Really Disappointed With your Customer Service

Hi there,
I have never posted to the forum before but I bought an item in April (a power inverter so I could plug my laptop into the airplane I was flying back on from my trip). When I got on the plane, I realized they actually had real plug in outlets so I didn't need the inverter I had bought. I never once used it.
Unfortunately when I got home, we moved the week later and my best buy bag got shuffled into a closet. I just found it last week and tried to return the item to the store. I explained the situation, and showed the receipt. I realize that it is far outside of the return window, but I was disappointed by the rude customer service agent who had 0 empathy for the situation. 
This type of customer service, where you are unwilling to understand extenuating circumstances an offer a one time exception, has really put a bad taste in my mouth about your company. 
Is there anything you can do to help?
McKelle

Dear McKelle,
This type of service is not at all what you want you discussing with your friends and family. We want you to brag about the world class service you receive at every Best Buy you visit. I am very sorry for any lack of empathy that was shown under your circumstances. 
The employee assisting you should have treated you with the same amount of respect as they would with any other customer looking to perform a return. While this doesn’t mean they would be making an exception, you should not have left feeling the way you did. We have recently made some large improvements to our Return & Exchange Promise to better serve our customers and to differentiate us from other retailers. For instance, we can now take back items with missing packaging or accessories for a small deduction depending on what is missing.
I was a manager in our stores for a couple years before I came to work at our corporate level. I worked very hard with my employees to ensure we were providing every customer with an experience that was better than their last. If this wasn’t happening, I wanted to have that feedback to share with my team. I would like to send you a private message to gain some more insight on this experience to share with the leadership at the store you visited. To check your private messages, click on the envelope in the upper right-hand corner while you are logged into the forums.
I hope you won’t let this one poor experience change your outlook on us altogether and will come to us in the future for your technology needs!
Respectfully,
JD|Social Media Specialist | Best Buy® Corporate
 Private Message

Similar Messages

  • I'm so disappointed with your costomer service in Taiwan

    I've purchased an Apple computer from 2007, I liked Apple so much because I saw they care their customers more than Microsoft, Apple even set Genius Bar and phone support for any technical problem, which I though if I have any problems, I can find customer services easily.However, the problem came! I 've some technical problem with my imac.Therefore,I took it to your  retail store(Istore) in Tainan Jhongshan Branch ,Taiwan. And you help me save the problems indeed.
    But the Imac is so heavy for me(155cm,44kgㄩㄡ) to carry it to your store where its located at.And I ask one of your sales to help me to take it.And he promissed  that he would transport it to me when I arrived immediately.  HOWEVER,the Store Manager told me that they are too busy to take it to me when I arrived and ask me  to wait, and so I did. I waited for 10 minutes,and NO Phones  or No body told me How Long I should wait for my imac. I called again,and the SAME ONE told me that they still are on busy.Then another 10 minutes came,but I did not receved my mac.
    YOU promissed me you would take it to me immediately,but you waisted my time about 20 minutes！！！A SALE is not just to sale something,especially you are the store manager!!!And it seems like Apple is not responsible and do not care about their customers when you had sold the production to them.I am so disappointed with Apple, and I'll recommend me and my friends, and try to declare to all the forums we should never purchase anything from Apple because they are not responsible for their costumers! For YOU Apple just want to sale and dig our money, BUT not care about us!!!

    We didn't promise you anything, or did we sell you anything nor take your money. You are not communicating with Apple when you post here. Everyone here is just a fellow user. And these forums are for assistance with technical problems, not complaining about Apple's services.
    I'm not going to comment on your complaint itself since we really don't know what the real situation was, none of us being there. In any case, there's absolutely nothing anyone here can do about it. If you feel that you were treated badly, then by all means buy from some other vendor.
    Regards.

  • A paying customer who's fed up with your 'customer service'

    Let me see - I'm paying customer trying to renew a subscription that was a reduced rate (hence why I'm not doing it online) - and sometimes I actually want to speak to a human being for a sales transaction.  I'm also a customer who's purchased your products repeatedly since the early 2000's if not earlier, and have been an enthusiastic supporter of your products.
    That's going to stop now - if I can.
    In brief, here's 2 data points that make me reconsider if I want to have anything to do with your company:
    1.5 hours on hold in a queue AFTER I did the 'Adobe calls you back, estimated wait time of 4 mins'.  This is a phone queue - most large companies and organizations have figured out how to make one of these work properly.
    I call through to direct sales for Creative Suite and get the 'there is no phone support for this product - please go online, we will now disconnect this call'.  You have a phone tree that doesn't allow you to return to the main menu OR speak to a sales rep - in 2014? Really? Is there not a way to cut costs and actually care about your customers? Is shoving all your interactions online the answer? Will your shareholders like the decreased sales that come as a direct result of losing customers due to shoddy customer service practices?
    I'm a loyal paying customer, and will resubscribe because I need it for work, but honestly, I'm fed up.  Not that I think anything will ever change here - we can complain in the forums, file complaints to the BBB (I know, silly me) and a sympathetic customer service rep will try and help us even though the issues are systemic and involve brand loyalty and reputation.  Nothing will change, and I've essentially given up on your brand and products.  There is nothing worse than a company who has betrayed its loyalest customers, but in the end, it's your fault for not understanding the basics of customer service.  It's ironic that you're in the creativity business.  Creativity is about innovating, improving and designing solutions, and creating positive emotion.  I feel sorry for a company that cares so little for its customers and is so out of touch with what matters in business, that you've lost the creative spark that caused me to love your brand in the first place.  I hope you enjoy your arrogance.  We'll continue to use your products, but every time I launch one of them, I'll curse you and hope you fail. 

    Hi SadGamerGeek,
    Welcome to the community and thanks for posting!
    Sorry for the problems you're having with your broadband speed and for the time it's taking to sort out.  I can help you from here.  Click on my username and under the section "about me" you'll see the link to "contact the mods".
    Whenever we've received your details we'll take it from there.
    Thanks a million,
    Robbie
    BTCare Community Mod
    If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
    We are sorry that we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)
    If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

  • Disappointment with Apple customer service's response to my iMac G5 issues

    The following is a copy of the letter that I will be sending to Apple in regards to my recent dealings with customer service. What do you guys think I should do?
    To whom it may concern:
    Let me begin by saying that I have been a loyal and avid fan of the Mac since 1999. I have converted several of my PC friends to the Mac, and I would consider myself to be the quintessential Mac "geek" (posters, T-shirts, you name it). I have owned a Macintosh LC 575, Power Macintosh G3 (Blue & White) and Power Mac G4 Cube, in addition to my current machine, an iMac G5. However, my recent experiences with Apple customer support have left me thinking that maybe the Mac way is not the smooth, customer-first experience that I thought it was.
    As I mentioned, I currently am using an iMac G5 (rev. A, 20" 1.8 GHz). Unfortunately, the iMac was a victim of the well-documented power supply issue (http://www.apple.com/support/imac/re...ensionprogram/) several months back. The power supply would heat up to such high temperatures that it eventually burned out, and I could not power on the machine. I brought it in to my local Apple Store (Oakbrook, IL), whereupon they wrote up a repair order, and I had my Mac back within 4 days, all without paying a penny. "Wow, excellent no-hassle service," I thought, and rightfully so.
    Over the last couple of months, my iMac has further developed a couple of smaller, but still annoying and "not-very-Apple-like" issues. First, the fans have developed a consistent, cricket-like squeak - that is, you can hear the fans turning, sort of like an old wheel that needs oil. In my quiet office, it is VERY obvious, and is especially distressing when I'm trying to do audio and MIDI work. The second issue is that the slot-loading Superdrive has gotten to the point where discs that are being ejected often fly out of the slot and do not stop, falling onto the top of my desk, or occasionally clear off the desk onto the floor.
    A few days ago, I decided that I had had enough with both issues, and decided to initiate a chat with a support agent on Apple's iMac support web page. After explaining the issues to the agent, I was transferred to a "specialist," to whom I then had to re-explain the issues. Further irritating me was the fact that they provided me no solution other than to visit my local Apple Store, and they would further diagnose the system.
    So tonight I headed over to the Apple Store Oakbrook with the iMac in tow (mind you, not the lightest thing to be carrying around, and a pain to have to disconnect peripherals etc.). I had made an appointment prior to showing up...in fact, Apple's new Concierge system seemed very elegant and user-friendly, and I was able to make a 7:20pm appointment at around 2:30pm. I made it to the Apple Store at about 6:50pm, and saw my name listed on the Genius Bar screens as being 2nd in line. There was a man with a 15" PowerBook that was being helped by the Genius behind the bar, so I sat and waited patiently. About 40 minutes into my wait, a woman with an iPod mini walked up to the bar, seemingly waiting for assistance. Within two minutes, another Apple employee approached her, briefly looked at me and asked if I was waiting for help. When I said I needed assistance with my iMac, he told me that I would have to wait for the next Genius, turned to the woman with the iPod mini and proceeded to diagnose her problem.
    Further irritated, I waited another 10 minutes or so, at which point the same employee turned his attention to me. I explained the fan and Superdrive issues to him, and he took the iMac to the back room for another employee to take a look at it. About 10 minutes later, he came back out with the iMac and said something to me that just floored me. He told me that his colleague that looked at it could not find anything inherently wrong with the fans, and that "since it's not a Pro desktop, there are bound to be squeaks in the fan system" (almost verbatim what he said). He said that they cleaned the fans, and tightened the eject mechanism in the Superdrive, and that if I continue to have issues with it to bring it back in and they will further diagnose it.
    The message I have taken from this experience is two-fold. First, Apple has officially gone from being a computer company to a consumer electronics company. The fact that I literally was skipped over after waiting 40 minutes and pushed aside for an iPod user who had waited TWO minutes and was not in the Genius Bar queue shows that Apple's priorities have shifted. Secondly, Apple does not truly back the quality and craftsmanship on which they pride themselves. Just because I do not own a "Pro desktop," that should not mean that a squeaky fan system is an acceptable situation. I bought an $1,800 computer that was advertised as "whisper-quiet" and I should not have to pay $3,000+ just to be reassured that I will be taken care of. I expect excuses and glancing over of issues by companies like Dell that make cheap bare-bones systems. I do not expect that from Apple - if Apple is going to hold themselves to a higher standard, they should back up that talk with true customer-first service.
    So I am now sitting in front of my rickety-sounding iMac, wondering what my next step should be. I appreciate you taking the time to read this, and I would further appreciate a follow-up and resolution to this situation.
    Thoughts?

    Send it. I feel for you, but the most sympathy you'll get is from fellow users on this board. These forums were one of the best ideas by Apple. Whoever thought it up is probably getting 1% of iPod sales as commission. Besides users helping users so Apple doesn't have to handle nearly as much tech support directly, this board is also a place for people to vent so Apple doesn't have to address your concerns. I'm not saying these boards are a bad thing ... they are very helpful, but you have better odds at winning the lottery grand prize than you do to get a reply back from Apple from a letter like this.

  • Really Disappointed with the Customer Care Services

    Hi,
    I had purchased a new Lenovo laptop G500(S) on 8.Nov.2013.
    Just after 10 days it stopped working and didn’t start at all with or without battery.
    I thought it’s a charging problem, so called customer care and they sent a technician for diagnosing the issue.
    He gave a report and mentioned to replace the adapter, I got the new adapter within 3 days but the problem was still there.
    Surprisingly, I did not get any call after delivery of adapter from Lenovo whether the issue is resolved or not L.
    Finally I called the customer care again and explained everything, they concluded that they are sending new motherboard.
    I requested them to replace the laptop itself as it’s not even a month and if there is a problem in motherboard that means the laptop is defective.
    They gave me a new number saying that they don’t handle such requests and I have to call lencare.
    I called at new number, my call was kept on hold for almost an hour and suddenly the phone got disconnected.
    I also use another laptop of different brand and it happens with them too, but in such cases they arrange a call back for me if their customer executives are so busy.
    Surprisingly, I waited for 2 days an didn’t  get any call back from Lenovo.
    I tried lencare number again and again but same thing happened that they put me on hold for 1 hour and phone got disconnected.
    Finally I called the earlier customer care number, and they gave the same reply that your laptop will be replace without any problem but we can’t take this request.
    This time they gave me an email address [email protected], but again no reply from them even after sending the reminder email.
    Let me know if you can help.

    First this is a technical base forum and we are users just like your self here. With that said your post is agaisnt the terms and use you just agreed to. if you have feed back for apple go to apple.com/feedback. Thank you

  • What is wrong with your customer service?!?! It's becoming impossible to get a price adjustment!!!

    I have been trying everything to get a price adjustment on an iPad mini 3 64 gig that I purchased for 499.99 and is now 424.99. I have made 3 phone calls to no success and have spent a total of over an hour on hold to try to get this done. I need someone here from Best Buy unboxed to take care of this.
    Solved!
    Go to Solution.

    Hi Aldiggi,
    The purchase of a brand-new tablet is by no means a small investment, so wanting to receive the best deal available is certainly understandable.
    I've had the chance to review your account and it looks like a member of our post-purchase support team was able to assist you on the 4th, shortly after you posted an update. You should have received a message confirming the price adjustment, so I'd encourage you to check your inbox and junk mail folders for that e-mail if you haven't already done so. Please also keep in mind that the funds may not post to your card right away -- the exact timeframe required is determined by the card issuer.
    Thanks for your patience, as well as for ordering with us! I hope you're enjoying the new iPad Mini so far.
    Aaron|Social Media Specialist | Best Buy® Corporate
     Private Message

  • Help finding my profile with purchases. Frustrated with your customer service

    I have been shopping in your stores for many years. Everytime I go they can never verify my account showing points. I never get the mail cooupons or the credit on my purchases. This year I just purchased a computer and last year I purchased a Lap Top. I have purchased many other items and still not getting credit. I put in my email address and then it says I am joining now. But I was just in the store like maybe 3 months ago and they opened a new profile and it's not showing up. I am concerned as with this is not showing my purchases. I also paid for extra coverage online for my lap top. Please help me. Thank you. Frustrated in Miami.

    Greetings MADDIEjud, and welcome to the Best Buy forum! I can understand your concerns if you are not seeing purchases or points when you login to your account on BestBuy.com.  After using the email address you registered with the forum to review your account, it turns out that you actually have two My Best Buy™ accounts.  The account that your purchases are attached to is not linked to your BestBuy.com account, which is why it may appear you are not being awarded points. I would suggest that we look into merging your two accounts so that it is easier for you to keep track of your purchases and points.  It should also make it easier for store associates to find your account in the future.  As long as the two accounts share the same information, I should have not issue merging them.  Any points/certificates in the secondary account would transfer over to the primary account following the merge. With that all having been said, I am going to need to gather some additional information from you before we move forward.  I will be sending you a private message to gather the information I need and to see if there are any other questions I can perhaps help answer.  To check your private messages, you will want to login to the forum and click on the little yellow envelope icon located at the top of the page. Merging My Best Buy™ Accounts Thank you for reaching out to us and for being a member of the My Best Buy™ program.

  • [locked] VERY UNHAPPY with Adobe Customer Service

    I used Live Chat earlier this afternoon with some questions I had about my serial number and had a very good experience.  Then, when I later came across some technical issues with installing one program in my Suite, using Live Chat - which I much prefer - was not an option.  So I called the Technical Support line.  Pushed all the right buttons and was thrown into muzak hell for THIRTY minutes after which I hung up.  There are no messages telling you to continue waiting for a technician, there are no messages telling you what your remaining wait times.  Even offering a call-back would be great.  So, assuming I was lost in space somewhere, I hung up and called back, where I waited in Muzak hell again for another 25 minutes until finally someone answered. He was, of course, very difficult to understand, didn't understand anything I was saying...and then he wasn't able to offer me ANY SUPPORT.  He told me to come to the forums!!!  Are you kidding me?!  I have to go to a discussion thread to find out if anyone has any suggestions for what my problem might be?!  THIS IS RIDICULOUS.  I don't even know if this is the right place to complain but there doesn't seem to be any other place to express my disgust with your customer service.  Everything on this site is for a specific product or Adobe.com.  YOU NEED TO RETHINK YOUR CUSTOMER SERVICE PRACTICES, ADOBE. You have one extremely disgruntled customer, who still doesn't have Adobe Acrobat Professional on her computer. 

    Welcome to the world of Adobe.
    Here is a link to the forum you seek.
    http://forums.adobe.com/community/acrobat/acrobat_windows
    I hope they can help you out as Adobe CS is clueless.

  • Could anyone show me how to file a complaint with Verizon Customer Service?

    I would first like to state that this is my first time having an issue with Verizon Customer Service.In all my years of using their service, I had never run into someone that truly had no idea what they were talking about. I would like to file a complaint to save everyone from experiencing the frustration I am feeling and from wasting your time.
    Here is the story, so that you can understand the reason why I would like to file a complaint;
    My phone has always had an SD Card in addition to the phone memory because my phone memory is already tiny, less than 1 GB.I put things that cannot be put on my SD Card (my text messages, contacts, etc.).
    This past week I kept on receiving air messages that my phone memory was full. I deleted most of my text messages but I still received air messages that my phone memory was "full".  I therefore decided to call Verizon Wireless to see if they could help me solve my problem or at least educate me on what was taking space in my phone memory.
    Well, I unfortunately had the luck of being connected with a representative named "Naima" and I told her about my phone memory problem. She said she knew how to fix my problem and instructed me to click on the "Format SD Card" button. Following her instructions blindly, I never once stopped to consider that clicking on that button would erase everything. And so  ALL my pictures, ringtones, and videos were erased.
    Trying to fix her mistake she dug herself into a deeper hole. Instead of admitting that she had made a mistake she claimed that my pictures, ringtones, and videos could be recovered, She had me access Backup Assistant, but my stuff was NOT saved there. I later learned that my phone's Backup Assistant can only save contacts, NOT pictures. She knew what phone I had (representatives have all the phone's info and history) yet she led me in circles and wasted my time and could not own up to her mistake.
    What upsets me is the fact that she did not even KNOW that the phone memory and SD Card are 2 COMPLETELY DIFFERENT things.And also she could not own up to her mistake, but instead wasted at least an hour of my time trying to get Backup Assistant to do something it could not.
    I then attempted to file a complaint to found that Verizon makes it Virtually Impossible to file a complaint, only through MAIL! Really??

    Well actually sending a certified return receipt letter to Verizon Wireless may or may not do any good. you can also file a complaint here http://www.bbb.org
    Those out of memory messages usually mean internal memory is getting full. I have no idea of your make and model of device but there are many articles via google that tell you how to transfer files from internal memory to sd card memory.
    Now on the off chance your sd card is nearing its capacity you can either hook to your computer via usb and the computer will show two drive letters. One is internal memory and the other is the sd card memory. If its internal memory and your sd card is not full you can drag and drop the files to the sd card. However you can also get a card reader and then make a saved files folder on your desktop, then cut and paste any or all movable files to that new folder you just created. its really very easy.
    You can also remove files from internal memory (music, photos,documents) to that folder on your desktop. You can also remove all files and photos from the sd card on a regular basis to never have that low memory problem again. I always purchase the largest sd card that is usable on my device and never save anything like music and photos to internal memory.

  • 4th day in a row premiere won't launch, Adobe where is your customer service?  Do they exist?

    Bought elements and downloaded.  When I attempt to click either the organizer or photo editor option from the they both instantly crash. I have not been able to open the program at all.  Attempted to run as admin with no luck.  This is a fully authorized and activated copy I purchases from B&H photo and downloaded from their link and activated with adobe serial number.
    Windows report form Elements 13 has stopped working:
    Problem signature:
      Problem Event Name:    APPCRASH
      Application Name:    PhotoshopElementsOrganizer.exe
      Application Version:    13.0.0.0
      Application Timestamp:    540242fd
      Fault Module Name:    libcef.dll
      Fault Module Version:    3.1750.1738.0
      Fault Module Timestamp:    539860dd
      Exception Code:    c000001d
      Exception Offset:    00000000020f3553
      OS Version:    6.1.7600.2.0.0.256.1
      Locale ID:    1033
      Additional Information 1:    1849
      Additional Information 2:    1849c65267ce2967d89f315e1c3c4b82
      Additional Information 3:    4bd2
    I have uninstalled with Ccleaner and reinstalled and I'm still getting this error message. I have zero problems with any other program.  It is installed on my new SSD.  Fact, this is the first crash i have seen on this computer of anything.  My specs are far above what I need but here is my comp just in case.
    Windows 7 custom built PC, AMD fx 8320 3.5ghz, MSI gtx 970, 8gb kingston hyper x ram, Asrock 970 extreme 4 MOBO, Corsair 600 PSU, Intel 730 256gb ssd
    Any help would be greatly appreciated!
    Thanks,
    Josh

    Anyway to update the people of my issue here's how it shook down ultimately.  After 7 days of begging and pleading with your company for someone to support the product I called back the retailer that I purchased the key from and asked them what to do.  They told me that they would work through the technical issue with me if they could and if not refund me the purchase price because they STAND BEHIND THEIR PRODUCTS.  Funny concept, huh?  When the rep was helping me he looked through your forums and was STUNNED at how many people needed help with issues and your staff and employees were nowhere to be found.  We had a good chuckle over the ineptitude and heartless attitude it would take to screw that many people at once.  They tried to help me, even though it was in NO WAY their responsibility to do so.  We could not resolve the issue so they are issuing me a refund for your companies refusal to stand behind it's product, and leaving it's customers out in the cold with ZERO support.  This was without question the worst experience I have ever had with any company, period. And I am forced to get my internet from Time Warner if that gives you any perspective. The lack of support Adobe offers people is borderline criminal.  For those of you that the products work immediately  they could could probably care less.  But for the THOUSANDS on the forums currently that Adobe is leaving out in the cold and letting it's "community" deal with Adobe's problems, I wish you the best of luck.  5 different threads, 7 days of my life, multiple attempts to contact via phone and online chat only to be told "my question doesn't qualify for support". I have a degree in web development and I build custom Pc's on the side for fun, so I would hate to see how someone who isn't "tech savvy" would deal with this company.  God forbid. That was my experience, I truly hope that the thousands out there right now having issues with this software don''t have to go though what I did.   To the few generous members of Adobe's community I would like to graciously thank you again for attempting to help me.  To Adobe, I truly wanted to use your product.  I REALLY did.  Your company and it's policy made it impossible to do that.  I gotta say, from the bottom of my heart, this was the most horrific experience I have ever had with a company bar none.  You desperately need to reavaluate your customer service and support option.  You trade on the stock market for gods sake and you just let people toil  in your forums with persistent issues.   It really is disgraceful.

  • Really disappointed with the answerable from Apple

    Hi Imobl
    What is the meaning of "  you may even be getting a new one
    rather than a refurbished one - but there is no way for you to tell which
    it is. " ? This answers definitely misleads the customers of making them feel that they could get a new one but 99.99% absolutely not.
    Another unacceptable answer from you is "Not a bad deal for a used iPad. " what is that mean? I pay the price of a brand new iPad just for six months then a quality problem accursed  that Apple can fix it  now i was told that i have to accept a replacement of a refurbished because that is the policy of Apple. Does that policy protect Apple rather than their customers?
    Really disappointed with the service and irresponsible answer of such a big company like Apple , better think of another brand name in the future.

    First this is a technical base forum and we are users just like your self here. With that said your post is agaisnt the terms and use you just agreed to. if you have feed back for apple go to apple.com/feedback. Thank you

  • I have tried to purchase Adobe Acrobat Professional XI this morning and payment (AED 1983.53) has been taken, I received a message stating there was/is a problem processing my order and that I should contact your customer service team in UAE.  Having trie

    I have tried to purchase Adobe Acrobat Professional XI this morning and payment (AED 1983.53) has been taken, I received a message stating there was/is a problem processing my order and that I should contact your customer service team in UAE.  Having tried this, I was met with a recorded message, in Arabic, and no options to speak to anyone.  I have found this process extremely frustrating and poor on your behalf.  Not providing any options to speak to an Adobe representative is equally annoying.  Please get back to me ASAP, as I need to use the product immediately.

    CS2 is very old and reached its "end of life" a while back.  So probably won't run on modern operating systems.  If you can still run it, you'll need to uninstall what you have and re-install with the download link below to activate it.
    Error: Activation Server Unavailable | CS2, Acrobat 7, Audition 3
    Nancy O.

  • NOT thrilled with the customer service I just received.

    I just ended a call with a customer service representative by the name of Amber.
    Like the many users on this forum, I was up at 12:00am on 9/12 pre-ordering 2 Iphone 6+ 128g devices.  Throughout the pre-order process, I was shown a delivery date of no later than 7:00pm on Sept. 19th.  I submitted my order within minutes, only to wake up to an e-mail with a delivery date of 10/7/14.  I called customer service that day and was told that I would have the phones on Sept. 19th despite what the email said.  Now five days later,  my order status remains "we received your order and it is in process" and the Expected Ship Date is "Not available at this time."  Further, my credit card has yet to be charged.  Other users on this forum submitted their orders for the same phones after me, yet have receveid tracking numbers showing a deliver date of Sept. 19th.
    While on the phone with Amber, she suggested that I go to a retailer on Friday to see if I can get the devices.  Needless to say, I was quite offended by her recommendation.  I reminded her that I intended on renewing two contracts with Verizon in exchange for two phones being in my hands on Friday.  I also suggested that if she wants me to go to a retailer, then Verizon runs the risk of losing my longstanding account if another provider provides me with a better deal.  She then back tracked and said that was not what she was trying to suggest.
    Verizon, I would like to speak or deal with a customer service rep who can give me assurance that my pre-ordered phones will be delivered on 9/19 as was promised when I placed by pre-order just minutes after they went up for pre-sale.  With all due respect, I am looking for answers, not a link to an order status page that I have been checking far too often over the last five days.  Thank you.

        GMSwaim88,
    Thank you so much for those details. We strive to provide you with the best customer service there is to offer. I have sent you a private message. Please respond back to that message for me.
    KevinR_VZW
    Follow us on Twitter @VZWSupport

  • Re: Thoroughly fed up with BT customer service.

    I too am fed up with BT Customer Services - they seem only able to pursue their own script and simply do not listen to what the customer is saying. On numerous occasions they ask a question just seconds after they have received my aswer to that very question. 
    I have been experencing a particular broadband / exchange line problem for over three years, have kept a detailed log of my dealings with BT for over a year and it appears that there is no way of escalating the issue within BT. Follow 'contact us' and 'complaints' on teh website and see if you can get anywhere other than teh standard customer servoces number. Customer services say they are unable to escalate to a more senior person / department.
    'Customer Services' - to me a rather hollow joke, especially as they are in effect a monopoly provider and being paid millions of pounds of taxpayers money to roll out Infinity. 
    I think the answer either lies with legal action but perhaps if enough of us rais ethe issue with our MP we might be able to more effectively influence what is going on.

    I have asked a moderator to provide assistance, they will post an invite on this thread.
    They are the only BT employees on this forum, and are a UK based team of people, who take personal ownership of your problem.
    Once you get a reply, make sure that you are logged into the forum, then click on their name, you will see a screen like this. Click on the link as shown below.
    Please do not send them a personal message, as they may not be on duty for a long time, and your message will not be tracked properly.
    For your own security, do not post any personal details, on this forum. That includes any tracking number you are give.
    They will respond either by phone or e-mail within 5-6 working days.
    Please use the tracked e-mail, to reply, not via the forum. Thanks
    This is the form you should see when you click on the link. If you do not see this form, then you have selected the wrong link.
    When you submit the form, you will receive an enquiry number, so please keep a note of it
    There are some useful help pages here, for BT Broadband customers only, on my personal website.
    BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

  • Terrible Transfer Experience - 10+ hours with bad customer service

    I've been a Verizon Fios customer for 3 years. For the most part service has been good, though there were a few instances where I've lost internet and cable for no apparent reason for a few days here and there. However, my experience with Verizon Fios over the past few days has been a nightmare. I called Verizon a few weeks ago to tell them that I was moving from an apartment on the 5th floor of my building to an apartment on the 7th floor in the same building. Additonally, I wanted to sign a 2-year contract for phone, tv, and internet. This process went smoothily and my service to my old apartment was to be cut off on 8/10/2012 while the same day my new apartment went get the Triple-play deal on the same day (8/10/2012).
    The day finally arrives and Verizon goes 1 for 2 by shutting off my old apartment service (at 6am no less) while not activating my new service. I was told that a servicemen was to be sent between 1pm-5pm. At 4:00pm I call Tech support to check on the status of my order, and they tell me that there are "engineering problems" in my building and there are not enough "ports" for my service, but that a technician is on his way; he's just running late. 6:30pm rolls in and still no contact from a technician or anyone. I call again, 45 minute wait, talk to another support person who tells me the techician is still coming; just running late. It's now 10pm and I call Tech support again. I get tossed around from department to department (Tech Support, Sales, Fiber-Optic installation) and finally I'm told that the "engineering problem" will be resolved in the morning 8/12/2012.
    The next morning, 8/12/2012, 11am, no contact at all so I call Tech Support again, 35 minute wait. They now tell me that no technician will be coming out because there's a "serious engineering problem" and they try to schedule me for 8/16/2012. I say that's unacceptable, and that I need a technician out that day (8/12/2012). My customer support puts me on hold for 20 minutes, comes back on the phone, only to hang up on me. I stop trying to call Tech support, and head out of my building around 4pm and right in front of my building is a Fios technician. He says that he's there for another apartment! I ask him about the "serious engineering problems" they're having in my building. He has no idea what I'm talking about and when asked if he'd take a look at our apartments connection, he declines. So at this point, I know I've previously been lied to about my techinical issues and that they couldn't send out a technician until 8/16/2012.
    Extremely frustrated, I call customer service tech support again, 45 minute wait, and I talk to Michele who tells me that my order is still pending (yea I figured that) but that it's in the system as only phone and TV, no internet! So it just keeps getting better! She fixes the order to reflect tv, phone, internet and and then connects me to Fios "elite" customer service, to reschedule my technician appointment, and to talk about compensation (first mention of this). I talk to Carolyn{edited for privacy} (SP?) at Elite customer service and she says she is talking to dispatch to get a technician out that day 8/12/2012. I get put on hold for 40 minutes and then Carolyn comes back on the phone to say that she'll give me a call back when a technician has been dispatched. I give her my cell number and say goodbye. Hours go by and no call back. I call back customer service, immediately ask for "elite" customer service. I get put in touch with Ms. C{edited for privacy}. I ask to be put in touch with Carolyn, but Ms. C{edited for privacy} has no idea who I'm talking about.  I tell Ms. C{edited for privacy} my story (pretty angrily at this point). I request that she tell me the employee numbers of the people that have worked on my account the past couple of days so that I can make a formal complaint. Ms. C{edited for privacy} tells me my account has only been notated once (the 10pm call I made on 8/10/2012). Ms. C{edited for privacy} offers to reschedule my technican but offers first again 8/16/2012. I say no way, and then she offers me 8/12/2012. I accept reluctantly.  I also inquire about the compensation Carolyn mentioned, and Ms. C{edited for privacy} says that she can't discuss that until installation is complete. Ms. C{edited for privacy} says she'll call me Monday (8/13/2012) to make sure installation went accordingly I ask Ms. C{edited for privacy} for a direct line of contact so I can call her. She gives me the number 443-436-3954. I ask her "Are you sure this is a direct line and I won't be on hold for 45 mintues". She says of course. Turns out this number is a voice mailbox number and doesn't put me in touch with anyone.
    Sunday 8/13/2012 rolls around. Our techinican shows up on time (hallelujah!!). Lloyd, our technician, is the first Verizon Fios representative who's on top of his stuff. He quickly deduces that the "serious engineering problem" was simply that the people that lived in the apartment before us did not cancel their subscription. Therefore, they were taking up the "port" we needed for service. Lloyd does his job, and in under 2.5 hours. We have TV and internet, but no phone because Lloyd's technical support needs to do some things on their end.
    So the tally at the end of this awful expereience:
    1) 10+ hours of calling customer service, tech support, fiber optic installation, sales, and "elite" customer service.
    2) Over 5 hours of wait time.
    3) Spoke with 12-15 representatives with 3-4 different stories for my problem.
    4) Complete failure of communication from Fios.
    5) TV and internet installed 2 days late
    6) Phone still uninstalled
    7) Too many lies to count
    I am debating if I should just switch at this point, but I'm not sure if Verizon will penalize me (like they haven't done enough already!) . Anyone know if there's a grace period at which to cancel without penalty? Also Moderators, can you please have someone from your "super duper elite" customer service call me cause this issue is still not resolves and I still need to file a formal complaint either with your corporate office or my state business bureau.
    Exhausted,
    Mike

    Since we haven't heard back from you or have received a form submission as requested in your private support case, it appears assistance is no longer required. If you need any future help with your Verizon service, please make a post here on the forums so we can assist.
    Anthony_VZ
    **If someones post has helped you, please acknowledge their assistance by clicking the red thumbs up button to give them Kudos. If you are the original poster and any response gave you your answer, please mark the post that had the answer as the solution**
    Notice: Content posted by Verizon employees is meant to be informational and does not supersede or change the Verizon Forums User Guidelines or Terms or Service, or your Customer Agreement Terms and Conditions or plan

Maybe you are looking for