Positive Customer Service Experience.......for a c...

These forums nearly always voice negative comments regarding Customer Service.
For a change I would like to post a positive experience.
I've had Vision now for a couple of years now and in the main have been fairly satisfied with it.
My one problem has always been speed due to distance from the exchange etc which unfortunately I can't do much about until my area is upgraded to the 20MB service.
Due to my household having 3 PCs online, one of which is my son who online games every night, the "On Demand" service has suffered.
I am using an ASDL router with a hard wired network throughout my house which, when there are no PCs online, the "On Demand" works just fine.
I've been offered suggestions regarding QoS options and using the Hub which I don't want to do.
BT Vision, in my opinion, is an additional service that enhances my household's media experience right across the board and should be without detriment to other online activities we experience.
The other day I reviewed my current "Bronze" package and found that I don't use it enough to justify the ongoing monthly outlay also coupled with the fact that ESPN has lost the rights to the "Old Firm" games.
So I decided to cancel the package and revert back to "Pay per View".
After finally getting through to the call centre, which sounded like it was in Newcastle, I spoke to a pleasant female member of staff who changed my account back to "Freeview Only" without any hard sell attempts to get me to continue, which was most refreshing.
She informed me that the service would be stopped the following day, which it was, and confirmed that any outstanding portion of my current monthly payment would be credited to my Vision account to use for future "On Demand" activities.
I informed her that when I can increase my bandwidth, which I'm willing to pay the extra for, I may be back for a package.
To conclude I would just like to post my complete satisfaction with Customer Service in this instance and long may it continue for other subscribers.

Without BTVS sorting out myriad problems for me I would have thrown the towel in..........
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Similar Messages

  • Positive Customer Service Experience

    With all the negative posts that occur here, I am happy to be able to report another good experience.  My DVR would not play recorded shows 2 nights ago, and I tried rebooting twice, with the result of a page load failure.  I called TS and the rep was very thorough and helpful.  His line tests indicated that my DVR was failing and he arranged a service call the next day to replace it at no charge.  He also gave me (without being asked) a 1 year long monthly account credit for any inconvenience.  The only glitch was that the appointment was scheduled for 4-8pm (I would normally ask for an 8am slot but I had to work) and the tech was delayed, so it had to be rescheduled for this morning 8-12.  The tech called before arriving, came by 9 am and upgraded me to a VIP2250 from my old VIP1225 with no questions asked.  He tested all the functions before he left, and I am up and running again.  So for whatever it's worth, the service is typically good, and the problems reported are the exception rather than ther rule. docbombay

    Doc - I think I have never seen anything more confusing. It does appear that they have three functions that do the same thing - one manual (wide mode) & two automatic. (auto wide & 4:3 Default). Based on that I would change Auto wide to off. That would give Wide mode=full control.
    There is another complexity - Does the U-verse setting to 16:9 mask any 4:3 content within. That is if you set u-verse to 16:9 and the original broadcast picture is 4:3, can the TV detect it and fill the screen. Same goes for SD channels below 1000.
    Looks like the 4:3 default channel/input specific. Maybe even goes away when you come back to the channel.
    Maybe it would be best to change the TV settings via the menu instead of the multiple pushes of the wide button.
    Are you expecting every picture 16:9 or some 16:9 and other 4:3 based on original content?
    I believe you are connected HDMI or component and taking about chans 1000+.
    You could call SONY to see if they can explain their settings.
    Hope I did not make things worse.

  • BT most frustrating customer service experience in...

    I thought I would register for this site - only so I could share my experience of BT broadband customer support. It will come as no surprise to many of the customers of BT that my experience is a poor one.. but by posting I hope to clear some of the frustration that I am feeling and get on with the rest of my day. 
    The context is that I fequently have poor connection speeds or no service at all. most of the time I do not bother to call support as I know the experience is horrible. Today though I did call as I am really considering switching to another provider and thought I would give BT a chance to assist me.  Here are a list of my complaints as sent to BT today.  You might find the transcript of my conversation with the support rep of interest:
    1) Frequently have issues with intermittent service and poor connection speeds.
    2) Automated Phone system VERY frustrating when trying to contact BT customer services. Today have worked out the quickest way of getting through to support team involves TEN different options having to be chosen
    A real example from today follows:
    1 - enter your number
    2 - select 4 for fault
    3 - select 2 for broadband
    4 - Listen to advice
    5 - please hold
    6 - if you have a problem with broadband press 1
    7 - press 2 if your phone is working
    8 - listen to advice to use online help
    9 - press 2 if you don't want to use online help
    10 - if you are experiencing slow speed press 3
    11- listen to message "we randomly select people to provide feedback please press 1"
    12 - please hold to be connected.
    3) Once you DO get through to a human you are frequently told you need to be transferred to another department or get cut off - having to call through again. I had to make 7 separate calls today and still have not had my issue resolved.
    Today I was told today after 7 separate calls to the Customer Service team for Broadband problems that I would be called back by a specialist team between 12 and 2Pm today. I was not called back and then called back myself to ask what the promised update was progressing. Here are some notes from that call - I have tried to quote verbatim where possible (its not exact .. but hopefully allow you to get the gist of it):
    Me: explain that I have called in several times - the latest at 9:am this morning was when I went through a series of tests, and was advised that my problem would be referred to the Network support team who would call me back between 12 and 2pm - as it was now 2:15 and no call I was ringing to see what the update was.
    BT: whenever any cases are raised to the network faults team. It goes to anyone of them randomly. So the person to whom this fault is assigned may not be there in their shift.
    Me: Can you please check?
    BT: (after wait) He is not on the shift.
    Me: Ok so what is the update please?
    BT: So I will be running a few tests. So that I can find out how your internet works over the past few.
    Me: Yes but would you be able to look up the update that I have been waiting for please? you ran these tests several times this morning.
    BT Yes I will need some few minutes.
    Me: thats fine I have been waiting since 9am this morning and this is my seventh call to BT customer service. I have been waiting for just under 8 minutes on this call so far. Happy to wait.
    BT: are you using a laptop or desktop?
    Me: Ipad
    BT: And do you see the lights on the router changing when the service drops out.
    Me: I have already answered these exact questions this morning at 9:am
    BT: OK sire (?) - the line will go quiet now then.
    (after about 5 minutes)
    BT: Please allow me one more minute
    BT: The test shows no fault in BT network.
    Me: May I ask why I have been waiting for an update then?
    BT: The work has been done.We generally ask the customer to wait for update. Its a very good constant speed - you are getting a speed of over 8MB. There has been no issue for the last 18 days.
    ME: right ok. So - when did this come back on? - because I was told this morning at 9am that there was a known issue in this area which had been resolved but when they ran a test this morning on my line they said there were still some problems and that this would referred to the network support team.
    BT: Let me tell you what this means - whenever the level 1 team runs any test - they try to .. if there is any fault they find it and go ahead and make it very simple to test the network in your property. I have made distinction and everything is working very good in BT network. A good consistent stable broadband.
    ME: So why was I told there was a problem this morning
    BT: That is right -  something is affecting your internet internally. There has been no issue for the last 18 days.
    ME: if it internal to me.. why when I call the main number BT and type my phone number in, does it say there has been a major network issue in my area
    BT: No this is not correct.
    Me: but when I call BT I get a recorded message saying that has been a major outage in my area which has now been corrected but you are saying that there is no issue.
    BT: we must do some troubleshooting - I promise I will help in the quickest way I can.
    ME how will you do your troubleshooting? because I cannot connect my ipad via ethernet. - which is what I know from experience you will ask me to do.
    BT: (incoherent)
    ME: I am sorry but I don't understand what you are saying - would you mind repeating the exact practical steps that you want me to perform?
    BT: ONCE YOU ARRANGE ANY WIRELESS DEVICE LIKE LAPTOP. WE IMPROVE YOUR WIRELESSLY CONNECTIVITY. THEN AT THE SAME MOMENT OF TIME WE CAN CHECK THE WIRELESS CONNECTION.
    ME: PLEASE TELL ME THE ACTUAL PRACTICAL STEPS.
    BT: STEP 1: ARRANGE FROM YOUR FRIENDS OR FAMILY MEMBERS AND THEN I CAN HELP YOU. TO GET YOUR WIRELESS CONNECTIVITY IMPROVED.
    YOU NEED TO ARRANGE ANY LAPTOP SO THAT WE CAN CHECK AND GET YOUR WIRELESS CONNECTIVITY IMPROVED.
    ME: ----> BORROW A LAPTOP?.... descends into a furious rage.....dials off..
    4) I am paying £26.80 per month for slow broadband and £14.45 for line rental - despite the fact that I do not have a landline. I am fairly sure that this was not the deal I signed up to when I first started my BT service and do not understand how you can be charging me such an uncompetitive deal.
    5) I also have BT vision but am charged on a separate bill and cannot speak to a single person about my entire account as Vision is dealt with by a different team. As stated previously I would rather boil my head than have to call through the automated telephone system so rarely ring to speak to two teams.
    I am awaiting a response from BT. - Lets see.
    .... breath out ... and relax...
    Interested in others experiences. Is this unique to me?

    Well, this is a user help forum
    I will move this post to an active help board, so you can get assistance. Meanwhile
    Welcome to this customer to customer forum.
    To enable forum members to help you, please could you look at Helping forum members to help you which asks you to do a few checks first, and has some helpful hints.
    When you have done that, please post the results here, so members can offer advice. Thank you.
    I have changed the subject to make it more noticeable.
    There are some useful help pages here, for BT Broadband customers only, on my personal website.
    BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

  • DISGUSTED, HORRIFIED, ANGRY, WORST CUSTOMER SERVICE EXPERIENCE I'VE EVER HAD at Verizon Wireless.

    DISGUSTED, HORRIFIED, ANGRY, WORST CUSTOMER SERVICE EXPERIENCE I’VE EVER HAD at Verizon Wireless. I have been trying to return my Iphone 5S for the past week.  I’ve been to 3 different Verizon Wireless stores in 2 states and have spent countless hours trying to get the return processed.  The Verizon Wireless IT system is literally INCAPABLE of processing my return. I purchased an Iphone 5S under the Edge plan.  I traded in my old Iphone 4S and was given a gift card.  This gift card went towards the payment of the first month of the Edge plan, the tax on the 5S, and a screen protector.  When I tried to return the device after 1 week the system literally could not process the return in multiple stores.  A call was put into the operations department on my behalf 5 days ago and I haven’t heard anything back.  I am not looking for a handout or a freebie I just want to return my phone as I am allowed to do under Verizon Wireless’ terms and conditions.  Today is the last day of the 2 week return period although I was assured by a store manager that this will not apply to me due to my situation but I am skeptical given the situation.  I would like to get this resolved ASAP.  I am incredibly frustrated and disgusted and if/when I am able to return this device I would strongly consider leaving Verizon.  I would think the largest carrier in the country would be able to process a simple return.  This is totally unacceptable. 

    Hello cmc29,
    I would like to truly apologize for the state of affairs you’ve found yourself in, as it’s never fun to be without a washer (or dryer) for any length of time. For me, laundry just seems to appear overnight, and I can only imagine how daunting of a task washing all of it would be after watching it pile up for a few weeks.  I’m sure it only complicated things when our appointments continuously fell through for various reasons, and I’m sorry for the aggravation this added to already frustrating situation.
    When your delivery day arrives, you should receive a call from us to narrow down the time frame to a 2 hour window.  This is done because our delivery agent’s schedule isn’t fully determined until the day of service as our customer’s needs may change prior to the delivery date. These routes are then best optimized to fit the appointments scheduled for the day.  After looking through your delivery date for your dryer, I see that your slot was from 5:30 to 7:30. Something was clearly miscommunicated if you thought otherwise though, and it’s even worse to hear that it arrived in less than pristine condition.  Please know that I’m looking into this to see what options we may have to fix this.
    Upon review of your order, I see that your washer is awaiting transit from one of our warehouses to one near you. Please know that I’m currently collaborating with both of them to make sure they are aware of your impending delivery date of 8/4, and I’ll update you as soon as more information becomes available.
    I greatly appreciate your patience, and I’ll be in touch very soon.
    Alex|Social Media Specialist | Best Buy® Corporate
     Private Message

  • Complaint BAD customer service experience in Hong Kong

    I would like to complaint a Apple staff called “Andrew” who worked in Festival Walk Apple retail store in Hong Kong resulting in my wife cannot buy the iPhone reserved within the timeslot provided.
    My wife successfully reserved two iPhone 6 Plus 64GB Gold with timeslot 12pm to 1pm (Lunch time period) on 13 Oct 2014 at Festival Walk Apple retail Store in Hong Kong. She queue and waits for assistance. Bearing in mind two different members of staff approached her and said there was a 20/25 min wait. It is fine to wait for 20-25min. But after 20 min later, she asked the Apple staff again to confirm how long she needs to wait for and ask if she whether took the iPhone few hours earlier and later. This is because the she needs back to work.
    She asked the apple staff called “Andrew”, he raised his voice and told her that she need to wait now and cannot take the  two iPhone 6 Plus 64GB Gold earlier and  later.  He also said if she would like to take the iPhone earlier, she needed to ask everyone in the queue to confirm if she allows taking the iPhone first.  How come the staff response to her like that. My wife needed back to work finally and cannot buy the iPhone reserved!
    At first, time management is very bad in Festival Walk Apple Retail Store in Hong Kong is very worst. Why my wife cannot buy the iPhone within the timeslot provided.
    Secondly, Apple Staff attitude is very ridiculous. My wife just enquired the staff politely. But how come the staff replied her like that. How come Apple hired a rude staff likes “Andrew” in Festival Walk Apple Retail Store in Hong Kong.  He was very rude, impolite to her. What’s going on. The staffs never polite and I can tell you if we treated our customers like that where I worked we would have been fired immediately!!
    Does Apple Company provide any training to the staff? My wife and I doubt that any training provided to the staff.  Apple customer service is terrible, he really don't care about helping you with a problem.
    Apple is a big company over the world. Apple staff is the most arrogant group of people we will ever meet. They provide such worst customer service experience. It is absolutely unbelievable and unacceptable. Great service offers a unique opportunity for businesses that are willing to invest in a memorable customer experience – they can ot-support the competition. But I cannot find any great customer experience in this Apple Retail Store. Please note that Bad customer service is totally affect company reputation. I did complaint those staff “Andrew” on the same day. But there is no any feedback and response from the Festival Walk Shop Manager or Apple representative. It's an absolute disgrace and I wonder why apple don't have a complaint department!

    << Personal comments removed >>
    You get to the store ~30 minutes before closing time, your card is declined for insufficient funds, you are told there isn't enough time to go to your bank in order to deposit more funds and return in time to finish the transaction and are surprised when they don't agree to finish the transaction when you return AT closing time?
    Glad you finally got your phone, but I too see no reason for an apology from Verizon. Maybe checking to make sure you have the funds to cover the expenditure next time would be wise. You have a smartphone, possibly adding an app to make the funds transfer electronically would have even kept you in the store while you made the additional deposit/transfer. Better planning on your part would have prevented ALL of this.
    Message was edited by: Verizon Moderator

  • My Customer Service Experience (Store #55)

    I went to this Best Buy store because of a laptop that I found for sale in their Open Box section online. The laptop was listed online and at the store for $839.99. When I arrived at the store, a gentlemen assisted me is picking the laptop up and I was ready for check out, this was where my customer service experience with Best Buy got worse. I had given the checkout associate a 10% coupon that I had received, he was unable to add the coupon the to cart so he called a manager, Chad (removed per forum guidelines). 
    Mr. (removed per forum guidelines) then tried to add the coupon to the order but ultimately said that I could not use the coupon for this order, because it was Open Box item with a discount already presented. However, my coupon's terms and conditions stated nothing about being able to use this coupon on Open Box items. I asked Mr. (removed per forum guidelines) to contact a manager that I could speak with, he called Josh (removed per forum guidelines).
    Mr. (removed per forum guidelines) then came to me and stated that the coupon could also not be used, but only be used on the original price. However, I once again stated that NO WHERE on the coupon did it state that this coupon could not be used on Open Box items. I then asked Mr. (removed per forum guidelines) to tell me that he would not honor the coupon and he stated verbatim, "I will not honor the 10% coupon". I also asked him to write this down for me to document however he declined to do so. I wonder why that was..maybe he knew he was wrong and didn't want it documented.
    The problem that I am facing here is that no where on the coupon did it state that the coupon could not be used, however, Mr. (removed per forum guidelines) and Mr. (removed per forum guidelines) both did not honor my coupon. This was my worst experience at Best Buy and I am truly frustrated with the customer service I received. I shop at Best Buy often, I am an Elite Plus RewardZone customer.
    I did end up buying the laptop or $839.99 + $69.30 tax with a total of $909.29. However, I did not receive my 10% discount which I believe is unacceptable on Best Buy's part. I am not impressed with Best Buy's service and experience at all.
    An apology would be a start, but what I really want is my 10% discount or a good reason of why I couldn't get one.

    Hello arsalann24,
    Buying a new computer has always been very fun and exciting for me, and I assume that it is so for everyone else as well. The process should not become complex or frustrating at any point, and I regret that this seems to be the case with your recent computer shopping experience.
    Many coupons contain exclusions to how they may be used. For example, some may not be used on certain categories of products, or on specific brands. Not all can be used on products that have already been reduced in price. Some may not be used on prior purchases. That being said, I have a few questions for you:
    At what store did you make your purchase?
    Did you make your purchase as an online order for store pickup?
    From what source did you acquire the coupon, i.e., Movers coupon, College Student Deals, etc.
    I'm grateful that you took the time to write to us with your concerns and I look forward to hearing from you.
    Sincerely,
    John|Social Media Specialist | Best Buy® Corporate
     Private Message

  • What is the number for Verizon Wireless  Corporate Customer Service Complaint for CA

    My Complaint:  I have been a Verizon Wireless customer for approx 20 years.  I called customer service to seek an early upgrade for my daughter's phone. She is away in college and her phone is malfunctioning.  She is eligible for an upgrade in approx 6 weeks so I did not want to spend the money on a replacement phone when since we were planning on updating to something newer.  The customer service rep to me they could not do the early upgrade an to call back in a few weeks. After explaining this was unacceptable (I do not like the idea of a young female being out of state and away from home with no reliable means of communication), she places me on hold to later return with the only offer of  I must purchase a new device through her ( over the phone) which will be shipped to me, the phone was priced $100.00 more than the online price (they will not price match), plus i must pay $30.00 upgrade fee, $35.00 activation fee and taxes on the retail price of the phone.  I am upset and disappointed with the quality of service provided by Verizon being a 20 year customer.  If not for the seriousness and urgency of this matter, i would not have asked for an early upgrade.  It is times such as these that you get to see how much of a "valued customer" you really are.   I guess you are valued as long as you pay your bill and continually  purchase their products.  I would like to speak with someone from Verizon's corporate or customer relations department.  As of now I am really considering changing my service to a different provider.  I have multiple accounts with Verizon and i will canx each after the current contract committment expire (starting with my daughter's phone which expires in 6 weeks) In the meantime I will go purchase her a new phone with someone else and take comfort knowing she will have reliable communication.

    I started with them in 1985. It has been wonderful service but very expensive. They seem to operate on day of deposit day of withdrawal. That means that I have no benefits nothing beyond the normal customer if I don't pay my bill they shut me off. That's why I have switch to another provider and I have better service lower cost and better phones. you can't beat  other providers I mean it. Please don't expect more from verizon other than a "pay me more money and I'll do what you want" because it's all about money. Read the transcripts from current Verizon employees all over the internet. The company is going down and they're taking customers with them.
    msvat <[email protected]> wrote:
    msvat  created the discussion
    "What is the number for Verizon Wireless  Corporate Customer Service Complaint for CA"
    To view the discussion, visit: https://community.verizonwireless.com/message/1113982#1113982
    >

  • Customer Service request for all mobile users

    To all cellular subscribers, first off, I wish to say I am a proud VZW user. Second, I want to say I am a customer service rep for a competitor carrier. Personally, a few of my coworkers and I believe there really isn't any competition. Thirdly, I want to remind everyone... When you get your bills and you don't understand them, or your service isn't working correctly, try to have your duckies in a row BEFORE you call customer service. We do not work for the company in question, we are a 3rd party outfit that is hired by the big guys (T-Mo, ATT, Sprint, Verizon....) to handle the calls coming in. We are trained, but remember, we are in a call center, some may be overseas, some may be in the US, but our paychecks do not come from the big guys, but our real bosses. Yes, you are customers, just like I am, but before you call us, put yourself in our place. Seriously, if you had to talk to a person over the phone who is yelling and calling you names, would you want to help them?
    So, my request to you is follow the Golden Rule: Do unto others as you would have others do unto you. Trust me, staying calm in the face of any hardship will go farther than flying off the handle.

    Yes, my coworker's sister works for the same company we work for  and she handles VZW calls. Also, just the other day, I helped someone cancel her contract with the competitor's company because she was just hired on as a rep with the same company we work for but in a different state. BTW, that new VZW customer/CSR says that the service for Verizon is WAY BETTER than with her old company 

  • There was a problem processing your order, please contact our Customer Service team for assistance.

    when i waned to buy and finished filling all the (*), i clicked on conifirm membership they worte this in a red color:
    There was a problem processing your order, please contact our Customer Service team for assistance.Middle East & North AfricaBahrain: 80081097Egypt: 08000000447Jordan/Kuwait/Lebanon/Qatar/Yemen: English +44 207 365 0735Jordan/Kuwait/Lebanon/Qatar/Yemen: Arabic/French +44 203 564 4145Oman: 80077173Saudi Arabia: 8008446638Tunisia, Morocco and Algeria: +33 157324642United Arab Emirates: 80004443085Commonthwealth of Independent States (CIS): +44 207 365 0735

    Asmaa,
    Other than using the suppport phone number, you may try a chat here:
    Creative Cloud support (all Creative Cloud customer service issues)
    http://helpx.adobe.com/x-productkb/global/service-ccm.html

  • When i waned to buy and finished filling all the (*), i clicked on conifirm membership they worte this in a red color:  There was a problem processing your order, please contact our Customer Service team for assistance.Middle East

    when i waned to buy and finished filling all the (*), i clicked on conifirm membership they worte this in a red color:
    There was a problem processing your order, please contact our Customer Service team for assistance.Middle East & North AfricaBahrain: 80081097Egypt: 08000000447Jordan/Kuwait/Lebanon/Qatar/Yemen: English +44 207 365 0735Jordan/Kuwait/Lebanon/Qatar/Yemen: Arabic/French +44 203 564 4145Oman: 80077173Saudi Arabia: 8008446638Tunisia, Morocco and Algeria: +33 157324642United Arab Emirates: 80004443085Commonthwealth of Independent States (CIS): +44 207 365 0735

    Verify that everything about your Adobe ID and your country and your credit card match exactly
    Change/Verify Account https://forums.adobe.com/thread/1465499 may help
    -http://helpx.adobe.com/x-productkb/policy-pricing/change-country-associated-with-adobe-id. html
    -Credit card https://helpx.adobe.com/utilities/credit-card.html
    -wrong email https://forums.adobe.com/thread/1446019

  • I would like to talk to a customer service representative for Apple in Australia what is the phone number

    I would like to talk to a customer service representative for Apple in Australia what is the phone number

    emiilygracekickass wrote:
    A contact number.
    Yes, I understand.
    Click the link I supplied to find a contact number.
    Also, at the bottom right of every page on Apple's website, there is a Contact Us link.

  • Is there a customer service number for Australian customers?

    Is there a customer service number for Australian customers?
    I can't find one anywhere

    Ah, you're a legend. I'll be hanging onto that number for grim death. Thanks for the info.
    20 mins after your reply, Adobe put the charge through on my credit card 6 days after they sent me a suspension notice.
    Their account management interface sucks. It does this ajax thing that ever completes and comes up with a message to "try again later" which never works. I had to use the Opera browser to get it to work for some reason. And even when it does, there is no option to request that outstanding balances be charged to your card. My ISP has this, my mobile service provider has this, my web hosting company has this, why can't a big multinational corporation have the same feature instead of getting us to waste hours every month just to have a payment pushed through. Alternatively, and at least, why doesn't it just keep attempting to charge the card until it gets through? No, instead it suspends your account. Grrrrr....

  • Incredibly poor customer service, charged for unusable device

    I am writing to publically complain about Verizons absolute lack of interest in providing customer service and for not honoring their part of our contract.  I purchased a verizon jetpack over a year ago with absolute assurance that it would work in the rural area in which I live.  It didn't work, it has never worked, there is no usage on the line and Verizon will not refund my money and will  not cancel the contract.  I am posting here, but will be posting this week on twitter, facebook, and better business bureau.  I have tried to resolve the issue multiple times both in store and through phone customer service.  Nothing but frustration.
    Here is your best clue ever:  avoid Verizon stores like the plague and go to your local Best Buy.  Not only do they provide customer service, but they don't even charge restock fees if a piece of equipment doesn't work out.  I have spent hundreds and hundreds of dollars on equipment I can't use, could never use.
    I am being cheated and this company couldn't care less even though I've been a customer for over ten years.

        @TLThompson,
    We absolutely do care about all our customers and definitely want them to have the best service. I apologize that the Jetpack did not work in your area. You have 14 days from the date purchased to return the device and cancel the service. Once pass that time you are billed a cancellation fee if service is cancelled.
    Did you reach out to us within the 14 days to cancel the service or advise that the device was not working properly? Was the device purchased at a VZW store or an authorized dealer?
    JohnB_VZW
    Follow us on Twitter @VZWSupport

  • Verizon Wireless Network Extender and the Terrible, Horrible, No Good, Very Bad Customer Service experience

    It was a dark and stormy night...
    For the past eight years, I had been happy with Verizon wireless service. Great coverage and rarely a dropped call. However, all of that changed when I moved into a lovely mid-century modern condominium. The solid concrete walls and ceilings were blocking my attempts to communicate with the outside world (i.e. order pizza).
    Enter the Verizon Wireless Network Extender! My own personal cell tower! Alas, the VWNE was $250, which was a lot of money. So, being the resourceful recycling advocate that I am, I procured a refurbished one and hooked it up to my network. Then I called Verizon to begin what would soon become one of the Bottom 10 Least Enjoyable Experiences in customer service history (note: obvious foreshadowing).
    The first technician I spoke with was Benjamin, who was actually quite helpful. He noted the VWNE's MAC address and other information before attempting to allow me to access my unit. But he could not. Why? Apparently the unit was still registered to another Verizon customer. He told me the matter would be forwarded to "Verizon Correspondence Support" who would contact the registered owner and get their approval to reassign the unit.
    A week later, I called in to ask about the status of my request, but was told by Darryl (another tech from the VWNE department) that the "Verizon Correspondence Support" department did not exist. Did. Not. Exist? Fine, I explained the situation again, and Darryl eventually told me he would submit a special access form which may resolve the problem. He apologized for the mixup, thanked me for my patience, and told me to wait 24-48 hours for his return call with the results.
    120 hours later, I called to ask about the status of the change access form because I had not received a callback. Michelle, another representative of VWNE support, told me there was no record of this form having been submitted. No. Record...? After which, she made no effort to help me after reading through my transcript. In fact, quite the opposite. To paraphrase...
    "I'm sorry we wasted two weeks of your time leading you to believe we had a solution. Actually, there is no Verizon Correspondence Department, there is no special access form, and no tech will be calling you back. Furthermore, I will not allow you to use our unit because the previous owner hasn't filled out Release Form 27B stroke 6. For all I know it might have been stolen. Perhaps by you? I guess we'll never know for sure, because I won't contact the owner for any reason. In fact, there is nothing I can do to help you whatsoever. But if you like, feel free to throw our network adapter in a landfill. Thank you and have a nice day."
    OK Michelle, here's the deal. I don't even WANT this doohickey. You see, all I want is for my phone to work. That's why I am calling you. To get THIS piece of your equipment working, at my expense, so that I can continue to be a Verizon customer. Seems like I'm doing my part. Why is this so difficult?
    "Sorry"
    Lesson of the story? DON'T BE A MICHELLE. If a customer is in trouble and you can't solve his/her problem, contact a supervisor and work out an alternative. In my example, perhaps Verizon could have provided me with an "official" VWNE? At a discount? Or have a technician sent out to examine the signal? Really, *anything* is better than being brushed off. After being brushed off.
    After being brushed off.

    Follow up: I acquired another VWNE from a local seller, just in case he had to be contacted for the Nuclear Priority Phone Release Code (geez). Ironically, it wasn't necessary, because said fellow had already left Verizon after too many negative customer service issues. Oops.
    The good news is that Verizon was able to properly activate the second unit. I was connected to a VWNE tech named Bertha who was VERY helpful and treated me like a human being. Which made all the difference and restored my faith in humanity. I requested that my story be relayed to upper management so that the hordes of secondhand VWNE buyers wouldn't also get burned by Verizon's "hands off and look elsewhere" policy. Bingo. Finally. Done.
    Epilogue: Until Verizon eases up on their needlessly stringent policy, beware the unchecked VWNE! Be sure to get the MAC code and check it with a local store/tech support before buying it.

  • Worst customer service experience I have ever had.

    I have never felt so disrespected by a company in my entire life. Their customer service is beyond terrible, as anyone can see by reading the various posts from frustrated customers on this forum.
    I ordered a laptop on November 30th as a present for a family member's birthday but, when I saw that the shipping date would be later than than the actual birthday, I emailed them to cancel the order. Most modern companies give you a cancel option right on the site but not Lenovo ... you have to email them. Fine (I thought), it's a little less convenient but what the heck? I then called the next day to confirm the cancellation, just to make sure, and was told that the cancellation would probably be processed the next week, on tuesday, and that I would get an email to confirm. That email never came. I called back a couple of days later and a different rep told me that they were still waiting for the warehouse to confirm the cancellation and that it could still take a couple of days. Ok, fine, I guessed I would have to wait a bit but it would surely go through in time since the cancellation process was started almost immediately after the order. I didn't receive any other emails so I emailed again, and again ... and again and never once got a reply. I even emailed one of the reps I spoke to on the phone directly since she gave me her own direct email address (a nice gesture, I thought ...) but she never replied, either. Then, to my surprise, I find out that they actually shipped the unit on December 5th, even though my account must've been full of notes detailing my various emails and calls (if they even keep those on record like any reputable company would but... who knows?). I finally receive the **bleep** laptop by mail after all this! Like all the calls and emails had been completely ignored! I suppose they do this on purpose, betting that the customer will be too lazy to return it.
    I start chargeback proceedings with my credit card company just to make sure I don't get screwed but I cancel them when I see that they finally replied to my request for a return label (the first, last and only reply I ever got from them) so I cancel the chargeback, thinking that this crappy experience will soon be over.
    They received the unit on December 30th. I never even opened the box it came in, so I know it's 100% working and not damaged so their should be no delay caused by their quality check. Still, here we are, January 10th and no refund. Still not getting any replies to my emails either. Calling them is, of course, useless since you either can't get through, are transferred to another department that has no clue on the issue, are told they will get in touch with you later or to just wait for calls and emails that never come. Meanwhile, I’m paying interest on a purchase I cancelled minutes after the order, not the mention the initial charge still on my account. So now I have no laptop, they have my money and any attempt to reach them is ignored.
    Now I have to write this long and boring post on a public forum just to get a reply (I see that hey at least reply to these, sometimes ...). I am way beyond the end of my rope here so, if anyone from lenovo reads this, get in touch with me NOW so we can finally resolve this matter.
    Solved!
    Go to Solution.

    They finally e-mailed me yesterday, telling me that they will check with their billing department and get back to me. The thing is, they told me the same thing over the phone and in the support chat before and they never ever get back to me. We are now well beyond the regular delay for a refund so isn't this outright theft, at this point? What do I do? Call the cops? Get a lawyer? I'm afraid to issue a chargeback because people have been screwed before with lenovo refunding them way late, causing the cc company to reverse the chargeback and then Lenovo, being brain dead as they are and thinking the chargeback still went through, cancelled the refund, leaving the client with no money and no product.
    I hope potential customers will read this forum and avoid Lenovo like the plague. Lenovo really are a bunch of heartless crooks.

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