TERRIBLE CUSTOMER SERVICE ON THE PHONE

I just wanted to lodge a complaint about Verizon Fios Phone Reps.  I lost my dial tone on my phone and it comes back sporadically.  In any case, that is not acceptable.
So I call Verizon and chat with the representative.  I am not in the best of moods at this point because I have to go through this rigamarole of answering all these questions which were all answered before -- and told AGAIN that the problem is in my home -- which it is NOT -- but that is what they are seing on their screen -- as if what is reported to them by their computers are always correct.
Whatever.
So, schedule the appt.  They cannot NARROW their appt window down except to say it will be ALL DAY SATURDAY.  THEN adding insult to injury - they say that if the problem is in the home -- that I will have to pay for it.  Ok -- whatever.  I tell them that if the problem is not in the home and I have to wait all day for Verizon to show up -- does this mean that Verizon pays me my day rate?  
I understand that they have to say this but this particular rep repeated it four times over the conversation -- whatever.  Just set up the appt.  WHY CAN'T THE NEW YORK OFFICE CLOSE THE SERVICE WINDOW TIME FRAME To either in the morning or in the afternoon?  Why all day?  If other companies can close the time frame -- why can't verizon?
Over and over he repeated that I would have to pay -- just because a screen tells him the problem is in the home. IT IS NOT.  There was a heavy rain here on Wed and usually what happens is that the lines get wet and the phones get all static-y and I guess this time -- the lines just went down.  The dial tone comes in and out.  
Also, I checked all my phones by connecting and disconnetcing as verizon's ROBOT told me.  And it was confirmed that the problems were not my phones.
In any case -- Verizon --- your customer service SUCKS and I will make sure to tell everyone that I can.

I'm sorry you are having difficulty. An agent with access to your account will reach out to you directly by email, private message in the Forums and/or the billing telephone number on your Verizon account for more information or to help you resolve your issue.
Moonlighter17 wrote:
I've been trying the local store approach with no help.  Either I get someone that has not idea what different model set-top boxes Verizon carries or they are not wanting to help.  I even had one person tell me all of the boxes verizon has are the exact same, that they only carry ONE model box!!
I've had service for several years and this is the first time I've really needed support and I'm very dissappointed!!  I guess I will have to switch to cable or satellite.  DirecTV keeps sending me super promotions to switch back.
UGH!!!

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    Solved!
    Go to Solution.

    October 2011
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  • Has anyone else had terrible customer service trying to replace a lost or stolen phone through Verizon?

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    Follow us on Twitter @VZWSupport

  • I just want to share my experience or rather terrible experience with apple service.....I am soooo disappointed with the apple customer service at the local store in Tampa......every time they give u an appointment and make people wait for hours......ther

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    Other than what Shotist007's remarks (which solves nothing) your experience is not common. First I would speak to the store manager to get things rectified for you. If that doesn't work out then I would contact AppleCare and speak to a customer service representative and complain via that venue.

  • Contract mis-sold. Terrible customer service from a supervisor-no clear way to make a complaint

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    Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.

  • ChatandVision – terrible customer service, PLEASE ...

    ChatandVision – terrible customer service, PLEASE READ
    I would like to share with community and SKYPE my not so recent chatandvision experience.
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    Sincerely,
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    After 2 more weeks and still no goods I contacted chatand vision again asking for refund, here is reply:
    Dear Alex, 
    Thank you for your e-mail.
    Regarding your concern, I’m afraid that it’s not possible to process a cancellation or refund at this stage, as your goods are now out of our hands. This matter has been escalated to our management and you will be updated via email regarding the situation.
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    March 18, Two more weeks another email to chat and vision, here is reply:
    Dear Alex ,
    We apologize that the item has not reached you as of now.
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    Sincerely,
    Debbie
    Customer Care Officer
    March 28th, after several emails to chat and vision here is reply:
    Dear Alex,
    We apologize for the inconvenience this may have caused on your end. I'd like to confirm though that we have now processed your refund. 
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    The good news though is that we’ll send you an email to confirm when the refund has been completed.
    Please let me know if there is anything else I can do to help, and I hope that you will shop with us again in the future.
    Sincerely,
    Debbie
    Customer Care Officer
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    Dear Alex,
    We are contacting you with regards to your refund. 
    We sincerely apologize for the inconveniences caused. Unfortunately, we can no longer process your refund as normal. We would need to confirm your active PayPal account/email in order to make a transfer instead of refund as the PayPal refund policy timeframe has expired. 
    Look forward to hear from you soon. 
    Sincerely,
    Marcela
    Customer Care Officer
    April 10th, after contacting chatandvision again and sending my email and PayPal etc… here is reply:
    Dear Alex,
    Thank you for contacting us and your feedback. I have forwarded this case to our accounting department with priority. Rest assured that you shall be receiving your credit within the next couple of days. Once refunded it can up to 2-3 business days for the credit to appear on your account.
    Once again, sincere apologies for the delay and thank you for your extended patience.
    Sincerely,
    Fatima
    Customer Care Officer
    April 30th, 3 month after purchase reply after asking about refund:
    Dear Alex,
    Our sincere apologies for the delay of your refund.
    We would like to inform you that since the time frame for us to refund the order through PayPal has already expired, therefore we shall arrange for a transfer instead. In the light of this, please kindly confirm your active PayPal account and email address.
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    Sincerely,
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    Please BE AWARE when purchase from them

    the webpage should be closed from google and microsoft.If skype is using that (offensive text removed) and not listening customers.....(offensive text removed)
    Exactly the same situation with me......I  "bought" the skype phone over the skype webpage....
    Skype should be responsible also for partners..........
    Viktor from Bern
    alexap wrote:
    ChatandVision – terrible customer service, PLEASE READ
    I would like to share with community and SKYPE my not so recent chatandvision experience.
    I have purchased Skype phone from chatandvision, which is basically link from skype shop but transaction handled by chatandvision and not Skype.
    Purchase was done on 31st of January. On 18th of February I contacted chatandvision for tracking number as order did not arrive.
    Despite clear writing on chatandvision site that orders shipped via trackable service this is reply I got:
    Dear Alex,
    Sorry to hear you have not received your package.
    We can confirm that the order has been sent via Airmail Postage from Hong Kong on the 4 February so you should receive it soon. Airmail service distribution is similar to that of HK Post. This type of delivery service has no tracking number yet hope that any delay is minimal.
    Normally, orders leaving Hong Kong, deliveries via Airmail Postage mail are generally 7 to 10 business days.
    But please note that the delivery time may vary and can take a little longer subject to local customs. Sometimes it can take up to 14-21 working days for your package to reach your destination. 
    We thank you for your patience with this issue.
    Sincerely,
    Marcela
    Customer Care Officer
    After 2 more weeks and still no goods I contacted chatand vision again asking for refund, here is reply:
    Dear Alex, 
    Thank you for your e-mail.
    Regarding your concern, I’m afraid that it’s not possible to process a cancellation or refund at this stage, as your goods are now out of our hands. This matter has been escalated to our management and you will be updated via email regarding the situation.
    If you still wish to cancel your order, please reject the item should delivery be attempted by our courier. Should you be unable to reject the item, please contact us again for further instructions on our RMA process.
    Should you have any further queries please do not hesitate to contact us.
    Sincerely,
    Debbie
    Customer Care Officer
    March 18, Two more weeks another email to chat and vision, here is reply:
    Dear Alex ,
    We apologize that the item has not reached you as of now.
    May I ask if you have checked with your neighbors or workmates? It may be that the item was accepted on your behalf. If not, do kindly allow a few days for the item to arrive. Delays are common usually caused by local customs and postal services of the receivers' country.
    In any case, please do feedback and reply me anytime and thank you for your patience throughout.
    Sincerely,
    Debbie
    Customer Care Officer
    March 28th, after several emails to chat and vision here is reply:
    Dear Alex,
    We apologize for the inconvenience this may have caused on your end. I'd like to confirm though that we have now processed your refund. 
    Refunds typically take 2-5 business days to process from our end, depending on how you paid for your original order (we always credit back to the same credit card that you used for payment). Unfortunately it can sometimes take another 2-3 days for your bank to process the refund, so we advise that you allow 7 days for the funds to be seen in your account.
    The good news though is that we’ll send you an email to confirm when the refund has been completed.
    Please let me know if there is anything else I can do to help, and I hope that you will shop with us again in the future.
    Sincerely,
    Debbie
    Customer Care Officer
    April 4th(this is 2 month after purchase) here is email reply from chatandvision:
    Dear Alex,
    We are contacting you with regards to your refund. 
    We sincerely apologize for the inconveniences caused. Unfortunately, we can no longer process your refund as normal. We would need to confirm your active PayPal account/email in order to make a transfer instead of refund as the PayPal refund policy timeframe has expired. 
    Look forward to hear from you soon. 
    Sincerely,
    Marcela
    Customer Care Officer
    April 10th, after contacting chatandvision again and sending my email and PayPal etc… here is reply:
    Dear Alex,
    Thank you for contacting us and your feedback. I have forwarded this case to our accounting department with priority. Rest assured that you shall be receiving your credit within the next couple of days. Once refunded it can up to 2-3 business days for the credit to appear on your account.
    Once again, sincere apologies for the delay and thank you for your extended patience.
    Sincerely,
    Fatima
    Customer Care Officer
    April 30th, 3 month after purchase reply after asking about refund:
    Dear Alex,
    Our sincere apologies for the delay of your refund.
    We would like to inform you that since the time frame for us to refund the order through PayPal has already expired, therefore we shall arrange for a transfer instead. In the light of this, please kindly confirm your active PayPal account and email address.
    Looking forward for your reply.
    Sincerely,
    Jayden
    Customer Care Officer
    Its 9th of May, probably 15 emails to ChatandVision, tons of wasted time and about 100 euro, by now I have only one question how company like this can be a SKYPE  preferred supplier?
    With this service and attitude it’s surprising they are still in business, or perhaps they are in business because they just take your money and do not care afterwards.
    Please BE AWARE when purchase from them

  • Terrible customer service from Brendan at Telstra Bourke St Melbourne

    Hi All,
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    I tried everything to minimise the cost of getting a working iphone, and after talking to the lead tech, he then got the store manager to discuss my options.
    Brendan said he was the store manager, and eventually let me know his name after first stating 'I dont have to give you my name' and eventually told me his employee number was 0238895.
    He spent over an hour checking the situation while I waited, but would not put anything in writing except some notes in the section related to the 'reported problem' on the Service Repair Order.
    Is the advice that Brendan from Telstra gave me correct, and was it necessary for me to purchase another brand new handset for $726?
    If anyone has any questions I can be contacted on <Edited by: Host>
    Kind regards
    Wayne B

    See the response that I provided to Tamara regarding the recent change to the policy.
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  • FIOS CUSTOMER SERVICE IS THE WORST AND I AM NOT INSTALLED YET FOR NEW SERVICE!!

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    Today May 26th memorial day, I receive an email from Verizon confirming the changes that they said I made to my ENTIRE PLAN AT 2:46PM. She cancelled out my original order I placed online and switched it to another plan that was much higher at 79.99 with additional services I did not request and the EQUIPMENT WAS NEVER CHANGE, the whole reason for my call. After reading the email and going back to the original email I received after placing my order on May 20th I called Verizon customer service. The woman I spoke to, again incompetent and unsympathetic to the situation  couldn't tell me why my order was change. She couldn't tell me anything and was silent the most of the **bleep** time. (Don't these people work for the same company, she should have been able to see exactly what went on in her system.)
    When she did speak she said she was reviewing what was different from the last order. I said there is only ONE order that I placed and the only changes that I wanted was for the equipment. She didn't say anything after that. So after almost 10 minutes of silence, I said well at this point are you able to make the necessary changes to change me back to the original plan I signed up for with the correct equipment I needed. She told me NO, plain out.
    Are you kidding me! I never authorize the change of my package, only to the equipment and your telling me you can't do nothing about it. The woman showed no type of empathy for the situation, nor apologize on behalf of Verizon and the lady who screwed up my family order. It was like she didn't care and then said If I want to cancel the order she couldn't do that and that I would have to call back tomorrow May 27th and do so. (Shouldn't a customer service agent do whatever they could to KEEP YOU as a customer and not send you to cancel the order...big problem)  I haven't been with verizon for many many years and thought I should give you people a try. The way this initial contact with this company has been has truly set the tone of how these people/company will treat me and my family for the next 2 years. This transaction has not been smooth and not somehting that I would rave about to my friends/co workers/community, I will tell them to NOT choose this company. I see now that Verizon customer service agents will add what ever they want to your account that you didn't authorize, tell you lies and not correct anything that they are at fault of.

    Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you.Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
    Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".
    Please keep all correspondence regarding your issue in the private support portal.

  • Verizon has terrible customer service

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    Message was edited by: Verizon Moderator

    You noticed the issue immediately I suspect. Why did you not return the device within the 14 days you are allowed to???
    In addition, the only store on McArthur I could find is the following
    The Cellular Connection- Quantum Communications WA
    Premium Retailer *
    3800 NORTH MACARTHUR BOULEVARD SUITE D
    This is a third party reseller and NOT a VZW corporate store, VZW has very little control on how these stores are run.

  • HT4061 how can i lock my screen on my iphone that was stolen tonite.  i already suspended service to the phone but i want to lock the screen

    how can i lock my screen on my iphone that was stolen tonite, i already suspended the service to the phone, but apparantly there is a way thru icloud to lock screen and when i log into icloud, i do not see the option to select devices.  if so, that is where i can lock the screen, but i can not seem to get to that.
    thanks
    D

    A. Only if the device is online.
    B. Only if you set up Find My Phone before the theft.
    What To Do If Your iDevice Is Lost Or Stolen
    If you activated Find My Phone before it was lost or stolen, you can track it only if Wi-Fi is enabled on the device. What you cannot do is track your device using a serial number or other identifying number. You cannot expect Apple or anyone else to find your device for you. You cannot recover your loss unless you insure your device for such loss. It is not covered by your warranty.
    If your iPhone, iPod, iPod Touch, or iPad is lost or stolen what do you do? There are things you should have done in advance - before you lost it or it was stolen - and some things to do after the fact. Here are some suggestions:
    This link, Re: Help! I misplaced / lost my iPhone 5 today morning in delta Chelsea hotel downtown an I am not able to track it. Please help!, has some good advice regarding your options when your iDevice is lost or stolen.
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      4. What-To-Do-When-Iphone-Is-Stolen
      5. What to do if your iOS device is lost or stolen
      6. 6 Ways to Track and Recover Your Lost/Stolen iPhone
      7. Find My iPhone
      8. Report Stolen iPad | Stolen Lost Found Online
    It pays to be proactive by following the advice on using Find My Phone before you lose your device:
      1. Find My iPhone
      2. Setup your iDevice on iCloud
      3. OS X Lion/Mountain Lion- About Find My Mac
      4. How To Set Up Free Find Your iPhone (Even on Unsupported Devices)

  • My phone was stolen and I discontinued cell service to the phone through my provider. Before discontinuing service, I locked my phone from the icloud. Now that it is no longer being serviced by the service provider, will it remain locked?

    My phone was stolen and I discontinued cell service to the phone through my provider. However, before discontinuing service, I locked my phone from the icloud. Now that it is no longer being serviced by the service provider, will the phone remain locked?

    Thanks, James. Sadly, I had not upgraded to iOS 7 as I only had an iphone 4 and those I knew with the 4 who upgraded had major issues with battery life, so I decided not to upgrade. However, I know the phone was locked because the new "owner" called and hung up on me while calling the number I listed in the "This phone is stolen message" set by the cloud. Are you saying that my phone will remain locked if they don't know how to break into it? Or are you saying that it will no longer stay locked once I turned off service to the phone?

  • I have just moved to Spain and out in a Spanish sim into my Irish bought iPhone 4. It says 'invalid sim' and 'no service'. The phone is not locked to any provider. I have been told that its a handset issue. Please advise.

    I have just moved to Spain and out in a Spanish sim into my Irish bought iPhone 4. It says 'invalid sim' and 'no service'. The phone is not locked to any provider. I have been told that its a handset issue. Please advise.

    1). Are you positive the phone is not locked? Where did you buy it? Did you get it unlocked from your original carrier? Only Apple sells unlocked phones in most countries.
    2). Did you try with a diffrent SIM. MAybe the one you have is defective.
    3). Does the Spnaish carrier you are using support the iPhone? Who told you it is a handset issue?

  • Terrible customer service - the worst!

    I have been trying to get customer service to correct my address country from the US to Canada... for 3 days now! But to no avail so far. No way to do this online or via email. I am writing this while I have been put on hold for the FOURTH time now! It is STILL not clear if they will be able to help me and do this at their end.
    In the meantime, I am unable to upgrade my Lightroom version.
    Great products, terrible service. I am EXTREMELY frustrated.

    Hi lbeaulook,
    Due to tax reasons, it isn't possible to change the current country associated with your existing Adobe ID. We could create a different Adobe ID associated with the new country (Canada). Would you like to keep your existing Adobe ID email address associatd with your new ID?
    Thanks,
    Bing

  • Why does the Chat feature never work?  Does Vorizon actually have people working to assist their customers?  Terrible customer service.

    Good morning,
    I have serious concerns about the customer service I receive from Vorizon Wireless.  We have gone into a store to talk to someone, but no one offered to assist us.  ****-poor.  Now, I am trying to figure out a usage issue and your live chat feature is not working.  If you offer the feature, why not have it usable???
    Thanks.
    Tim

    In most cases the chat service will take you a Sales Rep. I ahve learned that the sales reps on chats are for Sales. Unlike Customer Care and Store reps, the chat reps are only given information that pertain to the online order process. I have been told they do not have access to Prepaid Accounts, they cannot make changes on accounts, they cannot even place an order for you, they can simply guide you through and explain the steps. They can explain plans and what not as those pertain to sales, but for anything else it is best to call Customer Service. There are service chats but those are ungodly difficult to get into.

  • So over the terrible customer service and prices.

    After 18 years with Verizon,I am ready to move on. I get a call from a CSR about looking at other plans. I agree only if it will lower my bill.  After a lengthy discussion I am told the services I will get, and the money I will save. My bill will be a little lower, and with more services. The very next day, I get a new bill $60 more than the previous bill had been. I reviewed it to find the "new" plan was prorated back to March 1, and new charges added.  When I called to inquire and complain I was connected to the very person I had spoken to. She is trying to tell me they have to prorate back and then charge a month in advance. Now wait. I already paid for that month. I cannot use the new services that I have in the past, and now my bill is higher. But, she says, It will be higher as we have to charge a month in advance. They refunded last months fees and charged the new fees. Then, wouldn't be lower?  I think I am being doublespeaked, and the more i questioned it, the more rude she became. Like I said, a customer for 18 years. I don;t want something for free, but new customers get much better deals, PLUS a leading competitor will buy out my contractor, give me all new smartphones (five lines) at a little over half of what I was paying. My five lines now don't even all have smartphones!  I had been happy with the way things were.  I was even told, there is no going back. Doing business with you has become tedious and painful. I think it is time to make a change!

    Emt61452, we love your loyalty over the past 18+ years! We would be sad to see you leave the Verizon Wireless family. I want to make sure you are getting world class customer service as well as the best plan for your usage. I would really love to put a fresh pair of eyes on your account. I did request to follow you. I also have sent you a Direct Message. Please respond back to that message for me.
    KevinR_VZW
    Follow us on Twitter @VZWSupport
    If my response answered your question please click the "Correct Answer" button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

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