My email Conversation with Creative Customer Service Regarding MicroPhoto Rep

So I am having a problem with my MicroPhoto because it is goign to recovery mode and is not detected by P.C. (my original post, http://forums.creative.com/creativel...ssage.id=98326 )
Here is my conversation after sending in my info about my player
ME: Support Inquiry: ID(8) My MP3 player is not detected
Product: ZEN MicroPhoto
CCPP Certificate Number:
Serial Number:
Purchase Date: /9/2006
Operating System: Windows XP
Creative Model Number: DAP-MD0007
Computer Brand/Model:
Processor/CPU:
Memory:
BIOS Type/Revision:
System Board/Chipset:
Detailed Problem Description:
I am having a problem with my Zen MicroPhoto, it started to "freeze" on
the Creative Logo while booting up, so I went to the recovery mode and
used clean up and format all and when I booted up again it gave a
"firmware error" logo. So now when I boot it to gives me a weird
scramble of white dots on the screen and goes to the recovery mode. Now
my computer won't detect it and I downloaded multiple firmwares and they
wont detect it but the Creative Recovery Tool detects it but when it
says click "run" on each dialog boxes to continue, no dialog boxes
appear. It shows up in My Computer under "other" with the label Creative
Zen MicroPhoto with a 20mb capacity. Obviously something is wrong with
the firmware and I need help figuring out how to fix it. thanks.
CREATIVE: Dear Brian,
Thank you for using Creative's Email Support System. We appreciate the
opportunity to assist
you.
I understand from your emauil that you want to get an out of warranty
repair for your Zen MicroPhoto.
Based on the description of the issue you had provided, it sounds as if
the hard disk of your Zen MicroPhoto needs to be replaced. This costs $
$0. However, before we can issue you an RMA, we would also need the
following information from you:
Purchase Date:
Serial Number: (Please consult this picture to know where you can find
your serial number: http://ask.americas.creative.com/wwi..._micro_ser.gif)
Alternate color choice:
(Please note that the alternate color choice is only used to decrease
the turnaround time of your RMA if the unit must be replaced and the
color of your player is out of stock. If you only prefer to have the
same color that you sent in, please be sure to note this.)
I will issue you an RMA as soon as we receive the information that we
need. I apologize for the delay.
ME: $0? I can buy a new one for $50 more. I don't mean to seem like a know-it-all but I am strongly convinced it has a software or firmware error. I relize I have a few fields to fill in but I will worry about that later. It seems like all the people on the forum that have the same problem
CREATIVE: Hi Brian,
Thanks for choosing Creative!
I understand you are concerned that your Zen MicroPhoto may have a
firmware problem because it gave you a firmware problem error. Sorry
for the confusion.
Your player most likely does have a firmware problem, but the constant
freezing also indicates a hard disk problem, which will cost $0 to
replace. If the firmware is the only problem, then the cost will only
be $25.
I recommend considering the new Zen 8GB player. It also includes a
color screen but will also play videos and contains solid state memory
instead of a hard dri've, so you don't have to worry about internal
moving parts wearing out as with the MicroPhoto: http://us.creative.com/products/prod...=&product=6999
If you would still like to arrange out of warranty service for your
MicroPhoto, click here: http://us.creative.com/onlinerma/
I hope this hel
ps.
Thanks for choosing Creative!
Best Regards,
Technical Support
Creative Labs Americas
ME: It doesn't freeze anymore. It only froze when it first got a problem. So when it continued to freeze, I used the clean up and format option in the recovery mode. After I did that it just goes right to the recovery menu.
I would be willing to pay $25 for a fix but not $0. Would it be possible to arrange it so it could be looked at and fixed but only if it is a firmware problem? If it is a hard dri've problem, I would just want it sent back.
Thanks for the help.
CREATIVE: Dear Brian,
Thank you for contacting Creative Technical Support. I understand that
your Zen MicroPhoto was displaying a Firmware Error and now only boots
into the recovery mode. We appreciate the opportunity to assist you
today.
This indicates that the firmware was corrupted and deleted from the
player. The recovery mode is the only place for the player to boot into
now that the firmware is lost. The only way to correct the issue at this
point, would be to reload the firmware.
I see in your previous messages that the player was not properly
detected by your computer or the recovery tool. If this is the case, the
player must be sent in for service and can not be resolved at home.
Here are the last steps you can try before sending the player in:
. If you would like to try one more time to reload the firmware, please
first enter a cleanboot of Windows. This will disable certain background
applications that may be interfering with the installation of your
software. Please click the link below for detailed instructions:
http://us.creative.com/support/kb/ar...p?l=3&sid=6738
2. Next, try the firmware update once more. For detailed instructions
and the proper download, please click the link below:
http://us.creative.com/support/kb/ar...p?l=3&sid=4789
Failing this, you can click the link below to set up the RMA online with
our new online RMA submission form:
http://us.creative.com/onlinerma
Please let us know if you have any other concerns or questions.
Best Regards,
Technical Support
Creative Labs Americas
ME: Is it O.K. that I don't know my exact date of purchase? Can I put a rough date or does it matter?
I would like to send my player is to get fixed but under a few conditions that you can assure me will be followed.
. The hard dri've will WILL NOT be replaced and I WILL NOT be charged $0.
2. I will be contacted before anything you replace that will cost me more than the original $25 fee.
Is this alright? email me back.
I appreciate your help, thanks.
CREATIVE: Dear Brian,
Thank you for contacting Creative E-mail Support.
I understand you have some questions regarding your products warranty
coverage, and the RMA process.
In order for the product to be considered under warranty you will have
to supply a copy of the original retail sales receipt with the date of
purchase, product purchased and the place it was purchased from. If
the product is sent in without a copy of a original retail sales receipt
with that information the product will be deemed out of warranty. The
minimum out of warranty fee is 25. USD which only reflects labor cost.
In the event that a part needs to be replaced there will be additional
parts fees based on the problem you have described the Hard dri've your
Zen MicroPhoto will likely need to be replaced the cost for hard dri've
replacement out of warranty is 0. USD for your product. This price
reflects parts and labor. It is recommended that you send a check or
money order for the full amount with your Zen MicroPhoto. In the event
that you do not send a check or money order for the out of warranty fees
a Creative Representati've will e-mail you to arrange payment prior to
making any repairs or replacing the player. In the event you do not pay
the out of warranty cost the player will be dispositioned by the RMA
department.
Let us know if you have any additional questions or concerns.
If you still require assistance, please reply to this email with any
previous correspondence to ensure the quickest and most accurate
service.
Best Regards,
Technical Support
Creative Labs Americas
So basically, if I send in my player I will pretty much be charged $0...which is pointless because there is no way I am paying that.
I stumbled upon this is site http://www.zenrepair.com/Zen/index.jsp and I may consider trying them. What do you guys think about Creatives service?
Has anyone ever heard of or tried that Zen service site before?
*Please remove the names of our advisors before posting support emails. Dale-CLMessage Edited by Dale-CL on 09-23-2007 :06 AM

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

Similar Messages

NOT thrilled with the customer service I just received.

I just ended a call with a customer service representative by the name of Amber.
Like the many users on this forum, I was up at 12:00am on 9/12 pre-ordering 2 Iphone 6+ 128g devices. Throughout the pre-order process, I was shown a delivery date of no later than 7:00pm on Sept. 19th. I submitted my order within minutes, only to wake up to an e-mail with a delivery date of 10/7/14. I called customer service that day and was told that I would have the phones on Sept. 19th despite what the email said. Now five days later, my order status remains "we received your order and it is in process" and the Expected Ship Date is "Not available at this time." Further, my credit card has yet to be charged. Other users on this forum submitted their orders for the same phones after me, yet have receveid tracking numbers showing a deliver date of Sept. 19th.
While on the phone with Amber, she suggested that I go to a retailer on Friday to see if I can get the devices. Needless to say, I was quite offended by her recommendation. I reminded her that I intended on renewing two contracts with Verizon in exchange for two phones being in my hands on Friday. I also suggested that if she wants me to go to a retailer, then Verizon runs the risk of losing my longstanding account if another provider provides me with a better deal. She then back tracked and said that was not what she was trying to suggest.
Verizon, I would like to speak or deal with a customer service rep who can give me assurance that my pre-ordered phones will be delivered on 9/19 as was promised when I placed by pre-order just minutes after they went up for pre-sale. With all due respect, I am looking for answers, not a link to an order status page that I have been checking far too often over the last five days. Thank you.

GMSwaim88,
Thank you so much for those details. We strive to provide you with the best customer service there is to offer. I have sent you a private message. Please respond back to that message for me.
KevinR_VZW
Follow us on Twitter @VZWSupport

Is this a chat with adobe customer service or general public that use adobe

is this a chat with adobe customer service or general public that use adobe

HI tom jons,
You've landed in the community forums. But there are Adobe folks, such as myself, who pop in here throughout the day. What can we help you with? I noticed another post from you about a poor PDF conversion, and suggested that you try disabling OCR to resolve that issue. But if you need help with another issue, let us know!
Best,
Sara

Could anyone show me how to file a complaint with Verizon Customer Service?

I would first like to state that this is my first time having an issue with Verizon Customer Service.In all my years of using their service, I had never run into someone that truly had no idea what they were talking about. I would like to file a complaint to save everyone from experiencing the frustration I am feeling and from wasting your time.
Here is the story, so that you can understand the reason why I would like to file a complaint;
My phone has always had an SD Card in addition to the phone memory because my phone memory is already tiny, less than 1 GB.I put things that cannot be put on my SD Card (my text messages, contacts, etc.).
This past week I kept on receiving air messages that my phone memory was full. I deleted most of my text messages but I still received air messages that my phone memory was "full". I therefore decided to call Verizon Wireless to see if they could help me solve my problem or at least educate me on what was taking space in my phone memory.
Well, I unfortunately had the luck of being connected with a representative named "Naima" and I told her about my phone memory problem. She said she knew how to fix my problem and instructed me to click on the "Format SD Card" button. Following her instructions blindly, I never once stopped to consider that clicking on that button would erase everything. And so ALL my pictures, ringtones, and videos were erased.
Trying to fix her mistake she dug herself into a deeper hole. Instead of admitting that she had made a mistake she claimed that my pictures, ringtones, and videos could be recovered, She had me access Backup Assistant, but my stuff was NOT saved there. I later learned that my phone's Backup Assistant can only save contacts, NOT pictures. She knew what phone I had (representatives have all the phone's info and history) yet she led me in circles and wasted my time and could not own up to her mistake.
What upsets me is the fact that she did not even KNOW that the phone memory and SD Card are 2 COMPLETELY DIFFERENT things.And also she could not own up to her mistake, but instead wasted at least an hour of my time trying to get Backup Assistant to do something it could not.
I then attempted to file a complaint to found that Verizon makes it Virtually Impossible to file a complaint, only through MAIL! Really??

Well actually sending a certified return receipt letter to Verizon Wireless may or may not do any good. you can also file a complaint here http://www.bbb.org
Those out of memory messages usually mean internal memory is getting full. I have no idea of your make and model of device but there are many articles via google that tell you how to transfer files from internal memory to sd card memory.
Now on the off chance your sd card is nearing its capacity you can either hook to your computer via usb and the computer will show two drive letters. One is internal memory and the other is the sd card memory. If its internal memory and your sd card is not full you can drag and drop the files to the sd card. However you can also get a card reader and then make a saved files folder on your desktop, then cut and paste any or all movable files to that new folder you just created. its really very easy.
You can also remove files from internal memory (music, photos,documents) to that folder on your desktop. You can also remove all files and photos from the sd card on a regular basis to never have that low memory problem again. I always purchase the largest sd card that is usable on my device and never save anything like music and photos to internal memory.

Re: Thoroughly fed up with BT customer service.

I too am fed up with BT Customer Services - they seem only able to pursue their own script and simply do not listen to what the customer is saying. On numerous occasions they ask a question just seconds after they have received my aswer to that very question.
I have been experencing a particular broadband / exchange line problem for over three years, have kept a detailed log of my dealings with BT for over a year and it appears that there is no way of escalating the issue within BT. Follow 'contact us' and 'complaints' on teh website and see if you can get anywhere other than teh standard customer servoces number. Customer services say they are unable to escalate to a more senior person / department.
'Customer Services' - to me a rather hollow joke, especially as they are in effect a monopoly provider and being paid millions of pounds of taxpayers money to roll out Infinity.
I think the answer either lies with legal action but perhaps if enough of us rais ethe issue with our MP we might be able to more effectively influence what is going on.

I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are a UK based team of people, who take personal ownership of your problem.
Once you get a reply, make sure that you are logged into the forum, then click on their name, you will see a screen like this. Click on the link as shown below.
Please do not send them a personal message, as they may not be on duty for a long time, and your message will not be tracked properly.
For your own security, do not post any personal details, on this forum. That includes any tracking number you are give.
They will respond either by phone or e-mail within 5-6 working days.
Please use the tracked e-mail, to reply, not via the forum. Thanks
This is the form you should see when you click on the link. If you do not see this form, then you have selected the wrong link.
When you submit the form, you will receive an enquiry number, so please keep a note of it
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.

[locked] VERY UNHAPPY with Adobe Customer Service

I used Live Chat earlier this afternoon with some questions I had about my serial number and had a very good experience. Then, when I later came across some technical issues with installing one program in my Suite, using Live Chat - which I much prefer - was not an option. So I called the Technical Support line. Pushed all the right buttons and was thrown into muzak hell for THIRTY minutes after which I hung up. There are no messages telling you to continue waiting for a technician, there are no messages telling you what your remaining wait times. Even offering a call-back would be great. So, assuming I was lost in space somewhere, I hung up and called back, where I waited in Muzak hell again for another 25 minutes until finally someone answered. He was, of course, very difficult to understand, didn't understand anything I was saying...and then he wasn't able to offer me ANY SUPPORT. He told me to come to the forums!!! Are you kidding me?! I have to go to a discussion thread to find out if anyone has any suggestions for what my problem might be?! THIS IS RIDICULOUS. I don't even know if this is the right place to complain but there doesn't seem to be any other place to express my disgust with your customer service. Everything on this site is for a specific product or Adobe.com. YOU NEED TO RETHINK YOUR CUSTOMER SERVICE PRACTICES, ADOBE. You have one extremely disgruntled customer, who still doesn't have Adobe Acrobat Professional on her computer.

Welcome to the world of Adobe.
Here is a link to the forum you seek.
http://forums.adobe.com/community/acrobat/acrobat_windows
I hope they can help you out as Adobe CS is clueless.

Phone died when on with a Customer Service agent. Now both phones are dead...What do I do now? Trying to set up my iphone 4S and I have no phone to call them back.

Phone died when on with a Customer Service agent. Now both phones are dead...What do I do now? Trying to set up my iphone 4S and I have no phone to call them back.
I was told I can set up my phone service through iTunes, but I can't seem to figure out where to go at this point. Any help would be greatly appreciated!
Greg

what do you mean, it died? plug it into the power! :-)

How do I email customer service? I spent an hour on the phone with a customer service rep and my issue was not remedied.

Need to email customer service management or supervisor to get an issue resolved. I don't see any email options only chat and call and I don't have time to do another hour phone call today.

There is no email for customer support. Your options are phone, chat, or social media. Or perhaps going in to a corporate store in person? Since you haven't given a clue as to what your unresolved issue is, it's hard to know what the best approach would be.

Very Dissapointed with Creative Customer Supp

Well, here's my correspondence with Creative Support , and let me say I am very dissatisfied with this level of support...My initial email I thought clearly spelled out the issue --
>>Detailed Problem Description:>>In the process of updating my firmware on my>>Nomad Jukebox Zen Xtra to 2.0.03, the firmware>>update failed and the device was no longer>>recognized by Windows. When the Zen rebooted,>>it showed "Firmware Problem" and booted to a>>recovery mode. After trying to reload the>>firmware from recovery mode, the device rebooted>>again several times, and now will not power on>>at all. I have tried resetting the device via>>the reset button on the side and still will not>>power up. Thanks>>>>=======================
That was my initial email to customer support...and they respond with:
>>Dear JAy>>>>Thank you for contacting Creative Labs technical support department.>>>>Creative Labs is a leader in sound systems, portable devices, Mp3>>players, and audio performance. (Nice blab of adversting :smileyindifferent: )> >>>If you would like to view any of our products, or view our knowledge>>base system with helpful troubleshooting tips and driver downloads,>>please visit us.creative.com.>>>>We want to fully assist you in the best way possible, so please bear>>with us as we help you solve any technical issues.>>>>I understand you are having problems with your zen.>>>>It is recommended that you download and install the latest driver as>>well as the firmware update, and then format your player or resetyour>>player by booting the player into its unique Recovery Mode, if you>>experience one or more of the following symptoms:>>>>Your player is not detected in Creative MediaSource or Windows Media>>Player>>The battery does not last as expected>>Your computer stops responding during file transfers>>There is a power outage during file transfers>>There is an error about firmware>>>>. Detach the Zen player from your PC , and ensure that it is turned>>off.>>2. Connect the power supply to the player.>>3. Hold down the Play/Pause button while inserting a paper clip into>the>>Reset hole on your player.>>4. Wait for 4 seconds or so, and then remove the paper clip.>>5. Keep on holding the Play/Pause button till the Rescue Mode screen>>appears.>>6. After the recovery mode has started, release the Play/Pausebutton.>>
<They continue to talk about going through the recovery mode...So after stating I cant turn the power on in my problem description that is what I got...Do they actually even READ your emails? Now my turn to respond...
>Ok - I have tried your recommendation --->>*". Detach the Zen player from your PC , and ensure that it is turned>off.>2. Connect the power supply to the player.>3. Hold down the Play/Pause button while inserting a paper clip intothe>Reset hole on your player.>4. Wait for 4 seconds or so, and then remove the paper clip.>5. Keep on holding the Play/Pause button till the Rescue Mode screen>appears.>6. After the recovery mode has started, release the Play/Pausebutton."*>>And like I stated in my problem description, I have tried severaltimes>to>reset the player, including holding the play/pause button and pressing>the>reset button and the unit no longer powers up at all.
<Makes sense right? The unit no longer powers up...no nothing, nada, zip, zilch, zero... Their response...
Dear Jay,>>Hi, Sorry you are having trouble with your creative product! Regarding>your last email. Looks like you may have a defecti've Creative Labs>product and I would suggest taking back to place of purchase for a>speedy replacement. If you are not able to do this and you have aretail>version and a receipt showing date of purchase then you can send the>product into Creative Labs as long as its still under warranty for an>Return Merchandise Authorization (RMA).>In this case, an RMA service request would be necessary. Please note>that if the product has exceeded its warranty period or there is any>User damage, an out-of-warranty RMA will need to be issued. Thiswould>require the cost of the repairs to be sent with the product when
<They go on explaining the out of warranty and RMA procedures and also have info for me to fill out regarding the getting an RMA....So looks like I may be getting somewhere, at least send my unit back to get fixed right? I respond with the info they request regarding model number purchase date, etc but then follow up with another problem description...
Brief Problem description: In the process of updating my firmware on myNomad Jukebox Zen Xtra to 2.0.03, the firmware update failed and thedevicewas no longer recognized by Windows. When the Zen rebooted, it showed"Firmware Problem" and booted to a recovery mode. After trying toreloadthe firmware from recovery mode, the device rebooted again severaltimes,and now will not power onat all. I have tried resetting the device via the reset button on thesideand still will not power up, and also tried getting back into recoverymodeby holding down play/pause and pressing reset and still no powering up. Thanks
<After I sent that email, this is what I get back to my surprise ----
Dear Jay,Thank you for contacting Creative Technical Support.With regards to the issue, before we proceed with the RMA. I would liketo inform you that as the player has exceed its warranty period, it willnot be covered by warranty. Therefore if the player is deemed out of warranty of the RMA department,the estimated cost of service is around $43.00 - $88.00May I know if you are still willing to send the player to us forservice? If you wish to do so, kindly reply back to us with yourdescision and on receving your reply we would process the RMA. In case if you need any clarification, please do not hesitate to contactus. Thank you. If you still require assistance, please reply to this email with anyprevious correspondence to ensure the quickest and most accurateservice.
<WHOA ---- $88 bucks?!?! I can buy a "new" refurbed unit online for cheaper than that...AND I would get a warranty!! Since they said if I needed clarification or assitance, reply, to which I did:
Let me make sure I understand this... I tried updating my player withyourlatest firmware, and it fried my mp3 player, and now I have to pay up to$88 to fix a problem cause by your software? I just want to make sureIunderstand this issue. Thanks
<Now for the kicker!!! Here is what they say:
<
Dear JayThank you for contacting Creative Labs technical support department.Creative Labs is a leader in sound systems, portable devices, Mp3players, and audio performance. If you would like to view any of our products, or view our knowledgebase system with helpful troubleshooting tips and driver downloads,please visit us.creative.com.We want to fully assist you in the best way possible, so please bearwith us as we help you solve any technical issues. I understand you are having problems with your zen. It is recommended that you download and install the latest driver aswell as the firmware update, and then format your player or reset yourplayer by booting the player into its unique Recovery Mode, if youexperience one or more of the following symptoms:Your player is not detected in Creative MediaSource or Windows MediaPlayerThe battery does not last as expectedYour computer stops responding during file transfersThere is a power outage during file transfersThere is an error about firmware. Detach the Zen player from your PC , and ensure that it is turnedoff.2. Connect the power supply to the player.3. Hold down the Play/Pause button while inserting a paper clip into theReset hole on your player.4. Wait for 4 seconds or so, and then remove the paper clip.5. Keep on holding the Play/Pause button till the Rescue Mode screenappears.6. After the recovery mode has started, release the Play/Pause button.<IT'S THE EXACT SAME EMAIL AS THE FIRST EMAIL THEY SENT BACK!!!!! I responded to that email just a little while ago requesting that a supervisor or manager please contact me... Their support is absolutely HORRENDOUS! I am wondering if these people in "tech support" are technically or are just flowing a flow chart for procedures.
I have been the IT field for 8+ years, I deal with customers on a daily basis. I have never in my life seen this kind of business practice, of A) a company not standing behind their products & work and B) supporting the customers issues after the fact. I understand I am a lowly MP3 owner, but I have always purchased creative products, I've got 2 sound cards running in my pc's here at home. I've purchased speakers, this mp3 player, referred my father in law to purchase a similar mp3 player from creative, bought my brother the same mp3 player. This whole exprience has put a bad taste in my mouth and to see that there are quite a few others are having the same issue makes me sick...
P.S. sorry for being so long winded in this, I know its alot to read, I tried to cut out the non-essential stuff in the emails I posted but I still can't believe my player is junk now after a failed firmware update.

harryhibbs wrote:
A quick question: When you try to reset the unit, is it connected to the charger? If yes, OK you say it's dead, so no screen display, BUT, can you hear if the hard dri've is spinning? I think it's very unlikely that a firmware upgrade process would have any chance of physically killing a unit altogether.
Another thing to check - is the battery firmly located in place? You can remove the front cover to access the battery compartment.
Hibbs
Yes - that is correct, I have been trying to reset the unit with it connected to AC power via the charger...No you cannot hear the harddri've spinning. Yes the firmware can kill the unit, not "physically" but it has logically shut down the unit to where it will not power up. The battery is firmly seated...Just as a side note, when I tried the original firmware upgrade the unit was plugged into the charger as well, so I know there were no power outages etc during the attempted upgrade.

Customer service regarding credit card mishandling possible credit fraud

To whom it may concern,
On Tue morning I placed a order for a sprint prepaid galaxy s3 and a go pro hero package through the early black friday preview deal. I had both items in my cart and checked out the go pro package with promo code. I then immediatley went back into my shopping cart and proceed to put in my galaxy promo code and the item was not longer available and sold out. I then called customer service to see about why this was removed from my cart and how I could order one. I was told that item was sold out and nothing could be done.
I then relealized in the confusion that I entered the wrong credit card in the system and wanted to change the form of payment to the correct card. I was told that they will take my credit card information and I gave the CR rep my credit card and was put on hold. I then was taken off hold and another CR rep was on the line and I started the whole process again giving my credit card information waiting for an authorization from her, which she gave me. (This whole process took approx 45 min by the way).
I then get to work and decide to check the status of my order at best buy and I am suprised to see my initial credit card info was used to process the order, not the new credit card that was given and told authorized.
I call CR again and the order was checked on on they said that the payment was authorized for the intial credit card and basically there is nothing I can do to change it. I tell my story to the CR and she sees that I did request my credit card payment to be changed but can do nothing for me not even cancel the order and reissue it with my proper CC number.
I ask to speak to a supervisor Angela and she again tells me their is nothing can be done with my order is being processed and by the original credit card was used as authorized.
My major concern at this point is who did I give my credit card # twice too. She tells me the agent I was speaking with and I demanded that we get connected with this agent to see what happened with my CC info. She informs me that this can not happen. I ask what as a supervisor is going to be done. She offers no remedy for the multiply issues I was having. I had to tell her that I would like to escalate this issue, she then said she can issue a ticket # 148428368. I then ask for the call to be reviewed and I would like a transcript of the conversations I had with the CR rep and how it effects my credit card security. I am posting this so this get rectified and more people are aware of the dangers your company practices of handling credit card numbers to the CR reps. I feel this situation could of been handled much differently and want to hear a solution to my issues.
Concered Customer,

Hi wildwest99,
I sincerely apologize if this phone agent didn’t handle your request to change your payment source as you expected them to. It sounds like they tried to change the payment source, thought it went through, but obviously it didn’t change.
We would never give a copy of our recordings to a customer but we would cooperate fully with any ongoing police investigation. Has this second credit card been used without your authorization? If so, you need to contact the local authorities in order for them to open an investigation.
I can say that many calls are reviewed and if this agent didn’t act appropriately action will be taken. This action will of course will be treated internally. Other than providing you a transcript of this call, or sharing if any action is taken in regards to this agent, is there anything specific you would ask of me?
Thanks for posting,
Allan|Senior Social Media Specialist | Best Buy® Corporate
Private Message

Disgust and Exasperation with BT "Customer Service...

I am posting this here as really a final attempt to see if anything helpful will actually be done by BT, but I think also as more of a warning to others, as I truly have ben a “victim” of their so called customer service.
To make clear, I don’t really use my landline, the only reason that I even have a landline is for my broadband which I get from another supplier, as I need this for work, it is rather essential, so when there is a problem with the line it causes me great stress as it threatens my ability to work and make money and pay bills etc. Generally the only time I use the phone is if I have to call a free phone number or a number which is chargeable from a mobile.
Over a year ago now, back in July 2011, I had just finished dealing with someone from BT’s head office as I had been forced to go there due to surprise surprise BT not adequately dealing with a complaint, that time due to charges on my bill for calls I hadn’t made. The man I was speaking to, fixed all the problem, re-set up my quarterly direct debits and said if there were ever any issues again to come straight back to him.
Cut to the end of August this year. I happened to pick up the phone to try and call a free phone number when I discovered that the phone could not make outgoing calls. At this point I have had NO communication with BT of ANY kind, calls, emails, texts or letters. Since dealing with their head office the previous year. When I eventually get through to someone, Im informed that the line has been restricted due to non payment of the bill. I asked if there has been a problem with the most recent payment or has a payment bounced and I am informed that in fact BT haven’t taken a payment in a year!!!!! I ask how this is possible, and also how has no one from BT got in contact with me about it, I mean they are supposed to be a Communications company, yet they seem to be severely lacking in communication, as the only reason I knew there was a problem was that I happened to pick up my phone. After speaking to around 3 different people in one of BT’s non English as a first language speaking call centres, various promises of a callback which funnily enough never happened, and god knows how much cost on my mobile phone bill, I finally managed to speak to a manager to try and figure out what had happened and how we could get this fixed.
I was told by the Manager that they honestly had no idea how firstly they weren’t taking direct debit payments, and secondly how this could have been allowed to run for a year without BT really contacting me about it or even taking any action like restricting the line after the first time they didn’t take a direct debit. I was informed that the balance of the account was over £400. I made the point and the manager agreed that asking a customer to make that kind of payment in one go with no warning, particularly in these circumstances was unacceptable and a solution had to be reached. I said I was happy to pay it off in installments or work something out that way, and the manager also said they would need to check as perhaps some of the bill may have even been supposed to be covered as compensation for part of the previous complaint and due to an oversight may have caused the rest of the year to go untouched, as otherwise she wasn’t really sure how this could have occurred. The Manger then told me that she was going to go away and thoroughly investigate this and speak to the person who had originally set up my direct debit to see if there was any issue there. She told me that she would be looking into this and would then come back to me with the answers to how this happened and also a solution to paying it off. Also while she was looking into this she would restore my line fully, as this was obviously a larger problem at BT’s end. This seemed to be a fair agreement and I told her I looked forward to hearing back from them when they had it sorted out and we could get this cleared up. How foolish I was.
Cut to the end of last month, I had family members in New York and New Jersey on holiday at the time of the hurricane hitting there. One night I picked up the phone to try and get in touch with them to make sure they were okay and I discovered that once again my line had been restricted for outgoing calls. To be clear here, the last time I had any contact with BT was when speaking to the manager at the end of August as described above. As you can imagine, having my line suddenly restricted and considering the circumstances I was particularly angry. I called in the next day, and despite asking what was going on and what had happened to the investigation into my account, instead all I got was a wall of “The account has been restricted due to non payment”. I would respond, yes I get that, but BT were supposed to be resolving the matter and coming back to me with a way to pay off the balance. Again the only response I would be given was “The account has been restricted due to non payment”. No other information, just that statement. I asked to speak to a manager and was promised a callback from one. It never materialized. I called back in gain, asking for someone to call me about this as I wanted to get it resolved, was promised one but again never received one.
Then last Monday, the 12th of November, I finally called in AGAIN at my expense, and spoke to someone who actually seemed to understand the term “Customer Service”. She took the time to look at the notes, saw that I was supposed to have been called about this but that no one had, and that in fact no one had even bothered to look into my account or even do anything with it. In fact I believe I was told that no one had even accessed my account since the last time I spoke with BT, back in August. I asked her if it should really be this hard for me to set up some sort of payment plan, I mean Im asking a company to let me give them money but they don’t seem to be interested. She apologized and said that she was going to personally pass this to her manager, that she would fully investigate the matter, sort it out and come back to me with the solution so we could resolve the matter and put it to bed. She gave me her word that her manager would be calling me within 48 hours. And guess what? That’s right, I never received any call whatsoever.
So Wednesday this week, 2 days ago, I call back into BT, to ask why this manager hasn’t called me back as promised and what exactly is going on. At this point I get more of the stonewall “The account has been restricted due to non payment”. However also at this point get told that my line is going to be terminated fully this coming Saturday. Again I will point out that no one from BT had communicated this to me in any way, no warning, no letter, text, email or call, from this global telecommunications company. However I am then informed that someone had called and spoke to me the previous Saturday, had given me this information and I had “agreed” with it. I informed the agent that this hadn’t happened, no one from BT had spoke to me on Saturday, and certainly not at the time of 11:30am as it was noted on my account, as I had been out the previous night and had only got in at 8am Saturday morning and went straight to sleep. This didn’t seem to bother them or they just didn’t care as now all that I could get from anyone was “The account has been restricted due to non payment and we are cancelling it on Saturday”. No offer of sorting out to get it paid, no explanation as to what had gone on or why no one had done anything, just a set response that felt like I was talking to a computer with only one programmed response. I was also informed that my account had now been ring-fenced by a particular department and only they would deal with it and they had no interest in my complaints or issues, they only cared about the bill in full and if not paid then it would be cut of Friday. I pointed out that I had not been given any notification of their action of any kind. The response verbatim I was given was,
“We don’t have to inform you if we are going to restrict or cancel your account, we can just do it”
Also they didn’t seem to care about the fact that someone in their company had blatantly lied and put information on my account saying they had spoke to me about this to inform me of it and I had agreed with it!!!!!! So fraudulent activity by BT and they don’t even seem to care. I asked for the details of the person who had left this note as I wished to complain, but was simply brushed a way with
“Oh we wont give that to you, we will just take care of it internally, you don’t need to worry about it”
I don’t need to worry about false information being put on my account???? I think BT doesn’t really have an understanding of what concerns the average customer, as someone falsifying information on their account is kind of a HUGE deal. At this point I had tried several times by phone and email to contact the person who had dealt with my account last year and had set up the supposed direct debit but surprise surprise, they never responded to one of my attempts, not even a polite message to say they had received it or that someone else might be dealing with it, nothing, not a peep.
At the end of the day with my head ready to explode I finally managed to get a number for a manager in BT’s head office. I called their office line and got to speak to them. I explained the above and they were very sympathetic and apologized, and agreed that the way it had been handled was wrong, and asking someone to pay £400+ without any notification and also when they had previously told me they would be sorting out a payment plan was unacceptable. He then told me he would be passing my information to an executive level complaints operative and that they would call me back the very next day to discuss the problem and get it resolved. Again I pointed out that I didn’t think it would be this much hassle for a person who is trying to set up payments to get it sorted. I then left this call, feeling a lot better as it seemed I was finally going to get this sorted.
However, the next day not only did I not receive a call, but instead I got an email from the person who the matter had been passed to, which simply said, ‘We haven’t had a payment in a year, the direct debits haven’t been taken, we have now sent you duplicate bills so you have a copy of them and you have been informed that the account will cease on Saturday (conveniently leaving out the fact that I was only informed of this the day previously). That was it. I called and left 2 voicemails and responded by email saying that could she please call me as her email has not in any way dealt with any of my issues or even tried to resolve this, and being as one of my biggest issues was that for 3 months I have been constantly calling BT and not one person has been bothered to call me, and the response to my speaking tp a manager at BT’s head office was for her to send me an email that as far as she was concerned I might not even get due to current restrictions on the line. I never received any call from her that day.
That evening I managed to get back in touch with the person from the head office I had spoken to the previous day. I expressed my exasperation that with a major issue where one of the main problems is BT’s seeming inability to call me back when promised, the person who as supposed to be looking into this hadn’t even bothered to call me to find out the issues and what the complaint details were!!!!! I was again promised that he would get her to call me first thing Friday. She did, I spoke with her about an hour ago, and from the fact that I have felt compelled to write this should tell you exactly how helpful she was.
When I answered the phone, the first thing she said to me was, “The only reason for this call is merely a courtesy, it doesn’t matter what you say or what has happened it will not effect the decision to terminate your line tomorrow” If that doesn’t just sum up the entire BT experience for the average customer Im not sure what could. Not only that but she claimed that BT had tried to contact me numerous times in regards to this yet mysteriously could not provide me with a single precise date of any of these supposed communications. I was called a “liar” as she said that I must have noticed that the quarterly direct debits hadn’t come out. This is despite the fact that the entire point of a direct debit is that you don’t have to check it, it just pays it, its how I pay my rent, gas, electricity, broadband, mobile phone and I assumed my phone line. Also if there has ever been an issue, the company involved is usually very quick and good about getting in touch, as its money you owe them/ Not BT though it seems. I said that all I’ve been wanting to do for the last 3 months is get something set up to pay this off. However I’m told that they wont do that that they NEVER allow payment plans (a blatant lie)and that even though I’ve only had 2 days notice and even then nothing in writing, they don’t have to inform me anyway, they can just do what they want.
I tried to point out the effect this would have, I even made it clear that I was perfectly happy that while I was making payments to clear the debt that they could keep the line restricted, but at least still active as otherwise I cant work, I cant make money, I cant pay my rent, I lose my flat, I cant afford to buy food and in essence it royally messes up my life. The response was that they didn’t care and unless the full amount is paid then tough.
However the most disgusting, Blatant and downright underhanded moment (and bear in mind at this point Ive been openly called a liar) came, when I brought up the fact that there is false information on my account, that someone had lied and put fraudulent information on my account. Her response, and I still have trouble accepting this was
“Well I don’t think one of our agents would do that, so Im not even going to look into it”.
Despite the fact that she could confirm that there was no call in under 5 minutes she refused to check it. I asked her to go get the call recording as there wouldn’t be one, and if she wasn’t going to help with my account at least please fix this, someone in BT has put false info on my account and you can check this yourself, it will take you no time, just confirm it. She however again refused to even look into it as she didn’t “THINK” that someone would do that. She also refused to go and listen to or check the calls I had back in August with the manager who had promised to sort out a payment plan and investigate, she refused to check or listen to the call from last Monday where an agent had confirmed that the previous manager was supposed to have done this but hadn’t done anything with it. She refused to do anything in any way that might mean she would have to change the position she had come on the phone to me with and had made clear she didn’t want to change. So in essence this person who is supposed to be trained in customer service and conplaint resolution, didn’t even bother her backside to speak to the customer making a complaint to find out the issues, just decided to check a few notes, not pay any real attention and sho a complete lack of respect to me. I mean she openly accused me of being a liar on the call and in the same breath refused to go and check if one of BT’s agents had lied themselves about calling me and me “agreeing” to all this. Funny, I was sure one of BT’s slogans was “Its good to talk”
So here I am, Im told my account will be terminated tomorrow and it seems that no one at BT cares, or even wants to solve the problem. Also they don’t care that this is going to have a massive effect on me and my life, without my internet access I cant work, and if I cant do that then I lose my livelihood, my home, the food on my plate and everything I have. Oh and look, just in time for Christmas. I have been asking for 3 months to get this paid off in a sensible way and for 3 months I have been assured they would take care of it, then fobbed off nad forgotten about. And now BT have made it abundantly clear that they really have no interest or concern for their customers in any way.
I write this in the vain hope that someone might be able to help me here, however being as there is less than 12 hours till Saturday I doubt it. I think to be honest its more so that other people are aware of just how shockingly bad BT’s service really is, and that watch yourselves and not only will they lie, abuse, insult and cause you great trauma, but that they will also refuse to accept any responsibility for their words, their action, their promises, and especially their mistakes and faults, as as far as they are concerned they don’t make any, and wont even look into seeing if they have. Truly a company that doesn’t care

Its quarterly billing, and on direct debit, so the whole point there is it takes care of itself.
It aso didnt hurt that as I said, I had no communication from BT in that year, no calls, emails, texts, letters nothing. They sent me no letter to say that there had been a missed payment, they took no action due to this, still something at this point that no one has been able to explain how that happened. Also the direct debit was set up by someon from their executive level complaints deaprtment, so you would think it would work ok. But apparantly 3 months later they didnt take a payment, and kept not taking payments or getting in touch with me about it, they just did notning. Then after a year, again without any warning or notification restricted my line, which as it turnds out was an automatic process, no one had any clue about what had been going on. Hence why the first manager I spoke to about it said she was going to have to investigate how this happened and obviously work out a repaymnt package. Though as par for the course from that point on I never received a callback from BT at any point, I called them often enough, but they never could be bothered it seemed to get back in touch.
Also my bills arent exaclty large, as I say the only reason I even have a landline is for my internet access for work so its not as if its a huge amount and its every 3 months so not something really on your radar. Again thats the point of DD and what you assume is a professional and capapble company.

A paying customer who's fed up with your 'customer service'

Let me see - I'm paying customer trying to renew a subscription that was a reduced rate (hence why I'm not doing it online) - and sometimes I actually want to speak to a human being for a sales transaction. I'm also a customer who's purchased your products repeatedly since the early 2000's if not earlier, and have been an enthusiastic supporter of your products.
That's going to stop now - if I can.
In brief, here's 2 data points that make me reconsider if I want to have anything to do with your company:
1.5 hours on hold in a queue AFTER I did the 'Adobe calls you back, estimated wait time of 4 mins'. This is a phone queue - most large companies and organizations have figured out how to make one of these work properly.
I call through to direct sales for Creative Suite and get the 'there is no phone support for this product - please go online, we will now disconnect this call'. You have a phone tree that doesn't allow you to return to the main menu OR speak to a sales rep - in 2014? Really? Is there not a way to cut costs and actually care about your customers? Is shoving all your interactions online the answer? Will your shareholders like the decreased sales that come as a direct result of losing customers due to shoddy customer service practices?
I'm a loyal paying customer, and will resubscribe because I need it for work, but honestly, I'm fed up. Not that I think anything will ever change here - we can complain in the forums, file complaints to the BBB (I know, silly me) and a sympathetic customer service rep will try and help us even though the issues are systemic and involve brand loyalty and reputation. Nothing will change, and I've essentially given up on your brand and products. There is nothing worse than a company who has betrayed its loyalest customers, but in the end, it's your fault for not understanding the basics of customer service. It's ironic that you're in the creativity business. Creativity is about innovating, improving and designing solutions, and creating positive emotion. I feel sorry for a company that cares so little for its customers and is so out of touch with what matters in business, that you've lost the creative spark that caused me to love your brand in the first place. I hope you enjoy your arrogance. We'll continue to use your products, but every time I launch one of them, I'll curse you and hope you fail.

Hi SadGamerGeek,
Welcome to the community and thanks for posting!
Sorry for the problems you're having with your broadband speed and for the time it's taking to sort out. I can help you from here. Click on my username and under the section "about me" you'll see the link to "contact the mods".
Whenever we've received your details we'll take it from there.
Thanks a million,
Robbie
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry that we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

May I share my complete & utter dis-satisfaction with Verizon Customer Service!!!!!!

Sit back, cause this is a long tale, a tale of misery and frustration by a long-standing customer...
I am a subscriber to Verizon's DSL service for my internet access and wi-fi in the house. Monday evening, I get home after a really long and frustrating week and just want to check email. The laptop is not connecting to the internet however, so I check my other devices. No luck. I then go check my desktop pc and notice that the router light is blinking, so I do the ole unplug, and wait thing. Do that a couple of times. Still no luck.
After a while of figuring out what number to call for customer service, I go through the Voice prompt system (and start over due to 2 dropped calls - thanks Verizon Wireless). Finally get an agent who I can barely understand. Long story short, 90 minutes later, he tells me he needs to send a technician to my house and the soonest he can do it is thursday between 8 and noon. I request evening hours or weekend because I don't want to take time away from work and be totally unproductive because I have no internet connection. He says he can't do that, but I can call the dispatcher (huh???). He gives me a number, and I call...after 40 minutes of being on hold, I hang up (I only stayed that long just to see how ridiculous it would get, but finally gave up).
The next morning, I unplug and re-plug. Lo and behold it's working again. So, wanted to do the courteous thing and cancel the appointment. Tried calling again, thinking that during business hours it would be easier to get through. Nope, another 20 minutes of being on hold til I hung up.
So, thought I'd go to the site and try to contact someone that way. OMG, trying to find a way to contact is just crazy, so finally resorted to the live chat. Well, then I get through all the questions, etc, just to say I want to cancel my appointment. He tells me that the technician will call and just let them know then. Really, a global service can't do better than that. Oh well.
So, today, I get the call, but of course I'm tied up, so can't answer. I check voice mail, it's an automated call telling me that they are still scheduled to come tomorrow morning and if I need to call or cancel, I was told to call 1-800-VERIZON. I roll my eyes, call the number. After 6 minutes of being on hold, the agent picks up and of course has to know my number, my name, my address...probably would have requested my birthplace, what I had for dinner, my favorite book, if I hadn't stopped him and told him I JUST WANTED TO CANCEL AN APPOINTMENT.
Guess what he told me...yep, he can't do it, I need to call that original number I'd already tried. Wow, is this totally f'ed up!!!! So, thought, just for grins, I'll call it...and of course I get the hold message, gave up after 6 minutes and was ready to wash my hands of the whole situation. Let the technician waste his time...I did all I could.
By now, though, I just had to vent, so thought I'd look on the website for some kind of way to contact someone. Nope, nothing, so thought Okay, I'll add a message to the Forum and hope that someone with some kind of authority will read this. I sign up and wait (almost 5 minutes) for my automated email. I enter the code to verify and of course it doesn't work. I get an error message that says "Error in Activating : update the eCRM details to SSO db". Wow, of course, that makes sense to me as a consumer. I tried again and finally got in here to tell my sad tale of woe.
Verizon, are YOU reading this? Are YOU listening??? Do YOU care? This was a HORRIBLE HORRIBLE experience, and I've already shared the tale with more than a dozen co-workers this afternoon in a meeting.

I am sorry to hear about the troubles you had regarding this appointment. If you have any questions or need assistance in the future, please make a post here so we can be of assistance.
Anthony_VZ
**If someones post has helped you, please acknowledge their assistance by clicking the red thumbs up button to give them Kudos. If you are the original poster and any response gave you your answer, please mark the post that had the answer as the solution**
Notice: Content posted by Verizon employees is meant to be informational and does not supersede or change the Verizon Forums User Guidelines or Terms or Service, or your Customer Agreement Terms and Conditions or plan

We need a new section entitled: Issues With Apple Customer Service

"This Feedback about the Discussions forum is intended for questions about how to use Apple Discussions and for general constructive feedback about how the Discussions system is operating or how it may be improved. Please use this forum appropriately. Failure to do so may result in your posting privileges to this forum being disabled.
If your question concerns a hardware or software technical issue, please do not post in this forum — instead, go to the Apple Discussions Homepage, select an appropriate product category and follow the links until you reach the correct forum for your post, then click the Post New Topic link. "
Alright, I have a suggestion for improvement. We need a new forum section for complaints about the way Apple is treating us.
To make sure I'm being clear, let me give you an example of just such a post that may be included in such a section.
I ordered online the family packs of Leopard, iWork '08 and iLife '08 on November 6th. I received an email telling me my order had been shipped on November 7th.
On November 9th I decided to check the progress of my shippment by logging on to FedEx. To my surprise, it had been delivered! Not to me but another party. I could download a PDF from FedEx and see the signature.
After trying to deal with FedEx for a few days I was finally told to deal with Apple because they would have to initiate the investigation. Fine. These things happen.
On 11/13/2007 I spoke with an Apple Customer Service Representative and received an Apple Issue Number and Case Number. I was told that it should be resolved in a few days. It wasn't.
11/20/2007, Here's where it gets interesting. In talking with them again I explained that since my signature was not on the FedEx ticket it had not been delivered properly if at all. I explained that since FedEx was clearly at fault the package should be shipped again. Finally they agreed. I was told that my package would be shipped and to expect an email.
11/23/2007, I was told again that nothing would be shipped until after an investigation had been completed. So did they lie? I spoke with a manager who kept repeating that he was sorry for the mis-communication. That became very frustrating to say the least. Remember, FedEx requires a signature. Without it or my permission to deliver somewhere else they must deliver to me and get my signature. The FedEx PDF clearly shows another persons signature.
Equally frustrating is the fact that they will not keep me informed as to the status. I have to call them and wait on hold. I did get a couple of emails with text along the lines of, "We continue to work with our carrier on your lost package. "
However, there is no way to reply to these form letters. The only way to stay in touch with Apple is to call and be put on hold.
Twice, after giving them my order number and being put on hold "while they look up my records" or whatever, the call was disconnected. I'm not saying they did so on purpose but the results were the same. Another call, another round of giving my order number and explaining to yet again a new person the details of the situation.
I've had many problems with Apple since becoming a customer in June of 2006 but I just can't let this go. I need a place to warn others. If you buy something, you might be better off buying it from a store instead of on-line. This kind of information is needed to warn others concerning the business practices of Apple should something go wrong. This is why we need a new section for putting forth such complaints.

It seems to me that the real problem here is with FedEx, as I have encountered similar types of problems with them in the past. Even though a signature is required, I have had packages left on my porch. When I enquired, someone had actually signed (i.e.forged) my name! Other times it has been left on my porch with some other signature. When I call to complain, FedEx just seems to think there is no problem as long as I got my package. They seem totally unconcerned even though a signature is required and I definitely did not authorize delivery with no signature. I have expressed my concerns directly to Apple, but have no way of knowing if it has done any good. I think this problem is worse with FedEx ground, as that is contracted out. Around here anyway, i think the drivers will sign the ticket and leave the package just so they won't have to make another trip. It's not right, and it's not supposed to happen this way, but i know it does.
Apple entrusted your package to FedEx in good faith that it would be delivered to you, and that your signature would be required for you to receive it. That should have resulted in you receiving it. however, due to a false signature, you did not. Clearly, FedEx is responsible.
If the package was supposedly delivered to your address, but has a false signature, I wonder if the driver might have signed the delivery ticket or gotten someone else to sign it and just left it on your porch or something like that. If so, it could have been subsequently stolen. If something like this happened, it might explain why things are so bogged down in the investigation at Apple. From their viewpoint, the package was delivered and a signature was obtained and they are probably being stonewalled by FedEx.
A user to user discussion forum such as Apple Discussions won't help with delivery problems. It's best to report them directly to Apple as you have done. If you continue to have problems, you can call Apple and ask to speak to Apple Customer Relations. They may well be able to cut through the red tape. You could also express your concern in the "Feedback to Apple" section. Maybe if enough people complain, they might consider awarding the shipping contract to someone else. Or perhaps the other shippers are even worse.
One of my recent shipments was evidently lost in a typhoon. But when I called Apple, a replacement was sent out immediately. This is more what I would expect of Apple, and you have every right to expect similar treatment.
If FedEx delivered to the wrong address and got a wrong signature, they should be expected to go back and retrieve the package. But if they delivered to your address and did not get your signature, then you would be well within your rights to go to your local Better Business Bureau and file a complaint against FedEx. That might possibly get some action of some sort. FedEx cannot ignore the BBB as easily as they can ignore you. If your signature was actually forged, you will certainly be able to prove that the signature on the delivery ticket is definitely not yours. And you could forward the BBB complaint to Apple. I don't know if this would help or just muddy the water, but it would put a little more pressure on FedEx I would think.
In the meantime, I would certainly speak to Apple Customer Relations and see if they can help you out here. They want happy Apple customers, and I think they would like to know about the extreme frustrations you are experiencing through no fault of your own.
I sympathize with your problems, and I hope that you are able to get them resolved soon.
Good luck!

Thoroughly fed up with BT customer service.

Just thought I would share this with other forum users.
The level of customer care is shocking and beyond believe they have no idea what they are doing.
Weve been a customer of BT for a number of years and up until recently had not experienced any problems with them.
We decided to purchase infinity in August 2012 but as we were moving to a new home we wanted to ensure that we could still receive the service in our new home.
So before we went a head with the order we advised BT of the move and gave them all the relevant details postcode etc and ask them to check to see if was available in the new house.
They advised us it was so we went a head with the order in our old address giving them more than 28 notice of the move to the new home and to carry the service over to the new address as there was outstanding bill from the previous package we asked the advisor if they wanted us to settle this bill but were advised not to worry as they would transfer the bill over to the new account.
The advisor advised us to ring the day before we were moving out to have the old number turned off and the new number reconnected on our moving date 8 September 2012 installation was arranged and carried out no problems.
7th September 2012 we ring BT to have the line disconnected and to arrange connection .
This is when all the problems start.
We are then informed that we haven't given them 28 notices and we would have to wait until 5th October and that BT infirnty was not available we felt that we had been misold a service by BT no point ordering the service if it wasnt available to start with hence why we checked before placing the order.
So we argue the case with adviser about the delay in installation and the misold package but basically told there was nothing they can do about it.
They admitted it was thier fault at offered free installation and 2 months free line rental and they would only charge the broadband at the infinity price which we accepted they told us that everything would be up and running ( phone,broadband and vision) on the 5th October t so we thought great only 4 weeks it won't be long.
5th October abortion of installation
1st engineer turns up marches into house with dirty oily boots leaving oily footprints all over the beige living room carpet.
no attempt to remove his boots or even bout coveralls over his boots what so ever.
He is shown where the line has to go but says he can't put there it has to go where he says we argue the point saying the tv point is the opposite end off the room and the line needs to go next to tv point in order for the vision box to work.
He doesnt listen and carrys on istalling the line the opposite end of the room whitch is 33ft long.
He then sets up the modem and in his infinite wisdoms thinks its good idea to install in on top and hot end of my snake vivarium bearing in mind it reaches temperatures in the upper regions of 30.
On moving the stack of snake vivariums to plug in the various plugs for the BT components by banking them into the vivarium sockets to which he alters the timings on the light settings and also the heat settings on vivariums resulting in nearly cooking one of my snakes but actually cooking a young bearded dragon due to damage to the stat.
He then checks the line only to find a fault with it but hasn't brought the key for exchange box in the village.
So call goes out contacts his office and then sits in van for about 30 mins then he comes back and tells us a second engineer will be out shortly to sort the fault on the line.
2nd engineers turns up takes one look and is appalled at the installation by the 1st engineer but there inotch thing he can do as he is only there to sort the line fault out but he makes a complaint to the office about the 1st engineer.
He sorts the line out and and advises us broadband will be up and running within a few hours If not ring the help line and they can chase it for you.
4 days later still no Internet so we ring BT only to be informed that the order for the broadband had been canceafter but not by us ? Wtf ?
It then transpires that there is an outstanding bill which we had previously tried to pay after countless calls to the billing team we settled the outstanding balance but still had to wait a further 2 days for in to be connected.
So we hook up the BT vision and yes you guessed no BT vision so another few hours on hold only to be fobbed off with excuses we finally get told that its been switched on after someone in the sales team had not placed the order to start with
Still no BT vision so we contact them again and they diagnose the fault as the plugin controllers so they say they are send 2 new replacements.
They advise us that the replacements would be with us on the Monday 22 October and these would have to be signed for they advise delivery before 1800hrs.
No replacements arrive so we contact them again to find out where they are as we had not recieved them when they track they order they say they have been delivered we ask them to check turns out they are 30miles up the road in another town wtf ?
They then advise us it's going take a further 48 hrs to investigate and then they will contact us advising us when we will be getting them.
The long anod short of it a total balls up from the start they have damaged my home, left it at risk to fire and robbing us blind.
Its also cost me £80 to have the carpet professionally cleaned and a further £50 to replace the damaged stat on one of the vivariums I have also lost one of the baby bearded dragons that I bred due to the stat sticking on and basically cooking the poor little mite.
For this service they want to charge me for privilege of it I complete and utter joke BT
Serously considering legal action against them now and for the record I have made BBC Watchdog aware of the useless aftercare.
Ive spoken to over 30 different advisors and every advisor gives conflicting advice and I've spent well over 10hrs waiting or on hold.
simply not got enough
Ive posted links to show how BT left our property
This shows where the engineer decided to locate the modem
http://img.photobucket.com/albums/v296/GSDARRI/2a4747f98b561a68c54ebd4fcb10ad0c.jpg
This shows the mess of wires left by the engineer
http://img.photobucket.com/albums/v296/GSDARRI/14ac73b79d5e0f69d859654502f63c04.jpg
This shows the temp inside the viv
http://img.photobucket.com/albums/v296/GSDARRI/ab3feb7431e820bdc33531742c8f1c55.jpg

Hi Snakey1970,
I am really sorry that you have had so many problems with us. If you like I'll have a look over your account and get back in touch with you to try and get everything sorted out and discuss what happened. I'd be happy to help.
Could you drop me in an email please? Use the 'contact us' form in my forum profile under the 'about me' section. You can find it by clicking on my username.
Thx
Craig
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)”
td-p/30">Ratings star on the left-hand side of the post.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

My email Conversation with Creative Customer Service Regarding MicroPhoto Rep

Similar Messages

Maybe you are looking for