Upgrade problems and really bad customer service

Hi all,
I have recently had our exhance upgraded to allow me to get ADSL 2+, so after lots and lots of phone calls as nobody seems to know what anyone is doing in the call center, I finally got through to someone who said I would have to upgrade my package so that when the order went though I would be plugged into the new equipment.  Great I thought, so i went ahead and the order was made, activation date was a week later so I just waited, looking forward to my new speeds.  Activation day came and passed, so phoned them up only for the first person to tell me I had to wait another 48hrs but would not give me any explanation.  I wasnt happy with this so I rang again an hour later, obviously got a different person and he said he had phoned the wholesale department and the issue was that they had a problem with there order system which had now just been sorted and that I would be switched on in 48 hours.
I waited 36hours, then thought I would just ring up make sure everything was on track as I had a bad feeling at this point.  This time the operator put me on hold for 10 mins whilst he phoned the relevant people.  He came back and told me that the exchange equipment was all full and that they couldnt upgrade me just yet until they get a free slot.  I did point out that this was totally different information I had been given several times before, also I bet if i was a new customrer I would get connected on time (even though there are no slots).  Again he said I would just have to sit and wait.
I find this attitude to be atrocious, telling a customer they have to sit and wait and maybe it will get done, maybe it wont.  As well as constantly getting different information.  Im sure If I rang up again now I would get a different story again.  Can anyone please advise me on what to do next, Im tired of ringing up and getting different information all the time, If I didnt have 10 months left on my contract I would just leave, even though there must be some breach of contract here, Im just not sure.
Thanks

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    "I'm sorry we wasted two weeks of your time leading you to believe we had a solution. Actually, there is no Verizon Correspondence Department, there is no special access form, and no tech will be calling you back. Furthermore, I will not allow you to use our unit because the previous owner hasn't filled out Release Form 27B stroke 6. For all I know it might have been stolen. Perhaps by you? I guess we'll never know for sure, because I won't contact the owner for any reason. In fact, there is nothing I can do to help you whatsoever. But if you like, feel free to throw our network adapter in a landfill. Thank you and have a nice day."
    OK Michelle, here's the deal. I don't even WANT this doohickey. You see, all I want is for my phone to work. That's why I am calling you. To get THIS piece of your equipment working, at my expense, so that I can continue to be a Verizon customer. Seems like I'm doing my part. Why is this so difficult?
    "Sorry"
    Lesson of the story? DON'T BE A MICHELLE. If a customer is in trouble and you can't solve his/her problem, contact a supervisor and work out an alternative. In my example, perhaps Verizon could have provided me with an "official" VWNE? At a discount? Or have a technician sent out to examine the signal? Really, *anything* is better than being brushed off. After being brushed off.
    After being brushed off.

    Follow up: I acquired another VWNE from a local seller, just in case he had to be contacted for the Nuclear Priority Phone Release Code (geez). Ironically, it wasn't necessary, because said fellow had already left Verizon after too many negative customer service issues. Oops.
    The good news is that Verizon was able to properly activate the second unit. I was connected to a VWNE tech named Bertha who was VERY helpful and treated me like a human being. Which made all the difference and restored my faith in humanity. I requested that my story be relayed to upper management so that the hordes of secondhand VWNE buyers wouldn't also get burned by Verizon's "hands off and look elsewhere" policy. Bingo. Finally. Done.
    Epilogue: Until Verizon eases up on their needlessly stringent policy, beware the unchecked VWNE! Be sure to get the MAC code and check it with a local store/tech support before buying it.

  • Bad customer service and warranty question.

    I called a couple days ago to see if could get my lcd bezel fixed, since it just started to crack and the bottom (basically the back of the lid when it's close)  for no reason at all. if i dropped it or did something to break it, i wouldn;t even bother calling. but it just started doing this naturally so i;m worried that there might be a bigger problem. i didn't think it was a big deal, and i do have a warrenty for a reason, so i thought i might get it fixed before it runs out and the problem gets worse.
    To be clear, i have the warranty that came with the machine. I called Lenovo expecting the same great service, but i got something completely different. I explained my problem and the women just started speaking at a really loud voice "it's going to cost you $995 to get it fixed, Do you still want to do that" I told her that i thought that my machine is still under warranty and she told me that is not covered.
    Since i have my thinkvantage tool open to get the model number and everything, i can see that i have 60+ days left. so i told her that and she comes back with "let me check your warranty." I'm a very patient person and rarely get mad, but at this point i was kind of confused and mad that she would just give me an answer without checking. she told me that i was not covered with accidental damage and i don't think i am.  But when i told her that the damage is not by accident, she got very defensive and told me a lot of stuff i couldn't make out. such as "it will still cost you 995 dollars and it would just be a waste of time to send in your machine and get it sent back. and that all damage plastic wise, will count as accidental damange and if there is no damage, they send it back, it;s still gonna cost 995 dollars.  This is all i could understand, since she was being loud and her voiced cracked over the phone.
    To replace a piece of pastic should not cost anywhere near 995 with or without warranty
    so i guess after complaning for this long, here is the real question.
    Is that true, that the warranty that you get when you buy a machine does not cover plastic damage because it would be part of accidental and you do not get accidental protection when you buy the machine, even when the damage was not the result of an accident. this is not even a week after they replaced my power adapter and HDD.
    I do plan to call back, but wanted to see if i can get a straight forward answer before i do.
    Thanks

    Escalate your complaint to the customer service satisfaction officer. 
    There is no warranty agreement in your warranty booklet, which explicitly states that case or plastics fitting is not covered. In such cases, one should assume that it is covered, provided that you did not damage the part yourself.
    Regards,
    Jin Li
    May this year, be the year of 'DO'!
    I am a volunteer, and not a paid staff of Lenovo or Microsoft

  • Criminally bad customer service and unethical contracts

    I initiated my service with Verizon in April 2012. I was forced to move from my apartment a few months ago and my new roommates already had internet/TV so I opted to simply cancel my service. I figured there was only 4-5 months remaining on the agreement, so I'd just pay the ETF on that and resume service again down the road.
    Instead, I'm being told that a package change I made about a year ago re-upped the contract that I was already under which added another 12 months or so to the ETF and my final bill over $200. I called to dispute this, because I was never informed of this extension when I upgraded, and the customer service representative agreed - submitting for an $80 credit last week. I check my bill again today and the credit has not gone through. I call Verizon and they inform me the adjustment was denied during an audit. Nobody called, nobody emailed, nobody texted to explain this to me. I had to find out on my own. I spoke with a supervisor who advised me that there who informed me that the charge is valid and he would not re-submit for credit. He, like the rep before him, was pretty apathetic to my situation and pretty much tried to brush me off.
    Here's my thing... I didn't agree to this contract. I didn't authorize this contract. How is it even legal to re-up a contract while you're barely already under one... let alone how is it ethical to do so? I explained in as simple of terms - either you can re-authorize this contract which will take some of the bad taste out of this experience for me, at which time I will pay the bill promptly, salvaging the possibility that I might return to your company in the future.... OR you can continue disrespecting me as a customer, insist on this extortion of a charge, at which point I will just let it go to collections and settle with the agency for a smaller balance anyway, and take my business to your competitors while bad mouthing your company for the unbelievably terrible customer service I've experienced thus far.
    You're a big company, and losing one customer won't break you. I'm simply giving you the choice. Is it smarter to take $120 today or lose $200 (plus hundreds of dollars in future business) tomorrow? What is a customer worth to you?

    Your issue has been escalated to a Verizon agent. Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board. you will find a link to the private board where you and the agent may exchange information.
    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".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.
    If a forum member gives an answer you like, give them the Kudos they deserve. If a member gives you the answer to your question, mark the answer that solved your issue as the accepted solution.

  • Bad customer service, and misinformation

    This first started when my old phone went out and I went to the local store. The customer service representative was downright rude and basically telling me what I was going to get . Online I was eligible for a phone with no down payment provided I agreed to a two year contract. I was fine by this, considering I had done the next plan,and even though my old phone was paid off, I was still paying the fee for the next plan. The customer service rep informed me that he would not do a contract, that I needed the next plan at 36 months ,and this is cheaper than a 2 year contract. He also told me that I would have to do the online deal for an in store pick up, which I did. My order for in store was canceled by an unnamed in store associate, and shipped from the local store I had problems with to my house. Got the phone, the grievances don't end there. We were told that I would be charged a one time fee of $40 dollars, it was noted for our account, not only did one person tell us about that one time fee ,but 3. I get a text saying it's going to be a $40 fee every month, and that this is also a penalty fee for going with a contract. At no point, from anyone, was there any mention of penalties for a contract until today. I asked if I could just switch it to the next plan to avoid these penalties, since I can decide to change that within 15 days if I am not happy. I am told that I can not change it to the next plan, and if I do switch, I have to pay the entire price for the phone, pay the monthly fee for said phone for the next plan, send said phone back, request same phone again for the next plan. Why would I have to pay full price, the entire price of the phone, and still pay the lease price for the next plan for 24 plus months? That would mean that you get double the money out of me and I pay the price of two phones for one. Why would you not include, or tell your customers that if they decide to go with the two year contract, you're going to charge a penalty? Why would you mislead, make note of on the account, and tell customers that this is a $40 one time fee, and then they get a text saying it's monthly, and when called you don't honor what has been noted to the customer. I have been with you guys for 8 years. Verizon ,and Sprint are willing to buy out my contract, let me get another phone of my choice with an identical plan, except with unlimited data, for $100 dollars cheaper. And instead of trying to resolve the entire problem starting with in store customer service, your rep tells me to go to another store, the see the notation of what I was told on my account, and says sorry they can't help me, and good luck with my new carrier should I choose to go to them.
    I think I should choose to go with them, and I should choose to contact the BBB about customer service, misleading and with held information, and not honoring a contract, and notation of said contract.

    http://www.att.com/shop/wireless/data-plans.html
    I included a link to the information on the mobile share plan, Next financing and 2 year, contract subsIdy plan.
    It is apparent you do not understand how it works and how you have been paying for your phone all along.
    All customer must chose how to pay for their phone, either 2 year contract or Next financing. No matter which you chose, you end up paying about the same for the phones.
    If you chose 2 year contract, you pay a one time upgrade fee of $40, lose the line discount you got for using Next. ( Your line fee has always been $40, the discount shows on previous bills )
    You pay for a data allotment.
    You pay communication taxes.
    FYI, Verizon will not give you unlimited data. Verizon has an almost identicle plan to ATT. Including an upgrade fee, $40 line fee, Edge = Next. Read the fine print on Sprint, it is not unlimited because it is very throttled.

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