Awful Customer service and handling of my issues

Hi,
Not quite sure where to begin but i would like someone to take notice of my concerns as it appears no one in the service center is. I have never received such a poor service and whats worse is that the information i have been given appears to be false.
The issue started over a month, in november my ex partner bought me a brand new laptop from littlewoods, a G505s, the AMD quad core, ati 2GB graphics, supposedly the works, anyways after about a month it got really hot and then eventually the screen went blank and would not show any picture, so i contact Lenovo who arranged to collect the laptop and repair it.
The laptop was received on the 17th of January in germany at there so called repair center, i called them each day to check the status and at first was told to wait the 10 days, then after the 10 days, ui was then told to wait 28 days, then two weeks after the initial contact i was told they would find out how long the parts would take to arrive and so fourth, this went on for weeks. Eventually after nearly four weeks, i was told the parts would take too long and so they would issue me with a returns code if i coudl provide proof of purchase. The problem is the laptop was apresent and my ex girlfreind was not playing ball so thinking that i would have to wait for the laptop to be returned, low and behold i come back from work and there we go, they returned the laptop UNREPAIRED.
I received a document with it saying that they have diganosed the problem as the motherboard being faulty however they have so called resolved this issue by returning the laptop without being repaired, which i did not ask for them to do, i asked for it to be repaired or replaced under the warranty which they are legally obliged to.
When i contacted LENOVO about this, i was put through to a rude senior supervisor who was very rude and unhelpful, stating that i had to provide this and when i tried to explain that i was unsatisfied that it had taken so long for this to get brought to my attention he claimed i was being abusive. I asked for an email address to email into and he refused to provide this, i asked to escalate the call, he refused. I think considering i have worked in customer services for over two years i know how these work and there are complaints procedures in which if a complain is not resolved then it gets escalated if the customer requires this however it appears Lenovo and this so called senior does not feel the same way.
All i want is my laptop replaced or repaired, an email address to send my formal complaint about this member of staff and my outstanding issues resolved, as i was given [email protected]

welcome to the BT community forum where customers help customers and only BT employees are the forum mods
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?
Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone. if cordless phone you may hear a 'dull hum' which is normal if you hear noise then you need to report a phone fault to 151
regardless of which ISP you use apart from cable the engineers will be exactly the same as all the lines are owned by openreach and treat all ISPs exactly the same
Someone may then be able to offer help/assistance/suggestions to your problem
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Similar Messages

PLEASE READ - Awful Customer Service from both Sky and BT

For several weeks or more my broadband connection has been dropping off completely literally whenever it wants. There is no pattern, specific times or any clues as to why it does this whatsoever. We first moved to the area I currently live in back in November'14 and there had been a couple of issues in the area causing broadband to go down. So we assumed the connection dropping was because of similar issues but it just kept happening so enough was enough, time to call sky. So the teach advisor does a line test which comes back fine and confirms the connection has dropped many times by looking at the history just as I said. They then do a 24 hour line test where they were supposed to call me back with the results, you guessed right....they didn't. So of course I was back on the phone to them, they confirmed the connection coming into the home was perfect. They then ask a number of standard questions regarding the setup and connection socket. We established the connection socket was an old one and 'not' a test connection socket. The advisor then tells me their booking a BT Openreach Engineer because the socket will need changing for the Sky Engineer to test the connection. I also asked "Do you think it could be the router", the advsor replied "I wouldn't put my money on it". This was great of course, already onto fixing it I thought. So the day of the appointment comes and low and behold it's a SKY Engineer at the door NOT a BT Engineer even after establishing over the phone he wouldn't be able to test the connection because of the old socket. He knew nothing about the issue & my perfect working router was changed to a brand new one along with the microfilter etc, which was fair enough because I ended up with a new one. Amusingly I couldn't keep my old one as a back up....jobsworth, this was of course SKY guessing & hoping it would resolve the issue even if it is the first thing to do they were wasting my time because they 'knew' the connection socket wasn't a test one. He said if it still continues then to call SKY and tell them a BT Engineeer will need to fit a Test Connection socket as we knew anyway. IMO this was unbelievable because regardless of this being their procedure I was given the wrong advice from a so called proffesional Tech advisor and they could have sent a new router in the post as well as booking a BT Engineer = waste of my time. I finally got an appointment with a BT Line Engineer who turned up knowing nothing about the issue, he did a copper wire test and it come back perfect, he said he's never seen a connection so fast. The Exchange is literally around the corner hence the connection is so fast. He said as the copper wire test was perfect that's him done now but he will change the connection socket to a test one. Whilst fitting it he said it could be the socket as it's old & the connection might not be filtering through properly. Once fitted it dropped & connected again 5 times or more in front of his very eyes, nothing more he could personally do. When the line engineer was originally booked Sky's advisor also booked a call from their technical support (higher up) to call me in the afternoon after the engineer had been to see if had been fixed etc. I confirmed the connection had dropped after the new socket was fitted so this completely rules that out. Due to the history of the connection dropping before my original call, Sky's checks and a new socket of course it's time to book a Broadband Engineer. So the lady says "we've established there is no problems within the home so it must be between the home and the exchange so the last thing to do is book a BT broadband enginner". She says "I'll put you on hold a minute whilst I see what appointments we can get". To me astonishement she says they need to collect some more data and will call back in the morning at 9:30am. So she calls me back and says they are not going to book an enginner because I have been connected for more than 16 hours now. Well that nearly made me choke in disgust and shock simply because their log history of the connection dropping confirms I have gone much longer connected. Not just that but it dropped 5+ times after the new socket was fitted and in front of the enginner that changed it. So if that isn't an advisor not giving a dam about the customer and attempting to save SKY money I dream that just happened. As you can imagine I told her what a joke that was and hung up the phone, absolutely ridiculous and I am sure the majority of SKY employees would agree. The next day just as I knew it would the connection started dropping again as & when it likes, random as usual. So they actually book a BT Boradband Engineer this time, finally. So the engineer arives once again knowing nothing about the job making him the 3rd person to arrive in the dark about the job. He believed the problem was SKY trying to speed up everyone's broadband for a number of months now even if there was only a meg in it. Because of this apparently my dsl noise-margin was set at 3 and that was too low. So after discussing noise margins with me he went back to the exchange, called SKY who agreed 3 was too low and changed it to 6. He called back and advised me it should be OK now and to give it 10 days for the line to settle. Rather than running at a fragile 24meg it would be a steady 16 now he said, which I could cope with as long as it didn't keep dropping off. Later that day my connection starts dropping again and I knew full well this has nothing to do with allowing the line to settle. So the SKY advisor goes through the notes that the engineer had made, he mentioned everything we spoke about apart from something that shocked me. He has put down that he couldn't do an Earth *something* test because there was young children about. To my amazement not once did he mention that and if he had my partner could have took them upstairs. However that was that and another Broadband Engineer was booked. He turns up making him the 4th person that knows nothing about the job so after expaining the issue he seems very enthusiastic about the job itself so that was confident. After doing the same tests as the 1st 'broadband' engineer he can't find any issues either, so he climbs the pole 50 metres away from the house. He took it apart, cleared a bit of corrosion but nothing unusual. Then he tells me he'll get SKY to monitor the conection, he has another job to go to annd he'll call back at 3. It got to 5pm and still no call or knock at the door so I called SKY who's customer solutions contact BT who say the the issue has been put down as 'resolved'. I confirmed my connection hadn't dropped since so I left it at that. Because I wasn't at all confident it was fixed it was fixed I kept joking with my partner by saying "Resolved" every so often because of the engineer not calling back and the stress it has caused. Surprise, surprise, the connection drops again the same evening at just gone 7pm (Saturday) so I am straight back on the phone to SKY. Having to explain everything again he puts me on hold to discuss it with a colleague. They put all the notes from every case into a new one as previous one's have been closed as the engineer's claimed 'reolved' when obviously it wasn't. He explained that it is being 'Viper' escalated now as a complaint to BT because they have given 2 frontline Engineers to rectify the problem & they haven't. So they booked a more 'senior' engineer to come out. SKY advised he will be given all the notes from the case & when they get confirmation of the appointment they receive a reference. SKY then contact BT with that reference and explain everything verbally as well. Whilst booking the appointment & speaking with me the broadband connection goes and so the does the landline so we get cut off. This happens everytime they book and engineer. and 2/5 advisors haven't bothered calling me back to contine the conversation, this guy was the 2nd NOT to call me back. The day of the appointment arrives and because I wasn't called back & received no confirmation I call SKY to confirm who do just that. I decided to discuss more discount with this advisor because I had only previously received a small amount because BT Engineers keep putting the case down as resolved. On the Saturday the advisor offensively offered 65p because he does as the computer tells him....pat on the back for him. Thankfully the lady advisor this time was more understanding and applied £20 which was at least something. She also said she would speak with her manager and call be back in the morning with some offers as an apolgy because the enginner would have been out and fixed the issue by then. I was also advised it's the last thing that could try as he is a 'senior engineer'. The so called 'Senior' BT Broadband Engineer arrives and regardless of what SKY told me about it being 'Viper' or 'Hyper' escalated he was also pretty much in the dark. Well as you can imagine that is just the icing on the cake, lost for words. Anyway, he does his tests & says "Sounds like all they've done so far is climb a pole". So he climbs the pole & replaces the cable from the pole to the exchange still confirming everything is fine. There is nothing more he can do and says I will need to call them if it happens again and say "What do you want to do"....shocking to the least. He put in his notes/suggestions to SKY; should it happen again, replace the equipment at the exchange or book another type of engineer. I NEVER got a all back the following morning from the advisor that said she would call back with offers even though she said "I always make my call backs"..........looks that way. Of course the connection drops once again, this time when I call & after having to explain literally everything again I get put through to 2nd tier techincal support (something like that). The lady explains that she needs to book a BT REIN Engineer, this was definitely what she said as I asked how it was spelt and since googled it too for an understanding. She said she would normally take my case on because of everything I have gone through & it would mean not having to explain it everytime but she is going on holiday and not back until September. She apologised a number of times on behalf of SKY and arranged a call back on 6th September (I think) to discount me further as an apology. So apparently the REIN Engineer is booked, she told me to unscrew the connection socked and plug the microfiliter directly into the test part of the socket. Whilst she's putting the appointment through the landline goes off which we were taling on as well as the broadband connection going off. When she called back she assumed I was doing the connection socket whilst on the phone to her. Absolutely not, so I explaine that evertime an appointment is booked with BT this happens. A previous advisor told me that BT does and automatic line test upon booking which is why the landline & broadband drop. She was absolutely adament that this shouldn't happen but that was that & the appointment booked. The Engineer turned up and would you believe it wasn't until I started chatting with him and he'd already started tests that he realised I was expecting a REIN Engineer. He then told me that SKY cannot raise a REIN Engineer they have to (Broadband Engineers) & there's only 2 in the whole of North *my area*. Well again, what do you do but laugh or cry?, I went for the laugh where my blood was boiling. He also said that there is no 'Senior' engineer as such and also said "If he put in his notes about changing the equipment at the exchange, why didn't here"....exactly. So the Broadband Engineer goes back to the exhange calls SKY who allow him to change the equipment & calls me back advising it's all up & running. I aksed "If it happens again is there anyone I can call directly", he replies; "I don't know, we have a number specifically for BT and I just spoke to someone called Chris who doesn't think it's REIN *Facepalm* . This BT Engineer actually did his job properly but for SKY to say "I don't think it REIN after all that is well......lost for words. If I have missed anything out of all this mess I guarantee if it's not incorrect spellings & grammat it's just more awful, awful customer service from both BT & SKY whom are business patners lol. So SKY.....Is the Issue fixed?What was it?Where's my further discount?What offers you got as an apology? bear in mind I already pay around £80 per month for everything after call charges. So after this shambles I hope it's FREE. Oh and what are the odds on someone calling me? because evertime I get through it's luck of the draw & most of the time it's BAD LUCK. Although I have already spent literally hours on the phone to you I am glad I have got this on the net now as it will know become common knowledge. I have also kept a personal copy in case the Thread is removed. Regards.

Thanks for the info and of course the understanding, althought I am sure someone official browses it now & again my main aim was to get this out there. I had an issue a while ago with EA sports regarding their FIFA 15 game, to cut along story short I was incorrectly banned from their servers for apparently botting so I couldn't play online. Their customer service was diabolical, pretty much on par with this. After some research I found out they were the voted the worse company in the states so that said it all. After being passed from advisor to supervisor to manager and back again everything fell on death ears. So through Google I found as many sites & email addresses as possible and posted/sent my argument. It got as far as the EA president where it was all sorted and I was heavily compensated. If I hadn't of done that though I'd still be banned from their servers. Will do exactly the same with this case, as everthing goes throught to someone as SKY in the UK it should be a dam sight easier than getting a reply from EA Canada etc.

Terrible customer service, and no help with defective camera

Madams and Sirs,
This camera (see below) was a Christmas present, and we discovered first last week that it had a manufacturing defect. (one of the small tabs holding the case half together got installed in a pinched way.)
Best Buy has always had fantastic customer service, and we have been very happy. We have spend many thousand dollars in your store every year. So we were sure the store would have a solution.
We took it in to your store #1423 on Curtner in San Jose to try to exchange or replace under warranty.
I understand you sometimes you are not able to help a customer, but this email is first about the shock I got when I spoke with Megan in customer service.
As many customers in Silicon Valley, I am an engineering manager, and we have performed destructive testing on many of our own products. The defect on this camera is obviously a manufacturing defect, and not possible to be caused by poor handling. This is very obvious.
Megan told me with other employees as well as my son listening next to me that I was a liar, and that the damage was caused by abuse, and not a defect. I tried to explain that was not possible, and she interrupted me, and again said that i was not telling the truth, and that the assembly error was caused by us.
I then asked if it was possible to have the matter reviewed by the store manager, and she responded she was the store manager.
I left with the camera, and the matter unresolved, and had to explain to my son that I was not a liar, and that Megan must be wrong and "some people just have a bad day sometimes".
I will not be spoken to with insults like that, and I can no longer go to your store with my kids, and if my employees treated any customer the way Megan did, I would make sure she received training to correct this. If the store manager have this attitude to customers, the entire organisation usually follows, and I will not be a customer in a store like that.
1. Please help resolve this issue.Order number: {removed per forum guidelines}

Hello erikev,
Cameras are nice to have, especially with young children, so I can imagine how frustrating it can be to find yourself with a pinched casing. When something goes wrong, it’s never a fun situation, and while it may not be something we can necessarily help with, great customer service should still be provided. It sounds like this didn’t happen the way we hoped, and I’m sorry this was at your expense.
As this situation is definitely concerning, I looked into your account to see how I might be able to assist. However, I have found your concerns have reached Terrance with our executive support team. He is currently looking into your situation and should contact you once more information is available. From here, Terrance will be your first point of contact.
Hopefully he can find a good resolution for you,
Alex|Social Media Specialist | Best Buy® Corporate
Private Message

Apple Customer Service and warranty exceptions

Hello all,
Whilst I love my Apple hardware and software, and have had many good experiences with them over the years, unfortunately I post today with a complaint about what I perceive to be poor customer service and product quality.
In late March/early April of 2006, I purchased a 1.83GHz MacBook Pro with great anticipation- Intel inside, Tiger OS, inbuilt webcam, and general awesomeness all round. I also purchased the 3 year AppleCare warranty, which was to be a godsend as during the following three years I would experience:
*The replacement of the battery under the original MacBook Pro battery exchange program
*The left fan on the unit dying in 2007
*The logic board itself dying in late Feb/Early March 2008, thus bricking my laptop
*Another battery replacement as the replacement for the original died before it (realistically) should have (Apple very nicely made an exception to the battery's 1 year technical warranty and replaced it for me).
Fair enough, it's a new unit and was bound to have some problems. Unfortunately, last week the logic board died AGAIN; a mere 18 months after it was replaced in 2008. The unit is out of AppleCare warranty by 5 months or so, but I was urged by forumites and friends to call Apple, who would surely make an exception for me and pay for the replacement part, given my service history with the laptop and Apple's reputation for excellent customer service.
Unfortunately, this has proved to not be the case. Calling customer service at Apple Australia I talked to Steven, who was firm to the point of rudeness when he stated that my laptop was out of warranty and Apple would cover nothing but the labour charges involved, as a "guesture of good will". When stretched, he offered me a $125 voucher if I wanted to purchase anything over $400 in the Apple store, and stressed he didn't have to do this but the company was attempting to provide good service to its customer.
Despite my argument that I forked out over $3000 for this laptop a mere three years ago and am now looking at over $1000 to repair something replaced only 18 months ago, his line was that Apple provided a warranty and that was simply that (apart from a month or two grace). Five months is apparently "far outside the warranty period".
I received no challenge to my assertion that after buying something which cost over $3000, it was reasonable for Apple to expect a consumer to pay an extra $1000 every year after the warranty finishes to replace a broken logic board. In truth, I find this near incomprehensible, considering one can buy the supposedly inferior build quality of a Dell, HP, Toshiba, etc and see it last not just beyond the warranty but another two or three years before it finally suffers something terminal.
While from a warranty perspective Apple are well and truly within their rights to refuse to pay for the part, at the end of the day I am left to pay $1000+ for a repair for something which may only last another 12 months, plus $3500+ for a new Macbook Pro with AppleCare if I want a replacement- minus of course the $125 they are offering.
I did some reading of the ACCC's website about my statutory rights and the Trade Practices act, and I note the following with interest:
*Statutory conditions (goods)*
The Trade Practices Act implies the following statutory conditions into consumer contracts:
* The goods must be of merchantable quality. That is, they must meet a basic level of quality and performance, taking into account their price and description. They also should be free from defects that were not obvious to you at the time of purchase.
* The goods must be fit for their purpose. That is, they should do what they are supposed to do and be suitable for any purpose that you might have made known to the supplier.
* The goods must match the description you were given or the sample you chose from. For example, any carpet laid must be the same quality and colour as the sample you chose from.
* You must receive clear title to the goods, including goods bought at auction. In other words, you can expect to own the goods outright and any restriction on ownership should be explained to you beforehand.
While I don't particularly want to make a big deal of things, I hardly see $3000+ for three years use and $1000 each year thereafter to be merchantible quality or fit-for-purpose! This is supposed to be a high end laptop with excellent build quality, and yet I've a secondhand iBook that has been chugging for longer without issue than this machine!
I told Steven from Customer Service that his offer didn't satisfy me in the slightest, and still put me in an awkward position with regards to repair and repurchase. He simply wouldn't budge, and refused to see things from my point of view (which another operator, Anu, was able to do and thus produce a much better response from myself). I have since asked to speak to his manager which- after initial resistance- I have been able to secure a future callback from. I have no idea how well discussions with he/she will go.
What I'd like to hear from you guys and girls is your experience with similar situations, and whether you think I've a leg to stand on with regards my replacement request or the ACCC stuff above. Again, I love my Apple products but I hardly think asking them to replace the part while I pay for labour is a big ask, given the service history and my desire to continue buying and using their products.
Love to hear your points of view on this one; thanks for taking the time to read it!
Cheers,
Dave.

Dear meacod
I have live the same, except that I Cure my MBP before it goes to die.
A lot of older participants here just talk about Aplle care, which seem the automatic thing in front of a lack of real good quality on Apple products .
But I think we pay the price, and my second hand MBP was much more expensive than a brand new PC with more ram, more Hard disk, and even a blue ray...
I don't know your mbp history, but that's sure that we are not equal, in world, with Apple customer support. France is not so great, I don't know for your country.
The only thing I think is that Apple should take care of us, as we have some unacceptable issues, for An Apple Product...
Since 1996, when Apple was almost dead, saved by Bill Gates investment !!! , I have every year promote it, and it was not easy, but I have bring to Apple between 3 to 10 customers each year..
since One year, I have stop that, because I don't believe anymore in Apple product's superiority .
Oh, yes, on the paper, it's better, the system is really good. But the overall experiment can be so bad that I don't want to loose friends, or customers...
I don't say it's always bad : I just say that it CAN BE SO BAD and that Apple DON'T take care of that...
so, for your computer, open it, check it a lot, may be it's too late, but for instance, you talked about a fan, I have solved that case just by putting oil on the fan's axe...
good luck

Verizon Customer Service and Samsung Galaxy S III

A little over 3 weeks ago I purchased a Samsung Galaxy III phone from Verizon.
The exact store is:
224 North Weber Road,
Bolingbrook, IL 60440
(630) 226-4660
When I purchased the phone the person who sold me the phone told me that I had 30 days, If I was not completely satisfied with the phone I could return it and get my money back. However, he assured me that I would LOVE my new phone.
I had just come off using a Blackberry for 4 years with no problems AT ALL! I loved that phone, but I thought it would be nice to get up to the 21st century phone standards and get a touch screen phone. Well, I went for the best…… or so I thought.
As soon as I got my new phone in the car, I started using the speaker phone hands free. The speakerphone began to cut in and out and the person, my husband whom I most speak with could not understand what I was saying. I used the speakerphone on my Blackberry without issue. I did not think much of it because I was so happy to have my new phone. I thought maybe I was just in a bad area etc… Well the issue persisted also when I called my bank, my husband’s mother, my mother and it did not matter where I was the speaker phone did not work properly. Then my phone started to drop calls. Again, I thought it may have been the area, but it started happening a lot. So now I was really beginning to wonder. Having though I was still under the 30 DAY warranty, I gave it a few more days. I began having to take out the battery to reset the unit because apps where disappearing and when I went to re-install them the unit indicated that app was already on my phone and wanted to know if I would like to uninstall the app. I had to once again take out the battery and have the unit restart. Well, I could not take it anymore. With all of the things going wrong only a couple of weeks after purchase, I had to go into the store and see what they could do for me. I went in and explained my situation to the manger who was greeting people at the door, I think her name was Katie or something like that. She put me in line on her IPad just like everyone else for someone to assist me. I was assigned to a very pleasant associate who took the battery out of my phone and said try this to see if this works for you. I, not knowing very much about the technology said ok and walked out of the store. Well it kept on getting worse. I went back to the store on Sunday, September 30th 2012 asking for my money back or a new replacement for the phone. They would not assist me. I started with a regular associate and went up the chain finally getting Katie (the store manager) who repeated everything that everyone else said. So, obviously, she has no managerial skills at all. She stated that they would have to totally reset my phone to see if some apps where conflicting etc. Isn’t that what you purchase a Smartphone for??? To put apps on it and calendars etc. I just downloaded a calendar and Xfinity because that is what I have my e-mail on. I don’t’ think that was the issue, but you could not tell Katie anything.
I wanted a new phone replacement or money back as I spent $300.00 dollars on this phone. She would not have it. She said we have to go through the proper trouble shooting because I was out of the 14 day return policy!!!!. OMGsh 14 days???? I was told 30! Had I known this, I would have gotten my money back the first time I took the phone in for the issues I was having. At that time, I was still under the 14 day policy! I proceeded to express my opinion to everyone in the store stating “Don’t buy a Samsung Galaxy III” They are pieces of **bleep**. Well, needless to say Katie did not like that and she set my phone down in front of me and said, if I am going to swear, she is not going to help me. Ok, then I re-worded my statement to tell everyone in the store “Don’t buy a Samsung Galaxy III they are pieces of garbage” I cleaned it up a little, but still got my point across. I also told her that I would blog about it and send a letter to the corporate office of both Samsung and Verizon. I don’t think that she believed me, but here I am taking my time for this stuff. Time I don’t have much of, but I feel very strongly about this situation. I was lied to and Katie had the nerve to tell me that if I get a replacement phone from them, it would be a refurbished unit even though I just purchased the unit 3 weeks earlier. THAT is unacceptable by any standards!!!
Needless to say I left the store totally dissatisfied with Verizon’s customer service and the Samsung Galaxy III phone. I have not put any unusual apps on my phone nor have I downloaded a new calendar to my phone and I am still having the same issues with dropped calls and bad speaker phone. I will not put any time into this phone for them to tell me they need to reset the whole darn thing again! I am not going to bother going back to that Verizon store, because I know that they will not lift a finger to do anything about it.
My husband wants an IPhone 5. We will not be purchasing this from Verizon and I will probably eat the cancellation fee and go through AT&T so that my husband can get his IPhone. I will never purchase another thing from Verizon, this is not the first time that that they have let me down.
I hope that this letter, blog, facebook, YouTube note will open some eyes with regard to Verizon customer service and the Samsung Galaxy III phone. I don’t know if it will, but with social media as it is, I hope it DOES!
Thanks for nothing Verizon!!!
Sincerely
Donna {edited for privacy}

These forums are dedicated to Residential products and services offered by Verizon.
For help on Verizon Wireless issues, please post your topic on the
Verizon Wireless community.

Digusted with the lack of Customer Service and Complete disregard for Inconveniences

Its a shame I have to come here in order for my voice to be heard. I have spent many hours on the phone with technical support and customer service and it has been to no avail. As a longstanding verizon wireless customer I assumed the high level of customer service experienced there would be translated when I decided to pay MORE money and switch from DirectTV to Verizon FIOS. The last few days have proven me wrong as I still remain without internet, tv, or phone service due to a technical issue beyond my fault. I spent an hour on the phone yesterday only to find out a technician would need to be scheduled and sent to my home today. Working in sales, I have reports I must complete each day requiring use of a WIFI connection so this was already becoming an inconvenience on top of the fact I had to be available between 8-12 and miss a half day of work. Not only did the technician never show up but lied in the notes and stated he/she made an attempt to reach me by phone. My call log shows no incoming phone calls during anytime between 8-12 today. When I called tech support to check on the status of when they would be getting someone back out they informed me I would have to wait until tomorrow afternoon before someone could come out. I expressed my extreme displeasure with having to miss more time from work (which is additional money lost) and inconvienece as I would have to move my day around to find a place with free WIFI after work hours to complete my reports. Traffic in DC is not friendly and this has completely turned me off. Veriozn FIOS is unreliable and the level of service I have received to date has been sub par to put it politely. Offering me 2 pro-rated days back on my service doesn't even begin to compensate for the missed time out of work nor the gas and inconvience of running to the nearest free WIFI so I am able to do work required of me. I decided to switch to FIOS because of the verizon name assuming the quality of the product and level of service would be one I could depend on. This has been the farthest thing from what has taken place. I now have another appointment tomorrow and quite unsure if anything at all will happen. I need some somebody from corporate to receive this message as it took me forever to find this forum to express myself and try to come to some resolve to make things right in this situation. None of your customer service reps possessed any information on how to contact corporate and due to my experience I can see why. You all would likely have to hire full time stafff to accomodate the level of complaints coming in. Pending how this situation is resolved, I may or may not take my story to social media and as many review and blog sites as possible. Verizon FIOS has ruined my day and I hope that someone will care enough to make this situation right.

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

Terrible customer service and relations

In January of this year my wife and I switched back to Verizon from StraightTalk. I purchased the Droid Turbo and she purchased the IPhone. Shortly after getting our new phones, I made the dumb mistake of laying my phone on the back of my truck and drove down the road. When I realized what I had done, it was too late. My phone had already fallen off and had been smashed. I had not purchased the insurance for the phone so I knew I was going to have to foot the bill since we were on the Edge plan. After confirming this with VZW, I paid the $635.99 on February 10, 2015 at Z Wireless in Everett, PA to buy out my contract. I was then told that I would have to wait for the billing cycle to roll around, which was only a couple of days, to get a new Turbo on the Edge plan. I went back to the store once the bill posted to get my Turbo. They tried to scan the phone but their screen would not let the transaction go through. They then contacted VZW to see why. I was then told that I had to wait 30 days because of policy. I then went back to the store on March 10, 2015 to get my Turbo as instructed by VZW customer service. After arriving at the store, we had the same problems as before. The store was told by VZW that it had to be a full 30 days and that I could get my Turbo on March 11, 2015. So on March 11, I went back to the store, as instructed by VZW customer service, to get my Turbo. Once again, the transaction would not go through. The store contacted VZW to see what the problem was this time. I was then told that VZW had not posted my payment until February 16, 2015 and that the 30 days did not start until then. I paid the $635.99 on February 10, 2015 and it came out of my bank account on February 12, 2015. I then personally contacted VZW to voice my displeasure and to see if there was anything that could be done. After talking with several customer service representatives, it was obvious that I was now going to have to wait until March 16 to get my Turbo. So on March 16, 2015, I contacted VZW before I made another trip to the store to get my phone. The VZW customer service representative assured me that I was able to get my phone today. I then made another trip to the store to finally get my phone. Wrong! After once again trying to scan my phone, the store manager had another message come up on her screen. She then contacted VZW once again to see what the problem was. I was now told that it could take up to 60 days to get my Turbo because there is something wrong with the VZW computer network. Even though I am now supposedly eligible for the Edge, I still cannot get it because of a problem with the VZW computer system. So, as of 11:43 am on March 19, 2015 I am still without the Turbo. I cannot for the life of me see how and why it takes this long to get a cell phone. I understand policy and procedures, but it is a cell phone, not some national security issue. In all my conversations with the customer service at VZW, about all I can get is the standard " yes I will help you get this resolved" and then the " I am sorry, there is nothing we can do but we appreciate you choosing VZW". I so very much regret leaving StraightTalk and choosing VZW. I am tired of calling customer service and nobody knows when I can get the Turbo except it was 30 days and now its 60 days. After our contract is up, I can promise VZW will never see another penny of my money. I know one customer is not going to break your company but I am very highly UNSATISFIED with the entire VZW company. If there is anything that you can do to expedite or resolve this process I would very much appreciate it. I hope that this does not fall on deaf ears or just get deleted. I look forward to your response

Wow, I can certainly understand why you would be so frustrated lastchancewithvzw. We want our Edge program to be an easy process to customers and I apologize you have not experienced that recently. I would like to clarify the buy out process with our Edge program. The 60 day time frame to enter a new Edge agreement is correct. The Edge buyout amount is shown on the bill the same day. However, they payment is not applied to the account after one bill cycle to ensure there the payment is not reversed or disputed. I apologize about the confusion caused. Thank You, MichelleS_VZW Follow us on Twitter @VZWSupport If my response answered your question please click the "Correct Answer" button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!

Complaint about customer service and business practices

I am creating this post to make public a complaint i have about unethical practices and poor customer service with Verizon.
Here is the story:
A few months back our landline stopped working. Called Verizon and followed all of the troubleshooting steps to try and fix the problem. No dice. I called again- they said they could send a tech out to fix the phone line- and was told specifically that if the problem was INSIDE the house and involved the tech coming INSIDE then there would be a $91 service charge. If the problem was OUTSIDE the house, no charge. So cautious that the problem might be inside, I replaced the phone jack and tried multiple phones etc to make sure it was not an inside issue. Called back and scheduled an appt. The tech came out- was extremely friendly and immediately located and fixed the problem- IN THE BOX OUTSIDE. Said there was a short in one of the lines at the box. It took him less than 5 min. I said- that was easy! He said- yup- and will save you money too (by not having to go inside). That was that. The next month we got our statement (we're on autopay)- and there it was- $91 charge. I called customer service- and after some passing around and review of the tech's notes by the rep- that stated he did NOT enter the house, they agreed to credit us back the $91 on our next bill. That was last month. Statement arrives today- NO CREDIT. I call back. After more passing around I am finally told that it was not credited because our "request" was denied. What? I said? The request was reviewed and denied based on the "notes" showing that i was "informed of the charges at the time of service"? Um, what? No i wasnt. I was informed MULTIPLE times PRIOR to the appt that i COULD incurr charges if the tech came in the house. He did not- his tech notes even state that. So now i get passed to a supervisor. He tells me that the tech notes state that i was told of the charges at the time of service. Funny- the month prior to that when i first called the notes did not state that at all- they simple said that he did not enter the house. Somehow after my "request" was filed the tech notes were modified. The supervisor was very curt and short and said the case was already reviewed and denied- no credit. He then goes on to say that the reason for the charge was because the tech did work on a line that LED into the house? What? Don't all the phone lines LEAD into the house? And regardless- it was explained several times to me that the ONLY charges would be if he came in the house. I have been a loyal Verizon customer for years- but i was shocked and quite frankly **bleep** off. NEVER was i told about any charges during the service. In fact i was told the exact opposite- that there would be NO charges since he never entered the house. This is a horribly deceptive practice- and i am NOT HAPPY. I told the "supervisor" so- who didnt seem to care at all- and told him that i would consider canceling my service because of this- at which he happily said "would you like me to transfer you to cancelations?" wow. Unfortunately I am still locked into my 2 year agreement- however i will unquestionably be looking to switch to brighthouse after its up and will be recommending likewise to my friends and family. You simply cannot tell a customer one thing and then charge them for another. Dont they record all the phone calls for "quality assurance"? Well if so, then they need to listen to the calls i made prior to the appt to ensure that i would NOT be charged if the tech did not enter the house. I triple confirmed this. Verizon has completely lost any credibility in my opinion. NOT HAPPY.

so yesterday i posted the below complaint about my experience getting charged for service on my landline. After some "private chatting" with various verizon people i got the response that follows. unbelievable. i will without a doubt be canceling my verizon service as soon as my contract is up and will definately be recommending the same to friends and family.
here is my original post from yesterday:
I am creating this post to make public a complaint i have about unethical practices and poor customer service with Verizon.
Here is the story:
A few months back our landline stopped working. Called Verizon and followed all of the troubleshooting steps to try and fix the problem. No dice. I called again- they said they could send a tech out to fix the phone line- and was told specifically that if the problem was INSIDE the house and involved the tech coming INSIDE then there would be a $91 service charge. If the problem was OUTSIDE the house, no charge. So cautious that the problem might be inside, I replaced the phone jack and tried multiple phones etc to make sure it was not an inside issue. Called back and scheduled an appt. The tech came out- was extremely friendly and immediately located and fixed the problem- IN THE BOX OUTSIDE. Said there was a short in one of the lines at the box. It took him less than 5 min. I said- that was easy! He said- yup- and will save you money too (by not having to go inside). That was that. The next month we got our statement (we're on autopay)- and there it was- $91 charge. I called customer service- and after some passing around and review of the tech's notes by the rep- that stated he did NOT enter the house, they agreed to credit us back the $91 on our next bill. That was last month. Statement arrives today- NO CREDIT. I call back. After more passing around I am finally told that it was not credited because our "request" was denied. What? I said? The request was reviewed and denied based on the "notes" showing that i was "informed of the charges at the time of service"? Um, what? No i wasnt. I was informed MULTIPLE times PRIOR to the appt that i COULD incurr charges if the tech came in the house. He did not- his tech notes even state that. So now i get passed to a supervisor. He tells me that the tech notes state that i was told of the charges at the time of service. Funny- the month prior to that when i first called the notes did not state that at all- they simple said that he did not enter the house. Somehow after my "request" was filed the tech notes were modified. The supervisor was very curt and short and said the case was already reviewed and denied- no credit. He then goes on to say that the reason for the charge was because the tech did work on a line that LED into the house? What? Don't all the phone lines LEAD into the house? And regardless- it was explained several times to me that the ONLY charges would be if he came in the house. I have been a loyal Verizon customer for years- but i was shocked and quite frankly **bleep** off. NEVER was i told about any charges during the service. In fact i was told the exact opposite- that there would be NO charges since he never entered the house. This is a horribly deceptive practice- and i am NOT HAPPY. I told the "supervisor" so- who didnt seem to care at all- and told him that i would consider canceling my service because of this- at which he happily said "would you like me to transfer you to cancelations?" wow. Unfortunately I am still locked into my 2 year agreement- however i will unquestionably be looking to switch to brighthouse after its up and will be recommending likewise to my friends and family. You simply cannot tell a customer one thing and then charge them for another. Dont they record all the phone calls for "quality assurance"? Well if so, then they need to listen to the calls i made prior to the appt to ensure that i would NOT be charged if the tech did not enter the house. I triple confirmed this. Verizon has completely lost any credibility in my opinion. NOT HAPPY.
This post was followed by an online chat with a verizon person last night- who, after reviewing my acct and the notes on the acct said the following:
{edited for privacy}
WHAT? First off I WAS NEVER INFORMED THAT THERE WAS A DIFFERENCE OF WHERE THE WIRE WAS OUTSIDE MY HOUSE. I was simply told if the work/wires were ANYWHERE ON THE OUTSIDE of the house, which they were, then no charge. "Internal side of the NID leading into your home"- THIS WAS STILL ALL OUTSIDE! NO ONE EVER SAID IF THE WIRE WAS ON A PARTICULAR SIDE OF THE NID BOX I WOULD BE CHARGED! ONLY IF THE WORK WAS INSIDE OR OUTSIDE THE HOUSE! THIS IS CRAZY! AND ARE YOU SERIOUS ABOUT AN INSIDE WIRE MAINTENANCE PLAN? WHO THE HELL HAS THIS? OR HAS EVEN HEARD OF IT?
I AM SIMPLY AMAZED THAT A HUGE COMPANY LIKE VERIZON FEELS THE NEED TO BULLY AROUND AND TAKE ADVANTAGE OF PEOPLE LIKE ME. SHAME ON YOU VERIZON. CLEARLY I HAVE LITTLE RECOURSE HERE, HOWEVER AS MENTIONED BEFORE I WILL BE CANCELING MY SERVICE AS SOON AS MY CONTRACT IS UP (TO AVOID ANY RIDICULOUS EARLY TERMINATION CHARGES0 AND WILL BE RECOMMENDING THE SAME TO OTHERS. I WILL OF COURSE BE FILING A COMPLAINT WITH THE BBB AND ANY OTHER CONSUMER ADVOCATE GROUPS THAT I CAN - NOT THAT I EXPECT ANYTHING TO COME OF IT- BUT TO SIMPLY LET THIS GO ON RECORD. SHAME ON YOU. YOU CANNOT TELL A CUSTOMER ONE THING AND THEN DO ANOTHER. LISTEN TO THE PHONE RECORDS FOR WHEN I CALLED TO MAKE THE APPT- ALL I WAS TOLD IS THAT THERE WOULD BE NO CHARGE FOR WORK DONE OUTSIDE THE HOUSE...ONLY CHARGE WOULD BE IF WORK WAS DONE INSIDE. WOW. SIMPLY AMAZING.

COMPLAINT! Customer Service and Billing!

Duplicate post - please see:
COMPLAINT!! Customer Service and Billing!
Message was edited by: Admin Moderator

Wow so sorry to hear of your issues with customer service.
I have had the same run around with Verizon wireless customer service.
Depending on who you talk to you get a different answer every time.
How can you make changes to your account when you never know what the "actual" bill will be ?
Have asked to speak to a supervisor and was denied, that is not right.
You could try contacting the BBB maybe they can help you out ( may need them also )

Problems with Customer Service AND unexplained charges!

I've been with Verizon for I-don't-know-how-many years, and through the years you are bound to have a few problems here and there but some of the problems are just ridiculous! It's also the same reocurring problem!!!!!!!!!!!!!!!! I was with Alltel first, before it was bought out by Verizon. The years I was with Alltel, I didn't have near as many problems. It seems EVERY time I do the smallest change or something to my phone or bill, I get a ridiculous amount of charges that I was NOT aware of, nor told about... EVEN IF I ask "So this isn't going to change my bill, or there will not be any unexpected/unexplained charges that I don't know about?"... BUT not matter how many times I ask... and NO matter how many times I am told "no"... there always is. For example.... last year, I updated and signed a new 2 year contract and purchased the first Driod. Before, my 30 day warranty was up, I was having problems with my Driod, and decided to send it in and get a new one. Before I did this.. I called customer service to make sure there would be no interuption in my bill, and there wouldn't be any unexpect charges, and there would be no difference in anything. I was told there was not, and once I recieved my new phone, just send it in and nothing would be changed. Of course, when I get my bill.. I see I was charged $500 for the new phone. It was explained to me that my credit card was reimbursed (which I never check that card, because I never used it expect to purchase the phone) and that I was recharged for the new phone, since it was a new phone. So I had to fork out the $500 (on top of my bill) and then wait months to get the $100 rebate card. Months after that, I "assumed liablity of my line" because I was on a plan with my family. I decided to have my own line, so I "assumed liability." I was not told that when I did that, I "renewed" my contract date. So I just added 6 more months to my 2 year contract. Was NOT told about that! Then again...... I was recently having problems with my Driod (the screen went black and would not come back on.) I had to turn on an OLD motorola razor, so I would not be without a phone for two days while I was waiting on my phone to come in. As soon as my phone came in, I had my Droid turned back on. I recieved my bill recently, and my bill was $200 over what it normally should be.... so I called in... apparently, when I had my phone replaced, they dropped off my data package and when I recieved my replacement driod, they never put it back on. So I was being charged for alllll my data usage... again I was NOT told about this. I wasn't even aware that they had dropped off my data package, and when/where did they get the authority to do that??? These are just a FEW of the problems that I have had.................................
Does anyone have these reoccuring problems!?

I understand that my bill can be viewed online, and I do view it fairly regularly, so if there are any unexplained charges, I can call Verizon asap. The problem does not come from me not understanding my bill, but from customer service. I have been with Verizon for a very long time, and it is a continuing problem. Where did Verizon get the 'OK' to drop my data package off my plan? Who authorized that?
After calling Verizon and trying to find out the problem, the gentleman told me that when I activated on old phone while I was waiting on my new Droid to arrive, my data package was dropped off and I "should" have been told about that. When I reactiviated my new Droid, I "should" have called and had them restart my data package. I was not aware that when you activate an old phone that data plan is taken off your plan. In all my years of having cell phones, I never make two years with one phone. I have always, at one point, had to turn on an old phone, and my data package has NEVER changed. Why would I have my data package dropped and why would I have to call Verizon to have it restarted. I would never know to do that unless I was TOLD that my data packaged HAD to be re-added when I recieved my new phone, but I was never told of that.
All of that is beside the point, the point is, Verizon was never given the authorization to change my plan. Never. My bill was taken care of and readjusted, and I am thankful for that. It does not change the fact it is always a hassle with Verizon Customer Service and I am always the one having to PROVE that I am not at fault, or that I was NEVER told of certian things. EVERY TIME I HAVE CALLED CUSTOMER SERVICE, I AM TOLD "I'M SORRY, THEY SHOULD HAVE TOLD YOU THAT."
"they should" does not help my bill with the extra armount of charges.

Create Custom Infotype and handle Modification/Updation

Hi All,
I need to create a custom infotype and handle few checks while creating/updating the existing one.
I have gone through the existing threads and have figured out the creation part.
Could anyone tell me where i need to code the checks while creating/updating.
I tried editing the PBO/PAI of the Module pool program, but as its standard, is asking for access key. Do we need to code this in any userexit or implement BADI.
For example,
a) i need to check that only one instance of the infotype should be valid for an
employee at a time
b) This infotype should be created for only Employees and not contingent workers.
c) Few fields on the body section needs to be updated/modified.
Thanks and Regards
Manish.

You can use the IN_UPDATE or AFTER_INPUT Methods of the BAdI HRPAD00INFTY to perform your validations.
Arya

Customer service and computer have gone from bad to totally unbelievable

I have a friend who was not computer savvy and asked for my help in purchasing a computer before going on vacation. I have been a best buy customer for a very long time,I would say my house was a best buy house.After the experience that she has endured and continues to deal with,I'm sorry that I took her to best buy.I private messaged Karina on the 12th so as not to make a fuss if I could get help privately but did not receive a response.The saga of customer service and her non-functioning computer from two stores in town has gone from bad to totally unbelievable.I used to work customer service and if I had treated my customers in the manner she has received I would have been looking for a job.She was accused of stealing money or the computer she paid for, she has been lied to, delayed from her vacation, had her extended warranty cancelled,numerous other things and is still dealing with a computer that is not functioning properly. I'm trying to help her and this has become harder and harder to do.I would appreciate some help as we have asked to speak to a district manager and that seems to be an impossibility.

Hi deafdragon,
It sounds like your friend is going through a complete and utter nightmare of a situation, so it’s very nice of you to be reaching out to us on her behalf. Trying to receive service on a broken computer should never be this difficult, and it’s especially concerning to hear of the serious allegations we’ve reportedly made against her while requesting assistance. As I’d hate for this to cause you both further aggravation, I’d really appreciate the opportunity to see how I may help.
Due to our Privacy Policy though, I’m unable to discuss the details of your friend’s case with you. Please have your friend create a forum account using her email address we may have on file with her Best Buy account. From there, please tell her to send me a private message with her full name, contact information, and any information she wishes me to know so that I may see what options we may have available for her.
Respectfully,
Alex|Social Media Specialist | Best Buy® Corporate
Private Message

Bt you need to get your customer service and billi...

HI all just to let you know I have been with bt ( all 3 packages vision, broadband option 3 and telephone + the £5 each month free calls )
Until they tried to put all of the bills together all was fine I got all bills and went online to pay instant with card and or part direct debit for 2 of the 3 accounts. ) all no problems.
UNTIL!!!!!!
the change over back in July 2010.
After a 1.5 hours repetitive conversation with customer service ( and yes they where english speaking ) we are astill no where.
they now say that my bt broadband has a different account and has been sent to my landlord ( as he had to call them 3 yrs ago to get a line put in to my rent place)
any way the only problem is my broadband bill. I have not received any bill paper or email from July 2010 at ALL!!
I still get the bills for vision and telephone all in my name and gets paid direct debit I have no problems with those 2 its the broadband bill
Only to find last night my landlord came round irate that bt had cut him off because my broadband bill was not paid and he said its not his its mine ( this was lets say a slight confrontation with me and landlord) BT muck up again !!!!
Next I call today to speak to Customer service only for them to keep repeating that there is nothing they can do its in the landlords name.
I say I'm not bothered I just want to know why I was getting all bills and paying for them ON TIME until July 2010.
They then say they need to change the account holder to my name and I say but your sending me online email bill and paper billing for my vision and telephone why have you stopped the broad band.
Any way sorry for long story but I am seriously thinking of enough is enough now what with the first 18 months broad band connection problems ( exchange end had to re port 3 times their end) and 4 engineers. to get it sorted to now when BT change all account into one for this to happen.
LISTEN BT ITs now become a personal confrontational matter ( my landlord coming round)
ITS your problem your end GET it sorted.
If my only advice to anyone with BT
1GET account in your name same address if possible.
2. make sure BT know your mobile, and email addresses. double check each year when you renew contracts
3. WRITE EVERYTHING DOWN , name, time date who spoke to.
HERE COMES BIG COMPLAINTS LOOK OUT BT
also sent email to adam lee yesterday about this whole thing. Adam lee was who my landlord spoke to about the whole thing and so I think he deducted the wrong billing of my broadband to his account.
his email is ******* for any one else.
UPDATE:
when I check my online statements it shows all 3 accounts yet BT customer service say my broadband account has been disconnected?? DUHHHH im using it now !!
and funny thing is how can you pay a bill if the broadband says your bill is uptodate your next bill is due 16th October 2010 ( YES 2010 ..LOL)

Hi Hamish72
Thanks for comments
I totally agree as I run my own facebook custom fanpage design and webhosting so I know how customers what to be treated Key 1 I learnt is always listen and repeat back their question. and 2 solve the problem. 3 revert back to no: 1
UPDATE: just spoke to another customer service person called KAREN. Now this is not a name and shame in fact I have include her name as she sorted this all out in 30 mins totally understood and has 75% solved problem while on the phone. The other 25% is down to waiting to activation of a move over of the error of bt putting my broadband account under my landlords account ( different address ). Why the other CS couldn't do this I don't know.
any way will let you all know how it goes.

HT1349 I have purchased itunes card whenever enter the card number asking me to call customer service and treatment sinners

I have purchased itunes card whenever enter the card number asking me to call customer service and treatment sinners

Do as it says and contact customer service instead of posting to these user to user technical support forums.

Adobe customer service and technical assistance

Adobe no longer has the standards it use to have. Only a couple of years ago I was able to get excellent customer service and technical assistance. Now representatives do not speak or write in understandable English and the chat service does not work properly. I am not against outsourcing in principle, but one would expect at least some basic training in customer service. It is unethical for a company not to offer adequate assistance to a customer who has paid over $500 for one of their buggy products.

I had to call Adobe Customer Service over the summer a few times in
connection with software activation after a lightning strike forced me
to replace some hardware. Aside from the fact that I had to do it all,
it was fairly painless, and each call (there were three) took less than
15 minutes with almost no time on hold.
Probably helped that I called at midnight here, 9 a.m. (I think) in
Bangalore.
Kenneth Benson
Pegasus Type, Inc.
www.pegtype.com

Awful Customer service and handling of my issues

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