Re: BAD Delivery, Customer Service, Appliances

I have been a Best Buy customer for over 10 years. I purchase everything there, from IPod, Laptops, cell phones, home appliances and TVs
My last two previous orders have been a bad experience with the delivery and they were big orders.
Order #{removed per forum guidelines}and {removed per forum guidelines}
My last purchased was a Samsung washer and dryer on April 14 worth 4000.
They were supposed to deliver on Saturday 4/18. the driver called me at 11:20 a.m. to tell me he was going to be there in 30 minutes.
the guy never showed up nor called.
when I called back the driver 2 hours later wondering why he didn't show up. the assistant answer the phone and said guy had a personal emergency. I waited for another two more hours and called best buy to see when my machines were arriving. Best Buy delivery didn't know anything about the driver having any emergencies. they never notify me and I was sitting home waiting when I could have been doing my errands.
The delivery company hired didn't even know what was going on and that I was not going to get my machines that day.
When I called again they said that they were going to try to have someone delivery Saturday.
After that they said that the delivery was not going to happen until Monday ... more days waiting
On Monday they did a delivery where it was incomplete.
they couldn't connect the machine and left all the screws in where they needed to have assembled it.
they said that I needed a dual kit which I had purchased and it was in the box and they didn't know.
They left the washer in the middle of my basement very unprofessional and disorganize.
They came back Friday 4/24 a week and a half of wait and when they arrived they were on a rush. connected the machine and didn't tested them. they didn't ever turn them on to see if they worked or were connected correctly or made sure they were leveled.
there were some screws they removed because I asked what they were if not they would have left them there and damaged the machines.
We treated them with respect and gave both drivers good tips.
they left and I turned the machine on to see how it worked. well they didn't tie the hose and water started coming out the washer machine. my basement got all flooded. To add to the issue the dryer had a weird noise in the motor.
I called the store and complained and they escalated the call and couldn't help.
They said they would send a tech why would I get a tech if is a new machine. I wanted a new machine and by Saturday. I was not going to wait anymore.
when I called the delivery company they called me a liar and said the machines were perfectly installed.
After that called the store back and spoke to the manager who did not care that an over the year customer got treated inappropriate. You are losing a 10 year loyal customer. I missed time from work and waited time on the phone calling the store, customer service and the delivery company. A store that does not care about their customers.
All I wanted was to get my new machines on Saturday
thank you very much
truly an very unsatisfied customer.

Hello daniel16-
Getting new appliances should be an exciting experience for you as they are quite an investment both of money and time. To have such a poor delivery experience is disappointing and I can certainly understand why you’d be disappointed with the entire situation!
While we do occasionally employee third party companies to complete deliveries and installations for our customers, they should be every bit as courteous and professional as our own Geek Squad personnel. I’m truly sorry both for the delays in your delivery as well as the fact that you had these issues with the installation after they left. Our third party partners are expected to look into reported concerns by customers, not simply deny them without any follow-up. In addition, neither our Geek Squad nor our third party vendors should expect or ask for tips for delivering your products.
It appears that you have already contacted us regarding returning your products and I apologize that this was the decision that was reached. I will absolutely be documenting your concerns for our corporate office as we are always reviewing our partnerships to see if we wish to continue utilizing their services. My hope is that at some point in the future, you may be able to put this unpleasant experience behind you and offer us the chance at your business again.
Thanks for connecting with us.
Sincerely,
Bill|Senior Social Media Specialist | Best Buy® Corporate
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BAD Delivery, Customer Service, Appliances

I don't like to complain when the messenger is not at fault (our salesman), but when I ordered a Samsung Stove and Microwave from the Melbourne, FL store, the stove was at another warehouse and will take a few days to deliver. Not a problem since the delivery was 10 day out, I figured they had enough time to get it in. 2 days before delivery, they called and left a message that the microwave box was damaged but the unit was not damaged. I figured that was okay if it worked and showed no signs of damage.
No call the day before, but got a call ON DELIVERY DAY from the salesman at the store that the stove was not available and Samsung is no longer selling that model. He offered me the floor model and if I could pick it up it would be installed (by me) today, with a $120 discount OR wait till next month for the replacement model from Samsung at no additional charge. Emphasizing the new model would be more money and have better features. Now I've already removed and prepared the kitchen for the new stove and microwave. I told him I would get back to him.
I called the wife and she definitely did not want the floor model. Then I started looking for the replacement (since the salesman did not know what the new model is) and other models that this store had in stock. We decided on a LG model that was priced a little higher but had the features we wanted that the Samsung had.
I called the salesman and he had to get with the manager. He called me back and said that the manager could to it for $100 more. I refused, and said that the inconveniences of setting a day aside and removing the old microwave and stove, you can make this small compromise and get me the LG stove. Again he had to ask the manager and call me back.
After a few minutes he called and said that the Manager would not go any lower on the LG and the Samsung floor model or $100 was my two options. I then said no, my other option is to cancel the order. So I went to the store and talked to the manager and get my refund.
Mike the manager (I believe that was his name) said he could not take a loss on the transaction and that what he was offering was the best he could do. So I asked him, what was the difference in an even swap for the LG and me waiting on the NEW SAMSUNG model that was more money? He could not answer that question. Then I stated, "You are going to lose a customer forever over $100?". He did not respond, so I said just refund my purchase.
Later that evening my wife and I went to a competitors store and purchased the LG model we wanted in 15 minutes and is being installed today. With only a $12 price difference from my original Samsung order.
Now this is the Pacific Kitchen and Home section of BBY. But it is still BBY to me, and I've looked up my purchases over the years at BBY and it comes out to over $100,000 since this store opened.
So a lesson in Customer Service is treat the Customer like family, because the never forget a bad CS experience and will disown you for life.
So BEST BUY, GOOD BUY or I meant to say GOOD BYE.

Hello JAF-LA,
While there are times that backordered appliances can cause unexpected delays to delivery dates, it’s truly regrettable to hear this was only discovered the day of arrival. I’m sure you were excited to have your new appliance delivered, and I apologize for any frustration this may have caused, especially when we couldn’t come to on an agreed upon resolution to help fix the situation.
It’s clear to me that you’ve invested a lot of time letting us know about your experience, and I cannot thank you enough. Feedback like yours is crucial as it enables us the opportunity to see where we need to better ourselves as a company. Please know that I’ve documented your concerns here at the corporate offices regarding your appliance delivery so that we may take full advantage of your feedback.
Although it is disappointing that this didn’t quite work, I’m glad to hear you were able to find what you were looking for, even if it wasn’t with us. We wish you nothing but the best.
Respectfully,
Alex|Social Media Specialist | Best Buy® Corporate
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Horrible delivery customer service

I ordered a washing machine 6/25/15 online. Had it set up to be delivered the following week. Received a phone call and email that we had to reschedule delivery. Ok, I understand that delays occur.
I called and set up delivery for 7/7/15. Was told I would receive confirmation of delivery window the day before. I finally received notice after 6 pm 7/6/15. I made arrangements to be home between 2 and 4 pm on 7/7/15 as per the stated delivery window.
THEN I received a phone call at 8:46 pm from Brandon, mind you the store closes at 9 pm. I was told that they have to change my delivery window to between 2 and 4pm. We attempted to change this and we were told that other deliveries were "forced".
We were placed on hold for well over 15 minutes. A woman kept answering and transferring back to delivery. We finally asked to speak with a manager at 8:58 but was told that "he was getting ready to leave". Umm, you are still open. This is completely unacceptable. When we finally got back on the phone with Brandon, because the manager NEVER answered, he didn't remember why we were even on hold. This was 5 minutes after we asked to speak with a manager.
We finally had him agree to deliver after 4 pm when we could be home from work. He said he would "try" to change the delivery to after 4 in the system but would leave the driver a note. When we voiced our frustration Brandon told us "sometimes things happen and they don't work out the way you want them to". Umm, wait a minute! We are paying customers and are only asking them to uphold their original delivery window as we already made arrangements with work.
We are hard pressed to ever purchase from this store or company again if we can't receive what we were promised.

The day of the delivery I again received a text stating my delivery was 9-11 am. I called the 888# and spoke with a really nice woman. She put me on hold for 20 minutes as she attempted to contact the store. This wasn't her fault. The store was not answering their phone so I had to wait. If I hung up and waited for a call back then she would have to go on to the next caller. I was informed "Joel" from the store would call me back as Brandon never changed the delivery time in the computer system and they were checking with the driver to see if the information was written on the delivery sheet. About 30 minutes later Joel called back and confirmed a 4:30-6:30 delivery time frame. There was no apology given for any misunderstanding. The delivery time arrived at 6:20 and they were very polite and effecient. They had everything all set up and ready to go in roughly 30 mintues. We did not hear them remove the old washer from the basement or bring the new one in. I'm happy with the delivery team. But I'm VERY dissatisfied with the customer service regarding the delivery set up. I've emailed the store mananger and have yet to received a response.

Linksys has bad RMA/Customer Services

We bought a batch full of Linksys Switches (8 port Gigabit switches) from our retail vendor. After 2 months of using them they were faulty. After several researches on the web, turns out the batch we got are known problems where the switches heats up and causes problem in the network.
Called our retail vendor and they say it is a product warranty and that we should call Linksys to arrange RMA.
We are arrange RMA for those batch of switches (12 of them in all) with Linksys. It's been almost a year now and we still haven't heard a follow up from them. We had called back every month (during that 1 year) and they said it was *still* processing.
Later, we find out that for the product replacement under warranty, we have to pay $60 CAD for EACH of those defective product! It is a manufacture warranty and why should we pay $60 per faulty switches?!?!
We called their RMA/Customer Service and to discuss this. Their said, the manufacture warranty has past 1 year. Uhm, EXCUSE ME?!?! We had used it for 2 months then the problem shows up. Took us 2 to 3 weeks find out the problem and arrange an RMA with Linksys directly. Linksys had been processing our RMA order for over 8 months!?!?
(Mod note: Edited for guideline compliance.)
Message Edited by iamgiantherockstar on 11-13-2009 10:30 AM

I have. I had trouble trying to validate my status as a teacher through the website and I managed to talk to customer services on 0800 3284536 (from the UK). I was given the run around for a whilde even after having talked to a manager, but on my fourth phone call I threatened Trading Standards and asked for the name of a manager as I intended to sue for having been sold some expensive discs which were useless without a serial number to validate them. Miraculously, the system managed to provide me with the required serial numbers within an hour. Thank you Adobe for delivering in the end - it was worth persevering. Michael

Bad Experience: Customer Service and Automated billing

I signed up for automated billing before my first bill was due on my u-verse and internet services. My online account and the automated telephone services said I was enrolled in auto pay so I assumed that meant my bill would be deducted as I had signed up for. Apparently automated billing can begin anytime and could take "up to 1-2 billing cycles". I signed up for automated billing so I wouldn't have to deal with late fees (we also have automated billing for our cell service through AT&T and have had for years) because we are extremely busy right now. Of course automated billing conveniently doesn't start now and AT&T informs me 10 days after my bill is due. I call Customer Service and the rep acts like I'm ignorant for not knowing that automated billing hasn't started yet and that there will be a late fee. What a nice reward for signing up for automatic bill pay. Most companies give incentives like a percentage off their bill and can figure out how to get the auto pay set up immediately. Not AT&T. They instead pull a "in the fine print" move and tag on a 9.00 late fee for missing your payment. Not happy and we have been loyal AT&T phone customers for years. Will be reconsidering TV and internet services now if this is the direction AT&T's customer service is headed.

Well, they did say it might not work until 1 or 2 bill cycles, so if it was me I'd check online for the bill.
Personally I signed up for autopay to my CC the day after I was installed, but due to being installed on the start of my biling cycle day, I didn't get a bill for 6 weeks. Even then everything got paid on autopay due to having 2 full cycles on my bill.
Might get some relief from ATT Customer Care, click the ATT Customer Care link in my signature below, send the PM, explain your autopay situation.
Include your name, account #, email address and a good phone # (land or cell) and time to contact you on.
Check the blue PM envelope, upper right on every page, for their reply. Good luck
Chris
Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? PM ATT Uverse Care (all service problems)
ATT Customer Care(billing and all other problems)
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more

Moderators just as bad as Customer 'Service'

I have been emailing a moderator trying to get my problem sorted out.
The problem is incredibly easy to put right, but BT are not interested.
My problem is the HUB2 wireless, that everybody knows is an issue.
When the wireless drops, I have to rest it from the socket, meaning my usual speed of 16meg is dropped to below 1meg due to frequent disconnections, making my broadband almost unusable, and my BT Vision totally unusable.
The problem is the Hub2, not my equipment, not my line, and not local interfearance.
The problem is that the Hub2 simply cant handle more than general surfing traffic (emails, google, wiki etc) being done.
As soon as I use my xbox, go to iplayer, you tube, bt speedtester for eample, the wireless will freeze.
This has happend on all 4 Hub2 replacements as well.
The solution?
To replace the Hub2 with any other brand of router, because I have never had a problem before, with netgear, thompson or sagem.
I have telephoned 'tech support' numerous times, and each time Im told to reset the hub and they will do a line test.... pathetically useless!!
I have been called a lier, I have been told I dont know what Im talking about and BT is not handing out equipment that doesnt work.
I have been told there have been no other problems with the Hub2, looking on this forum there obviously is.
I have also been told there are lots of problems with the Hub 2.
I emailed a mod. on here.
His reply?
Im lying, and BT arent going to do anything to help.
Im going to copy/paste the email below.
What a pathetically awful company BT is.
Below is a copy/paste of email between me and a moderator.....
------Marc------

The moderator has just telephoned me after reading this post.
He has sourced a hub3 and it has been put in the post, so I should receive it tomorrow.
Good job I have a week off work
It seems that the moderators can make things happen, and I have thanked Craig for his help, and appologised for being abit of a pain.
If only the rest of BT behaved like Craig has, then all the customers would be happy.
Meanmint, there is an exsisting problem with the Hub2, it is well reported, and numerous customers have reported the same problem with the replacement.
I can understand it is hard to understand if you have a hub2 that works for you, but I can assure there is no localised problem, and the problem is definately the Hub2 wireless.
Dont ask me why there is a problem, Im not a technician, however I do know there is a problem.
I can only assume it is down to the different way you and I use the internet.
It seems to affect people with heavy internet traffic, such as me.
When I am doing general surfing, like checking emails, posting here, etc, it works fine.
As soon as I go to iplayer, use xbox, speedtester etc, after a few minutes the wireless will fail to respond.
------Marc------

Such Poor Customer Service

I was seriously thinking about switching my service to Verizon's triple play. However, when it takes me 20 minutes on the telephone waiting for a representative to answer my questions and sign me up--at different times of the day, I wonder what it would be like if I was an existing customer looking for assistance-- what a 40 minute wait?? It's too bad that customer service/support is lacking because I've been told FIO/s is really nice. I'm from the world that believes that good customer service is far more important than a nice picture. What good is a nice picture if and when I need someone to assist me when there is no longer a nice picture-- there's nobody answering the phone. Too, too bad Verizon.

This is so true! We have been without phone service for almost a week. I scheduled repair on line, got a ticket, took the day off work, and verizon was a no show. No call (the ticket contained my cell number), nothing. After 45 minutes on hold, I was told they were coming the next day. They have still not fixed it after 2 online ticket times have been scheduled.
Our verizon dsl goes out all the time (for our neighborhood) and each time means at least 30 minutes on hold.

Kafkaesque Customer Service - Refusal to Escalate Complaint

Having been a skype customer for a decade, I am flabbergasted at how bad their customer service has become. It is simply kafkaesque. I had the temerity to change the billing card for my skype number - then some jobsworth decided to freeze my account. There followed a ludicrous verification proceedure (what month did you join skype, what was the credit card number you used ten years ago...). Having gone to some lengths to find this information, the jobsworth claimed I had failed the verification proceedure - but refused to tell me why! Apparently said jobsworth informed me that in spite of this number being rather important to me, the best solution was for me to close my account and open a new one and purchase a whole new number. So that in a few years' time, Skype can presumably lock me out of my account all over again. To add insult to injury, Mr jobsworth has refused my request to escalate this to a more senior member of the team, who presumably might have the capacity to see that my account should be unlocked. Or maybe not, consideirng they probably came up with the verification proceedure. I am now in contact with Ofcom about this as apparently the people working for skype don't seem to think their company should comply with UK company law. We're not even allowed to complain. Anyone else managed to resolve these ludicrously bad customer service issues? Is skype trying to lose customers? All I can find is other people experiencing the same thing, with comments promptly moved to other less conspicuous boards. I feel like screaming.

Did you bill it to the account?
If so, follow these steps:
"HOW AND WHEN CAN I DISPUTE CHARGES?
If you're a Postpay customer, you can dispute your bill within 180 days of receiving it, but unless otherwise provided by law or unless you're disputing charges because your wireless device was lost or stolen, you still have to pay all charges until the dispute is resolved. If you're a Prepaid customer, you can dispute a charge within 180 days of the date the disputed charge was incurred. YOU MAY CALL US TO DISPUTE CHARGES ON YOUR BILL OR ANY SERVICE(S) FOR WHICH YOU WERE BILLED, BUT IF YOU WISH TO PRESERVE YOUR RIGHT TO BRING AN ARBITRATION OR SMALL CLAIMS CASE REGARDING SUCH DISPUTE, YOU MUST WRITE TO US AT THE CUSTOMER SERVICE ADDRESS ON YOUR BILL, OR SEND US A COMPLETED NOTICE OF DISPUTE FORM (AVAILABLE AT VERIZONWIRELESS.COM), WITHIN THE 180–DAY PERIOD MENTIONED ABOVE. IF YOU DO NOT NOTIFY US IN WRITING OF SUCH DISPUTE WITHIN THE 180-DAY PERIOD, YOU WILL HAVE WAIVED YOUR RIGHT TO DISPUTE THE BILL OR SUCH SERVICE(S) AND TO BRING AN ARBITRATION OR SMALL CLAIMS CASE REGARDING ANY SUCH DISPUTE."
If not,
You should try calling customer service. Ask for the freud department.

Poor Customer Service and even worse delivery experience

I purchased a $2500 washer dryer (electric) set last week. Mine went out so I needed something quick. Went to best buy and purchased the 2nd most expensive set they had. Guy admitted he knew nothing about the products he was selling me because he was a Home theater guy but they didnt have any appliance specialists at the store. So I read online reviews and got another guy who claimed he knew something about them (he didn't). I made my purchase anyway and had to wait 6 days for delivery on an in stock item.
I got the phone call from the automated system my delivery would be between 11-3 today. At 9:00 AM they show up. No call or anything so I wasn''t exactly ready for them but was happy to get my appliances. I was then told since I didn't unhook the old set they would not install the new one (let me remind you its an ELECTRIC Dryer) and a washer. I purchased all the goodies that was required (over $200 in cords, vents, stack pc, etc from best buy) and got the in home delivery and installation and haul away.... also I am a Best Buy ElitePLUS member so I get that for free anyway.
After pressing the delivery guys they then said OK but we also wont install it because it looks to be a "hard install" and its a tight space so its not easy for them to intall and they were worried about hitting my wall. I said I didn't care they could hit the wall if it was an accident I understood. They said its not up to me and they wanted to leave the washer and dryer outside for me to deal with. Its -30 degrees in Minneapolis today I told them it couldn;t be left outside. I had to remove my car from my garage to have them put it there so they could "move on to their next delivery" they were on a "Very tight timeframe".
I called best buy customer care. I was told to call back tomorrow they cant help me today because my delivery is "in transit".
Thanks for nothing Best buy. I understand its only $2500 and you make $50billion. Wish Dick Schultz was still in charge he understood good customer service.
Best Buy, If you care please call me or email me.
A dissapointed customer,
Kyle J. Minneapolis, MN
Solved!
Go to Solution.

Hi gotwins1985,
I of course can understand your disappointment, and with how brutally cold it has been around here lately I can see why having them left outside would be more than upsetting. It is correct that we do sometimes use other delivery companies to deliver out appliances for us, but this is not always the case.
I did look at your receipt. I show you did pay us for home delivery, but do not see you paid us for appliance installation. Our delivery service does include basic hookup of the new appliances, but would not include disconnecting any old appliances. Home delivery would also not provide for installation services.
If this delivery team did not feel basic hook up of the new appliances was all that would be required, they should have advised you appliance installation services would need to be purchased. With that said, it sounds like they re-evaluated the situation, and have now hooked up the washer and dryer. If you have any specific requests for me just post back to this thread.
Thanks for posting,
Allan|Senior Social Media Specialist | Best Buy® Corporate
Private Message

Bad experience with Verizon Fios Internet and Customer Service

I had an extremely bad experience with Verizon Fios Internet service and I will never use Verizon again.
In August 2014, I called and installed the Verizon Fios Internet and phone bundle. I asked the customer agent several times if I will be charged anything before the installation of the Internet and phone service. She said, 'No, we will only start charging after the Internet and phone are installed at your apartment'. I went to the store and picked up the router and phone and installed it at home by myself. The router did not work. I called Tech support and they said it will take several days for another available agent to come and look into the issue. I decided to discontinue the service and closed the account that same night.
At the end of the month, I received a bill of $80 of activation fee for the internet service. Nothing was ever activated, my internet router did not work, and I got charged an activation fee for a service that I did not even start using. From August to December, I called customer service over 10 times and some of them said they will waive it while the others said it's a non-refundable activation fee. One lady said, 'Ma'am, the activation fee starts when you placed the order, the warehouse received it and packed the router in the boxes....' Isn't that ridiculous? If that's the case, please ask all your customer representative to say a clause before new customers open their account: Are you aware that you will be charged a non-refundable activation fee once you open the account regardless of whether or not you use the service or not.
So after 3 months (November 2014), I decided to get out of all these troubles and paid off my $80 activation fee. They put the bill in the collection agency and I called them and paid the overdue balance. Then in December 2014, I received a statement saying I have a $3.11 overdue balance. The collection agency told me that they will charge me for the whole activation fee and a $3 transaction fee for the transaction. So now Verizon came back and said I owed them the $3 because I paid the collection agency their transaction fee.
I am very disappointed and furious about the whole Verizon operating system. Charging a customer for an activation fee for a service s/he has not consumed or used does not make any business sense. In addition, they do not know how to coordinate with the collection agency on overdue bills. Give the customer a heads-up that they will be charged a transaction fee on top of the overdue balance, and that transaction fee does not count towards clearing the balance.
I have completely lost my confidence in Verizon albeit the many good feedback from my friends.

Hi crystallau52,
Sorry you are having difficulty. An agent with access to your account will reach out to you directly by email, private message in the Forums and/or the billing telephone number on your Verizon account for more information or to help you resolve your issue.

Customer service and computer have gone from bad to totally unbelievable

I have a friend who was not computer savvy and asked for my help in purchasing a computer before going on vacation. I have been a best buy customer for a very long time,I would say my house was a best buy house.After the experience that she has endured and continues to deal with,I'm sorry that I took her to best buy.I private messaged Karina on the 12th so as not to make a fuss if I could get help privately but did not receive a response.The saga of customer service and her non-functioning computer from two stores in town has gone from bad to totally unbelievable.I used to work customer service and if I had treated my customers in the manner she has received I would have been looking for a job.She was accused of stealing money or the computer she paid for, she has been lied to, delayed from her vacation, had her extended warranty cancelled,numerous other things and is still dealing with a computer that is not functioning properly. I'm trying to help her and this has become harder and harder to do.I would appreciate some help as we have asked to speak to a district manager and that seems to be an impossibility.

Hi deafdragon,
It sounds like your friend is going through a complete and utter nightmare of a situation, so it’s very nice of you to be reaching out to us on her behalf. Trying to receive service on a broken computer should never be this difficult, and it’s especially concerning to hear of the serious allegations we’ve reportedly made against her while requesting assistance. As I’d hate for this to cause you both further aggravation, I’d really appreciate the opportunity to see how I may help.
Due to our Privacy Policy though, I’m unable to discuss the details of your friend’s case with you. Please have your friend create a forum account using her email address we may have on file with her Best Buy account. From there, please tell her to send me a private message with her full name, contact information, and any information she wishes me to know so that I may see what options we may have available for her.
Respectfully,
Alex|Social Media Specialist | Best Buy® Corporate
Private Message

Pandora Doesn't Work on Droid X2-Bad Customer Service from Verizon

This probably isn't news for most Droid X2 users, but my husband can't get Pandora to work on his newly purchased Droid X2. What's really frustrating is that we went to our local Verizon store to pick out a phone for my husband because he wanted to listen to Pandora at work & neither one of us was at all familiar with android phones. We told the salesman that we were newbies & asked his advice on which phone to get. This guy(Fred) assured us that he was a pro & he listened to Pandora all the time on his Verizon phone. He specifically recommended that we get the Droid X2 for listening to Pandora. Unfortunately we did as he suggested & signed on. It took my husband way more than the allotted 14 days to familiarize himself with using the Droid, let alone Pandora. By the time he felt comfortable using Pandora on his phone at home (using the WiFi), it was past the 14 day trial period. That was when he discovered that Pandora wasn't working right on his phone without the WiFi. Naturally he assumed he was doing something wrong. Then we checked into the problem online & discovered that the Droid X2 was infamous for not working with Pandora.
We went back to our salesman,Fred, & asked him for help in getting Pandora to work. This went on for a few weeks and eventually he admitted that in fact Pandora doesn't work on the phone he recommended to us for just that use. We assumed that he would help us in upgrading to a phone that would work since he was the one led us astray. That was when he went into standard Verizon mode & told us that our 14 days were up & there was nothing he could - or would- do to help us. So we contacted Verizon directly & were told the same thing.
Is this kind of bad customer service typical of Verizon? I don't understand what the big deal was about not helping us to fix our salesman's mistake. If we'd made this mistake on our own, I could see Verizon telling us that we were stuck. But we told them we were newbies & asked for their help.
I'm really disappointed because I bought this phone for my husband so he could enjoy Pandora at work. And now he's stuck with 2 years of making do with other services & hoping that maybe Pandora will help him out. Does anybody have any suggestions as to anything we can do to make this sorry situation work? Thanks.

Milkring wrote:
This probably isn't news for most Droid X2 users, but my husband can't get Pandora to work on his newly purchased Droid X2. What's really frustrating is that we went to our local Verizon store to pick out a phone for my husband because he wanted to listen to Pandora at work & neither one of us was at all familiar with android phones. We told the salesman that we were newbies & asked his advice on which phone to get. This guy(Fred) assured us that he was a pro & he listened to Pandora all the time on his Verizon phone. He specifically recommended that we get the Droid X2 for listening to Pandora. Unfortunately we did as he suggested & signed on. It took my husband way more than the allotted 14 days to familiarize himself with using the Droid, let alone Pandora. By the time he felt comfortable using Pandora on his phone at home (using the WiFi), it was past the 14 day trial period. That was when he discovered that Pandora wasn't working right on his phone without the WiFi. Naturally he assumed he was doing something wrong. Then we checked into the problem online & discovered that the Droid X2 was infamous for not working with Pandora.
We went back to our salesman,Fred, & asked him for help in getting Pandora to work. This went on for a few weeks and eventually he admitted that in fact Pandora doesn't work on the phone he recommended to us for just that use. We assumed that he would help us in upgrading to a phone that would work since he was the one led us astray. That was when he went into standard Verizon mode & told us that our 14 days were up & there was nothing he could - or would- do to help us. So we contacted Verizon directly & were told the same thing.
Is this kind of bad customer service typical of Verizon? I don't understand what the big deal was about not helping us to fix our salesman's mistake. If we'd made this mistake on our own, I could see Verizon telling us that we were stuck. But we told them we were newbies & asked for their help.
I'm really disappointed because I bought this phone for my husband so he could enjoy Pandora at work. And now he's stuck with 2 years of making do with other services & hoping that maybe Pandora will help him out. Does anybody have any suggestions as to anything we can do to make this sorry situation work? Thanks.
From the Pandora website located here
Note: We do not support Pandora on rooted or unlocked phones, unofficial OS releases, or custom ROMs.
Trouble Streaming Pandora on Android
If you're having issues using Pandora on Android, try the following steps:
1. Uninstall the app: From the home screen, press the menu key and select Settings then Applications. Select Manage Applications. Scroll down and select Pandora. Then Uninstall.
2. Power down the phone and pull the battery out. Put the battery back in and turn the phone on.
3. Reinstall: Go to the Android Market and search for Pandora.
4. Clear data for Pandora: Press the menu key and select Settings then Applications. Next select Manage Applications. On that page select Clear data.
5. Switching from High Quality audio to Normal Quality audio. From the Now Playing screen, press the phone's menu button and select Preferences. Change the Cell Network Audio Quality to Normal instead of High.

Very bad customer service!

I am a photographer and in June 2013 I decided to join the newly launched Creative Cloud single application subscription program for Photoshop CC.
At the same time I purchased a Lightroom standard license (Lightroom was not available on the Creative Cloud at that time).
The monthly price for Photoshop CC with a one year commitment was 24,59 Eur for Europe (I live in Czech Republic). I didn’t quite understand how that translates from the 19,99 USD of the US subscription, but fair enough Adobe is not a charity and they have the right to decide to charge what they want for their products. Plus the subscription prices were clearly showed on their website, so I decided to join anyway.
Honestly I was very happy both with Photoshop and Lightroom and I think they are two fantastic pieces of software so I didn’t mind the price I paid for them.
Then a few months after I get a call from my bank saying that my card has been blocked because it might have been compromised following some online payments I made. And after a little research I find out that (citing the Adobe website) “Very recently, Adobe’s security team discovered sophisticated attacks on our network, involving the illegal access of customer information as well as source code for numerous Adobe products. We believe these attacks may be related.
Our investigation currently indicates that the attackers accessed Adobe customer IDs and encrypted passwords on our systems. We also believe the attackers removed from our systems certain information relating to 2.9 million Adobe customers, including customer names, encrypted credit or debit card numbers, expiration dates, and other information relating to customer orders.
Great, now I am for two weeks without card while my bank gets me a new one (they are not that fast in Czech Republic).
Fortunately I also read online that (citing the Adobe website) ”Adobe is also offering customers, whose credit or debit card information was involved, the option of enrolling in a one-year complimentary credit monitoring membership where available.”.
Honestly I misunderstood that as a one year complimentary Creative Cloud membership and I thought that was very nice of Adobe, they didn’t have to do it, and to me it showed an effort to say “we are sorry” and to try to retain their customers’ trust.
Some time passes and I am obviously still getting charged monthly for my subscription.
So I contact Adobe through the online chat…..turns out that I am not eligible for the one year complimentary subscription (none of the agents actually explained to me that I had misunderstood the offer) but after a bit of complaining and waiting online I get offered a one month complimentary subscription!?!?!.
You can make up your own mind on how to interpret that but to me that meant that Adobe recognized their responsibility but tried everything possible to get rid of me with the minimum possible.
The guy on the chat however said that if I am not satisfied I can ask him to escalate.
I do so and he tells me that I will be contacted within 2-3 business days.
A week after I have not been contacted yet, so I call the support again and I am told that they are very sorry for not getting back to me and I will be (again) contacted within 2-3 business days.
TWO weeks after that chat I finally get a mail from Adobe, which is now offering me 2 months complimentary subscription.
I realize I better take what they give me so I reluctantly accept.
Not even a week after that, I realized that Adobe launched a new Photoshop Photography program where they give the Photoshop CC license + Lightroom 5 for 9.99 USD or 12.29 Eur with a yearly commitment. This is half what I pay now, not even considering the one off Lightroom 5 license that I already paid (129.15 Eur). The special offer expires on the 2nd December (less than a week from now at the time of writing this).
The good news is that existing CC subscribers can ask to transfer to this program for free.
So I contact the Adobe support again and they happily confirm that I can switch to the new program.
BUT I would lose the 2 free months as they cannot be transferred to the new program because it is already discounted.
I spend a good deal of effort explaining that the 2 free months are not a discount but are a compensation for me being without card for 2 weeks so I should be able to retain them, but the support person on the other side of the chat just politely dismisses every argument.
I understand that Adobe did not have to allow existing subscriptions to transfer to the new offer for free, I purchased a service and then a few months after the price went down, fair enough this happens.
If the price went up on the other end I would have still kept my original price.
However what infuriates me is that since any existing subscriber can join the cheaper offer, Adobe has actually penalized me in front of all the other customers and the reason why they have penalized me is that my data have been compromised on their servers.
You draw your own conclusions but to me this is very bad customer service.

This is the transcript of the conversation I had with your colleague over the support chat, then unfortunately my connection dropped and I lost him:
Saka: Hi Francesco.
Francesco: Hello
Saka: I have received your initial question. I'll be glad to check and help you with this.
Francesco: thank you
Saka: Sorry for the wait. Please do stay online.
Francesco: ok
Saka: Francesco, I have checked and see that we have issued 2 months free for the subscription Nov 21, 2013. Your next billing date is on 27.2.2014.
Francesco: but I have already been billed on 02.12
Saka: I'll be right with you.
Saka: Are you referring to Clenství ve službe Creative Cloud s jednou aplikací pro Photoshop (rocní) or Program na úpravu fotografií Photoshop (Pro vlastníky licence k produktu CS3 a novejší)?
Francesco: the first one should have been canceled, the second one has been activated
Francesco: with the 2 months free of charge added to it
Saka: Yes, the first subscription has been cancelled.
Francesco: I have been bulled only 12.29 Eur so it is for the second subscription
Francesco: the first one was 24.99 Eur I think
Saka: Yes, you have been charged € 12,29 for the new order Program na úpravu fotografií Photoshop (Pro vlastníky licence k produktu CS3 a novejší).
Saka: You can continue using the subscription without any issues.
Francesco: so where are the 2 months free of charge?
Saka: We have provided 2 months for your Clenství ve službe Creative Cloud s jednou aplikací pro Photoshop (rocní).
Francesco: those have been transferred on the Program na úpravu fotografií Photoshop (Pro vlastníky licence k produktu CS3 a novejší)
Francesco: as confirmed by your colleague and by the mail I received
Francesco: This is the mail confirmation
Francesco: Užívejte si našich služeb o něco déle Bezplatně jsme prodloužili vaše předplatné produktu Program na úpravu fotografií Photoshop (Pro vlastníky licence k produktu CS3 a novější) o několik dalších dnů (62). Nové datum pro obnovu předplatného je nyní 26-únor-2014 (PT). Děkujeme, že jste si předplatili náš produkt! Tým služby Creative Cloud
Francesco: Which confirms that the next billing date for Program na úpravu fotografií Photoshop (Pro vlastníky licence k produktu CS3 a novější) is 26/2/2014
Saka: Francesco, we have provided 2 months free only if you are willing to continue subscription till the commitment date. The order gets cancelled since you have purchased for Program na úpravu fotografií Photoshop (Pro vlastníky licence k produktu CS3 a novejší) at lower rate.

I am sick of the bad customer service

I called to set up new service. I had to use my grandson's phone (personal cell phone) who happens to work for AT&T, and these people refused to help me. He was in the other rooom doing school work while I was on the phone with the company to try and set up service. They are not very helpful when it comes to trying to set up a new account. You try to bring your number from another carrier, they transfer you, and you get transferred to another department after you give them your SSN and then it makes you feel as if your information has been stolen.

If I have to keep putting up with bad service with phone service, then I will not stay with who I am with, and I will not try using AT&T service. It seems as if when I have to use my grandson's my personal phone I could get him in trouble when I have to get ugly with these people for not listening to me, and then they decide to talk over you when you are talking, and I am not happy because it is bad customer service. Someone needs to do something about the employees. My grandson has told me that if I have to start writing down employee names and ID numbers and start reporting them, because it seems like this company does not take the concerns of the customers to the caring level, and when you are a new customer, they don't want to help you.

Is the customer service really that bad? (possible future customer)

I'm currently with Brighthouse and I'm looking to switch to a bundle of cable/internet/phone. Not just here but all across the internet I've read about Verizon's horrible and unprofessional customer service. Is it bad enough where I should reconsider switching over? I have Verizon Wireless for my cell phone and haven't had too many issues with them. If the CS is that bad, does the equipment and internet speed make up for it?
If it is that bad I would appreciate someone letting me know and saving me the money and hassle.
Thanks for your help.
Solved!
Go to Solution.

only when you need to talk to someone.

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