Customer care and BT Infinity 2 speeds.

I made a post about a week ago, but can't find it, and so will cover it again, as I said I would after a week.
I have been with BT over ten years as a Broadband etc, and about 15 months with Infinity. When I was on Infinity 2 package orginally I had 40mb line and got that speed CONSTANTLY for all the time I had it. About 3 weeks ago I updated my contract to the new Option 2 76mb line so that my P2P speed wasn't limited again.
And here the problems started. The engineer that came out tested my line at the socket and it was showing 60mb speed. And for the first few days I got speeds around 55 or so down and 15mb up. A few days pass and I get my internet go out (at the hub only on th emiddle light). Its out of ten minutes or so, and then comes back on and I've got an IP profile set at 30.75 and of course managing that speed fully on my downloads.
So I contact BT and they send engineer out, that doesn't come to my house, but rings me and says he is going to get the IP prfile and my line reset, and tells me it will take about an hour or so. 24 hours later the IP profile is still 30.75 so I ring again. I get told it can take up to a week to stabalse. SO here I am just over a week later and still my IP profile is at 30.75, and I don't believe for a second they reset it at all, as it just hasn't changed either up or down in any way, which is just to suspect.
I rang up just now and got told that 30mb is all my line can support. Despite the fact its manage 40mb no problem for nearly a year and a half, and was showing engineer 60 when he tested at the socket. The tech support guy refused point blank to my request to send an engineer or do anything about the IP profile (i recoded the converstion), and told me that I would have been told when I changed contract I would have been told that my line would do 30mb max, which I wasn't told (recorded that conversation too).
The guy even had the fricking nerve to tell me that it was merely co-incidental that my line speed dropped from being able to do 40mb for a year to suddenly only doing 30mb on the day they change me to the new contact and make a change at the exchange to a supposedly faster 76mb line. I mean how the hell can you expect someone to swallow a pile of rubbish like that as being co-incidental? The only change was one they made and my speed got worse right after it.. I mean sure, that makes sense...
Honestly, horrible service seems to be getting to be a habit now, and they are seeminly telling the tech support guys to fob you off and avoid sending engineers out unless they see a fault at their end. And they really expect us to stay as customers?

Link http://community.bt.com/t5/user/viewprofilepage/user-id/115220
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    Hi,
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    ---------- Forwarded message ---------- From: Malwinder Singh <[email protected]> Date: Sun, Nov 23, 2014 at 10:32 PM Subject: Re: Quality of Service provided by HCL for LenCare ID: *ED1411013* To: Pavan <[email protected]>, [email protected]
    Hi All,
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    If you are not interested in helping me, then please let me know, so that I should go to some local vendor to get this fixed. This is becoming the ridicules experience with Lenovo. I was thinking that it is only HCL which was proving such service, that was ruining Lenovo's name, however Lenovo herself does not care about it's customers.
    I will never buy anything of Lenovo ever again.
    Malwinder
    On Fri, Nov 14, 2014 at 4:54 PM, Malwinder Singh <[email protected]> wrote:
    Hi Pavan,
    This was the exact response which I got from you 7 days ago and nothing happened.
    The kind of response I am getting from Lenovo on this is proving that Lenovo is not interested at all in resolving the issue or to help me.
    No one is even bothered to send an email or to call me to resolve this issue. You guys can easily call me and help me download the ROM for Lenovo S820 Row and guide me to install the OS on my phone, but you are not doing that at all.
    It's been almost 10 days since my phone is off and my work is hampering due to this, but no one is bothered to take lead and fix this issue.
    I am really disappointed from Lenovo because of the customer service I have received and would avoid buying any Lenovo Products in future. I would rather like to go with a company who provides good service to there customers when they need it, instead of just ignoring their problems and issues.
    Regards,
    Malwinder
    On Fri, Nov 14, 2014 at 4:30 PM, Pavan <[email protected]> wrote:
    Hi Malwinder,
    Please be rest assured we are looping our MIDH Team.
    Hi Rakesh,
    Please assist in expediting the closure of this case at the earliest please share the further updates.
    Thanks& Regards,
    Special Services Team
    Email ID - [email protected]
    From: Malwinder Singh [mailto:[email protected]] Sent: 14 November 2014 02:37 To: Pavan
    Subject: Re: Quality of Service provided by HCL for LenCare ID: *ED1411013*
    Hi Team,
    The last response I received from you guys was almost 7 days ago.
    Please reply to this email and let me know if you are unwilling to help. I am not able to use my phone or get it checked anywhere outside, because you informed me that you are working on this. However, I neither received any call or email from your end from last 7 days.
    Please reply to this email and let me know how should I proceed.
    Regards,
    Malwinder
    On Fri, Nov 7, 2014 at 4:24 PM, Pavan <[email protected]>wrote:
    Hi Malwinder,
    Please be rest assured we are looping our MIDH Team.
    Hi Rakesh,
    Please assist in expediting the closure of this case.
    Thanks & Regards,
    Special Services Team
    Email ID - [email protected]
    From: Malwinder Singh [mailto:[email protected]] Sent: 06 November 2014 00:39 To: Pavan Cc: Mir Zahed Ulla; Special Services.; [email protected] Subject: Re: Quality of Service provided by HCL for LenCare ID: *ED1411013*
    Hi Team,
    This is in reference to the trailing email.
    I haven't heard from anyone regarding the below request yet. Is anyone following up on this or when can I expect a call from someone regarding this?
    Regards,
    Malwinder
    On Tue, Nov 4, 2014 at 1:51 PM, Malwinder Singh <[email protected]>wrote:
    Hi Pavan,
    Please find the details you requested:
    Request you to please share the IMEI1 #: 860365028694434
    Request you to please share the IMEI2 #: 860365028694442
    Request you to please share the Contact #: +919899944996
    Regards,
    Malwinder
    On Tue, Nov 4, 2014 at 5:23 AM, Pavan <[email protected]>wrote:
    Dear Mr. Malwinder,
    We deeply regret to learn the amount of inconvenience you had to undergo on behalf of Lenovo.
    Firstly, allow us to apologize on behalf of Lenovo,  What we understand from your issue stated is that you are dissatisfied with the issue reported and also regarding the hardware issues that you’re facing with the machine, however we would like to inform you that we are positively interested in resolving your concern.
    Request you to please share the IMEI #: __________________________________________
    Request you to please share the Contact #: __________________________________________
    Thanks & Regards,
    Special Services Team
    Email ID - [email protected]
    From: Services_ED [mailto:[email protected]] Sent: 03 November 2014 18:05 To: Malwinder Singh; [email protected] Subject: RE: Quality of Service provided by HCL for Lenovo
    Dear Customer,
    Firstly, I would like to thank you for considering Lenovo and reaching out to me.
    Hi Team,
    Please look into this case ASAP.
    Thanks & Regards,
    Services-Executive Director
    Email ID - [email protected]
    From: Malwinder Singh [mailto:[email protected]] Sent: 03 November 2014 17:13 To: Services_ED Subject: Quality of Service provided by HCL for Lenovo
    Dear Mr. Ghosh,
    I used to be the loyal Fan of Lenovo products till today. I have two Lenovo Laptops and 3 Lenovo phones within my family, as I used to love Lenovo products.
    But today all my views about Lenovo changed because of one HCL guy Paramjeet (55004428). This guy gave me such a worst experience of my life when it came to customer service of Lenovo, that I am no longer a fan of Lenovo products.
    The issue was simple, my android OS got corrupted and my phone's warranty will be going to expire on December 22, 2014. So I went to your customer service hoping to get the OS reinstall and start working with my phone. But this guy simply said NO to me as there was a slight crack on my screen. He said my warranty is now void as there is a crack in my screen and I will not get any support on this until or unless I do not spend 8000 Rs to change the screen first. When I asked him to give me this thing in written, he denied saying that I am not going to give you anything in written. The guy was extremely rude. I did not ask him to change the screen under warranty, All I asked was to restore my OS. Further, my phone charger (not working) which has got nothing to do with a crack on the screen of phone. He said that the warranty is expired for it as well.
    I thought that Lenovo was a respected company who actually cares for it's customer, but I know that Lenovo is just another company who simply treat it's customers nice only till the product is not sold. Once the product is sold nobody gives a **bleep** about the customers.
    Today I realized that there is no difference between the customer service of phone company like Micromax and a big and trusted brand like Lenovo.
    I really do not know what action you will take on this, but if this is the level of customer service provided by Lenovo, then that day is not far when your customer will start moving to another competitor.
    Regards,
    Malwinder Singh 
    And this time, its been more then 8 days since my last email and more than 15 days since Ireceived any call or email from Lenovo Customer care and no one is even bothered to reply.
    Regards,
    Malwinder

    Hi,
    Honestly, I do not know that I would even get a response to this or not, cuz that has been my experience with Lenovo, Please look at the following for better understanding of my mindset:
    ---------- Forwarded message ---------- From: Malwinder Singh <[email protected]> Date: Sun, Nov 23, 2014 at 10:32 PM Subject: Re: Quality of Service provided by HCL for LenCare ID: *ED1411013* To: Pavan <[email protected]>, [email protected]
    Hi All,
    I would like to bring this to your attention that it has been another 10 days now since I have received any response from your team. It seems as no one is interested in taking care of this issue. This is really insulting and this is humiliating that I have been following up with Lenovo from this long time and I am not getting any response from you guys.
    If you are not interested in helping me, then please let me know, so that I should go to some local vendor to get this fixed. This is becoming the ridicules experience with Lenovo. I was thinking that it is only HCL which was proving such service, that was ruining Lenovo's name, however Lenovo herself does not care about it's customers.
    I will never buy anything of Lenovo ever again.
    Malwinder
    On Fri, Nov 14, 2014 at 4:54 PM, Malwinder Singh <[email protected]> wrote:
    Hi Pavan,
    This was the exact response which I got from you 7 days ago and nothing happened.
    The kind of response I am getting from Lenovo on this is proving that Lenovo is not interested at all in resolving the issue or to help me.
    No one is even bothered to send an email or to call me to resolve this issue. You guys can easily call me and help me download the ROM for Lenovo S820 Row and guide me to install the OS on my phone, but you are not doing that at all.
    It's been almost 10 days since my phone is off and my work is hampering due to this, but no one is bothered to take lead and fix this issue.
    I am really disappointed from Lenovo because of the customer service I have received and would avoid buying any Lenovo Products in future. I would rather like to go with a company who provides good service to there customers when they need it, instead of just ignoring their problems and issues.
    Regards,
    Malwinder
    On Fri, Nov 14, 2014 at 4:30 PM, Pavan <[email protected]> wrote:
    Hi Malwinder,
    Please be rest assured we are looping our MIDH Team.
    Hi Rakesh,
    Please assist in expediting the closure of this case at the earliest please share the further updates.
    Thanks& Regards,
    Special Services Team
    Email ID - [email protected]
    From: Malwinder Singh [mailto:[email protected]] Sent: 14 November 2014 02:37 To: Pavan
    Subject: Re: Quality of Service provided by HCL for LenCare ID: *ED1411013*
    Hi Team,
    The last response I received from you guys was almost 7 days ago.
    Please reply to this email and let me know if you are unwilling to help. I am not able to use my phone or get it checked anywhere outside, because you informed me that you are working on this. However, I neither received any call or email from your end from last 7 days.
    Please reply to this email and let me know how should I proceed.
    Regards,
    Malwinder
    On Fri, Nov 7, 2014 at 4:24 PM, Pavan <[email protected]>wrote:
    Hi Malwinder,
    Please be rest assured we are looping our MIDH Team.
    Hi Rakesh,
    Please assist in expediting the closure of this case.
    Thanks & Regards,
    Special Services Team
    Email ID - [email protected]
    From: Malwinder Singh [mailto:[email protected]] Sent: 06 November 2014 00:39 To: Pavan Cc: Mir Zahed Ulla; Special Services.; [email protected] Subject: Re: Quality of Service provided by HCL for LenCare ID: *ED1411013*
    Hi Team,
    This is in reference to the trailing email.
    I haven't heard from anyone regarding the below request yet. Is anyone following up on this or when can I expect a call from someone regarding this?
    Regards,
    Malwinder
    On Tue, Nov 4, 2014 at 1:51 PM, Malwinder Singh <[email protected]>wrote:
    Hi Pavan,
    Please find the details you requested:
    Request you to please share the IMEI1 #: 860365028694434
    Request you to please share the IMEI2 #: 860365028694442
    Request you to please share the Contact #: +919899944996
    Regards,
    Malwinder
    On Tue, Nov 4, 2014 at 5:23 AM, Pavan <[email protected]>wrote:
    Dear Mr. Malwinder,
    We deeply regret to learn the amount of inconvenience you had to undergo on behalf of Lenovo.
    Firstly, allow us to apologize on behalf of Lenovo,  What we understand from your issue stated is that you are dissatisfied with the issue reported and also regarding the hardware issues that you’re facing with the machine, however we would like to inform you that we are positively interested in resolving your concern.
    Request you to please share the IMEI #: __________________________________________
    Request you to please share the Contact #: __________________________________________
    Thanks & Regards,
    Special Services Team
    Email ID - [email protected]
    From: Services_ED [mailto:[email protected]] Sent: 03 November 2014 18:05 To: Malwinder Singh; [email protected] Subject: RE: Quality of Service provided by HCL for Lenovo
    Dear Customer,
    Firstly, I would like to thank you for considering Lenovo and reaching out to me.
    Hi Team,
    Please look into this case ASAP.
    Thanks & Regards,
    Services-Executive Director
    Email ID - [email protected]
    From: Malwinder Singh [mailto:[email protected]] Sent: 03 November 2014 17:13 To: Services_ED Subject: Quality of Service provided by HCL for Lenovo
    Dear Mr. Ghosh,
    I used to be the loyal Fan of Lenovo products till today. I have two Lenovo Laptops and 3 Lenovo phones within my family, as I used to love Lenovo products.
    But today all my views about Lenovo changed because of one HCL guy Paramjeet (55004428). This guy gave me such a worst experience of my life when it came to customer service of Lenovo, that I am no longer a fan of Lenovo products.
    The issue was simple, my android OS got corrupted and my phone's warranty will be going to expire on December 22, 2014. So I went to your customer service hoping to get the OS reinstall and start working with my phone. But this guy simply said NO to me as there was a slight crack on my screen. He said my warranty is now void as there is a crack in my screen and I will not get any support on this until or unless I do not spend 8000 Rs to change the screen first. When I asked him to give me this thing in written, he denied saying that I am not going to give you anything in written. The guy was extremely rude. I did not ask him to change the screen under warranty, All I asked was to restore my OS. Further, my phone charger (not working) which has got nothing to do with a crack on the screen of phone. He said that the warranty is expired for it as well.
    I thought that Lenovo was a respected company who actually cares for it's customer, but I know that Lenovo is just another company who simply treat it's customers nice only till the product is not sold. Once the product is sold nobody gives a **bleep** about the customers.
    Today I realized that there is no difference between the customer service of phone company like Micromax and a big and trusted brand like Lenovo.
    I really do not know what action you will take on this, but if this is the level of customer service provided by Lenovo, then that day is not far when your customer will start moving to another competitor.
    Regards,
    Malwinder Singh 
    And this time, its been more then 8 days since my last email and more than 15 days since Ireceived any call or email from Lenovo Customer care and no one is even bothered to reply.
    Regards,
    Malwinder

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