Why doesn't customer service call back with answers?

I called to inquire about changing my plan. i decided to simply keep the plan I had, but customer service had already taken me off my current plan. I didn't know this. They put me back on the plan but unknown to me without the 5 friends and family. This was in March. In April, of course I was going over my 700 min. I called and was put on a tempory plan to cover the overages but was told all would be back in May. Well I still did not have my 5 friends and family!
So as of May 9th I have spoken to 10 people, including 2 managers, an Associate director and a resolution specialist, all were going to do all they could. It seemed the plan I had was a promotion, 5 friends and family with 700 min., and no longer available. A form was sent to the off line"people". This was not my doing. I did not request to be taken off my plan. I spoke to an associate director who scheduled a call back with me and gave me a number to call her back. No call and the number had nothing to do with Verizon. Today I spoke to a Resolution Specialist, "A man of his word." he said. He explained that my original plan was given to my by the loyalty "people" and there shouldn't be a problem getting back on it. I will call you back before the end of the day. The man of his word hasn't called back. Have been a Verizon customer for at least 40 years! What is wrong with Verizon? I was angry before but now I am very, very angry.
Anyone know where to go from here?

Having your promotion removed is very upsetting crowhollow. I'm sorry you are still dealing with this issue and I would like to find out the status so we can get this resolved and you can continue enjoying your service with us. Please send us a private message with your name and phone number. I look forward to hearing from you soon.
KinquanaH_VZW
Follow us on Twitter @vzwsupport

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Customer Service called me at 5am!!!

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Hi getyourmammogram,
I apologize for any frustration with getting a higher bill after getting your plan adjusted. Did you plan adjustment take effect on the start of your current bill cycle? Or was your plan adjusted during your last bill cycle? If you had the plan changed during your last bill cycle, there would be prorated charges moving from one plan to another. To confirm this and view your billing details, login to My VZW http://bit.ly/xB4iTc.
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Hi ,
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Calling back with empty distribution points list

Hello
We are running sccm 2012 R2 cu0 and encounter a strange behavior regarding users not able to use the software catalog.
Some background :
We setup primary site and 3 DPs while running sccm 2012 sp1, then upgrade ro R2, then cu0
then we setup 10 DPs and start deploying clients.
All Clients looks well configured using the "Configuration Manager". All packages are replicated onto those DPs (except ms updates so far)
Clients that are assigned to boundaries linked to the 3 DP made while running sccm 2012 sp1 are running smoothly. They can use the apllication catalog
The one that are assigned to site where dp have been build with R2 cu0 can't use catalog.
They all got this message in the :
LocationService.log on the clients
Calling back with empty distribution points list LocationServices 11/12/2013 12:27:05 78432 (0x13260)
Current AD site of machine is NO LocationServices 11/12/2013 12:27:06 78432 (0x13260)
ContentTransfertManager.log
CCTMJob::UpdateLocations - Received empty location update for CTM Job {25A6CF0B-19F6-4B2F-A639-5F6F225D47E6} ContentTransferManager 11/12/2013 13:27:14 81400 (0x13DF8)
CTM job {25A6CF0B-19F6-4B2F-A639-5F6F225D47E6} suspended ContentTransferManager 11/12/2013 13:27:14 81400 (0x13DF8)
Ad schema is ok, boundaries and boundary groups also.
I compare new DP vs "old" ones and there is no difference in the configuration.
I looked at some logs but didn't found any relevant information.
I also read all similar post but none looks "similar" to our configuration
If someone can "guide" me to troubleshoot this, it will be appreciate.
Feel free to ask for any information
Thanks

Hi,
Could you please use IP ranges instead of your boundary to test whether
the clients could get DPs?
If this could work, there should be a problem with the boundary of AD sites.
Best Regards,
Joyce Li
We
are trying to better understand customer views on social support experience, so your participation in this
interview project would be greatly appreciated if you have time.
Thanks for helping make community forums a great place.

Calling back with empty distribution points list : Local DP vs Remote DP

Hi all,
I am an issue getting remote offices to pull packages (A task sequence) from their onsite DP. They keep pulling from the main DP in the datacenter.
How do I ensure the mainDP is not considured 'LOCAL' but it is 'REMOTE' and the local office DP is 'LOCAL'?
Here is my setup:
SCCM 2012 with DP / MP set in Datacenter: mainDP
3 Offices up the country with local DP Server: OfficeDP1 / OfficeDP2 / OfficeDP3 (green under monitoring and my packages show as verified content)
SCCM Boundaries set via "AD Site". This matches our AD Structure. In AD Sites and Services, each site has a unique IPv4 addressing (AD Address Prefix: Office1 - 192.168.100.0/25 & Office 2 - 192.168.101.0/25 etc)
Each SCCM Boundary has a boundary group that reflects the local office
The locationservices file on an office PC has:
Current AD Site of machine is Office1
Calling back with the following distribution points
Distribution Point='http://mainDP/SMS_DP_SMSPKG$/PR10005D', Locality='LOCAL', DPType='SERVER', Version='7804', Capabilities='<Capabilities SchemaVersion="1.0"><Property Name="SSLState" Value="0"/></Capabilities>',
Signature='http://mainDP/SMS_DP_SMSSIG$/PR10005D', ForestTrust='TRUE',
I would expect it to say http://Office1DP/SMS_DP_SMSPKG$/PR10005D
This is how I configured my separate packages / programs:
Package A and Package B:
Data Source Tab: disabled Binary diff replication
Data Access Tab: nothing ticked
Distribution Settings: ticked - distribute the content for this package to pref dist points
Program 1 and 2 respective config:
Advanced tab: ticked - Allow this program to be installed...deployed
This is settings when the TS deployed agaisnt Device Collection
Distribution Points Tab: Nothing ticked (no fallback configured nor use remote distribution point)
Deployment options dropdown: Download all content locally before starting task sequence
This is the CAS.log file
Location update from CTM for content PR10005D.4 and request {6637EBA8-A69C-4C96-940B-255EF1A45B3F}
ContentAccess 16/12/2013 19:04:15
4704 (0x1260)
Download request only, ignoring location update
ContentAccess 16/12/2013 19:04:15
4704 (0x1260)
Location update from CTM for content PR100063.4 and request {6637EBA8-A69C-4C96-940B-255EF1A45B3F}
ContentAccess 17/12/2013 07:45:34
3832 (0x0EF8)
Download location found 0 - http://mainDP/SMS_DP_SMSPKG$/PR10005D
ContentAccess 17/12/2013 07:45:34
3832 (0x0EF8)
Download requestonly, ignoring location update
ContentAccess
17/12/2013 07:45:34
3832 (0x0EF8)
and then the CTM log file:
Persisted locations for CTM job {028C06AE-9D79-481C-A26B-2FF98A1D916C}:
(LOCAL) http://mainDP/SMS_DP_SMSPKG$/PR10005D
ContentTransferManager 16/12/2013 17:42:15
2724 (0x0AA4)
Nothing points to the local officeDP which has the content successfully distributed and verified against it.
Help
Thanks

This may not be the answer you're looking for since you're doing boundaries differently.
This is how I have it setup and it works perfect.
1) Do ip ranges for all boundaries
2) Assign each boundary to a boundary group
3) Add the remote dp as the site server in the boundary group
4) Also make sure the main local dp also has a boundary group with all the ip ranges that don't have a remote dp.
I believe when you download something from software center, you can check the following log to see what download locations it finds.
C:\Windows\CCM\Logs\CAS.log

You cannot open window Service Call Form with your current license 8.8

Hi Expersts,
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Dear Mohamed,
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This issue is planned to be fix in a Patch of 8.8.
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Customer service calling other numbers

If i'm late for more than a day on my bill, customer service calls and texts my other lines but does not call or text my primary number. How can I get them to stop bothering the add'l lines and only contact me?

KinhavoK wrote:
If i'm late for more than a day on my bill, customer service calls and texts my other lines but does not call or text my primary number. How can I get them to stop bothering the add'l lines and only contact me?
It seems that the most obvious answer is to pay the bill on time.

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I would like to speak with apple customer service, they won't answer my call unless I pay 40 odd $ - not nice

I have a speck behind the screen - It is not a dead pixel, and its is no coffee spot - cause it would then be on the outer side - I went to the genius bar in NY and they agreed it was behind the screen. And nothing I would have been able to put it. The problem is they want $500 plus to fix it. Something I did not put there! the bigger problem is I am out of warranty - I got the 17' Mac Book Pro in Ny and a day later left the country and returned only last month, two years later. I noticed the speck only after 3months after my purchase. Its not big but its an eyesore. Especally when I work on Photographs and edit my films. I am not paying $40 just so customer service even agrees to talk to me. Sad but true

I got that part and yes it is totally my fault, I did show it to the apple rep. there, he had no idea what that speck/spot behind the screen was and how it got there, just like the rep. in NY at the genius bar, any way the rep. there wanted to take it in and open it up, and seriously speaking I was not confident in him, specially when he did not even know how or what it was. I had too much stuff already in there and I don't think they had that generation laptop there yet. Plus who wants his brand new machine opened/fixed that soon. Just in case I wanted to there would not be a resale value for that.
You would really have to look at it to wonder. Any way I serioulsy think its a good study matter. I did not even know that there were two films, or glasses on the screen - because it looks embeded. Until you see it you would not know but when you do it never goes. I am not a tech. but if I were I would definitely want to get to the bottom of it. Maybe I should just pay Apple to figure the issue, but am afraid that $40 plus would jsut go towards nothing as they would then tell me to pay the fixing charges and believe me its just a speck I wish I had never noticed other than the fact that I keep thinking I should move back to Sony. I mean I love ripping out my Macbook Pro at film meets. And I do need a faster machine soon.
Thanks for your response and stand for Apple, but I had reasons to act the way I did then, and I am simply going to bear the consequence - but this msg. will help me and future buyers to pay heed and act before expecting too much, There is no free lunch, then again I don't want to pay for lunch I already don't like or may not like.
Thanks again

Why is their customer service so poor?

On June 13th I went into a Verizon store in Chicago, one that I have been to many times. The wait is always tremendous but I try to let that go since it's a downtown, loop located Chicago store. I'm adding a line to my plan. The salesperson took it upon himself to choose the $90.00 a line plan no discussion of what my needs are nothing. This is something I cannot change now. He choose to add insurance on a device that they charged me a 1.00 for, never asked me. And the worst yet he sold me a tablet that I had no idea would come with a contract and monthly line fees. The tablets were on sale for $10.00 BUT I did not realize that I would be paying a monthly fee for it or that it would come with a contract. And while everyone is always so quick to point out "you didn't look at your contract..." No you're right I didn't because in this store it literally comes up on the pad where you swipe your credit card and is part of your receipt! Who stands there and goes through a contract in that setting? Better yet what company thinks so little of their customers and the contracts that they are signing to make the contract part of the receipt?!?!?!?!?
I called customer service today to ask that the tablet be removed. Yes I want the contract and activation fee to go away. NOPE. I can pay a $70.00 restocking fee to return it since I'm within the 14 day window of time from the date of the purchase and still pay the $10.00 a month for a device I've returned or I can pay $350.00 to get out of the "contract".
After adding two lines when I thought I was adding one, my new phone bill is $365.00. The customer service agent saw nothing wrong with this or anything wrong with charging my existing line a prorated amount for my existing line for the period of the 13th-20th (my billing cycle ends on the 20th) even though the bill for my existing line had already been paid (and early I might add) when I walked through the door.
I'm not sure when cell phone sales people became used car salesmen, but I think it sucks. Now I can pay a total of $1,050.00 to get out of the 3 contracts I now have.

You still have time to return the devices without the ETF, but the restocking fee is going to stick. As you mentioned, this is all spelled out in the contract, but I get that when you are in a busy store and just trying to complete a transaction people tend to hurry along and ignore the fine print because you will have time later to read it all. The restocking fee is still far less than the ETF, so that is the route I would go for return.
Proration has three components to it:
1. Credit for the month in advance service already paid ( so if you changed plan on the 15th and the bill cycle ends on the 20th, you will have a credit for the remaining six days of the old plan)
2. Charge for the new plan from the date of change to the end of the bill cycle, and
3. Month in advance charge for the new plan for the next bill cycle.
You aren't charged for both plans for these periods of time. I try to backdate whenever possible because not doing so makes the bill harder to understand.
In this case you have to choose the lesser of the evils for you, and for me that would be paying the restocking fee and returning the tablet (you will need to do this at the store you purchased it at), and keep your receipt for the return so that the record of you returning the device won't "disappear." Do not, under any circumstances, return it to anything but the original store. Even if you now feel you don't want to use that store anymore, you still have to return it there to avoid further issues.
The contract on the tablet line should have been disclosed, and if you were unsure of the circumstances for purchase you should have asked. If it seems too good to be true, it is. I have seen paper tablets cost more than $10, so that would have raised a red flag for me. I'm not sure why you put the word contract in quotes, because it isn't a figurative contract, it is a literal one.
Finally, the fact that insurance was put on a line without your authorization is wrong, and should be removed back to the date it was put on. However, the fact that you paid $1 for the phone in question is moot. That is a contract price. So if you break the phone tomorrow, you will not be able to go get another one for $1. You will either have to submit a claim for insurance, pay full price for a replacement (typically at least $500 for smartphones), add a new line to get the $1 price and a new contract, or purchase a used phone from someplace like eBay or Swappa.
Hope it all works out for you!

Appalling customer service. Problem with Infinity ...

Placed order for upgrade from Bt Broadband to Infinity 1 on Tuesday 19th March. Was given installation date of Tuesday 26th March (Today). All started well when engineer arrived at 9am. He had already done the necessarys in the cabinet up the road so fitted the new master socket and connected the new modem to my existing BT Home Hub 3 (installed last march and been working OK ever since). Well all the lights on the modem came on OK but the hub would not connect to the internet, the 'B' was orange. Nothing he did would make it work. He went away after 2 hours, most of wich he had been on the phone to BT trying to sort out the problem to no avail. He came back a little later and sid that he needed to reconnect my old copper connection as another department needed to come out to sort it out. The impression I got was that they would be back later today or maybe tomorrow. How wrong could I be. Despite my landline being registered as my preferred contact number I later received a text message saying BT had tried to call me to tell me that my new installation date is Thursday 11th April!!!!! That's over 2 weeks away. I was fuming at this delay and not even being consulted as to whether this was convenient.
I phoned the 'helpline' number (laughably misnamed) and after going through the usual Indian call centre finally got through to a guy in UK who said that he could offer me a better date of next Tuesday, 2/4/13. Obviously I was still unhappy with this offer since as far as I was concerned they hadn't finished what they started today so my existing installation was still outstanding. Wrong again - BT has closed todays installation (how can they do that when they haven't finish????) and I have to wait for the next available date for a NEW installation.
Well, after a prolonged discussion and much banging of head against a brick wall I had no option but to accept the next tuesday date.
Why should I have to wait another week? I would expect them to prioritise my installation and sort out the problem ASAP not just push me to the back of the queue. I feel that now they have my money they don't care that I don't have what I ordered when I expected it and what can I do - NOTHING.
My thoughts are that there could be a problem with the fibre socket on my hub but as the engineer doesn't supply the hubs he couldn't try another to eliminate this. If I have to wait a week only to get someone turn up with a new hub, try it and it works, I will be absolutely livid. That could/should be done NOW.

Well thought I'd give you an update on my Infinity installation.
Quinn engineer arrived this morning about 10:30.
He had no knowledge of the previous aborted attempt to install Infinity last Tuesday. I had to fill him in on the story and the problems as I understood them.
He disappeared off to the cabinet to reconnect the fibre.
He returned. Connected everything up. Home Hub still showing orange light.
Looks like the fibre socket on your Home Hub may be faulty he says. Goes out to van, comes back with new Home Hub. Connects it and hey presto all is working wonderfully.
He left less than 30 mins after he arrived.
Of course I am delighted to finally be connected to Infinity but I am outraged that it was so simple to put right. I even suggested to the original engineer last week that it could be the hub faulty but he didn't carry a spare one to test it. He was going to try to get a spare hub but was told by someone at BT not to as it was unlikely to be the problem.
So I have had to wait a week for someone to fit a new hub when it could have easily been done last week.
My questions are:
1 - Why don't your engineers carry a spare home hub?
2 - Why was the original installation appointment closed when the job was not completed?
3 - Why did I have to have a new appointment (originally 16 days after original date), effectively putting my unfinished installation to the back of the queue when a 30 min visit the same day or the following day would have sorted it out?
4 - Why was the first engineer not allowed to get a replacement hub to see if that would help?
5 - Why when today's engineer arrived did he have no prior knowledge of the 'problem'?
6 - Why is the online order checker not updated? It has shown my 'new' appointment as Thursday 11th April right up to today. Wrong information is worse that no information.
I'm sure you can understand that I am far from impressed with the utter shambles that BT has created over this installation and think, at the very least, they should consider refunding my installation charge as a gesture of goodwill.
As I feel at the moment I am very unlikely to recommend any of my friends and family to commit themselves to a contract with BT.

Why is VZW customer service so awful?

On 11/30 I ordered an iPhone 6 through the reseller at Costco because they had an $80 rebate for a qualified update. Although I didn't expect it soon, I checked on it at the store on 12/5, where they told me that it had been damaged in transit from VZW in Pennsylvania and delivery was refused by the reseller's warehouse, so it would probably be another 4-5 days. No big deal, but when I checked at the store today, there wasn't any more news. The order came from VZW and wasn't delivered to the reseller, so it's VZW's responsibility (it was likely broken by FedEx, but that's between VZW and FedEx.) The guy at the reseller's booth said I had to call VZW to cancel it. I called VZW in the store, but the guy on the phone couldn't tell me much of anything. The reseller offered to cancel (although I'd lose my rebate), so I asked them to check on it. When I got home, i saw the order on MyVerizon with the FedEx tracking number to the warehouse showing that it had been refused and a notation from FedEx to contact the shipper. Online chat said they couldn't do anything, and at that point I was ready for retention anyway. I was on the phone with "Adam" for an hour or more (I hung up once and he called back), during which time he said the reseller should have reordered (maybe, but they refused the damaged phone), said I should have bought it through them (the reseller's deal was better and I didn't have to wait an hour to talk to someone at their Costco booth), told me it wasn't VZW's fault (it's their phone until it hits the reseller, so yes, it is), kept saying it was a $750 phone and a claim had to be filed, and pretty much gave me service that was both rude and inept. However, he did offer to give me the same deal I'd get off the street if I cancelled the order and stayed with VZW and got a Droid Turbo - generous!
So, whatever dear VZW bots are trolling these comment threads - can you give me one reason why I should stay with you?

The phone was shipped by VZW and arrived damaged. If it had been damaged by the reseller after receipt, it would be their problem. However, it's between VZW and FedEx, and the FedEx tracking screen says "Damaged - delivery not completed" (which may mean it never left FedEx's facility near Seattle if they saw it was damaged). Regardless, FedEx is acting as VZW's agent. The reseller probably should have followed through to find out why a new phone wasn't sent, but VZW should have sent one as soon as it was clear that it didn't arrive - and if FedEx didn't return the iPhone's corpse to VZW after noting it was damaged, that's between VZW and FedEx.,
Regardless, the phone rep was bad. Really bad. Bad enough to alienate me when I don't have much of a network alternative at home apart from WI-Fi calling,

Why Is Verizon Customer Service So Bad?

Why does Verizon choose to have such bad customer service? Doesn't Verizon understand that if they had good customer service, they'd have a lot more customers? And if they had a lot more happy customers, they'd make a lot more money and even be able to lower their rates a little, which would get them even more customers and money.

I agree, I used to think Ntelos was bad till I got here. Try dialing *611 and finding a human to talk to after exhausting all the patronizing menus. Don't see any phone numbers for people on their website either, might be well hidden.
My wife finally called the local store and got thru to a person.
jh

Why doesn't customer service call back with answers?

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