Missed appointment and useless customer service

Can someone tell me why BT think that taking time off work, waiting for an engineer to call, getting stressed out of your mind trying to find someone to ask why no-one has turned up and the cost of calls because you don't have a landline because the engineer hasn't bothered to turn up to install it is only worth £10.  Who at BT works for £10 a day?

Well I have been talking to BT about and I get the stonewall answer that £10 is what they pay.  Along with the stonewall answer 'its the engineers, its nothing to do with us' or variations thereon.  I have been told that the problems is that they have to put up a pole and wires and when I explained that it was a brand new prewired house I was told that the information came from the engineers.  I asked if I could talk to an engineer but was told no, not possible.
The only person you can talk to at BT is some poor person at a call centre. in India or UK, who has to take all the flack for the management's incompetence and can only give the same old answers which take you round in the same old circle. I have been promised a supervisors on Monday but frankly I am not holding my breath and it is more likely I will be cancelling the contract and asking for an immediate (unlikely) for the year's line rental I paid up front and installation charge for broadband (although I have just been told that it is self install) over 4 weeks ago.  Will they add interest to that do you think?
As for Sky I do realise it is Open Reach who do the line connection but from talking to the 30 or so neighbours who have Sky, the installation was quick and trouble free and they have phone, broadband and tv and I don't
Perhaps there is a BT person out there who might like to come in on this discussion - or do they not have answers?
Thanks for your interest Plainview - I can see from your posts that you have also had your problems with BT

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    Hi sarahbradbury, 
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    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’.

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  • How do I file a complaint about horrible, incompetent and negligent customer service?

    I might sound super rambling but I am very frustrated and just tired of explaining the situation over and over and over.
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    Okay. You are just missing the whole point, and I am not saying anything after this. I did go to the website to read about the edge plan after I got a call from the loyalty department. I asked the questions on some parts I didn't understand (or was confused of) to the representatives. But my main question was whether I was getting $25 credit and in what conditions. They all answered differently to the same question. (My original question - Do I get the $25 credit with edge plan?- One rep. offered me that month to month $25 off before my upgrade. Other rep. confirmed $25 off plus $25 credit with edge and offered bumping down data plan to save extra money. Another rep denied $25 off plus $25 credit with edge but confirmed decrease in my monthly payment by bumping down the data plan. Other rep denied both. You see what I am talking about? I asked one question to begin with: am I getting the $25 credit with edge upgrade plan - and they are the one who offered me different promotions and offers) 
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  • Slow service and dre4adful customer service

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    BT has agreed that they are unable to resolve my problem. I have requested a ‘Deadlock’ letter but apparently only special authorised people can issue these and none are available for a few days!  So it appears that even when BT have admitted they are at the end of their trouble shooting they are still reluctant to issue the final letter to prove it and allow me to take the next step.
    All of this is a sad state of affairs making me back away from BT for any services.

    Absolutely accept they do not have to provide. However, once an offer has been made and accepted they should have an obligation to deliver on their commitment. If they had never offered me the service at the speed greater than the ADSL I would have stayed put. I do not see how BT can hide behind outdated infrastructure in the 21st century in a built up area and with consumers having NO choice as Virgin is the only competition.
    Above this the biggest issue is the appalling customer service.  If fact NO customer service. All they have is a tech help line staffed by people trained to speak nicely and ask you to switch off the router or wait for 48 hours for the new profile to take effect. All this given it was never going to work and they knew it. They do constantly call back at the rate of 3 times a day to enquire if the problem is solved tasking no notice of the request to call my mobile phone and harassing my wife at home who has no idea what they are talking about! At one stage she threatened to report them as a nuisance caller!
    The problem was diagnosed on the first visit and if they had any tech staff with any knowledge they should have said from the start don’t waste hours talking to our tech buddies ‘cos it’s as good as it gets.
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  • ANOTHER Lenovo Y50 case defect issue and terrible customer service

    I don't normally do forums but have been so infuriated by Lenovo customer service I felt obliged to sign up and share my experience.
    I bought a Lenovo Y50-70 in November 2014. Within one month I noticed a small plastic part near the hinge was missing (i.e. I noticed the other side was intact and how it should look). I sent this to Lenovo for repair and received a call 5 mins ago to say this won't be repaired under warranty and that I will have to pay for it. This is absolutely outrageous and from the number of posts on this very forum it appears this is a common defect with this particular case. I asked the customer service rep if there was anything he could do and all i received was a very short blunt manuscript response, exhibiting no intention to help. I am not prepared to pay for shoddy design/workmanship and so my only option offered was to receive the laptop back unrepaired. 
    This is absolutely incredible that a company as big as Lenovo can treat their customers in such a fashion. Unless an administrator on this forum wishes to investigate this matter (as it's currently still with Lenovo repair centre) I certainly won't make the mistake of buying or recommending a Lenovo again.

    So Lenovo/Medio have had my laptop for 20 days now. 2 weeks ago I was told they wouldn't repair it under warranty and would return it unrepaired. Still nothing. I called customer service yday who promised to investigate and get in touch. Nothing. I called again today, same response i.e. would investigate. It seems there is a huge communication problem between Lenovo and their Medion repair centre. 
    I am now looking into a legal resolution as surely under the sale of goods act it is illegal to retain an item for so long despite no repair actually taking place. You would also think Lenovo would have the decency to offer to repair the small damage (which I was quoted £80 for) as compensation for delay. But alas no, what Lenovo know about customer service is less than 0. 
    The fact a representative hasn't even bothered to respond on here is testimony to their lack of care and respect for customers. 
    Yours truly
    Another Totally Annoyed Frustrated Lenovo Customer

  • Horrific and insulting customer service

    Well I'll start with I had my phone replaced and was sent a phone that shouldn't of even been sent out to another customer. LIst of problems included dead pixels on the screen, unending crashing issues and SD card remounting every half hour. Not noticed by me until I had gone by best buy and purchased and installed an invisible shield by zagg. When I tried to return the phone all I wanted was reimbersment for the screen protector. Which started my horrific journey.
      First was in store I was told by the customer service person after my informing him of a dead pixel that he didn't see it at which point I assume he's calling me a liar since I just stood there and told him and then showed him the dead pixels. Then after speaking to the store manager I was asked if I wanted a new phone,  after I had transferred the contents of new crappy phone back onto the old phone, that he could still get me a replacement phone which by the way are not new they are refurbished. I told him no why would I want someone else's problem to be sent to me again that's not a choice he assured me it was a choice (though apparantly in agreeance that it's not a good one).
      Then when I asked for replacement reimbursment of the screen protector he said no and they could give me 50% off of in store merchandise.  Whereby I left unsatisfied that my complaints and requests had been meet.
      Following that I tried calling a supervisor on the phone. When I again explained to him the problem and solution I was looking for and I again repeated that the phone I received should not have been sent out to a customer it was not inspected he replied with "Verizon inspects all their phones before their sent out" I replied so verizon sends out phones that are malfunctioning and have dead pixels on the screen for replacements?" He said "No no it just it may have missed being inspected and that I may use the phone differently than they do." I replied," So other people don't turn the phone on to use it? I'm pretty sure you have to that's how these phone's work they have to be turned on. So sir I do believe your calling me a liar when I say it wasn't inspected you say it has but it hasn't maybe it missed being inspected which comes back to you calling me a liar." From there the conversation turned vicous. He argued with me on the phone for 10-15 minutes about not calling me a liar and trying to defend it. He could tell I was getting very upset I even told him if he couldn't stop arguing with me to transfer me to another supervisor because if this persisted I would need to call an ambulance to the parking lot I was sitting in I was getting so upset over the arguing. By the way this is the supervisor in the Georgia dept.you call on the phone. By the end of the call I was crying and begging him to transfer me to another supervisor and he wouldn't so I had to hang up on him.
      I called back and demanded to speak to another supervisor which they transferred me to. Upon anwering she told me she had received my file but they could not refund me the money because the screen protector was bought from best buy(excellent customer service by the way). I told her about the prior supervisor arguing with me on the phone she said he has to follow policy at which point I stated that following a policy is not what I have a problem with it's arguing and abuse from a supervisor I do. I asked for her supervisor at which point she stated in a happy voice I'm sorry but the screen protector is a best buy problem not a verizon problem Thank you and transferred me.
      Fourth supervisor later I start out with what the last supervisor told me and replied with the reason why this is a verizon issue and not a best buy issue is that the screen protector was not malfunctioning and in perfect working order and the replacement droidx verizon sent me was crap. That is why it is a verizon issue. I had spent time, money, and effort into getting the phone situation worked out the replacement phone is a dead issue it's being returned I'm keeping my old phone because despite it's crashes and problems it was no where near as bad as the phone I was sent and probably will be sent in the future. I told the supervisor that I find it insulting that I have been argued with, called a liar, claims against the SD card malfunctioning and that's why the new phone had problems every exscuse in the book that could be thrown at me was made and all this upset and treatment over me wanting to be reimbursed for a screen protector. Verizon wireless a multi-billion dollar company cannot find 21.00 to credit my account vs. again all the time money and effort I have put into replacing the phone. Furthermore I stated I find it unacceptable that I am not getting what I need from the company to make this right but the company is getting what they need from me in the form of a phone paymet.
      Shame on you Verizon. SHAME. I will email, call, write letters to every supervisor at verizon to resolve this issue. It is not a dead issue with me because unfortunately it has gone far beyond a 21.00 screen protector at this point and into the most abusive customer service I have ever received in my life. I'm making up carded statements of this incident now to hand out in front of the verizon store to future customers to turn them away. I'm blogging about it every place I can until this problem is rectified to my satisfaction.

    In this situation, I would cut my losses and get on with life. The time and energy you're investing into this isn't worth your well being. Consider channeling it into addressing the greater injustices in the world.

  • Update to STB created a brick and poor customer service

    To whom it may concern, 
    I honestly have lost all faith in Verizon FIOS and will start pricing to replace your service first thing in the morning. This evening I spent 1.5 hours on the phone trying to get my set top box fixed. This was a total waste of my time when I could have been taking care of a cancer patient or myself for that matter, something I get very little time to do. Below you will see what my issue is and what I think of your customer support and how you feel about your "clients". 
    Recently there was an update to the STB as was emailed out to me a few days ago. As soon as this update occured I noticed that the tv likes to reset itself and Im talking a crap ton. First it started off 1-2 times daily and now its 10-15 per hour if it doesnt just get stuck in the cycle of turning on and turning off. I decided to make the call to tech support who is utterly worthless. After spending 20 minutes trying to even get through your automated support I finally got a "person" on the phone who can do nothing more than read a screen. I explained what the issue was for her to go well I will mail you a new box out, it should be there within a week. I explained that is a no go as I actually like to use my tv and the service that I pay for, not it around for a week waiting for decent customer support. I was told that the stores dont carry the box I need and this was the only way. Every time I asked a question I would get the woman hissing through her teeth like she was better than anyone else. I asked to speak to a supervisor who about 15 minutes later came on the phone and said that the stores do carry boxes but it was not the new ones and I would be charged a $9.99 restocking fee. Literally I bust out in laughter at that because it was your update that caused this issue, not negligence on my part. She said that it didnt matter, that it is a nation wide fee and if I dont like it tough. I asked how is it that the stores dont carry the box I need seeing as I live in the mostly densly populated part of this country. She had no answer what so ever and recommended I speak to billing to see if they could reverse the fee. So yet again I sit on hold for another 10 minutes . This time it was we do have the boxes, there is a fee, no we will not remove the fee and its all the old equipment, not the new STB. I asked to speak to this womans supervisor to which she said no. I kindly told her I do not need to hear anything else from here and to put a supervisor on the phone. I get placed on hold for another 5 minutes for her to come back and tell me she is then bringing a supervisor on the phone and placed me on hold again. 30 seconds later she comes back and goes sorry no supervisor, it will be a 20-30 minute wait. Again I just burt out in laughter and asked how 30 seconds ago she was transferring me and now that person was magiically not available.  I asked that she find a supervisor to which she just hung up on me. Total time lost over an hour. I call back yet again to get similar **bleep** stories of how its not their issue for a restocking fee even though they caused the issue blah blah blah. This time I was offered a "free" mailing label and I could go rent another box and then mail back the old box. 
    Frankly all of this is a joke and you people should be ashamed of yourselves . I have had better customer service speaking to people that dont even speak English. How is it you even begin to charge people a restocking fee for going to a store to replace your faulty equipment due to your own engineers messing it up. What exactly do I play over $100 a month for?!?!?! How is it you hire reps that can do nothing more than read a screen and supervisors that talk down to you? I have been with FIOS since it first came to my area and immediately signed up. I am now having some serious doubts as the customer service used to be 8/10 and is now -5/10. I frankly do not have the time or money to waste on a company that does not care about customers let alone do what is right to fix the issue that you started. Heck while typing this right now, the box reset its self over 10 times which would probably be a total of 75-100 resets today alone. Tomorrow morning when I wake up I will be calling cox cable as well as visiting Tmobile to transfer my plan. You surely do not care about your customer base and only want new customers so why not screw the longstanding subscriber over. How long do you think you will get away doing business like this. At this point Time Warner cable has a leg up on you when it comes to customer service. Yes their channel line ups suck but at least their equipment as well as Cox's works, its more than I can say for you. 

    Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you.Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
    Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".
    Please keep all correspondence regarding your issue in the private support portal.

  • Data overage and horrable customer service.

    I have been charge incorrectly for the data overage on my cellular phone,  I disputed the data overage on my Verizon Wireless account, the phone and wish to open an investigation.
    I don’t use my cell phone to download the movies/video or music neither did I authorized anyone to use my cell phone for the high data activities. Approximately 39GB of data was used on my mobile phone during the month of October 2014. I never had such a high data usage in the past. Based on my analysis of the bill most of the usage happened during evening/night time and on weekends. We have an internet service at home. In my household we currently have my 13 years old daughter, our cat and me leaving together.  In September, we temporary moved from our house to an apartment. I have left my phone unattended several times in apartments’ gym and swimming pool, it was not password protected at that time. I have installed password recently, and changed the password for the hotspots based on tech support recommendations. My daughter knows my password, however she denies using my phone hotspots for movie or music downloads.  We have a regular internet service and rarely use hotspots to connect her i-pod or my computer to the internet while driving in a car, to browse an internet.  However, I often left my hotspots on, unintentionally.  I suspect that somebody in the apartment building was using my mobile phone hotspots to get to the internet.
    In addition, I did not receive any communications from Verizon informing me about my data overage. In the past, I always had notifications from Verizon about the data/minutes usage on my account. If I were to get a notification about high data usage, I would start an investigation immediately to find out the source of data leakage and certainly change my plan meanwhile to a higher data limit. 
    The only notification   I received this time, was an email from Verizon on November 3, 2014, stating that my account balance was $3123. I called Verizon Wireless the morning of November 4, 2014. I was told by a Verizon representative that I have a data overage, and was advised to change my data plan to prevent additional charges. I upgraded my account to 30 GB/month plan. I inquired about the possible cause of the high data usage, and was told by Verizon representative,   that the data was used through my hotspots.
    In addition, I was informed that, Verizon has been sending e-mail messages to me beginning October 15, 2014. As I stated earlier, I received no communications from Verizon prior to November 3, 2014 warning me about data overage.
    In the past 2 days, I spent over 10 hours talking to Verizon customer support, technical support and fraud departments trying to understand how so much data was used through my phone. I also went to Verizon store in Downingtown, PA in attempt to solve this problem. I shown my e-mail communications to the store manager and explained the situation.  I was treated very professionally but was told to call customer service.  While on the phone with Verizon, I have been bounced around from one representative to another, put on hold for hours, lost during the transfer several times, given wrong, inconsistent or contradictory  information on multiple  occasions. Each Verizon representative would give me different information on why I did not receive warnings from Verizon on my data usage or in contrary for example, that Verizon sent me 150 warning messages starting October 15, 2014. However I did not get any resolution to my problem even when I asked to speak to the managers.
    I have been a loyal Verizon customer for over 18 years.    I feel now that Verizon did not protect me as a customer from the fraudulent activities and failed to inform me about my data usage prior to billing me the exuberant charges. I feel that the Verizon representatives are lacking training and conducting bad business practices by providing inconsistent information and bouncing customers around from one department to another.   I don’t know if I can trust my business to Verizon in the future.
    I strongly believe that I should be fully credited for the data overage I did not use. I would like Verizon Corporate to improve on their current business practices to improve customer satisfaction.
    I wish Verizon corporate representative to contact me via phone call and in writing to resolve these issues.     

    I had the same problem with my old iphone 4. The hotspot, even when used sparingly, will use OUTRAGEOUS amounts of data. The only reason I got my overages credited was because shortly after turning the hotspot off my antenna started to malfunction and would not connect to wifi at all and just sucked up data. Best of luck to you, my suggestion is to report to the BBB and go from there.

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