The lies that customer services reps tell you.

My horrible experience with Verizon customer service today, 3 different representatives completely lied to me and told me 3 different instructions on how to get the new iPhone 6 plus which resulted in me losing my whole day for nothing. Only to have a Verizon customer service supervisor tell me that there was no records of any of my conversations with any of these customer service reps. Needless to say as a customer I am so unhappy with the way I have been treated and lied to that I don’t even feel safe keeping my service with Verizon. I am afraid and that the next time I call with a question I now have no trust in anything that a Verizon customer service rep tells me. Read the below for details in my awful and exhausting expertise with Verizon today.
Today I went down to the Apple store to edge up my phone to the new iPhone 6 Plus. If you are told that you can do this as well think again. I know Apple has restricted when the new phones are available for the cell phone providers but they should have thought of a way for customers to more easily get phones through the Apple store since they don’t have it. To start this story off I had pre ordered the new iPhone 6 plus back in the beginning of September which I was going to have it shipped to the address I was living at. The pre order was not going to make it to me until October 28. Well last week I had to move and needed to change my shipping address. So when I called Verizon they said that they would have to cancel my order and re do it all over again in order to change the address, this sent my shipping date of the pre order back to October 31. I then asked if I were to find the phone at the Apple store sooner could I cancel this order and get it there. I was told that I would be able to go into the Apple store and get the phone if they got it in stock before I received my pre order. This morning I attempted to do exactly that. I called the Apple store to see if they had the iPhone 6 Plus in stock and they did, which has been hard to find lately. I then proceeded and called Verizon to cancel my pre order and ask about how I would go about getting my phone at Apple. The person I talked to said that when I got to the Apple store and got my phone and before I paid all I need to do was call Verizon back and that they would work out a way to pay my remaining balance on my edge phone. I then drove 20 miles to the Apple store and did what I was told and called Verizon when I got there, they said that what the other person from Verizon said was not true. This new person told me what I had to do now was go to the Verizon store and pay my remaining balance and turn my phone in. Then I would be able to go back to Apple and get the new phone and keep my edge plan. At this point from talking to many people with Verizon and having to re explain what I was try to do, I asked this guy to put a note in my account of what he told me. This way when I got to the store they would know what I was trying to do. So I drove 5 miles back from where I came and got to the Verizon store, not a dealer the actual store, and talked to a sales associate who then told me there wasn’t a way for them to do what the guy on the phone said they could do. I was told by this sales associate and a manager that their system would only let me pay my remaining balance singularity, that the only way their system would let me pay my remaining balance to edge up was if I was getting the phone through them at the Verizon store. This didn’t make any since to me because I was still getting my plan though Verizon just not through that particular store. I began to get a little upset and told the sales associate to call Verizon and ask them what to do because every person I talked to on the phone though Verizon told me that I would be able to get my phone at Apple and edge up. They didn’t call at first instead they kept trying to get it to work though their system. The manager then told me again that they couldn’t do it and I insisted that they call Verizon and figure this out because I have driven so far and canceled my pre order to trade in my phone and now I am being told I cant. The manager then walked away and told his sales associate to call them. After waiting another 20 minutes for Verizon to answer the two associates talked about what I was trying to do and this new person on the phone wanted to talk to me. She made me explain my story all over again what I was told and a what I was trying to do and she said that what the people at Verizon store said was true and that they don’t know what the other people were talking about and that I can’t pay my remaining balance on my phone do I could edge up and get my phone at the Apple store. I told her then why has everyone been telling me I can, she said I don’t know, I told her that wasn’t good enough. By this time I was really upset and started to raise my voice a little bit. I have worked in the customer service industry for over 10 years and I know that when a customer is yelling at you it’s a bit unnerving. So I kept my cool as much as I could and didn’t swear or anything. I merely made my point that this wasn’t right and that I felt much abused as a customer. There is no reason why I should be lied to by more than one person, if I would have known that I couldn’t at first then I would have been just fine waiting until the end of October to get my pre order. Though I got so excited that the Apple store had the phone that I wanted and that Verizon told me I would be able to go down there and get it and then I rushed through my job, skipped lunch and canceled an appointment to do this just to find out I was lied to and sent on a wild goose chase, this just wasn’t right. While I had the latest person on the phone I asked if my calls have been recorded and noted to see if there was any documentation as to what I have been told and she said no there wasn’t, I told her that this was unacceptable from a customer service stand point. So I left the Verizon store really unhappy, upset and empty handed. The impression I got from both the sales associate from the store and this new person on the phone was that they wanted to make sure that the money I would pay for the phone went to them and not someone else. Which is poor customer services ethics. Also I lost my place in line for the pre order and would probably have to wait even longer to get it. So now I am beating if I should just cancel my line and get the phone through a different provider that won’t send me through the ringer when I call customer service.

I had the same exact thing happen to me. I can't believe the lies these customer service people are told to tell yiu

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Verizon service is by far the worst. Customer service no better!

That is my suggestion. Anyone have any corporate verizon management emails? I'd like to share my thoughts to them and here.
First let me start off by saying in the past 12 years of owning a cell phone I have had almost every service provider in my area. (tmobile, at&t, spring, Verizon, & u.s cellular)
I have had them all and must say that by far Verizon is the WORST service and has the WORST customer service ever. I joined and got a family plan (2 lines) to save money. I started off with a blackberry curve 8530. The first month of service was ok, not great but ok. I decided I was already locked into my contact so I couldn’t get out and I would just stick with it. The phone itself was terrible, locking up, rebooting by itself, things getting scattered all over the place at random and the worst part is that it would always take 5 minutes to boot and drain my battery completely.
I called and opened up a trouble ticket and I was told from the customer service lady that the phone rebooting itself was very normal and common and more on the blackberry than any other device. Seriously?
After 3 phone calls in one week they sent me out a new phone. Same blackberry and this one was no better. I called back and after doing more tests they tell me that I have to dial *228 every month and if I drive more than 20miles away.
I told the customer service rep that I drive 25miles each way to work and asked if I really have to dial *228 twice a day to get good service and they said yes. Well Verizon, I’m glad I am paying you top dollar for this premium service. What kind of crap is this really? More dropped calls happen and I mean happen daily. The customer service rep informed me to start logging my dropped calls by dialing *** talk or ### talk. So I do just that and log almost every dropped call. Next time I call up they said well you need a minimum of 5 dropped calls a week for us to be able to figure out the problem. Really? I had 4 in one week and that wasn’t good enough for them.
So after more calls I finally get manager approval for them to give me a different phone. I get a refurb Samsung fascinate. While it’s a nice phone and runs 2.1 the software is junk and unstable. Programs have to be force closed, it’s slow and freezes from time to time. And a new problem shows up, sometimes (more so lately than when I first had it) sending out a text message or receiving, it will send or receive 4 of the same messages all at once.
As if this isn’t enough to make anyone mad, the dropped calls still happen ALL the time. I mean 3 in a matter of 5 minutes. I called up Verizon again and they said they can only see 5 this month. When I looked at my phone record I can clearly see at least 10.
Is the service that bad it won’t even connect to a log a dropped call which takes 10 seconds? I told the customer service rep that something needs to be done and a trouble ticket is opened. They say they will call me back in 2 days. A week goes by and I never got a call back so I call them. The ticket was closed and the “solution” was to stand outside and make a phone call and not be in doors. I almost flipped my lid!
As of lately I have called 3/10/11 and got a super nice lady on the phone and she said she insisted she would call me back after 2 days to see how things are going and they will run more tests. Well today is 3/17/11 and I never got a call back so I call Verizon. The first rep told me that someone called me at 2:30pm on 3/13/11 and left a voicemail. I checked my phone records and the only people that called me that day were people in my phone book and nobody called anywhere near 2:30pm. What a liar.
So I get transferred to tech support and go figure he can’t find my ticket. So he has to open a new again and says he will call me back by Saturday.
I have asked for a credit, I have asked to waive the cancellation fee. I just want out. The customer service is by far the worst I have ever experienced and the service is just as bad. What kind of solution is to stand outside and make a phone call? I’m at home with windows all around and a skylight. I have no problems at work with a building with no windows on ground level, but I can’t get reception at home inside or outside.
But wait there is more. To add fuel to the fire, this phone and software continue to get worse and worse as time goes on. I get a picture message from my brother and open it up, at the top it says it’s from someone that I haven’t messaged in a long time. Weird, so I thought nothing of it and figured maybe it had a hiccup. Nope, get a text message from a friend and open it up and it opens up someone else’s text messages that I haven’t texted in days. I was texting a friend last night and sent him a picture message around 10pm. He never replied, no big deal, my phone beeps at 11:47pm from him. And it was my text message going out 1 hour and 47minutes later and beeps at me like I received something.
Verizon better do something and do something quick, this is seriously getting old. I spend more time on the phone with them than with people in my phonebook. I have also told all the reps that I use my phone for work and can’t drop calls on my customers or it makes me look bad, and they don’t care.
Verizon please do something!!!!!

Gamble97 wrote:
First let me start off by saying in the past 12 years of owning a cell phone I have had almost every service provider in my area. (tmobile, at&t, spring, Verizon, & u.s cellular)
I have had them all and must say that by far Verizon is the WORST service and has the WORST customer service ever. I joined and got a family plan (2 lines) to save money.
I’m at home with windows all around and a skylight. I have no problems at work with a building with no windows on ground level, but I can’t get reception at home inside or outside.
For the 1st problem, why do you keep switching? Haven't you found a company with coverage that is good enough for you? No company has a signal EVERYWHERE. Have you been switching constantly because you choose to switch or your company forces you to switch? If the latter, you should complain to your company to go with the best service, not to ruin their business by going with substandard service. Additionally, no provider has the best signal EVERYWHERE. If your company is forcing you to switch, maybe you could suggest that they offer more than one provider for business phones. I know my company has contracts with AT&T, Sprint & Verizon. If you are constantly changing because you choose to change, then I would suggest that you pick the best footprint for you and then stick with it. Afterall, you have had them all, so you should know which would be best for you.
As to the second part, this sounds more like a location problem rather than a phone problem. NO provider has service in ALL locations.

I would like to know how to contact someone in Verizon corporate to file a complaint. I have received the absolute WORST customer service over the last week from this company! The customer service agents promise to call me back and then never do. The la

Verizon Wireless has the absolute worst customer service I have ever received. The in store reps are unprofessional and spend more time texting and taking personal cell phone calls than in helping customers. They are not at all knowledgeable and even state they do not know what they are doing. When you call customer service you get jerked around and passed from one person to the next with no one knowing how to fix my billing issue. I have received NO call backs that were promised and the latest person I spoke to was incredibly rude. Sanita from Sacramento refused to even give me her last name or the last name of her Manager Nick so that I could follow up. I am incredibly disappointed at how poorly I have been treated. I will make sure to tell everyone I know about this experience and as soon as my contract has expired I WILL be leaving Verizon services after 10 years with the company!!

This is a customer to customer forum, so this is not the place.
What is going on with your account? maybe we can help you.

Customer Service Reps are wholly unqualified to serve customers

I have been dealing with several issues over the past few weeks and have been given false information on a number of occasions. I was double billed on my checking account asa result of this incompetence and the lead to believe I could upgrade my phone early up until the actual order was placed and then was told they would call me back and no return call was made. When I contacted customer service about these issues, I was basically told that there was nothing I could do about the situation and when I expressed a wont to switch to another carrier after having a Verizon phone for almost a decade, I was essentially told they were sorry to see me go. No attempt was made to keep my service in any way. It is concerning that I pay my bill on time every month and when I need assistance from customer service, I cannot trust the information I receive there because of being told several false pieces of information over the past several months on various occasions. Overall, I love my Verizon service but the customer support is completely unreliable and I cannot be trusted at this point to actually help me. It is completely worth an ETF to get away from this company as a service provider at this point. Unfortunately, I have to pay in order to get away from Verizon but at this point, I am not being given any other options by Verizon Customer Service. I have a feeling I will get no reply from Verizon regarding this because of their complete lack of respect for their customers and not sure if they will even leave this post on the forum but if so, I encourage anyone that has similar issues to reply so that Verizon sees that their customer service reps need to be better trained as a whole.

{please keep your posts courteous}
I have NEVER had a bad experience with CS. Sometimes you need to look in the mirror. Not always, but sometimes.
You stated on another post that other companies don't have bad customer service. Obviously you have never been with AT&T!

I reached my 1000th hour logged on the phone with customer service

I've been using Verizon jetpacks for 9 months now. Seemed like a sweet deal. Prepaid. Convenient. Fast and reliable. WRONG! I logged my 1000th hour on the phone with customer service today after a 5 hour "troubleshooting" session, second one this week. I've been having to make this exact 5 hour phone call every week sometimes up to 4x per week. I've never spent less than 3 hours on the phone or gone more than 4 days without having to contact customer "service." Naturally, this is pretty ignorant sounding. But, I paid $100 for a significantly small amount of data. I prepaid to be exact. For a service to be rendered one must be able to receive the service paid for. That's simply not the case. I paid $100 for this data already and can't actually use it with any convenience. Unless of course, 5-20 per week on the phone with customer service is typical of any other company. Other than Virgin Mobile, No. It's in fact an extremely absurd amount time for ANY customer to spend on the phone with ANY customer service. No exception. I feel rather abused, used and ****** over by this so call "service". I lost 6 clients. They all sued me in small claims for $3000 each for failing to maintain my end due to my weekly dose of hours on the phone with customer service and NOT doing the job I was employed to do. Nope. Instead, I spent my time with Verizon Customer Service and COURT! Yay! So, I've lost my home, my car was repo'd, $18k loss, 6 customers... and not one time has Verizon spent one second and said to me "Verizon could be the problem"... NEVER has that been the case in all 1000 hours logged. Interesting? No. Just abusive. I resent having to call customer service at all any more. It's even causing my mental health to suffer after all this. You know what is found every time? I'm on a prepaid plan on a device customer service told me to purchase. But wait... thats the second device. Every week I'm told The OTHER device is the one that works with this plan... then a few days later, no that other device is the one that works with the plan, a few days later... The OTHER DEVICE IS THE ONE THAT WORKS.. FFS. See a pattern? I've been directed by Verizon to replace my device 3 times, at $100+ per device plus the $10 sim card, plus the 5 hours on the phone with them every few days. I'd say there's an issue with customer service. First, yes it IS possible there is an issue on YOUR end. I'm pretty sure that having to buy a new device every time I call isn't really the best answer. Second, for the extremely limited amount of data I can't afford to watch a video for fear of capping my data before the end of the 30 days because its 10gig of data. Yeah, 2 whole movies worth! Third, its possible to be wrong, yet Verizon has never, not one single time chose to check their end. ALWAYS and ONLY my end. I don't find that surprising or ironic, I find it the most ignorant and worst customer service in existence only second to Virgin Mobile. Virgin mobile did finally acknowledge the issue was in the broken tower nearby. It took them 6 months and yes... 100's of hours on the phone. Verizon hasn't made any effort to accept responsibility for this issue. I'm sure they are very sincere when they are consuming my 5 hours per phone call trouble shooting my device for the third time this week. It's actually to the point where they have violated their terms of service and failed to look into an issue on their end. The tower has been hit. Hmmm... Ironic. Its quite a distance from here, but is a main tower that has caused an outage across my state. Verizon couldnt tell me that? Is that admitting your wrong so hard to do that it's easier to spend 5 hours on the phone trouble shooting my device than 5 mins looking for outages? Yeah, it could have saved my house and job, but I'm the customer... clueless idiot at the mercy of a company who is never wrong nor makes an effort to correct an issue on their end before stealing my hours from me. At one point, I actually fell asleep in my 2nd hour on hold. Customer service? Nope, a waste. I could dig it if this issue was on my end, but I'm confident that spending up to 20 hours a week troubleshooting to no avail is a HUGE red flag that its not on my end after all. Only cost me a house, a job, car and $18k plus court costs and fees. Fair? Nope. But it would be nice if just ONCE there was an initiative to provide actual support to a customer. I KNOW if this is my experience it is impossible to be an isolated incident with me alone. If I'm tying up 5 hours on the phone, what is the next guy doing? waiting to trouble shoot his box for the next 5 hours over a downed tower. Pride is what that is. People too proud to be wrong at someone else's expense. Definitely an issue if I've paid $900 in 9 months and I spent more hours on the phone with customer service than I have online. Pretty ******. Verizon, you ARE WRONG. Owning it would save the embarrassment of having to ***** about it on this site. I didnt' deserve my losses and it was at my expense and it is STILL at my expense that I'm having to contact that 888-294-6804 number. I've got it memorized like it was my best friends number - that's how often and how many times i've used it. Shame how simple it would be if Verizon wasn't so ******* proud and spent a few moments looking for issues on their end before stealing 5 hours from me doing the obvious over and over and over again... Small claims can be used to sue up to $3k. Looks like that's my only alternative, perhaps if I do that maybe checking for issues on their end will occur instead of pretending its impossible. It feels like I went to mcd's and paid for a meal at the window that took 5 hours to get a bag of raw patties thrown at me from inside after sitting at the window for 5 hours and waiting. I'm wrong of course. I'm am the customer. How could I possibly be right? I've troubleshooted my device over 1000 times. Of course its on my end. Must be.... 1000 times isn't enough to find out there's a potential issue that isn't related to my specific device, no? Is it gonna take 1000 more hours on the phone before one of the representatives decide to look for an outage before the 5 hours of daily trouble shooting? Thats a huge red flag that just keeps getting ignored. I can't think of any other companies besides these two internet providers that finds that acceptable. Better Business Bureau didn't. I'll be filing that complaint with them next. High time Verizon stepped off such a prideful pedestal and seek a remedy before a class action suit sinks them in the future from all other raging bitches not being provided with reasonable service. It's not a rant, this has been a life shattering experience for me and a simple quick check for an issue on their end could have prevented it. BAD BAD BAD Customer service policies to keep a customer on the phone for that length of time to repetitiously check the exact same thing repeatedly every few days. Disgusted. How dare that term "service" even be used if they can't provide "service" via support or otherwise. I'm on the internet finally after 10 hours and the news reported the Verizon tower down. Not verizon... A police officer interviewed on a Detroit News station instead. God knows police have nothing better to do in Detroit than make news appearances for verizon.

Simple solution. Get a real internet service and not a cell phone internet connection service it was never meant to be used as the primary internet service
And how do you lose a home and job and be sued as you claim. What over 10 Gb of data? Give me a break
In my city small claims is $5000.00
And over that amount you can go to a superior court to have your issue settled.
http://www.bbb.org
Good Luck, Elector

Horrible customer service, how do you stay in business?

Your internet sales team fraudulently induced me into signing contracts worth $1200 for new smartphones by promising me free data for which I was apparently not eligible. This is completely documented in a chat transcript and I believe this was purposeful. After walking me through the upgrade process, the internet sales person told me I had to 'combine' orders into the one share plan by calling customer service. Not one of the five people I talked to after that had any idea what he was talking about in regards to 'combining' my orders. Not one. I think he fraudulently induced me into contracts worth $1200 and then passed me off to someone else who would deliver the bad news in the hopes they could convince me to accept a lesser deal. This is called bait and switch.
This is my story:
As a 10-year customer of Verizon, I was looking to upgrade my phones and account into the new Edge program. Our two lines always use less than 2Gs of data per month. I priced AT&T's NEXT plan and received an emailed confirmation from them that the monthly payments for the LG G3 and the Samsung Galaxy 5 PLUS unlimited minutes and texting with 2Gs of data would be $134.45 plus tax. I approached the online sales staff with this information and asked what Verizon could do for me. "Dencil" initially stated the same plan would cost me $169 and some change at Verizon.
"Dencil" told me via chat that to meet AT&T's price, I could upgrade to Edge, sign up for the 250MB plan and receive 1 free Gig of data per new smartphone purchased for 24 months. It will give me the price to basically match AT&Ts offer and my necessary 2Gs of data.
"Dencil" walked me through upgrading my phones. The website will only allow you to upgrade one phone to Edge at a time and you have to checkout each time (I expect this is related to the financing contract required per phone). "Dencil" told me that I would have to call customer service to get the lines 'combined' again into the share plan. He said customer service would make sure I received my 2 gigs of free data as he had no direct access to my account. This is all documented in the chat transcript.
When I finally reached customer service, I spent two hours, was transferred four times and spoke to five people. No one had any idea why the lines needed "combined." The first customer service rep transferred me to sales without telling me. Sales informed me they did not know anything about the free 2G promotion at all (I found this particularly surprising since there is a banner advertising it on your website, but I digress) and they could not help me. I was then transferred back to customer service.
When the customer service rep picked up, I explained my issues and asked to be escalated. He didn't do that, put me on hold for about 20 minutes and even though I explained that sales already told me they could not help me, he never came back and then went ahead and transferred me back to sales without warning. I have no idea what he was doing for 20 minutes.
The sale person I talked to this time also had no idea about the free 2G promotion and suggested I get back in touch with my original sales person, "Dencil". I had already explained it was an internet chat. I asked him how he would suggest I find "Dencil". The sales rep got very rude with me explaining that this was not his job and his job was... I cut him off and asked him to transfer me to someone who could help. Back to customer service I went. At this point, I was then disconnected. The disconnection was likely my fault as in my frustration I began punching as many numbers as possible just to get to a person.
After calling back, I spoke with a very nice lady who did escalate me as requested. The customer service supervisor informed me that my new account did not need to be 'combined' and she didn't understand what "Dencil" meant. She also told me the free 1 G per smart phone did not apply to the 250 MB plan. I explained that I was promised this and there is record proof. The customer service supervisor basically told me I was out of luck. She offered to upgrade me to the 1 G and then provide me a credit for another Gig for 1 year. That wasn't a comparable offer by half.
When I explained the deal I was offered by AT&T, she stopped just short of calling me a liar. The difference in plans is almost $30 (as quoted in the chat by "Dencil"). She told me Verizon would never allow their chief competitor to be that much cheaper and that she "keeps up on these things." I offered to send her my AT&T documentation confirming it and she declined. I then went over each charge explaining the differences. She thought she was going to show me how the costs were actually the same between the plans, but she never completed that action. I expect it was because she realized that's not true.
Throughout my conversation with the supervisor, I asked that my phone orders be cancelled and that my account be returned to its original status. She finally told me she complied and my order was cancelled. Lo and behold, about 18 hours later, one of the phones SHIPPED. I contacted customer service and they told that "oops, one of the phones slipped through, no worries, I could just refuse delivery." Okay, fine, but then an hour later, the SECOND phone SHIPPED. That one must have 'slipped' through also.

Sprint Unveils First Attempt at Lower Pricing Under New CEO | DSLReports, ISP Information
Also refuse everything and get proof from FedEx that it was returned or refused. take a photo of each package to be able to track back.
Good Luck

Digusted with the lack of Customer Service and Complete disregard for Inconveniences

Its a shame I have to come here in order for my voice to be heard. I have spent many hours on the phone with technical support and customer service and it has been to no avail. As a longstanding verizon wireless customer I assumed the high level of customer service experienced there would be translated when I decided to pay MORE money and switch from DirectTV to Verizon FIOS. The last few days have proven me wrong as I still remain without internet, tv, or phone service due to a technical issue beyond my fault. I spent an hour on the phone yesterday only to find out a technician would need to be scheduled and sent to my home today. Working in sales, I have reports I must complete each day requiring use of a WIFI connection so this was already becoming an inconvenience on top of the fact I had to be available between 8-12 and miss a half day of work. Not only did the technician never show up but lied in the notes and stated he/she made an attempt to reach me by phone. My call log shows no incoming phone calls during anytime between 8-12 today. When I called tech support to check on the status of when they would be getting someone back out they informed me I would have to wait until tomorrow afternoon before someone could come out. I expressed my extreme displeasure with having to miss more time from work (which is additional money lost) and inconvienece as I would have to move my day around to find a place with free WIFI after work hours to complete my reports. Traffic in DC is not friendly and this has completely turned me off. Veriozn FIOS is unreliable and the level of service I have received to date has been sub par to put it politely. Offering me 2 pro-rated days back on my service doesn't even begin to compensate for the missed time out of work nor the gas and inconvience of running to the nearest free WIFI so I am able to do work required of me. I decided to switch to FIOS because of the verizon name assuming the quality of the product and level of service would be one I could depend on. This has been the farthest thing from what has taken place. I now have another appointment tomorrow and quite unsure if anything at all will happen. I need some somebody from corporate to receive this message as it took me forever to find this forum to express myself and try to come to some resolve to make things right in this situation. None of your customer service reps possessed any information on how to contact corporate and due to my experience I can see why. You all would likely have to hire full time stafff to accomodate the level of complaints coming in. Pending how this situation is resolved, I may or may not take my story to social media and as many review and blog sites as possible. Verizon FIOS has ruined my day and I hope that someone will care enough to make this situation right.

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.

Two customer service reps cannot be wrong? or can they!!!

I ordered triple play last year as i was getting a better price if I included the TV, I never connected the DVR or TV service as I like my DirecTV NFL package.
After one year, I noticed that Verizon was charging me 20 dollars for the DVR so I called the customer service and asked If I can just downgrade my service to double play, I was told yes and that price will go down by 25 dollars to around 63 dollars a month.
I returned my equipment to the local Verizon store, after a week I started getting voice mail messages during day time to my home number that my TV service will get cancelled if I do not call them back, no extension number was provided.
I called the general customer service number and they said they understand I want to cancel my TV service due to cost of DVR.
I asked to confirm what my cost will be for double play from now, I was clearly told 63 dollars and some cents.
One week later I get a bill for more than 100 dollars????
I have put an order with comcast to provide me services starting next billing cycle, should not be hard to port my number.
I do not beleive I am upset just because I was charged more but more importantly about being lied to by two of your customer service reps. Is this a coincidence or is it a culture in your company ???

It looks like your issue may require a Verizon representative to review your account details. Please contact our customer service team via live chat or email at: http://www.verizon.com/contactus
Choose “Live Chat.”
If a chat agent is available to assist you, the chat link will become live after the page is fully loaded.

All I did was ask a question via email, and a customer service rep cancelled my entire pre-order

So the other day I emailed bestbuy.ca customer service to ask them a question related to my E3 pre-order. Included in the order was a Ps4 Nyko Type Pad, and I asked if it is possible to cancel this single item in the order, and if it was, to do so.
Key to note that included among this E3 pre-order was a PS4 Fall-Out 4: Pip-boy edition, which is now sold out across North America.
The customer service rep took it upon himself to play trial and error with this order instead of actually knowing what he was doing and ended up cancelling the entire order and losing me my Pip-Boy Edition.
I have been emailing endlessly trying to explain how this is a bigger mistake than they are making it seem and have only gotten responses asking me to do something about it, not Bestbuy fix their mistake.. absolutely terrible customer service.
This was the question I asked (a), and the initial response I received (b).
(a) my initial question
Is it possible to cancel only one item of this pre-order? I would like to cancel the Nyko Type Pad if possible, but not any of the other items.
(b) First bestbuy.ca response
Dear ______,
Thank you for contacting Best Buy Canada regarding Order #
We are sorry but when we tried to cancel the game in the order it doesn't work. When we tried to cancel it in second attempt it does, however your whole order got cancelled. We sincerely apologized for the inconvenience this has caused you.
We kindly ask you to place another order online for all the games in the order and we will adjust the price if there are changes. You can also call 1-866-237-8289 options 1, 1, 3, and 2. One of our representatives will happy to place an order for you.
Thank you for choosing Best Buy Canada. We look forward to serving you in the future.
Sincerely,
xx TA
Best Buy Canada
Further emails have only received predictable copy and paste responses, explaining that Fallout 4 Pip Boy Edition is out of stock, and to check local stores. Completely ignoring the issue I was raising.
My second email
This is absolutely in excusable and needs to be fixed on your end.
One of the items in the pre-order that you cancelled has been sold out online almost since it was made available (Fall Out 4: Pip-Boy Edition, Playstation 4). Now that you have cancelled the order I have no way of receiving this item. It is sold out in every location. How is this going to be fixed?
Second bestbuy.ca response
Dear ____,
We have received your email regarding the stock availability of Fall Out 4: Pip-Boy Edition, Playstation 4 on Bestbuy.ca.
Our website does show this product as ‘Sold Out’. It is possible that we will receive more stock of this item however we are not sure when as there are no pending purchase orders through the vendor. As such, we are unable to provide any details as to when we may have stock available for online purchasing.
Our online inventory is pulled from different inventory than your local store, so provided the item is not a web only item, they may have available stock. Try using the store stock check (on the Product Detail Page) to view stock availability or contact your local store directly.
Thank you for choosing Bestbuy.ca
Sincerely,
.TA
Bestbuy.ca
Great reading comprehension. The email wasnt about the availability of the game, the email was about the mistake made by a customer service rep. And no, no more stock is being made available, as Bethesda has said so. Just a terrible, terrible case of customer service.
Consider me, a lost, long-time, customer.

Very sorry to hear about this !
If you haven't had a resolution to this matter over the weekend, please send me a private message with your order number and contact details. I'd be happy to escalate to our Customer Experience team here.
Best,

Appalled by the lack of customer service - NEW PHONE is DEFECTIVE

I was leaving for California at the end of July and needed a battery for my Galaxy Note 2. There were none to be found. Verizon agreed to allow me early upgrade to the Galaxy Note 3. After daily phone conversations with customer service, I finally got my phone 4 days after it was to be shipped next day air. I had to pay $75 California tax and a $15 next day fee. I live in Massachusetts and although we are known as "Taxachusetts" - it would not have been that much if sent to my home. Needless to say, I get the phone and it is unable to hold a charge (not being used) for more than 8 hours. I called customer service at least 10 times for a matter of at least 8 hours and have no resolution. I cannot get a new phone because I am beyond the 2 week deadline - "Really?" at that point I had the phone for 3 1/2 weeks. I have a phone bill sitting on my table for $418.00 (to include equipment) - I will not pay for this phone until they send me a new one. I do not think that is unreasonable, yet, each of the 10 customer service and supervisors I spoke with told me that is not possible - no one could do that for me...Look, all I want is a phone that works and VERIZON WILL NOT ASSIST ME WITH THIS SITUATION!!! I have been a customer for a long time and am absolutely appalled by the lack of customer service!!! I am asking those on here for help. What carrier should I move to? Evidently Verizon does not need my service - and I am happy to share with my "Friends and Family" what a deceptive company this is. So what do you all suggest?

It's as my original messages states. After taking the iPhone5 to a verizon store and being told is was a known defect with the screen, we sent the phone back and received a refurbished phone. After weeks, we were sent an email with a picture imbedded that would not display. It stated the phone had internal damage. We certainly would not have returned the phone had we not been instructed to do so by Verizon or if it was damaged. We requested to send the refurbished IPhone back - we would have rather paid for a brand new phone than $300 for a refurbished one. We were told we could not. Beyond this - the support was unreal. The first person we spoke stated there was zero record of our original call to support to return the phone although our detailed calling bill showed a 35 min call. Three calls later and no one was able to show us the damange, prove it was our phone, etc. I'm not convinced this isnt some sham to get more money to be honest. We've been with you for 10 years. I do not want to pay for a refurbished phone especially when a verizon tech instructed us to send the original back due to a defect.
      From: Verizon Wireless Customer Support <[email protected]>
To: flash sam <[email protected]>
Sent: Tuesday, October 28, 2014 4:16 PM
Subject: - Appalled by the lack of customer service - NEW PHONE is DEFECTIVE
#yiv7047612359 img
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A message from the Verizon Wireless Community
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Appalled by the lack of customer service - NEW PHONE is DEFECTIVE
created by Verizon Wireless Customer Support in Verizon Wireless Services - View the full discussion             There's no need to consider canceling service with us flashsam. This is certainly not the wireless experience we want you to have! Let's take a look and see what options are available and keep you as a happy wireless customer. If you can send us a private message then we can look into this.
Thank you…
ArnettH_VZW
Follow us on Twitter @VZWSupport    Reply to this message by replying to this email -or- go to the message on Verizon Wireless Community Start a new discussion in Verizon Wireless Services by email or at Verizon Wireless Community
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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

The lies that customer services reps tell you.

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