Terrible Customer Service/Sales Reps

I was always under the impression that Verizon had top notch sales reps and customer service. Oh how I was mistaken!
I was recently called by my parents asking me to look at their Verizon bill because it was over $200 a month. Well when I took a look at it I saw that they were sold a 75 MB internet plan and 300+ channel TV plan, along with a (suprisingly!) reasonable phone plan. 75 MB for one laptop can only handle 54 Mbps (Wireless G)! I am a developer with a laptop that can handle 105 Mbps (Wireless N) and I only have the 15 MB plan. Also 300+ channels for someone who only asked for HGTV and Investigation Discovery, really? Because those channels are on your 225 channel plan. I lowered their Ineternet speeds to 15 MB, like my own, and lowered the channels down to 225, again like my own. That saved them a whopping $40. $40, really! The only difference between their plan and mine is that they have home phone and that they have a two year contract and I signed up with a no contract plan. So you're telling me that it costs $80 more a month to have a two year contract and home phone service. I couldn't believe it so I called customer service. When I call the customer service reps. they all tell me that there is nothing that they can do and to call the disconnect department because they can work with me more. So I call the disconnect department expressing my displeasure and letting them know that they are about to lose two customers they ask for the account number and about two minutes later I am told that my parents service has been disconnect and what is my account number. Ha! Some help they are. A great way to treat a customer that has been loyal to you for over five years and got me to sign up with you.
So if that is the game you want to play, fine. I'll be more than happy to take my parents business and my business over to Comcast at the end of the billing cycle. My parents can barely afford to pay their medication. I'll be glad to switch them and myself over to Comcast. They may not let you cancel, but at least they do their damndest to work with you to keep you business—not just tell you that there is nothing they can do and that they cannot creidt your account for the unscruplous practices from sales reps (even though years prior you were able to credit their account for the bullcrap Internet Essentials package that a sales rep. sold them even though they had their own anti-virus software, which is much better than the crap that you offer, for onlu $20 a month).
Buyers be ware, Verizon is only out to get your business—

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.

Similar Messages

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

    After being a good customer for a year and a Verizon Wireless customer for 5 years, numerous issues with Verizon Fios have surfaced.
    1) Representative totally mis-informed about the contract
    When I took out a contract with Verizon FIos a year ago, I had not wanted to have a contract because they only option available was for 2 years and I knew that the lease for my apartment was only for 1 year and in all likliehood I would be moving. I was told by the representative that there would be no problem if I took out a 2 year contract because I could simply transfer the existing contract to wherever I moved with no issue.
    Fastforward a year and I'm moving, call Verizon to make the transfer and i"m told, that actually i'm effectively cancelling my existing contract and re-starting as a new customer. This means that my bundle has gone up $10 a month and I would have to start another 2 year contract.This completely contradicts what I was told a year ago. I would never have taken out the 2 year contract if I had known this.
    2) Terrible customer service from someone who is a supervisor
    This morning I spoke to a representative and after she said she couldnt address my concerns about being mis-sold the contract, I asked to speak with a supervisor. How he handled the call was incredibly unhelpful and rude - I dont understand how someone at a supervisor level can have that kind of attitude. First he tried to indicate that it was my fault for not being clear with the representative last year (before he knew the full facts), he did not take show any recognition that being mis-informed about a contract is a significant issue. When I asked him how to make a complaint he told me to go to verizon.com/contact. I did this while I was on the phone with him and told him that there was no clear way to make a complaint, I was told "I am a supervisor, I cant sit here on the phone with you and take you through it step by step" - I was not asking for step by step help, I assumed that as a supervisor he would know which wa the right section to click on. He then basically made it sound like I was an idiot and I was told that every other customer seems to find it intuitive (which judging by other comments on this forum about the contact piece of the site is not actually true).
    3) Impossible to file an official complaint through normal channels 
    There is no email address to which you can send a complaint (according to the team on the phone). On the verizon.com/contact page, there is no option for making a complaint. When you type in a question about making a complaint nothing comes up. This seems ridiculous and makes it seem like Verizon is not interested in hearing customers feedback.

    Hi customer11201,
    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 at the top of the middle column 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.

  • Fed up with the terrible customer service.

    I'm so fed up with Verizon's terrible customer service. My DVR started going out last week. I figured that now would be a good time to get the new 500gb DVR that all of the new customers get to have. After several long calls with "customer service" they said that I could pick one up from the local store (which is a 30 minute drive). So after calling in the morning to make sure that the boxes were in stock, I went down there. They refused to give me the newer 500gb DVR, instead giving me a 120gb DVR.
    When I got home, I called customer service again three more times. The third time, the customer service agent put in an order for a new DVR, promising me that  I would receive the 500gb box. Guess which DVR they sent me? The 120gb DVR!
    Again, I called customer service, got hung up on, called back again and was unable to speak to a supervisor. They also claim that they have no control over which DVR they can send. That's so ridiculous.  
    I've had it. I pay waaaaaay to much and have been a loyal customer for over 4 years. I don't even get the 25/25 internet speed that I'm paying for. As soon as my contract is up I'm switching to Time Warner or AT&T. I know their customer service is much better, and at least I'll be able to use a faster wireless router.  
    Good Bye Verizon. You're way too expensive for how you treat your customers.
    Solved!
    Go to Solution.

    October 2011
    Wanted to add another set top box for a 3rd TV.  So I called customer service and had them send me one instead of going to the FiOS store which in my area, which uses 2 gallons of gas round trip.  I asked for the newer black colored box which is lighter and uses less energy.  2 days later, the package shows up at my door and low and behold, they sent the old large box instead. Surprised?  So I called the local FiOS store in Spring Valley, NY since I couldn't get through to customer service on the phone that morning (perhaps because it was the day before hurricane Irene struck the NY area) and was told to just bring it up there. I wound up spending FOUR HOURS in the store as I was told they couldn't switch it out because it wasn't plugged in and activated!  They made calls to different departments in an effort to straighten this out, but to no avail.  I wanted to take the box and smash it on the floor in front of them!  Unless I miss my guest, ALL cable boxes are tracked by their serial #, so why was there a problem? Because of a colossal design FLAW in the Verizon FiOS computer system that requires you to plug in & activate a box BEFORE you exchange or return it.  Have you ever heard of anything so stupid in your life?  So I took the old box home, took apart that part of the wall unit, replaced the existing HD setop box with the wrong one they sent, activated it, put the wall unit back together, took the box I've had for 4 years back, got the new design one, bought it home, installed it, and low and behold, THERE'S NO CLOCK DISPLAY!  The excuse customer service is giving out for this one is that alleviation of the clock display makes the box use less energy.  Just who does this company think they're BSing?   I was in the digital clock biz back when digital displays first came out in the 1970's.  These vacuum florescent types use barely any power at all to speak of compared to what the box consumes overall.  They know the average consumer doesn't have the technical background I have to know better.  Just another excuse so Verizon could save a buck or 2 on each box they buy from Motorola, As Porky Pig would say, "BADEE BADA BEDED THAT'S ALL FOLKS!"

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

    Has anyone else had terrible customer service trying to replace a lost or stolen phone under their warranty plan?  How did you get a resolution or replacement phone?

    Hello dpetrie,
    A lost or stolen phone is definitely not fun! If this is the case then I'm sure that we have an option available for you. May I ask what model device did you lose? As tikibar1 mentioned, do you have insurance on the device? If so then please advise so we can share options with you.
    Thank you...
    ArnettH_VZW
    Follow us on Twitter @VZWSupport

  • 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.
    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

    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,
    Just thought I would ask your advice concerning repairs to my Iphone I requested from Telstra.
    The phone is great and I love it, my only problem is that it no longer turns on anymore.
    I took it to the shop where I bought it on (yep I lined up to buy it the day they were released ), the really flashy Telstra shop in the Bourke Street Mall. I got one of the techs on the front desk to look at it. He then took it to the head tech guy and he came back and said they would not repair or replace the phone under warranty. He said that it had a 'disturbed liquid submersion indicator at the bottom'.
    I have never droped it into water the whole time I have owned it, but I do travel overseas to humid areas so that may have set off the 'submersion indicator' to make the techs think that I dropped it into a puddle when I have never done that.
    Obviously, its a real pain, not having a phone for even a day, so I asked what my options were. I was told that the 'apple warranty is void and repair/exchange can not be carried out and the replacement cost for an 8gb for $670'.
    The quotes above are from what is typed on my Service Repair Order.
    I asked was it possible to send the phone to Apple to be inspected, and they advised that it was not, and that my only option was to purchase a new phone, and that I had two options. Firstly, if I surrendered my old phone, a replacement would be issued for $670. Secondly, I could simply purchase another iphone 'outright' for a cost of $726.
    I tool the second option, and have a brand new phone, although I am disapointed that I now have an almost new phone that simply stopped working that is now used as a paperweight.
    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.
    You might want to print the new version of the policy and bring your receipt and go back to Telstra and see if they will consider an adjustment, i.e. you return your brand new iPhone, they swap it for a refurbished iPhone and credit you with the difference in price.
    I actually fail to see where you received "Terrible customer service from Brendan" as stated in your title.

  • ANOTHER Lenovo Y50 case defect issue and terrible customer service

    I don't normally do forums but have been so infuriated by Lenovo customer service I felt obliged to sign up and share my experience.
    I bought a Lenovo Y50-70 in November 2014. Within one month I noticed a small plastic part near the hinge was missing (i.e. I noticed the other side was intact and how it should look). I sent this to Lenovo for repair and received a call 5 mins ago to say this won't be repaired under warranty and that I will have to pay for it. This is absolutely outrageous and from the number of posts on this very forum it appears this is a common defect with this particular case. I asked the customer service rep if there was anything he could do and all i received was a very short blunt manuscript response, exhibiting no intention to help. I am not prepared to pay for shoddy design/workmanship and so my only option offered was to receive the laptop back unrepaired. 
    This is absolutely incredible that a company as big as Lenovo can treat their customers in such a fashion. Unless an administrator on this forum wishes to investigate this matter (as it's currently still with Lenovo repair centre) I certainly won't make the mistake of buying or recommending a Lenovo again.

    So Lenovo/Medio have had my laptop for 20 days now. 2 weeks ago I was told they wouldn't repair it under warranty and would return it unrepaired. Still nothing. I called customer service yday who promised to investigate and get in touch. Nothing. I called again today, same response i.e. would investigate. It seems there is a huge communication problem between Lenovo and their Medion repair centre. 
    I am now looking into a legal resolution as surely under the sale of goods act it is illegal to retain an item for so long despite no repair actually taking place. You would also think Lenovo would have the decency to offer to repair the small damage (which I was quoted £80 for) as compensation for delay. But alas no, what Lenovo know about customer service is less than 0. 
    The fact a representative hasn't even bothered to respond on here is testimony to their lack of care and respect for customers. 
    Yours truly
    Another Totally Annoyed Frustrated Lenovo Customer

  • 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.

  • Terrible Customer Service Experience and Misinformation

    Since early November I have been trying to get my FIOS TV, Internet, and home phone transferred from my apartment to my new home.  According the Verizon website all three services are available.   I was originally scheduled to have everything installed on December 5th (which 2 weeks after my move) because Verizon indicated that was the earliest they could put the service in do to my neighborhood being new.  I called to verify the date and installation for the 5th a few days ago and was told everything was confirmed for the 5th.  Two days ago I called to add some receivers to my order for my additional TVs in my new home.  The representative had trouble adding the addtional equipment to the order and said he would have to cancel that order and start a new order.  I told him that was fine as long as my installation date of December 5th would not change because I had taken time off of work that I could not take back and had to have them come out on the 5th.  I was assured that there would be no change in my installation date.  After trying to add the equipment to the new order the rep said that he would transfer me to someone who could finalize everything.  I was then transferred to another representative (who I had to explain my whole situation  to AGAIN).  She assured me that she could help me.  I again indicated that I needed the installation date to be on the 5th.  She added the equipment and proceeded to tell me that the date was pushed out until December 28th.  I objected strongly and insisted that my installation date not change.  After a heated exchange I demanded to speak to a superviser (which was refused).  The rep put me on hold for several minutes only to come back to say that her supervisor had said that she would expedite my installation to December 5th and would personally call me to confirm.  However, I was told that I had to complete the order for the 28th to get things in "the system" before they could change it to the 5th. I agreed only to hear back from the rep via phone (not the supervisor) later that evening indicating that they were still working on it.  Not satisfied with the non-answer, I have call back several times and spoken to multiple other reps who have all given me different versions service availability ("checking with the engineering department to see what's available in your area"), and being promised to expedite my installation date to the 5th.  I even got promised another personal phone call from a rep in Maryland the following day confirming that they could install my phone and internet on the 5th, but that I would have to wait until a later date for the TV  - to which I agreed.  Not receiving a call yesterday, I called again and was told by yet another rep that he would work on it and call me Saturday. 
    This is completely unacceptable!  Let me sum up the long paragraph above.  I ordered your bundled service for 2 years.  I have been a loyal Verizon customer for MANY years.  You promise me an installation date that fits my schedule only to completley screw me over on that date when I want to add addtional equipment to my service (of which will ultimately bring you more money).  All thanks to an inept, inadequate customer service system, and complete lack of understanding from your sales staff on what is available in the field.

    NotHappy410 wrote:
    Yes, it is.  Thank you for your help.  You can close this out.
    It was our pleasure to help out getting this taken care of. Anytime you need assistance please make a post so we can assist further.
    Anthony_VZ
    **If someones post has helped you, please acknowledge their assistance by clicking the red thumbs up button to give them Kudos. If you are the original poster and any response gave you your answer, please mark the post that had the answer as the solution**
    Notice: Content posted by Verizon employees is meant to be informational and does not supersede or change the Verizon Forums User Guidelines or Terms or Service, or your Customer Agreement Terms and Conditions or plan

  • Terrible Customer Service - Lifetime Customer Lost

    I placed (5) calls into customer service this past week, the last (2) I was hung up on by supervisers. Once I asked for a manager and was told they would not transfer me.    This stems from me Downloading a video game through my psn account, the game caused my ps3 to crash everytime I played it. I spoke with customer service and followed all their steps, including uninstalling and reinstalling the game but it continued to crash my system. I asked for a refund but was told she "wasn't able to process" one and all sales were final.    I disputed the charges on my credit card and now my account has been suspended.    I have gravitated towards sony products all my life, owning a vaio computer, sony tv, PS1-3, but I am so put off by a complete lack of concern or willingness to help a lifetime customer that I will not be purchasing anymore sony products with such a glarring (yet simple to fix) problem such as customer service  I straightforwardly told the superviser they were going to lose an avid customer they have had since I was 15 and I was told they couldn't help me.  This, over a $29 broken game.  Terrible way to treat loyal customers.

    Wow. It is amazing to see how many people are having the same issue as me. I just got hung up by a Sony Customer relations representative right after she raised her voice and said I'm rude. I have been in the customer service business for 20 years so I understand SOME customers can be unreasonable and upset, and I have been on the receiving side many times. That's why I try to be as nice as possible over the phone as it is not their fault I have a lemon 4K X900 Tv. However when they are rude and raise their voice it becomes personal.
    I've been dealing with this TV for a while. First it doesn't stream Netflix in 4K although it is a 4K TV. Then I found out none of the HDMI ports on the Tv support 4K either right after I spent $700 on a 4K media player. So they sent someone I helped him unmount the Tv, replaced the board and mounted the Tv back. The latest issue is extreme overheating that I can't watch my TV for more than an hour before it shutting down or freezing.
    Anyways after almost 3 months of runarounds and phone calls and emails someone called me and said they don't have the part and they will replace my TV. Cool. The next day someone else called and said oops sorry we don't have a comparable TV and the escalated the issue to the customer relations. She finally called today and said there is nothing they can do and their best offer is giving me my money back. I don't want the money just fix my TV or replace it with a new one. My other option was to pay them another $1500 so they can send me a 55" TV. And then she started talking to her coworkers in Indian thinking she hung up on me but I could hear everything and not understanding it.

  • Report to show customer without sales rep

    Dear Experts.
    Is there anyway or any report to show customer that don't have sales rep tag to it in Partner Function?

    Hi Nehemiah -
    I know this is very painful but if volume of customer is less then use following method -
    1.Extract all Sold to Party's and their sales area in separate sheet
    2.Create a query joining KNA1 and KNVP where partner function (PARVW) = PE ( or partner function of  Sales Rep).Download Sold to and its sales area in another sheet.
    3.Now using excel compare both sheets by Vlookup and extract the customers from Step 1 which are not present in Step 2.
    If the volume of customer is very large,then we can also use MS Access Queries otherwise we can simply write an ABAP Program.
    Let us know, if you need more explanation on any of the method explained above.
    Thanks & Regards
    Amit Gupta

  • Terrible Customer Service / Inventory Issues

    I visited the Mentor, Ohio store this evening and am completely dissassified with the level of customer service provided by the sales staff and the store manager.  I arrived at the store at 8:30 PM looking to purchase a Nest Protect smoke detector - $99.00 item.  I asked several folks where they are located and they pointed me to different locations.  I found the aisle where the Nest devices are but was unable to locate the item I was looking for.  One of the sales associates looked in the system and said it shows 0, but maybe they are somewhere else. (If it says 0 how would they be somewhere else??)  I showed him their online page via my phone that says pickup is available TODAY at their location.  He said it must be wrong and again, maybe there is one somewhere else in the store.  Huh?  So - I went to customer service and found someone that was apparently a supervisor.  I explained my interaction with the sales assosciate and explained what I was looking for.  He did say sometimes the online page isn't in sync or inventory counts are off - BUT - they just did inventory on Sunday so they should be close.  He found the item I was looking for in the system and it shows they do have 4 (the other guy said 0).  He said he'd go track one down and he'd be right back.  10 minutes or so later the same clueless sales associate comes over and says his manager said he looked everywhere and can't find them.  Then he says maybe I want to look back by the hard drives near computers and a couple other random spots.  Ok - you want the CUSTOMER to go look around your store to find your misplaced inventory that was apparently there when you took inventory?  I said I'd wait for the manager to return.  Another 5 minutes goes by and some other random associate says yeah the manager can't find them.  She also explains that they always have inventory issues. 
    Where was the manager during all of this? Why couldn't HE come explain how he just misplaces inventory?
    How about offering to take my name and call if someone finds it?
    How about offering me something for standing around there for a half hour why they look around the store? Oh yeah - I guess I was supposed to be the one looking for it
    No appology... no nothing.. Just yep, our inventory sucks.  Really?!?  Is THAT how you want to do business? Is that C.U.S.T.O.M.E.R  Service?
    On my way home - I decided I'd call customer service.  I said I'd like to make a complaint about one of the stores.  They said one moment they'd transfer me.  I was transfered and picked up - he goes oh hmm let me see what department that would be.  He fumbles around for close to 5 minutes.. keeps saying ok just a second let me see here... then he goes ahh ok I found it and transfers me... I get music for about 10 seconds and....yep... the best thing ever... call drops.  How's THAT for customer service?
    BestBuy - you seriously need some lessons in how to treat customers.  Get it together.  I'll be shopping elsewhere in the meantime.  What. A. Joke.

    Hello EricMCSE76,
    Finding a great smoke and carbon monoxide detector is essential to adding safety and comfort to your home. Nest Protect is a wonderful choice! It is disconcerting to hear about your experience at our Mentor, OH store when you attempted to make your purchase.
    Via BestBuy.com, I see that both the wired and battery versions we carry both show as available for same day pick up. When checking our inventory systems for the Mentor, OH store, it appears that we should have both available at the store. This is discouraging to find, as it seems both our associates and a manager were unable to locate the products in our store.
    While this might not be your typical movie or computer that you would be able to easily locate the area of the store that it should be located in, our associates should be knowledgeable and helpful in locating such an item. I am truly sorry if this was not the experience you had when you visited our store in search of a Nest Protect smoke and carbon monoxide alarm.
    I am truly grateful for the time you have taken to share this experience with us on the forum! I hope that this experience hasn’t influenced your future shopping destination. If you should have any questions or need further assistance, please let me know.
    Regards, 
    Tasha|Social Media Specialist | Best Buy® Corporate
     Private Message

  • Terrible customer service in Austin Texas

    We got to the store when they opened at 10am. We walked by no less that 5 employees on our way to the laptop department. No one said good morning or even acknowledged we were customers. Once in the laptop department, we walked around and around the displays looking for one specific laptop. The sales person never acknowledged we were there either until WE approached him to ask where the heck the laptop we were looking for would be located. He didn't know which one we were referring to but said we don't have all of them on display. Long story short, he was a jerk. We asked 3 times for him to bring one from the back so we could see the box. In between grabbing his crotch and looking stupid, he finally went back to get one so we could read the box. . We walked out without the laptop. He wasn't interested in selling us anything. When you took away the commissions for your employees you took away their motivation and that is being said over and over in this forum. I've seen news reports on best buy and how poor sales are. Hmmm...customer service would be a good place to start. Just saying......

    Dear Kouponkk,
    Before I came to work for Best Buy corporate I worked as a Blue Shirt in Home Theater for many months. I prided myself on working for a company like Best Buy and my ability to provide customers with an experience they would brag about. I am very sorry if you did not receive the level of customer service you deserve.
    Our Blue Shirts have lots to do between their interactions with our customers; however, those duties should not be negatively impacting the customer experience. It pains me to hear that you had to continually request assistance while trying to make an educated decision on your new laptop. This is not at all how your visit should have transpired. When I was a manager in our stores, I always welcomed feedback from our customers. Good or bad, because we can learn valuable information from both types of feedback. I am confident the leadership will want to hear about the type of experience you had in their store.
    Please let me know which Austin, TX location you visited so I may pass along this information along.
    Warmly,
    JD|Social Media Specialist | Best Buy® Corporate
     Private Message

  • Terrible Customer Service Experience

    I was recently billed incorrectly for wireless internet access.  When I called customer service to resolve the issue, I was told by the representative that he did not have the authority to correct the situation and that someone would call me back in a day or two.  That phone call never came.  I called back to follow up and was told by the C/S representative that she did not have the authority to correct the billing issue.  After several minutes of trying to get her to let me talk to her boss, she finally told me that she could not connect me to a supervisor unless I specifically asked to be connected to a supervisor in those specific terms.  After that debacle of formality, I was connected to her supervisor, J. Ross. 
    Mr. J.Ross told me that he could not help me and that someone would call me back in a day or two.  Remembering how well that went the first time, I told him that being called back did not work and that I would like the situation resolved tonight...without waiting for phone calls that never come.  Mr. J. Ross then hung up on me.  I guess the nightmare C/S issues that I've heard about from others is true.  I have been a Verizon customer for over 12 years and have held accounts in several states.  That may change after I visit my local free standing Verizon store tomorrow morning.  I'll drop all four accounts and look to a different carrier for my family's wireless needs if this issue cannot be resolved. 
    Most Regretfully,
    Lisa

    californialisa wrote:
    I was recently billed incorrectly for wireless internet access.  When I called customer service to resolve the issue, I was told by the representative that he did not have the authority to correct the situation and that someone would call me back in a day or two.  That phone call never came.  I called back to follow up and was told by the C/S representative that she did not have the authority to correct the billing issue.  After several minutes of trying to get her to let me talk to her boss, she finally told me that she could not connect me to a supervisor unless I specifically asked to be connected to a supervisor in those specific terms.  After that debacle of formality, I was connected to her supervisor, J. Ross. 
    Mr. J.Ross told me that he could not help me and that someone would call me back in a day or two.  Remembering how well that went the first time, I told him that being called back did not work and that I would like the situation resolved tonight...without waiting for phone calls that never come.  Mr. J. Ross then hung up on me.  I guess the nightmare C/S issues that I've heard about from others is true.  I have been a Verizon customer for over 12 years and have held accounts in several states.  That may change after I visit my local free standing Verizon store tomorrow morning.  I'll drop all four accounts and look to a different carrier for my family's wireless needs if this issue cannot be resolved. 
    Most Regretfully,
    Lisa
    If you have problems with any customer care rep not following through or helping you get the resolution you need, ask for the Corporate Office's mailing address to write a complaint. That will usually straighten the lax reps. Make sure you take the names of everyone you speak with to ensure that the Corporate Office knows who to target and who to commend.

  • 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

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