!!!(assistance) Customer care procedure

Hi,
I need someone to?help me out of this:?I bought a creative zen V plus 8Gb (220 euros) in Saturn retailer in Italy, which is the country where I li've. After less than a month the battery?did happen to?completely ran out of power, and the unit won't even accept? the?creative?uni'versal adapter (40 euros)?I bought separately. At first I got the unit back the shop, the clerks told me they can manage it'sto creative assistance but it will take about two months beause the units directely sent back from customers have the precedence over the ones sent from the retailer. So I did open a ticket via web, filled the form and explained at best what's happening with my unit, then a mail returned with a standard?resume procedure and some?furter questions in case it's won't work,?my case is the latter I sent it back. This was on saturday. Monday I directly called assistance, wich for the whole europe is in Dublin and wich charge is expensi've from Italy during daylight hours. Anyway I did speak with the assistence guy and he told me to try the last time a firmware upgrade, since my unit isn't recognized, I explained, such operation can't just take place. "Just try that" he responded "the executable file can recognize it". Of course it wasn't the case, so he did me another ticket?and mailed me?the?recovery mode?for ?the Zen microphoto, including the removal of the battery. Then he asked me to provide some pictures on different perspecti've of my unit in order to verify if it still?conforms the warranty and a copy of my receipt. I wrote back that's not my model,?and perhaps attempting such operation would void?the warranty, so I ?attached ?the pics as request. I made a note about the other ticket i did open. Today I had two responses: for the "online"?ticket I've been mailed instructions on how to submit the unit (no pics mentioned there), while the "human" operator wrote me back to send me other pics because the ones I snapped weren't good in format. I wrote him?back to exactly tell me how many pics he wants?and?their format... I'm still waiting his response. ... What on earth is going on? That's a nightmare... "human" assistance is totally dodgy, costly?and nonsense: am I supposed to deal with an human or a machine?He didn't answer any of my questions. So what I'm going to do?Gi've it back the shop and wait two months?Following the instruction of the "online" ticket or?the "human" one?What's the best option at this point.

Thank you for that, Chaterine. his morning they wrote me to send 'em back?5 pics of my?zen, I did an attachment of less than Mb as per request. ciao?marcello

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Why is BT Customer Care So Bad at Dealing With Com...

More appropriately, BT Customer Care ought to be called the BT Customer Barrier. Its primary function is to defend BT from the problems its customers may be having and its fundamental ethos is that the customer is always wrong.
This is made abundantly clear at the point of initial contact, its internet pages, where the first thing to greet you is the statement that most faults occur within the customer’s own infrastructure. This bizarre assumption is carried right through the extensive faults procedure where each step is directed remorselessly toward persuading the customer to find and fix a fault that without further investigation is undoubtedly on their own premises and of their own making; BT does not admit that faults might occur outside of customer premises or make provision for those who are competent enough to have already carried out these basic checks and want to move on. Neither is there a clear onward step for BT to take ownership of a reported fault after the checking procedure has been completed – again there is an assumption that all faults are the responsibility of the customer. For a persistent customer it leaves the complaints procedure as the only option to progress.
The complaints procedure is another mechanism dominated by the customer-is-always-wrong ethos. The first thing a customer service operator will do is to insist a customer go through the same step by step procedure covered by its internet pages, regardless of whether or not the customer has already done this. Presumably the operator is trained to believe that the customer is incompetent. There is a pre-scripted, condescending and belittling conversation that follows which often involves the customer service operator magically changing from a care representative into a sales representative, offering new packages and various pieces of equipment that he is almost sure will cure the fault. The last resort, if a customer manages to stand firm and turn down all these alluring offers, is for the operator to reassure the customer that everything will be all right if they just be patient and give it a couple of weeks. Then it’s goodbye.
During the lifetime of a fault this procedure will repeat itself several times and each time the customer service operator will behave as if it were the first. BT appears to have no method of gathering useful retrievable information about a specific complaint or sharing it between operators. Eventually frustration and anger from a customer will lead to elevation where the customer is promised a call-back from a BT engineer. Call-backs from BT engineers are not lightly won.
If you are lucky to be promised a call-back you will be given a time slot and an automatic telephoned reminder first thing in the morning while you are still in bed. A pre-recorded voice message from a hugely condescending and suspiciously sceptic female will make sure you are awake and ready for your call, which may not be for several hours. If you are very lucky your call-back will be made, but often they are delayed or forgotten or have not been booked at all. And, of course, it will be your fault.
I know all this because I have been through it on more than one occasion. My latest battering against the BT Customer Barrier began four or five weeks ago after I had meticulously carried out my own checks. For some months I had noticed that BT broadband was either dropping out completely or reducing strength to download speeds that were unusable, sometimes as low as 0.01mbps, but mostly between 1 and 2. This always seemed to coincide with peak times when my BT contract assured me my signal would not fall below 5 or 6. My own checks consisted first of looking closely at my wifi which at the time admittedly was quite weak. I installed a wifi repeater which boosted the signal but did not resolve the problem so I changed my phone filters but this did not resolve the problem either. I tested the line using quiet mode but there was no noise on the line, I changed my router, I repositioned my router, I changed to Ethernet and used only the BT service socket cutting out all intermediate infrastructure in my home, and I tried all of the above whilst turning on and off various devices I thought might affect my broadband signal. Nothing solved the problem.
At this point I fully believed I had covered every possible self-check known to man, but BT felt differently and tried to make me go through them all again. BT then told me it was my router, which I knew it wasn’t, and that I would have to buy a new one, which I already had, so I declined; then they told me that most probably there was work going on in the area that I did not know about, but neither did the operator because when I asked him about it he admitted he did not know if there was work going on in the area or not. I actually admire him for making that bit up; it showed a spark of spirit. Eventually he told me everything would be all right if I was patient and to wait a couple of weeks, and then he said goodbye.
Everything was not all right and after two more weeks, two more emails and two more conversations that had to begin from scratch because BT had forgotten everything I’d said previously, I eventually won my call-back from a BT engineer and an agreed time slot. Only it didn’t happen. I waited for the call but it never came. A call did come, nearly an hour after the allotted time slot, but I was not there having already given up waiting for it. And that was my fault again.
So, what is wrong with BT Customer Care? Well, just about everything to be honest. It is fundamentally flawed from top to bottom. It has a preconceived conviction that the customer is always wrong and does nothing to hide that conviction. From a customer perspective it is like trying to swim up a waterfall. They make you feel so small. BT Customer Care needs dismantling and rebuilding from scratch, it is an appalling, abhorrent and arrogant organisation that ought to be banned from having the name British in its title; I am pro-European and British, and I am ashamed that BT Customer Care can use the same designation, which is less confrontational than it sounds given that it is mostly located in India. It has become the benchmark by which all poor customer service in Britain is measured by, a level of incompetence to avoid. It’s no coincidence that other internet service providers make a major selling point of not having the same customer service setup as BT.
Eventually my call-back came after weeks of trying and BT agreed to monitor my broadband speed to see themselves what was happening – an appropriate course of action I suggested at the outset. No apology because, naturally, I had been wrong to suggest it and it had only become the correct thing to do when they thought of it. They agreed to monitor my broadband speed and to call me back after three days. After only one day I received an email saying that I should monitor my own speed and send them the results. I pointed out that I had already done so, several weeks earlier. I sent them new results. In all the speed test results sent to BT a clear pattern of drop-out and poor signal strength at regular times during the day were obvious. BT then took to calling me back at times when they knew my signal would not be dropping and asking me to run a speed test, thereby proving I was wrong about having a fault on my line.
Fault or no fault, BT Broadband remains unusable for around two hours per day. When this current contract ends I shall be looking for a new provider.
Solved!
Go to Solution.

welcome to the BT community forum where customers help customers and only BT employees are the forum mods
By posting on the forum I assume you would like assistance and not just a rant to blow off some anger
you appear to have tried what normally would be suggested but in order for the forum members and/or mods to help please can you post the adsl stats from your router you may need to 'show detail' to get all stats (if hub enter 192.168.1.254 in your browser and navigate to adsl or if HH4/5 then go to troubleshooting then logs and you are looking for 2 line together when hub last connected to internet and they will show your connection speed and noise margin or if netgear enter 192.168.0.1). Then run btspeedtester (MAC users may have problems). when first test completes then run diagnostic test and post the results ( do not reset the router).
are you connected directly via a filter to the NTE5 master or test socket or to somewhere else? Is the master the only phone socket in your home?
Someone may then be able to offer help/assistance/suggestions to your problem
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Swindled, lied too, and lack of customer care!

Back in Auguest, we qualified for "new" phones. We've been customers for over 10 years. We visited a local Verison store in Pataskala Ohio. We were looking to get into the "smart phones". We saw several, some very nice and EXPENSIVE ones, a few that were less expensive.
We told the salesmen what we were looking for, and pointed out a few, one of them was the Samsung Gem. Little did we know. We knew NOTHING about smart phones but only what we saw on TV, guess Verison feels buyer beware to be an understatment.
The Gem was just under $50.00, hmm.. on sale it seems. We had no idea, the trouble, the lack of usability, these phones had. The salesmen seemed to know all about them, so he said. We find out, as time went on, that 1, we could NOT upgrade to the 2.2 droid OS as Verison does not seem to want these phones upgraded.
We also found out, that you can NOT put any of the app's on the SD cards due to the OS version. We also find out how little room there is on these phones for apps. Further, we learned that these phones were NEVER suppose to be sold by Version dealers, that they were "in house" phones only.
I've tried to email Verison but hmm.. we can't find an EMAIL address for support!
My wifes phone has had issues for the past month, runs slow, won't connect and very VERY short battery life.
Now.. I would like someone from Verison with guts to assist us in getting rid of these phones, and re-issueing us a new trade in deal.
I wonder if there is somone out there who cares!
These Gems SUCK, and seems Verison only cares about sales, and NOT customer care!

MostlyALurker wrote:
It never ceases to amaze me the number of people who don't even do the most basic of research before buying an expensive item or getting themselves locked into a contract. There is SO MUCH info out there about the pros and cons of various phones. It's called Google, people!
It also never ceases to amaze me about the number of people who register for forums such as this only to complain and then disappear into the ether again.
God forbid someone expects a represenative of a company that generally gets high marks for customer service to not completely rip them off and give them wrong information. These customers have lives that do NOT revolve around cell phones and spending hours on the internet going through the tech media and their reviews that say pretty much every phone out there is crap and god-like at the same time. The people who spend 40+ hours a week in the mobile cell phone stores are the experts, get paid to be the experts, and so it shouldn't be completely uncalled for to hope that these people will guide the less informed in the general right direction.
People don't take their money to Verizon because of the great data speeds or cheap phone plans. They go to Verizon because Verizon is known for excellent customer service. If they want to get ripped off by some slimey scumbag salesperson they go to Boost Mobile or Cricket. Even if an "authorized reseller" was responsible for this, Verizon is the one who hands out these licenses and has a duty to make sure somewhat decent business is being conducted with their name. Because again, the consumer who has a life that might surround insurance or banking or medicine or a family or any variety of other things that do not deal with mobile products has no idea what authorized reseller, premium reseller, or corporate means nor should they be expected to.
Take your elitist attitude and get out of here.

Verizon Edge with no discount and 4 hours of wasted time with Customer care

So far my experience with Verizon has been far short of superior as it should be for the number 1 carrier in the nation. I tried to open an account using the Edge program and did not qualify. This was on the same day that the down payment for the Edge program became available. I called to determine why I was ineligible and try to find out if there was any way to become eligible and was told no and was told several times to just start a 2 yr agreement. 1 hour wasted when I could have just paid a down payment that day and none of these future problems would have occurred. Fiance opened an account in his name on the Edge program for me. I already had a prepaid account with a telephone number I wished to keep but was told in store that this would not be possible. Account was opened with a new telephone number which I will refer to as telephone number A. I contacted customer care and was informed that it would be possible to keep my telephone number which I will refer to as telephone number B but was unable to do get it done at the time due to not having both of my phones with me. 30 minutes wasted as it should have been done in store the number transfer. Was able to call back later and get my prepaid account with telephone number B added to my new account with my telephone number A. We then proceeded to switch telephone numbers so that I had my original number, telephone number B, and then cancelled the additional line. 1 hr and 30 minutes wasted!!! New single line plans come out and I chat in to change my calling plan to the Single line plan with 1gb of data for $60 and $50 with my Edge discount. Chat representative changed my plan to the More Everything plan with 1gb. This was not at all what I wanted as I'm trying to save money and I was hit with a huge bill. Called in about bill got plan sorted out and am informed I no longer have the Edge discount because I'm using telephone number B. I'm informed the Edge discount was applied to telephone number A and I can not have that discount using telephone number B. This by the way took over 2 hours after I was informed by the customer care agent on the phone alot of inaccurate info. I was informed the 1gb single line plan was a loyalty plan and I was not eligible until my account had been open for 1 year. I was also informed that the Edge discount did not apply to the single line plan. 2 hours wasted After speaking with a supervisor I was still unable to have my Edge discount applied. How can this be Verizon? How can I purchase a phone on the Edge program, be given a discount and then have it removed simply because I wish to use the telephone number I've had for over 10 years? I WAS NEVER ONCE INFORMED I WOULD LOSE MY DISCOUNT!!!! I went from prepaid to the Edge program because I wanted a new phone and 4G and because of the Edge discount making it very close to what I was already paying. I've wasted 4 hours on this when all of this should have been done in the begging. If I had been able to put a down payment down I could have had my number then 90% of these problems I wouldn't be having. You can't tell me there is no way to use my number and not get the Edge discount. VERY UNHAPPY!!!

So ChristinaB_VZW replied to my post. You would think I would get a little further help regarding my issue, correct? WRONG!!! I told her thank you for helping me and she asked me to reply back with my original message copied and pasted which I did on 4/8. I waited until 4/17 and had not heard back so I responded back to her. Still haven't heard anything from her. Do they simply post on these forums so that customers have the appearance of receiving assistance so that in public it looks as though I've been helped when in actuality still nothing has been done. I could understand if I was begging for a new phone or wanted $100's of dollars off my bill for no reason but I'm not. I want the discount that I should be receiving as part of my VERIZON EDGE AGREEMENT. This is the worst experience I've ever had with any kind of services for money. I know one thing for a fact and that's one you are a customer you no longer matter. So thank you ChristinaB_VZW for making Verizon appear to care about customer issues when in actuality they do not. I will be sure to never recommend your services to anyone and to reference this issue and lack of customer support for that reason.

Terrible experience with Verizon customer care. Need update on security deposit.

Hi,
I disconnected my FIOS internet service about two months back. When I took the connection last year, I was asked to pay a security deposit of $400 and I paid this. After disconnecting FIOS, I am trying to get the status of the refund of my security deposit.
I have called close to ten times to the customer care and all the times, I have been given either false information or I was told they would call me back and that would not happen.
At this point, I am extremely disappointed and surprised about how an organization like Verizon could be so unprofessional.
I need to know the status of my security deposit. Has anyone else faced this kind of a problem? How was this resolved?
Regards,
Sathish

Since we haven't heard back from you or have received a form submission as requested in your private support case, it appears assistance is no longer required. If you need any future help with your Verizon service, please make a post here on the forums so we can assist.
Anthony_VZ
**If someones post has helped you, please acknowledge their assistance by clicking the red thumbs up button to give them Kudos. If you are the original poster and any response gave you your answer, please mark the post that had the answer as the solution**
Notice: Content posted by Verizon employees is meant to be informational and does not supersede or change the Verizon Forums User Guidelines or Terms or Service, or your Customer Agreement Terms and Conditions or plan

Customer Care and some goodwill wanted please

Basically, my parents were a victim of last Novembers Cumbrian floods and have been in a caravan since then whilst the repairs are ongoing. They are in their 70s and 80s.
Whilst flooded out they have been unable to physically connect to their BT broadband package due to
1. no electric in the flooded property and
2. various other diverse factors too complex to explain.
At the time of the floods they were about 8 months into an 18 month BB contract. The 18 months is up in October.
I have been in touch with Billing twice (on their behalf) with a suggestion that the BB is "suspended" until they get back in, after which it will resume.
However, the operatives I have talked to have their standard procedures, and if we want to, we can claim our £xx per month BB costs off the insurance.
In the grand scheme of things, £xx is a very small amount, and making this extra claim seems petty, as it is.
However, it is irking that we are paying for a service and due to circumstances beyond our control, we are getting nothing for it. Obviously this is not BTs fault - they are providing the service, it's just that we are unable to take advantage of it.
They phoned yesterday and put the £25 BB disconnection process into action.
I'm now looking for someone at BT with a sense of compassion
It would be really nice if someone at BT has the power and could say, OK, we've checked the records and we can see they haven't logged in since 20 November 09 and what we'll do is give you an appropriate amount of time on Broadband without charge, just as a gesture of GOODWILL, seeing as how BT like to purport themselves as a "CARING" company, and how we would like you to continue with us when your extended usage period ends.
I hope I find such a BT person here on these BT Care forums.
Any further information you require, especially the customer concerned, please let me know and I will supply.
Thank you for reading.

Hi Flooded_Out,
As you said yourself these circumstances are really beyond BT's control. Its not really a matter of compassion or customer care but of practicality. Insurance exists for reasons such this.
BT use our Customer Guarantee Scheme to ensure that any credits applied to accounts are given out when required and the conditions are applied equally to all our customers. Whilst I sympathise with your parents position I wont be able to offer a refund.
Sorry about that. However, personally, if I was entitled to money under an insurance scheme, no matter how small the amount, I would certainly claim and would advise you do the same
Cheers
Craig
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)”
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Customer care

I have been a BT customer for over 20 years-I have spent over 24hours on the phone during July trying to resolve a line problem-the customer care & support has been terrible, people not taking ownership of their actions,being put on hold & then being cut off, no phonebacks, no email, engineer appointments not kept. I even offered to pay a fee of £125.00 to get my phone issued revised,later told no charge as a goodwill gesture & then they take £125.00 from my bank account, no apologies- took me another 1 hour plus to resolve that one.
My difficulty is that BT put the phone feed line is into my garage & another cable went from the garage to my house- this failed in June & I have no phone or broadband in my house, all I have ever wanted was to have a working phone in the house. One BT staff member told me, there is no issue as the phone line works in the garage-I asked how she would like to sit in a garage to use the phone, use broadband & watch bt vision. I am disabled & in poor health, live in a rural village & have relied on a phone in my bedroom to contact GP or family if I am unwell- still I should be alright, as the phone works in the garage.
Shame on BT

Hello binay72,
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Poor Customer Service Lenovo Customer Care

Hi,
Honestly, I do not know that I would even get a response to this or not, cuz that has been my experience with Lenovo, Please look at the following for better understanding of my mindset:
---------- Forwarded message ---------- From: Malwinder Singh <[email protected]> Date: Sun, Nov 23, 2014 at 10:32 PM Subject: Re: Quality of Service provided by HCL for LenCare ID: *ED1411013* To: Pavan <[email protected]>, [email protected]
Hi All,
I would like to bring this to your attention that it has been another 10 days now since I have received any response from your team. It seems as no one is interested in taking care of this issue. This is really insulting and this is humiliating that I have been following up with Lenovo from this long time and I am not getting any response from you guys.
If you are not interested in helping me, then please let me know, so that I should go to some local vendor to get this fixed. This is becoming the ridicules experience with Lenovo. I was thinking that it is only HCL which was proving such service, that was ruining Lenovo's name, however Lenovo herself does not care about it's customers.
I will never buy anything of Lenovo ever again.
Malwinder
On Fri, Nov 14, 2014 at 4:54 PM, Malwinder Singh <[email protected]> wrote:
Hi Pavan,
This was the exact response which I got from you 7 days ago and nothing happened.
The kind of response I am getting from Lenovo on this is proving that Lenovo is not interested at all in resolving the issue or to help me.
No one is even bothered to send an email or to call me to resolve this issue. You guys can easily call me and help me download the ROM for Lenovo S820 Row and guide me to install the OS on my phone, but you are not doing that at all.
It's been almost 10 days since my phone is off and my work is hampering due to this, but no one is bothered to take lead and fix this issue.
I am really disappointed from Lenovo because of the customer service I have received and would avoid buying any Lenovo Products in future. I would rather like to go with a company who provides good service to there customers when they need it, instead of just ignoring their problems and issues.
Regards,
Malwinder
On Fri, Nov 14, 2014 at 4:30 PM, Pavan <[email protected]> wrote:
Hi Malwinder,
Please be rest assured we are looping our MIDH Team.
Hi Rakesh,
Please assist in expediting the closure of this case at the earliest please share the further updates.
Thanks& Regards,
Special Services Team
Email ID - [email protected]
From: Malwinder Singh [mailto:[email protected]] Sent: 14 November 2014 02:37 To: Pavan
Subject: Re: Quality of Service provided by HCL for LenCare ID: *ED1411013*
Hi Team,
The last response I received from you guys was almost 7 days ago.
Please reply to this email and let me know if you are unwilling to help. I am not able to use my phone or get it checked anywhere outside, because you informed me that you are working on this. However, I neither received any call or email from your end from last 7 days.
Please reply to this email and let me know how should I proceed.
Regards,
Malwinder
On Fri, Nov 7, 2014 at 4:24 PM, Pavan <[email protected]>wrote:
Hi Malwinder,
Please be rest assured we are looping our MIDH Team.
Hi Rakesh,
Please assist in expediting the closure of this case.
Thanks & Regards,
Special Services Team
Email ID - [email protected]
From: Malwinder Singh [mailto:[email protected]] Sent: 06 November 2014 00:39 To: Pavan Cc: Mir Zahed Ulla; Special Services.; [email protected] Subject: Re: Quality of Service provided by HCL for LenCare ID: *ED1411013*
Hi Team,
This is in reference to the trailing email.
I haven't heard from anyone regarding the below request yet. Is anyone following up on this or when can I expect a call from someone regarding this?
Regards,
Malwinder
On Tue, Nov 4, 2014 at 1:51 PM, Malwinder Singh <[email protected]>wrote:
Hi Pavan,
Please find the details you requested:
Request you to please share the IMEI1 #: 860365028694434
Request you to please share the IMEI2 #: 860365028694442
Request you to please share the Contact #: +919899944996
Regards,
Malwinder
On Tue, Nov 4, 2014 at 5:23 AM, Pavan <[email protected]>wrote:
Dear Mr. Malwinder,
We deeply regret to learn the amount of inconvenience you had to undergo on behalf of Lenovo.
Firstly, allow us to apologize on behalf of Lenovo, What we understand from your issue stated is that you are dissatisfied with the issue reported and also regarding the hardware issues that you’re facing with the machine, however we would like to inform you that we are positively interested in resolving your concern.
Request you to please share the IMEI #: __________________________________________
Request you to please share the Contact #: __________________________________________
Thanks & Regards,
Special Services Team
Email ID - [email protected]
From: Services_ED [mailto:[email protected]] Sent: 03 November 2014 18:05 To: Malwinder Singh; [email protected] Subject: RE: Quality of Service provided by HCL for Lenovo
Dear Customer,
Firstly, I would like to thank you for considering Lenovo and reaching out to me.
Hi Team,
Please look into this case ASAP.
Thanks & Regards,
Services-Executive Director
Email ID - [email protected]
From: Malwinder Singh [mailto:[email protected]] Sent: 03 November 2014 17:13 To: Services_ED Subject: Quality of Service provided by HCL for Lenovo
Dear Mr. Ghosh,
I used to be the loyal Fan of Lenovo products till today. I have two Lenovo Laptops and 3 Lenovo phones within my family, as I used to love Lenovo products.
But today all my views about Lenovo changed because of one HCL guy Paramjeet (55004428). This guy gave me such a worst experience of my life when it came to customer service of Lenovo, that I am no longer a fan of Lenovo products.
The issue was simple, my android OS got corrupted and my phone's warranty will be going to expire on December 22, 2014. So I went to your customer service hoping to get the OS reinstall and start working with my phone. But this guy simply said NO to me as there was a slight crack on my screen. He said my warranty is now void as there is a crack in my screen and I will not get any support on this until or unless I do not spend 8000 Rs to change the screen first. When I asked him to give me this thing in written, he denied saying that I am not going to give you anything in written. The guy was extremely rude. I did not ask him to change the screen under warranty, All I asked was to restore my OS. Further, my phone charger (not working) which has got nothing to do with a crack on the screen of phone. He said that the warranty is expired for it as well.
I thought that Lenovo was a respected company who actually cares for it's customer, but I know that Lenovo is just another company who simply treat it's customers nice only till the product is not sold. Once the product is sold nobody gives a **bleep** about the customers.
Today I realized that there is no difference between the customer service of phone company like Micromax and a big and trusted brand like Lenovo.
I really do not know what action you will take on this, but if this is the level of customer service provided by Lenovo, then that day is not far when your customer will start moving to another competitor.
Regards,
Malwinder Singh
And this time, its been more then 8 days since my last email and more than 15 days since Ireceived any call or email from Lenovo Customer care and no one is even bothered to reply.
Regards,
Malwinder

Hi,
Honestly, I do not know that I would even get a response to this or not, cuz that has been my experience with Lenovo, Please look at the following for better understanding of my mindset:
---------- Forwarded message ---------- From: Malwinder Singh <[email protected]> Date: Sun, Nov 23, 2014 at 10:32 PM Subject: Re: Quality of Service provided by HCL for LenCare ID: *ED1411013* To: Pavan <[email protected]>, [email protected]
Hi All,
I would like to bring this to your attention that it has been another 10 days now since I have received any response from your team. It seems as no one is interested in taking care of this issue. This is really insulting and this is humiliating that I have been following up with Lenovo from this long time and I am not getting any response from you guys.
If you are not interested in helping me, then please let me know, so that I should go to some local vendor to get this fixed. This is becoming the ridicules experience with Lenovo. I was thinking that it is only HCL which was proving such service, that was ruining Lenovo's name, however Lenovo herself does not care about it's customers.
I will never buy anything of Lenovo ever again.
Malwinder
On Fri, Nov 14, 2014 at 4:54 PM, Malwinder Singh <[email protected]> wrote:
Hi Pavan,
This was the exact response which I got from you 7 days ago and nothing happened.
The kind of response I am getting from Lenovo on this is proving that Lenovo is not interested at all in resolving the issue or to help me.
No one is even bothered to send an email or to call me to resolve this issue. You guys can easily call me and help me download the ROM for Lenovo S820 Row and guide me to install the OS on my phone, but you are not doing that at all.
It's been almost 10 days since my phone is off and my work is hampering due to this, but no one is bothered to take lead and fix this issue.
I am really disappointed from Lenovo because of the customer service I have received and would avoid buying any Lenovo Products in future. I would rather like to go with a company who provides good service to there customers when they need it, instead of just ignoring their problems and issues.
Regards,
Malwinder
On Fri, Nov 14, 2014 at 4:30 PM, Pavan <[email protected]> wrote:
Hi Malwinder,
Please be rest assured we are looping our MIDH Team.
Hi Rakesh,
Please assist in expediting the closure of this case at the earliest please share the further updates.
Thanks& Regards,
Special Services Team
Email ID - [email protected]
From: Malwinder Singh [mailto:[email protected]] Sent: 14 November 2014 02:37 To: Pavan
Subject: Re: Quality of Service provided by HCL for LenCare ID: *ED1411013*
Hi Team,
The last response I received from you guys was almost 7 days ago.
Please reply to this email and let me know if you are unwilling to help. I am not able to use my phone or get it checked anywhere outside, because you informed me that you are working on this. However, I neither received any call or email from your end from last 7 days.
Please reply to this email and let me know how should I proceed.
Regards,
Malwinder
On Fri, Nov 7, 2014 at 4:24 PM, Pavan <[email protected]>wrote:
Hi Malwinder,
Please be rest assured we are looping our MIDH Team.
Hi Rakesh,
Please assist in expediting the closure of this case.
Thanks & Regards,
Special Services Team
Email ID - [email protected]
From: Malwinder Singh [mailto:[email protected]] Sent: 06 November 2014 00:39 To: Pavan Cc: Mir Zahed Ulla; Special Services.; [email protected] Subject: Re: Quality of Service provided by HCL for LenCare ID: *ED1411013*
Hi Team,
This is in reference to the trailing email.
I haven't heard from anyone regarding the below request yet. Is anyone following up on this or when can I expect a call from someone regarding this?
Regards,
Malwinder
On Tue, Nov 4, 2014 at 1:51 PM, Malwinder Singh <[email protected]>wrote:
Hi Pavan,
Please find the details you requested:
Request you to please share the IMEI1 #: 860365028694434
Request you to please share the IMEI2 #: 860365028694442
Request you to please share the Contact #: +919899944996
Regards,
Malwinder
On Tue, Nov 4, 2014 at 5:23 AM, Pavan <[email protected]>wrote:
Dear Mr. Malwinder,
We deeply regret to learn the amount of inconvenience you had to undergo on behalf of Lenovo.
Firstly, allow us to apologize on behalf of Lenovo, What we understand from your issue stated is that you are dissatisfied with the issue reported and also regarding the hardware issues that you’re facing with the machine, however we would like to inform you that we are positively interested in resolving your concern.
Request you to please share the IMEI #: __________________________________________
Request you to please share the Contact #: __________________________________________
Thanks & Regards,
Special Services Team
Email ID - [email protected]
From: Services_ED [mailto:[email protected]] Sent: 03 November 2014 18:05 To: Malwinder Singh; [email protected] Subject: RE: Quality of Service provided by HCL for Lenovo
Dear Customer,
Firstly, I would like to thank you for considering Lenovo and reaching out to me.
Hi Team,
Please look into this case ASAP.
Thanks & Regards,
Services-Executive Director
Email ID - [email protected]
From: Malwinder Singh [mailto:[email protected]] Sent: 03 November 2014 17:13 To: Services_ED Subject: Quality of Service provided by HCL for Lenovo
Dear Mr. Ghosh,
I used to be the loyal Fan of Lenovo products till today. I have two Lenovo Laptops and 3 Lenovo phones within my family, as I used to love Lenovo products.
But today all my views about Lenovo changed because of one HCL guy Paramjeet (55004428). This guy gave me such a worst experience of my life when it came to customer service of Lenovo, that I am no longer a fan of Lenovo products.
The issue was simple, my android OS got corrupted and my phone's warranty will be going to expire on December 22, 2014. So I went to your customer service hoping to get the OS reinstall and start working with my phone. But this guy simply said NO to me as there was a slight crack on my screen. He said my warranty is now void as there is a crack in my screen and I will not get any support on this until or unless I do not spend 8000 Rs to change the screen first. When I asked him to give me this thing in written, he denied saying that I am not going to give you anything in written. The guy was extremely rude. I did not ask him to change the screen under warranty, All I asked was to restore my OS. Further, my phone charger (not working) which has got nothing to do with a crack on the screen of phone. He said that the warranty is expired for it as well.
I thought that Lenovo was a respected company who actually cares for it's customer, but I know that Lenovo is just another company who simply treat it's customers nice only till the product is not sold. Once the product is sold nobody gives a **bleep** about the customers.
Today I realized that there is no difference between the customer service of phone company like Micromax and a big and trusted brand like Lenovo.
I really do not know what action you will take on this, but if this is the level of customer service provided by Lenovo, then that day is not far when your customer will start moving to another competitor.
Regards,
Malwinder Singh
And this time, its been more then 8 days since my last email and more than 15 days since Ireceived any call or email from Lenovo Customer care and no one is even bothered to reply.
Regards,
Malwinder

Customer Care the Creative Labs way.

Customer Care the Creative Labs way.The key phrases here are:we appreciate the opportunity to assist you. If you still require assistance, please reply to this email? To cut a long story short..I have a Creative Labs portable MP3 player (a Zen Sleek 20 Gb) which requires a new battery. The machine was bought new, has been well looked after and is otherwise in perfect working order. Although the machine is just 5 years old Creative say they no longer provide any after sales support for it and, although not in so many words, advise me that my only option is to replace it. Dear Marc,
For this issue, I do apologize but please understand that we no longer have any spare parts for the player like the battery to be able to offer repair serivces.
We have discontinued manufacturing parts for the player for more than 2
years now and without parts, we cannot offer any type of repairs.
If it were available, we would have offered you the repair service in
the first place. What good would it be for us to decline you of repair
options.
Do what you think is right abd proper but like I said and as what my
colleagues informed you previously, we no longer have any repair options
for the Zen Sleek player.
Regards,
xxxxxxx
Creative Customer Support Services, Creative Labs
Thanks for getting back to me so quickly xxxxxxx.
Creative designed (and sold) the machine with a built-in battery.
Creative's engineer's and product designer's know that rechargeable
batteries have a finite and rather short life-span. Much shorter than
the life span of the Zen Sleek 20 Gb as a whole.
I am not prepared to throw this machine away and buy a replacement when
all it needs is a new battery.
Unless Creative would like this entire correspondence to be posted on
relevant consumer web sites, such as anythingbutipod.com I suggest you
get back to me with an appropriate solution.
kind regards,
Marc
Date: Thu, Oct 2009 7:02:38 +0800
From: [email protected]
To:
Subject: RE: CLE - Technical Support Request - (Zen Sleek)
(KMM9595845I5977L0KM)
Dear Marc,
Thank you for getting back to us. I am sorry of what happened.
With regards to your issue, I am sorry to inform you that as the zen
Sleek is designed with the built-in battery which cannot be
replaceable.
Have a nice day!
Please retain all the previous correspondence when replying to this
email.
Best Regards,
xxxxxxx
Creative Customer Support Services
Creative Labs Europe
Thanks xxxxxxx,
In the case of the player in question, I still believe the battery
needs to be changed. THis is normal given the age of the player and the
amount of use it has had.
What are my solutions for achieving this?
I have always believed that Creative is not the sort of company which
lets its customers down when it comes to afer sales support.
As I have said previously, the machine is in perfect condition and is
only around 5 or 6 years old. It was a very high spec machine when I
bought it and I have neither the money nor the inclination to change
it.
Could you please advise as to how I can replace the battery, and not
refer me to any other parts of your web site.
Thanks in advance,
Date: Thu, Oct 2009 :53:2 +0800
From: [email protected]
To:
Subject: RE: CLE - Technical Support Request - (Zen Sleek)
(KMM959435I5977L0KM)
Dear Marc,
Thank you for getting back to us.
With regards to your enquiry, you might like to visit our website to view the article.
Prolonging Battery Life of a Creative Product
The Link: http://support.creative.com/kb/ShowA....aspx?sid=4672
Best Regards,
xxxxxxx
Creative Customer Support Services
Creative Labs Europe
Thanks for your response xxxxxxx,
What would you suggest? That I throw the machine away and buy a new one?
This player is still functioning perfectly. It never skips, rarely freezes and is generally in excellent condition.
All the interfaces, charge leads work perfectly. It deli'vers excellent sound quality.
As a result of being charged a great number of times, the battery no longer holds as much charge as it did when new. The player's autonomy has decreased sharply as a result and, unless I am able to charge it every 2-3 hours or so, I cannot use it.
The player is not that old, no more than 5 or 6 years.
Surely there must be some solution for prolonging its useful life.
I will leave it with you to make inquiries within the Creative Labs structures.
Thanks
Regards,
Marc
Date: Tue, 29 Sep 2009 7:34: +0800
From: [email protected]
To:
Subject: Re: CLE - Technical Support Request - (Zen Sleek)
(KMM958392I5977L0KM)
Dear Marc,
Thank you for reaching us at Creative Technical Support; we appreciate
the opportunity to assist you.
With regards to your enquiry, I am very sorry but unfortunately,
we do not have any replacement battery for the ZEN Sleek. Sorry for any
inconvenience that caused you.
If you still require assistance, please reply to this email with any previous correspondence to ensure the quickest and most accurate service.
Best Regards,
xxxxxxx
Creative Customer Support Services, Creative Labs Europe
Subject: CLE - Technical Support Request - (Zen Sleek)
E-mail Address:
Self Description: Intermediate PC User
Region: Europe
Country: United Kingdom
Support Inquiry: Other/Not Listed Above
Product: Zen Sleek
CCPP Certificate Number:
Serial Number: 390542004008M
Purchase Date: Aug/23/2004
Operating System: OS Independent
Firmware Version: .00.05
Creative Model Number:
Connected To:
Detailed Problem Description:
The battery in my Zen Sleek 20 GB MP3 player needs replacing. It is not accessible to the user. What are my options for replacing it's How long will this take? and what is the cost? Many thanks, regards, Marc

Thanks for taking the time to respond Mike,
This is an interesting take on the situation.
I do not consider 5 years as an acceptable life span for a machine which cost close to 200 GBP, was made by a highly reputable manufacturer and has been well looked after. 0 perha
ps.
If this is the case, then at the moment of sale the customer should be advised of the limited life span.
I have not the skills, the material, the time nor the inclanation to take the machine apart myself, even if a suitable new battery could be found.
I agree with you that the cost of repair is likely to exceed the cost of replacement.
I shall continue to use the machine for as long as I am able (despite its short autonomy) and will look to Creative's competitors when I eventually replace it.

POor Poor pathetic customer care

Hi Sony website states : Sony offices located in your area should be your primary point of contact and will provide you with the best and quickest service. THIS IS ABSOLUTELY FALSE. The Local office keeps sending the same response without understanding the question. My question is, as spelt out to the Local Customer Care: Please read and answer the query below: I would like to pre-order the Sony Xperia Z1 Compact announced at CES yesterday. http://blogs.sonymobile.com/press_release/xperia-z-1-compact-best-camera-in-compact-waterproof-smart... Hi I would like to pre-order the Sony Xperia Z1 Compact announced at CES yesterday. http://blogs.sonymobile.com/press_release/xperia-z-1-compact-best-camera-in-compact-waterproof-smart... Please help me to do so... I have waited since November for this product... Please assist me... And in all cases they respond with: Thank you for contacting us, and if you have any other queries please contact us again we'd be more than happy to assist you anytime. For the latest news, information and product support please visit www.sonymobile.com. If you require any further assistance then please do not hesitate to respond to this email. Thank you for contacting the Sony Xperia support centre. In regards to your question about the Xperia Z1, kindly find the below: We would like to thank you for your loyalty to Sony. Find below the nearest dealers to your current location, they will provide you the necessary information. For Sony Mobile Dealers in Saudi Arabia kindly check below the following numbers: Modern Electronics Co. Ltd. (Sony) Takhassusi Street - North Near Ford Cars Showroom Riyadh Tel.: 920007669 Fax: 2812399 E-mail: Modern Electronics Co. Ltd. (Sony) Al Thugaira Street Opposite Tuwyan gas station Qassim Tel.: 920007669 Fax: 3247881 Email: [email protected] Modern Electronics Co. Ltd. (Sony) King Fahd Street Near Najmat Madaen gas station Al Kharj Tel.: 920007669 Fax: 2231476 Email: [email protected] Thank you for contacting us, and if you have any other queries please contact us again we'd be more than happy to assist you anytime. For the latest news, information and product support please visit www.sonymobile.com. If you require any further assistance then please do not hesitate to respond to this email. In Jordan dial 0800 22023 In Bahrain dial 8000 47 94 In UAE dial +97143919880 In Egypt dial 16727 In Saudi Arabia dial 800-8200-727 Please be aware that should you not respond within 5 days of this email your query will be automatically closed. Any further communications will not reach our support and a new query will need to be raised.

Hi and welcome to the community! Since you're new please be sure that you have checked out our Discussion guidelines.
I'm not sure if your local support team are able to take pre orders on the just announced Xperia Z1 compact but I suggest that you give them a call or check with any local Sony store if the pre orders have started yet on your market.
http://www.sonymobile.com/global-en/support/contact-us/contact-info/
- Community Manager Sony Xperia Support Forum
If you're new to our forums make sure that you have read our Discussion guidelines.
If you want to get in touch with the local support team for your country please visit our contact page.

Abysmal customer care.

About 10am on Thursday, and engineer appeared in my back garden, knocked on the door and said he’d have to disconnect my phone for about 2 hours as they needed to work on a pole down the street. I hadn't called them as my phone and Internet were absolutely fine; there were no problems at all. 5 minutes later, I lost connection.
Hours later, they still hadn’t reconnected me or come back to say that they’d finished. When I went out to look – they’d packed up and left. I called BT – and it took hours to get through. They tried to say it was down to me and said they’d get someone round to have a look in a WEEK’s time.
I need the phone and Internet. I pointed out that as they had come and disconnected me, the least they could do would be to return and undo whatever they had done ASAP. I spent all day yesterday trying to sort it out. Promises to phone back were unfulfilled and when someone finally did get in touch, he said it would take him 24 hours to get me reconnected. Still waiting to hear from them – still no Internet or phone.
BT makes it almost impossible for you to get in touch with them, impossible to get a clear update and for most of the time all they say is, ‘I’m sorry, I can’t do anything about that’.
Surely, the courteous thing for the engineers to do was to come back, tell me they’d finished and checked that I was reconnected again before moving on. The very least they could have done when I informed them they’d done something to my connection was to come back and rectify it.
I’m very disappointed with the way BT has handled this – very poor quality customer care indeed. Still trying to get them to come back and see what the problem is and as I work from home over the weekend, loss of internet has been exceptionally inconvenient. They seem to think its OK to just arrive unannounced, cut you off and then leave you for days and days without bothering to do anything about it!
Solved!
Go to Solution.

BT do not provide or maintain the external network. This is done by Openreach who work for all service providers. BT do not get any special treatment.
I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are a UK based team of people, who take personal ownership of your problem.
Once you get a reply, if you click on their name, you will see a screen like this. Click on the link as shown below.
Please do not send them a personal message, as they may not be on duty for a long time, and your message will not be tracked properly.
For your own security, do not post any personal details, on this forum. That includes any tracking number you are give.
They will respond either by phone or e-mail within 5-6 working days.
Please use the tracked e-mail, to reply, not via the forum. Thanks
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

Contact customer care / deleting account

I want to delete an account. I have been following the procedure more than 7 times and it is a loop that always brings me back to the first step and never allows me to actually contact customer care to ask them to delete an account. This is just crazy! Makes me feel as if skype think we are stupid!

Hi,
Skype is aware of lingering website issues, particularly when people are trying to contact Skype Customer Service. Temporarily enabling scripts, pop-up dialog boxes, and disabling plug-ins which could prohibit pop-ups may help get past website problems. Here is a link to the instruction on how to contact Skype Customer Service via their secure portal: Contact Customer Service
If you experience difficulty reaching Skype Customer Service or find yourself redirected back to the Community, please try again using a different web browser and choosing a different path through the various drop-down menu options presented.
Also, look to approve a pop-up dialogue box which would connect you to start an instant message chat with a customer service agent. If you have pop-ups blocked in your browser settings, this will also block reaching an agent.
Last and not least, when you reach the last step of the process, remember to click on the "Start Chat" link when you are provided the choice of visiting the Community or starting an instant message chat with a customer service agent.
Regards,
Elaine
P.S. Skype's website issues unfortunately are sporadic and proving difficult to diagnose "in the wild." If you could kindly post back with these details, which would be most helpful:
Which browser(s) and version of said browser(s) have you tried?
Do you use a handheld device such as a smartphone or a tablet, and if so, what is the device and its operating system?
If you use a laptop/desktop, which one and what is its operating system?
Important detail: where on the planet are you located? Country and general region would be sufficient.
The text of any error messages and/or screen shots would be helpful.
Which path or steps did you take in your attempts to reach Skype Customer Service?
Was your question answered? Please click on the Accept as a Solution link so everyone can quickly find what works! Like a post or want to say, "Thank You" - ?? Click on the Kudos button!
Trustworthy information: Brian Krebs: 3 Basic Rules for Online Safety and Consumer Reports: Guide to Internet Security Online Safety Tip: Change your passwords often!

Mislead by the Customer care Executive

Hello , On 06/28/15 morning i took Comcast Highspeed Internet 25mbps with 40$ a month [Cable TV was free but i did not opt for it bcoz of 50 Deposit & No TV at home]
On the same evening i called comcast customer care to enquire "How/Where to get the co-axial cable to connect my modem" Instead of providing that Info,
The Customer executive almost forced me to opt Cable TV[You are our valued customer so we are giving this wonderful offer - Free Cable TV & Installation] She Informed If i opt for Cable TV today both Cable TV + Internet will be waived off [I confirmed 3 times] -- Listen to your saved conversation which you keep record of.
Thats the reason, I opted for Cable Tv although there was no physical TV at home.
Next day i called customer care thinking to stop Cable TV service, Even that time i was informed there would be no Installation Charges, so i din't cancel.
Now when i check my bill details, you have waived off the Video/Cable TV Installation charges, But added 49.50$ for Internet Installation -- Hasn't the executive done both at once ??Request you to Waived off this as communicated by your staff
Was this informed earlier, there would be Install Fee for Internet & Only Cable was free, I would rather do Internet Installation myself[which is explained on your website] 1. Connect modem2. Call customer care Provide device serial no
3. Get the service activated
On top of this : I called Customer care next dayMe : You charged for Internet Install & waived off TV InstallationExec : Tv installation free, Internet Installation is charged, Me : Executive has informed both are Free Installtion if i opt Cable TVExec : The customer rep has not put any note of it while creating an appointmentMe : Verify the Conversation Exec : We dont save all conversationMe : You have misguided i will opt out of comcast Exec : Sure you will get all Deposit + Installtion RefundedEven this executive is misguiding : Question : Then why we hear : your conversation may be recorded for Quality & Training Purpose ?

bmpatil-
I am so sorry for the delay. I see that you have spoken with a representative already over the phone. Do you still need assistance with your billing concern?

Unable to execute startscen.sh for AIA PIP Agent-Assisted Billing Care 2.4

Hi all.
I am executing the 'Sync Collections Actions Integration Flow' of 'Agent-Assisted Billing Care' PIP to transfer collections data.
I just install AIA 2.4 with ODI 10.1.3.5, BRM 7.4 and Siebel 8.1.1.
After executing the following command for the first time :
./startscen.sh SYNCCOLLECTIONACTION 001 GLOBAL -v=5
I obtain the following error :
java.lang.Exception: Error: No value to affect to this variable for DefDate:2009-06-12 16:09:30.0
DefN:null
DefV:null
IndStore:L
ITxtDefT:null
ITxtVar:null
SessNo:23200
VarDatatype:A
VarName:AIA_COLLECTIONS_PROJECT.AIA_HOME
at com.sunopsis.dwg.dbobj.SnpSessTaskSqlV.execStdOrders(SnpSessTaskSqlV.java)
at com.sunopsis.dwg.dbobj.SnpSessTaskSql.treatTaskTrt(SnpSessTaskSql.java)
at com.sunopsis.dwg.dbobj.SnpSessTaskSqlV.treatTaskTrt(SnpSessTaskSqlV.java)
at com.sunopsis.dwg.dbobj.SnpSessTaskSql.treatTask(SnpSessTaskSql.java)
at com.sunopsis.dwg.dbobj.SnpSessTaskSqlV.treatTask(SnpSessTaskSqlV.java)
at com.sunopsis.dwg.dbobj.SnpSessStep.treatSessStep(SnpSessStep.java)
at com.sunopsis.dwg.dbobj.SnpSession.treatSession(SnpSession.java)
at com.sunopsis.dwg.cmd.DwgCommandScenario.treatCommand(DwgCommandScenario.java)
at com.sunopsis.dwg.cmd.DwgCommandBase.execute(DwgCommandBase.java)
at com.sunopsis.dwg.cmd.e.i(e.java)
at com.sunopsis.dwg.cmd.e.y(e.java)
at com.sunopsis.dwg.DwgJv.treatCmd(DwgJv.java)
at com.sunopsis.dwg.DwgJv.main(DwgJv.java)
at oracle.odi.Agent.main(Agent.java)
I read the procedure from "Siebel CRM Integration Pack for Oracle Communications BRM: Agent-Assisted Billing Care 2.4 - Implementation Guide (E14801-01)".
Thanks,
Patricia.

Could you open the package which is above the scenario SYNCCOLLECTIONACTION.
If you open this package, it should contain a variable step (maybe several) which is named like your variable.
If you click on this step you should see in the General Tab a field Linked Object which can't be empty. Could you confirm it ?
At Right of this field you should see a Type ListBox. Try to find the variable step which contains as Type *"Refresh Variable"*, and then right click on this step and Execute this Step, it should execute a refresh on this variable.
After that try again to execute your scenario.

Feedback on Customer Care Employee

I just got off the phone with a Customer Care agent and let me just say that she was so helpful! She helped with re-activation, upgraded my plan and took care of the problems I've been having with accessing my voicemail. Unfortunately, toward the end of the conversation, the call dropped....(I was on a different phone other than my cell), so I wasn't able to properly thank her. I wasn't able to find anywhere on the site to give compliments to ATT employees except on here, so I signed up just so I could do so, lol.... So thank you Zantrell W!

Hey there
I’m glad to hear that Zantrell was able to assist you and display the WOW! Factor in doing so! We’d love to pass on your comments! Can you please send me a private message by Clicking Here and include the following information?
Full name
Cell number
Date/Time of interaction
We’ll make sure deserved recognition is given!
Thanks,
Charise

!!!(assistance) Customer care procedure

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