Brighthouse's on time guarantee is not really a guarantee if you are downgrading their shitty service
I wanted to downgrade my service from brighouse because these A-holes keep raising my rates without notification. Because they messed up my insulation when they tried to run a cable line in my attic and because they made a hole on my AC duct and tried to blame it on me.
I made my appointment for early in the morning with a 8 - 10 window. 2 hours later and no technician in site i call to find out where is this technician and after 20 minutes on the phone later they say he is on his way. With a smile on my face i asked for my $20 dollar credit from their on time guarantee. They wasted 21/2 hours of my life at least i'm getting 20 dollars right?
The rep responded that their on time guarantee only applies for people that are upgrading their service not downgrading. So after incident after incident brighthouse has managed to make me hate them just a bit more..
here is a copy of their on time guarantee.. they should add a little disclaimer and say *if you are downgrading our service you are screwed...
PS: thankfully they are now offering U-Verse in my area..
http://support.brighthouse.com/Article/Schedule-Home-Visit-Technician-On-Time-6448
On-Time Guarantee
Bright House Networks offers an on-time guarantee that a technician will arrive within the time frame scheduled for your appointment.
If a Bright House Networks technician is late or misses a scheduled service call because of an error by Bright House Networks, a $20 credit is issued to you.
If a Bright House Networks technician is late or misses a scheduled appointment for an installation or upgrade because of an error by Bright House Networks, the installation that was scheduled is free.
here is their response to my nicely worded email
Thursday, May 6, 2010
Dear Fernando,
Thank you for your email regarding your Bright House Networks service.
The work order scheduled for April 13th, 2010 was scheduled for 8:00 a.m - 10:00 a.m. for the pickup and wiring change in service.
On each of our service vehicles we do have a GPS tracking unit which gives us the ability to provide a accurate estimated time of arrival for each one of our technicians and the locations. It also times stamps our work orders with the arrival time of the each of our technicians to each job that they go to. The work order was time stamped with an arrival time of 9:53 a.m. which is the arrival window you were given.
Since the technician did arrive within the window as scheduled and promised with you, the On Time Guarantee would not apply.
If you have any further questions or concerns please do not hesitate to contact us by replying to this email. Or, if you prefer, call us anytime at 877-892-EASY (3279) or chat with us online using Live CHAT. Thank you for contacting Bright House Networks.
Sincerely,
Nick
eCare Specialist
The Bright House Networks Customer Care Team
Central Florida Division
Thursday, May 6, 2010
Friday, April 2, 2010
Altec Lansing Warranty is BULL
If you are thinking on buying an Altec Lansing Speaker for your computer or Ipod, iphone, and other.. think again.
After going through the warranty procedure you minus well spend a little more and get a product with a better warranty.
The warranty only cover you for 1 year.. if your speaker break in the 1 year timeline you think you should be covered.. well think again..
After calling two or three numbers i was told to email
matt.barber@alteclansing.com
He gave me a claim number and address to mail it to.
The shipping was $10 dollars on a 3 pound speaker model FX3020 which originally cost $30 dollars but i bought it for $20 dollars.
So after paying 50% of the original price in shipping alone... I'm a little Pissed off.. So email them and ask for reimbursement along with a timeline for my new pair of speakers.
They totally avoided my question about the shipping an dthey said speaker would be here in 8 to 10 days..
I went and check to see some of their new speakers
they have an Altec Lansing VS4621 Octane 7, 2.1 Computer Speaker for 79.99.
The item weights 20 pounds.. so if your item breaks within a year.. your shipping cost would be around $70 dollars... and for my experience they arent reimbursing you for shipping.
So if you want to buy any of the new Altec Lansing speakers.. think again..
here are some models you might not want to buy.. because Altec Lansing has a shitty ass warranty!!!!!!
expressionist ULTRA
expressionist PLUS
expressionist CLASSIC
expressionist BASS
After going through the warranty procedure you minus well spend a little more and get a product with a better warranty.
The warranty only cover you for 1 year.. if your speaker break in the 1 year timeline you think you should be covered.. well think again..
After calling two or three numbers i was told to email
matt.barber@alteclansing.com
He gave me a claim number and address to mail it to.
The shipping was $10 dollars on a 3 pound speaker model FX3020 which originally cost $30 dollars but i bought it for $20 dollars.
So after paying 50% of the original price in shipping alone... I'm a little Pissed off.. So email them and ask for reimbursement along with a timeline for my new pair of speakers.
They totally avoided my question about the shipping an dthey said speaker would be here in 8 to 10 days..
I went and check to see some of their new speakers
they have an Altec Lansing VS4621 Octane 7, 2.1 Computer Speaker for 79.99.
The item weights 20 pounds.. so if your item breaks within a year.. your shipping cost would be around $70 dollars... and for my experience they arent reimbursing you for shipping.
So if you want to buy any of the new Altec Lansing speakers.. think again..
here are some models you might not want to buy.. because Altec Lansing has a shitty ass warranty!!!!!!
expressionist ULTRA
expressionist PLUS
expressionist CLASSIC
expressionist BASS
Wednesday, December 16, 2009
American Airlines Sucks and flies me in a broken plane but at least i didnt get a federal Warning for asking for OJ
Over The Weekend I had a horrible Experience with American Airlines.. On my connecting flight from Miami to Jamaica i was literally scared for my life.
The American Airlines flight power on the plane went totally off for about 1 minute.. not even the emergency lights were on right on the runway. Minutes about to fly the plane looses all of it's power is not a normal thing. So what does American Airlines do? turn the flight around... get it checked out? give us a different plane?
Nope the pilot comes on and says.. Well it looks like this is an older plane and stuff like this happens.. I was very scared.. what if this happens in the middle of the flight? the plane would go down like a stone. Before anyone can say anything the plane accelerates and takes off. After a tense 35 40 minutes.. i started to calm down.
The pilot once Again gets on the speaker phone.. Remember we are mid flight in the middle of the ocean. Then he says the worse thing you can hear in the middle of the ocean. "Looks like our plane is not good after all. we are having some issues with one of the doors and the landing gear. I dont feel safe taking the flight all the way to Jamaica. So we are turning around."
Half way to Jamaica the flight turns around and looks like my all inclusive Vacation in Sandals is gonna be delayed infinitely. All inclusive food and top shelve liquor waiting for us in Jamaica and now thanks to American Airlines We are stock in a "broken" plane.
Once back In Miami the plane drives around till they get the plane "Checked out". Pilot once again gets on the speaker and says looks like this plane is not good to fly. This is After we were halfway to Jamaica and in the middle of the ocean. Well great. we just get a different plane and we be there in no time right?
WRONG!!. We had to wait about 20 minutes waiting for a gate to open up... Ohh to put more insult to the injury the flight attendant says "We don't serve Food in the next flight so we suggest you get some food while you wait" Thanks asshole for the tip. I could of been eating file Mignon in Jamaica in a 5 star diamond restaurant but now i have to eat a 5 dollar hot dog.
Now they had to search for another plane and hopefully get us there in a reasonable time.. Hours later they find one. they put us in the plane, but they forget the luggage so we sit in the plane for another 25 minutes.. tired and totally pissed off at the delay they announce you get a free cocktail because the hours of delay.. Thanks asshole.. we will land in the dark and after dinner time.. I already paid for a full day for sandals and i will not be able to enjoy any of the stuff i paid for. Hundreds of dollars down the drain and you gonna give me a 2 dollar cocktail? thanks but no thanks. asshole
How about you abide to flight regulations and check your planes for malfunctions like you suppose to.. instead of finding out that the plane is broken half way trough an international flight. Delay my flight hours and hours and waste my hard earned money and delay my already paid for vacation!! Grab your 2 Dollar Cocktail American Airlines and Shove it up your ASS!!
This is my second time flying with American Airlines.. last time they lost my wife's luggage in Saint Lucia. This time you risk my life and put me in a broken Plane.. and you think the nightmare ends there? nope.. On our flight back home out of Miami.. on our last flight home.. We refused to check any bags because you lost our luggage once... So we only take Carry ons from now on.. So what do you do? You put an asshole who after 3 flights.. decides that my wife's luggage is now all of the sudden oversized. it wasn't oversized 3 flights ago.. but is now? how convenient.. he made her put it in the measure for carry on.. Which it fitted with no problems.. but he argues you had to force it in.. so u have to check it in.. Great
SO what happens. when we land? the luggage is delayed and extra 40 minutes..for some unknown reason.. so now our ride has to circle around over and over and over for 30 minutes.. thank you American Airlines for the horrible Experience
Looking back at least i didnt get a Federal Warning for asking for some OJ like this poor man did. This guy asked for some orange juice and the flight attendant flipped out on him.. she went as far as giving him a federal warning. Which could get him arrested. Luckily he had many witnesses to argue his side once the plane landed
here is my twitt updates of my horrible experience with American Airlines
The American Airlines flight power on the plane went totally off for about 1 minute.. not even the emergency lights were on right on the runway. Minutes about to fly the plane looses all of it's power is not a normal thing. So what does American Airlines do? turn the flight around... get it checked out? give us a different plane?
Nope the pilot comes on and says.. Well it looks like this is an older plane and stuff like this happens.. I was very scared.. what if this happens in the middle of the flight? the plane would go down like a stone. Before anyone can say anything the plane accelerates and takes off. After a tense 35 40 minutes.. i started to calm down.
The pilot once Again gets on the speaker phone.. Remember we are mid flight in the middle of the ocean. Then he says the worse thing you can hear in the middle of the ocean. "Looks like our plane is not good after all. we are having some issues with one of the doors and the landing gear. I dont feel safe taking the flight all the way to Jamaica. So we are turning around."
Half way to Jamaica the flight turns around and looks like my all inclusive Vacation in Sandals is gonna be delayed infinitely. All inclusive food and top shelve liquor waiting for us in Jamaica and now thanks to American Airlines We are stock in a "broken" plane.
Once back In Miami the plane drives around till they get the plane "Checked out". Pilot once again gets on the speaker and says looks like this plane is not good to fly. This is After we were halfway to Jamaica and in the middle of the ocean. Well great. we just get a different plane and we be there in no time right?
WRONG!!. We had to wait about 20 minutes waiting for a gate to open up... Ohh to put more insult to the injury the flight attendant says "We don't serve Food in the next flight so we suggest you get some food while you wait" Thanks asshole for the tip. I could of been eating file Mignon in Jamaica in a 5 star diamond restaurant but now i have to eat a 5 dollar hot dog.
Now they had to search for another plane and hopefully get us there in a reasonable time.. Hours later they find one. they put us in the plane, but they forget the luggage so we sit in the plane for another 25 minutes.. tired and totally pissed off at the delay they announce you get a free cocktail because the hours of delay.. Thanks asshole.. we will land in the dark and after dinner time.. I already paid for a full day for sandals and i will not be able to enjoy any of the stuff i paid for. Hundreds of dollars down the drain and you gonna give me a 2 dollar cocktail? thanks but no thanks. asshole
How about you abide to flight regulations and check your planes for malfunctions like you suppose to.. instead of finding out that the plane is broken half way trough an international flight. Delay my flight hours and hours and waste my hard earned money and delay my already paid for vacation!! Grab your 2 Dollar Cocktail American Airlines and Shove it up your ASS!!
This is my second time flying with American Airlines.. last time they lost my wife's luggage in Saint Lucia. This time you risk my life and put me in a broken Plane.. and you think the nightmare ends there? nope.. On our flight back home out of Miami.. on our last flight home.. We refused to check any bags because you lost our luggage once... So we only take Carry ons from now on.. So what do you do? You put an asshole who after 3 flights.. decides that my wife's luggage is now all of the sudden oversized. it wasn't oversized 3 flights ago.. but is now? how convenient.. he made her put it in the measure for carry on.. Which it fitted with no problems.. but he argues you had to force it in.. so u have to check it in.. Great
SO what happens. when we land? the luggage is delayed and extra 40 minutes..for some unknown reason.. so now our ride has to circle around over and over and over for 30 minutes.. thank you American Airlines for the horrible Experience
Looking back at least i didnt get a Federal Warning for asking for some OJ like this poor man did. This guy asked for some orange juice and the flight attendant flipped out on him.. she went as far as giving him a federal warning. Which could get him arrested. Luckily he had many witnesses to argue his side once the plane landed
here is my twitt updates of my horrible experience with American Airlines
- RightWingTurds Wow looks like i wasn't the only one who had a horrible experience with American Airlines i didnt get a federal warning http://bit.ly/7BFt96
-
RightWingTurds American airlines made me check in a bag because it's oversized it was oversized 3 flights in a row weird #Americanairlinessuck - RightWingTurds Back in the USA but it looks like American airlines still sucks balls #AmericanAirlinesSuck
-
Dasani_01 @RightWingTurds That is terrible. I hope they get you moving and heading to your destination sooner then later! - RightWingTurds #Americanairlinessuck I guess been on board of a new plane doesn't mean we leaving soon. Waiting for the bags to get loaded 3 hour delay
- RightWingTurds I don't know what's worse that the plane was broken or that they flew a broken plane and we had to fly back midflight #Americanairlinessuck
- RightWingTurds RT @mklprc: . @RightWingTurds American Airlines is like American cheese. And for the same reason. / they stink? #Americanairlinessuck
- RightWingTurds Almost 2 hours later we are on the runway again. Let's hope this plane doesn't break too #Americanairlinessuckballs
-
mklprc . @RightWingTurds American Airlines is like American cheese. And for the same reason. - RightWingTurds American Airlines says on the way out of the plane "plane doesn't serve food so we recomend u buy food while u wait" thanks 4 thetip asshole
- RightWingTurds Wow it's 2:57 we suppose to arrive in Jamaica at 2;45 and we are now in a different gate damn u #American airlines #Americanairlinessuck
-
suzi527 @RightWingTurds SCARY!! Glad you are ok! Where ya going? Somewhere fun I hope? - RightWingTurds @suzi527 apparently I did fly in a broken plane the pilot turned the plane around midflight and flew back to Miami
- suzi527 @RightWingTurds Sorry for travel woes. I LOVE jetBlue! American, not so much. Bright side,least you didn't fly in a broken plane. Good Luck!
- RightWingTurds Plane is not good to fly we have to get in a different plane. Fucking American Airlines that's why i only fly jet blue
- RightWingTurds #American airlines we are missing cocktails and food from sandals that we paid for are u gonna reimburse me while I sit in the runway?
- RightWingTurds #American airlines did I mention the plane's power went completly off on the runway and the pilot said it was because it's an ol plane
- RightWingTurds Just landed back in Miami say they gonna diagnose the plane to see if it is safe to fly again. It's 2:03 let's see howlong this shi ttakes
- RightWingTurds American Airlines 2 MontegoBay is turning around midflight technical difficulties pilot "doesn't feel comfortable taking plane 2 Jamaica
-
mfpdx @RightWingTurds Jealous :)! Have a great time! - RightWingTurds Later tweeps Im off to Jamaica see ya later
Wednesday, August 12, 2009
BBB complaint response from the manager that talked to me
Like i said before I'm glad that verizon recognized their mistake and allowed me to get out of my contract. I'm porting my number out tomorrow friday and will be getting the new iphone.
I would of been a lot happier if it didn't take about 6 or 7 reps and hours on the phone with CSR s giving me every lie in the handbook.
Thanks Verizon and hopefully you get iphones so i will go back to you
On June 15, 2009, the business provided the following information:
Contact Name and Title: Tracy Waldon
Contact Phone:
Contact Email:
June 15, 2009
Better Business Bureau
of New Jersey
Attention: Desirea Struck
1700 Whitehorse Hamilton Square Road Suite D-5
Trenton, NJ 08690-3596
Re: BBB Case # 000000- Fernando Sosa
Dear Ms. Struck:
This is in response to the above referenced informal complaint filed on May 51, 2009 and received by Verizon Wireless on May 22, 2009. In his complaint, Mr. Sosa requested to cancel his service due to change in picture messaging charge per recipient. Mr. Sosa has contacted VZW on several occasions and has been given conflicting information. Mr. Sosa is requesting to cancel his service without penalty.
Upon receipt of your letter, I reviewed our records on account number 000000000-00001. I spoke with Mr. Sosa regarding his concerns. ERT advised Mr. Sosa he can cancel his service without penalty. Mr. Sosa will port his numbers out.
Verizon Wireless appreciates the opportunity to respond to Mr. Sosa's concerns. If there are any further questions or concerns, Mr. Sosa may contact me directly at (800) 000-0000.
Sincerely,
Tracy N. Waldon
Executive Relations
I would of been a lot happier if it didn't take about 6 or 7 reps and hours on the phone with CSR s giving me every lie in the handbook.
Thanks Verizon and hopefully you get iphones so i will go back to you
On June 15, 2009, the business provided the following information:
Contact Name and Title: Tracy Waldon
Contact Phone:
Contact Email:
June 15, 2009
Better Business Bureau
of New Jersey
Attention: Desirea Struck
1700 Whitehorse Hamilton Square Road Suite D-5
Trenton, NJ 08690-3596
Re: BBB Case # 000000- Fernando Sosa
Dear Ms. Struck:
This is in response to the above referenced informal complaint filed on May 51, 2009 and received by Verizon Wireless on May 22, 2009. In his complaint, Mr. Sosa requested to cancel his service due to change in picture messaging charge per recipient. Mr. Sosa has contacted VZW on several occasions and has been given conflicting information. Mr. Sosa is requesting to cancel his service without penalty.
Upon receipt of your letter, I reviewed our records on account number 000000000-00001. I spoke with Mr. Sosa regarding his concerns. ERT advised Mr. Sosa he can cancel his service without penalty. Mr. Sosa will port his numbers out.
Verizon Wireless appreciates the opportunity to respond to Mr. Sosa's concerns. If there are any further questions or concerns, Mr. Sosa may contact me directly at (800) 000-0000.
Sincerely,
Tracy N. Waldon
Executive Relations
I WON!!
I got a call from Verizon this morning and i was told that if i wanted i could get out of the contract without an early termination fee. Was very apologetic about the mixed information i have gotten from all the othr reps. Even gave me her direct line and extension and told me whenever I'm ready to port my number to give her a call. She even noted in my account not to charge me an EFT.
She was so nice i even questioned myself for wanting to cancel. But that moment was shortly lived as i remembered all the other rude and obnoxious reps i had talked before.
Verizon if you want to keep your customers you have to work on your customer service!!. Get an iphone and abide to your own contract.
Thanks Rip off report!!!!
She was so nice i even questioned myself for wanting to cancel. But that moment was shortly lived as i remembered all the other rude and obnoxious reps i had talked before.
Verizon if you want to keep your customers you have to work on your customer service!!. Get an iphone and abide to your own contract.
Thanks Rip off report!!!!
Email Battle Because phone calls aren't working
Email from the Verizon Rep
Dear Fernando Sosa,
Hello, my name is Judith. I regret that you are considering cancelling your service. You are a valued customer and we do not wish to loose your business.
Fernando, thank you for taking some time to speak to me. In speaking to you, you stated that you receive our notice to you, regarding your messaging service. Previously, when you sent one picture message to more than one recipient, it counted as one picture (or video) message. Per the letter you received, you will now be charged for picture/video messages delivered to each recipient. I am truly sorry for this inconvenience.
I am sorry that the changes mentioned in the letter you received did not impact the terms of your service agreement. Therefore, there is no compensation ( or waiving cancellation fees) to you, in the event that you decide to cancel your service. Please accept my sincere apology in this matter.
As promised, I am forwarding your concerns to a member of our management team for further review and consideration. While we do not wish to loose your business, please know that for now a cancellation cost will be applied should you decide to cancel your service with us. I hope you can consider maintaining your service with us.
Also, I see that you are now charged $15.00 per line, for a total of $30.00 ($15.00 X 2) per month for the Messaging feature. Since you are paying $30.00 for messaging, I recommend that you go back to the Nationwide Select Family share plan. Your primary line will be charged $90.00 per month, the secondary line will be charged $9.99 per month, per line. You will have access to the following:
• Unlimited Text, Picture, Video, and Instant Messaging to anyone on any network in the U.S. (including Puerto Rico) !!!
• 700 Peak minutes
• Unlimited Night and Weekend Minutes
• Unlimited Mobile to Mobile Calling
• Nationwide coverage with no domestic roaming or long distance charges
If you would like to enjoy the benefits of the recommended plan, please contact us by dialing *611 and pressing [send] from your wireless handset. We shall update your calling plan. You also may change your calling plan online at your own convenience by signing in to "My Verizon", clicking on the "Go" box located in the "My Plan" section at the top of your "My Verizon" home page
and choosing "Change to a New Plan. This calling plan change will not require you to extend the term of your Customer Agreement.
To view our available calling plans, you may click on this direct link to our website, where you will be provided with detailed information such as allowance of minutes and applicable roaming and long-distance charges:
www.verizonwireless.com/plans
Finally, in regards to the Federal Universal Service fund, the Federal Government imposes costs on wireless carriers to fund the Federal Universal Service Fund ( FUSF) program. This program promotes universally affordable telecommunications and information services to all Americans, including low-income consumers, eligible schools, libraries, and rural health care providers.
As I mentioned to you, we strive to conduct business with utmost integrity and we would never frequently apply unwarranted charges to your account.
We look forward to continuing as your wireless service provider!
We appreciate your business and thank you for using Verizon Wireless
Sincerely,
Judith
Verizon Wireless
Customer Service
------------ this is my response to her email ---------------------
Hi Thanks for replying to my email. I actually have been trying to figure out how to talk to a rep in writing. I believe every time I talk to a rep their story seems to change as the conversation progresses. As you can see per my previous email I got different stories and different excuses from every rep I talked to.
Now thanks to your email not i only have a voice recording now i have it in writing that these changes are affecting me adversely. I'm very thankful that you are apologetic but apologies aren't gonna work for me at this time. I want out of booth contracts without an early termination fee just as you contract states
Our Rights to Make Changes
Your service is subject to our business policies, practices and procedures, which we can change without notice. UNLESS OTHERWISE PROHIBITED BY LAW, WE CAN ALSO CHANGE PRICES AND ANY OTHER CONDITIONS IN THIS AGREEMENT AT ANY TIME BY SENDING YOU WRITTEN NOTICE PRIOR TO THE BILLING PERIOD IN WHICH THE CHANGES WOULD GO INTO EFFECT. IF YOU CHOOSE TO USE YOUR SERVICE AFTER THAT POINT, YOU'RE ACCEPTING THE CHANGES. IF THE CHANGES HAVE A MATERIAL ADVERSE EFFECT ON YOU, HOWEVER, YOU CAN END THE AFFECTED SERVICE, WITHOUT ANY EARLY TERMINATION FEE, JUST BY CALLING US WITHIN 60 DAYS AFTER WE SEND NOTICE OF THE CHANGE.
Also about the FUSC charge this is the part of the contract that states what i told you over the phone. This is not a TAX, You do have control over this fee. and it increased this month
Charges and Fees We Set
8 You agree to pay all access, usage and other charges and fees we bill you or that the user of your wireless phone accepted, even if you weren't the user of your wireless phone and didn't authorize its use. These include Federal Universal Service, Regulatory and Administrative Charges, and may also include other charges related to our governmental costs. We set these charges. They aren't taxes, aren't required by law, are kept by us in whole or in part, and the amounts and what's included are subject to change. You may have to pay fees to begin service or reconnect suspended service. Usage charges may vary depending on where, when and how you call. You have a Home Rate and Coverage Area and a Local Calling Area (which may be different). When you call from inside a Local Calling Area to somewhere outside of it, or call from anywhere outside a Local Calling Area, there may be toll, regional calling or long distance charges in addition to airtime (we provide or select the long distance service for calls on our network). When you make a call inside your Local Calling Area that uses a local phone company's lines (for example, a call to a typical home phone number), we may charge landline or connection fees. We charge airtime for most calls, including toll–free and operator–assisted calls. Additional features and services such as operator or directory assistance, call dialing, calling card use, Call Forwarding, data calls, automatic call delivery, Voice Mail, Text Messaging and wireless Internet access, may have additional charges. Features such as Call Waiting, Call Forwarding or 3–Way Calling involve multiple calls and multiple charges.
I look forward to talk to your manager. hopefully he will be calling me back unlike the two managers that suppose to call me by monday night. since i was told you guys have a policy of call back
withtin 72 hours. hopefully your manager will call me back
In the meanwhile I will be filling a FCC and BBB complaint on top of my rip off report i have already filled. I will also send a copy of this email and my previous email to the attorney general in Florida, your VP of costumer Service and all the emails i was able to get a hold of in the internet.
This lack of costumer service and violations of your own contract will not go unheard and i will tell everyone that i know about my situation. At this time is not longer about money it is about principle
Thank you
Ps i apologize if i sounded mean or anything in this email. This is not personal and i know you are doing your job and to make a note you were very nice and helpful over the phone.
Dear Fernando Sosa,
Hello, my name is Judith. I regret that you are considering cancelling your service. You are a valued customer and we do not wish to loose your business.
Fernando, thank you for taking some time to speak to me. In speaking to you, you stated that you receive our notice to you, regarding your messaging service. Previously, when you sent one picture message to more than one recipient, it counted as one picture (or video) message. Per the letter you received, you will now be charged for picture/video messages delivered to each recipient. I am truly sorry for this inconvenience.
I am sorry that the changes mentioned in the letter you received did not impact the terms of your service agreement. Therefore, there is no compensation ( or waiving cancellation fees) to you, in the event that you decide to cancel your service. Please accept my sincere apology in this matter.
As promised, I am forwarding your concerns to a member of our management team for further review and consideration. While we do not wish to loose your business, please know that for now a cancellation cost will be applied should you decide to cancel your service with us. I hope you can consider maintaining your service with us.
Also, I see that you are now charged $15.00 per line, for a total of $30.00 ($15.00 X 2) per month for the Messaging feature. Since you are paying $30.00 for messaging, I recommend that you go back to the Nationwide Select Family share plan. Your primary line will be charged $90.00 per month, the secondary line will be charged $9.99 per month, per line. You will have access to the following:
• Unlimited Text, Picture, Video, and Instant Messaging to anyone on any network in the U.S. (including Puerto Rico) !!!
• 700 Peak minutes
• Unlimited Night and Weekend Minutes
• Unlimited Mobile to Mobile Calling
• Nationwide coverage with no domestic roaming or long distance charges
If you would like to enjoy the benefits of the recommended plan, please contact us by dialing *611 and pressing [send] from your wireless handset. We shall update your calling plan. You also may change your calling plan online at your own convenience by signing in to "My Verizon", clicking on the "Go" box located in the "My Plan" section at the top of your "My Verizon" home page
and choosing "Change to a New Plan. This calling plan change will not require you to extend the term of your Customer Agreement.
To view our available calling plans, you may click on this direct link to our website, where you will be provided with detailed information such as allowance of minutes and applicable roaming and long-distance charges:
www.verizonwireless.com/plans
Finally, in regards to the Federal Universal Service fund, the Federal Government imposes costs on wireless carriers to fund the Federal Universal Service Fund ( FUSF) program. This program promotes universally affordable telecommunications and information services to all Americans, including low-income consumers, eligible schools, libraries, and rural health care providers.
As I mentioned to you, we strive to conduct business with utmost integrity and we would never frequently apply unwarranted charges to your account.
We look forward to continuing as your wireless service provider!
We appreciate your business and thank you for using Verizon Wireless
Sincerely,
Judith
Verizon Wireless
Customer Service
------------ this is my response to her email ---------------------
Hi Thanks for replying to my email. I actually have been trying to figure out how to talk to a rep in writing. I believe every time I talk to a rep their story seems to change as the conversation progresses. As you can see per my previous email I got different stories and different excuses from every rep I talked to.
Now thanks to your email not i only have a voice recording now i have it in writing that these changes are affecting me adversely. I'm very thankful that you are apologetic but apologies aren't gonna work for me at this time. I want out of booth contracts without an early termination fee just as you contract states
Our Rights to Make Changes
Your service is subject to our business policies, practices and procedures, which we can change without notice. UNLESS OTHERWISE PROHIBITED BY LAW, WE CAN ALSO CHANGE PRICES AND ANY OTHER CONDITIONS IN THIS AGREEMENT AT ANY TIME BY SENDING YOU WRITTEN NOTICE PRIOR TO THE BILLING PERIOD IN WHICH THE CHANGES WOULD GO INTO EFFECT. IF YOU CHOOSE TO USE YOUR SERVICE AFTER THAT POINT, YOU'RE ACCEPTING THE CHANGES. IF THE CHANGES HAVE A MATERIAL ADVERSE EFFECT ON YOU, HOWEVER, YOU CAN END THE AFFECTED SERVICE, WITHOUT ANY EARLY TERMINATION FEE, JUST BY CALLING US WITHIN 60 DAYS AFTER WE SEND NOTICE OF THE CHANGE.
Also about the FUSC charge this is the part of the contract that states what i told you over the phone. This is not a TAX, You do have control over this fee. and it increased this month
Charges and Fees We Set
8 You agree to pay all access, usage and other charges and fees we bill you or that the user of your wireless phone accepted, even if you weren't the user of your wireless phone and didn't authorize its use. These include Federal Universal Service, Regulatory and Administrative Charges, and may also include other charges related to our governmental costs. We set these charges. They aren't taxes, aren't required by law, are kept by us in whole or in part, and the amounts and what's included are subject to change. You may have to pay fees to begin service or reconnect suspended service. Usage charges may vary depending on where, when and how you call. You have a Home Rate and Coverage Area and a Local Calling Area (which may be different). When you call from inside a Local Calling Area to somewhere outside of it, or call from anywhere outside a Local Calling Area, there may be toll, regional calling or long distance charges in addition to airtime (we provide or select the long distance service for calls on our network). When you make a call inside your Local Calling Area that uses a local phone company's lines (for example, a call to a typical home phone number), we may charge landline or connection fees. We charge airtime for most calls, including toll–free and operator–assisted calls. Additional features and services such as operator or directory assistance, call dialing, calling card use, Call Forwarding, data calls, automatic call delivery, Voice Mail, Text Messaging and wireless Internet access, may have additional charges. Features such as Call Waiting, Call Forwarding or 3–Way Calling involve multiple calls and multiple charges.
I look forward to talk to your manager. hopefully he will be calling me back unlike the two managers that suppose to call me by monday night. since i was told you guys have a policy of call back
withtin 72 hours. hopefully your manager will call me back
In the meanwhile I will be filling a FCC and BBB complaint on top of my rip off report i have already filled. I will also send a copy of this email and my previous email to the attorney general in Florida, your VP of costumer Service and all the emails i was able to get a hold of in the internet.
This lack of costumer service and violations of your own contract will not go unheard and i will tell everyone that i know about my situation. At this time is not longer about money it is about principle
Thank you
Ps i apologize if i sounded mean or anything in this email. This is not personal and i know you are doing your job and to make a note you were very nice and helpful over the phone.
Another two Reps more LIES!!
I called again on Friday the 15th
I talked to Markia rep #2656 I asked her to read to me the last notation from rep James Stankuy had posted in my account..
She read to me " The Customer wants to get out of his contract because the new "Price Changes on our Picture and video Messaging". These Changes are affecting him adversely and he should be able to get out of his contract."
After She was done i thank her and told her i had just recorded her on my phone. Little voice command thing my cell phone has :).
I then told her that one of your reps admitted that these changes are affecting me adversely and quoted their own contract.. She went and talked to her manager and she came back.. she said she knows it's affecting me adversely but is not gonna wave the fee. I asked to talk to her manager.. her manager was even worse.. once i explain to him my situation and quoted the contract. he said he didnt have a copy of the contract. he then said he didn't have a copy of the contract so i told him to go to his web page is at he bottom under customer agreement. He later said he didn't have access to their own Verizon wireless website. Finally he said even if he wanted he didn't have the power to wave my fee. So he transfer me back to Customer Loyalty dept
I talked to Judy # 6500 then she started a brand new lie. she said that the notice on my bill wasn't a new change. This was the original pricing and it was just a reminder. I told her to read the tittle "Picture and Video Messaging Pricing Change Effective 05/03/09" why does it say PRICING CHANGE and Effective 05/03/09. She then went back to saying that is the way it has always been!!
Picture and Video Messaging Pricing Change Effective 05/03/09, when you send a picture or video message to multiple recipients, you will be charged once for each recipient. If you already have a messaging bundle, these messages will apply towards your bundle quota. If you are on a Pay-as-You go plan or exceed your bundle quota, you will be charged $.25 per recipient.
Then i told her my Federal Universal service had gone up this month... she said it was a tax and it didn't affect me either. despite the fact that this is not a TAX that they are required to pass to the consumer.. it's a tax that they have to pay but they choose to pass it on to the consumer. go to the FCC website
http://www.fcc.gov/cgb/phonebills/samplePhonebill.html#Carrier%20Universal%20Service%20Charge:
After a long time i asked to talk to her manager.. once again they didn't have a manager in the loyalty dept. I'm starting to think this dept has no managers or supervisors. Has anyone talk to this mysterious people?
I talked to Markia rep #2656 I asked her to read to me the last notation from rep James Stankuy had posted in my account..
She read to me " The Customer wants to get out of his contract because the new "Price Changes on our Picture and video Messaging". These Changes are affecting him adversely and he should be able to get out of his contract."
After She was done i thank her and told her i had just recorded her on my phone. Little voice command thing my cell phone has :).
I then told her that one of your reps admitted that these changes are affecting me adversely and quoted their own contract.. She went and talked to her manager and she came back.. she said she knows it's affecting me adversely but is not gonna wave the fee. I asked to talk to her manager.. her manager was even worse.. once i explain to him my situation and quoted the contract. he said he didnt have a copy of the contract. he then said he didn't have a copy of the contract so i told him to go to his web page is at he bottom under customer agreement. He later said he didn't have access to their own Verizon wireless website. Finally he said even if he wanted he didn't have the power to wave my fee. So he transfer me back to Customer Loyalty dept
I talked to Judy # 6500 then she started a brand new lie. she said that the notice on my bill wasn't a new change. This was the original pricing and it was just a reminder. I told her to read the tittle "Picture and Video Messaging Pricing Change Effective 05/03/09" why does it say PRICING CHANGE and Effective 05/03/09. She then went back to saying that is the way it has always been!!
Picture and Video Messaging Pricing Change Effective 05/03/09, when you send a picture or video message to multiple recipients, you will be charged once for each recipient. If you already have a messaging bundle, these messages will apply towards your bundle quota. If you are on a Pay-as-You go plan or exceed your bundle quota, you will be charged $.25 per recipient.
Then i told her my Federal Universal service had gone up this month... she said it was a tax and it didn't affect me either. despite the fact that this is not a TAX that they are required to pass to the consumer.. it's a tax that they have to pay but they choose to pass it on to the consumer. go to the FCC website
http://www.fcc.gov/cgb/phonebills/samplePhonebill.html#Carrier%20Universal%20Service%20Charge:
After a long time i asked to talk to her manager.. once again they didn't have a manager in the loyalty dept. I'm starting to think this dept has no managers or supervisors. Has anyone talk to this mysterious people?
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