Customer Services India Call Centre Complaint

I have been trying to resolve a problem with my BT Bill. Having been called some months ago and advised by BT that I should take full advantage of unlimited call package, which I did. I was told over the phone that there was nothing more to do as this would take immediate effect. I had explained to my husband what I had done then forgot about it until the bill came in and I discovered that it had not been changed and that I now had an amazing bill. I called the customer service centre and found that when I explained the problem the issue was ignored but I was being told what I already knew, I found this particularly odd and asked if the customer service agent had listened to what I was saying she said she did but then proceeded to repeat what she had said. I asked for a call back and she told me that she would be on duty the next day and that she would arrange for the customer service team to call me. As you guessed this did not happen and so I rang BT during the day and was told about the password protection which did not seem to be an issue the day prior again I was told that they would call back and did not. Then I rang the customer service team again, this time I asked the agent to listen carefully to what I was saying in relation to the complaint this was ignored again and a repeat of the day before. It sounds funny now writing about it but I was being bated by the customer service agent as I could hear clapping in the back ground from the customer service team as the chap attempted to avoid dealing with the complaint. I am appauled and it is humiliating. It should not be allowed . A company the size of BT I don't understand how they get away with this type customer handling. I do not know how to get this matter resolved without contacting them but BT is the least business I would want to contact ever.

welcome to the forum
this is a community forum where customers help customers and the only BT employees are the forum mods.
have you tried the live chat link at the top of this forum board - they may be able to help sort this out. failing that then contact the forum mods http://bt.custhelp.com/app/contact_email/c/4951
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Similar Messages

Poor Customer Service - BT Call Centres

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

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

I have been having intermittent drop outs on my wifi network for about 2-3 weeks now. I have a laptop, desktop and two notebooks connected (not all the time). So i took my laptop to a friend to check if it were the PC that was causing the issue, not surprisingly it did not. As the remaining 3 networked PC's also had a common problem, it made sense that a common fault existed. Therefore either the line into the house or the router was at fault. so, I checked the helpful BT step by Step checklist in regards fault finding - all checked out - but then again why wouldn't it as the fault is intermittent.
As we have had no audible issues (checked with neighbours in case the telephone exchange was faulty), I phoned the "helpdesk. Got a nice guy called Abhay, who diligently went though his spiel. After 25 minutes of me trying to explain that the fault was intermittent and that all I wanted was a new reliable router sending out (the current one is 2 years old) we arrived at this conclusion (and confirmed by his supervisor).
1. I would need to be in front of my PC and home router to go through one of his technical colleagues checklists.
2. The fault was recorded on my Call Centre Notes as intermittent and that it may not repeat under test conditions
3. Upon completion of the checklist regardless of the outcome of the troubleshooting, I was to request a replacement router be sent out - a fact also recorded on my call centre notes.
4. It was confirmed that this was the case that the check list would need to be completed but regardless of the outcome a router would be despatched immediately upon conclusion, "as it probably was the router given the fault and age".
I asked then, why it was necessary to call back and waste my time and bt resource ticking a box if the act of ticking the box has not influence on the outcome. All I want is a new router (and a good reliable service) which will be forthcoming after the fruitless box ticking exercise. I asked if he would be able to just send me a router now, he said not. I asked if I could escalate to someone who could authorise a new router, he said not. So I have to phone back and waste more time to get what we all know will be the eventual outcome.
I know there are processes, but why are there not supervisors/managers in BT who can a) think about customer expectations, b) consider the impact on customer’s time and BT resource in regards rigidity, c) think beyond a checklist, d) satisfy the needs of their customers?
I bet that bloke out of "my family" never has this issue - and don't get me started on Infinity....Virgin media is beginning to look more and more appealing (never had a problem with Virgin customer services in the past - holidays, mobile and healthcare - there is a theme about brand evangelists and customer loyalty here. Virgin treat their customers as honoured guests where you (BT) seem to think you have a god given right to provide service and customers are loyally bound to the brand – I have been a BT customer as long as I’ve owned my house (25 years ish), and remained loyal but this is not the way customers should be treated.

These people don't give a hoot. It's not about "developing a customer relationship" or meeting basic expectations.
Customers are treated as problems -- to be palmed off with a line (I have heard multiple stories as to what my oustanding fault is (2 months now and I phone every few days)).
They don't appear to communicate at all with each other -- even if you have phoned up every few days for months they will act as if that is the first time you have phoned. You will be asked the same questions again and again -- what type is your line box I have answered probably a dozen times recently. What is your telephone number when you have already dialled it in. I even went through a month or so last year when they were denying I was a customer. They don't record anything. They are completely disorganised. They go through the motions of a line test again and again to seem to be effectual. The indians are apologetic and you can believe it -- but the British aren't.
I think you've hit it on the head that the culture of the state owned monopoly BT has perpetuated (at least in the UK). They think we owe them a living.

Re: Poor Customer Service - BT Call Centres

Totally agree with everything you've said. Their support is totally awful and being based in India, no offense but they can't understand what you're saying or you can't fully understand them. They stick to a script that is unhelpful. One woman actually hung up on me as I was explaining my broadband problem! I tried to find somewhere to complain at BT but can't get past all the phone options and recordings - just go round in circles. But when they want their bill paying or want to sell you something, they're straight in touch with a UK based 'friendly' person...
They really are useless. Is Virgin or some of the other suppliers any better?

ryant704 wrote:
toekneem wrote:
Freddychopper wrote:
They really are useless. Is Virgin or some of the other suppliers any better?
Going by the problems and complaints in some of the other forums, the answer is NO
BT have 4x the number of complaints as their next big rival.
You might care to have a read:
http://consumers.ofcom.org.uk/2012/09/latest-phone-broadband-and-pay-tv-complaints-revealed/
http://www.bbc.co.uk/news/technology-15018161
http://www.pocket-lint.com/news/47716/talktalk-most-complained-phone-broadband-ofcom
http://www.moneysupermarket.com/c/news/unhappy-with-your-tv-broadband-or-phone-how-to-complain-and-h...
http://www.moneysavingexpert.com/news/phones/2011/04/talk-talk-worst-for-phone-and-broadband-complai...
toekneem
http://www.no2nuisancecalls.net
(EASBF)

I'm having a very difficult time trying to reach Apple Customer Service to make a complaint. Who knows who I can contact to get a straight forward response?

About once or twice every other week, I have to restore my iPhone becaues iTunes cannot "read" the content on my iPhone. I've called Apple, only to be directed to the Genius Bar who told me basically he didn't know what was wrong but he still gave me some tips about fixing it.
None of them worked.
Now here I am, losing pictures and wasting time because I have to back up my iPhone every day and hope that it will at least connect and then restore it when it doesn't connect.
The fact that Apple makes it so hard to make a complaint or talk to someone directly really offends and angers me as a customer. I have been using Apple products since I was 11 years old (bought myself the first Shuffle) and was very excited to finally get an iPhone. I've had it for two months and I have literally never hated a phone as much as I hate this one because of the constant time wasted just so I can use it.
Now, the problem is getting worse as I have to restart my computer a few times before iTunes will finally restore the iPhone.
There's nothing that can be done to get my time back and I understand that, I just want to talk to someone about how disappointed I am in Apple because of their incredible lack of customer service and that I will not be patronizing Apple again and I will tell my friends of my horror story with Apple and tell them not to purchase any sort of product from them.
Help with getting my iTunes to read my phone would be appreciated. I use a legally purchased version of Windows 7 on a PC.

Hello justvzzz-
I’m sorry to hear that your recent experiences with Best Buy have not lived up to your expectations. I’m also sorry to hear that your order for these gift cards was cancelled.
Our Price Match Guarantee here should be easy to benefit from, assuming that the price match is allowed under the terms and conditions of the guarantee. Certainly the service that you receive when contacting us, whether by phone, email or through the forums is important to us and it sounds like at least through the phone, we could have done better. If you run into future concerns around our price matching policy, please feel free to post here on the forums and we’d be happy to assist if possible with the issue.
I appreciate you taking the time to provide us this feedback and I will definitely document it for our upper management’s review.
Thanks for posting!

Amazingly bad service from call centre today - can...

Just spent 31 minutes on phone to the call centre in India. Must have explained a dozen times to different people that having been sent a brand new mark 3 router on Friday it doesn't work. No power from adaptor I'd suggest. BT's suggestions was to go to local market and buy a new adpator !!! Incorrectly palmed off to a BT vision help desk then back to broadband desk who started list of unplug it, wait for 2 minutes, plug it in... blah blah blah.
Please please if there is a BT moderator out there then send me a replacement router / adaptor. Your broadband is fine, works reliably and quick but your help desk is appaling if ever a customer needs help..
At least the old mark 1 router still works......
Solved!
Go to Solution.

you can contact the mods by completing the form http://bt.custhelp.com/app/contact_email/c/4951
you could try India again as it sounds like you got really bad help last time - they normally just replace the hub
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Harassing Verizon customer service phone calls for past due under 30 days!!

Ok, this is ridiculous!! I switched from ATT 6 months ago, who has way better customer service by the way because I just couldn't get as good of cell service in my office building as Verizon so I had to switch!
I have never had so many calls over 3 - 5 times a day to have a partial past due balance that is still 10 days away from being 30 days late!
This is horrible on a customer service level and I want to complain that other companies are not this RUDE!! Sorry if you are broke trying to build too many cell towers and infrastructure and one time that you can't afford carrying people's past due balances for another few days but this will make me switch back to ATT.

Ok, this is ridiculous!! I switched from ATT 6 months ago, who has way better customer service by the way because I just couldn't get as good of cell service in my office building as Verizon so I had to switch!
I have never had so many calls over 3 - 5 times a day to have a partial past due balance that is still 10 days away from being 30 days late!
This is horrible on a customer service level and I want to complain that other companies are not this RUDE!! Sorry if you are broke trying to build too many cell towers and infrastructure and one time that you can't afford carrying people's past due balances for another few days but this will make me switch back to ATT.

Kafkaesque Customer Service - Refusal to Escalate Complaint

Having been a skype customer for a decade, I am flabbergasted at how bad their customer service has become. It is simply kafkaesque. I had the temerity to change the billing card for my skype number - then some jobsworth decided to freeze my account. There followed a ludicrous verification proceedure (what month did you join skype, what was the credit card number you used ten years ago...). Having gone to some lengths to find this information, the jobsworth claimed I had failed the verification proceedure - but refused to tell me why! Apparently said jobsworth informed me that in spite of this number being rather important to me, the best solution was for me to close my account and open a new one and purchase a whole new number. So that in a few years' time, Skype can presumably lock me out of my account all over again. To add insult to injury, Mr jobsworth has refused my request to escalate this to a more senior member of the team, who presumably might have the capacity to see that my account should be unlocked. Or maybe not, consideirng they probably came up with the verification proceedure. I am now in contact with Ofcom about this as apparently the people working for skype don't seem to think their company should comply with UK company law. We're not even allowed to complain. Anyone else managed to resolve these ludicrously bad customer service issues? Is skype trying to lose customers? All I can find is other people experiencing the same thing, with comments promptly moved to other less conspicuous boards. I feel like screaming.

Did you bill it to the account?
If so, follow these steps:
"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."
If not,
You should try calling customer service. Ask for the freud department.

Horrible customer service, dropped calls and faulty products

Does Verizon offer partial credits to accounts due to defective equipment and inability to use their services? I received a new set top box that would not download my existing HBO and SHOWTIME accounts. After numerous calls on hold, dropped service calls and misdirected (on purpose) calls to billing in customer service to increase my services...I finally waited over one hour for technical assistance tonight to be told my new set top box was faulty and a new one would be sent in the mail. I asked about a partial refund because I could not use it during the least two weeks. I was told by the tech he would send a new box and put me in touch with customer service after explaining to them the circumstances and that supervisor would need that info for a partial credit to my account. A horrible customer service rep {edited for privacy} bluntly stated no partial credits and tech should not have said a partial credit was possible. By this time I was on the phone over one our and not a very happy customer. I asked to speak to a superior to which {edited for privacy} said they were too busy and a partial credit would not be possible for my two week period with faulty equipment. I demanded to speak with a supervisor and was put on hold for an additional 70 minutes. I am STILL ON HOLD!!!! This is no way to treat customers! I am disconnecting my call and BEG THAT A VERSION REP get back in touch with me to resolve this. Under what circumstances does verizon provide partial credit for a customer who has not been able to use it because the equipment is DEFECTIVE??? Hopefully new set top box is enroute..HOPE IT IS NOT DEFECTIVE!!!!!!

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you.Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".
Please keep all correspondence regarding your issue in the private support portal.

Anyone know how to contact anyone in Verizon headquarters? Since I'm not getting anywhere with Customer Service

I'd like to express how unsatisfied we have been with Verizon on an issue that has been ongoing now since March 14, 2014. It involves an upgrade on one of our lines. After all these months, phone call with customer service, Tech support, and visits to a Verizon stores, I would hope that there are ample notation on our acct but since I've had to explain the situation on a bi-weekly time frame, I would assume that no one has documented any contacts.
We've been with Verizon for few yrs now and I have always been very satisfied with Verizon who, up until now , always provided excellent customer service in their knowledge, concern, and customer satisfaction. But I have to say, every positive outlook I've had with your company has been wiped clean with the worst service we have received in the last few months.
We upgraded my daughter's phone on 03-14-14 with a Samsung Galaxy Mini from an Iphone 4s. Within 24 hrs, the phone failed. After 2 visits to a Verizon store the next day which took 6 hrs, we still had to return the next day to speak to a manager. The 2 stores advised us to make a CLAIM on the defective phone thru our insurance plan with Verizon. A CLAIM on a 24 hr old phone!! A 3rd visit with a manager finally convinced him to replace the phone with another new phone at the store. Within 2 weeks - issues began to occur with the replacement phone. Several visits more, several calls more with Customer Service, several calls more with tech support which adds up to soooo many of our time taken up to simple have temporary "fixes" is outrageous. If I billed Verizon for my time, perhaps the situation would have been resolved more quickly. Each visit lasts approx 2 hrs, each phone call approx 1-1 1/2 hrs. We are talking at least 2x a month for the course of 5 1/2 months. Plus the time it takes to get the phone back to where she needs it - contacts, apps, internet.
Not once were we offered a new phone or replace the phone. Not until today. Replace the phone with the same phone that my daughter has grown to hate. So basically a 3rd phone - same phone. She is not interested in this phone any longer. She dealt with this phone model for far too long.
Today we were offered to replace the phone with same phone, or pay for a refurbished Iphone 4. So basically she would be going back to her original Iphone 4s before the upgraded WITH a cost. So her upgrade was wasted, we'd paid over $200 for a defective phone, and would need to pay for an even older model Iphone 4 and have to pay for it. Why wasn't she offered a different phone within those 30 days after the upgrade and 6 visits?
Every rep at the stores, every rep in tech support would provide a different reason for the issue. Finally, tech support advised not to download apps. WHAT GOOD IS A SMARTPHONE IF YOU CAN'T HAVE APPS??? We are talking about a 20 yrs college student who attends school in another state. Do you know the trouble she has to go thru to visit a store? To find 2 hrs between being a full time student with 2 jobs to sit on the phone with a tech support or go to a Verizon store? Once-ok Twice-maybe BUT for 5 months?
She's not eligible for an upgrade. She will be stuck with a phone that she had grown to hate. And I with customer service which I've grown to hate.
Finally, The Edge. Trying to find a way to make my daughter happy, I spoke with 4 representative today about the Edge. Each rep gave me 4 different information. 1st rep advised Edge phone could not be used on another line so I could not use a line eligible for the Edge and give that phone to my daughter since she isn't eligible for the Edge. 2nd rep advised that although new phone thru edge must be used by same number that it was eligible for, we could use the current phone o that line for my daughter. My son currently has an Iphone 5 and is eligible for the Edge early upgrade. He would not have to return his Iphone 5 so my daughter could use it. However, all the lines would have to go to the More Everything Plan and share the Data between all our phone lines. 3rd rep advised the cost would almost double from our current $358 to go to the More Everything Plan so suggested to have 2 accounts vs just 1. 4th rep advised not every line needs to go the More Everything Plan, we could not keep the current phone, and my daughter could get a replacement phone but same phone or made exception to offer the Edge early upgrade to my daughter but only after we go thru the replacement program because the phone we send to Verizon has to be in good working order/no defects.
After 5 1/2 months, it is now Verizon that is indicating that we have a defective phone and can't accept it thru the Edge program or we would get billed approx $299 for a defective phone. After 5 1/2 months of me calling in about a defective phone that not one rep replaced because they "fixed" the problem ( by the way, a temporary fix is not fixing, if it was fixed I would have made those calls today or writing this email), I am now being told her phone is defective. She advised to get a replacement phone first, return the old phone, activate the new phone, then call in to get the Edge early upgrade. So my daughter would have to do all this, plus add contacts back, apps and whatever else she needs to use her phone just to turn around a couple weeks later and do it all over again with the new phone thru the Edge program. Once again, we are the ones having to be inconvenienced and go thru all these steps. Did I mention she is going to be studying abroad in Italy beginning Nov? So the idea of having to wait 2-3 weeks for a new phone and having only a week or 2 to test the phone to make sure it's working properly before she's out of the country doesn't sound appealing to me. Verizon has made us have a defective phone for 5 months advising it's in good working order after each and every "fix" but Verizon will not accept that phone if returned in the same condition as a phone in good working condition. Do you see the irony in that?
I have reached my limit and after 5 yrs of my brother in law trying to convince us to switch to AT&T where he works in their Corporate Office, I can honestly say I will not be sad to leave Verizon. Especially when one of your reps simply provided me with the contract end dates to provide to AT&T because they offered to buy out our contract. No effort in customer retention what so ever. That was a phone call on Thursday.
And yes, one of your tech reps tried to convince me of all the hassle it would be to switch and time AT&T would take to buy out our contracts but honestly it was the pot calling the kettle. I am not in the position to discuss hassle and time after 5 months of getting that with Verizon. Did I mention it's my brother in law so we would be getting special treatment and no out of pocket expenses to switch. It was my loyalty and satisfaction with Verizon that has kept me from switching all these years. Something Verizon clearly does not appreciate.
So can you guess where I am with confidence that your customer service department is knowledgable about the plans/offers? Where I am that I can trust what I'm being told?
I know this email is confusing and really hard to understand...perhaps now you will know how i've been feeling--lost and confused with all the mis-information, with a hit and miss phone, and out of time with all the 1 1/2 hr to 2 hrs EACH wasted on this issue.
On top of all this, I can't even find out how to file a complaint with anyone higher up than Customer Service.

Jneklason wrote:
~snip~
I know this email is confusing and really hard to understand...perhaps now you will know how i've been feeling--lost and confused with all the mis-information, with a hit and miss phone, and out of time with all the 1 1/2 hr to 2 hrs EACH wasted on this issue.
On top of all this, I can't even find out how to file a complaint with anyone higher up than Customer Service.
I hate to tell you this, but you didn't write an email. You wrote a discussion post on the Verizon Wireless Community forum which is a public peer to peer forum. Unfortunately since you didn't mark your post as a question, the VZW reps that roam this community won't ever see your post. Before you re-post it, don't. Duplicate posts get removed from the community.
I see there were several missteps both by the reps and yourself in your post. First you should have insisted on returning the phone within the 14 day return policy period. Second which Samsung Galaxy mini model did you purchase? The S3 mini or the S4 mini? Did you do any research prior to deciding on this device. The reps at that time deflected the easiest course of action, by trying to get you to replace the phone under insurance instead of returning the phone. The Early Edge payment option requires the current phone on the line using the early Edge must be returned to Verizon Wireless. Did you once considered going to a third party site like Swappa to purchase a gently used device for your daughter?

Bt you need to get your customer service and billi...

HI all just to let you know I have been with bt ( all 3 packages vision, broadband option 3 and telephone + the £5 each month free calls )
Until they tried to put all of the bills together all was fine I got all bills and went online to pay instant with card and or part direct debit for 2 of the 3 accounts. ) all no problems.
UNTIL!!!!!!
the change over back in July 2010.
After a 1.5 hours repetitive conversation with customer service ( and yes they where english speaking ) we are astill no where.
they now say that my bt broadband has a different account and has been sent to my landlord ( as he had to call them 3 yrs ago to get a line put in to my rent place)
any way the only problem is my broadband bill. I have not received any bill paper or email from July 2010 at ALL!!
I still get the bills for vision and telephone all in my name and gets paid direct debit I have no problems with those 2 its the broadband bill
Only to find last night my landlord came round irate that bt had cut him off because my broadband bill was not paid and he said its not his its mine ( this was lets say a slight confrontation with me and landlord) BT muck up again !!!!
Next I call today to speak to Customer service only for them to keep repeating that there is nothing they can do its in the landlords name.
I say I'm not bothered I just want to know why I was getting all bills and paying for them ON TIME until July 2010.
They then say they need to change the account holder to my name and I say but your sending me online email bill and paper billing for my vision and telephone why have you stopped the broad band.
Any way sorry for long story but I am seriously thinking of enough is enough now what with the first 18 months broad band connection problems ( exchange end had to re port 3 times their end) and 4 engineers. to get it sorted to now when BT change all account into one for this to happen.
LISTEN BT ITs now become a personal confrontational matter ( my landlord coming round)
ITS your problem your end GET it sorted.
If my only advice to anyone with BT
1GET account in your name same address if possible.
2. make sure BT know your mobile, and email addresses. double check each year when you renew contracts
3. WRITE EVERYTHING DOWN , name, time date who spoke to.
HERE COMES BIG COMPLAINTS LOOK OUT BT
also sent email to adam lee yesterday about this whole thing. Adam lee was who my landlord spoke to about the whole thing and so I think he deducted the wrong billing of my broadband to his account.
his email is ******* for any one else.
UPDATE:
when I check my online statements it shows all 3 accounts yet BT customer service say my broadband account has been disconnected?? DUHHHH im using it now !!
and funny thing is how can you pay a bill if the broadband says your bill is uptodate your next bill is due 16th October 2010 ( YES 2010 ..LOL)

Hi Hamish72
Thanks for comments
I totally agree as I run my own facebook custom fanpage design and webhosting so I know how customers what to be treated Key 1 I learnt is always listen and repeat back their question. and 2 solve the problem. 3 revert back to no: 1
UPDATE: just spoke to another customer service person called KAREN. Now this is not a name and shame in fact I have include her name as she sorted this all out in 30 mins totally understood and has 75% solved problem while on the phone. The other 25% is down to waiting to activation of a move over of the error of bt putting my broadband account under my landlords account ( different address ). Why the other CS couldn't do this I don't know.
any way will let you all know how it goes.

Re: Faulty contract phone and appalling customer service

I just wanted to come on here and share my latest experience dealing with EE Network, I was previously an orange customer and had the Samsung S2 on contract from them in 2012 so when it came up for re-newal in Febuary this year I looked round and decided to stay with Orange who have now merged with EE! This was not a problem as EE offered me a good deal on the Samsung S4 so I stayed with them signing up to a 2 year contract, This was in Febuary 2014 and it is now only May 2014, 3 months and the problems i have had are rediculous!! 1st I am being charged a monthly fee for not paying direct debit even though i DID setup a direct debit with them over the phone, I phone them once a month to have this removed the next month, I then start to have problems with the Samsung which keeps freezing and then does nothing until the battery is removed and replaced and then it takes ages to come back on, although I accept this is a fault with the Samsung S4, The point is it is supplied by EE and is being paid for monthly so it is in there best interest to deliver a great service and I will now tell you the service I have received! I rang EE customer services and explained the problem and was told to take my phone into the EE shop in my local Basildon town where the EE team would be able to replace the phone after checking the problem. I got up this morning and got my little girl ready, reset my phone, removed all pictures to laptop so as to not lose any, all apps removed and headed into town. When I got there they said they cant replace phones as its policy tom send them off and this takes 14 days at least, Now I will point out at this time that the team in Basildon EE store were excellent and made every attempt to help solve the situation and the issue is with the EE Customer Service staff at the call centre who seem to find it easier to hang up than help even hanging up on the manager of the EE Store! First the manager called EE from the store and explained the situation and they said they cannot do anything even if the phone is still under warranty, sorry not what trade desription act says as phone is not fit for purpose freezing all the time. The first call centre guy, M Farqan was rude and hung up on the manager, 2nd person Jo Quinn after alot of hustling and to and throwing offered a £30 discount on the bill which the manager accepted on my behalf but also requested what theyb are going to do about the faulty phone and she said it will need sending off. The manager said that i should never have been told it would be replaced by EE as it is not there policy to replace phones after 14 days. I am now left with a 3 month old phone that does not work properly, 6 months pregnant so contact is essential when i am out the house and i am still paying for the phone contract of a phone that does not function 70% of the time. I would never have stayed with Orange via EE if this was the case as they do not look after there customer and the call centre have zero patience for sorting an issue for a customer unless they are selling you a new product I will keep trying to sort this problem in the hope EE start looking after the customers they have whilst also advertising on the TV in papers for more and for now i will NOT be reccomending them to any of my friends or family

I assumed I was still with Orange and as Orange and T-Mobile had merged together it would give me more improved signal and customer servics.. NOPE! Customer Services;Crap signal and asically do not ask for a call back, do not ask to speak to a manager, do not expect the notes on your contract account to be up to dated each time you call with a problem and if you think EE will help sort out a faulty handset whithin it's warrenty (which is our customer rights) the first thing they advise is that you claim a new handset under your insurance!! Faulty Handset;If you protest that you are not going to claim via your insurance on a "Faulty" handset your next option is to send your phone off for 14 days with a basic standard handset replacement (which non of us have used since the 1990's). The other option is to pay a deposit of £60 for a basic smart phone whilst again waiting 14 days and the £60 is returned back to you when EE receives their smart phone back.. Why on earth it takes 14 days is a question when asked a simple reasonable reason/answer is av avoided.Or you can pay £25 to fast track with no loan phone and EE keep your £25!! As soon as I can I am going back to Orange!! When I was with Orange I always had full signal, excellente customer servies including notes on my account relevant to any prior problems. I always received call backs and call backs from a manager when promised and should my handset become faulty for whatever the reason they would come out the next day and exchange it. As previously a consultant and then technician for a well known mobile network provider for many years, Brendon no reply from yourself will be read.

LEAVING VERIZON - Lack of Customer Service Knowledge and Waste of my time

My son who has his own Verizon account for a year, and was a sub my account from when he was 15, went in on his account and some how was linked to our account. He was moving and requested a change in service, which changed ours, not his and it is a mess. Our service was disconnected, we were given a new phone number and our old number( for 17 years) has been disconnected, our bundle with Directv has been disconnected and I paid through Verizon and now Directv says I am past due! I call about 6 times, now help just a run around. I have wasted so much of my time and it has been an inconvience to me and our son son as he had to come out 2 times for a installer to connect his internet and wait for over 2 weeks to get it porcessed. I am done and over Verizon. Customer service you call, can't help and only redirect me to other depts.

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you.
Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions.
To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".
Please keep all correspondence regarding your issue in the private support portal.

What is Fios requirement to hire Tech Support / Customer Service?

Called Them on November 7 - to turn off my CAT5 WAN and turn on Coax WAN. response "I do not know how to do that - transfering you to customer service."
Called Them on November 8 - to turn off my CAT5 WAN and turn on Coax WAN. response "I will have to schedule an appointment to rewire the CAT5." - WHAT????
Called Them on November 9 - to turn off my CAT5 WAN and turn on Coax WAN. response "ONT Obsolete - Technical Supervisor will contact me - today November 14
Called them on November 14 - status of Technical Supervisor - to turn off my CAT5 WAN and turn on Coax WAN. response "PLEASE HOLD - Reading File." - Transferred to Billing Department.
I need to get a job here.... Must have good benefits....

Those reps are pretty much useless as they're spoon fed everything and if it isn't written down or in a knowledge base, you're just wasting your time with them.
DodgerCats wrote:
I also asked them if the update would install FRG22D rather than the build that ruined my phones last week, and they didn't even know what I meant by "build". All they said was "You should download the 2.2 update, your phone will run better." Then they disconnected my call when I kept pressing the question about the build. Also, when I called tech support last week, they kept telling me to take my phone to a store to get it flashed. I live in Los Angeles, went to 3 large Verizon corporate stores and NONE have these machines that tech support is talking about!
It doesn't appear that FRG22D will be a full build but more of a patch (only 1.6MB compared to the ~45 or 76 for the Froyo OTA) over the existing FRG01B build and only allows flash to be seen in the market and has a few security updates. As for reflashing the phone, all they need is a PC and google and they can put you back.

How long does it take for a cancellation fee to process? I just cancelled today and the customer service agent say the cancellation payment went through, but i see no charge on my credit card. On the website it say my cancellation is effective in march 16

How long does it take for a cancellation fee to process? I just cancelled my annual subscription to adobe audition today and the customer service agent say the cancellation payment went through of $74.90, but i see no charge on my credit card. On the website it says my cancellation is effective in march 16, 2015. So when will i be charged?

Hi ,
I'm very sorry to hear of the problems you have had moving to pay as you go.
Please can you give customer service a call and ask to speak to the pay monthly retentions team who will be able to fix this issue for you.
Click here for contact details.
Thanks
James

Customer Services India Call Centre Complaint

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