Is this Customer Service?

I sent my laptop for Broken Hinge. After receiving back i found that my hard drive is replaced even without asking me and the old hard drive was not even sent back.
When i sent my laptop, i never gave any password and i specifically check-marked that i do not want lenovo to bypass my pc security to run any diagnostic. Still they went ahead and replaced the hard disk without even confirming with me (when i have sent PC for a cosmetic issue).
I called up Customer Care and they opened a new case, they told me that a customer relation manager will get in touch with me within three days. No one called me for 4 days so i called them back, I came to know that Customer Relationship manager has logged in that she tried calling me and left a message (great, with new digital phones u know who called, so i dont have to go to phone company). They said anyway she will call back by end of the day. No call again. So i have to call customer service again and they gave me her number to call her directly (i think they realized that she is not going to call any how). I called her up and first thing she tells me that i signed on inventory control sheet which says that ur hard disc might get re-imaged so she can't do anything for me.
Man i just want my old hard disk back because of data. I signed on that sheet as generic understanding but i sent my loptop for a cosmetic issue and i specifically asked not to run any diagonstic etc, but still if they have replaced my hard disk then they should have sent the old one back.
I am still trying to find out the authorities to report this case.

Why do Customer Service open Escalation cases when no one from Lenovo ever calls back to discuss it. Second time for case id 8002857043, i was promised that customer relationship manager will call me back within three days but i am still waiting.

Similar Messages

Call this Customer Service

Just spent 45 mins waiting in a queue and then transfered to a dead line!O2 are impossible to speak to!

Steve_Langwood wrote:
Just spent 45 mins waiting in a queue and then transfered to a dead line!O2 are impossible to speak to!How many times have we seen that this weekend....I know holiday season has begun but don't O2 employ additional staff to cope with this time of year?Edited to add.....they think the forum will cope with queries......obviously...

Read this gem of customer service! Haha not!

My first email....
To whom it may concern,
Last year I bought a PS3 Wireless headset model PS398085 on sale for 50
dollars when it was originally 99.99. (Attached is the receipt). I was
very happy with this price from a coupon(@gamer magazine) and amazon
price match so I decided to buy the warranty for 12 dollars with the
hopes and expectation of being able to get a replacement headset if
anything went wrong.
I've had issues with the microphone on my headset so I decided to take
it in and get a new one. To my surprise I didn't see my same model in
stock only the new headset model. (
http://www.bestbuy.com/site/sony-gold-wireless-stereo-headset-for-playst
ation-4-and-playstation-3/3353002.p?id=1219091055230&skuId=3353002&st=ps
3%20wireless%20headset&cp=1&lp=3
). The new model was the same price as my headset's original pricing
before the savings, and ten dollars less than on your website at
$89.99.......So I took my headset and receipt and the "new model" to the
customer service counter expecting a easy transaction. I waited at the
customer service desk for 5 minutes then finally an associate came up to
me saying to her manager "Where is everybody?".
She first tried to give me $50.29 on a gift card then expected me to pay
another $50 on top of that to get the new model headset from Sony since
mine was no longer carried. I politely asked for a manager where the
female associate replied "He's just going to say the same thing". so I
replied "Thank You" with no response from her....Rude. The managers
name turned out to be Adam. (Traverse City, MI)
He heard my situation and still tried to offer me only the $50 gift
card. I was very confused on how this situation was handled. The
customer was not heard, I felt like the service team was being
irrational on a customer service base. I felt like I was getting
bullied into their solution rather than being heard as a customer.
I tried to explain my headset was originally $100 dollars but I waited
for a good deal and received it at half price. I feel like now my
warranty is being taken advantage of because all I want is a replacement
headset, not to spend another $50 to get a replacement "new model", if
that is the case why did I buy the warranty on my headset?
I have always loved Best Buy and have shopped there for my electronics
almost all my life, but to be honest I feel misled and frustrated over
this. I've recently bought the ps4 so I was expecting to buy my games
and future accessories from Best Buy. I've also just bought a new home
and will most likely need new appliances in the future. I'm just saying
this was very poor judgement for customer satisfaction. I'm a potential
future customer that honestly feels turned away.
Please help me out..... Thank you
Their reply.......
Thank you for contacting Geek Squad about replacing your PS3 headset. I
understand the frustration you feel with the replacement with your
product, however we can only offer you up to and not to exceed the
orignal purchase price. Even though the headset had a higher value than
the price you paid since we no longer carry that product we can only
issue a gift card for a maxium of what you actually paid. The issuing of
gift cards is handled like a refund. If you had returned the product for
a refund we would only refund the price you paid and not the total value
of the headset. I understand that you expected this to be handled as a
exchange rather than a refund, however due to the fact we didnt have a
headset to perform an exchange adherent to the Protection Plan terms and
conditions, we have to handle the transaction in the same way we would
handle a return.
In the terms and conditions of the Protection Plan the policies is as
follows:
If we determine, at our sole discretion, that your product cannot be
repaired, we will replace it with a product of like kind and quality
that is of comparable performance or reimburse you for replacement of
the product with a voucher or gift card, at our discretion, equal to the
current market value of the product, as determined by us, not to exceed
the original purchase price of your product, including taxes.
Here is a link to the terms and conditions of your Protection Plan.
http://www.geeksquad.com/uploadedFiles/wwwgeeksquadcom/protection_plans/
Geek_Squad_Protection_TsandCs_7_15_12_English.pdf
I hope this clears up why you were offered a gift card for $50. We again
do apologize this has been a frustrating process for you. Should you
have anymore questions or concerns please email us or call us at
1-800-433-5772.
In conclusion they pretty much lost a lifetime customer for 50 bucks. Good luck dealing with this customer service!
Solved!
Go to Solution.

Let me clerify the warranty is good for the price you PAID. You only paid bestbuy $50 for the headset becasue you used mfg coupons and other rebates to get the price lowered like a amazon price match. The issue with this is the warranty allows for an exchange of EQUAL goods. Since the old headset is no longer offered any longer Best buy is left with very limited options. The warranty is handled by a third party which means they actually process and accept or deny all proteciton plan claims. The warranty just like any other warranty only protects you up to the cost of what you paid. Car insurance is a good example unless you use a specific insurance that says if your car is totaled at no fault of your own they upgrade you(its in the contract you sign with them and bestbuy had no such agreement with you.) The protection plan you paid for essentially protects you from your loss of the amount you paid. If I for example somehow aquired a rare car where there is only 1 in the entire world and I bought it from a dealership for lets say $50,000 and the car basically is totaled due to some defect from the mfg or what have you. The insurance company only reinburses me for the value of the car(what I paid in this case.) Since there isnt another car like it the company can reinburse me with they are left with the only option left. To reinburse me the amount that I invested in the car. If there was another car that there was only one of that was the newer model of my previous car and it was $100,000, I couldn't reasonably DEMAND that they give me the newer model for the same price as my previous car that I only paid $50,000 for. Again this is a legal service agreement between you and a third party company for your headset. Best buy will do what they can in this matter and refund you the total cost you paid(this is acceptable and reasonable for anyone looking at the matter using logic.) How do you honestly expect and demand to be given the better and more expensive model at no additional cost? Can you show me where in the service agreement you signed and said you would lawfully abide by that says "If for whatever reason we can no longer get you the product you purchase we agree to give you a 100% return of investments and upgrade you to the newest latest model at no addition cost to you." The fact that best buy is willing to give you back your original investment and refund the protection plan amount that wasnt used is more then acceptable. Do you think if it worked the way you demand it does that a insurance company that offers protection of your products would be in business if every time someone made a claim they gave them back Double what they originally spent? It makes no sense. You shouldnt be mad and taking this out on best buy. This was your legal responsibility between you and the protection plan contractors and best buy is just the middle man with the product like a dealership. It is not up to best buy to make it right since you agreed that this is how it may be handled if your product is no longer available. You got to use the headset for as long as you did for pennies on the dollar(you only lose a little bit of the protection plan and they are returning the original cost of your investment.)
While I am an employee of best buy anything I say here is solely my opinion and I will use it to help you the best I can with my knowledge/Expertise however getting your issue solved is up to a community connector as I like any other employee have no power on these forums.

Poor Customer Service so far, hope it gets better

About two weeks ago, I went to a Verizon store to change my service provider from Sprint to Verizon because I have heard that Verizon customer service is so amazing. After speaking with the customer service rep, I had set up a plan and elected to get the iPhone6 for my wife and I, two phones total. The customer service rep said she would have to order one and it would be about a week before we would get our new phones, which I was ok with. When she put in our address, she put in the wrong address for one of the phones but not the other. When I pointed out that it was not our correct address, the rep told me all I would have to do is contact Fed Ex once it ships and have them change the destination. Ok, not a problem. A week went by and the phones shipped, so we contacted Fed Ex per the customer rep's advice and Fed Ex told me that I would not be able to change the destination, only a Verizon employee could do that. So I contacted our customer service rep again on Monday and she said she would have it fixed... this was Monday. We received one of the phones yesterday and the tracking number shows that the other phone was shipped to Florida while I live in Virginia. Now we have one of the phones here at my house and the other phone is on the other side of the country. Since Monday, I have been chasing down this customer service rep and her supervisor trying to get this situation fixed and I keep getting brushed off and I feel like my issue is not important to them, though this was their mistake. When I ask for updates, the rep only responds to me in text and when I tried to call her yesterday, she stated that she won't know anything until today and that she would notify me first thing. It is 11:30 and I guess first thing for her isn't the same as what "first thing" means to me. Is this what Verizon customer service is like? Making errors, then tasking the customer to fix your error? I understand that one employee does not represent all of Verizon, but even the manager played our situation off as if no big deal. So before I decide to say forget all of it and just take my business elsewhere, I wanted to give you guys a chance to fix this. Please help and redeem your customer service.

Thank you for visiting the HP Support Forums. This forum is to leave feedback and suggestions directly relating to these message boards. If you have feedback for HP about their products or services, please use the link below:
http://welcome.hp.com/country/us/en/wwcontact_us.html
This is a user-to-user community, and not a venue to receive direct help or feedback from HP. If you have any further questions or concerns, please feel free to send me a Private Message.
Thanks!
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When your problem has been solved, accept the solution by clicking the "Accept as Solution" button to help other members in the future!
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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"!).

Lousy Customer Service DSL experiences

I'm curious if any one else is experiencing lousy customer service when encountering problems with Verizon DSL? My wireless router appears to have quick working, I called Verizon tech support . They insist it must be the lines. Have waited over 3 days for an appointment with a person to come to the house. So, what I don't understand is when I had trouble with my Comcast Cable, they tested over the phone, and okay me to come to the local Comcast office to exchange the box. I specifically asked to exchange router, and was told to wait.
Is this customer service incident the same as yours?
Sorry if I repeated a similar post, didn't have time to search.

Well to be honest. it sounds like they are doing the right thing by having someone come out. While it could be your modem. It could be the line just as easily. You can ping your router/modem. but cannot ping the internet. So the problem is either the modem connection to the dsl (possible bad modem) or a problem on the line. If they think its the line, then you have a good chance of that being the issue. Most of the time its hard to get them to come out, so if they offer to come out to check the line. that is a bonus.
====================================================================================
Error exists between keyboard and chair.

I was told by Borders customer service that I have to add them as a "trusted site" to avoid an error message when sttempting to use the shopping cart. Is this true, and how do I do it?

When I go to "checkout" on Borders.com, I get an error message. The message is as follows:
[ServletException in:/ConsumerDirectStorefrontAssetStore/ShoppingArea/ShopcartSection/body.jsp] null'
I have tried refreshing, clearing cookies, and everything I can think of. Customer service told me it had to do with security settings, and that I had to add it to my trusted sites. I have never had to do this before, so I'm jsut wondering if this was true, and how to do it.

Are they multi-function units? Do they include a scanner? Most people call these multi-function copiers, not printers. Printers don't have a scanner in them.
Give us some specifics as to the brands and models you have tried.

I have a disclaimer that says my Adobe Flash Player is out of date and needs to be updated. I have been trying to figure this out for 2 days, which is a waste of time, and I chatted with Adobes Customer Service department who said they can't help me

because it is a free application. They referred me to the Forum (which I have tried many times) but to me that is like a dog trying to chase the tail. I am very upset because I cannot get You Tube nor can I listen to music. This may seem trite but it is not trite to me. I pay monthly for the use of CC Photoshop and Lightroom. I will not give them anymore money for other software as they do not offer excellent customer service. I am a consumer and should be treated with business sense. Adobe keeps making a ton of money and gets away with it. They have the worst customer service I have ever experienced in my life. Shame on Adobe. I will not use the Forum for assistance. They should be paying us for learning an IT job. Obviously, Adobe is self centered because they don't consider that maybe we all have a life and cannot worship Adobe.@

I had been getting those notices for months, I finally broke down and hit the button to automatically upgrade. I was flooded with offers of new services from $10. to $49. per month - and my audio/video for Facebook, NYT and NPR are "blocked" with the advice to "upgrade " my Adobe Flash Player - for which there does not seem to be any customer support. My advice is to skip the "upgrading" if your computer works;I do not know what to do now . . .

How do you get a human being from Apple for customer service? This is the worst customer support ever seen!

How do you get an actual human being to speak with at apple to help with customer service?

The Apple Support COMMUNITIES is a user-operated apple-run page where users of the COMMUNITY help other people the best they can. Apple employees do not have anything to do with this page apart from own the servers and design it. If you want to speak to Apple then go to their Customer Support here: http://www.apple.com/uk/support/contact/
Remember, this isn't a customer support page, it's a community forum based on using Apple products. If you wish to refer to Apple employees then this is the wrong website.
Hope this helps.
- bi9scuit

Awful customer service experience over the phone this weekend

@emaiya
I’m sorry for your troubles. I have sent you a private message to assist you further.

I moved last weekend, and after I hooked up my wireless gateway, it showed I wasn't online. So, I called Customer service. After about 30 minutes on the phone with a guy, he said he would have to setup an appointment. That process took at least 10 minutes of him putting me on hold while he looked up the appointment. He said the next available one was this morning (Thursday) from 8-10, so I took it. I sat at my house this morning waiting on a technician who never showed. When I called customer service there was no record of my call this past weekend, or the appointment I made. I have very limited vacation time, and I do not want to spend it waiting on service that doesn't exist. So, I have to wait another 5 days to get service. Of course, you have already billed me for service that should have started on the 12th, but won't actually start until the 22nd! Of course, that is if someone actually shows up. I will believe it when I see it.

I have tried to purchase Adobe Acrobat Professional XI this morning and payment (AED 1983.53) has been taken, I received a message stating there was/is a problem processing my order and that I should contact your customer service team in UAE. Having trie

I have tried to purchase Adobe Acrobat Professional XI this morning and payment (AED 1983.53) has been taken, I received a message stating there was/is a problem processing my order and that I should contact your customer service team in UAE. Having tried this, I was met with a recorded message, in Arabic, and no options to speak to anyone. I have found this process extremely frustrating and poor on your behalf. Not providing any options to speak to an Adobe representative is equally annoying. Please get back to me ASAP, as I need to use the product immediately.

CS2 is very old and reached its "end of life" a while back. So probably won't run on modern operating systems. If you can still run it, you'll need to uninstall what you have and re-install with the download link below to activate it.
Error: Activation Server Unavailable | CS2, Acrobat 7, Audition 3
Nancy O.

Could this be the worst customer service ever???

Hi - not used the forum before, but have had the most unbelievable time trying to deal with BT. The simplest way to illustrate how abysmally terrible they have been is to paste below the letter of complaint (and the follow up 2 weeks later) that I have sent to BT. It is long, but shocking reading, and compelling if you have ever had experience of what BT ironically calls "Curstomer Service". No response yet, apart from a lame reply a few weeks later saying that they agree that the service was terrible, but that they probably won't do anything about it. As soon as the 8 weeks are up, I'm going to escalate this to http://www.ombudsman-services.org/
Am I missing something here? Am I expecting too much of BT? Am I making a fuss over nothing? Or does this resonante with anyone who has had dealings with them?
ORIGINAL LETTER (5th NOVEMBER):
Dear British Telecom
I am afraid that I need to make a formal complaint about my treatment at the hands of BT over the past 6 weeks.
I received a MAC code from BT at the start of September which I tried to use to switch to another supplier. The supplier told me that when I had signed up to BT Infinity with you last year, this had made the line incompatible for the ADSL service that I was now requesting and the line needed to be downgraded. I originally called BT on 13th September to request that this be done, and spoke to a woman called Jackie. She agreed that it was remiss of BT not to have explained the implications of the switch to BT Infinity when I was offered the deal, and so agreed to arrange a manual downgrade of the line to avoid triggering a contract renewal. She told me that the work would be complete by 23rd September and that I would receive confirmation from BT that the work was to take place within 2 business days. No confirmation came through. I called again the following week and had 2 lengthy conversations, with one person telling me that no work was in progress, and another telling me that yes it was in progress. However, on 24th, the work had still not been done.
I called again on the morning of 24th for a very lengthy conversation (well over an hour), when after a lot of resistance, the person eventually explained that they didn’t know why the work had not been carried out, but it would definitely be carried out the next day. I asked her to assure me that if this was not done, then I would not be liable for any charges as a result of BT’s repeated failure to perform this work. She agreed to this.
I went on holiday the following day, and by the time I returned on 10th October, my other supplier, had still not managed to use the MAC code to switch to them, and it had now expired. It had been repeatedly rejected because there was an open order on the line.
I called again on 10th, and was told that they didn’t know why the work had not been completed, but it would be done by 14th. I was told I would have one month of broadband payments refunded, and that I would not need to make any further payments to BT, as it was BT’s fault that the work had not been done and I was still with you. I requested confirmation of this twice, to be sure that I had not misunderstood, and it was given twice in very clear terms.
Of course, the 14th came, and the supplier I wanted to switch to was still being told that there was an open order on my account. I called again on 14th, and this time was told that the work actually took place on 26th September, but that there was still an open order on my account. None of the many people I was passed to over the next couple of weeks was able to tell me what the order was for – one person said it was just an administrative item that needed to be closed. I spoke to many people who claimed that it was closed. Eventually someone agreed to do a little research and found some background processes running, which were eventually closed after several more difficult calls.
These calls were without exception long and difficult. I was often promised calls back with explanations, but not one ever came. I was often told that I needed to be put through to another department and that the person I was speaking to had spoken with them and they would be able to help me quickly and easily and were awaiting that I be transferred, but I was put through to a long phone queue and then spoke to someone who didn’t know anything about my case and was not able to help anyway. I had to repeatedly explain the situation from scratch to somebody new, despite being assured that this would not be necessary. In short, I spend very many hours that I really could not afford on the phone to BT to sort this out.
This was dereliction of customer service and a breach of your duty of care on a significant scale (in addition to the failure to supply the service downgrade promised, and then the failure to communicate that it had been supplied until I called many times more). The calls caused me significant frustration and distress, and affected my mood for a long time after. The hours I had to spend on the phone in a vain attempt to make myself understood by your people caused me to miss deadlines at work, to appear sloppy, and to present myself in a less professional way than usual due to the vexation caused by all of this. I could never have imagined that getting a simple request fulfilled could require such a significant expenditure of time, effort and internal strength.
My complaint is not that there was an initial error with the work, but that this error was not explained, investigated or put right despite extremely lengthy efforts by myself to communicate with BT what needed to be done. I was treated with disrespect many times, as people told me they were putting me through to specific people they had spoken to, but then just put me through to a long phone queue; people promised me confirmation texts/emails and update calls which never came; different people gave completely conflicting stories about what was going on with my account; people repeatedly assured me that everything was fine and the other supplier would now be able to place the order, and the other supplier was not able to place the order. These were not one-off events – each of these situations happened several times. I can only describe your customer service as consistently abysmal.
Finally, last week, the supplier I want to switch to was able to place the order and arrange for the takeover of my line and broadband which will take place next week.
Sadly, though, that is not the end of my problems with BT. In the early hours of this morning, I received 3 emails asking me to view and pay my new bill. This came to over £140 (up to now I have been paying £17 per month), and included an incomprehensible set of charges for “Line Rental”, “Broadband and Calls” (which included BT Infinity Option 2, which I do not have), as well as separate listings for “BT Broadband Option 3”, which I also do not have. There are no words to describe the shock and disbelief I felt upon opening this.
Throughout the whole process, I have been very clear and explained multiple times that my purpose has been to be able to switch to another supplier, and that despite being offered new contracts and new deals many times, this was not what I wanted. I only wanted to be able to switch as soon as possible, and so wanted no renewal of any contract. I was assured several times that this is what would be achieved. The comments on my latest bill refer to a “contract start date”, and so if there is any new contract in place, this has not only been done without my consent, but in contravention of my repeatedly expressed wishes. Whether the explanation for this is gross incompetence or corruption, it is not acceptable, and must be cancelled immediately.
I called again today, but again found myself talking to apologetic people who couldn’t help who passed me on to long phone queues which led to more apologetic people who couldn’t help.
Given that this has been going on for so long and given that the many promises made to me by BT have been repeatedly broken and given that I had been clearly and explicitly assured that I would not have to make any further payments to BT, as my switch was in progress and only BT was obstructing it from taking place; I am no longer prepared to subject myself to this treatment. Rather than paying you this money and giving you more of my time, I would expect significant compensation from you for the many many hours I have put in to trying to address the consequences of BT’s failures and for the resultant stress, that has affected other areas of my life and which continues to do so.
Please respond to this letter within 14 days, confirming that you will be cancelling the latest bill and any contract that you may have put in place, and advising me what level of financial compensation you feel would adequately compensate me for what I have been put through by BT. Naturally, you will not be proposing any credit to my account, as I will hopefully no longer be a BT customer in a few days’ time, and the balance on the account should actually be zero.
I look forward to your prompt response.
Yours sincerely
FOLLOW UP LETTER (20th NOVEMBER):
Dear British Telecom
I submitted the letter below via the complaints section of your website on 5th November, asking for a response within 14 days. The automated response said that you would normally respond to complaints within 48 hours, but at very busy periods this may take up to 96 hours. However, 2 weeks has now passed and I have received no response from BT.
I tried calling BT again on 12th November, after receiving a new bill demand. On the automated system, I asked to speak about my bill. The automated voice said “about your bill. Is that right?”, I said yes, but it put me through to the BT Options team, who were not able to help and eventually transferred me to the billing team. I spoke to one lady and to her manager, and was told that she would investigate the huge and confusing charges on my bill, and the promise that had been made to me that I would not incur ANY further charges, and that she would get back to me on my mobile number within 48 hours, and that if she could not reach me, she would call back until she did. I asked whether this meant that my bill would be on hold until she spoke to me again, and she clearly confirmed this. Of course, no call ever came, so my bill is actually still on hold now, according to she clearly told me.
Then, in the early hours of 18th November, I received 2 emails: one telling me that another provider had requested to take over my broadband service and that service would stop from midday on that day (even though it had actually been transferred to another provider more than a week earlier), and another thanking me for taking out a new 12 month phone contract starting on 18th November. Of course, I never discussed any new contract from BT, apart from stating very clearly on several occasions during my many calls with you that I specifically didn’t want to enter into any new contracts.
I called again on 18th to speak to the complaints department. I spoke to Angela, who told me that the complaint that I had made on the phone on the 12th, and the complaint that I sent via your site 2 weeks ago, and which I copy below, had both been ‘escalated’ to a woman in India called Sharon, who was supposed to have called me back by 14th. Angela said she would look into this, get hold of the complaint I had sent and read it carefully, and would look to cancel my bill and offer me compensation. As has been a common occurrence in my dealings with BT, she apologised for the way things had been handled so far and assured me that she would now take ownership of my case and would definitely call me back at 2.30pm with an update, even if the situation was not fully resolved at that point. She even re-confirmed my mobile number, but of course, no call ever came.
And, incredibly, this morning, I received another email from BT, telling me that as I hadn’t paid my bill yet, a late-payment charge had been added to it, and threatening me with a downgrade of my credit status.
Again, I feel compelled to emphasise the great frustration and stress that this situation is causing me. This is utter neglect of your duty of customer care, and there is nobody in your confusing maze of customer support phone services who has been able to understand and address any of my issues I have had over this extremely difficult 2 months. Several people have promised that they would take ownership of my case, and would stay in contact with me, but none of them ever has. There seems to be no way to meaningfully communicate with anybody at your end, even while the bills, and charges, and threats and confusing emails are coming thick and fast. This is now proving to be equally true of your complaints procedure – my complaint has been completely ignored.
As I requested in my previous letter (below), please cancel my bill immediately and propose what level of financial compensation you feel would reasonably compensate me for the extreme frustration and stress that I have been subjected to in recent months, which has affected other areas of my life, including my work and family life, and the time and trouble I have taken to try to reach you to get this sorted out.
I include a copy of my original letter below, and am sending this to you both by email and in the post. I would like a positive response within 10 calendar days of the date of this letter, addressing all of the issues I am raising. Beyond this 10 day period, I may take further action, which may include legal action and/or publicity about this case.
Yours sincerely

Update - in case anyone is still interested - Here is my response to them:
30th December 2013 – Our Response
Thank you for your proposal, which we do not find acceptable.
Not only does it ignore the promise that we were made by telephone in October that we would not receive any more bills from BT, as the fact that we were still with you had already been down to your negligence for some time, but it also ignores the abysmal service that you have given us and the resultant stress and personal inconvenience that you have directly caused. An apology and a weak offer to refund the difference between what we pay now and what we paid you is very very far from even beginning to make up for this. Your wilfully ignoring a promise that you had made in October and that we very clearly drew your attention to in our original letter is yet another example of this, as are your over-complicated "final" bills, which are not easy to make any sense of.
You say that you will feed back to the agents involved about the terrible service that they have given. This will make no difference. If only one or two agents had been involved in delivering a terrible customer experience, then maybe this may have helped, but the fact that your service has been so consistently and unswervingly catastrophic in every single interaction (and you will be aware that there are very many posts on forums all over the Internet singling out BT for similarly incalculably bad service) suggests that the problem is in your processes, your training and your staggering lack of customer service ethic. If you truly wish to make changes, your actions will need to be far more fundamental than simply scape-goating a few individuals who are doing nothing different from anyone else you employ. I do not hold any individual or individuals responsible for what BT has done, but BT as a whole.
I intend to refer this case to Ombudsman Services: Communications, but would welcome a response from you before 2nd January if you have anything further to add.
Best Wishes
Guy

How Can Customer Service Go From Great to Poor Like This?

Not sure of the correct sub-forum to post this in so I decided to post my experience here.
I purchased a 55 inch Vizio TV off of BestBuy.com after my old TV blew a fuse and died back on January 11th and it scheduled for delivery on the 17th. Mainly because my work schedule conflicts with the 7am-7pm delivery times that Best Buy offers and they could guarnantee that it would be delivered by 8am on a weekday.
I received an automated call around 8pm on ther 16th letting me know that my delivery was scheduled for the 17th sometime between 4pm and 7pm. The delivery drivers called me twice on the 17th, the first time was around noon, informing me that they would be at my apartment sometime between 6pm and 7pm. And again at 6:30pm letting me know they were 5 minutes away and would be there shortly. The delivery drivers showed, dropped off my new TV, took away my old one, and since it was extremely cold outside, I let the TV sit before hooking it up so that it could get to room temperature.
All in all, I was satisfied with the experience. No issues whatsever, the delivery drivers were nice and once I had hooked the TV up it was great. I loved the new TV.
Then a little over a month later on February 24th, a very large section of the TV (about 1/6th) of the screen, was all of the sudden darker then the rest of the TV. It wasn't completely blacked out, but the entire top left hand side of the screen was darker, in an almost perfect rectangluar shape, going from the left hand side to the middle of the screen and about 1/3rd of the way down. Almost like for that section the brightness level was set a lot lower then the rest of the TV.
So I went into my local Best Buy, Store #295 on Morse Rd in Ohio, to ask them what the proper procedure was to get it fixed/replaced since I only had it for a little over a month and had purchased a 2 year protection plan on it. Since it was a 55 inch TV, I was given a number to call and told to talk with a Geek Squad Agent to schedule an appointment for someone to come out and look at it. I called the number and scheduled an appointment for that Saturday (do to work my schedule) for someone to take a look at it.
Again, the people I talked to in Customer Service were nice and helpful in this situation. And the Geek Squad Agent himself, Alex that came out to my apartment on February 28th was excellent and helpful. Said it was a defective panel and since Vizio doesn't make replacement panels, it would have to be exchanged. Though apparently that day, the number he was trying to call in to get an exchange confirmation for was screwed up and apparently all calls being made into Best Buy (i'm not sure if he was calling the main headquarters or not) were all being re-routed to Consumer Relations regardless of what phone option he chose, and if he tried to get transferred it would get transferred back to Consumer Relations. So he had to wait till later hoping the phone system got fixed to get me a confirmation. It was around noon that he was at my apartment it wasn't until about 6pm that I call back and an e-mail from Alex giving me my exchange confirmation number. I know that the phone issue wasn't his fault, but he was very apologetic about the situation.
He told me take the confirmation into any Best Buy and they would get me squared away with a new TV and schedule its delivery and pick-up the defective TV. Unfortunately, I was no longer at home and was about 2 hours away with family for the rest of the weekend. So on March 2nd, I went into my local Best Buy again, talked with Ebony and the Customer Service desk, who was helpful and polite. I gave her the exchange number, she got me all set up with a delivery date for March 7th (cause I couldn't be there at any point during the week) and I was on my way.
Up to this point, even though I've had issues with the product I've purchased, everyone I've spoken with in regards to getting it fixed/replaced has been extremely polite and helpful. And then it all goes wrong apparently.
Now, unlike when I first purchased the TV, I received no confirmations for my delivery. I didn't get any e-mail confirmations, no automated call the night before, and no calls from any delivery drivers the day of the delivery. So since I had heard nothing, I called my local Best Buy to see why I hadn't heard anything yet. It was around 3pm when I first called, it took 10 minutes for someone to answer the phone after going through the automated prompts, the person I talked to, whose name I can't remember took my info from my receipt and told me that he is showing me in the system as having being scheduled a delivery for the 7th and that my TV should be on the delivery truck. I asked him why I hadn't heard anything, he said he didn't know, that's all the information his system was showing him and to get more detailed info he would have to call the delivery company. Which to me means that its not Best Buy who is delivering the TV but a 3rd party company. He asked me if he should call them, but he didn't know how long it would take to get a hold of someone, but assured me that the delivery was on the truck and would be coming today.
Thinking back I should have asked him to call, but I told him as long as you're telling me that you are verifying that its coming today thats fine, I was just concernced since I hadn't heard anything or gotten any confirmations except what was on my receipt. He said according to his system my delivery would be there today.
Well, 8pm came around and I still hadn't had anyone show up, nor I had I received any calls. So I called back, talked to someone else, who then told me had to research it and call me back. 8:40pm I get a call back and am told that they have no idea what happened or why I didn't get my delivery today, but because its so late now they can't get a hold of anyone and would have to wait until tomorrow. And that if I didn't hear from them by noon to give them a call. So no one knows whats going on, their system gives them limited info, and no can answer my questions as to what happened.
So today at 11:30am I get a call from Best Buy to tell me that the situation has been fixed and they've scheduled a new delivery date for the 14th. And that they still have no idea what happened in regards to the delivery not showing up yesterday. To me this in unacceptable, I still have no info as to what happened and no one can tell me what happened, a new delivery date was made without asking me first and it was made for another week from now. Why couldn't if be delivered today? And all this person could tell me, was that the Back Office Manager fixed the problem and I have new delivery date according to the note he had.
Taking out my anger on an employee is pointless so I don't do it. I'm angry, but I also know that the people i'm talking to an on the phone aren't directly responsible. They were just handed the call or told to make a call. But something, somewhere got screwed up and the only response I get is the delivery has been rescheduled. If I had known that this would have have happened, I would have rented a U-Haul truck and brought the defective TV back and picked the new TV up myself. The whole reason I had it delivered was because I can't fit a TV this size in my car without causing damage to it or my car.
Just how did I go from getting helpful employees with answers, to a bunch of people who don't know what's going on and can only say i'm sorry?

Hello kschleper,
Discovering that your brand new TV is quite working as it should would be incredibly disappointing, so I’m glad to hear we were able to offer you an exchange when repairing it wasn’t a viable option underneath your Geek Squad Protection plan. It’s regrettable that the exchange delivery appointment didn’t go as smoothly as your first though, and I’m sorry for any frustration this may have caused.
As you may be aware, you should have received a call from us either the night before or early morning of your appointment date. Upon review of your account information using the information you provided when registering for the forum, I noticed that we never had you scheduled for March 7th despite your receipt indicating otherwise. This could explain why our agents were unsure as to why your delivery appointment wasn’t on our schedule. I truly apologize for the oversight.
Please know though I see that your new appointment is scheduled for March 14th, and I’ll be keeping an eye on it to ensure everything progresses as it should from here. If you have any further questions or concerns in the meantime, please feel free to let me know. I’ll be glad to help.
Best wishes,
Alex|Social Media Specialist | Best Buy® Corporate
Private Message

Since this is Halloween, I have a iMac AppleStore/AppleCare horror story...that so far no one even in Apple Corporate Customer Service has been able to address. So who do you call after you've called Apple Corp?

Oct 21 2013
Hello my experience Apple Service has not been great. Anytime I have had to have something repaired...it has had to go back. Several years ago i had a logic board replaced on a Mac Pro but they forgot to serialize the board... (well?)
Recently I had to take my iMac in (repair # R104249849) The check-in was great after that it was all down hill. I was told by one tech what would be done AND he would call me. I got no call. When I called to find out what was going on, no one could give me any information...kind of like there was no communication between techs. no one ever called me to come get the iMac so went to the store ( I got tired of trying to getting "no answers" on the phone. It just so happened the iMac had been ready and was "just sitting" in the back running another diagnostic. A week ago the iMac shut down on it's own I got it running again...two days ago one of the fans started running a very LOUD HIGH SPEED yet the computer was not hot. I wasted almost two hours with Apple Care iChat "typing" my story to only find out that that I would have to call the Apple Store in the morning and re-tell my story again...
When I got a manager on the phone and mentioned I am under some tight deadlines his suggestion was "if it's possible for you to buy a new machine and return it when yours get fixed...(!)" I had a good laugh on that one.
The iMac is there now being there hopefully being repaired.(repair #R10604084)
I got "band aide fix" service when major surgery was needed.
I know computers can cease to function anytime, but I also know that there are two sides to customer service:
1) Learn to really listen
2) Do thorough repairs
I have been 100% Apple for over 20 years, does this mean anything to Apple?
Oct 23
I have spoken to Customer service at Apple Corp. They seem to take this serious.
Oct 26
I still don't have my computer and after speaking with the tech yesterday morning (who said they would call me before 6:00 PM...I never got a call)
no can tell me when I will get this computer back.
I called Apple Corp Customer service to ask why after all the company "ball dropping" and questionable repair work...simply replace the iMac.
No one there has an answer for this.

Wow, Karan Taneja, you've just embarrassed yourself on a worldwide support forum. Not only is your post ridiculous and completely inappropriate for a technical support forum, but it also shows your ignorance as to whom you think the audience is. Apple is not here. It's users, like you.
If you would have spent half the time actually reading the Terms of Use of this forum that YOU agreed to by signing up to post, as you did composing that usesless, inappropriate post, you (and the rest of us on this forum) would have been much better off.

I would like to know how to contact someone in Verizon corporate to file a complaint. I have received the absolute WORST customer service over the last week from this company! The customer service agents promise to call me back and then never do. The la

Verizon Wireless has the absolute worst customer service I have ever received. The in store reps are unprofessional and spend more time texting and taking personal cell phone calls than in helping customers. They are not at all knowledgeable and even state they do not know what they are doing. When you call customer service you get jerked around and passed from one person to the next with no one knowing how to fix my billing issue. I have received NO call backs that were promised and the latest person I spoke to was incredibly rude. Sanita from Sacramento refused to even give me her last name or the last name of her Manager Nick so that I could follow up. I am incredibly disappointed at how poorly I have been treated. I will make sure to tell everyone I know about this experience and as soon as my contract has expired I WILL be leaving Verizon services after 10 years with the company!!

This is a customer to customer forum, so this is not the place.
What is going on with your account? maybe we can help you.

Is this Customer Service?

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