Utilities Retail - Customer Services
I am beginning a business case about Financial and Process Improvements by using SAP CRM to Manage Utilities Customer Field Services (Connections and Disconnections, maintenance, Help Desk, etc).
I am looking for bechmarks in this area. If you know sources or have some information about, please let me know.
Thanks in advance,
Claudio Elsas
Dear Claudio,
To help you understand the business value of SAP for Utilities, the functionalities of using CRM in SAP Utilities we would recommend to you to participate into one of SAP Utilities courses. Starting 1st March 2010 in Brussels, SAP Belgium Education will organize all ISU courses. As most courses are only available in Brussel, we recommend to have a look at the programme
Hva a look at the Course Finder http://www.sap.com/belux/education - Simply type IUT in course finder.
Feel free to contact SAP Belgium Education and ask the SAP for Utilities training program
Similar Messages
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How can i complain the customer service of the retail store?
how can i complain the customer service provided from the apple retail store? i really feel disappointed with that!
Talk to the store's manager.
Apple Store Customer Service at 1-800-676-2775 or visit online Help for more information.
To contact product and tech support: Contacting Apple for support and service - this includes
international calling numbers.. -
Worst Customer Service of any Retailer - BAD BAD BAD
BOYCOTT BEST BUY. They would not let me exchange a $30 item because it had been 16 days since purchase and I had bought two Macbook Pro's in the past year (over $3000.00). Save yourself a headache and buy where a retailer appreciates your business and treats the customer with respect. I was disrespected. The mount for the GPS unit would not work in my car and they were saying nothing was wrong because the BB guy could make it adhere to the smooth glass surface on the windows. It was very demeaning, disrespectful, and downright bad business. BAD BAD BAD.
Hello gwardlaw,
We recognize that there are times when a device doesn’t meet someone’s level of expectations, and it’s one reason why we have our 15-day Return and Exchange Promise. As we want you to be able to take advantage of this and make you aware of it, we post this policy at our checkout lanes, the customer service counter, our website, and on your receipt.
While we certainly want to consider solutions that make sense for both parties involved, we are not able to accommodate all requests made. Regardless, this doesn’t explain the reported uncaring nature of our store team though. Our employees should always be kind and courteous, even if we are unable to accommodate a customer’s wish. I’m disappointed to hear that this wasn’t the case, and I’m sorry if we made you feel disrespected in any way.
Please know I cannot guarantee you a different outcome; however, I’d appreciate the opportunity to see what options we may have available to us from here. In order for me to do this, please send me a private message with as much of the following information as possible.
Customer Service Pin (found towards the middle of your receipt):
Store location visited:
Name(s) of associate(s) or manager(s) you worked with:
You may send me this private message by logging into the forum and clicking on the button included in my signature below.
I hope to hear from you soon,
Alex|Social Media Specialist | Best Buy® Corporate
Private Message -
Why are there no available customer service links for complaints about retail stores?
Having received appealing service in Meadowhall branch yesterday I can find no links for a general Customer Services and having spoken on chat to a representative the ONLY solution appears to be dealing with store direct. This hardly seems appropriate seen as though it happened in store and I would like to bring this to the attention of somebody higher. The Store Manager can not be the final say in all things Apple.
Does anybody have any ideas?In addition to diesel's pointer to the bottom of the page, see the following:
http://www.apple.com/contact -
Customer Service is a real joke!
I quite possibly could be cancelling my service with Verizon.
I've had issues in the past with receiving damaged "certified like new" replacements, but never with a new phone.
July 15th I placed an order over the phone for 2 Droid X's after checking one out in the store, one for myself and one for my fiancee at full retail pricing. I was told by the rep that these phones were in stock at the moment and were shipping Overnight and that I would receive them on July 17th. However that was not the case and I had to repeatedly call to get a tracking number. ( I was never sent a receipt or tracking number at any time ) I only got a receipt when the phones came on the 21st.
However, Verizon did not wait one bit on the withdraw from my bank account as that cleared 1 day later.
Once receving the phones I noticed that the buttons on the bottom of my phone were very loose and the back / search button were getting stuck when I pressed them I notified Verizon of this issue on July 26th and was told I was being sent out a brand new phone with Overnight shipping no charge because I will be returning the original one( ship on 7/27 and receive on 7/28 ) However, this was not the case either as the phone did not ship until 7/30 with 2 day fedex. I just received the phone today 8/ and after looking at it, it's worse then the current one I have, Extremely Loose.
I once again contacted customer service to get a ANOTHER one sent out. Except now they want to place a $428 charge on my account for another one until I return BOTH my original and the new one they sent out to me. I am shipping the new one out tomorrow morning and they should have it by thursday at max. BUT I have to have a $428 charge placed on my account. Now, I would normally not be worried about this except I was told that another Droid X will not ship til AT LEAST 8/18 ( Another half of a frickin month ) and my bill is due 8/20. So if I do not receive this phone by then I will be forced to pay an upwards of $600+ for this month's bill when I dont even have the new phone PLUS have to worry about the refund process to my bank account.
This is unacceptable, I have a house payment, 2 car payments, etc to worry about then a possible $600+ phone bill.
On a side note, I love how Verizon warehouses ship out their phones by just tossing 1 bubble bag and the phone in the box. Great shipping there!I hear ya!!!!!! I thought it was just me that thought the customer service suck. I have a storm 2 that was to be replaced and they sent me a storm 1 I called and asked what model of phone was on the line that they were replacing and they said storm 2 my next question was so why did i get a storm 1. I still wondering how they pick and choose who get the updates for the new droid x first? what a mess. I always choose to be survey after every service call so I can let them know i was not happy about the service i was given. I called today and asked about the update and the guy told me to do *228 to get the update LOL what a retard. I almost like you about to tell Verizon to take a hike. The iphone might be bad for reception but i bet they have better customer service.
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My experience in Toshibas product and customer services
Just a warning to people who may be considering purchasing a Qosmio based on my own experiences and the research I have done in the last week.
Toshibas customer service is simply not what it once was and there are 100s of reports of Qosmios of all generations suffering extreme issues just outside of warranty periods.
Ref: Toshiba Qosmio X500-149, Support call reference ********
I am writing to express my frustration, anger and disappointment in Toshibas product and customer services.
I am a Freelance Community Manager, Video Game and hardware reviewer in the video games industry presently looking after 2 communities for 2 employers totalling over 2.5m users, I travel to a lot of trade shows, expos and community meet and greets where I require a laptop suitable of showing the employers products which are usually AAA video games or editing video on the fly for publication to social networking sites.
In January of 2011 my 4 year old Alienware hit that point where it really needed replaced, I opted for a Toshiba Qosmio over the Asus G73 as there was a 300 price difference for near identical spec.
I managed to source a X500-149 at PCWorld the companies flagship model here in the UK paying 1499 for it on January 26th 2011 reduced from 1799.
For the 1st 13 month this laptop performed admirably aside a design issue of the fan guards that I raised on the 16th May 2011 with PCWorld where the heat expelled causes the rear guard plastics to become exceptionally brittle and crack. I evangelised the product to anyone who asked me what laptop and model it was that was running these AAA games in such great detail, something I certainly won't be doing in future.
In early March 2012 it then began randomly locking up requiring a hard reboot this would then suffer issues restarting, reporting Operating system could not be found this would usually point to a fault on the primary HD, disk checking software however reported no errors but this continued to happen which would lead me to suspect the motherboard.
Within a month of this problem starting the left laptop fan began making a horrible screeching noise and had a distinct wobble whenever high RPM's were required and the machine began to often go into thermal shut-down whilst performing my work duties and utilising graphics and higher than idle CPU.
I decided on the 23rd April 2012 that enough was enough and I was going to speak to Toshiba as for this to happen to a flagship laptop that was only just out of warranty was simply unacceptable.
23rd April called to report the issue and was basically told tough luck its out of warranty at this point I also updated my tel numbers with Toshiba as the info was outdated, after expressing my anger at this Toshiba agreed to offer me a extended warranty at a cost of 166.
I was fuming to say the least Toshibas flagship laptop breaks at 14 month old and I am expected to stump up more money. If I was not desperate as the machine is critical to my work I would have returned the machine to PCWorld under the sales of goods act and it not being fit for purpose.
As that course of action would likely lead to legal proceedings, engineer reports and even more delay than just dealing with Toshiba for a repair, against my better judgement I called back at 11am on 24th April paid the 166 and took Toshiba up on the warranty extension, order number ********** again having to provide correct tel numbers as where once again incorrect, immediately after I reported the faults.
Toshiba Support centre on fault reporting where great noting each issue in detail and raised a collection with UPS for the following day.
The evening of the 24th April whilst I was retrieving data from the laptop in preparation for factory resetting it the machine went into thermal shut-down with a very distinct smell of burning chemical/plastic coming from the rear vents.
It took me over 90 minutes to get the machine cool enough to actually reboot and get my data after this I shut it back down and boxed it up not be used again.
I thought the best course of action would be to report this as it was a fair step up from the previous overheating. Wednesday 25th April at around 9am I called Toshiba to report this and was advised this would have to be dealt with by a head office case manager, as the item had become hazardous thus the collection that would take the laptop to the service centre was cancelled.
At this stage the advisor took my contact numbers again and escalated the case to head office advising at that time that I would be called by HO within 24 hrs.
Thursday 26th April 15:31 Well past the 24 hr mark and no sign of a call so I called support again and spoke to a advisor called Jacob. Jacob advise that HO had indeed tried calling on 01670 ******* this number was my old number, this number was the number I had advised twice already was incorrect and had provided both a correct land-line and mobile number 3 times previously. To say I was annoyed was a understatement.
Jacob attempted to contact Chloe Sontag who was looking after my case but the line just rang out so Jacob advised that he had sent an email asking for Chloe to contact myself.
Friday came and still no contact by 15:00 so I called support who once again tried to patch me to Chloe who's number once again just rang out and again an email was sent asking to call me.
No call by 17:30 so I called tech support again and spoke to Ian asking for head offices number so I could call them direct, Ian provided the number yet advised that HO are now closed.
After expressing my frustration with this whole process and just how critical this machine is to my daily working life Ian promised to look into the case on Monday AM and try and expedite actually getting a phone call to at least start the process of having this laptop repaired.
To say I'm annoyed is really a understatement not only has this failure to receive a simple phone call at least delayed the repair by almost a week but it is costing me more and money daily when I spent a large amount on what I imagined would be a great laptop for 3-4 years and believed Toshiba actually had good customer service in the event something did happen.
My best guess is that Chloe is on holiday or is part time or such like as her phone just rings out and if that is the case then I would question why assign a case to her, if she isn't then I would want to know why after 2 additional mails advising that the customer is not happy and to contact them has there been no contact or are your case workers just so overworked with faulty products that they can't manage the workload ??
So far Toshibas inability to produce a product that last as long as you expect it would has cost me 2 days off work that I am having to make up this weekend thus cancelling prior commitments, 166 extended warranty 600 for a HP laptop that I had to go and purchase yesterday 27th April 2012 to actually perform my work on and who knows how much in phone calls by the time this matter will finally be resolved.
I was happy with Toshiba as a manufacturer and of course laptops can have issues however having now researched these issues far to many Qosmio X500 users report severe overheating just after the 12 month period or within it and many state that repair after repair has taken place but still to no avail, this on top of the cracking of the rear heat-sink guards has to be a design fault.
This letter will not arrive with you before I have hopefully had a phone call and my laptop has at least been collected for repair, If I have not had that phone call then I would expect another letter very shortly.
Why have I wrote this letter ? To express my disappointment with just how poor the durability of your flagship laptop is and also at just how poor your customer service are, 1500 is a lot of money in the PC purchasing scheme of things and to expect this quality of hardware and customer service is simply unacceptable.
I expect the repair to be expedited and if like some of the horror storys I have read online parts required will take 4 weeks + then I would expect a replacement laptop, not everyone uses these things for entertainment and whilst the HP I had to rush out and buy with money I didn't really have available can allow me to perform my core duties to the minimum it cannot allow me to perform my duties to my standards, my employers standards or my expectant communities standards.
This has been a really unfortunate series of events as I had been considering the X870 Ivy Bridge based on the Nvidia 670m Qosmio which would release soon and passing this X500 onto my partner but after these events and the fact that the HP laptop had to come out of the money saved for it then I can categorically state that will not be the case and I will instead opt for the Asus G55 or G75.
If this issue cannot be resolved to a satisfactory manner then I will have no option but to seek an independent engineers report as well as printing the myriad of similar reports of these issues on the internet and return the item to PCWorld.
In line with the sale of goods act 1979 a large electrical item has to be of satisfactory quality and fit for purpose for a period of 6 years whilst I wouldn't expect the full 6 years from a laptop I would expect at least 3-4 year especially considering that this is a near 2000 flagship model not a 200 budget model.
This is a action I really do not want to take as it will likely end in small claims court against PCWorld a company that on this occasion has done nothing wrong, I do not believe in punishing those who are not at fault so its a action I really wouldn't be happy with and I'm sure PCWorld one of if not the largest vendor of Toshiba products when you incorporate the rest of the DSG group wouldn't be too pleased with it either.
FrustratinglySo I received my laptop back today after having fans replaced and a good clean as well as the top cover replaced.
Opened the box and took the laptop out 1st thing I noticed was a screw rattling around inside, SIGH!!!!
Plugged the laptop in and attempted to boot it at this point it just cycle through finalisation of windows install and shutdown.
How could a laptop have been tested if it didn't even have windows installed ?
An hour later and I gave up unplugged it and lo and behold it actually booted when on battery only.
I then noticed that the SSD was full, oh wait no it wasn't the head office engineer in his infinite wisdom decided that partitioning a 64GB SSD to 2 drives barely even leaving enough for Windows on the C: and wait for it putting the HDD recovery on the second partition was a good course of action.
So a completely borked install and a screw floating around inside remind me how this particular engineer has a job ??
I spent the next 15 minutes just moving data around and creating and deleting partiitions to fix this mess up.
Grabbed HWMonitor to check temps and at an idle 50c on CPU and 36c on GPU they didn't look too bad,
Installed the Toshiba recommended Nvidia driver a driver I hasten to add that was released in 2010 as Toshiba have not updated the drivers for their flagship series laptop since then, They are happy to take your 1643 that the unit cost but then don't expect support for it.
Anyway that aside I then installed 1 of the games I work on and began to run the machine through our benchmark software wooooosh the temps shot up to 90c+ on both CPU and GPU and remained at this temp for the duration of the benchmark never quite triggering thermal shutdown, I then loaded into a warzone for further testing and sure enough half way through it the machine shut down due to thermal shutdown.
I then uninstalled the toshiba driver and tried a NVidia one sure enough as others have advised actual Nvidia drivers seem worse and thermal shutdown came so much earlier.
I have been to PCWorld today to begin proceedings of returning outside of warranty due to not being fit for purpose or of suitable quality. This is costing me a further 60 and at least 2 weeks more without a proper machine and will likely result in me getting about 1300 back from PCWorld.
So lets do the math on just what this will have cost me by the time its finished.
1634 Original purchase
166 Extended Warranty
600 Backup Laptop whilst this was away for a month
60 outside of warranty assessment
50 phone calls
I will probably receive 1300 back but then 1300 doenst buy me the spec I need for work so I will have to pull out another 300-400 for the required spec so lets add that to the original figures.
A Toshiba Qosmio, Toshibas flagship laptop will have cost me in total 2910 almost double its actual retail price.
I will NEVER buy a Toshiba product again and it will become my lifes mission to let everyone know just how terrible they are. -
Open-box warranty customer service despair
Hi evrerybody,
I'm addressing you guys at the forums because I couldn't get a proper support from BestBuy customer service. They referred me to GeekSquad. GeekSquad referred me back to BestBuy customer service...
On 23rd of March I ordered an open-box excellent condition 15" macbook pro from BestBuy.com (Open-Box ID: {removed per forum guidelines}).
The product came with a minor scuff. But I wouldn't bother to go for a replacement at BestBuy store (It's too far away from where I live).
It also had 3 battery charging cycles. Another minor issue. I'm not sure whether it fits its excellent condition description.
When I checked my warranty status (Macbook's s/n: {removed per forum guidelines}) on apple website:
https://selfsolve.apple.com/agreementWarrantyDynamic.do?sn=C02P93U9G3QD&locale=en_IL&caller=sp
It states that the one-year warranty ends on 5th of March 2016 (18 days earlier than it should be from my date of purchase).
Disappointed from BestBuy customer service, I contacted AppleCare (Apple's warranty service) with BestBuy's proof of purchase. They said that it's an open-box product and:
Apple warranties start on the date of the first retail purchase. Our records show that the purchase date has already been established as March 6, 2015 with warranty coverage through March 5, 2016.
The laptop was probably powered-on by the first purchaser and they won't update my warranty status.
But... according to BestBuy.com:
http://www.bestbuy.com/site/global-promotions/open-box-products-details/pcmcat295500050005.c?id=pcmc...
It clearly states that: "The full manufacturer's warranty for an open-box product is the same as buying a factory-sealed product"
So... I don't have, as clearly promised on BestBuy website, 1 year warranty on my purchased product and I couldn't resolve this matter with neither Apple's support nor BestBuy support.
What do you advise?Hello azarim,
Purchasing an open box laptop should be a pleasant and exciting experience, especially as they are at a discount price! It is discouraging to find that your experience may have been less than what you would have hoped for from a device marked as in “excellent” condition.
I’m sorry to hear that you’ve had trouble receiving service through us, as well as Apple due to the different purchase dates. I can understand how frustrating and confusing this may be, as you seem to be receiving conflicting information regarding your manufacturer warranty from us and from the manufacturer.
Using the information you registered with the forum, I was sadly unable to locate the purchase of this MacBook Pro under your name. With that said, I am sending you a private message to gather further details surrounding this information. You may check your private messages by signing into the forum, then clicking the envelope icon in the top right corner of the page.
Respectfully,
Tasha|Social Media Specialist | Best Buy® Corporate
Private Message -
My email Conversation with Creative Customer Service Regarding MicroPhoto Rep
So I am having a problem with my MicroPhoto because it is goign to recovery mode and is not detected by P.C. (my original post, http://forums.creative.com/creativel...ssage.id=98326 )
Here is my conversation after sending in my info about my player
ME: Support Inquiry: ID(8) My MP3 player is not detected
Product: ZEN MicroPhoto
CCPP Certificate Number:
Serial Number:
Purchase Date: /9/2006
Operating System: Windows XP
Creative Model Number: DAP-MD0007
Computer Brand/Model:
Processor/CPU:
Memory:
BIOS Type/Revision:
System Board/Chipset:
Detailed Problem Description:
I am having a problem with my Zen MicroPhoto, it started to "freeze" on
the Creative Logo while booting up, so I went to the recovery mode and
used clean up and format all and when I booted up again it gave a
"firmware error" logo. So now when I boot it to gives me a weird
scramble of white dots on the screen and goes to the recovery mode. Now
my computer won't detect it and I downloaded multiple firmwares and they
wont detect it but the Creative Recovery Tool detects it but when it
says click "run" on each dialog boxes to continue, no dialog boxes
appear. It shows up in My Computer under "other" with the label Creative
Zen MicroPhoto with a 20mb capacity. Obviously something is wrong with
the firmware and I need help figuring out how to fix it. thanks.
CREATIVE: Dear Brian,
Thank you for using Creative's Email Support System. We appreciate the
opportunity to assist
you.
I understand from your emauil that you want to get an out of warranty
repair for your Zen MicroPhoto.
Based on the description of the issue you had provided, it sounds as if
the hard disk of your Zen MicroPhoto needs to be replaced. This costs $
$0. However, before we can issue you an RMA, we would also need the
following information from you:
Purchase Date:
Serial Number: (Please consult this picture to know where you can find
your serial number: http://ask.americas.creative.com/wwi..._micro_ser.gif)
Alternate color choice:
(Please note that the alternate color choice is only used to decrease
the turnaround time of your RMA if the unit must be replaced and the
color of your player is out of stock. If you only prefer to have the
same color that you sent in, please be sure to note this.)
I will issue you an RMA as soon as we receive the information that we
need. I apologize for the delay.
ME: $0? I can buy a new one for $50 more. I don't mean to seem like a know-it-all but I am strongly convinced it has a software or firmware error. I relize I have a few fields to fill in but I will worry about that later. It seems like all the people on the forum that have the same problem
CREATIVE: Hi Brian,
Thanks for choosing Creative!
I understand you are concerned that your Zen MicroPhoto may have a
firmware problem because it gave you a firmware problem error. Sorry
for the confusion.
Your player most likely does have a firmware problem, but the constant
freezing also indicates a hard disk problem, which will cost $0 to
replace. If the firmware is the only problem, then the cost will only
be $25.
I recommend considering the new Zen 8GB player. It also includes a
color screen but will also play videos and contains solid state memory
instead of a hard dri've, so you don't have to worry about internal
moving parts wearing out as with the MicroPhoto: http://us.creative.com/products/prod...=&product=6999
If you would still like to arrange out of warranty service for your
MicroPhoto, click here: http://us.creative.com/onlinerma/
I hope this hel
ps.
Thanks for choosing Creative!
Best Regards,
Technical Support
Creative Labs Americas
ME: It doesn't freeze anymore. It only froze when it first got a problem. So when it continued to freeze, I used the clean up and format option in the recovery mode. After I did that it just goes right to the recovery menu.
I would be willing to pay $25 for a fix but not $0. Would it be possible to arrange it so it could be looked at and fixed but only if it is a firmware problem? If it is a hard dri've problem, I would just want it sent back.
Thanks for the help.
CREATIVE: Dear Brian,
Thank you for contacting Creative Technical Support. I understand that
your Zen MicroPhoto was displaying a Firmware Error and now only boots
into the recovery mode. We appreciate the opportunity to assist you
today.
This indicates that the firmware was corrupted and deleted from the
player. The recovery mode is the only place for the player to boot into
now that the firmware is lost. The only way to correct the issue at this
point, would be to reload the firmware.
I see in your previous messages that the player was not properly
detected by your computer or the recovery tool. If this is the case, the
player must be sent in for service and can not be resolved at home.
Here are the last steps you can try before sending the player in:
. If you would like to try one more time to reload the firmware, please
first enter a cleanboot of Windows. This will disable certain background
applications that may be interfering with the installation of your
software. Please click the link below for detailed instructions:
http://us.creative.com/support/kb/ar...p?l=3&sid=6738
2. Next, try the firmware update once more. For detailed instructions
and the proper download, please click the link below:
http://us.creative.com/support/kb/ar...p?l=3&sid=4789
Failing this, you can click the link below to set up the RMA online with
our new online RMA submission form:
http://us.creative.com/onlinerma
Please let us know if you have any other concerns or questions.
Best Regards,
Technical Support
Creative Labs Americas
ME: Is it O.K. that I don't know my exact date of purchase? Can I put a rough date or does it matter?
I would like to send my player is to get fixed but under a few conditions that you can assure me will be followed.
. The hard dri've will WILL NOT be replaced and I WILL NOT be charged $0.
2. I will be contacted before anything you replace that will cost me more than the original $25 fee.
Is this alright? email me back.
I appreciate your help, thanks.
CREATIVE: Dear Brian,
Thank you for contacting Creative E-mail Support.
I understand you have some questions regarding your products warranty
coverage, and the RMA process.
In order for the product to be considered under warranty you will have
to supply a copy of the original retail sales receipt with the date of
purchase, product purchased and the place it was purchased from. If
the product is sent in without a copy of a original retail sales receipt
with that information the product will be deemed out of warranty. The
minimum out of warranty fee is 25. USD which only reflects labor cost.
In the event that a part needs to be replaced there will be additional
parts fees based on the problem you have described the Hard dri've your
Zen MicroPhoto will likely need to be replaced the cost for hard dri've
replacement out of warranty is 0. USD for your product. This price
reflects parts and labor. It is recommended that you send a check or
money order for the full amount with your Zen MicroPhoto. In the event
that you do not send a check or money order for the out of warranty fees
a Creative Representati've will e-mail you to arrange payment prior to
making any repairs or replacing the player. In the event you do not pay
the out of warranty cost the player will be dispositioned by the RMA
department.
Let us know if you have any additional questions or concerns.
If you still require assistance, please reply to this email with any
previous correspondence to ensure the quickest and most accurate
service.
Best Regards,
Technical Support
Creative Labs Americas
So basically, if I send in my player I will pretty much be charged $0...which is pointless because there is no way I am paying that.
I stumbled upon this is site http://www.zenrepair.com/Zen/index.jsp and I may consider trying them. What do you guys think about Creatives service?
Has anyone ever heard of or tried that Zen service site before?
*Please remove the names of our advisors before posting support emails. Dale-CLMessage Edited by Dale-CL on 09-23-2007 :06 AMHi,
I am trying to get Adobe to rerelease the software and registration number for my CS4 suite but my email & ID has changed from [email protected] to [email protected] for some reason the ID link now says I am in the US not Australia. I get the same message:
To change your country, contact Customer Service.
But that has not been possible online.
Do you have an email contact for them please?
I only want the dreamweaver and adobe pdf creator & editing software but the links on US site don't work either.
I already paid for the whole suite a few years back so don't want to pay again after I had to replace a HDD in a windows 7 machine.
So do I send a letter via Australia Post to:
Adobe Systems Pty. Ltd.
Tower 2, Level 27
201 Sussex Street
Sydney, NSW 2000
Australia
Tel: +61 2 9778 4100
or how about technology that was 300+ years old and FAX'em
Fax: +61 2 9778 4190
Surely email is not too much to ask??? -
Verizon Customer Service - Impersonal, scripted, unhelpful.
This email correspondence began because this is the 2nd time in 4 years that my service as degraded at my house for some unknown reason and in both cases, Verizon has been unwilling to do anything to help resolve that situation. I had good coverage in both of these locations initially but then something happened on Verizon's end that degraded the service. This is my attempt at getting some kind of resolution.
I'm not sure of this but in my current location, 4g service seems to be just fine but I have a 3g phone and have no need to upgrade to 4g and I don't want to be forced to have to upgrade two handsets just because the 3g service is degraded. Could this be on purpose? According to Verizon 3g and 4g should be the same.
By the way, my repeated request for escalation to upper management was ignored.
In any case, I'm posting this so others can see that VZW is a mail order phone company that has no personal interest in customer communication. Customer service is entirely script driven as you will see by the over use of "I'm delighted to help you" "I'm deeply sorry for...". This is not at all sincere as VZW was delighted to close the call without a resolution and happy for me to take a survey because they are "always looking to provide a better experience for our customers".
Perhaps other carriers are just as bad, but after 4 years of being treated like the lucky person who gets to use VZW, I'm going to find out first hand by moving to another carrier in July when my contract expires.
I'm sure some will see this as simply an unreasonable customer demand being handled by skilled customer service reps... until you call with a legitimate complaint. Then you will understand.
My original message Sent: Sun Feb 12 03:41:19 MST 2012:
Message Body: Please forward this email to someone in upper management. I have been a customer for 4yrs and have been paying nearly $200/mo for phone coverage and have HAD to upgrade my phones several times in order to try to get better service. Since 2010 I have had very poor phone performance and had to buy a network extender (non 3g) in August of 2010 just to receive phone calls in an area that was supposed to have good coverage. I found out only 2months later a 3g version of the network extender had been released. I was told there was NO 3g network extender when I purchased the one I did. I can't imagine no one at Verizon knew this. Last year, I have moved to another location and finally freed myself of the Network Extender until about 4 months ago when the service began to degrade. I was told by CSR I 'should' have good connectivity. The service has become so poor now that I often see missed calls, and voice mails when the phone never rang. I drug out the old network extender just to be able to receive calls again and I found I can no longer receive MMS texts. After calling CS I found it's because it is not 3g and was advised to upgrade to a 4G phone. My wifes' contract ends in July 2012 and mine has already expired.
I'm growing weary of this dance with Upgrade-degraded service service loop. My phones are 3G. I am happy with the performance when I can get coverage. I work from home and use my phone often from home. PLEASE, don't make me pay for another network extender. Send me a 3G network extender so I can use my phones. I have been a faithful customer for 4 years and all 3 of my kids are also customers. We want to stay with VZW but am forced to look for alternate Solutions. I have friends that come over to my house and show me their AT&T 3g Iphones with full coverage. It's very tempting to switch.
PLEASE RESPOND BY EMAIL because of lack of coverage.
VZW Response On 02/14/12 12:28 - 2 days later:
(Things to notice: Non-personal, scripted response that completely ignores the clear message that I no longer am willing to upgrade.)
Good afternoon David,
My name is Ariel and I am sorry to hear about the issues you have been experiencing with your service. I will be more than happy to assist you with forwarded your email to management today. I have forwarded your email to management. I also recommend contacting our Technical Support team at 800-922-0204 so we can do troubleshooting in your area
and to make sure the Network Extender will fix this issue. We may be able to fix the service in the area if it worked before.
I am delighted to inform you that your line ending in -xxxx is eligible to receive promotional pricing on a new wireless device. When participating in our Equipment Upgrade Program, the discounted price is contingent upon you accepting a two year Customer Agreement. To view your promotional pricing and to process your order, please sign
in to "My Verizon" on www.verizonwireless.com using your Account Owner Number and password. Next, click on the "Upgrade" icon located under "Device" in the "I Want To" section at the bottom of your home page and follow the instructions provided.
You also have the following options to process your order:
1. Complete the upgrade process by visiting a local Verizon Wireless store. To obtain a list of stores in your area, please click on the following link, which will direct you to the "Store Locator" page of our website:
www.verizonwireless.com/storelocator
2. Call Customer Service at 800-922-0204 or by dialing *611 (Send) airtime free from your wireless device. Regular delivery time is three to five days.
3. Call me directly at xxx-xxx-xxxx ext xxxx and I can get your new phones sent out with overnight shipping for free!
Based on your equipment history, I recommend that you upgrade this line to the Motorola DROID 3 for $149.99 (after $50 New Every Two). The retail price of this phone is $459.99, however; due to your loyalty and additional discounts, you will save $260 on this device! The NE2 and Annual Upgrade programs have been retired since the
beginning of 2011. You will not be eligible for these programs after you upgrade.
I also wanted to let you know that I performed a quick analysis of your account and I found you have the best calling plan and features for your wireless needs.
If you would like to perform an analysis of your account, you may go to www.verizonwireless.com and log into the "My Verizon" account attached to the account owner. After you have successfully logged in, you may select "More Actions" link under the "I Want To..." section of the homepage. The "Run Account Analysis" option will be under "Plan."
David, I appreciate you allowing me to assist you with forwarding your email. Again, I recommend also contacting Technical Support to ensure the Network Extender is the correct path. Feel free to reply to this email if you have any other questions or concerns regarding your account. Thank you for your time and for being a part of the Verizon
Wireless family since 2008.
Have a great day!
Sincerely,
Ariel
Verizon Wireless, Customer Service
Internet Response Team
My Response Tue Feb 14 13:48:18 MST 2012:
Ariel,
I did contact technical support which is why I opened this email correspondence. They did the same thing, recommending I pay more money in hopes of finally getting decent service. If you were me, you would understand why that is not only the wrong path but insulting. How many years of buying new equipment while still receiving consistently poor service would should I endure? It's been 2 years already. Giving another several hundred dollars for another set of device upgrades as I have already been doing? No. I think it's time VZW gave me $150/mo worth of good service first. Look at my usage on both phone and it's clear VZW is benefiting and I'm not. My phones are nothing more then cordless extensions with wifi. Texting is intermittent, MMS only works if I turn off the wifi, stand in the right corner of the room, get the text after many retries and then turn the wifi back on, data is wifi only. We can hardly use our 3G phones at home where we spend the majority of our time since we both work from home. I will be seriously considering an alternate carrier if this continues until July. You have my address, you can check if there is a 3G coverage problem in my area. If there is (or isn't) then VZW can provide the appropriate devices/solution as a customer service. I'm tired of paying to test faulty equipment.
Very frustrated,
David Ford
VZW Response On 02/16/12 16:19 - 2 days later:
(Things to notice: Different CSR, ignores email about trying to call because I'm not receiving phone calls reliably, wants me to call and "discuss". In other words, as you will see later, WE ARE NOT GOING TO GIVE YOU ANYTHING.)
Hello David ,
My name is Clyde. I was sorry to learn of all the issues that you are having with your service. I can definitely assist you with your concern. Please call me at xxx-xxx--xxxx ext. xxxx, and I will be glad to go over your options. I will provide additional information below in this email.
I attempted to reach you on 02/16/2012, and did leave a message. I was able to see that you form your previous emails, that you are interested in getting a free Network Extender. When you call me, we can discuss your options for the 3G Extender.
In closing, I was glad to give you my number, so that we can discuss your options for the 3G Network Extender from Verizon Wireless. It was a privilege to serve you! Should you have additional questions, please call me at xxx-xxx-xxxx ext.xxxx, or reply to this email. Thank you for choosing Verizon Wireless!
Respectfully,
Clyde
Verizon Wireless, Customer Service
Internet Response Team
My Response Thu Feb 16 19:09:01 MST 2012 :
Clyde,
I mentioned in my email to please correspond by email as I often miss calls. I can tell by your super positive response that you are going to offer me discounts against purchasing more equipment. I don't know if this is a Verizon programming thing, but discounts are not savings when you are forced to have to make a purchase. I'm only hope the government doesn't catch on to this. "What, you don't like paying 85% tax? You still save 15%!". Perhaps I can Verizon-speak my dilemma. In July my contract ends and I stop paying Verizon $152.00+ a month for service. Sooo... If you send me a 3G wireless extender and that solves my coverage problems, I'll continue to pay Verizon $152.00+ per month. Over one year that will be more the 7 TIMES THE VALUE OF THE ROUTER!!!! And the "savings" will continue on as long as I'm a happy customer. Isn't that a bargain?
I'm not meaning to be factious but offering me a discount is like a crappy restaurant offering coupons for a free meal to compensate for the crummy food and poor service.
Please, if FREE is on the table then I will gladly call you to discuss. Otherwise, hasta Julio (until July). Thanks for at least contacting me,
David
VZW Response 02/20/12 09:25 - 4 days later:
(Things to notice: 4 days later because of "higher then normal call volumes, yet it only took one day, see the end, to send a case closed email. No offer of any compensation or resolution apart from me having to upgrade and pay more money for a faulty service. More impersonal scripted response)
Hello David,
My name is Larry and I am sorry to learn about the service issues you have been experiencing. I am happy to address your request to receive a network extender. Please know, we are unable to guarantee service indoors and this is why the Network Extenders are not offered at no cost. We thank you for your understanding.
We appreciate your business and will be happy to offer further troubleshooting if you call. However, we are unable to offer a free Network Extender and apologize for any inconveniences this may cause.
The Verizon Wireless Network Extender enhances indoor voice and data coverage in areas with minimum or no in-building coverage, allowing customers to get the most of their plan minutes while indoors.
This indoor coverage solution operates with existing Verizon Wireless-branded devices and installation is simple - just "plug and play."
For additional information regarding Verizon Wireless Network Extender visit the following website:
Network Extender
Again, my name is Larry and I am sorry we are unable to offer the Network Extender at no cost.
Because my reply was not prompt, I would like to apologize for the delayed response to your email as we have been receiving a higher than normal rate of email inquiries. We appreciate your business and would like to thank you for helping to make Verizon Wireless the most reliable network in America.
Did you know, most of your questions can be answered with out calling or emailing? Simply visit www.verizonwireless.com/support any time, day or night!
Sincerely,
Larry
Verizon Wireless
Internet Response Team
My Response 02/20/12 15:03:
Ok, well. It looks like I will be canceling my service in July and moving to a better carrier that cares for it's customers. Please forward this email to management as I asked in the beginning for further review.
VZW Response 02/21/12 14:26 - 1 day later:
(Things to notice: Only 1 day response, case closed. No resolution. No concern for losing a customer to due faulty service. Impersonal scripted response.)
Dear Verizon Wireless Customer,
Thank you for your recent inquiry on verizonwireless.com. We are always looking to provide a better experience for our customers, so your opinion is important to us. Please take just a moment to give us your thoughts about your experience.
Just click on the link below to take a quick 3-question survey.
It is part of our commitment to making your wireless experience the best that it can be.
Sincerely,
Verizon Wireless
>Edited internal VZW phone numbers and extensions<
Message was edited by: Verizon AdministratorDavid, Don't give up. That's what they want by giving you and everyone else who has legitimate complaints the run around.
Send the FCC a complaint. You will get a response. I did after 5 months of getting the **. Please pass this along to everyone, that the FCC responds. They will log the complaint with Verizon and then you can followup with a confirmation number. It took approx. 30 days to receive a letter from Verizon. A few weeks later my issue was resolved.
I think it's time to gather enough willing customers to file a class action lawsuit. It is unfortunate that corporations won't take responsibility with customer complaints/issues unless they are threatened with a lawsuit. We need to hold businesses and their employees accountable. WWW.esupport.fcc.gov/ccmsforms 888-225-5322 email [email protected] -
What is the number for Verizon Wireless Corporate Customer Service Complaint for CA
My Complaint: I have been a Verizon Wireless customer for approx 20 years. I called customer service to seek an early upgrade for my daughter's phone. She is away in college and her phone is malfunctioning. She is eligible for an upgrade in approx 6 weeks so I did not want to spend the money on a replacement phone when since we were planning on updating to something newer. The customer service rep to me they could not do the early upgrade an to call back in a few weeks. After explaining this was unacceptable (I do not like the idea of a young female being out of state and away from home with no reliable means of communication), she places me on hold to later return with the only offer of I must purchase a new device through her ( over the phone) which will be shipped to me, the phone was priced $100.00 more than the online price (they will not price match), plus i must pay $30.00 upgrade fee, $35.00 activation fee and taxes on the retail price of the phone. I am upset and disappointed with the quality of service provided by Verizon being a 20 year customer. If not for the seriousness and urgency of this matter, i would not have asked for an early upgrade. It is times such as these that you get to see how much of a "valued customer" you really are. I guess you are valued as long as you pay your bill and continually purchase their products. I would like to speak with someone from Verizon's corporate or customer relations department. As of now I am really considering changing my service to a different provider. I have multiple accounts with Verizon and i will canx each after the current contract committment expire (starting with my daughter's phone which expires in 6 weeks) In the meantime I will go purchase her a new phone with someone else and take comfort knowing she will have reliable communication.
I started with them in 1985. It has been wonderful service but very expensive. They seem to operate on day of deposit day of withdrawal. That means that I have no benefits nothing beyond the normal customer if I don't pay my bill they shut me off. That's why I have switch to another provider and I have better service lower cost and better phones. you can't beat other providers I mean it. Please don't expect more from verizon other than a "pay me more money and I'll do what you want" because it's all about money. Read the transcripts from current Verizon employees all over the internet. The company is going down and they're taking customers with them.
msvat <[email protected]> wrote:
msvat created the discussion
"What is the number for Verizon Wireless Corporate Customer Service Complaint for CA"
To view the discussion, visit: https://community.verizonwireless.com/message/1113982#1113982
> -
NOT thrilled with the customer service I just received.
I just ended a call with a customer service representative by the name of Amber.
Like the many users on this forum, I was up at 12:00am on 9/12 pre-ordering 2 Iphone 6+ 128g devices. Throughout the pre-order process, I was shown a delivery date of no later than 7:00pm on Sept. 19th. I submitted my order within minutes, only to wake up to an e-mail with a delivery date of 10/7/14. I called customer service that day and was told that I would have the phones on Sept. 19th despite what the email said. Now five days later, my order status remains "we received your order and it is in process" and the Expected Ship Date is "Not available at this time." Further, my credit card has yet to be charged. Other users on this forum submitted their orders for the same phones after me, yet have receveid tracking numbers showing a deliver date of Sept. 19th.
While on the phone with Amber, she suggested that I go to a retailer on Friday to see if I can get the devices. Needless to say, I was quite offended by her recommendation. I reminded her that I intended on renewing two contracts with Verizon in exchange for two phones being in my hands on Friday. I also suggested that if she wants me to go to a retailer, then Verizon runs the risk of losing my longstanding account if another provider provides me with a better deal. She then back tracked and said that was not what she was trying to suggest.
Verizon, I would like to speak or deal with a customer service rep who can give me assurance that my pre-ordered phones will be delivered on 9/19 as was promised when I placed by pre-order just minutes after they went up for pre-sale. With all due respect, I am looking for answers, not a link to an order status page that I have been checking far too often over the last five days. Thank you.GMSwaim88,
Thank you so much for those details. We strive to provide you with the best customer service there is to offer. I have sent you a private message. Please respond back to that message for me.
KevinR_VZW
Follow us on Twitter @VZWSupport -
Bravo Verizon Wireless: In Awe of the customer service I received for once
I've been a verizon customer for 16 years. I've experienced every type of customer service Verizon has had to offer: good, bad, mediocre, incredible, horrible.
But today I have to say that I am absolutely in complete awe regarding the amazing customer service I received.
Back story: I purchased a Samsung Galaxy S4 in July under a new 2 year contract. In September I dropped an old television I was moving and absolutely demolished the phone. I had an otterbox on it and the phone just imploded. Completely my fault for being such an idiot. I went to the Verizon store to see if anything could be done. I had little faith considering I was basically a little more than a month in on my two year contract. The lady at the Verizon basically confirmed that I was S.O.L, and I was forced to go back to my Iphone 4 that had a broken home button.
Was I frustrated? Yes. Was it Verizon's fault? No. I signed a contract for 2 years, and in America, a contract is a legal document that must be upheld. I never understood those people who were absolutely baffled by the fact that Verizon doesn't allow them to ignore and void a contract just because a new phone that they wanted came out. My hope of going to the verizon store was basically that there would be some discount or promotion going on that would make a new, full retail 4g phone reasonably priced. There wasn't, so out of the store I went with my old Iphone 4 reactivated.
Flash forward to today. My Iphone 4's home button completely broke, and the phone wouldn't lock automatically despite having the setting set for 1 minute. So off I went to the Verizon store again (In boston: washington street).
I was greeted by my new favorite verizon employee Michael.
I explained him the situation, told him about how I demolished my galaxy and was now using a slowly dying Iphone 4. All I did was ask if either A) I could get the Iphone 4 replaced with another 4, or if B) It could get replaced with an Iphone 4s if Iphone 4's were not available, or if there was some trade in program possible. Again, I realized I had a contract to recognize, and was not looking to weasel my way into an Iphone 5 or Galaxy S4 just because of self idiocy.
Michael was very empathetic. He said there was nothing he could really do for the Iphone 4, given that they are not available for sale by Verizon. He then looked at my account history, which got the ball moving towards what would completely shock and impress me.
He told me to hang on for a minute while he went to talk to the manager. He then came back and told me that he was going to contact the regional supervisor, and asked me to wait a little longer. After about 20 minutes of talking on the phone, Michael came back to me and told me that because I have been a loyal customer for 16 years, and never missed a payment, he, along with the store manager and the regional supervisor, would like to make my account eligible for an upgrade today, and void my previous contract for free.
I was shocked. No, I wasn't given a free phone, but I know from past experience Verizon is very stubborn when it comes to contract dates. Absolutely thrilled, I picked out an Iphone 5s.
While checking out, Michael also informed that in addition to the phone, on behalf of Verizon, as an act of gratitude for such loyal service, he would like to give me a free otterbox case, a free Mophie Juice Pack charge station, a free set of screen protectors, free headphones, and a free jawbone speaker system.
I was floored. I walked out with a new Iphone 5s for 199 dollars, and $300+ worth of top quality accessories for absolutely free.
I just have to say bravo Verizon - if you're reading this right now IMMEDIATELY PROMOTE Michael from the Boylston/Washington St. Boston verizon store to a human resource or public relations manager, because never have I felt so cared for by a customer service representative, from any business, in my entire life. And this is coming from a man who considered many a times switching to a new service provider.
Bravo. I was thoroughly impressed.I've been a verizon customer for 16 years. I've experienced every type of customer service Verizon has had to offer: good, bad, mediocre, incredible, horrible.
But today I have to say that I am absolutely in complete awe regarding the amazing customer service I received.
Back story: I purchased a Samsung Galaxy S4 in July under a new 2 year contract. In September I dropped an old television I was moving and absolutely demolished the phone. I had an otterbox on it and the phone just imploded. Completely my fault for being such an idiot. I went to the Verizon store to see if anything could be done. I had little faith considering I was basically a little more than a month in on my two year contract. The lady at the Verizon basically confirmed that I was S.O.L, and I was forced to go back to my Iphone 4 that had a broken home button.
Was I frustrated? Yes. Was it Verizon's fault? No. I signed a contract for 2 years, and in America, a contract is a legal document that must be upheld. I never understood those people who were absolutely baffled by the fact that Verizon doesn't allow them to ignore and void a contract just because a new phone that they wanted came out. My hope of going to the verizon store was basically that there would be some discount or promotion going on that would make a new, full retail 4g phone reasonably priced. There wasn't, so out of the store I went with my old Iphone 4 reactivated.
Flash forward to today. My Iphone 4's home button completely broke, and the phone wouldn't lock automatically despite having the setting set for 1 minute. So off I went to the Verizon store again (In boston: washington street).
I was greeted by my new favorite verizon employee Michael.
I explained him the situation, told him about how I demolished my galaxy and was now using a slowly dying Iphone 4. All I did was ask if either A) I could get the Iphone 4 replaced with another 4, or if B) It could get replaced with an Iphone 4s if Iphone 4's were not available, or if there was some trade in program possible. Again, I realized I had a contract to recognize, and was not looking to weasel my way into an Iphone 5 or Galaxy S4 just because of self idiocy.
Michael was very empathetic. He said there was nothing he could really do for the Iphone 4, given that they are not available for sale by Verizon. He then looked at my account history, which got the ball moving towards what would completely shock and impress me.
He told me to hang on for a minute while he went to talk to the manager. He then came back and told me that he was going to contact the regional supervisor, and asked me to wait a little longer. After about 20 minutes of talking on the phone, Michael came back to me and told me that because I have been a loyal customer for 16 years, and never missed a payment, he, along with the store manager and the regional supervisor, would like to make my account eligible for an upgrade today, and void my previous contract for free.
I was shocked. No, I wasn't given a free phone, but I know from past experience Verizon is very stubborn when it comes to contract dates. Absolutely thrilled, I picked out an Iphone 5s.
While checking out, Michael also informed that in addition to the phone, on behalf of Verizon, as an act of gratitude for such loyal service, he would like to give me a free otterbox case, a free Mophie Juice Pack charge station, a free set of screen protectors, free headphones, and a free jawbone speaker system.
I was floored. I walked out with a new Iphone 5s for 199 dollars, and $300+ worth of top quality accessories for absolutely free.
I just have to say bravo Verizon - if you're reading this right now IMMEDIATELY PROMOTE Michael from the Boylston/Washington St. Boston verizon store to a human resource or public relations manager, because never have I felt so cared for by a customer service representative, from any business, in my entire life. And this is coming from a man who considered many a times switching to a new service provider.
Bravo. I was thoroughly impressed. -
Horrible customer service with a bad phone for the first time in years!
I would like someone - hopefully a manager to review my communication with the customer service representative last night. Apparently you only staff sales staff at night and I would not buy anything from this person. My first call rather than telling me that the support staff were not in until morning she just disconnected chat on me without saying as much as good bye. I then started a chat on the service line and got the same person. i asked her if i could speak to a manager or supervisor - she left me sitting on chat for over 20 minutes and never came back. These messages have been sent to email for your review. Aside from having purchased the most expensive phone that does not work along with an insurance plan that I was told only replaces phones with new phones vs refurbished (this is not the truth) and the policy only kicks in after the factory warrantee is over so I sit with a droad less than one year old certified refurbished that goes on and off as it pleases and randomly dials numbers. This is better than the original phone which I paid between the phone and the insurance over 300.00 for less than 1 yr ago that decided to slowly die and completely died xmas eve after I was in a car accident. Then the phone came with no sim card after I paid extra for shipping and the local store would not give me a sim card would only sell me one. This would be the retailer were I purchased the phone - a verizon retailer.
I have never in my life had an issue with anyone on the phone until last night - i was asking for one of my lines that is eligible for an upgrade next month to change it now so I can get a working phone or US Cellular has offered to buy out all four of my plans. I have always been a fan of verizon and never had issues other then never getting my rebates..........I have not received this one which still does not appear in the system and we have had 4 people submit the info now. (Because I sent the phone back I can no longer give you the numbers unless I find the paperwork copies i kept). A couple years ago I had the same thing happen when i purchased my phones from a verizon store - the rebates never came. That has really been my only complaint other than this current phone is horrible - the first one was brand new and slowly died over a couple weeks. I spend two hours troubleshooting the problems with a very nice man on the phone - he went above and beyond what he needed to do to test this phone Then the certified refurbished phone came with no sim cared - we were very specific that we thought it was a combination of a phone defect and the sim card. I paid extra for shipping so my kids could still reach me and it came with no sim card. I called and you all send me to the verizon store in Monona WI where i purchased the phone for a sim card and they would not give me one without charging me...........so I had to wait again for you to send me a sim card. Well the phone is slowly dying again this time with random on and off and random dialing while fully charged or even sitting on the charger itself. I do not think my request of the young lady was that big but point blank she did not want to talk to my if I was not buying. She should not be on the phones - you do not disconnect from people in anger and you do not answer a chat and just leave someone sitting there until they hang up out of frustration. In my office that would be grounds for immediate termination (I do not want to see anyone lose there job) but she needs serious training. She cannot handle conflict management, she cannot simply answer a question or tell you that a department is not available until morning - all understandable answers. Hanging up on someone or just leaving them sit there - not acceptable. I get paid 75.00 per hour of which she has wasted approx 5 either on the phone filing complaints or trying to get in contact with you - who is going to pay for my time because of your staff and her tempore tantrum. My 7 yr old would get in trouble for behaving that way. I expect a resolution to this issue today! I expect a phone call from a manager today! If I do not hear from someone i will file a complaint with the better business bureau - put an article in the paper in Madison Wisconsin about recent service decline in verizon and I will cancel all of my accounts with your company as well as have my husbands attorney dissolve the contract for his business and his technicians can use another service. (He is scheduled to had phones out on Monday - that will no happen if this is not resolved)
Thank you - I look forward to hearing from you today to hear how you plan to reconcile this issue.
Sincerely,
Tammy <Personal information removed for privacy.>
(The conversations were saved by email so you should have copies of both the hang up and then the call where she just left me sitting and waiting! If you do not have copies of the emails I do please feel free to ask!
Message was edited by: Verizon ModeratorI tried for 30 minutes to get to billing and all I could get was a computer that wanted money, no option for service rep. I had to change the date on one of my payments and ever since I have been getting texts saying I missed a payment and I had to call them. After I went through the aboved mentioned I finally called the new business line and was able to get transfered to billing. The lady was rude and didn't want to wait on my responses. She said I had schechuled it for the 1st and that why I was getting these texts , I was holding the paper, gave her the conformation number and told her it was for the seventh, all of a sudden the phone starting breaking up. I never had problems like this till my idenity was stolen and some guys got into my checking account, we caught it early and was able to close the account and open another. I had verizon on auto bill in the account and that was the only one I forgot put in the new info. Of course it was returned as closed. As soon as I saw this I checked the profile and changed it. They charged me the fee ( of course) and I called them to explain why this happened and apologized. Ever since then I have been treated like I'm a bum and that I don't pay my bill. I have been with them since 2000 and I'm thinking of changing it in September when the contract is up.
-
Where do I complain about Indian iPhone customer service?
I really don't know where I'm supposed to complain the handling of customer service in India.
Let me explain the situation and perhaps someone can send me to the right place.
My housemate's sister bought an official Vodafone iPhone 3G in August. Last week, it stopped working. No Service, no matter the SIM card. I told her to give it to me for a couple days, let me update the firmware and see if that doesn't fix it.
It didn't fix it. Clearly a hardware problem. Never hacked or anything. Just stopped working, flat out.
So, she took it to the place that she bought it from. She no longer has the receipt, so they wouldn't help her. It's CLEARLY an iPhone 3G, so it's CLEARLY under warranty (since the phone came out less than a year ago). But, still, they told her to go to Vodaphone and have them repair it or replace it.
Vodaphone, wouldn't budge without the receipt, even though it's CLEARLY a Vodaphone iPhone and, again, CLEARLY less than a year old (and, therefore, still under warranty).
So, I called Apple support, the number printed on the iPhone box. They directed me to another number, which nobody answered. I called the first number back; they gave me a third number which didn't work at all. I called them again and they gave me AppleCare's number.
Now, I thought, we're finally getting somewhere. Apple will surely be able to rectify this.
"Press 1 for iPod, Press 2 for iPhone." I pressed 2. I got a message saying "Please contact your service provider for iPhone support" and promptly hung up on me.
So, I called the first number again, and they gave me yet another number (corporate office, I guess) that also told me to call AppleCare. They said I had to press 9.
9 was not an actual option.
I finally got through to someone when I called AppleCare and pressed 1 for iPod. I complained and complained, after which they told me they'd transfer me to the iPhone department.
Why can't you access the iPhone department directly? Because it's not actually in India; it's in Brisbane, Australia.
The guy I spoke to in Brisbane informed me that Vodafone must honor the warranty since it is obviously a Vodafone iPhone (it only activates with a Vodafone SIM and rejects all other companies), and is obviously less than a year old. Apparently, they are responsible for service.
However, to be safe, take a photo id, he said, since you can't find your sales receipt. It shouldn't matter, though, he said.
I wish that someone would tell Vodafone that, though. They refused to honor it because:
1) They couldn't find the IMEI (I wasn't there to throw it in their face, both on the box and in the Settings>General>About). They only know to look for it on the SIM tray (which had been replaced way back in August because it was loose)
2) When they found the IMEI on the box, they couldn't find it in their computers.
3) They couldn't prove it was a Vodafone iPhone (again, I wasn't there to show them how it reacts with any other SIM when connected to iTunes. That's proof enough that it's Vodafone).
My housemate went to the largest Vodafone in Mumbai (Peninsula Chambers) and the manager refused to speak to her (he wasn't in the store, only on the phone. However, he refused to talk to her even when speaking to his lackeys for twenty minutes).
This is a 16GB iPhone, retailing for the equivalent of $700 US (Rs.36,100). The phone is under warranty and never been hacked or tampered with. And yet, no one in this country will honor its warranty and take care of it. Not because of anything but sheer bureaucracy and ignorance.
I mean, seriously, they can't even tell it's a Vodafone iPhone? They can't find the IMEI that's PRINTED on the box and in the Settings?
Who do we talk to to get this iPhone repaired/replaced? $700 is a lot of money for a phone that should be covered under its warranty.
If you could direct me to an email address/phone number both at Apple and whomever at Vodafone to rectify this, the help would be unbelievably appreciated.
Also, if someone at Apple can step up the quality of customer service in India for Vodafone and Airtel (it's the same phone number for each provider), please do. Airtel cannot even call the AppleCare number (it's an 800 number which can only be accessed by landlines and Vodafone customers. I've had this issue when trying to repair my MBP), let alone get through to anybody to fix anything.
thanks.
Message was edited by: SethBurmaRight. So you're telling me that Apple has left someone in charge who is totally screwing their customers' experience and no one at Apple will help reign them in and set them straight?
I guarantee you that she's not the only person who's had this experience and it **** well sours me from buying another iPhone if I know it won't be taken care of if something goes wrong.
I've posted this to let Apple know there's something woefully wrong with their partner and to get that fixed as well. I know Vodafone is the one I'm supposed to deal with; I just want that to be improved. -
VERIZON WIRELESS PLAN CHANGES, CONTRACTS, UPGRADES - Lack of Customer Service!
I have been 1 of your customers since August of 2006.
I even own a 2nd phone line that I have been using since approximately 2002
Most recently I had inquired with Verizon Customer service about upgrading my cell phone from a BlackBerry to a Droid Maxx (for one of my accounts)
My first inquiry was with a Verizon Rep on the Verizon Online Chat on February 16, 2014. I told her that I wanted to upgrade my cell phone from a BlackBerry to a Droid Maxx, and I inquired about my Unlimited Data Plan. She said I would “not” lose my Unlimited Data Plan even if I upgraded to a Droid Maxx. I also asked about a Hot Spot, and she said that would be “included in my Unlimited Data Plan” at no extra charge.
I called Verizon 611 later that same evening and talked live with a Verizon Rep, again asking and confirming the answers to the same questions. I also asked about “throttling” if I went beyond a certain usage on my data plan, if I upgraded to a new cell phone. He told me that I would not be limited to certain speeds and bandwidth, no matter how much I used my cell phone since Verizon does not throttle their customers’ data speeds (since Verizon had received so many complaints in the past for throttling, so they do not do that anymore). He also said there would “not be an issue with upgrading to a new cell phone and keeping my current data plan.
A few days later, as I looked further into upgrading my device, and trying to make a final decision, I again called Verizon 611 – Customer Service. But this time the Verizon Rep that I talked to contradicted the other two Verizon Reps info because he told me that I would “lose my unlimited data plan” if I switched to a new cell phone. He also said if I made any changes to my plan, I would lose my Unlimited Data. He said there would also be an additional charge for a Hot Spot. I asked about bringing on a 2nd person to my plan, and keeping Unlimited Data on one of the phones, while having a 2nd data plan package for the other phone for the additional person. He told me the Unlimited Data Plan would only apply to the Original phone on this account and the original phone number. But if I added a 2nd person/phone to my account they would “not” have Unlimited Data since the new (2nd phone) was not grand-fathered in to this current plan that I had with Verizon.
Finally I decided to go in person to visit a Verizon Store. When I went into the Verizon Store at Jantzen Beach, North Portland, Oregon, the Rep I talked to said she had been with Verizon for almost 8 years. She said all of the info that the other “3” Verizon Reps had given me was “not” accurate. At this time, I learned that “ANY/ALL changes to my plans would immediately make me lose my Unlimited Data Plan. And the ONLY way I could keep this plan, would be to buy my own cell phone (at full Retail cost) and have it added to my account. And that if I tried to add a Hot Spot, it would cost additional money outside of my data plan. Also if I tried to add a 2nd person/cell phone to my existing account that I would immediately lose the Unlimited Data Plan. I was not allowed to change my cell phone#, add any additional user or cell phone, or upgrade my device without losing my Unlimited Data. She also said maybe I was told something different by the 611 Customer Service Reps because they have authority to make changes or exceptions to plans, and that normal Verizon Store employees do not have authority to make the same changes.
My complaint and question to Verizon is…..WHY do all “4” Verizon Reps have different explanations, advice, rules, etc…when it comes to something as simple as upgrading to a new device and wanting to keep my current plan? To me, the rules and explanations should not vary day to day, and depending upon who I talk to?
I was originally an AT&T Customer prior to 2006 and I switched to Verizon. This is my first real experience with HORRIBLE customer service and deception from Verizon!
IF I had made any changes when I initially or immediately after I inquired via the Online Chat, I would have LOST my current data plan! And then to tell me that I need to go out & buy my OWN phone at FULL Retail price If I want to keep a plan that I’ve had for years now!!!
How much money have I already paid to Verizon in Monthly usage charges since 2006 (for almost 8 years now)??? And you want to reward me for this loyalty and being a Long time customer by cheating me out of my current plan, or trying to deceive me with false promises that I won’t lose the plan? And then when I finally do want to upgrade, you will take that plan from me? And even after being a customer for 8 years with one account and almost 12 years with my 2nd Verizon account (that I listed at the beginning of this letter), you won’t even offer to give me a free device or a discounted device for renewing my plan? NOW I need to buy my own phone if I want to continue on with my current data plan?
None of this makes sense, and I have now been told “4” different versions of rules, exceptions and Plan change policies by 4 different Verizon Reps! They ALL work for the same company --- Verizon Wireless --- so they should ALL have the same answers and rules, right? I really feel nobody is being honest & upfront with me about this, and I am seriously considering moving back to AT&T Wireless. As at this point, Verizon wants to do nothing to reward me for being a long-time customer. I’m beginning to feel that the goal here is to deceive me and cheat me out of my Unlimited Data plan.
What can you do to make this right? I know you must have record of the Online Chat and also you record 611 Customer Service calls too? How can you explain why all “4” of your Reps have different rules and explanations for Verizon phone plans?
If I do not receive an acceptable response to this letter, you can count on me moving back to AT &T Wireless. I will also tell all of my Friends & Family that are currently with Verizon about this negative experience. In the past I have encouraged others to move to Verizon Wireless, but now I no longer feel that is good advice for anyone.
My boyfriend who “almost considered” switching his service to Verizon, is now seriously considering the integrity of Verizon. He works in Information Technology with large corporations and will also pass this story on to his business associates.
I look forward to your response and explanation. I feel that after my long term loyalty as a Verizon Customer, I deserve much better treatment and honest answers from Verizon.cheralin333 wrote:
I find this all very interesting that the 3 responses I got to this post are ALL defending Verizon jacking around a long time customer. I would almost venture to guess that Verizon hires people (probably in India & Pakistan) to read their forums and defend whatever they do to their customers. How do I become the bad person for wanting good customer service? How are they in the right for trying to be deceitful. None of their Reps had the "same story or info." NOW I have 3 responses from "supposed PEERS" or other customers in the Verizon Community. But instead of rallying with me as a customer all 3 are posting comments like they "work for Verizon." And even Ann's response contained info that I already had in my original post. And this last post from pherson knocks me for not being loyal?? I have been loyal for over a decade but why would I kiss up to anyone that is trying to make me take it in the shorts??? I'm convinced you are all making minimum wage from Verizon to read their forums and defend their ridiculous practices. Go find a real job.
No one is "defending" Verizon. We are telling you that
A) No one from Verizon corporate will see you post
B) Even if they did they are not going to change policy because 1 customer or a few or 1000 or 10,000 threaten to leave.
So there is no point to your rant. It was waste of time. The people you intended it for aren't going to see or care. Also the FCC, FTC, BBB, etc etc are also a waste of time. The only thing you can do that you have power over is to speak with your wallet and go elsewhere. That would be FAR more productive than what you've done here. I still don't get how people think that because they made a post on a messageboard they can change things. Like people haven't been complaining about this for literally the last 620 days. How's that worked out so far?
Oh and I SHOULD report your post that is full of insults. Next one I WILL. How is that for a threat?
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