Verizon terrible customer service

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

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

Similar Messages

Has anyone else had terrible customer service trying to replace a lost or stolen phone through Verizon?

Has anyone else had terrible customer service trying to replace a lost or stolen phone under their warranty plan? How did you get a resolution or replacement phone?

Hello dpetrie,
A lost or stolen phone is definitely not fun! If this is the case then I'm sure that we have an option available for you. May I ask what model device did you lose? As tikibar1 mentioned, do you have insurance on the device? If so then please advise so we can share options with you.
Thank you...
ArnettH_VZW
Follow us on Twitter @VZWSupport

Contract mis-sold. Terrible customer service from a supervisor-no clear way to make a complaint

After being a good customer for a year and a Verizon Wireless customer for 5 years, numerous issues with Verizon Fios have surfaced.
1) Representative totally mis-informed about the contract
When I took out a contract with Verizon FIos a year ago, I had not wanted to have a contract because they only option available was for 2 years and I knew that the lease for my apartment was only for 1 year and in all likliehood I would be moving. I was told by the representative that there would be no problem if I took out a 2 year contract because I could simply transfer the existing contract to wherever I moved with no issue.
Fastforward a year and I'm moving, call Verizon to make the transfer and i"m told, that actually i'm effectively cancelling my existing contract and re-starting as a new customer. This means that my bundle has gone up $10 a month and I would have to start another 2 year contract.This completely contradicts what I was told a year ago. I would never have taken out the 2 year contract if I had known this.
2) Terrible customer service from someone who is a supervisor
This morning I spoke to a representative and after she said she couldnt address my concerns about being mis-sold the contract, I asked to speak with a supervisor. How he handled the call was incredibly unhelpful and rude - I dont understand how someone at a supervisor level can have that kind of attitude. First he tried to indicate that it was my fault for not being clear with the representative last year (before he knew the full facts), he did not take show any recognition that being mis-informed about a contract is a significant issue. When I asked him how to make a complaint he told me to go to verizon.com/contact. I did this while I was on the phone with him and told him that there was no clear way to make a complaint, I was told "I am a supervisor, I cant sit here on the phone with you and take you through it step by step" - I was not asking for step by step help, I assumed that as a supervisor he would know which wa the right section to click on. He then basically made it sound like I was an idiot and I was told that every other customer seems to find it intuitive (which judging by other comments on this forum about the contact piece of the site is not actually true).
3) Impossible to file an official complaint through normal channels
There is no email address to which you can send a complaint (according to the team on the phone). On the verizon.com/contact page, there is no option for making a complaint. When you type in a question about making a complaint nothing comes up. This seems ridiculous and makes it seem like Verizon is not interested in hearing customers feedback.

Hi customer11201,
Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and look at the top of the middle column where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.

Fed up with the terrible customer service.

I'm so fed up with Verizon's terrible customer service. My DVR started going out last week. I figured that now would be a good time to get the new 500gb DVR that all of the new customers get to have. After several long calls with "customer service" they said that I could pick one up from the local store (which is a 30 minute drive). So after calling in the morning to make sure that the boxes were in stock, I went down there. They refused to give me the newer 500gb DVR, instead giving me a 120gb DVR.
When I got home, I called customer service again three more times. The third time, the customer service agent put in an order for a new DVR, promising me that I would receive the 500gb box. Guess which DVR they sent me? The 120gb DVR!
Again, I called customer service, got hung up on, called back again and was unable to speak to a supervisor. They also claim that they have no control over which DVR they can send. That's so ridiculous.
I've had it. I pay waaaaaay to much and have been a loyal customer for over 4 years. I don't even get the 25/25 internet speed that I'm paying for. As soon as my contract is up I'm switching to Time Warner or AT&T. I know their customer service is much better, and at least I'll be able to use a faster wireless router.
Good Bye Verizon. You're way too expensive for how you treat your customers.
Solved!
Go to Solution.

October 2011
Wanted to add another set top box for a 3rd TV. So I called customer service and had them send me one instead of going to the FiOS store which in my area, which uses 2 gallons of gas round trip. I asked for the newer black colored box which is lighter and uses less energy. 2 days later, the package shows up at my door and low and behold, they sent the old large box instead. Surprised? So I called the local FiOS store in Spring Valley, NY since I couldn't get through to customer service on the phone that morning (perhaps because it was the day before hurricane Irene struck the NY area) and was told to just bring it up there. I wound up spending FOUR HOURS in the store as I was told they couldn't switch it out because it wasn't plugged in and activated! They made calls to different departments in an effort to straighten this out, but to no avail. I wanted to take the box and smash it on the floor in front of them! Unless I miss my guest, ALL cable boxes are tracked by their serial #, so why was there a problem? Because of a colossal design FLAW in the Verizon FiOS computer system that requires you to plug in & activate a box BEFORE you exchange or return it. Have you ever heard of anything so stupid in your life? So I took the old box home, took apart that part of the wall unit, replaced the existing HD setop box with the wrong one they sent, activated it, put the wall unit back together, took the box I've had for 4 years back, got the new design one, bought it home, installed it, and low and behold, THERE'S NO CLOCK DISPLAY! The excuse customer service is giving out for this one is that alleviation of the clock display makes the box use less energy. Just who does this company think they're BSing? I was in the digital clock biz back when digital displays first came out in the 1970's. These vacuum florescent types use barely any power at all to speak of compared to what the box consumes overall. They know the average consumer doesn't have the technical background I have to know better. Just another excuse so Verizon could save a buck or 2 on each box they buy from Motorola, As Porky Pig would say, "BADEE BADA BEDED THAT'S ALL FOLKS!"

Why has verizon's customer service went so down hill

I have had 3 different discussions on the phone trying to get my billing cycle changed to something that works with my new pay periods.
The first person firstly was so rude and insulting and couldn't put the date to exactly what I needed for some reason. The second said something like "so you're not going to pay for your services" when I was asking her to explain what was happening with this extra charge she told me I was getting. She was very insulting again just like the one before.
Three calls and several hours of phone time later I spoke to a very helpful person that filed a complaint for me. I was very appreciative to his help and now I see that we should all do that when we run into these people.
But I think that possible these new rude and insulting employees of verizon may be pressured to be that way or over stressed? I've been a customer along with several of my family members for years and I never used to experience this kind of terrible customer service.
In fact, the biggest reason I personally kept verizon and got my family members to get it was due to their customer service. It used to be great and what it should be as far as I'm concerned. We pay a lot for these phones and they are overpriced as we all know so we should definitely get our money's worth with the phones, services, and customer service.
The finally irritation is the financial services department and how INCREDIBLY RUDE AND INSULTING they have been. I just got sat on the phone again for the 4th time this month and was asked to pay the past due amount of .... well, this amount is not actually past due! I couldn't believe it! I have a past due amount of 30ish dollars due to the change in billing cycles but she put in what is going to do on the 4th! I said that isn't due until the 4th right, and she just sat their on the phone.
Point of that is that I called and took my time 3 TIMES already to explain that the billing date that I needed, needed to be after the 3rd every month. Got it to be the 28th which means it's not late till the 4th. Not what I really wanted, but as close as they said they can get it. So then I have to go over that again with financial services!!!! If it's not due yet, don't be rude to me and ask me for my late payment!!! Actually don't be rude to me ever! So all they needed from me was $30!! That couldn't have waited until my bill was due?????????????? Seriously. I paid it no problem, but I can't believe that I actually received a past due amount call for the whole amount that isn't due yet in the first place or a call at all!!!!!
I'm getting SO disappointed in version!!!!!!!!!! I can't even believe how they are treating their customers these days.
I know they don't care that this one person is possible going to start with a new carrier as soon as possible. These are just people doing a job. I don't think they worry about their sales right now. I do have several people on my account and most of my friends have verizon, and we are all getting sick of this.   I think Verizon should re-think their strategy when training their customer services representatives and their financial services department. They are getting out of line in the way they speak to Verizons valued and long time customers. I used to be a big advocate for verizon too. That has been changing this year for absolutely certain.
Thank you for listing if you are. Thank you Verizon if you read this and help to do something about this increasing problem.

Here is my token to this issue.
I am Verizon customer for years…
In the past, I was upgrading my phones in the Verizon stores…
In the past, our basic phones and plans were not complicated. I had no problems with the devices, plans or services. I had no need to call Verizon Customer Service – lucky me. In 10 years maybe only 5 times I called them.
I can not compare if they were good in the past and now they are bad, or whether or not they are going down hill.
My most extensive experience with Verizon customer service I had last week, when I decided to upgrade my device and service, on-line. I have described my experience with Verizon and I posted last night in the community discussion: Basic Phones.
I understand your dissatisfaction.
I think the reason for this may be as follows:
-        More complicated technology in electronics
-        Many more devices
-        Worse quality of the devices
-        A lot more features to be learned
-        Insufficient training
-        Not enough dedicated staff
Of course, all the above do not justify bad service, undereducated or rude employee.
From the standpoint of psychology, people are starting to be rude when they are not able to give the right answer, or the customer will prove that they have no idea what they were talking about.
I feel that there is no general recipe for good behavior. From the customer perspective, I think we should get a good quality of Verizon service.
On the positive front – the good thing is they are in the U.S. We can hear them, understand the language and we are not exposed to the listening: “I apologize for your inconvenience”, which very often it is impossible even to stop the person from repeating this over and over. This phrase should be eliminated from the customer service vocabulary and replaced by something like this: “Sorry to hear, I will try to help you” (if they are really sorry and feel for us) without any repetition.

Going back to Comcast--Verizon poor customer service

Well, I'm going to have to terminate Verizon FIOS. I switched from Comcast, thinking the internet speed would be higher and overall service would be better, but so far my experience with Verizon has been terrible. Although (according to my contract) the fiber optic line would be run underground to my house prior to installation, it was not. In fact, on the day the service was installed, there was no cable so there was a delay of several hours waiting for a cable drop to the house so installation could proceed. A cable drop means the cable was run to the house above ground. Since the installation on April 1 (yeah, I know) Verizon has "promised" the cable would be buried on 5 different dates. Each day came and went, with no cable burial. Furthermore, there was no call from anyone to let me know the cable would not be buried on the day as promised. This has been a problem, because they require our dogs to be kept out of the back yard so they can do the cut over with the buried cable. This means we either had to stay home so we could confine the dogs when the installer showed up, or keep the dogs locked in the garage for several hours if we had to leave. Don't bother calling their tech support line to resolve the problem--their standard response is to say they will contact the department that schedules the in ground installation and I would get a call back withing 24 to 48 hours. I've been told this 3 times on 3 different occasions, and never had a call back. Yesterday I was told that the contractor would be out today to bury the cable, and they even had a work order number to confirm the appointment. Nobody showed up today, and no call back.
Now, Comcast may not be superior to Verizon FIOS, but in the 2 years I was with them they never lied to me. Verizon has lied to me (unintentionally, perhaps) at least 5 times so far, and no one has ever had the courtesy to contact me when an appointment was broken to let me know it would not be kept.
I plan on terminating the agreement with Verizon and going back to Comcast. According to my contract, Verizon was required to install the FIOS cable to my house--prior to installation--in the same manner as the copper wire; aerial or buried. Well, the copper phone line and Comcast cable are underground, but the FIOS cable is still lying on top of the ground. Breach of contract.
PS--although the service I signed up for promises internet speed up to 10 Mbps, the fastest I've seen so far has been closer to 5. Comcast was faster.

A poster wrote: "IMO all these Unions & Contractors should be gone. "
The unions have nothing to do with this...let's keep the blame where it belongs. 1) unethical, unreliable, and unresponsive contractors, 2) lack of oversight from Verizon, and 3) unresponsive, no follow up/less than stellar Verizon customer service.
Verizon...or better...Ma Bell....was at one time THE BEST SERVICE PROVIDER BAR NONE. That sadly has gone the way of the do do bird...They've dumbed down their techs, compartmentalized their "mindbank". There are very few techs who know more than "one thing" anymore. When companies slash budgets to remain competitive...invariably customer service and repair suffer...
I too have some issues with Verizon's customer service. I was a land line customer for well over 20 yrs until I had a repair issue and was told on 5 different occasions that a repair tech would be out to do the repair...they never came...they never called. My screen name is dtmfman...for anyone who doesn't know it means dual tone multi frequency...in lay terms...dial tone....Yes I've been a voice person for well over 30 years....so after 5 missed repair visits and no calls....I disco'd my land line service and now use only my cell. I'm sure at the time they (Verizon) probably thought they wouldn't miss my $40+/month income....but more and more people are fed up with poor customer service and have followed my exodus.
Back on topic...Yes sadly the buried cable issue seems to remain a big problem for Verizon. It happened to me. But..I have to say...once it did get resolved....I haven't had many problems...I too was a comcast customer...but I would NEVER go back unless Fios was discontinued...or they finally have competition in the "fiber to the house" arena.
Right now...my issues are questionable data transfer speed....and of course less than stellar customer service...
Good luck....
Message Edited by dtmfman on 05-06-2009 05:00 AM
Message Edited by dtmfman on 05-06-2009 05:01 AM
Message Edited by dtmfman on 05-06-2009 05:02 AM

TERRIBLE CUSTOMER SERVICE! BEWARE!

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

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

Disappointed, can no longer trust Verizon for customer service

Looks like I'm not the only one disappointed in Verizon's customer service, I've already seen a number of complaints on forums and this website itself.
I'm writing this "discussion" in efforts to get something done about Verizon's customer service. Yes, I know there are good customer service representatives but also there are bad representatives that can definitely bring it down for customers like myself.
I was charged $299.99 for returning a damaged device after getting a warranty exchange for a different model. I was on my third model of the pantech breakout and started seeing the same issues I had with previous phones on my current phone, I called customer service and was told by an extremely rude representative to "buy a lotto ticket, because the chances of multiple phones having the same issue is the same as you winning the lotto." Her tone was sarcastic and rude which offended me and closed any chance of me willing to work with technical support or other representatives to fix this issue. My previous pantech breakouts and the one I was using had issues of my SD formatting, SD ejecting without me doing anything, contacts disappearing, phone memory deleting to make room for updates that I had turned off, and basically I was losing data on my phone from pictures, contacts, to personal emails and content without me even doing anything. I went through 3 models and worked with technical support to change my phone, SD card and back memory up but still had a number of issues. This is when I called and was told to buy a lotto ticket. I was extremely upset with the representative and told them to not send a warranty exchange phone because of her rudeness and attitude. I visited a local verizon wireless store and told them my situation and was given a deal - buy the battery of a samsung s3 and get it for free - note that i did have a small crack on my screen which the sales representative saw and DID NOT mention anything about there being a damage fee. I understand that on the box you use to return the device it does say that there will be a fee for damaged devices, BUT my issue is - why did the sales representative not notify me? Verizon was expecting back a pantech, not the samsung they sent out ... either way I had to send back my pantech, why not reconfirm there will be a fee?
I called verizon's customer service and told them my current situation, the lady told me to get in contact with my local store in which I did the exchange. Here are my call records:
Friday - verizon wireless center --> local verizon store (was told they will call me back monday after figuring out the problem)
Monday - NO call
Tuesday - I call my local store, the manager was not working and they told me to call on Wednesday which was when the manager will be in
Wednesday - NO manager, and the local store told me they will call me on Thursday
Thursday - I waited till 4pm (California time) and did not receive a call so I called them, they tell me that the fee is valid because "none of their representatives will EVER sell a phone without notifying their customers of any damage fees"
First of all, it took 5 days to even get a solid answer of my bill, and let alone ... the manager can't simply push the "verizon customer satisfaction guarantee, no one will sell a device without notifying customers of fees" slogan around and tell me I'm lying and that fees are valid. I turned to verizon's customer service for help and was told I can return my device and lose the fee, I asked if I would be given my old device back - NO I wont, so then what device do I use? NO device was to be given to me which sucks because I then would lose $150+ initial payment for getting a pantech breakout then the $40 for the samsung battery and was left with no phone.
After talking with supervisiors and managers, I was given the last deal - 25% off the $299.99 fee
My issue with verizon is that I do not understand WHY customers (myself) have to pay such fines when the issue lays within their customer service and sales representatives. I understand the issue with returning a damaged device BUT i do NOT understand why I am the only one having to pay consequences for this whole issue? Verizon is a big company, so are the under the impression losing one customer is nothing? I will now be returning my samsung s3 and doing an early termination because I am fed up with customer service, I believe it is wrong for anyone to be treated this way and then have to pay. I would rather pay the early termination, then be stuck with people telling me to buy lotto tickets and me to stop lying.
Verizon needs to do a check up on their customer service representatives and work on getting the window of communication open and seriously attend to the needs of customers because they just lost one customer who has been with them since 2008

I was charged $299.99 for returning a damaged device after getting a warranty exchange for a different model. I was on my third model of the pantech breakout and started seeing the same issues I had with previous phones on my current phone, I called customer service and was told by an extremely rude representative to "buy a lotto ticket, because the chances of multiple phones having the same issue is the same as you winning the lotto." Her tone was sarcastic and rude which offended me and closed any chance of me willing to work with technical support or other representatives to fix this issue. My previous pantech breakouts and the one I was using had issues of my SD formatting, SD ejecting without me doing anything, contacts disappearing, phone memory deleting to make room for updates that I had turned off, and basically I was losing data on my phone from pictures, contacts, to personal emails and content without me even doing anything. I went through 3 models and worked with technical support to change my phone, SD card and back memory up but still had a number of issues. This is when I called and was told to buy a lotto ticket. I was extremely upset with the representative and told them to not send a warranty exchange phone because of her rudeness and attitude. I visited a local verizon wireless store and told them my situation and was given a deal - buy the battery of a samsung s3 and get it for free - note that i did have a small crack on my screen which the sales representative saw and DID NOT mention anything about there being a damage fee. I understand that on the box you use to return the device it does say that there will be a fee for damaged devices, BUT my issue is - why did the sales representative not notify me? Verizon was expecting back a pantech, not the samsung they sent out ... either way I had to send back my pantech, why not reconfirm there will be a fee?
Crack voided the warranty, hence the 299.99
The rep made a mistake by judging this as a phone that could be exchanged by warranty, when it wasn't. Plus he / she should have informed you about the fees that do occur when / if the phone seems to be physically damaged.
How did you know the phone had a crack?
I called verizon's customer service and told them my current situation, the lady told me to get in contact with my local store in which I did the exchange. Here are my call records:
Friday - verizon wireless center --> local verizon store (was told they will call me back monday after figuring out the problem)
Monday - NO call
Tuesday - I call my local store, the manager was not working and they told me to call on Wednesday which was when the manager will be in
Wednesday - NO manager, and the local store told me they will call me on Thursday
Thursday - I waited till 4pm (California time) and did not receive a call so I called them, they tell me that the fee is valid because "none of their representatives will EVER sell a phone without notifying their customers of any damage fees"
First of all, it took 5 days to even get a solid answer of my bill, and let alone ... the manager can't simply push the "verizon customer satisfaction guarantee, no one will sell a device without notifying customers of fees" slogan around and tell me I'm lying and that fees are valid. I turned to verizon's customer service for help and was told I can return my device and lose the fee, I asked if I would be given my old device back - NO I wont, so then what device do I use? NO device was to be given to me which ***** because I then would lose $150+ initial payment for getting a pantech breakout then the $40 for the samsung battery and was left with no phone.
In this case you could return the phone and use the $300 or even less to purchase another phone of contract (third party sites).
After talking with supervisiors and managers, I was given the last deal - 25% off the $299.99 fee
This would be the best option in my opinion as you'll get a great phone for discounted price
My issue with verizon is that I do not understand WHY customers (myself) have to pay such fines when the issue lays within their customer service and sales representatives. I understand the issue with returning a damaged device BUT i do NOT understand why I am the only one having to pay consequences for this whole issue? Verizon is a big company, so are the under the impression losing one customer is nothing? I will now be returning my samsung s3 and doing an early termination because I am fed up with customer service, I believe it is wrong for anyone to be treated this way and then have to pay. I would rather pay the early termination, then be stuck with people telling me to buy lotto tickets and me to stop lying.
That problem is solely based on the store, and who manages it. Same goes for every other business out there.
Same goes for the Customer Service line.

TERRIBLE CUSTOMER SERVICE ON THE PHONE

I just wanted to lodge a complaint about Verizon Fios Phone Reps. I lost my dial tone on my phone and it comes back sporadically. In any case, that is not acceptable.
So I call Verizon and chat with the representative. I am not in the best of moods at this point because I have to go through this rigamarole of answering all these questions which were all answered before -- and told AGAIN that the problem is in my home -- which it is NOT -- but that is what they are seing on their screen -- as if what is reported to them by their computers are always correct.
Whatever.
So, schedule the appt. They cannot NARROW their appt window down except to say it will be ALL DAY SATURDAY. THEN adding insult to injury - they say that if the problem is in the home -- that I will have to pay for it. Ok -- whatever. I tell them that if the problem is not in the home and I have to wait all day for Verizon to show up -- does this mean that Verizon pays me my day rate?
I understand that they have to say this but this particular rep repeated it four times over the conversation -- whatever. Just set up the appt. WHY CAN'T THE NEW YORK OFFICE CLOSE THE SERVICE WINDOW TIME FRAME To either in the morning or in the afternoon? Why all day? If other companies can close the time frame -- why can't verizon?
Over and over he repeated that I would have to pay -- just because a screen tells him the problem is in the home. IT IS NOT. There was a heavy rain here on Wed and usually what happens is that the lines get wet and the phones get all static-y and I guess this time -- the lines just went down. The dial tone comes in and out.
Also, I checked all my phones by connecting and disconnetcing as verizon's ROBOT told me. And it was confirmed that the problems were not my phones.
In any case -- Verizon --- your customer service SUCKS and I will make sure to tell everyone that I can.

I'm sorry you are having difficulty. An agent with access to your account will reach out to you directly by email, private message in the Forums and/or the billing telephone number on your Verizon account for more information or to help you resolve your issue.
Moonlighter17 wrote:
I've been trying the local store approach with no help. Either I get someone that has not idea what different model set-top boxes Verizon carries or they are not wanting to help. I even had one person tell me all of the boxes verizon has are the exact same, that they only carry ONE model box!!
I've had service for several years and this is the first time I've really needed support and I'm very dissappointed!! I guess I will have to switch to cable or satellite. DirecTV keeps sending me super promotions to switch back.
UGH!!!

ChatandVision – terrible customer service, PLEASE ...

ChatandVision – terrible customer service, PLEASE READ
I would like to share with community and SKYPE my not so recent chatandvision experience.
I have purchased Skype phone from chatandvision, which is basically link from skype shop but transaction handled by chatandvision and not Skype.
Purchase was done on 31st of January. On 18th of February I contacted chatandvision for tracking number as order did not arrive.
Despite clear writing on chatandvision site that orders shipped via trackable service this is reply I got:
Dear Alex,
Sorry to hear you have not received your package.
We can confirm that the order has been sent via Airmail Postage from Hong Kong on the 4 February so you should receive it soon. Airmail service distribution is similar to that of HK Post. This type of delivery service has no tracking number yet hope that any delay is minimal.
Normally, orders leaving Hong Kong, deliveries via Airmail Postage mail are generally 7 to 10 business days.
But please note that the delivery time may vary and can take a little longer subject to local customs. Sometimes it can take up to 14-21 working days for your package to reach your destination.
We thank you for your patience with this issue.
Sincerely,
Marcela
Customer Care Officer
After 2 more weeks and still no goods I contacted chatand vision again asking for refund, here is reply:
Dear Alex,
Thank you for your e-mail.
Regarding your concern, I’m afraid that it’s not possible to process a cancellation or refund at this stage, as your goods are now out of our hands. This matter has been escalated to our management and you will be updated via email regarding the situation.
If you still wish to cancel your order, please reject the item should delivery be attempted by our courier. Should you be unable to reject the item, please contact us again for further instructions on our RMA process.
Should you have any further queries please do not hesitate to contact us.
Sincerely,
Debbie
Customer Care Officer
March 18, Two more weeks another email to chat and vision, here is reply:
Dear Alex ,
We apologize that the item has not reached you as of now.
May I ask if you have checked with your neighbors or workmates? It may be that the item was accepted on your behalf. If not, do kindly allow a few days for the item to arrive. Delays are common usually caused by local customs and postal services of the receivers' country.
In any case, please do feedback and reply me anytime and thank you for your patience throughout.
Sincerely,
Debbie
Customer Care Officer
March 28th, after several emails to chat and vision here is reply:
Dear Alex,
We apologize for the inconvenience this may have caused on your end. I'd like to confirm though that we have now processed your refund.
Refunds typically take 2-5 business days to process from our end, depending on how you paid for your original order (we always credit back to the same credit card that you used for payment). Unfortunately it can sometimes take another 2-3 days for your bank to process the refund, so we advise that you allow 7 days for the funds to be seen in your account.
The good news though is that we’ll send you an email to confirm when the refund has been completed.
Please let me know if there is anything else I can do to help, and I hope that you will shop with us again in the future.
Sincerely,
Debbie
Customer Care Officer
April 4th(this is 2 month after purchase) here is email reply from chatandvision:
Dear Alex,
We are contacting you with regards to your refund.
We sincerely apologize for the inconveniences caused. Unfortunately, we can no longer process your refund as normal. We would need to confirm your active PayPal account/email in order to make a transfer instead of refund as the PayPal refund policy timeframe has expired.
Look forward to hear from you soon.
Sincerely,
Marcela
Customer Care Officer
April 10th, after contacting chatandvision again and sending my email and PayPal etc… here is reply:
Dear Alex,
Thank you for contacting us and your feedback. I have forwarded this case to our accounting department with priority. Rest assured that you shall be receiving your credit within the next couple of days. Once refunded it can up to 2-3 business days for the credit to appear on your account.
Once again, sincere apologies for the delay and thank you for your extended patience.
Sincerely,
Fatima
Customer Care Officer
April 30th, 3 month after purchase reply after asking about refund:
Dear Alex,
Our sincere apologies for the delay of your refund.
We would like to inform you that since the time frame for us to refund the order through PayPal has already expired, therefore we shall arrange for a transfer instead. In the light of this, please kindly confirm your active PayPal account and email address.
Looking forward for your reply.
Sincerely,
Jayden
Customer Care Officer
Its 9th of May, probably 15 emails to ChatandVision, tons of wasted time and about 100 euro, by now I have only one question how company like this can be a SKYPE preferred supplier?
With this service and attitude it’s surprising they are still in business, or perhaps they are in business because they just take your money and do not care afterwards.
Please BE AWARE when purchase from them

the webpage should be closed from google and microsoft.If skype is using that (offensive text removed) and not listening customers.....(offensive text removed)
Exactly the same situation with me......I "bought" the skype phone over the skype webpage....
Skype should be responsible also for partners..........
Viktor from Bern
alexap wrote:
ChatandVision – terrible customer service, PLEASE READ
I would like to share with community and SKYPE my not so recent chatandvision experience.
I have purchased Skype phone from chatandvision, which is basically link from skype shop but transaction handled by chatandvision and not Skype.
Purchase was done on 31st of January. On 18th of February I contacted chatandvision for tracking number as order did not arrive.
Despite clear writing on chatandvision site that orders shipped via trackable service this is reply I got:
Dear Alex,
Sorry to hear you have not received your package.
We can confirm that the order has been sent via Airmail Postage from Hong Kong on the 4 February so you should receive it soon. Airmail service distribution is similar to that of HK Post. This type of delivery service has no tracking number yet hope that any delay is minimal.
Normally, orders leaving Hong Kong, deliveries via Airmail Postage mail are generally 7 to 10 business days.
But please note that the delivery time may vary and can take a little longer subject to local customs. Sometimes it can take up to 14-21 working days for your package to reach your destination.
We thank you for your patience with this issue.
Sincerely,
Marcela
Customer Care Officer
After 2 more weeks and still no goods I contacted chatand vision again asking for refund, here is reply:
Dear Alex,
Thank you for your e-mail.
Regarding your concern, I’m afraid that it’s not possible to process a cancellation or refund at this stage, as your goods are now out of our hands. This matter has been escalated to our management and you will be updated via email regarding the situation.
If you still wish to cancel your order, please reject the item should delivery be attempted by our courier. Should you be unable to reject the item, please contact us again for further instructions on our RMA process.
Should you have any further queries please do not hesitate to contact us.
Sincerely,
Debbie
Customer Care Officer
March 18, Two more weeks another email to chat and vision, here is reply:
Dear Alex ,
We apologize that the item has not reached you as of now.
May I ask if you have checked with your neighbors or workmates? It may be that the item was accepted on your behalf. If not, do kindly allow a few days for the item to arrive. Delays are common usually caused by local customs and postal services of the receivers' country.
In any case, please do feedback and reply me anytime and thank you for your patience throughout.
Sincerely,
Debbie
Customer Care Officer
March 28th, after several emails to chat and vision here is reply:
Dear Alex,
We apologize for the inconvenience this may have caused on your end. I'd like to confirm though that we have now processed your refund.
Refunds typically take 2-5 business days to process from our end, depending on how you paid for your original order (we always credit back to the same credit card that you used for payment). Unfortunately it can sometimes take another 2-3 days for your bank to process the refund, so we advise that you allow 7 days for the funds to be seen in your account.
The good news though is that we’ll send you an email to confirm when the refund has been completed.
Please let me know if there is anything else I can do to help, and I hope that you will shop with us again in the future.
Sincerely,
Debbie
Customer Care Officer
April 4th(this is 2 month after purchase) here is email reply from chatandvision:
Dear Alex,
We are contacting you with regards to your refund.
We sincerely apologize for the inconveniences caused. Unfortunately, we can no longer process your refund as normal. We would need to confirm your active PayPal account/email in order to make a transfer instead of refund as the PayPal refund policy timeframe has expired.
Look forward to hear from you soon.
Sincerely,
Marcela
Customer Care Officer
April 10th, after contacting chatandvision again and sending my email and PayPal etc… here is reply:
Dear Alex,
Thank you for contacting us and your feedback. I have forwarded this case to our accounting department with priority. Rest assured that you shall be receiving your credit within the next couple of days. Once refunded it can up to 2-3 business days for the credit to appear on your account.
Once again, sincere apologies for the delay and thank you for your extended patience.
Sincerely,
Fatima
Customer Care Officer
April 30th, 3 month after purchase reply after asking about refund:
Dear Alex,
Our sincere apologies for the delay of your refund.
We would like to inform you that since the time frame for us to refund the order through PayPal has already expired, therefore we shall arrange for a transfer instead. In the light of this, please kindly confirm your active PayPal account and email address.
Looking forward for your reply.
Sincerely,
Jayden
Customer Care Officer
Its 9th of May, probably 15 emails to ChatandVision, tons of wasted time and about 100 euro, by now I have only one question how company like this can be a SKYPE preferred supplier?
With this service and attitude it’s surprising they are still in business, or perhaps they are in business because they just take your money and do not care afterwards.
Please BE AWARE when purchase from them

Terrible customer service from Brendan at Telstra Bourke St Melbourne

Hi All,
Just thought I would ask your advice concerning repairs to my Iphone I requested from Telstra.
The phone is great and I love it, my only problem is that it no longer turns on anymore.
I took it to the shop where I bought it on (yep I lined up to buy it the day they were released ), the really flashy Telstra shop in the Bourke Street Mall. I got one of the techs on the front desk to look at it. He then took it to the head tech guy and he came back and said they would not repair or replace the phone under warranty. He said that it had a 'disturbed liquid submersion indicator at the bottom'.
I have never droped it into water the whole time I have owned it, but I do travel overseas to humid areas so that may have set off the 'submersion indicator' to make the techs think that I dropped it into a puddle when I have never done that.
Obviously, its a real pain, not having a phone for even a day, so I asked what my options were. I was told that the 'apple warranty is void and repair/exchange can not be carried out and the replacement cost for an 8gb for $670'.
The quotes above are from what is typed on my Service Repair Order.
I asked was it possible to send the phone to Apple to be inspected, and they advised that it was not, and that my only option was to purchase a new phone, and that I had two options. Firstly, if I surrendered my old phone, a replacement would be issued for $670. Secondly, I could simply purchase another iphone 'outright' for a cost of $726.
I tool the second option, and have a brand new phone, although I am disapointed that I now have an almost new phone that simply stopped working that is now used as a paperweight.
I tried everything to minimise the cost of getting a working iphone, and after talking to the lead tech, he then got the store manager to discuss my options.
Brendan said he was the store manager, and eventually let me know his name after first stating 'I dont have to give you my name' and eventually told me his employee number was 0238895.
He spent over an hour checking the situation while I waited, but would not put anything in writing except some notes in the section related to the 'reported problem' on the Service Repair Order.
Is the advice that Brendan from Telstra gave me correct, and was it necessary for me to purchase another brand new handset for $726?
If anyone has any questions I can be contacted on <Edited by: Host>
Kind regards
Wayne B

See the response that I provided to Tamara regarding the recent change to the policy.
You might want to print the new version of the policy and bring your receipt and go back to Telstra and see if they will consider an adjustment, i.e. you return your brand new iPhone, they swap it for a refurbished iPhone and credit you with the difference in price.
I actually fail to see where you received "Terrible customer service from Brendan" as stated in your title.

Verizon wireless customer service and the iphone 6

I just upgraded to the iphone 6. It is a nice phone. Fast, sleek, seems more durable than the reports of it bending etc.
(Knock on wood).
The biggest problem I have is VERIZON. Having been a customer for well over a decade, I was annoyed that I had to pay them $30 to sign a two year contract to give them money in exchange for service. Why the fee, I ask?
"Because everyone charges a fee". Cool. There is also a cliff right over there.
The customer service agent was polite and offered to offset this charge on my next bill, and to go ahead and pay this fee on top of the $300 for the phone. I did. And signed the next two year contract. Did he give me said credit? Nope. When I asked the next customer service agent of this, she said "we don't do that". When I asked Brandy, a supervisor, she also stated that this cannot be credited. Convenient timing as I had already signed the contract. I don't like giving money to companies that trick people out of money. I think I have out grown Verizon. Or Verizon's customer service has outgrown itself.
Regardless, it's the principle. Getting lied to and treated like a sucker doesn't feel good. And I paid money to have it done to me.
Thanks Verizon!

Bluevelvet, I'm sorry you feel this way. Although it was a difficult decision to implement the upgrade fee, we did decide that doing so would allow us to continue to provide savings to our customers. While a $30.00 upgrade fee may not sound like savings, the savings comes in the form of being able to subsidize our devices with contracts. Additionally, the upgrade fee can be avoided with Edge since the device is not subsidized.
You mentioned purchasing an iPhone 6. I'm glad to see that you are happy with the design and performance of it. Normally, the iPhone 6 16GB (I'll use this for an example) is $649.99 for full retail. With the larger memory and different model, it's even pricier. By charging a $30.00 upgrade fee, we can subsidize this cost for you in exchange for a two year contract, so intead of paying $649.99 out of pocket, you only have to pay $199.99.
I do want to review the offer that was presented to you. I have sent you a direct message here. Please reply to the direct message.
AndreaS_VZW
Follow us on Twitter @VZWSupport

Verizon has terrible customer service

I just wanted to inform you that your customer service is crap at the okc macarthur location. i have a droid razr that i just bought a month ago my service is crap i have to use my brothers phone that works for me. embarassing . I work out in weatherford ok. and i am constantly dropping very important calls and allways roaming. i wish i would have never renewed my service w you guys and plus the customer service at the location told me that i would have no problem w service. well i do have problems [what do i do ] ok buy a 600 dollar droid razr and expect it to be a super phone its crap i was chattin with my sister and it shut down completely and wont come back on customer service didnt help any i know i bought insurance for a reason and they say i dont have insurance why are you doin this to me i will be losing a lot of money due to this crap phone im disappointed i think i just need to go to wal mart and buy a tracphone from wal mart and buy minutes so i can conduct my business this has really put me in a bind yall better make up for it some way or another and about service out there in western ok do you need more money to put up more towers or what because these dropped calls are costing me money please fix it thanks for the 600 dollar paper weight. Lee <personal information removed for privacy> thanks alot
Message was edited by: Verizon Moderator

You noticed the issue immediately I suspect. Why did you not return the device within the 14 days you are allowed to???
In addition, the only store on McArthur I could find is the following
The Cellular Connection- Quantum Communications WA
Premium Retailer *
3800 NORTH MACARTHUR BOULEVARD SUITE D
This is a third party reseller and NOT a VZW corporate store, VZW has very little control on how these stores are run.

Terrible customer service experience and I will leave Verizon ASAP.

I had the worst experience with Verizon ever . I never had such a unprofessional and humiliating experience before... I got an email from Verizon saying they will upgrade my plan free of charge and no need any action since I m loyal customer. After couple days my plan did not change and I had to call Verizon. They customer service Rep told me That Verizon made a mistake(?) and send me a wrong email. She read the email and confirmed that Verizon telling at the email that they will upgrade my plan "free of charge" clearly. since I have been informed by Verizon that my plan will be upgraded free of charge by mistake or not, I asked her that Verizon should stand behind their email and honer me upgrading my plan. She said she wont do this. I was trying to explain why they should honer me, she told me "shut up". I got so up sad and asked her to transfer me to cancellation department. she said she is the cancellation department supervisor and " tell me your number I will cancel your line". I got shocked and decided to stop this conversation. Next day I called Verizon again to talk another Rep.I explained him my situation. I forwarded the email Verizon sent to me to him. After he read the email he said" definitely you are right, email says my plan will be upgraded and if he were in my situation he would do the same thing and ask Verizon to honer him. He said he ll elevate my complain to higher manger, and I will get a phone call in 24 hours. Guess what?? i never got a phone call. Lucky I had the email address of him. and emailed him about what happened,He said he will call me in a min.. Guess what? he did not call me .. I sent him couple emails asking him to call me. After an hour he had to call me and he said I m not going to get upgrade you plan . Clearly he never got my complain to the upper management . He denied the phone conversation between us the previous day. ( I know Verizon record all the phone conversation). After another an hour unproductive phone call , he said somebody from upper management will call me tomorrow morning. I never get any phone call. I do have names of both Rep. I m really so angry to Verizon I have been their customer for a long time including Fios. I will cancel my line and go to T-Mobile or At&T. Also I will carry this case to Bureau of Consumer Protection. I suggest everybody switch to another provider ASAP

Well besides your lack of paragraphs making you rant very hard to read, exactly what kind of "upgrade" were they talking about? And no I'm not switching to another carrier just because you have issues with Verizon. Was that the whole point of your rant to get people to switch? Like you're some pied piper and you're going to "get back" at Verizon by helping them lose customers? As if that was going to work and even if a few people left because some stranger on a messagebaord told them too because of HIS issues like that will matter at all to Verizon.

Leaving for TMOBILE... terrible customer service here at Verizon

Tmobile has a data plan, it is unlimited for $80.
My 30GB plan that I used 38 gb on through Verizon costed me $500 last month.
I tried to call your customer service department, but I couldnt understand him because he was in a different country.
You charge me $15 for a gb of data when your customer service rep probably makes 1/3 of that.
It is pretty sad that you cannot invest money in a good support network such as good customer service etc...
When a customer who has been with your company for over 10 years, and they call to switch, maybe it would be better to have someone who is proficient in english handle that call. I paid no less than 200 a month for my phone bill each month representing approximately $3,000 a year for Verizion, I guess Verizon is ok with losing that.

toTmobileIgo wrote:
I tried to call your customer service department, but I couldnt understand him because he was in a different country.
That is certainly interesting since Verizon phone CS is based in the US.

Verizon terrible customer service

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