Most inept customer service ever

I've been without phone service and have sporadic internet access for the past four days. I'm home sick with no phone for doctors/friends/family to reach me. I called 7/10 for repair (it's a hard short in the outside cable - this has happened before and I told them so). Someone came out on 7/12. He found a hard short (duh!) but couldn't fix it and said the cable guy would come today. No show. I got a voice message (I have no phone service!) saying, "Your appointment has been rescheduled for an earlier date, July 14, 8-12 am." That's tomorrow. How is that earlier? (I got the same message the day before when they rescheduled.) When I called to enter the quick code and confirm the appointment the message said my appointment was scheduled for today before 7:55. It was already 9:00 and there was no option to confirm the appointment for tomorrow. Miraculously, I was able to get through to someone on the phone who couldn't help me because the repair center was closed. I asked why I kept getting phone calls when I requested to be contacted by email since my phone isn't working which is why I called in the first place. I've borrowed a cell phone which costs .27/minute. So far my charges are over $27, mainly for trying to deal with Verizon. There is no way to contact the appropriate person by email through the website. I can't call anymore because the normal wait on the phone for help is 25 minutes. It amazes me that a company can stay in business with such ineptness. I'm usually quite patient, but this will be the end of my relationship with Verizon. I hope someone from Verizon reads these things. I have no idea what happens to posts here. This is the first I've posted.

Your issue has been escalated to a Verizon agent. 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. Please keep all correspondence regarding your issue in the private support portal.
If a forum member gives an answer you like, give them the Kudos they deserve. If a member gives you the answer to your question, mark the answer that solved your issue as the accepted solution.

Similar Messages

Installation Problems and Inept Customer Service!!...

I moved house back in August and requested a transfer of my BT phone and broadband package from my old to my new address. My phone line was installed at my new property on 8th September and the engineer managed to get my broadband hub working also, but said the broadband installation team would be back to complete the installation properly.
Needless to say, I never heard anything back from the broadband engineers, but had a working phoneline and wifi. Until two days ago, when I recieved a text saying BT had been trying to contact me and could I call them back on an 0800 number with a VOL refernece number to provide. At the same time my broadband stopped working.
On ringing the number provided, on the 3rd attempt after numerous hours of waiting due to a 'system reboot' I spoke to someone who told me I had requested to cancel my phone line and broadband and that was being actioned. I certainly did not make such a request but did not seem to be able to make any progress with resolving the issue.
After speaking to numerous people on many occasions in different countries and wasting hours of my time on hold or speaking to completely useless, inept customer service assistants, my phone line at my new address has now been cut off and I have no working broadband. Again, after several difficult conversations, I receive an email to say my phoneline would be reconnected but I would have to wait until the 8th October for my broadband - except, wait for it, this was all happening at my old address and I was going to be charged for the priveledge!
Again, more phonecalls, more time wasted to try and sort this - when I asked for the contact details of a customer services manager in the UK to make a complaint and confirm what on earth was happening, I was told this could not be provided.
I have never, ever come across such an inept and completely useless customer service department and if I had half a hope in hell of being able to get through to the right person, I would be cancelling my contract with BT. I am furious.
If anybody has the contact details for a sensible person who would be able to help me with this, I would be really grateful.

Hi sarahbradbury,
Welcome to the community and thanks for your post.
I am sorry to hear about the problems with your home move.
Please send me in your details using the "Contact The Mods" link found in my profile and I will get this sorted for you.
Cheers,
OlgaC
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’.

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

The Best Customer Service EVER!

Please forgive me if I am posting this in the wrong place, but I am not a blogger, tweeter, facebook user, or otherwise online all day to know how forums and threads work.
I also don't know why there is not a simple input link or method on any of the seemingly endless links and webpages I've been to before landing here, that would allow me to just say...
"Thank You Kristin / Verizon Customer Service for the most pleasant and complete customer service assistance I have ever experienced! EVER!
I am a frequent and generally satisfied caller to Verizon customer service. I have had the full range of not so accurate to more than willing to help reps over the years, but this last call (my 3rd today actually on 3 separate issues), on a late Saturday afternoon, with forever long hold times, was exceptional. So exceptional, that I undauntedly plodded through at least 20 webpages trying to post something about it.
Your pleasant demeanor, in spite of all the complainers you must get, the extra effort you put in to checking on facts, the time you took to call our other family share lines to verify functionality, and your positive company service commitment shined through like you actually, really, enjoy helping people out.
While you did not win me over as a new customer or save a disgruntled one from leaving, you have encouraged me to more readily promote Verizon Wireless Customer Support over any other system I've had experience with in all my 50 plus years.
Thank you
[Edited to comply with Terms of Service -employee number removed but available internally]

Unfortunately, I completely disagree.
On 10/2/2011 my wife, mother-in-law, brother-in-law, and I, went to one of your stores in Western New York. We needed to take my wife off her family plan with her brother and mother for which she was primary/owner, add her to my plan, and then make her brother the new primary/owner of the plan with his mother. My wife first purchased a new phone, paid for it, and then asked if she had any remaining balance on her account with her brother and mother so that our accounts would be clean after making the ownership change. The rep said yes and then began to attempt the account changes. After two hours of trying to do this, we were informed by the store rep (receipt says Donovan) that we would need to come back the next day or call because they couldn’t complete the changes for technical reasons. The next day (10/3/11), my brother-in-law and I returned and again tried to complete the transaction in-store but to no avail. We were told we needed to call the liability department and they would handle the switching of accounts. We did this right away in the parking lot outside the store and the rep on the phone took our info and eventually said we were all set.
A week later we get a bill dated 10/3/11 in my wife’s name saying she owes $164.47. We are confused by this considering the rep at the store said she had no remaining balance. Moreover, we were told it would be a month before our new bills would come. Thinking this was a mistake we waited a couple of weeks to see if our new bills game, during which my wife and I move to Virginia. Last week I received my bill which included my wife’s number and seemed to be accurate, so we assumed her brother would soon receive his which would include his mother but not my wife. Instead, he does not receive one and Verizon’s debt collection dept. begins to call my mother-in-law repeatedly, despite the fact that she has NOTHING to do with this. Strangely, no call from Verizon was placed to my wife, brother-in-law, or me.
Yesterday (11/10/11), I call Verizon and am told my wife needs to call but that it looks like the accounts were never switched despite us being told they were. My wife calls that evening and spends two hours explaining the situation to more than 5 different people who offer zero solution. After finally reaching a supervisor Shelly in the Liability dept., we are told the only way to resolve this is for us to pay the $164.47 balance and re-do the entire account switching process because they have no record of our previous transactions. We are condescended to, basically accused of making this up (despite the fact that my wife’s number was switched to my account) and shown absolutely NO appreciation for our time and frustration. To top it off, my wife’s call is dropped while on hold with Shelly. We call back customer service and after having to explaining the entire situation again, finally reach someone who says Shelly will call us back… she never has.
Out of options, we will now have to go into a Verizon store this weekend and try yet again to resolve this problem caused entirely by the incompetence of your staff. I have never experienced customer service this poor in my life, and if not locked into numerous contracts because of our family, we would leave your company immediately. Until our contracts expire, we all will share our story with anyone who will listen whether in-person and on the internet. This incident has ruined what had been before a very enjoyable experience with Verizon.
Thanks for nothing.

EE - Worst customer service ever

Ever since I've joined EE i've struggled with network connectivity both for calls and data. Numerous occasions i've contacted EE Customer Services to try and fix my issues and still they exists. The latest installment of frustration from EE came last week when I spent 90 minutes on the phone being passed around from department to department. Everyone who I have spoken to has been unable to help. 80% of my working day my phone is unable to make calls! Its got to the point where I am now paying for a service that I can not use. Over 15 days ago I logged a complaint with EE via the web service. I received an automated acknowledment that stated I should receive a response from someone in complaints. To this day I have not! I was also promised a call back from an escallation manager on the 27th October 2014 and we are now onto the next day and still no response. The customer service and communication that goes on at EE is appauling. I work for a company that is big on customer service and if I lacked in communication what EE employees do I would be out of a job. EE adverts are very mis leading, super lighting speeds and good coverage is really not the case. Im at the point now where I feel I am within my rights to cancel my contract because EE are not providing me with the service that they are contracted to. I've requested that this should be done without me paying an early settlement charge. However EE are not willing to do this. They would prefer to keep me unhappy. I would be grateful for any information on my rights to cancell the contract, compensation etc etc? ThanksCraig

EE stands for exsasperating experience!!!!!!!!I broke my phone a week ago and all i need from EE is my proof of purchase, I was told wenesday they would post it to me as the cant email it? Why ?Two days later still no proof, so went into watford EE shop to see if they can print it off.Oh no we cant do that because you bought the phone online.Phoned EE again and was told they can email it out , but only to the Watford EE shop.back i went watford EE were they seemed most surprised that this could be done. They gave me the email i then had to call EE on my mobile ( evidently the shop cant phone customer services?) they sent proof of purcahe . shop printed it out , happy boy.got home nad all they have printed is the email and not the attachments ie proof of purchase whih is what i need!!called EE to explain and i have to go back to shop. Why cant they just email it to me the customer. it is my contract!!SSo one week and still no phone Well done EE as soon as my contract expires im off to vodaphone.

BT most frustrating customer service experience in...

I thought I would register for this site - only so I could share my experience of BT broadband customer support. It will come as no surprise to many of the customers of BT that my experience is a poor one.. but by posting I hope to clear some of the frustration that I am feeling and get on with the rest of my day.
The context is that I fequently have poor connection speeds or no service at all. most of the time I do not bother to call support as I know the experience is horrible. Today though I did call as I am really considering switching to another provider and thought I would give BT a chance to assist me. Here are a list of my complaints as sent to BT today. You might find the transcript of my conversation with the support rep of interest:
1) Frequently have issues with intermittent service and poor connection speeds.
2) Automated Phone system VERY frustrating when trying to contact BT customer services. Today have worked out the quickest way of getting through to support team involves TEN different options having to be chosen
A real example from today follows:
1 - enter your number
2 - select 4 for fault
3 - select 2 for broadband
4 - Listen to advice
5 - please hold
6 - if you have a problem with broadband press 1
7 - press 2 if your phone is working
8 - listen to advice to use online help
9 - press 2 if you don't want to use online help
10 - if you are experiencing slow speed press 3
11- listen to message "we randomly select people to provide feedback please press 1"
12 - please hold to be connected.
3) Once you DO get through to a human you are frequently told you need to be transferred to another department or get cut off - having to call through again. I had to make 7 separate calls today and still have not had my issue resolved.
Today I was told today after 7 separate calls to the Customer Service team for Broadband problems that I would be called back by a specialist team between 12 and 2Pm today. I was not called back and then called back myself to ask what the promised update was progressing. Here are some notes from that call - I have tried to quote verbatim where possible (its not exact .. but hopefully allow you to get the gist of it):
Me: explain that I have called in several times - the latest at 9:am this morning was when I went through a series of tests, and was advised that my problem would be referred to the Network support team who would call me back between 12 and 2pm - as it was now 2:15 and no call I was ringing to see what the update was.
BT: whenever any cases are raised to the network faults team. It goes to anyone of them randomly. So the person to whom this fault is assigned may not be there in their shift.
Me: Can you please check?
BT: (after wait) He is not on the shift.
Me: Ok so what is the update please?
BT: So I will be running a few tests. So that I can find out how your internet works over the past few.
Me: Yes but would you be able to look up the update that I have been waiting for please? you ran these tests several times this morning.
BT Yes I will need some few minutes.
Me: thats fine I have been waiting since 9am this morning and this is my seventh call to BT customer service. I have been waiting for just under 8 minutes on this call so far. Happy to wait.
BT: are you using a laptop or desktop?
Me: Ipad
BT: And do you see the lights on the router changing when the service drops out.
Me: I have already answered these exact questions this morning at 9:am
BT: OK sire (?) - the line will go quiet now then.
(after about 5 minutes)
BT: Please allow me one more minute
BT: The test shows no fault in BT network.
Me: May I ask why I have been waiting for an update then?
BT: The work has been done.We generally ask the customer to wait for update. Its a very good constant speed - you are getting a speed of over 8MB. There has been no issue for the last 18 days.
ME: right ok. So - when did this come back on? - because I was told this morning at 9am that there was a known issue in this area which had been resolved but when they ran a test this morning on my line they said there were still some problems and that this would referred to the network support team.
BT: Let me tell you what this means - whenever the level 1 team runs any test - they try to .. if there is any fault they find it and go ahead and make it very simple to test the network in your property. I have made distinction and everything is working very good in BT network. A good consistent stable broadband.
ME: So why was I told there was a problem this morning
BT: That is right - something is affecting your internet internally. There has been no issue for the last 18 days.
ME: if it internal to me.. why when I call the main number BT and type my phone number in, does it say there has been a major network issue in my area
BT: No this is not correct.
Me: but when I call BT I get a recorded message saying that has been a major outage in my area which has now been corrected but you are saying that there is no issue.
BT: we must do some troubleshooting - I promise I will help in the quickest way I can.
ME how will you do your troubleshooting? because I cannot connect my ipad via ethernet. - which is what I know from experience you will ask me to do.
BT: (incoherent)
ME: I am sorry but I don't understand what you are saying - would you mind repeating the exact practical steps that you want me to perform?
BT: ONCE YOU ARRANGE ANY WIRELESS DEVICE LIKE LAPTOP. WE IMPROVE YOUR WIRELESSLY CONNECTIVITY. THEN AT THE SAME MOMENT OF TIME WE CAN CHECK THE WIRELESS CONNECTION.
ME: PLEASE TELL ME THE ACTUAL PRACTICAL STEPS.
BT: STEP 1: ARRANGE FROM YOUR FRIENDS OR FAMILY MEMBERS AND THEN I CAN HELP YOU. TO GET YOUR WIRELESS CONNECTIVITY IMPROVED.
YOU NEED TO ARRANGE ANY LAPTOP SO THAT WE CAN CHECK AND GET YOUR WIRELESS CONNECTIVITY IMPROVED.
ME: ----> BORROW A LAPTOP?.... descends into a furious rage.....dials off..
4) I am paying £26.80 per month for slow broadband and £14.45 for line rental - despite the fact that I do not have a landline. I am fairly sure that this was not the deal I signed up to when I first started my BT service and do not understand how you can be charging me such an uncompetitive deal.
5) I also have BT vision but am charged on a separate bill and cannot speak to a single person about my entire account as Vision is dealt with by a different team. As stated previously I would rather boil my head than have to call through the automated telephone system so rarely ring to speak to two teams.
I am awaiting a response from BT. - Lets see.
.... breath out ... and relax...
Interested in others experiences. Is this unique to me?

Well, this is a user help forum
I will move this post to an active help board, so you can get assistance. Meanwhile
Welcome to this customer to customer forum.
To enable forum members to help you, please could you look at Helping forum members to help you which asks you to do a few checks first, and has some helpful hints.
When you have done that, please post the results here, so members can offer advice. Thank you.
I have changed the subject to make it more noticeable.
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

Official complain, Rudeness,worst customer service ever

called verizon customer service and the loyalty program office for over 10 times since Nov 6th, they can't adjust my bill as someone deleted the comments that the loyalty department put on my account ! my bill shows error and my plan keeps fluctuating !
ironically , the verizon customer service can't call their appreciation/ loyalty program office to fix the problem and I keep calling both offices and keep waiting on hold for a very long time until a customer representative replies with No one helped me out !!! most of them are extremely rude and they don't do changes according to the offered plan discounts .
can someone fix my bill starting Nov 6 to be 6GB +2GB promotion with $60 ( promotion from royalty program) plus the regular 18% discount ????

I'm not customer service, just another customer, however I've been around Verizon and these forums long enough to see that what you are asking is not likely to happen.
Yes, there is a loyalty plan for $60.00; it has 2GB data and unlimited voice and text for one line. It may qualify for a recent 1GB bonus data for two billing cycles. It does not qualify for any employee discounts (the 18% you mentioned) as it is already discounted and you can't combine discounts.
I'm not sure where the 6 GB and +2GB are coming from - 8 GB plus your minutes and text for $60 is not a currently offered plan. Even if you were offered this on a loyalty plan, it could not be combined with your 18% discount; that's only applicable on the data portion of a More Everything plan, or a portion of the service on the old legacy plans (which it doesn't sound as if you have anymore).

Most appaling and shameful service customer service ever

This week, Sky have fallen down in my estimations so much , without a doubt this week has been, poor, stressful, and hectic due to Sky
I've been told to ring back, promised call backs, false promises, calls.
I had a 50 minute, yes fifty, phone call where the advisor seemed adamant to argue, belittle, and not believe any stuff I said, argue and evade anything. Threatening me with fees, disregarding emails I received
I have been a sky customer for years, work in IT, have set up Sky accounts, for myself, friends, families, over 20 accounts I have set up and been in put in charge of this last 18 months. I will be moving, not just mine, but also the other accounts I am in charge of
I hope sky read this, and realise how mentally tolling it can be harassing a customer like this, what effects it can. I feel disgusted deep down to treated like this, made to wait at the phone, then cut off, treated like scum
I am appalled sky, I don't even know how you can come close to even fixing this to be honest. I think I will be telling everyone of my customers and departments how you treat people who are stressed and poorly
Not even angry, shamed, appalled and disgusted

My contract was ending with sky and I was given a few offers, and read about one or two. I rang in to discuss them, and spoke to someone who spent the whole call threatening me with fees for cancelling, saying no calls had been made, and arguing with me with every point
When I said I had emails and call logs, he still said I was wrong and wouldn't properly discuss my account, putting me on hold and messing me about
Since then I've been promised a call back, been made to wait by the phone in the evening. Got called up and then been told to wait on hold for ten minutes then get cut off, has happened many times seem to be getting targeted. Both house and mobile phone

Worst Customer Service Ever!!!!!

I bought an Air Conditioner online which kept tripping every few days. I was under the impression that it is Best Buy and the return policy should be at least 30 days if not more. I called them after 3 weeks and they refuse to take it back even if the product did not function properly. I offered to pay the restocking fee even though they sold me defective product and they refused to do that. They said that i can have it repaired but i can not return. I just don't want that product as I am not happy with its perfomance.
I think if they kept treating their customers this way, they will close soon.
Is there a CEO or someone with authority reading this and can help or should I just say goodbuy to my $600 and never ever do business with Best Buy (or should i say Worst Buy?)

Hello msurani-
I am sorry to hear that the air conditioner you purchased from us was not working correctly and that when you chose to attempt a return, you found out you were beyond our return and exchange period.
Just like you, Best Buy does expect the manufacturer to provide us with a quality product to sell to our customers. We stand behind that product generally for 15 days under our Return & Exchange Promise found here and on your invoice. We do allow 30 days for My Best Buy Elite members and 45 days for My Best Buy Elite Plus members to do a return or exchange. We would not be able to honor your request for a return on this product.
Beyond that period, you would potentially be covered under the manufacturer warranty, which generally will only allow for repairs or potential replacement. If this unit is not working correctly, I would recommend contacting the manufacturer about potential service options under their warranty.
I apologize for any disappointment that this may cause you.
Sincerely,
Bill|Senior Social Media Specialist | Best Buy® Corporate
Private Message

Bad customer service ever

Some time ago I respected Sony brand. But everything changed just recently. Story starts with buying AX100 camcorder. To be honest, this is quite expensive camcorder for this category. But well, it is also first in 4K category (but Bayer sensor, so it is fair to say that it is just fair Full HD).OK. Story. I need to use this camcorder for some tasks and I tried to get some accessories. I need to connect professional XLR microphone and tried to get XLR-K1M adaptor. So I personally visited two Sony shops and made this request. First shop tried to find it in stock but later decided to just ignore me. Another shop just ignored me. I gave them my phone number, exact adaptor model, asked them to maybe find another compatible XLR adaptor (XLR-K1M adaptor listed on Sony PH website). But nobody contacted me still. Well. I did opened Sony contact page: https://www.sony.com.ph/section/contactus and filled product enquiry form (I currently live in Philippines and trying to get equipment here). When I submit this form I'm getting page not found error. I tried to contact Sony asia - https://www.sony-asia.com/section/contactus , but same page not found error when I submit form. I tried to text SonyPhils - 0917-8902327. Got response that registration required. Why do you need registration??? To tell me - "hey, we do not have it in stock" ?! Or Sony is very bureaucratic company and will request me to provide many many details that is not needed? Ok. I sent my name and address. Then got ignored again! No response to my initial request. I texted my request again. They ignored me again! I'm really really not happy with Sony service. I think you should stop your business if you don't like customers, don't want to talk with customers, don't want to solve customer problems with your products, don't want to provide full solution but only half solution. If I need just camcorder to record my family, I can get Panasonic 3MOS camcorder much cheaper. But with fair Full HD, not with Bayer sensor. But Sony AX100 is semi professional - it have advanced functionality and this is unbelivable that Sony can not provide proper equipment. Sony website is fake? It have this adaptor, it have price. But I can not buy it?
Optionally you can just fire all your personnel in Philippines office and strongly advise new personnel to work properly.
I also think that maybe my registration information was main reason to ignore me. You don't like Vasya Pupkin name? Or "under flyover" address is not ok for Sony? I personally seen that people live under flyovers here. You do not respect these people? Discrimination? In my native country this is not allowed!
Sony lost reputation in my eyes already.

I think you made mistake when you contacted Sony directly. I don't know in what country you live. But in Russia sellers is responsible for goods that they sold and resposible for warranty. Of course I can contact service centers directly but only seller can return my money back so law protects me if I contact seller. So you probably need to file a complaint to seller (in 2 copies, 1 you will get back with seller marks), write that you bought TV, date, how long warranty, when TV stop to work, symptoms, something in free form and mention what you want - repair. According with our laws, seller have 45 days to repair. After 45 days you can write a complaint to get money back. If TV broken again and again (2-3 times or more), you can also ask for money back. If summary repair time during 1 year longer than 45 days - you can also ask for money back (so this makes no sense for sellers to repair long, in that case next time it broken - guaranteed money back). While seller repairing your TV, you can ask seller to give you TV with similar specs. I usually use this trick to force sellers to repair fast (not because I really need). I.e., if you can not repair in 1 week, please give me TV while you repair. And usually they trying to pressure service centers and give me my goods back ASAP. Also if goods is more heavy than 5kg, I can ask seller to get it from my place (no need to deliver to seller). TV is more heavy than 5kg and very fragile. So it is good if seller can get it from you and bring back.Good luck with your warranty. I do personally recomment to contact any buyer rights protection office and they can give you an idea what to do or help to solve your case. I tried that one time (seller want to get money during warranty period) and after my visit, seller called me and ask to bring my thing for free warranty. Problem was solved in just 1 visit. And I personally like Philips TVs. Me and my parents have no problems with them.

I bought an iPhone and returned it. Now my current phone won't receive messages from iPhone users. It believes it's sending it my old phone as an i-message. A true nightmare. They says it's not their problem. Worst customer service ever!

Really disappointed with Apple. Terrible service!

To remove a phone number from an Apple ID, sign out of FaceTime and Messages on your iPhone:
Settings > Messages > Send & Receive. Tap your Apple ID, then tap Sign Out.
Settings > FaceTime. Tap your Apple ID, then tap Sign Out.
This should remove your phone number from other devices using the same Apple ID with FaceTime and Messages. If the phone number is still available on other devices after you sign out of FaceTime and iMessage on the iPhone, you may need to sign out of iMessage and FaceTime on all your devices, then sign in to FaceTime and Messages again on devices you want to use.
Note: If you no longer have access to the iPhone that is using the number you want to remove, reset your Apple IDpassword.

Hp the worst brand ever! Worst support and customer service

I bought the HP envy touchsmart 15-j001tx from Relaince Digital, Mangalore on 1st october 2013.
When i reached home and opened the laptop i noticed a spot in the middle of the screen that was seen even when the laptop was switched off. It resembled some sort of liquid inside the screen. When i turned on the laptop it disappeared after a few minutes so i left it. On 2nd october when i opened the laptop in the morning i saw that the liquid spot had reappeared and it had spread and it was now covering the middle one third of the screen.. I turned on the laptop but this time it didnt disappear.
I tried calling the seller and he told me to call customer care.. I called customer care but since it was gandhi jayanti they werent available. So i called them again on 3rd october and they registered my complaint and asked me to send pics and i did immediately! And they replied saying this damage is not covered under warranty. I called up the dealer again and he said bring it over.. So i headed to mangalore again (from manipal) and when i reached there they tell me that they wont replace the piece but if i take it to hp centre in mangalore they will give me a DOA certificate and then i can get a replacement. So i took it there but they too are dancing around the topic. Now i dont have a laptop and i dont have my 80,000 rupees that i spent trying to get this.
I will fight to get either my money back or a new laptop but to anyone who is reading this... PLEASE keep in mind that HP has the worst customer service ever.. And Reliance digital will sell u faulty pieces and steal your money..
Do not trust these people ever..

Dilip1991, I saw your post and forwarded it to the right people for their review. You should hear back from someone shortly via private message on this Forum (please note as it is the weekend, it may be a couple of days before you are contacted).
KittyK - HP Support Forums Moderator
Clicking the "Kudos star" to the left is a great way to say thanks!
When your problem has been solved, accept the solution by clicking the "Accept as Solution" button to help other members in the future!
Rules of Participation

WORST CUTOMER SERVICE EVER!!!

.............. AND STILL YOU DO NOT HAVE A CUSTOMER SERVICE REPRESENITIVE CONTACT TO RESOLVE THE PROBLEM I HAVE HAVING! THIS IS CRAZY! You acknowledge that your customer service SUCKS and you do absolutley NOTHING to correct it! GEEEEEeeeeeeee WE SUCK! Thanks For Telling us we SUCK! We will take the fact that we SUCK in to Concideration............ BUT WE WILL NOT HAVE ANY ONE FIX YOUR PROBLEM! That just goes to prove that we SUCK! BRANDS MART ADDRESSES CUSTOMER SERVICE ISSUES IN A PROMPT MANNER! What is WRONG WITH YOU PEOPLE? Are you BRAIN DEAD? RETARTED? Will any one EVER CONTACT ME TO CORRECT MY PROBLEM? How many MORE days, weeks and E-mails must pass before a district Supervisor contacts me? You have the WORST Customer Service DEPT. EVER! At least on this we agree! NOW SEND ME ANOTHER CANNED PRE WRITTEN MESSAGE TELLING ME HOW MUCH YOU SUCK! IDIOTS! HAVE A DAM DISTRICT MANAGER FOR THE SOUTH EAST REGION OF FLORIDA CONTACT ME TO ADDRESS THE ISSUE I AM HAVING WITH YOUR STUPID COMPANY! THANK YOU FOR YOUR TIME EFFORTS AND CONCERNS TO THIS URGENT MATTER! AGAIN A CUSTOMER SERVICE DEPT. that DOES NOT GIVE OR OFFER ANY CUSTOMER SERVICE IS NOT A CUSTOMER SERVICE DEPT AT ALL! THIS IS THE 43 TIME I AM REQUESTING A CALL BACK! perhaps this is the letter that will finally warrent a call back???????? I doubt it! WORST CUSTOMER SERVICE DEPT............... EVER! KATHY DACOSTA! RIPPED OFF AND DISGRUNTLED CUSTOMER who is begging for customer service to contact me to RESOLVE the POOR SERVICE I AM REC. to this POINT!> Date: Thu, 6 Aug 2015 03:08:35 -0500
> From: [email protected]
> To: [email protected]
> Subject: Re: Best Buy Contact Form: Customer Experience (KMM25969448V48459L0KM)
>
>
> Hi Kathy,
>
> Thank you for choosing Best Buy.
>
> I'm sorry to hear about an unpleasant experience you've had with one of our Best Buy stores. I understand that can be quite disappointing. I'll be happy to take note of your concern.
>
> We understand how critical customer service is to the success of every business. It reflects what we are as a company and what we can offer to our customers that others can't. On that note, I apologize that the service you received was not on par with your expectations. This is not the kind of experience that we strive to deliver to all our customers. Based on the feedback you have provided I can see that there are improvements that we can make, and I would like to thank you for sharing your thoughts with us.
>
> I have documented your concerns so they can be shared with the local team to ensure that our policies are being carried out with all professionalism and courtesy. For further shopping convenience, you can always purchase many items online and take advantage of great shipping offers.
>
> We appreciate your loyalty as a My Best Buy Member. For any other concerns, you may visit our Help Center at www.bestbuy.com.
>
> Sincerely,
> Echo
> Best Buy Customer Care
>
>
> Original Message Follows:
> ------------------------
>
> Customer "Contact Us" Form Submission
> First Name: Kathy
>
> Last Name: Dacosta
>
> Phone: 786-340-0598
>
> E-Mail: [email protected]
>
> My Best Buy Member ID:
>
> Are you Contacting us about an order? no
>
> What can we help you with? Best Buy Contact Form: Customer Experience
>
> Subject
> Best Buy Contact Form: Customer Experience
>
> Detailed Summary
> AND YET YOU DO NOT GIVE ME WHAT I ASK FOR!!!!!!!! ......................THIS IS CRAZY! ............. And yet you do NOT give me the service I request either! What is WRONG with this Customer service dept? A customer service that gives NO CUSTOMER SERVICE, is NOT a CUSTOMER SERVICE DEPT. at ALL! Now once again, for the 100th time............. I want to speak with and IN PERSON IF POSSIBLE, FACE to FACE, with a District Manager, for the South east region of Florida! OR i want a call TODAY! (786) 340-0598! OR......... 305-322-0585! I need to resolve this DAM Customer issue that I have NOW! TODAY! I have been trying to resolve this issue for over a month now! I had a new TV set aside and picked out to replace the JUNK BOX you sold me, and NOW BECAUSE AGAIN YOUR CUSTOMER SERVICE DEPT DID NOT CONTACT ME IN TIMLEY FASHION, THE TV I SELECTED TO REPLACE THE JUNK BOX YOU SOLD ME, HAS NOW BEEN SOLD TO SOME ONE ELSE! This only compounds my aner and disapointment with BEST BUY! I want this letter to get to a reginal manager for DADE COUNTY FLORIDA! HE NEEDS TO KNOW HOW INEPT LAME AND SLOW THAT YOUR CUSTOMER SERVICE DEPT IS! Do you understand english? I want to speak to, either by phone or in person to a south east reginal manager for the State of FLORIDA! NOW! TODAY! He needs to know how inept ALL you people are at your JOBS of providing Customer Satisfaction! I swear to GOD that in this Customer service dept, the LEFT hand has NO KNOWLEDGE of what the right hand is doing! Kathy and HANK DACOSTA! ..................??????????? SO WHEN WILL SOME ONE FROM CUSTOMER SERVICE CONTACT ME TO RESOLVE MY ISSUE? I TRIED ALL THE UNDERLINGS! THEY KNOW NOTHING! ......... and if this reginal Manager can NOT resolve the issues I have then who is the DAM CEO of Best Buy? Maybe he can fix your inept customer service dept! Communication is the key! THERE IS NO COMMUNICATION HERE! The only commnication going on here is ME, telling YOU that NO ONE is contacting that is in a position to resolve my ISS

My guess is that the device had no case on it (they are HIGHLY recommended by all reps) and had been dropped. While the rep may not have explained fully to you why he couldn't replace it, I find it hard to believe that he felt comfortable with the transaction. While I know you are upset, if your responses to Elector are any indication of how you handled the situation with the in store rep it is no wonder why he "pushed" you out of the store. He shouldn't have to deal with that.
In the interim you called in and somehow they phone rep was able to send you a replacement phone and it sounds like it will be no cost at this time. The phone rep would not have done this had you not had insurance or extended warranty. If you do and you send this original phone back to VZW and they deem that it has physical damage they will charge you a non-refundable fee of $299 and will cancel your service and report it to credit agencies if not paid. While it is your choice to not put a case on your phone warranty does not have to be honored (whether you are paying for extended warranty or not) if there is "wear and tear". I put a case on ALL of my devices as most good ones are no more than $20 and I would rather spend that then $299 for a damaged phone or even $99-$199 for the insurance deductible.

The Worst Customer Service of My Life and Why I Will Never Shop at Best Buy Again

This afternoon I decided I wanted to buy a Playstation 4. I discovered, while browsing Best Buy's website, an offer to trade in a PS3 Slim and controllers for $100 +$10 per controller. I took in the console, three controllers, and two games valued at $12 and $5 respectively for a total of $147 in trade in value. I knew what I was supposed to be getting when I walked in the door.
So I enter store #1155 (Charlotte-Northlake) with the intention of trading in my PS3 and accessories, for a PS4 Destiny bundle. A very simple transaction, that could have easily been handled quickly (and was later handled quickly and painlessly by GameStop). I approach the desk and encounter this lethargic looking automaton named Ashlyn. Or something like that. I explain to her what I want to do, and how much I expect to get out of the trade in. She says "Well, you'll get whatever comes up on the thingy". So I set my console, 3 controllers, 3 cords (HDMI, power, controller), and two games on the counter next to the thingy (computer) and she proceeds to test to see if the console works. She incompetently moves the device and power cord over to the plug in station/screen to see if it works. After much confusion over which plug goes in what hole (I literally watched her try to plug the power cord into the HDMI slot), they stand around trying to turn on the controllers and connect them to the console. She finally discovers she needs the controller cord and asks me for it. I look on the counter to discover that it is no longer there. So I run out to the car to see if it's there, and it isn't. I come back in, and ask her if maybe she dropped it when she picked up the power cord, and she looks at someone else and says in her best impression of an incredibly rude person, "He only brought in two cords". I told her to look on the floor, and of course she found it. So they plug everything in, everything works, great. Now punch in whatever it is you punch in on the thingy and give me my PS4. Nope. Now she has to spend 20 minutes sighing and shaking her head at the computer while repeatedly asking me if my PS3 slim "is 500 GB" to which I respond, literally every time, yes. Eventually she gets help from a distracted eastern european co-worker who asks me "How much is it?" and I say "100" to which Ashlyn replies in another fantastic impression of a terrible customer service worker "He told me it was 500". I clarified that I meant $100 and 500 GB and they proceed to shake their heads and sigh at the screen as they fail to understand what I can only assume were heiroglyphics. So at this point Ashlyn has called me a liar twice, and has not once made eye contact with me, or attempted even the most basic customer service. She finally comes to the price of $117 dollars which I say "That's not right, did you get the controllers?" Naturally she did not. But also neither of them knew how to use the heiroglyphic thingy in front of them, so finally they said "Well, we can't do it in our system, so you'll have to take $117". I said no, took my stuff, and walked out. Ashlyn is a terrible customer service "specialist" and should be quickly fired.
Part 2:
So shaking and fuming I walk out the door to my car with my console and accessories in tow, and decide to call the other Best Buy near me at Concord Mills (Store #268). So I call, explain what I went through, and the girl on the other end of the line says "Oh, some people just don't know where to find the the right thing to do it" and said I could come down there and get it taken care of. So I head down to Concord Mills with hopes of finally making my simple transaction. I get there, tell the girl at the desk what happened, she more or less ignored me, and said she had to take it in the back and test it. Fine, do your thing. She comes back, and says "Where did you see the hundred dollar thing?" so I look it up, and WHILE I'm looking it up she says "I know what deal you're talking about, but I can only give you $40 dollars because this is in poor condition" once again in what I can only assume is corporate standard "Terrible Customer Service Rep Tone". I told her that a console is still in good condition if nothing is broken and it works perfectly, and that a few scratches don't mean "poor condition", this isn't a disc. She says "I'm not marking this as good condition, all I'll give you is $40." so I angrily picked up my stuff, and walked over to the GameStop in the nearby mall. Told him what happened, he took the console, checked that it worked, gave me $140 for everything, I paid the difference for a PS4 and they sent me on my way. 15 minutes. 2 hours of rude customer service reps at Best Buy sent me to GameStop, and I will honestly never set foot in Best Buy again.
So that's my story.
{Removed per Forum Guidelines}
Charlotte, NC Resident and Former Best Buy Customer

Hello puckettsd,
My younger brother got his hands on his own PlayStation 4 a few months ago, and ever since then, I don’t think he’s talked about anything else. In fact, whenever I go to my parents’ house for a visit, I can always hear him discussing game strategy with his friends through his headset. While I’m not much of a gamer myself, I certainly understand the PS4’s appeal, so I can see why you were excited to take advantage of our Sony PS3 Slim Trade-In offer and trade up to the new console. It’s disappointing to hear that your visit didn’t go as smoothly as planned though, and I’m sorry for any frustration this caused while you tried to figure this out on your own.
With any trade-in offer, we should always be assessing the item in question to determine its condition. This is done to make sure you are getting the best offer possible. An item may fall under in four categories - Good, Fair, Poor and Substantially Impaired/Not Working (see here for descriptions). As Ashlyn wanted to figure out which category your PS3 Slim fell under, she took the time to see if your console powered on and made sure your controllers worked properly. This doesn’t explain why she may have had difficulties adding on your controllers to the promotion though. If an associate isn’t sure about how to do something within our systems, they should be asking a member of leadership for guidance. I’m sorry if oversight caused you to leave the store unsatisfied.
Having said this, I appreciate it that you were willing to provide us a second chance and visited our Concord Mills store. I can understand your frustration though if this store didn’t feel that your console met the terms of the promotion and therefore didn’t meet minimum $100.00 offer. In the terms and conditions of the trade-in offer, we do state that the console must be in good condition to qualify. I truly apologize for this discrepancy. Regardless, I’m glad to hear that you were able to trade in your PS3 Slim for a new PS4 console, even if it wasn’t through us.
Experiences like the one you describe are never ones we like to hear, but thank you for taking the time out of your busy day to let us know about it. As a company, we realize there may be areas in need of improvement, and without feedback like yours, we wouldn’t be able to identify them properly to promote better service. Please know that I have documented your concerns as this a great opportunity for the store to learn from, and it is my hope that you give us a second chance in the near future.
Respectfully,
Alex|Social Media Specialist | Best Buy® Corporate
Private Message

Why is Customer Service So Bad?

I have always had a high regard for Lenovo as a company, but I am stunned at the poor customer service I have received over the last month in trying to repair/replace an inoperable laptop.
The problem with my Ideapad Y500 began a few months after buying it when it continued to reboot, particularly when I am online downloading something (such as from YouTube); but the problem has also occurred when transferring files (such as to an external hard drive or memory stick) and even when the laptop sits idly. It can occur over a length of time as long as 30 minutes or as short as 5 minutes after turning on the laptop. Various messages have appeared before rebooting, including "Page_fault_in_non_paged_area Win32k.sys," "Page_fault_in_nonpaged_area Ex64.sys," "Memory Management," and "Cache_Manager." A Memory Diagnostic indicated that there is a hardware problem.
When I called Technical Support in late July, the rep asked me to ship the computer to them so that it could be repaired - a relatively smooth and easy process. After receiving the computer back with a RAM replacement, the problem reemerged in less than a day with the Memory Diagnostic once again saying it was a hardware problem. I called Technical Support and the rep wanted me to perform an autorecovery function which we tried the first time before the RAM replacement and was unsuccessful. This time, however, the autorecovery function wouldn't work, so I had to wait another week before receiving the autorecovery discs necessary to perform the function. When those didn't work and I once again called Technical Support, I was transfered between several departments - all of whom couldn't or wouldn't help me. Finally a Technical Support rep said that he would escalate the issue to Customer Relations and that I would receive a call within 2-3 business days.
AFTER NEARLY A WEEK, I finally recevied a call from Delfina ****** who left a message and told me to call her back. I called back every day (several times a day) for a week, leaving a message each time with a phone number and time that she could return my call. I received no call. When I once again made another call to her number the day after Labor Day, a new message on her voice mail said that she would be out of the office FOR A WEEK.
Finally Delfina sent me an e-mail last night telling me that replacing my Ideapad was not yet an option and that I would have to send it back for repair. She sent me a Fed Ex label but NO ACCOUNT NUMBER for Lenovo in which to deliver it back (which I didn't realize until after spending 20 minutes in line at Fed Ex).
It's been over a month now that I have had an inoperable laptop and no one at Lenovo seems to care.
Escalated Case # 443354

I am experiencing the same horrible service. I have been waiting a month for my computer. I have called tech support daily for an entire month. No one calls back. Finally tacked down someone in the US to help. Still waiting on my computer to be sent back to me. I will NEVER buy a Lenovo product ever again. Most horrible customer service I have ever had. I feel like no one cares. I just want a refund at this point so I can buy a new computer that works. I am afraid once I do get it back if something else goes wrong I will be stuck in this horrible mess of tracking it down again.

Most inept customer service ever

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