W510 auto sleep - disastrous customer service

writing to let you all know about he disastrous customer service while trying to resolve a problem with my W-510 serial number xxxxxxx
the machine would auto hibernate and could not be recovered except by powering the machine off
it would then restart in safe mode
called helpline on 10 april 2013
problem diagnosed as an issue with motherboard
till today 26 April the problem persists and Lenovo has done NOTHING to resolve this problem
an engineer from CDP India visited on 23 April 2013 and all he did was take a serial number or part number - 13 days after the complaint was logged, this is all the action
yesterday i am informed that CDP India has requested a KEYBOARD replacement and not a motherboard replacement
and obviously the problem continues and machine hibernates 3-4 times each day
and my travel schedule has gone for a toss since i am never sure when this engineer will pop up and save my day
great customer service Lenovo - keep it up
for someone who paid slightly more than the price of a MacBookPro because i believed in ThinkPad this sure is a learning experience
Moderator Note; s/n edited for member's own protection

Go into Device Manager, open the WWAN device's properties, and go to the Power Management tab. Allow the computer to power off the device, but don't allow it to wake from it.
W520: i7-2720QM, Q2000M at 1080/688/1376, 21GB RAM, 500GB + 750GB HDD, FHD screen
X61T: L7500, 3GB RAM, 500GB HDD, XGA screen, Ultrabase
Y3P: 5Y70, 8GB RAM, 256GB SSD, QHD+ screen

Similar Messages

  • Disastrous customer service nightmare!Please never buy anything at lenovo.nl

    Beginning of august I ordered an s440 Thinkpad at the Dutch Lenovo store. The delivery was going to happen in 17 days. Three days after I placed my order I cancelled it thinking that I am in time before the whole procedure of shipping will be set in motion. A few days later I got an email that I was too late and I will still get the product shipped all the way from Korea (as I later saw on the UPS tracking). I was still hopeful and just waited for the product so I can ask for a return. I called the customer service which btw has an unprofessional sounding nonnative Dutch speaking front menu that completely gives off the wrong tone right from the start. I got the lady on the line and asked for a return. She said I will be contacted by the shipping company for a pickup. I assumed this will be within a day maximum two. After 2 days I called again and a poor Dutch speaking voice told me that it will take a week or 10 days before I will be contacted by the company. I said all right.. I can wait. After two weeks I still got no mail or anything from anyone. At some point after 3 weeks someone showed up at my door saying that they are DHL and are here to pick up something for a company named Ingram. As nobody contacted me I am not going to give a laptop worth quite a few 100s of euros just like that. I contacted the customer service and they said they can’t do anything because the shipping company has to contact me. After some failed attempts I got a decent English speaking person on the line trying to do his best and help me out. He arranged a pickup and I got a mail again from an unknown company but I was willing to assume it was for my return. The date was inconvenient so I called DHL. They said they can’t change my pickup date because only Lenovo can do that. I called Lenovo. They changed the date for my convenience. For some reason the guy still came on the inconvenient date and as for my luck I was home and could pass it on. The next day someone came again so they didn’t cancel the original pickup and they came twice (not smart logistics from DHL but that’s another story). This was on the 15th of September. Unfortunately today the 2nd of October I still haven’t received a refund or confirmation or anything. I called twice yesterday and today and a very rude and unfriendly again poor Dutch speaking lady said there is nothing in the computer about my return. So I am kind of scared that I will never see my money back. This is a disgrace to an otherwise good brand. I cannot imagine how this can be called customer service! It is a disgrace to the company name and brand that customers have to wait 2 months for a substantial refund and are treated badly by unskilled people with bad language. If you can’t help me at least try so and learn the language of the country you live and work. I guess downsizing and outsourcing does that to a company, everything as cheap as possible.
    I wanted to get the computer directly from the manufacturer because they had good options and wanted to support them instead of a second or third party distributor, but I was incredibly wrong and will never make the same mistake again.I can't even imagine what would have happened if I actually kept the product and had an issue with it after a while,I would have never been helped out! That's "unfortunately" an important thing when buying electronics worth considerable amounts. Please be aware!

    Vegas879,
    I will try to help.   Not all the IdeaPads have recovery disks available for them....
    I assume that you meant your HDD failed when you said your hardware "blew up"?   If so, I assume you want the recovery disk because you have a USB CD/DVD drive and have gotten a replacement HDD?
    Also, the OKR - One Key Recovery feature can be used to make your own recovery disks (assuming a customer does it before a failure)   I thought I would mention this, because it's an important tip.  Not everyone does, and then that places the burden back on Lenovo to solve the problem outside of warranty, and in some cases we wind up with a disatisfied customer which is certainly not what we want.
    That said, can you clarify if you have the S10 or the S10e model?
    I'll see what is available and can be sent to help you out here.   If available, I'll need your contact information name, address, and a phone number which you can send to me via a private message.
    Thanks,
    Mark
    ThinkPads: S30, T43, X60t, X1, W700ds, IdeaPad Y710, IdeaCentre: A300, IdeaPad K1
    Mark Hopkins
    Program Manager, Lenovo Social Media (Services)
    twitter @lenovoforums
    English Community   Deutsche Community   Comunidad en Español   Русскоязычное Сообщество

  • Telstra's bad customer service

    I've had some bad experiences with Telstra's disastrous customer service over the years, but this one takes the cake. Let this be a warning to anyone who chooses to do business with this dysfunctional company... I decided to install a landline with bundled internet at my country studio. My studio is rented and is one of two properties on the block, the other belongng to my landlord. I placed the order with Telstra by phone and was notified that a technician would visit to make the line connection. All fine and dandy. As usual I was given a four hour window for the technician's visit, which meant I had to wait at home. This was the first (but normal-for-Telstra) inconvenience. The technician arrived and tested an old landline that was already in my studio and told me it needed repair. He was unable to do the repair himself as this was the responsibilty of a different department within Telstra, he explained. Next contact from Telstra came in the form of a phone call from another technician who turned up without notice while I was away interstate. I explained that I wasn't given any notice of his visit and he replied 'niether was I'. So he met with my landlord in the other house, checked the line and said that Telstra wouldn't repair the fault because it ran from one house to the other and not directly from the terminal in the street. Aparently the first technician had a different opinion, or he could have told me the same thing. Incidentally the house to house line was originally installed by Telstra. Then a few days later Telstra's Indian call centre rang me and explained that the phone line had been repaired and that another technician would attend to make the actual phone connection. I explained what I'd been told about Telstra not being able to do the repair, but I was assured it had been done. I was given a new four hour block of time during which I had to wait for another technician to turn up. This day and time came and went without any sign of Telstra. I rang their call centre and was told that the date I'd been given was wrong. Two days later I'm at home wasting another four hours of my time and hoping that Telstra has their act together at last. The four hour block comes and goes with no sign of Telstra. Then my landlord knocks at my door with a slip of paper. The technician had indeed visited but hadn't bothered to talk to me. He instead was quite rude to my landlord and said that Telstra would not repair the line (same story as the second technician gave). Apparently these technicians from the line repair department don't talk to the call cantre. By this time almost a month had passed since I placed the order with Telstra and I'm at the end of my tether. I expect terrible custoer service from Telstra (based on past experience) but this has been the worst yet.  The day after the third technician had visited and spoken to my landlord (not me), the Indian call centre rang and asked if I was happy with my new phone connection. I explained that the phone was not connected at all, that I was fed up with Telstra's dysfunctional service and I wanted to cancel my order. The operator explaned that the third technician had actually connected the service as it was ringing. I checked my landline phone (again) and explained that I had no dial tone at my end due to the faulty line. I demanded the cancellation of my order and was advised that the call centre could not cancel orders and that I'd need to talk to a different department. I refused to be placed in a phone queue and demanded that the call centre arrange with the other department to have my order cancelled. After some discussion the operator said he would connect me directly and I was placed in a queue. I waited 10 minutes then hung up (all the calls were made to/from my mobile phone). The next day I receved an email from Telstra congratulaing me on my new phone and internet connection and providing log in details etc. I was not happy. Again I rang the Indian call centre and complained. This time they offered to call me back when they had someone from Telstra's complaints department on the line. I was eventually connnected to someone in Australia who said that they were unable to help but who'd put me through to a different department, the service disconnection department. I refused to be put in a phone queue and the operator promised that someone would call me back within three business days.  A couple of days later someone else rang me from Telstra and again they didn't know the full story so, as with every phone call, I had to explain my situation again. This person seemed to have the power to arrange the cancellation of my order. I made it clear that I would not be paying Telstra anything as they had not provided me with a service. The operator said that someone from another Telstra department would call me and confirm the disconnection and the waiving of all charges. Finally, the next day I received a call from yet another Telstra department who tried to steer me into some other solution. I impressed on him that I wanted to cancel my order and he agreed to do so. He explained that I would be billed but that I should ignore the bill as all related charges would be waived.  The outcome? Many hours of wasted time on my part. Three visits by Telstra technicians for no result. No service provided. I have never dealt with a more dysfunctional company than Telstra. Their internal organisation and communications are disasterous. I came to understand that one or more of the technicians who visited my home were not Telstra employees but contractors. Between Telstra's Indian call centre, their Australia-based employees, local technicians and local contractors the company has designed a bureacratic debacle. I'll bet the shareholders have been sold a story about efficient cost-cutting strategies. I wonder how much my cancelled order cost the company? How often does that happen Telstra? If only they had more competition....!!! 

    MORE quality telstra customer service. On wednesday i finally signed onto get cable broadband, although they cant get anyone out to me (in a CBD location) until jan 6th. But thats ok, i work from home and my connection now just about works for me.  Anyway after an hour or so on the fone messing around sorting this out i received assurances that my adsl2+ connection would stay on until cable was indeed put in my premises on the 6th.  Lo and behold, 930 the following morning, whilst working of course, my internet dropped out. and wouldnt come back on, so i let work know and rang telstra... And im informed after about 30 mins that my connection is off because .... you guessed it..  some moron had processed it without reading the notes they said had been definitely placed on my account... and shut down adsl2+ in preparation... now i know i dont expect too much comon sense but you would think someone might ask themselves.. "do these ppl really want to be without internet for 2.5 weeks over chrismtas/new year"? Anyway for another hour i was cursing and moaning on the phone to every dept and being told that they couldnt do anything for me for 4-5 business days as it would be like a new account. FINALLY someone helped me. and it was back on within 24 hours.  Although he did have to re-sign me up for a 24 month contract to do so, so god knows what kind of bill i will get in january. Prob triple payments or something stupid.  These clowns have no idea, regardless of what the moderators say on here and telstra apologists.. these clowns could have cost me my job. and all you get from somebody in india or the phillipines who doesnt deserve the abuse is a sorry, we cant help you.  I have worked in a a few countries and i have never ever dealt with such poor customer service at telstra..  I implore any and everyone who signs onto these ppl for anything to check with them over and over, ask to be put through to somoene in australia (its not racist just prudent to want to talk to someone who can fully understand you) and make sure they know exactly what you want. Probably wont make a spot of difference.

  • I am having an issue regarding a placed order via customer service department

    I recently relocated to Anchorage Alaska as part of a permanent change of station per the United States Air Force. I was initially located on the East Coast in the lower 48 and at the time of activating my contract I had purchased two separate Iphone 4 devices. I also recently went in to a store in February to purchase a Nexus 7 as well.
    Upon arrival in Anchorage I had multiple issues regarding the Iphone 4 devices including being unable to send and receive text messages & imessages, unable to make phone calls, dropped phone calls, unable to utilize GPS, as well as not being able to access general account information and use anything related to web browsing or data usage. It was determined that because the Iphone 4 operates on the 3g network and Verizon does not have a 3g network in Alaska, as a result I was utilizing an extended service network from another carrier. As a result of this I am only able to use my Iphone 4 devices while connected to my wi-fi network while within my home, which is totally unacceptable.
    I was not made aware that I would be dealing with this when I moved to Alaska and inquired as the the use of the devices I currently owned prior to purchasing the tablet. I was assured by three separate store employees one of which being a manager that all devices would function at 100% efficiency including the Iphone 4s. In fact I was recently billed 350$ for roaming charges last month, which prompted me to speak with a representative via the online chat regarding the significant increase she said that she was unable to process any sort of credit to the account regardless of what I had been told at a local Verizon store where I purchased the tablet.
    As a result of all of these mishaps since arriving here in Alaska I determined I was in need of newer devices that utilize the 4G LTE network currently provided by Verizon in Alaska. I know for a fact that the 4G LTE works great up here because my Nexus 7 tablet runs flawlessly and does not incur roaming charges when utilizing the 4G LTE network.
    Yesterday I attempted to contact Verizon through the live chat feature regarding upgrading two of the devices on my account. The live chat representative immediately asked me when my upgrade date was. Upon telling her my upgrade date 9/29/2014 she told me I should contact the customer service department as I might be eligible for an early upgrade. I then proceeded to contact the customer service department using my Iphone 4.
    My attempt to speak to anyone in the customer service department resulted in a merry-go-round of being put on hold 6 separate times by two different employees, both of which had me wait for more than an hour while they attempted to speak to a manager to gain approval for an early upgrade. The first rep seemed almost sure she would be able to have my devices upgraded early especially considering the issues I was having regarding service.
    The second rep seemed newer and was very dodgy about my questions and was very unwilling to help at first. He even mentioned that I had been a Verizon customer for almost two years, had never missed a single payment and had outstanding account history which should have garnered some sort of importance to the level of my request. But I digress, during this time I was disconnected from the call twice from each separate representative.
    Both reps assured me they would call me back, I never did get a call back from either one of those reps and I was becoming very frustrated having waited four hours trying to find some sort of solution to my current predicament.
    After waiting an hour for the second representative to call back I grew impatient and contacted the customer service department, was put on hold again, and finally reached a third customer service representative who was able to provide a solution for me.
    I explained everything I had been dealing with to Cory ID #  V0PAC61, both regarding the phones, the issue of the level of service I was receiving, the dire need for working devices and the multiple times I had been disconnected. I explained to him as a result of these issues I was certainly considering switching to a different provider, a local provider even who could provide me the adequate service that I require for my mobile devices.
    I explained to Cory that I had been with Verizon for almost two years, and I had been on a relatives account prior to owning my own Verizon account and had never received this kind of treatment when trying to work towards a simple solution. Cory proceeded to tell me he needed to put me on hold to see if there was anything that could be done regarding the upgrades of the device considering all of the trouble I had been dealing with.
    After Cory reconnected with me in the phone call he was able to successfully reach a solution by allowing me to upgrade my devices. We conversed about the options available and I eventually decided to upgrade both Iphone 4 devices to Moto X devices as we determined those would be sufficient for my needs while in Alaska. I also proceeded to add two Otter Box Defender cases to the order so that the devices would have sufficient protection. Cory inquired as to whether or not I would like to purchase insurance for the phones as well and I opted for the $5.00 monthly insurance which including damage and water protection.
    Cory explained to me the grand total for the devices which included an activation fee of $35.00 for each device, $49.99 for each Otter Box case, and an additional $50.00 for each device which would be refunded as a rebate upon receipt of the devices and activation, a rebate that I would be required to submit. Cory explained to me that the devices would most likely arrive Tuesday of 6/17 and no later than Wednesday 6/18.
    Cory took my shipping information and told me everything was all set and the only thing left to do was to transfer me to the automated service so that I could accept the 2 year agreement for both devices. I thanked him very much, took his name and ID# so that I might leave positive feedback about his exemplary customer service and was then transferred to the automated service.
    Once transferred to the automated service I was then prompted to enter both telephone numbers for the devices that would be upgraded, I was then required to accept the new 2 year agreement for both devices and after doing so I was required to end the call. I did so in an orderly fashion and expected a confirmation # to arrive in my email regarding the placed order.
    I have never received a confirmation email. I decided to sleep on it and assumed a confirmation email would be sent sometime tomorrow. Nothing has since been received however. I woke up early this morning around 6AM Alaska time to speak to another live chat representative, Bryan, in the billing department who assured me the order was currently processing and verified the order #. I asked him whether or not it was typical for a customer to not receive a confirmation email for an order placed and he said it can sometimes take up to 2-3 business days. He then stated that he had taken note of the issues I was experiencing and told me he would transfer me to the sales department as they would be able to provide more information regarding the shipment of both devices and a confirmation email, as he stated he did not want me to have to wait any longer than necessary to receive said devices.
    I was then transferred to Devon in the sales department via the live chat service where I was then required to repeat everything I had said to both Bryan and the other representatives I had spoken too. After a lengthy discussion and repeating everything I have just wrote he told me the order was indeed processing and that he would send a confirmation email in the next 30 minutes.
    That was 2 hours ago. It is now 8am Alaska time and I still have not received a confirmation email regarding my order. I was sent an email by Verizon an hour ago stating I had a device to "discover". The email contained no information regarding the shipment of my device, the order confirmation number, or anything regarding my account. The email I received was a typical spam email asking an individual to check out the current available phones and sign up for a new contract.
    All I want is a confirmation email to assure that the devices are being sent. I need my phone for work and to communicate with my family in the lower 48. I desperately need to make sure that the device is in fact being sent to the proper address, this is why a confirmation email of the order is so important. I do not care about the shipping speed I just want what I ask to be taken care of for a change. I would hate to sit here unable to determine what the status of my devices are only for the order to be stuck in "processing" limbo and be unable to receive the devices when I was told they would be sent.
    I feel I have been given the run around treatment way more than is typically given with any company when an individual is trying to work towards a solution. I have been patient and cordial with everyone I have spoken with, I have not raised my voice or shown stress or anger towards the situation I have only tried my best to work towards a solution with anyone I have spoken too but I am becoming increasingly frustrated with this situation.
    Any help regarding this matter would be greatly appreciated. This situation has left a sour taste in my mouth and if the devices were indeed not actually processed in an order, or they were not shipped correctly, or in fact if the order had never existed at all it will only deter me from keeping my Verizon account active and affect my decision to switch to another provider.

        Hello APVzW, we absolutely want the best path to resolution. My apologies for multiple attempts of replacing the device. We'd like to verify the order information and see if we can locate the tracking number. Please send a direct message with the order number so we can dive deeper. Here's steps to send a direct message: http://vz.to/1b8XnPy We look forward to hearing from you soon.
    WiltonA_VZW
    VZW Support
    Follow us on twitter @VZWSupport

  • Terrible customer service after systemboard on T400 died for no apparent reason.

    So I hate for my first post to be a negative one, but here goes.
    I'm sorry if my actions sound rude or impatient, but I'm sure some of you understand the aggravation and worry that accompanies a computer that suddenly stops working when it is needed.
    Warning... here's the abridged version, it will still be long. I have also attached a email I sent to Lenovo websales... it has not gotten a response. So far I have not received parts that were supposed to be shipped. I have been hung up on. I have been interrupted. I have been ignored. I have been told that if I want my product fixed I should upgrade my current existing warranty to an on-site service.
    I bought a T400 roughly six months ago. I had minor issues with the sound cutting in and out after waking up from sleep since new. I figured it was probably a driver issue. Never bothered to try and fix it, it wasn't a big deal. Other than that, I loved my T400 and recommended that everybody check out Lenovo if they're in the market for a new laptop. Well... no more. I recently put my T400 to sleep. Left it on my desk and walked away. I came back about 20 minutes later, noticed that all the indicator lights were not lit. Strange... okay. I tried to start it. Nothing. I did a search on google, came up with the procedure to press the buttons to drain the system board. Nothing. Oh no. I immediately call Lenovo since I was going to be returning to classes soon. The phone conversations I had with Lenovo techs were less than stellar. One tech told me he could not ship out the box since the system was down... but he somehow managed to look up my serial number, input my information, and issue a case number. Well... turns out he also closed that case. Since he couldn't ship out a box, I brought it to a local authorized warranty service center.  They told me it would be no problem. I dropped it off first thing in the morning, several hours later, a tech had called to tell me that the systemboard was dead (what I thought) and that he had already placed the order with Lenovo and that the part was in stock and should be in the next day. I wait two days and did not hear anything. I call the shop. They call Lenovo. Apparently the part is now backordered and there is no ETA on when it may be back in stock. They said I should pick up my laptop and send it in. So I pick up my laptop and call Lenovo to try and obtain a box. I spoke to one gentlman who seems to empathize with me. He wanted to speak to a supervisor to see if he could have the case elevated. I was put on hold... several minutes later, I was somehow transferred to another tech. This guy had no idea what was going on, he was less than helpful, and he did not seem to be interested in helping me at all. I finally convinced him to ship me a box. When I got off the phone, I realized I should try and obtain some sort of time frame. I called back. Some women picked up. I explained my situation once again. She told me the part was in stock (not what the store and 2 techs had just told me). So I asked if it could be shipped to the store? "Uh... Well..." *Click* She either hung up or we got disconnected. I waited several minutes for a call back. There was none. So I called again... This employee told me that the part does not have an ETA and he has no idea when it might be back in stock. This gentleman is a little pushy and interupts me a few times, but for the most part seems to want to try and help. I was told that Lenovo would keep my laptop for an indefinite period of time until the part is no longer backordered. That's not what I want to hear. I need my laptop for school and research projects. He tells me that if I want to get my laptop fixed in a timely manner, I should upgrade my warranty service to a better one. This raises flags. Is Lenovo just trying to pocket more of my money? Shouldn't the standard warranty cover this? So I decide to email Lenovo and see if they can shed any light on the situation and offer any alternatives. I have tried twice since last week and gotten no response.
    Here's the email I sent.
    To whom it may concern:
    My name is William Xiao. I purchased a Lenovo Thinkpad t400 roughly 6 months ago. The deciding factors in this purchase were all the things I had heard about Thinkpad's excellent reliability, durability, and the outstanding customer service. Unfortunately, none of these have been true in my experience thus far. I had recently put the laptop to sleep. When I came back twenty minutes later, none of the indicator lights were illuminated. The system would not power up. I performed all of the procedures offered by the technical support to completely drain/power down the system board. This did not rectify the situation. When I did call technical support, I do not feel that I was treated with respect. One time I called, the employee was very unenthusiastic to help. The technician was very rude. He frequently interrupted me and did not listen to what I had to say. I asked him to ship a box out. He told me he could not (or would not) do that. He told me to call back the next day with the case number to get somebody else to ship out a box. Or to take it to a repair center. I decided to take it to a local repair center first thing the next morning (Jan 5, 2010). The center assured me that the repair would take no longer than 3 or 4 days. Several days later (Jan 7, 2010), I called to check on the status of the repair. Apparently the system board that was needed was in stock when they ordered it, but became backordered with no ETA on when it might become available again. Unfortunately, I am leaving town to return to college on January 11. The shop suggested that I pick up my laptop and have it shipped to Lenovo. I called Lenovo the evening of January 7th. The first person I spoke to seemed knowledgeable and empathetic to my situation. He looked up the part and said it was out of stock at their depot. I explained to him that I would be returning to school soon and needed my laptop for classes and my research projects. He put me on hold while he went and spoke to a supervisor about escalating the case. For one reason or another, I was transferred to another employee who was not a supervisor. This employee was absolutely clueless about what was going on. His attitude was very poor. He told me that the original case that was opened had been closed on Jan 4 or 5. I had not asked for this case to be closed. When I asked him to to ship a box, he seemed somewhat reluctant to do so. He seemed frustrated when I asked him to have it shipped to a different address. As I said, I would be returning to my school over 200 miles away. I would no longer be able to have the box shipped to my home where I was over winter break. For whatever reason, this employee just did not seem to understand that. I asked if the parts were not in stock, how long would it take to get them in stock and get my laptop repaired. He could offer no answer. I asked him if there was any way this case could be escalated since I cannot be without a computer at school. He told me no. I do not feel that I was treated very respectfully. He told me to call some other department. I asked if I could be transferred. He very reluctantly did so. The other department was closed for the night. I called back to the technical service center in Atlanta, Georgia. This time I spoke to a woman. She told me the parts ARE in stock. I asked if they are in stock, can they be shipped to the store where I was having my computer repaired at. She said "Uh... Well..." and then she either hung up on me or I was disconnected. I waited several minutes for a call back. None was ever received. Thus far, I have been extremely unsatisfied with the customer service that has been offered. I asked if there was any way that a temporary unit could be offered while mine was being repaired since I was told that my laptop would be kept for an indefinite period of time while waiting for the part become available again. Or I asked if they could pull a T400 from the shelves, take the system board out, and use that system board to repair mine. I was interrupted and told no. This seemed to be a common theme: interrupt the customer, do not know what is going on, tell them no to any sort of request. It is interesting that the recording on the telephone says how much Lenovo values customer satisfaction. Well, I am not satisfied at all. This computer is still under warranty. It should not be my responsibility to drive to and from service centers to try and obtain repair. It should not be my responsibility to have to call back whenever somebody decides they do not want to perform a task at that time. Lenovo should be repairing my computer in a timely manner. I was told that if I wanted my computer repaired in a timely manner, I should upgrade my current warranty to a on-site service. I feel that they should be doing whatever is possible in order to best serve the customer. It looks like Lenovo is more concerned with making a fast buck. A computer is very important to my education, as I said, I need it for both classes and research projects. Based on the quality of the product and the customer service that has been offered, I will not be buying any Lenovo product in the future. I was strongly considering purchasing a Edge for both my girlfriend and my mother. And I had previously recommended many people to buy Lenovo after I initially purchased mine. But that is no longer the case. Not only will I likely not be purchasing another Lenovo product, I will warn all of the people I know who are in the market for a new computer to look somewhere else. I really want to like and enjoy my Thinkpad, it is very unfortunate that I cannot and that Lenovo will not do what is necessary to make things right again.
    Your very unsatisfied consumer,
    William Xiao
    Any ideas? Any other email addressed I might be able to reach somebody at?
    Thanks for reading that mess. I appreciate any input that this forum may have to offer.

    As I said (in my overly long post), I had already brought it to a reputable local warranty service center (still about a half hour to forty minute drive each way) after an employee refused to ship out a box (supposedly the system was down, but he looked up my information and was able to both open and close a case without telling me that he was closing it, he told me to call back about it later) because the turnaround time SHOULD have been faster. I was quoted a 3 day turnaround time, 4 days MAX. I dropped it off first thing the morning after I spoke to somebody at Lenovo. Tech took a look at it later that day, before noon, put the order in, called me to let me know that he ordered the part and that it was in stock. He tells me that generally they receive the part the next day. I hadn't heard from the shop in 2 days. So I call. They call Lenovo, part is now on backorder. That's why they told me to ship it. Now I'm dealing with this headache.
    I should not have to spend this much time trying to obtain a warranty. The staff has been rude, unhelpful, and uninspiring.
    If something is not done to rectify this situation... at least some sort of apology or attempt to make amends, this will certainly be my last Lenovo product. I will not be purchasing a Lenovo for my girlfriend or family members. I cannot in good conscience recommend that others purchase a Lenovo. My faith in the product and in the company has been corrupted. I would hate to have the new motherboard fail unexpectedly and without reason in another 6 months (which would be just after my warranty runs out), but the service provided thus far cannot justify me spending 140 dollars on a on-site service. If things don't take a turn for the better, it would seem that the best option for me may be to sell my once loved T400 when I get it back and buy a new laptop from a company that actually stands behind their product.
    I NEED a laptop for school. The turnaround time I was quoted should have my laptop back to me right before school started again. I have been back to school for a week, and after all this time, they cannot even tell me when I might be able to have my laptop back. The staff flat out refused to offer any sort of temporary laptop for me to use while they held mine for an unknown period of time.  I have read of people being offered loaners. They also refused to pull the system board from another T400 because "it will not work." That's just incorrect.
    I want to love my Lenovo. I really do.
    Edited to add more information. I figured it was better than posting multiple times in a row and cluttering things up.

  • Disgust and Exasperation with BT "Customer Service...

    I am posting this here as really a final attempt to see if anything helpful will actually be done by BT, but I think also as more of a warning to others, as I truly have ben a “victim” of their so called customer service.
    To make clear, I don’t really use my landline, the only reason that I even have a landline is for my broadband which I get from another supplier, as I need this for work, it is rather essential, so when there is a problem with the line it causes me great stress as it threatens my ability to work and make money and pay bills etc. Generally the only time I use the phone is if I have to call a free phone number or a number which is chargeable from a mobile.
    Over a year ago now, back in July 2011, I had just finished dealing with someone from BT’s head office as I had been forced to go there due to surprise surprise BT not adequately dealing with a complaint, that time due to charges on my bill for calls I hadn’t made. The man I was speaking to, fixed all the problem, re-set up my quarterly direct debits and said if there were ever any issues again to come straight back to him.
    Cut to the end of August this year. I happened to pick up the phone to try and call a free phone number when I discovered that the phone could not make outgoing calls. At this point I have had NO communication with BT of ANY kind, calls, emails, texts or letters. Since dealing with their head office the previous year. When I eventually get through to someone, Im informed that the line has been restricted due to non payment of the bill. I asked if there has been a problem with the most recent payment or has a payment bounced and I am informed that in fact BT haven’t taken a payment in a year!!!!! I ask how this is possible, and also how has no one from BT got in contact with me about it, I mean they are supposed to be a Communications company, yet they seem to be severely lacking in communication, as the only reason I knew there was a problem was that I happened to pick up my phone. After speaking to around 3 different people in one of BT’s non English as a first language speaking call centres, various promises of a  callback which funnily enough never happened, and god knows how much cost on my mobile phone bill, I finally managed to speak to a manager to try and figure out what had happened and how we could get this fixed.
    I was told by the Manager that they honestly had no idea how firstly they weren’t taking direct debit payments, and secondly how this could have been allowed to run for a year without BT really contacting me about it or even taking any action like restricting the line after the first time they didn’t take a direct debit. I was informed that the balance of the account was over £400. I made the point and the manager agreed that asking a customer to make that kind of payment in one go with no warning, particularly in these circumstances was unacceptable and a solution had to be reached. I said I was happy to pay it off in installments or work something out that way, and the manager also said they would need to check as perhaps some of the bill may have even been supposed to be covered as compensation for part of the previous complaint and due to an oversight may have caused the rest of the year to go untouched, as otherwise she wasn’t really sure how this could have occurred. The Manger then told me that she was going to go away and thoroughly investigate this and speak to the person who had originally set up my direct debit to see if there was any issue there. She told me that she would be looking into this and would then come back to me with the answers to how this happened and also a solution to paying it off. Also while she was looking into this she would restore my line fully, as this was obviously a larger problem at BT’s end. This seemed to be a fair agreement and I told her I looked forward to hearing back from them when they had it sorted out and we could get this cleared up. How foolish I was.
    Cut to the end of last month, I had family members in New York and New Jersey on holiday at the time of the hurricane hitting there. One night I picked up the phone to try and get in touch with them to make sure they were okay and I discovered that once again my line had been restricted for outgoing calls. To be clear here, the last time I had any contact with BT was when speaking to the manager at the end of August as described above. As you can imagine, having my line suddenly restricted and considering the circumstances I was particularly angry. I called in the next day, and despite asking what was going on and what had happened to the investigation into my account, instead all I got was a wall of “The account has been restricted due to non payment”. I would respond, yes I get that, but BT were supposed to be resolving the matter and coming back to me with a way to pay off the balance. Again the only response I would be given was “The account has been restricted due to non payment”. No other information, just that statement. I asked to speak to a  manager and was promised a callback from one. It never materialized. I called back in gain, asking for someone to call me about this as I wanted to get it resolved, was promised one but again never received one.
    Then last Monday, the  12th of November, I finally called in AGAIN at my expense, and spoke to someone who actually seemed to understand the term “Customer Service”. She took the time to look at the notes, saw that I was supposed to have been called about this but that no one had, and that in fact no one had even bothered to look into my account or even do anything with it. In fact I believe I was told that no one had even accessed my account since the last time I spoke with BT, back in August. I asked her if it should really be this hard for me to set up some sort of payment plan, I mean Im asking a company to let me give them money but they don’t seem to be interested. She apologized and said that she was going to personally pass this to her manager, that she would fully investigate the matter, sort it out and come back to me with the solution so we could resolve the matter and put it to bed. She gave me her word that her manager would be calling me within 48 hours. And guess what? That’s right, I never received any call whatsoever.
    So Wednesday this week, 2 days ago, I call back into BT, to ask why this manager hasn’t called me back as promised and what exactly is going on. At this point I get more of the stonewall “The account has been restricted due to non payment”. However also at this point get told that my line is going to be terminated fully this coming Saturday. Again I will point out that no one from BT had communicated this to me in any way, no warning, no letter, text, email or call, from this global telecommunications company. However I am then informed that someone had called and spoke to me the previous Saturday, had given me this information and I had “agreed” with it. I informed the agent that this hadn’t happened, no one from BT had spoke to me on Saturday, and certainly not at the time of 11:30am as it was noted on my account, as I had been out the previous night and had only got in at 8am Saturday morning and went straight to sleep. This didn’t seem to bother them or they just didn’t care as now all that I could get from anyone was “The account has been restricted due to non payment and we are cancelling it on Saturday”. No offer of sorting out to get it paid, no explanation as to what had gone on or why no one had done anything, just  a set response that felt like I was talking to a computer with only one programmed response. I was also informed that my account had now been ring-fenced by a particular department and only they would deal with it and they had no interest in my complaints or issues, they only cared about the bill in full and if not paid then it would be cut of Friday. I pointed out that I had not been given any notification of their action of any kind. The response verbatim I was given was,
     “We don’t have to inform you if we are going to restrict or cancel your account, we can just do it”
    Also they didn’t seem to care about the fact that someone in their company had blatantly lied and put information on my account saying they had spoke to me about this to inform me of it and I had agreed with it!!!!!! So fraudulent activity by BT and they don’t even seem to care. I asked for the details of the person who had left this note as I wished to complain, but was simply brushed a way with
    “Oh we wont give that to you, we will just take care of it internally, you don’t need to worry about it”
    I don’t need to worry about false information being put on my account???? I think BT doesn’t really have an understanding of what concerns the average customer, as someone falsifying information on their account is kind of a HUGE deal. At this point I had tried several times by phone and email to contact the person who had dealt with my account last year and had set up the supposed direct debit but surprise surprise, they never responded to one of my attempts, not even a polite message to say they had received it or that someone else might be dealing with it, nothing, not a peep.
    At the end of the day with my head ready to explode I finally managed to get a number for a manager in BT’s head office. I called their office line and got to speak to them. I explained the above and they were very sympathetic and apologized, and agreed that the way it had been handled was wrong, and asking someone to pay £400+ without any notification and also when they had previously told me they would be sorting out a payment plan was unacceptable. He then told me he would be passing my information to an executive level complaints operative and that they would call me back the very next day to discuss the problem and get it resolved. Again I pointed out that I didn’t think it would be this much hassle for a person who is trying to set up payments to get it sorted. I then left this call, feeling a lot better as it seemed I was finally going to get this sorted.
    However, the next day not only did I not receive a call, but instead I got an email from the person who the matter had been passed to, which simply said, ‘We haven’t had a payment in a year, the direct debits haven’t been taken, we have now sent you duplicate bills so you have a copy of them and you have been informed that the account will cease on Saturday (conveniently leaving out the fact that I was only informed of this the day previously). That was it. I called and left 2 voicemails and responded by email saying that could she please call me as her email has not in any way dealt with any of my issues or even tried to resolve this, and being as one of my biggest issues was that for 3 months I have been constantly calling BT and not one person has been bothered to call me, and the response to my speaking tp a manager at BT’s head office was for her to send me an email that as far as she was concerned I might not even get due to current restrictions on the line. I never received any call from her that day.
    That evening I managed to get back in touch with the person from the head office I had spoken to the previous day. I expressed my exasperation that with a major issue where one of the main problems is BT’s seeming inability to call me back when promised, the person who as supposed to be looking into this hadn’t even bothered to call me to find out the issues and what the complaint details were!!!!! I was again promised that he would get her to call me first thing Friday. She did, I spoke with her about an hour ago, and from the fact that I have felt compelled to write this should tell you exactly how helpful she was.
    When I answered the phone, the first thing she said to me was, “The only reason for this call is merely a courtesy, it doesn’t matter what you say or what has happened it will not effect the decision to terminate your line tomorrow” If that doesn’t just sum up the entire BT experience for the average customer Im not sure what could. Not only that but she claimed that BT had tried to contact me numerous times in regards to this yet mysteriously could not provide me with a single precise date of any of these supposed communications. I was called a “liar” as she said that I must have noticed that the quarterly direct debits hadn’t come out. This is despite the fact that the entire point of a direct debit is that you don’t have to check it, it just pays it, its how I pay my rent, gas, electricity, broadband, mobile phone and I assumed my phone line. Also if there has ever been an issue, the company involved is usually very quick and good about getting in touch, as its money you owe them/ Not BT though it seems. I said that all I’ve been wanting to do for the last 3 months is get something set up to pay this off. However I’m told that they wont do that that they NEVER allow payment plans (a blatant lie)and that even though I’ve only had 2 days notice and even then nothing in writing, they don’t have to inform me anyway, they can just do what they want.
    I tried to point out the effect this would have, I even made it clear that I was perfectly happy that while I was making payments to clear the debt that they could keep the line restricted, but at least still active as otherwise I cant work, I cant make money, I cant pay my rent, I lose my flat, I cant afford to buy food and in essence it royally messes up my life. The response was that they didn’t care and unless the full amount is paid then tough.
    However the most disgusting, Blatant and downright underhanded moment (and bear in mind at this point Ive been openly called a liar) came, when I brought up the fact that there is false information on my account, that someone had lied and put fraudulent information on my account. Her response, and I still have trouble accepting this was
    “Well I don’t think one of our agents would do that, so Im not even going to look into it”.
    Despite the fact that she could confirm that there was no call in under 5 minutes she refused to check it. I asked her to go get the call recording as there wouldn’t be one, and if she wasn’t going to help with my account at least please fix this, someone in BT has put false info on my account and you can check this yourself, it will take you no time, just confirm it. She however again refused to even look into it as she didn’t “THINK” that someone would do that. She also refused to go and listen to or check the calls I had back in August with the manager who had promised to sort out a payment plan and investigate, she refused to check or listen to the call from last Monday where an agent had confirmed that the previous manager was supposed to have done this but hadn’t done anything with it. She refused to do anything in any way that might mean she would have to change the position she had come on the phone to me with and had made clear she didn’t want to change. So in essence this person who is supposed to be trained in customer service and conplaint resolution, didn’t even bother her backside to speak to the customer making a complaint to find out the issues, just decided to check a  few notes, not pay any real attention and sho a complete lack of respect to me. I mean she openly accused me of being a liar on the call and in the same breath refused to go and check if one of BT’s agents had lied themselves about calling me and me “agreeing” to all this. Funny, I was sure one of BT’s slogans was “Its good to talk”
    So here I am, Im told my account will be terminated tomorrow and it seems that no one at BT cares, or even wants to solve the problem. Also they don’t care that this is going to have a massive effect on me and my life, without my internet access I cant work, and if I cant do that then I lose my livelihood, my home, the food on my plate and everything I have. Oh and look, just in time for Christmas. I have been asking for 3 months to get this paid off in a sensible way and for 3 months I have been assured they would take care of it, then fobbed off nad forgotten about. And now BT have made it abundantly clear that they really have no interest or concern for their customers in any way.
    I write this in the vain hope that someone might be able to help me here, however being as there is less than 12 hours till Saturday I doubt it.  I think to be honest its more so that other people are aware of just how shockingly bad BT’s service really is, and that watch yourselves and not only will they lie, abuse, insult and cause you great trauma, but that they will also refuse to accept any responsibility for their words, their action, their promises, and especially their mistakes and faults, as as far as they are concerned they don’t make any, and wont even look into seeing if they have. Truly a company that doesn’t care

    Its quarterly billing, and on direct debit, so the whole point there is it takes care of itself. 
    It aso didnt hurt that as I said, I had no communication from BT in that year, no calls, emails, texts, letters nothing. They sent me no letter to say that there had been a missed payment, they took no action due to this, still something at this point that no one has been able to explain how that happened. Also the direct debit was set up by someon from their executive level complaints deaprtment, so you would think it would work ok. But apparantly 3 months later they didnt take a payment, and kept not taking payments or getting in touch with me about it, they just did notning. Then after a year, again without any warning or notification restricted my line, which as it turnds out was an automatic process, no one had any clue about what had been going on. Hence why the first manager I spoke to about it said she was going to have to investigate how this happened and obviously work out a repaymnt package. Though as par for the course from that point on I never received a callback from BT at any point, I called them often enough, but they never could be bothered it seemed to get back in touch.
    Also my bills arent exaclty large, as I say the only reason I even have a landline is for my internet access for work so its not as if its a huge amount and its every 3 months so not something really on your radar. Again thats the point of DD and what you assume is a professional and capapble company. 

  • Do you value customer service in a cell phone company?

    I am a military member currently living in Arlington, VA.  On August 10, 2013, I visited the Verizon Wireless at Fashion Centre store at the Pentagon City Mall (1100 S Hayes St., Ste 3032, Arlington, VA 22202).  I visited the store because my cell phone, Droid RAZR, was displaying a blank screen when powered on, rendering it impossible for me to utilize the phone.  The phone was a refurbished model because the original purchased in September of 2012 failed in December 2012.  The refurbished phone had issues from the get-go, but with my military travel and irregular work hours, getting to the store during a time when it was both open and my phone was acting up, was extremely challenging.
    Upon entering the store (Verizon Wireless at Fashion Centre) on the afternoon of August 10, 2013, I was greeted by the manager, Ms. L.  After explaining my situation with the phone to Ms. L, she indicated that there was nothing she could do because she believed that the damage was my fault.  I reminded her that it was a refurbished phone, meaning it was not new and had been repaired previously.  After arguing with me in an inappropriately loud tone and repeatedly calling me a “liar” for stating that my phone had been acting up for a significant amount of time, Ms. L stated that she would upgrade me a year early to a new phone, but that I couldn’t have an Apple model phone.  She indicated that new phones would be coming out the following week and that I might want to wait to make my choice until I saw them.  Ms. L  provided me with her personal cell phone number in case I had questions.  I thanked her immensely for agreeing to assist me and agreed to return to the store early in the next week to make my selection.
    I called Ms. L on Monday August 12, 2013 to inquire about whether or not the new phones had come in yet.  She stated that they had not.  Wednesday August 14, 2013, I visited the store to make my selection because my phone had stopped working entirely and I could not wait any longer.  When I arrived at the store, Ms. L refused to come out from the back room.  Her employees stated that she was out at lunch.  I worked with one employee, Paula, to find a phone that would work for me, though I was extremely disappointed that I was not allowed to get the iPhone.  We finally settled on the Galaxy SIII. 
    When I went to purchase my new phone, Paula set me up with another employee, Dionne, for check out.  Dionne lacked any sort of professionalism.  She had multiple facial piercings and was dressed in a totally inappropriate manner for her job.  During our interaction, she got up and wandered around to talk to other people on several occasions without saying a word to me.  I asked her to move all of my pictures and contacts from my old phone to my new phone because I was unclear how to do that myself.  She told me that she had done so.  I also asked her to remove everything from my old phone at the end of the process so as to make sure all of my personal information was cleared off.  To this day, I am not confident Dionne even heard half of what I had asked her to do because she was getting up so frequently.  After making an approximately $150 purchase (phone, case, and charger), I thanked Dionne and Ms. L, who had finally emerged from the back room, and departed the store.
    When I arrived home that evening, I found that I was missing approximately half of my contacts and over 150 of my pictures.  Dionne had neglected to transfer everything the right away.  I called Ms. L on the personnel number she had provided me and explained that I was distraught over the loss of my pictures and asked her how that could have happened.  (I lost numerous pictures from my military deployments, travel, and of my friends that I will never be able to get back).  I also lost numerous contact numbers that I will never be able to get back.  Ms. L apologized on behalf of her employee, Dionne, and stated that my pictures must not have been backed up to the SD card when the transfer occurred.  I asked her why Dionne had not checked on that because not all clients are technically savvy enough to know how to do that.  Ms. L again apologized for Dionne’s neglect and incompetence, stating that she planned to “write her up.”  Ms. L asked me to call her back the following day so that she could see if anything could be done about retrieving my pictures. 
    On Thursday August 15, I called Ms. L back as she had requested around approximately 5:00PM.  Instead of answering the phone herself, she immediately placed Dionne on the phone.  Dionne began rambling about how it was not her fault that my pictures were missing and that I should have known how to use my phone well enough to understand how an SD card worked.  When I attempted to interject, she said “Hold on,” set the phone down, and placed me on hold for approximately 3 minutes.  Ms. L then picked up the phone and began shouting at me.  She stated, “What more do you want from me?...I already got you a new phone, which I should not have done…You are ungrateful…”  I stated that I was not seeking anything further, other than I could not understand how Ms. L would let an employee act so inappropriately (particularly in reference to Dionne and how she had gotten up multiple times while I was trying to purchase my phone).  I told her that I held Dionne totally responsible for the loss of my pictures and contacts because she did not take the time to ensure my pictures and contacts were backed up and she left the desk to talk to other people frequently during my purchase.  Ms. L then stated, “Well, when other customers enter the store, we have to greet them.”  I stated that I understood that, but that I was making a significant purchase and believe that I warranted attention as well.  To that, Ms. L stated, “Well it’s not like you were buying a $600 phone outright, so that didn’t exactly make you my best customer.”  When I attempted to respond to her, Ms. L stated, “You were rude and I put up with your **** the first time you were in the store with your old phone, but I’m not going to put up with you now.  I hope sincerely that your phone works, so that I never have to see you again.”  I told her I hoped my phone worked as well and said goodbye.
    Immediately after my final interaction with Ms. L on August 15, 2013, I called the Verizon customer service line where I spoke with Anthony.  Anthony and I talked at length about my experience and the sheer unprofessionalism displayed by the employees of the store (demeanor, language, and appearance).  He helped me to file an official report against the store.  I spent approximately an hour on the phone with Anthony.  At the end of our conversation, Anthony and I set up a 3:30 PM (EST) follow-up phone call for Monday August 19, 2013 to follow-up on the situation.  It is now Thursday August 22, 2013, and I have yet to receive a follow-up call from Anthony or anyone at Verizon.
    I am disgusted by the all-around unprofessionalism, inappropriate language and tone displayed by the employees of the Verizon Wireless at Fashion Centre store, and the lack of care displayed for the customer by Verizon on the whole.  My family and I have been customers of Verizon for years.  As a military member, I have been taught that ethics, professionalism and respect are of the utmost value.  Not only were none of those values displayed in a positive way during my recent interactions with Verizon, but I am now literally afraid to enter the Verizon Wireless at Fashion Centre store for fear of another negative encounter with Ms. L (the manager) or Dionne.  I am truly disturbed that even after making a report like this to Verizon, I have received no follow-up as was promised.  I have been treated poorly, demeaned, degraded, and made to feel valueless to a company that my family and I have loyally supported for many years.  To add insult to injury, I didn’t even get the phone I actually wanted!  At this point, I can say with certainty that I will be shopping around for another cell phone provider in the future and recommending to my family members and friends that they do the same.
    << Post edited to remove full name, profanity, and to comply with Verizon Wireless Terms of Service >>
    Message was edited by: Verizon Moderator

       I tried for 30 minutes to get to billing and all I could get was a computer that wanted money, no option for service rep. I had to change the date on one of my payments and ever since I have been getting texts saying I missed a payment and I had to call them. After I went through the aboved mentioned I finally called the new business line and was able to get transfered to billing. The lady was rude and didn't want to wait on my responses. She said I had schechuled it for the 1st and that why I was getting these texts , I was holding the paper, gave her the conformation number and told her it was for the seventh, all of a sudden the phone starting breaking up.  I never had problems like this till my idenity was stolen and some guys got into my checking account, we caught it early and was able to close the account and open another. I had verizon on auto bill in the account and that was the only one I forgot put in the new info. Of course it was returned as closed. As soon as I saw this I checked the profile and changed it. They charged me the fee ( of course) and I called them to explain why this happened and apologized. Ever since then I have been treated like I'm a bum and that I don't pay my bill. I have been with them since 2000 and I'm thinking of changing it in September when the contract is up.

  • Horrible customer service with a bad phone for the first time in years!

    I would like someone  - hopefully a manager to review my communication with the customer service representative last night.  Apparently you only staff sales staff at night and I would not buy anything from this person.  My first call rather than telling me that the support staff were not in until morning she just disconnected chat on me without saying as much as good bye.  I then started a chat on the service line and got the same person.  i asked her if i could speak to a manager or supervisor - she left me sitting on chat for over 20 minutes and never came back.  These messages have been sent to email for your review.  Aside from having purchased the most expensive phone that does not work along with an insurance plan that I was told only replaces phones with new phones vs refurbished (this is not the truth) and the policy only kicks in after the factory warrantee is over so I sit with a droad less than one year old certified refurbished that goes on and off as it pleases and randomly dials numbers.  This is better than the original phone which I paid between the phone and the insurance over 300.00 for less than 1 yr ago that decided to slowly die and completely died xmas eve after I was in a car accident.  Then the phone came with no sim card after I paid extra for shipping and the local store would not give me a sim card would only sell me one.  This would be the retailer were I purchased the phone - a verizon retailer. 
    I have never in my life had an issue with anyone on the phone until last night - i was asking for one of my lines that is eligible for an upgrade next month to change it now so I can get a working phone or US Cellular has offered to buy out all four of my plans.  I have always been a fan of verizon and never had issues other then never getting my rebates..........I have not received this one which still does not appear in the system and we have had 4 people submit the info now.  (Because I sent the phone back I can no longer give you the numbers unless I find the paperwork copies i kept).  A couple years ago I had the same thing happen when i purchased my phones from a verizon store - the rebates never came.  That has really been my only complaint other than this current phone is horrible - the first one was brand new and slowly died over a couple weeks.  I spend two hours troubleshooting the problems with a very nice man on the phone - he went above and beyond what he needed to do to test this phone  Then the certified refurbished phone came with no sim cared - we were very specific that we thought it was a combination of a phone defect and the sim card.  I paid extra for shipping so my kids could still reach me and it came with no sim card.  I called and you all send me to the verizon store in Monona WI where i purchased the  phone for a sim card and they would not give me one without charging me...........so I had to wait again for you to send me a sim card.  Well the phone is slowly dying again this time with random on and off and random dialing while fully charged or even sitting on the charger itself.  I do not think my request of the young lady was that big but point blank she did not want to talk to my if I was not buying.  She should not be on the phones - you do not disconnect from people in anger and you do not answer a chat and just leave someone sitting there until they hang up out of frustration.  In my office that would be grounds for immediate termination (I do not want to see anyone lose there job) but she needs serious training.  She cannot handle conflict management, she cannot simply answer a question or tell you that a department is not available until morning - all understandable answers.  Hanging up on someone or just leaving them sit there - not acceptable.  I get paid 75.00 per  hour of which she has wasted approx 5 either on the phone filing complaints or trying to get in contact with you - who is going to pay for my time because of your staff and her tempore tantrum.  My 7 yr old would get in trouble for behaving that way.  I expect a resolution to this issue today!  I expect a phone call from a manager today!  If I do not hear from someone i will file a complaint with the better business bureau - put an article in the paper in Madison Wisconsin about recent service decline in verizon and I will cancel all of my accounts with your company as well as have my husbands attorney dissolve the contract for his business and his technicians can use another service.   (He is scheduled to had phones out on Monday - that will no happen if this is not resolved)
    Thank you - I look forward to hearing from you today to hear how you plan to reconcile this issue.
    Sincerely,
    Tammy <Personal information removed for privacy.>
    (The conversations were saved by email so you should have copies of both the hang up and then the call where she just left me sitting and waiting!  If you do not have copies of the emails I do please feel free to ask!
    Message was edited by: Verizon Moderator

       I tried for 30 minutes to get to billing and all I could get was a computer that wanted money, no option for service rep. I had to change the date on one of my payments and ever since I have been getting texts saying I missed a payment and I had to call them. After I went through the aboved mentioned I finally called the new business line and was able to get transfered to billing. The lady was rude and didn't want to wait on my responses. She said I had schechuled it for the 1st and that why I was getting these texts , I was holding the paper, gave her the conformation number and told her it was for the seventh, all of a sudden the phone starting breaking up.  I never had problems like this till my idenity was stolen and some guys got into my checking account, we caught it early and was able to close the account and open another. I had verizon on auto bill in the account and that was the only one I forgot put in the new info. Of course it was returned as closed. As soon as I saw this I checked the profile and changed it. They charged me the fee ( of course) and I called them to explain why this happened and apologized. Ever since then I have been treated like I'm a bum and that I don't pay my bill. I have been with them since 2000 and I'm thinking of changing it in September when the contract is up.

  • Verizon Complaint - Harassment, Lack of Customer Service, No Loyalty

    After searching long and hard, it appears that there is no place to lodge a formal complaint against Verizon.  I saw where an individual was told by a Verizon rep the place to file such complaints is right here in the forums.  This seems to be an ineffective place to make such statements.  With that said, I write this post with little expectation of satisfaction in remedying the complaint.  In fact, I believe that the lack of a formal complaint channel points to the company's unwillingness to address key business points, such as customer satisfaction.  Consider this post an indication of one such dissatisfied customer.
    As background, I have been a steady Verizon customer for about 12 years (give or take a year).  In that time, I have re-signed my contract several times, purchased numerous phones, and have been timely in my payments.  I seem to recall even being given a Verizon VIP status which gave me a discount on phone accessories.  The fact that most people reading this will have never heard of the Verizon VIP status points to how long I've been with Verizon.  My first Verizon phone was the Motorola V60i - top of the line at the time.
    Recently the credit card I have on file for auto payment expired.  I knew it was going to expire and updated the account with a new card as soon as it came in.  Apparently this update did not stick.  About two weeks ago, my wife began getting phone calls from Verizon.  Each time they called it would be from a different out of region phone number.  Each time an automated voice would leave a message about "changes to the account".  The calls increased to about 5 per day with several text messages throughout.  The first red flag is that her line is a secondary number, whereas mine is the primary.  If there was a legitimate change to the account the assumption is that Verizon would call the primary account holder.  They did not.
    This continued for about a week.  The calls and the texts would come during working hours and into the night.  I called one of the numbers back.  After pressing # to do this and # to do that, I was given a choice.  Press 1 to make a payment to the account or press 2 if you have already paid this bill or are planning to pay this bill immediately.  Since I had already paid the bill, I pressed 2.  The next automated message I received said that they would be expecting my payment within 7 days and the system would be updated to reflect I had made this agreement.  Failure to pay the bill would cause an interruption in my service.
    My problems-
    1. Verizon should  not call a secondary number to discuss the bill.  Luckily the secondary number was my wife's.  What if it had been a teenaged child?
    2. Verizon should not engage in such harassing techniques.  I have been a loyal customer for over a decade.  A simple phone call from a human and I would have happily explained I did update the card, and then paid immediately.  It went too far for no reason.
    3. As a customer, I should have quick access to a customer rep or another avenue, such as a dissatisfaction form in My Verizon, to outline this in a more conducive manner than simply throwing it into a pile of other forum posts with no sense of direction or expectation of satisfaction.
    It is for all these reasons that I am dissatisfied with Verizon currently.  I am not currently under contract and I am shopping for another provider.  While I'm sure many of my complaints will be found in the other provider, at least I have the satisfaction of taking my dollars to a company that will treat me like a number on a page instead of the misconception that customer loyalty still meant anything.  Again, I am not expecting any followup from Verizon, but you have my phone number if you would like to discuss this.  After all, a simple call from a human in the first place would have corrected this.
    My question to the rest of the forum is, "Am I the only one in this boat?"

    JonathanK_VZW,
    First, thank you for taking the time to respond to my statement.  I appreciate that you took the time to do so.
    However, I don't think that your response addresses my concerns.  I thought I had paid the bill as explained above.  Your financial department acted in a harassing manner by contacting a secondary phone number on my account.  Not once did anyone or any automated communication contact my number, the primary account holder.  The calls were as many as 5 in a day with several text messages.  The voice messages, when one was left, and the text messages simply stated there had been changes made to the account - hardly helpful information.  In fact, the limited statement was so cryptic that they were originally dismissed as being spam - a reasonable conclusion considering the amount of spam messages Verizon customers receive concerning "changes to the account".
    Luckily, the secondary number your financial department decided to contact was my wife's number.  Had it been a child's phone this complaint would have a completely different tone.  However, any number of other customers may not be so fortunate.  You stated " financial services may try to reach you on an alternate line or a contact number we have on file" as an explanation of this practice.  That answer only makes sense if you attempted the primary account holder first.  You did not.  Not one instance.
    You  mentioned that the volume of your customers prevents you from giving each one personalized service.  I realize Verizon must have an enormous customer base and the sheer volume creates complications that I have not yet considered.  May I suggest you make a special effort to show personal customer support to long term customers with an established track record of timely payments and patronage - such as myself.  The silver lining for Verizon is that your current solution to your customer load crisis - harassing phone calls, ineffective automated services, etc. - may self-correct your problem.  More and more folks will take their wallets elsewhere and you may find that managing effective customer service becomes a simpler task.
    Again, JonathanK_VZW, I do want to thank you for taking the time to respond.  That is sincere.  I did not expect Verizon to respond.  I would like my concerns to be passed to your supervisors and then to their supervisors.  I believe my points are valid criticisms of Verizon's current customer services.  I realize that customer service is traditionally a difficult role as it is the department the angry, screaming, crazies contact to vent.  I hope the simple measure by which I've responded shows that is not the case here - that the criticisms point to terrible service and any industry that values its customers would want to at least address the key points therein.
    To the supervisors:
    Any productive organization has to develop strategies that manage the work load while maintaining quality.  Those strategies must be reevaluated from time to time to measure effectiveness and quality. This message points to one of those times.  Effectiveness and quality are lacking.  It is time to develop a new strategy - a working strategy.  Your customers would appreciate it.

  • Moving Home / Lack of Customer Service / Cancellat...

    I write to express my complete astonishment and disgust with the level of service BT has offered to me as a valued long standing customer.
    I have been a customer of BT for approximately 4 years, taking out a phone line, unlimited broadband, BT vision and Sky Sports, amounting to a considerable charge of around £42.00 per month. I have used these products constantly during this period and have been very happy with the service.
    In mid February 2012 I phoned to inform BT that I was moving home shortly and would like to switch all service to a new address. I was told that I needed to call back when my current line had been taken over by the new tenant, at which time I could then move my services.
    On Thursday 1st March I rang BT to inform them that my line had been taken over by the new tenant and that I now wished to move my contract over. I was informed that I needed to take out a new contract which would then waive any connection charges. I was more than happy with this and asked to set up the new account. The lady at BT who I was speaking to informed me that after running a line check there was an issue with the new property in respect of the supply to it. I informed her that the previous tenant in the new property had a BT phone line with all BT sockets but had obviously cancelled it on moving out. She informed me she would run some more tests and ring me back the following day on the Friday 2nd March. BT did not contact me at any time on the Friday.
    On Saturday 3rd March I rang BT back very disgruntled with the lack of service offered. I spoke to a gentleman who checked my account and system notes and stated he didn't know why I hadn't been contacted back. He informed me that I could take out a new account and waive the connection fees. He run a check on the line but informed me that it was coming back as a black line, and that he would need to book an engineer to come out to the property to check the connection. He was very helpful in his nature and suggested that I plugged a phone into the BT sockets and dialled 17070 to check for a line and number. He stated that as it was the weekend he couldn't book an engineer till Monday but he would personally phone me back by 12pm on Monday 5th March to check with me regards any current phone line and if necessary book the engineer.
    At 1.00pm on Monday 5th March I had not received any phone call from BT. I can't say that I was surprised given BT's lack of customer service over the previous few days. I proceeded to phone BT again at my expense on my mobile phone to be greeted by a very helpful gentleman who again took me through the same details as previously had been stated. I informed him of my disappointment of BT's customer service, to which he apologised and tried to set up a new account for me. On attempting to set up all my services I was told that it kept failing on the BT system when it reached the broadband page. He suggested that I set up the phone line to instigate the new account and once live I could then upgrade my account to include broadband, BT vision and Sky Sports.
    Although not happy with this I accepted the proposal to which he then attempted to book an engineer. He promptly informed me that the next engineer available would be on Monday 26th March 2012, a full 3 weeks delay!! He then informed me the broadband could then be initiated but with an additional lead time of a further 5-7 days. Thus bringing the whole episode up to a total of 4 weeks, not including the time already wasted by BT in the previous week.
    I proceeded to inform the gentleman that this was an unacceptable amount of time coupled with the inconvenience and lack of service, and that I would now cancel my contract with BT.
    After coming off the phone to BT, I proceeded to go onto the internet where within 10mins I had set up an account with Plusnet for broadband. I received a text message 2 hours later from Plusnet to inform me that my phone line was now live and gave details of my new phone number together with delivery details of my new home hub and an expected broadband start date within 3-5 days. Now that's quality service.
    I have since received a final bill from BT stating cancellation charges of £61.13 to be paid by 22nd March 2012 and also a returns envelope to post back all the equipment.
    Please can BT inform me whether this is an acceptable standard of service that a long standing customer expects?
    Please can you inform me why BT have difficulty in moving my account to a new address when a new provider can initiate within hours?
    How can BT charge me a cancellation fee when I have attempted to continue my service but BT could not offer the service within a reasonable time frame?
    Under the Supply of Goods & Service Act 1982, please inform me if BT believe they have met the requirements of the legislation;
    - That BT have carried out the service with reasonable care and skill
    - That BT have carried out the work in reasonable time
    - That BT ensure the work will be carried out at a reasonable cost
    I am totally disgusted with BT and the level of service offered, the inconvenience caused, the wasted costs and time I have incurred trying to move my service and the overall unprofessional nature of your business.
    I have sent a personal letter to Ian Livingston - CEO of BT  -  can't wait for the comical reply to that!!
    Update 13th March 2012: Just received an obnoxious call from BT Customer Services stating the cancellation charges of £61.13 will stand as per an auto renewal contract which expires in August, even though BT cannot offer the service I require in a reasonable amount of time! Is it acceptable to wait 4 weeks for Broadband when I am an existing customer?? I think legislation, OFCOM & Ombudsman are firmly on my side! Great service BT!!

    If you would like to contact one of the UK based BT Care Team who moderate this forum, they should be able to help you.
    They can be contacted using this link BT Care Team
    They normally respond by phone or e-mail, within three working days, however you should get an immediate confirmation, with a tracking number.
    There are some useful help pages here, for BT Broadband customers only, on my personal website.
    BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

  • BT & ITS CUSTOMER SERVICE IS A JOKE!!!!

    On a second thought, NO!! It is a disgrace!! I'm very angry, frustrated and utterly dissapointed!! I will take my case to the highest authority as i have had enough of this poor and lack of service company!
    Just to mention i'm still on the phone on one hand and typing to convey my message on the other, and for the record as i check my time waiting on the phone its been 47:12 minutes since i've been trying to get spoken to and mind you its not the first time ive had this experience either!! After speaking to an employee who had no clue whatsoever i was told to speak to the manager and still WAITING!!! wonder if the manager is having dinner or sleeping!! where is customer service, or rather do they even know what customer service is all about! Hah you bet!
    My story
    In early september as i moving to a different property i called BT to transfer my phone line to to my new address, and after going through all the details, ( i need to mention even at the time i spoke with more than 3 individuals over a 2 hours almost time period, as the people there had no clue what their job is all about) in the end i managed to speak to a lady who confirmed everything for me and said because of the new property i will have to re-enter myself on a new contract not to incur any installation charges which was something ridiculous like the 100.00 +, i agreed and even mention to them at the time if i will incur any charge and they said NO!!! after two weeks my new phone line and service will be up and running!! i was also told my current phone line in my old property will get disactivated at midnigt on the day i called, it seemed logical so i waited to see my new engineer coming but no one ever turned up!!!!
    2 weeks gone never received any email or letters, so i waited thinking maybe i will hear from you in the next few days but sadly NO, so after 3 weeks i got on the phone again and i spoke again with the endless names of people in the wrong department for someone to finally manage to tell me what actually is going on!! apparently at the time i was getting my services changed to my new property my last bill at my previous property wasnt cleared hence why they couldnt proceed with the order!! How do you expect me to know that if you dont communicate with ME!!!!!!
    ok that now cleared and bills paid , i seek the reassurance that now everything is sorted when do i get my service, i was told will need to re order and again should get the service within 3 weeks, i was on the train at the time and told the lady my phone can lose network if that's the case please send me the confirmation by email or post as we were almost in the end of the conversation, she said YES!! three weeks gone and no email came and no letter came!!!! again got on the phone with them and nothing from the second time conversation has been saved and processed!! I ask myself why do you pay incompetent people to work for you, is your company really that hopeless that you cant recruit the right candidate or is it just that you just dont care!!!!
    After the third time i again got on the phone with them i managed to have a final complete conversation and i was told that an engineer will attend on the 8th of november to get my services sorted and yes i am on a new contract, howver again nothing till date has confirmed these details in writing! at every converstaion i have had with them i clarified whether i will incur any charges i was told NO!!!
    today i just so happened to log into my bt account and to my shocking revelation found out that i had a bill of 100.00 to clear, surprised i got on the phone for some clarification? and yes to give you an update on my time on the phone to speak to the infamous manager its now 1hr 13 mins since i'm still on hold WAITING!!
    my question to you the team are the following:
    i made myself clear today when i called and spoke to the lady that i do not want to speak to someone who has no clue about her job she reassured me am in the right department and she will help me,
    i questionned how do i have a bill of 100.00 + for not using the service since september, she said to me its my contract charge as my new contract starts on the 8th of november now, i ask, has this information been communicated to me before? NO is the answer, secondly i was told the first time when i request the change of service into my new property that my line and account will be cancelled at midnight on that day, how can i then be still charged, on top i dont even live in that property and address anymore? you guys are fooling customers and misleading us, for sure i am not growing money on trees to give to bt for its disgusting and shambolic service, do you make fun out of your customers?????
    oh the line has finally dropped at its been 1hr and 19 mins officially since i have been waiting to speak to the manager, i wonder whether the receptionist on the side has hung the phone or the phone itself has gone tired and gave up!!!
    it might be fun for you reading this message learning of my frustration but trust me this is the limit!!!!
    i need you to formally now write to me and APOLOGISE and for the record i'm terminating all my services with you as i cant bother anymore and yes you will need to see that this matter is resolve in the least trouble to me, you need to write off that absurd bill of 100.00 that you have unfairly and unjustly billed me for a service i have never used and been ridiculed for and (b), as i cant bear the stress of dealing with BT anymore i am stopping my service and you will need to make sure i dont imcur any riduculous charges, as i wont pay you a penny and i will take this matter as far as it should because you have crossed all limits!!!!
    i await to hear from you
    hamz

    StephanieG wrote:
    toekneem wrote:
    If it helps, you can use this
    Seems a bit excessive toekneem!
    @ hamz_3006, please send in your details and we'll get back to you as soon as possible.
    Thanks,
    Stephanie
    Hi Stephanie, that was so hamz could use it against me, if you failed to pull this one off.
    toekneem
    http://www.no2nuisancecalls.net
    (EASBF)

  • Verizon Customer Service is Terrible. How do I freaking talk to a real human?

    I am signed up for auto-renew, but EVERY month, it fails to renew and my phone stops working and I need to contact Verizon to get it working again. ***? Right now, my phone DOES not work because my balance is 0. When I log in and check Auto-Renew this is what I see: Auto Renew active in amount of $45 with option: "Replenishes when account falls below $5 or is within 2 days of account expiration". The card is good. Why is it not renewing? Why do I have to go through this exercise every F^&*^*&^king month?
    PHONE:
    I called to talk to a real human. I called 611 from my phone and am told that wait time is longer then usual (interestingly enough I get this message EVERY time I call) but to wait on the phone to talk to someone. Every time the automated system hangs up when I do not select an option. There is not option to select that allows me to wait. Why is it telling me to wait for an operator and then hanging up on me?
    CHAT
    Your chat is busy and not taking new inquiries.
    This is not due to an unexpected surge. This is your corporate executives refusing to allocate more money to customer service budget which is a direct result of Verizon having a near monopoly on the market and not giving a F&**&*K about its customers.
    PHONE APP.
    I get errors when I try to do anything on the phone app.
    WEBSITE:
    There are options to add money, but your UX designer should be fired. The options need to be clear about what adding money does. Does it renew your monthly prepaid plan? Or are you simply buying more data for a plan, if it is active. Confusing.
    I hope a Verizon agent responds to this and gives me a direct line that I can call. Customer Service is not rocket science. You guys need to get your sh*&*&t together. I need the auto renew feature working on my phone. I do not want to have to go through all this again in a month. I paid one of my employees last two months to do this at a cost of about $50, each time she was told it would renew find the next month. Ridiculous.

    I understand the importance of ensuring you have reliable service at all times Big_Bubba. Allow us to get to the bottom of your signal concerns. Unfortunately, with any carrier we can not guarantee signal inside a home, building, etc. due to home infrastructure. However, we do offer an accessory that may help boost signal in and around your home. For further information regarding our Network Extender click, http://vz.to/1vV6qON
    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 does not know what customer service means

    I tried to pay my bill online using the Verizon gift card that I received when I signed up for Verizon Fios. It would not let me do it. I got an error message that my payment transaction failed because of an invalid card or authorization is decline by my financial institution. I had more than enough to pay my bill on this card. So I called the card company and I was told that Verizon lets you pay your bill with this card one time only. Apparently what I should have done was instead of putting the exact amount of the bill I should have put the total amount that’s on the card. Speaking to customer service was a big hassle. Besides the fact that the line was not clear the representative had an accent. She was very polite and tried to be very helpful but I could not hear her. She suggested that I try to pay my bill by phone. When I asked her if there was a charge for doing that, she said ‘yes’. I cannot believe that you charge customers just for paying their bill!!!! That is the most amazingly insane thing I have ever heard of in my life. I mean if the customer is willing and able to pay her bill, why are you punishing her with an extra charge? I cannot believe that Verizon is all about doing what’s easiest and cheapest for Verizon and not easiest and most helpful for the customers. Do you pass on those savings of going the easy way to your customers? I think not. I certainly have not seen any evidence of that. Due to my perseverance, some luck, and probably a lot of help from a higher power I went back online and was able to resolve the issue myself. (So much for customer service.) At least I hope I resolved the issue. I received confirmation that the total amount that I put in was received so let’s hope so. At least I hope I’m not charged any fees because I was mistaken in my premise that the bill was paid. I really believe that the government should investigate these charges that you keep piling on. I am out of work for two years and I cannot afford extra charges just for paying my bill!!!! Which is the most ludicrous thing I have ever heard of. The other problem is that you people believe that everybody is computer literate to the tech degree. Also you don’t take into consideration any disability that a customer might have. With my eyesight it is somewhat difficult to read the screen properly all the time. So when I signed up, I had to call customer service and I’m now being charged $10 more per month. Apparently I was under the mistaken impression that it was all about the customer and not about the company. I guess I was wrong. Life is not without problems and I’m sad and appalled to see that Verizon isn’t there to help their customers with them. I thought customer service meant service to the customer. I don’t see it. This is all making me rethink about signing up with Verizon in the first place. I thought Verizon was better than this. And add insult to injury I don’t believe I can call customer service with my complaint. Beside the fact that I think I might be charged for customer service, I seriously doubt that they would do anything about it anyway. So I am putting it on this blog.  

    On July 1, 2015 I went online and paid my bill using the Verizon gift card that I received. When I go on my account there is this message  Paid in full.Thank you for paying your bill with Auto Pay. Your account is paid in full. Under that message is the total amount due of the bill (and it is not 0.00) and the due date July 7, 2015. How is this possible? Is my bill paid or not? How do I get two conflicting statements on one page? Can someone tell me what this is all about? I hope to God I do not have to pay a late fee because as far as I'm concerned I paid my bill. I can't help that the web site did not update. Now I have to try to find the customer service number as I don't see it on Verizon's web site. No suprise there. 

  • Customer Service Problems

    After fighting with Verizon customer service over two service issues without any possibility of resolution I am canceling my account. 
    I’m doing this reluctantly because as a long-term shareholder of Verizon I would like to see the company succeed and keep profitable.  Yet I am appalled by the cavalier, disrespectful, obstructionist treatment from your staff in dealing with customer service problems.  When you were just the telephone company and operated as a monopoly in a regulated industry, you had to take customer issues seriously.   Now that you are an unregulated telecommunications giant it seems that you don’t feel the need to respond to your customers.  Someone in your company needs to hear this and put a stop to these destructive business practices. 
    In brief, the first issue involved arranging a service call for interruption of internet service.  The entire process kept me on the phone for a total of 3 hours over several days.  I have given up my land line and use a cell phone exclusively.  Verizon’s communication systems and staffing levels caused me to wait on hold for 10-15 for each person that I spoke to. Then each conversation averaged 10 minutes.   In addition, I was transferred to different departments but  I did not understand the reason for the transfers.  Then the pattern of hold-talk-transfer began again.  Several times my calls were dropped necessitating more repeats of the hold-talk-transfer pattern.  Some of your staff were South Asian and they either garbled or misunderstood English, thus prolonging the conversation beyond the average of 10 minutes.    During that time I incurred cell phone charges of $.45/ minute.   
    After the service was restored I called Verizon customer service and asked for a service credit to compensate me for those out-of-pocket expenses over and above 30 minutes which I consider to be a reasonable amount of time to arrange a service call.  They denied any responsibility for the amount of time it took to arrange the service call or the amount of time to complain about their service.  I was not happy with the outcome so I requested to speak with someone who was a decision maker and had authority to negotiate a settlement.  I also asked to have them communicate with me through email.  I was told that communicating through email was not possible.  These calls followed the same pattern of hold-talk-transfer averaging 30 minutes each.  I repeated myself to 3 or 4 people who wrote down my complaint before I got to a manager who had decision making authority.  The manager denied any responsibility for the amount of time it took to arrange the service call and would not authorize a service credit.  
    The second issue involved billing.  I signed up for auto-pay to have my monthly bill deducted directly from my bank account.  Verizon’s computer system deducted the bill twice, overdrawing my account.  I incurred a bank overcharge fee.   The same pattern of hold-talk-transfer began for this complaint as well.  The customer service staff refused to take responsibility for this error as well.  Their solution required me to spend more time and incur extra expenses.  I had to repeat myself to 3 or 4 complaint takers before I reached the same manager who denied my first request.  He denied any responsibility for this billing problem too.    I had to have my bank retrieve the money under a fraud compliant.
    Verizon is one of the largest *communications* corporations in the world.  If your internal systems can't handle customer service calls in a reasonable amount of time, then there is a problem.  If your customer service staff is unwilling to take responsibility for such inadequacies and solve the issues that emerge from them, then there is a problem.  If a customer has to contact the CEO of the company to try to resolve two service related issues, then there is a problem.  When all of those actions prove inadequate, then there is a *communications* problem.
    Customer service has flagged my account and put me down as a “problem” customer.  Instead of offering even a token settlement, they are prepared to stonewall me by maintaining that the company is just not at fault and that they tried to solve the problems but I wouldn’t cooperate or accept their solutions.   Early on in the process, if someone told me that Verizon messed up just a little, but still couldn’t compensate me, I would have accepted that, albeit reluctantly, and dropped the matter.
    This is not the way I do business and I resent it when others don’t feel the need to honor any kind of code.  I grew up working in my family’s retail liquor store.  From the time I was a kid I learned four customer service lessons that I’ve carried over into my adult life:
    Admit when you are wrong and try to make up for the mistake.
    Never argue with a customer over small things.
    Listen to the compliant and don’t just dismiss it out-of-hand
    Try to make things right even though you may not be directly responsible for problem.
    For my two problems, Verizon customer service staff didn’t even come close to following these common sense rules.   I’ve learned that if you ask their customer service people they will repeat back to you some type of business code that they say they operate under.  But their behavior tells a different story.
    Unfortunately when I spoke with {edited for privacy} of the Executive Presidential Appeals office, I was taken somewhat aback by his manner and demeanor, which was coarse and inappropriate for a customer service discussion, and which I found personally offensive.  He and members of his staff agreed to send me emails specifying which part of the Terms of Service they based their decisions on.  To date I have not received the communications they promised.
    Is this the image of your company that you want the public to see? Are you willing to just shrug off these complaints as an isolated case that is too small to concern yourself about?  I’m afraid the answer will be yes.  Not only do you feel that you are too big to fail, but you are too big to care.   Customer service means solving problems not manufacturing bad will and resentment.  
    My purpose in writing this note has been twofold: to make one last effort to solve my problem and to hope that someone will take note about the issues about customer service practices that are harmful to the company. I'd be happy to speak with someone with real authority to deal
    with my issues but have no interest in repeating my past experiences.
    It's too bad that this had to happen since the solution could have been so easy and simple.
    I plan to publish some form of this letter and distribute it to the public. 
    Solved!
    Go to Solution.

    Therefore, I request to please clear this unacceptable due balance, and contact Experian to removed and clarified the mistake in my credit report. 
    RE:  Cancellation fee charged on internet DSL service charged by mistake. {edited for privacy}
    A $65 balance remain for a cancellation fee on internet DSL service, by Verizon New York mistake.
    In February of 2010, I set up my phone and TV in a vacation plan but keep my internet service active. After a month I had a vacation plan, suddenly without notification, my internet service was suspended and a cancellation fee was issued.
    My final statement was $ 24.47. I cleared a check from Verizon.
    I contacted Verizon online to request connect my internet service and discuss the issue on the cancellation fee. The response was that I should pay the internet cancellation fee, and paid a new activation.
    After fighting with Verizon customer service over the unacceptable fee charge service issue without any possibility of resolution I cancel my home phone which was in a vacation plan. 
     Later I kept receiving the statement with this cancellation fee every month. I called and discussed the issue more than 6 times during the next 6 months, The entire process kept me on the phone for a total of 2 hours over several months. The costumer representatives responded that the issue was in an investigation.
    Later,  a Collector company start chasing me to get the $65 paid. Phone number: {edited for privacy}, Inclusive, they made an offer to reduce the amount if I accept to pay or contact Verizon to request a clarification.
    By the end of the year, I contacted Verizon costumer services one more time but the representative stated that the account is not visible anymore.
    Convinced that the problem on this account was resolved, the second week of November, I called Verizon to reestablish my account with a new home phone number and Internet DSL connection.
    The answer was that  following Verizon policy I was unable to get a new account if a balance remain.
    After I explained the events, a manager (non-identified) who spoke to me by phone told me that Verizon will investigate the issue and I should wait for approval.
    On November 16, my account was confirmed approved and clear of debt, therefore, Verizon welcome me back with Home phone and internet DSL Service and confirmation on my online registration.
    New number:{edited for privacy} ; Email:{edited for privacy}
    Also, during the months of January and February 2010, Verizon New York, made other charges mistakes in my account (See details below) that have been resolved with an apologize and a refund.
    Events that prove the lack of training and support Verizon customer and billing service have.
    Chronology of the emails exchanged between Verizon Ecenter and myself after I requested investigation with the charges.
    01/10/10   I have contacted Verizon customer support regarding of a mistake in my internet service statement.Tracking # 430824. Reference: Duplicate charges for Internet Security suites service.
    1/12/10 Verizon eCenter responded. Angela. ' Apologized for the inconvenience. 'The cancellation and credit will appear on the next bill'.
    2/08/10 Verizon eCenter responded. Cheniqua. 'I have issued a credit of $6.52 for a Verizon internet security suite charges'; your internet charges
    2/04/10 I have contacted Verizon customer support in regard of clarification in my Direct TV  statement.
    Tracking # {edited for privacy}. Reference: Balance from Direct TV due to my recently requesting vacation plan.
    2/06/10 Verizon eCenter responded (John) Verizon Bill statement: February 26 = $6,73 paid
    2/06/10 I have contacted Verizon customer support in regard of a mistake in my home phone statement.
    Reference: By mistake, international fee in my home phone (inactive line/vacation plan) was charged.
    Tracking # {edited for privacy}
    2/08/10 Verizon eCenter responded. (Linnette) 'I apologize for the error'. 
    A credit for the international plan has been applied to your account and will appear on the next statement.'
    2/08/10 Verizon eCenter responded (Cheniqua) 'The regional essential calling plan does not qualify for a discount during vacation suspension. Which prove that my home phone was in a vacation plan.
     2/15/10 I have contacted Verizon customer support in regard of a non-notified, neither requested suddenly suspension on my internet DSL service and charged a cancellation fee for this suspension.
    Tracking # {edited for privacy}
    2/16/10 Verizon eCenter responded (Michael)  I am sorry for the inconvenience you have experienced. 
    Please contact our Consumer Sales and Solutions Center directly at 1-800-Verizon or (800) 837-4966 
    Monday through Friday between 8:00 AM to 6:00 PM Local Time. 
    2/16/10 Verizon eCenter (Sue)  responded : I am sorry for the inconvenience you have experienced. 
    I understand your frustration and concern regarding canceling your internet service in error. In order to provide you with the best customer service, please contact our Consumer DSL Sales and Solutions department directly at (800) 567-6789 and a representative will be happy to assist you.
    I stand on my decision of not pay for someone else mistakes.
    Your actions have damaged my integrity as a good costumer and citizenship.
    Without doubt after this problem get clearly resolved, you will lose this good costumer, get a negative feedback and I am planning to publish this letter at every web forum available.

  • How do I speak to a live person using the prepaid 888-294-6804 customer service line?

    I am trying to port an old number to Verizon and apparently need to speak with a representative directly to do so.  I have listened to every option (I mean . . . I think?  There are a lot of menus to go through over and over) and I only ever get sent to an automated response which then directs me back to a previous menu.  If I push "0" or "#", I get "Let's try that again" and it repeats the menu.  If I try it enough times, it says "We are sorry you are having trouble.  Thank you.  Goodbye" and disconnects. 
    The only workaround success I have had was using VW phone with a business account to get a rep and then get transferred over.  Except that I then got disconnected after being on hold for 10 minutes. 
    Am I missing something?

    Hey Pamela,
    Your right...it's not good when you can't get a live person on the phone without having to reach out to people blogging their frustrations over the same thing. Absolutely the WORST customer service auto attendant EVER! To hang up on a caller because they dialed zero is just inexcusable. It tells me Verizon Wireless could care less if I received help.
    Well thanks to Jeremy1129 I was able to finally reach a live person over the phone. And I'm sure those people hate their jobs because don't you think I expressed my complete dissatisfaction with trying to reach a live person over the phone.
    Verizon is just too **** big.

Maybe you are looking for

  • Address Book sync to iPod Touch problems

    First synch seemed ok but following synchs missing whole groups, new entries and changes, whether made on the pod or the Macbook. Set the itunes to overwrite on next synch, result; no addresses at all on the pod. iTunes is now not showing the list of

  • Rendering Canvas with Images - Display is flashing

    Hello everybody. I have created a Canvas within a Frame. This canvas contains many static pictures (.jpg and .png) and static texts. I also print out next to some of these images and static texts some values as strings using drawString. These values

  • Behavior in one layer automatically carries on to any layer

    I hate to be a pain, but I am really trying to learn a lot by following tutorials and this problem is reoccuring with every tut I try... I am following this tutorial: [L=http://www.entheosweb.com/Flash/preloader2.asp] I am stuck on this (have redone

  • Display more columns in list view?

    Is there any way to display more than the standard columns (filename, dates, size, &c.) in list view in the Finder?  If it's possible to search for other attributes (author, EXIF info, &c.) using the find function, why can't this information also be

  • Latest version of RDC

    Why is the latest version of RDC locking up my Mac?