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I know it's massively off-topic, but I really wanted to share my recent telephone experience with AT&T Wireless "customer service."
First, its important to note that I have two phones on my account: an iPhone 4 and the Samsung Galaxy SII. AT&T knows this and verified it on each one of my calls.
Having in mind that I wanted to harass them about Carrier IQ, I called to "demand" that AT&T stop spying on me. I explained that I work in the health care industry and that CIQ (carrier iq) transmitting that data was not only a violation of my privacy, but also likey a violation of federal HIPPA laws.
For each person I spoke with, I simply explained that I never agreed to share my personal information, and I'm not legally able to share my business information - regardless of AT&T's privacy policy - due to HIPPA laws. I would ask that the CIQ program be removed from my phones or disabled.
First person I spoke with (obviously outsourced call center) asked me to hold and hung up on me after 20 minutes of hold.
So, I called back again, and this person eventually said they'd have to escalate my concerns. She put me on hold for 30 minutes, came back to say she found a supervisor for me to talk to, and then she hung up on me as well.
I called back, this time very annoyed. I asked the person from the outsourced call center to either transfer me immediately to a supervisor, and if she wasn't able to do so without putting me on a hold of more than 1 minute, to transfer me to the department that handles contract cancellations. She put me on hold for 20 minutes and came back with a supervisor (supposedly... the "supervisor" was more clueless than the original rep.) (Note that the rep did EXACTLY what I asked her not to do: put me on hold again.)
Now, I'm going to point out again that I only have two phones: the iphone 4 and the SGS2. This was confirmed, even, by most of the people I talked to.
So, anyway, I asked that "supervisor" to transfer me to the department required to cancel my service. She did, and now I'm talking to a person named "Tim" (I also have his last name, but won't print it here) in their resolutions dept. Tim, and that was probably his real name, didn't sound like he worked for an outsourced call center.
I again asked to have the CIQ software removed or disabled from my device. He said he wasn't able to do that. However, he did inform me that AT&T has adopted a policy that they will NOT waive ETF's due to CIQ concerns.
I asked, then, if he'd waive the ETF based on section 1.2, item 5 of the wireless service agreement (....reasonable cause to believe that equipment is being used for an unlawful purpose.) He said he would not. When I asked if that was AT&T's policy (to knowingly allow a device to be used illegally), he said "I plead the 5th." (I'm not joking - he actually said that.)
That was about the extent of my call with AT&T.
So, what's the punch line?
At no point did any of the people I talked to do anything other than read prepared scripts or responses. It never even occured to any of them to mention that it's trivial for the user disable monitoring software on the iphone with a simple menu selection. No one even came up with the absolutely brilliant suggestion that the SGSII doesn't even have CIQ on it.
The cluelessness of their customer service people, the fact that no one seemed in any way concerned with my issue, the fact that none of them seemed to have even a hint of knowledge beyond their scripts, and their absolute rudeness has, however, had one impact: I no longer wish to be an AT&T customer. Even the $140 I'll have to pay for an ETF is worthwhile (assuming I can't get out of it somehow.)
Take care
Gary
Just FYI, it's the iPhone that you have that has CIQ, not the GSII...You're either complaining about the iPhone or AT&T, neither of which reason this really should be here. Can't say it doesn't suck, but yeah, just a problem of relevance.
yahoowizard said:
Just FYI, it's the iPhone that you have that has CIQ, not the GSII...You're either complaining about the iPhone or AT&T, neither of which reason this really should be here. Can't say it doesn't suck, but yeah, just a problem of relevance.
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This.
How many times does this need to be said that our phone doesn't currently have it?
yahoowizard said:
Just FYI, it's the iPhone that you have that has CIQ, not the GSII...
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Really? No kidding? Did you read my post before responding? Perhaps you missed this part:
No one even came up with the absolutely brilliant suggestion that the SGSII doesn't even have CIQ on it
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As far as the iphone (which I only mention as it's the only other phone I have with AT&T and), I also have the following in my post:
...it's trivial for the user disable monitoring software on the iphone with a simple menu selection
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As a matter of fact, you seem to completely have missed the end of the post... Where I state that I'm complaining about AT&T. I thought I was pretty obvious when I described the call in the following terms: "The cluelessness of their customer service people, the fact that no one seemed in any way concerned with my issue, the fact that none of them seemed to have even a hint of knowledge beyond their scripts, and their absolute rudeness "
Do you work for AT&T, yahoowizard?
AT&T are an Orwellian nightmare. I've had calls like this with them. It's infuriating and generally pointless, you'll achieve better results banging your head against a wall. "Ma Bell" was disbanded in the 80's because they became such a gross monopoly. In a generation, they're back to ruling all and showing no signs of slowing down. Now, they have these draconian practices and are notorious for "nickel and diming" consumers.
Even scarier? They installed and maintain monitoring equipment for the CIA. They can and do monitor your calls and traffic. Sounds like nutty conspiracy stuff, right? Read about it. It's all part of "homeland security" and as an engineer, I've seen these installations first-hand.
The free-for-all anarchy days of the net are drawing to a close.
Mark. My. Words.
No longer sent from my BlackBerry.
HIPPA
Captain Zero said:
Even scarier? They installed and maintain monitoring equipment for the CIA. They can and do monitor your calls and traffic.
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I think it is technically Homeland Security, but that is just nitpicking. The issue of HIPPA seems like it might be a legitimate angle, both from the perspective of the medical professional and the patient. Bringing that to the attention of groups fighting CIQ and the Patriot Act would probably be better than posting them on what is essentially a hacker site.
It does not surprise me that the ATT support center had no idea of what you were talking about. Most people have no idea how their rights and their privacy have been taken away from them.
The problem here is that you are dealing with low-level employees (even the call center supervisor) who had no power to make the initial decision about CarrierIQ, nor have any power to change the decision as to individual customers. Also, the CSR's likely have not received any training on what to do when customers call them about CarrierIQ.
Thought I'd give AT&T a call to complain about the battery issue since the firmware update. My thought being that if they don't get enough people complaining about it, they won't push any fixes from Samsung to the devices...
I ended up talking to someone at an obviously out-sourced call center. I told him that since the firmware update, I've had horrible battery life AND that I've had dropped calls more often than before...
After having me sing, dance, pray to the moon, and do strange (and almost sexual) things to my phone, he decided that I should get a replacement battery. (Nevermind that the issue started from a firmware update, that my battery is in PERFECT physical shape, etc) He also managed to insult me when he first asked about moisture exposure, and then had me check the moisture indicators (they were white.)
He then checked into the dropped calls, and tells me that I might be getting dropped calls because I'm not staying perfectly still when on the phone. (I guess tower hand-off is no longer supported with AT&T wireless.) He then claims that I, in the last 2 days, had two phone calls: one for 16 minutes and one for 137 minutes. That's obviously NOT calls I've made. I then read off my call log to him (including the dropped calls.) He, without any warning, then (I guess) puts me on hold. 44 minutes later (I was timing it), I hear a click and fast busy.
It's no wonder that AT&T was rated among the worst for customer service among wireless carriers.
Gary
I know exactly what you mean. I've had similar experiences dealing with their tech support. You get put on hold for huge amounts of time, then out of nowhere, they hang up. I remember one day, I was calling about a warranty replacement for one of my older phones, I was hung up on 4 times. It wasn't a dropped call, each person I asked said the call wasn't dropped but was hanged up, (plus I have never had a dropped call). They really need to step their game up.
If only there were some way to get those damn Wireshark caps of BT-AMP going nuts to someone with a clue...
I've given up hope.
LOL! I think that's how they trained their reps. Either said that "We have no problem with ###." Or hang up if the rep cannot find the answer in the scripts on CD. LOL!
Yeah I jist got off phone with att warranty replacement. I don't know if I'm happy yet.the good news is they are sending me a replacement. Bad new is its refurbished. I told them that I didn't pay $98 for a used phone. Argument didn't get me too far so we shall see what happens. She called it a rare condition Phone. My problem was the defective screen.with black splotches
Sent from my SAMSUNG-SGH-I777 using xda premium
BeenAndroidized said:
LOL! I think that's how they trained their reps. Either said that "We have no problem with ###." Or hang up if the rep cannot find the answer in the scripts on CD. LOL!
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Lol! I worked for an AT&T call center a while back. You just gave me a flashback lol.
Simba501 said:
Lol! I worked for an AT&T call center a while back. You just gave me a flashback lol.
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U r welcome. It must be true then. ROFLOL.
Sent from my SAMSUNG-SGH-I777 using XDA App
Simba501 said:
I worked for an AT&T call center a while back.
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Oh. I'm so very sorry. Did it hurt? I'm glad to see you recovered from what must have been a low point in your life. You know, we all hit rock bottom at times, but as long as we get up, wipe off the dirt, and push on - everything will work out.
Gary
I used to work at an AT&T call center and can recommend the following when dealing with them...always call back if you don't get what you want (within reason), never wait on hold for more than 10 min at a time (it's against co. policy to not check in every 5 min), be as courteous as possible given your circumstances. As a personal choice, I never speak to guys because they never help me--I always hang up and call back. If you get someone on the line that's difficult to understand, you can always "request an American agent." The outsourced agents have to try to help you, but if you insist, they have to transfer you. I hope this was at least mildly useful to someone reading this...
Sent from my SAMSUNG-SGH-I777 using xda premium
ONE of the reasons I'm moving to Verizon in a few months. Piss poor customer service. Thanks for sharing Gary!
sent from my Galaxy SII
lo-fi_engineer said:
The outsourced agents have to try to help you, but if you insist, they have to transfer you. I hope this was at least mildly useful to someone reading this...
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Really? That IS good to know. I have a conductive hearing loss, and its VERY VERY difficult for me to understand heavy or fast accents. Especially male accents (my loss is at the lower frequencies.)
Then again, half the outsourced agents insist they are in the US (but for some reason, only the ones actually in the US will tell me what state they are in.)
Very good information! Thank you!
Oh, and I'm glad to see that you survived your experience at AT&T. I hear employees at that company are starting to learn from Foxconn employees on how to leave a job. (jump off the roof of the building.)
ATT CS can be quite helpful. You just have to know how to talk and not waste time on an unhelpful agent.
Premier CS has always been American, helpful and always got me what I want/needed.
Red5 said:
Premier CS has always been American, helpful and always got me what I want/needed.
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What's premier CS? Extra customer service that you have to pay for?
If so that's kinda silly. Everyone gets CS, BUT if you want good CS, you need to pay extra ..LOL
sent from my Galaxy SII
No. I have a Premier account (tied in with my company corporate account) so when I call and the system runs my number, it sees that and automatically transfers me to Premier customer support... which has always been American, helpful and knowledgeable. I pay nothing extra.
Hmm good to know. (I've got a corporate FAN applied, so have a Premier account.)
That said, when I have an issue, I just go into a corporate store. My experience is that corporate-owned stores have superior technical support.
I'm wondering if there's a way I can bring the evidence against UCKK6 I've collected into a store and actually have it get somewhere useful...
Red5 said:
No. I have a Premier account (tied in with my company corporate account) so when I call and the system runs my number, it sees that and automatically transfers me to Premier customer support... which has always been American, helpful and knowledgeable. I pay nothing extra.
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ah .. I don't have a premier account which explains the sh*tty customer service.
Well I'm a COR rep at an AT&T store, and I can tell you from experience that AT&T is a horrible company is so many ways.
I won't go into how bad they are to work for, and how horrible they treat their employees. They worry about the dumbrst stuff with their reps instead of worrying about what really counts in this company.
That aside. It's bad enough they treat us bad, but what's worse is they treat the customers bad.
Calling into Warranty is a nightmare, and I always suggest just driving to a Warranty center, which will be muich easier to get your phone replaced with minimal trouble.
Our deposit requirements are higher than any other Cell company. Yes we do have stricter credit requirements than Verizon. I've had customer who've had a few lines for years and never had an original deposit or late on their bills. You go to add a line and it hit's their credit and BOOM, it wants a deposit.
I could go on for an hour about all the crap, but I don't to depress anyone. LOL
The only reason I still work for AT&T is because I have been there so long that I'd hate to start out at the bottom with another company. But there are days I get close to putting in my resume at Verizon, which I think it is much better company in many ways.
On the phone with them now...
me: "My phone is less than 2 months old! I don't want it replaced with a refurbished phone. I want a new replacement."
them: "Sir, it won't be refurbished. it will be reconditioned."
me: "Please explain to me the difference."
them: "Sir, your phone is days more than 30 old, so it has to be reconditioned".
me: "Please explain to me the difference between refurbished and reconditioned. As far as I'm aware, they are the same."
them: "I told you that you have to have reconditioned replacement."
me: "I'd like to speak with an American Agent."
them: "I have no way to transfer you."
me: "I happen to know you can. Please transfer me to an american agent"
them: "there is nothing I can do transfer you."
me: "I'd like to speak with your supervisor"
them: "will you hold for 3-4 minutes while I get supervisor?"
me: "yes"
(5 minutes later)
them: "all supervisors are busy engaging in another calls. will you want to hold 3 4 more minutes?"
me: "yes"
...
(I hung up.)
Rather than mobility, I worked for AT&T/ Bell South's DSL division. It was rough at times, but all customer service is rough. You can't pick your customers (especially not the technologically illiterate) and when handling service-related calls, you often have to clean up after sales agents who lied to customers just to make their quota. It wouldn't be so bad, but corporate was complicit in encouraging that kind of behavior and the people that suffer are the customers and the tech & service suppport agents that they get irate with. I worked the system to keep my metrics in spec because corporate was more interested in how long I spent on a call than whether or not I actually fixed their problem. My opinion was that my primary goals were customer retention and connecting people with things they can actually use instead of worthless upgrades that they couldn't. Needless to say, I was the tier 2 agent you wanted to get bc I treated rules & processes like they were written in sand instead of stone:-D
My manager didn't like it, but his boss's boss liked my effectiveness so it was all good. As far as the job goes, it paid well, the benefits were good, and with such high turnover I got seniority for schedules in <6 months
Sent from my SAMSUNG-SGH-I777 using xda premium
I just got off an approximate 90 minute call regarding my "glitch" order over the weekend. It was very frustrating, but if you read to the end, you will pick up some tips and get the happy ending we all look for in life.
Prior to the call I had two orders. The first was on September 6th. It was not attached to any phone line and was put in as a special order as an accessory.
The second order was from the 29th during the "glitch" time. It was on my main line and got the subsidized price and kept unlimited data with a confirmation email.
My goals were simple: have a verbal and written confirmation to retain my unlimited data if the second contract was going to be honored and cancel one of the orders as I don't need two Note 3s.
So I call up and get the front line tech support guy. I explain the above and then he takes the second order's confirmation number and whatnot. He punches it up and he says the system is currently showing that as soon as I activate the phone, I will go to the default 2GB/month data plan. I asked him how could that possibly be when I have a confirmation email saying I have unlimited data confirmed and an official statement from Verizon headquarters to droid-life.com that the contracts will be honored He says he has never heard of this official statement and there's no news in the system regarding this weekend. I then proceed to read it verbatim to him. He repeats that there's nothing in the system regarding this, so my account will default to the 2GB plan. I'm really starting to hate this "system" at this point...
Wanting to retain my unlimited data, I then ask and give him all the info for the first order. He says he can't find it in the system (there goes that system again...) He continues to search for a couple minutes and says he can't find the order. He then puts me on hold saying he is contacting another department. After several minutes of being on hold, he comes back on line and says the other department told him they found the order, but since it was not attached to a phone number it was harder to find. The status of this order is processed, out to the warehouse, and can not be canceled. Wait. What? Does that mean it's being shipped today? He says he doesn't have that information. He can only go by the previous 10/10 date.
I realized at this point this guy was going to be no use to me. He cannot help me retain unlimited data on the second order and he can't cancel the second. I ask him to escalate the call and he does. So, I have to explain the whole situation to the new guy all over, of course...
He punches up the numbers for the second order and it comes right up in his system. He confirms that it is at the warehouse stage, but doesn't know when it's going to ship either. He sticks to the 10/10 date as well as that's what's official and on the order.
He then punches up the second order's numbers and he says the system shows I will retain unlimited, that it is not at the warehouse stage, and he's sticking to the 10/10 date on that order for shipping as well. I explain the droid-life statement and he's completely aware of it as he had many friends and colleagues ask him about it over the weekend. He even tried to place an order himself, but it wouldn't let him do it with his employee ID and there wasn't anybody working on the weekend to override the system. I tell him I'm a heavy data user and need to retain my unlimited. He said he was grandfathered in and was a heavy user as well. FINALLY, a sympathetic ear. He says he will do everything in his power keep the unlimited for me.
He then goes to droid-life.com and takes a screenshot of the official statement from Verizon. He then gives me his personal Verizon email address to forward the confirmation email I got from the second order. He gets it and takes a screenshot of it as well. He puts them both as attachments to the trouble ticket. He types for a couple more minutes and then says, "Okay, this is all the proof I need. I personally guarantee you will not lose your unlimited data when you activate this phone." A HUGE sigh of relief come out of my mouth.
I then give him this scenario: Let's go with the 10th as the shipping date and say I sign for it on the 12th. What next? He said activate the phone via verizonwireless.com. Do NOT call to activate or bring it to a local store to activate. This may cause the line to be manually reverted to the 2GB plan due to human error and interaction. Basically, he's saying let "the system" activate the phone since it currently says I'm supposed to have unlimited. After activating the phone, immediately log out of the verizonwireless.com website and log back in. If the data gets changed you'll know immediately. In my mind I envision a scenario in my head of calling on the 12th and having to go through this allllllll over again starting from scratch. I ask afraid to hear his next response, "what do I do if that happens?" He immediately responds, "Email me. I'll fix it within 10 minutes. I have access to the tools to revert you." I swore I heard a church choir hymn and saw a halo above this guy's head in that instant. He went on to further say, "In fact, I'm curious as to how the system handles your case. Please email me even if your unlimited is retained." For what this guy did for me, hell yeah I am.
End result, lessons learned and advice to all glitch order people:
1) Once the subsidized order was guaranteed intact, I had him cancel the first full retail price order. He said this would have to be a "manual order cancel" since my order was already in processing. It will take 12-24 hours to process this manual cancellation. He said if I don't have a cancel confirmation email by this time tomorrow to email him and he will track it down.
2) This Verizon "system" is HUGE and can be messed up at any time by any human. The front line call center people apparently have VERY limited access to this system. There's so many hands in this system that your orders and rights can be screwed up in an instant, sometimes through no fault of their own. If you talk to the right person with enough access to the system, it actually works. This second tier Verizon rep has reinvigorated my support for this company. I no longer just like the network; I like their service-- A LOT.
3) If you have a "glitch" order pending, call Verizon today as soon as you get home. Be prepared to go through the same struggle, but never waiver in your determination to keep your unlimited at the subsidized price. If you talk to the right person it will happen. Once you have your unlimited assured, if you're not told to by whomever you talk to activate by the website only, activate by the website only. If your unlimited goes away after activation, call or go to your local Verizon store immediately to have it fixed.
Attached is proof I emailed him my "glitch" confirmation email and his reply acknowledgement.
Hope this helps some of you out there,
Doc
docnok63 said:
3) If you have a "glitch" order pending, call Verizon today as soon as you get home. Be prepared to go through the same struggle, but never waiver in your determination to keep your unlimited at the subsidized price. If you talk to the right person it will happen. Once you have your unlimited assured, if you're not told to by whomever you talk to activate by the website only, activate by the website only. If your unlimited goes away after activation, call or go to your local Verizon store immediately to have it fixed.
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I'm going to activate it through VerizonWireless.com like you said, but I'm not going to bother to call. If I lose unlimited after signing up for the unlimited plan I'll simply call them and let them know they need to revert me back to unlimited or I'll be canceling without a termination fee. Then I'll head over to T-Mobile, pick up the Note 3, and be happy.
Thanks for the heads up though, much appreciated.
I saw it on TV news last night, Verizon WILL be honoring the contracts made unlimited due to the glitch! You guys lucky! I wasn't up for renewal, 5 mo to go, so missed out.
Sent from LG Spectrum using XDA app
LillieBennett said:
I saw it on TV news last night, Verizon WILL be honoring the contracts made unlimited due to the glitch! You guys lucky! I wasn't up for renewal, 5 mo to go, so missed out.
Sent from LG Spectrum using XDA app
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What news station?
LillieBennett said:
I saw it on TV news last night, Verizon WILL be honoring the contracts made unlimited due to the glitch!
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I'm very sure they'll honor the contracts now that they've officially said so. It's your current status in the system that will determine if your unlimited stays after you activate the phone. If it's set to put you at the 2GB default, then it will. Then you'll have to spend all kinds of time on the phone and/or at the Verizon store getting it back. It's better to nip it in the bud before the phone comes so you can just enjoy the awesomeness that is the Note 3!
docnok63 said:
I'm very sure they'll honor the contracts now that they've officially said so. It's your current status in the system that will determine if your unlimited stays after you activate the phone. If it's set to put you at the 2GB default, then it will. Then you'll have to spend all kinds of time on the phone and/or at the Verizon store getting it back. It's better to nip it in the bud before the phone comes so you can just enjoy the awesomeness that is the Note 3!
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They announced monday morning that they were going to honor all the orders from this past weekend. I'd suggest subscribing to a few android news feeds. Could save you a lot of time in the future.
The plot thickens........
Gotta love that Verizon system...
....
This could possibly mean that my retail price order shipped.
polo2883 said:
What news station?
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WHSV if I remember correctly, but it's to late to change orders, those who stayed with the glitch order won big, congratulations!
Sent from LG Spectrum using XDA app
I'm a former verizon employee, both in over the phone tier 1 customer service and in store retail rep. As xda has been a huge help to me in the past I figured it was time to break my silence. I'm also going to use this post to give you some insider secrets.
First, it seems like you lucked out with the second rep. He was clearly on his game, and had a supervisor who is able to give him some leeway. He offered to give you his personal email * a big no no, and wants to help you. If hes taking screenshots, he most likely notated your account, which is good for you. The lesson to learn here is twofold. One, there are many corporate reps who will tell you whatever you want to hear to get you off the phone and will either forget to notate the account, or will blatantly not write it in your account (I used to clean these up all the time). Given that he he gave you an @VerizonWireless.com email I would assume, you are in good shape. Now, here is where things get interesting. Verizon cannot fill its customer service ranks as the job is a thankless one, and unless you are vested, most reps are lucky to last a year. In addition, they have been closing call centers and asking more of the reps they already have. As a result, verizon backfills there demand with third party call centers. These third party call centers are unfortunately very un-acountable because no one in corporate has access to them. If they can't give you a real email, then they are likely one of these reps. Unfortunately, reps aren't supposed to give out their emails to begin with, so its a crapshoot to begin with, but its a place to start. Also, verizon centers run until 11pm in their local jurisdiction. The later you call, the more likely you are to get one of these reps.
It also seems like this person had a competent supervisor who would be willing to back them up. Unfortunately not all supervisors are willing to work with you. Verizon tied the supervisor schedules to things like credits, so you may need to call multiple times to get what you want.
As for the first rep. He could either have been a third party rep *who get half the information as corporate reps and half the access, or he could just not be aware of what happened. A lot of verizon employees don't follow places like droid-life, and in cases of leaks, they are the last people to know about anything. Usually it takes a while before there is even an official response from legal. Furthermore, corporate would likely be telling the reps to try and get you to switch, because "your data usage is really low" or some other bull****. The best option is to stay firm, but never lose your temper. Most reps will try their best to help you out as long as you remain civil. The minute you start yelling and screaming, you've lost your leverage. Verizon reps live and die by surveys, and they want you to give them a ten, but if they've already got their survey for the day, then acting like an ass is a surefire way to get nowhere.
The rep you got did an amazing job, if you get a survey make sure to give him a ten.
-If anyone has questions about how to navigate vzw's systems, what to say to reps etc from an insider perspective shoot me a pm. I left there in august(from retail), so my information is a bit out of date, but I will do my best to help.
soupaloup said:
I'm a former verizon employee, both in over the phone tier 1 customer service and in store retail rep. As xda has been a huge help to me in the past I figured it was time to break my silence. I'm also going to use this post to give you some insider secrets.
First, it seems like you lucked out with the second rep. He was clearly on his game, and had a supervisor who is able to give him some leeway. He offered to give you his personal email * a big no no, and wants to help you. If hes taking screenshots, he most likely notated your account, which is good for you. The lesson to learn here is twofold. One, there are many corporate reps who will tell you whatever you want to hear to get you off the phone and will either forget to notate the account, or will blatantly not write it in your account (I used to clean these up all the time). Given that he he gave you an @VerizonWireless.com email I would assume, you are in good shape. Now, here is where things get interesting. Verizon cannot fill its customer service ranks as the job is a thankless one, and unless you are vested, most reps are lucky to last a year. In addition, they have been closing call centers and asking more of the reps they already have. As a result, verizon backfills there demand with third party call centers. These third party call centers are unfortunately very un-acountable because no one in corporate has access to them. If they can't give you a real email, then they are likely one of these reps. Unfortunately, reps aren't supposed to give out their emails to begin with, so its a crapshoot to begin with, but its a place to start. Also, verizon centers run until 11pm in their local jurisdiction. The later you call, the more likely you are to get one of these reps.
It also seems like this person had a competent supervisor who would be willing to back them up. Unfortunately not all supervisors are willing to work with you. Verizon tied the supervisor schedules to things like credits, so you may need to call multiple times to get what you want.
As for the first rep. He could either have been a third party rep *who get half the information as corporate reps and half the access, or he could just not be aware of what happened. A lot of verizon employees don't follow places like droid-life, and in cases of leaks, they are the last people to know about anything. Usually it takes a while before there is even an official response from legal. Furthermore, corporate would likely be telling the reps to try and get you to switch, because "your data usage is really low" or some other bull****. The best option is to stay firm, but never lose your temper. Most reps will try their best to help you out as long as you remain civil. The minute you start yelling and screaming, you've lost your leverage. Verizon reps live and die by surveys, and they want you to give them a ten, but if they've already got their survey for the day, then acting like an ass is a surefire way to get nowhere.
The rep you got did an amazing job, if you get a survey make sure to give him a ten.
-If anyone has questions about how to navigate vzw's systems, what to say to reps etc from an insider perspective shoot me a pm. I left there in august(from retail), so my information is a bit out of date, but I will do my best to help.
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Wow! Thanks for this incredibly useful post man!
Sent from my Nexus 7 using Tapatalk 4
I also ordered a phone during the glitch An s4. Got it yesterday called them today and the guy told me he knew nothing of a glitch that let users keep unlimited data. Told him to ask his supervisor, which he did and after a brief hold came back on and said there is an internal memo email about this issue. He stated that this is known throughout all call centers as well as stores that we are to KEEP unlimited data if we ordered during the glitch. So use that info when calling because he assured me for my piece of mind that my unlimted data on all four accounts will be intact. Activated phone and it stayed unlimited. :laugh:
Dra$tiK said:
I also ordered a phone during the glitch An s4. Got it yesterday called them today and the guy told me he knew nothing of a glitch that let users keep unlimited data. Told him to ask his supervisor, which he did and after a brief hold came back on and said there is an internal memo email about this issue. He stated that this is known throughout all call centers as well as stores that we are to KEEP unlimited data if we ordered during the glitch. So use that info when calling because he assured me for my piece of mind that my unlimted data on all four accounts will be intact. Activated phone and it stayed unlimited. :laugh:
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Congratulations! Enjoy your S4! It's a great phone. I'll be giving mine to my son when my Note 3 comes. Now if only Verizon could cancel my first full retail price order. They're still "working" on it. It's been two days now......still no cancel confirmation email.
docnok63 said:
Congratulations! Enjoy your S4! It's a great phone. I'll be giving mine to my son when my Note 3 comes. Now if only Verizon could cancel my first full retail price order. They're still "working" on it. It's been two days now......still no cancel confirmation email.
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Verizon has a separate website for "iconic" pre-orders. Although it looks pretty much the same as the regular order status site, it is a different one. This site gives you the option to cancel your pre-order, but it's kind of hidden.
Try going to this exact website:
https://preorder.verizonwireless.com/iconic/
Then click on "Check Order Status" on the bottom. Enter your pre-order confirmation number and last name and you will get the option to either cancel the order or change payment.
Hope this helps.
LuczOr said:
Verizon has a separate website for "iconic" pre-orders. Although it looks pretty much the same as the regular order status site, it is a different one. This site gives you the option to cancel your pre-order, but it's kind of hidden.
Try going to this exact website:
https://preorder.verizonwireless.com/iconic/
Then click on "Check Order Status" on the bottom. Enter your pre-order confirmation number and last name and you will get the option to either cancel the order or change payment.
Hope this helps.
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Dude, that was PERFECT!!! I did it!!!
docnok63 said:
Dude, that was PERFECT!!! I did it!!!
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Nice! The only reason I know about it is because I had to change my payment info, but nobody could do it for me in live chat or even over the phone. Even the csr I was talking to didn't know about it till she talked to a higher up, but they pointed me in the right direction, finally.
LuczOr said:
Nice! The only reason I know about it is because I had to change my payment info, but nobody could do it for me in live chat or even over the phone. Even the csr I was talking to didn't know about it till she talked to a higher up, but they pointed me in the right direction, finally.
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Yes thanks for the tip. I used it to confirm that three previous orders had been canceled, and one wasn't.
Thanks again. Brilliant.
Sent from my Crapple iPhone 5
docnok63 said:
Dude, that was PERFECT!!! I did it!!!
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You might want to edit out all of your personal information from that screenshot...
EtherealRemnant said:
You might want to edit out all of your personal information from that screenshot...
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Thanks. As you saw from the original one, I edited in the bottom and didn't even think about the tabs... Thanks again.
docnok63 said:
Thanks. As you saw from the original one, I edited in the bottom and didn't even think about the tabs... Thanks again.
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No prob. Just figured you overlooked it.
not to hijack the thread
Not to hijack this thread, but i had question for you guys.
I got a LG G2 during the glitch and picked it up in store the same day with the idea of exchanging it for a Note 3 when it releases.
anyways I was thinking, if I go to exchange it in store and go to the same person who helped me last time (keep unlimited) would it be just a straight exchange plus the difference of the phone? I dont want them to remove my unlimited.
Also i bought the g2 with the "verizon30" coupon...would that still work with the note 3 when i exchange it?
thanks guys!
I had purchased Xiaomi Mi5 mobile from Xiaomi's india website (mi.com/in) on 11.04.2016 worth Rs 24,999. Xiaomi was offering mobile accidental & liquid damage insurance of Rs 499 for my mobile. I purchased this Insurance plan called "Mi protect". Insurance claim is facilitated by 'One Assist Consumer Solutions Pvt. Ltd.' while their Insurance partner is 'National Insurance Company'.
I keep my mobile on my bed while sleeping everyday. On 23.04.2017 morning I found that my mobile fell from bed while I was asleep. My hand would have struck the mobile at night during sleep.
I reported the incident on the same day to One Assist customer support team. During claim process I suffered many problems which I would like to share as below :-
1. I was promised a temporary mobile for 7-15 days by One Assist which they didn't provide.
2. They asked me to courier my mobile to their service centre (Kolkata) through their courier partmer 'Blue Dart courier' but provided me wrong address due to which I nearly lost my mobile.
3. They argued that the address is correct and they receive other mobiles on the same address and will talk to courier company regarding this matter.
4. They later accepted that the address is wrong and said that they will talk to courier company to deliver it to correct address.
5. They now said it was my mistake that I sent to wrong address and asked me to talk to courier company myself for change in delivery address which I managed to do after many repetitive requests to courier company.
6. On 19.04.2017 they conveyed me that my claim is rejected due to "EXCLUSION 1 - loss or damage to the Gadget due to mysterious circumstances / disappearance or unexplained reasons."
7. I refused to accept this as mysterious / unexplained and asked them to clarify any doubts if they have or let me contact any higher official for my grievance but they denied my request and said that their decision is final.
8. They said that my unrepaired mobile would reach me by 7-10 days maximum and I have not received any dispatch details of my mobile as of today (09.05.2017).
9. On 21.04.2017 I received a call from a courier boy(Mumbai) saying 'we have received a request to pick n drop a package from you, where is your address?'. I told them that I am the recipient, I don't know where is my mobile currently, please ask One Assist where is the pick up address.
I conveyed this error to One Assist team. They said they will look into this matter.
10. On 24.04.2017 I again received a call from the same courier boy, asking the same details. I again talked with One Assist team and asked how this same error happened twice. They again promised to solve the issue.
11. On 27.04.2017 I received a call from One Assist asking for confirmation that whether I have received my mobile or not. When I told them about courier boy errors, they asked me that agent's phone number and promised swift action.
12. I talked to Xiaomi customer care but they refused to entertain my request to interfere and asked me to contact One Assist only.
13. I have sent many emails and made many calls to them. Only reply they give is that "my matter has been escalated to concerned department, the issue will be resolved within 48 hrs."
14. When I call their customer care number, they put me on hold for 10-20 min then cut the phone. When I call again they don't pick up my phone. I have to call them from other numbers so that I can talk to them.
As you can read, One Assist team is highly unprofessional, ridiculously lazy and they have no communication/co-ordination between them.
I hope you can imagine the suffering through which I have gone because of inefficiency of One Assist team. I am not alone, these people are doing the same thing to almost everyone. I searched Google and found hundreds of people saying the same thing. even if they return your phone after few months it would not be usable.
I request you to stay away from them and save time and energy.
It's related to rom, kernel, recovery or other development? Sure it is
Dude i think youre in wrong section, there is a section called guides news and discussions, that will be best place for your thread,
---------- Post added at 03:55 PM ---------- Previous post was at 03:53 PM ----------
Moved here out of the Development Section.
Same story
I faced very same problems with OneAssist team. Instead of fixing my mobile they have broken it. My sim tray was missing and wifi doesn't work. And no response after repetitive calls. Highly recommended not to ever buy mobile insurance from OneAssist ever.
One Assist provides insurance claims for accidental damage.
One Assist provides insurance claims for accidental damages and not for the damages happened due to your negligence. It's yours mistake.
MESA, AZ (3TV/CBS 5) -- It's pretty easy these days to send and receive money electronically. In fact, it's become rather popular during the COVID-19 pandemic because people don't want to go to the bank.
For example, Janaya Harris uses a mobile payment service called Cash App to send and receive money. "You can send money instantly,” Janaya told 3 On Your Side. “As long as the person you're sending money to has that Cash App, you can send it instantly. They can get it instantly."
But when Janaya and her fiance were recently having trouble using Cash App, she says her fiance jumped on to Google, searched for Cash App's customer service line, and called the toll free number.
Janaya says the person who answered claimed to be with Cash App, but it was actually a scammer with a very clever plan to reportedly reset the Cash App account. “So, they had to take his money out and reset his account and then put his money back in because all his money was not showing up on his account because it needed to be reset."
Janaya says her fiancee followed the scammer's instructions, and instantly $2,499 was siphoned from his Cash App account. Before they knew it, another $2,499 was stolen and then and additional $1,800. In a matter of seconds, a total of $6,800 was taken.
"That's just crazy that even happened," she said, shaking her head. So, Janaya reached out to 3 On Your Side for help. "I contacted you because I do watch Arizona's Family. That's my station of choice."
It turns out; scammers are posing on search engines as customer service representatives. Although Cash App's website clearly states, "...there are currently no phone numbers that you can call to speak with Cash App Support," people are unfortunately calling fraudulent toll free phone numbers they find online.
"At this point, we are hopeless because Cash App is not helping us, and there is no one else to depend on to help get this taken care of," said Janaya.