discovered that I could not print from the laptops any longer (worked prior to the change out). After working with a "chat" person we set up an appointment to have them back at our place to address the problem. It was set for today 2-4. I recieved email confirms of the appointment and recorded messages to confirm. Unfortunately I was called away in an emergency and could not be there. I then called the service line to reschedule the appointment. No one could even find the already confirmed appointment. Worse yet, they did not understand what a network was. This was bumped three different times to other personnel with the same result. I've left a voicemail with the tech that was in my office and since it's Sunday, I fully understand it going to voicemail. I am hoping that someone from COMCAST will have the deciency to call me to get this resolved. Otherwise, I will get this on every News Service, Chat Board or other means of global conversation stating what poor service they provide with a problem comes up. OH and I just received a recorded interview from Comcast asking me about the service over the phone. Needless to say, I gave everything the lowest scores possible. [email protected] is where I can be reached if Comcast really cares.

Similar Messages

  • 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
    promptly!
    Thank you for following up with me, I hope you can help me get these
    matters resolved.
    Tricia Godwin
    On Sat, Apr 18, 2015 at 2:39 PM, Verizon Wireless Customer Support <

  • Customer Service Reps are wholly unqualified to serve customers

    I have been dealing with several issues over the past few weeks and have been given false information on a number of occasions. I was double billed on my checking account asa  result of this incompetence and the lead to believe I could upgrade my phone early up until the actual order was placed and then was told they would call me back and no return call was made. When I contacted customer service about these issues, I was basically told that there was nothing I could do about the situation and when I expressed a wont to switch to another carrier after having a Verizon phone for almost a decade, I was essentially told they were sorry to see me go. No attempt was made to keep my service in any way. It is concerning that I pay my bill on time every month and when I need assistance from customer service, I cannot trust the information I receive there because of being told several false pieces of information over the past several months on various occasions. Overall, I love my Verizon service but the customer support is completely unreliable and I cannot be trusted at this point to actually help me. It is completely worth an ETF to get away from this company as a service provider at this point. Unfortunately, I have to pay in order to get away from Verizon but at this point, I am not being given any other options by Verizon Customer Service. I have a feeling I will get no reply from Verizon regarding this because of their complete lack of respect for their customers and not sure if they will even leave this post on the forum but if so, I encourage anyone that has similar issues to reply so that Verizon sees that their customer service reps need to be better trained as a whole.

    {please keep your posts courteous}
    I have NEVER had a bad experience with CS. Sometimes you need to look in the mirror. Not always, but sometimes.
    You stated on another post that other companies don't have bad customer service. Obviously you have never been with AT&T!

  • Complaint - Poor Customer Service in Store and Inconsistent Communication

    I am writing on this discussion board in hopes that my complaint will be reviewed and communicated to those in a position to make a change so that other Verizon customers will not have to experience what I did yesterday. On June 24, 2013, I had an exceptionally bad experience with Verizon. My iPhone 4S completely shut itself off while I was reading an email on my way into work. It had a full charge and I wasn't doing anything differently with it, simply scrolling through emails before it shut down. When I got into work, I attempted to connect it to my charger to see if it would recognize it, which it did not.
    On my lunch break, I went to the closest Verizon store to my office, located at 209 S LaSalle St., Chicago, IL 60604 (312.658.3900) to speak with them about my options. They looked at the device and informed me that thye couldn't read anything from it. They also noted that there was no water damage and the device was intact - no cracks or anything of that nature. Knowing that my upgrade date was a mere 22 days away, I asked if there was any way they could please bump it up so that I could upgrade to the iPhone 5 and have a working phone. John-Paul, the individual who I spoke with, informed me that I could go to the Apple store and see if they could help revive the phone, and if not, I could call Customer Service (800.922.0204) and ask if they could bump up my upgrade date because, "Customer Service are the only ones who can do that."
    In order to be proactive, and knowing that I might not have a working phone to call Customer Service with later last night, I went back to my office and called  Customer Service to see what my options were. I spoke with an individual named Gabby at around 12:30 PM - 1 PM CT who was very helpful. She was baffled that the store hadn't helped me since there was a Corporate offer (Eligible Device Offer Upgrade) taking place throughout all of Verizon which offered customers the opportunity to upgrade for the discounted price of the phone, so long as they were upgrading from a 3G to 4G device, which I had been trying to do when I went in the store (since my phone is a 3G and the iPhone 5 is 4G by default). She asked for the store's contact information that I had just been in and put me on hold while she called them and told them that I was eligible for an upgrade and could receive the iPhone 5 at the upgrade price. She informed me that she had spoken to John and that he had located the promotion code, and suggested I go back to the store before he left for the day since he was the individual she had spoken with about my particular situation.
    I immediately walked back to the store and found the John she spoke with << Full name removed >> and he was very helpful. I confirmed that I could upgrade to the iPhone 5 at the upgrade price, knowing there was an additional standard $30 upgrade fee, in addition to taxes and insurance. When he went to get me the phone, however, he informed me he had just sold the last black one of the GB size I needed. He informed me that another store in Chicago had 9 iPhone 5 devices in black in the GB size I was looking for.
    I left work at 5:45 pm CT and walked to the Verizon store located at 36 S State St., Chicago, IL 60603(312.726-8277) to purchase my  upgrade. However, upon entering the store, I was immediately told they couldn't promise me anything and that they might not be able to upgrade me for the price I was quoted, but instead, only shave off $50 from the phone. I asked to call and speak with a Customer Service rep while in the store since I had been told earlier in the day, by a Verizon Customer Service rep, that there was an Eligible Device Offer Upgrade promotion currently taking place that I could take advantage of that would allow me to purchase the iPhone 5 at the upgrade price. I was troubled to hear that the Customer Service rep on the phone was now telling me something differently - in fact, there was no promotion, and the only promotion I could take advantage of was the one in which $50 would be shaved off the phone's full price. I asked the individual who was assisting me at the store to call the LaSalle Street store to see if they still had the iPhone in the size I needed in white (at this point, I didn't care about the color, so long as I had a working phone) while I continued to speak with Customer Service. I was told by the CSR on the phone that it is each store's manager's individual choice to decide if they can override the upgrade date, which I told her I had been told the EXACT opposite in the LaSalle St. store earlier in the day by John-Paul. She explained that individuals in Customer Service have much more extensive training than those in the store, implying John-Paul might have misunderstood the policy. However, I asked her if they received such excellent training (and I would have to assume the same training), then why was I being told something completely different than what I had been told by a Customer Service Rep earlier in the day. I was obviously frustrated at this point as I'd been given the ring-around all day and still had no working phone, which again, was NOT my fault - the device simply died.
    I hung up with Customer Service and was informed that the LaSalle St. store had now told the State St. store they didn't remember telling me they would be able to upgrade me at the promotional price, and had only said they would give me $50 off the phone. I was more than upset at this point as I had clarified three different times the total cost of the phone while I was at the LaSalle St. store earlier in the day, and they had confirmed it would be the promotional price. A manager at the State Street store informed me I had three choices: buy the iPhone 5 at the full price and they would only shave off $50; go to the Apple store and see if they could fix the phone; or buy the iPhone 5 with a music bundle. Know that the price of option one was out of the question, I asked how much my third option was, and after looking over my outfit, the handbag on my wrist, and the jewelry I was wearing, he asked me, "How much did you bring to spend?" I was appalled that he had the gall to even ask this and told him that I had brought in enough to cover the price of the phone at the promotional price that was quoted to me by a CSR, as well as an individual in the LaSalle St. store. He told me he couldn't help me and suggested I go to the Apple store to see what they could. When I brought to his attention that the phone had simply died and not due to anything I had done, and my upgrade date was only 22 days away, and the most recent CSR rep I had spoken to said that it was up to the individual manager's discretion to override the upgrade date, the manager tried to tell me the exception to that rule was the iPhone. I was utterly flabbergasted since every conversation I'd had was either in person (where an individual could see me with my current iPhone 4) or on the phone where I stressed I had the iPhone 4S and wanted to upgrade to the iPhone 5.
    I left the store feeling frustrated and disrespected. At the end of the day, I had been strung along by Verizon, being told different things by different people, and quite frankly, was lied to and manipulated by their representatives. I would suggest that respect, communication and customer service be re-evaluated and stressed to those that work for Verizon, no matter the level.
    Message was edited by: Verizon Moderator

    Apple does not allow?? If you or I walked into an Apple Store and plunked down full price they will assist you to no end.  I pay full price for my devices, however when I visit the Apple Store near me the purchase price is something like 16 GB for $199, 32 GB for $299 and 64 GB for $399.   Strange since I don't purchase on contract and pay the $700 out right. Me thinks Verizon is trying to get my Unlimited Data and lock me into a contract. However that is not going to happen. So sorry Verizon   I have been looking at T-Mobile as of late. Was thinking of putting my emergency phone on their network just to try it out.

  • The lies that customer services reps tell you.

    My horrible experience with Verizon customer service today, 3 different representatives completely lied to me and told me 3 different instructions on how to get the new iPhone 6 plus which resulted in me losing my whole day for nothing. Only to have a Verizon customer service supervisor tell me that there was no records of any of my conversations with any of these customer service reps. Needless to say as a customer I am so unhappy with the way I have been treated and  lied to that I don’t even feel safe keeping my service with Verizon. I am afraid and that the next time I call with a question I now have no trust in anything that a Verizon customer service rep tells me. Read the below for details in my awful and exhausting expertise with Verizon today. 
    Today I went down to the Apple store to edge up my phone to the new iPhone 6 Plus. If you are told that you can do this as well think again. I know Apple has restricted when the new phones are available for the cell phone providers but they should have thought of a way for customers to more easily get phones through the Apple store since they don’t have it. To start this story off I had pre ordered the new iPhone 6 plus back in the beginning of September which I was going to have it shipped to the address I was living at. The pre order was not going to make it to me until October 28. Well last week I had to move and needed to change my shipping address. So when I called Verizon they said that they would have to cancel my order and re do it all over again in order to change the address, this sent my shipping date of the pre order back to October 31. I then asked if I were to find the phone at the Apple store sooner could I cancel this order and get it there. I was told that I would be able to go into the Apple store and get the phone if they got it in stock before I received my pre order. This morning I attempted to do exactly that. I called the Apple store to see if they had the iPhone 6 Plus in stock and they did, which has been hard to find lately. I then proceeded and called Verizon to cancel my pre order and ask about how I would go about getting my phone at Apple.  The person I talked to said that when I got to the Apple store and got my phone and before I paid all I need to do was call Verizon back and that they would work out a way to pay my remaining balance on my edge phone. I then drove 20 miles to the Apple store and did what I was told and called Verizon when I got there, they said that what the other person from Verizon said was not true. This new person told me what I had to do now was go to the Verizon store and pay my remaining balance and turn my phone in. Then I would be able to go back to Apple and get the new phone and keep my edge plan. At this point from talking to many people with Verizon and having to re explain what I was try to do, I asked this guy to put a note in my account of what he told me. This way when I got to the store they would know what I was trying to do. So I drove 5 miles back from where I came and got to the Verizon store, not a dealer the actual store, and talked to a sales associate who then told me there wasn’t a way for them to do what the guy on the phone said they could do. I was told by this sales associate and a manager that their system would only let me pay my remaining balance singularity, that the only way their system would let me pay my remaining balance to edge up was if I was getting the phone through them at the Verizon store. This didn’t make any since to me because I was still getting my plan though Verizon just not through that particular store. I began to get a little upset and told the sales associate to call Verizon and ask them what to do because every person I talked to on the phone though Verizon told me that I would be able to get my phone at Apple and edge up. They didn’t call at first instead they kept trying to get it to work though their system. The manager then told me again that they couldn’t do it and I insisted that they call Verizon and figure this out because I have driven so far and canceled my pre order to trade in my phone and now I am being told I cant. The manager then walked away and told his sales associate to call them. After waiting another 20 minutes for Verizon to answer the two associates talked about what I was trying to do and this new person on the phone wanted to talk to me. She made me explain my story all over again what I was told and a what I was trying to do and she said that what the people at Verizon store said was true and that they don’t know what the other people were talking about and that I can’t pay my remaining balance on my phone do I could edge up and get my phone at the Apple store. I told her then why has everyone been telling me I can, she said I don’t know, I told her that wasn’t good enough. By this time I was really upset and started to raise my voice a little bit. I have worked in the customer service industry for over 10 years and I know that when a customer is yelling at you it’s a bit unnerving. So I kept my cool as much as I could and didn’t swear or anything. I merely made my point that this wasn’t right and that I felt much abused as a customer. There is no reason why I should be lied to by more than one person, if I would have known that I couldn’t at first then I would have been just fine waiting until the end of October to get my pre order. Though I got so excited that the Apple store had the phone that I wanted and that Verizon told me I would be able to go down there and get it and then I rushed through my job, skipped lunch and canceled an appointment to do this just to find out I was lied to and sent on a wild goose chase, this just wasn’t right. While I had the latest person on the phone I asked if my calls have been recorded and noted to see if there was any documentation as to what I have been told and she said no there wasn’t, I told her that this was unacceptable from a customer service stand point. So I left the Verizon store really unhappy, upset and empty handed. The impression I got from both the sales associate from the store and this new person on the phone was that they wanted to make sure that the money I would pay for the phone went to them and not someone else. Which is poor customer services ethics. Also I lost my place in line for the pre order and would probably have to wait even longer to get it. So now I am beating if I should just cancel my line and get the phone through a different provider that won’t send me through the ringer when I call customer service. 

    I had the same exact thing happen to me. I can't believe the lies these customer service people are told to tell yiu

  • 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.

  • Extraordin​arily 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/G​eneral+Support/Account+Issues/QuestionsOne/84843.h​...
    Good luck!

  • 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? 

  • Better Customer Service reps that know what they are doing.

    I recently had the horrible experience of trying to dispute a matter over the phone with a customer service rep, which was a HUGE hassle. I had an easier time looking up the information on the internet and doing it myself because all the reps like to do is transfer from one person to the next without ever answering any questions. Are the reps even trained? It didn't seem like it to me. They were rude and couldn't answer any questions I had which is part of the reason I didn't want verizon in the first place. . . They don't make you feel like you are anything more than a dollar sign

    I have only been with Verizon 1 week. Loving the service itself but the customer reps are not even medicore.  Everytime I call I give the same information to a rep that passes me to another and yet another and I give the same information over and over.  Then I get hung up on and no one calls me back.  I have to then go through the process yet AGAIN.  I try live chat and almost an hour later and giving the same information to that rep repeatedly in the same chat conversation - I am still trying to get the issue resolved.  Come on Verizon get with it.

  • Poor Customer Service/Billing

    I went into the store located in Sumter, SC to merge my account with my girlfriend's to save money.  She was on a data plan and I was not.  We upgraded mine and went with the new share everything plan.  My complaint is the fact that either the store employees were unable/unwilling to give me a bottom line on what this would cost between the three lines on my account plus adding hers.  The sales rep stated that the primary would be "about $100 and $30 for each additional line but this does not include taxes and additional fees".  I asked several times for what the bottom line cost would be and was told they did not know.  I find it highly unbelievable that their billing department can figure this out in the next 30 days, but no one in the store can tell me what exactly our new combined services will cost.  Very poor customer service.  If this plan ends up costing more than what we started with, you can bet I'll be canceling my services.
    A. Clark
    Sumter, SC

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  • 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

  • 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

  • Lack of Commitment and Poor Customer Service

    My daughter made international calls on her cell phone. She met this person online and did not realize the person was located outside of the United States. It is a very odd situation in that the number she was dailing was an 868 area code and did not require any additional numbers. Due to the number having the same format as a US based number there was no way for me to know the usage charges that were being added to my account. Over the 2 months, she has incurred approximately $7500 in international charges.
    I called Verizon on May 27th and notified them of the situation. I spoke with a great customer service rep. She tried her hardest to work with me.  She applied a courtesy credit of $299 to the bill and indicated that she would retroactively add an international plan to my account.
    Unfortunately, this is where the good customer service ended. When I checked my most recent bill the international plan was not added to the account.  This was the first broken commitment. They indicated it was due to have a past due balance of greater than $25. Obviously based on the circumstances it would be impossible for me to pay the bill down to $25 in one payment.
    On June 2, I was told that my call would be escalated to management and I would receive a call back  in 24 - 48 hours.  Today June 4, after 48 hours expired. I called Verizon as I did not receive a call back from the manager.  The lack of the call back with the second broken commitment.
    The customer service rep I spoke to today provided the worse service I have received so far.  She made a couple of inappropriate comments.  The first was:
    1. I need to tell me daughter to stop making international calls. I am a responsible parent and I have disciplined my child.  Verizon is a cell phone provider. Its not their place to give parenting advice. An appropriate customer service response is, "Let me see if there is anything we can do prevent this from occuring again"
    2. Then agent told me the manager was not going to drop everything to respond to my call.  I did not request the manager to do this. I waited the 48 hours that I was orginally given. An appropriate customer service response is"I apologize we did not meet our original times, let me see what I can do to get a manager to respond to you".
    At this point, I am obligated to pay over $7,000 in cell phone charges which I will do as I am a person of my word.  At this level of payment, I should be treated as a premium customer and I expect much better customer service from Verizon.

    International Long Distance and Messaging by Country - Verizon Wireless
    International Long Distance Value Plan for Trinidad & Tobago:
    Voice Rate: Landline $0.05/min  Mobile $0.05/min
    Monthly Access Charge $5.00
    *You can automatically add these services to your account if you have a 30 day payment history and your account is in good standing. If you have been a customer for less than 90 days, please call Customer Service at 1.800.922.0204.
    (AT&T offers a better plan - $0.01/min to Trinidad & Tobago, $5.00 monthly access)

  • Customer service rep to be picked from ship-to

    Hi,
    I have a requirement to pickup the Customer service rep from Ship-to party. As per the SAP standards if the Sold-to party is maintained with partner function, then it will flow in the sales order.
    But one of the Sold-to has around 50 ship-to parties; I would maintain the Customer Service rep in Ship-to party. Please suggest where I need to do the enhancement in Sales order.
    Regards,
    Jagadish

    Hai Jagadish R     ,
    In the sales order standard program, in
    Include          MF02DFEX
    and ask your abaper to Use the order data  in the Sales order header details
    and in the Ship to Party field make the entry of the Customer service rep from Ship-to party.
    Regards,
    Mani

  • File a complaint, poor customer service

    I have been a loyal customer with Verizon since before 2005. I have two wireless plans with seven phones, home phone, dsl, two business line and Verizon will not take care of my service correctly. I am very disappointed.
    In July 2011, I purchased two new phones(Droid 3) at a Verizon Store and was given incorrect information about several issues related to the new phones and the current phones (Droid X) being transfered to other phone lines. The specific problem I have a complaint about is at the time of purchase, I requested the new phones (Droid 3) as well as the phones (Droid X) transfered to other lines to have insurance on all four phones.
    Currently one of my Droid X phones can not be used related to on/off button not functioning. I have been informed they did not set up the insurance as requested. The phone is still under manufacture warranty but I may have to pay $299.00 to replace this phone. I tried to explain I requested insurance. I was informed there is nothing they can do. I asked to speak to a manager. Kat or Cat came on the phone line.
    The situation was explained again. The manager Kat told me I was being dishonest and asking for insurance fraud. I was insaulted. I am a very honest person and she has no right to speak to me this was. I need to make this clear. Everyone else I spoke to was just doing their job, no one else was rude. During this phone call, I spoke to three people.
    I tried calling back to file a complaint. I spoke to another customer service rep. She said, She understood and took my complaint. She was going to try to resolve the problem, put me on hold, then returned to the phone right away and said she was not able to do anything.
    My problem still exists. Phone is not working and I am paying for service I am not happy with. I don't understand how they expect me to pay for a Verizon employee making a mistake. I would rather pay the penalties to cancel contracts and switch providers. Very unhappy. Unfortunately, my new Droid 3 is having problems too.  

    mmissymouse wrote:
    I purchased 2 new Droid 3, transfered the 2 older Droid X to other lines. Yes, I did have insurance on the Droid X phones originally. From the day I purchased the phones. They forgot to put it back on when they transfered them and it was added to the new phones. Or at least I hope so. I need to check that also. I do not know how Verizon handles their insurance and am unsure of whether or not insurance will transfer along with a phone to a new line. So whether or not they forgot to add it back on or don't allow it to transfer, I do not know. Sorry, I missed that you had purchased (2)new phones.
    As far as noticing, my bill is very long and I missed it. Did you notice how many items are in my bills and how many product I purchase?Since this is a customer to customer forum and I cannot see your bill, NO, I did not notice how many items are in your bills and how many products you purchase. As to MY bill, I check it to make sure I am getting billed for what I am supposed to get billed for and not getting billed for something I do not want.
     I went online and looked at the receipts/documents sent to me on this phone and they did not even send me a letter. So as far as there records show, i did not even changed anything. I was sent one for the other phone I transfered.
    Any other questions...........

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