Bad Service and No Customer Loyalty

Worst customer service ever.  Went to the Verison store today because my power button on the top of my IPhone 5 was not working.  I did a little research before and found this is a common problem with IPhone 5's.  Wanted to inquire about getting a replacement to find out my 1 year warranty expired 2 weeks ago.  The only thing the associates at the Katy, TX store would tell me was I should have bought the extended warranty.  I have been a loyal customer for almost 10 years and they would not make a consideration. They just wanted to push their warranty.   So much for customer service and loyalty.  When asked why do you not stand behind your product the manager said we stand behind the serivce not the product, you can talk to Apple about that.  Just horrible customer service. I wlll be looking at taking my $200 a month bill to another carrier that shows some interest in keeping loyal cusotmers. I will also be spreading my story to as many people I can. It would be nice to hear from someone from Verison.  Has anyone else run into situations like this?

i disagree and maybe I am just old school.  But if i purchased something I expect it to last more then 1 years, especially when the contract I signed for service is 2 years.  And yes I understand manufacturers warranties, but good customer service and showing loyalty would have at least brought more empathy from the consultant as opposed to "you should have bought our warranty".  I had a situation a few years ago with a washer from Best Buy.  About 3 months out of "warranty" it broke.  I have been a loyal BB customer for years and they recognized that, they sent a tech to look at it, deemed it was defective and replaced the unit at no charge to me.  That is what loyalty and service is all about.

Similar Messages

  • Slow service and dre4adful customer service

    I was enticed to the BT infinity service from an existing ADSL provider with the promise of additional speed. Not the full 20/10 but 17/2. I actually get 6.5/0.6 unfortunately after a catalogue of dreadful customer service and bad technical support I am faced with no other alternative than to open a case with the Ombudsman for communications.
    My post is to warn others who get suckered into the promise of a faster connection from BT. The fact is that infinity is no better than ADSL unless you are next to the cabinet or exchange. Same scenario as ADSL. The bad thing is that although the 1st engineer correctly diagnosed the issue immediately after installation BT continued to send another 7 engineers to look into the issue. The tech buddies at the call centre have no idea on what to do other than send another engineer and assure me they are work hard to resolve my issues. The fact is that the call centre staff do not understand the complaint procedure nor can they escalate issues to get a resolution.
    After nearly 2 months of being told to re-boot my router and many engineer visits the UK customer agent has finally conceded that the cable is too old to carry a reliable digital signal and that it is too costly for BT Open reach to replace it. Although I am paying for an infinity service I should accept that due to the inferior quality of the BT network I am getting as good as it gets.
    I am sorry to say I do not accept that the old antiquated cables that provide the phone service are not up to the job and can be left in place as it is too expensive to replace. Surely every technology company expects to invest in delivering the service they offer their customers and asking me to accept an inferior service but still pay the full price is unacceptable. I do not live out in the sticks I live in a large town. My previous ADSL provider gave a better speed than infinity provides.
    I was told by BT that it would not be recommended to take this case to the Ombudsman as it is unlikely I will get anywhere. My view is that if everyone took this stance then the Ombudsman would have no visibility of the poor service BT are providing and their inability to update their infrastructure to meet their obligations. Not only is the speed way too slow the customer service that BT provides is among the worst of any company I have dealt with. Given the size of BT I would have hoped for a better escalation system.  Sadly there is no alternative to BT unless Virgin runs by your door as all providers have to utilise the antiquated BT network. They may have spent loads on Century 21 but they missed the final section of cable.
    BT has agreed that they are unable to resolve my problem. I have requested a ‘Deadlock’ letter but apparently only special authorised people can issue these and none are available for a few days!  So it appears that even when BT have admitted they are at the end of their trouble shooting they are still reluctant to issue the final letter to prove it and allow me to take the next step.
    All of this is a sad state of affairs making me back away from BT for any services.

    Absolutely accept they do not have to provide. However, once an offer has been made and accepted they should have an obligation to deliver on their commitment. If they had never offered me the service at the speed greater than the ADSL I would have stayed put. I do not see how BT can hide behind outdated infrastructure in the 21st century in a built up area and with consumers having NO choice as Virgin is the only competition.
    Above this the biggest issue is the appalling customer service.  If fact NO customer service. All they have is a tech help line staffed by people trained to speak nicely and ask you to switch off the router or wait for 48 hours for the new profile to take effect. All this given it was never going to work and they knew it. They do constantly call back at the rate of 3 times a day to enquire if the problem is solved tasking no notice of the request to call my mobile phone and harassing my wife at home who has no idea what they are talking about! At one stage she threatened to report them as a nuisance caller!
    The problem was diagnosed on the first visit and if they had any tech staff with any knowledge they should have said from the start don’t waste hours talking to our tech buddies ‘cos it’s as good as it gets.
    I do not think any of this is unreasonable as I’m just asking for what I am paying for no more or less and an efficient way to get the issue resolved.
    I would like to add that eventually after constant complaining and even filling in the complaint form on the web site, that never recvd a reply, I was called by a very helpful lady named Emma who did agree immediately the issue was the aluminium cable that was unable to carry a digital signal. She contacted Open Reach and they performed more tests to absolutely confirm the cable was at fault and they would not replace it. She said there was nothing else that could be done and as GBP28.00 PCM was what I would pay for ADSL I should agree to keep what I had and just accept it.
    BT need to understand that a digital service is where we are and if they want to be in the game they need to invest in delivering it or just accept that Virgin have it nailed and leave it all to them and the rest who might not want Virgin will just stick with a slow service.

  • BAD SERVICE AND RUBBISH PRODUCT

    Firstly i have managed to stop 2 different family members from changing their service to BT, they would thank me if only they knew.
    I have only been a customer for 6 months, for the past 2 months i have had vision and broadband issues and am now chasing on a daily basis.  I seem to spend my whole time speaking to various people from all over the World and get some of the best excuses i have heard as to why i cannot get what i am paying for.  1 thing i can say was good about Virgin is that when you had a fault you did not pay for it until it was sorted, no BT just claim he money.
    Vision, picture is great 50% of the time, then the picture breaks up, the tech guys have blamed it on my aerial, finally an engineer comes around says it is the box not the aerial, new box in and problem starts again after a week.  Call centre then firstly blame OFCOM for a transmitter problem, i phoned OFCOM they told me BT were giving the wrong information.  I then called back BT to be told must be because i have a not strong enough signal going to the box, i asked why all the other TV sets in the house work off the same aerial.  BT TECH reason is now the BT vision box needs a stronger signal than the other boxes. 
    Broadband, I have a service which at 10% of the time is over the 10mb and the lowest has been 4mb, for such a high tech company they then blame this on demand. During a check yesterday i was told that when ever it goes low because i am using wireless i can get a really good signal if i sit next to the hub with my computer, think they were losing touch with why i had wireless and the hub is only about 4m away through a door. There latest is they are blaming it on a BT server fault which would be fixed by the 28th Feb, well it must have been a server fault since i got my contract and now it is worse.
    My review is the product is really poor, the TECH guys have a handbook full of complete rubbish to get people off the phone and the Customer Service department are there not to help customers, they seem happy to forward you on to the TECH department, blame everyone else on the planet.  I wonder if BT have heard of sending them on an NVQ course.
    If you are thinking of getting a BT product dont bother

    What you have been told is correct. Freeview reception problems are down to your aerial. WiFi speeds are never as good as a wired connection and will almost certainly depend on the quality of equipment you are using and its wifi capability. If you have a problem we are happy to help. It may be that you need a lift and shift at the exchange to improve your speeds. However I sense from the way you write that you only want to have a wee moan?
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  • [Services and Systems]Custom script .bat for testing Avaibility for Service

    Hi,
    I am trying to create a Service in grid control.
    For the step - Create Generic Service: Service Test, I use custom script test type.
    I've already done this kind of service with a custom script stored on Unix system (script sh -> OK). However, this time, I can only use a script stored on Windows server.
    I tested with a *.bat* file but I got this error :
    Error encountered while executing test.:Beacon-Test
    Here my configuration :
    Grid Control 10.2.0.5
    Windows Server 2005
    My script .bat :
    echo 1
    What type of file do I have to use under Windows so that the test of service works?
    Thanks
    Related links :
    http://www.oracle.com/technology/obe/obe10gEMR2/Quick_Start/system_services/system_services.htm
    http://download.oracle.com/docs/cd/B16240_01/doc/user.102/b28678/services.htm#CHDCAIJC
    Oliver

    Hi,
    here the results of my searchs :
    1 - All .BAT files must begin with : @ECHO OFF
    2 - All scripts have to send only numbers
    Oliver

  • Bad Service and customer service if you can get ahold of them!

    Anyone else out there having problems with their service? The service use to be great but now my phone barely stays in 4g. When I try to call them I have to wait more then 20mins to get no one....I swear this cell provider is going downhill real freaking fast and I'm about to jump ship!!!

    What you have encountered is a security feature called activation lock. An iPad running iOS 7 cannot be reset to a new user without the previous owner releasing the device by turning off Find My iPhone or entering their Apple ID and password.
    The best thing you can do is to try an contact the person you bought the iPad from and get a refund. Chances are the iPad was stolen.

  • Disgusted by BT bad service and Open Reach - charg...

    Having some serious issues with BT and Open Reach, right from day 1. 
    Part 1:
    When I opened BT phone account, rude BT operator got my name and address wrong after saying she had been there 15 years and knew her job, I had to waste valuable time to correct this.
    I asked for Ex-Directory number - read next...
    Part 2:
    Booked the engineer, when he arrived, he was late and wasn't happy. He told us he wasn't meant to be there, he was covering for someone - very unprofessional attitude.
    He got a phonecall from a friend and told them he was going to 'get out of here', this was a Friday. He left in the middle of the job. We had already waited enough for the installation and we had to wait another weekend to get it finished.
    Part 3:
    Eventually got connected, but the phone started ringing 3 times a day, we got recorded messages, silent calls and people trying to get info from us. This was supposed to be an Ex-Directory number...
    We googled our telephone number and found out that it was from a recent local Commercial Vehicle Rental business.
    Our internet provider told us there would be a charge if we changed the number, and we would have no internet for a couple of weeks. 
    We called BT, they offered no suitable solutions, we would have to pay the internet charge even though it was BT's mistake.
    Part 4:
    We are still getting as many nuisance calls. BT said they would register us with TPS -  they didn't. I had to, plus registered with other bodies BT didn't tell me about. I have told BT there is an ill person here who is suffering stress from the calls but BT will not block known numbers.
    Part 5:
    On Monday 23rd April we lost our phone connection, so we called BT and had to push for an engineer to come before Thursday. He came on Wednesday without our knowledge and put a card through our door pretending that he needed to access the property to fix the fault.
    Interestingly that was a lie, because the line had been cut outside. How do we know? Read next...
    Part 6:
    A very rude, unprofessional and mannerless Open Reach engineer came on Thursday, (after another long phone call to BT), told us our neighbour had cut off two BT lines and a Sky connection, and they were here to fix it. 
    At the end of the job he told us he would be applying a charge to US, even though he knew our neighbour a few doors down had cut our line while he was cutting his trees. The charge is in the region of £130.
    I believe the neighbour is a BT customer, but BT told me they are not going to pursue the charge with him, even though the engineer's report stated the neighbour is the culprit.
    BT and Open Reach are cowardly, bullying customers who are not responsible, while they should be pursuing those who are responsible for vandalising BT's property. They charge their innocent customers anyway and let them go through the stress of disputing unlawful charges from BT and Open Reach.
    So far we have wasted valuable time, made dozens of useless phonecalls, are very stressed.
    We are disgusted with BT and Open Reach.

    Hi Guys,
    This thread seems to be moving off topic, please keep it friendly.
    @Mac355 - If you haven't done so yet, Please follow the advise given by John46 and drop us an email so that we can look into the details of this.
    Cheers
    Sean
    BTCare Community Manager
    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 that 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 :-)

  • Really bad service, and I'm not even connected yet...

    So I opted for a new fibre connection in my house. I had three months of poor connection speeds form plus-net, and although their service is very cheap , the lack of reliable connection eventually made me consider the change to bt.
    I am lucky enough that the local phone network is being upgraded. So I booked online for BT tv/ infinity 2 fibre connection.
    The first appointment was scheduled for the 12th of November. This was canceled by BT due to technical problems. Fair enough as they seem busy digging up the road and I understand this process can't always run to schedule. My wife had agreed to take the morning off work to let the engineer in but this was easily rearranged with BT for the 17th nov.
    on the 16th now BT called to say that they had sent an engineer around two days before and that he could not get access to the property... Of course you can't get access if we are not in....make an appointment next time?
    So we rang up to speak to BT they apologised and said the engineer would be there on the 17 th if we could be in. My wife rearranged her day to allow for the new appointment , stayed in the house , didn't get paid and had her time wasted. No engineer called. she spoke to BT who claimed the engineer had knocked , and phoned both mobile and house phone. Neither of my over zealous dogs or partner hear the engineer, and there is no record of the phone attempts on our devices.
    I rang up to rebook and complain and was told the department was understaffed and not to ring at lunch time as everyone is out and the phones can't be answered. Also they can't rebook my appointment and that I would have to wait until December for my connection. Since I was at work in my lunch I couldn't really peruse the matter so I tried calling back after work. Unfortunately after wasting my effort navigating the phone system I was told then department was closed after 5.
    So I can't call at lunch and your closed after 5 , you don't keep appointments , you make unscheduled appointments , the engineers lie and I have to wait another two weeks to get my service.
    I thought paying a premier price would get me good service.
    I'm deeply annoyed. I can imagine with your poor record so far that my complaints here will also go un-answered.
    Please don't tell me your sorry. I want my appointment moved to a sooner date and I want a discount for having wasted my time and caucusing my wife to lose a days income.

    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, make sure that you are logged into the forum, then 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
    This is the form you should see when you click on the link. If you do not see this form, then you have selected the wrong link.
    When you submit the form, you will receive an enquiry number, so please keep a note of it
    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.

  • Bad service and support

    I have heard that BT are just as bad. I think we will just have to accept that all broadband suppliers are very very bad at support.

    I joined Sky a year ago when they took over O2 broadband. I had read so many bad things but decided to transfer as the offer was good and included Sky TV at the same price I was paying O2. Everything went well until my 12 month contract was up and I decided to cancel my sky tv. The process could only be done over the phone and the guy (as I had been warned in other forums) did everything to stop me, including saying his PC was playing up, he was new and never cancelled before, needed to talk to supivisor etc etc etc. But I insisted and after about 30 minutes finally was able to cancel. Today my Sky TV was cancelled. BUT so was my telephone and broadband! A call to sky and I was first told I had casnceled, then I was told I must have contacted a third party and they had canceled my contract prior to moving my broadband to them. They said that there was nothing I could do but start my contract again and that this could take up to 18 days before my phone was reconnected. I am moving to BT.

  • Bad service and no service

    I have had my Driod Incredible 2 for at least 6 months and it is rare when I get more than 3 bars. I get none in my house and have to go outside to make calls. I read that this model is notorius for bad reception. Any suggestions? I love it but need a phone I can actually use.

    Anna,
    There are 2 fixes for this phone. My reception was so bad I did both!! There is the antenna finger fix and the 'ol aluminum foil fix. Below I have copied & pasted my response. I'll even send you the link to the thread. All I can say is "Do It!"
    Just did the 'spring finger bend' & also the aluminum foil trick (http://www.youtube.com/watch?v=QHIdl1qrdkc)
    Well, IT  WORKED WONDERFULLY!!!!
    I had an average signal of between -103 to -115 dBm with an asu between 4 to 1.
    Now it's at a between -87 to -95 with an asu of 9 to 13!!!!
    Folks, you will have a new phone! I've had my Dinc2 for almost 2 years with 3 replacements and NONE of them have had these nunbers!!!
    DO IT...............DO IT NOW!!!!!!!!!
    Link:
    https://community.verizonwireless.com/thread/551814?start=170&tstart=0

  • 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

  • Personal Services - W4/Bank Custom Messages and Badi's

    Hello Everyone,
    We are in the process of implementing ESS and have a few custom rules for certain infotypes built in to the old PA users exits. For example, we do not allow associates to have more than 3 banks, we will not allow associates to change W4 information if they have a tax levy, etc.
    Does anyone know of a way to send a message to the screen if an ESS user tries to make changes such as trying to enter more than three banks?  There is a nice Badi in the Leave Request service that allows for checks and messages to be displayed on the screen but unfortunately I am not seeing anything (a Badi to send messages) for the Personal Services W4, Bank, Address, etc.  Has anyone encountered this and if so, what did you do?
    Thanks for your help.
    Best Regards,
    Scott

    Hi Suresh,
    Ok, I do have a question for you if you don't mind me asking.  I have implemented HRPAD00INFTYUI and have tested sending messages to the ESS services and it works.  The problem I am facing is that it appears that the table PNNNN is empty, thus I can't tell in the method which infotype record is being changed.  Do you know what I must do (possibly inside the method Input Conversion) to fill PNNNN with the data that the user entered in ESS?
    Thanks,
    Scott

  • Criminally bad customer service and unethical contracts

    I initiated my service with Verizon in April 2012. I was forced to move from my apartment a few months ago and my new roommates already had internet/TV so I opted to simply cancel my service. I figured there was only 4-5 months remaining on the agreement, so I'd just pay the ETF on that and resume service again down the road.
    Instead, I'm being told that a package change I made about a year ago re-upped the contract that I was already under which added another 12 months or so to the ETF and my final bill over $200. I called to dispute this, because I was never informed of this extension when I upgraded, and the customer service representative agreed - submitting for an $80 credit last week. I check my bill again today and the credit has not gone through. I call Verizon and they inform me the adjustment was denied during an audit. Nobody called, nobody emailed, nobody texted to explain this to me. I had to find out on my own. I spoke with a supervisor who advised me that there who informed me that the charge is valid and he would not re-submit for credit. He, like the rep before him, was pretty apathetic to my situation and pretty much tried to brush me off.
    Here's my thing... I didn't agree to this contract. I didn't authorize this contract. How is it even legal to re-up a contract while you're barely already under one... let alone how is it ethical to do so? I explained in as simple of terms - either you can re-authorize this contract which will take some of the bad taste out of this experience for me, at which time I will pay the bill promptly, salvaging the possibility that I might return to your company in the future.... OR you can continue disrespecting me as a customer, insist on this extortion of a charge, at which point I will just let it go to collections and settle with the agency for a smaller balance anyway, and take my business to your competitors while bad mouthing your company for the unbelievably terrible customer service I've experienced thus far.
    You're a big company, and losing one customer won't break you. I'm simply giving you the choice. Is it smarter to take $120 today or lose $200 (plus hundreds of dollars in future business) tomorrow? What is a customer worth to you?

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

  • What happened to Customer Service and Loyalty!!

    I had been a VZW customer for about 7years and i have always had a good relationship with them until 12/26/13.(guess cuz i never needed help with anything) long story short, I dropped my phone and needed a replacement.. i had insurance but was due for an upgrade in early feb.. so i went into the store to see if it was possible to upgrade now that way i wouldn't have to pay the 100 dollars for the insurance claim on a phone i no longer wanted, just to turn around a pay another 300 to upgrade in another month and a half.. the sales person who happened to be the manager at the store (arroyo crossings las vegas) totally blew me off and was not interested in helping me or keeping me as a customer even after i explained my situation..Left the store and went straight to sign up with AT&T .. i guess im just a customer that pays her bill on time and has been loyal to a company who could care less about being loyal..

    I am bitterly disappointed in Verizon......they did use to be a decent company....sort of.  now they are greedy and arrogant.  no customer loyalty and bending over backwards to keep customers, much less to keep customers happy.  I moved to a new home recently, and who knew you should check out your (removed) cellphone's signal in addition to checking that all drains and electrical switches in the house work?  so in this new place, I have NO signal inside the house and very little outside the house.  it's not my fault Verizon's towers don't friggin' work here...and again, who knew?  so they want $175 plus 75 before a "discount" for a "coverage extender," and I can't pay that.  great.  they are willing to let me out of my contract for free.  is a stupid Catch-22 for both of us. not only that, but I have other family members on this plan.  so the (removed) with Verizon.... I'll check into CREDO who operate under Sprint.  yech.....this is sickening....
    Comment edited as required by the Terms of Service.
    Message was edited by: Admin Moderator

  • Bad Experience: Customer Service and Automated billing

    I signed up for automated billing before my first bill was due on my u-verse and internet services. My online account and the automated telephone services said I was enrolled in auto pay so I assumed that meant my bill would be deducted as I had signed up for. Apparently automated billing can begin anytime and could take "up to 1-2 billing cycles". I signed up for automated billing so I wouldn't have to deal with late fees (we also have automated billing for our cell service through AT&T and have had for years) because we are extremely busy right now. Of course automated billing conveniently doesn't start now and AT&T informs me 10 days after my bill is due. I call Customer Service and the rep acts like I'm ignorant for not knowing that automated billing hasn't started yet and that there will be a late fee. What a nice reward for signing up for automatic bill pay. Most companies give incentives like a percentage off their bill and can figure out how to get the auto pay set up immediately. Not AT&T. They instead pull a "in the fine print" move and tag on a 9.00 late fee for missing your payment. Not happy and we have been loyal AT&T phone customers for years. Will be reconsidering TV and internet services now if this is the direction AT&T's customer service is headed.

      Well, they did say it might not work until 1 or 2 bill cycles, so if it was me I'd check online for the bill.
    Personally I signed up for autopay to my CC the day after I was installed, but due to being installed on the start of my biling cycle day, I didn't get a bill for 6 weeks.  Even then everything got paid on autopay due to having 2 full cycles on my bill.
    Might get some relief from ATT Customer Care, click the ATT Customer Care link in my signature below, send the PM, explain your autopay situation.
    Include your name, account #, email address and a good phone # (land or cell) and time to contact you on.
    Check the blue PM envelope, upper right on every page, for their reply. Good luck
    Chris
    Please NO SD stretch-o-vision or 480 SD HD Channels
    Need Help? PM ATT Uverse Care (all service problems)
    ATT Customer Care(billing and all other problems)
    Your Results May Vary, In My Humble Opinion
    I Call It Like I See It, Simply a U-verse user, nothing more

  • 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

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