Rude Customer Services AGAIN!

Hi Everyone,
Not sure what everyone's expereince is with customer services but today another argument and poor service from BT to the point of not wanting to be a BT customer ANYMORE! This is not exceptable behaviour from anyone no matter BT customer services. Can i get someone from a UK based customer service team contact me ASAP please.
Thanks
Mark

Hi Rockyuk,
Welcome to the community forum and thanks for posting!
Sorry that you've had a poor experience. Send us over your details and we'll get you sorted from here. Click on my username and under the "about me" section of my profile you'll see the link to get in touch with us.
Cheers
Robbie
BTCare Community Mod
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Similar Messages

Adobe customer service AGAIN......

I am incredibly disappointed in Adobe customer service... I don't know where they've outsourced it to,
but I FERVENTLY hope some company will come up with comparable, competing software 'cause I'll
switch in a heartbeat.
Most recent example:
Received Elements 6 from wife several months ago. Installed on desktop. Worked fine.
Installed on laptop. Worked FINE.....
Recently replaced disk on laptop.
Laptop complained and wanted me to RE-activate. Activation failed.
Called activation person. Wasted 15 minutes, was told serial was invalid.
THIS IS THE SERIAL NUMBER ALREADY IN ELEMENTS THAT'S BEEN WORKING FOR MONTHS.
Was transfered to technical support "WHERE THEY'LL FIX THE PROBLEM"...... Wait for extended period
on phone and get another person.... Who goes through same process and eventually tells me serial
number is invalid.
THEN tells me she'll transfer me to customer service where "THEY'LL FIX THE PROBLEM"... Another
extended wait on hold and another person from "customer service" comes on and goes through the
same bunch of questions FOR THE THIRD TIME........
And comes back and tells me the serial number is "invalid"..... Now REMEMBER, this is exactly the same
serial that's on the desktop and has been working on the laptop for months - I'm NOT ENTERING IT, IT'S
COMING UP WHEN IT DEMANDS IT BE REACTIVATED.........
AND, tells me if I want a new serial number I'll have to send them the invoice from where the software was
purchased... So essentially, Adobe's stance is that we're apparently all liars and cheats, and they don't
care that the software is already working on one machine and has been working on the other... Sure
hope my wife kept the invoice.....
I'll use the term "dsappointed" since I'm sure we're not supposed to get vulgar in here...

Apparently there are many of us in the same boat.
I imagine that most people just give up trying and resign themselves to whatever fate Customer Support decides is best for each of us. Although there are a few here voicing their disgust and frustration I suspect that there are many more who aren't able to find this forum, or other outlets, simply because they aren't familiar enough with the Internet, search, and forum processes to even find this let alone post.
Here's my story.
Paul g Wiegman
< personal info removed by forum host >
Adobe Customer ID number: < removed by forum host >
Regarding: Photoshop CS4 software exchange.
Case # 0202119921
DATE \@ "dddd, MMMM d, yyyy" Wednesday, June 24, 2009
On April 29, 2009 I ordered (Transaction # #< removed by forum host >), from Adobe Systems an upgrade of Photoshop from CS3 (Registered SN 1< removed by forum host >) The payment was made via Paypal (Transaction ID: < removed by forum host >)
These two upgrades of Photoshop were preceded by a full copy of Photoshop 7 (Registered SN < removed by forum host >) and an upgrade to PS 8 (Registered SN < removed by forum host >.
At the time of the upgrade I was working on a Dell Laptop with a Vista operating system. I was considering a switch to a Mac. Prior to the switch I researched how many of my PC applications could be transfered to the Mac and how many I would have to repurchase. A key point in my decision was my Photoshop since a new full version for the Mac would be $639.95 from B&H Photo in NY.
I got on the Adobe website and posted an inquiry via the Customer Support Portal as to an exchange of my present CS4, PC version for a new copy of CS4, Mac Version. The text of my post follows:
Tuesday, May 26, 2009 10:42:22 AM PDT
I just recently, April 29th, purchased Photoshop CS4. The transaction # was #AD002332406.
The software is running on a PC. I'm about to change from a PC to a Mac. Is it possible to disable the PC version, and exchange it
for a MAC version.
I've been a photoshop user for years and would like to be able to take advantage of the software I just purchased during this change
Thanks
Operating System: Windows Vista
Browser: Other
Printer model / driver version: Epson R1800
Video display card / driver version: NA
Scanner / driver version: NA
Type of network (server type and protocol for connection): NA
Has it ever worked? If so, what's changed? (provide comments in description field): Not Applicable
Same results with different file?: Not Applicable
I received a reply as follows:
Thursday, May 28, 2009 9:24:44 AM PDT
Hello Paul,
Thank you for contacting Adobe® Web Support for assistance with Adobe
Photoshop CS4.
I understand that you just recently purchased the Windows® version of
the software and would like to switch your software to the Mac version.
We do have a system set up to do just that but you will need to contact
our Customer Service Department to do so.
For more information on Adobe products or services please visit us at:
HYPERLINK "http://www.adobe.com/support" http://www.adobe.com/support
Kind Regards,
Evan S.
Adobe Web Support
Given this positive reply I purchased a MacBook.
On Friday May 29th I called the phone number provided. My intent was to process the exchange as promised - “We do have a system set up to do just that .....”. The system is called a “Xplat Swap”
The Customer Representative asked for my Customer Number. I provided it. She then asked for the SN of my recently purchased copy of CS4. I provided it.
Then she asked for the SN’s of all previous copies of Photoshop I had purchased, including the original Full Version. I didn’t have any of that data on hand. That was software that I wasn’t using, had removed from my computer, and had disabled those versions.
She then told me that without the old SN’s she wouldn’t be able to process the exchange. She asked if I had registered the software. I had. She checked the Adobe files and couldn’t find any record. She then suggested that that software might be registered under a different email address.
Over the past years I have changed internet providers and indeed have had to change my email address with each new provider. I wasn’t made aware at anytime during the years that I had owned and registered Adobe software that I would (1) be required at some point to provide the SN’s of all versions purchased, or (2) retain a record of the email addresses under which software was registered.
The “system to do just that” was becoming very frustrating. I asked to talk to a supervisor who could “solve the problem”.
After a long wait I was transfered. The new Customer Support Representative (CSR) asked for all the same information again. After some discussion he informed me that I had been transfered to Technical Support, they were just closing, and he couldn’t help me. With that I was transferred to another CSR..
The third CSR again asked for a long list of information that I had given previously. He listened to what I had to say and repeated that I would have to have all the necessary SN’s before the Xplat Swap could be processed.
After some discussion I was able to provide an old, unused email address. This address proved to be the one under which the previous upgrades and original full version were registered.
He then began the Xplat Swap process. His first step was to “destroy” all of the prior registrations. These were read to me because I was told that he would be sending a PDF of a “Letter of Software Destruction” (LOD). I would have to print the LOD, fill in the various items including all of the former SN’s, and sign the document. Then the signed copy needed to be scanned, made into a new PDF, and emailed back to an address given. He admonished me that this needed to be done “within” 48 hours or the case would close.
All of the above took nearly 4 hours.
The next day, Saturday, May 30th, I printed the LOD, filled out the form, signed the copy, scanned it, made it into a PDF and emailed it back to the address provided. I was sent an acknowledgement (KMM10907345I51L0KM) that the email had been received.
Then, on June 1st I received an email from Adobe. It noted that my case had been updated. It also had another copy of the blank LOD. I responded by sending another copy of the completed LOD.
I regularly checked the Customer Support Portal (CSP) for updates. There were none. I had been admonished that “I needed to reply in 48 hours of the case would be closed” and was concerned that I was hearing nothing in return.
After posting messages on the CSP, none of which elicited a response, the process was becoming very frustrating.
Monday, June 15th I again called Customer Support. After being on hold for 1/2 hour I got a CSR. She told me that Adobe didn’t have my LOD. I told her that I had sent it several times via both the email address provided, and the CSP. Her response was simply that “Adobe didn’t have my LOD.”
I asked for a supervisor and was transfered.
The new CSR told me the same thing, that “Adobe didn’t have my LOD” and that without that the case couldn’t be processed. I explained that I had sent it multiple times. After he explained the same thing over and over I asked if he had access to the email. He said he did. I then sent a short message and attached a copy of the LOD. He said he saw the message but didn’t see the attachment.
I suggested that there might be a problem with the email system and was there another way to get the LOD to them, or might I have an improper file name, or could he suggest another solution. The reply was simply that “Adobe didn’t have my LOD” and without that the Xplat Swap couldn’t be made.
There was no attempt to solve an obvious problem and no concern for my frustration as a customer who was without critical software - I’m a freelance photographer.
I sent the LOD once more via the CSP.
On 16 June I sent a letter to the Adobe corporate office in San Jose, CA, to the attention of Customer Service. The letter outlined the situation above. To date - 24 June - I’ve had no reply. Also to date - the case on the CSP remains as “Pending Adobe Response”.
It has been nearly a month since this process has started. What appeared to be a simple exchange of software which was purchased and registered has become a very difficult and frustrating experience. Adobe Customer Service has been slow, unresponsive and at times rude. The problem is being placed on me and it has been suggested that I’m not actually sending the LOD and until I do so the exchange will not take place.
To add to the problem, when I check my account on the Adobe website the present copy of CS4 which I purchased in April in no longer registered. I do have the option of using that software on my MacBook under a program which emulates Windows, but since the software was “destroyed” by the Adobe CSR during the first call, I can’t use software that I purchased less than two months ago!
I can only imagine that if I did decide to go back to my PC to use Photoshop and tried to install the periodic updates that are part of the purchased software package that I would be rejected, again because the Adobe representative cancel my registration before the new software was sent.
At this point I’m at a complete loss to know how to solve the problem.
Sincerely,
Paul g Wiegman
My present efforts have been to contact the BBB in San Jose, CA and file a complaint as well as talk to the "Consumer Advocate" with the local newspaper here in Pittsburgh, PA. We'll see what that brings.
Meanwhile, the Customer Support Portal continues to read "Reply pending from Adobe".

Incredibly Rude Customer Service

I needed to contact customer service/tech support yesterday as my speed had been optimized incredibly low. This has happened several times in the past year and I start with the online chat help who then passes it on to a supervisor who calls a short time later. While having to do this once in a while to have it reset is a hassle, the person I deal with has always apologized, run the usual tests for line stability, then resets the ASSIA optimizer. 20 or 30 minutes usually and the problem is fixed and all is good until the next time the optimizer has a hiccup.
Yesterday was a very different experience. I did the online chat and it was passed on to the next person who then called as usual. I could not understand the name of the person I spoke to. The person I was speaking with started off right away making it sound like I was annoying him and every response I got was to the effect that he did not want to help.
I gave the explanation I've given a half dozen times since the optimization problem started, using the particular terms so that what I was explaining wasn't to be confused for another type of issue, and so that it could be helpful to him and fixing the issue without the usual long list of steps and questions. It isn't my job to be helpful to him, but I knew it would save a lot of time.
Ignoring everything I had said to him, he proceeded to say that while my speed was low at 1054 kbps, it was within the acceptable range and that my line couldn't get higher anyway. I explained the last four years it has been at 3360 and only recently were the optimization problems happening. This is when it went down hill because he basically accused me of lying, saying that the line wasn't able to reach that speed and that while slow speeds were inconvenient, it's within the guidelines of the package I pay $45 a month for (that new customers get at $29 with a high end of 15mb instead of 3 that I have on my bill).
At this point he began to repeat that it was within the range of speeds I had agreed to and that nothing was wrong with it. That put me in to a bit of repeating that it had happened many times in the last year and that the ASSIA optimizer just needed to be reset and we'd be done. He wouldn't acknowledge anything I was saying, even when I asked if the account information showed those previous dealings. He started to cut me off and talk over me, repeating again and again that it was within the range.
I have never had to raise my voice or yell at someone over the phone before, but in this incident, I had to just so that I could be heard over him because he was practically yelling at me repeating that same line about the speed. I finally got him to stop and I asked point blank, "You know what the issue is since it has happened before, you know how to fix it, and you're just not willing to?" He pretty shockingly said yes. So here is a customer service agent, telling a customer, that he has the ability to fix the problem, but won't, because he doesn't have to since the speed was within a specific range. Needless to say he went back to repeating himself again and I had to yell some more to get him to stop.
At this point the optimization could have been reset, done with, and we would have been off the phone instead of 15 minutes in and making me so upset by telling me that he won't fix it because he doesn't have to. I asked several more times to make it clear that he was indeed saying just that. Finally he put me on hold. About 10 minutes later, he came back on and told me to check the speed. Low and behold it was back to normal.
There were very few words after that from him, and what was said was in a very rude tone asking if I had any other problems. I wanted off the phone with the guy or I would have asked to speak to his supervisor right then. I was so upset and my friend who was over looked completely shocked because of how I had to yell at the man just to get him to listen to something I was saying to try and help him not be on the phone for forever.
His admitting that he could have fixed it, but wouldn't because it was "in the range" was ridiculous. Telling me I never had the speed I've had for years, was basically calling me a liar. Amazing how that's the speed that came up when he finally did what I had been saying the entire time that he was refusing to do.
Considering this has happened many times this past year, I'm now dreading the next time it happens. Even armed with margin and line attenuation numbers to prove that I should be receiving the highest speed I'm paying for (again, capped at 3mb when people paying way less get 15mb) and what certaintly must be an account history showing him what was done before, his attitude was completely unacceptable.
Acknowledging that he could fix it, then refusing to do so only on the basis that the speed I was getting was barely good enough. Even though it could be fixed. I just don't understand how he thought that was the way to handle the situation, then making it worse by talking so loudly over me that I was forced to yell. I've never yelled at someone on the phone, but it was the only option when he was blatantly trying to ignore what I had to say, which he ended up doing (to the desired effect) anyway.
While the options where I currently live aren't great, I'm looking for new service even if it costs more having to go with satellite because that was utterly ridiculous and I refuse to be treated like that by a company I've had service with at this house alone for almost 5 years, and many years prior at my previous residence.

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

Rude customer service/phone disconnected the

Hello,
To whom it may concern. I got off work today at 2pm out to call AT&T to set up a payment arrangement as I do quite often. I have been a very satisfied customer up until today. I learn that my service was interrupted. I call and spoke to a representative, to ask if I can make a $100 payment today and pay the remaining on Friday (Payday!). This company has ALWAYS worked with me with arrangements in the past... ALWAYS! And I have NEVER missed a payment arrangement. I have a mother with CANCER that I help take care of with taking her to her Chemotherapy treatments etc. she is very weak with her illness, and needs to contact me with rides to appts. All I ask is for FOUR (4) more days and my acct will be up to date and paid in Full! The Rep was very RUDE and said yes you been an outstanding long time customer BUT no arrangements can be made after interruption. I can NOT have my phone out for any reasons whe working. As soon as I got off work I immediately went toy car to call AT&T for arrangements, only to find out I have NO SERVICE! You would think this company would understand. Instead of taking a partial payment and getting the rest in four days..... This company would rather a long time outstanding customer go without her phone to take care of her mother who has Chemotherapy treatments!?? I mean Really?? This is really SAD and I have NO MORE respect for a company that would rather turn off service for a past due balance of $250. I'm feelings are hurt! I feel very disrespect with talking to the customer service rep. At least show compassion..... Is it really worth losing a "Outstanding LONG TIME" customer that has a mother with CANCER!?? I assured the rep that the acct would be paid in four days! FOUR DAYS! I NO LONGER have
RESPECT for this company. The one time I really need this company to understand..... They could care less! And that is AWFUL service on your behalf

Hey
I’m sorry to hear of your mother’s condition, truly. I’d also like to apologize for the experience you have had with our support representatives.
I can confirm that payment arrangements are an option which may not always be available, due to several factors such as payment history, account status etc. Once service has been interrupted for non-payment, an arrangement cannot be made as it must be set up prior to the due date. We would like to look into this to see what we can do to help. Can you please send me a private message by Clicking Here and include the following information?
Full name
Cell number
Alternate Contact Number
Best time to reach you
Thanks,
Charise

The Worst Customer Service of My Life and Why I Will Never Shop at Best Buy Again

This afternoon I decided I wanted to buy a Playstation 4. I discovered, while browsing Best Buy's website, an offer to trade in a PS3 Slim and controllers for $100 +$10 per controller. I took in the console, three controllers, and two games valued at $12 and $5 respectively for a total of $147 in trade in value. I knew what I was supposed to be getting when I walked in the door.
So I enter store #1155 (Charlotte-Northlake) with the intention of trading in my PS3 and accessories, for a PS4 Destiny bundle. A very simple transaction, that could have easily been handled quickly (and was later handled quickly and painlessly by GameStop). I approach the desk and encounter this lethargic looking automaton named Ashlyn. Or something like that. I explain to her what I want to do, and how much I expect to get out of the trade in. She says "Well, you'll get whatever comes up on the thingy". So I set my console, 3 controllers, 3 cords (HDMI, power, controller), and two games on the counter next to the thingy (computer) and she proceeds to test to see if the console works. She incompetently moves the device and power cord over to the plug in station/screen to see if it works. After much confusion over which plug goes in what hole (I literally watched her try to plug the power cord into the HDMI slot), they stand around trying to turn on the controllers and connect them to the console. She finally discovers she needs the controller cord and asks me for it. I look on the counter to discover that it is no longer there. So I run out to the car to see if it's there, and it isn't. I come back in, and ask her if maybe she dropped it when she picked up the power cord, and she looks at someone else and says in her best impression of an incredibly rude person, "He only brought in two cords". I told her to look on the floor, and of course she found it. So they plug everything in, everything works, great. Now punch in whatever it is you punch in on the thingy and give me my PS4. Nope. Now she has to spend 20 minutes sighing and shaking her head at the computer while repeatedly asking me if my PS3 slim "is 500 GB" to which I respond, literally every time, yes. Eventually she gets help from a distracted eastern european co-worker who asks me "How much is it?" and I say "100" to which Ashlyn replies in another fantastic impression of a terrible customer service worker "He told me it was 500". I clarified that I meant $100 and 500 GB and they proceed to shake their heads and sigh at the screen as they fail to understand what I can only assume were heiroglyphics. So at this point Ashlyn has called me a liar twice, and has not once made eye contact with me, or attempted even the most basic customer service. She finally comes to the price of $117 dollars which I say "That's not right, did you get the controllers?" Naturally she did not. But also neither of them knew how to use the heiroglyphic thingy in front of them, so finally they said "Well, we can't do it in our system, so you'll have to take $117". I said no, took my stuff, and walked out. Ashlyn is a terrible customer service "specialist" and should be quickly fired.
Part 2:
So shaking and fuming I walk out the door to my car with my console and accessories in tow, and decide to call the other Best Buy near me at Concord Mills (Store #268). So I call, explain what I went through, and the girl on the other end of the line says "Oh, some people just don't know where to find the the right thing to do it" and said I could come down there and get it taken care of. So I head down to Concord Mills with hopes of finally making my simple transaction. I get there, tell the girl at the desk what happened, she more or less ignored me, and said she had to take it in the back and test it. Fine, do your thing. She comes back, and says "Where did you see the hundred dollar thing?" so I look it up, and WHILE I'm looking it up she says "I know what deal you're talking about, but I can only give you $40 dollars because this is in poor condition" once again in what I can only assume is corporate standard "Terrible Customer Service Rep Tone". I told her that a console is still in good condition if nothing is broken and it works perfectly, and that a few scratches don't mean "poor condition", this isn't a disc. She says "I'm not marking this as good condition, all I'll give you is $40." so I angrily picked up my stuff, and walked over to the GameStop in the nearby mall. Told him what happened, he took the console, checked that it worked, gave me $140 for everything, I paid the difference for a PS4 and they sent me on my way. 15 minutes. 2 hours of rude customer service reps at Best Buy sent me to GameStop, and I will honestly never set foot in Best Buy again.
So that's my story.
{Removed per Forum Guidelines}
Charlotte, NC Resident and Former Best Buy Customer

Hello puckettsd,
My younger brother got his hands on his own PlayStation 4 a few months ago, and ever since then, I don’t think he’s talked about anything else. In fact, whenever I go to my parents’ house for a visit, I can always hear him discussing game strategy with his friends through his headset. While I’m not much of a gamer myself, I certainly understand the PS4’s appeal, so I can see why you were excited to take advantage of our Sony PS3 Slim Trade-In offer and trade up to the new console. It’s disappointing to hear that your visit didn’t go as smoothly as planned though, and I’m sorry for any frustration this caused while you tried to figure this out on your own.
With any trade-in offer, we should always be assessing the item in question to determine its condition. This is done to make sure you are getting the best offer possible. An item may fall under in four categories - Good, Fair, Poor and Substantially Impaired/Not Working (see here for descriptions). As Ashlyn wanted to figure out which category your PS3 Slim fell under, she took the time to see if your console powered on and made sure your controllers worked properly. This doesn’t explain why she may have had difficulties adding on your controllers to the promotion though. If an associate isn’t sure about how to do something within our systems, they should be asking a member of leadership for guidance. I’m sorry if oversight caused you to leave the store unsatisfied.
Having said this, I appreciate it that you were willing to provide us a second chance and visited our Concord Mills store. I can understand your frustration though if this store didn’t feel that your console met the terms of the promotion and therefore didn’t meet minimum $100.00 offer. In the terms and conditions of the trade-in offer, we do state that the console must be in good condition to qualify. I truly apologize for this discrepancy. Regardless, I’m glad to hear that you were able to trade in your PS3 Slim for a new PS4 console, even if it wasn’t through us.
Experiences like the one you describe are never ones we like to hear, but thank you for taking the time out of your busy day to let us know about it. As a company, we realize there may be areas in need of improvement, and without feedback like yours, we wouldn’t be able to identify them properly to promote better service. Please know that I have documented your concerns as this a great opportunity for the store to learn from, and it is my hope that you give us a second chance in the near future.
Respectfully,
Alex|Social Media Specialist | Best Buy® Corporate
Private Message

Customer service issues

I am having significant issues getting u-verse installed with the rate and equipment promised when I signed up (which have record of via chat). One the day prior to installation I talked to an Esther in Customer Service in San Antonio who confirmed my appointment and guaranteed a 1TB DVR would be delivered with the installer for installation. The installer (Tracy Pickett #TP8522, super polite) came to my house on 6/17 without the 1TB DVR I was promised and the service was provisioned for neighbor’s house. That was going to double the time for installation, plus no 1TB DVR, so I told the installer I would reschedule. That day I talked with a difficult character who told me he was in "Ghalla" (India?) named James who was difficult to understand and extremely rude, but he promised me a 1TB DVR, but could not get the agreed upon month rate correct (again guaranteed in writing via chat). He told me it would be $25 more per month than agreement. He then transferred me to a Kim in Retention in Jackson, MS who got the price right, but included a $49.95 install fee with 1TB DVR. She said I was all ready and good to go, but she was going to talk to her supervisor about getting the installation fee waived and additional credits for my troubles that day and with James who she agreed was very difficult to deal with when she conversed with him. She promised a return phone call from supervisor by end of the day…13 days later, No Call. The following week I called Customer Service again and after going through several people ended up with rep named Princess in Retention in San Antonio. She was not the friendliest character telling me AT&T did not even offer a 1TB DVR and that I would need to check with DirecTV since they are the only provider that offers such equipment. I proceeded to tell her of my original chat, conversations with Esther, Kim and James as well as my installer, Tracy, all telling me a 1TB was available. While talking on phone I googled it and found it was available, but she still continued to deny availability. Finally she contacted technical support and told me it was available, but I would have to talk to the sales department. I told her I was working with her, so she contacted sales which stated I would have to take a regular DVR and then “request” a 1TB DVR after installation. I told her that was not going to happen since it was promised to me up front and what’s to say I was going to get it once service was ongoing and I was locked in. She stated she would have her supervisor, Roland, call me within one hour...still No Call. Essentially I want to switch to your product from a competitor, but your employees are making it extremely difficult. I treat each one of them with the utmost respect, but obviously it’s not reciprocal. This is my last effort to get service, if this doesn’t work out I am going to just cancel and stay with my current provider. Please help!

That the exact problem w/chat, everything gets jumbled up. ATT does have a 1TB DVR, but only for Gigapower users, no one else.
Chris
Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? PM ATT Uverse Care (all service problems)
ATT Customer Care(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

Promotional Bundle Discount - Disappointing Customer Service for the first time ever

I'm a long time Comcast customer currently on a triple bundle package. My promo discount ended and typically I can call; talk to a knowledgeable rep; and find a comparable bundle to keep my rate under $200 a month (tv, internet, phone that I use for business calls). Last week I got a "sassy" rep who was anything but helpful; reading off scripted cards; insisting that she was doing a good job and had satisfactorily helped me. I kept telling her no...I wasn't happy hearing there was NO promo available to me via the phone but I should try going to the website...well, I've spent another hour online trying to find alternatives with no luck. After reading some forum posts, I'm convinced there is NO site on comcast that offers any promo bundles for existing cusotmers that want to lower their bills. I do not need all the channels that my current plan has, but apparently if I change some things, comcast will get me for additional equipment costs so I'm sort of screwed unless we just drop everything and switch things up....I do hope someone from Comcast reaches out to help before you lose me as a customer......

I must have talked to the same rude customer service girl as you did. I was also trying to get a reduction in my bill and her response was to give back the modem that I rent and that would take $10.00 off my bill. For the last month I have had nothing but poor wifi service, having to call almost every day and have my modem reset. Well I hooked up this new modem that also includes the router on Saturday, what a nightmare that was. For more than 24 hours now my wifi has been intermittent at best. I called earlier and spent a good hour on the phone being transferred multiple times and each time having to repeat the same stuff over and over again! I have been with Comcast for more than 15 years and I think it's time for a change, tomorrow I am calling AT&T !!!

Store rep signed me up under the wrong plan and no one in customer service has fixed it in over a month

I was bait and switched. I signed up under the pretense that I was getting the promotional rate of 40gb/$150 that was scheduled to end on November 5 2014.
I walked into a Verizon wireless store on November 4th with the intent to trade in my iPhone 5s which I was offered $350 trade in value and port over 2 of my lines with T-Mobile under the Verizon promotion. Once I was approved and offered my trade in I was told that the phones I was seeking to purchase from Verizon was not in stock and needed to be ordered, and delivered separately with the iPhone 6 being shipped out November 14 and the iPhone 6+ shipped November 21. Thomas, the Verizon wireless sales representative, also informed me that for me to get the promotional rate I would have to open the account with an active line before the 5th or I wouldn't be able to get the promotional rate since the phones would be delivered past the promotional date period. The sales representative insisted I should add an iPad that was in stock at the store and I could leave the store with an active account and once my phones were delivered I would be all set to go with my promotional plan and devices. I had no need for an iPad but decided it was worth getting for the sake of the promotion.
ON November 14 I recieved via FedEx a package containing not a iPhone 6 as promised, but a iPhone 6+. I called Verizon to activate the phone that was ported to my personal phone number, and didn't have my iPhone 6 that was set to port my out of state business line and cancel service with T-Mobile on the 14th of November. To say the least I was extremely upset for which I had no means of recieving business calls from North Carolina while I live in Florida. At that point I asked the Verizon customer care representative I had on the phone to see if they could see if there was a store that had the iphone 6 I ordered in stock so that I an could have a business phone the same day. He found a store that had it in stock and it happened to be the store I originally signed up at. I was told that it was in the color and storage capacity I had originally ordered and that I could pick it up at the store to complete my purchase with Verizon. Again, for the sake of having a business line I ran to the store and spoke with Thomas and explained the mix up. upon moving forward I was informed that they had an iPhone 6 in stock with the capacity I had requested but not the same color I had ordered. At that point I didn't care I just needed a phone and proceeded to activate the phone he had in stock And ported over my business line.
After recieving a text from Verizon that I had consumed all of my data just days after I recieved my phones I called Verizon 611 from my phone and spoke to a customer care representative named Fallon, which informed me I was set up on the wrong plan and that she see's the notes that Thomas notated that I was subscribing for a 40gb plan and that she was going to send a request I D # [removed] form to make the corrections and that there was no need for me to cancel service as I was within my cancelation period, again she insisted that there was no need to cancel and that the request would be granted and she would be calling me once my billing cycle reset and the corrections were made and she would credit my account based on the promotional rate. I NEVER RECIEVED A CALL FROM FALLON! Not even to be notified that the request was denied! I came to realize later in December when I recieved a $1200 bill that this wasn't resolved. I called customer service again and spoke with a gentleman that explained the request was denied and that this will be resolved after I explained what transpired. He assured me that he was going to expedite another request and he would be in contact with me within a few hours....... I'm still waiting for his call as well!
I called again several times in the past few days and have spoken to several supervisors that promised to resolve this matter and call me back promptly........ Again, no one has called me back!
December the 8th I spoke with a supervisor named Victoria which assured me she would get this resolved within the next 24 hours and gave me her direct number to reach her if I didn't hear from her [removed], again I haven't heard from her yet and I've made several attempts to reach her at her direct line to no avail.
December the 9th I spoke with supervisor named Mike employee #[removed] in the Seattle call center, he appoligized for the mix up and that no one has called me back and that he would handle this matter and get back to me today December 10th....... Again no call..... I have spoken to 3 people today all which have made promises to call me back today within a few hours and none that have. I just got off the phone with a supervisor named Vanessa Jentfield at the Chicago call center and saw all the notations and assured me that there is no reason why this shouldn't be corrected and that she would be calling me back tonight or tomorrow. I will be sitting by the phone unless Verizon wireless decides to disconnect my service for non payment of $1200+.........
I have filed a complaint giving a detailed explanation of what has transpired with the FCC as well as the FTC, my next step is to file a small claims lawsuit tomorrow morning with the state of Florida and see if Verizon finds a way to contact me then,I guess I will just have to wait and see.
Personal information removed as required by the Verizon Wireless Terms of Service
Message was edited by: Admin Moderator

It was a good idea to file a complaint with the FCC, someone from Verizon will contact you by phone in an effort to resolve your issue. I wouldn't suggest small claims court as they have not done anything illegal, (just bad customer service) and their contract with you is usually upheld, which in this case is not for the plan you want. The person contacting you likely has a little more pull, as the call centers can only uphold the written customer agreement made.

Customer service is a joke!!!

So there seems to be nowhere to inform Adobe of
their shortcomings with the customer service provided over the
phone, so I guess this place is a good as any.
A recent online purchase was shipped to an incorrect address
of which I had previously and in person, corrected with a customer
service rep. I thought that would be the end of it. So I call up
after I realize that the product has not been delivered and I am
told that the shipping company sent it to the wrong address. So I
call the shipping Co, and they had shipped to the provided address
(from Adobe, which was the old incorrect address). So now I call
back Adobe customer service again, and go through all the BS that I
did the first time to try and "correct" this issue. After being
passed around, and told that the address is correct that Adobe was
going to send me a replacement product "gratis". Well I patiently
wait for this new product to show up and again the time passes with
no sign of the product. So here we go again and call Adobe customer
service. This time I'm told that the product was not sent due to
Adobe having no "state" location for my shipping address, (yes -
the address that I have given them now for the third time). So I
express my concern that this is such an issue, why did they not
contact me and ask for the my state, why did they not look at the
zip and figure it out? Anyway the customer service rep puts me back
on hold to try and find out "why" and then they come back and tell
me that the Adobe ordering system was "resting" over the fourth of
July long weekend and as such no . Resting - now i really had to
contain my desire to laugh. This is Adobe people!!!! Anyway I'm now
told they are generating a third order and that I am to call back
in 24hrs to get my tracking number. I asked the rep could Adobe not
send me a email confirmation with the tracking number (like every
other online merchant does) No that was no allowed by customer
service and that another Adobe department would have to handle
that. So now I'm playing the waiting game again, still no tracking
number, a third order number and I still have to contact them again
to get the information.
This is 2008 and us professionals who rely on Adobe products
to make a living are being treated like the proverbial mushrooms -
kept in the dark and fed a lot of sh#t!!!!
Thanks Adobe!

I completely agree. I cancelled my landline service last night after my service being out 3 times in the last month and being stood up by the technician yesterday. Received an automated call at 5:30pm saying they couldn't make it and rescheduling for today for an all day appt. Cause I guess none of us have to work. I called back reinforcing that the reason I had to have the appt kept is because I have an adult son with autism who has to be able to communcate with me when I am at work. It is safety issue. They told me i needed to have called by 1:30 that day. I don't think he even realized what a ridiculous statement that was since they cancelled at 5:30! Apparently there was no one in all of the company who could contact the technician and tell him to keep the appt so I cancelled servcie and went out a got a cell phone for my son. I feel your pain!

HSI: Customer Service Complaint

To Whom It May Concern,
Please let me explain my recent distasteful and horrendous experience with your services.
I had selected your company to service my internet over your competitors because of the reviews of your services and felt confident that your services were superior. I have been drastically proven wrong, and have subsequently gone with TIME WARNER to service my internet and cable. Your company highly lacks in customer service and general customer experience - I am horrified.
Setup - This is where the disappointing experience began. Upon submitting my initial request for high speed internet online, I was informed via email that I needed to call Verizon to provide verification of my credit. I called the credit department, and was subsequently transferred in a circle of 5 different individuals, credit, sales, dispatch, sales, and finally credit again due to an 'anomaly' with my order. After the initial 30 minutes on the phone I was told to re-input my order online, and stayed on the phone while doing so. This 2nd order failed to go through due to a 'system issue' and so a 3rd order was entered and after an hour on the phone I was finally assured that my order had gone through successfully. The customer representative advised there was no way for them to cancel the other 2 pending orders and to just let them sit and they would eventually expire due to the pending credit verification. Excuse me??? I subsequently got bombarded with chasing emails from Verizon on these orders.
Phone Jack Installation - Unfortunately my new apartment did not have a phone jack and so I called Verizon to arrange an installation. Over the phone I was informed that a technician would come to install a phone jack for a charge of $95 on Monday 11th August, and that I would receive a phone call 30 minutes prior to the technicians arrival. Monday came and went without a phone call. Upon checking online I was surprised to see there was a technician arranged for the next day, Tuesday 12th August between 8am-12pm. I made a series of last minute work arrangements to ensure I could take this time off work to allow the installation to go ahead. After waiting home for the entire 4 hour period, again no phone call, and no-one turned up. Later that day I called Verizon customer service again, and again was informed there was an issue with my order. There was no clear explanation given other than yet another 'system issue'. When I asked to re-arrange the phone jack installation for later the week, I was told the only available slot was in September! After the experience I had to date I was shocked to find out there was no option to expediate my order with dispatch either.
You can be assured that I will be sharing this experience via social media, all NYC media outlets and you can be sure that I will be in contact with my lawyer to discuss the legality of your incompetance.
IN ADDITION, I am in current contact with the better business bureau in regards to this horrifying customer service experience.
At an absolute minimum I would expect your company to offer some compensation for the 1/2 day I took off work, only to find that there never would be a representative come for installation. I would like to be 100% compensated for this order and all of my trouble.
Please contact me on how this can be resolved.
Regards,
{edited for privacy}

Just a friendly reminder, this is a forum where users help other users. It looks like your issue may require a Verizon representative to review your account details. Please visit our Support page for a variety of ways to contact Verizon, including “Ask Verizon,” our virtual chat agent, and customer support phone numbers.

Who do I contact to file a complaint about wifi on my new IPhone5 and poor customer service at the Apple Store in Leawood, KS

I am having problems connecting to wifi at home with my new IPhone 5. I got it replaced today at the Apple Store after dealing with a rude customer service person yesterday and today. They simply would not listen to me explain all the troubleshooting I have done. I also have an Apple Airport Extreme base station router, Macbook Air, two IPads, IMac and my husband's IPhone 5 on this wifi system with no problems. After talking to Apple Care yesterday, they told me to go to the store today to exchange my phone. The customer service person argued with me that I would have the same problems even if I exchanged the phone. This has been a very frustrating experience and after being a loyal "Apple" geek for many years, I'm seriously thinking about returning my IPhone 5 and getting a Samsung Galaxy S3! This is totally unacceptable! Tech support at Apple Care was great yesterday and that person actually listened to me unlike the two individuals at the Apple Store in Leawood, KS. How do I file a complaint about the hassles at the Apple Store?

Talk to the store manager.
Regards.

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!"

Customer service sucks

Since 2007 I have been a loyal Verizon Wireless customer. On September 3, 2011, a friend of mine told me that she had called but someone who she did not know answered. When asked if she had somehow misdialed the number she said that she dialed from her contacts list which she had used before. I thought then that it could have been a technical error.
She called me later and told me that the person who answered spoke Spanish. When she asked him for his number he gave her the same number as mine. I have had the same number since I first started with Verizon in 2007. He had told her that he activated a new line with PagePlus on September 2, 2011. My friend suggested that I should call Verizon customer service.
I contacted Verizon Customer Service and explained the situation to the representative. When the rep called my number to verify the problem, the first call was directed to me. However when the rep called a second time the call was directed to the other person who had the same number as mine. I have no idea what the representative said to him, but when she call me she said that she didn't know what happened to my account. She said since she couldn't speak Spanish and communicate with the other person, the problem couldn't be resolved.
I asked if there was Spanish speaking rep who could call the other person who had my number and converse with him in Spanish. Since the phone calls weren't directed to me, we assumed it was directed to the other person. He didn't answer any of the rep's calls. The representative suggested that I should change my number. I told her that this was my number since 2007 and I did not want to change it since too many people know this as my number.
In another attempt to resolve this problem, I went to the Verizon store at Western & 7th. I explained the situation again. They called my number, but again it was directed to the other person who had my number. The rep spoke with him, but since the rep couldn't speak Spanish, he called customer service. They dialed my number, but this time it was directed to me. They couldn't see what the problem was and didn't believe me or the rep at the Verizon store.
Again in an attempt to resolve this problem, I went to the Verizon store located at 3785 Wilshire Blvd, Store #570701 And again I explained the situation that someone else had the same number as me and that I couldn't get the problem resolved from Verizon.
The reps at the store called technical support who transferred me to a Korean interpreter. I explained the full story again and the interpreter said she checked my account but couldn't find any problem. I told her to check my call history and see that I had called several times about this problem. I asked her to call me to confirm what the problem could be.
She called and the first call was directed to me. I asked her to try again since calls sometimes get directed to me and at other times are directed to the other person. When she tried again my phone didn't ring but there was an indication that a mobile phone was ringing, however the other person didn't answer. I told the rep that I didn't get that call since my phone didn't ring. I suggested that since my phone didn't ring, the call must have been directed to the other person who probably didn't answer the call.
The rep didn't believe this to be the case, however she did not offer an explanation what had happened.
I explained that if the call didn't go to the other person who had the same number, how can she explain my phone not ringing. She just said she didn't know. I asked for her to call several more times until the other person answered, but she said she couldn't do it without offering any further explanation why she wouldn't. I asked to speak with her supervisor and again I had to explain the full story. I pleaded with them to again call my number to try to resolve this problem. The supervisor firmly said, "no". I asked how they could resolve this if they would't make a phone call to see what the problem was that someone else had my mobile number. He told me that my friend and I must have been misdialing the number. I replied that
while it's possible that it could happen, it would be inconceivable that this would be done repeatedly, especially since my friends have my number either on speed dial or on a contact list.
I asked them to check my call history and see what the first representative knew. he said that he couldn't call the first rep but that he could email her. I asked why not email her now, but he told me that the first rep was most likely finished for the day. However he could have sent it anyway and have her response by the next day, but he didn't appear to be willing to help me resolve the problem. After speaking with them for about 4 hours, I got the impression that either they didn't want to resolve my problem or they didn't care. I felt that these representatives lacked professional courtesy to help your customer. What kind of customer service is this? I hung up the phone frustrated again and with no help from Verizon.
I called my own number and the person who also had the same number as mine answered. The store manager ask him when he got the phone number, where and what phone provider he used. He told that he activated his mobile line from PagePlus on September 2nd. Since he understood the situation he told me that he was going to go back and get his number changed ASAP.
On September 5th, I sent an email to Verizon and they sent an instant email saying they would reply to me within 24 hours, as of the date of this letter I have not yet receive anything from Verizon.
On September 6th, I called customer service again and explained the situation and the rep said they would need to connect in technical support and asked me to hold, but I was disconnected.
I've dealt with this issue for several hours on the phone with numerous Verizon reps and went to several Verizon stores and received no help nor any resolution from them. I had to resolved this issue myself without any assistance from Verizon. I am frustrated that Verizon charges for their service and when there is any problem not of the customer's making the Verizon reps and service personnel lack professional courtesy and fail to show the customer any respect. How I was treated by Verizon's Customer Service and Verizon's representatives is totally unconscionable, totally lacking in compassion and professionalism.
I hope that Verizon will try to resolve your personnel's lack of professionalism and treat your customers with the respect that they deserve, there are other providers that we can go to for our mobile service.
Thank you for your time.

I have had no phone for 4 days. WHAT AM I SUPPOSED TO DO?
I wish I never changed to Verizon. I never had the problems I have had with them when I was with Comcast. AND if I needed to talk to someone at Comcast, I always got a person...a REAL LIVE PERSON!
I thought Verizon was supposed to be wonderful. Well...Fios TV is awful and now, I do not have a phone in my house, because I have no dial tone. I tried calling Verizon on Sunday, waited 45 minutes before hanging up without anyone ever answering. I was never told they were not open, so I just have to assume they were. I tried chat then and now and it's not available. I'm not going to waste anymore of my mobile phone minutes on this crap.
I plan on having Comcast pay my early termination fee and going back to a company that stands behind it's service. Why did I ever switch????????????????

I can't believe the customer service

I was with at&t for years and I left because I thought it would be cheaper through verizon. I was soooo wrong and if I had known that I would converse with someone like Kenya a manager from verizon finance is extremely rude.I tried to talk with her and she plowed over me like what I was saying was of no value to her. I have been in customer service for 10 years plus although I am a customer I know how I have to maintain professionalism and being pleasant with my customers. If I would have known this was the kind of business that they put forward I would have stayed with at&t. I am going to look into it when my contract is up this with verizon. Although at the end of the day I spoke with diane from customer service who was a breath of fresh air after speaking to Kenya who was extremely RUDE and I pitty the next person who has to speak with that PMS queen on a power trip.....

Krystal78, I'm very sorry to hear that you received rude customer service from one of our financial service managers. I certainly don't want you to feel this type of behavior is at all acceptable. We strive to have excellent customer service so that our customers know they are appreciated. I'm glad you were able to receive excellent service from Diane the next day, and this is the type of customer service you should expect from Verizon Wireless. Please let me know if there is anything else I can assist you with.
MarquiaF_VZW
Follow us on Twitter @VZWSupport

Paying the price for faulty customer service

We were given faulty information by multiple customer service reps and store reps and now we have to pay almost $200. How is that fair? Our daughter got married and moved to an area where she could not get any data service and spotty talk service. She called Verizon a month before she moved to tell them of the poor coverage area she was moving to and was told that the cancellation fee would be waived if that was the case. During the next few weeks we were in two different Verizon retailers and asked about it and they said the same thing. We called customer service again the day before she switched carriers and were told that he could not waive any potential fee for us at that time and to wait until after she switched and that if a cancellation fee showed up on our bill we could call at that time and dispute it. NOW, a month later, we have the cancellation fee on our bill and I called in and was told that we should have called tech support to have them verify the spotty coverage before she changed carriers and now it is too late to do anything about it. NOTHING was said about that before and we were even told to wait and then dispute it. We have been Verizon customers for several years, have 4 lines with them and was about to add a fifth, but now we are rethinking our service with Verizon and will be checking into other alternatives.

Mandy1695 wrote:
even if you preview the song it only plays 30 seconds of a song
You mean if you preview it. My previews are 90 seconds.
Is iTunes up to date? (10.6.3)
Redownload the songs -> http://support.apple.com/kb/HT2519

Rude Customer Services AGAIN!

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