Trying to file a complaint...

and I have hit every possible roadblock. I believe it is complete ridiculous in the year 2014 that a technology company does not have an email address to use to submit complaints. After some research I followed a link over to the Verizon Wireless leadership (Leadership | Verizon Wireless) directory and found both my regional President as well as the VP of Customer Service. I was attemping to submit my complaint using the contact link for these individuals and nothing happens. So not only am I frustrated and angry at your company, you give me a possible way to contact you and it doesnt work.
Here is the message I was sending:
I want to start this off by stating this is a complaint. Something small that could have been easily resolved has become a much bigger issue and the fact that I am now typing this message to you is further proof of the poor customer experience your company provides.
I have had the same cell phone number from the WorldCom days. I stayed with the service when it was rolled into Verizon. I have been a loyal customer for what I believe is almost 20 years. That is what is fueling my frustration over this entire situation.
We currently have three phones on our account with you. Myself, my mother and my brother. My brother is deaf and uses the phone primarily for text and email. He wanted to upgrade to the new iPhone 6 and sent me copies of the different ads that stated turn in your old iPhone for a new one. I will state here that I misunderstood these ads. I thought as an existing customer I could come in, trade in my old phone and receive a new one. I figured I would have to change my contract and start a new two years. I was wrong. But the way I was informed it where the problem begins.
We went to the Verizon Wireless location in Harstdale, NY on Sunday morning. We arrived at about 11:30am or right as the dance party was starting as the music was very loud. We explained why we were there and waited our turn. We finally had a sales rep assigned to us and we explained we were there to turn in old phones. He asked if we were new customers and I stated that we were existing customers. He discussed the phones that they had available and I decided we would upgrade all three lines to the iPhone 6 with the 120gp memory. They had none of the smaller memory and I figured if I was there I would upgrade them all. This is when he looked at the account and stated that only my brothers line was due an upgrade. I asked about the ads I had seen and his response was "we cant give everyone a $900 phone sir". This bothered me. Again, I admit I misunderstood the advertisements but what I saw was that if I was someone new I would be given this deal. But as an existing customer I was not. I discussed this further and was getting increasingly more frustrated. As this is happening a girl who worked there kept changing the music to more bass heavy dance music at a volume that was too loud for a store and I was losing my patience.
I finally stated to the rep to just upgrade my brother phone and that when my account comes due in June I would look for a new provider. A company that was interested in keeping a loyal customer. His response was the one that pushed me over the edge "You will see that we have the best network and come back". Excuse me? As a representative of Verizon he just told me to leave? I was stupefied by this and just stopped the discussion. He went to set up my brother's phone as I became increasingly more frustrated and was now starting to get a headache from the music volume.
I decided to call customer service while in the store to explain what happened. They were no help. They were unable to assist me in my original desire to upgrade my phone and then no one seemed to care that your sales rep basically told me to leave your company. After this call was terminated I left the store and was heading home when your customer service rep called me back to make sure I wasnt upset with her. So now I am angry at your company, have a headache from the music and now I have to coddle your rep who took my statements personally.
Now for the last two days I have been attempting to submit a complaint to your company and have hit every obstacle possible, There are no email addresses listed on your website to use for complaints. It took me two days to find this (Leadership | Verizon Wireless) and I am not certain this is correct. Yesterday a customer service rep gave me [email protected] as the email to use for complaints. There is no way that is correct. When I called today I was told by a rep and her supervisor that there is no email addresses to use to submit complaints. They would give me a physical address to mail complaints. It is the year 2014. You are a technology company and there is not a single email address to submit complaints? I guess this is more proof of how you feel about your customers. Why make is easy on people that have a complaint. Maybe if you make it really hard to contact you we will just stop complaining!
Your sales reps are more interested in new customers then helping existing ones. Your customer service reps are too sensitive to understand that its a corporate problem not a personal problem and your company is so smug that they do not have an outlet for customers to voice their problems.
I said this in my original email sent yesterday, add up all my bills. Add up all the charges, overages, usage fees, roaming charges, data charges. Now add all my home phone bills, home internet and fios charges. You tell me again how I should go find another company. Tell me again I will be back!
So please keep working toward getting new customers, you are going to need a whole lot of them to make up what you are going to lose in me! I will make sure anyone who listens to me will hear about this experience. I will make sure I will say how happy I am with what ever company I end up with. I will make sure my boss hears about this when its time to update our business lines. I will make sure that this experience is shared with anyone I can tell.
All of this because I wanted to upgrade my phone and start a new two year contract with you. Amazing how things can change so fast.

Hi larissadallari,
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. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.

Similar Messages

How do I file a complaint about the service I received from Verizon and if I file a complaint, will anything really change?

I was considering changing service carriers for two of my children on our Verizon plan. The plan was extremely expensive and my two high school aged children had very old slide phones (one wouldn't even receive calls anymore!) I had another carrier that was much more reasonable for what they needed and they were both able to get smart phones for $100. I called Verizon over the holidays to check if the phones were under contract. The customer service representative asked what I was thinking about doing. I was very honest and told my plan. I was then told by the representative that the phones were not under contract. I switched my children to the new carrier only to receive a $428 bill for early termination of contract!!!!
When I called back, I was told by the new representative that I did receive correct information. Apparently, I did not ask the "correct" question. The "correct" question would have been, "Are the LINES under contract? (not the phones!) Now, I am trying to file a complaint and have no idea where to find the area for the complaint! Please help!

AmberF
If I port back, I have to take away the two smartphones that I gave my high school children for Christmas. (Sorry kids, Mom is sending back your Christmas gifts because Verizon did not give me the correct information regarding our plan! You get to go back to your 6 year old slide phone, which doesn't receive calls, and your 3 year old slide phone, that doesn't make calls!) Also, if I port back, the best that you can give me is $30/month on these phones unless I purchase new phones from you!
I have decided to write Verizon a letter of complaint. I am willing to concede that maybe I did not use proper terminology when requesting information regarding my plan. I did, however, inform the customer service representative of what I was trying to accomplish and she should have been more upfront with me. I am looking for some type of compromise from Verizon. I just received my Verizon bill and it is $817.58!!!! While this will create a very difficult month for my family financially, I am going to pay the bill in the hopes that Verizon will issue me some type of credit for their part in this debacle!
If I do not receive some type of compromise from Verizon, I now know when the contracts for all my other lines (5 at home and 5 for our business) will no longer be under contract. If Verizon cares so little about their customers that they refuse to admit that they might be somewhat at fault, they will no longer have my business. I will regret this decision, because except for a few minor problems, Verizon has usually been easy to work with. I consider this a major issue. I was trying to be prudent and check the terms of my contract before I made any changes and I don't feel Verizon was honest with their answers.
AmberF, if you can make some sort of financial compromise happen, I will be very happy to thank you! As I stated, $817.58 Verizon bill is going to make February and potentially March very difficult months for my family.

Could anyone show me how to file a complaint with Verizon Customer Service?

I would first like to state that this is my first time having an issue with Verizon Customer Service.In all my years of using their service, I had never run into someone that truly had no idea what they were talking about. I would like to file a complaint to save everyone from experiencing the frustration I am feeling and from wasting your time.
Here is the story, so that you can understand the reason why I would like to file a complaint;
My phone has always had an SD Card in addition to the phone memory because my phone memory is already tiny, less than 1 GB.I put things that cannot be put on my SD Card (my text messages, contacts, etc.).
This past week I kept on receiving air messages that my phone memory was full. I deleted most of my text messages but I still received air messages that my phone memory was "full". I therefore decided to call Verizon Wireless to see if they could help me solve my problem or at least educate me on what was taking space in my phone memory.
Well, I unfortunately had the luck of being connected with a representative named "Naima" and I told her about my phone memory problem. She said she knew how to fix my problem and instructed me to click on the "Format SD Card" button. Following her instructions blindly, I never once stopped to consider that clicking on that button would erase everything. And so ALL my pictures, ringtones, and videos were erased.
Trying to fix her mistake she dug herself into a deeper hole. Instead of admitting that she had made a mistake she claimed that my pictures, ringtones, and videos could be recovered, She had me access Backup Assistant, but my stuff was NOT saved there. I later learned that my phone's Backup Assistant can only save contacts, NOT pictures. She knew what phone I had (representatives have all the phone's info and history) yet she led me in circles and wasted my time and could not own up to her mistake.
What upsets me is the fact that she did not even KNOW that the phone memory and SD Card are 2 COMPLETELY DIFFERENT things.And also she could not own up to her mistake, but instead wasted at least an hour of my time trying to get Backup Assistant to do something it could not.
I then attempted to file a complaint to found that Verizon makes it Virtually Impossible to file a complaint, only through MAIL! Really??

Well actually sending a certified return receipt letter to Verizon Wireless may or may not do any good. you can also file a complaint here http://www.bbb.org
Those out of memory messages usually mean internal memory is getting full. I have no idea of your make and model of device but there are many articles via google that tell you how to transfer files from internal memory to sd card memory.
Now on the off chance your sd card is nearing its capacity you can either hook to your computer via usb and the computer will show two drive letters. One is internal memory and the other is the sd card memory. If its internal memory and your sd card is not full you can drag and drop the files to the sd card. However you can also get a card reader and then make a saved files folder on your desktop, then cut and paste any or all movable files to that new folder you just created. its really very easy.
You can also remove files from internal memory (music, photos,documents) to that folder on your desktop. You can also remove all files and photos from the sd card on a regular basis to never have that low memory problem again. I always purchase the largest sd card that is usable on my device and never save anything like music and photos to internal memory.

How to file a Complaint with Verizon

I don’t know how to file a complaint with, or about, Verizon customer service. After calling Verizon I was shuffled between departments, supervisors, and finally directed to “verizon.com/contactus”. After spending an hour browsing the “contact us” section of the website, it became abundantly clear that I would not be able to find what I was looking for on the website.
A month ago I was in the middle of the moving process and was dreading the seemingly inevitable process of setting up the internet/television/phone, a process that I had to do many times before. My son had informed me of Verizon’s transfer service, also known as “Moving with Verizon”. As we were only moving 3 miles down the road, I figured that I would visit my local Verizon store as this would continue to be the store I turn to if I chose to stay with Verizon. I had several concerns that I wanted to have addressed, chief among them were:
- I have built up a significant number of movie titles in my digital library. If I stay with Verizon, will I be able to keep the movies that I had purchased?
- Each time I move I am inconvenienced with having to distribute my new phone number to my friends and family. Will I be able to keep my current phone number if I stay with Verizon?
- When I first started with Verizon I had significantly less credit with Video on Demand than I do now. If I stay with Verizon, will I have to go through the grueling process of building up my credit again?
The sales associate was very kind and willing to help. I was assured that
-          I should be able to retain my purchases with Video On Demand
-          I can bring my phone number from my previous address
-          My Video on Demand credit could possibly be reset after the transfer, but a single phone call to customer service could set my credit back to normal with minimal effort
Throughout my questioning I was assured that my current services would transfer uninterrupted by the time of the move. As you could imagine I was ecstatic. We scheduled a technician to show up to the new house, when I asked the representative on the phone “What should I do with my current cable boxes and internet router while I wait for the technician?” I was told that the technician would handle it.
The technician arrived two weeks ago, we were given a box and instructed to package the previous equipment and drop it off at our local Verizon store. The technician gave us our new number, when we asked him about our previous number he appeared to not know what we were talking about.   He was apologetic about the mix up and gave us a phone number that we could contact. Shortly after the technician left, my family noticed that our digital library was completely empty. The next day I went back to the Verizon store, was apologized to, and then instructed to only place one order in at a time, because multiple orders on a single account tend to slow each other down. We decided to resolve the issues one at a time starting with the phone.
My wife called and was told to wait a day or two. After waiting two days, my wife informed me that she was bounced between different departments over the course of several days, but was assured that the issue was resolved. I told my wife that I would handle the future endeavors with Verizon as she appeared to be a little flustered by the experience. I later received a courtesy call from Verizon confirming that our phone number was restored. I asked the lady whom I was talking to whether she could help me with my VoD service or transfer me to someone who could. She assured me that she could help and asked me whether or not we had received new set-top boxes for our televisions. After I informed her of the new boxes, she apologized to me and informed me that due to copyright infringement laws that our digital library was lost and that we could not receive any kind of compensation. I decided to call customer service, and after talking to representative for almost half an hour I was placed on hold and then told that there was nothing that could be done at this time and that I was going to be disconnected, before I could respond I was hung up on.
Three nights ago I took my concern back to the Verizon store as I dropped off our previous equipment. I was given several new phone numbers. That evening I spent over 2 ½ hours on hold waiting for a representative. After explaining my situation I was transferred to another representative who worked with me and put in a work order to have our digital library restored. I was quoted 48 hours, but the issue was resolved that evening.
Not intending to cause any more issues with Verizon until our digital library issue was resolved, my family abstained from renting or purchasing any movies from Video on Demand. I had promised my son and grandson that if the movies were restored, I would add the new Star Trek movie to our library so that we could watch it together. I was slightly irked to realize that when I tried to add a new title to my library an error message would pop up. I called the number on the message and entered the error code. I was placed on hold for almost an hour. When I finally reached a representative, he informed me that the problem was that my credit had been reset during the move and the issue could only be resolved by another department which had just closed for the evening. I decided to work at home the next day so that I could watch the movie when my son came home that evening. The next morning I called and realized that the opening time quoted to me was obviously in a different time zone. When I finally reached an agent, 2 hours later, I was told that I was 5 dollars over my credit limit. I informed the representative of my situation, as proof I pointed to the fact that the bill that I had paid earlier this week was almost 200 dollars more than my current statement. I was asked to wait 30 minutes and to call back if the issue hadn’t resolved itself within an hour. An hour later I called, explained my situation to another representative, and was told to call back in an hour if the problem hadn’t resolved itself. An hour later I called and after being sent to several different representatives I was asked to call back in an hour if the issue hadn’t resolved itself.
Meanwhile my wife was contacted at worked by Verizon, informing her that there was no record of us returning the equipment and that we could be facing additional charges if we did not straighten out the issue. After spending the next several hours assuring my wife and showing her how on the receipt, each piece of equipment was clearly scanned and entered into the system, I decided to call customer service again as my VoD was still displaying the same error message. I was apologized to yet again, and was told that my order was being slowed down due to a high number of unresolved issues on our account. I was assured that he would clear out the mess and that we should be able to order movies that evening, if not I should call back in 24 hours. I apologized to my son and grandson yesterday evening, both of them took it surprisingly well. This evening I waited until 7:30 to contact customer service (31 hours after I was told to wait 24 hours), I was placed on hold again and again for over an hour and a half. I finally was told that my account would be cleared out to resolve the issue, I informed the gentleman that I was already told that would be done and then referenced the ticket number that I had received (and double-checked) from the gentleman the day before. After speaking to his supervisor about the issue I was informed that there was no record of this action nor was there any ticket number matching the one I had given him. The gentleman tried to help me for several more minutes until he transferred me to another department because neither he nor his supervisors could understand why my account wasn’t letting him change the date on my ticket, as he had reset all my resolved issues.
I explained my situation to the representative who after reviewing my account information informed me that I could have had the issue resolved on the 29th of August but someone during my process removed my order. She then informed me that due to the number of unresolved orders on my account the system could not let her schedule a credit increase until the 26th of September. After repeatedly asking her what I could do to expedite this process, I came to realize that all she could do was repeat to me the information that she had already said. I then asked her who I could talk to resolve this issue or file a complaint. After rambling for several minutes I was then transferred to the billing department. After explaining my situation, yet again, to another representative, my account was reviewed again, and I was once again informed that I was over my credit limit. After going into details a little more intimately, I was assured that the earliest that I could receive the credit increase was the 26th of September, and that I should make another payment. I informed her that I had just paid over $550 dollars on my last bill and had given up the majority of my free time over the last 2 weeks trying to resolve issues that I was assured wouldn’t be a problem by a Verizon representative.   I asked if I could receive a small credit to my account ($30) so that I could just watch the movie and feel like I received a small victory for sacrificing so much of my time. She informed me that only her supervisor could make that call. She informed me that I would have to wait around 15 minutes on hold (what’s 15 minutes when I’ve already waited 8+ hours on hold?). After explaining my situation to Cornell he reviewed my account and then reworded what I had just told him. He informed me that the department that deals with my issue (the department that just transferred me to billing) was now closed and that I would have to wait until Tuesday (4 days) to have my issue resolved. After explaining the fruitlessness of dealing with that exact department with the exact information he was trying to send me off with, he placed me on hold for several minutes and then came back and agreed to only meet me half way, a $15 dollar credit. I was extremely offended. This is not even 3% of my average bill. $15 for 2 weeks of unsatisfactory service, in addition to 12+ hours of my personal time in addition to my wife’s time and visiting the Verizon store. After explaining to Cornell that $15 was less than satisfactory, I asked for an email address or a complaint line. He agreed with me that it was frustrating and explained to me that it was getting late for his department “almost 11:40 in the evening”, the exact time where I am. He gave me Verizon.com/contactus, which after reviewing the page, I became insulted. I have continually followed up with my phone calls and stayed loyal to Verizon, following the instructions of each representative that I have talked to in the last several days.
Verizon has provided both my family and me with an excellent entertainment package as well as outstanding customer service in the past. I would like to believe that despite the fact that I was lied to by both a sales representative and a supervisor that my family’s experience over that last few weeks with Verizon is not a common one. I am more than willing to place this movie order on my next bill, all I ask is that you please help me to enjoy the advertised early release and to enjoy the services I previously had with your company.

We've been having problem with our Verizon Fios set up since the moment we moved in to our new place. We've had several technicians come through, and then eventualy aftet two weeks of setting up appoitments and calling the customer service folks, they were finally able to resolve the issue. However, the nightmare doesn't end here. Last week, our neighbors switched over to Verizon Fios, and their technician swtiched our cables with theirs ( what a sloppy, lazy, job) meaning that they unplugged everything that was running to our apartments and transferred over to their becuase they didn't want to put in the extra work to chech and make sure that everyone was getting service. After, we had noticed the problem, my husband called customer service to put in a ticket for the technician to come through and resolve the issue. The ticket was made for Wednesday, Nov 7th, 2013 under ticket number {edited for privacy}, the rep had clealry stated that a technician will come anytime from 3 - 7, which meant that one of us had to be home. My husband took off work and waited for the technician to come through, however, NOBODY showed up. Instead, they told us that they were came at 5 oclock but nobody was home. The same day we called customer service again, and reschudeled to the next day. Thankfully, someone showed up at literally 7pm, meanwhile my husband was waiting at home since 3pm. After hounding them down and calling every hour to make sure that they would show up. Sure enough, they coudn't fix the wiring with out a bucket truck, which the technician mentioned he didn't have since it was already late in the game and eveything was closed. So again, my husband called to make another appoitment, for Saturday, November 9th, 2013, and again, the customer service people confirmed that someone will show up on this day from 8am-12pm. Guess what!? NOONE came, because NOONE issued a ticket, meanwhile we knew for a FACT that we made an appoitment. It's been one week, and no end to this problem. I am appalled, that a multibillion dollar company such as Verizon has such poor customer service in this area. It is sickening and sad, that noone can come and fix a small issue such as this. I hope that this will be resolved tomorrow, ( as they confirmed that they will come on Sunday) if not we have no other choice but to cancel our services and switch to something else. If only Google fiber was in town, things would have been so much easier, and not OVERPAID, especially now with the CRAPPY service we've been getting.

How can I file a complaint about an employee who has been messing with me on purpose (on trades)?

Hello. What's the best way to file a complaint against an employee who basically tried to ruin all game trades for me?
She just stands there in the customer service section doing nothing, she paces back and forth while customers are waiting, and she only takes calls to avoid talking to customers in person. She messes up trades on purpose.
I had a problem with a trade-in once with an awful supervisor and I called the Executive Resolution Team and the lady on the line just told me that they would call the store to hear the "other side" of the story. Honestly, I just told her what happened.
I went in there for a trade-in earlier that day and the woman taking my trade refused to enter my phone number for my bonus. She flat out refused it five or six times. It was insane. I explained to her how the system works and she called her supervisor. The supervisor acted like I was trying to steal the bonus even though I paid for the subscription. I politely explained to her how it works and I told her all the things that came with the subscription. I told her that all they need to do is input my number in the correct space and it should apply automatically.
She didn't believe me but she said that I could get a discount higher than what I asked to get as the bonus and I told her that it was actually lower because it was due to the base. She said it's fine and I said that I wasn't planning to buy anything that day. I just wanted to clear some space and get some credit in case there was a decent online sale later that week. She said that she could only give me a discount on something and I said, "Then can I get an Amazon card?" and she said something like "Go get it."
I came back with the card and she gives me a discount lower than what she said she would give me, but it's still a little bit higher than my bonus, so I let it go.
I went home and I had dinner and I got some more games ready and I went back to the store. A different lady was there and she got through most of my trade faster than the woman who kept refusing to enter my number for my bonus. She also couldn't get the bonus to work and she gave up on the first try so she calls a supervisor. I just wanted to sweep up all my games and run because I knew that she was calling the same supervisor, but I stood there because I didn't do anything wrong.
At this point, the woman who keeps giving me trouble in my recent trips there appears and like always, she's doing nothing. Anyway, let's just call this woman L. The supervisor is K. K walked back behind the counter and she says something like, "You again? No. You're not doing this again." I say, "Doing what?" I feel insulted but I tell her that all they need to do is enter my number in the correct place for Gamer's Club Unlocked. L heard this but she just turned around like she didn't hear anything and she's busy. She did this because she's the one who got the registration card for Gamer's Club Unlocked for me. Back when she did that, she mentioned that she was from the Gaming Department. She knew that I was right but she let the supervisor get aggressive with me.
K kept threatening to cancel my trade. I kept trying to reason with her. All she needed to do was her job. I told her how to figure it out. She kept repeating, "I will cancel it." I said, "cancel it." She canceled it and she had this egomaniac look on her face like, "I won."
I take my games and I look back and L is pacing back and forth like a beheaded chicken.
Anyway, for the Titanfall promo, I go into the store and I want to trade two copies of Call of Duty Ghosts and a copy of Thief. I got a copy of Ghosts from a friend who was busier than me. I was very busy those few days, so I went on the last day after classes. I have evening classes, so I got there near closing time. L rejected one of my copies of Ghosts and I asked her why and she said it was store policy even though it's not. She just cost me $11 or something because of the non-promo and promo difference.
She insisted on doing the Thief and Ghosts trades separatetly for no reason even though I insisted that she do them together so she will only need to enter GCU once and I only need to sign twice and I get one gift card. She's just acting like a jerk, so I said, "whatever". She asked me for my number for the GCU bonus after I tell her about it. It's input and it's in the right place. It was done on the first try. She finished the Ghosts trade and I signed everything but she wouldn't give me my gift card. She started the second trade and she asked me for my number and she input it. I signed the pad and as I'm signing the paper that should be correct because she asked me for my number, I notice that my bonus is missing and I strike out the signature. I told her and she already knew. She was just shocked that I struck out the signature. She said that there was no prompt for it. She obviously lied. She asked me for my number and she input it. I told her, "You should have said something." She just took a relaxed pose and she told me that it's already tendered so she can't undo it. I told her that it's not final until I sign the final paper. I knew that I was pushing my luck because it was the last day and it was near closing time, but I kept telling her that she could fix it.
She just wanted me to cave at that point, so she says that she will go ask a supervisor about it and she just walked into a room and she walked out in a few seconds saying the same thing. She just pretended to ask about it. She said that I can call the customer service line and get the bonus added. I signed it and she gave me the two cards. Oh, and when she left to "ask a supervisor", she took the card that was already legally mine with her. I had two cards, so I wanted to combine them. I took them to the register with a minute or two to spare and it turned out that they could not be combined because they were store credit cards and not gift cards, like it states on the website.
So I want to file a complaint against her now and I want to get the bonus she took from me. What's the best way to do that?

Hello r555,
Thank you for being a My Best Buy member, and thank you for visiting our forum. I am very sorry to hear that it has not always been easy for you to receive your Gamers Club Unlocked bonus when trading in games. I'll be happy to talk to you about your experience.
I get the impression you are quite familiar with the trade-in process and how the bonus is applied, and it is disappointing to hear that a store associate wouldn't attempt to complete that process. I will be sending you a private message so we can get some more specific information regarding which store you were at as well as the trade in question where you did not receive the bonus. Please watch for a message from me shortly.
Sincerely,
Mike|Social Media Specialist | Best Buy® Corporate
Private Message

Re: How do I file a complaint to Best Buy?

I need help!!!!!!!!!!!!!!!!!!!!!1
How do I start?? Simple is best!
#geedsquad #bestbuy
Geeksquad Service Protection Plan #{removed per forum guidelines}
10/23/14 - Started process for broken device at the Best Buy in Garner, NC - After NOT RECEIVING the shipping box from #ups, another trip to Best Buy in Garner, NC.
11/5/14 - Shipped broken device as PER INSTRUCTIONS
From 11/9 to 11/15 my son called several time with NO RESOLTION. He actually needs his phone FOR WORK!!
11/16/14 Theresa {removed per forum guidelines} - customer service rep - nice lady, spent a lot of time trying to get me answers. I felt she really wanted to help.
After over 1.5 hours on the phone NO RESOLUTION! A promise to call back - NO CALL BACK!!!!!!! NO RESULOTION!!! EMPTY PROMISES AGAIN
11/19/14 3:15 PM - Leon - customer service rep - HORRIBLE CUSTOMER SERVICE!
I ask Leon to get his manager on the phone (he said his name was Malcom). He would not get his manager to the phone and was a shining example of HORRIBLE CUSTOMER SERVICE!
11/19/14 3:36 PM - Cassandra - customer service rep - nice lady who quickly recognized she could not help and "bumped" me to another rep.
1/19/14 3:40 PM - Mira - HORRIBLE CUSTOMER SERVICE! Repeated every word I said trying to understand ENGLISH! I asked to be "bumped" up several times....finally she did.
11/19/14 3:45 PM - Ernie - Mira's so called manager (at least he understood ENGLISH). After 10 minutes of telling me I had the wrong information, Ernie informed that he couldn't help me and bumped me up.
11/19/14 3:59 PM - Bob - nice guy who took the time to read through the file, THEN informed me that there was no "active service" for this account. Bob then put me on hold and called Best Buy in Garner, NC. After talking to Best Buy in Garner, NC, Bob tells me that I will get a call back in 24 to 48 hours.
NO CALL BACK!!!!!!!!!! CALLED ENDED AT 4:51 PM ONE HOUR AND 45 MINUTES - NO RESULOTION!!! EMPTY PROMISES AGAIN
11/21/14 5:24 PM - Marchele - customer service rep. Marchele tells me that this is the responsibility of both #geeksquad and #bestbuy and then supposedly is going to transfer me to "someone higher", after waiting 10 minutes or so ....I was promptly hung up on!
11/21/14 5:46 PM Beverly - customer service rep. Beverly also is going to transfer me to "someone higher", after waiting several minutes ....I was promptly hung up on AGAIN!
11/21/14 6:08 PM Khonisa - customer service rep - This lady really put forth effort. She gave me a Case ID 148203353 and also got a supervisor on the phone (Mary). Mary (not knowing I was on the line) asked Khonisa why she had called her and who told her to call ext 200? Khonisa then, trying to help me, explained the issue to Mary........So I was eventually told by Mary that I need to direct this back to the Best Buy store in Garner, NC. Mary told me that "Sara" at Geeksquad Mobile was aware of all these problems.
11/21/14 7:00 PM (I think) Called Best Buy in Garner. Eddie answered and said that there was NO Sara. I explained my latest conversation with Mary. Eddie told me that Nichole (his manager) knows about this and she'll be in tomorrow at 11:00. Not believing anything at this point, I asked if I could talk to someone in "Mobile". Alex, Mobile Manager, got on the phone. Alex informed me that he DOES have a Sara, but she has NOTHING to do with this and tells me to call back tomorrow.
11/22/14 11:19 AM - Nichole, Geeksquad manager at Best Buy in Garner, NC
Nichole said she was aware of this situation and ask if she could return my call.
11/22/14 11:40 AM - Nichole, Geeksquad manager at Best Buy in Garner, NC
Nichole tells me that I need to call 866-205-4388 and that if I didn't get a resolution to call her back.
11/22/14 11:55 AM - "WAIT TIME IS 20 TO 30 MINUTES"
11/22/14 12:28 PM - Bani - customer service rep.
Bani tells me that he cannot see any service order in the system for this issue. He states that he "doesn't have backdoor access" and only the Service Center has back door access to see all the information needed. Bani then STATES "it looks like someone at the store (Best Buy in Garner, NC) CANCELED THE SERVICE ORDER. Bani tells me that someone from the Service Center will have to call me back and that the Service Center will have to make a NEW Service Order. He asked a couple of times if there was more than 1 phone on this Protection Plan......NO there is not! Bani tells me that I will get a call back in 24 to 48 hours.
EMPTY PROMISES AGAIN
11/22/14 12:43 PM - Nichole - Geeksquad Manager at Best Buy in Garner
I relay all the info from my last call to Nichole. She tells me that she is going to talk to her General Manager, Mike {removed per forum guidelines}, as soon as he get out of New Employee Orientation. Nichole seems genuinely concerned about this problem and asked that I give her time and she will call me back. Ended call at 12:57 PM.
11/22/14 4:00 PM (I think) Voicemail from Nichole stating that I need to call someone else. ***At least she called back!!
11/22/14 6:00 PM - The number I was asked to call routed me to CANADA! Julian (in CANADA) said he didn't know why I was calling him and transferred me to someone else - Jennifer.
11/22/14 ?? PM - Jennifer said that she COULD NOT RESOLVE this issue and gave me yet another Case ID {removed per forum guidelines} with a PROMISE TO CALL BACK IN 24 TO 48 HOURS. NO CALL BACK!!!!!!!!!! NO RESULOTION!!! EMPTY PROMISES AGAIN
11/26/14 10:50 AM - Ann - customer service rep. After reviewing this file, Ann could find NO SERVICE REQUEST. She recommend that I go to BestBuy.com and use the "contact us" to let them know about the issues. She then told me to expect a call back in 1 to 2 business days. Ann also gave me yet another Case ID {removed per forum guidelines}.
11/26/14 12:44 PM – Nichole, Geeksquad Manager at Best Buy in Garner, NC Nichole said that the order needs to be “recreated”. This CANNOT be accomplished because they already have the phone which Nichole agreed. Nichole is to once again call someone in the corporate team……. Called ended at 12:57 PM

Bill,
NO PHONE, NO SOLUTION AS OF TODAY 12/9/14
You can add this to the previous post. All the information should flow time wise. I'm pretty sure I'll not hear back from you, since everyone is too busy to take ownership of this problem. This started WAY before Black Friday and continues WAY after Black Friday. I responded to Derald......AT NO TIME HAS THIS ACCOUNT BEEN IN QUESTION. An address change at the bank was needed on the card. Even IF this account had not been paid in December IT WOULD NOT AFFECT THE OCTOBER REPAIR! How dare Best Buy use that tactic as yet another ploy!
11/26/14 – As of today after I posted to Facebook Brian {removed per forum guidelines}, Market Service Manager, is aware of this issue. Brian {removed per forum guidelines} is obviously someone with enough clout to resolve this issue (I believe he is a regional or district manager).
Email sent:
Sent: Wednesday, November 26, 2014 3:56 PM To: '[email protected]' Subject: Need help!!
11/28/14 ?? PM - I called Nichole at Best Buy in Garner, NC. Nichole was too busy to come to the phone. I was told she would try to call me back tonight or tomorrow.
11/29/14 1:09 PM - Nichole returned my call from Friday and left a message. She apologized for not getting back in touch with me yesterday (Friday). Nichole said she has yet to hear anything back from the escalation team.
12/1/14 2:43 PM – Nichole is at lunch. I asked to speak to Michael {removed per forum guidelines}, GM for the Best Buy in Garner, NC. Michael is not in today. – I left a message for Nichole to return my call.
From: Facebook (Best Buy) [mailto:[email protected]] Sent: Monday, December 1, 2014 2:14 PM To: Jacqueline {removed per forum guidelines} Subject: RE: Need help!!
Hello Jacqueline,
Thank you for contacting us. I am sorry to hear about the issues with having the phone serviced. I have a couple of questions for you before I proceed. Under whose name is this phone and the Geek Squad Protection Plan and is their monthly payment plan up–to-date?
Please reply at your earliest convenience. Thank you.
Derald, Social Media Specialist
ECC Social Connections & Innovation
Best Buy Co., Inc.
Reply Email:
From: Jacqueline {removed per forum guidelines} Sent: Monday, December 1, 2014 3:35 PM To: 'Facebook (Best Buy)' Subject: RE: Need help!!
This phone is in the name of: XXXXX
The phone number associated is: 919-XXX-XXXX (please refer to any of the Case ID numbers below)
There is NO MONTHLY payment for this plan.
****Derald asked that I “Please reply at your earliest convenience”. Wonder how inconvenient it is to resolve this issue for these folks!!
12/1/14 5:05 PM – Nichole called me back. Nichole has still NOT received any information to be able to resolve this issue. Nichole is THE ONLY PERSON at Best Buy or Geeksquad that has bothered to contact me or help me in any way. Her hands are obviously tied.
12/2/14 Michael {removed per forum guidelines} – I CALLED, yet again, to the Garner, NC Best Buy and asked for Nichole. After being on hold quite some time, Michael {removed per forum guidelines} come on the line and tells me that he has NO NEWS about this problem!! Nichole has obviously sent my call to him rather than answer me. Michael states that he WAS GOING TO CALL TODAY (this call was made late afternoon). Still no phone OR anyone with enough sense to be able to get through the system and figure this out.
12/2/14 4:45 PM – Nichole calls me and tells me that XXXX’s credit card needs to be updated in order to process this claim…….WHAT?????????? So, we run to the bank before they close (note the time) and get the credit card address information updated. We have recently moved and I have been telling whoever I talk to about that in case the REPLACEMENT phone had been sent to the wrong address. REMEMBER, the first empty box came to the NEW ADDRESS. Also, I gave the NEW ADDRESS to Michael {removed per forum guidelines} yesterday!!!
12/2/14 5:?? PM – I called Nichole to let her know that the credit card address had been updated today. She was looking for a way to email someone to let them know, because she had NO OTHER way to contact the escalation team, no phone number…..REALLY?
12/3/14 Response from an 11/26 post:
Bill-BBY
Senior Social Media Specialist
Posts: 3,983
Topics: 279
Kudos: 153
Blog Posts: 18
Solutions: 171
Registered: ‎10-10-2012
Re: How do I file a complaint to Best Buy?
‎12-03-2014 02:47 PM
Hello jlippard-
I absolutely apologize for the lateness of this response. We are extremely backlogged from the holiday and Black Friday and trying to catch up.
It certainly sounds like you are experiencing an extremely frustrating situation and I am truly sorry to hear about the issues going on with your phone. I saw that you had also reached out to us through our Facebook channel and my colleague Derald was able to respond to you. I believe that he is waiting on some information from you to proceed, so if you have not yet replied to him, I would encourage you to do so. Hopefully he can help you sort this all out and reach a resolution for you.
Thanks for connecting with us.
Sincerely,
Bill
Seems they are too busy (really, since October) to handle this and one hand doesn’t know what the other hand is doing. I had already responded to Derald and have received NO RESPONSE BACK.
12/5/14 – Afternoon – STILL NO PHONE HAS ARRIVED AND NO ONE HAS CALLED! I called Nichole, Geeksquad Manager, Garner, NC Best Buy. Note that Nichole is the MANAGER! Nichole has received notification that they are TRYING TO SOLVE THE ISSUE! I’m very angry at this point! Up until this call, I have been very respectful AND extremely patient! I said to Nichole “what do I need to do at this point, call the media? WRAL 5 On Your Side? This is BEYOND belief! THE ABSOLUTE WORSE CUSTOMER SERVICE I HAVE EVER ENCOUNTERED! Nichole agreed that I have been respectful and patient and that SHE would also be very angry. Nichole said she would be angry as a Mother and as a customer.
12/8/14 - WELL BLESS MY SOUL! A package arrived today to the OLD ADDRESS! The box is EMPTY, NO PHONE! Nichole had previously told me that the “escalation team” was going to RE-CREATE” the service order. Nichole told me this WOULD NOT WORK BECAUSE THERE IS NO PHONE TO RETURN. They already have the phone! I call Nichole, Geeksquad Manager, Best Buy in Garner, NC. Nichole, with an big ‘ole attitude, tells me that because I said I needed to contact the media, she could no longer discuss this with me or help me. Nichole told me to call 1-888-Bestbuy.
12/8/14 4:04 PM – 888-BestBuy - Rebecca in sales department. Rebecca put me on hold for a bit trying to get a manager to help me. She was obviously concerned after pulling up this account and seeing just how bad the customer service has been. With Rebecca being in sales, I guess she gets it. Rebecca hands me off to Catherine. Catherine apologized for the way I’ve been treated and seems to be very concerned about this as well (some I’ve spoken with seem concerned, but NO ONE can ACT – the GM in Garner NEVER SEEMED CONCERNED). Catherine tells me that it would be a good idea to go to the UPS store and get them to track the phone sent on 11/5/14! Really…we have been told the phone was received! We have also been told the serial number did not match…….. Catherine tells me that it is NORMAL that the serial number doesn’t match if there has been prior repairs (which there has been). ANOTHER PROMISE TO CALL BACK IN 24 TO 48 HOURS. Another day……….. NO PHONE, NO RESOLUTION!
47 DAYS, 30 documented phone conversations (some not even documented), MANY EMPTY promises of a CALL BACK, Delayed or NO email responses and COUNTLESS hours (mine and theirs) NO RESOLUTION from anyone!!! Paying for a SmartPhone plan for going on 2 months with NO SMARTPHONE! The amount of time they have wasted taking my calls would equate to just giving me a new phone! My time would equate to 3 new phones. The amount spent on a phone plan service that can’t be used is ridiculous. This Geeksquad plan is and has been in good standing for the entire duration of this issue. The madness just doesn’t stop!
The amount of money WASTED on this one issue is unbelievable! Corporate Best Buy and Geeksquad are spending untold thousands of dollars with POOR MANAGEMENT such as this and passing on the expense to the consumer!!
If you're planning on shopping/purchasing at #bestbuy or using #geeksquad this holiday season, consider this post on customer service. Imagine how you would feel if a family member or friend had to deal with this type of service, especially for a gift!!!

There needs to be a place to file a complaint without having to post on the site.

Since I signed up in July of this year I have had nothing but problems with my bill. First they forgot to add my fios. After calling several times I was told the bill was in the mail. When I called back to see why I hadn't seen my bill (now September) I was told I couldn't be helped because I wasn't a fios customer. I was TRYING to be one. I had the boxes in my house. I simply wanted to PAY Verizon for service. A few weeks later I came home and my cable was turned off. My account had been canceled. After calling for days on end and sitting on the phone for an average of two hours a call it seemed no one had an idea what was going on. Finally tech was sent to my home to fix what was an offline problem. The tech walks in with NO IDEA that I had boxes and thought he was here for a simple installation.
Today, I was trying to pay my bill online, like I do ever month, and found my account was no long available for online bill pay. Really, Verizon??? I just want to pay you, you're making it very hard.
I asked where I could send a complaint and was told there was really no where to do that. At this point I am more than frustrated with Verizon. Unfortunately, I have no other option in the building where I live.
It's now November and I'm still dealing with this.
I just want a place to file a complaint. I don't want to post on some forum. I don't want to talk to someone in a call center who just wants to get me off the phone. I don't want to chat with a virtual representative. I was to speak with someone at Verizon who can listen to my complaints...of which there are many at this point.

Look for the "contact us" on the verizon pages. http://www22.verizon.com/content/contactus/
Almost all of the forums here are peer to peer. Some verizon admins will occasionaly step in and try to get you help. These admins are usually not able to solve problems for you themselves, but can sometimes give advise or get you in contact with someone who can.

File a complaint, poor customer service

I have been a loyal customer with Verizon since before 2005. I have two wireless plans with seven phones, home phone, dsl, two business line and Verizon will not take care of my service correctly. I am very disappointed.
In July 2011, I purchased two new phones(Droid 3) at a Verizon Store and was given incorrect information about several issues related to the new phones and the current phones (Droid X) being transfered to other phone lines. The specific problem I have a complaint about is at the time of purchase, I requested the new phones (Droid 3) as well as the phones (Droid X) transfered to other lines to have insurance on all four phones.
Currently one of my Droid X phones can not be used related to on/off button not functioning. I have been informed they did not set up the insurance as requested. The phone is still under manufacture warranty but I may have to pay $299.00 to replace this phone. I tried to explain I requested insurance. I was informed there is nothing they can do. I asked to speak to a manager. Kat or Cat came on the phone line.
The situation was explained again. The manager Kat told me I was being dishonest and asking for insurance fraud. I was insaulted. I am a very honest person and she has no right to speak to me this was. I need to make this clear. Everyone else I spoke to was just doing their job, no one else was rude. During this phone call, I spoke to three people.
I tried calling back to file a complaint. I spoke to another customer service rep. She said, She understood and took my complaint. She was going to try to resolve the problem, put me on hold, then returned to the phone right away and said she was not able to do anything.
My problem still exists. Phone is not working and I am paying for service I am not happy with. I don't understand how they expect me to pay for a Verizon employee making a mistake. I would rather pay the penalties to cancel contracts and switch providers. Very unhappy. Unfortunately, my new Droid 3 is having problems too.

mmissymouse wrote:
I purchased 2 new Droid 3, transfered the 2 older Droid X to other lines. Yes, I did have insurance on the Droid X phones originally. From the day I purchased the phones. They forgot to put it back on when they transfered them and it was added to the new phones. Or at least I hope so. I need to check that also. I do not know how Verizon handles their insurance and am unsure of whether or not insurance will transfer along with a phone to a new line. So whether or not they forgot to add it back on or don't allow it to transfer, I do not know. Sorry, I missed that you had purchased (2)new phones.
As far as noticing, my bill is very long and I missed it. Did you notice how many items are in my bills and how many product I purchase?Since this is a customer to customer forum and I cannot see your bill, NO, I did not notice how many items are in your bills and how many products you purchase. As to MY bill, I check it to make sure I am getting billed for what I am supposed to get billed for and not getting billed for something I do not want.
I went online and looked at the receipts/documents sent to me on this phone and they did not even send me a letter. So as far as there records show, i did not even changed anything. I was sent one for the other phone I transfered.
Any other questions...........

Where can I file a complaint?

Hi all,
I have been in contact with Adobe Tech Support since the beginning of November when I started receiving a message "licensing stopped working." I spent hours and hours calling tech support, with no solution. Often times my calls were hung up in transition. More than a few times, I was promised a call back "in ten minutes," or "in two hours," but calls were either never returned, or returned another day when I was at work (even though I told them I would not be available on that day). I tried all remedies they suggested, but they did not solve the problem. Finally they told me to send them a log file, which I did in the end of November. They said they would call me back in a few hours -- and it has been almost two months. I requested the result of log analysis a few times via Portal, but no reply. Meanwhile, I was unable to use my CS3 (I was using CS4 trial version for a while, but I was not even able to use it after performing one 'remedy' a tech support suggested). Yesterday I suddenly received a message from Adobe saying "Window 64 bit is not supported for CS3," when my OS is 32 bit.
I am extremely frustrated with this situation and would like to file a formal complaint against Adobe. I asked a tech support rep to whom I can file a complaint, but he was not able to help. Could anyone suggest where I can file a formal complaint (either to Adobe management or the third party consumer adovocate organization)? Your advice would be appreciated.

1st, read some of the messages at
http://forums.adobe.com/community/general/adobedotcom_feedback where some options are discussed, including several messages with an email address that seems to work
2nd, there is a Facebook page (mentioned in the link above) that sometimes gets a reply
3rd, contact the Better Business Bureau in your area

I Need to File a Complaint??

Yesterday, I came home after work and realized my Verizon cable and internet had been turned off...I'm moving to a new residence at the end of the week and requested services to be changed then. I called customer service and was on the line for 3 and a half hours and spoke to 6 or 7 different people before they told me nothing could be done. I just kept being transfered to different departments.
I started out talking to tech support, which had no idea what was going on, they had me reset my router, etc. I told them if it had anything to do with me moving and they realized that was the issue (after 45 mins of trying to fiddle with the internet and cable box). They patched me over to billing. Billing told me they needed to transfer me to a dept that could get my service back on. I was transfered to a lady who told me she could only cancel my service and transfered me to another person who could help me. I spoke the customer service rep and he told me he couldnt find my address and that I needed to call the next day to speak with billing because my account needed to be "reactivated" before he could give me service. He said it was to late in the day, they were closed, and I would have to call tomorrow.
I called back to try and file a complaint, and what do you know, I was speaking with someone in the billing department, as there is no place in the phone menu to file a complaint. She said that I needed to go online to file it, but there is nothing there. Anyways, I gave her my ticket number and told her I spoke to a rep a few minutes ago who said I needed to get my account reactivated. The ticket number didnt mean anything to her. She told me that she couldnt help me. So I asked to speak to a supervisor, and essentially he told me that since I placed the order online that it was my fault that the service was terminated and there was nothing they could do about it at that time. I understand that Verizon has different avenues to place service but there needs to be accountability in your company for the products and services you offer. If I place an order online you should be able to pull up the specifics of the new contract I signed, including termination dates. Also, my address was apparently completely removed from my file and changed to the new one where I don't live yet. I have been here for over a year.
When I placed my order online I specifically requested that my service be moved on 5/3/13, and to cancel my previous service on that same date. Now I dont have internet and cable at home and I am still paying for it and no one seems to know what to do about it.....I was on the phone, after being at work for over 10 hours, for 3.5 hours to ultimately be told that I was at fault for the temination in my unit and basically had to deal with it.
...and the real kicker is that one of the reasons I moved into my new apt was so I could keep verizon fios internet...

Hi cramos357,
Please go to your profile page for the forum by clicking on your name, and look at the top of the middle column where you will find an area titled "My Private Support Cases". There 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. Please keep all correspondence regarding your issue in the private support portal.

Where do I file a complaint about attempting to procure a replacement phone?

I was put through the wringer over the last few days trying to procure a replacement phone.
I purchased 4 each 4s Iphones approximately 2 years ago and also purchased geek squad warrenties for each.
1) Best Buy sent me home to do it myself. They no longer take care of replacing phones at the store.
2) At home, I had trouble finding my account on line. My account was not entered correctly under my wifes name and phone number as listed on the warrenty reciept. It turns out, my name, not hers, was entered for the account, and furthermore, it was my sons phone however my son's phone was entered incorrectly (two digets switched)
3) After an hour of being on hold, being dropped twice, and having trouble hearing through horrible phone connections with customer service, telling my story over and over, with help, I made it to the screen that requested my phones IMEI. It didn't work. More calls, more story telling, and more sketchy service determines that my phone's IMEI number was entered incorrectly in the database. It was missing the last number.
4) I then make it to the Verizon page and my information won't take. I get locked out after 3 trys. The geek squad service rep is trying to tell me to input the phone number that I needed replaced. Wrong. It needs to be my billing phone number. She's locked out too. So, se tells me she'll push it through and I can call a geek number when I recieve my phone, and they will manually activate it.
5) My phone arrives. More story telling, transfers, dropped connections, bad static peanuts music, and I finally reach a person who seems to know how to help me. But he can't. My bill is past due. My son purchased a phone, and my automatic payment didn't cover it. He can't help me. He recommends that I call verizon directly.
6) I call verizon. They can't help me becuase Best buy sent me a "non verizon" phone. It's not on their list. "This happens some times with Best Buy" Bring it to a store, talk to a manager, tell them the problem, and they should pull another phone off the shelf, a verizon phone, and activate it for me.
7) I go to Best Buy, second time. I'm actually going to upgrade three phones, but I need this one preplaced so I can recieve the 100 bucks. I talked the manager. He won't help. He says there is nothing he can do. I left, went to a verizon store, and ordered three new Iphones.
8) I get home and try again to activate my replacement phone. I am dropped twice while on hold. On the third call, a service rep that seems to know what he's doing calls verizon. Verizon won't activate it. The customer rep tells me to go back to the store again, talk to the manager, and tell him to verify the imei number, verify the phone is a best buy phone, call verizon, and get my phone activated, and if he doesn't, then get the managers name, store number, and best buy will begin an investigation.
9) So I visit the bust buy store again. The third time. I talk to the manager. He has no clue. He calls over a sales rep to take care of it. The sales rep has no problems. He activates the phone. Why didn't he do this the first time.
Over the years I have purchased many items from Best Buy, -several tv's, home and car stereos, phones, ipods, and various electronics. Database input was horrible, -made it impossible for me to accomplish procuring the phone by myself on line. Your phone connections with the geek sqaud were horrible. Most of the geeks squad didn't know how to handle my problem and kept transferring me, and dropping me. The manager at the store didn't care, had to threaten him with an investigation. I spent 3 neights and at least 6 hours on my computer and phone dealing with the geek squad, and had to make three trips to the Best buy store. It's not right. I would like to file a complaint.

Hello fiasco5-
Well, after reading through your post, your user name makes a lot more sense now. The amount of hassles that you went through just to get your phone replaced through our Geek Squad Protection (GSP) plan is astounding and I applaud your patience in sticking with the process.
While we certainly offer the option for the customer to process their exchange by shipping their replacement phone from and to their home, the stores should not be telling you that this is your only option. They are also capable of still helping your process these express replacements and in your case, it sounds as though their help would have been invaluable in avoiding many of the issues your experienced. I absolutely apologize for the frustrations and amount of time you personally had to take to get this resolved. I’m glad to hear that ultimately we did get the phone activated and ready for your use.
I’d like to make sure that we get the right store connected with this incident so that this can be reviewed by the store’s upper management, so I’m going to send you a private message to collect those details. You can check your private messages by logging into the forum and clicking on the envelope in the upper right hand corner.
Look for that message soon!
Bill|Senior Social Media Specialist | Best Buy® Corporate
Private Message

Very insulted. How to file a complaint against a bestbuy manager?

I went to the Pasadena store on Foothill to purchase a tablet today, and while I was there, I inquired about the 10% student discount. After speaking to several employees who were unable to answer my question, I was directed to the manager, Matt, who informed me that I had to provide proof of enrollment.
When I tried to log in to my school account on a nearby tablet, the internet connection kept failing, so the manager told me to try logging in on an iMac instead. As I walked by him to the Mac section of the store, I heard him say, under his breath, to another employee "If it's not too difficult for you."
Once logged in, I turned to another employee who had been helping me before and told him that the manager’s comment was extremely rude and that I wanted to file a complaint. The employee acknowledged that the manager’s comment was inappropriate but simply replied with, "Oh, I didn't say that. He is my supervisor... so," implying that nothing could or would be done to hold the manager accountable. To add fuel to the fire, the manager came back and gave me attitude about applying the discount, even though I had provided proof as requested.
I find it completely unacceptable and insulting that a Best Buy store manager made such rude comments about me. I can only speculate whether he said those comments because of my age, gender, race, or some other factor, but either way, a comment such as the one he made has no place in a retail setting, especially from the mouth of a store manager.
It is disconcerting to me that even an employee would say that nothing could be done even if I filed a complaint. How can Best Buy not hold its store managers and employees accountable for the way they treat and speak to customers? Regretfully, I will never return to that Best Buy store and am considering never stepping foot into a Best Buy again. Hopefully, you can take this information and use it to provide a better customer experience.

Hello ahu,
I was very shocked and disappointed to read about your experience at the Pasadena store. This does not in any way approach the kind of stellar level of service to which we aspire! There is never a circumstance where it is appropriate or acceptable for our store representatives or managers to be anything but respectful when you visit our stores. I'd like to offer my personal apology for your having had to endure such unprofessional behavior.
Despite the poor performance of the manager in question, were you able to get the information you needed and complete the purchase that you intended to make? Did you happen to note the first name of the manager? In any event, I will be forwarding your remarks to the store's general manager so that he or she is aware of what occurred and can take the necessary steps to ensure that it doesn't happen again and that your next visit to this store provides for a better experience.
I'm very grateful that you brought your situation to my attention.
Sincerely,
John|Social Media Specialist | Best Buy® Corporate
Private Message

File your Complaints with the FTC and FCC!

I have filed complaints with the FCC and the FTC online. Verizon has been deceptive in implementing the new policy change regarding unlimited data. Verizon needs to be above board with this issue and stop trying to trick everyone who assumes they are "grandfathered in" with their unlimited data. File your complaints today!

What has been deceptive about it? If you purchase a subsidized phone, you will lose your unlimited data. If you migrate to the Share Everything plan, you will lose your unlimited data.
Seems to be pretty straight forward.
If you continue on your current plan with the same phone, you ARE grandfathered in and will continue to get your unlimited data. If you purchase a new phone at full retail or activate a phone from another source, you ARE grandfathered in and will continue to get your unlimited data. Both of these could change in the future, though. Contrary to popular belief, being grandfathered in does not mean FOREVER. As of right now, this is the case, though.

How do I file a complaint about horrible, incompetent and negligent customer service?

I might sound super rambling but I am very frustrated and just tired of explaining the situation over and over and over.
On Wednesday, January 21st, I got a call from Verizon Loyalty Department about a "promotion", which I get $25 credit on each line if I upgrade with edge plan. I wasn't sure what phone to change, so I asked them to call me back on Friday. They called me on Thursday, but I couldn't get the call, so I called them on Friday and talked to the customer service. I wasn't still sure about the upgrades, so I asked them about the upgrades with $25 credit would still apply several weeks later if I decide to upgrade, the first representative whom I've talked to looked at my plan and said something like, "Yes, that is absolutely possible. I was looking through your plan, and since you are a loyal customer and ended your 2 year contract with us, I can give you $25 off on your each line. I asked them would I still get the $25 credit for each line when I upgrade to edge plan. He said yes because the $25 off that he is giving me is for the monthly charge and the edge plan $25 credit was for the equipment charges. So Month to Month $25 off was applied on the Jan 24th, and activated on 29th.
After I finally decided to upgrade my phone, I called Verizon customer service the next week. I do not recall the exact day but on 28th or 29th I called to upgrade it, and the second representative also assured me that the credits were going to happen, and then he offered me to bump down my data to 6 gb from 8 gb to save money because I use less then 6 gb each month. I bumped down to 6gb loyalty plan so I was only paying $60 per month instead of $70 per month. The representative told me I would be only paying around $120 per month. I forgot to ask my sister what phone she wanted to change, so I didn't upgrade it right a way. So only the data plan changed on that day.
I was extremely busy with my work for few weeks, and I finally called again to upgrade it, the third representative told me different old me that the previous representative was wrong about giving me another $25 credit when I upgrade with edge plan. So I ended up upgrading both of my lines with $25 credit on each line plus $60 for 6gb data. But she said I would be still paying less then what I normally pay, which is around $183. I upgraded and took me few days to receive my phone. I checked my bill and it was showing different than what I was told. I called again and explain all this thing again and the lady adjusted my data plan - 6gb loyalty plan for $50. She said she doesn't know what other representative was doing, but this will fix that I would only pay around $150-160 per month. After I got my phone, I called verizon to activate my phone (I don't really remember it was before or after, I just talked to them too many times and they have changed my promotions and plans too many times in very short time). He also confirmed $25 credit off for each line, but there was one time tax fee that none of the representative has mentioned while I asked bunch of questions about the upgrading fee and how much it would cost on the first month and etc.)
After all of that happened, I was settled and didn't think about the payment until I got $290 with only $15 credit on my bill. I called again and asked what happened and the representative told me she doesn't know why this happened and why the previous representatives told you something that weren't true. and I had to go through the explanation again. She said she fixed it and everything was taken care of.
I checked my bill today. My plan was changed to $90 for 6gb and I was paying $30 more than I originally paying which was around $180 and $50 more than I was supposed to pay. I called the representative today, explained the previous situation and asked why this happened. Basically he told me that all the previous representatives were lying to me. Are you kidding me? They were lying to me? How am I suppose to know if he wasn't "lying" to me? He said only thing he can do is change back to my original plan and amount, and I would pay $6 more than what I used to pay which was about $183.. I asked me if I would get the the 8gb back. He told me that isn't possible. The change did not happen so far. I am tired of calling verizon and more tired of getting different answers from different representative.
I am seriously concerning about changing my service to different carrier. I have to call the verizon every single month when there is a change in my plan. If they were really lying about the promotion and plan just to sell more service, they should be suspended or fired or something, and I need my money back for overcharged fee and need some kind of compensation for my wasted time and stress I got from this.

Okay. You are just missing the whole point, and I am not saying anything after this. I did go to the website to read about the edge plan after I got a call from the loyalty department. I asked the questions on some parts I didn't understand (or was confused of) to the representatives. But my main question was whether I was getting $25 credit and in what conditions. They all answered differently to the same question. (My original question - Do I get the $25 credit with edge plan?- One rep. offered me that month to month $25 off before my upgrade. Other rep. confirmed $25 off plus $25 credit with edge and offered bumping down data plan to save extra money. Another rep denied $25 off plus $25 credit with edge but confirmed decrease in my monthly payment by bumping down the data plan. Other rep denied both. You see what I am talking about? I asked one question to begin with: am I getting the $25 credit with edge upgrade plan - and they are the one who offered me different promotions and offers)
I also left the part that I actually went to the website and 'researched' the different plans that all the representatives were talking about after I hung up on the phone each time. I joined the forum today because I wanted to know where and how I could file the complaints on verizon customer service after today's call. I should have been more clear on what I was asking, but I thought I was clear enough on my title "How do I file a complaint...?" Yes I am angry at the fact I didn't get what I thought I was getting, but I am more frustrated the fact every single time I talked to the customer service I get an answer from the rep. I am on the phone, saying "Previous representative you've talked were wrong about this," or "They were lying." The representative, then, would fix my issue, but I would still get the conflicted bills. Don't I suppose to call the customer service to fix it? What's the customer service for if it's not for that?

Who do I contact to file a complaint about wifi on my new IPhone5 and poor customer service at the Apple Store in Leawood, KS

I am having problems connecting to wifi at home with my new IPhone 5. I got it replaced today at the Apple Store after dealing with a rude customer service person yesterday and today. They simply would not listen to me explain all the troubleshooting I have done. I also have an Apple Airport Extreme base station router, Macbook Air, two IPads, IMac and my husband's IPhone 5 on this wifi system with no problems. After talking to Apple Care yesterday, they told me to go to the store today to exchange my phone. The customer service person argued with me that I would have the same problems even if I exchanged the phone. This has been a very frustrating experience and after being a loyal "Apple" geek for many years, I'm seriously thinking about returning my IPhone 5 and getting a Samsung Galaxy S3! This is totally unacceptable! Tech support at Apple Care was great yesterday and that person actually listened to me unlike the two individuals at the Apple Store in Leawood, KS. How do I file a complaint about the hassles at the Apple Store?

Talk to the store manager.
Regards.

Trying to file a complaint...

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