Trouble obtaining approved refund, terrible customer service

Hello, on 11/3/2014 I sent my U310 Touch into the repair depot under warranty to get fixed. On 11/17/14, parts were no available so I escalated to a refund in which a case manager was assigned to me and accepted my refund. He said that the refund check can only be released after they received my old machine in their department which they did because last week they sent back my hard drive as requested. Now the problem is, my check hasn't come in the mail yet and I have already emailed (three times) and attempted to call my case manager to no avail. Now it just seems like he is ignoring me. I have contacted customer reps who have promised (again three times) that they would send a notification to my case manager to get back to me. That has not happened. I am getting extremely frustrated because when I first turned inmy laptop I was told it would only be a 7-10 business day turn around. It is a my daily laptop I use for school and it seems like they are just taking their sweet time with this whole process and at the same time keeping me in the dark. That is unacceptable. On top of that, the customer rep I talked to today was extremely unhelpful saying that there is no way to reach my case manager if he does not decide to answer. So you're telling me case managers at Lenovo all get to be treated at CEOs and can answer their customers whenever they want? I asked him for the corporate number to file a response and get this, he tells me that no one in his department has access to that number. You don't have access to the number of your own corporate office? This is an extremely frustrating process and this may be the last lenovo I purchase. I would like to have my refund check sent already considering they continuously tell me that my refund was already approved.

I suspect (but cannot prove, obviously) that the result would have been different if you'd watched, say, 10 minutes of the movie and called right away.

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    We can confirm that the order has been sent via Airmail Postage from Hong Kong on the 4 February so you should receive it soon. Airmail service distribution is similar to that of HK Post. This type of delivery service has no tracking number yet hope that any delay is minimal.
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    Thank you for your e-mail.
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    We apologize that the item has not reached you as of now.
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    Viktor from Bern
    alexap wrote:
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    Dear Alex,
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  • Fed up with the terrible customer service.

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    Solved!
    Go to Solution.

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    Follow us on Twitter @VZWSupport

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  • Terrible Customer Service - Lifetime Customer Lost

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    Wow. It is amazing to see how many people are having the same issue as me. I just got hung up by a Sony Customer relations representative right after she raised her voice and said I'm rude. I have been in the customer service business for 20 years so I understand SOME customers can be unreasonable and upset, and I have been on the receiving side many times. That's why I try to be as nice as possible over the phone as it is not their fault I have a lemon 4K X900 Tv. However when they are rude and raise their voice it becomes personal.
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  • Terrible customer service after systemboard on T400 died for no apparent reason.

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He told me to call back the next day with the case number to get somebody else to ship out a box. Or to take it to a repair center. I decided to take it to a local repair center first thing the next morning (Jan 5, 2010). The center assured me that the repair would take no longer than 3 or 4 days. Several days later (Jan 7, 2010), I called to check on the status of the repair. Apparently the system board that was needed was in stock when they ordered it, but became backordered with no ETA on when it might become available again. Unfortunately, I am leaving town to return to college on January 11. The shop suggested that I pick up my laptop and have it shipped to Lenovo. I called Lenovo the evening of January 7th. The first person I spoke to seemed knowledgeable and empathetic to my situation. He looked up the part and said it was out of stock at their depot. I explained to him that I would be returning to school soon and needed my laptop for classes and my research projects. He put me on hold while he went and spoke to a supervisor about escalating the case. For one reason or another, I was transferred to another employee who was not a supervisor. This employee was absolutely clueless about what was going on. His attitude was very poor. He told me that the original case that was opened had been closed on Jan 4 or 5. I had not asked for this case to be closed. When I asked him to to ship a box, he seemed somewhat reluctant to do so. He seemed frustrated when I asked him to have it shipped to a different address. As I said, I would be returning to my school over 200 miles away. I would no longer be able to have the box shipped to my home where I was over winter break. For whatever reason, this employee just did not seem to understand that. I asked if the parts were not in stock, how long would it take to get them in stock and get my laptop repaired. He could offer no answer. I asked him if there was any way this case could be escalated since I cannot be without a computer at school. He told me no. I do not feel that I was treated very respectfully. He told me to call some other department. I asked if I could be transferred. He very reluctantly did so. The other department was closed for the night. I called back to the technical service center in Atlanta, Georgia. This time I spoke to a woman. She told me the parts ARE in stock. I asked if they are in stock, can they be shipped to the store where I was having my computer repaired at. She said "Uh... Well..." and then she either hung up on me or I was disconnected. I waited several minutes for a call back. None was ever received. Thus far, I have been extremely unsatisfied with the customer service that has been offered. I asked if there was any way that a temporary unit could be offered while mine was being repaired since I was told that my laptop would be kept for an indefinite period of time while waiting for the part become available again. Or I asked if they could pull a T400 from the shelves, take the system board out, and use that system board to repair mine. I was interrupted and told no. This seemed to be a common theme: interrupt the customer, do not know what is going on, tell them no to any sort of request. It is interesting that the recording on the telephone says how much Lenovo values customer satisfaction. Well, I am not satisfied at all. This computer is still under warranty. It should not be my responsibility to drive to and from service centers to try and obtain repair. It should not be my responsibility to have to call back whenever somebody decides they do not want to perform a task at that time. Lenovo should be repairing my computer in a timely manner. I was told that if I wanted my computer repaired in a timely manner, I should upgrade my current warranty to a on-site service. I feel that they should be doing whatever is possible in order to best serve the customer. It looks like Lenovo is more concerned with making a fast buck. A computer is very important to my education, as I said, I need it for both classes and research projects. Based on the quality of the product and the customer service that has been offered, I will not be buying any Lenovo product in the future. I was strongly considering purchasing a Edge for both my girlfriend and my mother. And I had previously recommended many people to buy Lenovo after I initially purchased mine. But that is no longer the case. Not only will I likely not be purchasing another Lenovo product, I will warn all of the people I know who are in the market for a new computer to look somewhere else. I really want to like and enjoy my Thinkpad, it is very unfortunate that I cannot and that Lenovo will not do what is necessary to make things right again.
    Your very unsatisfied consumer,
    William Xiao
    Any ideas? Any other email addressed I might be able to reach somebody at?
    Thanks for reading that mess. I appreciate any input that this forum may have to offer.

    As I said (in my overly long post), I had already brought it to a reputable local warranty service center (still about a half hour to forty minute drive each way) after an employee refused to ship out a box (supposedly the system was down, but he looked up my information and was able to both open and close a case without telling me that he was closing it, he told me to call back about it later) because the turnaround time SHOULD have been faster. I was quoted a 3 day turnaround time, 4 days MAX. I dropped it off first thing the morning after I spoke to somebody at Lenovo. Tech took a look at it later that day, before noon, put the order in, called me to let me know that he ordered the part and that it was in stock. He tells me that generally they receive the part the next day. I hadn't heard from the shop in 2 days. So I call. They call Lenovo, part is now on backorder. That's why they told me to ship it. Now I'm dealing with this headache.
    I should not have to spend this much time trying to obtain a warranty. The staff has been rude, unhelpful, and uninspiring.
    If something is not done to rectify this situation... at least some sort of apology or attempt to make amends, this will certainly be my last Lenovo product. I will not be purchasing a Lenovo for my girlfriend or family members. I cannot in good conscience recommend that others purchase a Lenovo. My faith in the product and in the company has been corrupted. I would hate to have the new motherboard fail unexpectedly and without reason in another 6 months (which would be just after my warranty runs out), but the service provided thus far cannot justify me spending 140 dollars on a on-site service. If things don't take a turn for the better, it would seem that the best option for me may be to sell my once loved T400 when I get it back and buy a new laptop from a company that actually stands behind their product.
    I NEED a laptop for school. The turnaround time I was quoted should have my laptop back to me right before school started again. I have been back to school for a week, and after all this time, they cannot even tell me when I might be able to have my laptop back. The staff flat out refused to offer any sort of temporary laptop for me to use while they held mine for an unknown period of time.  I have read of people being offered loaners. They also refused to pull the system board from another T400 because "it will not work." That's just incorrect.
    I want to love my Lenovo. I really do.
    Edited to add more information. I figured it was better than posting multiple times in a row and cluttering things up.

  • Shame on Adobe for Terrible Customer Service!!!!

    I just purchased PSE 8 after the 30 day trial.  This product is filled with bugs.  WHen it works it is great.  Unfortunately  there are too many bugs and zero customer service to back up the product.   That's why were all here online trying to figure out each other's  problems.  The techs located in India can not help us.  I used the trial  version for less than 30 days and ran into a problem with the sync  feature.  It stopped working and none of the solutions offered here  helped.  I called customer service.  After waiting on hold for nearly30  minutes I was told that I need to purchase the product before they can  help me.  I told the man that I would not purchase a broken product.  I  told him that if he could solve the issue I would buy it.  He transfered  me.  Again on hold for about 20 minutes.  This man said since Im not a  customer no help.  Today I uninstalled and purchased the product and  renistalled.  Same problem with the sync feature.  Argh.  As I type  this, I am on hold with customer service in India or Pakistan.  If this  is not resolved tonite, I am requesting a full refund on this POS  product..

    Bob,
    Thanks for your reply, but I uninstalled PSE and asked for a refund.  My photos would not sync up with photoshop.com.  I hope you're having better luck with your copy.  I wanted this to work so much.  When trying to sync pictures up to photoshop.com mine would not get past "initializing" and then it would quit.  None of the other posters had a similar problem.  I installed my own memory, new CPU, new video card and better CD rom drive, so I know my way around the computer.  There are just too many bugs in PSE and my computer ran very  slow.  Last night, I installed Paint Shop Pro X3 and system is running much faster.  So far no problems.  I will try it out for 30 days to see if it's better.
    If Adobe would have helped me with my problem, I would have kept it.  Instead they bounced me around to different people that could not help.  To anyone who is looking for a refund...It took over 40 minutes to get my refund processed!  I must have wasted over 15 hours on this.

  • Terrible customer service - the worst!

    I have been trying to get customer service to correct my address country from the US to Canada... for 3 days now! But to no avail so far. No way to do this online or via email. I am writing this while I have been put on hold for the FOURTH time now! It is STILL not clear if they will be able to help me and do this at their end.
    In the meantime, I am unable to upgrade my Lightroom version.
    Great products, terrible service. I am EXTREMELY frustrated.

    Hi lbeaulook,
    Due to tax reasons, it isn't possible to change the current country associated with your existing Adobe ID. We could create a different Adobe ID associated with the new country (Canada). Would you like to keep your existing Adobe ID email address associatd with your new ID?
    Thanks,
    Bing

  • Terrible Customer Service / Billing Options

    I have enrolled in auto pay.  Had auto pay set up, then I got a new bank card.  After receiving the new card, I immediately updated payment info with Verizon way ahead of the next bill.  I find that the pay was not taken from my account, so the current bill is nearly $400 dollars - plus an additional $5.00 late fee.  Called customer service, and fumble through the all automated menus, only to be told that the late fee is because I did not update my card info.  She waived the late fee but could not take my payment; I would have to be transferred to the correct department.  If only that transfer had gone through, instead - the call dropped.  Upon calling customer service again, automated menus, I find out that they have my newest card on file and ask if I would like to use this card to make payment???? I wait for an operator who tells me I need to set up auto pay again! So that I can have the same mess I just dealt with when I created my new parment - I dont think so.  You are AWFUL verizon.  BEYOND TERRIBLE.  How about having a speak to a real living person option on the menu before all the other nonsense.  I will be switching back to AT&T where I never had a single problem.  I have had Verizon Wireless service since November 2014 and have had countless issues.  Not to mention, the gentlemen I spoke with said the problems I have encountered "are very common." You get enough $5.00 late fees from customers who pay on time, verizon gets a fat wallet.  Well good for you, you have terrible service and even worse customer service.  I will never speak highly of this company or cellular service. 

    Is everything set up now? Atleast they credited the account. Sometime when you make changes it takes a few billing cycle to take place (i.e. adress changes). I hope everything works out with ATT&T!
    So....I have a question: If you say: "I will be switching back to AT&T where I never had a single problem" and "Well good for you, you have terrible service and even worse customer service.  I will never speak highly of this company or cellular service." Why did you even switch to Verizon in the first place? Clearly ATT&T had an issue, becouse if nothing is ever wrong, then why would you even switch??

  • TERRIBLE CUSTOMER SERVICE! BEWARE!

    Everytime I call Verizon (wireless or otherwise) I am constantly being transferred around, unable to ever speak to a supervisor or manager if they exist, the staff is rude, incompetent, and generally mean spritied toward a paying customer. Terrible. Abolutely terrible. Unwilling to listen, or assist me with my problem. I don't mind paying the bill of my deceased grandmother, but why can't I speak to a manager in this regard? Terrible. One person tells me the sky is blue, and the next person tells me it's red. I can't win with you people.  I do not want to swtich service providers, but I have receievd better customer service from a rock. Seriously. Absolutely terrible. Until it happens to any of you, you will never understand, but heed my warning, if considering this product or service, BEWARE! 

    Does anyone have a number for Consumer Advocacy??? I have been fighting a billing issue for a year. Verizon blended 2 of my accounts into one and now I can't pay my bill. I've been switched around and around for hours, talked to every department and get nowhere, no empathy, just sorry this was set up wrong and we can't change anything for you.
    Pay your bill, but we're not sure how you can do that. Oh wait, pay over the phone and pay us 3.50 for that. And by the way, we don't have your correct account number anywhere so you can't even pay online through your bank. And now you're a month behind because of us, so we're going to shut off your service. There is no chain of command, no one to take your issues up with. Every now and then you get someone who knows what you're talking about, but I usually get disconnected from then.
    Hate, hate, hate Verizon's customer service. Verizon Wireless is the complete opposite. Like them or not, at least they act like they appreciate you as a customer.
    Any help with a number????

  • Verizon terrible customer service

    ordered an iPad online and two days later went into the store to cancel order and purchase at store.  Have spent over three hours won phone with six different customer service people trying to get credit for the charge to our credit card the iPad ordered online that was cancelled.  Worst customer service I have ever experienced with any major corporation!!!

    No you are not correct, we ordered an iPad online because the Verizon store did not have stock.  We then went to another Verizon store that had the iPad in stock, the manager told us he could cancel online online the online order and we could purchase the iPad from the store that day.  The manager then cancelled the order and told us our card would not be charged.  Our card was charged.  We have spent hours on the phone trying to make sure Verizon is going to refund our money...we never received the iPad through Fedex because the order was cancelled...at this point it is not our problem but Verizon's to take care of following up the package that they cancelled and never sent!!!!
    Hopefully you will understand this explanation....if not you need to take a customer service 101 course.

  • Terrible Customer Service Experience and Misinformation

    Since early November I have been trying to get my FIOS TV, Internet, and home phone transferred from my apartment to my new home.  According the Verizon website all three services are available.   I was originally scheduled to have everything installed on December 5th (which 2 weeks after my move) because Verizon indicated that was the earliest they could put the service in do to my neighborhood being new.  I called to verify the date and installation for the 5th a few days ago and was told everything was confirmed for the 5th.  Two days ago I called to add some receivers to my order for my additional TVs in my new home.  The representative had trouble adding the addtional equipment to the order and said he would have to cancel that order and start a new order.  I told him that was fine as long as my installation date of December 5th would not change because I had taken time off of work that I could not take back and had to have them come out on the 5th.  I was assured that there would be no change in my installation date.  After trying to add the equipment to the new order the rep said that he would transfer me to someone who could finalize everything.  I was then transferred to another representative (who I had to explain my whole situation  to AGAIN).  She assured me that she could help me.  I again indicated that I needed the installation date to be on the 5th.  She added the equipment and proceeded to tell me that the date was pushed out until December 28th.  I objected strongly and insisted that my installation date not change.  After a heated exchange I demanded to speak to a superviser (which was refused).  The rep put me on hold for several minutes only to come back to say that her supervisor had said that she would expedite my installation to December 5th and would personally call me to confirm.  However, I was told that I had to complete the order for the 28th to get things in "the system" before they could change it to the 5th. I agreed only to hear back from the rep via phone (not the supervisor) later that evening indicating that they were still working on it.  Not satisfied with the non-answer, I have call back several times and spoken to multiple other reps who have all given me different versions service availability ("checking with the engineering department to see what's available in your area"), and being promised to expedite my installation date to the 5th.  I even got promised another personal phone call from a rep in Maryland the following day confirming that they could install my phone and internet on the 5th, but that I would have to wait until a later date for the TV  - to which I agreed.  Not receiving a call yesterday, I called again and was told by yet another rep that he would work on it and call me Saturday. 
    This is completely unacceptable!  Let me sum up the long paragraph above.  I ordered your bundled service for 2 years.  I have been a loyal Verizon customer for MANY years.  You promise me an installation date that fits my schedule only to completley screw me over on that date when I want to add addtional equipment to my service (of which will ultimately bring you more money).  All thanks to an inept, inadequate customer service system, and complete lack of understanding from your sales staff on what is available in the field.

    NotHappy410 wrote:
    Yes, it is.  Thank you for your help.  You can close this out.
    It was our pleasure to help out getting this taken care of. Anytime you need assistance please make a post so we can assist further.
    Anthony_VZ
    **If someones post has helped you, please acknowledge their assistance by clicking the red thumbs up button to give them Kudos. If you are the original poster and any response gave you your answer, please mark the post that had the answer as the solution**
    Notice: Content posted by Verizon employees is meant to be informational and does not supersede or change the Verizon Forums User Guidelines or Terms or Service, or your Customer Agreement Terms and Conditions or plan

  • So over the terrible customer service and prices.

    After 18 years with Verizon,I am ready to move on. I get a call from a CSR about looking at other plans. I agree only if it will lower my bill.  After a lengthy discussion I am told the services I will get, and the money I will save. My bill will be a little lower, and with more services. The very next day, I get a new bill $60 more than the previous bill had been. I reviewed it to find the "new" plan was prorated back to March 1, and new charges added.  When I called to inquire and complain I was connected to the very person I had spoken to. She is trying to tell me they have to prorate back and then charge a month in advance. Now wait. I already paid for that month. I cannot use the new services that I have in the past, and now my bill is higher. But, she says, It will be higher as we have to charge a month in advance. They refunded last months fees and charged the new fees. Then, wouldn't be lower?  I think I am being doublespeaked, and the more i questioned it, the more rude she became. Like I said, a customer for 18 years. I don;t want something for free, but new customers get much better deals, PLUS a leading competitor will buy out my contractor, give me all new smartphones (five lines) at a little over half of what I was paying. My five lines now don't even all have smartphones!  I had been happy with the way things were.  I was even told, there is no going back. Doing business with you has become tedious and painful. I think it is time to make a change!

    Emt61452, we love your loyalty over the past 18+ years! We would be sad to see you leave the Verizon Wireless family. I want to make sure you are getting world class customer service as well as the best plan for your usage. I would really love to put a fresh pair of eyes on your account. I did request to follow you. I also have sent you a Direct Message. Please respond back to that message for me.
    KevinR_VZW
    Follow us on Twitter @VZWSupport
    If my response answered your question please click the "Correct Answer" button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

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