Terrible Customer Experience at both the store & call center!

I’ve just had the worst customer service experience at Version Wireless. Absolutely TERRIBLE!
I upgraded my plan to the unlimited shared plan to avoid wireless overage charges. I attempted this through the Verizon application but I had concerns because it kept timing out. I tried to call into the call center but after waiting on hold for 30 minutes I hung up and gave the app another try. When I logged back on it looked like the change was made but I kept getting overage messages. I figured this was an old message from before and would go into my local Verizon store when I got back into town to verify.
A week later I got back into town and went to my local Verizon store for help (10/22/12). I had a terrible experience. I was greeted at the door and my name was taken down. I sat there and waited, and waited… I finally approach a Verizon employee to ask if they could just help me real quick. I was quickly dismissed, he said he could not help. So I waited even longer… Finally, the door greeter came up to me again and asked if I’ve been helped. I said no of course… He said it looks like he forgot to add my name to the list.
Finally, after an hour of waiting, I was seen. The Verizon person who assisted me confirmed my plan did change but noticed I was billed overage. She said I'd have to call into the call center to discuss my plan further and why I was charged overage (frustrated)!
So, I called the call center again, got passed around… Finally got a rep who said this was all my fault. She said “I” asked to plan to start NEXT MONTH, not this month which was totally false. I explained to her the situation with the application timing out but she said it’s still my fault. I asked to speak to her manager… I get her manager on the phone (Teresa) and she empathized with my situation and apologized for the error but said since the bill cycle just closed she could only offer a 40% discount. This is just crazy… How does a company know they’re wrong only offer a 40% discount on the overage for their mistake?
Long story short, I did not take the 40% as that is just a slap in the face. I’m in the process of escalating this to their executive level to see if they can listen to my story.
Terrible! Verizon may have the most 4G LTE Coverage but the WORST customer service by far! “Customer is always wrong!”

First of all, I assume you mean unlimited minutes and texting since Verizon does not offer unlimited data anymore.
How is Verizon wrong or "know" they are wrong. YOU did not "speak" with anyone from Verizon who told you the change had in fact taken place. YOU, instead, looked online and it "appeared" the change had been made even though you were still receiving overage messages. YOU assumed it must be an old message. At this point YOU still had not gotten confirmation that your new plan was in effect, although YOU continued on as if it had.
And YOU think that "Verizon" is wrong. It seems that YOU were the one who was wrong. I would take the 40% if you can still get it.
It seems that they are offering you a discount even when they don't really need to. How is THAT bad customer service?

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Is there anyone out there who may be able to help? Unfortunately there seems to be no way to escape being connected to the overseas call center, where managers aren't really able to provide any assistance either.

I will make a complaint to the better business bureau. I'm out $48 (because I gave it to my brother- we are both college students paying our way through school- except I'm in my 30's and also paying bills). It isn't a lot of money but its a spit in the eyes from Verizon. 15 year customer- so what- spit in the eyes. Sells Verizon phones at her job everyday when she's not working really hard in school- so what- spit in the eyes. I'm also forwarding all of this to our district Verizon rep- see what she says.

Terrible customer experience, this is why people buy from Amazon

Hi,
I use to love bestbuy and decide to give bestbuy a chance to win me back after years of buying from amazon. This was probably the worst mistake ever as buying experience was horrible.
First, the biggest reason why I decide to purchase from bestbuy was due to the haul away. I calledl customer service and the person told me it wouldn't be a problem with haul away because my dad is about 70 years old and he wouldn't be able to throw away the old LCD tv he had. After the phone call was over, I got an email telling me the order staus and the shipping address was wrong. I had to called back (wasting time here) to change the address and was hung up on during transfer which then I had to be put on hold again for another 10 mins and was told the shipping was updated. Good, I thought that was all settled until I found out today that the item was being ship via UPS. I'm pretty sure UPS doesn't do haul away and I called bestbuy to confirm what is the deal with the haul away. They told me the haul away is for 50 inch and over and they can't do anything about it unless I pay 69.99 to haul it away. This is unbelivable and I'm done buying from bestbuy. You just lost the customer forever..
3 phones just to get one tv and bestbuy still can't get it right. If I wanted to do this way, I would have done this in amazon and 5 mins i would have been done. Thanks for making buying a tv the worst experience in my life and i brought plenty of LCD tv in the past.

Hello hyenug,
It was very nice of you to purchase a TV for your father. I’m sure he was ecstatic to know it was on its way to his house, only to be disappointed that there wasn’t a free haul-away service attached to his order. It sounds like you may have been led to believe this was the case, and it’s regrettable to hear we may have incorrectly set this expectation when helping you purchase the item over the phone yesterday afternoon.
When purchasing a 51’ TV or larger, we tend to have a delivery option available to those who would rather have the convenience of us hand delivering the item to the address of their choice. If delivery is purchased (or provided free with certain TV purchases), there should be a complimentary haul-away service that may be added to the service order so we may properly dispose of your old item in an environmentally friendly way.
As your television is a 48” model, delivery is not an option for your purchase. This means any haul-away service would be at cost to you should you wish us to remove your current TV from your father’s home, and this could explain why we couldn’t honor your request for a free haul-away service when you called us earlier this morning to attempt to modify your online order.
Please know I greatly appreciate the feedback you’ve provided us, and I’ll be sure to document your concerns so the appropriate internal corporate teams may review them for potential coaching opportunities. I’m truly sorry for any frustration or inconvenience this experience may have caused, while it sounds like this misinformation and experience has tarnished your opinion of us, I truly hope you will provide us another chance to win you over in near future.
Respectfully,
Alex|Social Media Specialist | Best Buy® Corporate
Private Message

HT201272 I bought an App in the store called IGigBook. Can't update

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If you downloaded or updated it since June 19th then you will have the current version (the current version is the only version of the app in the store).
Does the app itself have a settings and/or help option within it that shows the version number ? If you didn't have the current version of it on your iPad then it would appear in the Updates tab in the App Store app - a potential exception to that is if your iPad didn't meet the current version's iOS requirements, but as that is only iOS 3.2+ that won't be the case.

TS1425 My IPod will not allow me to return to the beginning. I can press the menu button and it will not respond. I have also tried to reset by pressing both the menu and center but ther is no response to it. Help!

The wheel on my IPod nano, 5th generation is unresponsive when I try to use the menu part to go back to previous books. It's also unresponsive when I try to reset by pushing the menu and center in at the same time. Can anyone help?

If you have double checked to make sure the hold switch is not activated, it may be a hardware issue with the iPod's click wheel, meaning you'll need to have it serviced.
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B-rock

Truly Terrible Customer Service- Problems With Lenovo U410

Hello everyone,
I would like to share my Lenovo Customer Service experience.
While on holidays in Poland last August, I decided to buy a new laptop in one of the big electronic stores. The laptop, however, developed a fault on the second day. I thought it was a case of bad drivers causing the problem. After I returned from my holidays, the fault was still there.
I contacted the Lenovo Customer Service who requested a proof of purchase. I explained that the laptop was bought in Poland on holidays and sent them on the receipt. A day later, I got an email saying:
"Your machine has been booked in for a full repair at our service centre. Thank you for your proof of purchase.
In 2-3 working days you will receive a letter containing instructions regarding the booking of your collection. The letter will also contain very important terms and conditions in particular with regards to data loss.
Please follow the instructions and your machine will be repaired under warranty."
A few days later the machine was taken off me by a DPD courier for almost 2 weeks. In the meantime I had no other option but to use my father's laptop to do my final year college project.
I was delighted when I got the email:
"We have completed the servicing of your item.
Your item is now being packed and prepared for dispatch. You can track your package online..."
However, 30 mins after using the "newly repaired" laptop, the stripy screen came back! Needless to say, I wasn't happy. I contacted Lenovo again, their customer service agent apologised for the bad experience and said that the laptop will need to be sent back again. For me that meant another 2 weeks without the laptop!
This Tuesday, I finally received the laptop back. After using the laptop for an hour or so, the horrible stripy screen appeared in front of my eyes! This time I was absolutely infuriated!! The laptop was sent back twice and the same problem persisted. I got my phone and rang the Customer Service to ask what the hell is happening?!
The answer I got this time was that the laptop was purchased in Poland and therefore it is not covered by the International warranty!! A few months of dealing with the company, a couple of phone calls and sending the laptop off for a repair twice to be told that they didn't fix it because the machine is not covered by the International Warranty?!
This is my short story of my terrible customer experience! I am not satisfied with the way this company operates, takes my laptop off me, sends the laptop off to their repair centre in Germany to then say that they cannot fix it?! Could anyone who works for Lenovo please explain to me where is the logic in that?

I find it absolutely deplorable of Lenovo that there has been no posted response to this customer service issue. I have been trying to decide for a while now if it was worth purchasing a Yoga 2 Pro as it looked to have all the specs of a PC Hybrid I was hoping for. Well....how wrong could I have been...I had no idea how appalling the customer service is from this company!
Firstly, in the UK...there have been some nightmare stories of faulty items and ridiculous product shipping delays that just seem to keep changing without any thought for the consumer in explaining what the hold up is. If you want to see a fantastic daily updated example of this alone just have a look at the Lenovo UK Facebook product page. Just reading it for ten minutes is tragic. There are so many upset customers in there that it almost seems comical.
The shipping delays are pathetic, they will glady take people's money (including warranties on items that arent there!) and hold it in the Lenovo bank accounts but the slow service and response to those with faults displays a complete disregard for the consumer. I can understand a company being unable to keep up with high demand of a product if it is very good and in demand but this needs to be addressed with admission in communication. Simply advertising a product that people cannot access and dealing with the irate customer-in-waiting afterwards is not acceptable.
Let it be known that Lenovo through their own incompetence have lost a customer before he even purchased anything today. I can only hope that others considering making a purchase will see further posts like this and feel deterred in the same way. That way, Lenovo may finally see that they really need to up their game in terms of service and quality control. To the person that made this post, I can only feel sympathy for the problems you had with them and can only say that you are certainly not alone! Check out their UK Facebook page to see just how terrible the service is (including choosing to ignore the more upset customers while blowing the trumpet whenever someone's problem is "sorted"!).

My as yet unresolved appalling customer experience

This message presents my appalling BT experience to date. As yet, it remains unresolved and - of course - I cannot reach anyone who can actually do anything about this.
On 19JUL13, I placed an order for BT Infinity 2, Phone, and Vision to be connected at my new house. Prior to renting that house, I used the BT checker to confirm that services were available. I received an order confirmation from BT (BT.COM Ref: BTCEAA004000090198) the same day, confirming installation on my requested date of 08AUG13, 0800-1300. At the time of ordering, I requested a new line be connected to the property due to my landlord having existing telephone infrastructure that was to remain untouched (and, anyway, had sockets in the wrong locations for us). Given that we were moving in to the property on 05AUG13, 08AUG13 was the optimal date for us as (i) we require a landline service because my wife is seven months pregnant and (ii) having relocated from overseas I am supposed to be working from home (hence the Infinity 2 requirement!) while she is in the late stages of the pregnancy.
On 04AUG13, I was called by a 'Sarah' at BT who, because I was on another call, left me a voicemail asking me to call back on a certain number and enter a PIN as 'we need some additional details'. I duly did so, 10 minutes later, only to receive a recorded message stating that the office I had called was now shut.
On 05AUG13, I spent approximately an hour making calls and waiting in call queues trying to reach someone at the number 'Sarah' had provided. Bearing in mind that I was moving house that day and had to use my mobile phone, such calls cost a fair amount of money and kept me away from the already stressful removal process.
Also on 05AUG13, our Home Hub4 and BT Vision box were delivered. On the same day, BT took GBP147.95 from our nominated bank account (being our annual line rental in advance) and established a direct debit in their favour.
On 06AUG13, after another hour and a half in call queues, I eventually reached a 'Manju' in the BT call center. I asked what 'additional details' were required only to be told that everything was fine and that the installation was on track. 'Manju' promised to 'take ownership of my problem' and to keep me appraised of progress.
On 08AUG13, no engineer arrived to perform the installation! After another hour in call queues, still on my mobile phone, I got through to a 'Harit' at 1417 on 08AUG13. 'Harit' was, of course, entirely unaware of what was going on with my order but, of course, promised to 'take ownership' and call me back within two hours.
Two hours later, no calls - from either 'Manju' or 'Harit'. A pattern was emerging....
While spending much more time in call queues on 08AUG13, we also managed to obtain a support chat session with a 'Bernie Coyle'. After much to-ing and fro-ing, Bernie finally advised that our order had been cancelled. Yes, you heard that right, our order had been cancelled by BT Group - allegedly by OpenReach because they had been unable to find out which line we intended to take over at our property. This despite our having spoken to 'Manju' and being told that nothing was required and despite BT having already taken payment from us.
Eventually, at 1830 on 08AUG13, we escaped the call queues and got put through to a 'Ben' in the Infinity team. We signed off the chat session with Bernie (of which we kept a transcript) and focused on 'Ben'. "ben' advised that the order had indeed been cancelled by OpenReach as they had decided that, instead of providing a new line as requested, it would be easier for them to take over one of the existing lines at the property. This despite our having requested a new line because, as mentioned above, none of the existing sockets were in the right place. 'Ben' undertook to re-raise the order for us, declaring it an explicit forced provide rather than being an optional take over of an existing line. One of the primary reasons for doing this is that, per 'Ben''s commentary, the new line installation fee of GBP130.00 would be waived as we were ordering telephone, broadband, and television on the same order while the take over of an existing line and the subsequent moving of the master socket would attract a fee of GBP130.00. We reiterated that we had originally asked for a new line and challenged why OpenReach would change the order without consultation. The response we received was 'that's just what they do sometimes'. When I asked why 'Manju' had said that no further information was required, the only response 'Ben' could offer was that he did not know why that had happened. At the end of our conversation with 'Ben', we were left with the impression that while our order had been cancelled by OpenReach, our new 'forced provide' order was under way and that we would be called within 24 hours to advise of an installation date. To be fair to 'Ben', he did call us back after 15 minutes of finding out how to re-raise the force provide and, in order that we could have Internet access, provided us with a BT Openzone WiFi voucher. Thanks 'Ben'.
The next day, 09AUG13, we received a text message - not a call - asking us to again call BT and enter a PIN. On doing so, we then waited in a call queue for approximately 30 minutes before being put through to a 'Kirsty' in the order team at 1235. 'Kirsty' advised that a GBP50.00 deposit was required before the new order could be progressed. This despite BT having taken GBP147.95 and established a direct debit in their favour only 4 days previously. When challenged, 'Kirsty' went away to discuss waiving this deposit due to the circumstances and eventually came back to say that that fee would be waived. 'Kirsty' then advised that the earliest installation date would be 27AUG13. That is 19 days later than the originally requested date - remember, my wife is seven months pregnant and we are looking at not having a landline - and nearly six weeks after our order was first placed with and accepted by BT. At this point, 'Kirsty' also notified me that rather than having had to call the chargeable '800' numbers I had been told to call previously, I could have called the lower cost '03' number. It would have been nice to have known that before…especially as, by this time, this one call alone had been running for over an hour!!
I was, to put it mildly, a little annoyed by this conversation and - after 'Kirsty' also promised to 'take ownership' of my problem - demanded to speak to a manager. I was then put through to one 'Imy Hussein' who purported to be an order team manager based out of Accrington and, as a result, was promptly on the receiving end of my ranting about the experience to date and demanding an explanation as to why BT were being so obtuse and difficult to deal with. At the end of many platitudes from 'Imy Hussein' (for example: "I've been here 30 years and know my way around the system", "My team here works to a process and it is a good process", "We are taking responsibility for your problem and will try to expedite your order", etc.), we agreed to allow 'Imy' (for, by now, we were on first name terms) and his team to take responsibility for re-raising the order to expedite the new line connection and to then expedite the additional services we had originally ordered. In the course of 'taking ownership' of my problem, 'Imy' promised that regular calls, texts, and emails would be forthcoming in order to keep us appraised of the progress of what, by now, was becoming a bit of a farce.
On 11AUG13 at 0826, I received a text message from a 'Stewart' at BT to advise that 'one of my colleagues will be calling you between 0800-2000 on Monday (12AUG13) about your order'. No call was forthcoming but, on 12AUG13 at 1709, I received a further text message saying that 'we have escalated the activation of your landline this morning and are currently awaiting a fast tracked date as to when the line will be activated…we will call you with the update'.
On 12AUG13, I received an email that began with the words: 'We're really sorry to hear you have cancelled your service.' Well, no, I didn't: you did. The email went on to say that I would need to wait for a label/packaging and then return the Home Hub 4 and BT Vision box to BT within two weeks otherwise I may have to pay to return it to them. Really? Apparently the automated systems at BT only understand service cancellations as being the customer's fault and nothing to do with failures to communicate internal to BT Group… Of course, were BT to be so rapid in returning the money they have already taken from me (an interesting point: surely that means that BT are contractually obligated to provide what I ordered originally as they have accepted my acceptance of their invitation to treat?), then perhaps I would feel differently about returning the equipment post-haste.
By this morning, 14AUG13, no call had been received. Optimistically, perhaps stupidly, we logged in to our BT account to see if any updates had been posted online. Imagine our surprise on finding that the latest activation date was 04SEP13. Rather than waste more time and money trying to reach someone who knew nothing of our problem by telephone, we called up the BT.com support chat service and - surprise, surprise - were again lucky enough to be connected 'Bernie Coyle'. Imagine our pleasure as, out of all those support chat operators, we had managed to reach the same person we had spoken to last time! Imagine our falling spirits as we then discovered that 'Bernie' knew nothing and had to call Order Management to find out what was going on. The response from order management was that our problem is now being case-managed while OpenReach address the 'line plant issues'. Now, as a network engineer of some years past, I understand a bit about telecom and computer networks so I asked for an explanation as to why connecting a wire from the street to our property might be creating 'line plant issues': especially as there are already four such wires running from the street to the property, two of which are currently ceased lines and therefore represent reusable infrastructure. Unfortunately for us, 'Bernie' could not provide any further information as our order was being 'case-managed'.
Interestingly enough, given the history above which - of course - I have extensively documented, 'Bernie' also tried to dissuade me from contacting OFCOM as 'they won't accept your complaint unless we hit deadlock'. Well, that worked well as the body of this text forms the body of a letter to one Warren Buckley (who, it seems, is on Linked In and therefore publicly accessible!), copied to OFCOM. Why would I do so? Well, fundamentally the role of regulator is to ensure fair and reasonable behaviour by those it regulates and, to be fair, my experience to date has been anything but fair and reasonable. It has, instead, been frustrating, distressing, expensive, and - to date - pointless. Let's sum up the cost of the BT 'customer experience' for me so far:
1. Approximately 3.5 hours of sitting in call queues on chargeable calls from our mobile phones: GBP21.00 (not including those calls to the '03' number which were taken from our inclusive minutes allowance)
2. Approximately two full days of my time spent waiting in call queues, trying to obtain a resolution in chat, and waiting around for engineers that were never coming: GBP1,590.00 (at my government accepted day rate of GBP795.00) Ex-VAT
And that's just the direct financial cost. Factoring in the sheer amount of stress and distress these problems have created for my PREGNANT wife and I must at least treble the direct financial cost.
Right now, still on 14AUG13, I've just re-reviewed our order online. It talks about landline and broadband, but does not mention Infinity 2. There is no mention of BT Vision per our original order. While our order is being 'case-managed', it does not seem possible for me - the CUSTOMER - to find out what is happening with my order or when I might expect to receive service. I am fully expecting that when I do receive service, BT's systems will take the view that my annual line rental actually started when they took the money (on 05AUG13) and conveniently ignore the current delay caused by BT's own actions and subcontractors.
Here's the thing: all I want is the telephone, broadband, and TV service that I have ordered based on BT's offer to supply such to me. It cannot be this hard to organise that, provide what I asked for *when* I asked for it, and then get out of the way so I can carry on with my life. Imagine going into a restaurant and ordering a steak from the lavishly presented menu. Then, when the waiter appears four hours later with a chicken breast and insists on giving it to you, being told that the supplier decided to only deliver chicken breasts because it was easier for them. And then, to compound matters, having the restaurant refer you to the supplier to find out why that was and to endeavour to achieve some redress for your inconvenience. Now multiply the frustration and stress you would feel by 1,000 to get a sense of how we feel right now…
This is, by far, the worst experience I have ever had with BT. Not only does one part of BT not have any idea what the other part is doing, it seems that the customer-owning part of BT has no control over the network-engineering part. In fact, it appears that the OpenReach tail is wagging the BT dog: to the detriment of customer experience. Add to that the fact that call queues are so long that a suspicious person might imagine that this was seen as a revenue-generating opportunity and the business begins to look very haphazard and uncoordinated. This lack of co-ordination is especially true when, 9 times out of 10, customers get through to offshore call centres who, quite obviously, have no authority and limited ability to do anything and, instead, appear to act solely as call-screeners for other parts of the company.
What happened to BT? I've just come back from a number of years overseas where, despite owning and operating very young networks and businesses, telecommunications providers actually take your order correctly, deal with you expeditiously, turn up when they say they will, and deliver the services you requested. It really is not that hard to do a good job but, right now, it seems that BT have no idea what the truth of their customer experience is and that reflects very badly on the business as a whole.
David.

Hi davidwprior,
Welcome to the community.
I'm sorry for the problems you've had with your order. I'd like to take a look at this to help sort this out. To get in touch, click on the "about me" section of my profile and you'll see the link there to "contact the mods".
Thanks a million,
Robbie
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry that we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)
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Spent almost 4 hours in the store today...left empty handed - Verizon doesnt care.....

I have been a Verizon customer for over 15 years and have never missed a payment.....NEVER. Well, I moved in January. My Autopay was kicked back to Verizon (address on Debit Card didn't match...ooops!). My bank showed the payment went through and Verizon show my bill as unpaid. So after going back and forth with Verizon customer service, I paid the bill (again) and finally....a week later....BofA showed the payment to Verizon as reversed. Well, through all that...my payment was a few days late. I'm sorry (see first sentence...NEVER late until now).
Today I went into a store to move my work phone number back onto a Verizon plan. I knew this would take a while...so I planned for it. Well, my account was blocked for adding a new phone on the edge plan. Ok. I understand. I explain what happened. The Store called customer service. The store said they think it's going to be all taken care of...it just might take 15 min to One hour to have the block removed. I waited....waited....went next door to get some lunch....came back....waited. When I got back the store was acting funny. So I asked what the status was....they called customer service again. Then the Store asked me to come to the phone to talk to Customer Service. Customer service said this would take 3-5 days. I was floored. If they would have told me this in the beginning, I would have left and not wasted 4 hours of my work day sitting in a Verizon store. I really feel the store didn't care, They knew I have another one of my lines on the Edge Program, so they know I can't leave for another year. I got the run around from the Sales Person and from the Manager. After 15 years, I guess I'll just ride my contract out and move on.
Main points:
1. The Store I was in didn't have the guts to tell me after being re-assured for 3-4 hours, It wasn't going to happen today. They let the customer service agent tell me.
2. Verizon doesn't care. They don't care of you leave to another provider. As long as you are under a contract, they don't have to provide good customer service.
3. Loyalty is gone. See #2.....

Just because your line is on Edge doesn't mean you can't switch. You will pay the same by staying or switching because you will be billed the balance of the full cost of the device if you switch. If you stay until the Edge agreement is paid off then you will have paid the balance of the full cost of the device.
Switch if you must and good luck with any different provider.

Hi i was wondering can i buy a macbook pro 13 inch. with a 500 GB hardrive that costs 50 dollers more im gonna buy the one that costs 1200 dollers anyone who can help me? i know that can do it online but i was wondering can i buy it like that at the store

hi i was wondering can i buy a macbook pro 13 inch. with a 500 GB hardrive that costs 50 dollers more im gonna buy the one that costs 1200 dollers anyone who can help me? i know that can do it online but i was wondering can i buy it like that at the store

anton93 wrote:
hi i was wondering can i buy a macbook pro 13 inch. with a 500 GB hardrive that costs 50 dollers more im gonna buy the one that costs 1200 dollers anyone who can help me? i know that can do it online but i was wondering can i buy it like that at the store
Call the store & ask them!

Sure Response Alert system call center

Does anyone know any info on the call center that handles the Verizon Medical alert system "Sure Response"? Who runs/owns the call center? Where is it located? What is the training extent, etc? I find little information regarding the actual call center that handles the emergency situations.
I'm very interested in getting this system for my father, as he has no home phone lines, lives in an area that Verizon is the strongest signal and it seems a good system (I tried it at the store and am not sure why all the negative reviews.. is easy enough to use). Am slightly concerned that Verizon doesn't promote this more, as I sometimes think that means they aren't serious about the product.
At any rate, I really need to get more info on the group/place that actually takes the calls.. and what type of information they keep on the customers using this product.
anyone have any info?
thanks

My husband used this system for several months before he passed away. We were very happy with it. He accidentally pushed the call button a few times. The personnel who answered where very kind. Told him no problem, could they help him with anything, did he have any questions, and to "call" them if he had any issues.
They were professional and since we had registered his health information we were confident they could help in an emergency. He wore it as a wrist watch.
When he passed, I took the unit to Verizon and they promptly ended the contract. They told me to keep the device, as they no longer carried them. Apparently they still provide the service, not the device. They suggested I advertise it on eBay.

Fed up with the terrible customer service.

I'm so fed up with Verizon's terrible customer service. My DVR started going out last week. I figured that now would be a good time to get the new 500gb DVR that all of the new customers get to have. After several long calls with "customer service" they said that I could pick one up from the local store (which is a 30 minute drive). So after calling in the morning to make sure that the boxes were in stock, I went down there. They refused to give me the newer 500gb DVR, instead giving me a 120gb DVR.
When I got home, I called customer service again three more times. The third time, the customer service agent put in an order for a new DVR, promising me that I would receive the 500gb box. Guess which DVR they sent me? The 120gb DVR!
Again, I called customer service, got hung up on, called back again and was unable to speak to a supervisor. They also claim that they have no control over which DVR they can send. That's so ridiculous.
I've had it. I pay waaaaaay to much and have been a loyal customer for over 4 years. I don't even get the 25/25 internet speed that I'm paying for. As soon as my contract is up I'm switching to Time Warner or AT&T. I know their customer service is much better, and at least I'll be able to use a faster wireless router.
Good Bye Verizon. You're way too expensive for how you treat your customers.
Solved!
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October 2011
Wanted to add another set top box for a 3rd TV. So I called customer service and had them send me one instead of going to the FiOS store which in my area, which uses 2 gallons of gas round trip. I asked for the newer black colored box which is lighter and uses less energy. 2 days later, the package shows up at my door and low and behold, they sent the old large box instead. Surprised? So I called the local FiOS store in Spring Valley, NY since I couldn't get through to customer service on the phone that morning (perhaps because it was the day before hurricane Irene struck the NY area) and was told to just bring it up there. I wound up spending FOUR HOURS in the store as I was told they couldn't switch it out because it wasn't plugged in and activated! They made calls to different departments in an effort to straighten this out, but to no avail. I wanted to take the box and smash it on the floor in front of them! Unless I miss my guest, ALL cable boxes are tracked by their serial #, so why was there a problem? Because of a colossal design FLAW in the Verizon FiOS computer system that requires you to plug in & activate a box BEFORE you exchange or return it. Have you ever heard of anything so stupid in your life? So I took the old box home, took apart that part of the wall unit, replaced the existing HD setop box with the wrong one they sent, activated it, put the wall unit back together, took the box I've had for 4 years back, got the new design one, bought it home, installed it, and low and behold, THERE'S NO CLOCK DISPLAY! The excuse customer service is giving out for this one is that alleviation of the clock display makes the box use less energy. Just who does this company think they're BSing? I was in the digital clock biz back when digital displays first came out in the 1970's. These vacuum florescent types use barely any power at all to speak of compared to what the box consumes overall. They know the average consumer doesn't have the technical background I have to know better. Just another excuse so Verizon could save a buck or 2 on each box they buy from Motorola, As Porky Pig would say, "BADEE BADA BEDED THAT'S ALL FOLKS!"

Terrible Transfer Experience - 10+ hours with bad customer service

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

Since we haven't heard back from you or have received a form submission as requested in your private support case, it appears assistance is no longer required. If you need any future help with your Verizon service, please make a post here on the forums so we can assist.
Anthony_VZ
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Where is that "Comcast Guarantee" and care about the "customer experience"?

Where is your Comcast Guarantee? Empty words, AGAIN? "We’re constantly pushing the boundaries of innovation and creativity, and that includes the customer experience. Our customers deserve the best experience every time they interact with us, and improving upon that is our number one priority." "We will always be on time within your 2 hour appointment windowor you’ll receive a $20 credit*.As a courtesy, we will call you before we arrive at your home. And if we fail to arrive for a scheduled visit during the appointment window, we will credit you $20*." "We will resolve routine issues in one visit or you’ll receive a $20* credit.After the first visit to your home, if we do not satisfactorily complete installation or can’t resolve a routine issue, we will credit you $20*. Additionally, we won’t charge you for a service visit that results from a Comcast equipment or network problem." "We will treat you and your home with courtesy and respect.Our technicians will display their Comcast identification clearly when they arrive at your home. They will be trained and equipped to complete the job on the first visit. Our Customer Account Executives (CAEs) will be courteous and knowledgeable when you contact us." I think your word to the customer is worthless. You obviously don't believe a customer's time is valuable, but the recording claims "we value your time". More empty words. You sent a tech to my house that took my cable box for no reason, and left me with terrible service, and a fake follow up appointment. He would NEVER have taken a box from a man, but a woman alone in her home he's allowed to walk all over. Now,after hours and hours and hours of phone calls, messages to the forum, and more comcast no-show for another follow up appointment, more phone calls and appointments, I am back to where I was BEFORE Comcast sent out a tech - still with the original problem that cannot be solved, but at least I have a signal and a box. No one is stepping up to honor Comcast's guarantee. No one has offered to credit my account for anything. No one has contacted me about my bill. I did try to contact billing, and they don't know anything about what kind of mayhem this tech caused me and Comcast, and they want to tell me about a credit applied to my account when $2 was taken off my bill last month that I have no knowledge of, as if I was given a gift. I asked for a supervisor, and had a terrible connection with her over Comcast's equipment. She hung up on me, wasting another 30 minutes of my time.

Did you register your suite? Did you lose the installer (if downloaded) or the CD's (if purchased)?
If you didn't register, there's not much that you or they can do. Of course you know that when you download an installer, you should save a backup for these situations.
That being said, this forum is for a specific product (Adobe Contribute) and isn't visited by too many folks. If you go to the feedback forum, you may actually find someone that can help.
Feedback forum: http://forums.adobe.com/community/general/adobedotcom_feedback
Good luck.

I recently purchased a song on iTunes, with around five dollars on my iTunes store credit. After making the purchase money was taken from both my store credit and my credit card associated with the account. Why?

I recently purchased a song on iTunes, with around five dollars on my iTunes store credit. After making the purchase money was taken from both my store credit and my credit card associated with the account. Why? The incident is extremely annoying and I am dissapointed with Apple's services. With Apple being a fortune 500 company, why would it resort to ripping off a customer.

If you were instructed to call them, then that's what you should do. They will probably need to verify your identity before helping you with the security question.

IPod broken out of the box - Apple Store calls me a liar

I purchased a 5G iPod a couple of days ago, and when I opened it, there was what appears to be a hairline fracture in the LCD (not on the outside of the screen, but on the inside), which caused the margins of the crack to be black and squiggly.
When I took this to my local Apple Store (Austin, Barton Creek Mall), the employees took turns, in increasing rank, calling me a liar. The accusation was made in the sissy, evasive tones that store managers take, but what it boiled down to was a refusal to exchange my device because he insisted that what I was telling him (that it was like that out of the box) was not true. I was treated with such polite distain and condescension that I left the store with a vow not to purchase any more Mac products there... ever. Not a mild conviction either, as I run a small business and tend to purchase $5 - $7k worth of Mac products annually.
I discussed the issue with a physics fanatic whom I am acquainted with, and he seemed to be under the conviction that a flat plane of a fragile substance, no matter how well protected in the device or the box, would crack if dropped far enough and at a certain angle. He said the conditions necessary to crack it that way would be fairly rare - thus explaining why the issue had never presented itself to the fussy store manager - but not so rare as to be unplausible or incredible.
What I was most disturbed by, however, was that the store was more willing to risk screwing me out of $300 than they were to risk eating the replacement. I had assumed that the store would err on the side of taking care of the customer, but was very sorely mistaken.
However, now I'm just ranting. My topic for discussion is this: Has anybody else experienced this? A defect out of box that was rejected as your own abuse of the iPod, or a screen cracked against odds?

Hello Jeremy.
Sorry to hear you had this experience at the Apple Store but I would contact AppleCare and as hard as it may be for you, I would refrain from ranting about the Apple Austin Store when doing so explaining this fracture was present when the iPod was first opened.
Apple will send you a shipping box and return label. When returned, Apple will run a test on the iPod to determine if the crack was caused by abuse. Obviously this screen fracture was caused during shipment or was present before being packaged that went unnoticed but I don't see you have any other option at this point.
Or you can use the iPod service request form.
http://depot.info.apple.com/ipod/

Terrible Customer Experience at both the store & call center!

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