Complaints, lack of responses, lack of accountabil...

'How may we help you' - what an utterly meaningless piece of corporate gobbledygook.
Firstly - you have no right to simply send a bill saying that you will increase a direct debit payment. Any change to the amount paid needs to be arrived at by agreement not by fiat.
Secondly - it should be perfectly possible to speak to a UK based manager by simply asking the responding operator to connect you to one. It is simply not good enough to be transferred to a holding system playing canned musak and then cut-off. Nor is it satisfactory to have to try and deal with people whose first language isn't English when trying to resolve issues which are patently not within the scripted stock answers they have been trained to work from. (They deserve better and so do we - your customers)
Thirdly charging 50 to 70 pence for a call which isn't actually a call i.e. when the person you are calling isn't answering and you get their automated 'the person you are calling is unavailable'. The minute the answer service cuts in I hang up and yet in my current bill you have filched £8.68 plus v.a.t. for what amounts to none existent calls - this is little short of outright theft.
If you really are concerned about customer satisfaction - though the evidence says that you're not - then you need to address these issues not via some 'random' voice activated customer survey at the end of calls made to your 0800 contact numbers.
I am thoroughly dissatisfied with the service you have provided and I know from friends and colleagues that they have endured similar frustrations and are, generally, dissatisfied with automated responses, canned musak, non-UK call centres, and the inability to contact and speak to anyone with any degree of responsibility or authority within the BT hierarchy.
I look forward to reading the excuses you have to offer but much more importantly what, if anything, you intend to do about this.
I am copying this to my social networking sites and will be doing the same with your reply.
Yours

Hi mrchoochoo.
Join the conversation in our Customer Support Community
This is the place where customers help other customers get the most out of their BT products and services. Check out the boards below for some helpful advice on broadband, phone, and lots more.
Please note it says Customers help other Customers.
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Write to us
If you want to write to us we usually reply within ten days.
If you want a quicker reply try using Live Chat or send us an email. We’ll get your question or complaint instantly and start working on it right away. To find out more visit Contact BT on BT.com.
However you get in touch always give us your phone and account numbers. So we can get back to you easily, always give us your email address and daytime contact number too.
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Similar Messages

Complaints - Lack of response - Please Help!

Here is a copy of an email that i have sent to BT twice in the last 4 days, as yet i have not received a response or even an acknowlegement.
Hi I have a complaint about my BT bill that I tried to resolve with no success via telephone this morning.
I am currently a long-standing BT customer signed up to the unlimited anytime plan plus friends and family mobile at £4.99 month. This is a continuation of a 12 month contract that I took out when I returned my calls to BT. Upon checking my bill (more closely than usual) I have discovered a discrepancy between what I thought I was paying and what I am actually being charged each month. If I log onto MYBT.COM>PHONE>CALLING PLANS & ADD ONS it states that my monthly charge including line rental is £16.53 ( I appreciate that this may increase by 50p to reflect another Line rental increase). However when I then look at the PDF copy of my latest Bill it states that my Calling Plan and line rental is £19.28, if I remove my £1.25 paper discount this equates to £17.78 not £16.53 as stated on YOUR website MYBT.COM when I log in.
When I spoke to one of your billing representatives today 'RAVI' said that he would refund the additional amount I have been paying on condition I signed up for another 12 month contract. When I said that this was unacceptable to expect me to agree to another minimum term contract when the error was BT's he said that was all he could do.
He stated that I was on the unlimited calls plan but was being charged £5.99 as I was not 'in contract' I explained that when I reached the end of my last minimum term contract that I spoke to BT and they advised that I would continue on the £4.99 deal without agreeing to a new contract term. Whilst the amount in dispute is very little I am somewhat disappointed in the way that this has been handled. Imagine if BT were to apply this charging model to all customers the amount would be very substantial.
I have always said to others that I have stayed with BT because whilst they are not the cheapest they were the best at what they do. Maybe it is time to reconsider where I should be routing my line rental and calls in the future.
I would like to hear your views on this matter
On another note when I try to complain via your ‘helpful’ website using the following link http://bt.custhelp.com/app/contact_email/c/2702,2706 I keep getting an error message saying ‘Your phone number must begin with a 0 or 1’ I have filled in the form correctly and cannot seem to submit it
Thanks in advance for any help.
Solved!
Go to Solution.

Hi Craig
I understand your frustration when waiting for a response.
I've been there on a few occasions
The mods do receive a lot of email's, they'll get round to you as soon as they can
Did you provide a link to this thread (for reference) when you sent the email?
-+-No longer a forum member-+-

Complaints Lack of Customer Service and No respons...

Hi there
I have had very similar experiences. Misold BT Business Line with Braodband speeds. Engineer called and connected to an old second line at the property which would only give me 2 MB.
Complained - Nothing Happened
BT engineer said that my home line was " pants" as Chesterfield Broadband non existentr suggested I move my Braodband to Sky as they have better speeds and dont drop the connection!!!! I moved my home line to SJKY and guess what he was right!!!!!
Complained again about my Business Line - losing customers - no response
Complained via Twitter - no response only more promises of help.
BT deceided to increase my bill for no reason no letter no notoification April 2013 queried bills back to October 2012 - queriied this with Billing Accounts - they said sorry charges put on account in errror. Told Billing they were now in default of contract they cancelled the line said I would receive a refund of the incorrect charges.
Credit bill received which I assumed was the final bill so cancelled my Direct Debit and then ongoing bills still arriving
Calls amde to to BT Billing usually answered by Asia or Thailand had no idea of what i was saying most of the time number of calls in excess of 20 All calls State that account was closed in April and that bills incorrect.
Called again recently and spoke to Billing they promised to help but said that there were no notes of calls and contacts on system. E mail received from Karen Bernadino as I insisted that she acknowledge my call -E mail promising to help. no futher mail or phone call despite further e mail chase up requests.
Today - BT Chat - waited 20 minutes today no luck - called BT poptions team suggested I complain at www.bt.com/business complaints - doesnt exist.
At wits end now will write to Chairmain and Onbudsman - BT have a non existent Customer Service that costs us millions?
Looks as though whatever you do the only way you can get a complaint sorted through BT is to go on this forum to shame them in full view of the general public.
Please can someone help I am not paying Bt any further money as they jhave been in default of my contract since the Account was opened and further since October 2012 when they decided to increase the charges on my account for no reason. No other organisation would get away with this invisibility and total lack of accountability.

I'm in the same boat have an outstanding complaint with BT , reported it 7 days ago. Still nothing from BT.
Even if you do get a reply fromt he customer service team, you can ask agin and you will get something different they have no idea whats happening in the company.
It has to be said I now reckon BT are the worst company for customer service, they make Santander look brilliant. Never have I encountered such poor customer service from a company that I have from BT. Just look at the forums they are full of people complaining about the service they dont get.
Good luck in writing to the chairman, I did that too after a couple of days and got an automated reply back, still nothing official from BT.
They are totally rubbish.

COMPLAINT - lack of action

I am exasperated by the apparent LACK of ACTION by Microsoft and Skype with respect to invasion of privacy. It is clear from browsing the community Complaints that I am not alone in thiis concern.
I, and several others have broached the matter politely, but to no avail.... so; -
To Microsoft & Skype - when are you going to enable users to to PREVENT unsolicited "Contact requests"?
The recurrent "requests to contact" from (e.g) "Great **bleep** in Ghana" , "Nubile in Nigeria" or "Randy in Rwanda" causes considerable strain in one's personal relationship.... and I am NOT interested in purchasing a stock of denatured plutonium or Kalashnikov rifles either!
I and others have stated on this site that the purchase of Skype by Microsoft would be the downfall of Skype...
Microsoft // Skype: - PLEASE get your act together and satisify the requirements of your users,
Thank you.

Hi
I am sorry to see you are having problems
I suggest you contact the forum mods they should be able to get this problem sorted for you this is a link to them http://bt.custhelp.com/app/contact_email/c/4951
They normally reply by email or phone directly to you within 3 working days they will take personal ownership of your problem until resolved and will keep you informed of progress
They are a UK based BT specialist team who have a good record at getting problems solved
This is a customer to customer self help forum the only BT presence here are the forum moderators
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’

San Rafael, CA--large residential area with NO cell, and NO data service--area rated by Verizon tech as "ALL COVERAGE BAD", multiple complaints--but no response by Verizon

Dear Verizon Wireless Executives,
I am writing to let you know that I (and many of my neighbors) are on the verge of switching to ATT, due to terrible reception in my home neighborhood.
I moved to Dominican neighborhood in San Rafael in March 2014, where I bought a house. I discovered that Verizon cell service varies from non-existent to terrible, both for data and cell service. At best I might get 1x data, and 0 or 1 bar for cell. All calls are dropped within 15 seconds. Data typically does not work.
My response was to first purchase and install a network extender. However, due to the size and configuration of my home, I discovered that I needed a second extender to cover the whole house. This has led to new problems—the two extenders “compete” and if I start a call in one part of the house and move 1 or 2 feet too far in the other direction, I lose the call.
ATT has a powerful cell tower on the ridge above my neighborhood, which consistently produces 5 bars. It sits on a ridge in the Marin Open Space, likely on an old Nike base radio tower. (there are numerous towers on this ridge as a result of the abandoned Nike missle site).
I have begun to organize in my neighborhood—Dominican/Black Canyon Home Owners Asssociation, with about 1200 homes. When I posted a message asking about other people’s experience with Verizon Wireless, I was inundated with at least 30 or 40 angry and frustrated messages from Verizon customers, on NextDoor, a neighborhood listserve.
Today I completed a long Verizon Wireless “trouble ticket”, number NRB000007366782. I was told that there have been many, many complaints from this neighborhood for both data and cell coverage, or more to the point, lack of coverage. Your records indicate that this neighborhood is considered within Verizon as a “1X marginalization area”. And yet , currently there is no plan at Verizon to remedy this situation.
I strongly encourage you to begin an immediate search for access to one of the many existing towers on the ridge above my house to place a Verizon cell station.
In the event that you choose to continue to ignore this neighborhood and it’s abysmal coverage, I will organize a mass defection of Verizon Wireless residents to switch to ATT. I encourage you to begin this process now, let me and the neighborhood know of your plans, and have it completed in six months. If we have not heard from you within 1 month (November 21, 2014), we will switch to ATT en masse beginning in December.

That is not going to happen due to a myriad of reasons.
1- Verizon listed the area correctly. So its not deceiving the customers. So based on that I would have left for a better provider.
2- Verizon cannot just pop out and place service on any tower or property. They must gain permission to place signal towers in locations. They must secure the approval of villages, towns, cities or counties to even think of putting service towers up. This can take years.
Then if the approval is opposed and no other sites can be obtained your service stays as it is. This is not a carrier fault. Go after the town boards and elected officials that will not allow their placement.
And blame the majority of people who also oppose these towers etc. Based on scares of cancer, birth defects, and even people having seizures. Yep read up on it.
Your speaking for your neighbors is admirable but futile. You cannot get what you want in 6x6 months.
http://www.at.com
Good luck to you all

How do I submit a complaint to Verizon?

Does anyone know if there is a way - other than posts in this forum - to submit a complaint to Verizon about its customer service? Or am I doomed to wander Verizon's barren wasteland of customer service for eternity? Several weeks ago, I called to order a premium channel and was offered a 50% discount. I accepted, the channel was turned on, and yesterday I received my bill, with the channel charged at full price. I called the same number again tonight to get the discount applied, and was told it could not be applied because the Verizon system did not show that I made any calls to Verizon...since 2012. Had it all been a dream?, I asked myself. But no, there on my bill it showed that I had clearly called to order the premium channel on March 27th. Looking back now, I'm not sure why, but I spent several minutes trying to understand how this could have happened, and why it could not be easily remedied by simply honoring the discount, but I had no success. I asked to escalate this with a supervisor, who I hoped would be able to solve the mystery of the missing discount for me. Wouldn't you know it, the rep informed me, the supervisors are all in a meeting! And, miraculously, it was scheduled to end exactly when the customer service office closes, so I would not be getting a return call tonight. I asked to submit a complaint, upon which I was told I could not submit a complaint about the discount, because there was no notation of the call on which I was offered said discount. Before my mind had a chance to explode, I asked if there were any other avenues for submitting a complaint about this. Surely that customer service rep is cackling to herself now, having delivered me into the kafkaesque hell that is the Verizon customer service website. Initially presuming some reasonableness in the design of a major website, I began by clicking on the "Contact Us" link for billing questions, and was rewarded with reams of options for registering my complaint; alas, they appear to have been written in white font on the white Verizon backdrop:Forging ahead, I imposed upon the friendly looking avatar in the upper right to ask the question, "How do I make a complaint?" The response was vexing indeed: I wondered, am I . . . the first one ever to complain to Verizon? How else to explain the machine's inability to comprehend such a simple request? Excited now, I pressed on for a solution, and found that I could try the Verizon support "community." So here I am, asking why Verizon would lead me on this path to air my complaint for all to see, my criticism snowballing, rather than provide an easy way to seek an answer to my original question. Unfortunately, unlike fictional travelers of an infinite loop, attempting to navigate Verizon's "customer support" has cost me an hour of my night and fair amount of my sanity. If anyone has any ideas how to escape this, they would be very much appreciated.

Two days now, I have been attempting to get an answer. Yes, I have a complaint. And, the documentation to support it exists. Have been a long time FiOS customer in Newton, MA (must be over 15 years). We were one of the first on our street to pioneer with Verizon. And, we have had nothing but great things to say about the product service, technical support (when needed) and the customer support (when needed). We are in the process of retiring to Virginia and on our list of "needs" was a FiOS wired home.On July 28th, Verizon confirmed FiOS was available in the actual UNIT we were looking to buy (this knowledge led us to seal the deal on the condo -- that's how important FiOS quality and service is to us!). Here is a copy of our resulting online Verizon FiOS order for service at the condo that we purchased on August 4th. I also have an accompanying transcript of the Chat discussion where an actual (as in "alive") customer service agent walked me through this order. We ordered all the same FiOS services as we had in Newton, FiOS to FiOS. (Note the titles "FiOS" that appear below on our actual order ).Service Address[address redacted]
RICHMOND, VA, 23231Order InfoOrder number: VA111... [redacted]
Order date: Jul 28, 2015View a copy of your Billing EstimateIncluded in this order:FiOS Internet 30 Mbps/ 5 MbpsFiOS TV Ultimate HDVoiceView Channel LineupOn August 5th, the Verizon technician arrived as scheduled to complete the hook up to FiOS. Let's get to the point. What we have in our condo is internet, cable tv, and phone (yep, the bundle) delivered over a DSL phone line! Yes, FiOS fiber optic is connected to the building's basement. And ends there. From that point on, a telephone wire is used to connect the condo down to the FiOS line in the basement. A DSL telephone wire (from the stone ages!!) that is incapable of providing FiOS quality and speed. This deception has led us to purchasing a home that does not have the Verizon services promised by Verizon. To say we're disappointed does not even BEGIN to capture the emotions we are experiencing.VERIZON: Will someone there, with authority, contact us about running coax cable instead of telephone wire and make this right?

Trying to leave

In the middle of moving from BT to PN and I'm very annoyed atm.
My broadband was switched over on 30/04/13 and I was told by PN that the phone would be switched over on 20/05/13 ....... not a problem I thought...... wrong
Broadband was great until 07/05/13 when a fault developed on my phone line (still with BT) and my speed has halved. I discovered the fault when I received a text from BT saying they were sorry I was leaving but could I phone them to discuss possible termination charges........ well my contract ended 26/04/13 so I know there should be no charges..... coincidence ? I called them to report the fault and they confirmed I was out of contract and so no charges.
Today I received 2 emails from BT....... the first stating that my broadband service would end today ....... hmm been with PN for 11 days now.
My phone was part of a broadband package with BT and so the second email concerned an order for a new phone package they have put in for me which I certainly did not order. The small print allows me 7 days to cancel in which I'll only be charged for what I use but any longer and they will charge me a cancellation fee. Considering the phone is to be switched over on 20/05/13 this is a new contract for 9 days and had I not been home to notice this email I would more likely have been charged a cancellation fee.
I have sent off an email to BT about this but I'm very annoyed and can't understand why the phone could not be switched over at the same time as the broadband. It seems I will end up paying double line rental, one to PN for my broadband and the second to BT for my phone and may suffer charges for a service I haven't asked for.
I'll be glad when PN takes over my services completely
Gerwyn
Solved!
Go to Solution.

I have been with BT for a little over a month now and the customer service is nothing short of appalling.
First there was a 'data integrity' issue with my account. That meant I could order anything. I was trying to order a broadband upgrade and also BT television.
I spent, without any exaggeration a total of more than seven hours on the 'phone to BT over a period of eight days being passed from pillar to post speaking to staff with minimal command of English. Having to explain the same thing over and over again. I also tried web chat - complete waste of time. Very polite but pointless.
I also filled out the BT complaint form - null response from that. Again pointless.
The latest farce was last weekend. I waited at home on a Saturday afternoon for an engineer who was due to attend between 1 and 6 pm. During that time my broadband was up and down like a fiddlers elbow until at 5:45 I got a call from someone who got my name wrong and then told me that it is not possible for him to do the work. Unsurprisingly he could not tell me when it might be done or give me any clue as to what I should do. He did suggest in a fairly vague way that I would probably get a call on Monday.
Now Wednesday and guess who hasnt called
Any comment?

Bill Cosby has admitted

Bill Cosby has admitted
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The end result is the following:
The Apple Store never called me back, so after 3 weeks, I decided to proactively seek resolution by scheduling a Genius Bar appointment yesterday.
The first Genius told me that I would need to leave the MBPro for a few days so that they could order and install a replacement Motherboard. I told him that I already did that the first time and was worse off as a result of the initial efforts. The First Genius punted me to a Second Genius...
The second Genius told me that they did not have any replacement Motherboards and that I need to leave my MBPro at the store in order to research the plan of attack and someone from the Apple Store would call me in a few days to let me know what they could do to help me. I told him that there was no way that I would leave my MBPro until I was comfortable with the plan. He told me that there will be no action plan until I turn in my MBPro for review. I reminded him that I already did that 4 weeks ago, so no need to go around again - as we already know what is wrong. Next I asked for the manager -
Very nice guy comes up and listens to my complaint and the responses from Genius 1 and 2... I told him that I shouldn't have to be inconvenienced multiple times for a known NVIDIA GeForce 8600M GT issue. He told me that he was unaware of any issues and I asked him if he was kidding? I showed him a website on my iPhone that describes the scope of the problem and then he became much more helpful...
Long Story Short-
Gave him my 17", 2.6Ghz, 4Gb, 200Mb MacBook Pro and I walked with a NEW 17", 2.5Ghz, 4Gb, 350Mb MacBook Pro PLUS a $450 Apple Gift Card(for the difference in what I paid in April and the price of the new one!
I wonder how anyone else fares on this....

Poor Customer Service - BT Call Centres

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

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

I have got my iPhone replaced 4 times till now because of various issues with the handset, out of which 2 iPhone replacements have had power button issue, the last replacement that i took from the service center on 6th December 2013, again had a faulty power button out of the box. Due to the same issue recurring for the 3rd time, i called apple customer care on 7th December,2013 and registered a complaint. The response that i have got from the apple engineering team has been highly disappointing. I was told that it was my usage fault and not an hardware fault. How can this be a usage fault if the phone was faulty out of the box. Such a response is not expected from a brand like apple.
This has offended me and i am highly disappointed with such a response from a brand like Apple.

What exactly would you like from us, your fellow users in these user to user technical support forums?

Apple seems unable to reinstate my podcast after my rss feed is active again

I had a podcast on iTunes for several years called Punk Rock Pariah with Grendel. It was located here: http://itunes.apple.com/us/podcast/punk-rock-pariah-with-grendel/id448777825
At some point my website was not renewed. This caused my rss feed to go down, and itunes removed my podcast from the iTunes store. Now that I have my website again, I have the exact same rss feed as before, and I cannot figure out how to get my podcast reinstated. I have spent over an hour on the phone with Apple, and the person who responded to my support ticket I submitted clearly did not read my complaint because the response ignored some key facts. My RSS feed is: http://punkrockpariah.com/rss
They have given me two solutions, neither of which work:
1) Delete the rss feed from iTunes myself.
Because it is not showing up in the store, I cannot manage the podcast there, and thus cannot delete it and resubmit it.
2) Resubmit the podcast RSS.
I cannot do this because when I try, it says it is a duplicate RSS. I even tried altering it through a service like feedburner, which uses the original rss to produce a new one, but iTunes still recognizes it as the original.
So, I don't really know what to do. They have no workable solution and no answer on how to make a workable solution.
Thoughts?

You can try contacting iTunes Podcasting - per the email address - podcasts AT apple (dot) com
Tell them you want to get your show reactivated and that your feed is
http://punkrockpariah.com/rss
And this goes for the iTunes store page:
http://itunes.apple.com/us/podcast/punk-rock-pariah-with-grendel/id448777825
If they can not get you back up then you would need to slightly change your show title and the RSS feed URL - and then resubmit to iTunes the new feed.
But first I would suggest you try emailing apple and asking them to get you back and active again.
Rob W
libsyn

SOAP.streamEncode loses trailing nulls

I am trying to base64 encode data for a web service call using the SOAP.streamEncode method but am losing any trailing characters.
The following code, that encodes a string and then decodes the stream shows the problem I am having;
>var string2 = new String("\xF4\x09\xB2\x0q\x00\x00\x00\x00");
var encode2 = SOAP.streamEncode(SOAP.streamFromString(string2), "base64");
var decode2 = SOAP.streamDecode(SOAP.streamEncode(SOAP.streamFromString(string2), "base64"), "base64");
console.println("string2.length " + string2.length);
console.println("string2 " + string2.toSource());
var encode2String = SOAP.stringFromStream(encode2);
console.println("encode2.length " + encode2String.length);
console.println("encode2 " + encode2String);
var decode2String = SOAP.stringFromStream(decode2);
console.println("decode2.length " + decode2String.length);
console.println("decode2 " + decode2String.toSource());
This displays the following on the console;
>string2.length 10
string2 (new String("\xF4\t\xB2x0q\x00\x00\x00\x00"))
encode2.length 8
encode2 9AmyeDBx
decode2.length 6
decode2 (new String("\xF4\t\xB2x0q"))
The last line should have returned the same string as I started with.
Has anyone else encountered this problem and found a workaround?
My initial aim was to submit attached documents to my web service. These are generally Word documents which appear to always contain trailing spaces. I know I could use hex encoding (and am currently doing this) but hex encoding doubles the size of attachment and I am getting complaints about the response times

Having played with this problem some more it seems the SOAP.stringFromStream function stops when it encounters the first null character (as PDL mentioned above, though JavaScript handles nulls as the length of string2 in the example above is 10). This also seems to be the case when using a ReadStream object as a parameter to a web service call or when using Message Transmission Optimization Mechanism (MTOM), which I assume use the same function.
I have written my own Base64 encoding but have not yet worked out if the time taken is worth saving the 33% of the transmission size.
If anyone is interested;
var base64chars = 'ABCDEFGHIJKLMNOPQRSTUVWXYZabcdefghijklmnopqrstuvwxyz0123456789+/'.split("");
function EncodeHexString(hexString)
var result = "";
var padding = "";
for (i = (hexString.length * 2) % 3; i > 0 && i < 3; i++)
padding += '=';
hexString += "00";
for (i = 0; i < hexString.length; i += 6)
var n = (parseInt(hexString.substring(i, i+2), 16) << 16) + (parseInt(hexString.substring(i+2, i+4), 16) << 8 ) + (parseInt(hexString.substring(i+4, i+6), 16));
result += base64chars[(n >>> 18) & 63] + base64chars[(n >>> 12) & 63] + base64chars[(n >>> 6) & 63] + base64chars[n & 63];
return result.substring(0, result.length - padding.length) + padding;
This takes the hex string that you would get from a call to SOAP.streamEncode, e.g.
>SOAP.stringFromStream(SOAP.streamEncode(pdf.getDataObjectContents("file"), "hex"))

Verizon Complaint - Harassment, Lack of Customer Service, No Loyalty

After searching long and hard, it appears that there is no place to lodge a formal complaint against Verizon. I saw where an individual was told by a Verizon rep the place to file such complaints is right here in the forums. This seems to be an ineffective place to make such statements. With that said, I write this post with little expectation of satisfaction in remedying the complaint. In fact, I believe that the lack of a formal complaint channel points to the company's unwillingness to address key business points, such as customer satisfaction. Consider this post an indication of one such dissatisfied customer.
As background, I have been a steady Verizon customer for about 12 years (give or take a year). In that time, I have re-signed my contract several times, purchased numerous phones, and have been timely in my payments. I seem to recall even being given a Verizon VIP status which gave me a discount on phone accessories. The fact that most people reading this will have never heard of the Verizon VIP status points to how long I've been with Verizon. My first Verizon phone was the Motorola V60i - top of the line at the time.
Recently the credit card I have on file for auto payment expired. I knew it was going to expire and updated the account with a new card as soon as it came in. Apparently this update did not stick. About two weeks ago, my wife began getting phone calls from Verizon. Each time they called it would be from a different out of region phone number. Each time an automated voice would leave a message about "changes to the account". The calls increased to about 5 per day with several text messages throughout. The first red flag is that her line is a secondary number, whereas mine is the primary. If there was a legitimate change to the account the assumption is that Verizon would call the primary account holder. They did not.
This continued for about a week. The calls and the texts would come during working hours and into the night. I called one of the numbers back. After pressing # to do this and # to do that, I was given a choice. Press 1 to make a payment to the account or press 2 if you have already paid this bill or are planning to pay this bill immediately. Since I had already paid the bill, I pressed 2. The next automated message I received said that they would be expecting my payment within 7 days and the system would be updated to reflect I had made this agreement. Failure to pay the bill would cause an interruption in my service.
My problems-
1. Verizon should not call a secondary number to discuss the bill. Luckily the secondary number was my wife's. What if it had been a teenaged child?
2. Verizon should not engage in such harassing techniques. I have been a loyal customer for over a decade. A simple phone call from a human and I would have happily explained I did update the card, and then paid immediately. It went too far for no reason.
3. As a customer, I should have quick access to a customer rep or another avenue, such as a dissatisfaction form in My Verizon, to outline this in a more conducive manner than simply throwing it into a pile of other forum posts with no sense of direction or expectation of satisfaction.
It is for all these reasons that I am dissatisfied with Verizon currently. I am not currently under contract and I am shopping for another provider. While I'm sure many of my complaints will be found in the other provider, at least I have the satisfaction of taking my dollars to a company that will treat me like a number on a page instead of the misconception that customer loyalty still meant anything. Again, I am not expecting any followup from Verizon, but you have my phone number if you would like to discuss this. After all, a simple call from a human in the first place would have corrected this.
My question to the rest of the forum is, "Am I the only one in this boat?"

JonathanK_VZW,
First, thank you for taking the time to respond to my statement. I appreciate that you took the time to do so.
However, I don't think that your response addresses my concerns. I thought I had paid the bill as explained above. Your financial department acted in a harassing manner by contacting a secondary phone number on my account. Not once did anyone or any automated communication contact my number, the primary account holder. The calls were as many as 5 in a day with several text messages. The voice messages, when one was left, and the text messages simply stated there had been changes made to the account - hardly helpful information. In fact, the limited statement was so cryptic that they were originally dismissed as being spam - a reasonable conclusion considering the amount of spam messages Verizon customers receive concerning "changes to the account".
Luckily, the secondary number your financial department decided to contact was my wife's number. Had it been a child's phone this complaint would have a completely different tone. However, any number of other customers may not be so fortunate. You stated " financial services may try to reach you on an alternate line or a contact number we have on file" as an explanation of this practice. That answer only makes sense if you attempted the primary account holder first. You did not. Not one instance.
You mentioned that the volume of your customers prevents you from giving each one personalized service. I realize Verizon must have an enormous customer base and the sheer volume creates complications that I have not yet considered. May I suggest you make a special effort to show personal customer support to long term customers with an established track record of timely payments and patronage - such as myself. The silver lining for Verizon is that your current solution to your customer load crisis - harassing phone calls, ineffective automated services, etc. - may self-correct your problem. More and more folks will take their wallets elsewhere and you may find that managing effective customer service becomes a simpler task.
Again, JonathanK_VZW, I do want to thank you for taking the time to respond. That is sincere. I did not expect Verizon to respond. I would like my concerns to be passed to your supervisors and then to their supervisors. I believe my points are valid criticisms of Verizon's current customer services. I realize that customer service is traditionally a difficult role as it is the department the angry, screaming, crazies contact to vent. I hope the simple measure by which I've responded shows that is not the case here - that the criticisms point to terrible service and any industry that values its customers would want to at least address the key points therein.
To the supervisors:
Any productive organization has to develop strategies that manage the work load while maintaining quality. Those strategies must be reevaluated from time to time to measure effectiveness and quality. This message points to one of those times. Effectiveness and quality are lacking. It is time to develop a new strategy - a working strategy. Your customers would appreciate it.

Lack of Response not sure anyone cares about loyalty anymore

I contacted customer service via email about purchasing a new MacBook Pro for my daughter with her College Money. When we purchased it we told the Best Buy employee about our difficulty getting her approved on the 3rd party website that checks her enrollment. We purchased the computer one day prior to going on vacation. We never could get her cleared and were going to send all of the numerous items to the 3rd part group but seeing that no one would do anything after 15 days it was pointless. My complaint is that now we cannot take advantage of the student discount and now the computer has also droped another $45 in price which is double frustrating. This was not my money but my daughters college money. If this was not my daughters money I probably would not even care but it was her hard earned money. I was very proud that she saved and was able to purchase this item and also pay for her own tuition. So now we are looking at a computer that is less than a month old and now could have purchased for $145 less if I went directy to Apple.If you look at my account I had previously been an Elite member for years and purchased all electronics and appliances from your store. Well now that I have eveything I need at my home I did not purchase as frequently so my Elite status dropped to a regular membership.Being in Sales and Marketing for the last 20+ years I know how important it is about communicationg with customers with opportunities with your company. This is why I wrote in the first place. The answer I received was a canned answer that did not give me a resolution or closure to my situation. I replied to the email and never received a response. I had been planning on purchasing another MacBook and IMacsince they are both over 5 years old and both previously purchased theough Best Buy as wereall of my appliances at my home along with Denon and Def Tech speakers.Not once was I given any reason to continue shopping with your company. Even a small gesture may have kept me shopping with you but nothing was offered. Through the years I have seen what a little customer service or lack of can do to a company. I am tempted to share this on Twitter, Facebook and any other way I can based on mere principle. The lack of response should tell others where their loyalty should lie.

Hello Daoliv,
One of the goals to which we aspire is excellent communications with you and also with our other customers. While I am at a loss to explain why you have not had further contact as a result of your recent email to us, I know that you should have received a continuation of your conversation and I apologize for that not being the case.
As to your daughter's enrollment in our College Student Deals promotions, I recommend that she contact us so that we can work to resolve the issues that she has encountered. We offer the program so that our customers may avail themselves of it, not so that they have a new point of aggravation. I regret that this has been part of your experience.
Best Buy's Price Match Guarantee is a great way to ensure that you receive the best price on the products you purchase, but our requirement is that a request for price match be within the return period (usually 15 days). Outside of that time frame, we are unable to accommodate a request for price match.
With that said, I have some information for you about your recent Macbook Pro purchase, so please watch for a private message from me. To check your forum inbox, ensure that you have signed in with your user name and password, then click on the envelope icon in the upper right of this page.
I am extremely grateful that you took the time to share your ongoing experience with us.
Sincerely,

Disappointed with lack of responses from Adobe staff

Recently I've posted a few questions. In the meantime I've
resolved all problems by trial and error. Most problems have been
cause by not having complete documentation available.
I just posted a topic -
http://www.adobe.com/cfusion/webforums/forum/messageview.cfm?forumid=72&catid=602&threadid =1248092&enterthread=y
but no longer do I expect a response. Sometimes after a
search, I see that others have the same or similar problems, but no
one has answered them.
Does Adobe expect success with Spry? If so I think they need
to help the small band of people struggling with it!
VERY disappointed.
I also not that at the bottom of the main page of this forum,
it states, "Important Note: These online forums are for
user-to-user discussions of Adobe products, and are not an official
customer support channel for Adobe. If you require direct
assistance, or prefer to contact Adobe support staff directly,
please contact Adobe support. "
But when you click the link, there's no select option for
Spry!!!

Hi Kate,
Believe me when I say that I understand your frustration. I
just want to state for the record that what seems like our lack of
response or interest in this forum is not intentional.
The lack of timely responses is due mainly to the fact that
we have *lots* of things going on behind the scenes here. Some of
us read the forums in real-time, and chime in any spare moment we
have, and it's also frustrating for us to see folks struggling.
Some posts are easy to answer within a couple of minutes, and some
take hours to help folks figure out what's going on in their
pages/apps/site.
You bring up some very valid points, and I've forwarded them
on to the appropriate folks internally.
That said, it seems like most of your questions that have
gone unanswered revolve around validation widgets. I'll try to
answer your questions, and perhaps poke other who know more if I
can't figure it out.
--== Kin ==--

Complaints, lack of responses, lack of accountabil...

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