Treating the customer in a very wrong manner

Hi
For the past 45 minutes, i have been trying to figure out how to send an email to Verizon detailing about my complaints but to no avail. The email link in the Contact US section leads to nowhere. It asks for a Pin Code and that's it, it doesnt provides one with an email ID to send an email to. And thus at last after going through the entire website, i found only this forum to vent out so many unfortunate incidents that have happened since i took the account.
On 15th Nov, i took the Triple Bundle Plan (no contract) and was provided with an option of either opting for a Multi-room DVR or a $300 Visa Gift Card. I opted for the latter. I got a mail few days later with the entire order details and it mentioned about the 300$ Visa Card. In few days from then, i further received a postcard from Verizon detailing upon my User ID and password and provided with the link where i can go and login and check the reward status. Everything was going fine, untill y'day the 75th day of the service, the rewards website updated a status which read that I am being removed from here as I am no more eligible for this reward.
A little background here is that in the first week of Dec, i called up Verizon to check if i can get an Extreme HD instead of Prime HD. The executive told me that its possible (with no change to my existing terms and conditions) and she moved me to Extreme HD but i have no clue why she moved me to Double Play when all i asked for was whether Extreme is possible or not. I got to know of this and called Verizon to get me back on my original plan. I had to call up incessantly for days to get this fixed (it wasnt my fault at all if that lady moved me to Double Play without my consent). Thus after many days of continuous followup, i was moved back to my original plan (as was told but...).
Now, yday when i checked the reward status where it said am no more eligible, i called up Promotions dept to which they provided me with a shocker of a reply. They said that since mine is a month to month service, i can in no matter get the 300$ card as that is only for 2 yr contract holders. (I later on spoke to a customer rep and he said there is no such limitation as mine was fiber ready and so the 300$ visa with no contract was possible). So not sure why the promotions deptt fooled me there.
Customer Rep to whom i spoke with later on, initially was hell rude when he straightaway said he cant do anything about it now, the 300$ visa card is gone now). I felt extremely terrible at this moment of having opted for Verizon. Later on after enough pestering he told me that he will raise a request to investigate on the matter but said that its highly unlikely anything positive will happen now.
The only condition for not getting the 300$ card was that if after 60 0r 90 days of service, if any payment is due, the reward will not be provided. To this, i have always paid my bill weeks in advance as this time too.
Now i have a simple request here. I was promised a 300$ Visa card in the beginning on a Triple Play and now when the time came to actually provide the customer with one, Verizon has tried to dupe me of something which i am rightfully the beneficiary. Request you to escalate this issue and get it resolved ASAP. I need my promised money back, as simple as that.
Kindly help.
Yours truly.

I'm sorry you are having difficulty. An agent with access to your account will reach out to you directly by email, private message in the Forums and/or the billing telephone number on your Verizon account for more information or to help you resolve your issue.

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How to complain to the NI headquarter if a NI Subsidiary sold a wrong product to the customer

As I have posted in another thread: part number of 68M-50F
NI China refused to replace the wrong product with the correct one, despite this wrong product was comfirmed by their sales guy in the first place.
Does anyone know how to complain this situation to their headquarter? I feel very disappointed with NI China, both of their knowledge and attitudes.
Or what is the normal response from NI in this case?

I want to know how to complain to the NI headquarter after you have sent 6 or more e-mails and 2 long distance phone calls to a NI Subsidiary and the staff showing no respect, not writing back a single e-mail with the PRICE of the product!!! (We´ll be sending it, in 24 hours. Hold on.) The deadline of our project is today, practically over, and we have to accept as inevitable to buy a DAQ board from a different brand. I think its a complete lack of respect and it's against recent global marketing procedures. We have being buying (and being the responsible for this decision) NI products for almost 12 years! Shame.

Why was I lied to by in store reps and treated as if I did something wrong when trying to get a faulty phone less then 6 month old replaced?

I am writing to say I experienced the worse customer service ever from one of your stores!!! Not just the reps but both the day and night manager both were very rude to me, I am not going to saying I was a happy camper in talking to them but you are more then welcome to pull up the recodings and see that I was not being out of bounds with them....expecially after waiting over an hour to be seen in person then being lied to and calling back mad then next day! I have a Note 3 I purchased about 4-6 months ago that the screen went dead on. The phone still turns on and makes noies and recieves messages but will not light the screen up. I took it in the the Murrieta store last night about 830pm, after reading online that you can bring it back to any verizon wireless store for refurbished replacement. Well after checking in and witing till about 930pm (30 mins after closing) I was seen and given the 3rd degree about how I broke the phone. The representitive went thru the phone for 20 mins and continue to throw out ideas of how I broke it and hows it possible I could break it and again would ask if I broke it. After the 5th time stating I did not break it he look up my phone number and pulled my account (a while later we started) and stated he could get me a replacement by Tuesday of the following week, well that was a Thursday night and I was going out of town that friday so I explined that does not work and I need a phone ASAP. He then explianed I could pay for overnight delivery, I refused to pay for any charges as it was not my fault the phone was broken, He stated a manager could possibly waive the charge. I asked to speak to the manager, he coninued trying to help me for another 5 mins to which I eventually said can I just speak to the manager. He went and asked the manager to come over who was already dealing with another irrate customer. After waiting another 5-10 mins the manager came over and rudley asked how can I help you. I explained where we were in our transaction and that I was very unhappy. She rudley informed me that all they can do is ship the replacment and if I wanted they would ship to a venture store (my weekend destiation) and I could go piock it up from there and that it. I informed her that the rep has already offered overnight to my house by 1030am but I needed her to pay for the charges. She said fine she would and was very short and rude about it. At this point I was ****** and told her I felt she was being very rude and short to me and I understand she just dealt with an irrate client but I had been waiting well over an hour at this point for something turns out I could have done over the phone or should have as your stores dont offer in store replacement (I was told that a policy and they have no idea why the website would say come to the store but its wrong). I also informed her that it was a product I bought from your company that was giving me trouble due to it being faulty and its an inconvenence to me THE CUSTOMER....not the other way around. She said she was doing all she could do and could do no more.....NEVER once in the conversation did the manager offer her apologizes for my troubles, even after I stated she was being rude and I was very unhappy with her level of customer service in this problem with a warrantied item. I excepted the 1030am next day delivery and left. Well I was unhappy but left anyways and now its 1130am I go to check status of package and it says monday by 530pm delivery?????? So I called the store informed the day manager on duty (David <<Last name removed>>) I was lied to about a needed delivery of replacement and explained that I am very unhappy. Well turns out he had the staff listening on speakerphone as he informs me the staff remembers it differently and the manager on duty last night went above and beyond her duty by paying for my shipping and helping me. Then went on to say my screen was cracked via the notes shown which was never shown to me and they did not even have to help me as I did not have insurance. I explained the rep the night before spent 30 mins trying to find how I broke the phone and why I could have broke it to which he found nothing with the phone but apparently still put in the notes he found a pressure crack. I asked the manager if its the policy to just assume the thing is broken by the client to which he said YES, we have an extensive history with these devices and we are usually right in out ASSUMPTIONS! I informed him I was very unhappy and he was not a part of the conversation last night and to tell me his rude night manager went above and beyond was siding with his employees far beforing doing any research into the matter having only heard what his employees were talking about as I was explaining. He did not seem to care and explained that your policy are very strict and your employees must adhere to them to, guess this includes lieing to customers to get them out of the store. At this point I got his info as I seen the level of his customer support and service and hung up. This really makes me question the 15 year relationship I have had with Verizon Wireless!!! I now am leaving my family alone for the weekend and I have no form of communication as I will be on a boat off the coast of Ventura for 3 days......and I am left to think my best hope is to have a phone monday evening that I will mostly be charged full price for as the rep stated the phone he is replacing is broken........am I correct in this assumption.......Verizon Wireless Admin Verizon Wireless Customer Support
Message was edited by: Verizon Moderator

Sorry, I don't believe you when you say you don't work for the VZW.
Believe me or don't. That's simply up to you.
You are trying to explain to me that they could have just kick me out after
hours (even though I was there atleast 30 mins before closing, was checked
in and asked to wait)
No business is obligated to assist you after hours.
and that my phone probably is broken (even though the
rep could find nothing wrong and could show me nothing wrong still noted in
the notes it was broken)....sure sounds like a vzw rep to me.
I sure hope that, for your sake, that the phone is not broken.
You are assuming I was told of charges.....
At some point you were told of the charges because you mentioned them in your original post.
you also assume I was irrate and
demanding from the start....
In my 20 years of retail experience and dealing with customers I don't assume that you were irate. I am confident of that. I could tell from your original post that you were not an easy customer to deal with.
the website clearly states come to store for a
refurbished phone if your phone has a warranty issue which is what I did.
Can you post a link to this information on the website?
I will give you that you are very articulate in your answer (Thank you) but completely
unhelpful and ignore the fact that I was told something which now you make
me believe even more was done intentionally.
What does this even mean?
You say nothing can be
overnighted after 5pm....then why was made that promise?
FedEx has certain times that they can abide by for overnight shipping.
To get me to go
away?
Yes because it was 30 minutes after the store closed and they wanted you out of there.
There is policy and I understand that but there is also a thing
called customer service and thats what not what I received.
You obviously don't understand that there is policy or you would not have treated the employees the way that you admittedly did in your original post.
You get what you give. You will always attract more flies with honey than with vinegar.

I am a customer Verizon customer of over ten years...I am notgettingany assistance from the customer service department. Since September I am being charged for a Samsung phone that I returned based on the process that verizon has set.return the defective

turn my phone to send Verizon wireless and those instead of the stuff found. I'm not in charge $600 for the for the phone. I'll talk to multiple customer service reps and nothing has really been done about anything other then we'll keep looking or so for stretching it out. since September I've been dealing with thison a month-to-month basis they cut my services they reinstate me and tell me that they're going to knock off the reconnection charge as I have four lines. Unfortunately my main reason for this phone is my work emails which I need to do because I do work and to contact my mother who is 85 years old and I'm the sole caregiver. I don't know what else to do. I have spoken to a supervisor by the name of William or Will oats in that he said he was going to look into it and was going to help me out. Never heard from him again- just original email to quiet me down. I've been sending him emails just about every day trying to make sure that I get my message across. Seems like Verizon Wireless really doesn't care about the long-term customers. Looking forward to hearing from someone that can help me with my plight.process is faulty for returns. You don't accept them in the stores because as one customer service rep stated you can't get your own employees to send the devices back. Now the responsibilities is on the customer the paying customer the one that keeps you alive. And it's not fair that I there's no way I can prove that I put it in the mailbox. So what are my next stepswhat is it that I need to do to clear up this charge of $600. It's about economy as $600 to me at this very point it's a lot of money. I've been your customer for 10 years I've got four lines I've given will my mothers telephone number home number..number but now she's got to sit by the phone to make sure that she picks up all the calls. And nobody can hear what I have to sayand nobody has been able throughout all these months and check your notes check your notes to see how many times I've called how many time you cut my services how many times you reinstated me and how many times that I spent an hour and a half to two hours on the phone going through this process. I think the stress level is to know thqt I did exactly what you asked...I am now paying the price for your faulty process I'm all I'm asking is review my account tell me what I did wrong I follow your procedure so I don't understand....to top it off...my wife hasa per diem job...and she too is affected by loosing out on work leads...
as you can see, the cel is no longer a commodity. It's a way of life.
PLease se call me at -----just remembered....I don't have a service line.

I have a similar problem with my fathers service, it wasns't $600 but what is rightfully your money, you deserve it back, I wrote this complaint on the Consumer Affairs website:
In August 2014, my son went to Target to get a new cell phone and was told his Unlimited Data would still be on his plan (he shared a line on his grandfathers account). Well it turned out that Target messed it up and my son immediately called Verizon to get it taken care of but they were not able to do anything about the lost unlimited data but the customer service rep did try to find the best offer for him. In the mean time Verizon was suppose to send him a new cell phone, they never sent it and he was without a phone so he took his business to another cell provider. Verizon DID charge him for the new service that they had spoke about. So when the new bill (Sept) came, the service he never used was on the bill and when we called to inquire about it we spoke to a Judy and told us we would be receiving a credit of the amount that was paid. Well, we got the next months bill (Oct) and still no credit, so called them again and spoke to a Nadine ** . She looked into the account and saw the amount that was paid and said she would submit it again for a credit and she would get back to me in 2 days, no call back.
The next bill (Nov) came and no credit again, call again but didn't get the girls name and she put me on hold to look over the previous conversations. She said she sees in the records about the credit and said it takes a while to get it thru the supervisor authorization and she would put it in as a "rush priority". On Dec. 5th my dad's cell was turned off, so I call yet again to Verizon, and explain the whole story to them again. This girl explained to me that the request was not put in correctly and that she would submit it right this time, they even turned the cell back on for him.
So here we are today, Dec. 30, 2014, I get the bill...NO CREDIT, call up and get a gentleman in billing, explain this whole thing again and he transferred me over to customer service where I spoke to a Jordan and yet again told him the story. By this time I was fuming, 3 almost 4 months of calling for this credit and he looks into the account and tells me there is nothing that states there is a credit so all the other customer service reps see it but now it is gone. He said he can only issue me a $25 credit to the bill, not even close to what the bill was that I paid. At this point I wanted to speak to a Supervisor and even that was a problem.
He did call me back after my phone died. He put me on hold again to speak to a supervisor himself and said that he can only offer me $100 credit for all my troubles for the past few months. I took the $100 credit because Jordan said if I spoke to the supervisor, the $100 credit might not be an offer anymore so it was either take it or leave it. Now where I stand, they get away with NOT giving the credit due to customers. I am done with Verizon.
today being March 12, 2015, he FINALLY got the said $100 credit...but because of their delay, he service was shut off and I refuse to pay the reconnection fee due to their neglect of a customer of over ten years. My father's service will NO longer be with a place that has NO VALUE in customer service....Verizon robs their customers anyway they can.

I was given one price by the customer service rep, asked to speak to a supervisor, and they were all in a meeting, at 6 pm at night, how do you speak with somebody with knowledge at VerizonWireless?

I have been a customer with VerizonWireless for over 10 years. I called two months ago because they had a new rate plan, in reading information on the website, it appeared they were going to switch everyone to the new program. I called (mainly because my bill was nuts) and the rep told me the new plan she was switching me to was $180 per month. The first bill came and it was $280, which they explained away as I was switching plans. The next month it was $255 (which was $25 more than I was paying), when I called the rep - was very quiet. I explained what I was told and she seemed confused. When I asked to speak to a supervisor, she stated they were all in a meeting and one would return my call within 24 hours. IT HAS NOW BEEN 36 HOURS AND I CAN GUARANTEE I WILL NOT HEAR FROM VERIZONWIRELESS MANAGEMENT UNTIL I CALL THEM AGAIN.
This is truly wonderful customer service!!!! Does anyone know how to reach somebody at VerizonWireless, that can explain why I was told one thing and then received something else. My thought is if they treat a 10 year customer this way, how are they treating the new customers.

Ohvandijk1,
Hearing of your experience is very concerning to me and I want to help find the answers you're looking for. I would like to review the bills you're referring to. I've requested to follow you. Please accept, follow me back, and then use these steps http://vz.to/1cOOY6O to send me a direct message. I look forward to hearing from you soon!
SarahO_VZW
Follow us on Twitter @VZWSupport

Where is the customer service from VZW

Since February 19th I have been trying to Early Edge by eligible phone line and have been unsuccessful through the current day. What I finally got from Verizon Wireless after a 4th visit to the store was that there was a glitch in the Verizon Wireless software that controls validating that a device installment plan has fallen off and it is now eligible to enter a new device installment plan or edge agreement.
First on February 19th they told me it takes 24-48 business hours for the account to update so I got back to the store to find out that I still can't upgrade. Then they supposedly discovered that I had to wait until the new billing cycle so that was the reason why I couldn’t complete the early upgrade. The new billing cycle comes and goes as of the 7th and with no luck still not able to early edge because it still shows an outstanding device loan on my account, which was paid off completely on February 19th. They even confirm it in their system but it wont let them remove it. Now this is all while the special device that was being held for me (Gold Verizon Note 3) was sold without anyone contacting me to let me know. This was after they promised to hold it back in February until my new billing cycle, which in theory should have been the date I could complete the early edge agreement.
So the store manager works and finds a store that’s willing to send him a gold note 3 that they have in inventory. I made customer service over the phone and in the store promise that the device would be held until it could be added to my account. Because the last time the store made the promise they sold the device and didn’t tell me. They didn’t even give me the courtesy of saying we had to sell it but we will work to have another in for you ASAP. This is the abbreviated version of my still lingering frustration with Verizon because it is now March 14, 2014; 7 days past the start of my new billing cycle and they still have not fixed the problem.
See below for more details that I sent to one of their customer service representatives via email:
Sent on March 12, 2014 at 11:18 AM
As I told you by phone I have been trying to make the change in device and use the early edge program since February 19th to no avail. I want to more due diligence from Verizon Wireless when dealing with loyal customers. You guys use to have a statement of “The First Time You Call It Becomes Our Problem.” It seems that Verizon Wireless has done away with this mantra and replaced it with “No Matter How Many Times The Customer Comes In or Calls; It Remains the Customers Problem.” I have physically been into the store 4 times each time spending more than an hour sometimes 2 hours or more trying to find out what was going on with my account. I see that Verizon Wireless not only has a tendency to bounce its customers around from department to department over the phone but that they also do this to their store employees. I believe my total years with Verizon Wireless is in excess of 10 as I started with Verizon just after the purchase of Primeco in the Daytona Beach Area. I have found that as Verizon Wireless grows my experiences have become less and less stellar and more of a pain point. I am a business and management faculty as well as a college administrator so I spend my days teaching others how to become great entrepreneurs and even greater organizations that serve the greater good. One of my focuses is on customer services and the relations of the enterprise. What I see is a company that has grown so big so fast that they have forgotten the cornerstone upon which their success was built.
I hope that my message somehow makes it into a training that Verizon Wireless holds with its employees to remind them that you are a service organization that would not exist without customers. This means that you return to your original mantra of taking on the responsibility for issues the first time a customer calls and not the 4th or 5th or even after they threatened to pick up the pin and publish journal articles or periodicals about the lax services of an organization to big to fail. This also means that Verizon Wireless shouldn’t launch a program until they have "within reason" reviewed all possible scenarios. It would seem that my particular scenario is not one that is so farfetched that it could not have been played out and properly addressed before it ever hit “main street”.
In one of my classes I started teaching Customer Service 3.0 Predictive Services with Drive. I designed this series to anticipate the customers needs based on recognizable patterns in their behavior. This is not a new concept its just one that has been revived from the past. One that Verizon Wireless should actively deploy across its operation. Long-standing customers have certain behavioral trends that can be categorized into a number of vats. The most important lesson in my most recent interactions with Verizon Wireless that have soured my relationship is that no one within Verizon Wireless is willing to own mistakes until the customer explodes. A simple phone call well in advance of the 7th of March could have fixed my biggest issue with Verizon Wireless and the local store in Daytona Beach. A phone that was being held for me was sold and no one bother to call me. The store made good by calling other locations to find that exact same phone and got it shipped and available on Monday but there is still something fundamentally wrong with not being accountable to the customer. When did this become the rule rather than an unacceptable exception to the rule? If the district manager was in fact the person that made the decision to pull the phone and sell it to someone else then the district manager should have acted within the acceptable bounds of “Good Customer Service” and personally called the customer. Our rank within an organization does not negate our responsibilities to admit ownership of our decision(s) even if there are consequences.
I heard that another employee ordered the same phone from a Verizon store in Tampa and had been waiting and apparently they didn’t know whose phone came in. I know that this was a bunch of lip service because the phone that was ordered for me came from within the district and it was setup so that an employee could pick it up the next day and bring it to the store. I know it was the phone that was meant for me because I was in the store that next day which was the first day we tried to activate the phone and learned that I had to wait until the new billing cycle. Don’t try and insult a customers intelligence because you only serve to make a mild situation even worse. I was in the store when the the location that had the phone was called and it was staged for pickup by an employee that lived in the area but worked at the Daytona location. My trust in an organization that would pull such a stunt and think that I would actually believe it drops lower than the approval rating currently held by the US Congress. Lie to me and our relationship becomes nothing more than a guarded transactional one.
My trust in Verizon Wireless has been destroyed by the actions of a district manager. It does not matter how much effort the store manager Angel or even yourself have put into making it right the fact still remains there is a fundamental wrong that only the district manager could hope to fix through a written apology. Because this person elected not to do so my resolve in no longer being a strong promoter of Verizon Wireless among peers and students is gone. Because I now perceive Verizon Wireless to be disloyal to its customers and unwilling to admit fault. You cannot offer apologies for the actions of a district manager nor can the store manager. It would be the equivalent of me denying some student privileges that he/she was promised and passing it off on someone else because I don’t feel I should have to be bothered with it.
It is my hopes that Verizon Wireless returns to its fundamentals of quality customer service not just on the surface but also at the very roots of the organization. The cost to acquire a new customer is much higher than the cost to retain an existing customer. There are 112 textbooks that echo this sentiment.
The 112 books was an exaggeration I can only physically put my hand on 13 that are on my bookshelves.

Nicely written, but alas it will fall on deaf ears and blind eyes.
The problem here is not the store manager, the district manager or the untrained personnel in the stores. It comes down to supply and demand and the act of securing customers.
You wanted to stay with Verizon, you were willing to purchase another device, the relationship is then you are purchasing goods or services to remain a customer. The snafu is your account was not updated. Then because the people you spoke to did not have an answer for the situation, they lied to you.
Not a good business decision on the face of it, however after being lied to, after having your device sold out from under you, your decision is now to proceed to get that device replaced and remain a customer.
The long tirade you wrote is more effective if you simply cancelled your relationship with Verizon Wireless and show you are a informed consumer via walking to another service who may value your money more. You will note I did not say 'Value You More" since over the last few years customer services have rapidly declined at Verizon Wireless.
Profits for the shareholders ( yep my wife and I own a load of Verizon stock) and insane payments to the management are now focused on making money over the slight annoyances of a small minority of customers with varied issues.
You see 120 Million customers is what they are looking at. The shear numbers mean a few hundred thousand customers leaving or posting how unhappy they are is minuscule so until that 120 Million drop down to 60 Million or even less Verizon Wireless will not be in any hurry to placate you or 59,000,999 customers until the bottom line is affected.
I hope you actually get your device, I would be very surprised if they tell you another story on Monday which 100 text books would not have any bearing on taking care of the customers.
Many times people can teach but in real life the world is not a text book. There are no flow charts to handle the scenario that get in the way.
Good Luck

Rerouting or transfering the customer through PSTN

Dear Sir,
i need help in configuring ICM script ,CVP,and other need compoents to acheive the following :
simply , the customer dialed certain DN to hit the Ingress gateway ,trigers ICM Microapplication script ,hears menu options,one of options allows the caller to enter some credentails to make sure that the caller is trusted and accordingly the custeomer can insert pstn number(mobile,landline,international) that enable to connect the customer with the number he/she entered.actually i need how to configure the icm script and CVP to enable the custome be connected with the number he entered after credentials passed.
regarding what i have: i have ICM 7.2.5,CVP 7.0.2, CUCM 6.X, VXML 3500xm and IGWs 5300xm .
regards and thanks

This is what I read you're asking, please let me know if it's incorrect. You have an ICM and CVP setup, the call comes in and you play a microapp where you authenticate the caller. Once the caller is authenticated, you transfer then to some number they have entered, this number is through the PSTN.
First, it would be much easier and robust if you were using CVP as your error handling would be much more robust. However, you can achieve this in a very basic way. Have a microapp where they enter their account/password. Do an ICM database lookup against this account to ensure it's the correct account. Have another microapp ask them for the phone number to transfer to, if you have TTS validate this number is correct. If you don't have TTS, have them enter the number again, then copare the two entries, if they are not the same the number is wrong and they will have to enter it again. Then you can pass that number to a dynamic label which routes it out to either UCM to make the outbound call. Ideally you could use a take back and transfer or a sip refer which would send the call out to the PSTN without tying up any of your outbound trunks.
david

What can be done when the Customer Relations Department fails to call? Disgusted and appalled.

I have had a sony KDL-W590B (same as the W600B but from Costco) for less than one year. The original television had a dark spot in the upper left hand quadrant. I contacted Sony and was instructed to do a factory reset on the television and exchange it at Costco if that did not fix the issue. It was not fixed so I exchanged it per their instructions. The replacement KDL-W590B worked adequately for 10 months and then developed a dark, dead spot in the upper left hand quadrant. I contacted Sony and was advised that I could receive a new downgrade as a replacement (the new 48R510C which has 2 HDMI ports compared to the 4 on the W590B and horrible input lag) or I could request a facory recertified W590B. I chose the latter and received the replacement the next week. The replacement was broken. The image on the screen was barely discernible through the black spots and circles all over the screen. I called Sony and explained the situation and was told on Wednesday 5/27/15 that I would receive a call from the Customer Relations Department no later than 1p.m. on 5/28/15. I called back at 3p.m. on 5/28/15 and was told that there are no supervisors available at Sony and that I would have to await a call from the Customer Relations department no more than 24 hours later and he claimed to escalate the issue. I called back at 4p.m. on 5/29/15 and was told that I would have to await a call back from the Customer Relations Department no more than 24 hours later. I called back at 4p.m. today, 5/30/15, and was told that the Customer Relations Department is closed on weekends and I should receive a call from them on either Monday 6/1/15 or Tuesday 6/2/15. My Playstation Plus membership expires tomorrow and will not be renewed. My PS4 and PS3 will be traded in this week. My Sony HTC-150 sound bar will be sold. At this point I just want my money back so that I can buy a decent product from a decent company. Done with Sony after 20 years of supporting them because I get no support in return. Seriously, all I wanted was for them to call me and help.

Alright! I got a response from Charlie by phone after posting today and she was very helpful. She explained what happened when I had my issue escalated on 5/27 because after receiving my third defective KDL-48W590B (this one a factory refurbished unit with a 90 day warranty period to replace a defective set that was purchased with a 1 year warranty) I requested either a refund or a working television with a 1 year warranty. Apparently the expectations for the reply from the Customer Relations Department were set incorrectly. What I should have been told was that a reply after an escalation should take 24-48 business HOURS. This is quite different indeed. The Customer Relations Department is open from 9-6, 5 days per week, so that means that 48 business hours is actually 5.33 business days. That's over a week. So while I expected a reply within one business day as I was explicitly promised on 3 separate occasions by 3 separate Sony employees on 3 consecutive days, it was really over a week. The fourth day, today, 5/30, I was told that I should receive a reply either Monday 6/1 or Tuesday 6/2, which is when I took to the internet to post the complaint at the beginning of this conversation. That was all wrong though. Charlie explained that I should have been told to expect a reply, once my issue was escalated, within 5.33 business days. That's if you are available to answer the one phone call that could come any time on any business day. After she explained this she offered to replace my defective television with a new in box unit of the same model with a 90 day warranty. This would have been perfectly acceptable if there had not been 3 prior defective units and repeated issues even getting a reply from the Customer Relations Department. At this point I would expect at the very least a television with its original warranty period (I don't care if it's new or refurbished as long as it's guaranteed to work for longer than 3 months, especially if I have to go through this process again) or a refund. Maybe even an upgrade? Not from Sony. She indicated that maybe I can get a refund if I submit another copy of my receipt and wait for her to process it and call me back. Unfortunately I am travelling for work and will not have access to it again until Monday, 6/1 and then I can await her reply within 5.33 business days. Hopefully I don't miss her call and can get either a working, guaranteed product or a refund so that I can purchase a Samsung television (complete with 3 year warranty). I made it clear that I will be very upset if I do not receive a response by Tuesday, 6/9 as she promised. The follow-up e-mail that she sent is posted below: "Thank you for contacting Sony Electronics Inc regarding your KDL48W590B. This is to document that I contacted you over the phone to discuss options to resolve your issue today. As agreed, kindly reply to this message with attached copy of your Proof of Purchase. Once valid receipt is received, please allow 24-48 business hours for me to review your file."

Changing the Customer no for unapproved project

Dear Dina,
A new project created with customer A and the project is in unapproved status...at this stage any possibilities to change the customer number to that project...for the same project number...
or
we need to end date the existing project and create new 1.
please advice.
thanks a lot n advance....

Hi
Using the form you could always add customers to the project with zero % of contribution.
If you have a wrong customer assigned to a project, and you have not allocated funds from that customer agreement to the project, you are in a safe place. If you had allocated fund, enter a negative fund line for the wrong customer agreement, and baseline the funding, so it become zero.
Now, even when the system does not allow you to update the customer percentage, you can do it directly on the database using TOOLS EXAMINE or SQL. Update the percentage of the wrong customer to zero, and the percentage of the correct customer to 100%. Since this is an intervention behind the forms, you should do it very carfully. Verify you are doing such update while no user is trying to baseline funding or revenue budget, and also that no one is running GDR or GDI on the same time.
Dina

How to get AEGP_EffectRefH within the custom effect?

Hi,
    I want to get the AEGP_EffectRefH of the custom effect applied. This is what I'm trying to do:
In global setup of custom effect:
AEGP_GlobalRefcon globalRef    =    NULL;
const A_char*        pluginName    =    "ADBE Custom Effect";
AEGP_SuiteHandler    suites(in_data->pica_basicP);
suites.UtilitySuite5()->AEGP_RegisterWithAEGP(globalRef, pluginName, &S_Plugin_ID );
After getting the plugin ID, I do this in a function to get the AEGP_EffectRefH:
I call this function when the custom effect is added:
void function()
     AEGP_EffectRefH        effect_refH        =    NULL;
     AEGP_SuiteHandler    suites(in_data->pica_basicP);
     ERR(suites.PFInterfaceSuite1()->AEGP_GetNewEffectForEffect(S_Plugin_ID, in_data->effect_ref, &effect_refH));
But the effect_refH returned is NULL. AE pops up a dialog saying
After Effects error: internal verification failure, sorry! {child not found in parent}
(29 :: 0)
What am I doing wrong?
Thanks,
Dheeraj

about the reliability of effectRefs:
they are reliable for the duration of one call.
i.e. for the beginning to the end of the render call or updtate_params_ui call.
after that cal has ended, the effectRef is likely to become invalidated.
do an experiment:
get an effect's effectRef, and check it's address in ram.
releast the effetcRef and get another effectRef for a DIFFERENT effect.
check it's adress and you'll be amazed that it has the same address as the first.
why is that?
because it doesn't point to the address of that effect in ram.
it's an internal id that allows AE to operate on the effect for you.
so that same effectRef you have, might point to a different effect or to nothing at all, once AE decides that the effectRef you acquired is no longer in use.
AE will decide that after you release the effetcRef, or that you effect returns from it's call.
so what does all that mean?
it means you should treat effectRefs and a temporary key for accessing an effect, and NOT as a long term means of identifying and effect.
there is no perfect solution for tracking an effect for long spans.
if you want to keep track of an effect outside the scope of one call you have to:
1. get the itemID for the comp it's in
2. get the layerID for the layer it's on
3. get the effect's index on the layer (this is the tricky bit)
the comp's itemID and layerID both last for the lifetime of the project.
they will keep across sessions, even if the project is loaded on a different machine and a different platform.
these only get invalidated if the project is imported into another project.
the index of the effect is the problem bit.
there is no API call for getting an effects index.
you can only tell the index by counting all effects on the layer, until you hit the desired effect.
even then it's hard to tell because you tell what effect you hit by reading it's matchName.
what if you have to copies of the same effect on one layer?
how do you tell them apart?
it's up to you to create a unique identifier.
either a hidden slider holding a random value that's unique to each instance, or change the effect name to something unique (the user might change that without you knowing)
the last problem with the index is that the user might change effects order on that layer, and your effect get no notification of that having happened.
so even if you stored the itemID, layerID and effect index, you still have to make sure it's the correct effect before you do something hasty like access it.
as i said,
there is no perfect long term solution for tracking effects.

Would someone tell me where the customer complaint is?

I have bought T520 5 months ago for 2000 pounds.
The rescue and recovery never works, the wifi stopped working after 3 weeks, and the computer can not be shutted down.
To fix the problems, I upgraded my warranty from carry-in to on site, the worst part is I spent 2 weeks and 5 phone calls to upgrade my warranty, the first 2 calls provided me wrong e-mail address, which the custome service blamed this fault on me!
I searched the entire website and can not find a place for customer complaint.
So I was wondering if someone has found it or it doesn't exist at all.
Thanks very much for information and advice in advance.
Solved!
Go to Solution.

Hi Cybabyfish,
Having just done a quick search, i have come across this email address...
[email protected]
Doesn't seem much of a direct complaints line, but having searched, it would seem that many people are finding it difficult to get directly to the complaints team.
The site I found though does give a telephone number as well...
http://shop.lenovo.com/SEUILibrary/controller/e/web/LenovoPortal/en_US/special-offers.workflowhowPro...
Hope that helps?
Thanks
Andrew

The customer service representative got mad at me!

I purchased the DSL internet on Friday and I wanted to set up a date for modem installation. I called the credit verification center and got transferred to the customer service. I told them what I wanted to do. I am generally a very nice person and I treat people nicely. This one guy answers the phone and immediately I can sense the rudeness in his voice. I didn't mind. I just wanted to set up a date for my installation. He told me to stay on the line. I did. But suddenly the phone got transferred again! To the credit verification center. Then I called the customer service again and the same gentleman answered my phone. Well, at first he didn't know it was me but after I tell him my information, he got frustrated with me and actually got mad at me! I was very surprised. Is this what verizon hires people to take care of their customers? I am actually going to cancel my purchase and I am going to go with a different company.

Hi daniellim,
Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and look at the top of the middle column where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. The title of your post is the link. 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.

Has the customer support number for Apple Configurator changed?

Hi there,
I'm having problems with Apple Configurator and normally I ring up the customer support number listed on the Apple Website (44) 0844 209 0611
and I go through to an automated system that normally asks "which apple product or service do you need assistance with?"
I say "Apple Configurator" and then it takes me through to that department.
Now when I ring up, you get 6 options, none of which are what I need, it takes me through to another department who say that there is no longer a support department for this area.
If this is the case then I am very very shocked as those guys are extremely helpful and Configurator is a rapidly growing area due to the popularity of iPads in schools.
If anyone could provide me a phone number/other information to contact this department that would be extremely helpful.
p.s. If I have posted this in the wrong discussion area then I do apologise, I couldn't find a location dedicated for Configurator.

I am not sure which is the best forum but you could put it on the iPad one:
https://discussions.apple.com/community/ipad/using_ipad?view=discussions

Custom top pointing to wrong location

hi,
our custom top pointing to wrong location.
we checked the CUSTOM ENV it is fine.
We changed the custom top location(to correct value) in context file and ran autoconfig. after running the autoconfig then the value is changed and pointing to old location only(wrong location).
we checked the default.env and topfile.txt everything is fine.
Please advice where to check to fix this issue.
or suggest me a a action plan.
Thanks in avance.
Regards,
DBA

Hi;
Please check below notes and link and compare steps wiht yours
CUSTOM_TOP yaratma
Re: Creating a Custom Application in Applications 11i
http://appsdba.info/docs/oracle_apps/sysadmin/R12/CREATECUSTOMTOPINR12.pdf
Regard
Helios

Treating the customer in a very wrong manner

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