Incompetence or Misrepresentation???

Just wanted to pass comment on what, at face value, appears to be shoddy practice on behalf of BT.
I am a longstanding (25+ years) BT customer. I today telephoned the Freephone number and got through to an Indian based lady. I explained I wanted to renew my line rental saver, which expires shortly. This was dealt with, then, in a subsequent conversation, we also discussed my Broadband package which is also with BT. I am presently on Infinity 1, with a 40GB monthly allowance. Following the recent price increase, this now costs £20.39pm, which includes weekend and evening calls. As I regularly come close to the 40GB limit, I have considered switching to the ‘unlimited’ package.
The lady advised I could upgrade to "unlimited broadband" at a cost of £23pm. At face value, a modest increase of £2.61pm. However, to clarify what I was being offered, on 3 separate occasions during the call, I asked for confirmation that the other features of my ‘package’ would remain the same, in particular the weekend and evening calls. She confirmed this was correct. It was only when on the verge of committing to the upgrade that I realised she kept referring to “unlimited weekend calls” only. When pressed on the subject, she admitted that evening calls were not included in the new package and that to do so would cost an additional £3pm. At best this is incompetence and at worst fraudulent misrepresentation in order to conclude a sale. Being new to the forum, I would welcome any comments before I decide how/whether to take this matter further.

Hi Marcus_H,
Welcome to the forum and thanks for posting. I'm sorry for any confusion with the order. I'll be happy to take a look at it for you. Just drop me an email with your details. You'll get the 'contact us' link in my profile.
Cheers
David
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 :-)

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Verizon Supervisor Dismissal of Concerns/Failure to Return Requested Calls

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Though this was still a pretty hefty sum for me to pay each month out of the $1700.00 I receive, in disability benefits, I decided this would at least provide me with some relief. The representative then told me I was eligible for upgrades on two of the phones of the four I have on my account. I discussed the Samsung Galaxy five which was being advertised for $199.00, but I decided I was not willing to upgrade at the pricing. Then, I was told I could get two Samsung Galaxy four phones for $99.00; I would also receive two $50.00 Visa Rebate Cards which I could use to apply to my bill in order to actually get the phones for free. Since the phones would actually cost me $0.00 dollars, I agreed to upgrade to the Samsung Galaxy 4. Upon going with the Samsung Galaxy 4 and signing on to an additional two year contract, the representative told me he could save me even more money on my monthly bill if I would change from my current family plan to the new family plan which offered more features and greater data service, unlimited minutes, and unlimited text messaging. The young man told me this would reduce my monthly payments from approximately $250-$270 a month to somewhere in the high $100 to lower $200 dollar range. As any individual who suddenly finds himself or herself in a situation which creates financial hardship due to a reduction of one's monthly income from $3,300.00 per month to $1700.00 per month, I trusted the individual who sold me the service because I desperately needed lower costs in order to meet my monthly obligations. I was not given the specifics of proration of my account; I was simply led to believe changing to this new plan would be a much greater means of reducing my bill. 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I did not speak harshly to this understanding young man because he told me it was not within his authorization to remove proration charges; however, he said he would speak to someone with more authority to see if the misrepresentation of the truth to me could be removed. When he returned to speak with me, he said I am sorry Mr. Sullivan, but my supervisor will not allow the removal of the proration. At that time, I asked to speak with someone with more authority, and I was told Verizon did not allow escalation to a higher level at the initiation of a customer issue; however, he could and would put in my request for a supervisor with greater authorization abilities to call me...as I specifically requested. I was told I could expect a call in the next 24 to 48 hours. Guess what? NO CALL. After a few days, I, again, used MyVerizon to see if the reductions were applied. Again, NO. I gave Verizon several days to apply the reductions, but nothing was done. 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PICK UP THE PHONE AND CALL ME! Do not promise customers a service for which I have also found to be yet another way to skirt the issues many customers' request. I am not threating anyone at Verizon; however, I am completely dedicated to following through with daily notifications to Facebook followers warning them of the manipulation of customers and the inept supervisory and upper-management's failure to follow their OWN promises to honor to its customers. I encourage any and ALL Verizon customers to flood social media with warning so corrupt polices and misrepresentations which are a DANGER to Verizon customers. We DO NOT HAVE TO REMAIN VOICELESS. As customers, we support Verizon's profits. I will not sit idly by and let this foolishness and these lies to go unaddressed. I expect to get precisely what I was promised...AND NOTHING LESS!

I understand how important it is to be on the correct tsull82751 and stay within your budget, I apologize for the problems you had while contacting us about the plan. We want to make sure we resolve your concern as this is unacceptable; if you were promised a call, you should receive it. Please follow me back and send me a Direct Message so I can review the details of this. Here are our plans http://vz.to/1qUByL2 , which is what we offer and can honor. I look forward to your message.
AdaS_VZW
Follow us on Twitter at @VZWSupport

Biggest display of incompetence and awful customer...

Dear BT: CAN I PLEASE GET MY USERNAME AND PASSWORD SO THAT THE ENGINEER CAN INSTALL THE BROADBAND WHICH I ORDERED WELL OVER A MONTH AGO AND HAVE ENCOUNTERED NOTHING BUT DISMAL INCOMPETENCE EVER SINCE.
Here’s the whole story:
On Feb 10th I ordered Infinity from you. An engineer was scheduled for Feb 28th. I wasn’t fond of an 18 day wait when you were advertising connection within 5 days, but nevermind, I’ll live with it.
The 28th arrives – the engineer doesn’t.
I phone up. Apparently you told me the engineer was coming at that time, but you didn’t tell the engineer they were supposed to visit me. Oh well, shabby incompetence, but never mind, when’s the next date I can have? March 17th. Oh, great, 5 weeks instead of 5 days, still, you insisted this could not be sped up nor even any refunds given of the setup charges. Terrible customer service but what can I do, except wait for the 17th.
Here we are in mid March and I get a letter saying when the engineer comes they will need my username and password which have been sent in a separate letter.
Problem: they were never sent. I do not have this letter.
So I phone your support (0800 111 4567). I give the first woman my account number and customer reference and she said my account did not exist. Spectacular! She transfers me to another department (billing, I think) who confirm that my account does indeed exist, but tell me I need to ring the first number again to get my username and password.
I ring that number and choose “inquiry about an order”. I get a robot voice telling me the engineer is coming today, which I already know, and no option to speak to a human who could ACTUALLY HELP ME.
I hang up. I ring again and choose “technical problem”. By this time I have been on the line for approaching an hour, and explained about a hundred times that I cannot tell you my BT phone number because you have not yet connected me or given me one. I speak to another person who claims they cannot open my account details based on my account number, only based on my non-existent phone number.
I get transferred again. The new person tries to put me on hold and instead cuts me off.
So to summarise: you apparently can’t even operate your own telecomms equipment, let alone provide a telecomms service to a paying customer.
I note with wry amusement that although your “actually provide a service” department and your “provide support to people when you fail to provide a service” are uselessly incompetent beyond belief, your “register my direct debit and send me a letter confirming that you’re taking my money” department has operated flawlessly.
So, here’s the bottom line if you are from BT: CAN I PLEASE GET MY USERNAME AND PASSWORD SO THAT THE ENGINEER CAN INSTALL THE BROADBAND WHICH I ORDERED WELL OVER A MONTH AGO AND HAVE ENCOUNTERED NOTHING BUT DISMAL INCOMPETENCE EVER SINCE.
And the bottom line for anyone reading this *not* from BT should be perfectly obvious already: do not under any circumstances consider giving this woeful pack of jokers your money since it appears they are entirely incapable of actually providing it.

kersfieldrd wrote:
thanks for your help DS.
No probs
btw I am sorry if my irritated tone causes offense.
No need to apologise. I've been irritated on several occassions.....
I am just very frustrated,
I know the feeling
having waited so long, having taken time off work for engineers that dont appear, and so on, yet when I ring support nobody seems willing or able to actually help!
The forum mods'll sort this out.
I can only get people who tell me my account doesnt exist, or it does exist but they cant open it, and so on... really... I tell them my account number, they tell me my username, how hard can that possibly be?
Not very hard imho. There was a BT link I read earlier and you did the rigt thing by calling them
Perhaps it would it help expedite matters if I contacted Ofcom about this situation.
I'd personally give the mods a go, then there is one more route to take before going near Ofcom (imo)
If you use the form, ignore the bits that you can't fill in as you've not been issued with some of it yet
-+-No longer a forum member-+-

Complete apple customer service incompetence

Well, I'm not sure where to post a statement like this but here goes...
At the beginning of September, I had ordered a new 15 inch macbook pro from apple with the quicker hardrive, which proceeded to arrive within the the next week (good job there). The problem came when the trackpad and keyboard started to sporadically cease responding (while external keyboards and mice would function just fine). Eventually they stopped working all together. This was within the first week of owning the computer. After taking it to the nearest apple authorized dealer/repair shop, the computer was diagnosed with an extremely rare bug/flaw. Apple decided to take the computer back and do an exchange. The problem was, in order to send the computer back, I still had to wait for the special fedex shipping labels from them to arrive. After about a week the labels had not yet arrived, so apple gave me the special numbers without the label to get the computer shipped out any way. After the computer started its trip, Apple, given the tracking numbers was going to expedite the replacement to get things done as quick as possible. Its now October first, a month later, and I still have no Macbook Pro (which was going to be my college computer). Now it turns out someone at Apple customer service screwed up and cancelled sending out the replacement upon also canceling the labels that wouldn't be needed. So now the new computer was supposedly given the order to get sent out today, how long will it take this time? By the way, those labels arrived just last week. So now they obviously have the messed up computer, and my money, but I still don't have anything (except $50 dollars put back on the credit card). When does this start getting called theft?
I love Apple products, I've been using them my whole life, but this is the worst case of incompetence in the case of customer service that I've ever seen.

check out my posts about the same issue in the macbook section. I ended up going to a macbook pro. feel free to email me for some serious comments!

Misrepresentation of services

So,
I was chatting with a rep about transferring service to a house i recently purchased and was informed that Verizon couldn't bundle DirectTV with Fios Internet/Phone when I transferred my service. The only problem is that I know the current resident of the house has exactly that setup. He has DirectTV (with Genie DVR whole home system) and Verizon Fios internet/phone. I checked the webpage and followed the DirectTV link and was shown bundles for DirectTV/FIOS internet/FIOS Phone and wanted to find out how much equipment rental/transfer of services would be. The rep lied about not being able to bundle DirectTV and tried to say I could only get FIOS TV bundled with FIOS Internet/Phone. When I mentioned that I followed Verizons own link and the webpage clearly states DIRECTTV bundled with FIOS Internet/Phone she abrubtly ended the chat session. Is this the kind of customer service I can expect from Verizon from now on? I would upload the screencapture but I only have the in PDF. If someone at Verizon cares, i can send the in an email. Lying to your customers about the services offered though is not a great way to build loyalty.

I agree with tycarter777. If you went to a Chevrolet dealer they would say the Silverado is better than Ford and Ford would say the F-150 is better than the Silverado. Thats just competition. It is the consumers responsibility to do the research. It would be misrepresentation if they told you you're guaranteed 50mbps or something like that, which they didn't. I don't see any question in your post. This community is about having problems and getting answers, not trash talking.

Help: Usual BT incompetence

Like everyone else on here, I'm caught by BT's lethargic incompetence. My phone line with broadband went down three weeks ago. I had three or four Inidan ladies in broken English for several days not telling me anything helpful. Then a week after reporting the fault, the local Openreach engineer turned up out of the blue. Luckily, I was in. He diagnosed the fault as on the cable or telephone pole across the main road from my house, which would need traffic lights to reach. By uttering the magic word COMPLAINT, I was passed to BT's Resolution Centre at Lincoln, but to no avail. I've spoken to three levels of management, all of whom have told me that they could do nothing to speed up Openreach, even claiming this was a separate company. I'm not being given any regular feedback. The last I know is that a roads surveyor is due to inspect the site sometime next week. I've checked the OfCom site and asked Lincoln to enable me to make a formal Official Complaint, but the senior manager there professed not to have heard of this. And I find the obscure link on BT's site to get the form, surprise,surprise, doen't work. Does anyone have any idea how to get some action? And who does one complain to if BT wilfully ignores OfCom rules in facilitating me making an official complaint?
Solved!
Go to Solution.

Hi MJBSatRHH,
Thanks for your post and welcome to the community forum!
Sorry that your services have developed a fault and for the problems you're having getting them back up and running. I'm happy to pick this up find out exactly what's happening but can't guarantee that I'll be able to speed things along any faster.
Click on my username and under the "about me" section of my profile you'll see the link to get in touch with us.
Cheers,
Robbie
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 that 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 :-)
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

HT2589 ?Frustrated, unable to discontinue Hulu Plus account that i took complimentary for one month and now can't stop from automatic renewals. Easy to sign up; impossible to cancel. Misrepresentation in marketing?

Frustrated, unable to discontinue Hulu Plus account that i took on a complimentary basis for one month, and now can't stop from automatic renewals. Easy to sign up; impossible to cancel. Misrepresentation in marketing?

http://www.hulu.com/support/article/203239

Garanzia scaduta per colpa di operatore incompetente

ho acquistato il mio ipad con P:I: poco prima dello scadere del primo anno chiamavo il centro assistenza comunicando tutti i miei dati e chiedendo a proposito della garanzia ,chiedevo infatti fino a quando questa fosse stata di copertura per il mio acquisto e mi venne risposto che senza problemi avrei avuto ancora un anno.
Ebbene quest oggi l ipad non funziona e rivolgendomi nuovamente al call center Apple mi e stato comunicato che questa non avesse piu efficacia perche acquistando con P.I. il tutto fosse terminato dopo il primo anno !
ora che fare visto che il primo ioperatore di certo incompetente mi ha cosi messo nei casini?
L'ultimo operatore solo per il ritiro dell ipad mi ha chiesto circa €260,00 solo per portarlo in riparazione + spese per la riparazione se questo necessitasse di eventuali sostituzioni e riparazioni ..
Premetto che Il mio Ipad2 presenta delle bande di colore rosso e blu e da un effetto sgranato dell immagine ...non riesco a capire cosa le sia preso,pur avendo provato a ripristinare ho dedotto che sia piu un problema hardware.
qualcuno puo aiutarmi?

Non ho capito la tua domanda, fratello mio
Non a causa della lingua
Per favorePer favore Mark ha chiesto più pronunciato

BT incompetence!

Sorry if this is the wrong forum - but i am a little fed up with the incompetence shown by BT when dealing with a customer complaint at trying to transfer phone services to a new property (new build). This is the text of an email, and letter that we have just sent to BT, i'm hoping that someone will have the guts to stand up and take responsibilty for the problems and not start a "not my fault, it's department X's fault, or department Y's fault. BT would not deal with any aspect of our complaint until such time as the phone and broadband connection was set up. They would not even (despite this being their fault, and immediately admitting that this was their fault) escalate the problem to get it recified quickly.
Dear Sirs
Following on from our previous correspondence (please see our complaints submitted on 7 & 14 October, under your reference (removed for security)), we can confirm that our phone & broadband have been set up and are now working. However, our experience of dealing with BT over our recent house move has left us totally disgusted with your appalling lack of customer service and unless you are able to rectify matters, as outlined below, we shall be looking for a replacement provider of telephone and broadband services as soon as we are able to do so.
In summary our complaint is as follows:
Original order placed on 17 September for a BT engineer to come on 7 October to install our phone line etc. .
No BT engineer arrived on 7 October, so we contacted BT and we were told that the original order had not been processed correctly and we would have to place a new order.
In addition, you failed to disconnect our old line on 4 October as agreed with you on 17 September, and did not do so until after our phone call with you on 7 October. The original line – MUST be cancelled in our name W.E.F 04 Oct 2013. We will not be liable for, nor will we pay any line rental for that number from that date.
The new order was placed at that point and as we had moved into a new build property, the first available appointment for a BT engineer to come round was not until 29 October (3 weeks later!)
An engineer (not BT) had been booked to attend the house on 8 October to finalise the installation of networking cables and sockets as part of the house build. This process had to be postponed with the company at very short notice, resulting in the engineer still arriving to carry out the work. This was a wasted day, both for us and the engineer.
As well as the problems outlined above, we are also very disappointed with the late delivery of our BT home hub 4. Your correspondence to us confirming our replacement order stated that our new home hub kit would be delivered on 25 October, so we arranged for one of us to be at home that day to receive it. After it not arriving on that day we rang BT and they informed us that our new home hub kit would not be delivered until 29 October (the same day as the engineer would be arriving). On 29 October, the BT engineer came and installed the line, but still no home hub arrived, so again another phone call to BT and this time we were told that we were never getting a Home Hub 4 because we already had the Home Hub 3.
As we have started a new contract with you, we thought we would be entitled to new Home Hub 4.This has now been delivered. However we are not impressed that it was a refurbished version, which we had not been informed that we would be receiving, and the only cable that was included was the power cable, no broadband connection cable, no installation CD etc. Please note that the cable that we are currently using is a spare cable we had from an old phone and is not actually designed for this usage.
When the original order was placed, we were advised that our new monthly direct debit would be around £40. The amount we had previously been paying, which included BT Infinity 2 was £53.50PM. The last payment taken from us was £65.50. We would have expected this payment to have significantly reduced, not increased. We have recently been advised that our monthly payments will be £51 – this cannot be correct as you have significantly downgraded our service
As you will appreciate, the overall impression of this regrettable sequence of events is that BT is a grossly incompetent organisation, with poor internal communications and a cavalier disregard of normal standards of customer service. In addition to the stress and waste of our time created by your broken promises, they have caused one or other of us to take three additional days off work, none of which would have been necessary had you installed the line on the date originally agreed with you. The cost of these days off is approximately £250, for which we hold you responsible.
Accordingly, taking everything into consideration and for the previous problems outlined in our last correspondence (as above) we expect BT to reimburse us to the value of £250. We would also expect a period of free line rental due to the period for which we were without any phone or broadband service, and also a free upgrade and lowered line rental when BT Infinity becomes available to our property.
We shall look forward to hearing from you soon. Please note that anything other than full compliance with our request is likely to lead to this matter being escalated within and, if necessary, beyond your organisation.

Hi treker_ed,
Thanks for posting and welcome to the community! We can deal with your complaint from here. Click on my username and under the section "about me" you'll see the link to get in touch with us.
Please include the link to this thread when you complete the form and whenever we've received your details we'll take it from there.
Thanks a million,
Robbie
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 that 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 :-)
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Incompetence/ Poor Communication Skills/ Onto my 4...

Hi hopefully these forum boards maybe more helpful than the complaints department.
This was my first complaint:
First cause for complaint I have with the service I have received was when I ordered on Friday 1st March via the Internet and was expecting an engineer on Friday 8th March so I took a day off work for this appointment. I rang up on the 6th March to check this appointment as the online account hadn't been updated and was told the order had failed apparently this is a common occurrence; so not much point in BT taking orders online if this commonly happens.
So I then proceeded to order my broadband again. Having done this I was told my order would definitely be completed on the 13th March so took a second day off work. The engineer was unable to complete my order due to a fault between two of the exchange cabinets.
After waiting 48 hours to hear back from BT a new installation date was then assigned without my consultation for 2nd April, nearly 3 weeks after the previous appointment.
I was then left a voicemail message on the 16th March saying BT would try and get me an emergency appointment and would ring back the following day which would be Saturday so presumed the gentleman that rang forgot it was the weekend next so waited till Monday but still no phone call back.
So I will have to take a 3rd day off to get the Internet package installed and finally my BT online account says that my phone line is installed and working, this is not the case as I have tried to use different phone handsets in the socket and neither are working.
Also if BT would like to contact me via my mobile number I will be available between 1pm and 2pm or after 6pm every evening.
The next problem I encountered after this was the staff members in BT's complaints department having an inability to read as they tried to contact me at around 12:30pm and 3pm on consecutive days, so nothing happened with this complaint.
So I carried on and I changed the date to the 4th April so I could 'finally' have my order completed... You've guessed it the work that was supposed to be have been completed between the first time BT bothered to turn up and today hasn't made a blind bit of difference and apparently the engineer is now going underground to fix another issue and again didn't consult me and now aren't coming until the 18th April apparently, will they even be able to install it at that time? So currently looking forward to my 4th day off for BT to come and fit my broadband (that will be 20% of my annual leave allowance).
Am I going to be stuck with this incompetence throughout my 18 month contract with BT? Has my 18 month contract even started? Is this the level of customer satisfaction that I am supposed to receive? I'm looking forward to receiving my bill because I'm sure they aren't going to forget to take that direct debit out of my account for delivering me nothing... Well except a homehub that to visitors to my flat could be tricked into believing I have Internet with.
Sorry to anyone who thinks I'm ranting a bit too much in this, just not happy and I feel this is unacceptable customer service, especially as they told me they were "pulling out all of the stops".
Sam,
Disgruntled BT Customer

Hi
I am sorry to see you are having problems
I suggest you contact the forum mods they should be able to get this problem 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 3 working days they will take personal ownership of your problem until resolved and will keep you informed of progress
They are a UK based BT specialist team who have a good record at getting problems solved
This is a customer to customer self help forum the only BT presence here are the forum moderators
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’

BT's incompetence.

Who can I contact at BT to make a serious complaint about their service? I notified them in September of this year that my husband had died and that I would be continuing to run his business so could they change the name on the account? I was informed I would need to set up a new business account in my name - easy, you would think. Since then they have issued bills for the same number addressed to myself and my late husband (with different account numbers), when trying to correct the problems they issue new orders so now I have two account numbers in my name for the same line and the most recent bill does not include the 500 free land-line call minutes I was promised and because they had generated a new order it means that my original contract (started in September) has been replaced by a contract starting in November which ties me in to a 2 year deal from this date.
They have made what was already a sad, devastating time, even more traumatic. I have spent hours on the phone to their customer service line when I should have been able to spend the time with my children and I don't even have the satisfaction that it is sorted now.
I feel like contacting Watchdog and will be getting legal advice as I want to ensure that nobody else is subjected to this incompetence!

Marge2 wrote:
Who can I contact at BT to make a serious complaint about their service? I notified them in September of this year that my husband had died and that I would be continuing to run his business so could they change the name on the account? I was informed I would need to set up a new business account in my name - easy, you would think. Since then they have issued bills for the same number addressed to myself and my late husband (with different account numbers), when trying to correct the problems they issue new orders so now I have two account numbers in my name for the same line and the most recent bill does not include the 500 free land-line call minutes I was promised and because they had generated a new order it means that my original contract (started in September) has been replaced by a contract starting in November which ties me in to a 2 year deal from this date.
They have made what was already a sad, devastating time, even more traumatic. I have spent hours on the phone to their customer service line when I should have been able to spend the time with my children and I don't even have the satisfaction that it is sorted now.
I feel like contacting Watchdog and will be getting legal advice as I want to ensure that nobody else is subjected to this incompetence!
Hi Marge.
Extremely sorry to hear of your loss, and the completely useless and outrageous incompetence by BT support. It's disgraceful.
Hopefully a moderator will read your post soon and reply giving details how to contact them. They should be able to sort out the situation for you.
http://www.andyweb.co.uk/shortcuts
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More EE incompetence

I have been a custiomer of EE/orange/t-mobile for years now, but not for much longer. I have 4 contracts but when they are finished I will be moving networks, as I can't risk taking out another contract with them. I had numerous phone calls from EE trying to get me to take out new contracts as i was a preffered customer. At the time i did not need a new contract but shortly after, my daughter neede one, so I phoned to ask about their "preffered customer deals" I was offered a very poor deal, and could get better from Carphone warehouse, they said they could not match. I signed up via carphone warehouse, authorising payment by direct debit. Shortly after taking out the contract, I received a first months bill, which said that if direct debit agreement had been set up, payment was not required. As I had set up a drect debit, I did not pay. One month later, I received a letter stating my account was in arrears, and details of the "overdue payment" had ben sent to the credit reference agencies. I was absolutely livind, as a direct deit was supposed to have been set up. I phoned EE, and they said yes, they had direct debit details. It turned out, they had just not bothered pasing these to my bank. They did try to say it ould be carphone warehouse to blame, but the originator i.e. EE has to set up the direct debit. She quickly told me that since the letter was sent there was another payment due, and it has to be paid within 2 days. She also refunded the first month's overdue payment, as a goodwill gesture. I paid the balance by card immediately. I was told that i would have to email their credit Referrals department about the "late payment" being reported to the Credit reference agencies.This is the reply I received, which does not even make sense: Thanks for your e-mail about the credit data we sent to your Equifax, Experian and Callcredit credit files. We have looked into this for you and can confirm that there late payment recorded which you are referring to.Sorry for any inconvenience caused, I hope this resolves your query. No it bloody well does not resolve my query.Firstly why take over a month to let me know there is a problem. Secondly, checking their records before sending information to the Credit Reference agencies, would have shown that there should have been a direct debit mandate, but that THEY had failed to set it up, adn the lak of payment was not my fault. So now, thanks to their incompetnece, I have a default on my credit rating, which could affect my ability to get credit in the future. reply that I could understand would have been a start. They really do take incompetence to a whole new level.

I did call, but was told I had to email the credit department., we that was the only way they could be contacted. I got a reply saying they would get back to me within 72 hours, and they keep phoning the mobile, which is my daughters, when she is in school, depite being told NOT to contact me on that number. They just keep ongetting it wrong.I will contact the relevant ombudsman after the appropriate period, and register a formal complaint

TPTwist - 3 Repair attempts before breaking my computer. Now, left in the dust of pure incompetence

Okay,
I purchased my Thinkpad Twist about a year ago. Purchased the accidental damage warranty because its a twist and i am kind of a clutz.
About six months later...
-Fan Grinding.
-Minor Touchscreen issues.
No problem, this is my primary business/school machine so I can put up with the problems for now. Just be sure not to use the machine in tablet mode and all is well for now..
About four months later...
-LCD Panel volume buttons malfunction. Any time the screen is opened beyond a 90 degree angle or twisted, it thinks I am holding down the volume up button. So I cannot use the machine in a public place without headphones plugged in.
Okay. Despite the Lenovo Support horror stories, its time to make use of my extended warranty.
It Starts.....
Contacted support, they were awesome, had a box sent to me within two days and i sent my computer in no problem. After my computer arrives at the lenovo repair center, it isn't there for more than a few hours before they sent it back to me. The ESC website has 0 updates on the status/progress of the repair.
I recieve the computer and think, awesome! Lenovo has a rockin turn-around time!!!
FALSE!!!
Problems reported:
-CPU Fan noise
-Random ScreenTouches (Even out of tablet mode)
-Volume Key Malfunction
Problems Fixed:
-NONE
I promptly contacted support and calmly explained my situation. After apologizing they informed me that it was my fault the computer was not fixed as they were waiting on my to contact them concerning the problems and repair... But wait, the ESC website did not update once after I sent the computer back, how was I supposed to know I needed to contact support? Why couldn't they simply open and power on the computer to verify there were issues?
Watev, I understand sometimes customers can fall through the cracks. I have four years of experience working in computer repair. I re-sent the computer in immediately after recieving it.
Once again, the computer was recieved by the Lenovo repair center and within a few hours was immediately sent back to me. Again, no updates at all on the the ESC website..
2nd Repair Attempt:
Problems reported:
-CPU Fan noise
-Random ScreenTouches (Even out of tablet mode)
-Volume Key Malfunction
Problems Fixed:
-Motherboard Replaced????
-None..
Problems Caused:
-CPU Fan Error on first boot.....
Okay, I understand that sometimes mistakes happen. This has gone from an innocent oversight to a weakness in Lenovo's Quality Assurance. I again promtly contacted support and calmly expressed my concerns. By now 2 weeks have gone by. The support representative did not blame it on me this time (which is better I guess) but instead offered oodles of apologies. The rep assured me that they would keep the computer for at lease 1 extra day to perform extensive quality tests, and ensure the computer is 100% functional before its returned to me. It was at the end of the week so they didn't get another box to me until the following Wednesday.. But wait, why ship one box when you can ship two??!! That's right, I received two boxes for my computer under two different service tags with two completely different problem descriptions. I sent the computer in under the service tag I was provided over the phone. I included the second overnight shipping label in my box as to not waist time shipping an empty box next day air back to Lenovo.
It Continues.....
The computer is once again shipped back to me after having been at the repair center for no more than 5-6 hours.
Problems reported:
-CPU Fan noise
-Random ScreenTouches (Even out of tablet mode)
-Volume Key Malfunction
Problems Fixed:
-CPU Fan
-Volume Key Malfunction
Problems Caused:
-Pinched LCD Cable in the hinge of the laptop and broke the LCD top plate and Bezel near the hinge.
- Now the LCD Panel grinds against the chassis above the keyboard and the finish is wearing off. The LCD Panel is split open at the bottom and the Touchscreen issues are still occuring. There is way to much tension when opening the lid and its caused by the LCD cable pinching in the center hinge.
Okay...
I immediately contacted Lenovo and expressed my frustration (calmly I might add - with experience working in computer repair I know that they are not going to want to fix the computer of some @$# yelling at them over the phone). The support representative related with me, and assured me that I was the exception not the rule and that service issues like this are highly uncommon. He told me that they were going to replace the machine with a brand new laptop and submitted an escalated service request for me.
I was told: "It will only take a maximum of 48 hours for someone to contact you and let you know if the escalation is approved."
2 days and no attempt made to contact me later, I called back. A different representative informed me that I was wrong and that the minimum time frame for someone to contact me is actually 72 hours.
Okay, 4 days later and still no attempt made to contact me. I called back. "We are very sorry, unfortunately there is nothing we can do. This has to be handled by a seperate department. Someone should contact you within 48 hours.
3 days later, no attempt made to contact me. I am at 1 week since the escalated service request was submitted. I call back. The supervisor at the support center is taking my calls at this point, and has been very helpful. I wish the department that needed to contact me had .01% of the compitence of the supervisor "####" (I will not use his name on forums) I have been working with at the support center. If they did, I would have been sorted a long time ago. He informed me that he emailed the VP of the sales department as well as a sales rep to try and prod someone to wake up and take action.
1 week later... no calls made. I am livid as Its been over a month and a half and I have been unable to use my computer once. It is now in worse condition than it was before I sent it in, and aside from the support supervisor I have been working with, no one at Lenovo cares. I call back and was informed that they are contacting some hotline and that a representative would contact me no matter what within 2 days.
Its been 3 days and I still have not had a call. Its over the weekend so nothing can even be done until monday. Its been two and a half weeks since my computer arrived trashed by the repair technician, and no attempts have been made to contact me despite my efforts to politely acquire help from Lenovo.
Lenovo took my money for the extended warranty, broke my computer and is currently giving me a long middle finger as I wait for any kind of help. I have only ever owned Thinkpads and in a house full of a family that only ownes apple products, they are laughing at me now for talking up my Lenovo products. I feel like the but of a bad joke. I cannot beleive the Thinkpad brand name has fallen so low. Bottom Line...
Regretably I think I am going to have to cross Lenovo off the top of my list for my next PC. I can't stress enough how dissapointing this has been for me. I hope I really am the exception and not the rule, but judging by the information I have found online, This is more common that I would have suspected prior. I hope you all have better luck if you ever need Lenovo to fix your computer. I mean it, Good Luck.

Luckily got the nano working (showing in iTunes). Actually I loaded TouchCopy to see if that recognised it and it didn't, but next time I launched iTunes it did recognise it, so all is good now.

Misrepresentation by Verizon - and lack of "Customer Service"

I have tried to follow the "proper channels" and no one seems to care - so here is the letter I sent to the "Correspondence Team" minus my personal information.
Verizon Wireless
Attn: Correspondence Team
P.O. Box 5029
Wallingford, CN 06492
To Whom It May Concern,
First, please know, we have been loyal customers with Verizon for approximately 8 years; and, up until this point in time, we have been pleased with our service provided by Verizon Wireless. With this timespan of provided service, I am estimating that we have spent in excess of $15,000 with your company.
We have two children in college, and with their urging, we recently decided to upgrade our phones to the smart phone technology. For years, we had been satisfied with our antiquated flip-phones. This is where our nightmare began. On March 31st, we saw an advertisement for Verizon that you were offering a new plan for the amount of $160.00 per month with unlimited text, talk, and 10GB of data – with a buy one get one free Samsung Galaxy S4 phone. We attempted to explore this offer on-line; however, your website was not working. We then saw an advertisement on your website for a phone number to call about the “Edge Program.” We called the number and were connected with Charles Brown. He was eager to assist us with our needs. I do not have his employee number; however, his phone number is (888) 924-7934 ext. 8486.
For about the next 2 hours, Mr. Brown discussed the plan with us and assured us that this was the plan that would be the most beneficial. The new plan would provide the unlimited text, talk, 10 GB of data and 4 new smart phones. During this time, he assured us that our bill would be no more than $175.00 per month for both the service plan and the phones. He stated that we were up for renewal on several of our phones and we would receive rebates on each of these phones. He continued to assure us that with our initial deposit on the phones and with the rebates, our total bill would not be more than $175.00 per month. We signed the agreements with him continuing to assure us of this situation. The night we signed the contracts, we received 17 emails regarding our new service.
Within the next few days, we received two of the phones. The bill that arrived stated our bill would be $240.00 for these two phones. We contacted Charles and he stated: “Oh, don’t worry about that! When you have activated all 4 phones, the rebates will kick in.” It then took an addition two weeks to receive our next two phones.
We then received our next statement for the period of March 13 through April 12 for the amount of $380.00. We attempted to contact Charles with no success. We thought, well, we just activated the phones. Perhaps, these rebates have not taken effect yet. We paid $180.00 and again attempted to contact Charles. We have made these attempts numerous times to no avail. Apparently, he has made his commission and is done.
Our next bill arrived with a current charges of $278.35 with an additional past due balance of $200.04. No credits or rebates had been applied.
On May 21, 2014, I contacted Verizon Customer Service. After speaking with one lady, I asked to speak to a supervisor. I was connected with Kelli (employee number 992300). I told her of the above stated events and gave her our concerns over the fact that we had been lied to by Mr. Brown. She placed me on hold to do “a little research.” When she returned, I also inquired if all sales phone calls were recorded. She stated they were. She asked if we were offered the plan with a 2 year renewal contract and I told her that during our 2 hour conversation with Mr. Brown, that the only plan we were offered was the “Edge” program. She then offered to switch us to a 2 year renewal service plan including the phones we had received for $183.00 per month. I agreed to this verbal agreement. She then asked if we had signed the Edge contract and I stated that yes we had with the assurance from Charles that we would receive the rebates. She then retracted her offer and stated the best she could do was a 6 to 12 month credit to our account. I declined and asked her to listen to Charles Brown’s recorded conversation with us. She stated she would and stated twice that she would call us back within one hour. It is now May 25th and we have yet to hear from her.
After one and half hours passed, I called the customer service number again and after asking several times to speak with a supervisor, I was connected to Marcus (6805). He did tell me that it would take up to 72 hours to research this type of request. I stated that I thought that was reasonable; however, I was promised a return call within 1 hour. He stated he would continue to follow up on this situation.
In all honesty, I do not expect to hear from either of these representatives. I feel that I was make promises just to get me off the phone and they have no intentions of following up on my requests.
We do not wish to cancel our service with Verizon; however, we are feeling that we may have no choice in this matter. We feel we have been lied to, ignored, and unvalued as a loyal customer. I also feel that “calling customer service” would be a waste of my time and energy and would only result in further frustration and anxiety. We contacted AT&T and they have stated they would be more than thrilled to meet our telecommunication needs.
What can you do to help? Please review our multiple conversations with Mr. Brown. You will then find that our concerns of untruthful statements are legitimate. We would be more than happy to switch to the 2 year contract for $183.00 per month. If this is not available, we will be forced to switch to another service provider.
We would appreciated any further consideration of this matter and if would like additional information, please do not hesitate to contact us at our home number or respond on this forum.
Sincerely,
A Very Unhappy, and soon to be former, Customer

Although long in your post the situation was somehow messed up.
Like the AT&T plan you are alluding to the price is $160 plus taxes and fees per month in addition to the Edge Plan charges of at least $100 for the four phones ($25x4=$100) so that would be $260 plus taxes and fees. There could also be pro rata charges for partial month of service. First bill is higher in many cases.
Now if you were just going to purchase four new smart phones under a 2 year contract each there is the cost per device at subsidy say $200 each or ($200x4=$800). Plus 4 upgrade fees at $30 is $120 plus the cost of a plan you choose with shared data. So $920 plus plan say at the lowest rate share plan to be $160 plus taxes and surcharges. You would have received an invoice way over $1000.00 so you were put on the edge plan.
You were misinformed as you have to pay a cost for each device for 20 months.
You may have not heard that point in the conversation. Or it may not have been told at time of sale.
I hope the letter works out.
Good Luck

Anyone know how to change the default font for the new pages? Apparently it does not even come up when I search the 'Help' section of Pages. The level of incompetence in this new version seems breathtaking

I cannot find how to change the default font in the new Pages. It does not appear in the Help area when I search for it. I am never sing Helvetica for my standard documents and cannot seem to change it. What am I missing? And why does Pages help not have an easy answer?
dan

You open a blank template and change the font to you liking. Remember to also get all the styles changed with new font. Then Save As Template. Now you have a template with the font you like.

Incompetence or Misrepresentation???

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