Customer support are the worst

Hello to all. I have HP Pavilion Elite that lost the driver for the bluetooth. I called the tech support to get the name of the company who made the bluetooth driver. I was transfered to India. They guy refused to tell me who is the name of the company even though he had the pc specific infront of him. He said i have to transfer you and he hung up on me. i called back and i asked for a manager. I man by the name of James again in India sd he's a supervisor and did the same he refused to tell me the mane of the company. I called back a different # and asked to speak to complaint department. i was transfered to India and the lady who answered said that we don't have a complaint department. Good job HP treating your customers like a crap and teaching your employees to lie. will never buy from you again.

Heil, I saw your post and forwarded it to the right people for their review. You should hear back from someone shortly via private message on this Forum.
KittyK - HP Support Forums Moderator
Clicking the "Kudos star" to the left is a great way to say thanks!
When your problem has been solved, accept the solution by clicking the "Accept as Solution" button to help other members in the future!
Rules of Participation

Similar Messages

Trying to update creative cloud, comes error: The installation program could not access the important files / directories. Try to run the installer again. (Error code: 43), please contact customer support. The same error comes updating Muse. Mac 10.9.5. W

Trying to update creative cloud, comes error: The installation program could not access the important files / directories. Try to run the installer again. (Error code: 43), please contact customer support. The same error comes updating Muse. Mac 10.9.5. What shall I do?

Alauda_positos I would recommend reviewing your installation log files to determine the exact directory which the installer is unable to access. You can find details on how to locate and interpret your installation log files at Troubleshoot install issues with log files | CC - http://helpx.adobe.com/creative-cloud/kb/troubleshoot-install-logs-cc.html. You are welcome to post any specific errors discovered to this discussion.
For information on how to adjust file permissions please see Error "Exit 6" or "Exit 7" | Install log | Read, write, system file errors | CS5, CS5.5 - http://helpx.adobe.com/creative-suite/kb/error-exit-6-exit-7.html.

The latest Skype and Windows 8.1 are the worst Conditions in laptops in the past 25 years

I have been a computer / laptop user for the past 25 years. No, I am not an expert or geek. This new Windows 8.1 and associated connections to the internet and Skype are the worst conditions that I have ever encountered. I have just purchased this laptop with these operating systems. I have spent the past 3 days and evenings trying to get onto my Skype accounts and still no success in being able to get to the open operating Skype page. All I get are requests for downloading new Skype apps. I have download every one of these apps and renewed the Skype program numerous times. I still cannot open my Skype account and see my contacts or awaiting messages or missed calls. YOUR NEWEST SYSTEMS SUCK!!!! Tony Wheeler

I have the same problem..using a laptop with Windows 8.1 I am thoroughly fed up with this Skype business...I cannot access my Skype page with my contacts...How do I do this

FIOS CUSTOMER SERVICE IS THE WORST AND I AM NOT INSTALLED YET FOR NEW SERVICE!!

So on May 20th I signed up for the triple play service for 59.99 with 2 year agreement with 4 tvs being installed with equipment, home phone service and internet/wifi. On May 25th I realized that I needed to change 3 of the boxes on my order to different ones so I called the 1800 verizon number and spoke with a woman agent who said she was able to make the changes and also wanted to verify on my order that I am getting everything that I am entitled to as a new customer to Fios so I told her okay. Never did this incompetent woman tell me that she was changing my ENTIRE ORDER. At the end of the call she said she made the changes to the equipment and gave me a confirmation number for the change.
Today May 26th memorial day, I receive an email from Verizon confirming the changes that they said I made to my ENTIRE PLAN AT 2:46PM. She cancelled out my original order I placed online and switched it to another plan that was much higher at 79.99 with additional services I did not request and the EQUIPMENT WAS NEVER CHANGE, the whole reason for my call. After reading the email and going back to the original email I received after placing my order on May 20th I called Verizon customer service. The woman I spoke to, again incompetent and unsympathetic to the situation couldn't tell me why my order was change. She couldn't tell me anything and was silent the most of the **bleep** time. (Don't these people work for the same company, she should have been able to see exactly what went on in her system.)
When she did speak she said she was reviewing what was different from the last order. I said there is only ONE order that I placed and the only changes that I wanted was for the equipment. She didn't say anything after that. So after almost 10 minutes of silence, I said well at this point are you able to make the necessary changes to change me back to the original plan I signed up for with the correct equipment I needed. She told me NO, plain out.
Are you kidding me! I never authorize the change of my package, only to the equipment and your telling me you can't do nothing about it. The woman showed no type of empathy for the situation, nor apologize on behalf of Verizon and the lady who screwed up my family order. It was like she didn't care and then said If I want to cancel the order she couldn't do that and that I would have to call back tomorrow May 27th and do so. (Shouldn't a customer service agent do whatever they could to KEEP YOU as a customer and not send you to cancel the order...big problem) I haven't been with verizon for many many years and thought I should give you people a try. The way this initial contact with this company has been has truly set the tone of how these people/company will treat me and my family for the next 2 years. This transaction has not been smooth and not somehting that I would rave about to my friends/co workers/community, I will tell them to NOT choose this company. I see now that Verizon customer service agents will add what ever they want to your account that you didn't authorize, tell you lies and not correct anything that they are at fault of.

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.

Can any of you readers direct me to a logical HP customer support area?

Short version: I bought an ink cartridge listed as "compatible" in my instruction manual (Deskjet 4160, cartridge is a 95 Tri-Color). Installed it. Got "incompatible" message from HP utility.
After many inquiries, tonight I got an email from HP telling me that (1) the cartridge is not compatible (2) I can exchange it for another 95 if I return it in its unopened original package. HELP! How would I know it didn't work unless I opened it to use it? If it's incompatible, WHY would I want another one? I can understand if this had been MY mistake, buying the wrong cartridge, but I have two different pieces of print material that state this cartridge is compatible. Can any of you logical folks out there offer some advice? And HP team...if you're reading this...can you make some sense of this request? For you masochists out there...I'm enclosing a copy of the latest, illogical correspondence from HP (it's below) Thanks much!!!
Thank you for contacting HP Total Care.
I understand you are experiencing an issue with HP Deskjet D4160 Printer. You are getting an error message as ‘Incompatible cartridge’ the cartridge was bought as a bundle packs of 3 cartridges two HP 98 and one HP 95.
At the outset, I apologize for all the inconvenience this matter might have caused you and at the same time I greatly appreciate that you have forwarded your concern and have given me a chance to assist you with this matter.
Helen, I would like to inform you that the cartridges which are compatible with HP Deskjet D4160 Printer are mentioned below.
HP 98 – Black ink cartridge.
HP 99 – Photo ink cartridge.
HP 93 – Tri-color ink cartridge.
To resolve this issue you can exchange the HP cartridge(s) that you own with those (different series cartridge) that may work for you. However, the cartridges should be in their sealed boxes. The exchange policy is limited to warranty terms and conditions.
To exchange the cartridge(s), please send a letter of request to the ISB Team (see address below), as we at email support are authorized to provide cartridge replacements only for same series cartridges.

Hi BeanieSue,
I'm new to this forum but I hope I can help you!!
This website seems to have the cartirdges that are accepted for each printer. I searched for yours (D4160 right?) and got this page.
http://www.shopping.hp.com/webapp/shopping/supplies_model.do?product_code=C9068A&aoid=5504&lang=en&c...
The Printer Model D4160 accepts the following cartridges
Black Cartridge HP98
Colour Cartridge HP93
Photo Cartridge HP99
There are some printers that accept both the HP95 and the HP93 like the C4100 here
http://h10010.www1.hp.com/wwpc/us/en/sm/WF08a/18972-18972-238444-421635-410635-1142450.html
In this instance the C4100 also accepts the HP 98 which is the same black cartridge that you need!
But unfortunately your deskjet is HP 93 only!!
Let me know if this helps at all.
Regards,
Although I am an HP Employee I am not expert on all products.
The views I express here are my own and in no way represent the views, opinions or strategies of HP.
I'm just trying to help out if I can.

What is the scope of Live Customer Support in the Software and IT Industry?

The Software and IT Industry is growing at a pace of 9.0% per year, with employment at Software consultancy and service firms projected to grow making it the second best industry to start and grow a business. With this pace of growth in the ruthless world of online business, only companies which succeed in creating their own niche will survive and make it big.
Surviving this kind of competition demands a change in business strategy to create a loyal customer base, i.e. a solid investment in repeat visitors. One tool that can bring about this change in business strategy is the use of Live Chat.
A Live Chat Operator’s role is a Software and IT Company website can be from navigation help and customer service to expert consultancy and making direct sales. Behind all of these roles though, is the constant element of the human touch on a website. Chat with a Live Operator can create an experience for web visitors which will make them come back. This creation of repeat web visitors will create a loyal customer base. This industry particularly relies on customer loyalty, since in the computers and electronics category repeat visitors are nearly 16 times more likely to make a purchase than new visitors with conversion rates of 23.12 percent and 1.49 percent respectively.
Apart from creating repeat visitors on Software Company’s website, Live Chat Operators can do the following:
1.     Win loyalty by providing top level service on your online store
2.     Provide real-time answers about models, year and price of the electronics or computers that visitors are looking for.
3.     Show items; push pages and take visitors directly to the model/price range they are looking into.
4.     Use three dimensional images to show products.
5.     Generate leads.
6.     Provide consultancy on items keeping in view customer needs and price range
7.     Update visitors on Promotional Offers,
8.     8. Improve Multitasking in Customer Service and Sales Staff.
Live Chat is a medium which takes online customer service to an unparalleled level; the days of static web information and the email black hole are long gone.
Source:
http://www.liveadmins.com

Hi Dkdinesh,
Excelent links provide by M.R.AshwinPrabhu!
In 2014, Microsoft will release BizTalk Server 2013 R2 (release date will be soon) and also will keep investing and improving Microsoft Azure BizTalk Services-
Microsoft goal in terms of Release Cadence of BizTalk Server is to have one major release every alternate year (the last one was BizTalk Server 2013, so you may expect a new major release in 2015) and one minor release every alternate year (that will be
designated R2, so the next on is BizTalk Server 2013 R2). The major release will have new features and themes and minor releases will have bug fixes, platform alignment and customer asks.
Sandro Pereira
DevScope | MVP & MCTS BizTalk Server 2010
http://sandroaspbiztalkblog.wordpress.com/ |
@sandro_asp
Oporto BizTalk Innovation Day | 14th March 2013 – Oporto, Portugal
Please mark as answered if this answers your question.

WORST CUSTOMER SUPPORT EVER + COMPLAINT

WORST CUSTOMER SUPPORT ISSUE EVER - I purchased an HP Laptop in Sept 2011. I had an issue with my SD card reader and some flickering upon Startup on my screen. I was on the phone with 3 reps only for them to tell me that bc I was calling from a Canadian line, they had to transfer me to a Canadian rep (after I had already spent 50mins with an "American" rep). I called the number that was on my HP Support Assistant. After being transferred to my 4th "Canadian" rep, I asked them to call me back asap on my landline bc my cell phone was dying. Waited 10 mins - NO CALL. Had to charge my phone to use my browser on it bc I was left in the middle of a trouble shooting issue with no access to the internet to then look up a Canadian HP support number. Now on the phone with my 5th HP support rep, had to re-explain my issues with my laptop, he remotely tried to troubleshoot my issues from INDIA (Jon) he says his name is, and still no success. Total time on the phone now with HP 2+ hours. I asked to speak to the supervisor. Put on hold for 20 mins. Then my landline cordless phone DIED. "Jon" calls me back and puts me on hold again but none of my phones have any battery life so I asked numerous times for a box to be sent to me and he kept telling me I had to HOLD for a supervisor in order to authorize for a box to be sent to me. I hung up. I repeatedly told Jon, we attempted all the troubleshooting and driver updates and that I had to get off the phone immediately. WORST EXPERIENCE EVER WITH A CUSTOMER SUPPORT LINE AND STILL NO REMEDY TO MY ISSUES. I don't even know where to send a complaint. My frustrations with this laptop and customer support are through the roof bc I still have no remedy to this issue. {Personal Information Removed} And who knows if a repair box is even going to get sent. This is not a good situation for a grad student dependent on their laptop. All my contact information is in the ticket number. Hope that if someone from HP ever contacts me in regards to this issue will have a quick solution as I have spent more than enough time on the phone with them.

You're a close second in the race for worst experience but I think I win. I purchased my Pavilion on 11/28/11, under Walmart's special return policy eff. 12/26/11. That meant I had until Jan. 10 to return. Didn't even open and register until after Christmas as it was a gift to myself. On the 8th, I encountered some issues, shut down, rebooted later , had the same happen again. Tried twice more and gave up. On the 9th, same problem, finally got a HP # from a neighbor's kid, b/c I couldn't w/o a manual or laptop. Got some iYogi company who checked for viruses, etc and tried to frighten me into buying more spyware. They were actually affiliated w/HP, I found later. After that waste of time, went to my neighbor's again to google a number, got the correct one and began my nightmarishish journey into HP hell. Christina kept me on the phone an hour that night, checking for problems, setting into motion updates which she told me should correct the problem. I told her I was just going to return it the next day but she said to wait, to give them a chance to correct the problems first. She felt sure the updates would do it. Updates ran all night and were still running when I returned from from work the next day! I called tech support and it just got worse from there. In 9 days, I talked / held (for12 hrs&35 min) to 14 reps. Only 5 of were not rude and could be understood, the remainder horrible, absolutely horrible. By wasting my time with these people and allowing them to railroad me with their repeated attempts at recovery, I missed my window of opportunity to return the piece of junk. Oh - the salt in the would was that on the 13th, I spent one hour holding until they finally figured out the HP was having technical problems. The irony....
Anyway, when I discovered I couldn't return it, I thought, surely they will replace it or refund my $$, after all they are the self proclaimed "pc leader". They can't just not replace it or give me a refund, can they? I mean, this is America, that's what you do. Little did I know that they do indeed have in place the dreaded 21 day policy I'd read about in complaint forums. Before I realized this to be true, I accused a couple of tech support staff of stalling while that period expired. They denied it of course, just asking for "another 5 minutes" of my time. Apparently this is part of the "HP process" after all. They hold you, your time and your laptop hostage until they're satisfied that you have no recourse but to allow them to repair it and return to you. Now - I will be stuck with this worthless piece of ****. Whether it works or not after it is returned to me, I don't care. I will buy another and try to sell this on Craig's list. I have no confidence in their product and will NEVER buy another or speak to another HP person as long as I live. I could go on and on about the ludicrous, pathetic service I received because it is almost unbelievable but I'm sure most already know how insanely loathsome it is.
There is only thing that could make me feel better about this experience and wasting my hard earned 359.00. That would be to locate an HP store, taking the piece of trash there and throw at someone, watching it shatter into a million pieces. Unfortunately, I can't even get that satisfaction, as the nearest store is 200 miles away. So instead - I'm going to copy and paste this complaint on every site even remotely related to electronics, including Walmart's, Best Buy, etc. I'm going to email it to all my friends, associates. And then I'll put it on Facebook. I do have a Case Manager # for you though, although I hope that surely by now you don't need it. {Personal Information Removed} Knowing these guys, though, you probably still have no resolution.

Worst customer support experience!

I bought a brand new Toshiba 40" (40FT2U) in January 2012. On April 4, it died. Toshiba reports that it is a failed Mainboard and would arrange for someone to replace the bad part. As of April 16, the part is still on back order and there is no eta on when it will be repaired.
I was escalated to Chris in Customer Support, who basically told me too bad. He asked me to send my sales slip over and he would contact the repair center 4 days from now. After that, he would call me back to advise how much longer it would take until it could be repaired. When I asked to speak to his manager, I was advised that he "had already answered that question" and he disconnected me.
I have called the Corporate Office and asked to have a manager call me back regarding both Chris' rudeness and on the repair experience I'm having regarding a brand new television. I don't actually expect anyone will call me, but I work as a Supervisor in IT Customer Support and can tell you that heads would roll if one of my staff spoke with a customer the way Chris spoke to me.

OH MY GOD!!!!! I am horrified reading this thread.
I am in the same boat as exactly 4 other users all quoting the same reply from customer service execs for the same Model.
I got a 40" 40FT2U1 LCD on 10th Feb. The TV died and failed to even turn on on 27th April. Since then I have been following up with the customer support and the only answer I get is the case has been handed over to the service partner Nexicor.
Toshiba refused to give an ETA on when the TV will be fixed pusing the responsiblity on Nexicor. Nexicor says the ETA is 24th May to the part to be available. Tech will schedule an appointment after that to come and fix the TC
I tried talking with two case manager they just keep saying that we have to wait for the part to come. Looking at the earlier replies in this thread, TOshiba is clearly struggling to get the spare in time to the repair techs.
I was completley disgusted when a case manager started counting 14 business days to make any other statement. I said stop givving rubbish excuses and put forth the exact situation.
Toshiba being the part provider should be able to stand and clearly say that the spare are not in stock. No product spare takes 4 weeks in backorder. In my case the mainboard is to be replaced.
I completely understand that electronics do fail and they can fail unexpectedly. However what matters is living to the brand name and providing good service in such situations.
I can definielty say that the Model is a lemon for sure considering the amount of failures that occur within the first 3 months of usage.
If you cannot repair the TV in reasonable time, replace the TV with another one of different model and comparable specifications.
Thats is how you stand behind your products , own responsiblities and provide customer support.
I too work in the a customer facing support environment and give excellent customer service.

Roadside Assistance Customer Service -- THE WORST!!!!

DO NOT under any circumstance waste your money getting the ATT Roadside Assistance Plan. Their Customer service is THE WORST that I have ever experienced!! I called and waited 40 MINUTES, just to talk with someone. It then took another 15 minutes of being put on and off hold for them to tell me that it was going to be 70 MINUTES before the tow truck was going to show up. I never received any kind of confirmation number, and fortunately I asked for the towing service phone number. When I called the towing service to confirm the real time, they told me that they did not receive any work order from ATT for the service! I called back ATT Customer Service, and waited ANOTHER 30 MINUTES just to speak with someone AGAIN. They then proceeded to tell me that there was NOTHING IN THEIR SYSTEM!! I then had to go over all of the same information that I gave to them 2 HOURS AGO!! They still did not give me any confirmation number. I asked to speak with a Supervisor, who I asked to give me an email address for a Manager. She put me on HOLD AGAIN. I am STILL on hold and my call has been over an hour. I do not think that they are going to pick up my call. The tactic of making me wait until I give up and hang up is ABSOLUTELY THE WORST CUSTOMER SERVICE ANYONE CAN RECEIVE. DO NOT WASTE YOUR MONEY ON THIS TERRIBLE SERVICE!!

It is NOT the unusual circumstance. ATT/Allstate Roadside assistance has, in the last two years, been able to complete a service request, and has TWICE left the stranded in the middle of nowhere. The second was TODAY, August 10, 2015. The staff is incompetent. When called out on their inability to read a map, and solve the problem, they put you on hold, and then some message about "Not receiving calls at this time," comes on, then you are cut off. I was on hold for 45 minutes this morning by RICKY in the Arizona call center (I was in the very center of Texas), he could not find a service center in the town nearest me, because there WAS no town. Just a long-closed general store. Finally, he found the town 8.8 miles from my location (I had to help with my iPhone GPS), three places, only one could do the tow, and then, only in two hours. That towing company was only FOUR MILES from my location. There is no Toyota dealership there. It was 70 miles from my home. He advised that I would have to pay a $29 out-of-pocket because of the distance. I asked if he could call Cameron, TX, my destination, only 16 miles away. That way, I might make it to hearing that was scheduled, or only be fashionably late. He huffed up. I DID take a tone with him. I told him that he would be solely responsible for keeping my business, as my previous encounter, June 2013, left me stranded, at midnight, in the West Texas ranch country, 18 miles from one town, and 22 from another, and they refused to help me then. So, Ricky, all hurt, I suppose, put my on hold, again. By this time, it had been 50m minutes. While he put me on hold the second time, I called again, but on my burner phone. I got the Ft. Worth, TX center. I explained what had transpired previously, still on hold for Ricky. THEN, I got the "no calls to this number" message, and Ricky cut me off. He should thank all the Saints in heaven that he is in Arizona. I continue with Karen in Ft. Worth. While she understands my ire at the current situation, she is of no more help. Karen tells me the same story about the our-of-pocket expense. No matter. I didn't want to be stranded in a one-horse town with no Toyota dealership, but consented to the tow and extra fee. AND, a two-hour wait for a tow company that was FOUR miles away. I got on the 4G network, weak signal and all, found and called a towing service in Temple, TX, some 35 miles away. The cost was MUCH more, but they would arrive 30 minutes before the ATT-recommended local knuckleheads, and would tow me to my dealership in Round Rock, TX, some 45 miles away. It cost me, but had I used ATT Roadside Assistance, and I use that term very loosely, I would have been stranded 75 miles from home, with a broken car, and a marginally-qualified shade-tree mechanic trying to fix a car that was out of his league (2008 Toyota Avalon). I paid, and I paid retail, but I got a real service. I'll be joining AAA, or Affinity Motor Club through Good Sam's this afternoon. ATT Roadside even accepts that they are no good. After the 2013 debacle, the Allstate Motor Club sent me $100 for my troubles. THEY ARE NOT GETTING OFF THAT LIGHTLY THIS TIME. I'll expect, as a minimum, $500, for four hours of lost work, which is a discounted rate, and a refund of ALL the premiums paid since I have been a member of this exortion program. l

Popped error said "We are having trouble verifying your membership. 04 Days Remaining. Please contact Customer Support."

As subject. How to solve the issue for the user who has the Creative Cloud Complete account?
The admin portal has her account indicates "Active".
I did chat with Customer Support, but she transferred me to Technical Support team, then the chat was dropped.
The Customer Support has the link here for me to submit the issue. So, here I am.
Need your help on this case.
Thank you.

There is issue with Adobe ID, please contact Adobe Support at Contact Customer Care, since you have CC for Team, you should contact CCT support to get it resolved.
Regards
Rajshree

I have CS 6 which requests I sign in to access my serial numbers, which I have already, and it fails to connect so that I cannot use the programs. How do I get past this, is there a direct line to customer support?

I have CS 6 which requests I sign in to access my serial numbers, which I have already, and it fails to connect so that I cannot use the programs. How do I get past this, is there a direct line to customer support in the UK?
Thanks

Sign in, activation, or connection errors | CS5.5 and later
Mylenium

Which are the document types supported by Portal's Search

I'd like to know which are the document types supported by Oracle Ultrasearch / Oracle Portal that looks for the information inside the document.
Thank you very much,
Regards

The document types supported are the same as those supported by Oracle Text.
It depends on the database version as to what document types are supported. Therefore if you check your database information, Text Reference, there is a Supported Document Formats section which should give you the information you need.

How to address poor customer support

In January, I ordered a Yoga 2 Pro. The laptop arrived and met my expectations. Approximately 4 weeks later it refused to boot up. I called Technical Support.
Technical Support was less than helpful. They had me try a couple things via phone, then told me the laptop was “dead” and Lenovo would replace. I inquired about the files I had stored on the computer and was told they were impossible to retrieve.
I called Customer Support, armed with this Technical Support Ticket Number and spoke with Nxxx. She was extremely helpful. She processed the Return Order and the Replacement Order. I discussed with her my desire to retrieve personnel files and she provided local Lenovo Support Centers and advised I call them. I did call. All Support Centers advised they could not open up this laptop and it had to go back to the factory.
The next day, I logged the order number and received the below status from Lenovo’s web site:
•   Order Date 2014/02/26
•   Estimated Ship Date 2014/03/10
•   Estimated Delivery Date 2014/03/12
Sometime between March 10th and 12th, I ran the order number again on Lenovo’s web site. To my surprise, the Ship Date had changed to 3/24 and Delivery 3/26. I called Customer Support to inquire. I was advised by the agent there were “parts issues”, thus the delay. I again attempted to discuss my frustration at the lack of Technical Support’s interest in pulling the files from the defective laptop. At the end of this conversation, I went to Lenovo’s web site and wrote a complaint regarding the situation with my lost files. To date, I have never received acknowledgement from Lenovo regarding this web site complaint.
Prior to March 24th, I again called Customer Support to verify the laptop was shipping out as planned. After much frustration with the agent, I requested to speak to a supervisor. I instead received a Lead, named Pxxx. I discussed the situation with Pxxx. He was very apologetic. He promised he would look into this situation and call me back the next day. He never did.
March 27th, I ran the order number again on Lenovo’s web site. To my surprise, the Ship Date had changed to 3/4 and Delivery 3/8. I called Customer Support to inquire. The agent who spoke with me apologized. She did research on your system and advised me the laptop would ship in 24-48 hours. I questioned why Pxxx never called back. She promised to send a note for Pxxx to call me back. He never called.
March 31st, I called Customer Support. The agent advised the Ship Date was 3/4. I requested to speak with a Supervisor. He advised a Supervisor would call me back before 21:00 EST. At 20:30 EST, Lxxx called. We discussed this issue. She apologized. I expressed my frustrations having to wait 6 weeks for a replacement for a defective laptop Lenovo sold in the first place. She promised to take this up with the factory the next day and call me to advise of the results. She did not call back.
April 1st, I sent an e-mail to Lxxx requesting status. I took a screen shot from the Lenovo web site. Ship Date 4/3. Delivery 4/7.
Today I again called Customer Support. I spoke with an agent who advised Ship Date 4/9. I asked to speak with a Supervisor. I was passed to a Lead named Pxxx. I asked him if he was the Pxxx who promised to call me back two weeks ago and never did. He neither confirmed nor denied that was him. He did not apologize for not calling. He did state he was the only Pxxx in the office. I expressed my frustration. I told him I spoke with Lxxx Monday and she never called me back. Pxxx passed me to Lxxx. I asked why she did not call me back as she promised. She apologized and stated she was busy. I asked if she received my e-mail yesterday. She admitted she was behind on her e-mails and did not know if she received it or now.
I am extremely frustrated with Lenovo for 3 reasons.
1.   The laptop sold me was defective. After it died, I did some searching on the internet and it appears this is a common problem. I am shocked Lenovo has not addressed this.
2.   Technical Support ignored my requests for assistance retrieving the files from the defective computer. The made no attempt to help. I can only assume the computer has been wiped and the files are gone forever.
3.   Your Customer Support system is set up to lie to people. I do not think the people at Customer Support deliberately lied to me. They were merely repeating the information available to them. This information is set up to give false shipping data based on a 2 week window. Two weeks does not sound bad. Surely you can wait 2 weeks. On February 26th , I was lead to believe the computer would be in my hands no later than March 12th. If Lenovo truly ships the computer on the 9th (current estimate), I will have waited 7 calendar weeks. I am confident, someone knew back in February this would take longer than 2 weeks. Had Lenovo been transparent from the beginning, I would not be as upset as I am now.
I would like very much a conversation with someone at Lenovo who can address these frustrations. To date, I have spoken with agents, leads and supervisors. It is clear these people are only repeating the information available on their computer screen. They do not have any ability to contact the projection facility or technical support to research the true answers for my questions.

Thanks for noting your concerns - I believe we have received your emails and a member of our exec relations team should be working with you to ensure resolution.
If you need additional help on this, please send me a private message.
Thanks
Mark
ThinkPads: S30, T43, X60t, X1, W700ds, IdeaPad Y710, IdeaCentre: A300, IdeaPad K1
Mark Hopkins
Program Manager, Lenovo Social Media (Services)
twitter @lenovoforums
English Community Deutsche Community Comunidad en Español Русскоязычное Сообщество

Dreamweaver customer support woes...

Hoping that someone at Adobe might actually read customer letters...
Bill Curry
Box 44, Port Maitland
Nova Scotia, Canada   B0W2V0
July 22, 2009
Shantanu Narayen
President and Chief Executive Officer
Adobe Systems, Inc.
345 Park Avenue 
San Jose, CA 95110-2704 USA
Re: Dissatsfaction with Adobe Service
   Case 0202204015
   Case 0303346809
   Case 0202270349
   Case 0181023140
I am writing to express my dissatisfaction with your product, your licensing structure and more particularly your customer service.
I am unable to run my copy of Studio MX 2004. I have attempted to install the software on my Mac Book Pro laptop, and the software returns an error code indicating it “has been activated too many times”. I can no longer run the software, and attempts to contact Adobe customer support over the last month have not yielded a response which would enable me to use the software I own, and have owned for some time. Currently this product is non-functioning and is of no use to me.
This problem has not been resolved.
At the same time as I tried to install this software, June 23, 2009, I called Adobe sales and was told by a customer service representative that I was eligible for an upgrade from Studio MX 2004 to a stand alone copy of Dreamweaver CS4 for the price of $199 US dollars. I agreed this would be easier than re-installing Studio MX 2004, and so placed the order on my credit card. I have since been charged $294.45 Cdn, which is the cost plus tax, shipping, duty and conversion of funds to Canadian dollars. When I received the copy of Dreamweaver CS4, I attempted to install it, the serial number returned a green checkmark, but the software then asked for the old serial number from MX 2004, and when I entered my serial number from my MX 2004 software, Dreamweaver indicated this was an invalid number. I called Adobe on July 9, 2009 and was informed that the original customer service agent had erred, and that my copy of Studio MX 2004 does not qualify for an upgrade to a stand alone product. I asked about returning the Dreamweaver product I had purchased, and was informed of your Letter of Destruction procedure, and the process to follow. I have followed your instructions to the letter.
I have returned your product Dreamweaver CS4 via the LOD and expected repayment of monies under your return policy. I contacted your company about returning your product but I have gotten no response regarding this issue other than the fact you have received my LOD, it has now been almost a week since this last communication.
I have made four complaints to date through your Customer Service Portal.
On your website you advertise a 24 hour response time. Two of my claims
have been open since June regarding the installation issue of the Studio MX 2004 software, and have simply been unaddressed other than to tell me to call Technical Support, which I have done with no resolution – and twice after being on hold for more than an hour I was disconnected. Two of the cases have been opened by Adobe staff in order to respond to my issues, but I have now been waiting over a month to have someone give the proper code so I might re-install my copy of Studio MX 2004. I find this a completely unsatisfactory response time.
I have telephoned your company eight (8) times since late June. During those
eight calls I have been placed on hold for an unreasonable amount of time.
During my calls I have been disconnected numerous times.
I have called Adobe Corporate Headquarters twice. When I called headquarters I was placed on hold each time, routed through to customer support and my problems were still not resolved.
When I contacted your first agent, on June 23rd, they assured
me that I would be upgraded from Studio MX 2004 to stand alone Dreamweaver CS4.
I have since been informed that this was promised to me in error. I expect
that this promise be fulfilled as I am currently unable to run Studio MX 2004.
I used to be very impressed with Adobe products having owned Photoshop 3 and
having upgraded from PS 3 to 5 to 7 to CS 3 to CS 4. Up until now I have had
no complaints. However, this experience has caused me to reconsider my
loyalty to your products.
While my complaints with your products are of a personal nature, my
experience will affect the use of your product at my place of employment.
As Director of Tri-County Regional School Board in Nova Scotia, Canada,
and formerly as Technology Consultant for the Board, I make major decisions
regarding software that is run in all of the English speaking elementary,
middle and high schools in Yarmouth, Shelburne and Digby counties, Nova
Scotia, which encompasses over 8000 students.
The School Board currently owns hundreds of copies of Adobe products, and I personally own a 50 license copy of CS3, which I use when in-servicing staff.
If I do not receive a prompt and satisfactory remedy from your company I
will recommend that all of the schools under my care cease using any Adobe
products. I will report my experience to the Nova Scotia Department of
Education and recommend that all schools in Nova Scotia cease using Adobe
products.
As I have not yet received any response from your company about my
complaints, I have contacted the Better Business Bureau regarding customer service issues and VISA regarding the Dreamweaver CS4 purchase and return via LOD.
In conclusion, I am seeking the following remedies from your company:
1. A written apology for poor customer service
2. an upgrade from Studio MX 2004 to stand alone Dreamweaver CS 4
3. Monies owing from the return of my original purchase based on your agent’s representation in the amount of $294.45 Cdn.
I hope that this matter can be resolved promptly and in a satisfactory
manner. If it is not, I will stop using any of your products and recommend
they be pulled out of the schools in my board and throughout the province.
I look forward to your immediate response.
Sincerely,
Bill Curry
By Fax: 408-537-6000
Cc
Ann Lewnes
Senior Vice President of Corporate Marketing and Communications
Kevin Burr
Vice President, Corporate Affairs and Communications

Bill,
I don't want to imply in any way that you have not been treated badly, because you have been. I hope you won't really take steps to deprive the students of your district the opportunity to learn Adobe applications which are industry standards and arguably the best available for many tasks.
I noted that your problem started initially with an Activation issue. Did you see an option to call activation support (activate by telephone) on the error screen? I've not had to do that with Dreamweaver, but I have with InDesign, and the experience was not unpleasant at all.
It is important to note that the activation number is a separate call center, not connected to "customer service" in any way (though it, too seems to be located in India). I think it's been about two years now since I had a problem (hard drive replacement, as I recall), and I called the number. The representative asked me for my serial number and why I needed to have my activation reset, and I was up and running again in five minutes. I've heard other customer service horror stories, but never any about the activation center. The only reason I can imagine for not receiving help with activation would be a pattern of excess activations in a short period that might be considered fraud. Is it possible you have been switching the activation between machines on a regular basis (not to commit fraud, but to allow you to work with properly licensed software in multiple locations)? Again, I don't know anything about the MX suite, but InDesign has a "soft" limit of, I believe, 20 activations before you must call and explain yourself. That counter resets automatically after a (unknown to me) period of time to allow for things like hard drive failures and system upgrades.
Again, there is no excuse for what you have experienced, but I'm not entirely surprised by some confusion about the different licensing criteria involved with pre-acquisition Macromedia products (which I believe Studio MX would be), and post-acquisition versions. I'm not entirely sure anyone knows what is allowed, what versions can be upgraded to what other versions, etc. It's possible to find conflicting information, I think, on different pages at Adobe.com, and the rules are even muddier outside the US. I agree, though, that if a representative promises you that you are eligible for an upgrade, the company has a responsibility to provide you with a working product at the upgrade price, even if it means shipping a full retail version.
I wish you luck.
Peter

Serial number problem - no replies from customer support. What to do?

Hello
I'm having a problem for the serial number validation. After the successful Acrobat Pro XI installation, I have entered the licence and the message "we are unable to validate this serial number……" is displayed. Since I would like to contact the customer support, but the chat is never available, has anybody solved this problem before?
Thank you

Are you entering the serial number or a number used to get the serial number. I think that Adobe may be changing the way that the serial numbers are distributed and it may be that you have a chit (as you might call it) to retrieve the S/N. Check the information sent carefully. If you are installing an upgrade, then it may be looking for the S/N of the previous version, not the new one.

Customer support are the worst

Similar Messages

Maybe you are looking for