Serious and rapidly increasing Customer Service Failures...

I have been a "Mercedes Plan/Equipment" user, since April, 2002.
I live in a rural area (Southeastern WA State), and the regional carrier was highly inadequate. I found Verizon to be a superior alternative.
My experience, led many of my fellow citizens (all 500) of us, to purchase Verizon service and phones.
Personally, my "problems" did not begin; until I moved to Whidbey Island, WA, in late 2005. I explored "plan options," with help from several CSP's, and my son in-law...who sold me the plan (he owned his own, independent store at the time).
Shortly after, I assume (I should have personally monitored my service plan more carefully, rather than trusting that Verizon would keep me advised of plan changes and new, improved plans...back when plans "got better; as opposed to worse!") several less expensive programs became available, to accommodate my needs. Believe it or not, I was paying nearly $500/month?!
Fortunately, in a "routine" call about reception problems, my CSP was SHOCKED to see what I was paying, versus what I was "using." She determined I had paid approximately $242/mo. more than necessary...for 13 months!! Yes, I feel quite the fool...
Verizon was unapologetic; but the CSP FOUGHT to get me at least one month's refund. Sigh...nearly $3000 into the funding of a rapidly deteriorating entity?!
Well, other than some incredibly helpful company store employees (who have become less and less able to assist?!), my "Verizon Experience" has progressively deteriorated into "Verizon Inexperience/Poor experience/Incompetence/Nightmare and FRUSTRATION!"
Anyone else "feel the pain," and sad to see the decline of this (unfortunately) near "monopolistic" entity?
Sigh, if only another carrier provided as strong a coverage map...with caring and competent customer service and support!!
I returned to my "little farm community" in mid-2009; where many of the people I had "sold" on Verizon, sought to "wring my neck!"
Verizon, in order to accommodate "commuter students and faculty" from several institutions of higher education in our area; put in a new, very powerful tower (primarily for data service) about 10 miles east of town.
This has DESTROYED voice service in our community. The good news is, data is actually quite good?!
Verizon has promised a solution (many of us complained...and continue to do so) and have been repeatedly "promised" a solution for 3.5 years.
It seems, since the wavelength for voice is shorter, it is more easily disrupted by obstacles; even weather.
Our phones, first seek a Verizon tower, then switch to a "roaming" tower, if the signal is poor. Unfortunately, just a minor movement of the phone can initiate this action...resulting in the phone becoming confused and dropping the call, or so badly degrading the transmission, it can't be understood.
Last week, in a conversation with a CSP; re, a different issue; I brought up the idea that Verizon should give us all "signal boosters." He kept reiterating I could buy one for $250, so I hung up!
This morning, I checked my Gmail Spam (not sure why I did?)...and discovered to emails from Verizon, sent to MULTIPLE email addresses(??), and regarding a phone number and RIDICULOUS amount of dollars paid on somebody's account?!
The emails appear to be 100% legit.
I am concerned that Verizon e-statements have been "hacked?!?!"
Gmail assures me, my account has not been "hacked."
I am enclosing a copy of the "SPAM" e-mail I received this morning; but with all references to multiple e-mails REMOVED.
PLEASE BE AWARE and VIGILANT!
This morning, I sent an "incensed" e-mail to Verizon...it might explain a bit more (it does NOT even include all the inconveniences) about my frustration.
Any suggestions would be appreciated.
I am forwarding a copy of the e-mail, and a detailed list of problems to both the FCC and the FTC. It has been suggested that I acquire the services of an attorney...either as an individual, or perhaps, on behalf of the community.
Here is a copy of the e-mail, sent this morning:
{The continued demise of Verizon service, and increasing general incompetence; continue to amaze and frustrate.
Voice service from my home and hometown was "destroyed" in 2009, by a newly installed tower. Promises to repair have been bogus...most recently, a supposed agreement to add a translator or such, to local Inland Cell. tower. HAH!
I pay late every month...as part of my "protest."
Two years ago, YOU switched ownership of my plan; to a person that DID NOT EVEN EXIST! The "Carline *******" was close to that of my then 74 year-old sister, "Carolyn *******." In the process of solving the problem; the original call was "dropped" SIX TIMES! I had to get "Carolyn" on conference call (frightening and confusing her)...to get the account (opened under my name and Social Sec. number in 2002), switched back to me?! The inconvenience was increased, by having to create a BRAND NEW ACCOUNT and new billing cycle.
Last week, I noticed my brother, "Lester *****" has his phone, 509.951.****, STILL LISTED AS "CARLINE *******?!" A phone adviser promised to fix it; but as of yesterday (i reviewed my online statement) it appeared unchanged? I also told the poor young "pawn," Verizon should provide all local customers with free "signal boosters." Yeah, right! He continued to "recite his script;" about my "buying one"...so I hung-up on him.
Back in 2006, a phone adviser, identified that I had been sold the wrong plan...and had paid approx. $242/mo. too much, for 13 months?!
She was able to get me a refund of just "ONE MONTH." Thanks MUCH!
Today, I received in my SPAM Gmail (which I by chance checked); two e-mails from what appears to be Verizon? A "late notice," and a "notice of payment;" both sent to MULTIPLE ADDRESSES, and identifying the last four digits of a phone number I DO NOT RECOGNIZE. I am so sorry to be STUCK WITH VERIZON... THIS EMAIL, THE SPAM will all go to the FCC.
YOU'RE PATHETIC!!
Joseph A. *****}
509.951.****
If there are many of you out there, with similar struggles; perhaps we should "unite and fight?!"
Thanks,
why?777

Just to add to the mix.
We were told today that the wayleaves team had written to 1 of our neighbours asking for permissions and that they were awaiting their response. I have spoken to the neighbour in question (he works away from the poperty) and he has said that he has sent 2 replies already so where have they gone (sat on someones desk no doubt)? They also said they didn't need to contact the middle property as the connection would be overhead (complete rubbish as the lines here are underground). Although, I have subsequently contacted the middle property (who also live away, it's a holiday let) who have told me that they have received a letter from BT asking for their permission and they replied in earnest, and BT have replied to their reply acknowledging thier reply and sending them a cheque of £25 compensation.
Basically no one knows what is going on, and I don't know what to do....

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IPhone 4 Display woes and no Apple customer service from Apple.

Just purchased 2 iPhone 4s yesterday and get home and they both have developed a yellowish tint in the corner. I then noticed on my phone a dark blob in the middle. All in addition to the iphone having to require me to buy the bumpers that I don't want.
I have called Apple, the store doesn't have any. Called customer care, they want me to pay $30 per phone to ship them back and wait a week. I have no house phone so I cannot be without a phone. I don't have a credit card so I cannot afford to have them draft my funds. I just bought 2 64 3g iPads and so I'm very frustrated.
Does anyone have any other suggestions as to what I should do other than return the phones back to the store and go with another provider?
I love Apple, but this is just silly.

SaTownTexan wrote:
Verizon has this thing going on where if you start a new contract you can buy one droid get one free. I'm canceling my at&t service and the cancelation fee will pay for itself by the end of the year. Updating my 3gs to iOS4 turned my phone into a paperweight, i made a mac genius appointment via tech support after being walked through the "recovery" process on my iphone, which would lock up my entire computer. when I get to the store they tell me that sometimes "appointments made via tech support will sometimes get dropped" they weren't able to "fit me in" until five hours later.
Get used to awful tech support and costumer service if you stay with at&t/apple
Funny how they have to give Droids away to get people signed up, yet even w/ known issues iPhones are still the ones people want to own. Personally I had a yellow screen iPhone. The local store exchanged it for me, no prob. Took about 5 min. I can't imagine getting better customer service at Verizon. In fact I know you can't from personal experience.

Extremely Frustrated with Purchase and Lack of Customer Service

I purchased an LG TV on 10/10 for $679.99 10/10, a week later I saw that Dell had the same television for $479. I called to Best Buy customer service and tried to price match. The man that I spoke with said no problem and that he would forward this request to the appropriate department and that I would see the difference refunded in 7-10 business days. Well 3 weeks went by and I had not received any type of refund. I then had to switch banks due to other unforseen circumstances. I have been trying to get the refund to either my new account or in the form of a gift card. I went to the physical store I purchased the TV at and after about an hour they told me that I just had to call 1800BESTBUY. Well I have been on the phone with them 4 separate times all being told different things. The first lady was actually very helpful, was on the phone for about 45 minutes and then the call dropped after we were finally getting somewhere and I never received a call back. So I called you guys back and after a ridiculous hold time someone just told me that I would have to wait 72 hours for some sort of resolution and I have no idea what the hell is going on now. I am currently talking with someone right now and she just keeps putting me back on hold trying to figure out what the hell is going on. I am just fed up listening to the holiday hold music and need something done about this immediately. Whether it be a refund to my new bank account or a refund in the form of a gift card, I do not care because it will just be spent on Christmas gifts from Best Buy either way. I am just so sick of wasting my time being on hold on 4 separate phone calls, each long with no resolution whatsoever. If it could expedite anything the case number I have received is {removed per forum guidelines}.
Robert {removed per forum guidelines}

Hi rmpagejr3,
I'm so sorry you've had to spend so much time and effort on your price match request; it is certainly not intended to be such a chore for our customers. I was glad to see that Heidi from our Facebook team reached out to you last week. Please let her know if you require any further assistance.
Regards,
Elizabeth|Social Media Supervisor|Best Buy® Corporate
Private Message

Misrepresentation by Verizon - and lack of "Customer Service"

I have tried to follow the "proper channels" and no one seems to care - so here is the letter I sent to the "Correspondence Team" minus my personal information.
Verizon Wireless
Attn: Correspondence Team
P.O. Box 5029
Wallingford, CN 06492
To Whom It May Concern,
First, please know, we have been loyal customers with Verizon for approximately 8 years; and, up until this point in time, we have been pleased with our service provided by Verizon Wireless. With this timespan of provided service, I am estimating that we have spent in excess of $15,000 with your company.
We have two children in college, and with their urging, we recently decided to upgrade our phones to the smart phone technology. For years, we had been satisfied with our antiquated flip-phones. This is where our nightmare began. On March 31st, we saw an advertisement for Verizon that you were offering a new plan for the amount of $160.00 per month with unlimited text, talk, and 10GB of data – with a buy one get one free Samsung Galaxy S4 phone. We attempted to explore this offer on-line; however, your website was not working. We then saw an advertisement on your website for a phone number to call about the “Edge Program.” We called the number and were connected with Charles Brown. He was eager to assist us with our needs. I do not have his employee number; however, his phone number is (888) 924-7934 ext. 8486.
For about the next 2 hours, Mr. Brown discussed the plan with us and assured us that this was the plan that would be the most beneficial. The new plan would provide the unlimited text, talk, 10 GB of data and 4 new smart phones. During this time, he assured us that our bill would be no more than $175.00 per month for both the service plan and the phones. He stated that we were up for renewal on several of our phones and we would receive rebates on each of these phones. He continued to assure us that with our initial deposit on the phones and with the rebates, our total bill would not be more than $175.00 per month. We signed the agreements with him continuing to assure us of this situation. The night we signed the contracts, we received 17 emails regarding our new service.
Within the next few days, we received two of the phones. The bill that arrived stated our bill would be $240.00 for these two phones. We contacted Charles and he stated: “Oh, don’t worry about that! When you have activated all 4 phones, the rebates will kick in.” It then took an addition two weeks to receive our next two phones.
We then received our next statement for the period of March 13 through April 12 for the amount of $380.00. We attempted to contact Charles with no success. We thought, well, we just activated the phones. Perhaps, these rebates have not taken effect yet. We paid $180.00 and again attempted to contact Charles. We have made these attempts numerous times to no avail. Apparently, he has made his commission and is done.
Our next bill arrived with a current charges of $278.35 with an additional past due balance of $200.04. No credits or rebates had been applied.
On May 21, 2014, I contacted Verizon Customer Service. After speaking with one lady, I asked to speak to a supervisor. I was connected with Kelli (employee number 992300). I told her of the above stated events and gave her our concerns over the fact that we had been lied to by Mr. Brown. She placed me on hold to do “a little research.” When she returned, I also inquired if all sales phone calls were recorded. She stated they were. She asked if we were offered the plan with a 2 year renewal contract and I told her that during our 2 hour conversation with Mr. Brown, that the only plan we were offered was the “Edge” program. She then offered to switch us to a 2 year renewal service plan including the phones we had received for $183.00 per month. I agreed to this verbal agreement. She then asked if we had signed the Edge contract and I stated that yes we had with the assurance from Charles that we would receive the rebates. She then retracted her offer and stated the best she could do was a 6 to 12 month credit to our account. I declined and asked her to listen to Charles Brown’s recorded conversation with us. She stated she would and stated twice that she would call us back within one hour. It is now May 25th and we have yet to hear from her.
After one and half hours passed, I called the customer service number again and after asking several times to speak with a supervisor, I was connected to Marcus (6805). He did tell me that it would take up to 72 hours to research this type of request. I stated that I thought that was reasonable; however, I was promised a return call within 1 hour. He stated he would continue to follow up on this situation.
In all honesty, I do not expect to hear from either of these representatives. I feel that I was make promises just to get me off the phone and they have no intentions of following up on my requests.
We do not wish to cancel our service with Verizon; however, we are feeling that we may have no choice in this matter. We feel we have been lied to, ignored, and unvalued as a loyal customer. I also feel that “calling customer service” would be a waste of my time and energy and would only result in further frustration and anxiety. We contacted AT&T and they have stated they would be more than thrilled to meet our telecommunication needs.
What can you do to help? Please review our multiple conversations with Mr. Brown. You will then find that our concerns of untruthful statements are legitimate. We would be more than happy to switch to the 2 year contract for $183.00 per month. If this is not available, we will be forced to switch to another service provider.
We would appreciated any further consideration of this matter and if would like additional information, please do not hesitate to contact us at our home number or respond on this forum.
Sincerely,
A Very Unhappy, and soon to be former, Customer

Although long in your post the situation was somehow messed up.
Like the AT&T plan you are alluding to the price is $160 plus taxes and fees per month in addition to the Edge Plan charges of at least $100 for the four phones ($25x4=$100) so that would be $260 plus taxes and fees. There could also be pro rata charges for partial month of service. First bill is higher in many cases.
Now if you were just going to purchase four new smart phones under a 2 year contract each there is the cost per device at subsidy say $200 each or ($200x4=$800). Plus 4 upgrade fees at $30 is $120 plus the cost of a plan you choose with shared data. So $920 plus plan say at the lowest rate share plan to be $160 plus taxes and surcharges. You would have received an invoice way over $1000.00 so you were put on the edge plan.
You were misinformed as you have to pay a cost for each device for 20 months.
You may have not heard that point in the conversation. Or it may not have been told at time of sale.
I hope the letter works out.
Good Luck

DSL service problem and lack of customer service

It is a sad day that I find myself on a Verizon Forum trying to find resolution.
About 7 days ago my DSL service dropped of to the point it felt like 1995 with dial up.
So I called Verizon , goth through the prompts and ended up talking to someone in a call center
that must have been 1/2 way around the world. Unplug the modem, plug it back in , yeah I've done
that 100 times. No luck. So they send me a new modem with promises I will be back up or near 3mbps.
Fortunately I received a call that evening from what appeared to be a technician here in Southern California,
she clicked around and said my incoming line was at 100% capacity and she then moved my "D-Slam"?
over and instantly I had 2.7 mbps. Magic happened. The new modem showed up the next day (Feb 21)
I got it going on Saturday (Feb 22) and I was cooking along at 2.8 mbps.
Then the wheels fell off on Sunday.
.35 kbps
Monday (Feb 26) 1 1/2 hour call with a customer service rep. Worthless....
He said a Verizon tech would come to my house today,Tuesday (Feb 25)
that was a Lie
I called back today, Tuesday Feb 25th, again spoke with someone 1/2 way around the world asking me to unplug
my modem again. Good Grief.......
The I am given a telephone number for the Tech Support Center. Yeah !!
45 minute hold, and I get dropped, nice....
call back
60 minute hold, dropped again.
I get it Verizon, you don't care, not a single one of your people will take ownership and correct this.
I just want what I pay for each and every month, on time. You need to provide exactly what you take my money for.

Step one: Visit http://www.giganews.com/line_info.html and post up the Traceroute the page shows, if you wish. Be aware that your non-bogan public IP Address will show up. It might shown up as the final hop (bottom-most line of the trace) might contain a hop with your IP address in it. Either remove that line or show only the first two octets. What I'm looking for is a line that mentions "ERX" in it's name towards the end. If for some reason the trace does not complete (two lines full of Stars), keep the trace route intact.
For example this what I saw when I was using Verizon
news.giganews.com
    traceroute to 71.242.*.* (71.242.*.*), 30 hops max, 60 byte packets
    1 gw1-g-vlan201.dca.giganews.com (216.196.98.4) 13 ms 13 ms 13 ms
    2 ash-bb1-link.telia.net (213.248.70.241) 39 ms 7 ms 7 ms
    3 TenGigE0-2-0-0.GW1.IAD8.ALTER.NET (63.125.125.41) 4 ms 4 ms GigabitEthernet2-0-0.GW8.IAD8.ALTER.NET (63.65.76.189) 4 ms
    4 so-7-1-0-0.PHIL-CORE-RTR1.verizon-gni.net (130.81.20.137) 6 ms 6 ms 6 ms
    5 P3-0-0.PHIL-DSL-RTR11.verizon-gni.net (130.81.13.170) 6 ms 6 ms 6 ms
    6 static-71-242-*-*.phlapa.east.verizon.net (71.242.*.*) 32 ms 32 ms 33 ms
Step two: Can you provide the Transceiver Statistics from your modem?
#3 If you don't know how to get that info:
a) What is the brand and model of your modem?
b) If you have a RJ-45 WAN port router connected to it: What is the brand and model of the RJ-45 WAN port router?
#4 If you have a RJ-45 WAN port router connected to the modem, even if you know how to get the Transceiver Statistics from the modem: What is the brand and model of the RJ-45 WAN port router?
If you are the original poster (OP) and your issue is solved, please remember to click the "Solution?" button so that others can more easily find it. If anyone has been helpful to you, please show your appreciation by clicking the "Kudos" button.

Late charge and lack of customer service

My bill was due on Dec. 27. Verizon cashed my check on Dec. 16. My January bill says I owe a $5.00 late charge.
I need Verizon to remove the late charge.
Verizon "Chat" is not working and I haven't been able to locate a phone number to call for help.
How do I get to the billing department to resolve my problem????

*611 or dial 800-922-0204. That is the number to customer service. They will be able to offered the credit.

Huge customer service failure

After more than eleven years with Verizon Wireless, I was shocked by the events of this past week.
I have a phone that a family member uses. On Saturday, he came to me and said that he was unable to text. I called techincal support. After about 30 minutes, the tech gave up, said that the phone was broken and the I had to get a new one. Luckily, I qualified for the new every two.
Sunday after church, we went to the Verizon store. I had the tech there check out the phone and he confirmed that the phone was broken. Unfortunately, the Verizon store in Reston at Spectrum Plaza had NO free phones. The cheapest was $60! I spent 90 minutes in the store and walked out no better.
I called the customer service department hoping that they could fix things and get the store to give me a free phone. No luck, but they did send me to telephone sales who sent us a free phone. (30 more minutes on the phone)
On Tuesday,the phone had not arrived and we tried to make a phone call and realized that it wasn't just broken text messaging. We could call Verizon from the phone. At this point, I realized that the phone wasn't broken, but verizon's network was. I called techincal support and after 60 minutes, my old phone was up and working.
On Wednesday, we recieved the new phone.
Today, I called to request a credit for (1) the 4 days that we had no service and (2) the 3.5 hours of my time wasted by several incompetent Verizon employees.
The representative offered me 50 minutes of additional calls on my phone which would expire in 2 months. Worthless. I spoke to a supervisor (Brian #43768). After 30 minutes on the phone, they refused to issue ANY credit to my account and Brian refused to allow me to talk to his superviser. I kept telling him that he had not resolved my issue and he eventually hung up on me.
After 11 years and over $20,000 spent, you would think that Verizon would be a little more friendly.
The only thing that I did get was permission to return the phone without a restocking fee. My two year contract is up on May 27th.

eurbani, we are sorry to learn about your experience with resolving the text messaging issue. While our commitment is to resolve the issue the first time you contact us, this can be challenging when all troubleshooting steps are done and no resolution. At times, a replacement phone would be the appropriate solution.
You are a valued customer and hope we can find a satisfying conclusion. We will be sending you a message to personally assist you further.
eurbani, we are sorry to learn about your experience with resolving the text messaging issue. While our commitment is to resolve the issue the first time you contact us, this can be challenging when all troubleshooting steps are done and no resolution. At times, a replacement phone would be the appropriate solution.
Your satisfaction is important and we understand how you feel. We will be sending you a message to personally assist you further.

False Marketing and very unhelpful Customer Service

I got an email from Best Buy ob February 4 about 3X Rewards Points Promotion. As I was planning on purchasing a 65" TV, I walked into BestBuy store on February 28, 2015 but could not find it available at that time.So, I thought I will purchase $1400 worth of Best Buy Gift card to use later, I emphasize Best Buy GIFT CARD and not CARDS. At the checkout counter I told I wanted $1400 worth of Best Buy Gift card and the associate started doing something and I waited to get my GIFT CARD. To my surprise, he handed me over $1400 worth of Visa Gift cards without my consent and he said he cannot take them back. I showed him the coupon for 3x Rewards and said I want to use it for the purhcase. He confirmed I will get the points for the purchase and he scanned the 3x Rewards promo coupon. I ended up paying the activation fee of $42 as well
I see that I was awarded Rewards only for the base purchase amount and 3X points were not credited to my account. This is very frsutrating. First off, I didnt want to purhcase Visa Gift cards and pay activation fee which I had to. And above all I did not get the 3X points. I am an eliteplus member, called the Customer service atleast 5 times and each time I call there will be a minimum wait of 15 - 20 minutes and then I repeat my story and the agents have no clue what to do. They keep transferring me to someone and then I wait again.
Why does Best Buy send this kind of False Marketing if it cant support the customers timely? Is this how you make money? I am going to report this to BBB for sure.

Good morning jhprasad,
As we discussed via private message, the 3X coupon in-question did not exclude the purchase of Best Buy gift cards; however, the purchase of other gift cards (including prepaid Visa) were excluded from the coupon offer. We were not present when you purchased the gift cards three weeks ago to know what was or was not said, and our store employees cannot force you to swipe your credit card and purchase anything. If you would like to continue to discuss the issues at hand, then please reply to the private message that I sent you on Monday.
I hope you enjoy the rest of your day.
Derek|Social Media Specialist | Best Buy® Corporate
Private Message

Unable to call, reach and connect with Customer Service

How come every time I call *611 or 18009220204 from my cell phone. It directs me to the *611 app. Then at the very bottom of the app, it says "call customer service" then I'm directed to enter my billing pin. Then it just cycles after I enter it back to the *611 app. Why am I unable to call customer service any more?? Very very frustrating. This app definitely has a glitch obviously and I need to speak with someone.

yes i can make calls to everyone..except verizon. i have the samsung droid charge. what is this new *611 app all about. i'm not interested in even having to view it, just so i can scroll all the way down to call customer service and ask to enter my pin..time consuming. and even more frustrating that i still can't speak to anyone.

Verizon FiOS Early Termination Fee and Very Poor Customer Service

I posted this as a reply to an earlier thread... but think it deserves a little more attention.... please read. Thank you.
Re: Verizon FiOS Early Termination Fee -- Salesman AND Manager lied
‎08-09-201402:03 PM
This is one organization that I will never do business with agan. You live and learn these days!! They are insisting on charging me the early termination fee of $110.00 even though Verizon DOES NOT offer service in the area I am moving to this August. My conversation with them today started like this:........ I asked if they had service at my new residential address. They indicating they did not and then I was immediately transferred to their "disconnect" department. In this "disconnect" department..... I was told I would have to pay that termination fee anyway regardless of the fact that Verizon does not offer service in that area. This was stated per someone named "Jay" representing Verizon.... This Jay would NOT even consider waiving the termination fee at all... so I asked to speak with his supervisor and got some complete jackass named Freddy who also tells me I must take the HD Set Top boxes to a "corporate" UPS location and that they will not waive my termination fee just because?? So I asked for his last name... which he did not give me... but did give what he said was his employee ID number. ( who really knows if that was a legitimate ID number anyway) So why is it that they would not be willing to waive the fee?? For me ...it is simple to explain..... Because I complained about it.... that is why!! Verizon is very wrong here and this "Freddy" character should be immediately fired. The company's customer service does need an immediate overhaul.... and this Freddy guy is playing with the good name of what once was a very reputable company. However... now.... because Verizon have no legimate process for immediate or quick complaint resolutions, they are quickly becoming a company that many people do not want to do business with anymore. I had a similar experience with Verizon Wireless as well; when I cancelled their service earlier this year..... It is not that the fee that bugs me so much.... even though it makes little sense......It is Verizon's lack of professional customer service and the questionable ethics of many of this company's representatives that has left such a distaste that I will never do business with them anymore. Just my 2 cents... for what it might be worth.

I have also had horrible service with Verizon customer service and their ETF. I moved to a new area that Verizon fios does not cover. When I moved into the new house a few weeks ago, I attempted to cancel their service, but I was told I had to keep it until my phone number was ported to Charter. I called Verizon to cancel my internet/Fios TV only and they said it would be taken care of.
Charter sent a request to them on 11/24/14 to port my phone number and Verizon denied the request a week later. I initially thought it was Charter messing up the port but come to find out, it was Verizon. I called Verizon on 12/08/14 and I was told they denied the port due to an "outstanding" bill. Well that bill was for the month in advance, which doesn't make sense because I had already canceled the service. So they were charging me for the phone, internet, and TV at an empty house. Verizon made me pay the bill so I could get my phone number ported. I paid the fee and they said the the number was ready to be ported. On 12/10/14 I received a call from Charter saying Verizon denied the port AGAIN!!!. So I called Verizon and according to them, Charter never requested the number. That doesn't make sense because I’m sure Charter is doing everything they can because they aren't being paid until that number gets ported over.
I asked the Verizon agents to give me something in writing so I could put it back on Charter but they refused to do so. (Charter gave me written proof documenting Verizon denying the port, so I know Verizon was lying.) So after dealing with Verizon and their laziness I canceled my phone number, which will cause me a lot of heartache in the future. The agent then asked if I was canceling the FIOS TV and Internet. I told him it should have already been canceled, but it wasn't. So they said it will cancel today after they already took my money for the month.
I asked to speak to a supervisor and they agent said, "Why, she wont be able to do anything." I asked him again and he finally agreed to transfer me over. After a 10 minute wait a lady named Karyn I believe, answered the phone. I explained to her how my phone number was not being ported and she said "We don’t block a port, Charter must have messed it up.” I asked her for written documentation and she refused to provide me with anything. I explained to her the reason why I had to move into a new house, due to work and my safety and she said, “Well if your military I could help you but I’m sorry I cant.” She said the only way to get out of paying for the ETF, is if I was deployed over seas fighting a war. Then she said if someone were to die, she could waive the fee...thats ridiculous.
I asked her if I was going to have to pay for the past few weeks of my service, even though I tried to cancel it and they held up my order and she said, “Ill credit you $11.00.” Thats nothing when my bill is $150.00 a month. She did nothing to help even though Verizon dropped the ball on this. Over all I am very disgusted with the employees and supervision with Verizon and I will most likely never to business with them again, unless they admit their mistakes and make it right. I have given them thousands of dollars and hours of my time and this is how they repay you. Oh and by the way, they want me to drive down to the UPS store and return their boxes for them. So they can inconvenience me further.

IPad controlling itself and very poor customer service ;-(

Hi,
I have a iPad 64gb 3g First Generation and it has starting controllingitself after around a minutes use.
If i open the drawing app, it will start drawing itself, if i open notes, itwill start typing itself. Unfortunately, it's about 2 months out ofwarranty but i booked and attended a Genius Bar appointment today.
Beforehand, I had reinstalled ios 5, setup as a new iPad, taken it's out ofthe case, removed the screen protector and the problem is still there.
I arrived early at the Covent Garden Store in London and was told to waitand would be called when my turn. The member of staff didn't seemintrested in me nor very welcoming therefore very un-approachable for me.
I had then been kept waiting for over 40 minutes by which time I then askedanother member of staff how much longer as other customers who arrived aftermyself have already been seen too. I was then told that I am not checkedin and have missed my appointment. I was then re-added to the queue andfinally seen to.
I showed the Genius Bar representative my faulty iPad who took it behind tothe repair room and then said there is nothing we can do, it is faultyand a exchange will cost you £279+Vat but it is not worth it and advised toupgrade to an ipad 2.
The iPad is in brand new condition, not a mark anywhere, never been dropped,dented, dinged and now i have an iPad iBrick.
Is this normal for apple?
Is there anything else i can do try and revive my ipad? ;'-(
Thanks
A very loyal upset icustomer!

I'm not sure what it is you're asking about being "normal". If you are asking about the failure being normal, no, it's not, but anything can fail at any time. Physical damage isn't necessary; something like a power surge could take out a weak component, and a static shock can damage even otherwise-pristine components.
If you're asking about the policy of being charged, then if your iPad is out of warranty and has suffered a hardware failure, then yes, this is entirely normal, and would be normal for any manufacturer of just about any product. You can try resetting and restoring the iPad and see if that makes a difference, but if that doesn't, then you will have to pay Apple's standard replacement charge for out-of-warranty service that you were quoted, or look for a third-party iPad repair service and see if they can fix it for less (doubtful but you can shop around and see).
Regards.

Poor comms and lack of customer service

Hi everyone
have some serious issues with BT at the moment regarding my Infinity services.
The Royal Mail landline on which the infinity is installed went down on the 19-07-12. My Infinity connection went down on the
20-07-12. I contacted Bt and enquired about how I was to reinstate the services asap. I placed an order through the automated service to get a new BT landline installed.
On 25-07-12 I received a text informing me the order was cancelled. I rang BT the same afternoon and was informed the automated ordering service cancelled the Order as it could not pick up a BT line at the property. Forgive me for finding this a bit strange as the order I placed and the automated response stated that a BT engineer would visit the premises to install a new landline. The advisor placed a new order for me and the engineer fitted the new line 27-07-12.
All systems go I thought at this point but I was unpleasantly surprised by a flashing amber light on my hub. I contacted BT once again and after many assurances that the service would be reinstated promptly and even more hours being bounced around between billing, sales, asset mover and services departments I still have no connection.
This last chain of events is really mindboggling and really frustrating and I must confess and some stage it was really hard not to make any rude comments that might be recorded for training purposes.
Contacted BT 3-08-12 and I was told to leave the router and the hub switch on and connected and that some diagnostics would be run. I was told that I would receive a call from BT between 8 and 10am, luckily I am an early riser, to inform me of the status on the line. At 10:45 I still hadn't received the call so I phoned again. The advisor apologised for not receiving the call-back and asked me if it would be alright for the technical team/advisors to ring me between 2 and 4pm. Never received that call either. On Sunday morning 5-8-12 received a call from a BT advisor called Sam. I informed him that I hadn't received any call back and that the system was still down. He asked me to do a reset procedure on the router and hub and relay the led activity. After concluding this procedure he informed me that the hub might be faulty and that a new unit would be delivered Monday. I arranged for this to be delivered to my work address. You guessed it, on Monday still no hub in sight and after close on an hour on the phone finally spoke with a lady called Jennifer who informed me the package was picked up by Parcelforce. She provide me with the tracking number. On Tuesday I traced the package on the PF website and at 10:30 it said the package was delivered and signed for. I did not receive the package. Got home and found a card on the floor, "Left the package under the car". Brilliant!! If you wondered I am being sarcastic here. Connected up the new hub and up to date still no service. Phoned up BT last night and according to them I don't even have BT Infinity so I read the lady my latest copy of my bill dated 4-8-12 charging me for BT infinity. She asked me to hold the line for a bit 5 minutes later she gets back on. We have to send out an engineer to have Infinity installed and at this stage it is like talking to a brick wall. She finally got it that I already have the router and the hub as well as the multi socket installed. Asks me to hold the line she is going to speak with her manager quickly. Couple minutes later she informs me that I will receive a call from her manager in the next 24hours as the case is "complicated".
I have contacted the Obudsman as well but they can only handle complaints if the issue/s have not been resolved after 6 weeks.
I would really appreciate any help and advice and it seems that the top of management is my only option.
Thanks for taking the time to read this.

If you would like to contact one of the UK based BT Care Team who moderate this forum, they should be able to help you.
They can be contacted using this link BT Care Team
They normally respond by phone or e-mail, within three working days, however you should get an immediate confirmation, with a tracking number.
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.

Frustrated with Verizon and their inconsistent Customer Service

I am so frustrated with Verizon and their Customer Care/Service. I have never been told so many different things. It seems that there is no consistency with what they tell customers. I called and explained to them that I have been with them for over 20 years that we were looking to save on our monthly bill. They said that with my employee discount, and they checked to see if I qualified for other discounts, I didn't and they lady could have cared less to help. My Verizon/employee discount is changing (decreasing in percentage saved), Sprint and AT&T offer a higher discount with my employer. I spoke to Sprint and AT&T and they offer not only better discount, they are cheaper (and AT&T coverage is better here where I live, versus very broken up where I live when it comes to Verizon). Anyway, I called back and spoke to a Rep. named Kayla who was more than happy to keep us at Verizon. I questioned the Edge plan, and that none of our 5 lines where up to where I could get it. I asked her if she could speak to someone and make an exception. She did and said that was not a problem that since we had been loyal customers for over 20 years, I could do the Early Edge on all 5 lines, that she could go ahead and place an order for 5 new phones of what we wanted - and that when I received them, then I would have to send Verizon back the 5 phones that we currently have. I thought great. I'd be saving atleast some money going this route. I told her that I wasn't sure which phones we wanted that I would find out and call back. I did the online chat later because I had a question, and that Rep told me - No, that wasn't going be happening at all that I was misinformed. This is not the first time that this has happened with Verizon. A rep in a store told me if I bought this Verizon tablet ($99 with a $99 mail in rebate - Free, I liked that - then he said if I did that, he could save us $20 per month on what we were currently paying per month). Well, low and behold - I got an extra line - a tablet that I had no use for (he got me at the whole "I'll lower your bill $20 per month". I fell for it, and it didn't save me one penny. In the meantime, I put Sprint and AT&T to the test - I spoke with each of them about 3 different times each and got the same answer each time from both of the providers. Customer Care/Service and consistency and not misleading customers is what is selling me. I will gladly spend my $3,400/year elsewhere - and save money in the process. Anyone else have similar experiences???

Early Edge works by having you turn in the phone on the line that is early edge upgraded. You then start paying for the full cost of that phone over 24 months, sooner once you get to 75% paid off on that phone, where you can trade it in and start again on another phone, but you will have lost the money already paid up to 75%. When you trade in the phone for Early Edge and then trade in the new phone for edging up, the phones must be in perfect working order with no damage of any kind.
The money "saved" comes from being on Edge where, if the phone is on a plan with 6GB or more data, you save $25 per month on each Edge phone, $15 if on a plan with less than 6GB. However, you turn around and put that $25 back onto the phone payment each month, so you DO save $25/$15 but you basically break about even on a 6GB and greater plan after the phone cost.
BUT, in the end, if you get a better, more reliable signal from ATT, and you have an awful signal with VZW, you might consider a switch, but you'd have a large sum of ETFs at this point to cancel all 5 lines. There are also special stipulations as to who and when one can Edge up or start Early Edge, such as 6 months straight on-time payments.
Verizon Edge FAQs | Verizon Wireless
Early Edge is basically just starting the Edge plan early, so the above page should answer a lot of the questions regarding eligibility. Be warned however, that there are a lot of people with issues who decided to take advantage of this program, namely the trade-in process of sending old phones back and then finding charges on their bill for phones that were "not" received at the warehouse.
It is my opinion that you should not go this route, because if you have less than stellar service now, you are setting yourself up for possible frustration and another 2 years of disappointment.

Hi i just bought Adobe Photoshop Elements 13 today and everytime i enter my redemption code i get this oops message and i tried the customer care online i haven't gotten a answer yet,and with no customer service phone number for this particular version I

My redemption code comes up with this oops message and it tells me my code is invalid I don't know how I paid 100$ for it today brand new! I am so frustrated please help anyone with any information that could help

You need to contact Adobe directly using the link below - only they can deal with redemption codes and serial numbers. Use the dropdown menu for boxes (1) & (2) to scroll down the list and choose:
1. Adobe Photoshop Elements
2. Adobe ID, and signing-in
3. Click on the blue button: Still need help? Contact us – then click the area marked chat 24/7, then click “start chat ”
It’s usually possible to start a live chat, if an Adobe agent is free, and often to get the problem fixed right away. Have your paperwork available. The agent can directly troubleshoot your system if you agree to activate the Adobe Connect add-on.
Click here to get help now Contact Customer Care

Serious and rapidly increasing Customer Service Failures...

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