Customer care moving to outright ignoring people

Hi everyone,
I just wanted to highlight the tip of the iceberg, the straw that broke the camels back. After 2 weeks with BT and the abysymal cusotmer service experience, I think we will be moving elsewhere.
As its the middle of my work day, I was busy on a conference call to talk to BT. So to try to be more efficient, I used the BT chat system to do two things at once. All I wanted to do was upgrade my package. Instead the BT agent decided it would be good to call my home number and try to persuade our live in carer (no less than three times) that even though I said I was on a call already, he should speak to me.
Chat start Question "Hi I would like to change form the 7.50 TV essential package to the £10 TV pacakage. But id like to know will I keep the 2.50/month TVdiscount if i do?"
Chat log; **Edited**
This is another long line in BTs customer care screwups over the past 12 days we have been customers. Highlights include;
- Sent an engineer on a multiroom install with only one box and no instructions for multiroom. After much heated phone calls, eventuall agreed to post us a multi room box
- When that box went missing, you were trying to tell us our remote batteries were to blame for that box being missing in the post (later determined lost by courier)
- Trying to bill us £198 for the replacement multiroom box, then arguing that as we has two boxes, we should pay 2x£99 (groan). You then agreed to refund £99 and said sorry it was an oversight, but then didnt actually action that and went ahead and billed us some £240 in one off charges.
very poor. absolutely terrible cusotmer service. theres no care and your agents do what they want.

Hi Leanne,
Very sorry for the rubbish service that you have received so far.
I'd very much like to help you so if you wouldn't mind sending me your details over a PM then I will get you sorted.
Steve
BT TV Expert
I am a BT Employee and an expert on TV queries. I am here volunteering my own time to give advice, primarily on the BT Vision+ and YouView boxes. Go here for more info.
If my post has been helpful, please click on the Ratings star on the left-hand side of the post.

Similar Messages

Customer care

I have been a BT customer for over 20 years-I have spent over 24hours on the phone during July trying to resolve a line problem-the customer care & support has been terrible, people not taking ownership of their actions,being put on hold & then being cut off, no phonebacks, no email, engineer appointments not kept. I even offered to pay a fee of £125.00 to get my phone issued revised,later told no charge as a goodwill gesture & then they take £125.00 from my bank account, no apologies- took me another 1 hour plus to resolve that one.
My difficulty is that BT put the phone feed line is into my garage & another cable went from the garage to my house- this failed in June & I have no phone or broadband in my house, all I have ever wanted was to have a working phone in the house. One BT staff member told me, there is no issue as the phone line works in the garage-I asked how she would like to sit in a garage to use the phone, use broadband & watch bt vision. I am disabled & in poor health, live in a rural village & have relied on a phone in my bedroom to contact GP or family if I am unwell- still I should be alright, as the phone works in the garage.
Shame on BT

Hello binay72,
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VERY BAD RESPONSE OF CUSTOMER CARE OF BLACKBERRY IN INDIA- REDINGTON INDIA

I am Santosh Kumar from Anand, Gujarat,,INDIA writing for a problem raised in my BLACKBERRY Z10.
Details:-
1. IMEI NO. [personal information removed]
2. PIN:- [personal information removed]
Their service centres at gujarat and toll free no.s customer care executives are non responsive and indifferent to issues/problems of customer. they dont pick the phone, If once the call is attended the call is disconnected after giving uncooked anwers and take no liability and in opposite they direct me to do things which are supposed to be in their domain.
the service centre at BARODA, GUJARAT
Name:
Redington India Ltd
Address:
GROUND FLOOR, CHANDRALOK,31, NUTAN BHARAT SOCIETY, NEAR M.K. HIGH SCHOOL,ALKAPURI, BARODA
City:
Baroda
STD Code:
0265
Phone Numbers:
3951206 /3951202/200
first of all , their all contacts no.s are dead, not working. The same no.s are also given by customer care executive . They refused to give verified current no. and do not feel the responsibilty to provide working nos.Any how I managed to get the current working no. The person responding Mr. sanjay outrightly rejected my service request on the ground that I have purchased the blackberry Z10 through online retail portal. They did not even pay attention about to check IMIE no. to verify whether it comes under Redington India perview.My series of conversation with various people on customer care centre and service centre made them realise that their notion of not providing service to a online purchased phone is not correct. They realised , even after they not attend to our problem and issues.
Even my blackberry phone, the worst phone I purchased is in dead condition , it is under warranty , still no people of the service centre or toll free people show any concern or directed the path to follow.
pl. take time to call me , if you people are little bit sensitive for a loyal customer of yours.
yours
santosh kumar
IRMA, ANAND , GUJARAT, INDIA

Hi! Welcome to the BlackBerry Support Community Forums!
Wow! So many personal information on one post! Never post personal information here, this is a user-2-user forum. We are not BlackBerry employees and so are these BlckBerry Centers, they're independent contractors.
Please see How This Site and Formal Support Work
Click if you want to Thank someone. If Problem is resolved, so that others can make use of it.

Customer Care Pro Department: Fact or Fiction

Is this a real dept at Verizon?
Here is my story:
So my daughter’s iPhone 4 was stolen. I did online chat and
visited a store and received conflicting information regarding replacing the
phone. I decided to call customer care to see if I could get a definitive
answer and honestly maybe a courtesy service (i.e. extend my current contract
for an additional two years or use an existing $300 promotional credit I have on
one of my lines toward the non 4g iPhone 4). Basically, I did nothing but waste
my time.
When I called customer care and sat on hold for 5 minutes or
more, I explained my entire situation to the rep that answered. She offered all
the standard options of buy a new phone at full retail, buy a phone from ebay,
buy a $300 certified pre-owned iPhone, etc… I explained that none of those
really sounded good to me and I wanted to know if there were possibly any other
options. She said she could not do anything but would transfer me to someone
who could. On hold again, then explained to another young lady the entire
situation all over again. She said something could be worked out but it had to
be handled by another dept and she would transfer me. CLICK and then I here an automated
voice asking for my 10 digit number which I entered. Pressed whatever digit was
appropriate and got the “Sorry this dept is closed” message. Frustrated, I call
back and wait through the holding period again, explain what just happened and
ask to be transferred. I am told there is no need for that, “Just tell me what
is going on so I can get a good understanding.” AGAIN I tell the whole story
and we review the options and she says “Well, let me put you on hold and see
what I can do.” She never comes back. I hung up after 45min.
Following morning (today) I live chat and ask for a different
number than 800-922-0204 but apparently no other one exists. Call back, another
holding period, explain EVERYTHING AGAIN, reviewed the standard options, and
finally was told that I would be transferred to the “customer care pro dept”
(finally got the name of this magical place). So of course I explain it all again.
I even mention how the very first person I contacted (via chat) said that I
should insure the phone since it is open enrollment. “Just be sure you don’t
file your claim on the same call “ (the live chat person really included the winky face).
The customer care pro said that definitely should not have been advised and apologized
for that and all of the other misinformation that I had received but unfortunately, the standard
options are my only options. I begged and pleaded for some type of exception or
courtesy but got absolutely nothing.
I then offered to purchase a tablet since I am in the market for
one anyway. I understood that I would have to pay full price for the tablet and
place it on the existing line of the stolen phone and change that monthly
access from $40 to $10. Then I could activate a new line and get the two year
contract price on one of the iPhones with $40 monthly access. If I were to do
this, all I ask is that the activation fee be waived. “That is a standard fee
that can’t be waived.” I asked if the upgrade fee was standard and was told yes
but it was not something I was being charged. I then explained that I have had
that fee waived before and she responded “You can’t expect that every time and
what I meant was I am not going to waive it.”
And that was the straw… I will be checking into moving all of my
lines to another carrier especially since they are now offering rebates to
cover early termination fees.
Sad thing is Verizon didn’t technically do anything wrong other
than suggesting I commit insurance fraud and mention offers that are not
generally available unless you get the right person to authorize it. Their
customer service is just going down the drain.

No, here's the thing. You DO get to post your rant on the forums. However, others get to post their opinions, too, which might not agree with yours.
You might not think that you posted with a sense of entitlement, but let me point out where you did.
You asked for an exception. You didn't get it. You stated that "Basically, I did nothing but waste my time.', which implies that you were entitled to what you asked for.
Then you stated " I have had that fee waived before" (which likely is inaccurate because the upgrade fee is new). And again, your request was denied to which you posted, "And that was the straw… I will be checking into moving all of my lines to another carrier " No sense of entitlement there??
Verizon used to allow customers to "stack contracts", (ie enter into a new one before the old one was done and roll the old one into the new one) but they don't anymore. But this resulted in people having longer and longer contract obligations which they then complained about as well.
Here's my two cents on things that YOU could have done to avoid this.
1. Have insurance on the phone. Whether that be through Verizon/Asurion, or home owner's insurance, or some third party such as Square Trade. Or accept the responsibility for not having insurance which means that if the phone is lost or stolen or damaged, the user will have to take care of it out of pocket. Taking responsibility for oneself.
2. You could have gotten one of the Certified Pre-Owned Devices that the rep was offering.
3. You could have purchased a used device from a third party.
4. You could have purchased the tablet as you described and added another line WITHOUT expecting the fees to be waived.
I get it that you are frustrated, but some of it seems to be misplaced.
And I get frustrated when people post their angry posts simply because their unreasonable requests/demands don't get filled. People, in my opinion, should be reasonable and responsible which means (again in my opinion) fulfilling the contracts into which they voluntarily enter under the terms to which they agreed without expecting waivers or exceptions.

Poor Customer Service Lenovo Customer Care

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

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

Ir-responsible Customer Care/Compliance Dept I ever seen

Hi
I am writing this mail with the deep regret because of your HP laptop..
I order the laptop Hp ENVY t7300 through Direct HP online shopping and it has been delivered on 02 May'13. On the first day I identified that there is problem in internal microphone and hihighlighted to technical team.
They accessed my laptop via remote and confirmed that there is an hardware issue in internal microphone and it has to be repairedd.
I would like to inform you that this is my second HP laptop consecutively that I bought first one of HP ENVY DV6-7210us via Amazon US online on 12 Mar'13. same like I faced issue in DVD player, so I returned the product to Amazon.
This HP ENVY DV6 t7300 is the second one, I mostly rely on HP, so I ordered this laptop directly in HP online.
But I am not a lucky. Your products always giving me the defected one.
I have registered complaint on the same day (Complaint # 8066266237) to escalate this issue to Case manager, they executive in call told me that I will he has escalated this issue with high priority and I will get a call within 24 hours..
Now 168 Hours gone, I NEVER GET ANY COMMUNICATION FROM HP, I again again checked with Customer care through call 4 times in this week but they still saying they escalating to this issue with High priority to the case Manager.
The thing is I will be moving from USA to INDIA in next 8 days. I have no clue when you people going to call me to understand my issue.
Even I am not sure that I will get reply for this mail.. But i would like to document this issue with you guyz.
With Regret
Karthikeyan Nagarajan

Hello SNK2509,
I saw your post and forwarded it to the right people for their review. You should hear back from someone shortly via private message on this Forum.
Have a good day.

Abysmal customer care.

About 10am on Thursday, and engineer appeared in my back garden, knocked on the door and said he’d have to disconnect my phone for about 2 hours as they needed to work on a pole down the street. I hadn't called them as my phone and Internet were absolutely fine; there were no problems at all. 5 minutes later, I lost connection.
Hours later, they still hadn’t reconnected me or come back to say that they’d finished. When I went out to look – they’d packed up and left. I called BT – and it took hours to get through. They tried to say it was down to me and said they’d get someone round to have a look in a WEEK’s time.
I need the phone and Internet. I pointed out that as they had come and disconnected me, the least they could do would be to return and undo whatever they had done ASAP. I spent all day yesterday trying to sort it out. Promises to phone back were unfulfilled and when someone finally did get in touch, he said it would take him 24 hours to get me reconnected. Still waiting to hear from them – still no Internet or phone.
BT makes it almost impossible for you to get in touch with them, impossible to get a clear update and for most of the time all they say is, ‘I’m sorry, I can’t do anything about that’.
Surely, the courteous thing for the engineers to do was to come back, tell me they’d finished and checked that I was reconnected again before moving on. The very least they could have done when I informed them they’d done something to my connection was to come back and rectify it.
I’m very disappointed with the way BT has handled this – very poor quality customer care indeed. Still trying to get them to come back and see what the problem is and as I work from home over the weekend, loss of internet has been exceptionally inconvenient. They seem to think its OK to just arrive unannounced, cut you off and then leave you for days and days without bothering to do anything about it!
Solved!
Go to Solution.

BT do not provide or maintain the external network. This is done by Openreach who work for all service providers. BT do not get any special treatment.
I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are a UK based team of people, who take personal ownership of your problem.
Once you get a reply, if you click on their name, you will see a screen like this. Click on the link as shown below.
Please do not send them a personal message, as they may not be on duty for a long time, and your message will not be tracked properly.
For your own security, do not post any personal details, on this forum. That includes any tracking number you are give.
They will respond either by phone or e-mail within 5-6 working days.
Please use the tracked e-mail, to reply, not via the forum. Thanks
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

Msi terrible standard of customer care

please read my comunications with msi online help, after constantly being directed to sites to get contact details where both sites give the same telephone number to ring, which only redirects you back to the website you got their number from! i feel like neo in the matrix!! where he runs from the train station and ends up where he started!!!
Your Question
msi k7n2 delta motherboard packed up
ive had this motherboard for almost 9 months, and now it is displaying errors.
error 1: on athlon xp3000 incorrectly reads as not installed
properly or damaged processor.
error 2: on a 2.5 athlon xp it reads correctly but incorrectly
states memory is damaged or non working.
i have followed the instructions in the manual to clear/reset the cmos but to no avail, i have also tried removing the lithium battery and leaving the cmos in the clear position for 24 hours before replacing the battery and replacing the cmos jumper but to no avail.
i have tested both the procesors and the memory (2 x 512mhz matched pair of crucial pc3200) on my other system motherboard and these all are all fine.
i cant reflash the bios as it isnt a removeable bios and it will not even boot enough to access bios or even to turn on my monitor let alone access the floppy drive.
summary of problem: wont boot to bios
incorrectly reports errors on processors
incorrectly reports errors on memory
cant reset the cmos setting
cant reflash the bios
the cpu fan doesnt power up
its been ok for nigh on 9 months
everything works fine on different motherboard
i have read the manual cover to cover and no joy.
please help as this is less than a year old and the shop where i purchased it from has been closed down for over 5 months and the owner is beleived to have emmigrated to taiwan.
i still have the full original packing and the board is clean and non dusty.
Our solved
Our Answer
Dear Customer,
Please register in website of MSI-UK :
www.msicomputer.co.uk/support.aspx
Thank you.
Best regards,
MSI RMA
Your Question.
i have tried the numbers given and they all tell you to go to the website, the 2 different sites give the same number!!!
i have tried to return the board to place of purchase but it isnt there anymore!!!!
this is terrible customer service, i shall be posting all my questions and your replys (yourself and the other questions i have been asking on your site as i have txt copys) on the forums so people can see that if you get problems on msi products, they just give you the run around!
the telephone numbers given go to an automated helpline that just gives websites!! that i have been on already and gave me that number!!!!
am i in the matrix???
wheres customer service??? :wall:a human response is required not an automated response
THERE IS OBVIOUSLY MORE CONTACTS MADE BUT ONLY NOW AFTER 2 WEEKS OF BEING FOBBED OFF AM I POSTING THEIR RESPONSE OR LACK OF IT!!
I WILL BE GOING TO OTHER FORUMS AND POSTING DETAILS OF THIS AS MSI IS A HUGE CORPORATION AND DOES NOT LIKE DEALING WITH PEOPLE ON A 1 TO 1 BASIS!!
IF I WAS A HUGE COMPUTER SHOP SELLING HUNDREDS OF THEIR PRODUCTS THEY WOULD HELP ME STRAIGHT AWAY!!
WELL THEY SCREWING ME SO I AM BOYCOTTING ALL MSI PRODUCTS AND HAVE ALREADY GOT A FEW FREINDS WHO ARE WILLING TO STAND OUTSIDE THE VARIOUS COMPUTER SHOPS/STORES IN MY HOME AREA AND WILL BE PERSUADING PEOPLE TO NOT BUY MSI PRODUCTS!
CUSTOMER CARE? WHAT A JOKE!!

hi richard thx
msi k7n2 delta processor
amd athlon 3000 xp
1 gig pc 3200 400fsb crucial ram (matched pair of 512mhz)
ati radeon 9700 pro
1 x ide 160gig hd
1 x ide 120gig hd
1 x sata 200gig hd
1 x q-tec psu 650w triple fan
more than adequate cooling
basicallig the system ran fine,
then it stopped working
the d-bracket shows different errors which are as follows:
1) it says the 3000 processor is damaged or incorrectly fitted ( its fine on other board )
2) it says memory is damaged or incorrectly fitted ( also fine on other board )
3) i have tried resetting the cmos settings ( tried jumping the jumper and disconnecting the battery for 24 hours)
4)cant get to boot at all not even to turn on monitor so i cant flash the bios with floppy disk
5) the cpu fan doesnt work on the 3000 but does on the 2500 processor:
action taken by me:
tried 2.5 athlon xp in motherboard and it registers as there on the d bracket but then says memory is damaged or incorrectly fitted
tried jumping the cmos with no success
tried removing the lithium battery for 24 hours with no success
i have tried both 3000 xp processor and 2.5 xp processor and memory on another board and they are all fine. ???
any help or ideas appreiciated
thx

Swindled, lied too, and lack of customer care!

Back in Auguest, we qualified for "new" phones. We've been customers for over 10 years. We visited a local Verison store in Pataskala Ohio. We were looking to get into the "smart phones". We saw several, some very nice and EXPENSIVE ones, a few that were less expensive.
We told the salesmen what we were looking for, and pointed out a few, one of them was the Samsung Gem. Little did we know. We knew NOTHING about smart phones but only what we saw on TV, guess Verison feels buyer beware to be an understatment.
The Gem was just under $50.00, hmm.. on sale it seems. We had no idea, the trouble, the lack of usability, these phones had. The salesmen seemed to know all about them, so he said. We find out, as time went on, that 1, we could NOT upgrade to the 2.2 droid OS as Verison does not seem to want these phones upgraded.
We also found out, that you can NOT put any of the app's on the SD cards due to the OS version. We also find out how little room there is on these phones for apps. Further, we learned that these phones were NEVER suppose to be sold by Version dealers, that they were "in house" phones only.
I've tried to email Verison but hmm.. we can't find an EMAIL address for support!
My wifes phone has had issues for the past month, runs slow, won't connect and very VERY short battery life.
Now.. I would like someone from Verison with guts to assist us in getting rid of these phones, and re-issueing us a new trade in deal.
I wonder if there is somone out there who cares!
These Gems SUCK, and seems Verison only cares about sales, and NOT customer care!

MostlyALurker wrote:
It never ceases to amaze me the number of people who don't even do the most basic of research before buying an expensive item or getting themselves locked into a contract. There is SO MUCH info out there about the pros and cons of various phones. It's called Google, people!
It also never ceases to amaze me about the number of people who register for forums such as this only to complain and then disappear into the ether again.
God forbid someone expects a represenative of a company that generally gets high marks for customer service to not completely rip them off and give them wrong information. These customers have lives that do NOT revolve around cell phones and spending hours on the internet going through the tech media and their reviews that say pretty much every phone out there is crap and god-like at the same time. The people who spend 40+ hours a week in the mobile cell phone stores are the experts, get paid to be the experts, and so it shouldn't be completely uncalled for to hope that these people will guide the less informed in the general right direction.
People don't take their money to Verizon because of the great data speeds or cheap phone plans. They go to Verizon because Verizon is known for excellent customer service. If they want to get ripped off by some slimey scumbag salesperson they go to Boost Mobile or Cricket. Even if an "authorized reseller" was responsible for this, Verizon is the one who hands out these licenses and has a duty to make sure somewhat decent business is being conducted with their name. Because again, the consumer who has a life that might surround insurance or banking or medicine or a family or any variety of other things that do not deal with mobile products has no idea what authorized reseller, premium reseller, or corporate means nor should they be expected to.
Take your elitist attitude and get out of here.

TERRIBLE CUSTOMER CARE & Lack of Information on current D.O.A and Delivery of a new laptop (x121e)

Hi there,
I made an order for a Thinkpad X121e on 25th August 2011, arriving around a week later, however when it arrived it worked for about 1 hour before then refusing to boot up, I decided to ring support who suggested it may be possible, and quicker to have someone repair the unit onsite, however it turned out that this would not be possible as there may have been multiple issues.
Therefore I arranged under D.O.A for it to be sent back to Lenovo, it was received at the repair centre on 8th September 2011, and was registered as D.O.A on 15th September 2011
It was my understanding that a replacement would usually have a turnaround of 14 days, however when I rang Technical support they suggested 15 working days, which would be up today (6th October 2011) I have been consistently ringing technical support who have suggested the only people that I should contact are the German company (MKCL Deutschland GmbH) dealing with the D.O.A of my laptop, however if I was to contact them via phone it would cost me a fair amount, so I opted for the email route, where a response was given however it suggested they were also waiting on lenovo.
I currently feel as if I am in the dark, where there is no possible way to contact lenovo directly, especially for complaints or even just for information. I purchased the lenovo product originally on recommendations from others for quality and reliability, its a shame that lenovo support and customer care is not the same.
I have also considered contacting Consumer direct if I do not receive any more information on my case.
Any possible help with my case will be much appreciated.
Thank You

hey richierich,
sorry to hear about what had happen. could you pm the following details :
Name:
Country:
Mobile:
Email:
MTM [machine type model]:
( To locate MTM - http://support.lenovo.com/en_US/FindProductNumber.page#find )
Serial Number (S/N):
Date of Purchase:
Case/Order Number : (if any)
Screenshot of Error(if applicable) : (upload it to a hosting site and paste the link here)
Location of unit : Home / Repair Center (delete where appropriate)
Description of issue :
Troubleshooting Taken : (if any)
WW Social Media
Important Note: If you need help, post your question in the forum, and include your system type, model number and OS. Do not post your serial number.
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Lack of CARE from Customer Care - Need an Aust con...

I raised a complaint via the contact us above and to be honest.
it is the WORST experience I've ever had. The customer care is useless. It has now been over a month and everytime I go back to them, they answer with the same response. I posed several questions and they come back with the same answer and NEVER answer the questions I've asked.
To be honest, they must be imbeciles as no matter how many times I point out my questions,. they still don't answer them,.
I'm fed up with Nokia and will not recommend it to anyone. I've also sat down with the board of my company to phase out the use of Nokia's as there is no service.
Please provide me details of an Australian manager I can raise my complaints through as my next step, in the next few days, will be to go through the ombudsmen and drop a side not to Today tonight/A Current affair. As I've seen ALL over the net and on the forums, there are a lot of unhappy people with a useless product!

Hi usivaj,
I have found your complaint in the system, and will ask the Australian Care team to contact you as soon as possible.
If this or any post answers your question, please remember to help others by pressing the 'Accept as solution' button.

Canon: Best Cameras, but Worst Customer CARE?

As a long-time lover of Canon's Powershot cameras, I've grown accustomed, and been quite willing to put up with, its user-unfriendly site, clunky software and various glitches and snags that come with getting set up.
With the new SX700, another amazing camera in the series, Canon Image Gateway ("CIG") sounded ready enough to take the time to set it up, along with the wireless CameraWindow app on mobile devices. I'd like to emphasize how many years of great photos Canon has given our family on vacations and special occasions, because the rest of this is not especially pretty.
Matters DID start well with the CameraWindow app. Installing it onto my S3 and Kindle Fire (side-loaded its apk) went smoothly. I can transfer images from camera to phone and tablet! Nice start, since it's a just a short hop from there to social-posting.
[[ By the way, for those who use Kindle, I highly recommend the APK Downloader extension for Chrome (for when an app is not available for Kindle directly). I found it while searching for the APK for this Canon app.
You enter the URL of the app (i.e., URL from Google Play). The app downloads the "official apk" to your desktop!
Transfer the apk onto your Kindle and then install it using a file manager.
You can count on the apk being virus-free since it comes from Google Play. Many apk sites don't have the more specialized-type of apps and there's always the worry about how clean their apks are. ]]
But I digress...
Back to Canon's Image Gateway. I should have stopped with CameraWindow on mobile devices, but was tempted by the ability to upload directly to social media from the camera via Canon's site (although it's not clear if it can do that in one-step).
What a pain. Canon's site asks me (you, too?) to log in to CIG even though I've already logged in. I can access my account, see that my 700 is registered, etc., but I'm asked to login again.
This would normally be just another one of Canon's inevitable glitches/low-usability issues (ex., one of its certificates is questioned by both Safari and Chrome with worrisome "careful" language, some parts are ambiguous and need figuring out, etc).
But the really big issue is that when I DO try to login (when already logged in), I get this error page, no matter which browser I try...
https://www.cig.usa.canon.com/error/general.html
I've tried many workarounds, looking for backdoors that take advantage of the fact that I'm already logged in, even downloaded their Gateway Album app to see if that might find a backdoor to login to Canon Image Gateway (desperate, I know). Same result - the app won't even login.
I finally(!) got the idea to see if was "just me" who couldn't figure this out. I did a search at Google for "cannot login to canon image gateway"...
https://www.google.com/#q=cannot+login+to+canon+image+gateway
This is, it seems, a BIG problem, especially when you consider that most folks just give up rather than come to forums, making what we see (here and in the Google search) just the tip of the iceberg. And it's been happening for many months.
Canon gives a variety of excuses, ranging from "server down for weekend maintenance" to the user being in a foreign country (don't lots of people use their cameras when traveling? -- global access would surely be a big part of this?).
Canon's basic strategy seems to be to bury the problem by telling folks to contact Support (whether it's at YouTube, their social media locations or here). Canon looks good by replying (and they do it religiously). If the intent was genuine, it would be admirable. But folks seem to enter a black hole and never come out.
Where are the happy "thanks for fixing that for me" customers? Almost everyone complains that they wasted hours with Support, repeating the same troubleshooting that they'd already spent so much time on. Some report being told that they were the only ones with the problem, clearly not true.
So I have no interest in wasting yet more of my time on this by contacting Support. (I did find one person who later managed to login, but that did not seem to be connected to his contacting Support, given the delay and lack of on-point communication from Canon.)
This is a disrespectful-to-loyal-customers attitude, no way to handle what should be a very simple problem. It boils down to this...
1) Logging into websites has been mastered by webmasters/sysadmins long ago.
2) The Image Gateway is now an essential, core functionality, especially if this actually enables users to upload directly to Facebook from the camera (once all is set up).
3) Even if it worked, there must be a faster way to set this up, to build the software into the camera? Canon could really use a Web-based UI-centric team that eliminates all the needless little barriers along the way. A customer CARE attitude starts well before having to post to a forum or contacting Support.
4) I love the Powershot cameras. The SX700 makes up for the disappointing 280 (with its video-related battery problem and minor changes). For example, the image stabilization on the 30x zoom of the 700 is amazing (the 30x itself is fantastic). And low-light shots are better than ever. The hardware is why so many of us stick with Canon.
The software has always lagged, something Canon can't afford in the long run, not anymore. Before worrying about that, though, customer CARE starts with paying attention to all the complaints and prioritizing THIS particular issue so that everyone can login painlessly.
In SOFTWARE companies, bugs that are "total stoppers," frequent and simple-to-fix - they normally get prioritized to the top. It's hard to understand why this is still an issue.
It's time to stop sending us to Support and instead to just fix this problem. We should be able to...
Enter username and password. Get in. Set up what is now core functionality painlessly. Get out. Watch happily as it all works perfectly after that.
With respect but frustration,
Ken
P.S. A quick follow-up. Installing that Gateway Album app actually DID seem to help. Some 2 hours after the initial failure, I can now login using both Safari and Chrome! The timing is too tight to be coincidence, although I've no idea why it works now.. However <sigh>...
The camera can no longer find the mobile devices (a big step back) and it won't give me an authentication code. And so it goes... the temptation to lose yet more time. Must resist and move on.

Hi KenE,
We're sorry to hear of the issues you've been having with our Canon Image Gateway. The website is currently down for maintenance and will be back up once it is completed. If you have any additional questions, feel free contact our Canon global support for your area here: http://www.canon.com/support.
Thanks and have a great day!

Very Poor Customer Care Europe

I switched from a an iPhone back in August and I found the WP OS easier and far more functional than iOS. There are fewer apps and sometime features missing on apps that exist both in IOS and WP but nothing I could not live without.
Overall it was good experience with the occasional overheating and short battery life some times. All these up until the screen turned purple in the lower right corner and I had to encounter the NOKIA/Microsoft Customer Service. After three trips of the device to the repair center and 2 months of back and forth exhanges I had to switch back to my old iPhone to have a functional device again.
I am sorry to say that a great device and OS have such a terrible customer service especially when they cater service to a flagship product such as the Lumia 930. Microsoft customer care has to understand that these devices are day to day helpers and people that pay their money to get them need to have them functional everyday. One week, without it, is to long but two months just tells the customer to find another company to give their money. I has been a terrible experience to for me, and the lack of escalation options makes me wonder if any one cares at Microsoft/Nokia division.
It will probably take me a few years before I try again a Microsoft phone and that is a shame, because I liked the OS and the device as a whole.

Di you get any help from nokia on this?
They are not gonna give it a *bleep*..... I have been through their service....
Better switch to a cheap Xiomi and if a problem arises just throw it.. off why do u want to spend time here
RIP Lumia
Moderator's note: Post was edited because it may offend some members of our community.

Terrible customer care, still havent received serv...

Another unresolved BT customer care case study....
I gave BT a generous 2 full months notice for my order of BT Vision, Phone and Broadband, which was agreed to be in place on the 23rd August. This of course did not happen and despite giving BT that much notice I still do not have full service. (2nd Sept) After my experiences with BT I have come to the conclusion that BT are very reluctant to provide the services that they advertise to the public and clearly do not require any of our business.
After several phone calls spanning the last week and a half I have finally managed to get broadband live yesterday (1st September) but the TV is still not working. After an hour and a half of phone calls last night (during which I had to speak to 4 different people, one of which put me on hold for 20 mins which then hung up!!!!!) I was told that BT would have to cancel our TV order and reorder it, this would apparantly take another 6 working days. This problem was apparantly due to the fact that someone had duplicated our account! I was promised a phone call today at 11 AM to confirm the order, which inevitably hasnt came! Am i expected to wait another hour and a half on the phone tonight???? and another 6 working days from whenever I manage to get through to BT again???? Obviously BT customers are expected to have nothing better to do than follow up everyone of BT's mistakes.
I have heard horror stories about BT prior to ordering this package and foolishly went along with it anyway. I would urge all potential BT customers who read this post to seriously consider their choice media provider options, not in any small part due to the fact that it seems BT are incapable of providing even the most basic of customer service.
I would welcome anyone from BT attempting to resolve these issues (god forbid), or any other member offering any possible solutions or alternatives?

Hi Leannecooper4888
Send me an email using the contact us form in my profile.
The address for this form is in the section about me at the top of my profile.
Thanks
Stuart
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry that we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)

HP customer care harasment

I have submitted my laptop at one of HP customer service station for my laptop's keyboard replacement. During recieving the laptop, the engineer at customer care has throughly inspected the laptop and written every detail on Quotation. but when i visited customer care to recieve my laptop they said my laptops's Hard Disk got corrupted and it is to be replaced. For its replacement i have to pay. I dont find it fare to pay for mistake of HP people. Pls let me knw what to do in order to get this fixed.

Hi @amit621thakur ,
I have sent you a private message. If you are not sure how to check your private messages. This post has instructions that will guide you through the process.
Regards,
George
I work for HP

Customer care moving to outright ignoring people

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