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my nightmare with iphone 4s from verizon
- Thread starter duoduodz
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I counted in the waiting time when they transfered me from one to another. Yes your are right the time I speak with a human is about 1-2 hours. And during this period of time I do clearly told them I did everything. They just don't believe me and ask me to do something again.
Your time can't be that valuable if you're in this forum defending your unreasonable logic.
Just sayin'
Just sayin'
So essentially, your only real issue is you got stuck on hold for 8 hours because you tried to call Apple and Verizon on the biggest iPhone launch day ever?
Yeah... I really don't feel bad for you.
GO TO THE STORE
Got my new 64GB iphone 4s yesterday through online order of Verizon wireless. Nightmare began.
1. the phone can't be activated and used. completely no mobile signal.
2. contacted verizon and apple more than 10 times (more than 10 hours wasted), no apology, no explanation; no solution worked;
3. finally, connected with a senior advisor from apple after 30min waiting on the phone（name: Ronald Oliver). I asked him to wait for 10min because I am speaking with a verizon representative. He refused and asked me to call again. Why you can put your customer on hold for hours and hours, but can't hold for your customer for 10 min? There is no way to ask Jobs now whether he meant to waste his customer's time to save his own 'time'.
ok. Mr Oliver suggested me to replace the iphone 4s but I refused. I want to return and get full refund&some compensation for the hours and hours wasted during the process to realize that I have got a disordered phone. He refused again and asked me to contact Verizon where I bought the phone.
4. Funny things happened during my contacting verizon again. Return? "fine." Restocking fee? "ENN...We will charge for that. But probably we can refund that to you." Compensation for the time/energy wasted during the two days. "NONE!" I don't care about how much for the compensation, even 1$ is fine. But they choose to refuse, and suggest me to ask apple for that. The name of the senior supervisor from verizon is "Patrick", ID is"2412051". A really rude guy, who speaks so fast and want to hang up the phone as soon as he finished his long non-sense talk. Ok, I bought product from you, you didn't solve the problem promptly, which lead me to wasting hours and hours's time. I complained about that and requested for a apology since I didn't even get a apology during all that time. Seems it will take his life to say a 'sorry' to me.
compared to apple and verizon, I am really a small, negotiable customer. Even with this post, I can have nothing changed. My decision is to return the iphone 4s as soon as possible, discontinue Verizonwireless as soon as possible.
Finally, I hope to remind those who want to purchase iphone 4s: there is a possibility that you will have the same experience like me. Be prepared to waste your time. Or if you have any problem, return or exchange it directly, never waste your time with those 'customer service' guys over the phone.
Or, instead of you acting like a buffoon, you could have been patient and worked it out. They offered to replace it, you refused.
Not only that, but you complain about hold times, yet you tried to put an Apple rep on hold? You expect him to wait for ten minutes, which then makes anyone else behind you in line have to wait longer as well? Yeah, you have to wait on hold. But that's because you're waiting your turn to talk to one of the limited number of CS reps.
And finally, you could have gotten off your ass and gone to an Apple store or a Verizon store and had it fixed or replaced.
I had issues activating my 4S, and instead of throwing a tantrum because I couldn't get my way THAT VERY INSTANT, I walked into a Verizon store, explained my problem, and got it fixed. Not only that, but I talked to them and had a replacement ready, on the chance that my 4S's issue was unfixable.
That's what acting like an adult gets you. Acting like a bratty 13 year old gets you nothing.
Or, instead of you acting like a buffoon, you could have been patient and worked it out. They offered to replace it, you refused.
Not only that, but you complain about hold times, yet you tried to put an Apple rep on hold? You expect him to wait for ten minutes, which then makes anyone else behind you in line have to wait longer as well? Yeah, you have to wait on hold. But that's because you're waiting your turn to talk to one of the limited number of CS reps.
And finally, you could have gotten off your ass and gone to an Apple store or a Verizon store and had it fixed or replaced.
I had issues activating my 4S, and instead of throwing a tantrum because I couldn't get my way THAT VERY INSTANT, I walked into a Verizon store, explained my problem, and got it fixed. Not only that, but I talked to them and had a replacement ready, on the chance that my 4S's issue was unfixable.
That's what acting like an adult gets you. Acting like a bratty 13 year old gets you nothing.
YAY!!! Another sane individual!!!
This thread is pretty hilarious. I really can't believe someone would go through all this trouble (10 hrs of waiting and troubleshooting) to try to fix their phone when maybe 30 min trip to the store would've solved it. I really can't believe the OP on this story.
well, why don't you say verizon's nightmare with duoduodz. I am complaining about both apple and verizon, and 80% verizon, why you guys are supporting apple with no brain? Because apple is your god?
Anyway, someone from either apple or verizon finally solved the problem and the iphone now is working. Phone has no hardware problem itself. I know some of the apple fans will say 'apple has take some time to activate all the phones'. Why the customer service guys don't explain that to me? Why they finally said the phone is defective and ask me to replace. The fault is at their end for sure.
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the stupidest no brain apple fan human goes to...
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If they told me I have to spend 10 hours I will not do that obviously. No one told me that, and the problem seems to me is really easy.
My trip to nearest store is about 3 hours. All verizon stores near me closed in the weekend.
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I don't have a store nearby. That's the reason why i choose to call. If they told me I have to waste such a long time, definitely I won't do that.
duoduodz said:
so after the 1st or 2nd hour, you didnt think to take a trip to the vzw store? ive never heard of any phone carrier store to be closed all weekend. you got the phone yesterday mid/late day? no time to go to the store but be on hold for 10hrs? do you live in the boondocks?
I honestly can't help wondering how you behaved on the phone with them - I know you say you were polite, but my experience with Apple was totally different. While trying to solve my order cancellation kerfuffle, I spent literally five hours on the phone with various reps, and at one point, an Apple rep stayed on the line, silently, (with the att rep's knowledge), while I talked to att trying to solve it. I didn't ask - he just did it. He was incredibly nice. Also, after it was all over, an Apple manager or something (I'm honestly not sure what his title is) gave me his info, his personal extension, and told me to call him back so we could "sort out something to make this right for you". I hadn't even asked for any compensation. And I'm nobody special, I'm just Jill Schmoe from Cocomo.
The right attitude goes a LONG way.
The right attitude goes a LONG way.
I only have a verizon authorized store in my town. It is closed during weekend. The neareast apple store is 4 hours drive away. Don't help other people to make judgement on your own situation. thanks!
Lol bro you dont put a supervisor on hold what the hell are you thinking why did you engage in 2 calls at once anyway
While I honestly don't know what part of the boonies you are living in... Based on the following maps:
http://www.ifoapplestore.com/stores/store_map.html
http://maps.google.com/maps?q=%22Verizon+Wireless%22&hl=en&ll=41.640078,-97.69043&spn=25.659047,57.348633&sll=41.640078,-97.69043&sspn=25.659047,57.348633&vpsrc=6&t=m&hq=%22Verizon+Wireless%22&z=5
I can deduce that you must live in either, Wyoming, Montana, or one of the Dakotas as those seem to me to be the only places in the country where there isn't a Verizon store or an Apple store within 2 hours.
I'm also extremely amused by your sliding scale of time. First you say the closest apple store is nearly 3 hours away, and now you say it's more than 4.
Where's that hour going?
Regardless... Since clearly the issue could be resolved on the phone, that just leads me to believe you did not handle your calls well, which is reinforced by the fact that on what is probably the busiest day of the year for both Verizon and Apple, you are calling both at the same time, and then trying to put them on hold back and forth... REALLY?
You yourself said you only spent 2 hours on the phone (Still more than should have been needed.)
How many calls was that? I can't see this issue taking more than 2-4 calls.
Honestly, what I think happened, is you called in, and got put on hold for 45 minutes, and as soon as you got someone you started complaining about the terrible wait and how horrible it was and then immediately started asking for compensation. This caused an immediate "I don't care what you want anymore" response from the CS rep as I'm guessing you didn't even give him a chance to try and fix the issue. So he tried 1 or 2 quick things and then bounce you to another company.
Now, you being a giant flaming rage demon... were now absolutely infuriated. So then you call the other company, and get a rep who says "Hi, I'm Joe with Technical Support" as friendly as he can despite his horrible day of non stop calls dealing with arrogant whiny people just like you. Now Joe has no idea what your calling about, but quite probably could fix it if given the chance, but before he can even ask what you are calling about, I suspect your ripped into him two and talked about the horrible service you had received... FROM ANOTHER COMPANY (despite it being your own fault) And then talking about how horrible your day was and once again demanding compensation since now you've waited on hold for a whole 45 minutes twice.
Now Joe still needs to catch up on whats going on with your phone... he really doesn't care how long you waited on hold with another company, or how bad your day was, he's tech support, he wants to know about your phone. So he starts going through the standard troubleshooting steps, just as he was trained and has been doing all day, but of course this just causes you to hulk out, since while Joe doesn't know the answers to the questions he's asking, you've already told someone, at a different company or in a different department, so now you give Joe attitude for asking such stupid questions that were already asked, even though he's genuinely trying to help you, despite your horrible attitude.
Now after a long bout of crying and at least 3-4 more demands for compensation (and likely you asking to speak to a supervisor 1-2 times) Joe is finally starting to understand the issue, but then you are like... Hold on Joe, I've got the supervisor for the first company on the other line. Then you go talk to this supervisor, let's call him Bob. You start ripping in to Bob immediately and demanding compensation because both companies have just been HORRIBLE to you, but then explain that you are on the phone with Joe still so you want to put Bob on hold for like 10 minutes (which means probably 20-30 minutes).
Now Bob has been having a horrible day, because on his companies busiest day of the year, he's been talking non stop to whiny people just like you, as those are the only people who ever talk to supervisors. What's more, Bob is NOT a technical agent, he's a supervisor, so he's doing what he can to learn how to fix the issue you are reporting while he try's to do it. Bob has 10 people waiting in a phone queue to talk to him, and now you want to put him on hold. He tells you he can't hold...
So you quickly hop back over to your first call to let Joe know. Now Joe has been waiting on hold for about 15 minutes now (you do spend an awful long time to complain, it takes time to explain why you are entitled to compensation after all... you are special) He's fairly certain he knows what's wrong, but after all your complaining about how horrible Joe and his company are, and after waiting 15 minutes for you to come back, as soon as you say you have a person on the other line who can't wait, Joe is glad to see you go.
Joe after all has taken 30-40 calls already that day and his company has around 10,000 people on hold. Joe is glad to be done with an unnecessarily difficult caller. You reiterate how you are entitled to compensation 1 more time before dropping off the call, though at this point Joe isn't even listening.
Now you go back to Bob, and Bob does what a supervisor can do, he apologizes, and then explains that after reviewing your case, they have determined it's an issue with the other company and that they can't fix it. This of course spirals you into smoldering beast of hate, even though it's your fault that you just hung up on the guy that could have fixed your problem. You once again demand compensation not realizing that 2 minutes into the call Bob had already decided you weren't getting any because you were "One of Those Customers"... You know the exact same kind of customer that Bob has already talked to 20 times today, and by now, Bob has just had enough. You yell a bit and then hang up.
Now you call back the other company, and have to wait on hold another 45 minutes, and when you finally get ahold of someone, it's not Joe, it's Frank, and Frank has no clue what's going on so he needs to start from scratch... Well we know what happens next... You repeat the whole process over again.
When you call Customer Support/Tech Support... DON'T BE A DICK.
Be patient, and let them lead the call, let them tell you what they need.
It works better that way.
Awesome.
I bet he's one of those guys that wonders why he gets tickets from the cops all the time because he asks for a badge number, home address, and demands a reason as to why he was pulled over, and then goes on to tell the officer what a huge waste of time it was, THEN tells the officer that he's wrong....
In fact, I bet this is the same guy: http://youtu.be/o_JtFBnFS1Y
He sure posts a ton for only being on this site for a couple of weeks... I bet he got banned, then got himself a new ID.
Got my new 64GB iphone 4s yesterday through online order of Verizon wireless. Nightmare began.
1. the phone can't be activated and used. completely no mobile signal.
2. contacted verizon and apple more than 10 times (more than 10 hours wasted), no apology, no explanation; no solution worked;
3. finally, connected with a senior advisor from apple after 30min waiting on the phone（name: Ronald Oliver). I asked him to wait for 10min because I am speaking with a verizon representative. He refused and asked me to call again. Why you can put your customer on hold for hours and hours, but can't hold for your customer for 10 min? There is no way to ask Jobs now whether he meant to waste his customer's time to save his own 'time'.
ok. Mr Oliver suggested me to replace the iphone 4s but I refused. I want to return and get full refund&some compensation for the hours and hours wasted during the process to realize that I have got a disordered phone. He refused again and asked me to contact Verizon where I bought the phone.
4. Funny things happened during my contacting verizon again. Return? "fine." Restocking fee? "ENN...We will charge for that. But probably we can refund that to you." Compensation for the time/energy wasted during the two days. "NONE!" I don't care about how much for the compensation, even 1$ is fine. But they choose to refuse, and suggest me to ask apple for that. The name of the senior supervisor from verizon is "Patrick", ID is"2412051". A really rude guy, who speaks so fast and want to hang up the phone as soon as he finished his long non-sense talk. Ok, I bought product from you, you didn't solve the problem promptly, which lead me to wasting hours and hours's time. I complained about that and requested for a apology since I didn't even get a apology during all that time. Seems it will take his life to say a 'sorry' to me.
compared to apple and verizon, I am really a small, negotiable customer. Even with this post, I can have nothing changed. My decision is to return the iphone 4s as soon as possible, discontinue Verizonwireless as soon as possible.
Finally, I hope to remind those who want to purchase iphone 4s: there is a possibility that you will have the same experience like me. Be prepared to waste your time. Or if you have any problem, return or exchange it directly, never waste your time with those 'customer service' guys over the phone.
There are flaws with your story. First of all, I called VZW yesterday myself. It took 3 m 51 s to get a representative on the line. It took me less than a minute to have my phone fixed. I had no idea I had to have my old phone off when activating a new phone. I am a newish VZW customer (13 months). My activation said it was a success but I was unable to make or receive calls. Problem fixed and I was on my way.
It sounds like your issue was with VZW and not Apple and if you truly believe you know what you're talking about then you should know that if you buy a product from VZW you cannot get a refund from Apple. That would be an accounting nightmare if that were ever really possible. Apple made the product and sold it to VZW. You opted to go through VZW so your beef is with them, not Apple.
You want compensation for your time. Your time is subjective until proven otherwise and when proven there is still no reason VZW needs to credit you or write you a check. If they've delivered a phone to you that does not perform as it should they are required to replace it. They are not required to give you a full refund and let you out of your contract if they don't want to. VZW needs to right a wrong and however they choose to do it (refund or replacement) is probably well documented somewhere. Additionally, you're bitching about compensation for time wasted, 10 hours so you say; how much do you want? If this were on principal alone you should be able to accept an apology if given. Based on your postings here though I would venture to guess saying sorry would be easier if the guy (you) on the opposite end of the phone wasn't a raging lunatic. You would probably benefit from calming down a bit.
VZW is a big corporation who doesn't really care one way or the other, that is mostly factual. However, that does not mean you can **** all over people who work for the company. You want a phone that works, that is reasonable. You'd like an apology and I'd bet you already got one but it was likely hard to hear over your rage.
If you think any other cell provider will be better you're mistaken. What I like about VZW is many issues can be resolved online. I rarely have to interact with their people but one thing is nice that when I did call them at 2 pm Saturday I got someone in Utah and not someone named John saying he was in Utah but clearly sitting in the compound built by VZW in Pune.
Your experience would not sway me from buying a 4S if I had not already. Your account of the story would sway me from ever wanting to work in a call center dealing with unreasonable people.
lol, that video was quite amusing, and yes, I wouldn't be surprised if it was the same person
While I honestly don't know what part of the boonies you are living in... Based on the following maps:
http://www.ifoapplestore.com/stores/store_map.html
http://maps.google.com/maps?q=%22Verizon+Wireless%22&hl=en&ll=41.640078,-97.69043&spn=25.659047,57.348633&sll=41.640078,-97.69043&sspn=25.659047,57.348633&vpsrc=6&t=m&hq=%22Verizon+Wireless%22&z=5
I can deduce that you must live in either, Wyoming, Montana, or one of the Dakotas as those seem to me to be the only places in the country where there isn't a Verizon store or an Apple store within 2 hours.
I'm also extremely amused by your sliding scale of time. First you say the closest apple store is nearly 3 hours away, and now you say it's more than 4.
Where's that hour going?
Regardless... Since clearly the issue could be resolved on the phone, that just leads me to believe you did not handle your calls well, which is reinforced by the fact that on what is probably the busiest day of the year for both Verizon and Apple, you are calling both at the same time, and then trying to put them on hold back and forth... REALLY?
You yourself said you only spent 2 hours on the phone (Still more than should have been needed.)
How many calls was that? I can't see this issue taking more than 2-4 calls.
Honestly, what I think happened, is you called in, and got put on hold for 45 minutes, and as soon as you got someone you started complaining about the terrible wait and how horrible it was and then immediately started asking for compensation. This caused an immediate "I don't care what you want anymore" response from the CS rep as I'm guessing you didn't even give him a chance to try and fix the issue. So he tried 1 or 2 quick things and then bounce you to another company.
Now, you being a giant flaming rage demon... were now absolutely infuriated. So then you call the other company, and get a rep who says "Hi, I'm Joe with Technical Support" as friendly as he can despite his horrible day of non stop calls dealing with arrogant whiny people just like you. Now Joe has no idea what your calling about, but quite probably could fix it if given the chance, but before he can even ask what you are calling about, I suspect your ripped into him two and talked about the horrible service you had received... FROM ANOTHER COMPANY (despite it being your own fault) And then talking about how horrible your day was and once again demanding compensation since now you've waited on hold for a whole 45 minutes twice.
Now Joe still needs to catch up on whats going on with your phone... he really doesn't care how long you waited on hold with another company, or how bad your day was, he's tech support, he wants to know about your phone. So he starts going through the standard troubleshooting steps, just as he was trained and has been doing all day, but of course this just causes you to hulk out, since while Joe doesn't know the answers to the questions he's asking, you've already told someone, at a different company or in a different department, so now you give Joe attitude for asking such stupid questions that were already asked, even though he's genuinely trying to help you, despite your horrible attitude.
Now after a long bout of crying and at least 3-4 more demands for compensation (and likely you asking to speak to a supervisor 1-2 times) Joe is finally starting to understand the issue, but then you are like... Hold on Joe, I've got the supervisor for the first company on the other line. Then you go talk to this supervisor, let's call him Bob. You start ripping in to Bob immediately and demanding compensation because both companies have just been HORRIBLE to you, but then explain that you are on the phone with Joe still so you want to put Bob on hold for like 10 minutes (which means probably 20-30 minutes).
Now Bob has been having a horrible day, because on his companies busiest day of the year, he's been talking non stop to whiny people just like you, as those are the only people who ever talk to supervisors. What's more, Bob is NOT a technical agent, he's a supervisor, so he's doing what he can to learn how to fix the issue you are reporting while he try's to do it. Bob has 10 people waiting in a phone queue to talk to him, and now you want to put him on hold. He tells you he can't hold...
So you quickly hop back over to your first call to let Joe know. Now Joe has been waiting on hold for about 15 minutes now (you do spend an awful long time to complain, it takes time to explain why you are entitled to compensation after all... you are special) He's fairly certain he knows what's wrong, but after all your complaining about how horrible Joe and his company are, and after waiting 15 minutes for you to come back, as soon as you say you have a person on the other line who can't wait, Joe is glad to see you go.
Joe after all has taken 30-40 calls already that day and his company has around 10,000 people on hold. Joe is glad to be done with an unnecessarily difficult caller. You reiterate how you are entitled to compensation 1 more time before dropping off the call, though at this point Joe isn't even listening.
Now you go back to Bob, and Bob does what a supervisor can do, he apologizes, and then explains that after reviewing your case, they have determined it's an issue with the other company and that they can't fix it. This of course spirals you into smoldering beast of hate, even though it's your fault that you just hung up on the guy that could have fixed your problem. You once again demand compensation not realizing that 2 minutes into the call Bob had already decided you weren't getting any because you were "One of Those Customers"... You know the exact same kind of customer that Bob has already talked to 20 times today, and by now, Bob has just had enough. You yell a bit and then hang up.
Now you call back the other company, and have to wait on hold another 45 minutes, and when you finally get ahold of someone, it's not Joe, it's Frank, and Frank has no clue what's going on so he needs to start from scratch... Well we know what happens next... You repeat the whole process over again.
When you call Customer Support/Tech Support... DON'T BE A DICK.
Be patient, and let them lead the call, let them tell you what they need.
It works better that way.
i have to admit you are a genius.
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you are a ****ing genius too.
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pls, pls let thsi thread die.
I post it to a wrong place. Here is full of apple representatives.