Possible to meet with Customer Service Rep, rather than call?

We have been overcharged on our bill (ATT Uverse) on so many occasions, and there are so many inaccuracies on the bills submitted, that we need to sit face-to-face with an intelligent customer service representative and go through all the bills for the last 5 months, in order to reach a comprehensive solution. Calling customer service has not been helpful. They seem to be looking at different charges and different bills than the ones in front of us, not to mention the incompetency of some of the reps with whom we have been dealing. I am considering filing a complaint with the Better Business Bureau...however, I want to give it one last try, before filing as many complaints as possible. Is there a way to meet (not call) with a customer service representative, who can go through the hard copy bills with us? Would going to their corporate office help?

Send a message to the ATT Customer Care team. This group has been known to get things done but give them two to three business days to respond. Be sure to include a detailed message of your issues along with your name and account number.
Watch the little blue envelope at the top of this page for a reply.

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Installed my Photoshop Elements 7 on my new laptop. Says my serial number is invalid. Chatted with customer service rep and she says the number should work. What now?

Installed my Photoshop Elements 7 on my new laptop. Says my serial number is invalid. Chatted with customer service rep and she says the number should work. What now?

Hi,
Did the serial number come from a boxed set and previously installed from disc and are you now trying to install from a download?
If so, that will not work - the serial numbers are different.
If you don't have a dvd drive on your new system, perhaps you could get someone to copy your disc to a memory stick and install from that.
Brian

NEED TO SPEAK WITH CUSTOMER SERVICE REP -- Verizon sent my bill to collections

My name is Timothy. I would like to dispute a Verizon Wireless debt on a closed account. The account in question was opened in July of 2011 and suspended over the phone, due to unemployment, in the year 2013. Prior to the suspension of the aforementioned account, I was current on all payments, not once having any late payments associated with the account. I was told that suspending the account could be handled easily over the phone, however, I was uninformed at the time that the suspension of an account was only allowed for a certain amount of days before the account resumed repayment. I received no verbal, or written communication (e.g. bills, letters, e-mails) to inform me that the account had been resumed, so a debt continued to collect with the Verizon account without my knowledge. The phone never had service, even while I was apparently being charged, so I assumed my account was still suspended. I only became aware of this debt when I viewed my credit report through Credit Karma. Once discovering the debt, I then purchased a full credit report through all three credit bureaus and found that I have a debt to Verizon Wireless totaling $607.00 for the account in question. I now have a derogatory mark on my credit report, due to a bill that I did not know existed. I then attempted to contact a Verizon representative in order to dispute the charges, and I was unable to reach a human representative. I did however find the address for the Verizon Wireless NRO. I sent a my dispute letter March 30th, 2014, and have yet to hear from a representative. Therefore, I would like to request that I be contacted about the debt to discuss my options. I would prefer to speak to a person, rather than be shuffled around electronically or on the customer service line. Please help ASAP, as this is greatly affecting my credit, and thus various aspects of my life. I know that if I post my phone number on this forum that it will be edited out, so if any representative can email me, I will gladly provide my contact information as well as my account number (which I just found today by using a loophole I found on this forum to reach a human representative on the phone by calling the main customer service line, pressing 6, and then pressing 4.) Please make this process easier for me than it has been, as I am very displeased with the customer service I have received so far. Thank you, and I look forward to hearing from a representative.

Elector, I have seen you posting similar things to other posts throughout this forum. While I appreciate that you are trying to help, it seems that you did not read the entirety of my post.
I received no communication regarding this bill. Nor did the representative I spoke to about suspending the account tell me that there was a time frame for suspension. Nor was I informed that there is suspension with billing. There were absolutely no letters, no phone calls, and no emails about the charges, or about my account being sent to collections. The phone had no service, so I was unaware that it was continuing to be billed. It doesn't make much sense to be billed for a phone that I cannot use.
I do not appreciate you attempting to discredit my post (and others like it) by telling me there is absolutely nothing that can be done, when I have seen others in this forum, with the exact same problem, who have had their issues resolved. I will be persistent in finding resolution for this issue, because Verizon was not persistent in contacting me, despite the fact that I was a loyal customer who was always current on their bill until the suspension. Regardless, Verizon should have contacted me to tell me the bill was not in suspension anymore, and I would have gladly paid the bill, as I had with every bill prior to that. The issue is not non-payment, the issue is their lack of communication with their loyal customers.
People who try to invalidate customer complaints (without complete information on the matter) are the reason that Verizon can get away with negligent customer service, and I'm sure I'm not the only one who would appreciate it if you would only post in this forum if you have ACTUAL assistance to offer. Again, thank you for your help but I would prefer to speak to a Verizon Representative about this matter.

I reached my 1000th hour logged on the phone with customer service

I've been using Verizon jetpacks for 9 months now. Seemed like a sweet deal. Prepaid. Convenient. Fast and reliable. WRONG! I logged my 1000th hour on the phone with customer service today after a 5 hour "troubleshooting" session, second one this week. I've been having to make this exact 5 hour phone call every week sometimes up to 4x per week. I've never spent less than 3 hours on the phone or gone more than 4 days without having to contact customer "service." Naturally, this is pretty ignorant sounding. But, I paid $100 for a significantly small amount of data. I prepaid to be exact. For a service to be rendered one must be able to receive the service paid for. That's simply not the case. I paid $100 for this data already and can't actually use it with any convenience. Unless of course, 5-20 per week on the phone with customer service is typical of any other company. Other than Virgin Mobile, No. It's in fact an extremely absurd amount time for ANY customer to spend on the phone with ANY customer service. No exception. I feel rather abused, used and ****** over by this so call "service". I lost 6 clients. They all sued me in small claims for $3000 each for failing to maintain my end due to my weekly dose of hours on the phone with customer service and NOT doing the job I was employed to do. Nope. Instead, I spent my time with Verizon Customer Service and COURT! Yay! So, I've lost my home, my car was repo'd, $18k loss, 6 customers... and not one time has Verizon spent one second and said to me "Verizon could be the problem"... NEVER has that been the case in all 1000 hours logged. Interesting? No. Just abusive. I resent having to call customer service at all any more. It's even causing my mental health to suffer after all this. You know what is found every time? I'm on a prepaid plan on a device customer service told me to purchase. But wait... thats the second device. Every week I'm told The OTHER device is the one that works with this plan... then a few days later, no that other device is the one that works with the plan, a few days later... The OTHER DEVICE IS THE ONE THAT WORKS.. FFS. See a pattern? I've been directed by Verizon to replace my device 3 times, at $100+ per device plus the $10 sim card, plus the 5 hours on the phone with them every few days. I'd say there's an issue with customer service. First, yes it IS possible there is an issue on YOUR end. I'm pretty sure that having to buy a new device every time I call isn't really the best answer. Second, for the extremely limited amount of data I can't afford to watch a video for fear of capping my data before the end of the 30 days because its 10gig of data. Yeah, 2 whole movies worth! Third, its possible to be wrong, yet Verizon has never, not one single time chose to check their end. ALWAYS and ONLY my end. I don't find that surprising or ironic, I find it the most ignorant and worst customer service in existence only second to Virgin Mobile. Virgin mobile did finally acknowledge the issue was in the broken tower nearby. It took them 6 months and yes... 100's of hours on the phone. Verizon hasn't made any effort to accept responsibility for this issue. I'm sure they are very sincere when they are consuming my 5 hours per phone call trouble shooting my device for the third time this week. It's actually to the point where they have violated their terms of service and failed to look into an issue on their end. The tower has been hit. Hmmm... Ironic. Its quite a distance from here, but is a main tower that has caused an outage across my state. Verizon couldnt tell me that? Is that admitting your wrong so hard to do that it's easier to spend 5 hours on the phone trouble shooting my device than 5 mins looking for outages? Yeah, it could have saved my house and job, but I'm the customer... clueless idiot at the mercy of a company who is never wrong nor makes an effort to correct an issue on their end before stealing my hours from me. At one point, I actually fell asleep in my 2nd hour on hold. Customer service? Nope, a waste. I could dig it if this issue was on my end, but I'm confident that spending up to 20 hours a week troubleshooting to no avail is a HUGE red flag that its not on my end after all. Only cost me a house, a job, car and $18k plus court costs and fees. Fair? Nope. But it would be nice if just ONCE there was an initiative to provide actual support to a customer. I KNOW if this is my experience it is impossible to be an isolated incident with me alone. If I'm tying up 5 hours on the phone, what is the next guy doing? waiting to trouble shoot his box for the next 5 hours over a downed tower. Pride is what that is. People too proud to be wrong at someone else's expense. Definitely an issue if I've paid $900 in 9 months and I spent more hours on the phone with customer service than I have online. Pretty ******. Verizon, you ARE WRONG. Owning it would save the embarrassment of having to ***** about it on this site. I didnt' deserve my losses and it was at my expense and it is STILL at my expense that I'm having to contact that 888-294-6804 number. I've got it memorized like it was my best friends number - that's how often and how many times i've used it. Shame how simple it would be if Verizon wasn't so ******* proud and spent a few moments looking for issues on their end before stealing 5 hours from me doing the obvious over and over and over again... Small claims can be used to sue up to $3k. Looks like that's my only alternative, perhaps if I do that maybe checking for issues on their end will occur instead of pretending its impossible. It feels like I went to mcd's and paid for a meal at the window that took 5 hours to get a bag of raw patties thrown at me from inside after sitting at the window for 5 hours and waiting. I'm wrong of course. I'm am the customer. How could I possibly be right? I've troubleshooted my device over 1000 times. Of course its on my end. Must be.... 1000 times isn't enough to find out there's a potential issue that isn't related to my specific device, no? Is it gonna take 1000 more hours on the phone before one of the representatives decide to look for an outage before the 5 hours of daily trouble shooting? Thats a huge red flag that just keeps getting ignored. I can't think of any other companies besides these two internet providers that finds that acceptable. Better Business Bureau didn't. I'll be filing that complaint with them next. High time Verizon stepped off such a prideful pedestal and seek a remedy before a class action suit sinks them in the future from all other raging bitches not being provided with reasonable service. It's not a rant, this has been a life shattering experience for me and a simple quick check for an issue on their end could have prevented it. BAD BAD BAD Customer service policies to keep a customer on the phone for that length of time to repetitiously check the exact same thing repeatedly every few days. Disgusted. How dare that term "service" even be used if they can't provide "service" via support or otherwise. I'm on the internet finally after 10 hours and the news reported the Verizon tower down. Not verizon... A police officer interviewed on a Detroit News station instead. God knows police have nothing better to do in Detroit than make news appearances for verizon.

Simple solution. Get a real internet service and not a cell phone internet connection service it was never meant to be used as the primary internet service
And how do you lose a home and job and be sued as you claim. What over 10 Gb of data? Give me a break
In my city small claims is $5000.00
And over that amount you can go to a superior court to have your issue settled.
http://www.bbb.org
Good Luck, Elector

All I did was ask a question via email, and a customer service rep cancelled my entire pre-order

So the other day I emailed bestbuy.ca customer service to ask them a question related to my E3 pre-order. Included in the order was a Ps4 Nyko Type Pad, and I asked if it is possible to cancel this single item in the order, and if it was, to do so.
Key to note that included among this E3 pre-order was a PS4 Fall-Out 4: Pip-boy edition, which is now sold out across North America.
The customer service rep took it upon himself to play trial and error with this order instead of actually knowing what he was doing and ended up cancelling the entire order and losing me my Pip-Boy Edition.
I have been emailing endlessly trying to explain how this is a bigger mistake than they are making it seem and have only gotten responses asking me to do something about it, not Bestbuy fix their mistake.. absolutely terrible customer service.
This was the question I asked (a), and the initial response I received (b).
(a) my initial question
Is it possible to cancel only one item of this pre-order? I would like to cancel the Nyko Type Pad if possible, but not any of the other items.
(b) First bestbuy.ca response
Dear ______,
Thank you for contacting Best Buy Canada regarding Order #
We are sorry but when we tried to cancel the game in the order it doesn't work. When we tried to cancel it in second attempt it does, however your whole order got cancelled. We sincerely apologized for the inconvenience this has caused you.
We kindly ask you to place another order online for all the games in the order and we will adjust the price if there are changes. You can also call 1-866-237-8289 options 1, 1, 3, and 2. One of our representatives will happy to place an order for you.
Thank you for choosing Best Buy Canada. We look forward to serving you in the future.
Sincerely,
xx TA
Best Buy Canada
Further emails have only received predictable copy and paste responses, explaining that Fallout 4 Pip Boy Edition is out of stock, and to check local stores. Completely ignoring the issue I was raising.
My second email
This is absolutely in excusable and needs to be fixed on your end.
One of the items in the pre-order that you cancelled has been sold out online almost since it was made available (Fall Out 4: Pip-Boy Edition, Playstation 4). Now that you have cancelled the order I have no way of receiving this item. It is sold out in every location. How is this going to be fixed?
Second bestbuy.ca response
Dear ____,
We have received your email regarding the stock availability of Fall Out 4: Pip-Boy Edition, Playstation 4 on Bestbuy.ca.
Our website does show this product as ‘Sold Out’. It is possible that we will receive more stock of this item however we are not sure when as there are no pending purchase orders through the vendor. As such, we are unable to provide any details as to when we may have stock available for online purchasing.
Our online inventory is pulled from different inventory than your local store, so provided the item is not a web only item, they may have available stock. Try using the store stock check (on the Product Detail Page) to view stock availability or contact your local store directly.
Thank you for choosing Bestbuy.ca
Sincerely,
.TA
Bestbuy.ca
Great reading comprehension. The email wasnt about the availability of the game, the email was about the mistake made by a customer service rep. And no, no more stock is being made available, as Bethesda has said so. Just a terrible, terrible case of customer service.
Consider me, a lost, long-time, customer.

Very sorry to hear about this !
If you haven't had a resolution to this matter over the weekend, please send me a private message with your order number and contact details. I'd be happy to escalate to our Customer Experience team here.
Best,

Anyone know how to contact anyone in Verizon headquarters? Since I'm not getting anywhere with Customer Service

I'd like to express how unsatisfied we have been with Verizon on an issue that has been ongoing now since March 14, 2014. It involves an upgrade on one of our lines. After all these months, phone call with customer service, Tech support, and visits to a Verizon stores, I would hope that there are ample notation on our acct but since I've had to explain the situation on a bi-weekly time frame, I would assume that no one has documented any contacts.
We've been with Verizon for few yrs now and I have always been very satisfied with Verizon who, up until now , always provided excellent customer service in their knowledge, concern, and customer satisfaction. But I have to say, every positive outlook I've had with your company has been wiped clean with the worst service we have received in the last few months.
We upgraded my daughter's phone on 03-14-14 with a Samsung Galaxy Mini from an Iphone 4s. Within 24 hrs, the phone failed. After 2 visits to a Verizon store the next day which took 6 hrs, we still had to return the next day to speak to a manager. The 2 stores advised us to make a CLAIM on the defective phone thru our insurance plan with Verizon. A CLAIM on a 24 hr old phone!! A 3rd visit with a manager finally convinced him to replace the phone with another new phone at the store. Within 2 weeks - issues began to occur with the replacement phone. Several visits more, several calls more with Customer Service, several calls more with tech support which adds up to soooo many of our time taken up to simple have temporary "fixes" is outrageous. If I billed Verizon for my time, perhaps the situation would have been resolved more quickly. Each visit lasts approx 2 hrs, each phone call approx 1-1 1/2 hrs. We are talking at least 2x a month for the course of 5 1/2 months. Plus the time it takes to get the phone back to where she needs it - contacts, apps, internet.
Not once were we offered a new phone or replace the phone. Not until today. Replace the phone with the same phone that my daughter has grown to hate. So basically a 3rd phone - same phone. She is not interested in this phone any longer. She dealt with this phone model for far too long.
Today we were offered to replace the phone with same phone, or pay for a refurbished Iphone 4. So basically she would be going back to her original Iphone 4s before the upgraded WITH a cost. So her upgrade was wasted, we'd paid over $200 for a defective phone, and would need to pay for an even older model Iphone 4 and have to pay for it. Why wasn't she offered a different phone within those 30 days after the upgrade and 6 visits?
Every rep at the stores, every rep in tech support would provide a different reason for the issue. Finally, tech support advised not to download apps. WHAT GOOD IS A SMARTPHONE IF YOU CAN'T HAVE APPS??? We are talking about a 20 yrs college student who attends school in another state. Do you know the trouble she has to go thru to visit a store? To find 2 hrs between being a full time student with 2 jobs to sit on the phone with a tech support or go to a Verizon store? Once-ok Twice-maybe BUT for 5 months?
She's not eligible for an upgrade. She will be stuck with a phone that she had grown to hate. And I with customer service which I've grown to hate.
Finally, The Edge. Trying to find a way to make my daughter happy, I spoke with 4 representative today about the Edge. Each rep gave me 4 different information. 1st rep advised Edge phone could not be used on another line so I could not use a line eligible for the Edge and give that phone to my daughter since she isn't eligible for the Edge. 2nd rep advised that although new phone thru edge must be used by same number that it was eligible for, we could use the current phone o that line for my daughter. My son currently has an Iphone 5 and is eligible for the Edge early upgrade. He would not have to return his Iphone 5 so my daughter could use it. However, all the lines would have to go to the More Everything Plan and share the Data between all our phone lines. 3rd rep advised the cost would almost double from our current $358 to go to the More Everything Plan so suggested to have 2 accounts vs just 1. 4th rep advised not every line needs to go the More Everything Plan, we could not keep the current phone, and my daughter could get a replacement phone but same phone or made exception to offer the Edge early upgrade to my daughter but only after we go thru the replacement program because the phone we send to Verizon has to be in good working order/no defects.
After 5 1/2 months, it is now Verizon that is indicating that we have a defective phone and can't accept it thru the Edge program or we would get billed approx $299 for a defective phone. After 5 1/2 months of me calling in about a defective phone that not one rep replaced because they "fixed" the problem ( by the way, a temporary fix is not fixing, if it was fixed I would have made those calls today or writing this email), I am now being told her phone is defective. She advised to get a replacement phone first, return the old phone, activate the new phone, then call in to get the Edge early upgrade. So my daughter would have to do all this, plus add contacts back, apps and whatever else she needs to use her phone just to turn around a couple weeks later and do it all over again with the new phone thru the Edge program. Once again, we are the ones having to be inconvenienced and go thru all these steps. Did I mention she is going to be studying abroad in Italy beginning Nov? So the idea of having to wait 2-3 weeks for a new phone and having only a week or 2 to test the phone to make sure it's working properly before she's out of the country doesn't sound appealing to me. Verizon has made us have a defective phone for 5 months advising it's in good working order after each and every "fix" but Verizon will not accept that phone if returned in the same condition as a phone in good working condition. Do you see the irony in that?
I have reached my limit and after 5 yrs of my brother in law trying to convince us to switch to AT&T where he works in their Corporate Office, I can honestly say I will not be sad to leave Verizon. Especially when one of your reps simply provided me with the contract end dates to provide to AT&T because they offered to buy out our contract. No effort in customer retention what so ever. That was a phone call on Thursday.
And yes, one of your tech reps tried to convince me of all the hassle it would be to switch and time AT&T would take to buy out our contracts but honestly it was the pot calling the kettle. I am not in the position to discuss hassle and time after 5 months of getting that with Verizon. Did I mention it's my brother in law so we would be getting special treatment and no out of pocket expenses to switch. It was my loyalty and satisfaction with Verizon that has kept me from switching all these years. Something Verizon clearly does not appreciate.
So can you guess where I am with confidence that your customer service department is knowledgable about the plans/offers? Where I am that I can trust what I'm being told?
I know this email is confusing and really hard to understand...perhaps now you will know how i've been feeling--lost and confused with all the mis-information, with a hit and miss phone, and out of time with all the 1 1/2 hr to 2 hrs EACH wasted on this issue.
On top of all this, I can't even find out how to file a complaint with anyone higher up than Customer Service.

Jneklason wrote:
~snip~
I know this email is confusing and really hard to understand...perhaps now you will know how i've been feeling--lost and confused with all the mis-information, with a hit and miss phone, and out of time with all the 1 1/2 hr to 2 hrs EACH wasted on this issue.
On top of all this, I can't even find out how to file a complaint with anyone higher up than Customer Service.
I hate to tell you this, but you didn't write an email. You wrote a discussion post on the Verizon Wireless Community forum which is a public peer to peer forum. Unfortunately since you didn't mark your post as a question, the VZW reps that roam this community won't ever see your post. Before you re-post it, don't. Duplicate posts get removed from the community.
I see there were several missteps both by the reps and yourself in your post. First you should have insisted on returning the phone within the 14 day return policy period. Second which Samsung Galaxy mini model did you purchase? The S3 mini or the S4 mini? Did you do any research prior to deciding on this device. The reps at that time deflected the easiest course of action, by trying to get you to replace the phone under insurance instead of returning the phone. The Early Edge payment option requires the current phone on the line using the early Edge must be returned to Verizon Wireless. Did you once considered going to a third party site like Swappa to purchase a gently used device for your daughter?

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!

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

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

Getting frustrated with customer service

I bought a Droid Eris when I renewed my contract at the end of last year. Since then I have had to return my phone because of defects and am now on my third one. This one is also causing serious problems when I am trying to text and answer calls (freezing, screen moving on its own, trackball not working). I took it back and said that I am sick of having to replace it with the same model and I wanted a different one because, quite frankly, I don't believe I have gotten what I paid for with all the defects and frustrations I've experienced. I need the features of the smartphone for one of my jobs, but I was told that I could only get a different model smartphone if I purchased a refurbished one at a "discounted" price, which didn't seem all that discounted to me at all. I was then offered again, a new Droid Eris with the 90 day warranty. Well, my luck, day 91 will come and then my phone will begin to malfunction before I can renew my contract in October. According to both the store rep and the customer service rep at the 800 number, I would just have to deal with it or, they asked "do you have a back up phone?" So, that's Verizon's quality care for their customers? "Welcome to Verizon Wireless, we hope you brought a backup." Verizon has really pushed me so far on this that I don't think I want to renew my contract. That is the part that gets me. If my phone DOES screw up and I have to deal with it until October which is the soonest I can renew my contract that is up in February. Well, if I don't want to renew because of the lack of professional service, I will not have to "deal" till October, but until February or suffer the the expensive contract termination fee. I would even take a refurbished smartphone, other than the Eris, if they didn't charge me an obscene amount for it. I am extremely disappointed in Verizion. My cousin, who was eligible for a new phone once, had a problem with her phone but just wanted it fixed. Without question, she was upgraded free of charge to a better phone...and she didn't have a warranty, she didn't need to pay anything, she hadn't had to return a product several times that was known to be defective...they just gave it to her. I don't understand why, when I clearly have grounds to be upset, they refuse to accommodate me with just another model phone. Is there ANYONE else from Verizon I can contact who would be willing to work with me on this? Anyone here have a similar problem? I don't want to sound like a complainer but I've never had such a problem like this before and its completely aggrivating, especially when I have a project for a job that requires constant communication and they refuse to guarantee me a phone that will actually work.

Oh, I so feel your pain! I have even gone as far as writing to the corporate office a month ago and have not heard anything back. I am trying to email them again but now it is a bad the emails are being returned. Not thinking' they care about the old customers because of all the new customers coming from AT&T.
Can someone please post an email address for NE Area corporate! Please!

Issues with: Customer Service, Promotions, Not receiving emails.

I am not sure what thread to post this in. I have called verizon to try and get some resolution but that did not work out. A couple of days ago I called to ask when I would receive my visa gift card promised to me when I signed my two year agreement contract (Sept. 2012). The first rep I spoke to, Crystal, said I did not have any promotions offered to me because I had a month to month to contract. I told her, I had a 2 year contract because that is why I was offered the promotions (a choice between a $300 gift card or multi dvr for my whole house). She told me I was very mistaken, it was a month to month, and I was only calling to lie, tell her whatever I want and get a $100 gift card. I asked repeatedly to speak to someone else but she would not transfer me. Finally, after arguing with me, laughing at me, being extremely rude and telling me I was completely wrong, she put me on hold for over 15 minutes. I hung up, called back and spoke to Pam. I told Pam, yes, I want my gift card I was promised, but why would Verizon put me on a month to month without my consent? If I knew I was on a month to month I would have canceled a long time ago. She got me over to a supervisor named Mable. Mable, after arguing with me also, somehow realized I was right. After 2 hours of this finally someone didn't accuse me of lying. But then says that I don't qualify anyway because I didn't pay my bill on time. I told her I did, but maybe they have it wrong because I changed the date my bill was due. On top of the fact that they said they had emailed me things to explain my bill, plan, etc but I never received them. I asked her why the rules weren't explained over the phone and she says its because it was sent in an email. I told her, I have every single email I received from Verizon (I archive bills and such) and I never received one explaining my bill or the rules of the promotion. She told me that it basically was not her problem and there was nothing she could do. So after 2-3 hours of being told I was lying for $100, being laughed at, being yelled at, being put on hold, there was nothing they could do. After a year of paying them my hard earned money thinking I had done my part, there was nothing they could do. This was all done in such good faith. I just wanted to understand why I didn't receive my gift card, and now I am being told its because I chose to not read an email I NEVER RECEIVED. I am not a dishonest person, I did not deserve to get spoken to that way. And it is not my fault verizon has messed up notes and incorrect information. That incorrect information could include an incorrect email address because the only time I received emails from them was when I went to paperless billing. I am very frustrated. And saddened by the amount of disrespect I was treated with. I expected more from verizon, but all they did was trick me into getting their services, not stand by their word, not give the information I needed, and then allowed their customer service reps to talk down to me and say whatever they want. I am very frustrated and feel they should at least have handled the situation better. It is not fair that because of their mistake I didn't receive what I was promised. And what I had to go through over the phone with them is not right. Something needs to be done about this.

Your issue has been escalated to a Verizon agent. Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions. Please keep all correspondence regarding your issue in the private support portal.
If a forum member gives an answer you like, give them the Kudos they deserve. If a member gives you the answer to your question, mark the answer that solved your issue as the accepted solution.

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.

Is there an online chat with customer service.

is there an online chat with customer service on the verizon site.

This does NOT work! It only gives you so-called information but does NOT connect you to a service rep/live operator/whatever you want to call it! I was "lucky" enough to somehow get connect with someone and then got disconnected just as it looked like we were getting somewhere. I've been trying for the last 15 minutes or so to get reconnected, with absolutely no luck. I can't call in for help since I need to be pressing buttons on my phone as I get info from the tech support person. Here is the transcript of our "conversation:"
>> chat transcript removed to comply with the Verizon Wireless Terms of Service <<
It was at this point that we got disconnected! This site is worthless, as is the advice I've gotten every time I've ever had to get help at the Verizon stores.
Message was edited by: Verizon Moderator

Two customer service reps cannot be wrong? or can they!!!

I ordered triple play last year as i was getting a better price if I included the TV, I never connected the DVR or TV service as I like my DirecTV NFL package.
After one year, I noticed that Verizon was charging me 20 dollars for the DVR so I called the customer service and asked If I can just downgrade my service to double play, I was told yes and that price will go down by 25 dollars to around 63 dollars a month.
I returned my equipment to the local Verizon store, after a week I started getting voice mail messages during day time to my home number that my TV service will get cancelled if I do not call them back, no extension number was provided.
I called the general customer service number and they said they understand I want to cancel my TV service due to cost of DVR.
I asked to confirm what my cost will be for double play from now, I was clearly told 63 dollars and some cents.
One week later I get a bill for more than 100 dollars????
I have put an order with comcast to provide me services starting next billing cycle, should not be hard to port my number.
I do not beleive I am upset just because I was charged more but more importantly about being lied to by two of your customer service reps. Is this a coincidence or is it a culture in your company ???

It looks like your issue may require a Verizon representative to review your account details. Please contact our customer service team via live chat or email at: http://www.verizon.com/contactus
Choose “Live Chat.”
If a chat agent is available to assist you, the chat link will become live after the page is fully loaded.

Horrible Issues With Customer Service

I have never in my life received such horrible customer service from a company. I swear that in order to rectify the screw-ups of my order for my move, I had to call the customer service line NO LESS than 10 separate times, if not more, with a total of at least 9 hours on the phone (more likely 12), quite a bit of it on hold, and most often not during peak hours.
I had originally wanted my residential triple play service transferred, but was told I could only cancel instead of transfer. After I was on the phone for an hour discussing the options, I was told that my bill would be $10 less per month than I currently have ($140 instead of $150). I agreed to it, and was sent a receipt stating that I would be paying $175 a month, which was not what I was told, so I had to call in again, speak to another rep for an hour again, so I could get the same rate as I previously had.
Later, I wasn't told that I had to turn all my old equipment in; I thought I would just take it with me. I received an automated email stating I would have to return all equipment otherwise I would be charged for holding onto it. In order to clarify the situation, I had to call in again, and was on hold for ANOTHER hour, and was told nope, had to turn it in, unless I wanted another needlessly complicated situation by the rep. And I was told I HAD to ship it in. I later figured out on my own that I could go to a location to turn in the equipment.
I had originally wanted the service turned on the weekend of June 7, but was told they could not do weekends, so I scheduled for the 9th. I called back later, still over 2 weeks out, changing it to the 6th, but was informed that the original rep had lied to me and said I could do it on the weekend. So I scheduled that. I got a call back later from another rep saying that it could NOT be done on the weekend, so I changed it again to the 6th this time. Again, all these calls were at least a half hour to an hour each.
I found out later that the last customer service rep I spoke with didn't annotate that even though I was cancelling the TRIPLE PLAY package, that the phone was to be cancelled at the same time as the internet and tv. So, one day before I move and the my service is shut down, do I get a call from customer service saying that Whoops! Even though the installation was Friday, and it was currently Thursday evening (the 5th of June), because they had in their notes that the phone cancellation was on Saturday (Again, not what was confirmed with the last rep - they were all to be cancelled together), that they hadn't sent out the package with the required equipment. I was justifiably furious. I asked them to overnight ship it, and they stated they would. That did not happen.
I came home from work on Friday evening at 7pm, and did not see the shipment. I checked the tracking link, and it said it wasn't even shipped. I had to call in yet again to ask the status, only to find *whoops* It hadn't shipped. Thankfully, this was the first rep who actually followed through on what they said to me, and felt terrible about my situation (as I had, at the time, been on the phone for a combined minimum of 6 hours) and he gave me $20 off each month for a year. I felt much better that I was actually taken seriously and that perhaps the issues might be over as soon as I got the equipment.
I finally did get it Monday afternoon and was able to set it up by Wednesday due to some issues with power at the house. After that, I kept having DVR box problems, and was again on the phone for another two hours in 2 days (at midnight, no less!) and it turns out, I had to bring in the DVR to trade it in, because I sure as heckfire was not going to wait another 3 days minimum to get a new one shipped out to me. Once it was replaced, everything seemed fine.
Now, I'm having troubles paying my bill online. Yesterday I spent my entire lunch hour on the phone with a representative who didn't understand my request, and so we went in circles, where he treated me like I was a **bleep**, as if I didn't know how to log in to the site. I just want to pay my bill online, but my username is still linked to my old account and hasn't been transferred to my new account. I prefer paying my bills online, and I am unable to do so, because of the inability of customer service to transfer my old account online to my current one. The representative basically said he'd talk to the web team, but reading between the lines he gave me no guarantee that this would get transferred over. I have never in my life had such a difficult time with a service. I do realize that I have had some compensation for the time that I have had to take out of my life trying to get all of these issues fixed, but, in the end, this much effort on my part for this transition is completely unacceptable.

This has not occurred. I was sent an email this morning stating that my account was fixed, and for my inconvenience I got a free On Demand movie (which I don't care about). I want to pay my bill online, but it's still set up with the old account. If this does not get remedied by today, I will be bringing the entire situation up to the regional president. This is completely unacceptable.

Possible to meet with Customer Service Rep, rather than call?

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