Well and truly fed up with poor customer service a...

I have been logging several issues with bt support and had 4 engineer visits to sort out my broadband.
When we first moved in the broadband connection was good approx 4mb. This declined last year to under 1mb
The bt customer support line were useless on most occasions and did little to help and when they say they willl increase the ip profile they do not.
The engineers are generally very good.
The last time i reported the problem to the support people they sent an engineer that never showed up at our house but was at the exchange and then a very rude indian man phoned me to say there was nothing that could be done to improve our broadband... Final straw yes even better was we can have a £2 discount if we sign up for another year!!!
If my neighbour who uses another provider can get 12mbs broadband why cant i even get 2mb or 3 mb ?
-------------------- enough moaning now---------------------------------
Can anyone advise on a solution?
the socket is brand new asdl socket and is the main socket into the house. It has been tested and a speed of 5762 kb's was detected at the socket.
the phone line has been checked and this was ok.
I have replaced the only filter i use on the phone upstairs with a new one.
The home hub is the 2.0 variety.
Here are my router stats:
ADSL line status
Connection Information
Line state
Connected <script type="text/javascript">// function p_ajax_adsl_status() { ajax_download_start('adsl_status=1', p_ajax_adsl_status_cb); } function p_ajax_adsl_status_cb(xml) { if (document.getElementById('adsl_status').innerHTML != xml) { document.getElementById('adsl_status').innerHTML = xml; mimic_button('submit_button_ajax_refresh', 1); } else setTimeout('p_ajax_adsl_status()', 5000); } setTimeout('p_ajax_adsl_status()', 5000); // </script>
Connection time
0 days, 00:51:35
Downstream
3,360 Kbps
Upstream
448 Kbps
ADSL Settings
VPI/VCI
0/38
Type
PPPoA
Modulation
G.992.1 Annex A
Latency type
Interleaved
Noise margin (Down/Up)
16.6 dB / 22.0 dB
Line attenuation (Down/Up)
51.5 dB / 31.5 dB
Output power (Down/Up)
5.8 dBm / 1.6 dBm
Loss of Framing (Local/Remote)
0 / 0
Loss of Signal (Local/Remote)
0 / 0
Loss of Power (Local/Remote)
0 / 0
FEC Errors (Down/Up)
39 / 0
CRC Errors (Down/Up)
30 / 6
HEC Errors (Down/Up)
95 / 0
Error Seconds (Local/Remote)
25 / 2
Hide Details
The noise margin has increased a lot but the router registers the connection rate down at 5765 during the day and around 3000 in peak time. then it just drops down to 876 . if i reset the router it goes up.
I dread running the bt speed tester application as all it seems to trigger is a decrease in speed!
If anyone can help and solve this problem we would be very greatfull...

here is the speed test data :
FAQ
<script type="text/javascript">// paintProgressAndMessageOnBar(100,"The test has successfully completed"); // </script> Test1 comprises of Best Effort Test: -provides background information.
Download Speed
622 Kbps
0 Kbps
1000 Kbps
Max Achievable Speed
Download speedachieved during the test was - 622 Kbps
For your connection, the acceptable range of speeds is 200-1000 Kbps.
Additional Information:
Your DSL Connection Rate :3360 Kbps(DOWN-STREAM), 448 Kbps(UP-STREAM)
IP Profile for your line is - 750 Kbps
it just seems to get slower by the day

Similar Messages

Re: Thoroughly fed up with BT customer service.

I too am fed up with BT Customer Services - they seem only able to pursue their own script and simply do not listen to what the customer is saying. On numerous occasions they ask a question just seconds after they have received my aswer to that very question.
I have been experencing a particular broadband / exchange line problem for over three years, have kept a detailed log of my dealings with BT for over a year and it appears that there is no way of escalating the issue within BT. Follow 'contact us' and 'complaints' on teh website and see if you can get anywhere other than teh standard customer servoces number. Customer services say they are unable to escalate to a more senior person / department.
'Customer Services' - to me a rather hollow joke, especially as they are in effect a monopoly provider and being paid millions of pounds of taxpayers money to roll out Infinity.
I think the answer either lies with legal action but perhaps if enough of us rais ethe issue with our MP we might be able to more effectively influence what is going on.

I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are a UK based team of people, who take personal ownership of your problem.
Once you get a reply, make sure that you are logged into the forum, then click on their name, you will see a screen like this. Click on the link as shown below.
Please do not send them a personal message, as they may not be on duty for a long time, and your message will not be tracked properly.
For your own security, do not post any personal details, on this forum. That includes any tracking number you are give.
They will respond either by phone or e-mail within 5-6 working days.
Please use the tracked e-mail, to reply, not via the forum. Thanks
This is the form you should see when you click on the link. If you do not see this form, then you have selected the wrong link.
When you submit the form, you will receive an enquiry number, so please keep a note of it
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.

Very frustrated with poor customer service and lack of integrity

Earlier today my wife and I bought a TV from your Huntsville, AL store (removed per forum guidelines). We were looking at your 32" TVs and had several questions about them. After flagging down a sales associate, we questioned the pricing of several TVs. They were advertised under the display as one price, then where the inventory was at, were labeled a different price. The sales person confirmed that the smaller price was the correct price and the displays were incorrectly labeled. We proceeded to pick out a 32" Vizio E320I-B1/E3 TV that was labeled $219.99 where it was stocked (There were two rows of this TV all labeled $219.99) and the display was labeled $259.99. Again, I flagged down the sales associate (Taylor) on the floor and questioned the display pricing vs the shelf pricing. He AGAIN confirmed that the shelf pricing was the correct pricing and the display pricing was for a different model. We proceeded to check out, purchased a 2 year protection plan along with an HDMI cord and were on our way, new TV in tow. On the way home we reviewed the receipt and noticed we had been charged incorrectly for the TV. It rang up as 259.99 even though it was clearly labeled 219.99 and we had verified TWICE with an associate that 219.99 was the correct price. We went back to the store, thinking we would be refunded the difference. After spending over 30 minutes with customer service explaining what happened, customer service informed us that they could not refund the difference even after we showed them where the TVs were at and priced as 219.99 AND verified with the sales associate that he had confirmed that price with us TWICE. We then returned the TV for a full refund, to which my money is still tied up in the transaction until sometime next week (all for a TV that was FRAUDULENTLY sold to me!!). Not only was it mislabeled, but your sales associate told me TWO times that the labeling was correct. I am disappointed with the lack of customer service that we received. It is beyond frustrating to me that your company is unable to honor a $40 error in pricing that your very own sales associate confirmed. I believe that the store was 100% at fault for this situation and am more than displeased with the original situation and the events that followed. I consider it a disgusting lack of integrity to fraudulently sell a customer an item and refuse to right the situation when able. There is no doubt in my mind that the store manager (Cedric) or division manager could have authorized the TV to be sold at the price listed (and confirmed by the sales associate twice!) but they simply chose not to. Prior to today I had a positive view of Best Buy and considered it my store of choice for many items. My wife even did seasonal work for this store several years prior. Unfortunately, I will no longer choose to give my money to a cooperation that does not value integrity, honesty, and accountability. I understand that you are a large corporation and my few purchases probably won't even put a dent in your profit margin, but I would just like to remind you that I represent your entire customer base. If this is the type of customer service that your company prides itself on, then I am sure this is only one of many incidents. I find that extremely unfortunate. I will now be purchasing the same TV from another company for $259.99 (where it was actually labeled correctly, and the sales associate is able to accurately confirm the pricing). My future business will not be with you after today.

Hello lauralou1105,
Purchasing a new TV should be fun, exciting, and straightforward, and not be complicated by unclear signage and conflicting information. I very much regret that this was your experience at the Huntsville store.
I completely understand your conclusion that -- after the attempts to verify pricing that you made -- you should have had no questions and no surprises about the cost of the TV after purchase. Did Cedric give you any explanation as to why the TV you bought rang up at a different price or for his not honoring the display pricing?
It is wholly disheartening to hear that this experience may influence how you shop in the future. It is my hope that you will one day give Best Buy another chance to win you over.
Please know that I'm grateful that you shared your experience with us.
Sincerely,
John|Social Media Specialist | Best Buy® Corporate
Private Message

A paying customer who's fed up with your 'customer service'

Let me see - I'm paying customer trying to renew a subscription that was a reduced rate (hence why I'm not doing it online) - and sometimes I actually want to speak to a human being for a sales transaction. I'm also a customer who's purchased your products repeatedly since the early 2000's if not earlier, and have been an enthusiastic supporter of your products.
That's going to stop now - if I can.
In brief, here's 2 data points that make me reconsider if I want to have anything to do with your company:
1.5 hours on hold in a queue AFTER I did the 'Adobe calls you back, estimated wait time of 4 mins'. This is a phone queue - most large companies and organizations have figured out how to make one of these work properly.
I call through to direct sales for Creative Suite and get the 'there is no phone support for this product - please go online, we will now disconnect this call'. You have a phone tree that doesn't allow you to return to the main menu OR speak to a sales rep - in 2014? Really? Is there not a way to cut costs and actually care about your customers? Is shoving all your interactions online the answer? Will your shareholders like the decreased sales that come as a direct result of losing customers due to shoddy customer service practices?
I'm a loyal paying customer, and will resubscribe because I need it for work, but honestly, I'm fed up. Not that I think anything will ever change here - we can complain in the forums, file complaints to the BBB (I know, silly me) and a sympathetic customer service rep will try and help us even though the issues are systemic and involve brand loyalty and reputation. Nothing will change, and I've essentially given up on your brand and products. There is nothing worse than a company who has betrayed its loyalest customers, but in the end, it's your fault for not understanding the basics of customer service. It's ironic that you're in the creativity business. Creativity is about innovating, improving and designing solutions, and creating positive emotion. I feel sorry for a company that cares so little for its customers and is so out of touch with what matters in business, that you've lost the creative spark that caused me to love your brand in the first place. I hope you enjoy your arrogance. We'll continue to use your products, but every time I launch one of them, I'll curse you and hope you fail.

Hi SadGamerGeek,
Welcome to the community and thanks for posting!
Sorry for the problems you're having with your broadband speed and for the time it's taking to sort out. I can help you from here. Click on my username and under the section "about me" you'll see the link to "contact the mods".
Whenever we've received your details we'll take it from there.
Thanks a million,
Robbie
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry that we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Thoroughly fed up with BT customer service.

Just thought I would share this with other forum users.
The level of customer care is shocking and beyond believe they have no idea what they are doing.
Weve been a customer of BT for a number of years and up until recently had not experienced any problems with them.
We decided to purchase infinity in August 2012 but as we were moving to a new home we wanted to ensure that we could still receive the service in our new home.
So before we went a head with the order we advised BT of the move and gave them all the relevant details postcode etc and ask them to check to see if was available in the new house.
They advised us it was so we went a head with the order in our old address giving them more than 28 notice of the move to the new home and to carry the service over to the new address as there was outstanding bill from the previous package we asked the advisor if they wanted us to settle this bill but were advised not to worry as they would transfer the bill over to the new account.
The advisor advised us to ring the day before we were moving out to have the old number turned off and the new number reconnected on our moving date 8 September 2012 installation was arranged and carried out no problems.
7th September 2012 we ring BT to have the line disconnected and to arrange connection .
This is when all the problems start.
We are then informed that we haven't given them 28 notices and we would have to wait until 5th October and that BT infirnty was not available we felt that we had been misold a service by BT no point ordering the service if it wasnt available to start with hence why we checked before placing the order.
So we argue the case with adviser about the delay in installation and the misold package but basically told there was nothing they can do about it.
They admitted it was thier fault at offered free installation and 2 months free line rental and they would only charge the broadband at the infinity price which we accepted they told us that everything would be up and running ( phone,broadband and vision) on the 5th October t so we thought great only 4 weeks it won't be long.
5th October abortion of installation
1st engineer turns up marches into house with dirty oily boots leaving oily footprints all over the beige living room carpet.
no attempt to remove his boots or even bout coveralls over his boots what so ever.
He is shown where the line has to go but says he can't put there it has to go where he says we argue the point saying the tv point is the opposite end off the room and the line needs to go next to tv point in order for the vision box to work.
He doesnt listen and carrys on istalling the line the opposite end of the room whitch is 33ft long.
He then sets up the modem and in his infinite wisdoms thinks its good idea to install in on top and hot end of my snake vivarium bearing in mind it reaches temperatures in the upper regions of 30.
On moving the stack of snake vivariums to plug in the various plugs for the BT components by banking them into the vivarium sockets to which he alters the timings on the light settings and also the heat settings on vivariums resulting in nearly cooking one of my snakes but actually cooking a young bearded dragon due to damage to the stat.
He then checks the line only to find a fault with it but hasn't brought the key for exchange box in the village.
So call goes out contacts his office and then sits in van for about 30 mins then he comes back and tells us a second engineer will be out shortly to sort the fault on the line.
2nd engineers turns up takes one look and is appalled at the installation by the 1st engineer but there inotch thing he can do as he is only there to sort the line fault out but he makes a complaint to the office about the 1st engineer.
He sorts the line out and and advises us broadband will be up and running within a few hours If not ring the help line and they can chase it for you.
4 days later still no Internet so we ring BT only to be informed that the order for the broadband had been canceafter but not by us ? Wtf ?
It then transpires that there is an outstanding bill which we had previously tried to pay after countless calls to the billing team we settled the outstanding balance but still had to wait a further 2 days for in to be connected.
So we hook up the BT vision and yes you guessed no BT vision so another few hours on hold only to be fobbed off with excuses we finally get told that its been switched on after someone in the sales team had not placed the order to start with
Still no BT vision so we contact them again and they diagnose the fault as the plugin controllers so they say they are send 2 new replacements.
They advise us that the replacements would be with us on the Monday 22 October and these would have to be signed for they advise delivery before 1800hrs.
No replacements arrive so we contact them again to find out where they are as we had not recieved them when they track they order they say they have been delivered we ask them to check turns out they are 30miles up the road in another town wtf ?
They then advise us it's going take a further 48 hrs to investigate and then they will contact us advising us when we will be getting them.
The long anod short of it a total balls up from the start they have damaged my home, left it at risk to fire and robbing us blind.
Its also cost me £80 to have the carpet professionally cleaned and a further £50 to replace the damaged stat on one of the vivariums I have also lost one of the baby bearded dragons that I bred due to the stat sticking on and basically cooking the poor little mite.
For this service they want to charge me for privilege of it I complete and utter joke BT
Serously considering legal action against them now and for the record I have made BBC Watchdog aware of the useless aftercare.
Ive spoken to over 30 different advisors and every advisor gives conflicting advice and I've spent well over 10hrs waiting or on hold.
simply not got enough
Ive posted links to show how BT left our property
This shows where the engineer decided to locate the modem
http://img.photobucket.com/albums/v296/GSDARRI/2a4747f98b561a68c54ebd4fcb10ad0c.jpg
This shows the mess of wires left by the engineer
http://img.photobucket.com/albums/v296/GSDARRI/14ac73b79d5e0f69d859654502f63c04.jpg
This shows the temp inside the viv
http://img.photobucket.com/albums/v296/GSDARRI/ab3feb7431e820bdc33531742c8f1c55.jpg

Hi Snakey1970,
I am really sorry that you have had so many problems with us. If you like I'll have a look over your account and get back in touch with you to try and get everything sorted out and discuss what happened. I'd be happy to help.
Could you drop me in an email please? Use the 'contact us' form in my forum profile under the 'about me' section. You can find it by clicking on my username.
Thx
Craig
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)”
td-p/30">Ratings star on the left-hand side of the post.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

I am having an issue and need to speak with a customer service rep.

I resently bought a Sony TV, it came with the TV the remote and batteries, a reference guide witch nothing was packaged, I also recieved the stand but no screws or hardware. I spoke with a rep ( Fermin) who gave me wrong info and sent me 1 screw, I then called back and spoke with another rep ( Eco) who was helpful in finding the parts and hardware that I needed, but what I recieved was the screws but no brackets ( witch ia called the neck). I called again and spoke with James who transfered my to Mel who told me she ordered the brackets for me and said it is to be expodited for a 2 day shipping, witch should have gotten here yesterday ( 8/6/15), but no shipment. I then called again today and spoke with Stewart who was able to tell me that the part was not in stock and I would have to wait another 7 to 10 business days. This is not fear for a customer to go though this on a TV that was manufactured in April 2015, I need to speak with someone on this issue being it is still not resolved, I also need some kind of compensation on this matter being I cannot return this TV given the time I have spent with Sony. I have a reference # E61563317 to back up all of my claims. I wish to be contacted on this matter or I will go public cause I am very upset at this.

Hi Josh,
Yes. This issue was resolved.
Thanks,
Colleen
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Going back to Comcast--Verizon poor customer service

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

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

Cracked TV, a UPS claim, and an unusable protection plan--and poor customer service

Best Buy has some serious issues with customer service. I recently tried to exchange/return/fix a 46-inch smart TV my father purchased from BestBuy.com. It came damaged. Immediately upon walking in and asking to exchange our damaged TV, the three customer service team members took the television from us and whisked it off behind the scenes. They did not tell us what they were doing, nor did they tell us they had called in a supervisor. The supervisor (at least I presume she was the supervisor because she did not introduce herself or state why she was there) came over and said “So what’s your “story” behind the damage to the TV?” I stared blankly at her because it felt like she was accusing me of something, and she repeated, “Tell me what happened when you opened it?” I explained that because the TV arrived four days early, we didn’t have a place for it right away and we put it in an office where it would be safe. We opened it a few days later. Yes, we had assembled it, because we opened the TV with the screen away from us and assembled the base from behind. It was only when we turned the TV around that we saw the cracked screen and the shards of plastic on the floor. Then we dissembled it and put everything back in the box to take to Best Buy. Yes, we noticed some damage to the box, but it looked minor. The supervisor told me that it looked like the TV was damaged when it was installed. I told her we did not drop, kick, or otherwise damage the television. We were incredibly careful, because it was a gift and very expensive. She said the damage must have been done in transit then. Best Buy was not responsible. All they could do was put in a claim for UPS. I asked about the Geek Squad protection purchased with the TV and was told that only counted for software. I pointed out that Best Buy’s website clearly states that the stores accept returns from BestBuy.com and that Best Buy also accepts damaged returns. She didn’t reply to that, just said she was sorry and left. I work in customer service. I know people can be dishonest and are always trying to get as much as the can for very little. I also know that regardless whether the customer is right or wrong, he/she should always be treated respectfully. I do not feel I was treated with respect. I felt like a criminal from the moment the team took my TV from me. The supervisor practically accused me of lying and did not seem to listen to my explanation. She did not even stay to see the transaction through, but left (the store was fairly empty at this time) and I had to wait, twiddling my thumbs, while two other customer service members took another fifteen minutes to set up my claim with UPS. Neither one spoke or looked at me during this process. Now, I have a $500 television set with a large crack in the screen, a claim with UPS that may take weeks to resolve, a 5-year $100 protection plan on a TV I won’t ever be able to use, and a lingering bad taste about Best Buy. I have never walked out of a store feeling as small as this experience made me feel. The sad thing is that I had planned on purchasing more items from Best Buy over the next couple of months. Rest assured, they will be purchased elsewhere. The only person who smiled or wished me a good day upon exit was the guard at the door. I will not be returning to this or any Best Buy store.

Hello eab64 –
It is regrettable that you had such a poor experience when you brought your father’s TV into our store, and for that I am truly sorry. The way the customer service associates and supervisor treated you was unacceptable. We in no way want you to feel like a criminal, or feel like you’re being accused of wrong doing when all you’re trying to do is get your product fixed. It is also clear many of the actions taken in the store may not have been clearly communicated to you.
It is standard procedure for damaged or defective TV’s brought in store to be taken in back where they can be setup and our customer service associates can perform an assessment. This should have been clearly communicated to you. Once any damage or defect was assessed, ideally the supervisor should have approached you with a solution, and not accusations.
The store did offer you the correct solution in the end, regrettably this too sounds like it was not communicated as well as it should have been. Our Return and Exchange Promise does not allow the return of damaged products, and the Geek Squad Protection (GSP) plan for televisions does not cover damage to the panel beyond burnt our pixels and image burn in. Because this damage occurred during shipping, a claim with UPS is the correct course of action. UPS claims can usually take up to 8 business days, and I am sorry we are unable to offer you a more immediate solution.
Please feel free to reach out to me if you have any additional questions or concerns.
Sincerely,

Complaint - Poor Customer Service in Store and Inconsistent Communication

I am writing on this discussion board in hopes that my complaint will be reviewed and communicated to those in a position to make a change so that other Verizon customers will not have to experience what I did yesterday. On June 24, 2013, I had an exceptionally bad experience with Verizon. My iPhone 4S completely shut itself off while I was reading an email on my way into work. It had a full charge and I wasn't doing anything differently with it, simply scrolling through emails before it shut down. When I got into work, I attempted to connect it to my charger to see if it would recognize it, which it did not.
On my lunch break, I went to the closest Verizon store to my office, located at 209 S LaSalle St., Chicago, IL 60604 (312.658.3900) to speak with them about my options. They looked at the device and informed me that thye couldn't read anything from it. They also noted that there was no water damage and the device was intact - no cracks or anything of that nature. Knowing that my upgrade date was a mere 22 days away, I asked if there was any way they could please bump it up so that I could upgrade to the iPhone 5 and have a working phone. John-Paul, the individual who I spoke with, informed me that I could go to the Apple store and see if they could help revive the phone, and if not, I could call Customer Service (800.922.0204) and ask if they could bump up my upgrade date because, "Customer Service are the only ones who can do that."
In order to be proactive, and knowing that I might not have a working phone to call Customer Service with later last night, I went back to my office and called Customer Service to see what my options were. I spoke with an individual named Gabby at around 12:30 PM - 1 PM CT who was very helpful. She was baffled that the store hadn't helped me since there was a Corporate offer (Eligible Device Offer Upgrade) taking place throughout all of Verizon which offered customers the opportunity to upgrade for the discounted price of the phone, so long as they were upgrading from a 3G to 4G device, which I had been trying to do when I went in the store (since my phone is a 3G and the iPhone 5 is 4G by default). She asked for the store's contact information that I had just been in and put me on hold while she called them and told them that I was eligible for an upgrade and could receive the iPhone 5 at the upgrade price. She informed me that she had spoken to John and that he had located the promotion code, and suggested I go back to the store before he left for the day since he was the individual she had spoken with about my particular situation.
I immediately walked back to the store and found the John she spoke with << Full name removed >> and he was very helpful. I confirmed that I could upgrade to the iPhone 5 at the upgrade price, knowing there was an additional standard $30 upgrade fee, in addition to taxes and insurance. When he went to get me the phone, however, he informed me he had just sold the last black one of the GB size I needed. He informed me that another store in Chicago had 9 iPhone 5 devices in black in the GB size I was looking for.
I left work at 5:45 pm CT and walked to the Verizon store located at 36 S State St., Chicago, IL 60603(312.726-8277) to purchase my upgrade. However, upon entering the store, I was immediately told they couldn't promise me anything and that they might not be able to upgrade me for the price I was quoted, but instead, only shave off $50 from the phone. I asked to call and speak with a Customer Service rep while in the store since I had been told earlier in the day, by a Verizon Customer Service rep, that there was an Eligible Device Offer Upgrade promotion currently taking place that I could take advantage of that would allow me to purchase the iPhone 5 at the upgrade price. I was troubled to hear that the Customer Service rep on the phone was now telling me something differently - in fact, there was no promotion, and the only promotion I could take advantage of was the one in which $50 would be shaved off the phone's full price. I asked the individual who was assisting me at the store to call the LaSalle Street store to see if they still had the iPhone in the size I needed in white (at this point, I didn't care about the color, so long as I had a working phone) while I continued to speak with Customer Service. I was told by the CSR on the phone that it is each store's manager's individual choice to decide if they can override the upgrade date, which I told her I had been told the EXACT opposite in the LaSalle St. store earlier in the day by John-Paul. She explained that individuals in Customer Service have much more extensive training than those in the store, implying John-Paul might have misunderstood the policy. However, I asked her if they received such excellent training (and I would have to assume the same training), then why was I being told something completely different than what I had been told by a Customer Service Rep earlier in the day. I was obviously frustrated at this point as I'd been given the ring-around all day and still had no working phone, which again, was NOT my fault - the device simply died.
I hung up with Customer Service and was informed that the LaSalle St. store had now told the State St. store they didn't remember telling me they would be able to upgrade me at the promotional price, and had only said they would give me $50 off the phone. I was more than upset at this point as I had clarified three different times the total cost of the phone while I was at the LaSalle St. store earlier in the day, and they had confirmed it would be the promotional price. A manager at the State Street store informed me I had three choices: buy the iPhone 5 at the full price and they would only shave off $50; go to the Apple store and see if they could fix the phone; or buy the iPhone 5 with a music bundle. Know that the price of option one was out of the question, I asked how much my third option was, and after looking over my outfit, the handbag on my wrist, and the jewelry I was wearing, he asked me, "How much did you bring to spend?" I was appalled that he had the gall to even ask this and told him that I had brought in enough to cover the price of the phone at the promotional price that was quoted to me by a CSR, as well as an individual in the LaSalle St. store. He told me he couldn't help me and suggested I go to the Apple store to see what they could. When I brought to his attention that the phone had simply died and not due to anything I had done, and my upgrade date was only 22 days away, and the most recent CSR rep I had spoken to said that it was up to the individual manager's discretion to override the upgrade date, the manager tried to tell me the exception to that rule was the iPhone. I was utterly flabbergasted since every conversation I'd had was either in person (where an individual could see me with my current iPhone 4) or on the phone where I stressed I had the iPhone 4S and wanted to upgrade to the iPhone 5.
I left the store feeling frustrated and disrespected. At the end of the day, I had been strung along by Verizon, being told different things by different people, and quite frankly, was lied to and manipulated by their representatives. I would suggest that respect, communication and customer service be re-evaluated and stressed to those that work for Verizon, no matter the level.
Message was edited by: Verizon Moderator

Apple does not allow?? If you or I walked into an Apple Store and plunked down full price they will assist you to no end. I pay full price for my devices, however when I visit the Apple Store near me the purchase price is something like 16 GB for $199, 32 GB for $299 and 64 GB for $399. Strange since I don't purchase on contract and pay the $700 out right. Me thinks Verizon is trying to get my Unlimited Data and lock me into a contract. However that is not going to happen. So sorry Verizon I have been looking at T-Mobile as of late. Was thinking of putting my emergency phone on their network just to try it out.

Poor Customer Service and a Rude Associate

My wife's iPhone 5 recently stopped receiving cellular signal. We took it to the verizon store and they were unable to fix it. because it was less than a year old and broke due to no fault of our own the store said that they would send us a new iPhone 5. We gave them the address and associate, who was busy trying to sell us things for our broken phone, received our address. Today the phone arrived at the wrong address and was a an old flip phone. We called the verizon store and the woman on the other line told us she could not help us. She became very rude when we explained to her that we could not give her a reliable number to call because the phone did not receive calls. She told us that that was our problem and that she needed to assist customers. It saddens me that Verizon does not care about its current customers and has such poor customer service. I hope that someone will respond to this willing to help us resolve this problem. We have been verizon subscribers for more than eight years but are now considering other carriers.

Simple fix. First bring the iPhone to an Apple store they can warrantee it right there.
Secondly call 1-800-922-0204 and state the device sent to you was wrong, and went to a wrong address. Make sure you copy all paper work in case you have to take verizon to small claims court
If they tell you to send it back with their label get a copy of the label and insist the USPS scan the package when you send the clam shell device back.
Good Luck

Verizon FiOS Early Termination Fee and Very Poor Customer Service

I posted this as a reply to an earlier thread... but think it deserves a little more attention.... please read. Thank you.
Re: Verizon FiOS Early Termination Fee -- Salesman AND Manager lied
‎08-09-201402:03 PM
This is one organization that I will never do business with agan. You live and learn these days!! They are insisting on charging me the early termination fee of $110.00 even though Verizon DOES NOT offer service in the area I am moving to this August. My conversation with them today started like this:........ I asked if they had service at my new residential address. They indicating they did not and then I was immediately transferred to their "disconnect" department. In this "disconnect" department..... I was told I would have to pay that termination fee anyway regardless of the fact that Verizon does not offer service in that area. This was stated per someone named "Jay" representing Verizon.... This Jay would NOT even consider waiving the termination fee at all... so I asked to speak with his supervisor and got some complete jackass named Freddy who also tells me I must take the HD Set Top boxes to a "corporate" UPS location and that they will not waive my termination fee just because?? So I asked for his last name... which he did not give me... but did give what he said was his employee ID number. ( who really knows if that was a legitimate ID number anyway) So why is it that they would not be willing to waive the fee?? For me ...it is simple to explain..... Because I complained about it.... that is why!! Verizon is very wrong here and this "Freddy" character should be immediately fired. The company's customer service does need an immediate overhaul.... and this Freddy guy is playing with the good name of what once was a very reputable company. However... now.... because Verizon have no legimate process for immediate or quick complaint resolutions, they are quickly becoming a company that many people do not want to do business with anymore. I had a similar experience with Verizon Wireless as well; when I cancelled their service earlier this year..... It is not that the fee that bugs me so much.... even though it makes little sense......It is Verizon's lack of professional customer service and the questionable ethics of many of this company's representatives that has left such a distaste that I will never do business with them anymore. Just my 2 cents... for what it might be worth.

I have also had horrible service with Verizon customer service and their ETF. I moved to a new area that Verizon fios does not cover. When I moved into the new house a few weeks ago, I attempted to cancel their service, but I was told I had to keep it until my phone number was ported to Charter. I called Verizon to cancel my internet/Fios TV only and they said it would be taken care of.
Charter sent a request to them on 11/24/14 to port my phone number and Verizon denied the request a week later. I initially thought it was Charter messing up the port but come to find out, it was Verizon. I called Verizon on 12/08/14 and I was told they denied the port due to an "outstanding" bill. Well that bill was for the month in advance, which doesn't make sense because I had already canceled the service. So they were charging me for the phone, internet, and TV at an empty house. Verizon made me pay the bill so I could get my phone number ported. I paid the fee and they said the the number was ready to be ported. On 12/10/14 I received a call from Charter saying Verizon denied the port AGAIN!!!. So I called Verizon and according to them, Charter never requested the number. That doesn't make sense because I’m sure Charter is doing everything they can because they aren't being paid until that number gets ported over.
I asked the Verizon agents to give me something in writing so I could put it back on Charter but they refused to do so. (Charter gave me written proof documenting Verizon denying the port, so I know Verizon was lying.) So after dealing with Verizon and their laziness I canceled my phone number, which will cause me a lot of heartache in the future. The agent then asked if I was canceling the FIOS TV and Internet. I told him it should have already been canceled, but it wasn't. So they said it will cancel today after they already took my money for the month.
I asked to speak to a supervisor and they agent said, "Why, she wont be able to do anything." I asked him again and he finally agreed to transfer me over. After a 10 minute wait a lady named Karyn I believe, answered the phone. I explained to her how my phone number was not being ported and she said "We don’t block a port, Charter must have messed it up.” I asked her for written documentation and she refused to provide me with anything. I explained to her the reason why I had to move into a new house, due to work and my safety and she said, “Well if your military I could help you but I’m sorry I cant.” She said the only way to get out of paying for the ETF, is if I was deployed over seas fighting a war. Then she said if someone were to die, she could waive the fee...thats ridiculous.
I asked her if I was going to have to pay for the past few weeks of my service, even though I tried to cancel it and they held up my order and she said, “Ill credit you $11.00.” Thats nothing when my bill is $150.00 a month. She did nothing to help even though Verizon dropped the ball on this. Over all I am very disgusted with the employees and supervision with Verizon and I will most likely never to business with them again, unless they admit their mistakes and make it right. I have given them thousands of dollars and hours of my time and this is how they repay you. Oh and by the way, they want me to drive down to the UPS store and return their boxes for them. So they can inconvenience me further.

Phone died when on with a Customer Service agent. Now both phones are dead...What do I do now? Trying to set up my iphone 4S and I have no phone to call them back.

Phone died when on with a Customer Service agent. Now both phones are dead...What do I do now? Trying to set up my iphone 4S and I have no phone to call them back.
I was told I can set up my phone service through iTunes, but I can't seem to figure out where to go at this point. Any help would be greatly appreciated!
Greg

what do you mean, it died? plug it into the power! :-)

Can not access a website but everyone else is doing well and the old computer with the same internet coming in on that side.

Can not access a website but everyone else is doing well and the old computer with the same internet coming in on that side. side is www.miun.se

You can remove all data stored in Firefox from a specific domain via "Forget About This Site" in the right-click context menu of an history entry ("History > Show All History" or "View > Sidebar > History") or via the about:permissions page.
Using "Forget About This Site" will remove all data stored in Firefox from that domain like bookmarks, cookies, passwords, cache, history, and exceptions, so be cautious and if you have a password or other data from that domain that you do not want to lose then make a note of those passwords and bookmarks.
You can't recover from this 'forget' unless you have a backup of the involved files.
It doesn't have any lasting effect, so if you revisit such a 'forgotten' website then data from that website will be saved once again.

Wifi not working again and poor customer service

VERIZON IS THE ABSOLUTE WORST!!There is no good way to put it.Their products seldom work and their customer service is by the worst for any company that I have ever dealt with.They have to be embarrassed with their customer service, but clearly they are not since nothing changes. My internet is out non-stop and every time that I call them it takes around 1 hour to get through. The last phone call that I made (last Monday June 22nd) took 1 hour and 15 minutes before I got through.That is a disgrace and a complete slap in the face to your customers.They never fix the issue. They just put a band aid on it.They said they would send me out a new router that would arrive on Wednesday June 24th. Here I am one week later and we still don’t have a router. I told my wife this would happen. Verizon is so incompetent that it’s easy to predict their next mishap.You would think they would offer to credit my account for the amount of days that I don’t have internet service but that would actually only happen with companies that care about their customers.I know I am just venting to no one, but I would rather vent her than call and sit on hold for an hour before speaking to someone to vent to.I am just counting down the days until my contract is up.I thought Comcast was bad, but they are superior to the garbage service and product that Verizon provide. Bob P.

For the wireless issue, I point to http://forums.verizon.com/t5/FiOS-Internet/Why-your-Wi-Fi-is-slow/td-p/534451 Note what is said there, also applies to why the wireless is not working - not just why if the wireless is up it is slow.

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

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

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

Well and truly fed up with poor customer service a...

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