Total Lack of Customer Service - Ongoing Issues for 8 Weeks

Hi, I'm currently dealing with Comcast's legendarily awful customer support. I've tried a multitude of avenues, with the exception of this one, so in the hopes that maybe someone can help me here, this is what I've experienced in the past 8 weeks: June 1: Move into new townhouse. June 6: Attempt to setup Comcast internet and TV services through a 3rd party subscription company. $40/mo for Blast (50MB ) internet with a $75 VISA gift card, TV already provided through my HOA fees. Credit hard inquiry pulled for this subscription. Never got the $75 gift card. June 7: Attempt install of my own router/cable modem. Modem does not work. Spend several hours on the phone with various tech support and customer support employees. End result: no internet. June 8: Spend several hours on the phone with various tech support and customer support employees. End result: no internet. June 9: Spend several hours on the phone with various tech support and customer support employees. End result: 3rd party didn't actually create an account. Hard credit inquiry pulled (second one), $25/mo for 25MB internet and TV again included in HOA. Internet works, TV does not. June 10-16: Girlfriend (who is authorized on the account) attempts to pick-up cable boxes. Told that she cannot because she is not the account primary. After multiple phone calls to customer support, she finally is allowed to pick up the boxes. June 16-19: Attempt to install cable boxes, again with multiple customer service calls. Issue is traced to an incorrect rate code entered. Rate code correct, still doesn't fix cable boxes. End result: No TV June 20 to July 2: After multiple attempts to get cable boxes to communicate and failing, a tech visit was created. Tech visits house. My girlfriend was present for the appointment - I am an electrical engineer and did my best to explain to her what the issue is - there is a terminator at the external cable box preventing any signal from entering the house. She attempts to explain this to the tech, who dismisses her and says the issue is the satellite dish on the roof, which isn't even connected! July 18th: After trying to remove the terminator myself and failing, I call customer support and set up yet another tech visit. I am given a visit date of August 3rd (16 days later - completely insane), but promised that the agent will escalate the appointment and have someone call me back within "2 to 3 hours". I am still waiting on that particular callback. July 22nd: Spend multiple hours in online chat with 3 separate agents. My thought process was that by having everything in writing, maybe someone would actually do what they promised. I was promised bill credits for the unusable cable boxes and a callback within 24 hours to reschedule my appointment to an earlier date. Never got the correct amount credited, and I am again still waiting on that callback. July 27: Finally get aggravated enough to email the Executive Customer Care line. I am promised that I will hear from an agent within 24 hours. July 28: Get an email from the agent in broken English, addressing me as "Mrs." XXXXX (I am definitely not a "Mrs.") and claiming that he tried to call me earlier in the day (I had no missed calls or voicemails, and I was not on my phone at all that morning). I email him back immediately and he promises to follow up with me. I hear nothing for 4 hours, so I email the executive customer service team again. Instead of directly helping me, the inform me that they'll update my ticket and let my agent know. An hour later, I finally get a call from the agent informing me that although it is the end of his work day (which somehow ends at 3:45pm), he will try to get my appointment moved and he will definitely credit my account. He tells me that if I don't hear from someone from the local dispatch team that day, I would definitely hear from him first thing the next morning (the 29th). Shockingly, I don't hear anything from the local dispatch team that evening. July 29th: Don't receive a callback from either the local dispatch team or the agent helping me. I sent several emails to the main executive customer service line and am only told that my ticket would be updated and my agent informed. That does me absolutely no good, since my agent isn't helping me! My account still hasn't been credited, I have the same appointment date, and I still have 2 hard credit pulls on my credit score! My problem isn't overly complex or difficult to deal with. I don't want to be a thorn in Comcast's side, but I am being pushed in that direction because no one is assisting me, just passing the buck from rep to rep until I fall through the cracks. I am going to have to file complaints with the FCC, FTC, and BBB because of the appalling lack of customer service. I bill over $70/hr for my time at work, and I have wasted at least 50 hours during working hours dealing with this. I don't think it's unreasonable to want my issues resolved promptly when I've basically flushed $3500+ down the drain dealing with pure incompetence. If there is anyone who can actually help (and I don't mean telling me that someone will call back in the next 48 hours - because I've already fallen for that ruse a dozens times or so), please get in touch with me.

Hi wth1,
Sorry to hear about all the problems you had getting this resolved. I do see you were able to speak with someone yesterday who was able to assist you and come to a resolution. Please reach back out to us if you have any other issues.
Thank You

Similar Messages

Total Lack of Customer Service - New Phones Elsewhere

Fellow managers around my company have been following (and often TRYING to contact me) during my ongoing Droid Charge fiasco (constant re-booting, involuntary factory resets, lack of of customer service, etc.) and as result our company placed an order with the "big orange" wireless company for ten new Galaxy SIII's today.
It was MY decision for our previous round of employee phones to go with VZW and Droid Charge equipment . . . And it made ME look like a fool.

Fellow managers around my company have been following (and often TRYING to contact me) during my ongoing Droid Charge fiasco (constant re-booting, involuntary factory resets, lack of of customer service, etc.) and as result our company placed an order with the "big orange" wireless company for ten new Galaxy SIII's today.
It was MY decision for our previous round of employee phones to go with VZW and Droid Charge equipment . . . And it made ME look like a fool.

Moving Home / Lack of Customer Service / Cancellat...

I write to express my complete astonishment and disgust with the level of service BT has offered to me as a valued long standing customer.
I have been a customer of BT for approximately 4 years, taking out a phone line, unlimited broadband, BT vision and Sky Sports, amounting to a considerable charge of around £42.00 per month. I have used these products constantly during this period and have been very happy with the service.
In mid February 2012 I phoned to inform BT that I was moving home shortly and would like to switch all service to a new address. I was told that I needed to call back when my current line had been taken over by the new tenant, at which time I could then move my services.
On Thursday 1st March I rang BT to inform them that my line had been taken over by the new tenant and that I now wished to move my contract over. I was informed that I needed to take out a new contract which would then waive any connection charges. I was more than happy with this and asked to set up the new account. The lady at BT who I was speaking to informed me that after running a line check there was an issue with the new property in respect of the supply to it. I informed her that the previous tenant in the new property had a BT phone line with all BT sockets but had obviously cancelled it on moving out. She informed me she would run some more tests and ring me back the following day on the Friday 2nd March. BT did not contact me at any time on the Friday.
On Saturday 3rd March I rang BT back very disgruntled with the lack of service offered. I spoke to a gentleman who checked my account and system notes and stated he didn't know why I hadn't been contacted back. He informed me that I could take out a new account and waive the connection fees. He run a check on the line but informed me that it was coming back as a black line, and that he would need to book an engineer to come out to the property to check the connection. He was very helpful in his nature and suggested that I plugged a phone into the BT sockets and dialled 17070 to check for a line and number. He stated that as it was the weekend he couldn't book an engineer till Monday but he would personally phone me back by 12pm on Monday 5th March to check with me regards any current phone line and if necessary book the engineer.
At 1.00pm on Monday 5th March I had not received any phone call from BT. I can't say that I was surprised given BT's lack of customer service over the previous few days. I proceeded to phone BT again at my expense on my mobile phone to be greeted by a very helpful gentleman who again took me through the same details as previously had been stated. I informed him of my disappointment of BT's customer service, to which he apologised and tried to set up a new account for me. On attempting to set up all my services I was told that it kept failing on the BT system when it reached the broadband page. He suggested that I set up the phone line to instigate the new account and once live I could then upgrade my account to include broadband, BT vision and Sky Sports.
Although not happy with this I accepted the proposal to which he then attempted to book an engineer. He promptly informed me that the next engineer available would be on Monday 26th March 2012, a full 3 weeks delay!! He then informed me the broadband could then be initiated but with an additional lead time of a further 5-7 days. Thus bringing the whole episode up to a total of 4 weeks, not including the time already wasted by BT in the previous week.
I proceeded to inform the gentleman that this was an unacceptable amount of time coupled with the inconvenience and lack of service, and that I would now cancel my contract with BT.
After coming off the phone to BT, I proceeded to go onto the internet where within 10mins I had set up an account with Plusnet for broadband. I received a text message 2 hours later from Plusnet to inform me that my phone line was now live and gave details of my new phone number together with delivery details of my new home hub and an expected broadband start date within 3-5 days. Now that's quality service.
I have since received a final bill from BT stating cancellation charges of £61.13 to be paid by 22nd March 2012 and also a returns envelope to post back all the equipment.
Please can BT inform me whether this is an acceptable standard of service that a long standing customer expects?
Please can you inform me why BT have difficulty in moving my account to a new address when a new provider can initiate within hours?
How can BT charge me a cancellation fee when I have attempted to continue my service but BT could not offer the service within a reasonable time frame?
Under the Supply of Goods & Service Act 1982, please inform me if BT believe they have met the requirements of the legislation;
- That BT have carried out the service with reasonable care and skill
- That BT have carried out the work in reasonable time
- That BT ensure the work will be carried out at a reasonable cost
I am totally disgusted with BT and the level of service offered, the inconvenience caused, the wasted costs and time I have incurred trying to move my service and the overall unprofessional nature of your business.
I have sent a personal letter to Ian Livingston - CEO of BT - can't wait for the comical reply to that!!
Update 13th March 2012: Just received an obnoxious call from BT Customer Services stating the cancellation charges of £61.13 will stand as per an auto renewal contract which expires in August, even though BT cannot offer the service I require in a reasonable amount of time! Is it acceptable to wait 4 weeks for Broadband when I am an existing customer?? I think legislation, OFCOM & Ombudsman are firmly on my side! Great service BT!!

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.

Very disappointed with the lack of Customer service

I have been a verizon wireless customer for 15+ years, and have never been more disappointed. Does anyone else notice that it seems like you are dealing with 2 different companies - and they don't play well together? I 'chatted' oniline with a VZW rep - and was advised that if I upgraded my husband to a smartphone - our monthly bill would go down 6.00. I ordered the phone - she told me that I could either wait until I activate to change my plan - or call customer service to do so. I called. Quote #2 - totally different - going up 22.00. I advised we did not want to do that - our bill is already over 200 per month. Chatted the next day - quote #3 - up 30.00. The kicker was when we went to the store tonight. The gentleman basically said if we deal with online - don't bother them. Don't they both work for VZW? His customer service was a little more than lacking. I am considering switching to another carrier - even though I have 3 other phones that are under contract. I don't want to worry every time I need customer service - which one of them will help. Anyone suggest another carrier??

I totally agree -- HORRIBLE customer service experiences recently. What happened?
I have a been a VZW customer for years and have always appreciated the excellent service. Recently, I called to add my ipad to my shared data plan and waited 30 minutes with no resolution (see image below). After refusing to wait longer, I the agent offered to call me back with instructions after the change had been made. He did call back, which I appreciate, however 30 minutes to add additional services is unacceptable.
I've also tried reaching customer service several times this week for account questions and immediately receive the message "we are experiencing heavier than normal call volumes and wait times". After waiting 5-10 minutes each time I have given up.
VZW had better get their act together. If I wanted bad service I'd switch to Sprint and save at least 25% each month.

Lack of Customer service unacceptable

I went to my local Verizon store 2 weeks ago to discuss how I could lower my monthly bill - the manager advised me that changing the name on my account to my husbands name would lower the bill substantially because of state credit - we changed that day - I just received my new bill and it is higher than the original - I went back to Verizon to discuss and was told I must have misunderstood - even though I have a paper with the managers figures on it - and because I changed the name on the account I no longer qualify for a loyal customer discount - incredible lack of customer service and rude - I will now take my business elsewhere as it seems Verizon does not care about loyalty to good customers. I will also tell anyone who will listen to Never sign up with this company - Shame on you Verizon!

I was told that I could qualify for the 4 lines for $140 that is being offered at this time (even though I only have 3 phones 2 of which are iPhones) and with the discount for changing account to my husbands name (because he works for the state of NJ) the total monthly bill would be $113. I purposely went there to lower my bill and when I left that is what I thought happened. The manager even wrote out the different plan options on paper that I took with me I can scan this and send to you if needed - when I came back with my husband the manager passed me to an associate to give her experience - she had to keep asking questions and eventually needed to call into main office to make changes. I would have never agreed to make my bill higher and am desperate to get this straightened out. I did not even realize this happened until I received my current invoice for $209 - when I went back to the Verizon yesterday I spoke to someone (unfortunately I did not get her name) she stated there was nothing that could be done and maybe I just didn't understand what I did. Then she proceeded to go to another person and loudly state "Oh she's just mad because she didn't know what she is doing". She also told me that by changing the name on the account I no longer qualified for a loyal customer discount. Any help would be much appreciated and I am really hoping that I can continue my relationship with Verizon.
Thank you
>> Edited to comply with the Verizon Wireless Terms of Service <<
Edited by: Verizon Moderator

Ongoing Issues for 8 Weeks - Please Help!

Hi, I'm currently dealing with Comcast's legendarily awful customer support. I've tried a multitude of avenues, with the exception of this one, so in the hopes that maybe someone can help me here, this is what I've experienced in the past 8 weeks: June 1: Move into new townhouse. June 6: Attempt to setup Comcast internet and TV services through a 3rd party subscription company. $40/mo for Blast (50MB ) internet with a $75 VISA gift card, TV already provided through my HOA fees. Credit hard inquiry pulled for this subscription. Never got the $75 gift card. June 7: Attempt install of my own router/cable modem. Modem does not work. Spend several hours on the phone with various tech support and customer support employees. End result: no internet. June 8: Spend several hours on the phone with various tech support and customer support employees. End result: no internet. June 9: Spend several hours on the phone with various tech support and customer support employees. End result: 3rd party didn't actually create an account. Hard credit inquiry pulled (second one), $25/mo for 25MB internet and TV again included in HOA. Internet works, TV does not. June 10-16: Girlfriend (who is authorized on the account) attempts to pick-up cable boxes. Told that she cannot because she is not the account primary. After multiple phone calls to customer support, she finally is allowed to pick up the boxes. June 16-19: Attempt to install cable boxes, again with multiple customer service calls. Issue is traced to an incorrect rate code entered. Rate code correct, still doesn't fix cable boxes. End result: No TV June 20 to July 2: After multiple attempts to get cable boxes to communicate and failing, a tech visit was created. Tech visits house. My girlfriend was present for the appointment - I am an electrical engineer and did my best to explain to her what the issue is - there is a terminator at the external cable box preventing any signal from entering the house. She attempts to explain this to the tech, who dismisses her and says the issue is the satellite dish on the roof, which isn't even connected! July 18th: After trying to remove the terminator myself and failing, I call customer support and set up yet another tech visit. I am given a visit date of August 3rd (16 days later - completely insane), but promised that the agent will escalate the appointment and have someone call me back within "2 to 3 hours". I am still waiting on that particular callback. July 22nd: Spend multiple hours in online chat with 3 separate agents. My thought process was that by having everything in writing, maybe someone would actually do what they promised. I was promised bill credits for the unusable cable boxes and a callback within 24 hours to reschedule my appointment to an earlier date. Never got the correct amount credited, and I am again still waiting on that callback. July 27: Finally get aggravated enough to email the Executive Customer Care line. I am promised that I will hear from an agent within 24 hours. July 28: Get an email from the agent in broken English, addressing me as "Mrs." XXXXX (I am definitely not a "Mrs.") and claiming that he tried to call me earlier in the day (I had no missed calls or voicemails, and I was not on my phone at all that morning). I email him back immediately and he promises to follow up with me. I hear nothing for 4 hours, so I email the executive customer service team again. Instead of directly helping me, the inform me that they'll update my ticket and let my agent know. An hour later, I finally get a call from the agent informing me that although it is the end of his work day (which somehow ends at 3:45pm), he will try to get my appointment moved and he will definitely credit my account. He tells me that if I don't hear from someone from the local dispatch team that day, I would definitely hear from him first thing the next morning (the 29th). Shockingly, I don't hear anything from the local dispatch team that evening. July 29th: Don't receive a callback from either the local dispatch team or the agent helping me. I sent several emails to the main executive customer service line and am only told that my ticket would be updated and my agent informed. That does me absolutely no good, since my agent isn't helping me! My account still hasn't been credited, I have the same appointment date, and I still have 2 hard credit pulls on my credit score! My problem isn't overly complex or difficult to deal with. I don't want to be a thorn in Comcast's side, but I am being pushed in that direction because no one is assisting me, just passing the buck from rep to rep until I fall through the cracks. I am going to have to file complaints with the FCC, FTC, and BBB because of the appalling lack of customer service. I bill over $70/hr for my time at work, and I have wasted at least 50 hours during working hours dealing with this. I don't think it's unreasonable to want my issues resolved promptly when I've basically flushed $3500+ down the drain dealing with pure incompetence. If there is anyone who can actually help (and I don't mean telling me that someone will call back in the next 48 hours - because I've already fallen for that ruse a dozens times or so), please get in touch with me.

Hi wth1,
Sorry to hear about all the problems you had getting this resolved. I do see you were able to speak with someone yesterday who was able to assist you and come to a resolution. Please reach back out to us if you have any other issues.
Thank You

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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I am trying to understand the licensing procedures for using tabKiller for 3.5.7 firefox. Who should I contact for this? I do not see any customer service phone number for Firefox

I am trying to understand the licensing procedures for using tabKiller for 3.5.7 firefox. Who should I contact for this? I do not have the customer service phone number for Firefox

Tab Killer is not created by Mozilla, it is created by a private individual who has made it available at no cost for other people to use.

ITunes 11 freezing while transfering music, and can't eject it, so I need to disconnect the cable, then iTunes works just fine and my iPod Shuffle is in restoring mode. I've been having this issue for weeks, and never had it before with iTunes 10.

iTunes 11 freezes and can't eject my iPod, so I need to disconnect the cable, then iTunes works just fine and my iPod Shuffle is in restoring mode. I've been having this issue for weeks, and never had it before with iTunes 10. Please tell me at least a way to eject it without losing all my data and being forced to format/restore the iPod. I've got 2GB iPod Shuffle 2nd generation(:D)

As a test, shut down (power off) your computer and disconnect all USB devices including hub (except for standard keyboard and mouse if normally used). If your computer is a laptop, connect its power adapter (so that it's not running on battery power). Do this to reset the shuffle
http://support.apple.com/kb/HT1655
Start up the computer, run iTunes, and connect the shuffle to a direct USB port on the computer. Does this problem recur when the shuffle is the only USB device?
If it does (as another test), select the shuffle in iTunes, so that its Settings screen is showing. Check the box for Enable disk use, and Apply. Does that make any difference regarding this problem?

Lack of customer service etiquette for faulty product

I acquired an Apple MacBook Pro i15 inchi n early 2012 and it performed beautifully until Apple released their latest OS named Mavericks. Upon being advised of Mavericks userbility,I decided to upgrade my OS via Apple's Itunes Store. Suddenly,my machine would not boot up and cuts off during operation. I immediately went to the Apple store,located in NYC Fifth Avenue, only to be informed there would be a surcharge of $310 to repair an hardware issue caused by Apple's software upgrade. Subsequently,an Apple employee followed up with a price compromise of half the original amout stated. My response to Apple is my back up PC which is eight years old has been repaired complimentary free of cost by Sony in the past two (2) years for a faulty battery.
Mark my words Apple,I currently own a $2,000 Apple paperweight and I will never acquire,advise or initiate a friend,foe,associate or colleague to purchase any of your products.
Good luck trying to compete against Amazon's Kindle,Dell's Alienware and last but not least your outsourcing competitor,namely Samsung.(Hint:Their customer service retains their customers) The art of good business is bringing people together.

If you are interested in possibly resolving your problem, please let us know. If it is not a hardware issue we may be able to assist you. You may want to start with this:
https://discussions.apple.com/docs/DOC-6162

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.

Lack of Customer Service for Despicable Me hat

2/2/2015. Yesterday (Sunday) was the first day of advertisement of the Despicable Me 2 Blue Ray DVD ($12.99) with $1.99 minion hat. I called the Roseville, CA store and they said they had the hat in stock. 20 minutes later, I was at the store -- no hat (sold out about a week ago). They called the Citrus Heights, CA store who reserved a hat for me at customer service. Guess what, my husband went to pick up the products today and NO HAT. So, I'm mad, mad, mad. Best Buy has no customer service and I am so frustrated that I signed up for the blog forum just to vent and (hopefully) get a hat somehow.

Hello madminion-
I’m not sure if you saw the commercial featuring the new Minions movie, but they obviously are popular and I can understand why you would want that hat after seeing it! I’m sorry to hear that both the Roseville and Citrus Heights stores were sold out of it.
I’ve checked the stores around your area and unfortunately, it appears that they are sold out of these hats and with them being limited edition, I’m not sure if they will get them back in stock. However, we do still have the offer available through BestBuy.com currently here, so if you have not already bought your movie, you should be able to place an order for the movie and the hat while the promotion is running
I hope that this helps!
Bill|Senior Social Media Specialist | Best Buy® Corporate
Private Message

Complaints Lack of Customer Service and No respons...

Hi there
I have had very similar experiences. Misold BT Business Line with Braodband speeds. Engineer called and connected to an old second line at the property which would only give me 2 MB.
Complained - Nothing Happened
BT engineer said that my home line was " pants" as Chesterfield Broadband non existentr suggested I move my Braodband to Sky as they have better speeds and dont drop the connection!!!! I moved my home line to SJKY and guess what he was right!!!!!
Complained again about my Business Line - losing customers - no response
Complained via Twitter - no response only more promises of help.
BT deceided to increase my bill for no reason no letter no notoification April 2013 queried bills back to October 2012 - queriied this with Billing Accounts - they said sorry charges put on account in errror. Told Billing they were now in default of contract they cancelled the line said I would receive a refund of the incorrect charges.
Credit bill received which I assumed was the final bill so cancelled my Direct Debit and then ongoing bills still arriving
Calls amde to to BT Billing usually answered by Asia or Thailand had no idea of what i was saying most of the time number of calls in excess of 20 All calls State that account was closed in April and that bills incorrect.
Called again recently and spoke to Billing they promised to help but said that there were no notes of calls and contacts on system. E mail received from Karen Bernadino as I insisted that she acknowledge my call -E mail promising to help. no futher mail or phone call despite further e mail chase up requests.
Today - BT Chat - waited 20 minutes today no luck - called BT poptions team suggested I complain at www.bt.com/business complaints - doesnt exist.
At wits end now will write to Chairmain and Onbudsman - BT have a non existent Customer Service that costs us millions?
Looks as though whatever you do the only way you can get a complaint sorted through BT is to go on this forum to shame them in full view of the general public.
Please can someone help I am not paying Bt any further money as they jhave been in default of my contract since the Account was opened and further since October 2012 when they decided to increase the charges on my account for no reason. No other organisation would get away with this invisibility and total lack of accountability.

I'm in the same boat have an outstanding complaint with BT , reported it 7 days ago. Still nothing from BT.
Even if you do get a reply fromt he customer service team, you can ask agin and you will get something different they have no idea whats happening in the company.
It has to be said I now reckon BT are the worst company for customer service, they make Santander look brilliant. Never have I encountered such poor customer service from a company that I have from BT. Just look at the forums they are full of people complaining about the service they dont get.
Good luck in writing to the chairman, I did that too after a couple of days and got an automated reply back, still nothing official from BT.
They are totally rubbish.

GT784WNV not working in Bridge Mode! Fed up with lack of Customer Service

I don't even know where to start but I am this close to just cancelling Verizon and switching to cable internet. If you want to skip the rant, jump down a paragraph.
I recently moved from a house a few miles away in which I had a solid DSL connection with a Westell 7500 in routed bridge mode that worked just fine with my Asus RT-N56U that I use for browsing, streaming, and online gaming. When I moved, the technician insisted I take the newer Actiontec GT784WNV. Needless to say, Verizon support was unsuccessful in getting it set up in bridge mode. After about 4 hours of unsuccessful troubleshooting, I suggested swapping it back out with my 7500 which worked fine just 4 days prior in my old house. Surprise! It miraculously started working just as it had previously. As I began to use it more, I noticed the connection was unstable. I would get dropped from Xbox Live and lose connection temporarily on my iPad. I ran the Verizon speed test and it would drop to about 0 and spike back up 3 or 4 times during the download test (don't think this is normal but could be). Every day I would talk to Verizon who escalated it to a supervisor about 4 times. They would then close the ticket without calling me. When i would follow up, I was told the supervisor talked to me and I verified the connection was good. Lying makes me livid and there is no accountability whatsoever at Verizon and it happened more than once. It appears to be a way for them to pass the problem on to someone else. I can go on and on about being put on hold for 40 minutes before disconnected, the 20+ hours I have spent re-telling my account info and story to every Tier 1 technician on their payroll for the past week, or the lack of competent customer service supervisors. This weekend, I finally got a call from someone local who said my line had some faults on it and that the problem was somewhere between my jack and the central office and they would send someone out today. Well....today the tech showed up and said "your problem is this old modem" and plugged in the Actiontec that I started with a week ago. I asked if he tested my line or the jack as the lady on the phone told me, and he said no. The problem is the modem. I said, I don't want a modem/router, I just want a regular modem and he said he had one, but it would cost me. How on earth is a plain modem going to cost me when they just installed an 802.11n router/modem combo for free? Absolutely terrible. I told him I want it in bridge mode because I don't want to use the wireless or the routing capabilities of the Actiontec. He said I have to do that and people normally just call Best Buy to have the Geek Squad come out. This really **bleep** me off as I used to run a network shop and configure Cisco routers and switches for a living. Once again, I have spent the past 6 hours tonight on the phone with Verizon only to end up back where I started.
At this point, I need to make this Actiontec GT784WNV a dummy (bridge) and let my Asus Rt-N56U do the work on my network. My Asus has all the port forwarding in place that I need for Xbox Live, etc. I have tried releasing the IP, changing the modem to RFC 1483 Transparent Bridging, disabling DHCP, changing the LAN IP to 192.168.99.1, etc. and it just will NOT get an internet connection. My router is configured correctly, unless there is something different between the Westell and the Actiontec that would require a setting change. Verizon is stumped, Asus hasn't called me back yet, and I am ready to just switch to Cable unless someone can help with a solution. I've been at this for a week. I have spent WAYY too much time fighting with a company that has no desire to deliver or to follow through and with absolutely zero accountability or business sense. Westell 7500 + Asus RT-N56U in old house worked fine. Move houses, change modem, doesn't work, switch back to old modem, works but unstable, tech claims old modem is my problem, plugs in new modem, doesn't work. I just want to use my router. How hard can that be? Can anyone please help?

Unfortunately that didn't work. I ended up putting my router in the DMZ as a workaround but it still had it's share of issues. After another week of trying to get Verizon to fix my connection (constant dropped connections forcing reboots of modem and router multiple times daily) I had Cable Internet installed today. Went from an unstable 6Mb/s to a stable 30Mb/s with Cable. I should have done this weeks ago. I wasted over 50 hours of my time with Verizon bouncing my issue around to others hoping someone else would be willing to fix it. Still no accountability with everyone tinkering with my setup taking a stab in the dark. The last person I spoke with set up a technician to come to my house later this week...AGAIN because he said there is something wrong on the line. I've known that for weeks but the tech that refused to fix my issue when he was in my house last week instead tried blaming it on something completely irrelevant because he had no clue what to do. One would think someone from Verizon would have reached out to me from this thread but they did not. In fact, the last tech's supervisor called me when i wasn't home, said "hello, this is XXX from Verizon......hello?" and hung up. Never a follow up as I was left once again to solve the problem myself. Well...I did. The incompetence of Verizon, it's poor training, and awful follow up procedures has cost them a customer. I am truly disappointed.

BT Group lack of customer service

I sent the enclosed letter to the chief executive of BT after my recent experience of a fault. I believe that the customer service was appalling, but guess what has happened? the letter was passed to a complaints department and I received a phone call at 2 minutes to eleven on Remembrance Day (!) and when the person called back at my suggestion half an hour later, we had one of those bitterly frustrating conversations where the apology was "I am sorry you feel like that" What I wanted to learn is that somewhere in the system someone is accountable for lash ups like this. is the BT Group so large, so institutionionalised that the individual customer has no genuine come back? Trouble is that there is no alternative to overhead phone lines so BT just sit there in a monopoly position. "Dear Mr. Livingston, I read the Andrew Davidson interview in the Sunday Times (6th November 2011) with growing disbelief. Has the BT Group really no idea how individual customers feel. For an individual customer coming up against the mighty BT Group, there is absolutely no chance whatsoever of customer satisfaction. Take my case: I reported a fault on my telephone line on 31st October and Open Reach are repairing it as I write, eight days later. When I originally reported the fault, I also said that my wife was undergoing chemotherapy and needed to be in daily contact with her chemo nurse and oncologist. I was told we could not be treated as an emergency (the term used was welfare case) because we could divert calls to my mobile. This was irrespective of the fact that I take my mobile with me when I am out on business; consequently, there is no phone at home. On 31st October I received a text saying that the fault would be fixed by 3rd November at 1700. It was not. I was subsequently told by the BT call centre that it was an automatic text that gave a three-day window for the repair, apparently to conform to a BT customer guarantee. On subsequent calls to BT, presumably the same call centre, I was informed: Open Reach were already working on it. It was a difficult repair and would take some time It was an underground repair and therefore was difficult It had nothing to do with BT, as Open Reach was a separate company It was a fault affecting the whole district and would take some time. None of these had any truth whatsoever; as we knew that the 11 houses in our village had working phones and that the fault was in a junction box up a telegraph pole adjoining our house. On 4th November, my wife had an adverse reaction to one of the drugs she was taking but could not do anything about it as I was out of the house with my mobile phone. She was later taken by ambulance to Exeter hospital A&E An Open Reach engineer came on Saturday morning and took 5 minutes to do a temporary fix to get us through until today. When I asked him why it could not have been done on 31st October or 1st November? He said that “he was just the engineer” and that that BT was a separate company and none of their excuses had any truth. I think that what is most frustrating is that we were brazenly lied to, and we have no redress, save making the treatment we have received public. It appears that there is nobody that is accountable, nobody to take responsibility. We cannot ‘vote with our feet’ and change supplier because BT is in a monopoly position with regard to the provision of the hardware certainly in country areas like mine. Finally, it is galling that I pay line rental and option 1 tariff in advance for such an appalling service and will no doubt have to fight with every sinew to get compensation. I wait with interest to see how the buck is passed on this one, and whether you even receive this letter or it is directed back to customer services where I started originally. Yours Faithfully,"

Good Morning Frankeul,
Sad to say, there is nothing new under the sun.
I reported my phone as totally dead on 1st November. Nothing happened.
On 8th November, I checked the status on the web page and saw it had been resolved that very day and closed. Needless to say, nothing had been resolved. I called the 151 number and had to suffer a recording of 5 minutes, telling me how to check if my phone really was defective. Particularly galling as I gained my first City & Guilds qualification in "Telecommunications, Radio & Line" in 1966.
Returning the the web site, I discovered a new fault ticket had been opened within the past few minutes. Not by me, it hadn't!
The following day, I managed to contcat a human being on the 151 number and had to listen to a poor bloke who had obviously been told "Tell him this or tell him that". (I actually felt sorry for this man).
He told me the fault was somewhere outside my premises. I knew that.
He then told me the engineer was unable to fix the fault. In that case, I said, he must know where the fault lies; where is it?
He said it may be in the junction box outside my house. Well, in order to confirm that, they would need to come to the house and check the junction box and nobody has been near my house.
Aah, said he, they were unable to contact you. Unable to contact me? How did they try to contact me?
"On your land line"! Do you mean the land line that I have reported as defective?
"Yes!"
Gold medals for stupidity!
He then told me the fault would be fixed by 14th November. And how does that square with the line "We aim to fix it within 3 working days"? More to the point, why was the original fault report closed.
He said this was done automatically after 72 hours. "Stop telling me lies! It was closed 7 days after being reported, not 72 hours. And I know why. Someone had spotted an fault report that had been open too long. "Close it and open a new one, thus restarting the 3 working days clock".
This person's supervisor rang me back shortly after my call and was apologetic and confirmed the fault is outstanding since 1st November and should be fixed as a matter of priority.
That was on Novemeber 9th. Today, the 12th, I noticed the web page shows that BT "Aim to fix it" by 14th November.
This should come as no surprise to me though. When I moved into this house in 1995, I applied for BT service and it didn't work. An engineer came out and told me it was due to faulty wiring in the road. This was a brand new house on a brand new estate. The wiring had been installed only a matter of weeks earlier. Quality control? They couldn't even say it, let alone practise it!
In 2005 or 2006, BT's latest version of internet services was being rolled out across the UK and my area was one of the first to get it. I applied for a broadband service (about 64K, if I remember rightly). The equipment arrived and the bill was debited with the cost and it didn't work. More than one or two telephone calls to a call centre did nothing to help my mood nor to get the issue fixed. Eventually, an engineer came to the house and said the problem was down to faulty wiring. To be fair to him, he was most diligent and even reported back to me that the problem was caused by a well known faulty trunk between the cabinet at the top of my road and the exchange. He tried to find an alternative working pair but was unsucessful. After writing to the chairman of BT, I was contacted by an excellent customer care person who not only apologised but arranged for me to be paid compensation. And I never did get the broadband service.
Having seen this faulty cable being recently replaced by fibre, I thought I would have another try. The online speed test said I could have up to 32Mbs. Good! I then tried to order and kept getting an error message. This was when I discovered the issue I currently have.
Since reporting the fault, I have used the Contact Us pages and emailed BT 4 times. No response!
What really galls me, beyond the appalling treatment of BT's customers is that, many years ago, I was an engineer in a GPO telephone exchange. When a customer called 151 to report a fault, we would be contacted in the exchange and asked to carry out tests there and then, while the customer was talking to 151. We would determine if the fault was in the exchange or outside. If outside, the appropriate technician would be notified and a visit would be arranged and the fault fixed in quick time. If the fault was within the exchange, we would fix it virtually immediately.
Also, in my past career, I was responsible for a team of engineers who were providing engineering support to BT as one of our customers. Despite the fact we were rolling out a brand new technology at the time (Tetra radio systems), BT were very hard task masters and demanded immediate responses to any faults that cropped up and I was summoned to meet with them at Rugby on more than one occasion to explain matters to them.
It is a pity BT couldn't have learned some lessons from the manner in which we treated them as customers or maybe from the way GPO Telephones used to handle problems.
Needless to say, I shall be writing once again to BT and I shall resurrect my previous issues with BT on my own web pages for the world to read.

Total Lack of Customer Service - Ongoing Issues for 8 Weeks

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