Stuck in customer services returns ****

After waiting for the 3 week delivery for my iphone from the apple online store (singapore) it arrived with a damaged pixel.
Customer services told me to send it back in via DHL and they would send out a replacement within 2 to 3 working days.
One week later and still no replacement.
To make matters worse, every time i call support it takes them about 20 minutes to actually find my case and figure out what is going on before they can even try to assist me.
The latest i have heard is that i now have to wait another three weeks for a new one to be delivered for me!!!
If i had known this i would have held onto the damaged unit until they sent me a replacement.
Is this normal returns policy?
Now i am over in Singapore for work reasons. My previous apple experience is with the UK store where you can usually just walk in and walk out with a replacement handset.
I cannot believe how difference the customer experience is over here. Am i over-reacting in complaining about this? Should i just cancel my phone order - after all it will now turn out to be six weeks from initial order until i finally get to use one.

@oatherton: i understand your frustrations. Hope by now it's been dealt with. Reason for the difference in customer service standards is because in UK/US, there are Apple retail store owned by Apple. There are none here in Singapore, only authorized re-sellers, who, in my opinion, do not match up to the service standards you'd experience in the Apple retail stores in the States or London (from personal experience). It is true that customer service standards here need some major mindset shift as stores here seem to not understand the word "experience". That said, my suggestion is to cancel your order and get a refund since it's a faulty set. If all else fails, let me know if I can assist you as I'm from Singapore (am just doing this to help out other fellow apple users).

Similar Messages

Customer Service Reports

Hi Gurus,
Kindly help me out in Customer Service Reports. As i am new to CS.
1.All 90 day Customer Service returns for a specific period.
2.All 90 day Customer Service Returns for a tech during a specific period.
3.All 90 day Customer Service Returns for each tech during a specific period, separated by tech.
4.All 90 Day Customer service returns by product group, model during a specific period.
5.repair Units received in a specific period
6.Backlog of each product or model
7.Number of units invoiced in a specific period
8.Number of units completed (PIOu2019d) in a specific period with a selection of
a) warranty
b) non-warranty
c) service contracts
d) JOB TYPES
e) Cal only
9.Daily Revenue Month to date by
a) LABOR
b) PARTS
c) FLAT RATE
d) SERVICE CONTRACTS
e) SPARES
Entire inventory of units in Service ( REPSTAT)
Need to run reports for units coming out of warranty u2013 90 days in advance.
Repair report
Calibration due report
Invoice and IR info by model / SN
View unit tracking/units due for calibration in next 60 days
View invoiced amount per product per month
thanks
Edited by: rkravi928 on Aug 23, 2009 6:18 AM

Ravi,
It seems that you have posted your client's all report requirements in one post and expecting Functional spec for each report.
All these reports requires lot of discussion with Core teams / Technical consultant.
Eg.
>
> 8.Number of units completed (PIOu2019d) in a specific period with a selection of
> a) warranty
> b) non-warranty
> c) service contracts
> d) JOB TYPES
> e) Cal only
>
Where you maintain warranty information?
Iis there any master warranty / Measurement document involved? .. is there any extended warranties applicable for your product?
What is your reference object - Equip / Func loc etc..?
What do you mean by JOB type and where you are capturing?
... lot of queries can be raised on your requirement.
The functional consultant and the core team members of this module can only be able to answer those queries.
Better you close this thread, and start separate queries for each report with necessary information so that peers can able to suggest.
Babu

I am a customer Verizon customer of over ten years...I am notgettingany assistance from the customer service department. Since September I am being charged for a Samsung phone that I returned based on the process that verizon has set.return the defective

turn my phone to send Verizon wireless and those instead of the stuff found. I'm not in charge $600 for the for the phone. I'll talk to multiple customer service reps and nothing has really been done about anything other then we'll keep looking or so for stretching it out. since September I've been dealing with thison a month-to-month basis they cut my services they reinstate me and tell me that they're going to knock off the reconnection charge as I have four lines. Unfortunately my main reason for this phone is my work emails which I need to do because I do work and to contact my mother who is 85 years old and I'm the sole caregiver. I don't know what else to do. I have spoken to a supervisor by the name of William or Will oats in that he said he was going to look into it and was going to help me out. Never heard from him again- just original email to quiet me down. I've been sending him emails just about every day trying to make sure that I get my message across. Seems like Verizon Wireless really doesn't care about the long-term customers. Looking forward to hearing from someone that can help me with my plight.process is faulty for returns. You don't accept them in the stores because as one customer service rep stated you can't get your own employees to send the devices back. Now the responsibilities is on the customer the paying customer the one that keeps you alive. And it's not fair that I there's no way I can prove that I put it in the mailbox. So what are my next stepswhat is it that I need to do to clear up this charge of $600. It's about economy as $600 to me at this very point it's a lot of money. I've been your customer for 10 years I've got four lines I've given will my mothers telephone number home number..number but now she's got to sit by the phone to make sure that she picks up all the calls. And nobody can hear what I have to sayand nobody has been able throughout all these months and check your notes check your notes to see how many times I've called how many time you cut my services how many times you reinstated me and how many times that I spent an hour and a half to two hours on the phone going through this process. I think the stress level is to know thqt I did exactly what you asked...I am now paying the price for your faulty process I'm all I'm asking is review my account tell me what I did wrong I follow your procedure so I don't understand....to top it off...my wife hasa per diem job...and she too is affected by loosing out on work leads...
as you can see, the cel is no longer a commodity. It's a way of life.
PLease se call me at -----just remembered....I don't have a service line.

I have a similar problem with my fathers service, it wasns't $600 but what is rightfully your money, you deserve it back, I wrote this complaint on the Consumer Affairs website:
In August 2014, my son went to Target to get a new cell phone and was told his Unlimited Data would still be on his plan (he shared a line on his grandfathers account). Well it turned out that Target messed it up and my son immediately called Verizon to get it taken care of but they were not able to do anything about the lost unlimited data but the customer service rep did try to find the best offer for him. In the mean time Verizon was suppose to send him a new cell phone, they never sent it and he was without a phone so he took his business to another cell provider. Verizon DID charge him for the new service that they had spoke about. So when the new bill (Sept) came, the service he never used was on the bill and when we called to inquire about it we spoke to a Judy and told us we would be receiving a credit of the amount that was paid. Well, we got the next months bill (Oct) and still no credit, so called them again and spoke to a Nadine ** . She looked into the account and saw the amount that was paid and said she would submit it again for a credit and she would get back to me in 2 days, no call back.
The next bill (Nov) came and no credit again, call again but didn't get the girls name and she put me on hold to look over the previous conversations. She said she sees in the records about the credit and said it takes a while to get it thru the supervisor authorization and she would put it in as a "rush priority". On Dec. 5th my dad's cell was turned off, so I call yet again to Verizon, and explain the whole story to them again. This girl explained to me that the request was not put in correctly and that she would submit it right this time, they even turned the cell back on for him.
So here we are today, Dec. 30, 2014, I get the bill...NO CREDIT, call up and get a gentleman in billing, explain this whole thing again and he transferred me over to customer service where I spoke to a Jordan and yet again told him the story. By this time I was fuming, 3 almost 4 months of calling for this credit and he looks into the account and tells me there is nothing that states there is a credit so all the other customer service reps see it but now it is gone. He said he can only issue me a $25 credit to the bill, not even close to what the bill was that I paid. At this point I wanted to speak to a Supervisor and even that was a problem.
He did call me back after my phone died. He put me on hold again to speak to a supervisor himself and said that he can only offer me $100 credit for all my troubles for the past few months. I took the $100 credit because Jordan said if I spoke to the supervisor, the $100 credit might not be an offer anymore so it was either take it or leave it. Now where I stand, they get away with NOT giving the credit due to customers. I am done with Verizon.
today being March 12, 2015, he FINALLY got the said $100 credit...but because of their delay, he service was shut off and I refuse to pay the reconnection fee due to their neglect of a customer of over ten years. My father's service will NO longer be with a place that has NO VALUE in customer service....Verizon robs their customers anyway they can.

Invoking a web service returning a arraylist of custom type

Hi, I created a web service return a arraylist<InsertionSerialisable>.
InsertionSerialisable can't be simpler here it is:
public class InsertionSerialisable {
public String nom = null;
public String poids = null;
I'm trying to use this arraylist in bpel but the returned parameter of my parter link for this web service is item of type anyType and I can't access my nom and poids string member. In a bpel process how can access member of custom element into an arraylist<InsertionSerialisable>?
Here is my wsdl:
<definitions
name="ObtenirInsertions"
targetNamespace="http://expedierdocument/"
xmlns="http://schemas.xmlsoap.org/wsdl/"
xmlns:tns="http://expedierdocument/"
xmlns:soap12="http://schemas.xmlsoap.org/wsdl/soap12/"
xmlns:mime="http://schemas.xmlsoap.org/wsdl/mime/"
xmlns:tns0="http://www.oracle.com/webservices/internal/literal"
xmlns:xsd="http://www.w3.org/2001/XMLSchema"
xmlns:soap="http://schemas.xmlsoap.org/wsdl/soap/"
>
<types>
<schema xmlns="http://www.w3.org/2001/XMLSchema" targetNamespace="http://expedierdocument/"
elementFormDefault="qualified" xmlns:tns="http://expedierdocument/" xmlns:wsdl="http://schemas.xmlsoap.org/wsdl/"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:soap11-enc="http://schemas.xmlsoap.org/soap/encoding/"
xmlns:ns1="http://www.oracle.com/webservices/internal/literal">
<import namespace="http://www.oracle.com/webservices/internal/literal"/>
<complexType name="InsertionSerialisable">
<sequence>
<element name="poids" type="string" nillable="true"/>
<element name="nom" type="string" nillable="true"/>
</sequence>
</complexType>
<element name="obtenirInsertions" type="tns:obtenirInsertions"/>
<complexType name="obtenirInsertions">
<sequence>
<element name="inExpInsPath" type="string" nillable="true"/>
<element name="inIdentificationLettre" type="string" nillable="true"/>
<element name="inSpecialite" type="string" nillable="true"/>
</sequence>
</complexType>
<element name="obtenirInsertionsResponse" type="tns:obtenirInsertionsResponse"/>
<complexType name="obtenirInsertionsResponse">
<sequence>
<element name="return" type="ns1:arrayList" nillable="true"/>
</sequence>
</complexType>
</schema>
<schema xmlns="http://www.w3.org/2001/XMLSchema" targetNamespace="http://www.oracle.com/webservices/internal/literal"
elementFormDefault="qualified" xmlns:tns="http://www.oracle.com/webservices/internal/literal"
xmlns:wsdl="http://schemas.xmlsoap.org/wsdl/" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xmlns:soap11-enc="http://schemas.xmlsoap.org/soap/encoding/">
<import namespace="http://expedierdocument/"/>
<complexType name="arrayList">
<complexContent>
<extension base="tns:list">
<sequence/>
</extension>
</complexContent>
</complexType>
<complexType name="list">
<complexContent>
<extension base="tns:collection">
<sequence/>
</extension>
</complexContent>
</complexType>
<complexType name="collection">
<sequence>
<element name="item" type="anyType" minOccurs="0" maxOccurs="unbounded"/>
</sequence>
</complexType>
</schema>
</types>
<message name="ObtenirInsertions_obtenirInsertions">
<part name="parameters" element="tns:obtenirInsertions"/>
</message>
<message name="ObtenirInsertions_obtenirInsertionsResponse">
<part name="parameters" element="tns:obtenirInsertionsResponse"/>
</message>
<portType name="ObtenirInsertions">
<operation name="obtenirInsertions">
<input message="tns:ObtenirInsertions_obtenirInsertions"/>
<output message="tns:ObtenirInsertions_obtenirInsertionsResponse"/>
</operation>
</portType>
<binding name="ObtenirInsertionsSoapHttp" type="tns:ObtenirInsertions">
<soap:binding style="document" transport="http://schemas.xmlsoap.org/soap/http"/>
<operation name="obtenirInsertions">
<soap:operation soapAction=""/>
<input>
<soap:body use="literal"/>
</input>
<output>
<soap:body use="literal"/>
</output>
</operation>
</binding>
<service name="ObtenirInsertions">
<port name="ObtenirInsertionsSoapHttpPort" binding="tns:ObtenirInsertionsSoapHttp">
<soap:address location="http://192.168.0.2:8888/Application1-ExpedierDocument-context-root/ObtenirInsertionsSoapHttpPort"/>
</port>
</service>
</definitions>
Thank you!

Hi, I created a web service return a arraylist<InsertionSerialisable>.
InsertionSerialisable can't be simpler here it is:
public class InsertionSerialisable {
public String nom = null;
public String poids = null;
I'm trying to use this arraylist in bpel but the returned parameter of my parter link for this web service is item of type anyType and I can't access my nom and poids string member. In a bpel process how can access member of custom element into an arraylist<InsertionSerialisable>?
Here is my wsdl:
<definitions
name="ObtenirInsertions"
targetNamespace="http://expedierdocument/"
xmlns="http://schemas.xmlsoap.org/wsdl/"
xmlns:tns="http://expedierdocument/"
xmlns:soap12="http://schemas.xmlsoap.org/wsdl/soap12/"
xmlns:mime="http://schemas.xmlsoap.org/wsdl/mime/"
xmlns:tns0="http://www.oracle.com/webservices/internal/literal"
xmlns:xsd="http://www.w3.org/2001/XMLSchema"
xmlns:soap="http://schemas.xmlsoap.org/wsdl/soap/"
>
<types>
<schema xmlns="http://www.w3.org/2001/XMLSchema" targetNamespace="http://expedierdocument/"
elementFormDefault="qualified" xmlns:tns="http://expedierdocument/" xmlns:wsdl="http://schemas.xmlsoap.org/wsdl/"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:soap11-enc="http://schemas.xmlsoap.org/soap/encoding/"
xmlns:ns1="http://www.oracle.com/webservices/internal/literal">
<import namespace="http://www.oracle.com/webservices/internal/literal"/>
<complexType name="InsertionSerialisable">
<sequence>
<element name="poids" type="string" nillable="true"/>
<element name="nom" type="string" nillable="true"/>
</sequence>
</complexType>
<element name="obtenirInsertions" type="tns:obtenirInsertions"/>
<complexType name="obtenirInsertions">
<sequence>
<element name="inExpInsPath" type="string" nillable="true"/>
<element name="inIdentificationLettre" type="string" nillable="true"/>
<element name="inSpecialite" type="string" nillable="true"/>
</sequence>
</complexType>
<element name="obtenirInsertionsResponse" type="tns:obtenirInsertionsResponse"/>
<complexType name="obtenirInsertionsResponse">
<sequence>
<element name="return" type="ns1:arrayList" nillable="true"/>
</sequence>
</complexType>
</schema>
<schema xmlns="http://www.w3.org/2001/XMLSchema" targetNamespace="http://www.oracle.com/webservices/internal/literal"
elementFormDefault="qualified" xmlns:tns="http://www.oracle.com/webservices/internal/literal"
xmlns:wsdl="http://schemas.xmlsoap.org/wsdl/" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"
xmlns:soap11-enc="http://schemas.xmlsoap.org/soap/encoding/">
<import namespace="http://expedierdocument/"/>
<complexType name="arrayList">
<complexContent>
<extension base="tns:list">
<sequence/>
</extension>
</complexContent>
</complexType>
<complexType name="list">
<complexContent>
<extension base="tns:collection">
<sequence/>
</extension>
</complexContent>
</complexType>
<complexType name="collection">
<sequence>
<element name="item" type="anyType" minOccurs="0" maxOccurs="unbounded"/>
</sequence>
</complexType>
</schema>
</types>
<message name="ObtenirInsertions_obtenirInsertions">
<part name="parameters" element="tns:obtenirInsertions"/>
</message>
<message name="ObtenirInsertions_obtenirInsertionsResponse">
<part name="parameters" element="tns:obtenirInsertionsResponse"/>
</message>
<portType name="ObtenirInsertions">
<operation name="obtenirInsertions">
<input message="tns:ObtenirInsertions_obtenirInsertions"/>
<output message="tns:ObtenirInsertions_obtenirInsertionsResponse"/>
</operation>
</portType>
<binding name="ObtenirInsertionsSoapHttp" type="tns:ObtenirInsertions">
<soap:binding style="document" transport="http://schemas.xmlsoap.org/soap/http"/>
<operation name="obtenirInsertions">
<soap:operation soapAction=""/>
<input>
<soap:body use="literal"/>
</input>
<output>
<soap:body use="literal"/>
</output>
</operation>
</binding>
<service name="ObtenirInsertions">
<port name="ObtenirInsertionsSoapHttpPort" binding="tns:ObtenirInsertionsSoapHttp">
<soap:address location="http://192.168.0.2:8888/Application1-ExpedierDocument-context-root/ObtenirInsertionsSoapHttpPort"/>
</port>
</service>
</definitions>
Thank you!

What shall i do? I've done restoring my iphone 3gs and still stuck on cannot activate and contact customer service.

I've done restoring my iphone 3gs and still stuck on cannot activate and contact customer service. What shall i do? any help please.

99.9% of the time, the cause of this issue is the fact the phone was jailbroken/hacked to unlock it for use on networks other than the network the phone was originally locked to. Apple maintains a database of officially unlocked iPhones, and when Apple's servers detect phones such as yours, activation stops & you get the message you got.
So, either get a sim card from the carrier your phone was originally locked to, or get it officially unlocked, if you want to activate it. Because it appears that it was not officially unlocked.

Does anyone know how to contact a responsible, responsive customer service rep? Promises of resolution to my billing issues are never kept. Return calls are never made. I contacted Executive Relations and emailed 3 Verizon executives. No reponse. Any

Does anyone know how to contact a responsible, responsive customer service rep? Promises of resolution to my billing issues are never kept. Return calls are never made. I contacted Executive Relations and emailed 3 Verizon executives. No reponse. Any number, email or help contacting a reponsive person is appreciated! Thanks!

http://www.BBB.org
File a complaint they will call you.
Good Luck

Anyone know how to contact anyone in Verizon headquarters? Since I'm not getting anywhere with Customer Service

I'd like to express how unsatisfied we have been with Verizon on an issue that has been ongoing now since March 14, 2014. It involves an upgrade on one of our lines. After all these months, phone call with customer service, Tech support, and visits to a Verizon stores, I would hope that there are ample notation on our acct but since I've had to explain the situation on a bi-weekly time frame, I would assume that no one has documented any contacts.
We've been with Verizon for few yrs now and I have always been very satisfied with Verizon who, up until now , always provided excellent customer service in their knowledge, concern, and customer satisfaction. But I have to say, every positive outlook I've had with your company has been wiped clean with the worst service we have received in the last few months.
We upgraded my daughter's phone on 03-14-14 with a Samsung Galaxy Mini from an Iphone 4s. Within 24 hrs, the phone failed. After 2 visits to a Verizon store the next day which took 6 hrs, we still had to return the next day to speak to a manager. The 2 stores advised us to make a CLAIM on the defective phone thru our insurance plan with Verizon. A CLAIM on a 24 hr old phone!! A 3rd visit with a manager finally convinced him to replace the phone with another new phone at the store. Within 2 weeks - issues began to occur with the replacement phone. Several visits more, several calls more with Customer Service, several calls more with tech support which adds up to soooo many of our time taken up to simple have temporary "fixes" is outrageous. If I billed Verizon for my time, perhaps the situation would have been resolved more quickly. Each visit lasts approx 2 hrs, each phone call approx 1-1 1/2 hrs. We are talking at least 2x a month for the course of 5 1/2 months. Plus the time it takes to get the phone back to where she needs it - contacts, apps, internet.
Not once were we offered a new phone or replace the phone. Not until today. Replace the phone with the same phone that my daughter has grown to hate. So basically a 3rd phone - same phone. She is not interested in this phone any longer. She dealt with this phone model for far too long.
Today we were offered to replace the phone with same phone, or pay for a refurbished Iphone 4. So basically she would be going back to her original Iphone 4s before the upgraded WITH a cost. So her upgrade was wasted, we'd paid over $200 for a defective phone, and would need to pay for an even older model Iphone 4 and have to pay for it. Why wasn't she offered a different phone within those 30 days after the upgrade and 6 visits?
Every rep at the stores, every rep in tech support would provide a different reason for the issue. Finally, tech support advised not to download apps. WHAT GOOD IS A SMARTPHONE IF YOU CAN'T HAVE APPS??? We are talking about a 20 yrs college student who attends school in another state. Do you know the trouble she has to go thru to visit a store? To find 2 hrs between being a full time student with 2 jobs to sit on the phone with a tech support or go to a Verizon store? Once-ok Twice-maybe BUT for 5 months?
She's not eligible for an upgrade. She will be stuck with a phone that she had grown to hate. And I with customer service which I've grown to hate.
Finally, The Edge. Trying to find a way to make my daughter happy, I spoke with 4 representative today about the Edge. Each rep gave me 4 different information. 1st rep advised Edge phone could not be used on another line so I could not use a line eligible for the Edge and give that phone to my daughter since she isn't eligible for the Edge. 2nd rep advised that although new phone thru edge must be used by same number that it was eligible for, we could use the current phone o that line for my daughter. My son currently has an Iphone 5 and is eligible for the Edge early upgrade. He would not have to return his Iphone 5 so my daughter could use it. However, all the lines would have to go to the More Everything Plan and share the Data between all our phone lines. 3rd rep advised the cost would almost double from our current $358 to go to the More Everything Plan so suggested to have 2 accounts vs just 1. 4th rep advised not every line needs to go the More Everything Plan, we could not keep the current phone, and my daughter could get a replacement phone but same phone or made exception to offer the Edge early upgrade to my daughter but only after we go thru the replacement program because the phone we send to Verizon has to be in good working order/no defects.
After 5 1/2 months, it is now Verizon that is indicating that we have a defective phone and can't accept it thru the Edge program or we would get billed approx $299 for a defective phone. After 5 1/2 months of me calling in about a defective phone that not one rep replaced because they "fixed" the problem ( by the way, a temporary fix is not fixing, if it was fixed I would have made those calls today or writing this email), I am now being told her phone is defective. She advised to get a replacement phone first, return the old phone, activate the new phone, then call in to get the Edge early upgrade. So my daughter would have to do all this, plus add contacts back, apps and whatever else she needs to use her phone just to turn around a couple weeks later and do it all over again with the new phone thru the Edge program. Once again, we are the ones having to be inconvenienced and go thru all these steps. Did I mention she is going to be studying abroad in Italy beginning Nov? So the idea of having to wait 2-3 weeks for a new phone and having only a week or 2 to test the phone to make sure it's working properly before she's out of the country doesn't sound appealing to me. Verizon has made us have a defective phone for 5 months advising it's in good working order after each and every "fix" but Verizon will not accept that phone if returned in the same condition as a phone in good working condition. Do you see the irony in that?
I have reached my limit and after 5 yrs of my brother in law trying to convince us to switch to AT&T where he works in their Corporate Office, I can honestly say I will not be sad to leave Verizon. Especially when one of your reps simply provided me with the contract end dates to provide to AT&T because they offered to buy out our contract. No effort in customer retention what so ever. That was a phone call on Thursday.
And yes, one of your tech reps tried to convince me of all the hassle it would be to switch and time AT&T would take to buy out our contracts but honestly it was the pot calling the kettle. I am not in the position to discuss hassle and time after 5 months of getting that with Verizon. Did I mention it's my brother in law so we would be getting special treatment and no out of pocket expenses to switch. It was my loyalty and satisfaction with Verizon that has kept me from switching all these years. Something Verizon clearly does not appreciate.
So can you guess where I am with confidence that your customer service department is knowledgable about the plans/offers? Where I am that I can trust what I'm being told?
I know this email is confusing and really hard to understand...perhaps now you will know how i've been feeling--lost and confused with all the mis-information, with a hit and miss phone, and out of time with all the 1 1/2 hr to 2 hrs EACH wasted on this issue.
On top of all this, I can't even find out how to file a complaint with anyone higher up than Customer Service.

Jneklason wrote:
~snip~
I know this email is confusing and really hard to understand...perhaps now you will know how i've been feeling--lost and confused with all the mis-information, with a hit and miss phone, and out of time with all the 1 1/2 hr to 2 hrs EACH wasted on this issue.
On top of all this, I can't even find out how to file a complaint with anyone higher up than Customer Service.
I hate to tell you this, but you didn't write an email. You wrote a discussion post on the Verizon Wireless Community forum which is a public peer to peer forum. Unfortunately since you didn't mark your post as a question, the VZW reps that roam this community won't ever see your post. Before you re-post it, don't. Duplicate posts get removed from the community.
I see there were several missteps both by the reps and yourself in your post. First you should have insisted on returning the phone within the 14 day return policy period. Second which Samsung Galaxy mini model did you purchase? The S3 mini or the S4 mini? Did you do any research prior to deciding on this device. The reps at that time deflected the easiest course of action, by trying to get you to replace the phone under insurance instead of returning the phone. The Early Edge payment option requires the current phone on the line using the early Edge must be returned to Verizon Wireless. Did you once considered going to a third party site like Swappa to purchase a gently used device for your daughter?

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....

Customer Service is a real joke!

I quite possibly could be cancelling my service with Verizon.
I've had issues in the past with receiving damaged "certified like new" replacements, but never with a new phone.
July 15th I placed an order over the phone for 2 Droid X's after checking one out in the store, one for myself and one for my fiancee at full retail pricing. I was told by the rep that these phones were in stock at the moment and were shipping Overnight and that I would receive them on July 17th. However that was not the case and I had to repeatedly call to get a tracking number. ( I was never sent a receipt or tracking number at any time ) I only got a receipt when the phones came on the 21st.
However, Verizon did not wait one bit on the withdraw from my bank account as that cleared 1 day later.
Once receving the phones I noticed that the buttons on the bottom of my phone were very loose and the back / search button were getting stuck when I pressed them I notified Verizon of this issue on July 26th and was told I was being sent out a brand new phone with Overnight shipping no charge because I will be returning the original one( ship on 7/27 and receive on 7/28 ) However, this was not the case either as the phone did not ship until 7/30 with 2 day fedex. I just received the phone today 8/ and after looking at it, it's worse then the current one I have, Extremely Loose.
I once again contacted customer service to get a ANOTHER one sent out. Except now they want to place a $428 charge on my account for another one until I return BOTH my original and the new one they sent out to me. I am shipping the new one out tomorrow morning and they should have it by thursday at max. BUT I have to have a $428 charge placed on my account. Now, I would normally not be worried about this except I was told that another Droid X will not ship til AT LEAST 8/18 ( Another half of a frickin month ) and my bill is due 8/20. So if I do not receive this phone by then I will be forced to pay an upwards of $600+ for this month's bill when I dont even have the new phone PLUS have to worry about the refund process to my bank account.
This is unacceptable, I have a house payment, 2 car payments, etc to worry about then a possible $600+ phone bill.
On a side note, I love how Verizon warehouses ship out their phones by just tossing 1 bubble bag and the phone in the box. Great shipping there!

I hear ya!!!!!! I thought it was just me that thought the customer service suck. I have a storm 2 that was to be replaced and they sent me a storm 1 I called and asked what model of phone was on the line that they were replacing and they said storm 2 my next question was so why did i get a storm 1. I still wondering how they pick and choose who get the updates for the new droid x first? what a mess. I always choose to be survey after every service call so I can let them know i was not happy about the service i was given. I called today and asked about the update and the guy told me to do *228 to get the update LOL what a retard. I almost like you about to tell Verizon to take a hike. The iphone might be bad for reception but i bet they have better customer service.

Horrible Customer Service! And a 33 month old BB problem continues to exist!

I have been a Verizon Wireless Customer for over 7 years. I have been a Blackberry user for even longer. In November of 2008, I switched my Blackberry World phone for the then new, Blackberry Storm. I kept my same phone number, had no previous problems with the World phone or any calling issues, etc. I just thought I might like the latest and greatest. Almost immediately after getting the Storm, I started getting these strange 1 way audio problems. When I say 1 way audio, I mean, I could here the other person on the end of the line, but they could no longer here me. It was strange and it happened infrequently. After about two weeks of having the storm, I decided that I really did hate not having the qwerty keyboard and so I took the storm back and got the BB Curve. Again, noticed that I had the same 1 way audio problems and contacted VZW customer service. After sending me out a new phone and several customer service calls, VZW opened a trouble tickets. It was never resolved and conveniently closed, with Verizon saying they could not duplicate the problem. I was not experiencing dropped calls. I still had full bars, was still connected to the party on the other end of the line and it was happening in a bunch of different places. I went thru this with the Storm, the Curve, the Tour and the Bold, all with this same sporadic one way audio, all with multiple different Blackberries being sent out to me, because Verizon was sure it was the Blackberry and not them! Customer service suggested, on many occasions, that I switch my phone number. WHY??? It didn't happen the first 3 years I had the phone number. They also, had the audacity to suggest that I switch to a different platform. HUH??? All of the sudden, I'm the only one in the neighborhood, who cannot have a blackberry phone, because it just no longer works for me???? Numerous tickets were open and no one would ever get back to me. I couldn't get a VZW Tech to call me back if my life depended on it. Call with one way audio were hounding me and VZW told me to mark my calls, where this happened. Did all of that and they still couldn't find the problem. The one way audio even happened when I was on one of the many calls to a Verizon Tech....yet they still could not "duplicate" my problem. To this very day, they still have not found a solution. After many months of dealing with Verizon (or not dealing with them, because they wouldn't call back) and researching new phones, I decided today, to try out an Android platform phone, just to stop the madness. I called VZW and told them which phone I wanted (I needed something that would have a long battery life, had good reviews, etc) and they told me that I could NOT have the Motorola Android 3, but I would have to take a reconditioned Droid Pro instead. I explained to them in no uncertain terms, that I was unwilling to pay for this change, as it's been an ongoing issue, that Verizon failed to ever fix or even acknowledge. While I was getting stuck with a phone that I really don't want, I was completely tired of dealing with these issues, Verizon and my understandably irritated customers. After the phone order was placed, the Verizon Customer Service guy, tells me that I have to return my Blackberry, within 10 business days or I would be charged for it. WAIT!!!! I don't even really want to change to an Android phone, I just want to try one out and see if this is going to give me the same issues as the BB. Why do I have to return the Blackberry? And why did Customer Service wait until we were almost finished with the conversation to unleash that little bit of information?? I would have never agreed to getting an Android, should I have known they were going to make me give up my BB too. No, I don't want the Android phone just to have an Android. I want Verizon to figure out what is wrong with my phone in the first place, but it's not going to happen!!!! So, I was really left with no alternative, but to try another phone. I have never gotten any compensation, in the almost 3 years this problem has been going on. I have not asked for anything, except for Verizon to fix an issue that is clearly their problem. We have another Verizon phone in our house and another line somewhere else and we have no problems with the other phones. I have had at least 10 different blackberries in the last 33 months and all have had the same issue. Quit blaming the phone VERIZON. Don't ask your customers to give up their phone numbers and change platforms, all because of your incompetence. I NEVER write reviews or go into any kind of forums, etc., but I've had it!! Customer Service ignores the issues. I didn't even know that any of the tickets were closed, until I called back with a ticket number, only to find out that the issue was unresolved and because of this, they had closed yet another ticket. To me, the fact they are making me return my Blackberry, just to try out another phone, is beyond comprehension. To top it all off, at the end of each of the conversations, the guy had the nerve to ask me if all of my needs were met, due to the issue. Lol! Yeah, they were all met! Why ask that question to someone you know that is completely ticked off at you????

Pepsio07 wrote:
I'm sorry, but when does swaping from a Blackberry Bold to an Droid Pro (certified pre-owned) qualify as an upgrade?
Secondly, I've had my phone number for over 7 years. It worked just fine for over 3 of those years. Why should I have to give up my phone number? It's not only a personal number, but a business number as well. I have more than worked with Verizon to figure out this problem. Done way more than my share and for anyone to say that I'm unwilling to work with them is beyond belief. I have marked every single call that has gone bad. I have turned off my phone for a period, to see if it was the network. I have switched Blackberry's numerious times. Why does everyone just jump to changing a phone number? Say I did this. What are they going to do with that phone number? It goes right back out there for someone else to have. That's what Verizon told me. If that's the case and the next person who picks it up has no problem, then it wasn't the phone, or me, or the number.
Oh, and Verizon has spent a lot of money trying to fix my problem?? Well, I've spent a ton of money myself, paying for a phone that doesn't work, time and energy switching from Blackberry to Blackberry, and not even mentioning the amount of time I've spent trying to figure out this problem, to no avail!
If something didn't work for 4 years I would be willing to try something else. Then again I don't run a business from a cell phone..

How can I get some help with Verizon's customer service?

I want to preface this by stating that this is the first time in the 10 years in which I've been a Verizon wireless customer, that I've had a problem that cannot be resolved to my satisfaction. My issue started with a Verizon Wireless Stores in Bethlehem, PA. I asked one of the sales clerks for some assistance (which I now regret). My question to her was that I simply wanted to be able to connect my home laptop computer to the internet data on my mobile plan. Without even discussing the different options, I was "told" I needed to purchase a Mobile Hotspot Device (for $69.99, but just $20 after rebate!). I told the clerk I didn't want to have to pay an additional bill every month and didn't want something that wasn't absolutely necessary. She neglected to give me the more costly details, like the fact that it would require a 2 year contract on the device, and it would also cost me an additional $20 per month. She knew I wasn't really sure what the most cost-effective option was, so I trusted her knowledge. I even had my husband speak to her over the phone about the device, since he's more savvy about technology than I am. The clerk spoke with him the entire time she completed my transaction, and when she rang the sale up, she did not have me sign anything. She handed me the receipts, and told me I had 14 days to decide If I wanted to keep the device. When I got home and tried to use it, it would not connect to my computer. I took it to a local Verizon store on my lunch break one day and they looked into the transaction. They told me it was never put on my account; it was charged to someone else's account in error. I had to go back to the store where I originally purchased it. I wasn't able to get back to the original store right away, but I made sure to get there by the 14th day. It took two store managers to look at my account and figure out the error. They fixed it, but no one apologized to me for the inconvenience; they simply told me they could activate the device for me, or if I didn't want it any more, they would take it back (minus the $35 restocking fee). I took issue with the restock fee, because the store made the error by not giving me the full information at time of purchase, and then not charging it to my account so that I could try it out for 14 days. I was very upset that the manager refused to remove the restocking fee due to "policy" and that I "signed a contract" and I had to pay it. I argued that she should make an exception in this case, because I was inconvenienced. I told her if she valued my future business at her store, she would reconsider. She refused to budge and told me that I didn't need to shop in her store any more. I thought that was quite rude and insulting. So, I took all of my original receipts, along with the receipt that indicated that she refunded the $69.99 plus tax (minus the $35 restock fee). I left the store quite upset, but figured there wasn't much else I could say to her. Meanwhile, it's days later and my bill still shows the entire amount of $74 for the mobile hot spot device still on there. There is no credit for the return at all. I called customer service on my lunch break yesterday, and was on the phone for 45 min with a "Kendra R" to no avail. The entire call, she kept putting me on hold, and my bill was still not straightened out. When I asked to speak with a supervisor or manager, she said there was no one else available. Later that afternoon, I got an automated call (that left a voice message) from Verizon Customer Service to do a survey on my customer service experience. I did the survey and explained that my problem was not resolved and I would like a call back. No one has called me back yet, and I am stuck with no resolution to my problem. Now the Verizon store has the device back, and I still have the entire amount for it on my bill. Can you help me please?

Nope, it was a Verizon Wireless Store. I went in there in the first place because I trusted the Company for their professionalism, but I've been let down badly. I posted my story on here because I'm hoping to be able to get the attention of someone from Customer Service. It seems like the only way you can actually speak with a live person who knows what they are doing, is when you stop paying your bill on time. After you pay your bill, they transfer you to a poorly trained "rep" that has no authority to handle anything important. I'm actually a pretty patient person, but when it takes someone over 45 min mostly just to keep me on hold, and then tell me they can't help me, I'm not really impressed with their idea of customer service.

Disappointed, can no longer trust Verizon for customer service

Looks like I'm not the only one disappointed in Verizon's customer service, I've already seen a number of complaints on forums and this website itself.
I'm writing this "discussion" in efforts to get something done about Verizon's customer service. Yes, I know there are good customer service representatives but also there are bad representatives that can definitely bring it down for customers like myself.
I was charged $299.99 for returning a damaged device after getting a warranty exchange for a different model. I was on my third model of the pantech breakout and started seeing the same issues I had with previous phones on my current phone, I called customer service and was told by an extremely rude representative to "buy a lotto ticket, because the chances of multiple phones having the same issue is the same as you winning the lotto." Her tone was sarcastic and rude which offended me and closed any chance of me willing to work with technical support or other representatives to fix this issue. My previous pantech breakouts and the one I was using had issues of my SD formatting, SD ejecting without me doing anything, contacts disappearing, phone memory deleting to make room for updates that I had turned off, and basically I was losing data on my phone from pictures, contacts, to personal emails and content without me even doing anything. I went through 3 models and worked with technical support to change my phone, SD card and back memory up but still had a number of issues. This is when I called and was told to buy a lotto ticket. I was extremely upset with the representative and told them to not send a warranty exchange phone because of her rudeness and attitude. I visited a local verizon wireless store and told them my situation and was given a deal - buy the battery of a samsung s3 and get it for free - note that i did have a small crack on my screen which the sales representative saw and DID NOT mention anything about there being a damage fee. I understand that on the box you use to return the device it does say that there will be a fee for damaged devices, BUT my issue is - why did the sales representative not notify me? Verizon was expecting back a pantech, not the samsung they sent out ... either way I had to send back my pantech, why not reconfirm there will be a fee?
I called verizon's customer service and told them my current situation, the lady told me to get in contact with my local store in which I did the exchange. Here are my call records:
Friday - verizon wireless center --> local verizon store (was told they will call me back monday after figuring out the problem)
Monday - NO call
Tuesday - I call my local store, the manager was not working and they told me to call on Wednesday which was when the manager will be in
Wednesday - NO manager, and the local store told me they will call me on Thursday
Thursday - I waited till 4pm (California time) and did not receive a call so I called them, they tell me that the fee is valid because "none of their representatives will EVER sell a phone without notifying their customers of any damage fees"
First of all, it took 5 days to even get a solid answer of my bill, and let alone ... the manager can't simply push the "verizon customer satisfaction guarantee, no one will sell a device without notifying customers of fees" slogan around and tell me I'm lying and that fees are valid. I turned to verizon's customer service for help and was told I can return my device and lose the fee, I asked if I would be given my old device back - NO I wont, so then what device do I use? NO device was to be given to me which sucks because I then would lose $150+ initial payment for getting a pantech breakout then the $40 for the samsung battery and was left with no phone.
After talking with supervisiors and managers, I was given the last deal - 25% off the $299.99 fee
My issue with verizon is that I do not understand WHY customers (myself) have to pay such fines when the issue lays within their customer service and sales representatives. I understand the issue with returning a damaged device BUT i do NOT understand why I am the only one having to pay consequences for this whole issue? Verizon is a big company, so are the under the impression losing one customer is nothing? I will now be returning my samsung s3 and doing an early termination because I am fed up with customer service, I believe it is wrong for anyone to be treated this way and then have to pay. I would rather pay the early termination, then be stuck with people telling me to buy lotto tickets and me to stop lying.
Verizon needs to do a check up on their customer service representatives and work on getting the window of communication open and seriously attend to the needs of customers because they just lost one customer who has been with them since 2008

I was charged $299.99 for returning a damaged device after getting a warranty exchange for a different model. I was on my third model of the pantech breakout and started seeing the same issues I had with previous phones on my current phone, I called customer service and was told by an extremely rude representative to "buy a lotto ticket, because the chances of multiple phones having the same issue is the same as you winning the lotto." Her tone was sarcastic and rude which offended me and closed any chance of me willing to work with technical support or other representatives to fix this issue. My previous pantech breakouts and the one I was using had issues of my SD formatting, SD ejecting without me doing anything, contacts disappearing, phone memory deleting to make room for updates that I had turned off, and basically I was losing data on my phone from pictures, contacts, to personal emails and content without me even doing anything. I went through 3 models and worked with technical support to change my phone, SD card and back memory up but still had a number of issues. This is when I called and was told to buy a lotto ticket. I was extremely upset with the representative and told them to not send a warranty exchange phone because of her rudeness and attitude. I visited a local verizon wireless store and told them my situation and was given a deal - buy the battery of a samsung s3 and get it for free - note that i did have a small crack on my screen which the sales representative saw and DID NOT mention anything about there being a damage fee. I understand that on the box you use to return the device it does say that there will be a fee for damaged devices, BUT my issue is - why did the sales representative not notify me? Verizon was expecting back a pantech, not the samsung they sent out ... either way I had to send back my pantech, why not reconfirm there will be a fee?
Crack voided the warranty, hence the 299.99
The rep made a mistake by judging this as a phone that could be exchanged by warranty, when it wasn't. Plus he / she should have informed you about the fees that do occur when / if the phone seems to be physically damaged.
How did you know the phone had a crack?
I called verizon's customer service and told them my current situation, the lady told me to get in contact with my local store in which I did the exchange. Here are my call records:
Friday - verizon wireless center --> local verizon store (was told they will call me back monday after figuring out the problem)
Monday - NO call
Tuesday - I call my local store, the manager was not working and they told me to call on Wednesday which was when the manager will be in
Wednesday - NO manager, and the local store told me they will call me on Thursday
Thursday - I waited till 4pm (California time) and did not receive a call so I called them, they tell me that the fee is valid because "none of their representatives will EVER sell a phone without notifying their customers of any damage fees"
First of all, it took 5 days to even get a solid answer of my bill, and let alone ... the manager can't simply push the "verizon customer satisfaction guarantee, no one will sell a device without notifying customers of fees" slogan around and tell me I'm lying and that fees are valid. I turned to verizon's customer service for help and was told I can return my device and lose the fee, I asked if I would be given my old device back - NO I wont, so then what device do I use? NO device was to be given to me which ***** because I then would lose $150+ initial payment for getting a pantech breakout then the $40 for the samsung battery and was left with no phone.
In this case you could return the phone and use the $300 or even less to purchase another phone of contract (third party sites).
After talking with supervisiors and managers, I was given the last deal - 25% off the $299.99 fee
This would be the best option in my opinion as you'll get a great phone for discounted price
My issue with verizon is that I do not understand WHY customers (myself) have to pay such fines when the issue lays within their customer service and sales representatives. I understand the issue with returning a damaged device BUT i do NOT understand why I am the only one having to pay consequences for this whole issue? Verizon is a big company, so are the under the impression losing one customer is nothing? I will now be returning my samsung s3 and doing an early termination because I am fed up with customer service, I believe it is wrong for anyone to be treated this way and then have to pay. I would rather pay the early termination, then be stuck with people telling me to buy lotto tickets and me to stop lying.
That problem is solely based on the store, and who manages it. Same goes for every other business out there.
Same goes for the Customer Service line.

Cannot be more dissatisfied with Verizon customer service!

I used to say Verizon is great because it has a great customer service. Now, I am having a second thought. I have just bought a new phone with a new contract and since then I have been having all kinda technical issues with the phone reception and its 4G network. I reported the problem to the Verizon immediately, and in response, instead of simply replacing the phone, they have put me through some time consuming technical checks for three times! and at the end, they just simply left me alone with the problem. Also, every time they acted like they had no idea what the previous person had said/done and made me start the whole process from the scratch! Can you believe it?!
I know I was naive to take their words but I trusted them and now here I am, stuck with a phone and out of the 14 day guarantee replacement window. The last technical support I spoke with literally tricked me, manipulated me and at the end lied to me. After a comprehensive technical check including even a change of SIM card, she fully acknowledged the problem and said she would replace my phone with a new phone (a different device) and do the price match. She asked me to wait for her to double check with her colleague. She never got back to me. I contacted her many times, and sent her many messages but she did not have even the courtesy to call me back. She dragged this issue for so long that now I am out of 14-day guarantee replacement window and stuck with the manufacture warranty replacement!
I am starting to believe that this is a technique they use to make the replacement process very inconvenient and tiring for customers, so eventually they’d give up, and guess what, many people actually do! Furthermore, when they make you wait too long (more than 14 days), you will no longer be eligible for the 14-day guarantee replacement. They get their way and you are stuck with the phone and manufacture. I cannot believe some customer agent use such “dirty” techniques to “manage” the situation (read: get rid of the customer by any means).
The thing I am more angry about than the phone itself is the fact that they insulted my intelligence by lying about the replacement, wasting my time, and the fact that they asked me to trust them but did not return my trust. Speechless!

These are the Verizon Residential forums used for peer-to-peer support for FiOS, DSL and phone line users.
It looks like your issue is with Verizon Wireless. You should check out their forums and support on their web page:
http://www.verizonwireless.com/
Good Luck.
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 as Accepted Solution so others can see the solution to the problem.

Cannot be more dissatisfied with Verizon customer service

I used to say Verizon is great because it has a great customer service. Now, I am having a second thought. I have just bought a new HTC One with a new contract and since then I have been having all kinda technical issues with the phone reception and its 4G network. I reported the problem to the Verizon immediately, and in response, instead of simply replacing the phone, they have put me through some time consuming technical checks for three times! and at the end, they just simply left me alone with the problem. Also, every time they acted like they had no idea what the previous person had said/done and made me start the whole process from the scratch! Can you believe it?!
I know I was naive to take their words but I trusted them and now here I am, stuck with a phone and out of the 14 day guarantee replacement window. The last technical support I spoke with literally tricked me, manipulated me and at the end lied to me. After a comprehensive technical check including even a change of SIM card, she fully acknowledged the problem and said she would replace my phone with a new phone (a different device) and do the price match. She asked me to wait for her to double check with her colleague. She never got back to me. I contacted her many times, and sent her many messages but she did not have even the courtesy to call me back. She dragged this issue for so long that now I am out of 14-day guarantee replacement window and stuck with the manufacture warranty replacement!
I am starting to believe that this is a technique they use to make the replacement process very inconvenient and tiring for customers, so eventually they’d give up, and guess what, many people actually do! Furthermore, when they make you wait too long (more than 14 days), you will no longer be eligible for the 14-day guarantee replacement. They get their way and you are stuck with the phone and manufacture. I cannot believe some customer agent use such “dirty” techniques to “manage” the situation (read: get rid of the customer by any means).
The thing I am more angry about than the phone itself is the fact that they insulted my intelligence by lying about the replacement, wasting my time, and the fact that they asked me to trust them but did not return my trust. What a shame!

Your phone has a 1 year manufacturer's warranty as long as the device has no physical or water damage. There is no limit on how many times the phone can be replaced under warranty. Verizon Tech Support would trouble shoot the phone and would be replaced for free if they cannot resolve the issue.

Horrible Customer Service from Verizon and Anytime Assurian Insurance is a SCAM

I am posting this so everyone is aware how horrible the customer service has become at Verizon and the insurance replacement coverage offered. Please read and BEWARE before purchasing this extended coverage as Verizon will NOT work with you!!
We have two phone lines and a tablet with service through Verizon and pad the anytime additional insurance through Verizon which is supposed to cover standard insurance PLUS extend the manufacturer warranty. If the defect is due to manufacturer defect, then the replacement is supposed to be covered without a deductible.
So now, the recap of the horrible experience we have been through .....
My husband has an Iphone 4s that had the power button on the top of the phone fail. The button does not press on/off correctly. He contacted Verizon and they put him through to the diagnostic time to approve or deny the replacement under the extended warranty. He contacted the tech and described the problem. The tech advised him to check all of the water indicators on the phone. The top one for the headset jack is slightly pink and the other indicators are completely white. The tech advised him they could send him a replacement phone and then he would send in his old phone for evaluation and he would know in about 6 weeks if he would be charged a deductible. He then spoke with Kiera (sp??) who advised him to have the phone checked by Apple Genius Bar.
He took the phone to Apple. They advised the phone is in great condition and that if he had purchased the extended Apple Care instead of Verizon's Assurian Insurance they would cover it with no deductible. The stated the reason the phone was not functioning was clearly related to a manufacturer defect and wrote on their assessment paper they gave him that the phone is in great condition. They stated by indicated that water damage is indicated by all three indicators being tripped -- NOT just the top one. The rep then walked outside with my husband and said it's raining so Verizon would now void the warranty part and make him pay a deductible since Verizon is being nit picky.
We then went to the local Verizon store. The rep and the store manager looked at the phone and stated the top is tripped so the insurance department will call it water damage and not honor the manufacturer defect. I stated that it seemed like they were finding a loophole out of the insurance coverage for the extended warranty part and making the customer pay a deductible. The manager then stated "other carriers would screw you the same way." REALLY -- THAT'S THE CUSTOMER SERVICE WE PAY INSURANCE FOR???!!!!!????
So, we called and spoke with a really nice customer service rep (Suzette) who stated unfortunately it was not her department but that she would send a message to have Kiera call us back. That was a week ago and NO CALL BACK FROM KIERA. Again, this is the customer service we pay for???
So, we called today and spoke with another rep and a manager. The manager again stated we could send in the phone and it's 50/50 if they will charge the deductible. She stated Apple should honor even though he is outside Apple Care if it is their defect. I asked isn't that what we pay them for?? She stated they will look at the indicator and call it water because she Googled it --- apparantly Google knows more than the Apple Genius Bar on their own product! I even offered to fax the paperwork from Apple. My husband offered to send them the phone and have them evaluate it before they send out the replacement so he's not taking a risk on paying the deductible. I asked the manager to email me her contact info. She indicated she would ... 2 hours later, no email.
So, my husband that is up for an early upgrade but wants to wait until he's eligible for the Edge program (in which he would pay unsubsidized prices for phones to upgrade early -- and give them more money for phones) is stuck with having to decide to continue to use his prior phone that works or risk having to pay $200 for a deductible because they have stated they will look at the indicator and even if it's unrelated, call it water damage.
We are seriously looking at cancelling our coverage and just going to another carrier. Because in the end, phones and service are similar, so you really pay for the customer service you get. Or in this case, the lack of follow up, loopholes in their program, and lack of customer service. I am thoroughly disgusted that I have paid Verizon for their service for 10+ years and have always paid for insurance without ever having to use it before --- and this is what we get.

It's not really a loop hole.. if the indicator is pink what do you want verizon to do? Google it, a lot of people on all carriers have been charged for returning a phone with just one indicator showing water damage with iphones.. This is what insurance is for, you pay a deducible instead of full retail. I think you are hung up on thinking the apple rep didn't lie to you, it's easy to say whatever you want when you know you won't be held accountable for it. I mean verizon is a service provider, maybe you should buy your phones from manufacturers if you think you get a better deal
Have you tried to reset the phone via itunes? Not likely a software issue, but i've seen stranger things with iphones.

Stuck in customer services returns ****

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