Terrible Online & Customer Service Purchase Experience!

Tried to purchase a cell phone online and everything appeared ok. I received the email letting me know the purchase was complete, I then received a 2nd email stating,"We're sorry, but an item on your order placed on July 11, 2014 has been canceled because we were unable to verify your information."
I called the number listed in the email to find out why this occurred and the gentleman I spoke to advised me that he does not have access to that information and would put a request in for someone to get back to me. I asked him how long that would take and he advised me 2-3 weeks!
I hung up with him and called to place the order with a customer service representative instead of using the website. I even used a different credit card just in case. Well, guess what? Exact same scenario happened again!
I finally completed my purchase by visiting the store the following day and used the same credit card that I used the night before.
This is totally unacceptable and Best Buy should be ashamed that they denying customer purchases and unable to tell them the reason why!

Greetings newmex999-
Welcome to the Best Buy Forums!
Our hope is that everyone who places an order through BestBuy.com has a terrific experience all the way from placing the order to when they receive it and beyond. I am truly sorry to hear that your particular experiences did not live up to this expectation.
Generally, when you place an order, you will receive an email confirming that we have received your order, but this is not a confirmation that it will be completed. Usually when we cancel an order due to being “unable to confirm your information” it is because something in your order information is not matching up. This could be anything from a misspelling in your billing and shipping information to the billing address on your BestBuy.com account not matching the billing address on your credit card.
To get more specific information, our agents would need to have your case reviewed with our support team, which can generally take about 5-7 business days. I apologize if the agent exaggerated that it would take 2-3 weeks. I would recommend that should you choose to place an order again with us in the future, you look over your information to make sure that everything is correct. This should hopefully eliminate any issues; you can also review our Conditions of Use for BestBuy.com here.
I’m glad to hear that you were able to make the purchase through one of our stores and again, I apologize for any inconvenience that this caused you.
Thanks for connecting with us.
Bill|Senior Social Media Specialist | Best Buy® Corporate
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Terrible Sony Customer Service

Hi,
I am posting this message here as a first step to create awareness regarding Sony's awful customer service. I stay in Toronto, Canada. My laptop's screen had issues with it and so I wanted to send it in for repair.
I called Sony and they told me they would have a box sent to me which I could use to send them my laptop. As it turned out, the delivery company they used lost the box. Since, I am a research student, I need use of my laptop all the time and not wanting to waste more time, I decided to drop the laptop off at a Sony Repair Center. I call their customer service number and I ask them where I can drop it off. They gave me the following address: 115 Gordon Baker Road Toronto, Ontario. In order to ensure, my trip was not a waste, I decided to call their number associated with this address and ensure that they received laptops for repairs. I called their number, and a lady picked up. Our conversation went as follows:
Me: Hi, I have a laptop which I wished to ... and before I could complete my question or go any further;
Lady: That is technical support transferring
So, I hung up since I was not interested in talking to the call center guys again as I had just finished talking to them anyway. I call again hoping to be answered with more politeness and patience. This is how the conversation went:
Me: Hi, I just want to know if you accept ..
Lady: Hung up
And no matter when I call, it would be the same lady. I was so frustrated that I called the call center again and again asked them for a service center address. This time, the customer service representative gives me a different address. I go there and drop off the laptop. I am told definitely within 10-12 days your laptop will be repaired.
Called them after a week and was told they were awaiting shipment of the screen. Part would certainly arrive by next week. Called again in week 3 and was said part would certainly arrive in week4. I told them to give me a definitive date by which the part would arrive at which they say they have no clue. I said you must have atleast a tracking number for the shipment, what kind of a company ships something without a tracking number. So use that number and give me an date and then add the number of days technician needs and give me a final date. Sorry, don't have a tracking or shipment number. But definitely by next week the part will arrive and a technician will call you asap.
Called again week 4, and this time part was to arrive by end of the week for sure. And when part arrived I would certainly receive a call from the technician who would immediately begin work on the laptop. Never received a single call. So, I call again at end of week 4 and this is how the conversation went:
Me: Hi, this is my reference number .... What is the status of my laptop repair?
Rep: Oh, the part arrived yesterday. Your laptop would be ready for pickup by next week.
Me: You told me you would have a technician call me back as soon as you receive the part. From 10 days your repair time has gone to 1 month. What are you doing about that? (And by the way I called on a Friday morning ). Why can't you have it repaired by tomorrow (They are open Saturdays)?
Rep: Sorry, but the technicians don't work on weekends.
( By exactly which definition is Thursday and Friday a weekend, God alone knows.)
Rep: I will tell the technician about your emergency and would see to it that your order gets looked after.
Me: Ok
At this point I was really angry. So, I called Sony Vaio Customer Support and lodged a complaint against their customer service. They tell me I will receive a call back from them.
I call again that evening. Rep read me the exact same script as before. I am like you already said that in the morning, so is the technician working on my laptop yet or not. Rep says your laptop would be certainly ready by next week. No other response.
Now I was at my wits end. They will simply not take the matter seriously, I did not receive any call back from them. So I call their Sony Vaio Customer Support again. I am talking to the rep and instead of helping me and taking me seriously, he has the audacity to say: We have a lot of Sony promotions going on, would you like to receive the offers by email? I am going in my head, is this guy serious!!!!!!!!!!!!!!! Then I ask him to connect me to someone with more authority as I am fed up of being lied to and he makes me wait 15 minutes. The new guy says the exact same thing and he is like we can only handle complaints within USA since you are in Canada, the Canadian Complaint Center will call you back within one to two business days -- Meaning not before Tuesday next week. I am like why wont you simply give me their number and I will call them. He is like we don't have that number and kept apologizing,
Conclusion:
Never purchase Sony products again as they take customer loyalty for granted.
Have zero (I would go further to say negative respect) for customer's needs and very poor and pathetic after sales care.
Have rude and insensitive customer service agents who have no idea regarding the gravity of a situation.
And most amazingly, funny and I would say lousy management if they don't have a clue as to how to contact their customer service center in Canada.
And even yet I still await my poor laptop's return. I had better expectations from Sony but they have done absolutely nothing to live up to those.
If anybody else here has faced a similar problem and found a way to deal with these people, please do share it with me. Your time and help are appreciated.
Regards,
a very unhappy customer

I was raised on Sony products, my family has always held their products in high regard. Thats why when got the chance to purchase a new Bravia and Sony BD system I picked it up as fast as I could get to the store.
18 months later and the HDMI output no longer works, only audio half the time/nothing the other half, wont sync with my TV anymore, pretty much useless............hey speaking of useless, Sony's 1 year parts and labour warranty is incredibly useless. If something were to go wrong within the first year it most likely happened right out of the box, and that would be covered by a simple exchange.
Do not purchase a BD system from Sony YOU WILL REGRET IT!!!!!
I'm out $1000 now, and I could fix it I guess, but after paying all that less than 2 years ago and with the prices as low as they are now it would not be worth the repair. I think it's time for me to start a new relationship with another consumer electronic manufacturer.
Good bye Sony, you once stood for Quality, now I think youre too busy trying to come up with DRM. GET BACK TO YOUR CORE COMPETENCIES BEFORE YOU LOSE ALL BRAND EQUITY!!!!

Do you have online customer service?

I like to talk with someone online regarding to my quetion. I remember I did before.
would you please let me know where is the window or button which I can find the online consultant?
Thx
Sky

Please file here: contact customer service
TIME ZONE - US EASTERN. LOCATION - PHILADELPHIA, PA, USA.
I recommend that you always run the latest Skype version: Windows & Mac
If my advice helped to fix your issue please mark it as a solution to help others.
Please note that I generally don't respond to unsolicited Private Messages. Thank you.

Lousy Customer Service DSL experiences

I'm curious if any one else is experiencing lousy customer service when encountering problems with Verizon DSL? My wireless router appears to have quick working, I called Verizon tech support . They insist it must be the lines. Have waited over 3 days for an appointment with a person to come to the house. So, what I don't understand is when I had trouble with my Comcast Cable, they tested over the phone, and okay me to come to the local Comcast office to exchange the box. I specifically asked to exchange router, and was told to wait.
Is this customer service incident the same as yours?
Sorry if I repeated a similar post, didn't have time to search.

Well to be honest. it sounds like they are doing the right thing by having someone come out. While it could be your modem. It could be the line just as easily. You can ping your router/modem. but cannot ping the internet. So the problem is either the modem connection to the dsl (possible bad modem) or a problem on the line. If they think its the line, then you have a good chance of that being the issue. Most of the time its hard to get them to come out, so if they offer to come out to check the line. that is a bonus.
====================================================================================
Error exists between keyboard and chair.

How Do I register a complaint against the terrible Adobe Customer Service Chat line

I waited for over an hour and a half to speak to an expert this morning about a problem I have with my newly purchased Light Room 5bought and installed 2 days ago. I can't get the Plug in manager to work without the Add buttom shutting down the applcation with an error message .
The expert Prianka could not answer the question and asked me to try again in about half an hour and speak with someone else !.
When I did , I found the Chat option greyed out and unavailable due to high demand ! This is not acceptable from such a big and well established Company .
I am still waiting patiently nearly 5 hours later to resolve my problem.
Adobe should increase its resources for online support for newly bought products and facilitate a priority email or chat on-line complaints servce that better needs the needs of its Customers
Can a manager at Adobe please respond to this question with ba prompt and positive outcome or give me a refund please
Thanks
Message was edited by: Photo Jammer

This is a user-to-user forum. Try tweeting to Adobe customer care https://twitter.com/AdobeCare
In general, you will find people here are knowledgeable and helpful. Describe the problem in more detail - like exactly when the error occurs. Operating system is alos useful too.
John

FIOS Voice is terrible. Customer service sucks.

This is the probably the 5th time I have had to get a technician to repair a dead phone line. I do not understand how incompetency of Verizon to repair the oldest technology in communication. I can have great internet service but poor voice.

You're talking to other customers here on this peer-to-peer forum.
I've had nothing but good experiences with FiOS Digital Voice on two lines.
When you have phone line problems, have you tested at the ONT? There is a telephone jack on the customer access panel in the ONT. If you plug in a phone and don't get dial tone, it's Verizon's problem. If you get dial tone, the problem is in the wires inside your home.
Unless you have a wire maintenance plan, Verizon isn't responsible for the wires inside the home. They will fix problems for a fee, or you can fix it yourself or use your own contractor.
You can find more self-help information here:
http://www.verizon.com/Support/Residential/Phone/fix.htm
http://www.verizon.com/support/residential/phone/homephone/general+support/troubleshooting+procedure...
Note that unlike the ONT in the pictures above, many ONTs have phone line plugs with nothing plugged in. When you plug in a test phone, the wires to the house will be disconnected automatically. Simply unplug the test phone when finished to restore the connection to the house.
Good Luck.
If a forum member gives an answer you like, give them the Kudos they deserve. If a member gives you the answer to your question, mark the answer as Accepted Solution so others can see the solution to the problem.

Online customer service

Not sure if this is the right forum for this, but I have to pose a question.
If online support can't make basic changes to customers accounts then how are they supposed to "support" the account?
The definition of support being "To provide for or maintain." Giving someone the task of supporting while robbing them of the tools they need to do their job is like giving soldiers a rifle with no bullets.
Now I understand red is the favorite color of verizon, but there is no reason to go that far my technical comrads.
Also, support over the phone, dear lord, it takes so long for them to pull up things in the system that my leg fell asleep waiting... 2 months to do a simple change on my account, and it's still in progress.
You need a decent ticket management system, need to learn about distributed database technologies, and build out some process flow if you are going to run a company.
I am saddened and deeply concerned at the technical flow within' the support and account managment side of verizon, thank god the internet service hasn't seemed to suffer from the same problems so far.

That depends on what you are referring to as a "basic change" - Tech Support cannot make any changes to your billing, whether over the phone or via chat. They do have several other tools available to help, but if you are trying to change anything related to billing, online chat (tech support) is the wrong department.
If a forum member gives an answer you like, give them the Kudos they deserve. If a member gives you the answer to your question, mark the answer as Accepted Solution so others can see the solution to the problem.
"All knowledge is worth having."

Terrible Lenovo customer service! Can anyone suggest who I can contact?

I recently purchased a new T500. I received it just under four weeks ago. It was supposed to have been shipped with an ATT Gobi aircard. Instead of the ATT card, it was shipped with a Verizon aircard. I have been going in circles with Lenovo tech support, sales, and post-sales trying to get the ATT card shipped to me so I can replace the other card. Apparently the Lenovo organization is so segmented that one hand has no clue what the other is doing. I was told by a tech support rep three weeks ago that she was having the ATT card shipped to me. After not receiving it, I called back, insisted on speaking to a supervisor, and, after waiting over 30 minutes to reach one, he told me that tech support wasn't authorized to ship a card for a newly purchased system - it was, of course, a sales problem. He assured me that he would escalate the problem, and someone from the "hotline" would be getting back to me in 4-5 hours. Well, 4-5 hours turned in to 26 hours with still no word from anyone at Lenovo. I finally reached the supervisor again (ten days ago), and after being put on hold for a total of 2 hours that afternoon, he transferred me to sales, and they transferred me to post-sales. I spoke to someone in post-sales who told me that they would be shipping the aircard to me. Naturally, it still hasn't arrived.
Can anyone suggest someone in the Lenovo organization who I can contact who 1) knows what they're doing, and 2) can get the correct aircard sent to me? I'm at the point where I'd just like to send back my laptop and go to a vendor that has it's act together.
Thanks,
Very Frustrated

I got helped twice (got a free keyboard replacement (bug known ehere) and got set of recovery dvd's) by simply putting my request in their web-based support platform ..... it took 3 days, ..... amazing !!! Regarding support, again and again LENOVO !!! P.S. Patriots, GO !!!

Package Lost/Stolen, Customer Service Reps unhelpful

Ok, long story short this is what happened:
March 19 - Place an online order to be delivered at my home the next day.
March 20 - UPS tracking number shows package has been delivered with a note "Left on Porch". However my package is nowhere to be found. I checked with my neighbors and they know nothing about it. So either UPS lost it, or someone followed the truck and swiped it off my doorstep.
March 21 - Contact BestBuy.com online customer service, explaining my predicament, and a rep named "Patrice" replies saying to wait at least 24 hours before anything can be done.
March 23 - A UPS rep called me and verified that I in-fact did not receive my package. This must be when BestBuy initated its tracer.
March 24 - I follow up with BestBuy and a rep named "Carimfe" says to allow 5-8 business days for UPS to finish their investigation, and in the even that my package is not found, it would take BestBuy another 3-5 days to process a refund.
April 3 - I follow up again with BestBuy, and they are only apologetic, but not very helpful. I receive an email reply on
April 6 - and a rep by the name of "Yvonne" blankly responds with essentially: "I have contacted UPS and they have confirmed it was delivered to your address" Great. That's REAL helpful. It's like we took 5 steps back and are starting this all over again.
I am trying to be patient with BestBuy, but seriously, are these reps even following our email conversations? I've been replied to by 4 different reps, one of which I haven't mentioned since that rep basically told me nothing useful.
I contacted UPS and they turned me around and basically said "talk to BestBuy, they are the shipper and are the ones responsible for initiating any claims" and so we're back at Square one.
I really don't have time to call BestBuy, I work at a hospital and I am not home during the day. And I also want to have all correspondence written so as to provide some sort of evidence for future use.
I really, really, really don't want to have to call my CC provider and issue a chargeback as that's another bunch of hoops to jump through.
This is my last attempt at obtaining some type of resolution from BestBuy, so I hope you folk are more helpful than some of the reps that I have been emailing.
Thank you,
John

Hello John,
I apologize if we haven’t been able to provide you concrete answers as to what may have happened with your Nikon camera, and if we’ve been less than clear about the necessary steps we take when an online order is reportedly missing. From personal experience, I know how rare it is have an item lost in the mail, but it can be incredibly upsetting to try to locate a missing online order. I’m truly sorry for frustration you may have endured while trying to figure this out on your own.
When an online order is reported to us a missing, we should be contacting the mail carrier associated with your purchase (UPS in your case) to see if we might open a late/lost claim for it. This claim can take up to 8 days to conclude, and once they contact us with their findings, we should be connecting with you to discuss our next steps. After reading through the notes associated with your Best Buy account and the order number in question, it seems UPS made the determination that the item was successfully delivered to your home. As such, we’d be unable to provide you a refund or a reshipment of your order as requested.
I recognize this may not be the outcome you were hoping for; however, you may still have options available to you. If you believe the item was stolen from your porch, I’d suggest contacting your local authorities to file a police report. Additionally, your issuing bank may be able to provide further assistance from here.
Respectfully,
Alex|Social Media Specialist | Best Buy® Corporate
Private Message

Dealing with customer services!!!

Anyone had the delight of trying to deal with ADOBES online customer service team?
opening an issue on June 1st with one or two responses, that had completely mis-read my issue. They finally got around to answering (again) this morning!!!
With the answer 'You should try the many Adobe help forums around the world...don't worry these are free'
The question was, if Photoshop CS2 is incompatible with VISTA HOME, how would I be able to purchase Photoshop CS4 upgrade?
One of the answers they gave me was that I only have DREAMWEAVER!! Well no I don't!!!!
And having already asked the question on a few forums, as to whether photoshop CS2 is compatible the answer was no...I am therefore spending the day writing this on all forums I can find.... Because I am certainly not going to get any help from ADOBE.....who are the producers of this software and if the best they can come up with is to go to forums, run by other people than themselves...well what a state that comapny must be in.
If they don't know why their software is incompatible!!!!!!! Reminds me of baths and inability to run one!!!

Yeah,
I chatted with a rep. online...
This was my question:
where do I submit my educational form?
Answer:
So you want the link for the educational store,
Sure right here! *Link*
And yeah....
I thought that was messed.
I dont even bother with emailing them!
It took them two months to answer
one question.

How and where to file complaint against Verizon's customer service?

I hate it that I had no one to give my business to other than Verizon in my area.
I've had Verizon in early 2000s when FiOS was first available in my area, but the speed sucks so I was better off switching back to dial-up.
Many years have passed so I thought I would try Verizon again as I've heard good things about them. I signed up for the bundle service in 2012, and it's been an internet living hell when you're paying $140 every month and had to struggle daily to get connected onto the slow internet that takes 3minutes to load Google search page if you're lucky (my plan is 50/25).
I've had no internet connectivity on the 2nd floor of my house and I've contacted Verizon many times about it.
First time I'm told the router they provided could cover 100K range, so the problem might be the internet speed. I naively believed them and upgraded my service and got myself locked for another 2year nightmare.
Second time I contacted them I'm told their router could only provide good connectivity if you're within 20ft range. Intersting enough the tech who first installed the modem placed it at the farthest corner of the home that's tucked away from the rest of the house. I already told him that the internet sucked when I had Verizon FiOS when it first came out, but he said let's try place it there. So I think it's only reasonable to have Verizon to send someone to check and see if relocating the modem would solve my problem. The rep told me that can be done at a $154.98 service fees, all the same time does not guarantee that the internet issue will be fixed.
The online customer service person I spoke to has shown no regards on HELPING me to SOLVE the problem; she sounded like she just wants to set up an appointment, collect the service fees, and be done with me. This is not the kind of customer service I expect from a respected carrier. I'm just a frustrated user who wishes the service provider could provide some kind of assistant on helping me utilizing their product. The customer service reps I spoke to has reflected poorly on Verizon, and it certainly tells me you guys don't care about your customers since I'm already trapped in a crappy contract, which you'll get the monthly fee or the termination fees, one way or another. Also, your reps are giving out conflicting and false information. And I'm left on my own to figure out a way to deal with this internet mess. I will be an advocate on the bad experience I've had with Verizon, and as soon as other companies start offering high speed internet in my area, I'll switch in a heartbeat and encourage all my neighbors and friends to give their business to someone who might care a little bit more about their customers.

I feel your pain. That is why we left them ............could not stand the poor customer service either. By the way, we have netflix. Although we had the step up internet connection, netflix was frequently buffering, ot the point that it was not watchable. When we switched over to a known long island competitor, netflix operated like a rocket. So that means I was paying for faster internet connection and getting much less than I paid for.
Good luck.

Bt Infinity and the Lack of Customer Service

Hi all,
I have been sitting patiently waiting for my area to become connected to BT Infinity. According to the map on the BT products and services site, this should have happened on 31st December. I keep checking regularly and no updates.
So today, I took my life in my hands and went to the online customer 'service' where of course I was routed through to the call centre in India. I asked my question, IE when will it be coming. I explained my reason for asking..... and all I got quoted back was that it isn't available and they will let me know. Errr yes, I know that I explained.
For the love of God could we please bring customer services back to the UK where a basic understanding of questions and answers is available? If this was a one off with the call centres then I would be more understanding, but lets face it. It isn't a one off. When I say things like this, I get the nasty little devil on my shoulder whispering that I am some kind of heinous racist. I'm not.... I just want to be able to communicate with someone who understands the question and has the ability to say 'I don't know but I'll find out' as an answer. Rather than reading from a script and saying thankyou every other word..
Grrrrr fume fume.
So I thought I would send a complaint via the website. Guess what, the link for the customer service manager takes me back to exactly the same place I went to get the help in the first place.
I give up.

Hi there
I don't want be a moaning minnie but I have to agree about the appalling BT Customer service. I had Infinity installed (quickly) 3 weeks ago. There is a problem with my throughput so my download speed is less than 2 MB/s. Dealing with BTIndia is like being trapped in an endless Kafka play. Polite, apologetic and UTTERLY USELESS!!!! 21 days of being passed from department to department, have my case "escalated" to a higher level (how many levels of escalation are there anyway?) and nothing is done. Endless pointless promises unfullfilled. The irritating dire quality of this so-called "Support" has long since supassed the irritation caused by the initial fault. IF YOU DON'T KNOW HOW TO FIX THE PROBLEM DON'T PROMISE THAT YOU CAN!!!!!
I pray that you have a faultless installation and service because you sure as **bleep** don't want to deal with their "Customer Service"
Sorry. Are you picking up a certain degree of frustration?
Good Luck
Mark

Does Great Quality Sony Customer Service Exist?

I recently discovered that the number "877-865-7669" eventually gave me access to a Sony human representative who had aspirations of becoming a robot as characterized by her impersonal demeanor. I attempted to return and obtain a refund for a travel battery charger for my a6000 camera. I had ordered the wrong charger from the Sony Store Website by making the mistake of ordering for the "M" series instead of the "W" series. Apparently, when first looking at my a6000 battery, I read it as an "M" and not a "W". I contacted the aforementioned callback and was told by the representative that I had exceeded the "30 day" return policy and there was no chance of a refund. She advised me to sell it online. I requested to speak with her supervisor and after being on hold for approximately 10 minutes, she informed me that no supervisor was available and to address this matter with the Sony online customer service feedback department. She also told me that her supervisor, if available, would only affirm her contention that I was not getting any refund because that was their policy. I mentioned the "Spirit of the Law vs. The Letter of the Law". The representative clearly did not understand this concept and adhered to her cloak of rigid policies and passing the buck ("Just go online for Customer Service" as opposed to giving the best contact info). Note: My packing invoice reads, "return most items within 30 days of ship date" I've previously ordered several items from Sony with the intention of ordering some higher priced lenses. Now I'm seeking other resources.

Hi RetiredGuy, I sent a private message regarding your concern. Thanks.
- Charlie

Contact Customer Service about incorrect charges bill for employee line?

I have tried to contact customer service for over 1 week about incorrect charges on my bill with no luck. Horrible customer service and experience, I can't email anybody, I can't chat with anybody, and I can't talk to anybody. My only choice is to mail a letter?

i just got charged 49.00 on my bank card my unlimited usage is a joke !!! cant send texts not even due until june 16 now i am out of my 49.00 until i call my bank!! to have a stop payment Where is customer service cant get to talk to anybody to resolve this matter

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

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......there was some cosmetic problems with the screen of my Mac book pro....they replaced it but the computer would not turn on....and btw when I went to pick up my computer the representative handover my computer to another guy without checking his id who was there to pick up his phone.......then I had to take it back second time this time they messed up my iWork...I took it back but they couldn't retrieve my history of purchase of iWork...and then when I installed the iWork at home...none of the applications is working.... .I will have to take is back fourth time.....I loved apple products but may be not anymore.......

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.

Terrible Online & Customer Service Purchase Experience!

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