BT Customer Services. Warning!

I placed an online order at the end of august with BT to have phone and broadband, I got a phone line after 11 weeks of placing the order, with no sign of my broadband being connected. I spoke to Customer Services in the UK, India and Jah know where else. There seems to be a problem with linking the calll log files between these outposts.
BT did not ring me once, to say there was a problem with my installation, I rang them about 10 times, each time someone telling me 100%, the installation date is set, especially so with the team from India.
There were excuses like, there was a problem with the site where I live, a chap from India even said BT Openreach was waiting to install a telephone pole, even though I live in an underground cabled street area. All in all I worked out that no one in Customer Services had a clue what was happening with my Odrer...well I hope it is otherwise a conclusion can be drawn that BT Customer Services lie to anyone who would believe them.
The one thing BT was sure about was taking payment from my account for a billing period when I had no services, no telephone line, no broadband. Good job! You see, BT can get something right.
In my opinion, I think that BT and the incoherent and inconsistent babling from their Customer Services Department, in some cases, apparently useless individuals, has caused serious damage to BT and what the company stands for.
I think I might just be one of the unlucky ones, but in a world of business, you pay for goods and services and you get it, BT seem to struggle to deliver and I have to warn that should this business culture continue, save for hardline customers, BT will come crashing down..if you want an idea of how true this is, read the business news of the battles between BT and SKY...
Clean UP to stay on TOP. 

I too would be very annoyed with this.
Although your voice may be too small, personally I think you've the right thing by joining the forums.
The clicking noise from the hub is the electromechanical relay, so you must have a version 'a' hub.
Although you've probably been through this already have you:
checked all phone sockets in use to make sure you've not forgotten to fit a microfilter.
if a phone extension lead/socket is being used, you've ruled this out by plugging the hub directly in to the master socket test point via a microfilter.
(using the test point would disconnect any devices using the phone line)
tried using a corded phone and then dialed 17070, selecting option 2. Are there any crackle sounds?
as above, but with the hub connected. Again any crackles?
If you have done this, then it's likely that it's still out of your control...
Finally, All posts will get read by BT at some point, but You could send an email to the forum mods - [email protected] - with your name, account number and a link to this thread for reference.
By doing this, it will get the mods on the case sooner and hopefully get a working BB connection.
-+-No longer a forum member-+-

Similar Messages

  • Terrible customer service after systemboard on T400 died for no apparent reason.

    So I hate for my first post to be a negative one, but here goes.
    I'm sorry if my actions sound rude or impatient, but I'm sure some of you understand the aggravation and worry that accompanies a computer that suddenly stops working when it is needed.
    Warning... here's the abridged version, it will still be long. I have also attached a email I sent to Lenovo websales... it has not gotten a response. So far I have not received parts that were supposed to be shipped. I have been hung up on. I have been interrupted. I have been ignored. I have been told that if I want my product fixed I should upgrade my current existing warranty to an on-site service.
    I bought a T400 roughly six months ago. I had minor issues with the sound cutting in and out after waking up from sleep since new. I figured it was probably a driver issue. Never bothered to try and fix it, it wasn't a big deal. Other than that, I loved my T400 and recommended that everybody check out Lenovo if they're in the market for a new laptop. Well... no more. I recently put my T400 to sleep. Left it on my desk and walked away. I came back about 20 minutes later, noticed that all the indicator lights were not lit. Strange... okay. I tried to start it. Nothing. I did a search on google, came up with the procedure to press the buttons to drain the system board. Nothing. Oh no. I immediately call Lenovo since I was going to be returning to classes soon. The phone conversations I had with Lenovo techs were less than stellar. One tech told me he could not ship out the box since the system was down... but he somehow managed to look up my serial number, input my information, and issue a case number. Well... turns out he also closed that case. Since he couldn't ship out a box, I brought it to a local authorized warranty service center.  They told me it would be no problem. I dropped it off first thing in the morning, several hours later, a tech had called to tell me that the systemboard was dead (what I thought) and that he had already placed the order with Lenovo and that the part was in stock and should be in the next day. I wait two days and did not hear anything. I call the shop. They call Lenovo. Apparently the part is now backordered and there is no ETA on when it may be back in stock. They said I should pick up my laptop and send it in. So I pick up my laptop and call Lenovo to try and obtain a box. I spoke to one gentlman who seems to empathize with me. He wanted to speak to a supervisor to see if he could have the case elevated. I was put on hold... several minutes later, I was somehow transferred to another tech. This guy had no idea what was going on, he was less than helpful, and he did not seem to be interested in helping me at all. I finally convinced him to ship me a box. When I got off the phone, I realized I should try and obtain some sort of time frame. I called back. Some women picked up. I explained my situation once again. She told me the part was in stock (not what the store and 2 techs had just told me). So I asked if it could be shipped to the store? "Uh... Well..." *Click* She either hung up or we got disconnected. I waited several minutes for a call back. There was none. So I called again... This employee told me that the part does not have an ETA and he has no idea when it might be back in stock. This gentleman is a little pushy and interupts me a few times, but for the most part seems to want to try and help. I was told that Lenovo would keep my laptop for an indefinite period of time until the part is no longer backordered. That's not what I want to hear. I need my laptop for school and research projects. He tells me that if I want to get my laptop fixed in a timely manner, I should upgrade my warranty service to a better one. This raises flags. Is Lenovo just trying to pocket more of my money? Shouldn't the standard warranty cover this? So I decide to email Lenovo and see if they can shed any light on the situation and offer any alternatives. I have tried twice since last week and gotten no response.
    Here's the email I sent.
    To whom it may concern:
    My name is William Xiao. I purchased a Lenovo Thinkpad t400 roughly 6 months ago. The deciding factors in this purchase were all the things I had heard about Thinkpad's excellent reliability, durability, and the outstanding customer service. Unfortunately, none of these have been true in my experience thus far. I had recently put the laptop to sleep. When I came back twenty minutes later, none of the indicator lights were illuminated. The system would not power up. I performed all of the procedures offered by the technical support to completely drain/power down the system board. This did not rectify the situation. When I did call technical support, I do not feel that I was treated with respect. One time I called, the employee was very unenthusiastic to help. The technician was very rude. He frequently interrupted me and did not listen to what I had to say. I asked him to ship a box out. He told me he could not (or would not) do that. He told me to call back the next day with the case number to get somebody else to ship out a box. Or to take it to a repair center. I decided to take it to a local repair center first thing the next morning (Jan 5, 2010). The center assured me that the repair would take no longer than 3 or 4 days. Several days later (Jan 7, 2010), I called to check on the status of the repair. Apparently the system board that was needed was in stock when they ordered it, but became backordered with no ETA on when it might become available again. Unfortunately, I am leaving town to return to college on January 11. The shop suggested that I pick up my laptop and have it shipped to Lenovo. I called Lenovo the evening of January 7th. The first person I spoke to seemed knowledgeable and empathetic to my situation. He looked up the part and said it was out of stock at their depot. I explained to him that I would be returning to school soon and needed my laptop for classes and my research projects. He put me on hold while he went and spoke to a supervisor about escalating the case. For one reason or another, I was transferred to another employee who was not a supervisor. This employee was absolutely clueless about what was going on. His attitude was very poor. He told me that the original case that was opened had been closed on Jan 4 or 5. I had not asked for this case to be closed. When I asked him to to ship a box, he seemed somewhat reluctant to do so. He seemed frustrated when I asked him to have it shipped to a different address. As I said, I would be returning to my school over 200 miles away. I would no longer be able to have the box shipped to my home where I was over winter break. For whatever reason, this employee just did not seem to understand that. I asked if the parts were not in stock, how long would it take to get them in stock and get my laptop repaired. He could offer no answer. I asked him if there was any way this case could be escalated since I cannot be without a computer at school. He told me no. I do not feel that I was treated very respectfully. He told me to call some other department. I asked if I could be transferred. He very reluctantly did so. The other department was closed for the night. I called back to the technical service center in Atlanta, Georgia. This time I spoke to a woman. She told me the parts ARE in stock. I asked if they are in stock, can they be shipped to the store where I was having my computer repaired at. She said "Uh... Well..." and then she either hung up on me or I was disconnected. I waited several minutes for a call back. None was ever received. Thus far, I have been extremely unsatisfied with the customer service that has been offered. I asked if there was any way that a temporary unit could be offered while mine was being repaired since I was told that my laptop would be kept for an indefinite period of time while waiting for the part become available again. Or I asked if they could pull a T400 from the shelves, take the system board out, and use that system board to repair mine. I was interrupted and told no. This seemed to be a common theme: interrupt the customer, do not know what is going on, tell them no to any sort of request. It is interesting that the recording on the telephone says how much Lenovo values customer satisfaction. Well, I am not satisfied at all. This computer is still under warranty. It should not be my responsibility to drive to and from service centers to try and obtain repair. It should not be my responsibility to have to call back whenever somebody decides they do not want to perform a task at that time. Lenovo should be repairing my computer in a timely manner. I was told that if I wanted my computer repaired in a timely manner, I should upgrade my current warranty to a on-site service. I feel that they should be doing whatever is possible in order to best serve the customer. It looks like Lenovo is more concerned with making a fast buck. A computer is very important to my education, as I said, I need it for both classes and research projects. Based on the quality of the product and the customer service that has been offered, I will not be buying any Lenovo product in the future. I was strongly considering purchasing a Edge for both my girlfriend and my mother. And I had previously recommended many people to buy Lenovo after I initially purchased mine. But that is no longer the case. Not only will I likely not be purchasing another Lenovo product, I will warn all of the people I know who are in the market for a new computer to look somewhere else. I really want to like and enjoy my Thinkpad, it is very unfortunate that I cannot and that Lenovo will not do what is necessary to make things right again.
    Your very unsatisfied consumer,
    William Xiao
    Any ideas? Any other email addressed I might be able to reach somebody at?
    Thanks for reading that mess. I appreciate any input that this forum may have to offer.

    As I said (in my overly long post), I had already brought it to a reputable local warranty service center (still about a half hour to forty minute drive each way) after an employee refused to ship out a box (supposedly the system was down, but he looked up my information and was able to both open and close a case without telling me that he was closing it, he told me to call back about it later) because the turnaround time SHOULD have been faster. I was quoted a 3 day turnaround time, 4 days MAX. I dropped it off first thing the morning after I spoke to somebody at Lenovo. Tech took a look at it later that day, before noon, put the order in, called me to let me know that he ordered the part and that it was in stock. He tells me that generally they receive the part the next day. I hadn't heard from the shop in 2 days. So I call. They call Lenovo, part is now on backorder. That's why they told me to ship it. Now I'm dealing with this headache.
    I should not have to spend this much time trying to obtain a warranty. The staff has been rude, unhelpful, and uninspiring.
    If something is not done to rectify this situation... at least some sort of apology or attempt to make amends, this will certainly be my last Lenovo product. I will not be purchasing a Lenovo for my girlfriend or family members. I cannot in good conscience recommend that others purchase a Lenovo. My faith in the product and in the company has been corrupted. I would hate to have the new motherboard fail unexpectedly and without reason in another 6 months (which would be just after my warranty runs out), but the service provided thus far cannot justify me spending 140 dollars on a on-site service. If things don't take a turn for the better, it would seem that the best option for me may be to sell my once loved T400 when I get it back and buy a new laptop from a company that actually stands behind their product.
    I NEED a laptop for school. The turnaround time I was quoted should have my laptop back to me right before school started again. I have been back to school for a week, and after all this time, they cannot even tell me when I might be able to have my laptop back. The staff flat out refused to offer any sort of temporary laptop for me to use while they held mine for an unknown period of time.  I have read of people being offered loaners. They also refused to pull the system board from another T400 because "it will not work." That's just incorrect.
    I want to love my Lenovo. I really do.
    Edited to add more information. I figured it was better than posting multiple times in a row and cluttering things up.

  • Update to STB created a brick and poor customer service

    To whom it may concern, 
    I honestly have lost all faith in Verizon FIOS and will start pricing to replace your service first thing in the morning. This evening I spent 1.5 hours on the phone trying to get my set top box fixed. This was a total waste of my time when I could have been taking care of a cancer patient or myself for that matter, something I get very little time to do. Below you will see what my issue is and what I think of your customer support and how you feel about your "clients". 
    Recently there was an update to the STB as was emailed out to me a few days ago. As soon as this update occured I noticed that the tv likes to reset itself and Im talking a crap ton. First it started off 1-2 times daily and now its 10-15 per hour if it doesnt just get stuck in the cycle of turning on and turning off. I decided to make the call to tech support who is utterly worthless. After spending 20 minutes trying to even get through your automated support I finally got a "person" on the phone who can do nothing more than read a screen. I explained what the issue was for her to go well I will mail you a new box out, it should be there within a week. I explained that is a no go as I actually like to use my tv and the service that I pay for, not it around for a week waiting for decent customer support. I was told that the stores dont carry the box I need and this was the only way. Every time I asked a question I would get the woman hissing through her teeth like she was better than anyone else. I asked to speak to a supervisor who about 15 minutes later came on the phone and said that the stores do carry boxes but it was not the new ones and I would be charged a $9.99 restocking fee. Literally I bust out in laughter at that because it was your update that caused this issue, not negligence on my part. She said that it didnt matter, that it is a nation wide fee and if I dont like it tough. I asked how is it that the stores dont carry the box I need seeing as I live in the mostly densly populated part of this country. She had no answer what so ever and recommended I speak to billing to see if they could reverse the fee. So yet again I sit on hold for another 10 minutes . This time it was we do have the boxes, there is a fee, no we will not remove the fee and its all the old equipment, not the new STB. I asked to speak to this womans supervisor to which she said no. I kindly told her I do not need to hear anything else from here and to put a supervisor on the phone. I get placed on hold for another 5 minutes for her to come back and tell me she is then bringing a supervisor on the phone and placed me on hold again. 30 seconds later she comes back and goes sorry no supervisor, it will be a 20-30 minute wait. Again I just burt out in laughter and asked how 30 seconds ago she was transferring me and now that person was magiically not available.  I asked that she find a supervisor to which she just hung up on me. Total time lost over an hour. I call back yet again to get similar **bleep** stories of how its not their issue for a restocking fee even though they caused the issue blah blah blah. This time I was offered a "free" mailing label and I could go rent another box and then mail back the old box. 
    Frankly all of this is a joke and you people should be ashamed of yourselves . I have had better customer service speaking to people that dont even speak English. How is it you even begin to charge people a restocking fee for going to a store to replace your faulty equipment due to your own engineers messing it up. What exactly do I play over $100 a month for?!?!?! How is it you hire reps that can do nothing more than read a screen and supervisors that talk down to you? I have been with FIOS since it first came to my area and immediately signed up. I am now having some serious doubts as the customer service used to be 8/10 and is now -5/10. I frankly do not have the time or money to waste on a company that does not care about customers let alone do what is right to fix the issue that you started. Heck while typing this right now, the box reset its self over 10 times which would probably be a total of 75-100 resets today alone. Tomorrow morning when I wake up I will be calling cox cable as well as visiting Tmobile to transfer my plan. You surely do not care about your customer base and only want new customers so why not screw the longstanding subscriber over. How long do you think you will get away doing business like this. At this point Time Warner cable has a leg up on you when it comes to customer service. Yes their channel line ups suck but at least their equipment as well as Cox's works, its more than I can say for you. 

    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.

  • Need a way to contact customer service abroad!

    "I NEED TO CONTACT VERIZON BY EMAIL
    Esta pergunta não foi respondida.
    e.mehta011 11/03/2014 04:47
    I'm abroad in another country right now and have a question about my bill, but do not have international phone access and live chat is not working for me. Any possible way to email someone from Verizon directly for help?"
    Hello,
    I'm having the same issue and am beyond frustrated. As I'm being threatened with loss of phone number, fees, credit reporting, etc. all I need as an explanation of why I owe money when I was assumed to have a zero account balance and have been on a vacation suspension for months while in Brazil... I amazed at the amount of time it has taken, with zero success, to get in ANY sort of contact or find ANY detailed explanation of charges.
    - The Verizon site will not switch from Spanish langauage to English (ironic considering I'm in Brazil and the language is Portguese).
    - I cannot view my bill or explanation of charges. Says;
    "The System is Currently Unavailable, Sorry for the Inconvenience"
    - The Live Chat feature does not work.
    - I've tried responding to emails from Verizon three separate times to no avail.
    Honestly, it's $85.00. I just need to see why I owe it before I pay because I'm confused and had thought for well over a month or two I was at $0 until finally an email almost 2 months after my service was suspended saying (which I didn't bother to open, heading just said 'bill now available online' which I assumed was for a $0 balance since I paid my last bill months prior) Not until April 11th did I receive a warning about a past due balance, again from months prior. Why did it take so long to notify me?
    I would like an explanation of my bill and charges so I can pay or not pay my past due balance as well as to why it took so long to know about it and why I am not able to use any useful tools on the Verizon website or contact customer service in ANY fashion to try an resolve this issue (which I've been attempting to resolve now for over two weeks). I also do not feel any late charges should be applied given my failed attempts to contact Verizon before a $5 increase in balance.
    Here is my email from April 12th:
    "Hello,
    I'm very confused. As far as I'm concerned I had paid my balance and am not being charged for service while I am here in Brazil. I am on a vacation suspension. I have tried to log on but when attempting to view my bill, it says "the system is currently unavailable." When I can verify the charges, the bill will be paid immediately.
    Best,
    Dylan Bolling"
    Thank you for your time and consideration; take care!
    Best,
    Dylan Bolling

        Hey there, Brewcity04! Sounds like you've really been having difficulty reaching us to resolve how your info is displayed via My Verizon. Although I regret that, I'm here to help! We'll need to communicate with you privately, so I'll need you to follow my handle (DionM_VZW). The instructions for that are at this link: http://vz.to/1gBiqkv. I've already sent my follow request to you!
    DionM_VZW
    Follow us on Twitter www.twitter.com/vzwsupport

  • My experience in Toshibas product and customer services

    Just a warning to people who may be considering purchasing a Qosmio based on my own experiences and the research I have done in the last week.
    Toshibas customer service is simply not what it once was and there are 100s of reports of Qosmios of all generations suffering extreme issues just outside of warranty periods.
    Ref: Toshiba Qosmio X500-149, Support call reference ********
    I am writing to express my frustration, anger and disappointment in Toshibas product and customer services.
    I am a Freelance Community Manager, Video Game and hardware reviewer in the video games industry presently looking after 2 communities for 2 employers totalling over 2.5m users, I travel to a lot of trade shows, expos and community meet and greets where I require a laptop suitable of showing the employers products which are usually AAA video games or editing video on the fly for publication to social networking sites.
    In January of 2011 my 4 year old Alienware hit that point where it really needed replaced, I opted for a Toshiba Qosmio over the Asus G73 as there was a 300 price difference for near identical spec.
    I managed to source a X500-149 at PCWorld the companies flagship model here in the UK paying 1499 for it on January 26th 2011 reduced from 1799.
    For the 1st 13 month this laptop performed admirably aside a design issue of the fan guards that I raised on the 16th May 2011 with PCWorld where the heat expelled causes the rear guard plastics to become exceptionally brittle and crack. I evangelised the product to anyone who asked me what laptop and model it was that was running these AAA games in such great detail, something I certainly won't be doing in future.
    In early March 2012 it then began randomly locking up requiring a hard reboot this would then suffer issues restarting, reporting Operating system could not be found this would usually point to a fault on the primary HD, disk checking software however reported no errors but this continued to happen which would lead me to suspect the motherboard.
    Within a month of this problem starting the left laptop fan began making a horrible screeching noise and had a distinct wobble whenever high RPM's were required and the machine began to often go into thermal shut-down whilst performing my work duties and utilising graphics and higher than idle CPU.
    I decided on the 23rd April 2012 that enough was enough and I was going to speak to Toshiba as for this to happen to a flagship laptop that was only just out of warranty was simply unacceptable.
    23rd April called to report the issue and was basically told tough luck its out of warranty at this point I also updated my tel numbers with Toshiba as the info was outdated, after expressing my anger at this Toshiba agreed to offer me a extended warranty at a cost of 166.
    I was fuming to say the least Toshibas flagship laptop breaks at 14 month old and I am expected to stump up more money. If I was not desperate as the machine is critical to my work I would have returned the machine to PCWorld under the sales of goods act and it not being fit for purpose.
    As that course of action would likely lead to legal proceedings, engineer reports and even more delay than just dealing with Toshiba for a repair, against my better judgement I called back at 11am on 24th April paid the 166 and took Toshiba up on the warranty extension, order number ********** again having to provide correct tel numbers as where once again incorrect, immediately after I reported the faults.
    Toshiba Support centre on fault reporting where great noting each issue in detail and raised a collection with UPS for the following day.
    The evening of the 24th April whilst I was retrieving data from the laptop in preparation for factory resetting it the machine went into thermal shut-down with a very distinct smell of burning chemical/plastic coming from the rear vents.
    It took me over 90 minutes to get the machine cool enough to actually reboot and get my data after this I shut it back down and boxed it up not be used again.
    I thought the best course of action would be to report this as it was a fair step up from the previous overheating. Wednesday 25th April at around 9am I called Toshiba to report this and was advised this would have to be dealt with by a head office case manager, as the item had become hazardous thus the collection that would take the laptop to the service centre was cancelled.
    At this stage the advisor took my contact numbers again and escalated the case to head office advising at that time that I would be called by HO within 24 hrs.
    Thursday 26th April 15:31 Well past the 24 hr mark and no sign of a call so I called support again and spoke to a advisor called Jacob. Jacob advise that HO had indeed tried calling on 01670 ******* this number was my old number, this number was the number I had advised twice already was incorrect and had provided both a correct land-line and mobile number 3 times previously. To say I was annoyed was a understatement.
    Jacob attempted to contact Chloe Sontag who was looking after my case but the line just rang out so Jacob advised that he had sent an email asking for Chloe to contact myself.
    Friday came and still no contact by 15:00 so I called support who once again tried to patch me to Chloe who's number once again just rang out and again an email was sent asking to call me.
    No call by 17:30 so I called tech support again and spoke to Ian asking for head offices number so I could call them direct, Ian provided the number yet advised that HO are now closed.
    After expressing my frustration with this whole process and just how critical this machine is to my daily working life Ian promised to look into the case on Monday AM and try and expedite actually getting a phone call to at least start the process of having this laptop repaired.
    To say I'm annoyed is really a understatement not only has this failure to receive a simple phone call at least delayed the repair by almost a week but it is costing me more and money daily when I spent a large amount on what I imagined would be a great laptop for 3-4 years and believed Toshiba actually had good customer service in the event something did happen.
    My best guess is that Chloe is on holiday or is part time or such like as her phone just rings out and if that is the case then I would question why assign a case to her, if she isn't then I would want to know why after 2 additional mails advising that the customer is not happy and to contact them has there been no contact or are your case workers just so overworked with faulty products that they can't manage the workload ??
    So far Toshibas inability to produce a product that last as long as you expect it would has cost me 2 days off work that I am having to make up this weekend thus cancelling prior commitments, 166 extended warranty 600 for a HP laptop that I had to go and purchase yesterday 27th April 2012 to actually perform my work on and who knows how much in phone calls by the time this matter will finally be resolved.
    I was happy with Toshiba as a manufacturer and of course laptops can have issues however having now researched these issues far to many Qosmio X500 users report severe overheating just after the 12 month period or within it and many state that repair after repair has taken place but still to no avail, this on top of the cracking of the rear heat-sink guards has to be a design fault.
    This letter will not arrive with you before I have hopefully had a phone call and my laptop has at least been collected for repair, If I have not had that phone call then I would expect another letter very shortly.
    Why have I wrote this letter ? To express my disappointment with just how poor the durability of your flagship laptop is and also at just how poor your customer service are, 1500 is a lot of money in the PC purchasing scheme of things and to expect this quality of hardware and customer service is simply unacceptable.
    I expect the repair to be expedited and if like some of the horror storys I have read online parts required will take 4 weeks + then I would expect a replacement laptop, not everyone uses these things for entertainment and whilst the HP I had to rush out and buy with money I didn't really have available can allow me to perform my core duties to the minimum it cannot allow me to perform my duties to my standards, my employers standards or my expectant communities standards.
    This has been a really unfortunate series of events as I had been considering the X870 Ivy Bridge based on the Nvidia 670m Qosmio which would release soon and passing this X500 onto my partner but after these events and the fact that the HP laptop had to come out of the money saved for it then I can categorically state that will not be the case and I will instead opt for the Asus G55 or G75.
    If this issue cannot be resolved to a satisfactory manner then I will have no option but to seek an independent engineers report as well as printing the myriad of similar reports of these issues on the internet and return the item to PCWorld.
    In line with the sale of goods act 1979 a large electrical item has to be of satisfactory quality and fit for purpose for a period of 6 years whilst I wouldn't expect the full 6 years from a laptop I would expect at least 3-4 year especially considering that this is a near 2000 flagship model not a 200 budget model.
    This is a action I really do not want to take as it will likely end in small claims court against PCWorld a company that on this occasion has done nothing wrong, I do not believe in punishing those who are not at fault so its a action I really wouldn't be happy with and I'm sure PCWorld one of if not the largest vendor of Toshiba products when you incorporate the rest of the DSG group wouldn't be too pleased with it either.
    Frustratingly

    So I received my laptop back today after having fans replaced and a good clean as well as the top cover replaced.
    Opened the box and took the laptop out 1st thing I noticed was a screw rattling around inside, SIGH!!!!
    Plugged the laptop in and attempted to boot it at this point it just cycle through finalisation of windows install and shutdown.
    How could a laptop have been tested if it didn't even have windows installed ?
    An hour later and I gave up unplugged it and lo and behold it actually booted when on battery only.
    I then noticed that the SSD was full, oh wait no it wasn't the head office engineer in his infinite wisdom decided that partitioning a 64GB SSD to 2 drives barely even leaving enough for Windows on the C: and wait for it putting the HDD recovery on the second partition was a good course of action.
    So a completely borked install and a screw floating around inside remind me how this particular engineer has a job ??
    I spent the next 15 minutes just moving data around and creating and deleting partiitions to fix this mess up.
    Grabbed HWMonitor to check temps and at an idle 50c on CPU and 36c on GPU they didn't look too bad,
    Installed the Toshiba recommended Nvidia driver a driver I hasten to add that was released in 2010 as Toshiba have not updated the drivers for their flagship series laptop since then, They are happy to take your 1643 that the unit cost but then don't expect support for it.
    Anyway that aside I then installed 1 of the games I work on and began to run the machine through our benchmark software wooooosh the temps shot up to 90c+ on both CPU and GPU and remained at this temp for the duration of the benchmark never quite triggering thermal shutdown, I then loaded into a warzone for further testing and sure enough half way through it the machine shut down due to thermal shutdown.
    I then uninstalled the toshiba driver and tried a NVidia one sure enough as others have advised actual Nvidia drivers seem worse and thermal shutdown came so much earlier.
    I have been to PCWorld today to begin proceedings of returning outside of warranty due to not being fit for purpose or of suitable quality. This is costing me a further 60 and at least 2 weeks more without a proper machine and will likely result in me getting about 1300 back from PCWorld.
    So lets do the math on just what this will have cost me by the time its finished.
    1634 Original purchase
    166 Extended Warranty
    600 Backup Laptop whilst this was away for a month
    60 outside of warranty assessment
    50 phone calls
    I will probably receive 1300 back but then 1300 doenst buy me the spec I need for work so I will have to pull out another 300-400 for the required spec so lets add that to the original figures.
    A Toshiba Qosmio, Toshibas flagship laptop will have cost me in total 2910 almost double its actual retail price.
    I will NEVER buy a Toshiba product again and it will become my lifes mission to let everyone know just how terrible they are.

  • 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.

  • Data overage and horrable customer service.

    I have been charge incorrectly for the data overage on my cellular phone,  I disputed the data overage on my Verizon Wireless account, the phone and wish to open an investigation.
    I don’t use my cell phone to download the movies/video or music neither did I authorized anyone to use my cell phone for the high data activities. Approximately 39GB of data was used on my mobile phone during the month of October 2014. I never had such a high data usage in the past. Based on my analysis of the bill most of the usage happened during evening/night time and on weekends. We have an internet service at home. In my household we currently have my 13 years old daughter, our cat and me leaving together.  In September, we temporary moved from our house to an apartment. I have left my phone unattended several times in apartments’ gym and swimming pool, it was not password protected at that time. I have installed password recently, and changed the password for the hotspots based on tech support recommendations. My daughter knows my password, however she denies using my phone hotspots for movie or music downloads.  We have a regular internet service and rarely use hotspots to connect her i-pod or my computer to the internet while driving in a car, to browse an internet.  However, I often left my hotspots on, unintentionally.  I suspect that somebody in the apartment building was using my mobile phone hotspots to get to the internet.
    In addition, I did not receive any communications from Verizon informing me about my data overage. In the past, I always had notifications from Verizon about the data/minutes usage on my account. If I were to get a notification about high data usage, I would start an investigation immediately to find out the source of data leakage and certainly change my plan meanwhile to a higher data limit. 
    The only notification   I received this time, was an email from Verizon on November 3, 2014, stating that my account balance was $3123. I called Verizon Wireless the morning of November 4, 2014. I was told by a Verizon representative that I have a data overage, and was advised to change my data plan to prevent additional charges. I upgraded my account to 30 GB/month plan. I inquired about the possible cause of the high data usage, and was told by Verizon representative,   that the data was used through my hotspots.
    In addition, I was informed that, Verizon has been sending e-mail messages to me beginning October 15, 2014. As I stated earlier, I received no communications from Verizon prior to November 3, 2014 warning me about data overage.
    In the past 2 days, I spent over 10 hours talking to Verizon customer support, technical support and fraud departments trying to understand how so much data was used through my phone. I also went to Verizon store in Downingtown, PA in attempt to solve this problem. I shown my e-mail communications to the store manager and explained the situation.  I was treated very professionally but was told to call customer service.  While on the phone with Verizon, I have been bounced around from one representative to another, put on hold for hours, lost during the transfer several times, given wrong, inconsistent or contradictory  information on multiple  occasions. Each Verizon representative would give me different information on why I did not receive warnings from Verizon on my data usage or in contrary for example, that Verizon sent me 150 warning messages starting October 15, 2014. However I did not get any resolution to my problem even when I asked to speak to the managers.
    I have been a loyal Verizon customer for over 18 years.    I feel now that Verizon did not protect me as a customer from the fraudulent activities and failed to inform me about my data usage prior to billing me the exuberant charges. I feel that the Verizon representatives are lacking training and conducting bad business practices by providing inconsistent information and bouncing customers around from one department to another.   I don’t know if I can trust my business to Verizon in the future.
    I strongly believe that I should be fully credited for the data overage I did not use. I would like Verizon Corporate to improve on their current business practices to improve customer satisfaction.
    I wish Verizon corporate representative to contact me via phone call and in writing to resolve these issues.     

    I had the same problem with my old iphone 4. The hotspot, even when used sparingly, will use OUTRAGEOUS amounts of data. The only reason I got my overages credited was because shortly after turning the hotspot off my antenna started to malfunction and would not connect to wifi at all and just sucked up data. Best of luck to you, my suggestion is to report to the BBB and go from there.

  • Verizon sales associates and or customer service personnel practice deceitful behavior in order to eliminate unlimited plans in any way they can..

    I called up customer service n order to shut off one of my lines as a disciplinary action towards one of my children. I'm sure its a fairly common event. As I was completing this task, the representative advised me that instead of paying the data plan at 30.00 dollars a month, I should shut off the data for the duration of this lines shut down. Well that was very nice indeed! here my company is trying to say me money. after all, I'm not using the line, why should I pay for data that I would not be using.. Okay! That's great!!! Thank you very much. You see, I had told them I was taking it down for 3 or 4 months so my child could raise their grades and prove their ability to graduate high school. At that point I would turn it back on. So great! The line is off and I'm not paying data! Only thing that is affected is the length of the contract. It would be extended the same amount of time as the phone line was of.. This is reasonable.
    FAST FORWARD! My daughter graduates with HONORS!!! Yes I'm proud of her. So first things first. She did as she was told. She get her phone back! Now I go and turn on the line and find afterward that my once unlimited plan for that phone will now be charged at 2 gigs per month and Verizon has thrown out my unlimited data package on this phone line! I ask why. They state that since I choose to voluntarily shut off the data package, I forfeited my grandfathered unlimited package on this line. I also was told that since the line was shut off for more than 60 days that they would not restore my plan based on the fact that I voluntarily shut it off and canceled my data package for this line.  Okay! That's great!!! Thank you very much.Sound familiar? The nice representative who was saving me money every month never told me I would loose my unlimited data package if I shut off my data after I suspended my line need less to say, ON THEIR ADVISE!!!  So as far as I'm concerned, the representative was just following the call from above to do what ever they had to in order to get rid of unlimited data lines. After all, Verizon sold millions of data ready phone knowing full well that their infer-structure couldn't handle the mass influx of data being pull in by happy unlimited data customers!! So one on the most powerful communication companies on the planet has turned to lies and deceit and misleading tactics to get back any little bit of operating space in their systems, no matter what it costs their  customers. After all why should Verizon have to pay for upgrades.How will they ever survive!! How you ask?!?!? Why it's simple. Put the cost back on their own customers. After all, If they want good service make them pay for it. If they don't pay enough ( myself 310.00 a month average for 3 lines!) then hell, charge them more!
    I was lied to and misled by a Verizon representative. They cancelled my unlimited data package with out explaining that if i did cancel it at that time i would not get it back! this all after I questioned the fact that I was concerned about losing the package. I was assured EVERYTHING WAS OK AND IT WOULD NOT BE A PROBLEM.
    I filed a complaint with customer service on 6/2/12 concerning this matter and was told that it would take up to 14 days for this to be reviewed and at that time I would be contacted by a manager involved it this type of problem. So today 6/12/12 , after waiting 11 days decided to call and see how this process was coming along. Come to find out, my dispute was denied on 6 /5/12 because I voluntarily shut off the data package and the line was off for more that 60 days. these two things were never told to me when I questioned their recommendations to save me money. Also when i filed the complaint on 6/2/12 i ask the rep if she was writing down my side of this story so they would know why i was not happy about all of this.. her answer, NO.What i had to say wasn't relevant to her peaceful afternoon now that i had called up and ruined any chance of a quiet spell I assume.
    With all these considerations I formally request that Verizon restore the unlimited package to this line. THAT WOULD ONLY BE A FAIR SOLUTION SINCE I WAS RAILROADED OUT OF IT BY A DECEITFUL EMPLOYEE!
    That said, I will be filing a complaint with the BBB and also posting this story wherever relevant around the world wide web.I'm an Honest person but don't cheat me out of what I have. when I'm right I know it. this is not right. please make it right. 
    I am saving a copy of this letter just in case there is an accident and this post is mistakenly deleted.  That way I can restore it so as to warn other customers  or even better, future customers to be aware that they to  may run into problems with their account if they take the friendly advise  of the representatives they are supposed  trust with their accounts!!

    $310 a month for 3 lines? Wow. How the heck?

  • Customer Service Complaint

    Unfortunately, this is an on-going saga which was started under a previous post under 'Warranty Issues'. After removing a USB 3.0 plug from one of the two USB 3.0 ports on the PC, the inserts within the port came out with the plug. I tried to insert a different USB 3.0 plug into the other port and it wouldn't go in. So I had effectively lost USB 3.0 connectivity. The PC was collected under warranty and I received an an e-mail stating it was being repaired. I then receive an e-mail a week later advising me that the PC will not be repaired and referred me to their web site for further information. Their web site advised there was no further information? After calling their support line they advised that the HP warranty would not cover this issue because its classed as 'Accidental Damage' as I had removed the USB 3.0 plug (?) they therefore refused to repair the PC and cancelled the warranty! After being referred to a support manager, I was then advised that they will repair the port but the PC will have to be returned to me so that I can call HP Support for it to be collected again! This would indicate that I would have to have further time off work to wait for their courier service i.e. making a total of 4 days. This cost, together with the cost of the extended warranty negates any benefit of a warranty and makes the PC a 'disposable item' i.e. its not worth repairing it. I decided to cut my costs and asked for the PC to be returned. I have since heard nothing.... Today, I just happened to be at home and the door bell went, it was the PC being returned, no warning, no e-mail advising me that it has been dispatched...nothing. If I had not been at home for that minute, the courier would have taken it away and the saga would have continued. When I first raised this issue in this forum, I received a message indicating that my warranty concerns had been raised with Customer Services in California and was asked to send details to a specific person. I have heard nothing back from anybody. The issues that have occured with HP Customer Services are: 1) Are customers aware that if they insert anything into a PC port, any resulting damage on its removal is not covered by warranty?2) Any such damage is declared 'Accidental Damage' and HP will automatically cancel any warranty.3) Customer Services do not update their customers on the repair progress of their equipment.4) Customer Services do not communicate with their customers to advise them when their equipment is being returned. It may be of interest to HP that its their customers that drive their business as without customers they would not have a business hence the need for Customer Services. If Customer Services do not support their customers, this also applies. I look forward to hearing of any other similar problems.  

    Hi  ,
    I have sent a follow up regarding your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact after the holiday. Additionally, keep in mind not to publically post ( serial numbers and case details).
    If you are unfamiliar with how the Forum's private message capability works, you can learn about that here.
    Regards,
    George

  • Horrible Customer Service/Complaint

    I went to the Verizon Wireless store located at
    4001 Virginia Beach Blvd, Ste 105, Virginia Beach, VA.
    My phone was not charging. As I went into the store they stated no need to check in because there was no wait. A bunch of reps sitting around doing what exactly NOTHING and I still waited 10 min. I watched another customer come in purchase and leave before me. Finally a rep who was what appears to "looking busy" asked what I needed help with. I explained phone was not charging and brought in BOTH of my chargers for the phone. He decides to take phone to plug into his charger to see if it works. At this time I don't know if he plug in charger or not, he comes back and says "BECAUSE YOUR SCREEN IS CRACK we CAN'T do ANYTHING with your phone". Okay cool, My next question, what does the screen have to do with it charging? Screen crack is not bad, phone fully functional and the only problem was it was not charging. I was advised to file a claim for insurance or better yet, TAKE MY WIFE'S phone battery out of her phone charge and put battery back in my phone? REALLY? I advised that was the dumbest **** thing ever and how do you even know it is not the wall chargers. Once again I was told "well we can't do anything because of physical damage to phone". Let's not mention the fact that I have been to the same store twice before for phone issues with the same crack screen and NEVER EVER WAS TOLD THIS BEFORE!!!!!!! What should I give this too, POOR CUSTOMER SERVICE, MISCOMMUNICATION or just ONE LAZY SLACK *** EMPLOYEE WHO CUSTOMER SERVICE SKILLS is A WASTE OF TIME. If that is the way he is then VERIZON is CLEARLY wasting MONEY on this guy! I leave the store and call customer service where I spoke with a rep who was shock at the treatment in store and help me OVER THE PHONE and DETERMINED it was the wall chargers that are not working CORRECTLY! How does this look. I bet if I would have went into the store and said I WANT TO BUY A PHONE, I could have pick line all the reps up and they probably would have put in a bid to help me! Broken phone, "GET HIM OUT THE STORE BY WHATEVER MEANS NECESSARY!" You have to love face to face customer service that is poor as that employee. Oh no, I didn't get his name and I can describe him, however I don't want come off rude or a as some sensitive people might think I am racist! If he would have taken the time to handle the situation properly we wouldn't be where we are right now. A loyal customer for over 10 years and would leave Verizon for this poor excuse of a rep! Terrible!

    If you find an email or address I would love to know about it.
    I traded my brand new iPhone 4s for a $200 gift card I never received.  I have been waiting a year now for a $300 Credit because a store manager charged me rather than deducting for a returned tablet.  The VZW ware house has received my trade in iPhone which I have proof from the USPS I have the proof of delivery but I was charged for not returning my phone.  I have spent over 100 hours calling almost daily to VZW Customer Service and EVERY SINGLE REP has said they will call me back and never do.  This past Sunday I got a Supervisor that told me she would get the answers and contact me no later than today at 12:30 no matter what and I received no returned call yet again.  3 bill cycles ago I had an almost $600 dollar Credit on my account according to VS in our local store and my bedt Bill said I owed $1000, this law bill due this week was for $1300 yet I bought NOTHING. 
    I have warned VZW for the last week to get their crap together or I was leaving Verizon after 8 years and that I will NOT pay the bill and still they sit on their thumbs ignoring me.
    From a HUGE Credit to a $1300 Bill  because my returned device got there  yet disappeared once it got to their warehouse so I am being charged for an  iPhone 5s that I just used to edge up????
    Verizon has gone down hill badly and I will be going to US Cellular with my "9" lines of service.
    Tomorrow, I am filing a complaint with the Better Business Bureau because even the store here has been calling CS because THEY can see there is a huge problem with no fault on my part.

  • HSI: Customer Service Complaint

    To Whom It May Concern,
    Please let me explain my recent distasteful and horrendous experience with your services.
    I had selected your company to service my internet over your competitors because of the reviews of your services and felt confident that your services were superior. I have been drastically proven wrong, and have subsequently gone with TIME WARNER to service my internet and cable. Your company highly lacks in customer service and general customer experience - I am horrified.
    Setup - This is where the disappointing experience began. Upon submitting my initial request for high speed internet online, I was informed via email that I needed to call Verizon to provide verification of my credit. I called the credit department, and was subsequently transferred in a circle of 5 different individuals, credit, sales, dispatch, sales, and finally credit again due to an 'anomaly' with my order. After the initial 30 minutes on the phone I was told to re-input my order online, and stayed on the phone while doing so. This 2nd order failed to go through due to a 'system issue' and so a 3rd order was entered and after an hour on the phone I was finally assured that my order had gone through successfully. The customer representative advised there was no way for them to cancel the other 2 pending orders and to just let them sit and they would eventually expire due to the pending credit verification. Excuse me??? I subsequently got bombarded with chasing emails from Verizon on these orders.
    Phone Jack Installation - Unfortunately my new apartment did not have a phone jack and so I called Verizon to arrange an installation. Over the phone I was informed that a technician would come to install a phone jack for a charge of $95 on Monday 11th August, and that I would receive a phone call 30 minutes prior to the technicians arrival. Monday came and went without a phone call. Upon checking online I was surprised to see there was a technician arranged for the next day, Tuesday 12th August between 8am-12pm. I made a series of last minute work arrangements to ensure I could take this time off work to allow the installation to go ahead. After waiting home for the entire 4 hour period, again no phone call, and no-one turned up. Later that day I called Verizon customer service again, and again was informed there was an issue with my order. There was no clear explanation given other than yet another 'system issue'. When I asked to re-arrange the phone jack installation for later the week, I was told the only available slot was in September! After the experience I had to date I was shocked to find out there was no option to expediate my order with dispatch either.
    You can be assured that I will be sharing this experience via social media, all NYC media outlets and you can be sure that I will be in contact with my lawyer to discuss the legality of your incompetance.
    IN ADDITION, I am in current contact with the better business bureau in regards to this horrifying customer service experience.
    At an absolute minimum I would expect your company to offer some compensation for the 1/2 day I took off work, only to find that there never would be a representative come for installation. I would like to be 100% compensated for this order and all of my trouble.
    Please contact me on how this can be resolved.
    Regards,
    {edited for privacy}

    Just a friendly reminder, this is a forum where users help other users. It looks like your issue may require a Verizon representative to review your account details. Please visit our Support page for a variety of ways to contact Verizon, including “Ask Verizon,” our virtual chat agent, and customer support phone numbers.

  • Disgust and Exasperation with BT "Customer Service...

    I am posting this here as really a final attempt to see if anything helpful will actually be done by BT, but I think also as more of a warning to others, as I truly have ben a “victim” of their so called customer service.
    To make clear, I don’t really use my landline, the only reason that I even have a landline is for my broadband which I get from another supplier, as I need this for work, it is rather essential, so when there is a problem with the line it causes me great stress as it threatens my ability to work and make money and pay bills etc. Generally the only time I use the phone is if I have to call a free phone number or a number which is chargeable from a mobile.
    Over a year ago now, back in July 2011, I had just finished dealing with someone from BT’s head office as I had been forced to go there due to surprise surprise BT not adequately dealing with a complaint, that time due to charges on my bill for calls I hadn’t made. The man I was speaking to, fixed all the problem, re-set up my quarterly direct debits and said if there were ever any issues again to come straight back to him.
    Cut to the end of August this year. I happened to pick up the phone to try and call a free phone number when I discovered that the phone could not make outgoing calls. At this point I have had NO communication with BT of ANY kind, calls, emails, texts or letters. Since dealing with their head office the previous year. When I eventually get through to someone, Im informed that the line has been restricted due to non payment of the bill. I asked if there has been a problem with the most recent payment or has a payment bounced and I am informed that in fact BT haven’t taken a payment in a year!!!!! I ask how this is possible, and also how has no one from BT got in contact with me about it, I mean they are supposed to be a Communications company, yet they seem to be severely lacking in communication, as the only reason I knew there was a problem was that I happened to pick up my phone. After speaking to around 3 different people in one of BT’s non English as a first language speaking call centres, various promises of a  callback which funnily enough never happened, and god knows how much cost on my mobile phone bill, I finally managed to speak to a manager to try and figure out what had happened and how we could get this fixed.
    I was told by the Manager that they honestly had no idea how firstly they weren’t taking direct debit payments, and secondly how this could have been allowed to run for a year without BT really contacting me about it or even taking any action like restricting the line after the first time they didn’t take a direct debit. I was informed that the balance of the account was over £400. I made the point and the manager agreed that asking a customer to make that kind of payment in one go with no warning, particularly in these circumstances was unacceptable and a solution had to be reached. I said I was happy to pay it off in installments or work something out that way, and the manager also said they would need to check as perhaps some of the bill may have even been supposed to be covered as compensation for part of the previous complaint and due to an oversight may have caused the rest of the year to go untouched, as otherwise she wasn’t really sure how this could have occurred. The Manger then told me that she was going to go away and thoroughly investigate this and speak to the person who had originally set up my direct debit to see if there was any issue there. She told me that she would be looking into this and would then come back to me with the answers to how this happened and also a solution to paying it off. Also while she was looking into this she would restore my line fully, as this was obviously a larger problem at BT’s end. This seemed to be a fair agreement and I told her I looked forward to hearing back from them when they had it sorted out and we could get this cleared up. How foolish I was.
    Cut to the end of last month, I had family members in New York and New Jersey on holiday at the time of the hurricane hitting there. One night I picked up the phone to try and get in touch with them to make sure they were okay and I discovered that once again my line had been restricted for outgoing calls. To be clear here, the last time I had any contact with BT was when speaking to the manager at the end of August as described above. As you can imagine, having my line suddenly restricted and considering the circumstances I was particularly angry. I called in the next day, and despite asking what was going on and what had happened to the investigation into my account, instead all I got was a wall of “The account has been restricted due to non payment”. I would respond, yes I get that, but BT were supposed to be resolving the matter and coming back to me with a way to pay off the balance. Again the only response I would be given was “The account has been restricted due to non payment”. No other information, just that statement. I asked to speak to a  manager and was promised a callback from one. It never materialized. I called back in gain, asking for someone to call me about this as I wanted to get it resolved, was promised one but again never received one.
    Then last Monday, the  12th of November, I finally called in AGAIN at my expense, and spoke to someone who actually seemed to understand the term “Customer Service”. She took the time to look at the notes, saw that I was supposed to have been called about this but that no one had, and that in fact no one had even bothered to look into my account or even do anything with it. In fact I believe I was told that no one had even accessed my account since the last time I spoke with BT, back in August. I asked her if it should really be this hard for me to set up some sort of payment plan, I mean Im asking a company to let me give them money but they don’t seem to be interested. She apologized and said that she was going to personally pass this to her manager, that she would fully investigate the matter, sort it out and come back to me with the solution so we could resolve the matter and put it to bed. She gave me her word that her manager would be calling me within 48 hours. And guess what? That’s right, I never received any call whatsoever.
    So Wednesday this week, 2 days ago, I call back into BT, to ask why this manager hasn’t called me back as promised and what exactly is going on. At this point I get more of the stonewall “The account has been restricted due to non payment”. However also at this point get told that my line is going to be terminated fully this coming Saturday. Again I will point out that no one from BT had communicated this to me in any way, no warning, no letter, text, email or call, from this global telecommunications company. However I am then informed that someone had called and spoke to me the previous Saturday, had given me this information and I had “agreed” with it. I informed the agent that this hadn’t happened, no one from BT had spoke to me on Saturday, and certainly not at the time of 11:30am as it was noted on my account, as I had been out the previous night and had only got in at 8am Saturday morning and went straight to sleep. This didn’t seem to bother them or they just didn’t care as now all that I could get from anyone was “The account has been restricted due to non payment and we are cancelling it on Saturday”. No offer of sorting out to get it paid, no explanation as to what had gone on or why no one had done anything, just  a set response that felt like I was talking to a computer with only one programmed response. I was also informed that my account had now been ring-fenced by a particular department and only they would deal with it and they had no interest in my complaints or issues, they only cared about the bill in full and if not paid then it would be cut of Friday. I pointed out that I had not been given any notification of their action of any kind. The response verbatim I was given was,
     “We don’t have to inform you if we are going to restrict or cancel your account, we can just do it”
    Also they didn’t seem to care about the fact that someone in their company had blatantly lied and put information on my account saying they had spoke to me about this to inform me of it and I had agreed with it!!!!!! So fraudulent activity by BT and they don’t even seem to care. I asked for the details of the person who had left this note as I wished to complain, but was simply brushed a way with
    “Oh we wont give that to you, we will just take care of it internally, you don’t need to worry about it”
    I don’t need to worry about false information being put on my account???? I think BT doesn’t really have an understanding of what concerns the average customer, as someone falsifying information on their account is kind of a HUGE deal. At this point I had tried several times by phone and email to contact the person who had dealt with my account last year and had set up the supposed direct debit but surprise surprise, they never responded to one of my attempts, not even a polite message to say they had received it or that someone else might be dealing with it, nothing, not a peep.
    At the end of the day with my head ready to explode I finally managed to get a number for a manager in BT’s head office. I called their office line and got to speak to them. I explained the above and they were very sympathetic and apologized, and agreed that the way it had been handled was wrong, and asking someone to pay £400+ without any notification and also when they had previously told me they would be sorting out a payment plan was unacceptable. He then told me he would be passing my information to an executive level complaints operative and that they would call me back the very next day to discuss the problem and get it resolved. Again I pointed out that I didn’t think it would be this much hassle for a person who is trying to set up payments to get it sorted. I then left this call, feeling a lot better as it seemed I was finally going to get this sorted.
    However, the next day not only did I not receive a call, but instead I got an email from the person who the matter had been passed to, which simply said, ‘We haven’t had a payment in a year, the direct debits haven’t been taken, we have now sent you duplicate bills so you have a copy of them and you have been informed that the account will cease on Saturday (conveniently leaving out the fact that I was only informed of this the day previously). That was it. I called and left 2 voicemails and responded by email saying that could she please call me as her email has not in any way dealt with any of my issues or even tried to resolve this, and being as one of my biggest issues was that for 3 months I have been constantly calling BT and not one person has been bothered to call me, and the response to my speaking tp a manager at BT’s head office was for her to send me an email that as far as she was concerned I might not even get due to current restrictions on the line. I never received any call from her that day.
    That evening I managed to get back in touch with the person from the head office I had spoken to the previous day. I expressed my exasperation that with a major issue where one of the main problems is BT’s seeming inability to call me back when promised, the person who as supposed to be looking into this hadn’t even bothered to call me to find out the issues and what the complaint details were!!!!! I was again promised that he would get her to call me first thing Friday. She did, I spoke with her about an hour ago, and from the fact that I have felt compelled to write this should tell you exactly how helpful she was.
    When I answered the phone, the first thing she said to me was, “The only reason for this call is merely a courtesy, it doesn’t matter what you say or what has happened it will not effect the decision to terminate your line tomorrow” If that doesn’t just sum up the entire BT experience for the average customer Im not sure what could. Not only that but she claimed that BT had tried to contact me numerous times in regards to this yet mysteriously could not provide me with a single precise date of any of these supposed communications. I was called a “liar” as she said that I must have noticed that the quarterly direct debits hadn’t come out. This is despite the fact that the entire point of a direct debit is that you don’t have to check it, it just pays it, its how I pay my rent, gas, electricity, broadband, mobile phone and I assumed my phone line. Also if there has ever been an issue, the company involved is usually very quick and good about getting in touch, as its money you owe them/ Not BT though it seems. I said that all I’ve been wanting to do for the last 3 months is get something set up to pay this off. However I’m told that they wont do that that they NEVER allow payment plans (a blatant lie)and that even though I’ve only had 2 days notice and even then nothing in writing, they don’t have to inform me anyway, they can just do what they want.
    I tried to point out the effect this would have, I even made it clear that I was perfectly happy that while I was making payments to clear the debt that they could keep the line restricted, but at least still active as otherwise I cant work, I cant make money, I cant pay my rent, I lose my flat, I cant afford to buy food and in essence it royally messes up my life. The response was that they didn’t care and unless the full amount is paid then tough.
    However the most disgusting, Blatant and downright underhanded moment (and bear in mind at this point Ive been openly called a liar) came, when I brought up the fact that there is false information on my account, that someone had lied and put fraudulent information on my account. Her response, and I still have trouble accepting this was
    “Well I don’t think one of our agents would do that, so Im not even going to look into it”.
    Despite the fact that she could confirm that there was no call in under 5 minutes she refused to check it. I asked her to go get the call recording as there wouldn’t be one, and if she wasn’t going to help with my account at least please fix this, someone in BT has put false info on my account and you can check this yourself, it will take you no time, just confirm it. She however again refused to even look into it as she didn’t “THINK” that someone would do that. She also refused to go and listen to or check the calls I had back in August with the manager who had promised to sort out a payment plan and investigate, she refused to check or listen to the call from last Monday where an agent had confirmed that the previous manager was supposed to have done this but hadn’t done anything with it. She refused to do anything in any way that might mean she would have to change the position she had come on the phone to me with and had made clear she didn’t want to change. So in essence this person who is supposed to be trained in customer service and conplaint resolution, didn’t even bother her backside to speak to the customer making a complaint to find out the issues, just decided to check a  few notes, not pay any real attention and sho a complete lack of respect to me. I mean she openly accused me of being a liar on the call and in the same breath refused to go and check if one of BT’s agents had lied themselves about calling me and me “agreeing” to all this. Funny, I was sure one of BT’s slogans was “Its good to talk”
    So here I am, Im told my account will be terminated tomorrow and it seems that no one at BT cares, or even wants to solve the problem. Also they don’t care that this is going to have a massive effect on me and my life, without my internet access I cant work, and if I cant do that then I lose my livelihood, my home, the food on my plate and everything I have. Oh and look, just in time for Christmas. I have been asking for 3 months to get this paid off in a sensible way and for 3 months I have been assured they would take care of it, then fobbed off nad forgotten about. And now BT have made it abundantly clear that they really have no interest or concern for their customers in any way.
    I write this in the vain hope that someone might be able to help me here, however being as there is less than 12 hours till Saturday I doubt it.  I think to be honest its more so that other people are aware of just how shockingly bad BT’s service really is, and that watch yourselves and not only will they lie, abuse, insult and cause you great trauma, but that they will also refuse to accept any responsibility for their words, their action, their promises, and especially their mistakes and faults, as as far as they are concerned they don’t make any, and wont even look into seeing if they have. Truly a company that doesn’t care

    Its quarterly billing, and on direct debit, so the whole point there is it takes care of itself. 
    It aso didnt hurt that as I said, I had no communication from BT in that year, no calls, emails, texts, letters nothing. They sent me no letter to say that there had been a missed payment, they took no action due to this, still something at this point that no one has been able to explain how that happened. Also the direct debit was set up by someon from their executive level complaints deaprtment, so you would think it would work ok. But apparantly 3 months later they didnt take a payment, and kept not taking payments or getting in touch with me about it, they just did notning. Then after a year, again without any warning or notification restricted my line, which as it turnds out was an automatic process, no one had any clue about what had been going on. Hence why the first manager I spoke to about it said she was going to have to investigate how this happened and obviously work out a repaymnt package. Though as par for the course from that point on I never received a callback from BT at any point, I called them often enough, but they never could be bothered it seemed to get back in touch.
    Also my bills arent exaclty large, as I say the only reason I even have a landline is for my internet access for work so its not as if its a huge amount and its every 3 months so not something really on your radar. Again thats the point of DD and what you assume is a professional and capapble company. 

  • Really let down by the customer service today.....

    Hey Best Buy,
    I called the 1888 number but I'm not sure if it will get to corporate or not.  And like others on this board I've read that a lot of corporate members patrol around these boards so I wanted to let everyone know my story here.  Me and the fiance recently moved to Carbondale, IL for her first year of medical school.  While moving we have been planning about big purchases to make to "spruce up" the new living space.  When we moved we had gotten a 10 percent off coupon from best buy and thought "wow that would be perfect to buy a new tv with in the future".  Long story short while moving I was dumb and left my Tivo remote back at the old place, So i coulddn't control my tivo box at all. We had gone to Best Buy to browse Tivo Remotes only to find out they didn't carry them any longer but had Universal Remotes that would work.  We found the Harmony 650 that was priced at 79.99, as we went to the counter my fiance stated we could price match amazon for 59.99.  So we decided to do that and then use our 10 percent off coupon to help offset the cost since the tv down the road. 
    Well we got home and the remote didn't work with the tivo box as well as we wanted, so we ended up purchasing a new remote from tivo online.  The problem came on our way back to best buy.  After looking over the reciept we noticed it had said "12.00 off price match and 8.00 off coupon".  So basically we didn't need to use the 10 percent off coupon because it used that coupon within the price match.  I pointed this out while we were returning it and stated, I really wish I woulda been informed of this when we were ringing out, because we used the coupon for nothing and I woulda used it for a tv down the road (reason we are not buying one now is becasue we are waiting for vizios version of the 4k tv)  So after the nice lady who did our return stated she wasn't sure what to do and she understood what we were saying, she got her team leader "Brandon"  and Brandon pretty much told us "Well yeah we dont get those very often so we didn't know"  and im thinking "you dont get coupons often.  Long story short he was extremely rude to us, giving off a manner of "I really don't care about your problems"  I can't believe best buy has someone in a leader position who has an attitude like that.  My fiance just looked at me after he went to get  his GM like "wow does he really work for best buy".  The GM Paul stated that he couldn't reissue us another 10 percent off coupon because its marketing that does it and not the stores.  But said the coupon is only valid for small appliances (which i later found out is not true)  I called the 1888 number and voiced my problems from a nice lady who said she would let the complaint go through the chain of command and offer me a 10 dollar gift card.   Which I appreciate and is nice.  But it doesn't help the fact that I'm out a 10 percent off coupon that I could of saved almost 100 dollars off a tv.  That a team leader was extremely rude, the GM told me the wrong information about the coupon, or the fact that the cashier never warned me about not being able to use both at the sametime therefore I was basically throwing my coupon away at the time. 
    Sorry for the long drawn out message.... I moved from Edwardsville, IL and the Best Buy up there always gave me good service and never misled me like the one down here in Carbondale, IL.  I'm disappointed in Best Buy, as a rewards member and someone who holds a credit card with them.  I'm having doubts about making future purchases there.  Maybe its time to stick with Amazon... I dunno.... :/

    Hello bluesfan1700,
    Congratulations on your new home, and welcome to the forum!
    As exciting as moving into a new place is, it can be stressful when you’re trying coordinate everything just right. Having just moved myself, I know that you can’t always plan for the unexpected and sometimes you find yourself wanting an item that you never even realized you needed until you’ve settled in, so it’s nice to hear that you had a 10% mover’s coupon in case that happened.  It’s disappointing though that something went wrong during your purchase causing it to not add properly, and I’m sorry for the frustration you’ve endured while trying to work this out.
    As I’m sure you know now, our Low Price Guarantee does have some exclusions and this includes all coupon offers. This means that as you chose to price match your new universal remote with one of our online competitors, this would disqualify your purchase from your mover’s coupon. It sounds like something went wrong though if our associate applied both, so I looked through your account using the email address located on the forum. I see that you have an open case with Jessica from our customer service team and she’s actively acting working with local management to see what options we may have available from here.
    Please know that I’ve contacted Jessica and let her know that you are looking for an update. She should be in touch with you soon, but if you don’t hear from her, please don’t hesitate to let me know and I’ll be glad to help.
    Best wishes,
    Alex|Social Media Specialist | Best Buy® Corporate
     Private Message

  • Horrible customer service, how do you stay in business?

    Your internet sales team fraudulently induced me into signing contracts worth $1200 for new smartphones by promising me free data for which I was apparently not eligible. This is completely documented in a chat transcript and I believe this was purposeful. After walking me through the upgrade process, the internet sales person told me I had to 'combine' orders into the one share plan by calling customer service. Not one of the five people I talked to after that had any idea what he was talking about in regards to 'combining' my orders. Not one. I think he fraudulently induced me into contracts worth $1200 and then passed me off to someone else who would deliver the bad news in the hopes they could convince me to accept a lesser deal. This is called bait and switch.
    This is my story:
    As a 10-year customer of Verizon, I was looking to upgrade my phones and account into the new Edge program. Our two lines always use less than 2Gs of data per month. I priced AT&T's NEXT plan and received an emailed confirmation from them that the monthly payments for the LG G3 and the Samsung Galaxy 5 PLUS unlimited minutes and texting with 2Gs of data would be $134.45 plus tax. I approached the online sales staff with this information and asked what Verizon could do for me. "Dencil" initially stated the same plan would cost me $169 and some change at Verizon.
    "Dencil" told me via chat that to meet AT&T's price, I could upgrade to Edge, sign up for the 250MB plan and receive 1 free Gig of data per new smartphone purchased for 24 months. It will give me the price to basically match AT&Ts offer and my necessary 2Gs of data.
    "Dencil" walked me through upgrading my phones. The website will only allow you to upgrade one phone to Edge at a time and you have to checkout each time (I expect this is related to the financing contract required per phone). "Dencil" told me that I would have to call customer service to get the lines 'combined' again into the share plan. He said customer service would make sure I received my 2 gigs of free data as he had no direct access to my account. This is all documented in the chat transcript. 
    When I finally reached customer service, I spent two hours, was transferred four times and spoke to five people. No one had any idea why the lines needed "combined." The first customer service rep transferred me to sales without telling me. Sales informed me they did not know anything about the free 2G promotion at all (I found this particularly surprising since there is a banner advertising it on your website, but I digress) and they could not help me. I was then transferred back to customer service.
    When the customer service rep picked up, I explained my issues and asked to be escalated. He didn't do that, put me on hold for about 20 minutes and even though I explained that sales already told me they could not help me, he never came back and then went ahead and transferred me back to sales without warning. I have no idea what he was doing for 20 minutes.
    The sale person I talked to this time also had no idea about the free 2G promotion and suggested I get back in touch with my original sales person, "Dencil". I had already explained it was an internet chat. I asked him how he would suggest I find "Dencil". The sales rep got very rude with me explaining that this was not his job and his job was... I cut him off and asked him to transfer me to someone who could help. Back to customer service I went. At this point, I was then disconnected. The disconnection was likely my fault as in my frustration I began punching as many numbers as possible just to get to a person. 
    After calling back, I spoke with a very nice lady who did escalate me as requested. The customer service supervisor informed me that my new account did not need to be 'combined' and she didn't understand what "Dencil" meant. She also told me the free 1 G per smart phone did not apply to the 250 MB plan. I explained that I was promised this and there is record proof. The customer service supervisor basically told me I was out of luck. She offered to upgrade me to the 1 G and then provide me a credit for another Gig for 1 year. That wasn't a comparable offer by half.
    When I explained the deal I was offered by AT&T, she stopped just short of calling me a liar. The difference in plans is almost $30 (as quoted in the chat by "Dencil"). She told me Verizon would never allow their chief competitor to be that much cheaper and that she "keeps up on these things." I offered to send her my AT&T documentation confirming it and she declined.  I then went over each charge explaining the differences. She thought she was going to show me how the costs were actually the same between the plans, but she never completed that action. I expect it was because she realized that's not true. 
    Throughout my conversation with the supervisor, I asked that my phone orders be cancelled and that my account be returned to its original status. She finally told me she complied and my order was cancelled.  Lo and behold, about 18 hours later, one of the phones SHIPPED.  I contacted customer service and they told that "oops, one of the phones slipped through, no worries, I could just refuse delivery."  Okay, fine, but then an hour later, the SECOND phone SHIPPED.  That one must have 'slipped' through also.

    Sprint Unveils First Attempt at Lower Pricing Under New CEO | DSLReports, ISP Information
    Also refuse everything and get proof from FedEx that it was returned or refused. take a photo of each package to be able to track back.
    Good Luck

  • We need a new section entitled:  Issues With Apple Customer Service

    "This Feedback about the Discussions forum is intended for questions about how to use Apple Discussions and for general constructive feedback about how the Discussions system is operating or how it may be improved. Please use this forum appropriately. Failure to do so may result in your posting privileges to this forum being disabled.
    If your question concerns a hardware or software technical issue, please do not post in this forum — instead, go to the Apple Discussions Homepage, select an appropriate product category and follow the links until you reach the correct forum for your post, then click the Post New Topic link. "
    Alright, I have a suggestion for improvement. We need a new forum section for complaints about the way Apple is treating us.
    To make sure I'm being clear, let me give you an example of just such a post that may be included in such a section.
    I ordered online the family packs of Leopard, iWork '08 and iLife '08 on November 6th. I received an email telling me my order had been shipped on November 7th.
    On November 9th I decided to check the progress of my shippment by logging on to FedEx. To my surprise, it had been delivered! Not to me but another party. I could download a PDF from FedEx and see the signature.
    After trying to deal with FedEx for a few days I was finally told to deal with Apple because they would have to initiate the investigation. Fine. These things happen.
    On 11/13/2007 I spoke with an Apple Customer Service Representative and received an Apple Issue Number and Case Number. I was told that it should be resolved in a few days. It wasn't.
    11/20/2007, Here's where it gets interesting. In talking with them again I explained that since my signature was not on the FedEx ticket it had not been delivered properly if at all. I explained that since FedEx was clearly at fault the package should be shipped again. Finally they agreed. I was told that my package would be shipped and to expect an email.
    11/23/2007, I was told again that nothing would be shipped until after an investigation had been completed. So did they lie? I spoke with a manager who kept repeating that he was sorry for the mis-communication. That became very frustrating to say the least. Remember, FedEx requires a signature. Without it or my permission to deliver somewhere else they must deliver to me and get my signature. The FedEx PDF clearly shows another persons signature.
    Equally frustrating is the fact that they will not keep me informed as to the status. I have to call them and wait on hold. I did get a couple of emails with text along the lines of, "We continue to work with our carrier on your lost package. "
    However, there is no way to reply to these form letters. The only way to stay in touch with Apple is to call and be put on hold.
    Twice, after giving them my order number and being put on hold "while they look up my records" or whatever, the call was disconnected. I'm not saying they did so on purpose but the results were the same. Another call, another round of giving my order number and explaining to yet again a new person the details of the situation.
    I've had many problems with Apple since becoming a customer in June of 2006 but I just can't let this go. I need a place to warn others. If you buy something, you might be better off buying it from a store instead of on-line. This kind of information is needed to warn others concerning the business practices of Apple should something go wrong. This is why we need a new section for putting forth such complaints.

    It seems to me that the real problem here is with FedEx, as I have encountered similar types of problems with them in the past. Even though a signature is required, I have had packages left on my porch. When I enquired, someone had actually signed (i.e.forged) my name! Other times it has been left on my porch with some other signature. When I call to complain, FedEx just seems to think there is no problem as long as I got my package. They seem totally unconcerned even though a signature is required and I definitely did not authorize delivery with no signature. I have expressed my concerns directly to Apple, but have no way of knowing if it has done any good. I think this problem is worse with FedEx ground, as that is contracted out. Around here anyway, i think the drivers will sign the ticket and leave the package just so they won't have to make another trip. It's not right, and it's not supposed to happen this way, but i know it does.
    Apple entrusted your package to FedEx in good faith that it would be delivered to you, and that your signature would be required for you to receive it. That should have resulted in you receiving it. however, due to a false signature, you did not. Clearly, FedEx is responsible.
    If the package was supposedly delivered to your address, but has a false signature, I wonder if the driver might have signed the delivery ticket or gotten someone else to sign it and just left it on your porch or something like that. If so, it could have been subsequently stolen. If something like this happened, it might explain why things are so bogged down in the investigation at Apple. From their viewpoint, the package was delivered and a signature was obtained and they are probably being stonewalled by FedEx.
    A user to user discussion forum such as Apple Discussions won't help with delivery problems. It's best to report them directly to Apple as you have done. If you continue to have problems, you can call Apple and ask to speak to Apple Customer Relations. They may well be able to cut through the red tape. You could also express your concern in the "Feedback to Apple" section. Maybe if enough people complain, they might consider awarding the shipping contract to someone else. Or perhaps the other shippers are even worse.
    One of my recent shipments was evidently lost in a typhoon. But when I called Apple, a replacement was sent out immediately. This is more what I would expect of Apple, and you have every right to expect similar treatment.
    If FedEx delivered to the wrong address and got a wrong signature, they should be expected to go back and retrieve the package. But if they delivered to your address and did not get your signature, then you would be well within your rights to go to your local Better Business Bureau and file a complaint against FedEx. That might possibly get some action of some sort. FedEx cannot ignore the BBB as easily as they can ignore you. If your signature was actually forged, you will certainly be able to prove that the signature on the delivery ticket is definitely not yours. And you could forward the BBB complaint to Apple. I don't know if this would help or just muddy the water, but it would put a little more pressure on FedEx I would think.
    In the meantime, I would certainly speak to Apple Customer Relations and see if they can help you out here. They want happy Apple customers, and I think they would like to know about the extreme frustrations you are experiencing through no fault of your own.
    I sympathize with your problems, and I hope that you are able to get them resolved soon.
    Good luck!

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