Never again!! The worst customer service!! Tech support etc..

I purchased the note book mini for Rogers Wireless. It has the built in rocket stick.. I signed a 3 yr contract and paid 100.00 for the mini. I pay 48.56 a month for the wireless service. My note book was maybe 3 months old. I came home for a long weekend to find the mini not working would not turn on and if it did turn on the screen was black.. After being on the phone with tech support for almost 3 hours they had me taking apart the mini doing things that i felt were not my job to do.. They then told me that they would send me a ups box to send it for repair. Oct 12 was when it was sent out. Today is now the 26th of Oct. I have been on the phone with customer 3 times since the 12.. I could not for the life of me understand their broken english I ask to be transferred to someone that knew what they were doing they could not even find any info on my case #. They would just keep transfering me to other people then I would have to say the same thing over and over. So today I spent 2.5 hrs on the phone with them again. I was wondering why the status of my mini was that I owed them 359.00 for repair. They had no idea why this was and that they would call me back,. I asked to speak to a supervisor and he told me that he is to busy to talk to me!!!! I was like are you kidding me.. HP is a JOKE. so not only did I get f@#k on the mini I am in a 3 yr contract with the thing and it dose not even WORK...
I will never ever ever buy an HP ever again.. Back to apple for me

Should of taken it back to Rodgers for an exchange.
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Don't EVER BUY HP again the worst customer service experience I have ever had.

$39 dollar to answer a question regarding a product you sell! Mathew employee [text removed for privacy] not only rude and not helpful but actually gave me the wrong number to call for his supervisor. An hour and a half of wasted time at work trying to get a simple question answered. I have never had a problem with Dell customer service or products. Now my employer knows and will never buy HP again as well. Hopefully by writing this it will save someone the time, energy, and headache. Keep doing business like that HP and you won’t have one.

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Absolutely the WORST customer service!!! Customer disservice is more Absolutely the WORST customer service!!! Customer disservice is more appropriate! Bring back support to the U.S.!! Bring back support to the U.S.!

Absolutely the WORST customer service!!! Customer disservice is more appropriate! Bring back support to the U.S.!

Hi richmc. I will only deal with the last part of your message.
You say that you want to use Outlook 2007 to collect your mail. That is not a problem, it is just an email client. BT do not supply this email client. Microsoft do.
You cannot expect BT to be able to assist customers with all the different email clients available to use. You can get the server details etc to set it up yourself.
Most ISP's are the same on support issues for things that they do not supply.
BT do have a paid support service if you did want to use it but for things like email setup it should not be needed.
You also say that you have your own domain names. These NEED to be hosted somewhere to be able to use them for email.
I don't believe that BT do hosting anymore(Could be wrong). So you would need to get in touch with a hosting company, someone like Nethosting, 1&1, GoDaddy etc to set up an email hosting account and then set up your email client to your hosting companies email servers.
toekneem
http://www.no2nuisancecalls.net
(EASBF)

Switching to Comcast: Verizon has given me the WORST customer service over the past 7 days.

I've been a loyal Verizon customer for more than 2 years. Last week, I called to transfer my service to a new address. The phone call went well, and I was promised that a technician would come the next day. After ending the call, I found out that was a lie. It would actually be 7 days later. I called back to change the date, and was told that a new order would be submitted, but since it was a Friday evening, someone would call me on Monday to confirm an installation date/time. No call came. I called again today and was told that the customer service rep would call me back in 15 minutes. That was a lie. He did not. I finally got someone on the phone, and SURPRISE! I learned that there was NEVER an order for my new service. And, no technician would be available for 7 days. This is deplorable and shameful customer service. Several lies, no follow-up when promised, and a seeming inability to get service installed for a long-time customer.
I went to Comcast's website and within 7 minutes, I was able to sign up for new service and schedule an appointment within 48 hours. Take a lesson, Verizon.

Hi,
I recently moved also, and i received a confirmation for my order saying that I would have a technican to install on Saturday July 5th from 8 t0 9am. I called multiple times before July 5th to see if there was any available slot for a sooner instalatlion, but unfortunately nothing. The multiple representatives I spoke to said that my order was confirmed, and a technician will be there on July 5th. Surprisingly, I received no call from anyone saying the installer would not be able to make it, or about the appointment being postponed. I went into work late, and still did not have Verizon triple play installed. I spoke to customer care, and was told after waiting about 45 minutes that the representative will call me back, since she could not reach to the technician.
Later that day my sister spoke to a representative, while I was at work, to see what the resolution was to the previous call. The representative she spoke to stated there was no technician assigned, and the dispatch center was not responding. So she will put a note on the account, for service to be installed on July 6th. The window was from 8am to 10am. I have still not had a technician come to my house and it is July 6th 11:40. I called to follow up on the appointment, but I was informed that the appointment is now scheduled for Monday July 7th from 8 am to 12pm. I did not authorize any changes to this appointment, and defiantely did not get any call or email stating there will be some changes. The representative informed me that a manager named Felipe authorized the technician to not show up for the appointment today, and just go tomorrow. This was not even told me to me, so i can make adjustments to my daily schedule. Does Verizon expect people to be available when their technicians are available to work? There is no professionalism going on here. Timeliness and accurate information is not something Verizon understands clearly.
I would like a reason as to why this is happening, and when I will be a satisfied customer? I have had no complaints with Verizon prior to this, and NEVER received such horrible customer service. This is totally unacceptable. Verizon has horrible customer service, and I will no be recommending anyone to get Verizon Fios. My sister has 4 lines with Verizon, that she will be cancelling due to this horrible experience, and my family members that recommended Verizon to me will all be leaving if there is no resolution to this. This is highly unacceptable.

X240 complaint - the worst customer service/experience I have ever had

Hi All,
I may be having the worst customer experience of my life (hopefully). Here is a summary of my tale:
I am about to enter the final stage of a PhD and start tutoring, so I need a portable laptop.
I believe that Lenovo is a professional company, which will provide quality laptops and good service. I choose them over dell and apple.
February: Buy x240 with 3 year warrenty. 1 month for laptop to arrive. Comes with a Dead pixel near middle of screen.
March: As permitted by my warranty, I replace hard drive with new working ssd - it fails smart disk test after a few days in laptop
I replace hard drive with new working ssd - it fails smart disk test after a few days in laptop
April: After two new samsung ssds failing (and the third one I bought not having any issues in my desktop) and five installs (and two months wasted) I ring a CSR
I explain I think I may have an issue with the motherboard. He says, send in the laptop and the SSD and we will replace/fix it. I clarify several times that the HD is not the one I recieved with the laptop. He says it is no issue. I get sent a box and send the laptop in.
May: A week later I recieve call from CSR (ALVIN) saying that I will need to pay for new hard drive. He obviously doesn't understand my issue at all. I am unwilling to pay unless they send me back my disk so I can get the refund on it. He says he will get back to me. I say I will take a quote as I want to see if it is reasonable.
After a few days, I call to see what is happening. I am told by ANNE that they will fix my motherboard for free and send me the hard disk back, but charge for the new hard disk put in.
I get a a quote for $484 charging for courier costs and service. No information as to how it relates to the parts
I refuse to accept the quote and send an email explaining the issue, and that I need the laptop back asap as I am leaving the country soon.
I get a message back saying we will send you a new quote. I am also told that they tested the computer and the motherboard is at fault (contradicting what I was told before)
After a week or so I get a new quote for $484. The issue description has changed and they have screwed up the tax charge. No information as to how the charges relates to the parts being replaced, or what I will even get
After some more emails I am getting emails, and they won't even put their name on the email, so that I can see who I am talking to (even when I ask)
'[email protected]'; '[email protected]'; '[email protected]' are my case managers but they are impossible to contact, and not very useful
I find out that I cannot get a rfund on the SSD I sent as it has taken too long for me to claim (I lose $169 that it cost me)
I buy an Macbook pro with applecare to use as my laptop in future.
After a few more emails, I ring a CSR, they tell me that there was a mistake with the last quote and I will get a new one.
Five days later, I call about the issue. I am told that the depot has not got back to them, but that I will get a call the next day and a quote.
I don't get a call or a quote. I ring again and I am told that some other department is handling it, and that I need to wait.
I think it has nearly been a month now that they have had the laptop for now, and I have yet to use myself as it has broken every time I set it up. I am just glad I can afford to buy a different brand of computer, otherwise I would pretty screwed as I need my laptop to travel on the 6th of June.

Just an update. I still haven't got it back (I leave the country in 4 days) and I asked for it to be returned over a week ago. Sent a email in last week (after calling and being told things would be sorted) Just going to ring up again and ask them what is happening now.

The Worst Customer Service of My Life and Why I Will Never Shop at Best Buy Again

This afternoon I decided I wanted to buy a Playstation 4. I discovered, while browsing Best Buy's website, an offer to trade in a PS3 Slim and controllers for $100 +$10 per controller. I took in the console, three controllers, and two games valued at $12 and $5 respectively for a total of $147 in trade in value. I knew what I was supposed to be getting when I walked in the door.
So I enter store #1155 (Charlotte-Northlake) with the intention of trading in my PS3 and accessories, for a PS4 Destiny bundle. A very simple transaction, that could have easily been handled quickly (and was later handled quickly and painlessly by GameStop). I approach the desk and encounter this lethargic looking automaton named Ashlyn. Or something like that. I explain to her what I want to do, and how much I expect to get out of the trade in. She says "Well, you'll get whatever comes up on the thingy". So I set my console, 3 controllers, 3 cords (HDMI, power, controller), and two games on the counter next to the thingy (computer) and she proceeds to test to see if the console works. She incompetently moves the device and power cord over to the plug in station/screen to see if it works. After much confusion over which plug goes in what hole (I literally watched her try to plug the power cord into the HDMI slot), they stand around trying to turn on the controllers and connect them to the console. She finally discovers she needs the controller cord and asks me for it. I look on the counter to discover that it is no longer there. So I run out to the car to see if it's there, and it isn't. I come back in, and ask her if maybe she dropped it when she picked up the power cord, and she looks at someone else and says in her best impression of an incredibly rude person, "He only brought in two cords". I told her to look on the floor, and of course she found it. So they plug everything in, everything works, great. Now punch in whatever it is you punch in on the thingy and give me my PS4. Nope. Now she has to spend 20 minutes sighing and shaking her head at the computer while repeatedly asking me if my PS3 slim "is 500 GB" to which I respond, literally every time, yes. Eventually she gets help from a distracted eastern european co-worker who asks me "How much is it?" and I say "100" to which Ashlyn replies in another fantastic impression of a terrible customer service worker "He told me it was 500". I clarified that I meant $100 and 500 GB and they proceed to shake their heads and sigh at the screen as they fail to understand what I can only assume were heiroglyphics. So at this point Ashlyn has called me a liar twice, and has not once made eye contact with me, or attempted even the most basic customer service. She finally comes to the price of $117 dollars which I say "That's not right, did you get the controllers?" Naturally she did not. But also neither of them knew how to use the heiroglyphic thingy in front of them, so finally they said "Well, we can't do it in our system, so you'll have to take $117". I said no, took my stuff, and walked out. Ashlyn is a terrible customer service "specialist" and should be quickly fired.
Part 2:
So shaking and fuming I walk out the door to my car with my console and accessories in tow, and decide to call the other Best Buy near me at Concord Mills (Store #268). So I call, explain what I went through, and the girl on the other end of the line says "Oh, some people just don't know where to find the the right thing to do it" and said I could come down there and get it taken care of. So I head down to Concord Mills with hopes of finally making my simple transaction. I get there, tell the girl at the desk what happened, she more or less ignored me, and said she had to take it in the back and test it. Fine, do your thing. She comes back, and says "Where did you see the hundred dollar thing?" so I look it up, and WHILE I'm looking it up she says "I know what deal you're talking about, but I can only give you $40 dollars because this is in poor condition" once again in what I can only assume is corporate standard "Terrible Customer Service Rep Tone". I told her that a console is still in good condition if nothing is broken and it works perfectly, and that a few scratches don't mean "poor condition", this isn't a disc. She says "I'm not marking this as good condition, all I'll give you is $40." so I angrily picked up my stuff, and walked over to the GameStop in the nearby mall. Told him what happened, he took the console, checked that it worked, gave me $140 for everything, I paid the difference for a PS4 and they sent me on my way. 15 minutes. 2 hours of rude customer service reps at Best Buy sent me to GameStop, and I will honestly never set foot in Best Buy again.
So that's my story.
{Removed per Forum Guidelines}
Charlotte, NC Resident and Former Best Buy Customer

Hello puckettsd,
My younger brother got his hands on his own PlayStation 4 a few months ago, and ever since then, I don’t think he’s talked about anything else. In fact, whenever I go to my parents’ house for a visit, I can always hear him discussing game strategy with his friends through his headset. While I’m not much of a gamer myself, I certainly understand the PS4’s appeal, so I can see why you were excited to take advantage of our Sony PS3 Slim Trade-In offer and trade up to the new console. It’s disappointing to hear that your visit didn’t go as smoothly as planned though, and I’m sorry for any frustration this caused while you tried to figure this out on your own.
With any trade-in offer, we should always be assessing the item in question to determine its condition. This is done to make sure you are getting the best offer possible. An item may fall under in four categories - Good, Fair, Poor and Substantially Impaired/Not Working (see here for descriptions). As Ashlyn wanted to figure out which category your PS3 Slim fell under, she took the time to see if your console powered on and made sure your controllers worked properly. This doesn’t explain why she may have had difficulties adding on your controllers to the promotion though. If an associate isn’t sure about how to do something within our systems, they should be asking a member of leadership for guidance. I’m sorry if oversight caused you to leave the store unsatisfied.
Having said this, I appreciate it that you were willing to provide us a second chance and visited our Concord Mills store. I can understand your frustration though if this store didn’t feel that your console met the terms of the promotion and therefore didn’t meet minimum $100.00 offer. In the terms and conditions of the trade-in offer, we do state that the console must be in good condition to qualify. I truly apologize for this discrepancy. Regardless, I’m glad to hear that you were able to trade in your PS3 Slim for a new PS4 console, even if it wasn’t through us.
Experiences like the one you describe are never ones we like to hear, but thank you for taking the time out of your busy day to let us know about it. As a company, we realize there may be areas in need of improvement, and without feedback like yours, we wouldn’t be able to identify them properly to promote better service. Please know that I have documented your concerns as this a great opportunity for the store to learn from, and it is my hope that you give us a second chance in the near future.
Respectfully,
Alex|Social Media Specialist | Best Buy® Corporate
Private Message

Could this be the worst customer service ever???

Hi - not used the forum before, but have had the most unbelievable time trying to deal with BT. The simplest way to illustrate how abysmally terrible they have been is to paste below the letter of complaint (and the follow up 2 weeks later) that I have sent to BT. It is long, but shocking reading, and compelling if you have ever had experience of what BT ironically calls "Curstomer Service". No response yet, apart from a lame reply a few weeks later saying that they agree that the service was terrible, but that they probably won't do anything about it. As soon as the 8 weeks are up, I'm going to escalate this to http://www.ombudsman-services.org/
Am I missing something here? Am I expecting too much of BT? Am I making a fuss over nothing? Or does this resonante with anyone who has had dealings with them?
ORIGINAL LETTER (5th NOVEMBER):
Dear British Telecom
I am afraid that I need to make a formal complaint about my treatment at the hands of BT over the past 6 weeks.
I received a MAC code from BT at the start of September which I tried to use to switch to another supplier. The supplier told me that when I had signed up to BT Infinity with you last year, this had made the line incompatible for the ADSL service that I was now requesting and the line needed to be downgraded. I originally called BT on 13th September to request that this be done, and spoke to a woman called Jackie. She agreed that it was remiss of BT not to have explained the implications of the switch to BT Infinity when I was offered the deal, and so agreed to arrange a manual downgrade of the line to avoid triggering a contract renewal. She told me that the work would be complete by 23rd September and that I would receive confirmation from BT that the work was to take place within 2 business days. No confirmation came through. I called again the following week and had 2 lengthy conversations, with one person telling me that no work was in progress, and another telling me that yes it was in progress. However, on 24th, the work had still not been done.
I called again on the morning of 24th for a very lengthy conversation (well over an hour), when after a lot of resistance, the person eventually explained that they didn’t know why the work had not been carried out, but it would definitely be carried out the next day. I asked her to assure me that if this was not done, then I would not be liable for any charges as a result of BT’s repeated failure to perform this work. She agreed to this.
I went on holiday the following day, and by the time I returned on 10th October, my other supplier, had still not managed to use the MAC code to switch to them, and it had now expired. It had been repeatedly rejected because there was an open order on the line.
I called again on 10th, and was told that they didn’t know why the work had not been completed, but it would be done by 14th. I was told I would have one month of broadband payments refunded, and that I would not need to make any further payments to BT, as it was BT’s fault that the work had not been done and I was still with you. I requested confirmation of this twice, to be sure that I had not misunderstood, and it was given twice in very clear terms.
Of course, the 14th came, and the supplier I wanted to switch to was still being told that there was an open order on my account. I called again on 14th, and this time was told that the work actually took place on 26th September, but that there was still an open order on my account. None of the many people I was passed to over the next couple of weeks was able to tell me what the order was for – one person said it was just an administrative item that needed to be closed. I spoke to many people who claimed that it was closed. Eventually someone agreed to do a little research and found some background processes running, which were eventually closed after several more difficult calls.
These calls were without exception long and difficult. I was often promised calls back with explanations, but not one ever came. I was often told that I needed to be put through to another department and that the person I was speaking to had spoken with them and they would be able to help me quickly and easily and were awaiting that I be transferred, but I was put through to a long phone queue and then spoke to someone who didn’t know anything about my case and was not able to help anyway. I had to repeatedly explain the situation from scratch to somebody new, despite being assured that this would not be necessary. In short, I spend very many hours that I really could not afford on the phone to BT to sort this out.
This was dereliction of customer service and a breach of your duty of care on a significant scale (in addition to the failure to supply the service downgrade promised, and then the failure to communicate that it had been supplied until I called many times more). The calls caused me significant frustration and distress, and affected my mood for a long time after. The hours I had to spend on the phone in a vain attempt to make myself understood by your people caused me to miss deadlines at work, to appear sloppy, and to present myself in a less professional way than usual due to the vexation caused by all of this. I could never have imagined that getting a simple request fulfilled could require such a significant expenditure of time, effort and internal strength.
My complaint is not that there was an initial error with the work, but that this error was not explained, investigated or put right despite extremely lengthy efforts by myself to communicate with BT what needed to be done. I was treated with disrespect many times, as people told me they were putting me through to specific people they had spoken to, but then just put me through to a long phone queue; people promised me confirmation texts/emails and update calls which never came; different people gave completely conflicting stories about what was going on with my account; people repeatedly assured me that everything was fine and the other supplier would now be able to place the order, and the other supplier was not able to place the order. These were not one-off events – each of these situations happened several times. I can only describe your customer service as consistently abysmal.
Finally, last week, the supplier I want to switch to was able to place the order and arrange for the takeover of my line and broadband which will take place next week.
Sadly, though, that is not the end of my problems with BT. In the early hours of this morning, I received 3 emails asking me to view and pay my new bill. This came to over £140 (up to now I have been paying £17 per month), and included an incomprehensible set of charges for “Line Rental”, “Broadband and Calls” (which included BT Infinity Option 2, which I do not have), as well as separate listings for “BT Broadband Option 3”, which I also do not have. There are no words to describe the shock and disbelief I felt upon opening this.
Throughout the whole process, I have been very clear and explained multiple times that my purpose has been to be able to switch to another supplier, and that despite being offered new contracts and new deals many times, this was not what I wanted. I only wanted to be able to switch as soon as possible, and so wanted no renewal of any contract. I was assured several times that this is what would be achieved. The comments on my latest bill refer to a “contract start date”, and so if there is any new contract in place, this has not only been done without my consent, but in contravention of my repeatedly expressed wishes. Whether the explanation for this is gross incompetence or corruption, it is not acceptable, and must be cancelled immediately.
I called again today, but again found myself talking to apologetic people who couldn’t help who passed me on to long phone queues which led to more apologetic people who couldn’t help.
Given that this has been going on for so long and given that the many promises made to me by BT have been repeatedly broken and given that I had been clearly and explicitly assured that I would not have to make any further payments to BT, as my switch was in progress and only BT was obstructing it from taking place; I am no longer prepared to subject myself to this treatment. Rather than paying you this money and giving you more of my time, I would expect significant compensation from you for the many many hours I have put in to trying to address the consequences of BT’s failures and for the resultant stress, that has affected other areas of my life and which continues to do so.
Please respond to this letter within 14 days, confirming that you will be cancelling the latest bill and any contract that you may have put in place, and advising me what level of financial compensation you feel would adequately compensate me for what I have been put through by BT. Naturally, you will not be proposing any credit to my account, as I will hopefully no longer be a BT customer in a few days’ time, and the balance on the account should actually be zero.
I look forward to your prompt response.
Yours sincerely
FOLLOW UP LETTER (20th NOVEMBER):
Dear British Telecom
I submitted the letter below via the complaints section of your website on 5th November, asking for a response within 14 days. The automated response said that you would normally respond to complaints within 48 hours, but at very busy periods this may take up to 96 hours. However, 2 weeks has now passed and I have received no response from BT.
I tried calling BT again on 12th November, after receiving a new bill demand. On the automated system, I asked to speak about my bill. The automated voice said “about your bill. Is that right?”, I said yes, but it put me through to the BT Options team, who were not able to help and eventually transferred me to the billing team. I spoke to one lady and to her manager, and was told that she would investigate the huge and confusing charges on my bill, and the promise that had been made to me that I would not incur ANY further charges, and that she would get back to me on my mobile number within 48 hours, and that if she could not reach me, she would call back until she did. I asked whether this meant that my bill would be on hold until she spoke to me again, and she clearly confirmed this. Of course, no call ever came, so my bill is actually still on hold now, according to she clearly told me.
Then, in the early hours of 18th November, I received 2 emails: one telling me that another provider had requested to take over my broadband service and that service would stop from midday on that day (even though it had actually been transferred to another provider more than a week earlier), and another thanking me for taking out a new 12 month phone contract starting on 18th November. Of course, I never discussed any new contract from BT, apart from stating very clearly on several occasions during my many calls with you that I specifically didn’t want to enter into any new contracts.
I called again on 18th to speak to the complaints department. I spoke to Angela, who told me that the complaint that I had made on the phone on the 12th, and the complaint that I sent via your site 2 weeks ago, and which I copy below, had both been ‘escalated’ to a woman in India called Sharon, who was supposed to have called me back by 14th. Angela said she would look into this, get hold of the complaint I had sent and read it carefully, and would look to cancel my bill and offer me compensation. As has been a common occurrence in my dealings with BT, she apologised for the way things had been handled so far and assured me that she would now take ownership of my case and would definitely call me back at 2.30pm with an update, even if the situation was not fully resolved at that point. She even re-confirmed my mobile number, but of course, no call ever came.
And, incredibly, this morning, I received another email from BT, telling me that as I hadn’t paid my bill yet, a late-payment charge had been added to it, and threatening me with a downgrade of my credit status.
Again, I feel compelled to emphasise the great frustration and stress that this situation is causing me. This is utter neglect of your duty of customer care, and there is nobody in your confusing maze of customer support phone services who has been able to understand and address any of my issues I have had over this extremely difficult 2 months. Several people have promised that they would take ownership of my case, and would stay in contact with me, but none of them ever has. There seems to be no way to meaningfully communicate with anybody at your end, even while the bills, and charges, and threats and confusing emails are coming thick and fast. This is now proving to be equally true of your complaints procedure – my complaint has been completely ignored.
As I requested in my previous letter (below), please cancel my bill immediately and propose what level of financial compensation you feel would reasonably compensate me for the extreme frustration and stress that I have been subjected to in recent months, which has affected other areas of my life, including my work and family life, and the time and trouble I have taken to try to reach you to get this sorted out.
I include a copy of my original letter below, and am sending this to you both by email and in the post. I would like a positive response within 10 calendar days of the date of this letter, addressing all of the issues I am raising. Beyond this 10 day period, I may take further action, which may include legal action and/or publicity about this case.
Yours sincerely

Update - in case anyone is still interested - Here is my response to them:
30th December 2013 – Our Response
Thank you for your proposal, which we do not find acceptable.
Not only does it ignore the promise that we were made by telephone in October that we would not receive any more bills from BT, as the fact that we were still with you had already been down to your negligence for some time, but it also ignores the abysmal service that you have given us and the resultant stress and personal inconvenience that you have directly caused. An apology and a weak offer to refund the difference between what we pay now and what we paid you is very very far from even beginning to make up for this. Your wilfully ignoring a promise that you had made in October and that we very clearly drew your attention to in our original letter is yet another example of this, as are your over-complicated "final" bills, which are not easy to make any sense of.
You say that you will feed back to the agents involved about the terrible service that they have given. This will make no difference. If only one or two agents had been involved in delivering a terrible customer experience, then maybe this may have helped, but the fact that your service has been so consistently and unswervingly catastrophic in every single interaction (and you will be aware that there are very many posts on forums all over the Internet singling out BT for similarly incalculably bad service) suggests that the problem is in your processes, your training and your staggering lack of customer service ethic. If you truly wish to make changes, your actions will need to be far more fundamental than simply scape-goating a few individuals who are doing nothing different from anyone else you employ. I do not hold any individual or individuals responsible for what BT has done, but BT as a whole.
I intend to refer this case to Ombudsman Services: Communications, but would welcome a response from you before 2nd January if you have anything further to add.
Best Wishes
Guy

The worst "Customer Service" I have ever had to deal with.

I have been a customer for 6 years. My monthly package once cost me $54.99, this month it has been increased to $74.99.
Two weeks ago I call (with a $0 balance) to find out why I am being charged this price for 15/5 speed, while new customers are paying $49.99 for 25/25.
I was told even though I was a long time customer there was NOTHING they could offer me. I was then told that they would issue a notice to customer retention and call me within 48 hours. They call never came.
Today my wife recieves an email stating we owe $180... Two weeks ago I owed $0...
I call and speak to another rep and I am told the best they can do is a $5 a month credit, they can't account for the $180 in charges and that I cannot receive the new customer price.
With that said, if this is how you treat loyal customers, then I am going elsewhere...

Hello Drodrigues24
Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you.
Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions.
To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".
Please keep all correspondence regarding your issue in the private support portal.

Comcast has the worst customer service

It is very disturbing that a company so big has no integrity. The customer service department is very unethical and their wait time is ridiculous. I was scheduled for a service appointment and no one came. When I called for an explanation I was told they did not have any. I asked for a manager and coincidentally the call dropped. The president of comcast should spend a bit more money on training his employees that on taking pictures making people believe he runs a perfect company. what people need to do os send as many certified mail letters to corporate office as they can with their complaints and maybe that way someone will listen... Im sure eventually they will end up with a class action suit which they very well deserve.

Yoyo77 wrote:
It is very disturbing that a company so big has no integrity. The customer service department is very unethical and their wait time is ridiculous. I was scheduled for a service appointment and no one came. When I called for an explanation I was told they did not have any. I asked for a manager and coincidentally the call dropped. The president of comcast should spend a bit more money on training his employees that on taking pictures making people believe he runs a perfect company. what people need to do os send as many certified mail letters to corporate office as they can with their complaints and maybe that way someone will listen... Im sure eventually they will end up with a class action suit which they very well deserve.
A class action suit will never see the light of day as the service agreement contains language requiring arbitration. When you agree to the terms you agree to this.

How do I talk to a real person? And does Verizon have the worst customer service of any business of any type?

This company is nearly impossible to communicate with! How can they continue to not address their inability to handle questions?

Customer service at 1-800-922-0204 or *611 from your phone. When you get to the phone tree select option 4 and say agent.

By far the worst customer service experience

I haven't had Comcast for a year and every time I contact customer service nothing is done correctly. It took them 3 months just t give me the correct package and on top of that none of my request have ever been "noted" in my account. I requested to do a payment arrangement in one of the local store branches and was told that my service will stay active as long as I kept up with the payment agreement . Well 2 days later my service was disconnected. I had tried contacting customer service for the past 3 days. Finally on the 3rd day someone FINALLY ANSWERS the phone JUST to tell me that they have no record of me requesting a payment arrangement and that I would have to pay the next 2 months balance upfront to restore my service. When I ask to speak to a manager I get told that the department I need to speak with is not available on Weekends ... I'm so over Comcast and am waiting for them to come get their equipment!!!!!

Not a novel but you wrote a short story!
http://www.t-mobile.com
http://www.att.com
http://www.sprint.com
Good luck at your new provider. However I think they are all starting to get just a bad as what you went through with Verizon.
Good Luck

I purchased a MS Surface. i want to put cs6 on that and I don't know how. Can anyone walk me through it. Contacting Adobe is impossible the worst customer service imaginable.

Can anyone out there tell me how to find my serial number on the PS app? Where is it?

Hi Erik,
I see your CS6 product registered under the Adobe ID you've used to log in here for the forum but I don't see the CS3. Do you have your CS3 serial, or is it possible it's under a different ID? I'll shoot you an email.
For installation on a device that doesn't have a media drive you can find legacy installers here: Other downloads
(Microsoft and Apple both do not sell systems with DVD drives these days, one of the reasons we're moving to download only and providing legacy downloads at the link above)

DSL Not Working for 7 Days and Tickets Closed without Resolution - Worst Customer Service

My DSL light has been blinking for 7 days. A technician came out Monday and checked inside my house and outside. He said the problem is outside, that there is an issue with the wires on the street. He said that the "Home Office" needs to internally switch the wires. The technician went to the "Home Office" which is right down the street but the technician was not at her desk so he put in a request for the wire to be switched. In the meantime, he manually switched the wires to get the internet working but said the internet would go down for 5-10 minutes when the "Home Office" did the official switch. When I got home from work, my internet was not working and my DSL light was blinking again. I immediately called Verizon and was told that my ticket had been closed and that a technician would need to come out again. Since the technician had already been in my house that morning and confirmed the issue was with the wires on the street and not my house, I told them no one would be home because I could not take another day off from work. It was understood that the technician could reach me by cell phone if he needed to talk to me but he was coming to look at the wires on the street. A visit was scheduled for the next day, Tuesday. I received a voice mail from the technician that he would be at my house in 20 minutes and would call me when he arrived. I never heard back from him and when I got home, my internet was still down. I immediately called Verizon to check on the status of the ticket. At first, the agent couldn't even locate my ticket but then informed me it was closed. I questioned the closure of the ticket since the problem had not been resolved. I then proceeded to be on hold for an HOUR while the agent tried to find out why the ticket had been closed. After an hour, the response was he didn't know and that I would have to open another ticket for an agent to come out AGAIN. The agent then insisted I needed to be home because the technician needed to check inside the house despite being told by me that the technician had already been in my house the day before and confirmed the problem was on the street. The agent then told me I needed to be home so the technician could update me. I told the agent the technician could call me on my cell phone since he clearly has the phone number since he called me on Monday AND Tuesday. The agent agreed and I gave my cell phone number again for the technician to call me. There are no appointments available until Thursday which will be 8 days since the internet went down. At this point, after 3 tickets opened, two that were closed without the problem being solved and two site visits with a third scheduled and 60 minutes on the phone,I am doubtful the issue will be resolved Thursday. I've reached the point where if the problem isn't fixed on Thursday, I am canceling my service with Verizon after six years. I shouldn't be paying for service that Verizon can't even provide because their own technician can't fix an issue with the wires outside my house.
This experience has been frustrating and the worst customer service I've ever experienced.

Your issue has been escalated to a Verizon agent. Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions. Please keep all correspondence regarding your issue in the private support portal.
If a forum member gives an answer you like, give them the Kudos they deserve. If a member gives you the answer to your question, mark the answer that solved your issue as the accepted solution.

Worst Customer Service Installing New Phone Line

I am experiencing the worst customer service i've ever dealt with. First it took 3attempts to set up a home phone line. Verizon scheduled me between 8am-12pm the first time and came around 2:30, no one was there. Second time we scheduled between 12p-4p, they came around 8:30am. No one was there. Then they wanted to schedule again 5 days later. I wasn't having it, so they schedule next day (Sat) between 8am-12pm. Finally a technician came. He installed a new phone line. I needed this line for my son who was coming home on house arrest. All of this was explained to Verizon. The longer it took them to install the line, the longer he would be in jail. After the line was installed, my son came home on Friday, 7/3. Some time on Sat 7/4 The line stopped working, and 1am he was re-arrested because there was no phone service.Today is the 9th and still there is no service. I sat in my cvar this morning from 7:45am to 1:15 pm waiting for a technician who was supposed to be there between 8am-12pm. After numerous clls to Verizon, and numerous promises to call me back, no one ever called back, and the phone is still not on. I have never had a customer service experience as bad as this EVER! I am so glad I have my wireless with Sprint. I have Verizon FIOS at my home in Jersey, but this phone is in Philly. To top it off, one Verizon employee tells me today that The house arrest equipment doesn't work with fiber optics. Why wasn't I told this when I first ordered the service? I'm still waiting for a Verizon Supervisor to call. My last call, i was conviently disconnected while being transferred to a supervisor. Because of Verizon's no care attitude, now it will probably take another week before my son is released again.

Hi chopsuper,
Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and look at the top of the middle column where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. The title of your post is the link. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.

Worst Customer Service at Store # 438 - San Diego Mission Valley

For the second time I experienced last night the worst customer service at any store I've been too. I don't know if the employee (Jackie) is to blame or General Management (or Corporate Training Management) but I have been so unlucky to have to speak with this person for the second time. I will describe the two experiences to see if this is the kind of Customer Service training this people get:
The First time I talked to Jackie at the Customer Service desk I was there to return a Camera I had purchase and was not happy with it. This time she informed me of the 15 days return policy (never looking at me or my eyes, always looking down at the computer, never smiling, sounding rude and with a tone of voice of are you stupid?). I had to inform her I was an Elite Plus Member and I was entitled to a 45 days return policy. To my surprise even though she went into her system and verified I was an Elite Plus Member she dared to tell me: "Maybe when you bought the camera you were not an elite plus member, so you were not entitled to the 45 days return policy". Then I assured here this year alone I had spent already over 10,000 dlls at that particular best buy store (mostly) and I was definately NOT NEW to the Elite Plus program, even mentioned I had been a Silver Member since 2009 with no stop. To my surprise again she insinuated I was a liar and said: "How can I be certain of that?"... I mean, are you for real? Do BB train people to talk this way to customers and call them liars? Why would I lie about this kind of thing? Why didn't she bother to check online when my Elite Plus Status kicked in? Anyway after arguing for a while and having to put up with her she offered the refund in a Gift Card which I said FINE, I had to get going, and anyway I usually buy a lot of stuff here, so that would not bother me. But she made me feel not welcome at the store and made me consider other store options with good customer service.
As if practially being called a liar wasn't enough, last night I had my second encounter with this same Jackie rep at the Customer Service at the same store. This time I was there to exchange a ASUS Transformer Pad I had bought in Vegas (during a trip I made there). The tablet was defective and battery only lasted 1 hour. I received the same treatment, (never looking at me or my eyes, always looking down at the computer, never smiling, sounding rude). Never explained my options or said, don't worry we will take care. She seemed so unhappy as usual and kept me in suspense to see what was going to happen until I asked her. She then said she was waiting for someone to pass by and go get a new tablet (which I was hoping for). After a few minutes somebody passed by she asked for the tablet and at the time of procesing the exchange she tells me: "where did you buy the table?" I responded in Vegas. So she said, ok well, there is a CA recycle fee you have to pay now. I argueed, I am not buying it, I bought it in Vegas and it was defective, I am only exchanging it, why am I am being now charged 3 dollars more? To my surprise what she responded was: "well, this is the way it is, if you don't like it, then go back to Vegas and exchange it there" (on a very "are you stupid" kind of voice)... Seriously I had enought and said, OK just charge my card and write your name on the receipt (which she gladly did).
I don't know if she is to blame or the Management at the Store is, but she obviously lacks people skills and definately has zero training. She knew I was an Elite Plus Member again and did not care to be a bit nicer about it. Honestly I had never experienced this kind of service anywhere before, she made me so upset I did not even want to talk to the General Manager or whatever available manager because I was then going to be extremely rude and I don't like to be that way. So I had to go home and cool down.
Then I decided to fill up the customer feed back and write about my experience, but I am also hoping to reach the corporate offices with this post. I am hoping the store gets a service audit in case you have any interest in us (customers) coming back and purchase at the store. People are moving to purchase online and there are plenty of stores and good offers to take advantage of, but I am one of those who love the store purchase experience (not at this bestbuy thought).
To finish my post I am telling you last night I had the intention to get a 4K 55" TV at the store after my exchange. Ask me if I went ahead with my 1,800 dlls purchase?

Hello saulillo,
There is never a circumstance where it is appropriate for our associates to behave in the manner that you describe. In addition, it is imperative that our representatives are informed on our policies and procedures -- such as our Return & Exchange Promise -- so that your experience is both smooth and painless. I apologize for your having to cope with such unprofessional behavior and incorrect information.
I will pass your remarks in full along to the store leadership team. It is my hope that they will use your feedback to ensure that you -- and our other customers -- have an improved experience on your next visit.
I am extremely grateful that you took the time to write to us about your experience.
Sincerely,
John|Social Media Specialist | Best Buy® Corporate
Private Message

Never again!! The worst customer service!! Tech support etc..

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