Who do I complain to?

Here's the problem,
Recently I've had a problem with my iMac and needed repair. I called Apple support to get an appointment with the genius bar, they informed me that my 1-year warranty was already expired. I had bought the product on 08/04/2011 from Best Buy therefore to this date it has still yet to reach 1 year. However, Apple support was willing to cover the repair at no cost to myself. I appreciated this gesture although this is already what is expected considering I am within the 1-year warranty. I drove to an Apple Store in Brea, Ca. however they didn't have the parts ready, and said it'll take up to a week for the parts to come in. Since I need to use the computer on. A regular basis I couldn't leave it there waiting for the parts and then another week for the repair. So then I had to drive back home hauling the big machine back and wait for a phone call and haul it back when the parts finally came in.
I then inquired about purchasing Apple Care in case of any complications in the future over the phone. I must have called at least 4 or 5 times and been on hold cumulatively for hours. Which I was not too pleased about. I talked to admin Beth and Jose to get this fixed. They had requested I send in proof of date of purchase. I had sent them 3 different items to show my purchase date. One being an email directly from Best Buy forwarded straight to Apple, two from Best Buy's website, showing receipts on all three items. However this was still insufficient for the support group and continued to decline the sale of Apple Care.
Once my iMac finished being repaired, I drive over to pick it up. The repair was done successfully although I noticed the casing of the computer was damaged. It had a new "nick" on the bottom left of the frontal display. This was not present at the time of submission, hence no marking of the damage on the support case notes. I asked to speak with the manager to come to a solution and only assured me of a well working product that the "nick" won't cause any complications in the future. The "nick" was not repaired and she greeted me good night without a solution to repair the "nick".
I am upset about the hassle of all the above complications. It has not been easy and wasted a lot of time driving back and forth, only to come out with an aesthetically damaged iMac, wasted gas and time lost. The care for the product was not satisfactory. I have been a loyal Apple consumer for years. I've had my iPhone ever since the first release and continually upgraded to the new versions. I own a MacBook Air, Time Capsule, iMac, iPad, Apple Tv. Not including the rest of the families Apple products, spending thousands of dollars only to be hassled when it's the consumers time for loyalty from the company. I am extremely turned off by this experience and don't feel passionate about these Apple products any longer. My loyalty to this company was extremely high even fending off naysayers with spec facts and performance. To lose a consumers like myself who has gotten my family into Apple, would be a detrimental lost. My family alone with aunts and uncles and their families own numerous MacBook Pro's/Air's, few iMacs, and over a dozen iPhones, all starting from me whom they trust. I would hate to say anything negative and only hoping to turn this negative experience into a positive one. Please repair the "nick" on the display as it bothers me and reminds me of this frustrating experience.
Thanks,
Ronald Rosales

Why not simply make an appointment at your local Apple Store, bring it in along with your sales receipt for proof of purchase date and that should be all you need. If you feel you need to speak to someone then call AppleCare and then request to speak to Customer Service which is different than AppleCare, they are more a customer advocate vs AppleCare which focuses on fixing technical problems. If you happen to be in the USA you can read Customer Service at 800-762-2775

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Re: Who can I complain to about a new order being ...

Ordered on 5/05/2015, online, via a Quidco referral. £160 cashback, £50 SB voucher promised.
Delivery of equipment date missed.
Phoned BT, told "order being processed, don't worry"
Original connection date? 15/05/2015
Requested to keep the existing landline number. Told this was okay, would be switched 24 hours after BB activation.
16/05/2015 - no connection. no hub. Called BT, still no equipment. There was a problem, because fibre was already active, with previous account holder.
15/05/2015 connection date changed to a new date of 26/05/2015.
Had to do a completely new order over the phone. New problems now because NOT ONLINE ORDER want us to pay more.....
We received the "delivery" we were waiting home for - a box that was designed to fit through the letterbox....landed on the doormat. No need to wait home....
Existing BB connection cut off on 26/05/2015
Broadband was supposed to be reconnected on 27/05/15.
An engineer called on his mobile to gain access. We had not been told one was attending/required. We were not at home either.
The job was eventually rebooked for 1/06/15. The engineer arrived at 8.25am, was there for 5 minutes, left for about 25 minutes (cup of tea i dare say) and then returned, and everything was working. Well, everything but the TV.
The same issues as the OP, paid 1 years line rental up front, via a credit card, paid £36.95 connection and delivery for the fibre/hub. No payments were taken, fortunately. TV package was ordered at the same time too. Its 04/06 now, still no TV.
Still waiting 9 days after original BB install date, no TV equipment. (It's supposed to be here tomorrow, the 5th June, fingers crossed) 1 month after order (not bad by others stories, but still 3 weeks later than original date.)
There have been additional issues. Lengthy phone calls as the order is now "a telephone order", not an "online order" - so we are troubled about losing the £160 Quidco cashback.....and the £50 SB voucher. We have been assured by two people on the phone that we will receive these amounts.....but we have also been lied to as many times too.
Received email detailing "Activation fee Infinity 1 option 1 £30, Activation fee infity 1 £30, total to pay £60
Phoned BT, told this was an error they said they would remove it from the bill
Received a bill today, DOUBLE activation charge for same product STILL ON THE BILL.
Wanted to pay 12 MONTHS line rental up front, TOLD BT REPEATEDLY. But you won't sort it out for us.
Why should I pay the first months line rental and then another 12 months up front when you get around to sorting it out, effectively tying myself into a 13 month contract? I may want to leave, after all, everything goes up in price when the 12 months discounts end......
Renumbering? 3 or 4 phone calls to BT. Still not done. 30 second phone call today says it will be done "tomorrow, but after midnight" Thats the days AFTER tomorrow then?
The whole process has been nothing but stress. It took over half an hour on the phone just two days ago, to sort out the mess with the missing TV package.
Ordered the TV package online as part of the "QUIDCO" deal. No activation fee mentioned. Order confirmation received - no activation for TV package mentioned.
Latest call to sort TV package, tells me £35.00 activation fee. The guy had no idea what we had already "ordered" - it looks as though you don't actually keep records of what people order at all??
Original TV package confirmed as "BT Sport Albertz" package. He apparently after working at BT for 20 years, had never heard of this TV package. He denied its existence. Its on my email.
I only wanted the Netflix (£6.99, two screens) and no additional TV channels. Online, the activation is currently showing £19.00 I cannot remember seeing one, and it hasn't been mentioned. Who knows if it wasn't on special offer the day I ordered? Your offers change constantly. He says he has to put £35, but ask for it to be changed to £19 because it was originally online order. We have not received confirmation of these prices yet.
So to summarise. Pathetic customer service. Failed communication. Lies. Lack of decent record keeping. Pricing changing. Overcharging.
£30 too much STILL on first bill.
£35 instead of £19 for activation of TV, not yet received or confirmed.
Lost discount because you REFUSED TO SORT OUT LINE RENTAL SAVER. (£33.98 loss)
If I pay this now, on month 2, I am forced into 13 month contract with yourselves resulting in further losses due to increased costs)
Potential loss of a)£160 Quidco referall due to fractured ordering. b)Sainsbury Voucher of £50 because offer has changed since original order date.
Amount of stress - £ priceless.
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What do we do? Because I am sick to death of trying to communicate with people in India. They're lovely, but they really don't understand me when I'm rabbitting down the phone 100 miles per hour because I'm wound up at having to explain the same thing over and over. Why can't we just email you? Or is this a job for the Ombudsman. This is really poor service.

the ombudsman does not deal with individual complains although they would take a note of your pronlem
only people that can help here are the forum mods who are BT employees they will post a contact us link
After completing the email NOT PM then you join a queue of other customers waiting for mod help. The mods will get back to you in 3/5 working days either by phone or email
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Keeping my old number/ WHO CAN I COMPLAIN TO?

I am a long term & loyal BT customer--21 years at one address in one part of Harrow Middx & recently moved to another part of Harrow.
It took ages to get a line`sorted and as we were decorating the new house, we took a new line, new infinity so we can get sky installed when we move and were told by the engineer that taking old number to new house will only require informing operator on 150.
When we were ready to move and requested new number, we were again told YES it can be done BUT we had to close and cancel the previous account, free up the number AND then request it and it will be done. This then took a week.
Now we are being told that it cant be BECAUSE each is in a DIFFERENT EXCHANGE--KENTON or PINNER.
We have been told by engineers that it is possible'as all they do is swich the call to the new number, but operators, based in INDIA tell us that the exchanges don't link to each other.
Does anyone have any ideas of how we can move forward??
Can anyone suggest where I can complain??
the 150 operator say manager is busy--will call you tomorrow--The manager did call & say exactly the same--but the note on their record will show we have been told it is possible & we were encouaged to cancel previous number to release it for use at new house.
Thank you in advance for any help

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 cannot deal with service issues that way.
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, when its your turn in the queue.
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.

Who can I complain to about a new order being canc...

Please can someone help me before I go totally insane!! On 14th March I placed an order online with BT for Phone & Broadband with free BT Sport and paying the line rental in advance with it due to go live on 30th March.
Transfer date came and went with no sign of any transfer being carried out - details online said they were working on the problem. Several days later had a message to say that they needed to talk to me with regard to my order, then received an email saying that BT were sorry I had cancelled by order!! Long and short of it after days of talking to people in India trying to sort out my order and being told lie after lie (such as they couldn't transfer phone line from Sky without me getting a cease date from Sky) I was told everything was in hand and someone from Openreach would ring me on Monday 13th April to comfirm they had sorted out the problem (basically unplugging a my line from one socket and plugging it into another). On the Monday I received a garbled message from someone in India saying that they needed to talk to me about my order and would ring again Wednesday. On the Wednesday morning I got another garbled message saying that as they had tried repeatedly to speak to me on the phone and hadn't been able to they had now cancelled my order!!! i then phoned and was told my order had got stuck in the system and they needed me to place my order again and this would sort everything out.
I then find out that the money I paid when I placed my order for my line rental saver in advance plus Hub/Dongle etc had been refunded as I had cancelled my order. No I didn't you did!! I still want my line rental saver, Hub etc, etc.
I did this but since then I have been getting threatening emails requesting I send back my Hub and Dongle as I had cancelled my order - no I need it, and I didn't cancel my order you did!!! Then today I got a final bill (as I was leaving) for £172.29 which was for line rental saver (£169.90) from 30th March and BT Sport (£25.81) 14 March - 10 May (money due to be taken out of my account on or before 25th April). How can I be charged for a service that I haven't even been connected to!
Surely they can see what is happening on the account see that there was a problem there end and that I didn't want my account cancelled etc - after all the notes that the call centre people in India supposedly made on my account!!!
I tried to speak to BT this evening but after 25 minutes of listening to stupid music I gave up. My phone line and broadband are supposed to transfer over to BT on 29th April but I am not holding my breath on this!!
Please can someone help me with who is the best person to talk to before I go totally mad because if I have to talk to anyone else in India who uses the standard customer service script and tells me that they understand my frustration one more time I will definitely go insane!!!!
Thanks in advance
Liz
Solved!
Go to Solution.

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 cannot deal with service issues that way.
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, when its your turn in the queue.
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.

Re: Keeping my old number/ WHO CAN I COMPLAIN TO?

Dear Sir
Please accept this as a formal letter of complaint.
I joined BT 6 to 8 weeks ago, and since then I have been trying my best to get my Virgin Number ported from Virgin Media to BT. I have been in contact with BT on numerous occasions, being passed from pillar to post. At the beginning I was told that BT can’t request the number form Virgin, as the number was still active. I was told to cancel the number with Virgin, and once the line is disconnected by Virgin Media (VM), I should contact BT, who will then contact Virgin Media, and have the number ported over. I therefore, in good faith gave VM my 30 day notice, and then last week contacted BT (VOL012-********) and I was told that the port will take place this Monday gone. As this did not happen I contacted BT again (VOL012-********) and spoke to Krishna who informs me that the number port can’t happen as the number is not with-in BT range (whatever that means). He apologised but I wanted to speak to a Manager. I was told that I will get a call back with-in 4 hours, but no call received.
Having spoken to OFCOM I am told that the porting should happen, and I have been asked to refer you to OFCOM’s General Condition 18. – Number Portability.
Please note that I have had this number for 25 years, and I really want to keep this number – *********. Please therefore take urgent steps for this number to be ported from VM to BT. VM have told me that BT have made no request for the number to be ported. Is that true? I am also curious that during one phone call with BT I was told that as the number originally is a BT number, the number will automatically come back to BT, once VM disconnect my phone line. Your comments on this would be very much appreciated.
Yours sincerely
Jagjit Bhatia

Laidlaw wrote:
I have similar problem but have kept my number but BT have got wrong phone number on my account. When I speak to call centre in India they say I can't have it changed because it's allocated already. I keep telling them of course it is because I have got it. They say they will ring me on a certain day but never do. Then send me a text on my mobile to say sorry we missed you we will ring two days time. I think they are ringing the number on my account instead of my actual original number.
try live chat
live chat
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Who can I complain to at Apple about their carrier AT&T?

I'm having trouble with data coverage in the United States thru AT&T with my iPhone. The iPhone itself is working perfectly. The applications are awesome. But it's not worth anything if AT&T does not have data coverage. True, they can't be everywhere, but I'm find it alarming how many holes there are in the coverage of the United States and how large these hole are.

Apple has chosen to use AT&T as there sole carrier. If they would just open it up then there would be a chance for me to switch carriers. On the other hand, I still can believe that AT&T is doing the best that it can at this time. But opening up the competition might help.
Why would I complain to Motorola, etc?

Who do I complain to regarding an Apple iPhone upgrade that has taken my my full screen contact picture and turned it into a tiny circle that is hard to see at a glance!!!

I'm trying to find an outlet for the frustration I feel regarding the "upgrade" that replaced my full screen picture for my contact numbers to a tiny, little dot in the right hand corner. Are they going to give us an option to go back or did someone just need to justify their job by making changes??

Apple.com/feedback

Some one has accessed my icloud account and deleted my contacts, now i am getting an email of them from me!! asking for my new password. who can i complain to and get this sorted

Some one is trying to change my password. Last week i had my icloud accessed and my contacts were deleted. And now i have had an email apparently from myself asking for my apple id password because i change the password when my contacts were wiped. i had my last phone stolen i reported it and blocked the phone if they have managed to access it then how are they getting my details. i am not very happy with this as the icloud didn't back up my photos last time there are pics and videos on that phone of my child. if i cloud did back them up they why haven't they appeared on i cloud. My new phone has also backed up to photo stream and they aren't showing up on icloud either. I am not happy with the security of your system if it is this easy for some one to access all my details on a stolen phone!!!!

You need a new Apple ID to create a new iCloud. After you create an Apple ID, go to System Preferences > iCloud and set up iCloud with it

Where is my refund, who do i complain to???????

I am owed a refund from final bill, every time i use live chat or phone up i get told different dates that it will be in bank, bt are so fast taking the money, but when it comes to returning it they do not like it, i want my money putting in my bank today as a direct transfere, i dont want no rubbish telling me we carnt do it like that, because i know you can, there is bigger companys than bt and they have no problem putting refunds in bank accounts the same day as a direct payment with in 3 hours.

Hi petersmith0151
Any credit from your final bill can be sent out as a cheque or refunded directly to your bank account depending whether or not the direct debit is still set up. This should happen with 3-5 working days of the final bill being issued.
I'll be happy to have a look over your account if you have been waiting longer. Could you drop me in an email please with your BT account and telephone number along with a link back to this thread.
Just send using the contact us form in my profile and mark FAO Craig please.
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 :-)”
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Terrible Customer Service - who can I complain to?

I had a letter through the door stating I could now receive BT Infinity. The next day I ordered BT Infinity, and my activation date was 2nd June. 2nd June came, and I was told there was no capacity at the cabinet. WHY did you only tell me this on the day of activation? Obviously my old provider cut me off on that day so I was left with nothing
I have been left with no internet access since 2nd June (it's the 10th today). I rang up and was PROMISED that because of the problems I could have normal speed broadband access for free while the capacity issue was resolved. This was supposed to be activated on 9th June (fast tracked for the inconvenience)
10th of June - still no broadband, I ring up and am told that I must wait until Friday for an update but it would not be resolved this week!
I was promised normal broadband as a temporary measure until Infinity could be resolved. You told me I could have a product, TOOK MY MONEY, then told me I couldn't have it - and have done NOTHING to help me out in the meantime. I'm going to BBC Watchdog, trading standards and the newspapers if this isn't resolved quickly.

Hi Simon83,
Welcome to the community forum and thanks for your post!
Sorry that your BT Infinity service couldn't be installed due to a capacity issue in the cabinet and that you only found out on the day of activation.
You can get in touch with us and we'll check what's causing the hold up getting ADSL enabled on your line as a temporary measure until the capacity issue is sorted out. Click on my username and under the "about me" section of my profile you'll see the link to get in touch with us.
Cheers,
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’.

Who holds Verizon employees and management accountable and where can I file a complaint.

I feel that writing this letter is a waste of time, but I feel the way customer service reps (not all) as well as their managers (again not all) need to held accountable for lies and disrespectful business practices they place on loyal customers. This is a long and confusing issue, but in as short as possible, I have been a loyal Verizon Wireless customer for several years. This past September 2014, I along with about 200 other loyal customers waited for several hours in anticipation of the IPhone 6 being released outside of a big box Verizon Store located at 7790 Montgomery Rd, Cincinnati, OH 45236, phone number (513) 984-9939. Because of my early arrival, I was number two in line and number two to enter the store once opened. At approximately 7:30 a.m., Verizon Store employees and an unknown woman claiming to be a manager came from the store with flyers in hand and explained the purchase process. She advised customers were able to buy a maximum of three phones, but could only buy one phone at retail price without contract. I informed the manager that I was not eligible for an upgrade at the time, as my wife and I still had about a year of service left on my current contract. At that time I was told “too bad, there are a lot of customers here for the same thing, and if you want the iPhones you will have to add two lines of service.” I had about $2000.00 in my hand willing to pay full price for phones and have them swapped out for my current devices and was told “too bad.” Well after waiting in line for the amount of time I had, I pretty much had no other choice, entered the store, and paid for two new lines of service in order to get two IPhone 6 plus devices with 128 gb of storage.
Immediate upon returning home, I contacted Verizon customer service (phone call one 9/19/14) and requested to terminate both lines, and move the IPhone 6 plus phones to my original lines. Upon explaining the situation to the customer service rep, he was confused as to why I was told I had to open two new lines, but complied. Later in the night, I had realized service was still not activated on the lines after switching the IPhone 6 plus to my original numbers and call customer service again (call two 9/19/14). After explaining the whole situation over again, I was again informed that the store was wrong and should not have made me add two new lines. This customer service rep informed me of the cancellation fees ($350.00 per line x 2), which I told her I was aware, and had planned to pay $950.00 per phone originally so had no problem paying the termination fee. The customer service rep again told me that all had been completed and the lines would be turned off.
On Saturday September 20, 2014, I signed on to my Verizon wireless.com account and saw that I still had two lines (previously told were shut off) still active on my account, with no phones associated with the numbers. Again, upon contacting customer service (call 3 9/20/2014) I had to explain the entire situation all over. At that time I was advised by the customer service rep, that because I was not returning the phones and just wished to pay the termination fees, that I would need to wait until after 14 days of service to call in and cancel the lines, and also have to request a refund on the activation fees (should be waived if canceled within 72 hours of activation) and any service charges associated with having two lines with no physical phones actually being attached to them. At this point I thanked the customer service rep and was informed that all notations to the account were visible in the account to anyone I spoke with.
Friday October 3, 2014, I again contacted Verizon customer service (call 4 10/3/2014) to cancel these lines. Upon explaining the situation again to the customer service rep, I was informed the store I got the phones from (A VERIZON WIRELESS OWNED STORE) had lied to me in that I needed to add lines. At this point, the female representative informed me the activation fees would be waived, along with any other fees, and the lines were cancelled.
Saturday October 4, 2014 I again logged onto my Verizon Wireless.com account and saw that the lines I was told had twice been removed, were still active and alive with no physical devices actually being associated with the lines of service. AGAIN, calling customer service (call 5 10/4/2014) I spoke with a gentleman and expressed my frustrations as to being misinformed several times thus far. At this point, the customer service rep, after keeping me on hold for about 45 minutes, returned to the phone and advised my that the lines were set for cancelation, but not until my next billing cycle, and that I would need to call in again once all service, activation, and whatever else charges were put on my account to have them removed. During the conversation, (without me asking for a single thing at any point during the conversation except just to have the lines turned off and refund the fees) The customer service rep informed me that he was sorry and his manager was sorry for inconvenience that VERIZON had caused me, as a small toke of VERIZON’s appreciation, VERIZON would waive any and all fees associated with the two lines I was forced to add, to include any and all early termination fees. Again, I never once asked for anything, but was offered by VERIZON employees and a VERIZON manager. I was also informed that when I did call back in, the next customer service rep would see all of these offers in my account notations and would comply.
Tuesday October 7, 2014, I was able to view my bill and had observed the added charges associated with account activation, and lines of service. At that point I again called Verizon customer service (Call 6, 10/7/2014) to have these charges removed. Upon calling and AGAIN explaining the two weeks of hell VERIZON had caused me, I was again apologized to, and informed that the last customer service rep had notated everything as I had explained and was informed and exactly quoted by the representative from VERIZON “We are nothing without our integrity at VERIZON, and VERIZON told you we would waive all of these fees (as notated in my account) VERIZON will stand by our word.” At that point, I was told I would need to be placed on hold as the charges and fees were large (about $263.00 in service fees and $700.00 in early termination fees) it would take a while for the customer service rep to work with his manager to have these charges removed (and in the case of the ETFs, not post to the account at my next billing cycle). After one hour of sitting on hold, I was again in contact with the customer service rep and told, he and his manager had put in for every single refund and credit, the VERIZON MANAGER had approved all, but one final approval was needed which may take a day or two. AGAIN all of this is notated in the account as to offers and promises made by VERIZON wireless employees and managers, and again I had NEVER asked for a single penny refunded, but was offered. I AGAIN was completely willing to pay for the phones and the ETFs without problem, but was again and again offered such refunds and credits by VERIZON employees.
Wednesday October 9, 2014, because of the continual misinformation I have been given by VERIZON employees, I contacted VERIZON customer service again (call 7, 10/9/2014) to check on the status of the credits and refunds. At that time, I was informed, that many of the credits had been approved, but both ETF fees were denied and would only be refunded if I returned the devices. As frustrated and confused as I was, I calmly explained every single thing that was offered to me again by VERIZON and was confused as to why a MANAGER for VERIZON would offer such things and then they would be denied. The female customer service rep informed me that she was unfamiliar with the situation, would message the male customer service rep and or manager I spoke with on October 7, 2014 and have them reach out to me to explain. I was also told I would hear from them within a “few hours.” This call was placed at about 9:00 a.m., and by 6:00 p.m. I had still not heard anything back from VERIZON. At that time I again called VERIZON customer service (call 8, 10/9/2014) and spoke with another customer service rep. Again for the 8th time explained the entire VERIZON lying situation, and was told that he (VERIZON representative) saw was I had been offered several times (refunds and credits) in the account notations and “too bad, VERIZON does not offer refunds or waivers of ETFs.” At this point in the conversation, without completely cursing out the representative, I asked to speak with his supervisor and was turned over to another supervisor to speak with. Upon speaking with the supervisor, I was informed (for the first time) that although VERIZON WIRELESS employees / MANAGERs had offered me refunds of ETFs, WHICH WAS DOCUMENTED NUMEROUS TIMES BY VERIZON in my account details, VERIZON simply could not waive these fees. I again informed the manager that I didn’t care about the fees and was willing to pay, but I was tired of being LIED TO. At that point in the conversation, I was again apologized to over and over again and as a token of apology from VERIZON, he a VERIZON MANAGER offered me a $70.00 bill credit in order to help with the ETFs. Again, I never once asked for anything, but was offered time and time again from VERIZON EMPLOYEES and MANAGERS. I thanked him for his offer and the call ended.
October 10, 2014 (AGAIN after repeatedly being lied to contacted VERIZON customer service to check on the status of my credits (call 9, 10/10/2014). At that time, I spoke with a female representative and again explained the entire dilemma caused by VERIZON. Again, I was apologized to countless times and was informed that a bill credit for $70.00 was pending as I was informed on the previous night by a VERIZON WIRELESS MANAGER, but she did not have access to see any further details. After again apologizing countless times, the customer service representative seemed to be frustrated that I had been treated so negatively and informed me she was going to address this with her manager. Upon her return to the line, and again without ever asking for one single thing, the VERIZON representative with her VERIZON MANAGER offered to meet “half way” with regards to the lowest ETF fees associated with my accounts and provide a $235.00 bill credit to help me and as a token of “sorry for VERIZON’s screw up and constant lies.” I was also told I would be contacted by her manager within four hours at approximately or before 2:00 p.m. 5:00 p.m. on that same date, after not hearing anything back I again called VERIZON customer service (call 10, 10/10/2014) spoke with another customer service rep and told her the entire story over again. I told the rep I wanted to speak with a manager right at that moment and was placed on the phone with a woman named Linda I believe. Linda informed me that the credit I was previously told I would be given earlier on that date was rejected and I would not be given it. Again without completely going nuts, I calmly explained my complete disgust with VERIZON and the constant lies I was being told. Again after countless apologies from another VERIZON MANAGER, she politely explained to me again the whole VERIZON cannot offer such refunds or credits associated with ETFs and was appalled that anyone in VERIZON would offer such things knowing they could not be given. While working with her, she informed me the best solution to saving money was to cancel my original phone accounts and keep the two new lines that were pending deactivation, which would result in a $250.00 reduced ETF as opposed to a $700.00. I agreed based on her advice without argument and was informed it may take a few hours for the new numbers to be placed back on the IPhones. Two hours later, my phones still not turned on, I contacted VERIZON again. I had also noted that every single bill credit previously applied to my account was back on the account. At this point being as furious as I was, I again called VERIZON WIRELESS (call 11, 10/10/2014) demanded to speak with a MANAGER and was placed on hold. After waiting for an hour on hold (no exaggeration) the customer service representative returned, apologized for everything including the wait time, and placed a male MANAGER on the phone. After explaining the entire three plus week VERIZON lying dilemma, which he was able to see in the account notes where every VERIZON employees acknowledged the misinformation of the previous employee I had spoke with, he again apologized and explained that I did not lose the bill credits, but because two lines had been canceled, the credits were instead applied to my unbilled ETFs, and they would appear on my next bill. He also informed the SIM cards in my devices would still require more time to activate and that they should be turned on by 7:00 a.m. the next day.
While doing research on the SIM issue, I found that VERIZON policy was immediate and SIMs would not require rebooting time to come out of I believe it is called “AG” or “aging” status. Again contacting VERIZON customer service (call 12, 10/10/2014) spoke with a female customer service agent, who actually looking back was the only one not to represent falsehoods or lies, informed me that because the SIM cards were previously associated with cancelled lines, I would need to go to a VERIZON wireless store and get two new SIM cards. At this point in the day it was about 10:00 p.m. and all VERIZON stores were closed for the day. With no choice in the matter, I agreed, and asked just out of curiosity, on the status of the$70.00 bill credit, I was promised on October 9, 2014. At that point the rep informed me that she was able to see that the VERIZON MANAGER had notated and put a credit request in while I was speaking with him, but then immediately cancelled his own request and closed the situation immediately following the completion of our call. I believe at this point in the entire situation I was so fed up this did not surprise me whatsoever so who could I complain to. The very nice customer service representative again apologized for the continued lies I was told and offered me (not a bill credit), but a data GB credit for 12 months (again without me asking for anything). In her own words “I do not want to promise you the world and then lie to you and get your hopes up thinking it will happen as has happened to you numerous times.”    I truly appreciated her honesty and her acknowledgement of the complete disgusting actions by previous VERIZON employees and MANAGERS.
The next day October 11, 2014 I drove with both IPhones to the Verizon big box store, explained the entire story to the employee, was apologized to for a 20 minutes, the manager came out and apologized as well, GREAT CUSTOMER SERVICE! The store is located at 2028 Florence Mall Rd, Space 1139, Florence, KY, (859) 746-3790 (Manager was great so was employee). Never once offered me anything to make up for mistakes VERIZON had made in the past, which I really didn’t care because I never asked nor expected anything, but were truly grateful for my service (I am military and a Federal Law Enforcement Officer) and truly apologized for the actions of the Verizon Sore in Cincinnati Ohio (Again the manager stated the manager at the Cincinnati store lied), and especially apologized for all the lies and mis-information given to me over a three plus week time period.
            Finally, October 15, 2014, I log in to my Verizon wireless account to view my features and reactivate VERIZON’s high definition calling features and see that since September 19, 2014 (original date I purchased the IPhones) I have been charged for Verizon Cloud storage. I HAVE NEVER AGREED TO THESE SERVICES, NEVER REQUESTED THESE SERVICES, NEVER EVEN NEW THEY WERE THERE!!!! Again had to call VERIZON for the fraud and lies they are perpetrating on a daily basis, COMPLAIN to another customer service rep (call 13 10/15/2014) in order to get the fraudulent charges removed from my bill.
Conclusion
            Here I sit writing this long complaint that no one in VERIZON will ever be held accountable for, no one will answer for the lies, mis-information, and disrespect employees and VERIZON MANAGERS perpetrate even though each lie was documented by VERIZON in account notations, and no one will be accountable for the lies the retail stores tell in order to increase their QUOTA to activate a certain amount of new lines per month. I am utterly disgusted with the treatment I have received, will be requesting these notations (if they have not been deleted from my account), have documented each conversation, and recorded many of the conversations, with an end result of pretty much nothing. VERIZON does not care about their customers and could probably care less about my terrible experience. While there are several other cellular options available, they are all crooks and liars just as the perfect documented examples of VERIZON employees and management lying in this case.
Christopher

    Giogetz,
Thank you for taking the time to share your experience. I am shocked by the many representatives that you had to speak to regarding your first request. This situation should have never gotten to be complicated and resulting in multiple calls from you. I apologize on behalf of those representatives for dropping the ball. I do agree that the representatives do need to be held accountable and I would like to submit feedback for those that you worked with. I have sent you a direct message. Please reply to the direct message so I can begin submitting feedback.
AndreaS_VZW
Follow us on Twitter @VZWSupport

Lock button irreparable, £200 replacement(!), options to complain?

My iPhone was purchased from Vodafone and is out of warranty. The lock button is completely broken through wear-and-tear (I am using the Accessibility workaround). I was told by an Apple Genius that it cannot be repaired, and all they could offer was a £200 refurb phone.
That's ridiculous! If you are going to build a phone which can't be repaired, then should you can also be flexible on replacements.
Who can I complain to? - I don't see a complaints department listed.
I've spent a small fortune on Apple products in the last 20 years, but my brand loyalty is not absolute!

Apple provides a 1 year warranty on all new devices sold. They also offer the purchase of a separate Apple Care (or Apple Care+ depending upon your country) which will add a second year of coverage to your device. If you purchased the extended warranty feature, then your phone would be covered for a second year.
This seems like they are very flexible in that they allow you to chose if you want to have the extended coverage for a second year or not. Your choice to not purchase it was just that, your choice. Your phone not having warranty coverage now, is just a side effect of that choice you made.

Who do I complain to?

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