Poor customer support

Even though I found the Zen mx easy to use and sounded nice the customer support was not? easy at all.
Bought in April from? there online european shop, developed a fault in June ( Dead Screen).
Had refurbished replacement sent but this was very badly scratched on the inside of the screen.
Had to return at my cost, but told this would be reimbursed.
Second replacement was in same condition and also with no memory card.
Again had to return at my cost, this time I was refused reimbursement of postage.
Was told that a brand new ZEN (not a Zen mx) would be sent as compensation for my inconvenience (not even asked if this was acceptable).
They also requested my bank details to be sent to them in an email, which I refused.
Told I had to choose an accessory instead of refund of postage to the value of only one of the postage costs.
Was not happy with this but decided to reluctently accept.
Soon after I received a telephone call saying that they will honour the cost of the second postage and that I could now choose from a few more accessories. Also it was confirmed that the Zen was an upgrade and that it was difinately to be a brand new one.
When it arri'ved it was yet again a refurbished model with fine scratches on the inside of the screen and again with no memory card.
This was the final straw and I have now asked for a full refund and for them to arrange collection of there property.
As of this time I have not received a reply to my request.
So to be blunt, beware if you have to return any products under warranty as the condition of there refurbished mp3 players is poor at best and the comunication within departments is even worse.
I find this a real shame as the original product was of a high standard and performed well, that is until it developed a fault.
I will update the outcome when I have one.

Hi,
Sorry about your experience with customer support, can you please provide us with the RMA reference number?

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  • How to address poor customer support

    In January, I ordered a Yoga 2 Pro.  The laptop arrived and met my expectations.  Approximately 4 weeks later it refused to boot up.  I called Technical Support.
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    I called Customer Support, armed with this Technical Support Ticket Number and spoke with Nxxx.  She was extremely helpful.  She processed the Return Order and the Replacement Order.  I discussed with her my desire to retrieve personnel files and she provided local Lenovo Support Centers and advised I call them.  I did call.  All Support Centers advised they could not open up this laptop and it had to go back to the factory.
    The next day, I logged the order number and received the below status from Lenovo’s web site:
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    •    Estimated Ship Date 2014/03/10
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    Prior to March 24th, I again called Customer Support to verify the laptop was shipping out as planned.  After much frustration with the agent, I requested to speak to a supervisor.  I instead received a Lead, named Pxxx.  I discussed the situation with Pxxx.  He was very apologetic.  He promised he would look into this situation and call me back the next day.  He never did.
    March 27th, I ran the order number again on Lenovo’s web site.  To my surprise, the Ship Date had changed to 3/4 and Delivery 3/8.  I called Customer Support to inquire.  The agent who spoke with me apologized.  She did research on your system and advised me the laptop would ship in 24-48 hours.  I questioned why Pxxx never called back.  She promised to send a note for Pxxx to call me back.  He never called.
    March 31st, I called Customer Support.  The agent advised the Ship Date was 3/4.  I requested to speak with a Supervisor.  He advised a Supervisor would call me back before 21:00 EST.  At 20:30 EST, Lxxx called.  We discussed this issue.  She apologized.  I expressed my frustrations having to wait 6 weeks for a replacement for a defective laptop Lenovo sold in the first place.  She promised to take this up with the factory the next day and call me to advise of the results.  She did not call back.
    April 1st, I sent an e-mail to Lxxx requesting status.  I took a screen shot from the Lenovo web site.  Ship Date 4/3.  Delivery 4/7.
    Today I again called Customer Support.  I spoke with an agent who advised Ship Date 4/9.  I asked to speak with a Supervisor.  I was passed to a Lead named Pxxx.  I asked him if he was the Pxxx who promised to call me back two weeks ago and never did.  He neither confirmed nor denied that was him.  He did not apologize for not calling.  He did state he was the only Pxxx in the office.  I expressed my frustration.  I told him I spoke with Lxxx Monday and she never called me back.  Pxxx passed me to Lxxx.  I asked why she did not call me back as she promised.  She apologized and stated she was busy.  I asked if she received my e-mail yesterday.  She admitted she was behind on her e-mails and did not know if she received it or now.
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    1.    The laptop sold me was defective.  After it died, I did some searching on the internet and it appears this is a common problem.  I am shocked Lenovo has not addressed this.
    2.    Technical Support ignored my requests for assistance retrieving the files from the defective computer.  The made no attempt to help.  I can only assume the computer has been wiped and the files are gone forever.
    3.    Your Customer Support system is set up to lie to people.  I do not think the people at Customer Support deliberately lied to me.  They were merely repeating the information available to them.  This information is set up to give false shipping data based on a 2 week window.  Two weeks does not sound bad.  Surely you can wait 2 weeks.  On February 26th , I was lead to believe the computer would be in my hands no later than March 12th.  If Lenovo truly ships the computer on the 9th (current estimate), I will have waited 7 calendar weeks.  I am confident, someone knew back in February this would take longer than 2 weeks.  Had Lenovo been transparent from the beginning, I would not be as upset as I am now.
    I would like very much a conversation with someone at Lenovo who can address these frustrations.  To date, I have spoken with agents, leads and supervisors.  It is clear these people are only repeating the information available on their computer screen.  They do not have any ability to contact the projection facility or technical support to research the true answers for my questions.

    Thanks for noting your concerns - I believe we have received your emails and a member of our exec relations team should be working with you to ensure resolution.
    If you need additional help on this, please send me a private message.
    Thanks
    Mark
    ThinkPads: S30, T43, X60t, X1, W700ds, IdeaPad Y710, IdeaCentre: A300, IdeaPad K1
    Mark Hopkins
    Program Manager, Lenovo Social Media (Services)
    twitter @lenovoforums
    English Community   Deutsche Community   Comunidad en Español   Русскоязычное Сообщество

  • Resolution for "inactive" itunes card?  Poor customer support.

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    Not an option or I would have done that first.  But thank you for taking the time to offer advice. 

  • Random Dropping and POOR CUSTOMER SUPPORT

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    welcome to the BT community forum where customers help customers and only BT employees are the forum mods
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  • How does anyone get customer support to actually provide support?

    The concept of customer service is a complete joke at Adobe.
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    OK Scott. Best wishes with finding a solution.but you'll probably know from your own experience that name calling doesn't resolve anything.
    Out of interest, are you aware of the apology that Adobe issued earlier this year about their poor customer support?
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    Since you seem to have exhausted every possible solution that Adobe has offered, and no-one else seems to be hitting the brick walls that you're consistently hitting, rather than wasting your energy on decrying Adobe Customer Support, could the issue be with your specific machine?
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    I don't want to start a discussion. I just want a phone number for customer support. Is that really impossible?

    Alacatr I am sorry you are facing difficulty contacting our support team.  I would recommend that you utilize a different web browser, computer, smart phone, or tablet, to contact our support team at Contact Customer Care.
    If you are receiving a download error then there may be an issue with the stability of your Internet connection.  This could also affect your ability to contact our support team.  I would recommend reviewing Error downloading Creative Cloud applications - http://helpx.adobe.com/creative-cloud/kb/error-downloading-cc-apps.html for information on how to resolve download errors.

  • Poor Customer Service

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

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  • DISAPPOINTED AT THE LACK OF CUSTOMER SUPPORT IN TR...

    Hi all,
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    Solved!
    Go to Solution.

    I agree in the lack of support and not only its that the lack of knowledge within the stupid call centres.
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    the engineer explained everything was fine at this end and to contact B.T. since we have no dsl light on at all yet lines are working ok. I first had to wait in a queue for 30 mins then i told the man who answered the full story that we had no problem here but no infinity and engineer had to leave without setting it up. the man started prattling on about did i have my modem plugged in and what lights were on and did I try a reset!! "HELLOOOO" once again I said the engineer just left and its set up fine and there is no dsl light!! He then asks me if my phone line is working after I already told him I was calling from house phone and its working fine.
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    P.S its after 12 midnight and guess what...... yep still no service what a waste of time they are

  • Dreamweaver customer support woes...

    Hoping that someone at Adobe might actually read customer letters...
    Bill Curry
    Box 44, Port Maitland
    Nova Scotia, Canada   B0W2V0
    July 22, 2009
    Shantanu Narayen
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    345 Park Avenue&#8232;
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    I am writing to express my dissatisfaction with your product, your licensing structure and more particularly your customer service. 
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    I have returned your product Dreamweaver CS4 via the LOD and expected repayment of monies under your return policy.  I contacted your company about returning your product but I have gotten no response regarding this issue other than the fact you have received my LOD, it has now been almost a week since this last communication.
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    While my complaints with your products are of a personal nature, my
    experience will affect the use of your product at my place of employment.
    As Director of Tri-County Regional School Board in Nova Scotia, Canada,
    and formerly as Technology Consultant for the Board, I make major decisions
    regarding software that is run in all of the English speaking elementary,
    middle and high schools in Yarmouth, Shelburne and Digby counties, Nova
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    The School Board currently owns hundreds of copies of Adobe products, and I personally own a 50 license copy of CS3, which I use when in-servicing staff.
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    will recommend that all of the schools under my care cease using any Adobe
    products.  I will report my experience to the Nova Scotia Department of
    Education and recommend that all schools in Nova Scotia cease using Adobe
    products. 
    As I have not yet received any response from your company about my
    complaints, I have contacted the Better Business Bureau regarding customer service issues and VISA regarding the Dreamweaver CS4 purchase and return via LOD.
    In conclusion, I am seeking the following remedies from your company:
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    2.  an upgrade from Studio MX 2004 to stand alone Dreamweaver CS 4
    3.  Monies owing from the return of my original purchase based on your agent’s representation in the amount of $294.45 Cdn.
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    manner.  If it is not, I will stop using any of your products and recommend
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    I look forward to your immediate response.
    Sincerely,
    Bill Curry
    By Fax: 408-537-6000
    Cc
    Ann Lewnes
    Senior Vice President of Corporate Marketing and Communications
    Kevin Burr
    Vice President, Corporate Affairs and Communications

    Bill,
    I don't want to imply in any way that you have not been treated badly, because you have been. I hope you won't really take steps to deprive the students of your district the opportunity to learn Adobe applications which are industry standards and arguably the best available for many tasks.
    I noted that your problem started initially with an Activation issue. Did you see an option to call activation support (activate by telephone) on the error screen? I've not had to do that with Dreamweaver, but I have with InDesign, and the experience was not unpleasant at all.
    It is important to note that the activation number is a separate call center, not connected to "customer service" in any way (though it, too seems to be located in India). I think it's been about two years now since I had a problem (hard drive replacement, as I recall), and I called the number. The representative asked me for my serial number and why I needed to have my activation reset, and I was up and running again in five minutes. I've heard other customer service horror stories, but never any about the activation center. The only reason I can imagine for not receiving help with activation would be a pattern of excess activations in a short period that might be considered fraud. Is it possible you have been switching the activation between machines on a regular basis (not to commit fraud, but to allow you to work with properly licensed software in multiple locations)? Again, I don't know anything about the MX suite, but InDesign has a "soft" limit of, I believe, 20 activations before you must call and explain yourself. That counter resets automatically after a (unknown to me) period of time to allow for things like hard drive failures and system upgrades.
    Again, there is no excuse for what you have experienced, but I'm not entirely surprised by some confusion about the different licensing criteria involved with pre-acquisition Macromedia products (which I believe Studio MX would be), and post-acquisition versions. I'm not entirely sure anyone knows what is allowed, what versions can be upgraded to what other versions, etc. It's possible to find conflicting information, I think, on different pages at Adobe.com, and the rules are even muddier outside the US. I agree, though, that if a representative promises you that you are eligible for an upgrade, the company has a responsibility to provide you with a working product at the upgrade price, even if it means shipping a full retail version.
    I wish you luck.
    Peter

  • Poor Customer Experience - How to Report It?

    Ive spent the better part of the last hour trying to understand how to connect with someone who will discuss my Apple customer experience with me. Everything is organized by product and technical or functional issue. I cant seem to talk to someone about my experience. I am a new iPhone user and I have received poor support from Apple to date. I would like Apple to be made aware of this. How can I contact them? After calling the support number to log an issue, the operator didnt seem ot know what to do since i wasnt calling about a product...which was frustrating.
    Hopefuly someone from Apple monitors these threads.
    I am having battery life issue with my new iPhone 4S (less then one week old).
    I went online and made an appointment via express care on Saturday. No one called.
    I called on Sunday and talked to an iPhone rep who told me my issue would require a battery exchange and that i should go to my local Apple store.
    When i got to the Apple store, I was asked if i had an appointment...no one told me i should make an appointment.
    I called to report my concern over the lack of information shared on my service call as well as the missed call for my initial appointment and was met with frustration when the operator couldnt find out where to route my call and put  me on hold for an iPhone rep , which is where this all began!
    Apple - Something has to be fixed. Where is the email or phone number for customer experience or customer support? I'm not just a product owner. I thought part of owning an Apple product was supporsed to be the experience.

    I would just like to express how irritating it is that the rep or "genius" that assisted me this afternoon wasn't willing to take the time to look at my phone and it's specific issue and instead prompted an reset to default settings. As it asked for my password he asked me to put the password in. Before doing so I asked him what was going to change when we did this, he assured me that nothing would be deleted, when I asked him what settings I would have to put back in place to get it to the way I have it now, he said, and I quote..."only the wifi password."
    First of all how would he know this was true without seeing what settings were going to be changed.
    Second, of course it was not true, as soon as my phone came up, the background picture was a default...he then said..."uh, oh yeah...also the background picture will go to default."
    I asked him if he hoped that resetting my defaults would correct the issue I had come it with. He said that he did not believe that it would correct it. I asked him why he did it then, and he didn't give me an answer, just moved on. As it turns, out I am having to discover all kinds of things that this little genius' automatic check the block action of "reset" did and try to configure my phone back to functional. Unacceptable. The solution is spending just a little more time and care with the person who has spent the money to have this service provided in that manner.
    Apple support has not been what I would call "service" recently. I have called in and spoken with customer support and have been told completely wrong info...like they cannot help me with a Apple Numbers App issue because it was a third party app. I said it was an Apple app, and that it said so on iTunes, she said I was wrong and needed to contact the makes or the Apple Numbers App...I laughed and said I did, it's you guys. She then asked if there was anything else she could help me with.
    Apple has definitely lost my excitement and enthusiasm. Get it sorted out guys. 

  • 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

  • Cannot Access Profile Options in New Verizon Webpage - Poor Tech Support

    I just started with Verizon this past Thursday for phone and internet DSL. Everything went smoothly except for the fact that there is a new webpage that Verizon is using that presents the customer and/or user with Profile options.
    Every time that I try to access these options, a message appears that states that these options will be available when my installation is completed.
    I have already installed the latest Verizon software on my PC, spoke to countless HSI support people, and am told that I would have to wait 48 to 72 hours for this to hopefully be resolved.
    Each time, I am given a scripted response where each rep uses screen sharing to try and resolve the problem. They waste my time by spending over an hour checking options, and then tell me that it is a webpage problem not my PC.
    I have never seen a new webpage rolled out and Beta tested while the old one was closed. In other words, every competitor of webmail Hotmail to Outlook, and Google with their new webpages, always keeps the old webpage active until they have worked out all the problems of the new one. They even allow you to try the new one, and then roll back if you were not satisfied.
    Verizon, you did a very poor job with this roll out by not presenting these options to the user. In your rush to implementation, you run the risk of losing customers because of the time wasted by scripted customer service reps who don't have a clue as to what is going on. I left Time Warner Cable to come to you for specific reasons, and in regard to Internet, you pale in comparison to their customer support. It never took them days to resolve a problem.
    I guess Internet services is not important enough.

    I am sorry to hear about the problems with the website. Are you still having difficulties? Please reply back if so that way we can assist further.
    Anthony_VZ
    **If someones post has helped you, please acknowledge their assistance by clicking the red thumbs up button to give them Kudos. If you are the original poster and any response gave you your answer, please mark the post that had the answer as the solution**
    Notice: Content posted by Verizon employees is meant to be informational and does not supersede or change the Verizon Forums User Guidelines or Terms or Service, or your Customer Agreement Terms and Conditions or plan

  • Just had the most awful experience with cleanmymac2.  I just had research files "cleaned"?no help from customer support - please advise software to restore files

    I just had 3 years of research "cleaned" by cleanmymac2 - due to poor instructions/information.  Customer support just told me what software I should buy to restore the files they destroyed. Would appreciate any suggestions on how I might possibly retrieve my files?  Thanks

    If you have a backup that you created prior to using CleanMyMac, now is the time to use it. For Time Machine, boot OS X Recovery, and at the Mac OS X Utilities screen, choose Restore from Time Machine Backup. Choose a date preceding the installation of CleanMyMac.
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    Nothing less than erasing your Mac and rebuilding it from the ground up will undo the effects of having used CleanMyMac, and its developer's instructions for uninstalling it are not completely effective.
    I know no other way to recover from having used CMM other than the recommendations above.

  • 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.
                                 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

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