Appalling customer service. Problem with Infinity ...

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

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

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Truly Terrible Customer Service- Problems With Lenovo U410

Hello everyone,
I would like to share my Lenovo Customer Service experience.
While on holidays in Poland last August, I decided to buy a new laptop in one of the big electronic stores. The laptop, however, developed a fault on the second day. I thought it was a case of bad drivers causing the problem. After I returned from my holidays, the fault was still there.
I contacted the Lenovo Customer Service who requested a proof of purchase. I explained that the laptop was bought in Poland on holidays and sent them on the receipt. A day later, I got an email saying:
"Your machine has been booked in for a full repair at our service centre. Thank you for your proof of purchase.
In 2-3 working days you will receive a letter containing instructions regarding the booking of your collection. The letter will also contain very important terms and conditions in particular with regards to data loss.
Please follow the instructions and your machine will be repaired under warranty."
A few days later the machine was taken off me by a DPD courier for almost 2 weeks. In the meantime I had no other option but to use my father's laptop to do my final year college project.
I was delighted when I got the email:
"We have completed the servicing of your item.
Your item is now being packed and prepared for dispatch. You can track your package online..."
However, 30 mins after using the "newly repaired" laptop, the stripy screen came back! Needless to say, I wasn't happy. I contacted Lenovo again, their customer service agent apologised for the bad experience and said that the laptop will need to be sent back again. For me that meant another 2 weeks without the laptop!
This Tuesday, I finally received the laptop back. After using the laptop for an hour or so, the horrible stripy screen appeared in front of my eyes! This time I was absolutely infuriated!! The laptop was sent back twice and the same problem persisted. I got my phone and rang the Customer Service to ask what the hell is happening?!
The answer I got this time was that the laptop was purchased in Poland and therefore it is not covered by the International warranty!! A few months of dealing with the company, a couple of phone calls and sending the laptop off for a repair twice to be told that they didn't fix it because the machine is not covered by the International Warranty?!
This is my short story of my terrible customer experience! I am not satisfied with the way this company operates, takes my laptop off me, sends the laptop off to their repair centre in Germany to then say that they cannot fix it?! Could anyone who works for Lenovo please explain to me where is the logic in that?

I find it absolutely deplorable of Lenovo that there has been no posted response to this customer service issue. I have been trying to decide for a while now if it was worth purchasing a Yoga 2 Pro as it looked to have all the specs of a PC Hybrid I was hoping for. Well....how wrong could I have been...I had no idea how appalling the customer service is from this company!
Firstly, in the UK...there have been some nightmare stories of faulty items and ridiculous product shipping delays that just seem to keep changing without any thought for the consumer in explaining what the hold up is. If you want to see a fantastic daily updated example of this alone just have a look at the Lenovo UK Facebook product page. Just reading it for ten minutes is tragic. There are so many upset customers in there that it almost seems comical.
The shipping delays are pathetic, they will glady take people's money (including warranties on items that arent there!) and hold it in the Lenovo bank accounts but the slow service and response to those with faults displays a complete disregard for the consumer. I can understand a company being unable to keep up with high demand of a product if it is very good and in demand but this needs to be addressed with admission in communication. Simply advertising a product that people cannot access and dealing with the irate customer-in-waiting afterwards is not acceptable.
Let it be known that Lenovo through their own incompetence have lost a customer before he even purchased anything today. I can only hope that others considering making a purchase will see further posts like this and feel deterred in the same way. That way, Lenovo may finally see that they really need to up their game in terms of service and quality control. To the person that made this post, I can only feel sympathy for the problems you had with them and can only say that you are certainly not alone! Check out their UK Facebook page to see just how terrible the service is (including choosing to ignore the more upset customers while blowing the trumpet whenever someone's problem is "sorted"!).

Bad customer service- problems with apple purchasing - 2 apple IDs as living in 2 countries

I purchased iphoto. I have 2 accounts (apple IDs) as I have been living in 2 countries over past 5 years, I mistakenly reloaded the iPhoto with the wrong account. It is not always clear what account the app has been purchased on. Apple was not helpful to reimburse this purchase despite I have leagally purchased this before. This is not good customer service! In addition, this limits use of apple for global people.
Very disappointing! I guess since Steve Job's died, not only product quality went down but also the customer service.

Well, clearly you are very unhappy and as I'm sure you realise, I am just another user like yourself.   But I would still encourage you to try to reach an agreement.
I am sure Apple do not want a disgruntled customer spreading bad vibes and while they won't settle for the sake of it, write to the address below and set out your grievance.   But first review your apps.
Apple - Support - iTunes Store - Contact Us
I see you admit to mistakenly downloading iPhoto via the wrong account so they aren't entirely to blame.   And if this is something relating to an original purchase of 5 years ago, if I recall correctly, iPhoto08 was the version then.   Now we are on iPhoto 11 and having passed via iPhoto09. These upgrades were not free, and your records should show which version you have now and which past versions you have had.    Armed with this you will be better able to approach Apple.
Just a suggestion, you understand, I'm not out to defend anyone.

Customer Service Problems

After fighting with Verizon customer service over two service issues without any possibility of resolution I am canceling my account.
I’m doing this reluctantly because as a long-term shareholder of Verizon I would like to see the company succeed and keep profitable. Yet I am appalled by the cavalier, disrespectful, obstructionist treatment from your staff in dealing with customer service problems. When you were just the telephone company and operated as a monopoly in a regulated industry, you had to take customer issues seriously.   Now that you are an unregulated telecommunications giant it seems that you don’t feel the need to respond to your customers. Someone in your company needs to hear this and put a stop to these destructive business practices.
In brief, the first issue involved arranging a service call for interruption of internet service. The entire process kept me on the phone for a total of 3 hours over several days. I have given up my land line and use a cell phone exclusively. Verizon’s communication systems and staffing levels caused me to wait on hold for 10-15 for each person that I spoke to. Then each conversation averaged 10 minutes.   In addition, I was transferred to different departments but I did not understand the reason for the transfers. Then the pattern of hold-talk-transfer began again. Several times my calls were dropped necessitating more repeats of the hold-talk-transfer pattern. Some of your staff were South Asian and they either garbled or misunderstood English, thus prolonging the conversation beyond the average of 10 minutes.   During that time I incurred cell phone charges of $.45/ minute.
After the service was restored I called Verizon customer service and asked for a service credit to compensate me for those out-of-pocket expenses over and above 30 minutes which I consider to be a reasonable amount of time to arrange a service call. They denied any responsibility for the amount of time it took to arrange the service call or the amount of time to complain about their service. I was not happy with the outcome so I requested to speak with someone who was a decision maker and had authority to negotiate a settlement. I also asked to have them communicate with me through email. I was told that communicating through email was not possible. These calls followed the same pattern of hold-talk-transfer averaging 30 minutes each. I repeated myself to 3 or 4 people who wrote down my complaint before I got to a manager who had decision making authority. The manager denied any responsibility for the amount of time it took to arrange the service call and would not authorize a service credit.
The second issue involved billing. I signed up for auto-pay to have my monthly bill deducted directly from my bank account. Verizon’s computer system deducted the bill twice, overdrawing my account. I incurred a bank overcharge fee. The same pattern of hold-talk-transfer began for this complaint as well. The customer service staff refused to take responsibility for this error as well. Their solution required me to spend more time and incur extra expenses. I had to repeat myself to 3 or 4 complaint takers before I reached the same manager who denied my first request. He denied any responsibility for this billing problem too.   I had to have my bank retrieve the money under a fraud compliant.
Verizon is one of the largest *communications* corporations in the world.  If your internal systems can't handle customer service calls in a reasonable amount of time, then there is a problem. If your customer service staff is unwilling to take responsibility for such inadequacies and solve the issues that emerge from them, then there is a problem. If a customer has to contact the CEO of the company to try to resolve two service related issues, then there is a problem. When all of those actions prove inadequate, then there is a *communications* problem.
Customer service has flagged my account and put me down as a “problem” customer. Instead of offering even a token settlement, they are prepared to stonewall me by maintaining that the company is just not at fault and that they tried to solve the problems but I wouldn’t cooperate or accept their solutions. Early on in the process, if someone told me that Verizon messed up just a little, but still couldn’t compensate me, I would have accepted that, albeit reluctantly, and dropped the matter.
This is not the way I do business and I resent it when others don’t feel the need to honor any kind of code. I grew up working in my family’s retail liquor store. From the time I was a kid I learned four customer service lessons that I’ve carried over into my adult life:
Admit when you are wrong and try to make up for the mistake.
Never argue with a customer over small things.
Listen to the compliant and don’t just dismiss it out-of-hand
Try to make things right even though you may not be directly responsible for problem.
For my two problems, Verizon customer service staff didn’t even come close to following these common sense rules. I’ve learned that if you ask their customer service people they will repeat back to you some type of business code that they say they operate under. But their behavior tells a different story.
Unfortunately when I spoke with {edited for privacy} of the Executive Presidential Appeals office, I was taken somewhat aback by his manner and demeanor, which was coarse and inappropriate for a customer service discussion, and which I found personally offensive. He and members of his staff agreed to send me emails specifying which part of the Terms of Service they based their decisions on. To date I have not received the communications they promised.
Is this the image of your company that you want the public to see? Are you willing to just shrug off these complaints as an isolated case that is too small to concern yourself about? I’m afraid the answer will be yes. Not only do you feel that you are too big to fail, but you are too big to care.   Customer service means solving problems not manufacturing bad will and resentment.
My purpose in writing this note has been twofold: to make one last effort to solve my problem and to hope that someone will take note about the issues about customer service practices that are harmful to the company. I'd be happy to speak with someone with real authority to deal
with my issues but have no interest in repeating my past experiences.
It's too bad that this had to happen since the solution could have been so easy and simple.
I plan to publish some form of this letter and distribute it to the public.
Solved!
Go to Solution.

Therefore, I request to please clear this unacceptable due balance, and contact Experian to removed and clarified the mistake in my credit report.
RE:  Cancellation fee charged on internet DSL service charged by mistake. {edited for privacy}
A $65 balance remain for a cancellation fee on internet DSL service, by Verizon New York mistake.
In February of 2010, I set up my phone and TV in a vacation plan but keep my internet service active. After a month I had a vacation plan, suddenly without notification, my internet service was suspended and a cancellation fee was issued.
My final statement was $ 24.47. I cleared a check from Verizon.
I contacted Verizon online to request connect my internet service and discuss the issue on the cancellation fee. The response was that I should pay the internet cancellation fee, and paid a new activation.
After fighting with Verizon customer service over the unacceptable fee charge service issue without any possibility of resolution I cancel my home phone which was in a vacation plan.
Later I kept receiving the statement with this cancellation fee every month. I called and discussed the issue more than 6 times during the next 6 months, The entire process kept me on the phone for a total of 2 hours over several months. The costumer representatives responded that the issue was in an investigation.
Later,  a Collector company start chasing me to get the $65 paid. Phone number: {edited for privacy}, Inclusive, they made an offer to reduce the amount if I accept to pay or contact Verizon to request a clarification.
By the end of the year, I contacted Verizon costumer services one more time but the representative stated that the account is not visible anymore.
Convinced that the problem on this account was resolved, the second week of November, I called Verizon to reestablish my account with a new home phone number and Internet DSL connection.
The answer was that  following Verizon policy I was unable to get a new account if a balance remain.
After I explained the events, a manager (non-identified) who spoke to me by phone told me that Verizon will investigate the issue and I should wait for approval.
On November 16, my account was confirmed approved and clear of debt, therefore, Verizon welcome me back with Home phone and internet DSL Service and confirmation on my online registration.
New number:{edited for privacy} ; Email:{edited for privacy}
Also, during the months of January and February 2010, Verizon New York, made other charges mistakes in my account (See details below) that have been resolved with an apologize and a refund.
Events that prove the lack of training and support Verizon customer and billing service have.
Chronology of the emails exchanged between Verizon Ecenter and myself after I requested investigation with the charges.
01/10/10   I have contacted Verizon customer support regarding of a mistake in my internet service statement.Tracking # 430824. Reference: Duplicate charges for Internet Security suites service.
1/12/10 Verizon eCenter responded. Angela. ' Apologized for the inconvenience. 'The cancellation and credit will appear on the next bill'.
2/08/10 Verizon eCenter responded. Cheniqua. 'I have issued a credit of $6.52 for a Verizon internet security suite charges'; your internet charges
2/04/10 I have contacted Verizon customer support in regard of clarification in my Direct TV  statement.
Tracking # {edited for privacy}. Reference: Balance from Direct TV due to my recently requesting vacation plan.
2/06/10 Verizon eCenter responded (John) Verizon Bill statement: February 26 = $6,73 paid
2/06/10 I have contacted Verizon customer support in regard of a mistake in my home phone statement.
Reference: By mistake, international fee in my home phone (inactive line/vacation plan) was charged.
Tracking # {edited for privacy}
2/08/10 Verizon eCenter responded. (Linnette) 'I apologize for the error'.
A credit for the international plan has been applied to your account and will appear on the next statement.'
2/08/10 Verizon eCenter responded (Cheniqua) 'The regional essential calling plan does not qualify for a discount during vacation suspension. Which prove that my home phone was in a vacation plan.
2/15/10 I have contacted Verizon customer support in regard of a non-notified, neither requested suddenly suspension on my internet DSL service and charged a cancellation fee for this suspension.
Tracking # {edited for privacy}
2/16/10 Verizon eCenter responded (Michael) I am sorry for the inconvenience you have experienced.
Please contact our Consumer Sales and Solutions Center directly at 1-800-Verizon or (800) 837-4966
Monday through Friday between 8:00 AM to 6:00 PM Local Time.
2/16/10 Verizon eCenter (Sue) responded : I am sorry for the inconvenience you have experienced.
I understand your frustration and concern regarding canceling your internet service in error. In order to provide you with the best customer service, please contact our Consumer DSL Sales and Solutions department directly at (800) 567-6789 and a representative will be happy to assist you.
I stand on my decision of not pay for someone else mistakes.
Your actions have damaged my integrity as a good costumer and citizenship.
Without doubt after this problem get clearly resolved, you will lose this good costumer, get a negative feedback and I am planning to publish this letter at every web forum available.

Appalling Customer Service

My first post - pity it has to be a negative one. Below is an approximation (I didn't keep a copy) of a complaint I've just mailed to BT re their appalling customer service. I'd be interested to hear what other members think:
Dear Sir/Madam,
I ordered BT infinity2 on November 26th. My instillation date was supposed to be December 13th between 1-6pm. I received two texts and one email (together with several emails re the service I'd subscribed for) from BT reminding me about my instillation date. I had to take a day off work to allow the engineer access. At 3:55pm on Dec 13th I got a call from the number 08003289393. I answered but there was no response. Nobody called back and no message was left. At 4.22pm I called the number 08003289393 and heard an automated answer stating that BT had called and that if they needed to get in contact they'd call back. At approximately 5:50pm the engineer still hadn't arrived so I called BT customer service where I eventually spoke with Stephanie who told me that the engineer had overrun on his previous job and so handed my instillation back to the depot. She told me that the next available instillation date was January 7th 2013. I registered a formal complaint and received a text shortly afterwards saying that someone would call me by 8pm on Monday December 17th. This morning I received a text from BT stating "BT here. Sorry we missed your engineer visit. Your new visit is on 04/01/2013 between 1pm-6pm. Need to change? www.bt.com/ordertracking".
I feel this is appalling customer service. Why couldn't the engineer who called at 3:55pm have the basic manners and courtesy to call a second time or at least leave a message? I answered the call (and my mobile phone log proves this) but there was nothing on the other end. Why does a customer who took a day off work to be messed about by BT have to join the back of the instillation queue? It truely baggers belief.
My former internet connection was meant to run until December 19th but because of a "technical glitch" it was cut off on December 8th. My (now former) provider - Three - has apologised for this and told me that it has affected about 1,500 customers. For me it means I just need an internet connection asap.
My family and my wife's family live in Ireland. It's our baby son's first Christmas. Personal circumstances mean it's not possible to travel home for Christmas. We had ordered BT infinity so that we'd have a decent internet connection to talk with our families on skype over Christmas and particularly so that our son's two grandmothers could see him. My mother hasn't been in good health recently and she'd really like to see her grandson. I feel degraded to have to explain personal circumstances to demonstrate to BT the result of your organisation's and your engineer's appaling lack of basic courtesy to me as a human being (no mind as a customer). Words genuinely fail me to describe how disgusted I feel. Do you have any ANY respect for your customers? Do you think it's OK to just not show up, not make sure to get in contact and then just text with a new appoint time 3 weeks away?
I will tell about my experience to anybody who'll listen. I'd cancel right now but it seems BT infinity is the fastest connection in my area and it's sad (but probably true) that your competition are just as bad. It seems to be a race to the bottom in your industry. I've paid my line rental for a year in advance (almost 140 pounds) and will have to pay almost 30 pounds a month over the next 18 months for the pleasure of finding out whether you're just as bad as your competition or worse than them.
I'd like this matter to be sorted out asap and for your engineer, who didn't have the basic manners to contact me, to be made aware that his really unacceptable behaviour has a real effect - both emotional and in terms of time spent trying to sort it out.
Disrespectfully (just as BT have treated me) yours,
MY NAME
That's the gist of the message I sent. Perhaps some think I'm overreacting but it's not untrue to say that this has really inconvenienced me and caused real upset. I've never left a bill outstanding or even paid late in my life and yet customer service is beyond terrible.
One final question. Can anyone explain to me the difference between BT Infinity and Openreach? The cabinet closest to where I live has recently been covered in large BT Openreach stickers and that's why I initially signed up for BT back in November. Any info would be appreciated. I'd cancel my contract right now but the sad truth is that with the alternative provioders I'll have a slower connection and customer service will be little if any better.

Keith_Beddoe wrote:
Openreach are dealing with all service providers, BT Retail are not allowed to be given any priority.
Openreach are also dealing with a large backlog of faults due to the bad weather, and some of their Field Technicians have been moved to other regions, to help restore service to flooded communities.
There is nothing anyone can do about it.
They have some external contractors helping with Infinity installations.
I'm sorry Keith, but there is something someone can do about it - Simply keep customers informed of what's going on. If an engineer can't make an appointment, then the customer needs to be contacted and informed about the situation and a new date arranged as soon as possible. Read my original post. Is that kind of service acceptable? Are you seriously saying that "there is nothing anyone can do about it"? I hope that attitude isn't representative of BT, but I suspect after my recent experience that it is all too pervasive. I spent most of yesterday on the phone trying to get this issue sorted. When I eventually got through to the right people the manager I spoke with in the Order Management Dept. couldn't have been more helpful, was honest and explained what he could and couldn't do, took ownership and responsibility for my issue and gave me a number at which I could contact either him or one of his collagues. People like this (of which I have no doubt ther are many at BT) are a credit to the organisation and it's unfair on them that they have to deal with understandably very very frustrated and annoyed customers like me who have been totally messed about by BT's shockingly bad communications and dealings with customers. I don't have time to detail all the BS I had to put up with yesterday before finally talking with the manager in Order Mgt. who helped. Suffice to say I was given 3 (yes THREE) different installation dates (January 7th, then January 4th, then January 8th) none of which were acceptable to me and of course I've spent several hours on the phone at considerable expense to me - ringing on a mobile. It turned out my landline had been activated on December 13th (nobody told me this until I spoke with the aforementioned manager) and finally today I got a new appointment date of tomorrow between 8am-1pm. I'll believe it when it happens, but I am hopeful. All in all I'm grateful to those at BT who've been as helpful as they can be, but will not let this matter rest until I've been reimbursed for my expences and spoken with the Managing Director of Customer Services - Mr. Warren Buckley - whome I intend to inform at length about this sorry saga. I have free calls to BT now and believe me I'll be using them until I get to speak with Mr. Buckley. He's at the top of customer service and based on my experience he needs to pull his socks up. He mightent want to spend his valuable time speaking with a lowly customer like me, but he'll have to if he wants to stop my continually calling and asking to speak with him. Perhaps a conserted effort by customers like me could bring about an improvement in BT's customer service, but of course how many people will read this post... 10 at best I guess. Oh well, I'll do my bit anyway. BT need to simply get back to basics and treat people with basic respect. I (like probably 99.9% of people) am a reasonable person and if communication was as it should have been from the start there would be no issue and no drama. Incidentially, I have not yet received a reply to my original emailed complaint which was the basis of my original post despite being told that usually somebody responded within 24 hours, but certainly within 72 hours. It's now 96 hours. I'll post again tomorrow if/when my broadband is finally installed.

Customer service problems. Anyone at HP I can talk to?

I'm having a horrible customer service experience with HP with regards to a repair to my brand-new Pavillion PC. The problem has been ongoing for a month, and I'm never able to get a straight answer our of the customer support reps as to when the unit will be shipped back to me.
Is there anyone at HP I can talk to outside of the front-line customer service center to try and resolve this?

Tech_Rain - thanks for taking the time to reply to my post, I'm sure the hell I've been through with HP is hardly your fault, but frankly, your reply is indicative of the appalling customer service I've encountered with HP. Your post is hardly timely (over a month since I made my post), nor at all helpful.
I ended up calling tech support on a daily basis in order to try and expedite the process, and was given conflicting, incorrect information, and straight out lied to. Nobody seemed to have any clue as to when I could expect my computer to be fixed - a brand new computer which HP had delivered to me in a defective condition. After a comedy of errors involving misplaced warranty statuses, empty boxes being shipped to me, and general incompetence from tech support representatives, my case was transferred to a case manager.
This failed to improve matters. After the new expedited date for my repair came and went without the repair center ever updating my ticket, I was offered a replacement PC. The date when my PC was due to ship then came and went, another call to the case manager (who had again failed to call me with an update by the promised date), and I ask for my money back. Eventually, I receive a check.
Numerous HP representatives promised to call me back with updates on status. Never once did that happen. HP failed to deliver a working PC, failed to log a repair ticket until I called back a second time, failed to deliver a return box until I called back, failed to provide me with promised status updates, failed to expedite the repair as promised, failed to deliver on promised repair dates, and failed to ship a replacement computer by the promised date.
I took my check, spent it on components at newegg.com, and built my new computer myself - a process that took less time than it took HP to ship me my original defective computer.
All in all, a total failure on the part of HP to serve their customer. I will never buy another product from HP again.

Installation / speed problems with Infinity

I had Infinity 1 installed in mid September. I was promised 40.8Mb/s download and 6.1Mb/s upload, so I went for Infinity 1, knowing that the download would be capped at 38Mb/s.
When the Openreach engineer did the installation, he failed to check that our telephone extensions worked before he left. Unfortunately the main extension (with our main phone on) was not connected back in properly and didn't work. I reported this as a fault on the day, but fixed the wiring myself and cancelled the fault 24 hours later.
Since day 1 our broadband download speed has never got above 20Mb/sec. I finally reported this as a fault this week and have spent many a long hour since on calls to various customer services / engineering teams trying to get it resolved. There was discussion about whether it was a fault with the line, that there was an outage at our exchange etc. etc. I've done all of the tests asked, including resetting the Modem, disconnecting everything else from the Hub, disconnecting the phone lines from the Master socket etc., but none of these have increased the rate and the IP profile is still hovering around 19-20 Mb/sec. They think that the profile may have got locked to a low value when the fault was first reported on the line.
I'm now being told that the only thing I can do is request an engineer visit with the possibility of a £130 fee if they deem that the fault is due to anything in the property.
Can the IP Profile be reset remotely? I've seen a few people on here complaining that they have been charged for a visit that they did not feel was their responsibility. I really don't want the threat of this and have held off agreeing to a visit as I feel I have never received the product I signed up for.
Does anyone know either how to get my issue resolved without an engineer visit, or am I being unreasonable to expect a visit without the risk of a big fee?
All in all I've been disappointed with the lack of customer services from BT.
Many thanks,
Colin

Your problem is that you have had a faulty install most likely as it was a contractor who did it as an Openreach engineer wold have shown you everything working correctly.
You have compounded the error by trying to fix it yourself instead of reporting a phone line fault and awaiting an engineer to correct.
I'm going to flag this for a mod who will help you through it as IMHO you should not be charged for the faulty install to be rectified.
Please note:- Once you have contactec=d the mods via the link you will be given it will take 3-5 days for them to get back to you.
You are best advised not to contact BT in that time but to wait for the mods who will be your one point of contact until resolution.

Re: Appaling customer service

I echo this sentiment. My activation keeps being delayed. The first time a message was left the evening before, stating it was postponed "due to exchange validation". When I called the "direct line" I spoke to someone aplologized like an an obseqious cringing Edwardian retainer, but had no idea what she was yalking about. She could not expllian what "exchange validation" meant at all, and kept repeating it over and over again. The next day, while on my way to work, I get a text from BT saying an Engineer is on the way and I must be home bewteen 8AM and 1PM. I hope off the train, call work, head home, but by late afternoon no one had turned up. I called again, and got a clone of the same benighted apologist who could not answer a single question concerning the Engineer no-show, or what the issue was causing the delay. Again, a script line was read and the individual did not comprehend the words he was speaking quite clearly. A week later, on my next appointed activiation day, the Hub is locked in the puprple-orange symbol cycle. After nearly a day, and going through all the troubleshooting steps in the Guide, I call again. I get a THIRD Epsilon that repeats everything all over again. I specifically ask the meaning of each noun he spoke, and he confesses he does not know what they mean. However, he is quite clear that my Activation Day is delayed ANOTHER 10 days as I am back of the queue again. I state that this is unacceptable, but no conversation is possible, and HE READS THE SCRIPT TO ME AGAIN! I not that the BT finance department worked blazingly fast to debit my account before any service was received. It is obvious where prioriities lie.
Utterly shambolic.

Hi Far
I am sorry to see you are having problems with your BT Service
I suggest you contact the forum mods they should be able to get this problem sorted for you this is a link to them http://bt.custhelp.com/app/contact_email/c/4951
They normally reply by email or phone directly to you within 3 working days they will take personal ownership of your problem until resolved and will keep you informed of progress
They are a UK based BT specialist team who have a good record at getting problems solved
This is a customer to customer self help forum the only BT presence here are the forum moderators
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’

Customer Service Problem

I don't I've ever wasted as much time in my life as i have titting with my poxy Zen MP3 player. Creative Centrale is beyond useless and all I want to to speak to someone at Customer Service (God forbid there should be phone number!!!)
Anyway I've at last written the email detailing my problems but can't send it as it insists I select the product that I'm having a problem with. There is no drop down box to select from and if I choose to 'change product' and (Not that I've chosen anything to begin with) and pick 'Zen Mozaic' it just tells? me to select a product again. HELP!!!
I'm about to throw it out of the window.

shut off the unit..then hold play/pause while turning it back on..when it says creative on the screen let go of play.pause..the you can clear the unit files..dont format or you'll loose everything.... I just went thru an hr. of 40 million different phone numbers and options choices..im glad i was persistant cuz i almost bought another Zen for the same price to fix mine..which i fixed myself...you must have patience...the fix it tool on the site is also good...

Customer service problem and disabled parents

Hello I was wondering if anyone could offer any clarification or advice on this situation.
My parents are both disabled, my dad having severe Parkinson and my mum having a variety of problems and mobility issues.
A couple weeks ago they took a door to door sales man from talk talk up on his offer and signed up with them for his package. ( this wouldn't usually been done without me) Anyway they quit virgin as it was more expensive, but this meant that BT would have to run a line into the house to carry talk talk. So the other day a guy turns up so fit this but we find out that he is not BT as they have sub contracted the work. He completely messes up the work and an actually BT engineer tunrs up the following day who very annoyed and does his best to sort out the problem. After 3 hours he has to leave because of fading light and says that he will be back which is fair enough.
My dad then discovers that talk talk are not carrying over the same number which causes a huge amount of problems for them as all the different agencies, police, nhs, home help etc have the number which they have had for the past 27 years! As such my dad has to pull out of the contract as talk talk will not budge and my mum cannot deal with the stress of a new number ( I know this may seem insignificant, but for them, particularly in their situation it causes massive issues)
Anyway as the BT engineer had been really good they contact BT and discuss the situation who offer to sort it out and take out a contract without any additional costs or charges. They then take out the contract and say they they have to contact customer service to arrange connection.
Well eventually they speak with someone who states that this cannot happen until 29th Nov which isn't great. My dad rings around again and spends an hour or so yesterday getting passed pillar to post trying to speak with someone to sort the situation. I then get a phone call around 2030 last night from a guy called nimhal wanting to speak with me as I have now been put as the point of contact to arrange to bring the date forward as he was aware my parents were disabled. At this point I wasn't aware of the full situation or that all of this had happened so couldn't provide the guy with any info or a order number so as such he couldn't deal with me and asked me to ring back this morning at 9am when they opened.
So..... went away got all the required info to ring this morning, and I must say I am absolutely disgusted with the customer service. I must have spent almost 2 hours getting put on hold and being transferred, only to be hung up on when I politely asked to speak to a supervisor who apparently would tell me the same thing.
Yet again, I rang up (all of which on a mobile as no land line at my parents) explained the situation to a different guy who apologised and was keen to help. After around forty mins of discussion and being on hold he said that he had sent a message to the chap (nimhal) that I spoke to last night, that he was still dealing with it by bringing the date forward and that he would contact me directly. I thought fantastic!
I then get a phone call from someone else completely who states that it has been brought forward to the 25th. I again explain the situation asking them to take into account and this isn't good enough from the safety aspect of my parents alone. The guy would not listen at all and states that the date has already been changed and cannot be done again.
My parents are not even going to be in on that day as they are both at hospital!!!!! I asked if I could have a direct number for the British engineer Dept that deal with this or a manager, he refuses and says this does not happen. I then ask him if he could pass my details on for them then to contact me instead, again he says no.
I have now realised that there is now in fact an actually working bt phone line on behalf of talk talk which has been cancelled. I am not sure why is still rings or works but it does.
So these are my questions
1 If there is now a bt phone line which was put in on thursday, why do they have to wait until the 25 to get it sorted?
2 Can they keep there old number? (as there is a different number on this new line currently)
I would like to say I have been patient and polite throughout, I am a police officer and fully appreciate that it is not nice to be abused! However I find this unacceptable and all the alarms and call 24etc go through the phone line on thier old number, both of which they have not got so desperately need it sorted.
Sorry for the long message and the shoddy spelling but I would be eternally grateful for a bit of help on what to do to escalate this.
Regards
Dave

Hi Dave,
Welcome to the forum, and sorry to hear of all the problems you’ve had with your parents’ phone line.
If you could send in your details we’ll look into this for you. Our “Contact us” link can be found by clicking on my username under “About me”, top-left of my profile page.
Stephanie
Stephanie
BTCare Community Manager
If you like a post, or want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side of the post. If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Customer Service Problems - - where to complain?

Hi ! I have been having problems with the loop authorization problem.
Its been WEEKS... Since having to push and shout my way through to a real person, and also upgrading to 8.02 its improved... but other issues remain, including that an album did not fully download, and the issue has yet to be addressed...
also a Tier II rep e-mailed me, but its been almost a half week since hearing back.
Does anybody know if there's a number to complain about customer service issues?

I just looked up the number through the Customer Support link and found this, 1-800-MY-APPLE I hope this helped!

Re: Faulty contract phone and appalling customer service

I just wanted to come on here and share my latest experience dealing with EE Network, I was previously an orange customer and had the Samsung S2 on contract from them in 2012 so when it came up for re-newal in Febuary this year I looked round and decided to stay with Orange who have now merged with EE! This was not a problem as EE offered me a good deal on the Samsung S4 so I stayed with them signing up to a 2 year contract, This was in Febuary 2014 and it is now only May 2014, 3 months and the problems i have had are rediculous!! 1st I am being charged a monthly fee for not paying direct debit even though i DID setup a direct debit with them over the phone, I phone them once a month to have this removed the next month, I then start to have problems with the Samsung which keeps freezing and then does nothing until the battery is removed and replaced and then it takes ages to come back on, although I accept this is a fault with the Samsung S4, The point is it is supplied by EE and is being paid for monthly so it is in there best interest to deliver a great service and I will now tell you the service I have received! I rang EE customer services and explained the problem and was told to take my phone into the EE shop in my local Basildon town where the EE team would be able to replace the phone after checking the problem. I got up this morning and got my little girl ready, reset my phone, removed all pictures to laptop so as to not lose any, all apps removed and headed into town. When I got there they said they cant replace phones as its policy tom send them off and this takes 14 days at least, Now I will point out at this time that the team in Basildon EE store were excellent and made every attempt to help solve the situation and the issue is with the EE Customer Service staff at the call centre who seem to find it easier to hang up than help even hanging up on the manager of the EE Store! First the manager called EE from the store and explained the situation and they said they cannot do anything even if the phone is still under warranty, sorry not what trade desription act says as phone is not fit for purpose freezing all the time. The first call centre guy, M Farqan was rude and hung up on the manager, 2nd person Jo Quinn after alot of hustling and to and throwing offered a £30 discount on the bill which the manager accepted on my behalf but also requested what theyb are going to do about the faulty phone and she said it will need sending off. The manager said that i should never have been told it would be replaced by EE as it is not there policy to replace phones after 14 days. I am now left with a 3 month old phone that does not work properly, 6 months pregnant so contact is essential when i am out the house and i am still paying for the phone contract of a phone that does not function 70% of the time. I would never have stayed with Orange via EE if this was the case as they do not look after there customer and the call centre have zero patience for sorting an issue for a customer unless they are selling you a new product I will keep trying to sort this problem in the hope EE start looking after the customers they have whilst also advertising on the TV in papers for more and for now i will NOT be reccomending them to any of my friends or family

I assumed I was still with Orange and as Orange and T-Mobile had merged together it would give me more improved signal and customer servics.. NOPE! Customer Services;Crap signal and asically do not ask for a call back, do not ask to speak to a manager, do not expect the notes on your contract account to be up to dated each time you call with a problem and if you think EE will help sort out a faulty handset whithin it's warrenty (which is our customer rights) the first thing they advise is that you claim a new handset under your insurance!! Faulty Handset;If you protest that you are not going to claim via your insurance on a "Faulty" handset your next option is to send your phone off for 14 days with a basic standard handset replacement (which non of us have used since the 1990's). The other option is to pay a deposit of £60 for a basic smart phone whilst again waiting 14 days and the £60 is returned back to you when EE receives their smart phone back.. Why on earth it takes 14 days is a question when asked a simple reasonable reason/answer is av avoided.Or you can pay £25 to fast track with no loan phone and EE keep your £25!! As soon as I can I am going back to Orange!! When I was with Orange I always had full signal, excellente customer servies including notes on my account relevant to any prior problems. I always received call backs and call backs from a manager when promised and should my handset become faulty for whatever the reason they would come out the next day and exchange it. As previously a consultant and then technician for a well known mobile network provider for many years, Brendon no reply from yourself will be read.

Custom exception problems with ADF framework

Hi,
I have problems with the exception handling in an web service Java class (POJO).
In this class I throw my own exception WsException-class which extends the normal Exception-class.
The class WebservicesAppModule extends the oracle.jbo.ApplicationModule.
In the following I first describe the web service class and then the three tests a)-c).
In test b) you can find my main problem.
Web service Java class (POJO):
public Element check(Element element) throws WsException{
WebservicesAppModule am = null;
try {
// 1) system error
// if I comment the next line out, then am = null and a NullPointerException is thrown which appear as NullPointerException in the SOAP response
am = (WebservicesAppModule)Configuration.createRootApplicationModule(_am,_cf);
if(value == null){
// 2) application error
WsException wsex = new WsException();
wsex.addErrorCode(WsException.C_INVALID_BANK_CONNECTION);
throw wsex;
} else if (value2 == null){
// 3) explicit system error
throw new NullPointerException();
}catch(WsException wsex){
// 4) application error
throw wsex;
}catch(Throwable ex){
// 5) system error
log.debug("Technischer Fehler", ex);
WsException wsex = new WsException("system error");
wsex.addErrorCode(WsException.C_NOK);
throw wsex;
} finally {
if (_am != null) {
Configuration.releaseRootApplicationModule(am, false);
Test a):
- The WebservicesAppModule is initialized (1)
- value = null, so the process run in the "application error" if-block (2)
- The WsException is thrown and catched in the "application error" catch-block (4)
The SOAP repsonse is okay:
--- Response ---
HTTP/1.1 100 Continue
Server: Oracle Application Server Containers for J2EE 10g (10.1.2.0.2)
Date: Thu, 20 Jul 2006 09:43:39 GMT
HTTP/1.1 500 Internal Server Error
Date: Thu, 20 Jul 2006 09:43:55 GMT
Server: Oracle Application Server Containers for J2EE 10g (10.1.2.0.2)
Content-Length: 520
Connection: Close
Content-Type: text/xml; charset=utf-8
<?xml version = '1.0' encoding = 'UTF-8'?>
<SOAP-ENV:Envelope xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema">
<SOAP-ENV:Body>
<SOAP-ENV:Fault>
<faultcode>SOAP-ENV:Server.Exception:</faultcode>
<faultstring>[11000, 10001] [de.test.webservices.WsException]</faultstring>
<faultactor>/app-Webservices-context-root/WebServices</faultactor>
</SOAP-ENV:Fault>
</SOAP-ENV:Body>
</SOAP-ENV:Envelope>
Test b):
- The WebservicesAppModule is NOT initialized (the line is comment out) (1)
- The process run in system error catch-block (5)
In the SOAP repsonse I expected the following <faultstring> (like in test c) )
<faultstring>system error: [10000] [de.test.webservices.WsException]</faultstring>
and not
<faultstring> [java.lang.NullPointerException]</faultstring>
What´s the problem?
--- Response ---
HTTP/1.1 100 Continue
Server: Oracle Application Server Containers for J2EE 10g (10.1.2.0.2)
Date: Thu, 20 Jul 2006 08:59:12 GMT
HTTP/1.1 500 Internal Server Error
Date: Thu, 20 Jul 2006 09:01:02 GMT
Server: Oracle Application Server Containers for J2EE 10g (10.1.2.0.2)
Content-Length: 506
Connection: Close
Content-Type: text/xml; charset=utf-8
<?xml version = '1.0' encoding = 'UTF-8'?>
<SOAP-ENV:Envelope xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema">
<SOAP-ENV:Body>
<SOAP-ENV:Fault>
<faultcode>SOAP-ENV:Server.Exception:</faultcode>
<faultstring> [java.lang.NullPointerException]</faultstring>
<faultactor>/app-Webservices-context-root/WebServices</faultactor>
</SOAP-ENV:Fault>
</SOAP-ENV:Body>
</SOAP-ENV:Envelope>
Test c):
- The WebservicesAppModule is initialized (1)
- value != null, so the process run to the next if-block (2)
- value2 == null, so the process run in the "explicit system error" (3)
- The WsException is thrown and catched in the "system error" catch-block (5)
This test shows that not the NullPointerException of Test b) is the problem.
This response is expected in Test b).
--- Response ---
HTTP/1.1 100 Continue
Server: Oracle Application Server Containers for J2EE 10g (10.1.2.0.2)
Date: Thu, 20 Jul 2006 13:53:46 GMT
HTTP/1.1 500 Internal Server Error
Date: Thu, 20 Jul 2006 13:54:19 GMT
Server: Oracle Application Server Containers for J2EE 10g (10.1.2.0.2)
Content-Length: 533
Connection: Close
Content-Type: text/xml; charset=utf-8
<?xml version = '1.0' encoding = 'UTF-8'?>
<SOAP-ENV:Envelope xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema">
<SOAP-ENV:Body>
<SOAP-ENV:Fault>
<faultcode>SOAP-ENV:Server.Exception:</faultcode>
<faultstring>system error: [10000] [de.test.webservices.WsException]</faultstring>
<faultactor>/app-Webservices-context-root/WebServices</faultactor>
</SOAP-ENV:Fault>
</SOAP-ENV:Body>
</SOAP-ENV:Envelope>
What is the cause for the false <faultstring> in test b)? Where set the the ADF framework the NullPointerException and how can I avoid that?
Thanks and best regards,
Tobias

Hi,
I have problems with the exception handling in an web service Java class (POJO).
In this class I throw my own exception WsException-class which extends the normal Exception-class.
The class WebservicesAppModule extends the oracle.jbo.ApplicationModule.
In the following I first describe the web service class and then the three tests a)-c).
In test b) you can find my main problem.
Web service Java class (POJO):
public Element check(Element element) throws WsException{
WebservicesAppModule am = null;
try {
// 1) system error
// if I comment the next line out, then am = null and a NullPointerException is thrown which appear as NullPointerException in the SOAP response
am = (WebservicesAppModule)Configuration.createRootApplicationModule(_am,_cf);
if(value == null){
// 2) application error
WsException wsex = new WsException();
wsex.addErrorCode(WsException.C_INVALID_BANK_CONNECTION);
throw wsex;
} else if (value2 == null){
// 3) explicit system error
throw new NullPointerException();
}catch(WsException wsex){
// 4) application error
throw wsex;
}catch(Throwable ex){
// 5) system error
log.debug("Technischer Fehler", ex);
WsException wsex = new WsException("system error");
wsex.addErrorCode(WsException.C_NOK);
throw wsex;
} finally {
if (_am != null) {
Configuration.releaseRootApplicationModule(am, false);
Test a):
- The WebservicesAppModule is initialized (1)
- value = null, so the process run in the "application error" if-block (2)
- The WsException is thrown and catched in the "application error" catch-block (4)
The SOAP repsonse is okay:
--- Response ---
HTTP/1.1 100 Continue
Server: Oracle Application Server Containers for J2EE 10g (10.1.2.0.2)
Date: Thu, 20 Jul 2006 09:43:39 GMT
HTTP/1.1 500 Internal Server Error
Date: Thu, 20 Jul 2006 09:43:55 GMT
Server: Oracle Application Server Containers for J2EE 10g (10.1.2.0.2)
Content-Length: 520
Connection: Close
Content-Type: text/xml; charset=utf-8
<?xml version = '1.0' encoding = 'UTF-8'?>
<SOAP-ENV:Envelope xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema">
<SOAP-ENV:Body>
<SOAP-ENV:Fault>
<faultcode>SOAP-ENV:Server.Exception:</faultcode>
<faultstring>[11000, 10001] [de.test.webservices.WsException]</faultstring>
<faultactor>/app-Webservices-context-root/WebServices</faultactor>
</SOAP-ENV:Fault>
</SOAP-ENV:Body>
</SOAP-ENV:Envelope>
Test b):
- The WebservicesAppModule is NOT initialized (the line is comment out) (1)
- The process run in system error catch-block (5)
In the SOAP repsonse I expected the following <faultstring> (like in test c) )
<faultstring>system error: [10000] [de.test.webservices.WsException]</faultstring>
and not
<faultstring> [java.lang.NullPointerException]</faultstring>
What´s the problem?
--- Response ---
HTTP/1.1 100 Continue
Server: Oracle Application Server Containers for J2EE 10g (10.1.2.0.2)
Date: Thu, 20 Jul 2006 08:59:12 GMT
HTTP/1.1 500 Internal Server Error
Date: Thu, 20 Jul 2006 09:01:02 GMT
Server: Oracle Application Server Containers for J2EE 10g (10.1.2.0.2)
Content-Length: 506
Connection: Close
Content-Type: text/xml; charset=utf-8
<?xml version = '1.0' encoding = 'UTF-8'?>
<SOAP-ENV:Envelope xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema">
<SOAP-ENV:Body>
<SOAP-ENV:Fault>
<faultcode>SOAP-ENV:Server.Exception:</faultcode>
<faultstring> [java.lang.NullPointerException]</faultstring>
<faultactor>/app-Webservices-context-root/WebServices</faultactor>
</SOAP-ENV:Fault>
</SOAP-ENV:Body>
</SOAP-ENV:Envelope>
Test c):
- The WebservicesAppModule is initialized (1)
- value != null, so the process run to the next if-block (2)
- value2 == null, so the process run in the "explicit system error" (3)
- The WsException is thrown and catched in the "system error" catch-block (5)
This test shows that not the NullPointerException of Test b) is the problem.
This response is expected in Test b).
--- Response ---
HTTP/1.1 100 Continue
Server: Oracle Application Server Containers for J2EE 10g (10.1.2.0.2)
Date: Thu, 20 Jul 2006 13:53:46 GMT
HTTP/1.1 500 Internal Server Error
Date: Thu, 20 Jul 2006 13:54:19 GMT
Server: Oracle Application Server Containers for J2EE 10g (10.1.2.0.2)
Content-Length: 533
Connection: Close
Content-Type: text/xml; charset=utf-8
<?xml version = '1.0' encoding = 'UTF-8'?>
<SOAP-ENV:Envelope xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema">
<SOAP-ENV:Body>
<SOAP-ENV:Fault>
<faultcode>SOAP-ENV:Server.Exception:</faultcode>
<faultstring>system error: [10000] [de.test.webservices.WsException]</faultstring>
<faultactor>/app-Webservices-context-root/WebServices</faultactor>
</SOAP-ENV:Fault>
</SOAP-ENV:Body>
</SOAP-ENV:Envelope>
What is the cause for the false <faultstring> in test b)? Where set the the ADF framework the NullPointerException and how can I avoid that?
Thanks and best regards,
Tobias

HT201270 No service problem with iOS 5.1.1

I have an iPhone 4 with iOS 5.1.1 (carrier is Movistar in Spain)... Turned it off and got the No Service problem... nothing helps.
What can I try?
Thanks!!

1. Check the Volume buttons
http://i1224.photobucket.com/albums/ee374/Diavonex/00bf6eae.jpg
2. Double-click the Home button; swipe the Task Bar to the right. Check the Mute and Volume settings.
http://i1224.photobucket.com/albums/ee374/Diavonex/acd1c239.jpg

Re: APPALLING CUSTOMER SERVICE FROM PAYPAL - COMPLAINTS TOTALLY IGNORED!!

There is no customer service at Paypal. From July 10, 2015 to Juky 13, 2015 I tried to move money from my Paypal account to my Paypal Debit MasterCard on my online Paypal site. It simply does not work. The money was sent on Thursday night, July 9, 2015. I tried to put it on my card from around 10 am till about 5:00pm on July 10. Each time I went through the process to link the two accounts I received this message: "An unknown service error occurred. On Monday, July 13, 2015, I tried again and the same thing occurred. After calling customer service about fice (5) times i finally got a person who was a native English speaker. This is only important because the technology and number of times that one is told to hold on for a moment makes trying to talk to someone that you cannot understand doubly frustrating. Whenever I did get someone on the phone I could not hear them and they could not hear me. It was like we were using a phone system from the 1920's. The volume was intermittent at best and like talking on string with cans at worst. On the last call I spoke to 2 men. The first guy talked to me for a while as we both screamed "Can you hear me? Can you hear me? What did you say?" Finally he said he was going to connect me with someone who could help, but he never came back. An automaton with a woman's voice came on the line and asked question after question but I could hardly hear her. But I held on the line. Finally a man with a foreign European accent came on the line and we played the same "I can't hear you" game for about 20 to 30 minutes. Whenever he talked, I could hear his voice, but I could not understand a word he was saying. I begged him to simply hang up and call me back so that the lines would not be hampered by so many connections. I think the many connections and data one has to enter to speak to a person is what reduced the volume. So Paypal has my money and I can't get it. And whatever I do to get my money is blocked or digitally and electronically frozen to stop me in my tracks. And all of the five to seven people that I have talked to at PayPal and PayPal Debit MasterCard are too busy to help me get my money. Public please beware of this company.

Have you considered contacting Customer Service via Facebook or Twitter?
You can send them a personal message from their facebook or twitter pages.
It's: https://www.facebook.com/PayPal and @AskPayPal for Twitter.

Appalling customer service. Problem with Infinity ...

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