I am appalled by Customer Service

I was looking forward to solving my problem before the weekend as the Auto Message said:
What **bleep**. I mean, I sent the message on Wednesday, I should have got a reply on Friday. Also, I sent a message how many weeks ago? ANother on eeven months ago. Where's my reply.
This is really sad, at least remove the 48 hour tag, it's very very misleading. I am so angry right now. Or do their replies go to the Junk Folder? Have you ever got a reply from them (email)? Will I get one? Thanks.

Hi all,
Nokia Support Discussions is a peer-to-peer troubleshooting and support forum, if you wish to make your feelings known to Nokia directly, you should do so directly via your local Nokia Care line.
You may opt to call your local careline instead if the emails are not immediately answered. You can also post your inquiries here so that other users may help you in solving it.
Kind Regards

Similar Messages

Appalling Engineer/Customer Service

I don’t for a second believe posting my experience of BT ‘customer service’, will change the experience of customers at all for the better, but just need to let future customers know what’s in store. Whoever you have providing your phone and internet, if anything goes wrong with your line, then you only have the ‘choice’ of a BT Engineer. The following is an experience that unfortunately is common. My phone line started to crackle and became unusable, the internet then trickled to a halt. I phoned my provider who stated that a BT Engineer would call at a certain date. My wife waited in, but no one came. I again phoned and was given another date. An engineer came, scanned the ground outside our home with a fault finding device, he stated that the fault was under the public footpath. A few days later someone from BT came and dug the path up, then left. Another day and Engineer came and fiddled with the underground wires, stating that he’d found the fault and it was fixed, then he left without giving us a chance to test the phone line. It still didn’t work. Then another day BT sent someone to fill the hole. I had yet again phoned my provider to state that the fault has still not been fixed.
I decided to investigate the wire leading from our house and found the fault myself. The fault was caused by the wire that leaves the ground and connects to the house had become detached, it was obvious that this was the problem, just by looking. Again a BT Engineer came out and I watched him with his underground scanner as he walked around our garden. As he didn’t seem to be finding a fault I drew his attention to the wire coming out of our house. He confirmed that I had indeed found the fault! Why didn’t the ‘professionals’, find it, they’d been plenty of times? He reconnected the wires and the phone and internet then worked.
Another time I was looking after my sister’s house whilst she was on holiday and she’d arranged for a BT Engineer to come and fix the fault she was having, no phone and internet so slow it was unusable. I had noticed a heavy branch was resting on the phone lines about 500 yards from her home. When the BT Engineer came he connected a device to her phone and stated that the fault was back at the exchange and that he would reset it and it should work within a few hours. I asked him if he thought the tree branch could be contributing to the fault, he said no, he’d found the fault. So 24 hours after he’d left the fault remained the same, again another BT Engineer came and connected the same device to find the fault and stated to me, without my mentioning the tree that a branch was the cause and he even told me how many yards away from the house the fault was, he investigated and it was the tree causing the fault.
How is it that a professional service? I mentioned my experience to a friend who was a BT Engineer but lived some distance from me, so was unable to help me initially and he stated that my experience is common.
This is due to privatisation, there is no public service ethos left in BT and many people who are employed by BT, don’t even know what that means.

This page should explain things.
http://www.expect.openreach.co.uk/
You can complain using this form http://www.openreach.com/orpg/home/contactus/tellussomething/tellussomethingaboutourpeople/tellabout...
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.

What HP printers use HP363 cartridges? Appalled by customer service.

So, I just phoned HP sales to ask what printers use the HP363 cartridges, because my HP D7360 printer has just packed in and I have a load of cartridges for it, and was rather coldly told "you'll just have to look through them all to find out".
I'm really losing my patience with HP. This is my 3rd HP D3760, it too has also broken down and when I make an enquiry about buying a new printer I'm brushed off with that kind of customer support!
I'm wondering why I'm even looking at another HP. Were it not for the cartridges, I doubt I would.
Is there a quick way of establishing what, current, HP printers use the HP363 cartridges?
Thank you.
Nathon.

The HP363 cartridge is meant for European printers. If you log into www.hp.co.uk, you can find the HP 363 for sale. From this link, it appears these ink cartridges are meant for our "Connery" writing systems that are used in some of our 2006, 2007 and 2008 printers. Examples include the following listed here.
If you want to order a replacement to use your existing stock, you'll need to order from the UK site. The model numbers are show below:
HP Deskjet F2480 All-in-One Printer (CB730B)
HP Pavilion a6355 w2007v Monitor D7460 Printer 363 Black Ink Bundle (BKE545AA2)
HP Pavilion tx2050ea Entertainment Notebook C7280 Prntr Black Ink Crtrdge Bundle (BKM107EA)
HP Photosmart 3310 All-in-One (Q5863B)
HP Photosmart C4480 All-in-One (Q8388B)
HP Photosmart C4580 All-in-One (Q8401B)
HP Photosmart C5180 All-in-One Printer (Q8220B)
HP Photosmart C5380 All-in-One (Q8291B)
HP Photosmart C6180 All-in-One Printer, Fax, Scanner, Copier (Q8181B)
HP Photosmart C6280 All-in-One Printer (CC988B)
HP Photosmart C6380 All-in-One (CD028B)
HP Photosmart C7180 All-in-One Printer, Fax, Scanner, Copier (Q8200B)
HP Photosmart C7280 All-in-One Printer, Fax, Scanner, Copier (CC567B)
HP Photosmart C8180 All-in-One Printer, Scanner, Copier (L2526B)
HP Photosmart D6160 Printer (C9089B)
HP Photosmart D7160 Printer (Q7047B)
HP Photosmart D7260 Printer (CC975B)
HP Photosmart D7360 Printer (Q7058B)
HP Photosmart D7460 Printer (CC247B)
HP Photosmart Plus All-in-One Printer (CD035B)
HP Photosmart Premium Fax All-in-one (CC335B)
Regards / Jim B / Wireless Enthusiasts
( While I'm an embedded wireless systems engineer at work, on this forum I do not represent my former employer, Hewlett-Packard, or my current employer, Microsoft )
+ Click the White Kudos star on the left as a way to say "thank you" for helpful posts.

Bt Infinity and the Lack of Customer Service

Hi all,
I have been sitting patiently waiting for my area to become connected to BT Infinity. According to the map on the BT products and services site, this should have happened on 31st December. I keep checking regularly and no updates.
So today, I took my life in my hands and went to the online customer 'service' where of course I was routed through to the call centre in India. I asked my question, IE when will it be coming. I explained my reason for asking..... and all I got quoted back was that it isn't available and they will let me know. Errr yes, I know that I explained.
For the love of God could we please bring customer services back to the UK where a basic understanding of questions and answers is available? If this was a one off with the call centres then I would be more understanding, but lets face it. It isn't a one off. When I say things like this, I get the nasty little devil on my shoulder whispering that I am some kind of heinous racist. I'm not.... I just want to be able to communicate with someone who understands the question and has the ability to say 'I don't know but I'll find out' as an answer. Rather than reading from a script and saying thankyou every other word..
Grrrrr fume fume.
So I thought I would send a complaint via the website. Guess what, the link for the customer service manager takes me back to exactly the same place I went to get the help in the first place.
I give up.

Hi there
I don't want be a moaning minnie but I have to agree about the appalling BT Customer service. I had Infinity installed (quickly) 3 weeks ago. There is a problem with my throughput so my download speed is less than 2 MB/s. Dealing with BTIndia is like being trapped in an endless Kafka play. Polite, apologetic and UTTERLY USELESS!!!! 21 days of being passed from department to department, have my case "escalated" to a higher level (how many levels of escalation are there anyway?) and nothing is done. Endless pointless promises unfullfilled. The irritating dire quality of this so-called "Support" has long since supassed the irritation caused by the initial fault. IF YOU DON'T KNOW HOW TO FIX THE PROBLEM DON'T PROMISE THAT YOU CAN!!!!!
I pray that you have a faultless installation and service because you sure as **bleep** don't want to deal with their "Customer Service"
Sorry. Are you picking up a certain degree of frustration?
Good Luck
Mark

Truly Terrible Customer Service- Problems With Lenovo U410

Hello everyone,
I would like to share my Lenovo Customer Service experience.
While on holidays in Poland last August, I decided to buy a new laptop in one of the big electronic stores. The laptop, however, developed a fault on the second day. I thought it was a case of bad drivers causing the problem. After I returned from my holidays, the fault was still there.
I contacted the Lenovo Customer Service who requested a proof of purchase. I explained that the laptop was bought in Poland on holidays and sent them on the receipt. A day later, I got an email saying:
"Your machine has been booked in for a full repair at our service centre. Thank you for your proof of purchase.
In 2-3 working days you will receive a letter containing instructions regarding the booking of your collection. The letter will also contain very important terms and conditions in particular with regards to data loss.
Please follow the instructions and your machine will be repaired under warranty."
A few days later the machine was taken off me by a DPD courier for almost 2 weeks. In the meantime I had no other option but to use my father's laptop to do my final year college project.
I was delighted when I got the email:
"We have completed the servicing of your item.
Your item is now being packed and prepared for dispatch. You can track your package online..."
However, 30 mins after using the "newly repaired" laptop, the stripy screen came back! Needless to say, I wasn't happy. I contacted Lenovo again, their customer service agent apologised for the bad experience and said that the laptop will need to be sent back again. For me that meant another 2 weeks without the laptop!
This Tuesday, I finally received the laptop back. After using the laptop for an hour or so, the horrible stripy screen appeared in front of my eyes! This time I was absolutely infuriated!! The laptop was sent back twice and the same problem persisted. I got my phone and rang the Customer Service to ask what the hell is happening?!
The answer I got this time was that the laptop was purchased in Poland and therefore it is not covered by the International warranty!! A few months of dealing with the company, a couple of phone calls and sending the laptop off for a repair twice to be told that they didn't fix it because the machine is not covered by the International Warranty?!
This is my short story of my terrible customer experience! I am not satisfied with the way this company operates, takes my laptop off me, sends the laptop off to their repair centre in Germany to then say that they cannot fix it?! Could anyone who works for Lenovo please explain to me where is the logic in that?

I find it absolutely deplorable of Lenovo that there has been no posted response to this customer service issue. I have been trying to decide for a while now if it was worth purchasing a Yoga 2 Pro as it looked to have all the specs of a PC Hybrid I was hoping for. Well....how wrong could I have been...I had no idea how appalling the customer service is from this company!
Firstly, in the UK...there have been some nightmare stories of faulty items and ridiculous product shipping delays that just seem to keep changing without any thought for the consumer in explaining what the hold up is. If you want to see a fantastic daily updated example of this alone just have a look at the Lenovo UK Facebook product page. Just reading it for ten minutes is tragic. There are so many upset customers in there that it almost seems comical.
The shipping delays are pathetic, they will glady take people's money (including warranties on items that arent there!) and hold it in the Lenovo bank accounts but the slow service and response to those with faults displays a complete disregard for the consumer. I can understand a company being unable to keep up with high demand of a product if it is very good and in demand but this needs to be addressed with admission in communication. Simply advertising a product that people cannot access and dealing with the irate customer-in-waiting afterwards is not acceptable.
Let it be known that Lenovo through their own incompetence have lost a customer before he even purchased anything today. I can only hope that others considering making a purchase will see further posts like this and feel deterred in the same way. That way, Lenovo may finally see that they really need to up their game in terms of service and quality control. To the person that made this post, I can only feel sympathy for the problems you had with them and can only say that you are certainly not alone! Check out their UK Facebook page to see just how terrible the service is (including choosing to ignore the more upset customers while blowing the trumpet whenever someone's problem is "sorted"!).

Appalled by the lack of customer service - NEW PHONE is DEFECTIVE

I was leaving for California at the end of July and needed a battery for my Galaxy Note 2. There were none to be found. Verizon agreed to allow me early upgrade to the Galaxy Note 3. After daily phone conversations with customer service, I finally got my phone 4 days after it was to be shipped next day air. I had to pay $75 California tax and a $15 next day fee. I live in Massachusetts and although we are known as "Taxachusetts" - it would not have been that much if sent to my home. Needless to say, I get the phone and it is unable to hold a charge (not being used) for more than 8 hours. I called customer service at least 10 times for a matter of at least 8 hours and have no resolution. I cannot get a new phone because I am beyond the 2 week deadline - "Really?" at that point I had the phone for 3 1/2 weeks. I have a phone bill sitting on my table for $418.00 (to include equipment) - I will not pay for this phone until they send me a new one. I do not think that is unreasonable, yet, each of the 10 customer service and supervisors I spoke with told me that is not possible - no one could do that for me...Look, all I want is a phone that works and VERIZON WILL NOT ASSIST ME WITH THIS SITUATION!!! I have been a customer for a long time and am absolutely appalled by the lack of customer service!!! I am asking those on here for help. What carrier should I move to? Evidently Verizon does not need my service - and I am happy to share with my "Friends and Family" what a deceptive company this is. So what do you all suggest?

It's as my original messages states. After taking the iPhone5 to a verizon store and being told is was a known defect with the screen, we sent the phone back and received a refurbished phone. After weeks, we were sent an email with a picture imbedded that would not display. It stated the phone had internal damage. We certainly would not have returned the phone had we not been instructed to do so by Verizon or if it was damaged. We requested to send the refurbished IPhone back - we would have rather paid for a brand new phone than $300 for a refurbished one. We were told we could not. Beyond this - the support was unreal. The first person we spoke stated there was zero record of our original call to support to return the phone although our detailed calling bill showed a 35 min call. Three calls later and no one was able to show us the damange, prove it was our phone, etc. I'm not convinced this isnt some sham to get more money to be honest. We've been with you for 10 years. I do not want to pay for a refurbished phone especially when a verizon tech instructed us to send the original back due to a defect.
      From: Verizon Wireless Customer Support <[email protected]>
To: flash sam <[email protected]>
Sent: Tuesday, October 28, 2014 4:16 PM
Subject: - Appalled by the lack of customer service - NEW PHONE is DEFECTIVE
#yiv7047612359 img
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A message from the Verizon Wireless Community
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Appalled by the lack of customer service - NEW PHONE is DEFECTIVE
created by Verizon Wireless Customer Support in Verizon Wireless Services - View the full discussion             There's no need to consider canceling service with us flashsam. This is certainly not the wireless experience we want you to have! Let's take a look and see what options are available and keep you as a happy wireless customer. If you can send us a private message then we can look into this.
Thank you…
ArnettH_VZW
Follow us on Twitter @VZWSupport    Reply to this message by replying to this email -or- go to the message on Verizon Wireless Community Start a new discussion in Verizon Wireless Services by email or at Verizon Wireless Community
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Appalling Customer Service

My first post - pity it has to be a negative one. Below is an approximation (I didn't keep a copy) of a complaint I've just mailed to BT re their appalling customer service. I'd be interested to hear what other members think:
Dear Sir/Madam,
I ordered BT infinity2 on November 26th. My instillation date was supposed to be December 13th between 1-6pm. I received two texts and one email (together with several emails re the service I'd subscribed for) from BT reminding me about my instillation date. I had to take a day off work to allow the engineer access. At 3:55pm on Dec 13th I got a call from the number 08003289393. I answered but there was no response. Nobody called back and no message was left. At 4.22pm I called the number 08003289393 and heard an automated answer stating that BT had called and that if they needed to get in contact they'd call back. At approximately 5:50pm the engineer still hadn't arrived so I called BT customer service where I eventually spoke with Stephanie who told me that the engineer had overrun on his previous job and so handed my instillation back to the depot. She told me that the next available instillation date was January 7th 2013. I registered a formal complaint and received a text shortly afterwards saying that someone would call me by 8pm on Monday December 17th. This morning I received a text from BT stating "BT here. Sorry we missed your engineer visit. Your new visit is on 04/01/2013 between 1pm-6pm. Need to change? www.bt.com/ordertracking".
I feel this is appalling customer service. Why couldn't the engineer who called at 3:55pm have the basic manners and courtesy to call a second time or at least leave a message? I answered the call (and my mobile phone log proves this) but there was nothing on the other end. Why does a customer who took a day off work to be messed about by BT have to join the back of the instillation queue? It truely baggers belief.
My former internet connection was meant to run until December 19th but because of a "technical glitch" it was cut off on December 8th. My (now former) provider - Three - has apologised for this and told me that it has affected about 1,500 customers. For me it means I just need an internet connection asap.
My family and my wife's family live in Ireland. It's our baby son's first Christmas. Personal circumstances mean it's not possible to travel home for Christmas. We had ordered BT infinity so that we'd have a decent internet connection to talk with our families on skype over Christmas and particularly so that our son's two grandmothers could see him. My mother hasn't been in good health recently and she'd really like to see her grandson. I feel degraded to have to explain personal circumstances to demonstrate to BT the result of your organisation's and your engineer's appaling lack of basic courtesy to me as a human being (no mind as a customer). Words genuinely fail me to describe how disgusted I feel. Do you have any ANY respect for your customers? Do you think it's OK to just not show up, not make sure to get in contact and then just text with a new appoint time 3 weeks away?
I will tell about my experience to anybody who'll listen. I'd cancel right now but it seems BT infinity is the fastest connection in my area and it's sad (but probably true) that your competition are just as bad. It seems to be a race to the bottom in your industry. I've paid my line rental for a year in advance (almost 140 pounds) and will have to pay almost 30 pounds a month over the next 18 months for the pleasure of finding out whether you're just as bad as your competition or worse than them.
I'd like this matter to be sorted out asap and for your engineer, who didn't have the basic manners to contact me, to be made aware that his really unacceptable behaviour has a real effect - both emotional and in terms of time spent trying to sort it out.
Disrespectfully (just as BT have treated me) yours,
MY NAME
That's the gist of the message I sent. Perhaps some think I'm overreacting but it's not untrue to say that this has really inconvenienced me and caused real upset. I've never left a bill outstanding or even paid late in my life and yet customer service is beyond terrible.
One final question. Can anyone explain to me the difference between BT Infinity and Openreach? The cabinet closest to where I live has recently been covered in large BT Openreach stickers and that's why I initially signed up for BT back in November. Any info would be appreciated. I'd cancel my contract right now but the sad truth is that with the alternative provioders I'll have a slower connection and customer service will be little if any better.

Keith_Beddoe wrote:
Openreach are dealing with all service providers, BT Retail are not allowed to be given any priority.
Openreach are also dealing with a large backlog of faults due to the bad weather, and some of their Field Technicians have been moved to other regions, to help restore service to flooded communities.
There is nothing anyone can do about it.
They have some external contractors helping with Infinity installations.
I'm sorry Keith, but there is something someone can do about it - Simply keep customers informed of what's going on. If an engineer can't make an appointment, then the customer needs to be contacted and informed about the situation and a new date arranged as soon as possible. Read my original post. Is that kind of service acceptable? Are you seriously saying that "there is nothing anyone can do about it"? I hope that attitude isn't representative of BT, but I suspect after my recent experience that it is all too pervasive. I spent most of yesterday on the phone trying to get this issue sorted. When I eventually got through to the right people the manager I spoke with in the Order Management Dept. couldn't have been more helpful, was honest and explained what he could and couldn't do, took ownership and responsibility for my issue and gave me a number at which I could contact either him or one of his collagues. People like this (of which I have no doubt ther are many at BT) are a credit to the organisation and it's unfair on them that they have to deal with understandably very very frustrated and annoyed customers like me who have been totally messed about by BT's shockingly bad communications and dealings with customers. I don't have time to detail all the BS I had to put up with yesterday before finally talking with the manager in Order Mgt. who helped. Suffice to say I was given 3 (yes THREE) different installation dates (January 7th, then January 4th, then January 8th) none of which were acceptable to me and of course I've spent several hours on the phone at considerable expense to me - ringing on a mobile. It turned out my landline had been activated on December 13th (nobody told me this until I spoke with the aforementioned manager) and finally today I got a new appointment date of tomorrow between 8am-1pm. I'll believe it when it happens, but I am hopeful. All in all I'm grateful to those at BT who've been as helpful as they can be, but will not let this matter rest until I've been reimbursed for my expences and spoken with the Managing Director of Customer Services - Mr. Warren Buckley - whome I intend to inform at length about this sorry saga. I have free calls to BT now and believe me I'll be using them until I get to speak with Mr. Buckley. He's at the top of customer service and based on my experience he needs to pull his socks up. He mightent want to spend his valuable time speaking with a lowly customer like me, but he'll have to if he wants to stop my continually calling and asking to speak with him. Perhaps a conserted effort by customers like me could bring about an improvement in BT's customer service, but of course how many people will read this post... 10 at best I guess. Oh well, I'll do my bit anyway. BT need to simply get back to basics and treat people with basic respect. I (like probably 99.9% of people) am a reasonable person and if communication was as it should have been from the start there would be no issue and no drama. Incidentially, I have not yet received a reply to my original emailed complaint which was the basis of my original post despite being told that usually somebody responded within 24 hours, but certainly within 72 hours. It's now 96 hours. I'll post again tomorrow if/when my broadband is finally installed.

Need to change my Country. Appalled with Adobe Customer Service

I am absolutely shocked at how far Adobe's customer service has fallen. In the past i could simply call up their toll free line and get an answer to my question or have my isse resolved. It seems those days are LONG gone.
On Black Friday I wanted to buy lightroom which was on sale. I live in Canada. I always have. For some unknown reason my country was set to the US. When i tried to buy Lightroom none of my payment methods (paypal, creditcard) could go through because my payment methods indicate I live in Canada.
I immediately tried to contact Adobe. First i must comment on their terrible phone system. I have to wade through menu after menu, none actually representing my need to change my Adobe information. Finanlly i got to an option where i could talk to a live person - but wait - there are callers ahead of me and i'll have to wait an estimated 2 hours (is that a joke?). Lucky for me they have a call back option. But the call back option DOES NOT WORK! After i enter my number the automated message says my number can not be regonized. I tried it every way possible, multiple times and it never went through.
Eventually I gave up. I chalked it up to Adobe being busy because of Black Friday and just created a new account to buy Lightroom. That went through no problem (it seems Adobe is good at TAKING my money). I figured i'd try back next week and have my Country changed and consolidate both my accounts into one.
MORE THAN A MONTH HAS PASSED. I have tried several times over the weeks. THERE IS NO WAY FOR ME TO REACH CUSTOMER SERVICE IN A TIMELY MANNER!! The phone situation is the same as above. Often the 'Chat with a live rep' option is not even available. When it is I CONSTANTLY get this message in the chat window :
We are still assisting other customers, thank you for your patience. You can also try ourcommunity forums, where experts are online 24/7.
Even as i type this message i have been on hold on the phone for 30 mins, and still no response in my chat window. This is ridiculous.
WHY IS THERE NO OPTION TO EMAIL CUSTOMER SERVICE???!?!?!?
At this point I'd be happy with returning my Lightroom purchase and changing my country to Canada on my original Adobe ID. I have lost all faith in Adobe.

Hi,
I am trying to get Adobe to rerelease the software and registration number for my CS4 suite but my email & ID has changed from [email protected] to [email protected] for some reason the ID link now says I am in the US not Australia. I get the same message:
To change your country, contact Customer Service.
But that has not been possible online.
Do you have an email contact for them please?
I only want the dreamweaver and adobe pdf creator & editing software but the links on US site don't work either.
I already paid for the whole suite a few years back so don't want to pay again after I had to replace a HDD in a windows 7 machine.
So do I send a letter via Australia Post to:
Adobe Systems Pty. Ltd.
Tower 2, Level 27
201 Sussex Street
Sydney, NSW 2000
Australia
Tel: +61 2 9778 4100
or how about technology that was 300+ years old and FAX'em
Fax: +61 2 9778 4190
Surely email is not too much to ask???

Appalling in-store customer service.

I recently (Saturday) experienced probably the worst customer service situation I've ever faced at a Best Buy store, and from a manager no less.
On Saturday morning, I purchased a computer monitor on the website and chose in-store pickup. The turnaround was very quick and I received word that the monitor was ready to pick up even before the store opened. A little after the store opened I headed down there to pick up the monitor (store #474). When I arrived and went to pick it up, there was a problem. My first name was incorrect on the order and they could not release the item to me. I understand store policies and while I was annoyed at this, but I get that stores have policies they need to follow. What was so grating, was how I was treated by the manager who informed me that they could not release the item to me. I asked "What can I do?". His response (I believe his name was Brian) was "You can go home, call the 800 number and cancel the order". That is a direct quote. There was no you can call them and get it fixed, no offer to use the store phone to call and literally no attempt to save a $200 sale. I was very angry at this point and left the store.
I returned home (no smartphone so couldnt use my cel to find the #), called the 800 number and spoke to an associate who was able to fix my problem in about 5 minutes, including calling the store to make sure everything went through and that I would be able to pick it up. I immediately got back into the car, drove all the way back to the store, and upon entering, the manager saw me (we made eye contact) and then walked all the way to the other side of the store in a clear effort to ensure he wouldnt have to deal with me. It was literally shocking as this guy was clearly older than the 3 other associates that were working behind the customer service desk and a terrible example for them. I walked up to the desk and was able to get my item with no problem. In hindsight, had I not needed the item immediately, I'd have cancelled the order.
This lack of customer service is just disgusting. I will never return to store #474 and it will take an amazing deal to get me to return to the other further afield Best Buy in the future.

Hello kikks-
The experience of picking up a BestBuy.com order in the store should be one of ease, convenience and speed. When an issue comes up, we certainly hope that our stores would do anything that they can to help resolve the situation and I’m sorry to hear that this wasn’t the case with your order.
My belief is that this manager could have handled this situation better and allowed you to either call from the store to avoid the return trip or called himself to at least put you in touch with the right person to help you. While I’m glad to hear that we were able to get the order corrected so that you could pick up your monitor, it’s definitely disappointing to hear that you had to travel home to do so and then come back. I want to thank you for continuing with your purchase despite this setback and let you know that I will be forwarding these concerns to the upper store management for their review.
Thank you for taking the time to connect with us and I hope that we will see your business again in the future.
Sincerely,
Bill|Senior Social Media Specialist | Best Buy® Corporate
Private Message

Re: APPALLING CUSTOMER SERVICE FROM PAYPAL - COMPLAINTS TOTALLY IGNORED!!

There is no customer service at Paypal. From July 10, 2015 to Juky 13, 2015 I tried to move money from my Paypal account to my Paypal Debit MasterCard on my online Paypal site. It simply does not work. The money was sent on Thursday night, July 9, 2015. I tried to put it on my card from around 10 am till about 5:00pm on July 10. Each time I went through the process to link the two accounts I received this message: "An unknown service error occurred. On Monday, July 13, 2015, I tried again and the same thing occurred. After calling customer service about fice (5) times i finally got a person who was a native English speaker. This is only important because the technology and number of times that one is told to hold on for a moment makes trying to talk to someone that you cannot understand doubly frustrating. Whenever I did get someone on the phone I could not hear them and they could not hear me. It was like we were using a phone system from the 1920's. The volume was intermittent at best and like talking on string with cans at worst. On the last call I spoke to 2 men. The first guy talked to me for a while as we both screamed "Can you hear me? Can you hear me? What did you say?" Finally he said he was going to connect me with someone who could help, but he never came back. An automaton with a woman's voice came on the line and asked question after question but I could hardly hear her. But I held on the line. Finally a man with a foreign European accent came on the line and we played the same "I can't hear you" game for about 20 to 30 minutes. Whenever he talked, I could hear his voice, but I could not understand a word he was saying. I begged him to simply hang up and call me back so that the lines would not be hampered by so many connections. I think the many connections and data one has to enter to speak to a person is what reduced the volume. So Paypal has my money and I can't get it. And whatever I do to get my money is blocked or digitally and electronically frozen to stop me in my tracks. And all of the five to seven people that I have talked to at PayPal and PayPal Debit MasterCard are too busy to help me get my money. Public please beware of this company.

Have you considered contacting Customer Service via Facebook or Twitter?
You can send them a personal message from their facebook or twitter pages.
It's: https://www.facebook.com/PayPal and @AskPayPal for Twitter.

Appalling Customer Service, absolutely Rude and impolite !

Mods, This is a feedback from a disgruntled HP customer for a call I got from your Escalation Team. Please move this thread to appropriate location if it does not suits here. I just received a call from HP Escalation team and am very furious by the way the way HP has spoken to me. I found HP ([email protected]) very impolite and rude. This is not the way you talk to your customer. I suggest he goes through a Soft Skill training and is taught how to be courteous and helpful. I have an ongoing issue with my Pavilion G6 which is out of warranty, Iam trying to get back OS as the HDD ernt kaput. Please help me with escalation matirx procedure for Customer Service issue. Being rude to a cusotmer is absoltely unacceptable !!!!

Hi Caesar Thanks for your answer. Can you explain to me why sky staff got involved on this thread then ? http://helpforum.sky.com/t5/Archived-Discussions/Making-a-complaint-to-sky-what-to-expect-and-what-my-actual/td-p/1449027 "The sky guys on the forum are now currently trying to find a solution to getting my account cancelled. I will no doubt post on the forum if the account is finally closed." I've just called the complaints team and they told me they cannot do anything and that I have to speak to the cancellation team ? Is that a joke ? Why is there a complaints team then ?

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.

Slow service and dre4adful customer service

I was enticed to the BT infinity service from an existing ADSL provider with the promise of additional speed. Not the full 20/10 but 17/2. I actually get 6.5/0.6 unfortunately after a catalogue of dreadful customer service and bad technical support I am faced with no other alternative than to open a case with the Ombudsman for communications.
My post is to warn others who get suckered into the promise of a faster connection from BT. The fact is that infinity is no better than ADSL unless you are next to the cabinet or exchange. Same scenario as ADSL. The bad thing is that although the 1st engineer correctly diagnosed the issue immediately after installation BT continued to send another 7 engineers to look into the issue. The tech buddies at the call centre have no idea on what to do other than send another engineer and assure me they are work hard to resolve my issues. The fact is that the call centre staff do not understand the complaint procedure nor can they escalate issues to get a resolution.
After nearly 2 months of being told to re-boot my router and many engineer visits the UK customer agent has finally conceded that the cable is too old to carry a reliable digital signal and that it is too costly for BT Open reach to replace it. Although I am paying for an infinity service I should accept that due to the inferior quality of the BT network I am getting as good as it gets.
I am sorry to say I do not accept that the old antiquated cables that provide the phone service are not up to the job and can be left in place as it is too expensive to replace. Surely every technology company expects to invest in delivering the service they offer their customers and asking me to accept an inferior service but still pay the full price is unacceptable. I do not live out in the sticks I live in a large town. My previous ADSL provider gave a better speed than infinity provides.
I was told by BT that it would not be recommended to take this case to the Ombudsman as it is unlikely I will get anywhere. My view is that if everyone took this stance then the Ombudsman would have no visibility of the poor service BT are providing and their inability to update their infrastructure to meet their obligations. Not only is the speed way too slow the customer service that BT provides is among the worst of any company I have dealt with. Given the size of BT I would have hoped for a better escalation system. Sadly there is no alternative to BT unless Virgin runs by your door as all providers have to utilise the antiquated BT network. They may have spent loads on Century 21 but they missed the final section of cable.
BT has agreed that they are unable to resolve my problem. I have requested a ‘Deadlock’ letter but apparently only special authorised people can issue these and none are available for a few days! So it appears that even when BT have admitted they are at the end of their trouble shooting they are still reluctant to issue the final letter to prove it and allow me to take the next step.
All of this is a sad state of affairs making me back away from BT for any services.

Absolutely accept they do not have to provide. However, once an offer has been made and accepted they should have an obligation to deliver on their commitment. If they had never offered me the service at the speed greater than the ADSL I would have stayed put. I do not see how BT can hide behind outdated infrastructure in the 21st century in a built up area and with consumers having NO choice as Virgin is the only competition.
Above this the biggest issue is the appalling customer service. If fact NO customer service. All they have is a tech help line staffed by people trained to speak nicely and ask you to switch off the router or wait for 48 hours for the new profile to take effect. All this given it was never going to work and they knew it. They do constantly call back at the rate of 3 times a day to enquire if the problem is solved tasking no notice of the request to call my mobile phone and harassing my wife at home who has no idea what they are talking about! At one stage she threatened to report them as a nuisance caller!
The problem was diagnosed on the first visit and if they had any tech staff with any knowledge they should have said from the start don’t waste hours talking to our tech buddies ‘cos it’s as good as it gets.
I do not think any of this is unreasonable as I’m just asking for what I am paying for no more or less and an efficient way to get the issue resolved.
I would like to add that eventually after constant complaining and even filling in the complaint form on the web site, that never recvd a reply, I was called by a very helpful lady named Emma who did agree immediately the issue was the aluminium cable that was unable to carry a digital signal. She contacted Open Reach and they performed more tests to absolutely confirm the cable was at fault and they would not replace it. She said there was nothing else that could be done and as GBP28.00 PCM was what I would pay for ADSL I should agree to keep what I had and just accept it.
BT need to understand that a digital service is where we are and if they want to be in the game they need to invest in delivering it or just accept that Virgin have it nailed and leave it all to them and the rest who might not want Virgin will just stick with a slow service.

Adobe Customer Service Complaint (CS4 Master Collection)

Hi, I'm new to the forum but I have been browsing it a lot recently in reference to an ongoing issue of mine. I've largely given up on my original problem right now as I've been in touch with Adobe Customer Support no fewer than five times - online and over the phone - to little avail or respite. Instead, I'm making this post just to get it out in the open how DISGUSTED I am with the quality of customer support offered by Adobe and add to the HOARD of complaints already up here.
Before anyone jumps in and tells me what I already know, I do realise that this is a community forum and it's not a place for voicing issues with the company. However, seeing as this forum is that which comes up on google most predominantly (complaints included), I figured it was the best shout at getting my issue heard by the world at large. This is especially seeing as I've already sent my complaint to the 'official' adobe support email address, but given my current faith in their ability to respond to customer issues and complaints, I'm not exactly expecting anything useful in response to my letter - as you might figure from what I have written below.
Anyway, as such, consider this post either a consolidation or an emphatic shoutout to anyone who also has major grievances with Adobe's pathetic and totally unsupportive support system.
Dear Sandesh,
I am writing to make a formal complaint about the way in which several members of your staff have handled a case of mine recently. For your reference, the case numbers opened by your staff members are #0212480723, #0212621543 and #0212612935. Also, find attached at the bottom of this letter two separate online conversations that I had with your staff members within 24 hours. I am frustrated to even have to quote you three separate case files seeing as each of them relate to only one case, yet for some reason, your staff members opted to open new cases each time I was in contact with them rather than add to or resolve the cases already opened on my behalf. This is a ridiculous way to run a support company that is not at all focused on the customer at all.
Furthermore, I say staff “members” simply because on the 5 separate instances that I was in contact with Adobe Customer Support, I spoke to a new support administrator each time. Not only is this incredibly frustrating in itself, but the simple issue that none of your staff members seemed at all capable of referring to notes made by previous staff members, which meant that each and every time I had to chase my case up I was forced to go through the entire process of explaining the problem to every person I spoke to – either online or on the phone.
This meant that I had to waste time to accommodate your staff’s incompetence by continuously explaining my serial number problems. If only ONE of your staff members had proved capable of writing decent, comprehensive notes about my calls and only ONE of them had proved capable to read the notes made then I would have been to save HOURS of my own time and HOURS waiting to hear back from your team about my issue.
Not only this, but on three separate occasions I was promised a call back and/or email response to my problems within 24 hours of getting in touch with Adobe Customer Support. This was after two of your staff members told me that my case had been ‘escalated’ to a higher department as they did not have the means to deal with and investigate my problem correctly. Needless to say, none of these responses from the higher department actually occurred otherwise I would not have had to get in touch repeatedly. I am absolutely disgusted that multiple members of your staff made these assurances to me and for NOT A SINGLE ONE of them to follow through. On the second occasion where I was assured my case had been escalated to the higher department, I repeatedly asked the support administrator what the name of the higher department is and who my contact from the department would be and the administrator totally evaded my questions, simply telling me that I would hear back within 24 hours.
As I’m sure you can guess, I did NOT hear back in 24 hours. As such, I went onto Adobe Live Support again and spoke to Nakul. Rather than explaining why my case had not been handled in the way that was promised, Nakul simply dodged all of my questions and decided to treat my case as if it were brand new. As such, I had to go through the motions again of explaining my serial number problems, only for him to ignore them and – unlike the previous 4 people I had spoken to – decide that he DID, in fact, have the answer. Rather than actually help me, however, he opted to simply tell me that my product was unsupported because of where I bought my product from.
Having already uploaded my receipt of purchase and not received anything from Adobe by way of response, I feel that Nakul’s not-so-solution was beyond unacceptable. Firstly, because if Nakul is right, then WHY weren’t your other staff members capable of telling me this beforehand? Secondly, because if Nakul is wrong – as the previous members of staff would have led me believe – then it is totally inappropriate for him to have to completely dodged my original issue in favour of simplifying it by telling me he couldn’t do anything. In the end, it seems that Nakul has opted to ‘withdraw’ all of my cases DESPITE MY SPECIFIC, REPEATED REQUESTS THAT HE DID NOT DO SO as I was not at all satisfied in the way he had concluded my case. I AM INFURIATED AND INSULTED BY THIS.
The sheer inconsistency, incompetence and laziness displayed by all of your staff members in relation to my issue is COMPLETELY APPALLING. I have never been so stressed or insulted in attempting to get a problem resolved in my entire life. Because of your DISGUSTING way of treating your customers, I have LOST OVER A MONTH’S work time through having to compensate entirely for the way your team handles problems. EVEN NOW, MY PROBLEM IS NOT RESOLVED AND I HAVE HAD TO GIVE UP. Given that your team solely deals in customer support, I FAIL to see how they can be so APPALLING at their work and how they have not been reprimanded already – especially given the quite ASTOUNDING volume of complaints about Adobe Customer Support already published throughout the internet.
I have included my last conversation with Nakul for your reference to see my level of frustration in this conversation. I ask that you read it to see where I am coming from. Naturally, however, by this stage, however reasonable courteous I feel that this is, I completely do not expect you to offer me anything by way of apology or assurance, or even to offer me some kind of sound solution to my problem. However, you can guarantee that I will be adding this complaint letter to the Adobe community forums whatever your response – or not – just to emphasise that it is certainly time that SOMEONE in Adobe does SOMETHING about the way its horrific support service is run.
Charlotte
Conversation 1
Hi, we are currently helping other customers in line ahead of you. We'll be with you as soon as possible.
While you wait, you can try our community forums where experts are online 24/7.
You are now chatting with Biswaranjan. To ensure we stay connected throughout our interaction , please don't click on the 'x' in the chat window. Doing so will disconnect our chat session.
Charlotte : Hello
Biswaranjan: Hello! Welcome to Adobe Customer Service.
Biswaranjan: Hi Charlotte.
Charlotte : Hi, thanks
Biswaranjan: I am sorry for the delay.
Charlotte : That's fine. To save some time, please may I ask you to refer to the details currently held for case 212480723
Charlotte : As this support request is a continuation of this case
Biswaranjan: I will definitely help with this issue.
Biswaranjan: Please allow me 2-3 minutes while I check the case number for you.
Charlotte : No problem
Biswaranjan: Thank you.
Charlotte : Not a problem. In short, I am contacting you because in spite of my phoning Adobe Customer Support twice since the case was opened, I have yet to hear anything in response.
Charlotte : This is despite being told by the second individual that the priority of my case had been upgraded to a high level and that I would receive a phone call from the technical support team within 24-48 hours after they had done some investigation into my issue.
Charlotte : Obviously, this is very frustrating for me as it is impeding my work presently.
Charlotte : I am currently using Adobe CS4 Master Collection on a trial basis and the trial will shortly run out, which will obviously bring my work to a halt.
Charlotte : As such, I am very keen to get an answer to my issue and incredibly disappointed by Adobe Customer Support so far, as I feel like I am being misled or ignored.
Biswaranjan: I apologize for the inconvenience caused.
Charlotte : Thank you. Obviously I understand that this is not your fault personally, but it is appreciated nonetheless.
Charlotte : More importantly, of course, I just need this issue resolved ASAP
Biswaranjan: I'll be right with you.
Biswaranjan: Thank you for waiting. One moment please.
Charlotte : That's fine.
Biswaranjan: Sorry for the wait. Please do stay online.
Biswaranjan: Thank you for staying online.
Biswaranjan: I checked and see that the serial number you have provided is invalid. Since you have purchased the product from eBay.com, in this case I will suggest you to please contact the reseller to get the valid serial number.
Charlotte : I have done this already. I have already spoken with the seller at considerable length, and he has provided me with the original receipt of purchase and confirmed that he has no other serial number available.
Charlotte : Again, I have already told other members of Adobe's Customer Support this. The first support administrator assured me that by providing the original receipt of purchase (which I have already done), I would be sent a new, valid serial number by Adobe.
Charlotte : After hearing nothing from them again, the second support administrator told me that he would chase the case up to higher technicians/'investigators' who would get back to me in 24-48 hours. This was last week and I have yet to hear anything.
Biswaranjan: I'll be right with you.
Biswaranjan: Thank you for waiting. One moment please.
Biswaranjan: Sorry for the wait. Please do stay online.
Charlotte : That's not a problem. I will stay online.
Biswaranjan: Thank you for staying online.
Biswaranjan: In this case I need to escalate the issue to the higher department so that they can assist you with the issue. Is that okay with you?
Charlotte : It is okay with me, yes. However, I have already been promised this by another Customer Support advisor and I have yet to hear anything. As such, I'm sure you will understand that I am sceptical that this will resolve anything/
Charlotte : As such, I would appreciate some contact details for this department/higher advisor in the event that I need to get in touch with them
Biswaranjan: I will assure that you will get the resolution with 24 hours.
Charlotte : Okay. Regardless, please could you tell me the name of this higher department and or the advisor that I will be dealing with? Also, will I hear from them via phone or email?
Biswaranjan: Once I escalate the issue you will get the resolution via an email within 24 hours.
Charlotte : Very well. Please could you confirm this for me by updating my case file on the Adobe Support Centre accordingly with all of these details
Charlotte : Including your own details, that is
Charlotte : Just for reference for who I have spoken to about this
Biswaranjan: You will get a case number for this conversation.
Charlotte : Will this include all the information I have asked for?
Biswaranjan: You will also get the whole chat conversation.
Charlotte : Thank you very much. This is very much appreciated.
Biswaranjan: You are welcome.
Biswaranjan: Is there anything else I can help you with?
Charlotte : In which case, if in the event that I have not heard anything by 10:
Charlotte : 30am GMT tomorrow, I will phone Adobe Customer support directly
Charlotte : And quote this case number and conversation
Charlotte : No, that will be all for today, thank you very much for your help
Charlotte : I look forward to hearing a response from your higher department
Biswaranjan: It was pleasure assisting you.
Biswaranjan: You may receive an email that will contain a link to complete an optional survey to provide your feedback on the support experience. Your feedback is very much appreciated.
Biswaranjan: Thank you for contacting Adobe. We are available 7 days a week, 24 hours a day. Goodbye!
Charlotte : Thank you. Good bye
This chat session has ended.
Thank you for contacting Adobe.
Conversation 2
info: Hi, we are currently helping other customers in line ahead of you. We'll be with you as soon as possible.
While you wait, you can try our community forums where experts are online 24/7.
info: You are now chatting with Nakul. To ensure we stay connected throughout our interaction , please don't click on the 'x' in the chat window. Doing so will disconnect our chat session.
Nakul: Hello! Welcome to Adobe Customer Service.
Charlotte : Hello Nakul
Nakul: Hello Charlotte
Charlotte : Please may I ask you to refer to the cases numbered stated
Nakul: Let me check on that case.
Charlotte : CaseS. Plural.
Nakul: Thank you for waiting. One moment please.
Nakul: I'll be right with you.
Charlotte : Right, well. Whilst you're investigating, I will tell you my situation.
Charlotte : I am incredibly disappointed and infuriated with Adobe Customer Service at the moment. One TWO SEPARATE OCCASSIONS I have been told that my case has been escalated to a mythical 'higher department' and that I will receive a response to my serial number issues within 24 hours
Charlotte : As you will see, my first case was opened at the end of February and it is still marked as 'Pending Adobe Response' and as of yet I have yet to hear anything of substance
Charlotte : I will state clearly right now that I DO NOT WANT YOU TO CLOSE EITHER CASE
Nakul: I understand.
Nakul: May I know where did you purchased the product?
Charlotte : And instead, I would like to know the exact NAME of this higher department and a contact number
Charlotte : You would be able to find out by checking the receipt attached to my case
Charlotte : The point is that I already know you will not be able to help me with this issue - hence why my cases have been escalated by the higher department - and so I wish to be put in touch with the higher department immediately
Charlotte : I am FED UP of running around in circles at this level and answering the same questions REPEATEDLY
Charlotte : I apologise to hit out at you personally like this, but I just want to get in touch with someone who can actually and actively HELP ME instead of making empty promises
Nakul: Sorry for the wait. Please do stay online.
Nakul: I checked and see that you have purchased the product from eBay and reseller who has sold this has purchased the serial number from TOPPER GLOBAL LIQUIDATORS INTERNATIONAL.
Charlotte : You are correct
Nakul: In this case you need to contact Ebay. As this was not direct purchase from authorized reseller.
Charlotte : This is not what I have been told before
Charlotte : This includes what I have been told by other Adobe customer support agents on Live Chat and over the phone
Nakul: No I am sorry, there was little confusion about point of purchase. As you have purchased from Ebay to need to contact Ebay if not the reseller from whom you have purchased.
Nakul: Iam sorry there are no other options.
Charlotte : And is the result of the investigation by the 'higher department'
Charlotte : Because if so, I want to know exactly WHY I have not received this already in writing from a named agent from Adobe
Charlotte : As this is what I was promised
Nakul: Yes, that is correct.
Charlotte : Forgive me if I do not trust the conclusions made by an agent at this level, after I have already been fobbed off and mislead by so many others
Charlotte : Please tell me WHY I have not received this in writing then before having to contact you again now
Charlotte : And may I just take the opportunity to point out that Adobe's customer service is without question THE WORST customer service I have ever had the mispleasure of having to endure
Nakul: I am really sorry, I truly understand your concern. You can send us the email to [email protected].
Charlotte : I will certainly do that
Charlotte : In the meantime, I request that you DO NOT CLOSE OR DELETE EITHER OF MY CASES
Charlotte : As I am firmly dissatisfied and mistrusting to the conclusion that you would have me believe
Nakul: Okay I will not close the case. You can mention the case number in the email also.
Charlotte : I have all of my previous conversations with adobe customer service agents in the past in writing, and the information you have given me directly contradicts what I have previously been told about investigations and responses
Charlotte : Furthermore I would like to point out that the serial number I have used to activate my product has come from an adobe sealed product
Charlotte : It has not been used before
Charlotte : And neither has it been fabricated
Charlotte : The box has an adobe barcode and seal and so I see no reason why Adobe cannot fulfill the promise already made to me that it would provide me with a valid serail number or a valid reason why this cannot be done
Charlotte Cartner: But regardless, I do not wish to discuss this with someone at this level
Nakul: I am sorry, as because the purchase was from Ebay we are not able to help in this issue.
Nakul: We do not support for the Ebay purchase products.
Charlotte : It's not an ebay product. It's an AUTHENTIC ADOBE PRODUCT
Charlotte : Adobe generated the serial number, so why on earth can the company not CORRECT IT
Charlotte : The serial number was ACCEPTED upon my initial activation of the product!
Charlotte : It was only AFTERWARDS that it was suddenly and magically decided that the serial number wasn't valid!
Nakul: I'll be right with you.
Nakul: I am sorry, In this chat itself you have mentioned that you have purchased from Ebay and hence you need to check with the point of purchase itself, there are no other options.
Charlotte : I have checked the point of purchase
Charlotte : But the bloody point is that the serial number was ACCEPTED, and then the activation server came back to me TWO DAYS LATER and said that 'LICENSING FOR THIS PRODUCT HAS EXPIRED'
Charlotte : Accordingly, this problem has LITERALLY NOTHING TO DO WITH THE POINT OF PURCHASE
Charlotte : It has to do with ADOBE
Charlotte : Do not try and rub me off onto some phony excuses to legitimise your support teams pure, ridiculous incompetence
Nakul: I am really sorry. I checked all the possibilities, there are no other options.
Charlotte : Somehow, I fail to believe this as again it DIRECTLY CONTRADICTS INFORMATION GIVEN TO ME BY OTHER CUSTOMER SUPPORT AGENTS
Charlotte : So which one should I believe? You or the first guy I spoke to, the second guy I spoke to, or the third?
Charlotte : Forgive me if I am dubious as to the validity of any claim you are making
Charlotte : You've taken the easiest conclusion to resolve this problem to your convenience
Charlotte : And by way of fact, you're totally ignoring what I'm telling you
Nakul: I am sorry for the wrong information provided by earlier agents. We do not support for the eBay orders as it is not an authorized reseller to Adobe.
Charlotte : Well, in which case, I insist on complaining about the other agents
Charlotte : I believe their names and or agent ID numbers should be marked in my case files
Nakul: Sure, you can send a complaint to [email protected].
Charlotte : I see no reason why my problem should have to be dragged out by FALSE INFORMATION provided by other agents
Charlotte : And NO. I want YOU to put me in touch with your departmental supervisor or manager
Nakul: I truly understand.
Charlotte : I will NOT ACCEPT a generic email address that bears no promise of a response or certified apology for all this aggrevating inconveneince
Charlotte : I want a NAME, a JOB TITLE, a PERSONAL EMAIL ADDRESS and a UK phone number for whom I can address this complaint specifically to
Charlotte : As this is totally unacceptable. #
Nakul: We have one more email that directly goes to the manager, that is [email protected].
Charlotte : And what is the managers name?
Nakul: Sandesh, you can mention his name in the subject.
Charlotte : I'll mention it in the address line, thank you
Charlotte : And what is their phone number
Charlotte : And please may I also have their last/surname?
Nakul: I am sorry, we do not have the option to provide the contact number of Managers.
Charlotte : Then at least give me a surname
Nakul: His first and last name is Sandesh Acharya.
Charlotte : Thank you. Please inform him that he will be hearing from me very soon.
Nakul: Sure, I have already informed about this. You can send the email right away.
Charlotte : Thank you
Charlotte : That will be all
Charlotte : No, there is nothing else you can help me with today
Nakul: You are welcome Charlotte.
Charlotte : Thank you and good bye. Have a good day.
Nakul: Take Care Charlotte.
Nakul: I am really really sorry for this inconvenience.
Nakul: Thank you for contacting Adobe. We are available 7 days a week, 24 hours a day. Goodbye!
Charlotte : Good bye

What ended up happening with this? I am simultaneously glad to know that someone else has gone through what I am in the midst of, and apprehensive to know the outcome as I feel like they will throw you around enough to the point that you either give up or they can cover their trail and delete the evidence of their wrongdoing and deceit! Ha, sounding like a conspiracy theorist. THANKS ADOBE, LOOK WHAT YOU'VE TURNED ME INTO!

Apple customer service/support = terrible

There is no where else for me to do this really, so I thought I'd rant here...
I received an ipod (20G 4th gen) last christmas from my parents, amazing present i'm sure you'd agree! everything has been great with it until 2 weeks ago when it just stopped working for no reason. I got up to go to work, switched on ipod and nothing except a folder and a warning icon.
no problems really I thought reboot it, no effect. reset, ditto. Plugged it into my mac everything appeared fine. I can drag and drop files from it, listen to tunes on it, everything as normal. So I unplugged it. back to warning screen. I decided to factory restore, which went fine. But if I unplug it it just goes back to the warning screen.
So I went on a wee trip to the local apple place, who sent it off to their repair people...but it is returned 'cos it is out of warranty by 3 weeks, turns out my parents bought the thing in september for some reason...
Anyway I decided to phone apple support but they are just no help at all, appalling english so that i could barely understand the two service people that I ended up speaking to and basically they tell me that there is nothing I can do except give them £170 and they'll give me a new ipod...now this is just not an good. It is their product that has gone wrong. why should I pay? The original service people that it got sent to noted that there is no visible damage on the outside, ie it has not been dropped...if they open it up they'll see that there is no damage on the inside from beinging in water or anything (cos it hasn't been in water) so bascially 3 weeks out of the one year warranty but after only 10 months or so of use the ipod has stopped working through no fault of my own and somehow I am expected to pay!!!!
How can they do this? It is just really really terrible customer service. I have gone from always being a mac customer with all Macs in my office and home to never ever going to buy one of their products ever again! I am so dissappointed, just can't believe it...now where is that Sony brochure?
Rant over.

I feel for you, I have just sent my 40gb 4th gen ipod to be repaired for the third time, I was fortunate in that i have applecare. However you may still be afforded some protection by the Scottish Law which is far superier to the laws of our colonial subjects, Apple have to comply the 'Sale of Goods Act' which basically says if Apple are selling ipods that are only meant to last about a year, and have told you so then fair enough, but if it is generally consider that such a device should last longer they maybe liable to repair or a replacement particularly if you can show that these products are prone to failure i.e. there is a inherent flaw/fault in the design and operation (the keep freezing)in the product. So contact Trading Standards and checkout the goverment website www.gov.uk
Good Luck
Powerbook G4, Emac, ipod 4th gen, ipod mini Mac OS X (10.4.3)

I am appalled by Customer Service

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