Verizon customer service and new direction company has taken...?

November 15, 2013
To whom it may concern:
I will make this letter brief, knowing I will not get a response because of the lack of Values Verizon holds!
Most recently, your company has deliberately failed to honor previously made guarantees with their unlimited plan. I have fought this issue for about a year but I have recently accepted this and attempted to give Verizon another opportunity to show they value their loyal customers.
I had set up a third line two years ago for my paraplegic brother, whom I care for. Due to unexpected circumstances, the line has not been used. I attempted to restructure my contract ONE-month early without a greedy penalty from Verizon. Again, I was disappointed with a total disregard to customer care. Verizon representatives were not willing to waive a ONE-month early cancellation fee for an unused third line, even when I was going to upgrade my phone and give-in to Verizon's greed with the restructure of my unlimited plan.
I understand that my contract is just a "Speck of Dust in a Vast Desert", but I thought that just maybe, Verizon still valued their loyal customers to eat a greedy fee in that same vast desert. I was wrong, again...
You will lose a loyal customer on 12/19/2013, when I will only have to pay for one cancellation fee. Thank you Verizon for your new direction with no values or customer care! Better yet, especially with your company's treatment of a loyal VETERAN customer!
Respectfully,
Dan
>Personal info removed<
Message was edited by: Verizon Moderator><

It is sad when greed is the leader in corporate operations. That we pay all the fees incurred by the companies operating cost and taxes and upper management bonuses and profits with nothing passed down to us who supply the reason they exist. All companies have went this route and continue the cut the hands that feed them. Customers do have a voice..... Your money. Take it elsewhere when you are not satisfied with service. Any company whom isn't providing adequate service should feel that pinch. But we see large entities conspiring together to lock in high cost by raising it across the board. It's basically picking which pineapple you prefer to crammed in our backside. Given less products and service for higher rates has been the trend since 2008 and looks to continue until there is nothing left to take from the consumer.

Similar Messages

Verizon Customer Service and Samsung Galaxy S III

A little over 3 weeks ago I purchased a Samsung Galaxy III phone from Verizon.
The exact store is:
224 North Weber Road,
Bolingbrook, IL 60440
(630) 226-4660
When I purchased the phone the person who sold me the phone told me that I had 30 days, If I was not completely satisfied with the phone I could return it and get my money back. However, he assured me that I would LOVE my new phone.
I had just come off using a Blackberry for 4 years with no problems AT ALL! I loved that phone, but I thought it would be nice to get up to the 21st century phone standards and get a touch screen phone. Well, I went for the best…… or so I thought.
As soon as I got my new phone in the car, I started using the speaker phone hands free. The speakerphone began to cut in and out and the person, my husband whom I most speak with could not understand what I was saying. I used the speakerphone on my Blackberry without issue. I did not think much of it because I was so happy to have my new phone. I thought maybe I was just in a bad area etc… Well the issue persisted also when I called my bank, my husband’s mother, my mother and it did not matter where I was the speaker phone did not work properly. Then my phone started to drop calls. Again, I thought it may have been the area, but it started happening a lot. So now I was really beginning to wonder. Having though I was still under the 30 DAY warranty, I gave it a few more days. I began having to take out the battery to reset the unit because apps where disappearing and when I went to re-install them the unit indicated that app was already on my phone and wanted to know if I would like to uninstall the app. I had to once again take out the battery and have the unit restart. Well, I could not take it anymore. With all of the things going wrong only a couple of weeks after purchase, I had to go into the store and see what they could do for me. I went in and explained my situation to the manger who was greeting people at the door, I think her name was Katie or something like that. She put me in line on her IPad just like everyone else for someone to assist me. I was assigned to a very pleasant associate who took the battery out of my phone and said try this to see if this works for you. I, not knowing very much about the technology said ok and walked out of the store. Well it kept on getting worse. I went back to the store on Sunday, September 30th 2012 asking for my money back or a new replacement for the phone. They would not assist me. I started with a regular associate and went up the chain finally getting Katie (the store manager) who repeated everything that everyone else said. So, obviously, she has no managerial skills at all. She stated that they would have to totally reset my phone to see if some apps where conflicting etc. Isn’t that what you purchase a Smartphone for??? To put apps on it and calendars etc. I just downloaded a calendar and Xfinity because that is what I have my e-mail on. I don’t’ think that was the issue, but you could not tell Katie anything.
I wanted a new phone replacement or money back as I spent $300.00 dollars on this phone. She would not have it. She said we have to go through the proper trouble shooting because I was out of the 14 day return policy!!!!. OMGsh 14 days???? I was told 30! Had I known this, I would have gotten my money back the first time I took the phone in for the issues I was having. At that time, I was still under the 14 day policy! I proceeded to express my opinion to everyone in the store stating “Don’t buy a Samsung Galaxy III” They are pieces of **bleep**. Well, needless to say Katie did not like that and she set my phone down in front of me and said, if I am going to swear, she is not going to help me. Ok, then I re-worded my statement to tell everyone in the store “Don’t buy a Samsung Galaxy III they are pieces of garbage” I cleaned it up a little, but still got my point across. I also told her that I would blog about it and send a letter to the corporate office of both Samsung and Verizon. I don’t think that she believed me, but here I am taking my time for this stuff. Time I don’t have much of, but I feel very strongly about this situation. I was lied to and Katie had the nerve to tell me that if I get a replacement phone from them, it would be a refurbished unit even though I just purchased the unit 3 weeks earlier. THAT is unacceptable by any standards!!!
Needless to say I left the store totally dissatisfied with Verizon’s customer service and the Samsung Galaxy III phone. I have not put any unusual apps on my phone nor have I downloaded a new calendar to my phone and I am still having the same issues with dropped calls and bad speaker phone. I will not put any time into this phone for them to tell me they need to reset the whole darn thing again! I am not going to bother going back to that Verizon store, because I know that they will not lift a finger to do anything about it.
My husband wants an IPhone 5. We will not be purchasing this from Verizon and I will probably eat the cancellation fee and go through AT&T so that my husband can get his IPhone. I will never purchase another thing from Verizon, this is not the first time that that they have let me down.
I hope that this letter, blog, facebook, YouTube note will open some eyes with regard to Verizon customer service and the Samsung Galaxy III phone. I don’t know if it will, but with social media as it is, I hope it DOES!
Thanks for nothing Verizon!!!
Sincerely
Donna {edited for privacy}

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Customer service and new ipod issues

i have called customer service 3 times and have been put on hold for about an hour in total, all asking me to wait for the senior adviser. i was told in my last call yesterday that the senior adviser will call me when he has time. from the service i've gotten so far, i won't be surprised if i don't get a call. why can't apple just add email support?
basically my problem is that the top portion of the touch starts to get warm within a few minutes of using it, even if im just surfing the web or looking through the app store, and after about 20-30 minutes, it gets noticeably hot. not burning but just hot. does this happen with anyone elses 4g touch? ive been to 2 service providers and they say its cos of the wifi or some sort of app ive installed. ive restored to factory settings already but surely the wifi component shouldnt get so hot? this never happened with my 2g touch.
i also noticed scratches on the back already on a week old touch just like my 2g and i am VERY careful. i got a replacement just because of scratches last time for it and i basically sent a photo through email which was about 2 years ago so im guessing apple removed the email support since then? apple support has gotten a lot worse and i would've probably been better off just buying off a third party for cheaper than from the online store.

I noticed that my iPod gets hot occasionally if I use it for more than 30 mins, I mainly use it while it's in it's case, so it heats up a little.
As for the scratches, that just seems to be the fate of most things that apple makes. Best is to try to protect it as best as you can. I have a red leather case that closes like a day planner to protect it all the way around, a plastic cover that protects it's back and a screen protector that protects it's front. Bit of overkill I know, but at $300 I don't have the money to replace it if it gets damaged.
I bought the case from Amazon.com for about $15, Apple wanted twice that for the same kind of case.

Problems with Customer Service AND unexplained charges!

I've been with Verizon for I-don't-know-how-many years, and through the years you are bound to have a few problems here and there but some of the problems are just ridiculous! It's also the same reocurring problem!!!!!!!!!!!!!!!! I was with Alltel first, before it was bought out by Verizon. The years I was with Alltel, I didn't have near as many problems. It seems EVERY time I do the smallest change or something to my phone or bill, I get a ridiculous amount of charges that I was NOT aware of, nor told about... EVEN IF I ask "So this isn't going to change my bill, or there will not be any unexpected/unexplained charges that I don't know about?"... BUT not matter how many times I ask... and NO matter how many times I am told "no"... there always is. For example.... last year, I updated and signed a new 2 year contract and purchased the first Driod. Before, my 30 day warranty was up, I was having problems with my Driod, and decided to send it in and get a new one. Before I did this.. I called customer service to make sure there would be no interuption in my bill, and there wouldn't be any unexpect charges, and there would be no difference in anything. I was told there was not, and once I recieved my new phone, just send it in and nothing would be changed. Of course, when I get my bill.. I see I was charged $500 for the new phone. It was explained to me that my credit card was reimbursed (which I never check that card, because I never used it expect to purchase the phone) and that I was recharged for the new phone, since it was a new phone. So I had to fork out the $500 (on top of my bill) and then wait months to get the $100 rebate card. Months after that, I "assumed liablity of my line" because I was on a plan with my family. I decided to have my own line, so I "assumed liability." I was not told that when I did that, I "renewed" my contract date. So I just added 6 more months to my 2 year contract. Was NOT told about that! Then again...... I was recently having problems with my Driod (the screen went black and would not come back on.) I had to turn on an OLD motorola razor, so I would not be without a phone for two days while I was waiting on my phone to come in. As soon as my phone came in, I had my Droid turned back on. I recieved my bill recently, and my bill was $200 over what it normally should be.... so I called in... apparently, when I had my phone replaced, they dropped off my data package and when I recieved my replacement driod, they never put it back on. So I was being charged for alllll my data usage... again I was NOT told about this. I wasn't even aware that they had dropped off my data package, and when/where did they get the authority to do that??? These are just a FEW of the problems that I have had.................................
Does anyone have these reoccuring problems!?

I understand that my bill can be viewed online, and I do view it fairly regularly, so if there are any unexplained charges, I can call Verizon asap. The problem does not come from me not understanding my bill, but from customer service. I have been with Verizon for a very long time, and it is a continuing problem. Where did Verizon get the 'OK' to drop my data package off my plan? Who authorized that?
After calling Verizon and trying to find out the problem, the gentleman told me that when I activated on old phone while I was waiting on my new Droid to arrive, my data package was dropped off and I "should" have been told about that. When I reactiviated my new Droid, I "should" have called and had them restart my data package. I was not aware that when you activate an old phone that data plan is taken off your plan. In all my years of having cell phones, I never make two years with one phone. I have always, at one point, had to turn on an old phone, and my data package has NEVER changed. Why would I have my data package dropped and why would I have to call Verizon to have it restarted. I would never know to do that unless I was TOLD that my data packaged HAD to be re-added when I recieved my new phone, but I was never told of that.
All of that is beside the point, the point is, Verizon was never given the authorization to change my plan. Never. My bill was taken care of and readjusted, and I am thankful for that. It does not change the fact it is always a hassle with Verizon Customer Service and I am always the one having to PROVE that I am not at fault, or that I was NEVER told of certian things. EVERY TIME I HAVE CALLED CUSTOMER SERVICE, I AM TOLD "I'M SORRY, THEY SHOULD HAVE TOLD YOU THAT."
"they should" does not help my bill with the extra armount of charges.

Hoodwinked by Verizon Customer Service??

Been with Verizon for a few years so went into local store to see if could upgrade a few weeks early. Rude manager on site told me no and made sure I understood that no one up the food chain would help me. Also, offered info re potential providers I might defect to if I didn't like it. Called Verizon customer service and, after review of my excellent payment history, etc., they ok'd the upgrade for that day's sale price. Also, agreed to new service contract and accepted terms and conditions over the phone. Was quoted 2 day free shipping for the phone - but now 10 days and multiple phone calls being passed around from person to person later, STILL no phone. I have been promised on at least 3 occasions now, that the matter was handled and Verizon would make good on its representations. Last week, I told a rep I was going to file complaints with the BBB and Dept of Consumer Affairs and she asked that I wait until Monday, again promising it was being handled. Monday has come and gone and still nothing. To add insult to the pile up of injuries, I checked my account on line this evening and my phone order has completely vanished! Like it never existed. I called Verizon and got a rep who was very nice but could not help except to say that multiple folks had tried to fix the order issue but it kept getting kicked. So basically, they just didn't contact me. Hoping I'd go away? I sat on hold again, promised a supervisor was coming but finally, after over 30 minutes, I just hung up. Not surprisingly, my phone has not rung with a followup - even though CLEARLY Verizon knows who I am and the situation. Horrible HORRIBLE treatment of your customers. Very poorly done Verizon. I have filed my complaints. Maybe Verizon will deem the BBB or Public Utilities Commission worthy of some sort of consideration - as apparently I, as a long term customer, am not.

I know how you feel! Verizon is seriously lacking in the customer service department this is what I'm going through!
Why has Verizon lied to me about everything from the jump? I have been with Verizon since about June. At first it was two lines then 3 then 6. Once I added the last 3 lines, tablets, my bill went through the roof!! I was told the tablets would only be $10 a month a piece. My second bill was $780!! What the heck is that?!? Now it's $500. I do not understand why it is costing so much!! I also suspended the 3 tablets and was told it would lower the bill, it hasn't, I also got a discount from my job and that would lower the bill,it hasn't. I want something done about it NOW. Or I will leave without paying a dime! I am sick of the lies and the hidden fees no tells you about!! This is crap! Fix it now!

Please do not trust Verizon customer service team based on my experience.

Please do not trust Verizon customer service team based on my experience.
I have a internet service with Verizon and I am paying $79.99 monthly for 15/5 mbps and one day I saw a flyer from Verizon stating that $79.99 you will get triple play with 25/25 mbps speed and with 2 year contact I will receive $400 Visa gift card and I decided to sign up for the triple play with 50/50 for $99 and I called Verizon customer care and I have asked for this offer and she said yes you will be eligible for this offer and I will receive that $400 after 90 days. so I am willing to go for it and I said ok with 2 year contract and then she told me that our conversation will be recorded and she asked me to wait for the recorded conversation and we have completed the contract and I told her that I will pick the equipment form the Verizon office today (12/30/2014) and I went there and i took the TV box and came home and fixed it but it didn’t work and it is throwing the 8312 error message and I called Verizon customer service and one representative told me that I will get charged for $140 if you want technician but I told him that why should I pay because your Verizon service is not working but the guy keep on saying the something and I hangup the phone and I called other day 12/31/2014 and some representative told me that that is our (Verizon) problem and I will send the technician on 01/02/2015 as tomorrow is Jan 1st we may not have anyone and i said that should be fine.
But I have received an email from Verizon on 12/30/2014 stating that my FIOS TV was activated.
I tried the TV service for 3 days and we (my family) have decided that these are not useful channels for us and we have decided that we can disable the TV service and we would like to go back only Internet service (15/5 mbps) and I called the customer service and told the something but She told me that there is no way you can go back to 15/5 mbps as Verizon is no longer offering this service and I don’t have more choice left. I have requested her to cancel FIOS TV service and I told her that I just need only Internet service. She said that should be fine I can cancel the TV service and you will still get charged for Activation fee $59.99 and there is no way I can wave that fee.
I asked her why should I get charged as I am canceling the service with in 4 days ? She said there is no way we can wave that. Then I asked her ok at least you can lower down my internet speed from 50/50 to 25/25 and then she said we can’t do that. Then I requested her supervisor and after 5 mins she get hold of her supervisor and here I asked her what are my best options to lower my bill as Verizon is no longer offering me 15/5 ? She said whatever she offered is the best and at that time I asked her I want to keep the FIOS service but I would like to lower down the speed from 50/50 to 25/25 and I will get that $400 gift card then she told me that there is no way you will get $400 gift card and I am sorry that even if you keep this bundle you should not receive that gift card whoever told you that is not the correct information and again she asked me that did you receive the email stating that you should receive $400 gift card. I said no and told her that I didn’t know about your automated email generation but I have trusted the Verizon customer representative and requested her to pull the recorded conversation but she didn’t agree with it and at the same time she told me that these records may to may not be stored in our records.
I asked one question that I have received the email from Verizon stating that my TV service was started on 12/30/2014 but actually it was started in 01/02/2015 and are going to trust your automated emails ? She had no answer to it and stated that we have finished our conversation and told to customer representative that please go ahead and cancel the TV service for him.
This is very very bad customer support from Verizon.
Please do not trust Verizon customer service team based on my experience.
Funny thing is that they (Verizon customer service representative) are not believing their own team.
Good suggestion : Please request them (Verizon customer service representative ) to send an email with the gift card information and please check your email before you are installing the TV equipment otherwise you will get no response from them.

First thank you so much for your response!
Second, The supervisor is not really care about the customers as I am using Verizon internet connection for the years but she really don't care about it and at the end of our conversation she told to customer rep that please cancel his service and then she hangup the phone. I not even confirmed about the cancellation. For no good reason now I am ending up with paying extra $10 for only my internet service. Now they told me that I need to pay $89.99 monthly + activation fee $59.99 but they offered me high speed which is not required for me at this movement.
Also I went to the Verizon office and I took the box and came home and installed for my self but still they are charging me $59.99 activation fee even though I cancelled my service with in 4 days of time.
Also the supervisor asking me that do you have any email confirmation ? But by the time we receive an email we might have completed telephone conversation with the rep stating that we have agreed all the terms. How could we know that we need to check our email before the activation ? Verizon team didn't spicified to me about it.

IPhone 5 and Verizon customer Service Nightmare Please help!

I need help with Verizon customer service. I would like to know if I am being unreasonable. Here is my story. I ordered an iPhone 5 from apple to add to my Verizon account. This will be my fourth line of service with Verizon. I spend over 200 dollars a month with Verizon. I ordered the iPhone on the first day it was available to order. I received my iPhone on Tuesday 9/25/12. The nightmare begins. I call Verizon customer service to activate service. I get bounced from department to department because they are unable to activate my phone. This goes on for about an hour. I then get to a nice young lady that was very friendly and worked hard to try to help me. We spend for hours on the phone speaking to all of her different departments and even calling apple care and apple directly. The problem is Verizon set my new line of service to start in the middle of October. After about 4-5 hours on hold with customer service I am told they can't activate my new phone until the middle of October because when the order was placed they set up my activation date wrong. They went on to tell me they could do nothing more and transferred me to apple as they said only apple can fix the problem. I spend the next two hours on the phone with apple. Apple class all their tech support and calls Verizon back and explains my phone is a working phone and Verizon is the one providing the service so this is definitely a Verizon issue. I am advised by apple that I need to call Verizon back to fix. At this point Verizon is closed as I have been on hold with reps past closing time. I call back to Verizon and get a really helpful customer service rep the next day. Spend two hours on hold with him and he gets my service turned on. He states they should have been able to help me with this yesterday and apologized to me. He advised I would have to call back the next day to change my phone numbers around. Total time invested today 2 hours. Total time invested so far over 8 hours. I call back the next day to get my numbers moved around. Takes about an hour. When we are done I ask if I can get a credit on my next bill for having to spend over 8 hours on the phone to fix Verizon's mistake. I am transferred to a very condescending manager who laughs at me and tells me in essence they don't care about my time. He offers me one day of service credit. I advise him this is unacceptable. He gives me an analogy that this is like me getting my electric turned off for not paying and then wanting a credit for the time it took to turn back on. He even laughed at me on the phone and told me he wasn't going to do anything. When I asked to speak to a higher up manager I was told no. My question is who do I advise to get this rectified, and is it unreasonable to expect a credit when I spent over 8 hours on the phone with Verizon to correct their mistake? Pleas help!

Yes, don't feel it is as black&white as other posters here, but it is impractical.
What is the value of your time for example? If you are not self-employed, were you still being paid during these 8 hours. A court would consider actual economic loss, did you lose money during these 8 hours? And do you/your employer pay customers in similar situations? In my experience, you get credit based on the service (e.g. the 1 day credit) rather than being paid for your time.
And on the flip side, if I call up Verizon complaining that my phone doesn't work, and it turns out that I had forgot to charge it, do you want to be billed for the rep's time when it was your mistake? (Of course, wireline DOES do this, if Verizon dispatches a repair tech and the fault is inside your house etc (without a wiring contract) you do get charged)
Certainly the one day credit is the minimum they should provide. As others have said, your real recourse is to return the phone.

I need to cancel my yearly subscription to Creative Cloud, and so far Customer Service (email, chat, etc.) has been of no help.

I need to cancel my yearly subscription to Creative Cloud, and so far Customer Service (email, chat, etc.) has been of no help.

I agree. I personally just want to downgrade to a single-app account, and the company makes this almost impossible to do. Is this even legal?

Verizon Customer Service poorly trained or just want to make it hard to reduce bill.

I have five lines with Verizon on my account. Two of the lines were no longer under contract as of the start of August. So call customer service and requested to have the $25 discount applied to each line which I was told would be reflected on my next bill. I should mention that I was on hold for a long time before being connected with a rep. My bill comes in in September and the discount had not been applied which meant I was being charged $50 more than I should be. Once again I call into customer service and wait over ten minutes just to be connected with a rep. Once connected the representative has a hard time figuring out what has happened and puts me on hold many times. After over 20 mins I am finally told that she will issue a credit (which did happen) and I will see the changes on my next bill. Well I just got my October bill and of course the discounts on the two lines once again are not there. So again I call customer service wait over 5 minutes to be connected and the representative reviews my account and reads me twice a generic statement regarding the discount that makes absolutely no sense. I asked her what that statement had to do with me not getting the discount applied and she said she was just reading a note on my account. She then went silent for several minutes. At that point I just hung up.
I am a Sales Manager and if my company provided this type of customer service and mishandled billing/account changes to this extent I know I would be losing business. So I ask, being that the other mobile providers have more attractive plans from a cost standpoint and their overall product has improved why should I stay with Verizon now that I am not in a contract.
Are there really any compelling reasons to stay with Verizon? I know my time in very valuable and having to call repeatedly to ask Verizon to correct their mistakes does not show me they value retaining business. I am thinking that Verizon only wants the customers that are under contract or penny up for a new phone every 1-2 years.

So I am in the very same boat. Moved from a new apartment buidling with fiber to my apartment to an old condo. I think they should call this Fake Fios. So I have this VDSL modem now and a Quantum Router (the later a waste of money, I think, at $10/mo. ) I wonder if I could plug in my old Netgear router and save $10/month?
I actually was getting 29 down and 4.9 up. But unfortunately, within a day of install, the VDSL modem started loosing sync intermittently, Seem to go in spurts. Everything works fine for 30-40 minutes, the sync light starts flashing for 1-2 minutes then it comes back. During the loss of synch, of course I have no internet. It is almost as if there is noise on the copper pair between my apartment and the telco closet on my floor. I have not opened a ticket yet because I had to go out of town for 10 days the day after install. Will call it in when I get back.
Another oh-by-the way. There is only one coax between the central closet and my rental condo. So if you use it for Fios TV, you can't use the building's over the air master antenna feed for the bedroom.
I got a good deal on the condo. But will not rent a old place again. Got really spoiled by the 80/80 up/down in my old place.
I will go without internet and TV before I use Comcast. The worst customer service on the planet. Thank God their merger with TWC was nixed.

Does anyone else have this much trouble with Verizon Customer Service?

I cannot get any Verizon Customer Service to answer me through email or correct their errors through their store or through the telephone customer service. I have written to them three times with no reply back (although it says it will be answered within 48 hours), gone to the Verizon local store, and called them numerous times.
Ever since I purchased three i-pads for my sons as Christmas gifts my life has been nothing but stress while dealing with Verizon and Best Buy while trying to get a jet pack added to our account through Best Buy and trying to straighten the mess out through Verizon.
My bill is so messed up, of course in their favor, and they cannot seem to figure out how to fix it or else they don't want to take the time to fix it.
I own my own business and they should know that you NEVER just IGNORE the customer. They eventually do go away (to another company). When a company will not ANSWER complaints...there IS a problem! I am taking the next channel up.

This is what happened. I bought the three i-pads at Best Buy because that is where we buy all of our computer products and it didn't occur to me to buy them at Verizon...Hence, that is why it went through a third party. Later, I found out I would have paid a much higher price, according to a Verizon salesperson, so I am glad that I didn't. But anyway...I bought two jet packs with the three i-pads because I didn't think two of my kids had internet connection so of course, I wanted them to be able to use the i-pads when they opened their gift on Christmas. I have a business account with three smart phones already with Verizon. The Best Buy salesman attempted to put the two jet packs on my business account, but he said they would not transfer on that account because it was a business account, so he had to open a new individual account and that Verizon would transfer it over to my business account. Right then, I could see dollar signs. That is why I went to the Verizon store the next morning (Christmas Eve) to straighten it out before letting it go on any longer. I explained everything to the sales person and he assured me that he fixed everything. I explained to him that I wanted to add the two jet packs on to our account...and for them to share our 6 GB of DATA at the present time until we could see how much we used first. Seems that one of my sons did have internet and he didn't need the jet pack. I called Verizon and was told to return it to Best Buy and I would not be charged for it since there was NO USAGE of data on that jet pack. We returned that jet pack. HOWEVER, the wrong jet pack was cancelled. So the one that was taken back was not cancelled through Verizon (it remained active) and the jet pack that we kept had no service and was cancelled. Was that Verizon's fault? Or was it Best Buy's fault? I don't know...but it was not my fault! My son lives out of town and he had to bring his jet pack in to Best Buy in order to get service on his jet pack reinstated. So therefore, he went a week without service, yet we were still being charged for two jet packs...$ 50.00 PER jet pack plus they tagged on 5 GB PER jet pack, which is not what we signed up for. The charge should be $ 20.00 per month to add the jet pack on to our business account. We are aware that we can contact Verizon *611 to talk to an agent because we have talked to them approximately five times already. I have emailed them three times with no reply. I have never had a problem before this, but I never had any issues so never had a reason to contact them or deal with customer service before. Jimfitzgerald...the reason people deal with a third party is that it saved us $300.00 from Verizon's price and we purchased these for 18 months with no interest. Had I known that Best Buy and Verizon do not work well together, I might not have ever bought these at all...But we have one jet pack now that we added to our account and still are being over charged for the two jet packs @ 50.00 per jet pack @ 5 GB data each...totally ridiculous. My son tried to straighten it out and was told by Verizon that we had one of the jet packs since 2011 and the other one since December 2012. Finally, Verizon said they understood and would straighten it out...But our bill is still wrong. How do you get them to answer your complaints? How do you get them to understand? If I don't pay our incorrect bill, they told me they will cut off our service and they are our business phones. Suggestions?

Apple Customer Service and warranty exceptions

Hello all,
Whilst I love my Apple hardware and software, and have had many good experiences with them over the years, unfortunately I post today with a complaint about what I perceive to be poor customer service and product quality.
In late March/early April of 2006, I purchased a 1.83GHz MacBook Pro with great anticipation- Intel inside, Tiger OS, inbuilt webcam, and general awesomeness all round. I also purchased the 3 year AppleCare warranty, which was to be a godsend as during the following three years I would experience:
*The replacement of the battery under the original MacBook Pro battery exchange program
*The left fan on the unit dying in 2007
*The logic board itself dying in late Feb/Early March 2008, thus bricking my laptop
*Another battery replacement as the replacement for the original died before it (realistically) should have (Apple very nicely made an exception to the battery's 1 year technical warranty and replaced it for me).
Fair enough, it's a new unit and was bound to have some problems. Unfortunately, last week the logic board died AGAIN; a mere 18 months after it was replaced in 2008. The unit is out of AppleCare warranty by 5 months or so, but I was urged by forumites and friends to call Apple, who would surely make an exception for me and pay for the replacement part, given my service history with the laptop and Apple's reputation for excellent customer service.
Unfortunately, this has proved to not be the case. Calling customer service at Apple Australia I talked to Steven, who was firm to the point of rudeness when he stated that my laptop was out of warranty and Apple would cover nothing but the labour charges involved, as a "guesture of good will". When stretched, he offered me a $125 voucher if I wanted to purchase anything over $400 in the Apple store, and stressed he didn't have to do this but the company was attempting to provide good service to its customer.
Despite my argument that I forked out over $3000 for this laptop a mere three years ago and am now looking at over $1000 to repair something replaced only 18 months ago, his line was that Apple provided a warranty and that was simply that (apart from a month or two grace). Five months is apparently "far outside the warranty period".
I received no challenge to my assertion that after buying something which cost over $3000, it was reasonable for Apple to expect a consumer to pay an extra $1000 every year after the warranty finishes to replace a broken logic board. In truth, I find this near incomprehensible, considering one can buy the supposedly inferior build quality of a Dell, HP, Toshiba, etc and see it last not just beyond the warranty but another two or three years before it finally suffers something terminal.
While from a warranty perspective Apple are well and truly within their rights to refuse to pay for the part, at the end of the day I am left to pay $1000+ for a repair for something which may only last another 12 months, plus $3500+ for a new Macbook Pro with AppleCare if I want a replacement- minus of course the $125 they are offering.
I did some reading of the ACCC's website about my statutory rights and the Trade Practices act, and I note the following with interest:
*Statutory conditions (goods)*
The Trade Practices Act implies the following statutory conditions into consumer contracts:
* The goods must be of merchantable quality. That is, they must meet a basic level of quality and performance, taking into account their price and description. They also should be free from defects that were not obvious to you at the time of purchase.
* The goods must be fit for their purpose. That is, they should do what they are supposed to do and be suitable for any purpose that you might have made known to the supplier.
* The goods must match the description you were given or the sample you chose from. For example, any carpet laid must be the same quality and colour as the sample you chose from.
* You must receive clear title to the goods, including goods bought at auction. In other words, you can expect to own the goods outright and any restriction on ownership should be explained to you beforehand.
While I don't particularly want to make a big deal of things, I hardly see $3000+ for three years use and $1000 each year thereafter to be merchantible quality or fit-for-purpose! This is supposed to be a high end laptop with excellent build quality, and yet I've a secondhand iBook that has been chugging for longer without issue than this machine!
I told Steven from Customer Service that his offer didn't satisfy me in the slightest, and still put me in an awkward position with regards to repair and repurchase. He simply wouldn't budge, and refused to see things from my point of view (which another operator, Anu, was able to do and thus produce a much better response from myself). I have since asked to speak to his manager which- after initial resistance- I have been able to secure a future callback from. I have no idea how well discussions with he/she will go.
What I'd like to hear from you guys and girls is your experience with similar situations, and whether you think I've a leg to stand on with regards my replacement request or the ACCC stuff above. Again, I love my Apple products but I hardly think asking them to replace the part while I pay for labour is a big ask, given the service history and my desire to continue buying and using their products.
Love to hear your points of view on this one; thanks for taking the time to read it!
Cheers,
Dave.

Dear meacod
I have live the same, except that I Cure my MBP before it goes to die.
A lot of older participants here just talk about Aplle care, which seem the automatic thing in front of a lack of real good quality on Apple products .
But I think we pay the price, and my second hand MBP was much more expensive than a brand new PC with more ram, more Hard disk, and even a blue ray...
I don't know your mbp history, but that's sure that we are not equal, in world, with Apple customer support. France is not so great, I don't know for your country.
The only thing I think is that Apple should take care of us, as we have some unacceptable issues, for An Apple Product...
Since 1996, when Apple was almost dead, saved by Bill Gates investment !!! , I have every year promote it, and it was not easy, but I have bring to Apple between 3 to 10 customers each year..
since One year, I have stop that, because I don't believe anymore in Apple product's superiority .
Oh, yes, on the paper, it's better, the system is really good. But the overall experiment can be so bad that I don't want to loose friends, or customers...
I don't say it's always bad : I just say that it CAN BE SO BAD and that Apple DON'T take care of that...
so, for your computer, open it, check it a lot, may be it's too late, but for instance, you talked about a fan, I have solved that case just by putting oil on the fan's axe...
good luck

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

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

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

Verizon Customer Service is terrible!

I don't even know where to start.   On Monday I contacted Verizon Wireless customer service about a possible upgrade.   My daughters screen on the Droid Razor is cracked and falling apart. Cutting her finger at times. I have insurance but since I have an upgrade available on 2/28 I figured I would see if they would allow to do the upgrade 4 days early.   I thinking this is not big deal based on the amount of devices and amount of money I send these sharks each month.
I called customer service and they said no. Okay, I understand front line reps don't have the power to do anything but apologize. Anyway they told me to go to my local Verizon Wireless store any they could put in an over ride. I'm thinking great, I have to go out that way to do shopping so why not.
Well I get to the store and older lady I spoke to said no as well and that "The computer won't let us".   My arguement was that it was just 4 days and a manager should hopefully be able to help me so I don't have to drive out here again for no reason this weekend. But, no she insisted that they could not help me.
Checked out the edge program...What a joke even if I wanted to do it the local store said they couldn't because we need to trade the device in and it has to be in good shape.
Verzion....Your customer service just sucks.   You have trained your associates to be nothing more than computers and to blame your poor service on computers.   I'm probably going to get my daughter a new iPhone 5 with another carrier since her contract is up Friday and move the rest of my devices by summers end.

Although you find it unfair Verizon's policy is no early upgrades. Now granted in some cases I am positive the upgrade can be approved by a higher manager, but if they don't allow it. No need to be so mad at what policy you are bound by.
If you wanted to pay full price you could have upgraded without any contract after February 28th. which many people prefer especially given the conditions of their devices. But other than that you would have to wait it out. Bummer I know.
You could always place another device that works on the line of the phone that is broken. Then remove it when the upgrade date arrives.
We often have to take a deep breath and think without anger. You may find it is not as bad as what you are thinking it is.
Good Luck

Verizon Customer Service?

Verizon Customer Service?
A Verizon Supervisor just told me on 1/08/2011 and I quote: “ You can't expect first class service if your only paying for coach.” and So
I'm writing this to express my dissatisfaction with Verizon home phone and internet service, as my only recourse since I live in an area where they are the only option for this type service. My hopes are that if enough people know the kind of service that is being provided or not provided as the case my be, and of the attitude of the supervisor that I had the misfortune of contacting, That Maybe, just maybe there will be some sort of change and We can get some kind of service? Even in coach.
First I like to let everyone know that this is not a one-time problem our service has been out 5 times in the matter of a year and a half and each time we have call for service it has been handled pretty much the same way. We pay for Life line phone service and DSL high speed internet when it is working I have no complaints the problem is when you need a trouble call, our Life line phone service was out for 10 days before a local repair tech was even contacted, he was just here and fixed the problem at the box down the street in less than 10 min he also let us know that he had been available thee entire week and was not busy he just wasn't informed that there was a problem. We called the problem with the phone in on New Years day and didn't expect anyone out then, but was told that some would be out on the 4th between 8am and 11am, well that did not happen and we waited all day before calling again. That night I call the toll free number again and was inform that they had no record of a trouble call even being placed, but that they would set it up now and that a repair person would be out on the 7th again between 8am and 11am at 1:30pm I called again, this time I was told rudely that the problem did not need a technician and would be repaired by 7pm that night. At 6:55pm I called with a friends cell phone and talked with a supervisor who apologized and assured me that someone would be at our house in the morning, guess when? Yep between 8am and 11am she also told me that she personally would follow up on the problem. Next day 8 to 11 came and went and no phone service at 1pm I called again and asked to speak with a supervisor I was placed on hold for close to an hour and when the supervisor did pickup I explained the problem and also inform him that along with being a life line it is also the contact number for my home business and he told me that it didn't mean anything and that if I had a better phone plan my service would have been repaired by now, and “ You can't expect first class service if your only paying for coach.” but would try to get someone out before 7pm or the next morning (Sunday) did not believe it but after that I did not call anymore the service was fixed at 2pm on Monday the 10th. I guess I should just be happy it was fixed, but I wanted people to know how Verizon Customer Service treats it's customers.
Thank you,
D mad in Lottsville, Pa.

Dear ANYBODY at VERIZON who ACTUALLY Cares!
I also agree that the customer service or I should extreme lack there of is your main problem. I just got off the phone with a Melissa {edited for privacy}who is a Sales Associate in Virginia. Her title is consultant. I have had so many problems with Verizon since I moved into my new home last July that I can't even count anymore the amount of times I have had to call and argue with them. They are never willing to just fix anything or help the consumer. It's always our fault or we need to call this department that's not there problem, it's a different department etc. I am so sick of this. I had my service go out probably close to a year ago and they had to come out and replace the line. I was told a temporary line was being installed and a week later they would be back to bury the line. Well they NEVER came back. I have called several times and nothing gets done. Plus I have had SOOOO many problems with my bill its like a child is handling it. When I moved I was suppose to have service transferred. It wasn't. The guy who had no clue what he was doing that worked for Verizon didn't transfer me he set up and brand new account all together. I even questioned him a few times about why he needed my social security number etc and told him I wasn't getting a new account that I was just transferring service. He said that he understands but that this is part of that transfer. I didn't understand that but then I don't work at Verizon(probably have more brain cells than are required for them) so I let it go. I later find out that I have two accounts open. So I owe this outrageous amount of money. I call back and get the run around. Eventually after several hours on the phone and several weeks of back and forth and research and after I called them again! I get it figured out, OR SO I THOUGHT! So my new bill arrives and there is a huge like $350 early termination fee. Are you kidding me??? Hello I just went over this a billion times I didn't cancel your stupid service I transferred it and because the wonderful associate working for them couldn't successfully do his job, well I was suffering for it. So then I had to call to get that HUGE fee removed that I should have never been charged. WEll this took SEVERAL MONTHS to get worked out. Finally after spending countless hours on the phone and hold and being transferred and going back and forth a Supervisor agrees to take care of this and apologizes etc. Well my account apparently was placed on hold. So a few months goes by and I get no bill. I figure OK it's probably because I have a huge credit now so I don't have a bill. Well I called anyways. I was told my account is in a hold or suspended status in their system in review and that a c credit should be issued soon but it can take up to something crazy like 8-10 weeks to get resolved. I explain that I am worried because if there is a bill after all this time I don't want to one day get a huge bill in the mail. The said that I actually had a credit and that adjustments were being made to my account so there was no need to worry. Well about a month or 2 after that BAM a huge almost $500 bill shows up. SO have to call back fight with them some more and tell them what happened but at the end of the day I am still responsible for the bill as I have had the service the tell me so I still need to pay for it even though I tried dto do that ALL ALONG! So I have to come up with almost $500 plus the new months bill is getting ready to go out. Well I didn't have that kind of money right then. So I had to take my time and pay it over several months plus the new bills that were coming in on top of that each month as well. So NOTHING and I mean NOTHING but problems. Then my service gets shut off after I already called and talk to them and made and online payment. So of course it's after hours and I can't get a hold of anyone to actually talk to. Well I say screw and just make a payment to get it restored. WEll that also doesn't go smooth. Why would it right? So I spend about 2 hours trying to make a payment and restore service. I mean they shut my phone off so I can't call anyone except the number to restore service except that number does me no good because nobody is there because the office is closed. SO I try to pay online. Should be easy right? Nope go through a bunch of crap to do that and finally submit payment and get a message that my payment is unable to be applied to my account please call customer service to proceed. Well customer service is CLOSED! At this point I just can't even take it I am about to SCREAM! SOOO I finally just get back on the phone pay through the automated system where I have to receive an additional fee for paying but at this point I am so frustrated I don't care anymore(sad huh) THe next day I find out they processed my payment twice! Of course they did! Then getting the money returned and the extra fee I had to pay for paying it a second time when there system told me it wasn't paid but then they took my money anyway well that couldn't be refunded because that wasn't their fee. That's a 3rd party fee! OF COURSE IT IS! So NOTHING but problems. SO I am trying to play catch up as usual. It's also Christmas time and I try to go on today to pay my bill. I notice my new bill just billed a week ago is almost $190. Are you kidding me? So I find a $30 fee. I call and the fee is for them shutting my service off. $30 for you to click a button and turn in back on?? Talk about being robbed! So I talk to this Melissa {edited for privacy}and try to explain my frustration etc and ask to get the fee removed. Well she takes it upon her self to not remove it. It's her judgment call and because I have a balance at the time she won't do it. She can remove it but she WONT remove it because I have a balance! GIVE ME A BREAK! All that they have done to me and put me through and they can't remove it because I have a balance? Yea I am so over Verizon and switching services ASAP NOW! THANK YOU MELISSA {edited for privacy}FOR SUCH WONDERFUL CUSTOMER SERVICE TODAY! WAY TO MAKE YOUR CONSUMERS HAPPY AND KEEP LOYAL CUSTOMERS COMING BACK! A+ on driving them away!
Simply put. Verizon is just out to get your money. THey don't care about thier customers and when they screw up we have to just suck it up and deal with it. We make a mistake and again we have to deal with it. I have never had my service turned off. The one time I do they can't remove the HUGE $30 restore fee! The service is restored electronically and you have to wait 4+ hours and they still charge you $30! Seriously give your customers some respect even a little would be nice! After all I been through I don't think them reversing that huge $30 fee would of killed them.

Terrible customer service and relations

In January of this year my wife and I switched back to Verizon from StraightTalk. I purchased the Droid Turbo and she purchased the IPhone. Shortly after getting our new phones, I made the dumb mistake of laying my phone on the back of my truck and drove down the road. When I realized what I had done, it was too late. My phone had already fallen off and had been smashed. I had not purchased the insurance for the phone so I knew I was going to have to foot the bill since we were on the Edge plan. After confirming this with VZW, I paid the $635.99 on February 10, 2015 at Z Wireless in Everett, PA to buy out my contract. I was then told that I would have to wait for the billing cycle to roll around, which was only a couple of days, to get a new Turbo on the Edge plan. I went back to the store once the bill posted to get my Turbo. They tried to scan the phone but their screen would not let the transaction go through. They then contacted VZW to see why. I was then told that I had to wait 30 days because of policy. I then went back to the store on March 10, 2015 to get my Turbo as instructed by VZW customer service. After arriving at the store, we had the same problems as before. The store was told by VZW that it had to be a full 30 days and that I could get my Turbo on March 11, 2015. So on March 11, I went back to the store, as instructed by VZW customer service, to get my Turbo. Once again, the transaction would not go through. The store contacted VZW to see what the problem was this time. I was then told that VZW had not posted my payment until February 16, 2015 and that the 30 days did not start until then. I paid the $635.99 on February 10, 2015 and it came out of my bank account on February 12, 2015. I then personally contacted VZW to voice my displeasure and to see if there was anything that could be done. After talking with several customer service representatives, it was obvious that I was now going to have to wait until March 16 to get my Turbo. So on March 16, 2015, I contacted VZW before I made another trip to the store to get my phone. The VZW customer service representative assured me that I was able to get my phone today. I then made another trip to the store to finally get my phone. Wrong! After once again trying to scan my phone, the store manager had another message come up on her screen. She then contacted VZW once again to see what the problem was. I was now told that it could take up to 60 days to get my Turbo because there is something wrong with the VZW computer network. Even though I am now supposedly eligible for the Edge, I still cannot get it because of a problem with the VZW computer system. So, as of 11:43 am on March 19, 2015 I am still without the Turbo. I cannot for the life of me see how and why it takes this long to get a cell phone. I understand policy and procedures, but it is a cell phone, not some national security issue. In all my conversations with the customer service at VZW, about all I can get is the standard " yes I will help you get this resolved" and then the " I am sorry, there is nothing we can do but we appreciate you choosing VZW". I so very much regret leaving StraightTalk and choosing VZW. I am tired of calling customer service and nobody knows when I can get the Turbo except it was 30 days and now its 60 days. After our contract is up, I can promise VZW will never see another penny of my money. I know one customer is not going to break your company but I am very highly UNSATISFIED with the entire VZW company. If there is anything that you can do to expedite or resolve this process I would very much appreciate it. I hope that this does not fall on deaf ears or just get deleted. I look forward to your response

Wow, I can certainly understand why you would be so frustrated lastchancewithvzw. We want our Edge program to be an easy process to customers and I apologize you have not experienced that recently. I would like to clarify the buy out process with our Edge program. The 60 day time frame to enter a new Edge agreement is correct. The Edge buyout amount is shown on the bill the same day. However, they payment is not applied to the account after one bill cycle to ensure there the payment is not reversed or disputed. I apologize about the confusion caused. Thank You, MichelleS_VZW Follow us on Twitter @VZWSupport If my response answered your question please click the "Correct Answer" button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

Verizon customer service and new direction company has taken...?

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