Customer service...an open letter

Hi, I have been a bt customer for most of my life via phone........moved to bt broadband 3 years ago and had no problems untill 6 months ago, but as not always in the country was not a big issue untill recently, after numerous call to customer service over the past month re wireless conectivity and also with connection to main pc, was advised to recontract and I would be sent out a new hub(7/11/14) ok all good even though I had to constantly ask the person to slow down their speech as I am hard of hearing.......yesterday received a call at 1-00pm advising me to not leave the house between 1-00pm and 6-00pm as the hub was being delivered..it was not!!! after spending 2 and a half hours on the phone last night being passed from one person to another the result?.......3 new hubs ordered, 2 no trace of order, 1, no understanding of the phone call!!! as of today still no trace of order, despite new hub being reordered 3 times last night, so yet another hub being ordered.........what has happened to bt customer service?? it used to be one of the best in the world

Kayc47 wrote:
Hard of hearing too and not racist but please can I speak to an English person in England who understands me and who I can understand. Please can I also have someone who actually knows what there talking about and not someone who keeps having to refer to someone else.
So I take it an Irish person in Ireland or a Scottish person in Scotland or a Welsh person in Wales won't be of any use then!

Similar Messages

Lack of Commitment and Poor Customer Service

My daughter made international calls on her cell phone. She met this person online and did not realize the person was located outside of the United States. It is a very odd situation in that the number she was dailing was an 868 area code and did not require any additional numbers. Due to the number having the same format as a US based number there was no way for me to know the usage charges that were being added to my account. Over the 2 months, she has incurred approximately $7500 in international charges.
I called Verizon on May 27th and notified them of the situation. I spoke with a great customer service rep. She tried her hardest to work with me. She applied a courtesy credit of $299 to the bill and indicated that she would retroactively add an international plan to my account.
Unfortunately, this is where the good customer service ended. When I checked my most recent bill the international plan was not added to the account. This was the first broken commitment. They indicated it was due to have a past due balance of greater than $25. Obviously based on the circumstances it would be impossible for me to pay the bill down to $25 in one payment.
On June 2, I was told that my call would be escalated to management and I would receive a call back in 24 - 48 hours. Today June 4, after 48 hours expired. I called Verizon as I did not receive a call back from the manager. The lack of the call back with the second broken commitment.
The customer service rep I spoke to today provided the worse service I have received so far. She made a couple of inappropriate comments. The first was:
1. I need to tell me daughter to stop making international calls. I am a responsible parent and I have disciplined my child. Verizon is a cell phone provider. Its not their place to give parenting advice. An appropriate customer service response is, "Let me see if there is anything we can do prevent this from occuring again"
2. Then agent told me the manager was not going to drop everything to respond to my call. I did not request the manager to do this. I waited the 48 hours that I was orginally given. An appropriate customer service response is"I apologize we did not meet our original times, let me see what I can do to get a manager to respond to you".
At this point, I am obligated to pay over $7,000 in cell phone charges which I will do as I am a person of my word. At this level of payment, I should be treated as a premium customer and I expect much better customer service from Verizon.

International Long Distance and Messaging by Country - Verizon Wireless
International Long Distance Value Plan for Trinidad & Tobago:
Voice Rate: Landline $0.05/min Mobile $0.05/min
Monthly Access Charge $5.00
*You can automatically add these services to your account if you have a 30 day payment history and your account is in good standing. If you have been a customer for less than 90 days, please call Customer Service at 1.800.922.0204.
(AT&T offers a better plan - $0.01/min to Trinidad & Tobago, $5.00 monthly access)

Adobe customer service AGAIN......

I am incredibly disappointed in Adobe customer service... I don't know where they've outsourced it to,
but I FERVENTLY hope some company will come up with comparable, competing software 'cause I'll
switch in a heartbeat.
Most recent example:
Received Elements 6 from wife several months ago. Installed on desktop. Worked fine.
Installed on laptop. Worked FINE.....
Recently replaced disk on laptop.
Laptop complained and wanted me to RE-activate. Activation failed.
Called activation person. Wasted 15 minutes, was told serial was invalid.
THIS IS THE SERIAL NUMBER ALREADY IN ELEMENTS THAT'S BEEN WORKING FOR MONTHS.
Was transfered to technical support "WHERE THEY'LL FIX THE PROBLEM"...... Wait for extended period
on phone and get another person.... Who goes through same process and eventually tells me serial
number is invalid.
THEN tells me she'll transfer me to customer service where "THEY'LL FIX THE PROBLEM"... Another
extended wait on hold and another person from "customer service" comes on and goes through the
same bunch of questions FOR THE THIRD TIME........
And comes back and tells me the serial number is "invalid"..... Now REMEMBER, this is exactly the same
serial that's on the desktop and has been working on the laptop for months - I'm NOT ENTERING IT, IT'S
COMING UP WHEN IT DEMANDS IT BE REACTIVATED.........
AND, tells me if I want a new serial number I'll have to send them the invoice from where the software was
purchased... So essentially, Adobe's stance is that we're apparently all liars and cheats, and they don't
care that the software is already working on one machine and has been working on the other... Sure
hope my wife kept the invoice.....
I'll use the term "dsappointed" since I'm sure we're not supposed to get vulgar in here...

Apparently there are many of us in the same boat.
I imagine that most people just give up trying and resign themselves to whatever fate Customer Support decides is best for each of us. Although there are a few here voicing their disgust and frustration I suspect that there are many more who aren't able to find this forum, or other outlets, simply because they aren't familiar enough with the Internet, search, and forum processes to even find this let alone post.
Here's my story.
Paul g Wiegman
< personal info removed by forum host >
Adobe Customer ID number: < removed by forum host >
Regarding: Photoshop CS4 software exchange.
Case # 0202119921
DATE \@ "dddd, MMMM d, yyyy" Wednesday, June 24, 2009
On April 29, 2009 I ordered (Transaction # #< removed by forum host >), from Adobe Systems an upgrade of Photoshop from CS3 (Registered SN 1< removed by forum host >) The payment was made via Paypal (Transaction ID: < removed by forum host >)
These two upgrades of Photoshop were preceded by a full copy of Photoshop 7 (Registered SN < removed by forum host >) and an upgrade to PS 8 (Registered SN < removed by forum host >.
At the time of the upgrade I was working on a Dell Laptop with a Vista operating system. I was considering a switch to a Mac. Prior to the switch I researched how many of my PC applications could be transfered to the Mac and how many I would have to repurchase. A key point in my decision was my Photoshop since a new full version for the Mac would be $639.95 from B&H Photo in NY.
I got on the Adobe website and posted an inquiry via the Customer Support Portal as to an exchange of my present CS4, PC version for a new copy of CS4, Mac Version. The text of my post follows:
Tuesday, May 26, 2009 10:42:22 AM PDT
I just recently, April 29th, purchased Photoshop CS4. The transaction # was #AD002332406.
The software is running on a PC. I'm about to change from a PC to a Mac. Is it possible to disable the PC version, and exchange it
for a MAC version.
I've been a photoshop user for years and would like to be able to take advantage of the software I just purchased during this change
Thanks
Operating System: Windows Vista
Browser: Other
Printer model / driver version: Epson R1800
Video display card / driver version: NA
Scanner / driver version: NA
Type of network (server type and protocol for connection): NA
Has it ever worked? If so, what's changed? (provide comments in description field): Not Applicable
Same results with different file?: Not Applicable
I received a reply as follows:
Thursday, May 28, 2009 9:24:44 AM PDT
Hello Paul,
Thank you for contacting Adobe® Web Support for assistance with Adobe
Photoshop CS4.
I understand that you just recently purchased the Windows® version of
the software and would like to switch your software to the Mac version.
We do have a system set up to do just that but you will need to contact
our Customer Service Department to do so.
For more information on Adobe products or services please visit us at:
HYPERLINK "http://www.adobe.com/support" http://www.adobe.com/support
Kind Regards,
Evan S.
Adobe Web Support
Given this positive reply I purchased a MacBook.
On Friday May 29th I called the phone number provided. My intent was to process the exchange as promised - “We do have a system set up to do just that .....”. The system is called a “Xplat Swap”
The Customer Representative asked for my Customer Number. I provided it. She then asked for the SN of my recently purchased copy of CS4. I provided it.
Then she asked for the SN’s of all previous copies of Photoshop I had purchased, including the original Full Version. I didn’t have any of that data on hand. That was software that I wasn’t using, had removed from my computer, and had disabled those versions.
She then told me that without the old SN’s she wouldn’t be able to process the exchange. She asked if I had registered the software. I had. She checked the Adobe files and couldn’t find any record. She then suggested that that software might be registered under a different email address.
Over the past years I have changed internet providers and indeed have had to change my email address with each new provider. I wasn’t made aware at anytime during the years that I had owned and registered Adobe software that I would (1) be required at some point to provide the SN’s of all versions purchased, or (2) retain a record of the email addresses under which software was registered.
The “system to do just that” was becoming very frustrating. I asked to talk to a supervisor who could “solve the problem”.
After a long wait I was transfered. The new Customer Support Representative (CSR) asked for all the same information again. After some discussion he informed me that I had been transfered to Technical Support, they were just closing, and he couldn’t help me. With that I was transferred to another CSR..
The third CSR again asked for a long list of information that I had given previously. He listened to what I had to say and repeated that I would have to have all the necessary SN’s before the Xplat Swap could be processed.
After some discussion I was able to provide an old, unused email address. This address proved to be the one under which the previous upgrades and original full version were registered.
He then began the Xplat Swap process. His first step was to “destroy” all of the prior registrations. These were read to me because I was told that he would be sending a PDF of a “Letter of Software Destruction” (LOD). I would have to print the LOD, fill in the various items including all of the former SN’s, and sign the document. Then the signed copy needed to be scanned, made into a new PDF, and emailed back to an address given. He admonished me that this needed to be done “within” 48 hours or the case would close.
All of the above took nearly 4 hours.
The next day, Saturday, May 30th, I printed the LOD, filled out the form, signed the copy, scanned it, made it into a PDF and emailed it back to the address provided. I was sent an acknowledgement (KMM10907345I51L0KM) that the email had been received.
Then, on June 1st I received an email from Adobe. It noted that my case had been updated. It also had another copy of the blank LOD. I responded by sending another copy of the completed LOD.
I regularly checked the Customer Support Portal (CSP) for updates. There were none. I had been admonished that “I needed to reply in 48 hours of the case would be closed” and was concerned that I was hearing nothing in return.
After posting messages on the CSP, none of which elicited a response, the process was becoming very frustrating.
Monday, June 15th I again called Customer Support. After being on hold for 1/2 hour I got a CSR. She told me that Adobe didn’t have my LOD. I told her that I had sent it several times via both the email address provided, and the CSP. Her response was simply that “Adobe didn’t have my LOD.”
I asked for a supervisor and was transfered.
The new CSR told me the same thing, that “Adobe didn’t have my LOD” and that without that the case couldn’t be processed. I explained that I had sent it multiple times. After he explained the same thing over and over I asked if he had access to the email. He said he did. I then sent a short message and attached a copy of the LOD. He said he saw the message but didn’t see the attachment.
I suggested that there might be a problem with the email system and was there another way to get the LOD to them, or might I have an improper file name, or could he suggest another solution. The reply was simply that “Adobe didn’t have my LOD” and without that the Xplat Swap couldn’t be made.
There was no attempt to solve an obvious problem and no concern for my frustration as a customer who was without critical software - I’m a freelance photographer.
I sent the LOD once more via the CSP.
On 16 June I sent a letter to the Adobe corporate office in San Jose, CA, to the attention of Customer Service. The letter outlined the situation above. To date - 24 June - I’ve had no reply. Also to date - the case on the CSP remains as “Pending Adobe Response”.
It has been nearly a month since this process has started. What appeared to be a simple exchange of software which was purchased and registered has become a very difficult and frustrating experience. Adobe Customer Service has been slow, unresponsive and at times rude. The problem is being placed on me and it has been suggested that I’m not actually sending the LOD and until I do so the exchange will not take place.
To add to the problem, when I check my account on the Adobe website the present copy of CS4 which I purchased in April in no longer registered. I do have the option of using that software on my MacBook under a program which emulates Windows, but since the software was “destroyed” by the Adobe CSR during the first call, I can’t use software that I purchased less than two months ago!
I can only imagine that if I did decide to go back to my PC to use Photoshop and tried to install the periodic updates that are part of the purchased software package that I would be rejected, again because the Adobe representative cancel my registration before the new software was sent.
At this point I’m at a complete loss to know how to solve the problem.
Sincerely,
Paul g Wiegman
My present efforts have been to contact the BBB in San Jose, CA and file a complaint as well as talk to the "Consumer Advocate" with the local newspaper here in Pittsburgh, PA. We'll see what that brings.
Meanwhile, the Customer Support Portal continues to read "Reply pending from Adobe".

How bad is the Verizon customer service?

how bad is the Verizon customer service? Well let me tell you. I just got off the phone with from their Finance Department, who called me, and they asked when I would be paying my bill. I answered never. He asked why. I said I had a billing dispute. He asked to go over the bill together (the first rep to do this) having going over the issues and reviewing the notes he said “oh wow”. I informed him that I filed a complaint to the BBB, FTC and FCC and filed a small claims suit against them. He said he understood why. He then said he would unsuspended my 3 lines (I have already disconnected 2 of them) and place my account in a “billing dispute status”. I said thank you. After about 30 minutes I called back when my saw my lines still suspended. Both the finance department and customer service both said the lines were still suspended both blaming the other department as a reason. Got to love the Verizon teamwork. Any suggestions?

They may have stated over the phone your account was in a "billing dispute status" however you can ONLY do so in writing.
From the customer agreement:
HOW AND WHEN CAN I DISPUTE CHARGES?
If you're a Postpay customer, you can dispute your bill within 180 days of receiving it, but unless otherwise provided by law or unless you're disputing charges because your wireless device was lost or stolen, you still have to pay all charges until the dispute is resolved. If you're a Prepaid customer, you can dispute a charge within 180 days of the date the disputed charge was incurred. YOU MAY CALL US TO DISPUTE CHARGES ON YOUR BILL OR ANY SERVICE(S) FOR WHICH YOU WERE BILLED, BUT IF YOU WISH TO PRESERVE YOUR RIGHT TO BRING AN ARBITRATION OR SMALL CLAIMS CASE REGARDING SUCH DISPUTE, YOU MUST WRITE TO US AT THE CUSTOMER SERVICE ADDRESS ON YOUR BILL, OR SEND US A COMPLETED NOTICE OF DISPUTE FORM (AVAILABLE AT VERIZONWIRELESS.COM), WITHIN THE 180–DAY PERIOD MENTIONED ABOVE. IF YOU DO NOT NOTIFY US IN WRITING OF SUCH DISPUTE WITHIN THE 180-DAY PERIOD, YOU WILL HAVE WAIVED YOUR RIGHT TO DISPUTE THE BILL OR SUCH SERVICE(S) AND TO BRING AN ARBITRATION OR SMALL CLAIMS CASE REGARDING ANY SUCH DISPUTE.
Simply send in a notice of dispute form. Since you have already filed a "small claims case", I would think it may be unnecessary, though, but it can't hurt to be thorough.

Open letter to Verizon Wireless Management and Customer No-Services

After more than 10 years as a customer of Verizon Wireless, I have recently encountered several situations that have caused me to begin the process of changing my service provider to another company. Verizon has "zero" loyalty or appreciation of its existing customers; they have poor, and in one particular case, rude customer no-service representatives and policies.
I purchased a new smart phone for my college daughter. Of course, activation of this new phone required the purchase of a data plan, even though she doesn't need or intend to use data services. (That's fine; I was aware of this cost even though I believe it to be over-priced). In addition, they also required a $30 fee for signing a new contract. Seriously? Are you kidding me? A fee for the "privilege" of signing a contract with the big, powerful, arrogant Verizon? I don't want a contract in the first place; it is Verizon that wants the contract. They should pay me for signing a contract. I could understand a fee for a new account setup (not really, but it makes a little sense) but a fee for an existing multi-line, long-time customer where the paperwork is nothing more than a mere mouse click of the "I Agree" button?
So, the daughter gets her new phone with 24 months of data (for the low, low price of 25 months.... yea right). We take her old phone, which she has had for several years, and decide to use it on another of the lines in our family plan because it has a qwerty keyboard. Now, I learn that I have to sign up for a data plan to use this old phone on a different line. This phone has been in service for several years with no data plan but now I have to have a data plan to use it? What the **** ??? I only wanted to use the phone for voice calls and a few texts. I have no need for data. This phone, an ENV3, is not well suited for data services anyway. (No, I won't be using this old phone after all.)
Companies such as yours dream up junk fees; this one amounts to $1.25 per month additional revenue. They do this as a way of increasing revenue while advertising a lower price, ie advertise $30.00 per month but actually charge $31.25. I suppose they all pat themselves on the back and start counting all the new-found money. The management is so stupid and arrogant that they do not realize what the long-term impact could be. In this particular case, the end result shall be the net loss of $250.00 per month in revenue. I know that you don't care; that is painfully obvious and clear.
Well Mr. Verizon, you may consider this to be my official letter of resignation. Consider me gone, done, history. I don't need you, your arrogance, or your over-priced services. I currently pay nearly $250/mo to your company for six phone lines, four of which are "very lightly" used for calls and and a few text only. Personally, on my line, I do nothing but make and/or receive an average of two 3-minute calls per week. I put up with a lot of crap making my money; I do not have to tolerate any when spending it. I WILL be taking ALL my business elsewhere. Four of my lines are currently month-to-month with no contract. I will be moving these to another provider in the coming week. The remaining ones will be moved upon expiration of their respective contracts.
Cheers

Verizon has no obligation to respect your "loyalty." They do, however, have an obligatory fiduciary duty to their investors, hence the "upgrade" fees, "line access" fees, "regulatory recovery" fees, data plan "repuirements", and data caps, none of which are intended to buy YOU anything. They are assessed primarily to provide profits to them and dividends to their investors, along with a source of capital expenditure for their network expansion whose sole purpose is to attract more customers to provide more revenue streams to meet their aforementioned fiduciary duty to serve their executives and investors ever greater profits and dividends. And in this country, that is ALL this wireless game is about. EVERYTHING else, be it customer service, value of service, loyalty or anything else, is secondary.
And you think other carriers are any different? Nope. They all are in this for the exact same game, however they choose to play it, plan for plan, fee for fee. Sure, details differ, some plans might look more appealing and for some, prudent shopping around might even net some nominal cost savings, but all in all, they pretty much charge the same fees and require the same data plans, because that's where the big bucks are, and one way or another you will pay them or you will do without (which might be a blessing in disguise).
I personally don't like this any more than you do, and I would favor strong federal regulatory oversight much as they have in Europe Latin America and Asia, along with homogenized network infrastructure which stimulates competition by allowing easy interoperability of phones and devices irrespective of carrier, but I fear it will be a cold day in hell before we ever see the likes of that here. According Republican thinking, that's just not the "American Way."

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

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

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

Open-box warranty customer service despair

Hi evrerybody,
I'm addressing you guys at the forums because I couldn't get a proper support from BestBuy customer service. They referred me to GeekSquad. GeekSquad referred me back to BestBuy customer service...
On 23rd of March I ordered an open-box excellent condition 15" macbook pro from BestBuy.com (Open-Box ID: {removed per forum guidelines}).
The product came with a minor scuff. But I wouldn't bother to go for a replacement at BestBuy store (It's too far away from where I live).
It also had 3 battery charging cycles. Another minor issue. I'm not sure whether it fits its excellent condition description.
When I checked my warranty status (Macbook's s/n: {removed per forum guidelines}) on apple website:
https://selfsolve.apple.com/agreementWarrantyDynamic.do?sn=C02P93U9G3QD&locale=en_IL&caller=sp
It states that the one-year warranty ends on 5th of March 2016 (18 days earlier than it should be from my date of purchase).
Disappointed from BestBuy customer service, I contacted AppleCare (Apple's warranty service) with BestBuy's proof of purchase. They said that it's an open-box product and:
Apple warranties start on the date of the first retail purchase. Our records show that the purchase date has already been established as March 6, 2015 with warranty coverage through March 5, 2016.
The laptop was probably powered-on by the first purchaser and they won't update my warranty status.
But... according to BestBuy.com:
http://www.bestbuy.com/site/global-promotions/open-box-products-details/pcmcat295500050005.c?id=pcmc...
It clearly states that: "The full manufacturer's warranty for an open-box product is the same as buying a factory-sealed product"
So... I don't have, as clearly promised on BestBuy website, 1 year warranty on my purchased product and I couldn't resolve this matter with neither Apple's support nor BestBuy support.
What do you advise?

Hello azarim,
Purchasing an open box laptop should be a pleasant and exciting experience, especially as they are at a discount price! It is discouraging to find that your experience may have been less than what you would have hoped for from a device marked as in “excellent” condition.
I’m sorry to hear that you’ve had trouble receiving service through us, as well as Apple due to the different purchase dates. I can understand how frustrating and confusing this may be, as you seem to be receiving conflicting information regarding your manufacturer warranty from us and from the manufacturer.
Using the information you registered with the forum, I was sadly unable to locate the purchase of this MacBook Pro under your name. With that said, I am sending you a private message to gather further details surrounding this information. You may check your private messages by signing into the forum, then clicking the envelope icon in the top right corner of the page.
Respectfully,
Tasha|Social Media Specialist | Best Buy® Corporate
Private Message

An Open Letter To MSI - A very dis-satisfied *former* customer

I sent this letter to as many MSI email addresses as i could find:
Sirs:
I’m done with MSI.
I’ve bought two MSI K8N Neo Platinum boards and two K8N Neo 4 Platinum SLI boards.
My original K8N ran great without problems for nearly a year, then one night just died. I’m not sure what the problem was – it just wouldn’t power up. I RMA’d the board.
The board I got back from RMA (which I’m using now) runs great but has some problems with reporting temps – the temps reported fluctuate by as much as 10c. I learned a trick where if I go into the bios and change something, and then save and exit, the temps run 5-6c cooler (which I think are accurate temps).
This board also has a problem in the bios – the spread spectrum is enabled and I can’t turn it off – it’s grayed-out in the bios – I can’t change it. I’ve reached a plateau with my RAM (running 1:1 at 240 MHz) and I figure this is why it won’t go further (even at CAS 3 – the RAM is OCZ 3200 EL Platinum Rev 2 which should go above 300 MHz, easily).
My second K8N Neo Platinum has weird USB and ps/2 problems (detailed here: https://forum-en.msi.com/index.php?topic=61832.40 ). Plus it has a problem where the HT multiplier is not adjustable (you click on the HT Multi, and nothing comes up – it’s blank). I will probably RMA this board.
My first K8N Neo 4 Platinum SLI has problems with the vcore – no matter what voltage and VID adjustment you select, the highest voltage you can get is about 1.53 volts – which screws any chance of overclocking the Venice CPU I have for it (which is just dying to go at least 2600 or 2700 MHz, but probably needs at least 1.6 volts to do it). I just RMA’d this board.
My second SLI rig is running just fine – no problems.
That’s not a real great track record: 3 out of 3 socket 754 boards from MSI were screwed up (or died); and one out of two SLI boards
That’s four out of five total that were screwed up one way or another. An eighty percent failure rate.
Not real great quality control here, apparently. This is completely unacceptable.
Add to that, the recent fiascos you’ve had with your new bios releases, and it makes me wonder if anyone’s home at MSI.
To your credit, MSI has been very cooperative – every time I’ve asked for an RMA, I’ve gotten it right away, and the service on the RMA’s has been great – average turnaround was 3-4 weeks, total.
But I’m tired of dealing with problems like this. I’m done.
I’ve bought a new DFI LanParty SLI board to replace the SLI board that is screwed up. I'll see if I can sell the replacement board when it comes back from RMA (for a fraction of what it cost me - I'm not going to deliberately screw someone).
I will not be buying any more MSI products.
Sincerely,
Michael Pellegrini
I doubt seriously this will have any impact at MSI, but it's nice to vent.
So long and farewell...

Four out of five boards having problems is just too much for me. Maybe it's just bad luck - maybe my experience is atypical - or maybe it isn't.
I really like the boards I've had. And like I said, MSI's customer service has been flawless. Their customer service people are all so earnest and helpful.
But it's a real pain in the ass to build something only to find you have hardware manufacturing defects / bios problems - and then have to disassemble and rebuild the thing all over again - all with a 3-4 week gap while you wait for the new board.
I can only believe that MSI's QC is seriously lacking.
The recent fiasco with all the bios updates suggests that: where they released all those bios's for the nforce boards - to fix UBS problems or whatever. They all ended up making way more problems than they fixed. The 1.8 bios for the MS-7030 board was pulled in less than a week, and then they put out the 1.9 bios that was still severely screwed up. Same thing for the bios's for the NF4 boards.
What were they thinking? And why in the hell didn't they test those bios's before they released them?
I also believe that the boards they send to reviewers are cherry-picked and that's why the reviewers boards all perform so well.
Why all the problems? Maybe they've just grown too quickly or something? Either way, I'm through with MSI.
DFI on the other hand, really impresses me. They've really blossomed in the last few years.
They have forums just like these, but with one important difference: they have paid customer service people moderating the forums and helping people. I've seen paid OCZ reps helping people there as well - it's a much higher level of customer service than MSI has. I'm not sure if other companies have paid reps in the DFI forums or not, but it wouldn't surprise me.
Then take the issue of vdimm voltage. How long have we been asking MSI to provide higher vdimm to help overclocking? Forever. Has ity changed anything? Not a bit. We're still limited to 2.85 volts.
How about DFI? On LanParty boards, you can get up to 3.5 vdimm. Does DFI listen to their customers? You betcha.
I've been building MSI motherboards for about 4 years now, but no more.
I'm switching to DFI. And I would encourage everyone else to follow.
If enough people split, then maybe MSI will listen.
And finally, I must say I really and truly value the help and support I have gotten through these MSI forums - it's been a tremendous resource. All the time and energy everyone puts in - for free- just blows me away.
Thank you - all of you.

My i-phone Not charging because Sunken pins and Green Belt3 Power Mac Center said even my warranty still open until 30 October they cannot do nothing and refer me to a Toll Free Apple customer Service number..my question for what are thwy there?

My i-phone 5s is not charging because of Sunken pins where the socket is plugged. According Power Mac Center at Green Belt3 even my warranty still open until 30 October they cannot do nothing and refer me to a Toll Free Apple customer Service number in Singapore!!! ..my question for what are they there? not alt all very friendly and helpful!!

Send an e-mail with all this in it directly to Tim Cook. Seriously. You can send e-mail to him.
You might also try this forum here for more ideas: http://forums.macrumors.com/index.php?

Open Source Customer Service Request System

Hi Does,
Anybody know of a Open Source Customer Service Request System (AKA Helpdesk) written in Java.
Thanks

No idea but I did get almost 27,000 hits in google with the following search string....
helpdesk java "open source"

Just let me contact customer services to ask about a product

Hi,
I just want to be able to contact customer services without having to wade through tons of pages of so called instant answers that dont address my enquiry. Why is it so difficult for potential customers to be able to directly communicate with sales without having to go through this agony of irratating selection of questions that cannot help me if I am trying to ask a question from the view of a non user in the first place. Modern buisiness practices these days are plain stupid, frustrating, time consuming, and are an excellent way of turning potential customers away!
Can someone please just give me a direct email contact to sales!
Rant over...

Even the damn message content wont allow cut and pasting of text, yet another frustrating Adobe time wasting mechanism to turn away potential customers who just want to get a simple answer. Adobe is almost staggering in its arrogance towards cultivating new customers, forced into long and time consuming processes in finding out if YOUR product can cater for MY needs...as I said staggering...
Having no alternative to have my enquiry dealt with in a more personal manner, as Adobe managers sitting in thier virtual ivory towers practicing thier virtual buisiness practices, obviously deem forums as their ultimate answer to saving money on actually employing people to talk to their VERY real customers (what on earth does their sales department do then if they don't allow actually talk to real customers in a personal manner?), I am forced to post my question rather reluctantly here.
I am in need of a product that can support the SECURE distribution of a magazine, ideally by email (or similar). Ideally I need a function that prevents a document from being forwarded onto others by the recipient, in order to protect our product from unlawful distribution onto 3rd parties. Passwords are a possible solution, however a password can simply be forwarded to a 3rd party as easy as a document can, so is there a more secure way of protecting our product?
Alternatively, is there a way of encrypting the recipients email address as a function of opening and viewing the document, thus also preventing it from being forwarded to 3rd parties?
I am looking to distributing our product to over 1000 fee paying members.
Well I have been forced to spend over 1 1/2 hours now trying to get some sort of answer to my question. As I said, the business model and attitude by Adobe towards potential customers is staggering, even down to the fact that I have had to write this particular text twice due to the way the forum constraints work in not supporting a simple cut and paste of text function, more frustration and time wasted. Adobe need to take on board that forums do not help in fostering their image or business for new customers, after all, if I was buying a new car, I don't expect to go to a shiny new car showroom to find the doors locked and not being able to talk to the sales personal within, then having to turn to a car enthusiasts club to ask if that particular model will meet my personal transport needs, do you? As I said, quite staggering....

Where/how do I submit a letter to Customer Service?

Is there any place to submit a letter to customer service?

Complimentary Support
What is complimentary support?
Complimentary hardware support provides either telephone, email, or chat support for basic setup, installation, assembly, and connectivity. See the support-related materials included with your Apple product for more information.
Complimentary software support provides either telephone, email, or chat support for installation, launch, or reinstallation (not including data recovery) when your hardware configuration meets the minimum system requirements for the software. See the support-related materials included with your Apple product for more information.
How much complimentary support do I get?
Most Apple software and hardware products include unlimited complimentary support incidents within the first 90 days of product ownership. See the support-related materials included with your Apple product for more information.
Customers who purchase an iPod receive one complimentary support incident, which must be used within the first 90 days of product ownership.
How does Apple define “support incident?”
Apple defines a support incident as a specific, discrete issue that can be addressed by isolating its origin to a single cause. Apple, in its sole discretion, will determine what constitutes a support incident. A support incident has reached resolution when the customer receives one of the following:
Information that resolves the issue
Information on how to obtain a software solution that will resolve the issue
Notice that the issue is caused by a known, unresolved issue or an incompatibility issue with the supported product
Information that identifies the issue as being resolved by upgrading to a newer release of the supported product
Notice that the issue has been identified as a hardware equipment issue
Information that isolates issue to a third-party product, not supported by Apple
Home > Support > Complimentary Support
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Copyright © 2006 Apple Computer, Inc. All rights reserved.
imac G5 rev A - windows switcher 3/8/05 Mac OS X (10.3.9)

I have paid full membership 3 days ago but when i tried to open AI, PS and ID it still prompt me to enter serial no. I have talked to like 3 different customer service but still no solution and they kept asking me to wait. Someone told me to alter the hos

I have paid full membership 3 days ago but when i tried to open AI, PS and ID it still prompt me to enter serial no. I have talked to like 3 different customer service but still no solution and they kept asking me to wait. Someone told me to alter the hosts file from the forum but I don't see any hosts file from adobe, how do i alter the hosts file then? Why should I pay so much just for this kind of service? Please someone help.

I will tell you honestly. I have tried almost everything to fix the issues. I even tried to call Adobe Technical Support so I can fix the activation issue but no answer after waiting for about an hour on the line. I ask the chat but they just kept saying wait for another 24 hrs it should be updated now it has been about 4 days and no changes. I am extremely frustrated to cause I need to work on my computer. So where can I get help? they prompt me to here btw, many many times.

Open Letter to HP about Securing Repeat Customer

I am writing this post because I would never buy another HP product and never recommend HP to even my worst enemy. To begin with, 10 days and I still cannot use my 7 month old computer due to HP customer service. While the products are good, customer service in unacceptable and you will lose many customers as a result.
I purchased a HP Pavilion DV6 laptop computer in March of this year. On September 8, 2009, my AC adaptor burned out and stopped working. I spoke to someone on the HP online tech support website that evening and she told me that it would take over a week to send out an AC adaptor. After some pushing, she told me she could expedite it and have it sent to me to arrive in 3-4 business days (arriving either the 11th or the 14th at the latest). I waited for the adaptor, and being a poor student spending thousands of dollars on applications, I did not want to go out and purchase the $70 replacement from Walmart. When I had not received a confirmatory e-mail from HP about the chat conversation and the shipment , I called tech support the next day and they said the product would arrive in 3-4 business days. I received a call from case management asking if the issue was resolved on September 14, 2009, and I told them I still had not received the part. The case manager, John, basically said “Well it takes a while.” I waited until Thursday September 17th to contact HP again and the Joyce from tech support gave me some story about how parts are backlogged and software issues and how it was unknown when I they would have a part available to ship. She even had the nerve to suggest I ask around among my friends and borrow someone else’s charger. I told her the suggestion was ludicrous and asked her to speak with a supervisor. She said the supervisor was busy and would ask the supervisor to call me that night. Needless to say, I never received a call. I called HP tech support at 8:30 this morning (September 18th) and Luv on tech support asked me to wait while he connected me to a supervisor. I was on hold for 30 minutes to be told by Michelle, another case manager, that she cannot do anything for me and I have to wait for John, my case manager, to call back. So in a nutshell, 10 days, still no AC adaptor, and still no help from HP. Talk about great customer service – no respect for the time or needs of customers whose money they already have. All I really want is an AC adaptor Fed Ex-ed to me overnight, and to arrive on Saturday at this point, or to reimburse me the $70 for a charger I will have to buy from Walmart. As someone who spent several hundred dollars on a laptop so that I could do my work and school, this is not asking too much for a 7 month old computer. And solving this simple issue is to difficult for HP.

To GTStudent ,
I totally agree with you. I had terrible terrible experience with HP customer service twice, and every time it took forever for them to fix my problem, but eventually they still can't fix it, don't even mentioned about my printer was broken with 6 month, my battery have problem with 1 yr since i first purse from HP.com. I'd never recommand anyone to buy HP again....NEVER!!!!

Lack Of Customer Service

I have been a loyal Verizon customer, with little or no complaints. I didn't even mind pay more for "better and more reliable service". With my past experience for the 2 months I am a big advocate for leaving them and going back to my old carrier. It would be a lot cheaper, there would be a lot less aggravation. I recently purchased my iPad Air 64GB from Verizon. The iPad had some technical issues, I reluctantly shipped it back to Verizon to be repaired or changed. I express to technician I live by 2 Apple Store. After being assured the turn around time would be a nominal week I mailed my iPad to Verizon's warehouse in Texas. Verizon has had my iPad for well over 4 weeks, I have called in to speak with them every other day to get a status update. Every time I call I receive a different answer, the responses vary from the warehouse doesn't have it. I have a tracking number showing it was signed and delivered. The iPad is on back order, I called back 30 minutes later and someone else informed me they were not on back order. We will ship you one at the end of the week, well 4 weeks have come and gone since this promise was made. Then once a week during my call they transfer me to Apple technical support. To oblige Verizon I explain the circumstances and apple technicians are shocked and confused how they can troubleshoot/diagnosis a product which is in Verizon's possession. I have spoken to 10-15 "supervisors" who all claim they will call me back within a day or so. I have yet to have a "supervisor" return a call to provide me with a status update. I hate to call in every other day for and update, which I need to do since NO "SUPERVISORS" call me back. It is the typical thing explain the circumstances have the first technician read to notes wait on hold for and hour as they research this. All of this is being done so they can then transfer me to a supervisor who make empty promises to call me back and never does. I am sick and tired of spending 6-7 hours on the phone with Verizon every week in order to get MY product back. I have explained at this point I DO NOT want my product fix I want it to simply be return and I will bring it to Apple myself especially considering it was only 3 months old and still covered under Apple Care. I can and have called Verizon a few times a day so I can confirm the "story" I was told by the prior technician with out fail they cannot confirm anything and offer a different story or circumstance with every phone call. I have no problem with pulling my 6 Lines and go elsewhere, it would be a lot cheaper and the other carriers would buy me out of my contracts, I cannot do so until I receive my iPad back. I pay monthly for a product which is not in my possession for a service which I am unable to use. The best solution I have received is a discounted rate, what good is a discounted rate if I cannot use the product because Verizon has it. Luckily the company I work for of 500 people also has discounted rates with the other major carriers. Get your act together, customer service my name is to service the customer not give the, the run around. I am not asking for the impossible, rather something which should be acceptable practice with any company.

store location
24920 N Lake Pleasant Pkwy,Ste 107
Peoria
AZ 85383
Sent from my iPad
I had a horrible experience last night, I went to renew my 2yr plan and get a droid turbo I wanted to take advantage of the $100 off by turning in a smartphone but the one I brought in was not up to par so I ran home to get a different one. I returned right at 8 and the doors were locked even tho customers were inside, they knew I was rushing back to try to get the deal done but they locked the doors and told me that they can't unlock them, I was frustrated because they knew I was coming back and as I sat in my truck they opened the doors to let the customers that were Inside, out. I know that I was there at closing and that's not fun for the employees but it was only because I had to go home to try and get a suitable smartphone to get the $100 off, I just have a hard time with me wanting to sign for another 2yr contract and buy a phone and getting treated like that when they knew I was coming back and it was going to be close on time. I have been up to resign a new contract for the last 4months because I wasn't sure if I was going to stay with Verizon, well when I decided I was it was pretty crappy to be treated like that, and to top it off the gentlemen who was helping me and knew I was running home to get a different phone to turn in sat with a smile on his face(not in a good way) while I stood by the locked front door.
Just thought I would let you all know how customers are being treated

Customer service...an open letter

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