DELAYED ORDER 130810-***** PHONELINE FAULT, POOR I...

Hi,
Sorry to raise an old incident back up. Incident will give you background to my present complaint. Which I believe is connected.
Still having severe phone, Internet issues.
1) If watching supplied Youview box, either on demand and the phone rings. We loose the TV. Likewise, if we are on the Internet and the phone rings we loose Internet.
2) Two of us cannot use the Internet at the same time - there seems to be no capacity for multi use.
We currently dread our phone ringing as we know we are going to loose something or everything.
3) I was promised compensation for the inconvenience. There appears to be no record of this or credits issued to my account. I was not expecting to have paid a bill in October for £89.00 for services I do not receive during the 3 months I was without a working package.
I do hope a quick resolution can be achieved for a very long drawn out affair.
Thanks in advance.

Welcome to this forum.
This is a customer to customer forum only, where forum members, who are only BT customers, can help each other with BT Retail products and services.
Anything you post here does not go to BT. Although the forum is moderated by BT, not all posts are read.
This is a public forum which can be viewed worldwide, so please do not post any personal information, especially phone numbers, fault numbers, address information or email addresses, as this could be used to impersonate you.
If you have posted such information, then please edit your post, and delete it.
Thanks
I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are a UK based team of people, who take personal ownership of your problem.
Once you get a reply, if you click on their name, you will see a screen like this. Click on the link as shown below.
Please do not send them a personal message, as they may not be on duty for a long time, and your message will not be tracked properly.
For your own security, do not post any personal details, on this forum. That includes any tracking number you are give.
They will respond either by phone or e-mail within 5-6 working days.
Please use the tracked e-mail, to reply, not via the forum. Thanks
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

Similar Messages

Broadband speed after phoneline fault fixed.

How long does it take for broadband to get back up to speed after a phoneline fault has been resolved?
Our phone fault has just been fixed after being out for more than a week. The broadband remained connected but cripplingly slow. Now the phone is back the bb is slightly better but nothing like it's old speed.
I appreciate that it may take a while but any idea how long?
Thanks.

please can you post the adsl stats from your router you may need to 'show detail' to get all stats (if hub enter 192.168.1.254 in your browser and navigate to adsl or if HH4/5 then go to troubleshooting then logs and you are looking for 2 line together when hub last connected to internet and they will show your connection speed and noise margin or if netgear enter 192.168.0.1). Then run btspeedtester (MAC users may have problems). when first test completes then run diagnostic test and post the results ( do not reset the router).
are you connected directly via a filter to the NTE5 master or test socket or to somewhere else? Is the master the only phone socket in your home?
Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone. if cordless phone you may hear a 'dull hum' which is normal
Someone may then be able to offer help/assistance/suggestions to your problem
If you like a post, or want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side of the post.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

MacBook Pro with Retina display delayed order

I ordered mine on Aug 7 and the status kept showing "processing order" and estimated delivery of Aug 20-27. When I called to check what was happening, I was told the order should be shipped in a day. The next day, I get an email from Apple saying "order delayed" and now the estimated delivery is Sept 9.
It's going to be more than a month since order. Is anybody else in the same boat??
I ordered from Apple Education Store.

There have ben multiple problems with various parts of the rMBPs. Screen problems to name just one. Maybe Apple is holding orders until these problem can be rectified.

Cancelling a long delayed order

Hi
I ordered a line rental, calls and broadband package on 3rd August which was due to be completed on 30th August. I understand that the order has been delayed but I am now fed up of waiting and would like to cancel my order and take my business to a company who will actually keep me informed FROM THE ORDER DATE about what is happening. I am studying a long distance degree, I cannot be without a phone line and internet connection at home for any longer.
Sorry if my tone is a bit sh@*~ty but its incredibly frustrating.
Thanks
Katie

HI sorry you are having such a problem I suggest you contact the forum mods on this as they will be able to get this sorted for you this is a link to them
http://bt.custhelp.com/app/contact_email/c/4951
they normally reply by email or phone directly to you within 72 hours
They are a UK based BT specialist team who have a good record at getting problems solved
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’

Infinity order delays and confusion

Hi,
I am hoping someone from BT will read this post and urgently get back to me personally with an accurate and honest update on my order. I have spoken to numerous people in the contact centre's who have provided me with no confidence about my order.
I originally ordered New Phoneline & Infinity on the 14th August to be installed on 6th September. I received a call a few days later saying the 6th wasn't possible and the appointment was now going to be the 10th September.
I called the team back who had left me a voicemail advising of the change in appointment and confirmed that on the 10th September that both Phone + Infinity would be installed. I was told the delay was due to a line plant availability issue which needed another engineer to deal with, before my order could progress.
A few days later again, I checked BT.com and it still showed the 6th September activation date and appointment date for both Phone + Infinity, so I called the Contact Centre to see what was happening. I was informed that the Infinity would not be installed on the 10th Sept, as only the Openreach engineer was going to be available on that date.
I was told that the person who I spoke to about the appointment change to the 10th was wrong and that Phone + Inifinity was never going to be installed on the same day. I was also informed that no appointment was set for the Infinity, so at this stage I was only going to be having phone line on the 10th and the infinity was still to be arranged. I therefore had to choose a later date for the Infinity, so I opted for Tuesday 13th September.
After this, my bt.com order tracking page showed only the activation days, which are both still showing as 6th September (even as of today) and no appointments are listed at all.
Today (6th September) I received an SMS saying my phoneline was being activated today, again confusing me as I know (or thought) that there was no appointment for phone line booked for today. Again, another call to the contact centre. This time I was advised my order had actually been cancelled. This annoyed me as you would expect. The agent then went on to confirm with Openreach and came back and retracted his statement and confirmed there was indeed an appointment for the 10th September for my phone line. He wouldn't however confirm my Infinity would be installed on the 13th September.
I currently have little confidence that my phoneline will be activated on the 10th and have zero confidence that my Inifity will be installed on the 13th September, likewise, I have no confidence that my bill will be correct given I have had SMS's and updates and BT.com still shows the 6th September for activation for both Phone line and the Infinity.
I would really appreciate it if someone from BT can get in touch with me to clarify exactly what is happening with my order, provide me with assurance as to when I will have a working phone and broadband service and also explain why I have received such a confusing order process.
Many thanks in advance,
Stephen

Hi Stephen,
I am really sorry for the confusion here. I can understand that this would start to become annoying given everything you have been told.
The SMS message and the bt.com are still working off the original details. If you have spoken with someone confirming that the dates have changed then this is the most uptodate info and the website and SMS should be ignored.
I'll be happy to have a look over the order and clear everything up and keep an eye on its progress until its closed.
Could you drop me in an email please? Use the 'contact us' form in my forum profile under the 'about me' section. You can find it by clicking on my username.
Thx
Craig
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)”
td-p/30">Ratings star on the left-hand side of the post.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Infinity Order Delay - Worried

Hi folks,
Hoping someone can advise me on what to do here, because I am starting to stress out a little bit over my current situation.
Firstly, my back story. I'm currently a BT Broadband customer, but I am moving to a new home where BT Infinity is available, so I ordered the BT Infinity 2 package. I was originally hoping to move on the 10th Dec, but BT told me that the earliest they can move my connection over to my new place is on the 19th due to requiring an engineer visit. Now for an average person, that just means 9 days without internet, no big deal right? Not for me though because in my case, I work full time online. If I'm not able to work, I lose money.
So I delayed my move to the 19th thanks to my current landlord who is letting me stay a bit longer, although it does mean I'm having to double up on paying rent for two different properties since I have already signed the lease for my new apartment.. but it's ultimately cheaper than me taking those 9 days off.
Anyway, the issue and the reason I'm here today is because I just received an email with the following message:
A survey is required by our engineers before we can progress your order, this will result in a delay in us providing you with BT Infinity Broadband service.
We apologise for the delay and can assure you we are working as quickly as possible towards a solution, we will be in touch as soon as we have a further update.
You can track the progress of your order by visiting www.bt.com/myorder, using your order number [removed for privacy reasons]
Due to my online profession, this email is very worrying for me. I do not know how long this delay will be, or when my order will actually be completed. I've heard horror stories of delayed orders taking weeks to complete, and with it being so close to Christmas, I'm worried I'm about to suffer the same fate. The order progress on the website however still shows the 19th as being the date in which my service will be activated, along with the engineer visit.
I was hoping today to finalise my removal services so that I could be at my new place on the 19th, but now I don't know what to do because I don't know now whether I'll need to extend my stay here further just so that I have a working connection or not. I only have another day or two before that choice is no longer an option. I really hope there's a way to escape this fate, even if it means changing my package so that an engineer visit isn't required. Anything just to have the connection set up by the 19th or at least within a couple of days of that date, as I cannot afford to take time off work, nor can I afford to keep paying rent for two different properties just for the sake of maintaining an internet connection.
If anyone has any advice on what to do in this unusual situation, please let me know. The move itself is already stressful enough, but this is definitely pushing my stress levels through the roof.
Best regards,
X.

I am just a regular user with a residential line/package. I just tried using the phone number they've given me for my new place on the BT business website, but it says that BT business is not available in my area yet oddly enough. Furthermore I do use my connection often outside of work for gaming.. etc, so not sure if I would suit a business line regardless. (To be honest, I don't really know the differences between the two.. but it seems like it's not an option regardless)
My main concern right now is getting a connection up and running by the 19th (or at least before Christmas) at my new place, even if it means having to change my Infinity 2 order to a lesser one, if I can even do that. (I wouldn't be overly happy with doing that, but a working connection is more important than having to potentially wait weeks after the 19th for one)
Would an Infinity 1 package require an engineer visit? Or would this whole "delay due to an engineer survey" thing affect that too? Also is it normal that my order summary page still shows the 19th as my activation date, despite the email stating a delay? The agent on the phone did mention that an engineer would be in the area prior to that date, which is why I had to wait 'til the 19th in the first place despite originally being quoted an earlier date previously. (I ordered originally on the 24th Nov.) I'm really confused and unsure of what to do right now.. because my whole move is resting on this pretty much. I should note that my new place apparently has the rare FTTP packages available, allowing me to choose Infinity 3 or 4. I'm assuming that changing my order to one of those will not change anything though?
Thanks for your advice so far, much appreciated.
Regards,
X.

XML Parsing attributes with encoded ampersand causes wrong order

Hi all,
I am writing in the forum first (because it could be that i am doing something wrong.... but i think it is a bug. Nonetheless, i thought i'd write my problem up here first.
I am using Java 6, and this has been reproduced on both windows and linux.
java version "1.6.0_03"
Problem:
read XML file into org.w3c.dom.Document.
XML File has some attributes which contain ampersand. These are escaped as (i think) is prescribed by the rule of XML. For example:
<?xml version="1.0" encoding="UTF-8"?>
     <lang>
          <text dna="8233" ro="chisturi de plex coroid (>=1.5 mm)" it="Cisti del plesso corioideo(>=1.5mm)" tr="Koroıd pleksus kisti (>=1.5 mm)" pt_br="Cisto do plexo coróide (>=1,5 mm)" de="Choroidplexus Zyste (>=1,5 mm)" el="Κύστει&sigmaf; χοροειδού&sigmaf; πλέγματο&sigmaf; (>= 1.5 mm)" zh_cn="脉络膜囊肿（>= 1.5 mm）" pt="Quisto do plexo coroideu (>=1,5 mm)" bg="Киста на хориоидния плексус (>= 1.5 mm)" fr="Kystes du plexus choroide (>= 1,5 mm)" en="Choroid plexus cysts (>=1.5 mm)" ru="кисты сосудистых сплетений (>=1.5 mm)" es="Quiste del plexo coroideo (>=1.5 mm)" ja="脈絡膜嚢胞（>=1.5mm）" nl="Plexus choroidus cyste (>= 1,5 mm)" />
</lang>As you might understand, we need to have the fixed text '>' for later processing. (not the greater than symbol '>' but the escaped version of it).
Therefore, I escape the ampersand (encode?) and leave the rest of the text as is. And so my > becomes >
All ok?
Symptom:
in fetching attributes, for example by the getAttribute("en") type call, the wrong attribute values are fetched.
Not only that, if i only read to Document instance, and write back to file, the attributes are shown mixed up.
eg:
dna: 8233, ro=chisturi de plex coroid (>=1.5 mm), en=кисты сосудистых сплетений (>=1, de=Choroidplexus Zyste (>=1,5 mm)Here you can see that 'en' is shown holding what looks like greek, ... (what is ru as a country-code anyway?) where it should have obviously had the english text that originally was associated with the attribute 'en'
This seems very strange and unexpected to me. I would have thought that in escaping (encoding) the ampersand, i have fulfilled all requirements of me, and that should be that.
There is also no error that seems to occur.... we simply get the wrong order when fetching attributes.
Am I doing something wrong? Or is this a bug that should be submitted?
Kind Regards, and thanks to all responders/readers.
Sean
p.s. previously I had not been escaping the ampersand. This meant that I lost my ampersand in fetching attributes, AND the attribute order was ALSO WRONG!
In fact, the wrong order was what led me to read about how to correctly encode ampersand at all. I had been hoping that correctly encoding would fix the order problem, but it didn't.
Edited by: svaens on Mar 31, 2008 6:21 AM

Hi kdgregory ,
Firstly, sorry if there has been a misunderstanding on my part. If i did not reply to the question you raised, I appologise.
In this 'reply' I hope not to risk further misunderstanding, and have simply given the most basic example which will cause the problem I am talking about, as well as short instructions on what XML to remove to make the problem disappear.
Secondly, as this page seems to be displayed in ISO 8859-1, this is the reason the xml I have posted looks garbled. The xml is UTF-8. I have provided a link to the example xml file for the sample below
[example xml file UTF-8|http://sean.freeshell.org/java/less2.xml]
As for your most recent questions:
Is it specified as an entity? To my knowledge (so far as my understanding of what an entity is) , yes, I am including entities in my xml. In my below example, the entities are the code for the greater than symbol. I am under the understanding that this is allowed in XML ??
Is it an actual literal character (0xA0)? No, I am specifying 'greater than' entity (code?) in order to include the actual symbol in the end result. I am encoding it in form 'ampersand', 'g character', 't character', 'colon' in order for it to work, according to information I have read on various web pages. A quick google search will show you where I got such information from, example website: https://studio.tellme.com/general/xmlprimer.html
Here is my sample program. It is longer than the one you kindly provided only because it prints out all attributes of the element it looks for. To use it, only change the name of the file it loads.
I have given the xml code seperately so it can be easily copied and saved to file.
Results you can expect from running this small test example?
1. a mixed up list of attributes where attribute node name no longer matches its assigned attribute values (not for all attributes, but some).
2. removing the attribute bg from the 'text' element will reduce most of these symptoms, but not all. Removing another attribute from the element will most likely make the end result look normal again.
3. No exception is thrown by the presence of non xml characters.
IMPORTANT!!! I have only just (unfortunately) noticed what this page does to my unicode characters... all the the international characters get turned into funny codes when previewed and viewed on this page.
Whereas the only codes I am explicitly including in this XML is the greater than symbol. The rest were international characters.
Perhaps that is the problem?
Perhaps there is an international characters problem?
I am quite sure that these characters are all UTF-8 because when I open up this xml file in firefox, It displays correctly, and in checking the character encoding, firefox reports UTF-8.
In order to provide an un-garbled xml file, I will provide it at this link:
link to xml file: [http://sean.freeshell.org/java/less2.xml]
Again, sorry for any hassle and/or delay with my reply, or poor reply. I did not mean to waste anyones time.
It will be appreciated however if an answer can be found for this problem. Chiefly,
1. Is this a bug?
2. Is the XML correct? (if not, then all those websites i've been reading are giving false information? )
Kindest Regards,
Sean
import javax.xml.parsers.DocumentBuilderFactory;
import org.w3c.dom.Document;
import org.w3c.dom.Element;
import org.w3c.dom.NamedNodeMap;
import org.w3c.dom.Node;
import org.w3c.dom.NodeList;
import org.xml.sax.InputSource;
public class Example
    public static void main(String[] argv)
          try
               FileInputStream fis = new FileInputStream("/home/sean/Desktop/chris/less2.xml");
             Document doc = DocumentBuilderFactory.newInstance()
             .newDocumentBuilder()
             .parse(new InputSource(fis));
               Element root = doc.getDocumentElement();
               NodeList textnodes = root.getElementsByTagName("text");
               int len = textnodes.getLength();
               int index = 0;
               int attindex = 0;
               int attrlen = 0;
               NamedNodeMap attrs = null;
               while (index<len)
                    Element te = (Element)textnodes.item(index);
                    attrs = te.getAttributes();
                    attrlen = attrs.getLength();
                    attindex = 0;
                    Node node = null;
                    while (attindex<attrlen)
                         node = attrs.item(attindex);
                         System.out.println("attr: "+node.getNodeName()+ " is shown holding value: " + node.getNodeValue());
                         attindex++;
                    index++;
                    System.out.println("-------------");
             fis.close();
          catch(Exception e)
               System.out.println("we've had an exception, type "+ e);
} [example xml file|http://sean.freeshell.org/java/less2.xml]
FOR THE XML, Please see link above, as it is UTF-8, and this page is not. Edited by: svaens on Apr 7, 2008 7:03 AM
Edited by: svaens on Apr 7, 2008 7:23 AM
Edited by: svaens on Apr 7, 2008 7:37 AM
Edited by: svaens on Apr 7, 2008 7:41 AM

Fault message in Asynchronous messages - SXMB_MONI in PI problem

Hello,
I am working on File to Proxy asynchrnous interfaces. I am using fault message type on inbound message interfaces.
I have done all the configuration according to below link
/people/shabarish.vijayakumar/blog/2006/11/02/fault-message-types--a-demo-part-1
After raising the exception, I can see messages are being failed in ECC , but in PI moni, message status is successfully status.
I want PI message status "Application Error".
Any idea.
Thanks in advance.

Just letting you know fault message is not something message could not be processed or due to system error mesg failed or so.
Using fault message to show business errors for the application. Example if the request message does not have purchase order number, then fault mesg could be "Purchase order is missing". In this case, Pi will respond with fault message. But this is successful processing end to end.
Basically you get response from ECC as fault message not wrong in it. SO PI will show only success log.
Dont confuse messages failing due to system downtime or network issues or firewall issue with application or business logic errors. Hope that helps.

Management Purchase order in ERP

Hello,
I ve been searching any cockpit, management view, to control the purchase order.
In other words, I want to know what are delays orders, the order should be executed... whatever...
Probably, there is something standard like md06 to production order.
What could you suggest ?
Thank you for your replie!

Hi,
     You can use some List Displays TRC: (For example: ME2L, ME2N).
    Pls set 'WE103' (Open good receipt) to Selection parameter and system date to Delivery date to.
    But this TRC may take long time.   This case you need input document date, plant etc.
   Pls try.
Regards,
   Gaito

Unable to order Infinity and getting the run-aroun...

Hi All,
Bit of a weird one, but hopefully someone can shed some light on it.
First of all, I will state that according to the website and all the agents I have spoken to, I can receive Infinity at my property.
Recently, I moved house into a brand new property. At my last property I had Infinity installed and was receiving a great service. When I moved into my new property, the guys on the phone at BT informed me that I could not order broadband until I had a working phoneline- I ordered a phoneline, which had to be installed/connected by an engineer. I was happy with this, knowing that I could order broadband as soon as it was installed. The installation day came and went, the phoneline was installed and I could make and receive calls. This is where the frustration started- I phoned again to ask for Infinity to be ordered, which they did- however needed to book an engineer to come out once again. The person on the phone informed me that there was an error on the system and that I would receive a call the following day from someone confirming a date for the engineer visit. This never happen, so about two days later I called back, the person apologised and tried to place the order again, again informing me that there was an error on the system. They suggested that I should order standard broadband because sometimes with new properties it helps the address become registerd with whoever book the engineers for Infinity, this seemed strange- but I went with and ordered standard broadband. The connection day came and I arrived home that evening to find the modem all lit up and access to the internet via my computer. So, I once again called BT to place an order for Infinity, but as before there was some kind of error booking the engineer and the told me I would receive a call the following day, to which I didn't. This happened a further 2-3 times, to which yesterday I called again and informed them that I was being promised calls from people to book the engineer but no one ever called, so could I please have the direct number, which they refused informing me that they did not have a direct number. So I waited again, which brings us to today where I have still not received a phonecall from anyone to book this engineer and everytime I call they try to reorder Infinity, receive this mysterious error, promise me a call back (which never happens), then repeat the entire process when I call them back.
It's getting really frustrating now and I'm sick of calling them because as I know what they are going to try to do and I know that it's going to fail because of this error message, whatever it is... All I want to do is order BT Infinity, which according to the website and all the BT agents I have spoken to is available at my property. Can anyone please advise me?
Many thanks,
Matt

I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are a UK based team of people, who take personal ownership of your problem.
Once you get a reply, make sure that you are logged into the forum, then click on their name, you will see a screen like this. Click on the link as shown below.
Please do not send them a personal message, as they may not be on duty for a long time, and your message will not be tracked properly.
For your own security, do not post any personal details, on this forum. That includes any tracking number you are give.
They will respond either by phone or e-mail within 5-6 working days.
Please use the tracked e-mail, to reply, not via the forum. Thanks
This is the form you should see when you click on the link. If you do not see this form, then you have selected the wrong link.
When you submit the form, you will receive an enquiry number, so please keep a note of it
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

Restriction to component selection in Service Order

Hi,
Scenario is a Repair Technician selects a Fault Code in the Notification. Component entry (Part consumption) in the Service Order is allowed only if the selected Fault Code requires a Part replacement.
Is it possible to restrict component selection in the Service Order based on Fault code in its corresponding Notification ?
Thanks.
Raj

Hi,
May be u can maintain BOM and while selecting component let him go to LIST and select the maintained component. This may reduce ur errors for selecting.
Regards,
NNR

Reason for delay on the DS planning board grafic

Dear SAP Fans
Have you done any development on the DS planning board to show reason of the delay of a planned order?
We are implementing PP/DS and this is a hard requirement for the acceptance. The users have another schedule system with this functionality, when an order is delayed you can see the reason in the chart by clicking on the delayed order. When they see the reason they can see all the constraints that prevent the optimizer to schedule the planned order in an early date, for example:
- Order 0001 is delayed to 15.04.2011 because;
         - Reason 1: Machine A is unavailable up to 30.03.2011
         - Reason 2 : Componente 0001-01 have purchase order scheduled to 15.04.2011
         - Reason 3 : PRT is under maintenance up to 10.04.2011
With this information on hand the user can take some actions to antecipate the order in case this order is causing delay on a priority A customer order. For example the actions could be:
          - For reason 1, rearrange orders in the machine to schedule the order in an early date.
          - For reason 2, negotiate with supplier an early delivery date.
          - For reason 3, negotiate with plant maintenance to accelerate it.
Maybe something related to look for the delay log of a specific order.
Appreciate any insight.
Thanks and BR

hello,
first check the operations of the order.
right click on the produce operation and navigate to Order Processing.
In the order tree open all nodes for operations.
Is the set up activity visible there?
If yes doble click on the activity.
does the set up activity have a duration?
If yes check the status of the set up activity.
go back to the planning board.
in the menue select extras-> Legend
a pop-up with the graphical objects is displayed.
Check the graphic objects for the activity status you read before.
did you change the customizing settings for the graphic object?
If yes check them again or reset them to the default SAP settings.
I had a similar problem with a set up activity when I wanted to change the color of the activity according to the set up group. I changed the settings in the customizing Maintain Planning Board Profiles.
It is very difficult to maintain the decision table for graphical objects.
If you did this recheck the decision table.
Go back to the SAP default settings and check the planning board again.
Are the set up acitvities displayed now?
Then the porblem is with the decision table.
rethink every step again.

Order related customer service concerns

The year end holidays are rapidly approaching and there are a number of new members joining to share various experiences and stories related to their ordering process.
We have had record sales volumes and the phones are very busy right now - hold times may be long.
I would recommend calling 1-866-428-4465 between the hours of 11am and 1pm EST or after 4pm EST to minimize hold times.
Email and Fax are alternatives, but these communication channels are largely covered by some of the same sales support resources that are responding to phone calls, so response times on these secondary channels may be long as well.
If you have a delayed order - it will help keep the discussions organized if you will find and join your comments to one of the existing shipping discussion threads floated to the top of most of the product family boards. For example if you are waiting on a Y550 IdeaPad, you would join the shipping discussion on the Y and U series IdeaPad board.
If you have more general order related questions - Payment methods, split orders, cancellations or returns, you can append here to this discussion thread. Please keep in mind that this forum is a peer to peer support community - we are not staffed to provide individual service through this channel.
Thanks in advance for your consideration and cooperation,
Mark
ThinkPads: S30, T43, X60t, X1, W700ds, IdeaPad Y710, IdeaCentre: A300, IdeaPad K1
Mark Hopkins
Program Manager, Lenovo Social Media (Services)
twitter @lenovoforums
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Hi,
I am sorry I have to post here, but I simply seem to hit a roadblock to try to communicate with Lenovo through other channels.
I placed an order for the Ideapad Y550 offer on 12/3/2009, 3:54 p.m.
IdeaPad Y550
Packed with multimedia features.
Intel Core(TM) Duo T6600 processor
Genuine Windows (R) 7 Home Premium
15.6" Wide HD Display (1080p)
3GB memory & 250GB hard drive
Dolby(R) Home Theater (TM) w/ 2 speakers + subwoofer
(Note that I upgraded some components further)
It occurred to me that
a) the coupon code USPGIFTY550 for the extended Cyber Monday event was not applied for some reason and tried to contact customer care and [email protected] right away. (Some shopping cart glitch it seemed, it was displayed at one point and suddenly it seemed to be gone when ordering)
b) I also wanted to ensure that the product is as advertised because I notice that the order summary suddenly did NOT mention the FULL-HD 1080P display that was advertised in the web-ad, but there was no way to change the configuration, so I have to assume it is going to be 1080P.
Up until now (12/13/2009), it seems that the system is still advertised with FULL-HD (meaning 1080p) but the system configuration does NOT reflect that.
So I attached a screenshot of the ad also in my communciation with Lenovo.
For those problems, I tried to contact Lenovo at [email protected]:
at
12/03/2009, 7:55 p.m.
12/04/2009, 12:20 p.m.
12/08/2009, 6:58 p.m.
12/09/2009, 9:44 p.m.
And I tried to send a FAX to the mentioned Lenovo FAX number at 12/07/2009 - no response either.
I unfortunately do not have the luxury do have spare time during daytime to make phone calls and not even be connected to someone, I actually tried a few times which could get me into trouble for doing that when I have to do other work, but it was just a waste of time.
I also strongly prefer written communication since then you have an accountable record of what happened and what was said.
How can you go ahead and ship a system before rectifying those concerns?
I have no tolerance for companies simply ignoring customer communication, I do not take "high volume" or "oh, it was Thanksgiving/Black Friday/Cyber Monday" as much of an excuse. A company planning and doing a major promotion has to anticipate a major customer response and thus ramp up their capacity to deal with that. It is in their domain of responsibility. We are not talking about a mom&pop shop who is surprised to be featured at Oprah here and suddenly be overwhelmed.
The system is meant as a gift for immediate (elderly) family who live on another continent, who I do not see not often, so it better be exactly as advertised and the coupon better be applied.
I wish I could attach the picture of the advertisment at Lenovo.com here, but the web page still advertises a FULL-HD system, text says:
"Packed with multimedia features, DDR3 memory for fast processing, advanced graphics and a high-end Full HD 16:9 widescreen panel for a true cinematic experience. "
The advertisment has been online for a long time, it cannot be a mistake and I have confirmed that the system actually has been and is available in some places with FULL HD, so I am expecting my system to reflect that even though the information available online is confusing right now.
If my worries are true which is underlined by what seems to be refusal to communicate with me through email it feels like someone is delaying the communication which underlines that it is like bait&switch, advertising FULL-HD and shipping something else, cannot be an error when being advertised for weeks. This is not only illegal but depending on the severity of the case and legislation can even be a prosecutable offense.
I am extremely dissatisfied right now.
What is Lenovo going to do to make me happy again?
Issues/Concerns summarized: Coupon/Pricing; FULL HD (1080p) display and total non-responsiveness for 10 days.
I hope we do not have to go the route of more negative publicity and further escalation.
Regards,

3 Failed BtVison orders.....

I have placed a btvision order 3 times now in the last three months now, and each time I am told that the order has been cancelled due to very poor freeview reception in my area. I could understand this if I was only receiving 4-5 channels via freeview, but that is not the case; I’m receiving 74 TV channels and 23 radio channels.
The first two times I ordered by phone and explained that I could get a high amount of freeview channels, to which the operator made a not on the order, only to be cancelled a few days later. Last week I thought I’d try one more time, this time via the internet. Yet again, order cancelled due to poor freeview reception. I tried argueing my point via email that I can receive 74 channels, but I have seemed to have wasted my time as I was told once more the order was cancelled due to poor reception.
The thing that has really “narked” me is that I know several people in my town that have BTvision (even the earlier silver version), one of which lives up the road from me. They receive their TV signals from the same transmitter as me. I also know someone who when recently questioned about their freeview signal told the operator that they could receive freeview, and their order was processed.
It’s annoying as I have had freeview for well over two years now and yet BT and the official freeview site still show that my access is very limited, and the data seems to be very outdated.
It seems to be a lottery if you live in a so called “poor area of reception”, whether your order for Btvision is processed or not.

Hi there,
If you order BT Vision and are in a poor freeview reception area you will get the following email;
Dear <<Name>>
Thank you for your order for BT Vision. We have sent you a letter confirming your order and your delivery date.
When you were ordering BT Vision we explained that you may not currently be able to receive some or all of the Freeview TV and Radio channels prior to Digital Switchover.
When you receive your BT Vision service we recommend that you install it as a described in the installation guide to see which of the Freeview channels you can receive.
If you are unable to receive BBC1, BBC2, iTV, Channel 4 or Five through BT Vision then we suggest that you continue to use your TV as usual to watch these channels and you use the Vision+ box to watch the extensive range of BT Vision On Demand programmes.
You can find out more information on this at www.bt.com/help/prefreeview <file:///c:/documents%20and%20settings/701487902/My%20Documents/www.bt.com/help/prefreeview>
We will contact you again when Digital Switchover has taken place in your area and more information is available at www.digitaluk.co.uk <file:///c:/documents%20and%20settings/701487902/My%20Documents/www.digitaluk.co.uk>
Kev Bell
BT Retail | TV Services | Head of Portfolio
tel 01977 596413
Register at <www.btvision.bt.com <file:///c:/documents%20and%20settings/701487902/My%20Documents/www.btvision.bt.com> >
The order goes through though.
Guy

CRM orders and Confirmations

Hello Guys,
I need some clear understanding about the reporting on CRM Orders and Confirmations cube. I guess I am a bit confused now.
In the scenario that we have, there are service orders created and when the work on the order is done, confirmation is created. We need reporting on whether the order was completed on time based on SLA.
But the problem is that the status on the service order is not always set to completed when a confirmation is made and there is a custom defined "User Status" that is set. So how do I look at the information on Confirmations as to when it was done, and relate it to the service order?
There is a BC report of "Delayed Orders" but I am not sure how an order is determined to be delayed? If anyone has worked on this, Please share the information. I am thoroughly confused.
Doniv

Hi
well, the regular extractor does bring some statuses, so I would verify that first.
we extract both Header and Line statuses but there is a logic on the CRM side that makes sure that when the call is closed on the header it is also closes all the lines.
but if a line was closed it does not affect the header status.
here is an example of how we enhanced our extractor - 0crm_srv_process_i:
Pick up SP line's system status, get only the largest stat code
in the range if there are multiple sys stats
the wanted stats are Open, In Process, Released, Completed
   SELECT stat
   INTO l_struct-zzsys_status
   FROM crmv_index_jest
   WHERE item = l_struct-item_guid
   AND inact <> 'X'
   AND stat in ('I1002','I1003','I1004','I1005')
   ORDER BY stat DESCENDING.
     EXIT.
   ENDSELECT.
Reg's
Edan

DELAYED ORDER 130810-***** PHONELINE FAULT, POOR I...

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