Re: Terrible customer service - Cancelling subscri...

Seriously, Skype has the worst customer service. Can you believe that a company in the phone business does not even have a customer support phone number you can call!
Here's a little background on my story:
Someone hacked my skype account, made a series of international phone calls, and then transfered money from my Paypal account (through skype..I had already linked up my account). Skype looked into the matter, agreed with me, and said they would refund me the amount that had been taken from my Paypal account. That sounds fair.
Two weeks later and this has not happened, so I contacted Skype customer support. No phone number to call. I decide to use their online chat service. I chatted with one customer service rep for a half an hour, with her repeatedly telling me that they had already sent the money back to my paypal account, but offering no proof, way for me to verify, or transaction ID or anything. I checked my despute page through my paypal account, which indicated that their dispute team had emailed Skype several times about the matter. I asked her what had been said in those emails, and she said she had no idea.
I asked to speak to a supervisor. She told me that was not possible. I asked again and she agreed to find one. She found one, but unfortunately this supervisor could not figure out how to chat with me, and the original one told me for a half hour straight that her supervisor was having technical difficulties. Customer support cannot figure out how to chat with its clients??? Give me a break! When the supervisor did finally arrive in my chat window, she could not see any of my messages, assumed I was not there, and closed the chat window.
Skype customer service is horrendous!

Thank you for bringing this to our attention.
Based on the feedback I can see that this case was not handled properly and I sincerely apologize for it.
I have forwarded this case to appropriate department and you will be contacted today or early tomorrow morning with a solution.
Andre
If answer was helpful please mark it with Kudos and if issue is resolved mark it with solution. This will help other users find this answer more easily. Thanks in advance!

Similar Messages

Contract mis-sold. Terrible customer service from a supervisor-no clear way to make a complaint

After being a good customer for a year and a Verizon Wireless customer for 5 years, numerous issues with Verizon Fios have surfaced.
1) Representative totally mis-informed about the contract
When I took out a contract with Verizon FIos a year ago, I had not wanted to have a contract because they only option available was for 2 years and I knew that the lease for my apartment was only for 1 year and in all likliehood I would be moving. I was told by the representative that there would be no problem if I took out a 2 year contract because I could simply transfer the existing contract to wherever I moved with no issue.
Fastforward a year and I'm moving, call Verizon to make the transfer and i"m told, that actually i'm effectively cancelling my existing contract and re-starting as a new customer. This means that my bundle has gone up $10 a month and I would have to start another 2 year contract.This completely contradicts what I was told a year ago. I would never have taken out the 2 year contract if I had known this.
2) Terrible customer service from someone who is a supervisor
This morning I spoke to a representative and after she said she couldnt address my concerns about being mis-sold the contract, I asked to speak with a supervisor. How he handled the call was incredibly unhelpful and rude - I dont understand how someone at a supervisor level can have that kind of attitude. First he tried to indicate that it was my fault for not being clear with the representative last year (before he knew the full facts), he did not take show any recognition that being mis-informed about a contract is a significant issue. When I asked him how to make a complaint he told me to go to verizon.com/contact. I did this while I was on the phone with him and told him that there was no clear way to make a complaint, I was told "I am a supervisor, I cant sit here on the phone with you and take you through it step by step" - I was not asking for step by step help, I assumed that as a supervisor he would know which wa the right section to click on. He then basically made it sound like I was an idiot and I was told that every other customer seems to find it intuitive (which judging by other comments on this forum about the contact piece of the site is not actually true).
3) Impossible to file an official complaint through normal channels
There is no email address to which you can send a complaint (according to the team on the phone). On the verizon.com/contact page, there is no option for making a complaint. When you type in a question about making a complaint nothing comes up. This seems ridiculous and makes it seem like Verizon is not interested in hearing customers feedback.

Hi customer11201,
Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and look at the top of the middle column 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. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.

ChatandVision – terrible customer service, PLEASE ...

ChatandVision – terrible customer service, PLEASE READ
I would like to share with community and SKYPE my not so recent chatandvision experience.
I have purchased Skype phone from chatandvision, which is basically link from skype shop but transaction handled by chatandvision and not Skype.
Purchase was done on 31st of January. On 18th of February I contacted chatandvision for tracking number as order did not arrive.
Despite clear writing on chatandvision site that orders shipped via trackable service this is reply I got:
Dear Alex,
Sorry to hear you have not received your package.
We can confirm that the order has been sent via Airmail Postage from Hong Kong on the 4 February so you should receive it soon. Airmail service distribution is similar to that of HK Post. This type of delivery service has no tracking number yet hope that any delay is minimal.
Normally, orders leaving Hong Kong, deliveries via Airmail Postage mail are generally 7 to 10 business days.
But please note that the delivery time may vary and can take a little longer subject to local customs. Sometimes it can take up to 14-21 working days for your package to reach your destination.
We thank you for your patience with this issue.
Sincerely,
Marcela
Customer Care Officer
After 2 more weeks and still no goods I contacted chatand vision again asking for refund, here is reply:
Dear Alex,
Thank you for your e-mail.
Regarding your concern, I’m afraid that it’s not possible to process a cancellation or refund at this stage, as your goods are now out of our hands. This matter has been escalated to our management and you will be updated via email regarding the situation.
If you still wish to cancel your order, please reject the item should delivery be attempted by our courier. Should you be unable to reject the item, please contact us again for further instructions on our RMA process.
Should you have any further queries please do not hesitate to contact us.
Sincerely,
Debbie
Customer Care Officer
March 18, Two more weeks another email to chat and vision, here is reply:
Dear Alex ,
We apologize that the item has not reached you as of now.
May I ask if you have checked with your neighbors or workmates? It may be that the item was accepted on your behalf. If not, do kindly allow a few days for the item to arrive. Delays are common usually caused by local customs and postal services of the receivers' country.
In any case, please do feedback and reply me anytime and thank you for your patience throughout.
Sincerely,
Debbie
Customer Care Officer
March 28th, after several emails to chat and vision here is reply:
Dear Alex,
We apologize for the inconvenience this may have caused on your end. I'd like to confirm though that we have now processed your refund.
Refunds typically take 2-5 business days to process from our end, depending on how you paid for your original order (we always credit back to the same credit card that you used for payment). Unfortunately it can sometimes take another 2-3 days for your bank to process the refund, so we advise that you allow 7 days for the funds to be seen in your account.
The good news though is that we’ll send you an email to confirm when the refund has been completed.
Please let me know if there is anything else I can do to help, and I hope that you will shop with us again in the future.
Sincerely,
Debbie
Customer Care Officer
April 4th(this is 2 month after purchase) here is email reply from chatandvision:
Dear Alex,
We are contacting you with regards to your refund.
We sincerely apologize for the inconveniences caused. Unfortunately, we can no longer process your refund as normal. We would need to confirm your active PayPal account/email in order to make a transfer instead of refund as the PayPal refund policy timeframe has expired.
Look forward to hear from you soon.
Sincerely,
Marcela
Customer Care Officer
April 10th, after contacting chatandvision again and sending my email and PayPal etc… here is reply:
Dear Alex,
Thank you for contacting us and your feedback. I have forwarded this case to our accounting department with priority. Rest assured that you shall be receiving your credit within the next couple of days. Once refunded it can up to 2-3 business days for the credit to appear on your account.
Once again, sincere apologies for the delay and thank you for your extended patience.
Sincerely,
Fatima
Customer Care Officer
April 30th, 3 month after purchase reply after asking about refund:
Dear Alex,
Our sincere apologies for the delay of your refund.
We would like to inform you that since the time frame for us to refund the order through PayPal has already expired, therefore we shall arrange for a transfer instead. In the light of this, please kindly confirm your active PayPal account and email address.
Looking forward for your reply.
Sincerely,
Jayden
Customer Care Officer
Its 9th of May, probably 15 emails to ChatandVision, tons of wasted time and about 100 euro, by now I have only one question how company like this can be a SKYPE preferred supplier?
With this service and attitude it’s surprising they are still in business, or perhaps they are in business because they just take your money and do not care afterwards.
Please BE AWARE when purchase from them

the webpage should be closed from google and microsoft.If skype is using that (offensive text removed) and not listening customers.....(offensive text removed)
Exactly the same situation with me......I "bought" the skype phone over the skype webpage....
Skype should be responsible also for partners..........
Viktor from Bern
alexap wrote:
ChatandVision – terrible customer service, PLEASE READ
I would like to share with community and SKYPE my not so recent chatandvision experience.
I have purchased Skype phone from chatandvision, which is basically link from skype shop but transaction handled by chatandvision and not Skype.
Purchase was done on 31st of January. On 18th of February I contacted chatandvision for tracking number as order did not arrive.
Despite clear writing on chatandvision site that orders shipped via trackable service this is reply I got:
Dear Alex,
Sorry to hear you have not received your package.
We can confirm that the order has been sent via Airmail Postage from Hong Kong on the 4 February so you should receive it soon. Airmail service distribution is similar to that of HK Post. This type of delivery service has no tracking number yet hope that any delay is minimal.
Normally, orders leaving Hong Kong, deliveries via Airmail Postage mail are generally 7 to 10 business days.
But please note that the delivery time may vary and can take a little longer subject to local customs. Sometimes it can take up to 14-21 working days for your package to reach your destination.
We thank you for your patience with this issue.
Sincerely,
Marcela
Customer Care Officer
After 2 more weeks and still no goods I contacted chatand vision again asking for refund, here is reply:
Dear Alex,
Thank you for your e-mail.
Regarding your concern, I’m afraid that it’s not possible to process a cancellation or refund at this stage, as your goods are now out of our hands. This matter has been escalated to our management and you will be updated via email regarding the situation.
If you still wish to cancel your order, please reject the item should delivery be attempted by our courier. Should you be unable to reject the item, please contact us again for further instructions on our RMA process.
Should you have any further queries please do not hesitate to contact us.
Sincerely,
Debbie
Customer Care Officer
March 18, Two more weeks another email to chat and vision, here is reply:
Dear Alex ,
We apologize that the item has not reached you as of now.
May I ask if you have checked with your neighbors or workmates? It may be that the item was accepted on your behalf. If not, do kindly allow a few days for the item to arrive. Delays are common usually caused by local customs and postal services of the receivers' country.
In any case, please do feedback and reply me anytime and thank you for your patience throughout.
Sincerely,
Debbie
Customer Care Officer
March 28th, after several emails to chat and vision here is reply:
Dear Alex,
We apologize for the inconvenience this may have caused on your end. I'd like to confirm though that we have now processed your refund.
Refunds typically take 2-5 business days to process from our end, depending on how you paid for your original order (we always credit back to the same credit card that you used for payment). Unfortunately it can sometimes take another 2-3 days for your bank to process the refund, so we advise that you allow 7 days for the funds to be seen in your account.
The good news though is that we’ll send you an email to confirm when the refund has been completed.
Please let me know if there is anything else I can do to help, and I hope that you will shop with us again in the future.
Sincerely,
Debbie
Customer Care Officer
April 4th(this is 2 month after purchase) here is email reply from chatandvision:
Dear Alex,
We are contacting you with regards to your refund.
We sincerely apologize for the inconveniences caused. Unfortunately, we can no longer process your refund as normal. We would need to confirm your active PayPal account/email in order to make a transfer instead of refund as the PayPal refund policy timeframe has expired.
Look forward to hear from you soon.
Sincerely,
Marcela
Customer Care Officer
April 10th, after contacting chatandvision again and sending my email and PayPal etc… here is reply:
Dear Alex,
Thank you for contacting us and your feedback. I have forwarded this case to our accounting department with priority. Rest assured that you shall be receiving your credit within the next couple of days. Once refunded it can up to 2-3 business days for the credit to appear on your account.
Once again, sincere apologies for the delay and thank you for your extended patience.
Sincerely,
Fatima
Customer Care Officer
April 30th, 3 month after purchase reply after asking about refund:
Dear Alex,
Our sincere apologies for the delay of your refund.
We would like to inform you that since the time frame for us to refund the order through PayPal has already expired, therefore we shall arrange for a transfer instead. In the light of this, please kindly confirm your active PayPal account and email address.
Looking forward for your reply.
Sincerely,
Jayden
Customer Care Officer
Its 9th of May, probably 15 emails to ChatandVision, tons of wasted time and about 100 euro, by now I have only one question how company like this can be a SKYPE preferred supplier?
With this service and attitude it’s surprising they are still in business, or perhaps they are in business because they just take your money and do not care afterwards.
Please BE AWARE when purchase from them

Fed up with the terrible customer service.

I'm so fed up with Verizon's terrible customer service. My DVR started going out last week. I figured that now would be a good time to get the new 500gb DVR that all of the new customers get to have. After several long calls with "customer service" they said that I could pick one up from the local store (which is a 30 minute drive). So after calling in the morning to make sure that the boxes were in stock, I went down there. They refused to give me the newer 500gb DVR, instead giving me a 120gb DVR.
When I got home, I called customer service again three more times. The third time, the customer service agent put in an order for a new DVR, promising me that I would receive the 500gb box. Guess which DVR they sent me? The 120gb DVR!
Again, I called customer service, got hung up on, called back again and was unable to speak to a supervisor. They also claim that they have no control over which DVR they can send. That's so ridiculous.
I've had it. I pay waaaaaay to much and have been a loyal customer for over 4 years. I don't even get the 25/25 internet speed that I'm paying for. As soon as my contract is up I'm switching to Time Warner or AT&T. I know their customer service is much better, and at least I'll be able to use a faster wireless router.
Good Bye Verizon. You're way too expensive for how you treat your customers.
Solved!
Go to Solution.

October 2011
Wanted to add another set top box for a 3rd TV. So I called customer service and had them send me one instead of going to the FiOS store which in my area, which uses 2 gallons of gas round trip. I asked for the newer black colored box which is lighter and uses less energy. 2 days later, the package shows up at my door and low and behold, they sent the old large box instead. Surprised? So I called the local FiOS store in Spring Valley, NY since I couldn't get through to customer service on the phone that morning (perhaps because it was the day before hurricane Irene struck the NY area) and was told to just bring it up there. I wound up spending FOUR HOURS in the store as I was told they couldn't switch it out because it wasn't plugged in and activated! They made calls to different departments in an effort to straighten this out, but to no avail. I wanted to take the box and smash it on the floor in front of them! Unless I miss my guest, ALL cable boxes are tracked by their serial #, so why was there a problem? Because of a colossal design FLAW in the Verizon FiOS computer system that requires you to plug in & activate a box BEFORE you exchange or return it. Have you ever heard of anything so stupid in your life? So I took the old box home, took apart that part of the wall unit, replaced the existing HD setop box with the wrong one they sent, activated it, put the wall unit back together, took the box I've had for 4 years back, got the new design one, bought it home, installed it, and low and behold, THERE'S NO CLOCK DISPLAY! The excuse customer service is giving out for this one is that alleviation of the clock display makes the box use less energy. Just who does this company think they're BSing? I was in the digital clock biz back when digital displays first came out in the 1970's. These vacuum florescent types use barely any power at all to speak of compared to what the box consumes overall. They know the average consumer doesn't have the technical background I have to know better. Just another excuse so Verizon could save a buck or 2 on each box they buy from Motorola, As Porky Pig would say, "BADEE BADA BEDED THAT'S ALL FOLKS!"

Has anyone else had terrible customer service trying to replace a lost or stolen phone through Verizon?

Has anyone else had terrible customer service trying to replace a lost or stolen phone under their warranty plan? How did you get a resolution or replacement phone?

Hello dpetrie,
A lost or stolen phone is definitely not fun! If this is the case then I'm sure that we have an option available for you. May I ask what model device did you lose? As tikibar1 mentioned, do you have insurance on the device? If so then please advise so we can share options with you.
Thank you...
ArnettH_VZW
Follow us on Twitter @VZWSupport

Terrible customer service from Brendan at Telstra Bourke St Melbourne

Hi All,
Just thought I would ask your advice concerning repairs to my Iphone I requested from Telstra.
The phone is great and I love it, my only problem is that it no longer turns on anymore.
I took it to the shop where I bought it on (yep I lined up to buy it the day they were released ), the really flashy Telstra shop in the Bourke Street Mall. I got one of the techs on the front desk to look at it. He then took it to the head tech guy and he came back and said they would not repair or replace the phone under warranty. He said that it had a 'disturbed liquid submersion indicator at the bottom'.
I have never droped it into water the whole time I have owned it, but I do travel overseas to humid areas so that may have set off the 'submersion indicator' to make the techs think that I dropped it into a puddle when I have never done that.
Obviously, its a real pain, not having a phone for even a day, so I asked what my options were. I was told that the 'apple warranty is void and repair/exchange can not be carried out and the replacement cost for an 8gb for $670'.
The quotes above are from what is typed on my Service Repair Order.
I asked was it possible to send the phone to Apple to be inspected, and they advised that it was not, and that my only option was to purchase a new phone, and that I had two options. Firstly, if I surrendered my old phone, a replacement would be issued for $670. Secondly, I could simply purchase another iphone 'outright' for a cost of $726.
I tool the second option, and have a brand new phone, although I am disapointed that I now have an almost new phone that simply stopped working that is now used as a paperweight.
I tried everything to minimise the cost of getting a working iphone, and after talking to the lead tech, he then got the store manager to discuss my options.
Brendan said he was the store manager, and eventually let me know his name after first stating 'I dont have to give you my name' and eventually told me his employee number was 0238895.
He spent over an hour checking the situation while I waited, but would not put anything in writing except some notes in the section related to the 'reported problem' on the Service Repair Order.
Is the advice that Brendan from Telstra gave me correct, and was it necessary for me to purchase another brand new handset for $726?
If anyone has any questions I can be contacted on <Edited by: Host>
Kind regards
Wayne B

See the response that I provided to Tamara regarding the recent change to the policy.
You might want to print the new version of the policy and bring your receipt and go back to Telstra and see if they will consider an adjustment, i.e. you return your brand new iPhone, they swap it for a refurbished iPhone and credit you with the difference in price.
I actually fail to see where you received "Terrible customer service from Brendan" as stated in your title.

Terrible Customer Service Experiences and

Things added to my order I knew nothing about.
I spoke with someone last night., after being on hold for over 20 minutes. We decided to upgraded my modem.
Today I see there is an appointment scheduled later this week for VOICE.
I have not idea what this is,
I was chatting with someone who was useless, (tech) given to someone in billing who disconnected me, This is after an hour.
I have tried to call but have no idea how to navigate the prompts. But did get thru to someone who had no clue.
I chatted again with someone who then called me and transferred me to someone in billing (I guess they also extended my contract)    I could barely here him and I gave him the answers, but he said I was wrong.
Well, little mr verizon, I have tried to cancel the appointment and you can blame Alex in FL for one for not doing his job.
Solved!
Go to Solution.

tkr wrote:
For the last 3 months, my DSL service has been intermittent or not working at all. I've reached out to Verizon customer service over and over and just recently received help. My issue was the DSL upload/download speed, it appears that my account had been tested and set to minimal speed instead of the 3GB I've been paying for, for years. I'm dissappointed that Verizon didn't think it necessary to send a better modem and a technician until after 3 months of issues, while still accepting and expecting payment in full. I depend on my DSL service for work and my children depend on it for college. I'm a long time customer. I don't understand what Verizon is doing but this is not the way to treat loyal clients. My services have become indequate, wireless and DSL. I'm very dissappointed. And by the way, I'm also a Verizon Business client, so I expected better support and loyalty.
Step one: Visit http://www.giganews.com/line_info.html and post up the Traceroute the page shows, if you wish. Be aware that your non-bogan public IP Address will show up. It might shown up as the final hop (bottom-most line of the trace) might contain a hop with your IP address in it. Either remove that line or show only the first two octets. What I'm looking for is a line that mentions "ERX" in it's name towards the end. If for some reason the trace does not complete (two lines full of Stars), keep the trace route intact.
For example this what I saw when I was using Verizon
    news.giganews.com
    traceroute to 71.242.*.* (71.242.*.*), 30 hops max, 60 byte packets
    1 gw1-g-vlan201.dca.giganews.com (216.196.98.4) 13 ms 13 ms 13 ms
    2 ash-bb1-link.telia.net (213.248.70.241) 39 ms 7 ms 7 ms
    3 TenGigE0-2-0-0.GW1.IAD8.ALTER.NET (63.125.125.41) 4 ms 4 ms GigabitEthernet2-0-0.GW8.IAD8.ALTER.NET (63.65.76.189) 4 ms
    4 so-7-1-0-0.PHIL-CORE-RTR1.verizon-gni.net (130.81.20.137) 6 ms 6 ms 6 ms
    5 P3-0-0.PHIL-DSL-RTR11.verizon-gni.net (130.81.13.170) 6 ms 6 ms 6 ms
    6 static-71-242-*-*.phlapa.east.verizon.net (71.242.*.*) 32 ms 32 ms 33 ms
Step two: Can you provide the Transceiver Statistics from your modem?
#3 If you don't know how to get that info:
a) What is the brand and model of your modem?
b) If you have a RJ-45 WAN port router connected to it: What is the brand and model of the RJ-45 WAN port router?
#4 If you have a RJ-45 WAN port router connected to the modem, even if you know how to get the Transceiver Statistics from the modem: What is the brand and model of the RJ-45 WAN port router?
If you are the original poster (OP) and your issue is solved, please remember to click the "Solution?" button so that others can more easily find it. If anyone has been helpful to you, please show your appreciation by clicking the "Kudos" button.

Terrible Customer Service/Sales Reps

I was always under the impression that Verizon had top notch sales reps and customer service. Oh how I was mistaken!
I was recently called by my parents asking me to look at their Verizon bill because it was over $200 a month. Well when I took a look at it I saw that they were sold a 75 MB internet plan and 300+ channel TV plan, along with a (suprisingly!) reasonable phone plan. 75 MB for one laptop can only handle 54 Mbps (Wireless G)! I am a developer with a laptop that can handle 105 Mbps (Wireless N) and I only have the 15 MB plan. Also 300+ channels for someone who only asked for HGTV and Investigation Discovery, really? Because those channels are on your 225 channel plan. I lowered their Ineternet speeds to 15 MB, like my own, and lowered the channels down to 225, again like my own. That saved them a whopping $40. $40, really! The only difference between their plan and mine is that they have home phone and that they have a two year contract and I signed up with a no contract plan. So you're telling me that it costs $80 more a month to have a two year contract and home phone service. I couldn't believe it so I called customer service. When I call the customer service reps. they all tell me that there is nothing that they can do and to call the disconnect department because they can work with me more. So I call the disconnect department expressing my displeasure and letting them know that they are about to lose two customers they ask for the account number and about two minutes later I am told that my parents service has been disconnect and what is my account number. Ha! Some help they are. A great way to treat a customer that has been loyal to you for over five years and got me to sign up with you.
So if that is the game you want to play, fine. I'll be more than happy to take my parents business and my business over to Comcast at the end of the billing cycle. My parents can barely afford to pay their medication. I'll be glad to switch them and myself over to Comcast. They may not let you cancel, but at least they do their damndest to work with you to keep you business—not just tell you that there is nothing they can do and that they cannot creidt your account for the unscruplous practices from sales reps (even though years prior you were able to credit their account for the bullcrap Internet Essentials package that a sales rep. sold them even though they had their own anti-virus software, which is much better than the crap that you offer, for onlu $20 a month).
Buyers be ware, Verizon is only out to get your business—

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you.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. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".
Please keep all correspondence regarding your issue in the private support portal.

TERRIBLE customer service - Anyone else in this sinking boat?

Ordered laptop 6/1 with a 6/7 estimated shipment. 6/9 email says it is delayed. Multiple phone calls 3 days in a row to customer support, ALL saying it will ship that day or the next (though the web says 6/24) . Finally get someone today who says it is now 6/25 (still 6/24 on web) and get a manager who will "call me back today" with official status if I can get the product before I leave the country for work. Still no call at 5pm...
HORRIBLE experience. Lies up and down, constant runaround, just saying what they think I want to hear. ZERO respect for this organization's customer service. On the verge of cancelling the order because a 1 month wait for a product I could have off of newegg.com in 3 days doesn't seem worth it.

Unfortunately, delayed shipping is somewhat normal. Check the shipping thread.
When asking for help, post your question in the forum. Remember to include your system type, model number and OS. Do not post your serial number.
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Terrible customer service - the worst!

I have been trying to get customer service to correct my address country from the US to Canada... for 3 days now! But to no avail so far. No way to do this online or via email. I am writing this while I have been put on hold for the FOURTH time now! It is STILL not clear if they will be able to help me and do this at their end.
In the meantime, I am unable to upgrade my Lightroom version.
Great products, terrible service. I am EXTREMELY frustrated.

Hi lbeaulook,
Due to tax reasons, it isn't possible to change the current country associated with your existing Adobe ID. We could create a different Adobe ID associated with the new country (Canada). Would you like to keep your existing Adobe ID email address associatd with your new ID?
Thanks,
Bing

Terrible Customer Service / Billing Options

I have enrolled in auto pay. Had auto pay set up, then I got a new bank card. After receiving the new card, I immediately updated payment info with Verizon way ahead of the next bill. I find that the pay was not taken from my account, so the current bill is nearly $400 dollars - plus an additional $5.00 late fee. Called customer service, and fumble through the all automated menus, only to be told that the late fee is because I did not update my card info. She waived the late fee but could not take my payment; I would have to be transferred to the correct department. If only that transfer had gone through, instead - the call dropped. Upon calling customer service again, automated menus, I find out that they have my newest card on file and ask if I would like to use this card to make payment???? I wait for an operator who tells me I need to set up auto pay again! So that I can have the same mess I just dealt with when I created my new parment - I dont think so. You are AWFUL verizon. BEYOND TERRIBLE. How about having a speak to a real living person option on the menu before all the other nonsense. I will be switching back to AT&T where I never had a single problem. I have had Verizon Wireless service since November 2014 and have had countless issues. Not to mention, the gentlemen I spoke with said the problems I have encountered "are very common." You get enough $5.00 late fees from customers who pay on time, verizon gets a fat wallet. Well good for you, you have terrible service and even worse customer service. I will never speak highly of this company or cellular service.

Is everything set up now? Atleast they credited the account. Sometime when you make changes it takes a few billing cycle to take place (i.e. adress changes). I hope everything works out with ATT&T!
So....I have a question: If you say: "I will be switching back to AT&T where I never had a single problem" and "Well good for you, you have terrible service and even worse customer service. I will never speak highly of this company or cellular service." Why did you even switch to Verizon in the first place? Clearly ATT&T had an issue, becouse if nothing is ever wrong, then why would you even switch??

Terrible customer service experience and I will leave Verizon ASAP.

I had the worst experience with Verizon ever . I never had such a unprofessional and humiliating experience before... I got an email from Verizon saying they will upgrade my plan free of charge and no need any action since I m loyal customer. After couple days my plan did not change and I had to call Verizon. They customer service Rep told me That Verizon made a mistake(?) and send me a wrong email. She read the email and confirmed that Verizon telling at the email that they will upgrade my plan "free of charge" clearly. since I have been informed by Verizon that my plan will be upgraded free of charge by mistake or not, I asked her that Verizon should stand behind their email and honer me upgrading my plan. She said she wont do this. I was trying to explain why they should honer me, she told me "shut up". I got so up sad and asked her to transfer me to cancellation department. she said she is the cancellation department supervisor and " tell me your number I will cancel your line". I got shocked and decided to stop this conversation. Next day I called Verizon again to talk another Rep.I explained him my situation. I forwarded the email Verizon sent to me to him. After he read the email he said" definitely you are right, email says my plan will be upgraded and if he were in my situation he would do the same thing and ask Verizon to honer him. He said he ll elevate my complain to higher manger, and I will get a phone call in 24 hours. Guess what?? i never got a phone call. Lucky I had the email address of him. and emailed him about what happened,He said he will call me in a min.. Guess what? he did not call me .. I sent him couple emails asking him to call me. After an hour he had to call me and he said I m not going to get upgrade you plan . Clearly he never got my complain to the upper management . He denied the phone conversation between us the previous day. ( I know Verizon record all the phone conversation). After another an hour unproductive phone call , he said somebody from upper management will call me tomorrow morning. I never get any phone call. I do have names of both Rep. I m really so angry to Verizon I have been their customer for a long time including Fios. I will cancel my line and go to T-Mobile or At&T. Also I will carry this case to Bureau of Consumer Protection. I suggest everybody switch to another provider ASAP

Well besides your lack of paragraphs making you rant very hard to read, exactly what kind of "upgrade" were they talking about? And no I'm not switching to another carrier just because you have issues with Verizon. Was that the whole point of your rant to get people to switch? Like you're some pied piper and you're going to "get back" at Verizon by helping them lose customers? As if that was going to work and even if a few people left because some stranger on a messagebaord told them too because of HIS issues like that will matter at all to Verizon.

TERRIBLE CUSTOMER SERVICE! BEWARE!

Everytime I call Verizon (wireless or otherwise) I am constantly being transferred around, unable to ever speak to a supervisor or manager if they exist, the staff is rude, incompetent, and generally mean spritied toward a paying customer. Terrible. Abolutely terrible. Unwilling to listen, or assist me with my problem. I don't mind paying the bill of my deceased grandmother, but why can't I speak to a manager in this regard? Terrible. One person tells me the sky is blue, and the next person tells me it's red. I can't win with you people. I do not want to swtich service providers, but I have receievd better customer service from a rock. Seriously. Absolutely terrible. Until it happens to any of you, you will never understand, but heed my warning, if considering this product or service, BEWARE!

Does anyone have a number for Consumer Advocacy??? I have been fighting a billing issue for a year. Verizon blended 2 of my accounts into one and now I can't pay my bill. I've been switched around and around for hours, talked to every department and get nowhere, no empathy, just sorry this was set up wrong and we can't change anything for you.
Pay your bill, but we're not sure how you can do that. Oh wait, pay over the phone and pay us 3.50 for that. And by the way, we don't have your correct account number anywhere so you can't even pay online through your bank. And now you're a month behind because of us, so we're going to shut off your service. There is no chain of command, no one to take your issues up with. Every now and then you get someone who knows what you're talking about, but I usually get disconnected from then.
Hate, hate, hate Verizon's customer service. Verizon Wireless is the complete opposite. Like them or not, at least they act like they appreciate you as a customer.
Any help with a number????

Verizon terrible customer service

ordered an iPad online and two days later went into the store to cancel order and purchase at store. Have spent over three hours won phone with six different customer service people trying to get credit for the charge to our credit card the iPad ordered online that was cancelled. Worst customer service I have ever experienced with any major corporation!!!

No you are not correct, we ordered an iPad online because the Verizon store did not have stock. We then went to another Verizon store that had the iPad in stock, the manager told us he could cancel online online the online order and we could purchase the iPad from the store that day. The manager then cancelled the order and told us our card would not be charged. Our card was charged. We have spent hours on the phone trying to make sure Verizon is going to refund our money...we never received the iPad through Fedex because the order was cancelled...at this point it is not our problem but Verizon's to take care of following up the package that they cancelled and never sent!!!!
Hopefully you will understand this explanation....if not you need to take a customer service 101 course.

Terrible Customer Service Experience and Misinformation

Since early November I have been trying to get my FIOS TV, Internet, and home phone transferred from my apartment to my new home. According the Verizon website all three services are available. I was originally scheduled to have everything installed on December 5th (which 2 weeks after my move) because Verizon indicated that was the earliest they could put the service in do to my neighborhood being new. I called to verify the date and installation for the 5th a few days ago and was told everything was confirmed for the 5th. Two days ago I called to add some receivers to my order for my additional TVs in my new home. The representative had trouble adding the addtional equipment to the order and said he would have to cancel that order and start a new order. I told him that was fine as long as my installation date of December 5th would not change because I had taken time off of work that I could not take back and had to have them come out on the 5th. I was assured that there would be no change in my installation date. After trying to add the equipment to the new order the rep said that he would transfer me to someone who could finalize everything. I was then transferred to another representative (who I had to explain my whole situation to AGAIN). She assured me that she could help me. I again indicated that I needed the installation date to be on the 5th. She added the equipment and proceeded to tell me that the date was pushed out until December 28th. I objected strongly and insisted that my installation date not change. After a heated exchange I demanded to speak to a superviser (which was refused). The rep put me on hold for several minutes only to come back to say that her supervisor had said that she would expedite my installation to December 5th and would personally call me to confirm. However, I was told that I had to complete the order for the 28th to get things in "the system" before they could change it to the 5th. I agreed only to hear back from the rep via phone (not the supervisor) later that evening indicating that they were still working on it. Not satisfied with the non-answer, I have call back several times and spoken to multiple other reps who have all given me different versions service availability ("checking with the engineering department to see what's available in your area"), and being promised to expedite my installation date to the 5th. I even got promised another personal phone call from a rep in Maryland the following day confirming that they could install my phone and internet on the 5th, but that I would have to wait until a later date for the TV - to which I agreed. Not receiving a call yesterday, I called again and was told by yet another rep that he would work on it and call me Saturday.
This is completely unacceptable! Let me sum up the long paragraph above. I ordered your bundled service for 2 years. I have been a loyal Verizon customer for MANY years. You promise me an installation date that fits my schedule only to completley screw me over on that date when I want to add addtional equipment to my service (of which will ultimately bring you more money). All thanks to an inept, inadequate customer service system, and complete lack of understanding from your sales staff on what is available in the field.

NotHappy410 wrote:
Yes, it is. Thank you for your help. You can close this out.
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Anthony_VZ
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