BT "customer service" and Call centre processes......

I have been having intermittent drop outs on my wifi network for about 2-3 weeks now.  I have a laptop, desktop and two notebooks connected (not all the time).  So i took my laptop to a friend to check if it were the PC that was causing the issue, not surprisingly it did not.  As the remaining 3 networked PC's also had a common problem, it made sense that a common fault existed.  Therefore either the line into the house or the router was at fault.  so, I checked the helpful BT step by Step checklist in regards fault finding - all checked out - but then again why wouldn't it as the fault is intermittent.
As we have had no audible issues (checked with neighbours in case the telephone exchange was faulty), I phoned the "helpdesk.  Got a nice guy called Abhay, who diligently went though his spiel.  After 25 minutes of me trying to explain that the fault was intermittent and that all I wanted was a new reliable router sending out (the current one is 2 years old) we arrived at this conclusion (and confirmed by his supervisor).
 1. I would need to be in front of my PC and home router to go through one of his technical colleagues checklists.
2. The fault was recorded on my Call Centre Notes as intermittent and that it may not repeat under test conditions
3. Upon completion of the checklist regardless of the outcome of the troubleshooting, I was to request a replacement router be sent out - a fact also recorded on my call centre notes.
4. It was confirmed that this was the case that the check list would need to be completed but regardless of the outcome a router would be despatched immediately upon conclusion, "as it probably was the router given the fault and age".
I asked then, why it was necessary to call back and waste my time and bt resource ticking a box if the act of ticking the box has not influence on the outcome.    All I want is a new router (and a good reliable service) which will be forthcoming after the fruitless box ticking exercise.  I asked if he would be able to just send me a router now, he said not.  I asked if I could escalate to someone who could authorise a new router, he said not.  So I have to phone back and waste more time to get what we all know will be the eventual outcome.
I know there are processes, but why are there not supervisors/managers in BT who can a) think about customer expectations, b) consider the impact on customer’s time and BT resource in regards rigidity, c) think beyond a checklist, d) satisfy the needs of their customers?
I bet that bloke out of "my family" never has this issue - and don't get me started on Infinity....Virgin media is beginning to look more and more appealing (never had a problem with Virgin customer services in the past - holidays, mobile and healthcare - there is a theme about brand evangelists and customer loyalty  here.  Virgin treat their customers as honoured guests where you (BT) seem to think you have a god given right to provide service and customers are loyally bound to the brand – I have been a BT customer as long as I’ve owned my house (25 years ish), and remained loyal but this is not the way customers should be treated.

These people don't give a hoot.  It's not about "developing a customer relationship" or meeting basic expectations.
Customers are treated as problems -- to be palmed off with a line (I have heard multiple stories as to what my oustanding fault is (2 months now and I phone every few days)).
They don't appear to communicate at all with each other -- even if you have phoned up every few days for months they will act as if that is the first time you have phoned.  You will be asked the same questions again and again -- what type is your line box I have answered probably a dozen times recently.  What is your telephone number when you have already dialled it in.  I even went through a month or so last year when they were denying I was a customer. They don't record anything. They are completely disorganised.  They go through the motions of a line test again and again to seem to be effectual.  The indians are apologetic and you can believe it -- but the British aren't.
I think you've hit it on the head that the culture of the state owned monopoly BT has perpetuated (at least in the UK). They think we owe them a living.

Similar Messages

  • Poor Customer Service - BT Call Centres

    I have been having problems with my phone line and broadband for over a month now.  The Call Centre in India (whilst staffed by very nice people) is completely inadequte.  There is no follow through, they do not appear to make notes when there is an ongoing issue (unless of course they are getting me to repeat myself for the fun of it!), conversations get lost in translation, they promise to call back and then don't, and then you have to start fresh with another member of staff.  They work to a scripted conversation, any deviation from this and they can't cope.  
    I am not a complainer, quite the opposite but I have been driven to distraction by the process of contacting a Call Centre in India when you have a technical problem however, when there is a sale to be made you can speak to someone in a Call Centre in the UK. The carving up of BT services has not been done for the benefit of the consumer.  The disjointedness has, in my view, led to a complete inability to provide good customer service.   As a result, I am considering putting in a formal complaint and sending a copy of a letter to OFCOM or the likes.
    Can anyone on the forum help in terms of a name to direct a letter to and whether OFCOM is the appropriate body?  I have tried emailing BT Complaints but no response and don't want to send a letter off without someone to contact to follow through.  Below is a not so brief timeline of events to date!  Many thanks in advance!
    w/c 25 June
    Started contacting BT as problem arose with quality of my land line (e.g. crackling) and broadband loosing connection.
    A number of calls ensued taking me through a scripted conversation and many line tests.  Each time I was told I do not have a problem.  Eventually insisted (after being patched through to a level 2 supervisor) that an engineer visited my property.
    4 July
    An appointment was made with an engineer between 8am – 1pm.  As no one had showed, I contacted the Call Centre and was informed that an engineer was working on a problem with the main junction box.  Engineer arrived at 4pm, did not examine my phone line but said problem is now resolved  It was not.
    5 July onwards
    Many calls to the Call Centre, all operatives assuring me that there is not a problem with a line and they can fix the problem I am having within 24 hours.  After many line tests, rebooting, resetting of broadband etc.  I eventually persuaded them to send another engineer.
    12 July
    Young apprentice visited (lovely young man and we wrote a very nice email to his line manager as we were impressed with his attitude).
    He did not however resolve the issue, he completely renewed all of my broadband equipment and left.
    W/c 16 July
    Started phone calls again to Call Centre.  They kept running line tests and telling me there is no problem.  Had to explain the term intermittent and there was indeed a problem. 
    Eventually got through to a level 2 Technician who ran a special test that only he could do and he could see that there was indeed a problem but that he could fix it within 24 hours.  He could not.
    A few more phone calls, and I eventually got them to agree to send out another engineer.
    31 July
    Wrote a complaint regarding service on BT website.  Incident number 120731-003877.  No reply received however did get an email about how to improve my broadband speed!  I live in a rural area, anything about 1mb would be a miracle.
    Early August
    Received a phone call from a nice young lady based in London working as part of the BT sales team offering me a discount on my broadband package if I agreed to sign a 12 month contract.  She did not know anything about the issues I have been having.  In the hope that the conversation was indeed being recorded I explained everything!
    No follow up.  As a gesture it would have been nice if someone from sales had phoned me back, offered sympathy and perhaps the discounted package with immediate effect (without a contract requirement) seeing as I have effectively had no internet for a month and possibly the lowest connection speed in the country.
    9 August
    Another engineer arrived with 35 years experience and excellent member of staff.  Conducted a full line test and low and behold, problem found with line 83 meters from my property (exact location where we had an issue the previous year and that I had been trying to tell the Call Centre staff about).
    On examination, the engineer confirmed it needed replacing.  Also that the space between the telegraph poles was 75 meters and should actually only be a maximum of 63 meters hence, tension on line which has caused the problem.
    He called for assistance and both he and a colleague were about to replace the line when he was called off the job by his line manager.  Something to do with Health and Safety. hmmmm..... he did have a colleague, a Hiab and all specialist equipment.  I did wonder whether cost was a factor as we are the last house on the line.
    10 August
    Further phone calls to Call Centre, told again that they needed to run a line test and that they could get my phone working in 24 hours.  Informed them that it was very improbable.  
    11 August
    Level 2 supervisor finally returned my call as promised and confirmed that a new line was needed. She gave me the telephone number of the telephone line faults department to phone to enquire when this would be done.
    13 August
    Phoned the telephone faults department to ask for a date when the line would be replaced.  Level 1 technician wanted to run line test and assured me that he will be able to solve my problem with a few simple steps and that it would be fixed within 24 hours.  I informed him that it would be impossible.  I asked to speak to a level 2 supervisor.  He put me on hold for 10 minutes and then informed me that a level 2 supervisor could not help me.  He agreed to book an engineer to come out and repair the fault (he had never done this for any other customer before but as I was a special case he agreed to do so!).  I had to provided him with exact details of the fault.  I requested that he refer to the report given by the last engineer that visited but no, he wanted the details from me, slowly, so he could type it out.
    I have an appointment for Thursday 16 August between 8am and 6pm.  Not hopeful.
    I requested the number of a telephone complaints department or any member of staff I could speak with in the UK.  He could not find a number for me.

    Hi,
    Your line and exchange is maintained by Openreach and not BT Retail (your communication provider). BT Retail do not get priority over other communication provider as Openreach treat all communication providers/ISP's equally.
    If you would like to contact the BT Care Team they will be able to look into your account notes and to help you get it resolved. BT Care Team are a UK Based BT Specialist Team.
    Click here to contact BT Care Team
    They wil contact you by email or phone within 3 working days. You will be given a automated reference number please make note of this.
    cheers
    jac_95 | BT.com Help Site | BT Service Status
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    See if someone in the community had the same problem and how they got it resolved.

  • Customer Services India Call Centre Complaint

    I have been trying to resolve a problem with my BT Bill.  Having been called some months ago and advised by BT that I should take full advantage of unlimited call package, which I did.  I was told over the phone that there was nothing more to do as this would take immediate effect.  I had explained to my husband what I had done then forgot about it until the bill came in and I discovered that it had not been changed and that I now had an amazing bill.  I called the customer service centre and found that when I explained the problem the issue was ignored but I was being told what I already knew, I found this particularly odd and asked if the customer service agent had listened to what I was saying she said she did but then proceeded to repeat what she had said.  I asked for a call back and she told me that she would be on duty the next day and that she would arrange for the customer service team to call me.  As you guessed this did not happen and so I rang BT during the day and was told about the password protection which did not seem to be an issue the day prior again I was told that they would call back and did not.  Then I rang the customer service team again, this time I asked the agent to listen carefully to what I was saying in relation to the complaint this was ignored again and a repeat of the day before.  It sounds funny now writing about it but I was being bated by the customer service agent as I could hear clapping in the back ground from the customer service team as the chap attempted to avoid dealing with the complaint.  I am appauled and it is humiliating.  It should not be allowed . A company the size of BT I don't understand how they get away with this type customer handling.  I do not know how to get this matter resolved without contacting them but BT is the least business I would want to contact ever.

    welcome to the forum
    this is a community forum where customers help customers and the only BT employees are the forum mods.
    have you tried the live chat link at the top of this forum board - they may be able to help sort this out.  failing that then contact the forum mods  http://bt.custhelp.com/app/contact_email/c/4951
    If you like a post, or want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side of the post.
    If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

  • Re: Poor Customer Service - BT Call Centres

    Totally agree with everything you've said. Their support is totally awful and being based in India, no offense but they can't understand what you're saying or you can't fully understand them. They stick to a script that is unhelpful. One woman actually hung up on me as I was explaining my broadband problem! I tried to find somewhere to complain at BT but can't get past all the phone options and recordings - just go round in circles. But when they want their bill paying or want to sell you something, they're straight in touch with a UK based 'friendly' person...
    They really are useless. Is Virgin or some of the other suppliers any better?

    ryant704 wrote:
    toekneem wrote:
    Freddychopper wrote:
    They really are useless. Is Virgin or some of the other suppliers any better?
    Going by the problems and complaints in some of the other forums, the answer is NO
    BT have 4x the number of complaints as their next big rival.
    You might care to have a read:
    http://consumers.ofcom.org.uk/2012/09/latest-phone-broadband-and-pay-tv-complaints-revealed/
    http://www.bbc.co.uk/news/technology-15018161
    http://www.pocket-lint.com/news/47716/talktalk-most-complained-phone-broadband-ofcom
    http://www.moneysupermarket.com/c/news/unhappy-with-your-tv-broadband-or-phone-how-to-complain-and-h...
    http://www.moneysavingexpert.com/news/phones/2011/04/talk-talk-worst-for-phone-and-broadband-complai...
    toekneem
    http://www.no2nuisancecalls.net
    (EASBF)

  • 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.

  • 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!!

  • 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

  • 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.

  • 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 Inconvenie​nces

    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.

  • 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.

  • 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.

  • 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

  • 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

  • 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

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