The worst "Customer Service" I have ever had to deal with.

I have been a customer for 6 years. My monthly package once cost me $54.99, this month it has been increased to $74.99.
Two weeks ago I call (with a $0 balance) to find out why I am being charged this price for 15/5 speed, while new customers are paying $49.99 for 25/25.
I was told even though I was a long time customer there was NOTHING they could offer me. I was then told that they would issue a notice to customer retention and call me within 48 hours. They call never came.
Today my wife recieves an email stating we owe $180... Two weeks ago I owed $0...
I call and speak to another rep and I am told the best they can do is a $5 a month credit, they can't account for the $180 in charges and that I cannot receive the new customer price.
With that said, if this is how you treat loyal customers, then I am going elsewhere...

Hello Drodrigues24
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

Worst customer service I have ever had.

I have been a Verizon Wireless customer for 8 years. I moved out of the country in February. I called to cancel my plan a few months before. They told me it would be best to wait for my plan to run out. As it would be "better" for me monetarily. A few weeks before I left the country I went into a store to confirm this was the best option. Again I was told the same thing. Now I have a bill that over $400 because someone didn't accurately record my efforts to cancel my plan. I made 5 international calls to Verizon at my own expense I got through finally on the last call. I was transferred and transferred and they said not only was I to pay the bill, despite my attempt to cancel my plan multiple times, but they were happy to send me to collections. Is this the amazing customer service you are always talking about? I will be posting any negative feedback on any forum I can find. I will be sharing this story and encouraging anyone I know to cancel their existing Verizon plan.

These forums are dedicated to Residential products and services offered by Verizon.
For help on Verizon Wireless issues, please post your topic on the Verizon Wireless community.
Thank you
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 that solved your issue as the accepted solution.

Worst customer experience I have ever had

For a start try googling Bt and watchdog and you will see how bad it is. My story begins with getting a line with Bt this was a horrendous business in the first place as our new house had no connection, so we had to pay to improve Bt's network by getting an intermittent line put in which took weeks ,almost a month, then a fault appeared about a year later the engineer came ,much head scratching as no dial tone ,but Internet worked, he fiddled around with our socket and eventually said the problem was external ,it worked for a few days then stopped and then we got another engineer to come fix it properly it worked for a year .Now exactly same thing has happened again an engineer came fiddled with our socket and said it was the building across the way that caused it ( what I can't get is. If it was the building over the way causing it why fiddle with socket in our building?). , it stopped working a week later same issue, in addition now when reporting the problem to a call centre in India was told that they could not arrange an engineer unless I agreed that if the fault was caused internally in our building then there would be a call out fee of £130 , I refused to acknowledge that I would pay this as the only people to have touched the lines in our house since connection have. Been your outsource partners ,hence how can they blame me for the fault?, I have carried out basics checks as suggested on the site . What worries me now is the following (are they trying to charge me for this second fault?) Fault number:VOLxxx-xxxxxxxxxxx, Date reported:25 May 2012,Date closed:30 May 2012 Says problem was external from house. But the next fault report online says problem is internal and within the house, if the fault is internal ,then it must have been caused by the engineers earlier visit as they are the only ones who have changed or done anything Fault number:VOLxxx-xxxxxxxxxxx Date reported:7 June 2012Date closedpen I will be very very annoyed if this happens

Please edit out your fault reference numbers as this is a public forum. Thanks
Welcome to this forum. This is a BT domestic customer to customer help forum, any messages posted here do not go to BT.
If you need to contact BT, you can use Live Chat or Contact BT ,or telephone 0800 800 150
If you have already tried that, then
If you would like to contact one of the UK based BT Care Team who moderate this forum, they should be able to help you.
They can be contacted using this link BT Care Team
They normally respond by phone or e-mail, within three working days, however you should get an immediate confirmation, with a tracking number.
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

The worst company i have ever had to deal with.

on the 9th of may 2013 i tried to order bt infinity 2 with unlimited tv and unlimited phone calls,i tried to order online to be eligible for the £50 sainsburys voucher but when i went to place the order i kept getting an internal server error from the website.
i had to then ring bt up and explain about the error and this led to the order being placed over the phone.about a week later it dawned on me that i might not be eligible for the voucher so i rang bt to enquire where i stood with it,i was told that i wasnt eligible for the voucher and the only way was to cancel that order and place a new one online.this was done over the phone on the 22nd of may.i was told by the guy that cancelled the order i would have to wait 24 hours for the existing order to clear off bt,s system before i could place a new one.i waited until the 23rd of may and tried to place a new order online to no avail.
i got a message that read like this....as there is ongoing work at your exchange your new technology is being installed,no orders can be placed until this work is complete.
i rang bt and explained what happened and the girl said this was because the engineer from bt openreach was still booked to install my infinity2 on the 31,st of may which was the original orders installation date,until this was cleared off thier system i couldnt place a new order,she would personally speak to bt openreach and get it removed and i should be able to re-order online within the hour.
i tried to re-order an hour later with success.order in place,email confirming order with a ref number,in the email it says if you havent had a confirmation email or letter within 5 days of the 23rd then ring us with the ref number.
28th i ring bt with the ref number and i get told that no orders are on my account and no evidence of that ref number on my account,this could be due to an existing order still being on the system and until its removed you cant order anything from bt,by now im feeling a bit miffed as my sky is cancelled and my broadband is cancelled and time is running out.the girl now says she will go to order management and get whatever is on my account removed and it would happen within 24 hours (1.pm 28th may phonecall) and she would ring me backto place a new order and also she would get the order fast-tracked as its thier fault and it would speed the installation up within 3 days so im expecting a phonecall before 1pm on the 29th may,no phonecall so i leave it until 3.30 pm and ring bt,a lady answers and looks at the notes on my account,apologises for the girl not calling me back and says she will personally get it removed off my account within half an hour and promises to ring me back at 4.30pm to place a new order.5pm no phonecall so i rang again and the first thing say to the lady that answers is this is the last time i will ring bt ever,she apologised for whatever was wrong and hopes she can help,i explain everything that happened and she looks at the notes on my account,advises me that the item what was still on my account was down to be removed and should go off my account today(29th) and all i could do was wait for a phonecall to tell me it has been removed.
one word
laughable.
obviously bt dont want my £70 a month so it will be a phonecall to sky tomorrow to reinstate my tv and broadband.

If you do go with Sky don't forget to cancel the BT order or you might end up with them billing you for the install.

Honestly, Safari 3.1 = the worst web experience I have ever had.

Maybe it's just my opinion, but I loved Safari for all those times before this update. When I updated it my whole computer was extremely slow. All the applications took a very long time to run.
When I actually click on the Safari app, it took at least a good 4 minutes to fully load, no joke. And then to go form website to website that was jsut total torture. I have never had a slower web experience.
I finally decided to clear my Cache. Once I did that everything seemed to run a lot smoother. Then every few minutes it randomly quit on me. Last night I was using Safari [after I cleared my Cache] for about 15 minutes. It quit on my 7 times. What's up with that?
I have finally decided to stick to Firefox, I am sorry. But Safari isn't showing what a web browser can really be.

I've restarted my computer several times - no difference. It's like ever since I did that software download/upgrade a few days ago my hot-key functions have been re-wired in gmail: the shift key works as an apple hot-key thing, so things jump around and such whenever I push it and it goes to different typing fields or navigates backwards/forwards through safari windows in connection with various letter keys...
This is kind of hilarious, I must admit, but I need that gmail account to work for my job & it is not working properly.... So that's rather less than ideal and just plain confusing. Anyone here have any idea what's going on and how to fix it? This isn't my idea of a helpful upgrade...
Thanks,
Leif

Worst tech support and customer service i have ever experienced in my life

almost two hours of my time was wasted on tech support. rude, inconsiderate people from the philipines. i have filopino friends. they are nothing like these people.
after wasting my time through endless transfers, being hung up on multiple times, transferred to the worng number more than ten times i got india somehow, and the women told me my is faulty. the numbers lock key doesn't work and i can't punch any buttons on the right side where the numeric keypad is.
dell and your other competitors must love this because the abusrdity of this experience is resulting in my returning this pc. i bought it two days ago.
wow ...
sad, sad, state of affairs. worst call centre i have ever had the displeasure of dealing with. especially some guy named 'ricky'. what an abnoxious human being.
i have apple products but prefer pc, but with service like this ... man ...
anyway, terrible way to lose a customer.
have i mentioned i often advise on what computers to buy? hear that sucking sound? bad customer service results in bad business.
good luck. selling my stock.

Hi unhappywithHP2,
I have sent you a private message. If you are not sure how to check your private Messages this post has instructions that will guide you through the process.
http://h30434.www3.hp.com/t5/First-Time-Here-Learn-How-to-Post-and-More/How-to-check-your-messages/t...
Regards,
George
I work for HP

Absolutely the WORST customer service!!! Customer disservice is more Absolutely the WORST customer service!!! Customer disservice is more appropriate! Bring back support to the U.S.!! Bring back support to the U.S.!

Absolutely the WORST customer service!!! Customer disservice is more appropriate! Bring back support to the U.S.!

Hi richmc. I will only deal with the last part of your message.
You say that you want to use Outlook 2007 to collect your mail. That is not a problem, it is just an email client. BT do not supply this email client. Microsoft do.
You cannot expect BT to be able to assist customers with all the different email clients available to use. You can get the server details etc to set it up yourself.
Most ISP's are the same on support issues for things that they do not supply.
BT do have a paid support service if you did want to use it but for things like email setup it should not be needed.
You also say that you have your own domain names. These NEED to be hosted somewhere to be able to use them for email.
I don't believe that BT do hosting anymore(Could be wrong). So you would need to get in touch with a hosting company, someone like Nethosting, 1&1, GoDaddy etc to set up an email hosting account and then set up your email client to your hosting companies email servers.
toekneem
http://www.no2nuisancecalls.net
(EASBF)

X240 complaint - the worst customer service/experience I have ever had

Hi All,
I may be having the worst customer experience of my life (hopefully). Here is a summary of my tale:
I am about to enter the final stage of a PhD and start tutoring, so I need a portable laptop.
I believe that Lenovo is a professional company, which will provide quality laptops and good service. I choose them over dell and apple.
February: Buy x240 with 3 year warrenty. 1 month for laptop to arrive. Comes with a Dead pixel near middle of screen.
March: As permitted by my warranty, I replace hard drive with new working ssd - it fails smart disk test after a few days in laptop
I replace hard drive with new working ssd - it fails smart disk test after a few days in laptop
April: After two new samsung ssds failing (and the third one I bought not having any issues in my desktop) and five installs (and two months wasted) I ring a CSR
I explain I think I may have an issue with the motherboard. He says, send in the laptop and the SSD and we will replace/fix it. I clarify several times that the HD is not the one I recieved with the laptop. He says it is no issue. I get sent a box and send the laptop in.
May: A week later I recieve call from CSR (ALVIN) saying that I will need to pay for new hard drive. He obviously doesn't understand my issue at all. I am unwilling to pay unless they send me back my disk so I can get the refund on it. He says he will get back to me. I say I will take a quote as I want to see if it is reasonable.
After a few days, I call to see what is happening. I am told by ANNE that they will fix my motherboard for free and send me the hard disk back, but charge for the new hard disk put in.
I get a a quote for $484 charging for courier costs and service. No information as to how it relates to the parts
I refuse to accept the quote and send an email explaining the issue, and that I need the laptop back asap as I am leaving the country soon.
I get a message back saying we will send you a new quote. I am also told that they tested the computer and the motherboard is at fault (contradicting what I was told before)
After a week or so I get a new quote for $484. The issue description has changed and they have screwed up the tax charge. No information as to how the charges relates to the parts being replaced, or what I will even get
After some more emails I am getting emails, and they won't even put their name on the email, so that I can see who I am talking to (even when I ask)
'[email protected]'; '[email protected]'; '[email protected]' are my case managers but they are impossible to contact, and not very useful
I find out that I cannot get a rfund on the SSD I sent as it has taken too long for me to claim (I lose $169 that it cost me)
I buy an Macbook pro with applecare to use as my laptop in future.
After a few more emails, I ring a CSR, they tell me that there was a mistake with the last quote and I will get a new one.
Five days later, I call about the issue. I am told that the depot has not got back to them, but that I will get a call the next day and a quote.
I don't get a call or a quote. I ring again and I am told that some other department is handling it, and that I need to wait.
I think it has nearly been a month now that they have had the laptop for now, and I have yet to use myself as it has broken every time I set it up. I am just glad I can afford to buy a different brand of computer, otherwise I would pretty screwed as I need my laptop to travel on the 6th of June.

Just an update. I still haven't got it back (I leave the country in 4 days) and I asked for it to be returned over a week ago. Sent a email in last week (after calling and being told things would be sorted) Just going to ring up again and ask them what is happening now.

Don't EVER BUY HP again the worst customer service experience I have ever had.

$39 dollar to answer a question regarding a product you sell! Mathew employee [text removed for privacy] not only rude and not helpful but actually gave me the wrong number to call for his supervisor. An hour and a half of wasted time at work trying to get a simple question answered. I have never had a problem with Dell customer service or products. Now my employer knows and will never buy HP again as well. Hopefully by writing this it will save someone the time, energy, and headache. Keep doing business like that HP and you won’t have one.

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Could this be the worst customer service ever???

Hi - not used the forum before, but have had the most unbelievable time trying to deal with BT. The simplest way to illustrate how abysmally terrible they have been is to paste below the letter of complaint (and the follow up 2 weeks later) that I have sent to BT. It is long, but shocking reading, and compelling if you have ever had experience of what BT ironically calls "Curstomer Service". No response yet, apart from a lame reply a few weeks later saying that they agree that the service was terrible, but that they probably won't do anything about it. As soon as the 8 weeks are up, I'm going to escalate this to http://www.ombudsman-services.org/
Am I missing something here? Am I expecting too much of BT? Am I making a fuss over nothing? Or does this resonante with anyone who has had dealings with them?
ORIGINAL LETTER (5th NOVEMBER):
Dear British Telecom
I am afraid that I need to make a formal complaint about my treatment at the hands of BT over the past 6 weeks.
I received a MAC code from BT at the start of September which I tried to use to switch to another supplier. The supplier told me that when I had signed up to BT Infinity with you last year, this had made the line incompatible for the ADSL service that I was now requesting and the line needed to be downgraded. I originally called BT on 13th September to request that this be done, and spoke to a woman called Jackie. She agreed that it was remiss of BT not to have explained the implications of the switch to BT Infinity when I was offered the deal, and so agreed to arrange a manual downgrade of the line to avoid triggering a contract renewal. She told me that the work would be complete by 23rd September and that I would receive confirmation from BT that the work was to take place within 2 business days. No confirmation came through. I called again the following week and had 2 lengthy conversations, with one person telling me that no work was in progress, and another telling me that yes it was in progress. However, on 24th, the work had still not been done.
I called again on the morning of 24th for a very lengthy conversation (well over an hour), when after a lot of resistance, the person eventually explained that they didn’t know why the work had not been carried out, but it would definitely be carried out the next day. I asked her to assure me that if this was not done, then I would not be liable for any charges as a result of BT’s repeated failure to perform this work. She agreed to this.
I went on holiday the following day, and by the time I returned on 10th October, my other supplier, had still not managed to use the MAC code to switch to them, and it had now expired. It had been repeatedly rejected because there was an open order on the line.
I called again on 10th, and was told that they didn’t know why the work had not been completed, but it would be done by 14th. I was told I would have one month of broadband payments refunded, and that I would not need to make any further payments to BT, as it was BT’s fault that the work had not been done and I was still with you. I requested confirmation of this twice, to be sure that I had not misunderstood, and it was given twice in very clear terms.
Of course, the 14th came, and the supplier I wanted to switch to was still being told that there was an open order on my account. I called again on 14th, and this time was told that the work actually took place on 26th September, but that there was still an open order on my account. None of the many people I was passed to over the next couple of weeks was able to tell me what the order was for – one person said it was just an administrative item that needed to be closed. I spoke to many people who claimed that it was closed. Eventually someone agreed to do a little research and found some background processes running, which were eventually closed after several more difficult calls.
These calls were without exception long and difficult. I was often promised calls back with explanations, but not one ever came. I was often told that I needed to be put through to another department and that the person I was speaking to had spoken with them and they would be able to help me quickly and easily and were awaiting that I be transferred, but I was put through to a long phone queue and then spoke to someone who didn’t know anything about my case and was not able to help anyway. I had to repeatedly explain the situation from scratch to somebody new, despite being assured that this would not be necessary. In short, I spend very many hours that I really could not afford on the phone to BT to sort this out.
This was dereliction of customer service and a breach of your duty of care on a significant scale (in addition to the failure to supply the service downgrade promised, and then the failure to communicate that it had been supplied until I called many times more). The calls caused me significant frustration and distress, and affected my mood for a long time after. The hours I had to spend on the phone in a vain attempt to make myself understood by your people caused me to miss deadlines at work, to appear sloppy, and to present myself in a less professional way than usual due to the vexation caused by all of this. I could never have imagined that getting a simple request fulfilled could require such a significant expenditure of time, effort and internal strength.
My complaint is not that there was an initial error with the work, but that this error was not explained, investigated or put right despite extremely lengthy efforts by myself to communicate with BT what needed to be done. I was treated with disrespect many times, as people told me they were putting me through to specific people they had spoken to, but then just put me through to a long phone queue; people promised me confirmation texts/emails and update calls which never came; different people gave completely conflicting stories about what was going on with my account; people repeatedly assured me that everything was fine and the other supplier would now be able to place the order, and the other supplier was not able to place the order. These were not one-off events – each of these situations happened several times. I can only describe your customer service as consistently abysmal.
Finally, last week, the supplier I want to switch to was able to place the order and arrange for the takeover of my line and broadband which will take place next week.
Sadly, though, that is not the end of my problems with BT. In the early hours of this morning, I received 3 emails asking me to view and pay my new bill. This came to over £140 (up to now I have been paying £17 per month), and included an incomprehensible set of charges for “Line Rental”, “Broadband and Calls” (which included BT Infinity Option 2, which I do not have), as well as separate listings for “BT Broadband Option 3”, which I also do not have. There are no words to describe the shock and disbelief I felt upon opening this.
Throughout the whole process, I have been very clear and explained multiple times that my purpose has been to be able to switch to another supplier, and that despite being offered new contracts and new deals many times, this was not what I wanted. I only wanted to be able to switch as soon as possible, and so wanted no renewal of any contract. I was assured several times that this is what would be achieved. The comments on my latest bill refer to a “contract start date”, and so if there is any new contract in place, this has not only been done without my consent, but in contravention of my repeatedly expressed wishes. Whether the explanation for this is gross incompetence or corruption, it is not acceptable, and must be cancelled immediately.
I called again today, but again found myself talking to apologetic people who couldn’t help who passed me on to long phone queues which led to more apologetic people who couldn’t help.
Given that this has been going on for so long and given that the many promises made to me by BT have been repeatedly broken and given that I had been clearly and explicitly assured that I would not have to make any further payments to BT, as my switch was in progress and only BT was obstructing it from taking place; I am no longer prepared to subject myself to this treatment. Rather than paying you this money and giving you more of my time, I would expect significant compensation from you for the many many hours I have put in to trying to address the consequences of BT’s failures and for the resultant stress, that has affected other areas of my life and which continues to do so.
Please respond to this letter within 14 days, confirming that you will be cancelling the latest bill and any contract that you may have put in place, and advising me what level of financial compensation you feel would adequately compensate me for what I have been put through by BT. Naturally, you will not be proposing any credit to my account, as I will hopefully no longer be a BT customer in a few days’ time, and the balance on the account should actually be zero.
I look forward to your prompt response.
Yours sincerely
FOLLOW UP LETTER (20th NOVEMBER):
Dear British Telecom
I submitted the letter below via the complaints section of your website on 5th November, asking for a response within 14 days. The automated response said that you would normally respond to complaints within 48 hours, but at very busy periods this may take up to 96 hours. However, 2 weeks has now passed and I have received no response from BT.
I tried calling BT again on 12th November, after receiving a new bill demand. On the automated system, I asked to speak about my bill. The automated voice said “about your bill. Is that right?”, I said yes, but it put me through to the BT Options team, who were not able to help and eventually transferred me to the billing team. I spoke to one lady and to her manager, and was told that she would investigate the huge and confusing charges on my bill, and the promise that had been made to me that I would not incur ANY further charges, and that she would get back to me on my mobile number within 48 hours, and that if she could not reach me, she would call back until she did. I asked whether this meant that my bill would be on hold until she spoke to me again, and she clearly confirmed this. Of course, no call ever came, so my bill is actually still on hold now, according to she clearly told me.
Then, in the early hours of 18th November, I received 2 emails: one telling me that another provider had requested to take over my broadband service and that service would stop from midday on that day (even though it had actually been transferred to another provider more than a week earlier), and another thanking me for taking out a new 12 month phone contract starting on 18th November. Of course, I never discussed any new contract from BT, apart from stating very clearly on several occasions during my many calls with you that I specifically didn’t want to enter into any new contracts.
I called again on 18th to speak to the complaints department. I spoke to Angela, who told me that the complaint that I had made on the phone on the 12th, and the complaint that I sent via your site 2 weeks ago, and which I copy below, had both been ‘escalated’ to a woman in India called Sharon, who was supposed to have called me back by 14th. Angela said she would look into this, get hold of the complaint I had sent and read it carefully, and would look to cancel my bill and offer me compensation. As has been a common occurrence in my dealings with BT, she apologised for the way things had been handled so far and assured me that she would now take ownership of my case and would definitely call me back at 2.30pm with an update, even if the situation was not fully resolved at that point. She even re-confirmed my mobile number, but of course, no call ever came.
And, incredibly, this morning, I received another email from BT, telling me that as I hadn’t paid my bill yet, a late-payment charge had been added to it, and threatening me with a downgrade of my credit status.
Again, I feel compelled to emphasise the great frustration and stress that this situation is causing me. This is utter neglect of your duty of customer care, and there is nobody in your confusing maze of customer support phone services who has been able to understand and address any of my issues I have had over this extremely difficult 2 months. Several people have promised that they would take ownership of my case, and would stay in contact with me, but none of them ever has. There seems to be no way to meaningfully communicate with anybody at your end, even while the bills, and charges, and threats and confusing emails are coming thick and fast. This is now proving to be equally true of your complaints procedure – my complaint has been completely ignored.
As I requested in my previous letter (below), please cancel my bill immediately and propose what level of financial compensation you feel would reasonably compensate me for the extreme frustration and stress that I have been subjected to in recent months, which has affected other areas of my life, including my work and family life, and the time and trouble I have taken to try to reach you to get this sorted out.
I include a copy of my original letter below, and am sending this to you both by email and in the post. I would like a positive response within 10 calendar days of the date of this letter, addressing all of the issues I am raising. Beyond this 10 day period, I may take further action, which may include legal action and/or publicity about this case.
Yours sincerely

Update - in case anyone is still interested - Here is my response to them:
30th December 2013 – Our Response
Thank you for your proposal, which we do not find acceptable.
Not only does it ignore the promise that we were made by telephone in October that we would not receive any more bills from BT, as the fact that we were still with you had already been down to your negligence for some time, but it also ignores the abysmal service that you have given us and the resultant stress and personal inconvenience that you have directly caused. An apology and a weak offer to refund the difference between what we pay now and what we paid you is very very far from even beginning to make up for this. Your wilfully ignoring a promise that you had made in October and that we very clearly drew your attention to in our original letter is yet another example of this, as are your over-complicated "final" bills, which are not easy to make any sense of.
You say that you will feed back to the agents involved about the terrible service that they have given. This will make no difference. If only one or two agents had been involved in delivering a terrible customer experience, then maybe this may have helped, but the fact that your service has been so consistently and unswervingly catastrophic in every single interaction (and you will be aware that there are very many posts on forums all over the Internet singling out BT for similarly incalculably bad service) suggests that the problem is in your processes, your training and your staggering lack of customer service ethic. If you truly wish to make changes, your actions will need to be far more fundamental than simply scape-goating a few individuals who are doing nothing different from anyone else you employ. I do not hold any individual or individuals responsible for what BT has done, but BT as a whole.
I intend to refer this case to Ombudsman Services: Communications, but would welcome a response from you before 2nd January if you have anything further to add.
Best Wishes
Guy

Literally the worst customer support experience I've ever had to deal with -- Why don't they let their customers speak to supervisors on demand?

Call 1: I spoke to them to see if I was eligible for an upgrade. It turned out they had accidentally counted a temporary phone switch to an old device as an upgrade. The representative was extremely slow minded and took over an hour to read through my notes and process what I was saying happened, consulting with his supervisor multiple times. He claimed to have noted everything and told me I had to go to a verizon store to verify in person that I was still using my original phone, and that then I would be able to get an upgrade immediately.
Trip to the store: Drove an hour only to be told by the store rep that there were NO NOTES on my account about the issue and there was nothing he could do to help me and that I'd have to call customer support again. The store was closing in 20 mins and customer support seems to take 45 minutes minimum to resolve anything, so I left.
Call 2: Asked a woman to speak to a supervisor about the guy who wasted 2+ hours of my life and gas money. She put me on hold for a long time, came back and said they were all busy right now, would I like to leave my complaint with her? I said no thank you, I will keep waiting. She said ok, and proceeded to hang up.
Call 3: Asked a different woman to speak to a supervisor, she put me on hold for a long time and then told me that since I wasn't an authorized user I could not speak to one... lol ok. Had a family member call and authorize me.
Call 4: Asked a guy to speak to a manager. He insisted on taking the complaint himself. Why would I trust someone to take a complaint about their colleague possibly sitting a few desks away when many of them have proven to be incredibly incompetent already? It sounded like we were making progress... then he hung up too.
Call 5: Asked yet another woman to speak to the manager. She demanded a reason, I told her it was to make a complaint and she told me about a dozen times that the managers would just tell her to take the complaint. I insisted, she refused... finally I threatened to close all of our accounts unless she let me speak to a manager. She said they couldn't right now since the office was closing soon, but that one would call me within 24-48 hours. I'd bet my life savings that never happens. At that point I tried to talk to her about the original upgrade issue, and she said her system had suddenly crashed and that I'd have to call back the next day... Seriously???
Absolutely unreal how horrible their customer support is. Will be switching to T-Mobile immediately.

Having worked in customer service, I have some experience with this kind of situation. Reps are typically trained to make all attempts to handle complaints by themselves, because there are obviously many more reps than supervisors. They're usually REQUIRED to fully authorize the account and to get the whole situation from the customer prior to referring you to a supervisor. One of the biggest problems is that many customers think that demanding a supervisor is a way to guarantee you will get what you want. If the reason for your request to escalate isn't a valid one, the supervisor won't give in to you either.
There are plenty of times in my own experience, especially as a brand new rep out of training, that I took a long time to research and get an understanding of the issue. Yes, I wasn't moving at light speed, but that doesn't make me an idiot. It means I was trying to gather as much info s possible to try and deal with the issue. But I had plenty of customers tell me I was stupid and to transfer them to my supervisor, simply because I took longer than their patience could tolerate to get all the details I needed.
I have never had a job that I executed flawlessly day in and day out. Maybe you have and that's why you can't tolerate a person taking a little longer to wrap their head around the issue, but I'd rather doubt it.
I also don't think you will find reps who work at light speed and utilize a magic wand to fix people's issues at T-Mobile, either, but I guess it never hurts to try.
Just to clarify: I do not work for Verizon and never have. I worked for a residential phone and internet company.

I recently updated two of my phones to Note 3's and now I have the worst coverage for phone service I have ever had.

I have been a customer for your coverage for quite a while. Since the upgrade to the Notes for my Wife and I we have continuous dropped calls in our home. We never experienced this before with any of our previous phones. I got rid of all my house phones because I had such dependable service but not any more. What gives with this model phone? We are about ready to leave Verizon. We need a dependable phones. All I get when I call Verizon is that they want to go through all this ** which I did and then they want to replace the phone. I might think that would be a problem except that both my wife and my phone are doing the same thing. Looking at coverage it says I am in the best zone so what can I do?

Unfortunately from my experience not much can be done from our end a clearly big red doesn't support the device. This was a direct quote from a service rep. I was told I am in an area of marginal coverage although I have been a customer for more than 10 years in the same area. I didn't have an issue until the 4.4.2 update. I have replaced sim cards received replacement devices and sent the phone I'm to Samsung for service. None of the above have solved the issue. So we either deal with the issue or upgrade the phone. Big red has been no help at all and it does make you want to change providers. As I was to Verizon just sells the phones and cannot help end user experience very frustrating. I have been dealing with dropped call, missed calls, poor signal, and missed text messages for months.

The worst service I have ever had with apple.

Ok, about a week ago my ipod mini started to show very obvious signs of hard drive failure. I now know this is very common with ipod minis. I took this ipod to the apple store in victoria gardens, and got an appoitment at the genius bar. I have never seen in my life such poor management. They tried to find every reason in the world to not replace my ipod with a new ipod. Not REFURBISHED new. I do not settle for refurbished parts. Now it states in they're warranty that I have three choices. 1 replace the ipod with a new one. 2 refund money. Or 3 get a refurbished ipod sent to my home. I of course wanted my money back because i don't want this problem to happen again. Refurbished parts are crap! My ipod is still under warranty and I demanded the money. Apple said we choose what option you get but no where does it say on they're warranty they choose. I argued with the store for almost 2 hours but they would not budge. I want to know if They should have given me my money back or is this a common issue with apple? All I know is that Next weekend I'm probly going to be potitioning outside apples door. And if this problem is not resolved I will never deal with apple again. I have also reported them to the better business bureau for inspection.
DELL Windows XP
DELL Windows XP

"Apple said we choose what option you get but no where does it say on they're warranty they choose".
No? This is from the warranty. I've highlighted in bold the 3 words you seem to have missed.
"If a defect arises and a valid claim is received by Apple within the Warranty Period, at its option, Apple will (1) repair the product at no charge, using new or refurbished replacement parts, (2) exchange the product with a product that is new or which has been manufactured from new or serviceable used parts and is at least functionally equivalent to the original product, or (3) refund the purchase price of the product."

How do I talk to a real person? And does Verizon have the worst customer service of any business of any type?

This company is nearly impossible to communicate with! How can they continue to not address their inability to handle questions?

Customer service at 1-800-922-0204 or *611 from your phone. When you get to the phone tree select option 4 and say agent.

Defective t440s and the worst customer support I've ever received

2 months ago I purchased a t440s that arrived defective. Notably, the screen was the upgraded FHD IPS panel. My unit came with the LG model, which is notorious for being defective. The screen had bad viewing angles (its main selling point...), about 1.5 inches of light bleed along the bottom, and significant yellow tinting outside of a medium-sized circle in the middle of the screen. Additionally, the trackpad was too far left in its housing and would ocassionally *get stuck beneath the case* and ALWAYS scrape against it.
After waiting 3 weeks for my laptop to arrive, I requested a repair after owning it for 2 days and sent in my laptop-- at the end of September. I didn't receive any updates on the status of my repair until several days ago. I was unable to answer the call and the voicemail Lenovo left only said that my repair was pending. After attempting to contact support myself and being placed on hold for absurd lengths of time, I gave up.
Earlier today I received another call. The rep told me that my laptop wouldn't be able to BEGIN being repaired until November 24th, at the very least. This is due to a backorder on replacement screens. I'm assuming that's because they're having to replace more than just a few.
The rep offered to have my laptop swapped with a new unit, yet I'll have to speak with another person who won't be calling me until "sometime next week" to actually have this done.
The girl I spoke with to initially request my repair was very kind and knowledgeable. Everything following that has been unacceptable at best.
I purchased from Lenovo after being told by numerous peers that their quality was legendary across the board. I don't think I'll ever purchase another Lenovo product in my life and I will definitely try to dissuade anyone from making the same mistake I did.
You suck, Lenovo. You really **bleep**ed me here.

I gotta say that when I was dealing with customers services I thought they were fantastic, and this was back in June. Now my player has sadly broken again...ugh...twice in a year...which is making me consider just buying something else, I know all mp3 players are reportedly like this, but its just not right... ...and I'm pretty sure Creative just have a big warehouse of faulty Zen's which they put all the faulty ones in when they get returned, and then they just pick up another one and send it out to you. I also find it ridiculous that there is no telephone support for everyone...which would solve alot of problems... I sent Customer Support an e-mail, so when should I hear back? My Zen doesn't charge properly, and for the past couple of days any time i turn it on it just freezes...Message Edited by Kid-Eternity on 2-0-200608:23 AM
Message Edited by Kid-Eternity on 2-0-200608:26 AM

The worst "Customer Service" I have ever had to deal with.

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