New lows of customer service by BT / Openreach.

Sequence of events:
1. Moved into new house.
2. Booked engineer visit (2 weeks wait).
3. Had to rebook engineer visit (another 2 weeks - my fault in this instance).
4. Took afternoon off work to meet engineer and provide access.
5. Engineer does not show up.
6. Rung BT to ask if engineer definately coming - informed yes, engineer is definately coming.
7. Received emails informing me phone and broadband accounts active.
8. Engineer does not show by end of day.
9. Another phone call to BT - "sometimes they activate remotely" - ok, so why no phone call that engineer visit not needed?
10. Phone line and broadband checked - no dial tone, no broadband.
11. Checked fault online, informed if fault is within my property would have to pay £99 for engineer. Fault is "close to my property" according to the online fault tool.
12. Another phone call to BT - notified Openreach will be informed of the situation.
13. Accounts are currently active (and charging!) despite no service.
14. My "order" has been closed, despite having NOT been properly completed by BT, meaning that I am now tied into a contract and cannot go to another provider. Based on this intital poor showing by BT, if this were an option believe me, I would take it.
If BT 'knew' that an engineer visit was not required, why was I not informed? I took time away from work, for God's sake.
Not impressed at all.

Just an update as where I am on this for anyone who is interested.
David the moderator got back to me and it was agreed that the charge would be removed from my bill. However it is four days later and the charge is still there. I appreciate all of David's help so far but unfortunately whatever system BT has in place to manage these issues isn't working. My bill is due in eight days time and if the charge is debited from my account then I will be taking BT to court.
Interestingly enough, no explanation has been provided as to why this utter shambles has even occurred, but judging by this recent article and some of the responses, I am fairly certain this type of thing is not uncommon.
http://www.theregister.co.uk/2013/03/12/bt_missed_appointments/
I have already commented my experience on the article but I think I will probably drop the author a note in case he wishes to do a follow up case study. There is clearly some interest in this.

Similar Messages

Suggest creat a new forum for Customer Service

The below is my shopping experience in Apple Online shop:
I order a new ipad to my freind as a gift on 11Aug2010. I just wanted to clarify the derivery date as my friend would leave HongKon from 24Aug.
Therefore,I have tried to contact HK Apple hotline and Courier(TNT), I kept calling them during 2.5 hours but no one pickup the phone or their lines were always busy. They just gave me some music and asked to wait unit it hang up. I visited their website, ask me to contact them via their ??HOTLINE?? I wasted my time and money(long distance calls).
I cant find any enquiry e-mail in your website and forum. Therefore I suggest to add a forum regarding Customer Service, as a pathform of us to discuss about your customer service.
finally, I am very disappointed about the service of HK Apple Shop, I will not order any products from your online shop if i need to wait for your delivery.
I would be gratful if you consider my suggestion.
Regards

Go to http://www.apple.com/orderstatus to monitor where your order is and how far it has gotten.

Old DVR on a new installation -- Horrible Customer Service Experience

I have been a Verizon customer for less than 36 hours and I've already been berated by uninformitive customer service reps and been passed around to the point were I'm seriously considering going back to TW.
My "triple play" was connected yesterday and during the installatin I noticed I'm being given an old (6416) DVR. I know for fact that Verizon has been sending out and advertising new (7232) DVRs for a while now, and I'm paying the same price so I asked the Technician and was informed that they did not currently have any 7232 DVRs at their particular location but that this would be an easy fix if I just called 1 800 Verizon because Verizon would be more than happy to replace the DVR if I wanted to. That sounded simple enough so I let it go and didn't make a big fuss during the installation, but boy was I in for a surprise.
I spent a lot of time on the phone today. The first rep I spoke to on the phone had an insanely horstile attitude and asked me "What does it matter if the box looks like the old ones if it can record?" which is an obsurd question as we all know this is not about what the box "looks like". He then proceeded to get very insulting and condecending, telling me I should go online to upgrade, cutting me off to repeat the same instruction everytime I tried to tell him it's not possible to do so online (or atleast I don't know how). He would not let me speak to another represantative so I hung up.
I called again and I was told there is an "option" if I justlogged in to my Verison that lets me choose specific me which equipment I wanted and that there is nothing they can do. So I thanked the rep and headed online only to find out there is no such feature. While trying to figure out where to do this online I was prompted to Chat with an online rep for help so I did:
To my astonishment, the online rep informed me that there is no way to do this online and that I should call a local Verizon store. When I asked if he could please give me the address or the phone number of such store in New York City, he said he did not have that information!
So basically I have spent hours trying to fix something that is not my fault to begin with. I just want a new DVR and I don't think I should have to pay the upgrade fee because I just had this installed yesterday..., can anyone help please?

Hello Aj88
I sent you a private message to help you with your issue.
Thank You
^Jack

What is the number for Verizon Wireless Corporate Customer Service Complaint for CA

My Complaint: I have been a Verizon Wireless customer for approx 20 years. I called customer service to seek an early upgrade for my daughter's phone. She is away in college and her phone is malfunctioning. She is eligible for an upgrade in approx 6 weeks so I did not want to spend the money on a replacement phone when since we were planning on updating to something newer. The customer service rep to me they could not do the early upgrade an to call back in a few weeks. After explaining this was unacceptable (I do not like the idea of a young female being out of state and away from home with no reliable means of communication), she places me on hold to later return with the only offer of I must purchase a new device through her ( over the phone) which will be shipped to me, the phone was priced $100.00 more than the online price (they will not price match), plus i must pay $30.00 upgrade fee, $35.00 activation fee and taxes on the retail price of the phone. I am upset and disappointed with the quality of service provided by Verizon being a 20 year customer. If not for the seriousness and urgency of this matter, i would not have asked for an early upgrade. It is times such as these that you get to see how much of a "valued customer" you really are. I guess you are valued as long as you pay your bill and continually purchase their products. I would like to speak with someone from Verizon's corporate or customer relations department. As of now I am really considering changing my service to a different provider. I have multiple accounts with Verizon and i will canx each after the current contract committment expire (starting with my daughter's phone which expires in 6 weeks) In the meantime I will go purchase her a new phone with someone else and take comfort knowing she will have reliable communication.

I started with them in 1985. It has been wonderful service but very expensive. They seem to operate on day of deposit day of withdrawal. That means that I have no benefits nothing beyond the normal customer if I don't pay my bill they shut me off. That's why I have switch to another provider and I have better service lower cost and better phones. you can't beat other providers I mean it. Please don't expect more from verizon other than a "pay me more money and I'll do what you want" because it's all about money. Read the transcripts from current Verizon employees all over the internet. The company is going down and they're taking customers with them.
msvat <[email protected]> wrote:
msvat created the discussion
"What is the number for Verizon Wireless Corporate Customer Service Complaint for CA"
To view the discussion, visit: https://community.verizonwireless.com/message/1113982#1113982
>

FIOS CUSTOMER SERVICE IS THE WORST AND I AM NOT INSTALLED YET FOR NEW SERVICE!!

So on May 20th I signed up for the triple play service for 59.99 with 2 year agreement with 4 tvs being installed with equipment, home phone service and internet/wifi. On May 25th I realized that I needed to change 3 of the boxes on my order to different ones so I called the 1800 verizon number and spoke with a woman agent who said she was able to make the changes and also wanted to verify on my order that I am getting everything that I am entitled to as a new customer to Fios so I told her okay. Never did this incompetent woman tell me that she was changing my ENTIRE ORDER. At the end of the call she said she made the changes to the equipment and gave me a confirmation number for the change.
Today May 26th memorial day, I receive an email from Verizon confirming the changes that they said I made to my ENTIRE PLAN AT 2:46PM. She cancelled out my original order I placed online and switched it to another plan that was much higher at 79.99 with additional services I did not request and the EQUIPMENT WAS NEVER CHANGE, the whole reason for my call. After reading the email and going back to the original email I received after placing my order on May 20th I called Verizon customer service. The woman I spoke to, again incompetent and unsympathetic to the situation couldn't tell me why my order was change. She couldn't tell me anything and was silent the most of the **bleep** time. (Don't these people work for the same company, she should have been able to see exactly what went on in her system.)
When she did speak she said she was reviewing what was different from the last order. I said there is only ONE order that I placed and the only changes that I wanted was for the equipment. She didn't say anything after that. So after almost 10 minutes of silence, I said well at this point are you able to make the necessary changes to change me back to the original plan I signed up for with the correct equipment I needed. She told me NO, plain out.
Are you kidding me! I never authorize the change of my package, only to the equipment and your telling me you can't do nothing about it. The woman showed no type of empathy for the situation, nor apologize on behalf of Verizon and the lady who screwed up my family order. It was like she didn't care and then said If I want to cancel the order she couldn't do that and that I would have to call back tomorrow May 27th and do so. (Shouldn't a customer service agent do whatever they could to KEEP YOU as a customer and not send you to cancel the order...big problem) I haven't been with verizon for many many years and thought I should give you people a try. The way this initial contact with this company has been has truly set the tone of how these people/company will treat me and my family for the next 2 years. This transaction has not been smooth and not somehting that I would rave about to my friends/co workers/community, I will tell them to NOT choose this company. I see now that Verizon customer service agents will add what ever they want to your account that you didn't authorize, tell you lies and not correct anything that they are at fault of.

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

Bought new, discovered it was tampered with or refurbished, now at a loss with horrible customer service and dead phone

I'm wondering where to go after 2 weeks playing CS phone tag, started with a tech call reguarding Iphone 5, battery issue, tech ran test, batt is consumed, went thru warranty talk then to Apple, as to our surprise once the serial number was ran , I purchased a bran new refurbished and battery previously swapped out phone thru our corporate Ver store, warranty is invalid and new batt was 80$, Apple tech was shocked... I let that settle for a few days, and began the worst ordeal and crap show of customer service since, I've made numerous calls, 1st being with christopher, whom claimed he talked with his supervisor and I was patient, talked about that they wouldn't swap battery, but replace phone with a refurb phone, contract is up 2/03/2015 , exlplained it would be less hassle and givin the time frame to renew contract and do the upgrade now, pay the upgrade cost and whatever, we are good customers , never file claims, or issues with contracts, seems simples, I've now talked to approx 5 supervisors from ID, ky, al and whom have alllllll confrimed they have taken notes, processed requests and will call back in such time, as of 4pm dec 7th I am no where fast, contract can not be upgraded, one supervisor claimed they where no longer making the iPhone 5? And would allow for a upgrade once she talked to tech service, however a magical cold transfer and 40 more minutes of retelling this insaine story, he was then going call back on a dif number so the issue ph could be used, never got the call, however Matt in ID WHO claimed such sympathy for all the hassle then texted me saying he couldn't get thru on my number, however could text, and by a tech texting myself , such poor grammar and then stating we could only have the 5 and 6+ 's are on back order. Beyond fed up and stressed, almost 6 hours on the phone and 10 days of hassle , yet we still have a phone that dies at 70% ....I've never seen such a lack of responsibly or communication , seems supervisors are really good at making statements to appease each situation with out any documentation . Can't bring myself to call again and go thru the issue over and over again, meanwhile getting same responses (excuses) from every area I've spoke to. Guess now when I purchase Verizon items I call good Ol Apple and run the serial numbers to make sure the fancy kindalooksnewplastic isn't the 2nd re wrap and buy a phone that's been tampered with and makes your monthly insurance and warrantys invalid . Money well spent kudos CS ...and no I'm not hunting down anyone via Twitter , I'm sure there's notes on our account that this crazy person is out of patience and trying to see what other cell company we could change to . Merry Christmas

To clarify , we haven't serviced nor replaced the consumed battery . It has been noted as per Apple running the serial number that PRIOR to my purchasing the device, it had the battery replaced. Undocumented in detail, but showed up in Apple reports as replaced. Therefor creates a much wider issue than consumed battery issue, now we have the fact that 1. I paid for a new iPhone 5 16g with a renewed 2 yr contract, pay monthly for insurance on the device, however being that it has been worked on, that voided the 1 yr warranty and possibly the extended insurance program warranty as well, my corperate store can't handle this issue, given the extent of details, I stopped there today, to double check my receipt for original purchase to see if there was a CPO listed on my receipt, that is when they informed me they didn't acttially sell them there, nor if I did I wouldn't have paid full contract price either. More details, more time wasted on Verizon, knowing you all won't read the "fine" print.

Creating a new project with custom fields using web services

I've been trying unsuccessfully for the last week or so to successfully create a new project from web services and I believe the main problem that I've been running into is that one of the required fields is a custom field. I've tried creating the Project
in a couple of different ways and haven't had any success up to this point, so any help would be appreciated. I've tried creating it with both a REST call to /_api/ProjectServer/Projects and a SOAP call to /_vti_bin/PSI/Project.asmx. Below are the best shots
I've made at the two different calls with the errors I received. If anyone has any leads on the best way to do this the help would be appreciated!
REST POST /_api/ProjectServer/Projects
'odata.type' : 'PS.PublishedProject',
'Name' : 'OData Name',
'Custom_9d77d62aa92e4d40adc8446c90eb7456' : "O&M"
Response
error: {
code: "11713, Microsoft.ProjectServer.PJClientCallableException"
message: {
lang: "en-US"
value: "PJClientCallableException: CustomFieldRequiredValueNotProvided CustomFieldRequiredValueNotProvided mdpropuid = 9d77d62a-a92e-4d40-adc8-446c90eb7456"
SOAP POST /_vti_bin/PSI/Project.asmx
<?xml version="1.0" encoding="UTF-8"?>
<soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/" xmlns:proj="http://schemas.microsoft.com/office/project/server/webservices/Project/" xmlns:projds="http://schemas.microsoft.com/office/project/server/webservices/ProjectDataSet/">
<soapenv:Header />
<soapenv:Body>
<proj:QueueCreateProject>
<proj:dataset>
<ProjectDataSet xmlns="http://schemas.microsoft.com/office/project/server/webservices/ProjectDataSet/">
<Project>
<PROJ_UID>e1c2d38b-1529-4128-b707-42a94045e55b</PROJ_UID>
<PROJ_NAME>Proj Dept Test 2</PROJ_NAME>
<PROJ_TYPE>0</PROJ_TYPE>
</Project>
<ProjectCustomFields>
<CUSTOM_FIELD_UID>4802a711-62a0-4f84-8e08-c7d22daadb5b</CUSTOM_FIELD_UID>
<PROJ_UID>e1c2d38b-1529-4128-b707-42a94045e55b</PROJ_UID>
<MD_PROP_UID>9d77d62a-a92e-4d40-adc8-446c90eb7456</MD_PROP_UID>
<FIELD_TYPE_ENUM>21</FIELD_TYPE_ENUM>
<CODE_VALUE>a47930d6-b89d-4f3a-b4e3-522015fe82a1</CODE_VALUE>
</ProjectCustomFields>
</ProjectDataSet>
</proj:dataset>
<proj:validateOnly>true</proj:validateOnly>
</proj:QueueCreateProject>
</soapenv:Body>
</soapenv:Envelope>
Response
<s:Envelope xmlns:s="http://schemas.xmlsoap.org/soap/envelope/">
<s:Body>
<s:Fault>
<faultcode>s:Server</faultcode>
<faultstring xml:lang="en-US">ProjectServerError(s) LastError=GeneralUnhandledException Instructions: Pass this into PSClientError constructor to access all error information</faultstring>
<detail>
<errinfo>
<general>
<class name="General Unhandled Exception in _Project.QueueCreateProject_">
<error id="42" name="GeneralUnhandledException" uid="184feeaf-906a-e411-9b2a-00155d388b02" Exception="System.Data.StrongTypingException: The value for column 'PROJ_TYPE' in table 'Project' is DBNull. ---> System.InvalidCastException: Specified cast is not valid.
at Microsoft.Office.Project.Server.Schema.ProjectDataSet.ProjectRow.get_PROJ_TYPE()
--- End of inner exception stack trace ---
at Microsoft.Office.Project.Server.Schema.ProjectDataSet.ProjectRow.get_PROJ_TYPE()
at Microsoft.Office.Project.Server.BusinessLayer.Project.FixupProjectType(ProjectDataSet projDS)
at Microsoft.Office.Project.Server.BusinessLayer.Project.QueueCreateProject(Guid jobUid, ProjectDataSet dataset, Boolean validateOnly)
at Microsoft.Office.Project.Server.Wcf.Implementation.ProjectImpl.<>c__DisplayClasse.<QueueCreateProject>b__d()
at Microsoft.Office.Project.Server.Wcf.Implementation.WcfMethodInvocation.InvokeBusinessObjectMethod(String businessObjectName, String methodName, IEnumerable`1 actions)"/>
</class>
</general>
</errinfo>
</detail>
</s:Fault>
</s:Body>
</s:Envelope>

Julie,
You can create the fields that are project specifc & you can create fields that apply to all projects but have specific options for projects. Your goal is to create fields that are specific to each project, but right now you get all fields from you old project - is this correct?
From your description below it appears that the fields in your original project are marked as applied to all projects & hence when you create a new project they are inherited. If you mark those fields as applied to certain project & then create a new project those fields will not be inherited.
But you are right in the sense that it is limiting that there is no multi-select for "applies to" field.

Appalled by the lack of customer service - NEW PHONE is DEFECTIVE

I was leaving for California at the end of July and needed a battery for my Galaxy Note 2. There were none to be found. Verizon agreed to allow me early upgrade to the Galaxy Note 3. After daily phone conversations with customer service, I finally got my phone 4 days after it was to be shipped next day air. I had to pay $75 California tax and a $15 next day fee. I live in Massachusetts and although we are known as "Taxachusetts" - it would not have been that much if sent to my home. Needless to say, I get the phone and it is unable to hold a charge (not being used) for more than 8 hours. I called customer service at least 10 times for a matter of at least 8 hours and have no resolution. I cannot get a new phone because I am beyond the 2 week deadline - "Really?" at that point I had the phone for 3 1/2 weeks. I have a phone bill sitting on my table for $418.00 (to include equipment) - I will not pay for this phone until they send me a new one. I do not think that is unreasonable, yet, each of the 10 customer service and supervisors I spoke with told me that is not possible - no one could do that for me...Look, all I want is a phone that works and VERIZON WILL NOT ASSIST ME WITH THIS SITUATION!!! I have been a customer for a long time and am absolutely appalled by the lack of customer service!!! I am asking those on here for help. What carrier should I move to? Evidently Verizon does not need my service - and I am happy to share with my "Friends and Family" what a deceptive company this is. So what do you all suggest?

It's as my original messages states. After taking the iPhone5 to a verizon store and being told is was a known defect with the screen, we sent the phone back and received a refurbished phone. After weeks, we were sent an email with a picture imbedded that would not display. It stated the phone had internal damage. We certainly would not have returned the phone had we not been instructed to do so by Verizon or if it was damaged. We requested to send the refurbished IPhone back - we would have rather paid for a brand new phone than $300 for a refurbished one. We were told we could not. Beyond this - the support was unreal. The first person we spoke stated there was zero record of our original call to support to return the phone although our detailed calling bill showed a 35 min call. Three calls later and no one was able to show us the damange, prove it was our phone, etc. I'm not convinced this isnt some sham to get more money to be honest. We've been with you for 10 years. I do not want to pay for a refurbished phone especially when a verizon tech instructed us to send the original back due to a defect.
      From: Verizon Wireless Customer Support <[email protected]>
To: flash sam <[email protected]>
Sent: Tuesday, October 28, 2014 4:16 PM
Subject: - Appalled by the lack of customer service - NEW PHONE is DEFECTIVE
#yiv7047612359 img
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A message from the Verizon Wireless Community
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Appalled by the lack of customer service - NEW PHONE is DEFECTIVE
created by Verizon Wireless Customer Support in Verizon Wireless Services - View the full discussion             There's no need to consider canceling service with us flashsam. This is certainly not the wireless experience we want you to have! Let's take a look and see what options are available and keep you as a happy wireless customer. If you can send us a private message then we can look into this.
Thank you…
ArnettH_VZW
Follow us on Twitter @VZWSupport    Reply to this message by replying to this email -or- go to the message on Verizon Wireless Community Start a new discussion in Verizon Wireless Services by email or at Verizon Wireless Community
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Who do I contact to file a complaint about wifi on my new IPhone5 and poor customer service at the Apple Store in Leawood, KS

I am having problems connecting to wifi at home with my new IPhone 5. I got it replaced today at the Apple Store after dealing with a rude customer service person yesterday and today. They simply would not listen to me explain all the troubleshooting I have done. I also have an Apple Airport Extreme base station router, Macbook Air, two IPads, IMac and my husband's IPhone 5 on this wifi system with no problems. After talking to Apple Care yesterday, they told me to go to the store today to exchange my phone. The customer service person argued with me that I would have the same problems even if I exchanged the phone. This has been a very frustrating experience and after being a loyal "Apple" geek for many years, I'm seriously thinking about returning my IPhone 5 and getting a Samsung Galaxy S3! This is totally unacceptable! Tech support at Apple Care was great yesterday and that person actually listened to me unlike the two individuals at the Apple Store in Leawood, KS. How do I file a complaint about the hassles at the Apple Store?

Talk to the store manager.
Regards.

New Customer - Have had MISERABLE experience with Verizon service and Customer service

I am a brand new customer of Verizon Fios and so far I have zero good things to say about it. If it wasn't for the aggrevation of switching cable companies, I most definitely would go back to Comcast.
I moved into a new home in the middle of April. The previous owner had Verizon Fios in this house, so there was minimal installation that had to be done when I initially set up my cable. My house was pretty much empty at the time, so we had the TV's set up where we had a place to put it (upstairs, kitchen, and living room). We recently bought bedroom furniture, so we could now move the TV to where we initially wanted it, in our bedroom. However when we tried to hook it up to an outlet, no picture came though. This is when my awful experience with verizon customer service (or lack there of) began.
I took time out of my work day to call Verizon about this problem. I was on hold for about 30 mins until I actually heard a human's voice. He was unable to help me since I was not at home to unplug and plug things back in.
I called again when I was home, this time I was on hold for about 20 mins (wow)... the first person could not help me, so she transferred me to another department... put on hold for 35 mins.... this perosn couldnt help me either and they transferred me back to the SAME DEPARTMENT I WAS INITIALLY TRANSFERRED FROM.... put on hold for about 45 mins... finally i speak with someone that knows what they are talking about. Of course I have to go through all the same steps that I did the first time which did not work. As this person decides I need a technician, he begins to look up available dates... and then after an hour and 35 mins on the phone, it gets disconnected! I wait for 5 minutes to get a call back but I get NOTHING. I spent now 2 hours trying to deal with this and verizon doesnt even call me back when its their phone that gets disconnected? Thats terrible.
I call back after 10 mins and am put on hold right away (obviously).... after 25 mins of being on hold, shocker - the call is disconnected again.
That was enough for one day
I call back again the next day... same old thing... put on hold for 30 mins, talk to one person who cant help me, transferred to another department and put on hold for 20 more mins.
Finally with the tech department who says they are going to schedule a tech to come out to fix the problem but also mentioned they are going to charge me $55 for this! Are you kidding me?????? Verizon wastes about 4 hours of my life and busy day and then has the nerve to say they are going to charge me for it? I asked the person several times if I could speak with a manager or supervisor, they never let me. I asked multiple times and she just said that they wouldnt be able to help me and that the charge would stick.
I can't imagine that anyone would treat a brand new customer like this. I will not recommend Verizon to any one until I see some kind of help or REAL customer service from them.

I did call them this morning, and still on the phone.
I will say this - the reps are very friendly and do try to help in earnest. That's been my experience overall with Verizon. So in terms of the actual people, I give them an A+.
In terms of their system and how they process things, they get a big fat F. The very idea that I sent back a phone with accessories and their warehouse only registered the return of the phone pretty much says that there is something fishy going on there at the warehouse. And it took an hour to sort this out so far and counting.
The thing that bugs me about Verizon is how complicated it is to get everything straightened out.
Right now, they are trying to sort out the activation fee - I already have been charged one and now they are trying to figure out if i have to pay another one. Another 15 minutes just on that.
Everything has been resolved. Thankfully, Verizon's saving grace is that their reps are nice people.

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!

HP's Low Quality Product and Customer Service

On 1/23/15 I ordered a brand new Envy Phoenix 810 with modifications. First the website was broken and I ended up having to call to get the order placed. The computer arrived on 1/30/15 via FedEx, since paid for 2 day delivery.
The computer ran for 7 days and on 2/6/15 it froze in Win 8.1 and after reboot all I could get from it was a couple of clicks and fans spinning on high.
I called tech support, and the gentleman there very quick realized, as I had, this computer needed replacing. I made it clear I didn't want a 7 day old computer repaired, I wanted a NEW computer. He then sent me to some management group who told me, since their hardware managers don't work on weekends, the fastest way to get a new computer was for him to transfer me to the sales people. Back and forth with the sales people who told me I couldn't get a new computer until I sent the old one back. They sent me to customer support, who then put in an escalation to a manager, who wasn't working the weekend either, and who would call me back within 2 days.
A good 1.5 hours on the phone, and not once did I speak to someone whose first language was English.
I spent the weekend fuming to be honest, and now let's fast forward to Monday 2/9/15.
I waited for the call from the manager, and nothing. I finally gave up and placed another call to customer service. I was immediately told that I had to go through technical support first if my computer wasn't working, never mind that I am sure there was information on my account that told them I'd already been through all that.
So we start all over. Oddly, the computer, having sat disconnected from power all weekend, now behaved differently. It actually let me get into the bios, where we started it running on hard drive diagnostics, which eventually just froze, at which point we were back to no post and loud fans.
At this point the cycle started again, and I was sent to a manager who told me they can't send me a computer, I'd have to send the old one back. I explain again, I have no boxes to send the old one back until I get the new one etc..
At some point (this is about 2.5 hours into the calls for the day) I end up with sales again and behold there is an intelligent person who realizes I have a preferred account and they can just charge me for a new computer and credit me for the old when I call back, get an RMA and send it back.
Of course the new computer suddenly costs more, and in all this not once was I offered recompense for my "pain and suffering".
After everything, the promised call from a manager (remember Friday?) finally came on Tuesday afternoon. He had apparently never read the transcripts from Friday OR Monday, and wanted to start all over again. I told him a computer had already been ordered, being charged to my preferred account and I'd call for an RMA after it arrived and send the offending piece of dead electronics back then for a credit to my account.
He assured me that an even trade could be done and that he was transferring me to sales.. again. He either didn't understand what I was telling him or didn't want to listen. The lady in sales was as puzzled as I as to the reason the call had been routed to sales, and explained that due to a new system they had recently started using, it wasn't possible any longer to send a new computer out without charging for it and then getting the credit for the RMA.
I must say, first the shotty product and then this insulting experience with all of the HP support facets, located in "Timbuktu" (I honestly don't know where they are, but they are not in the USA) means this will be my last product from HP. And believe me when I say, between my daughters and myself we will be spreading the word far and wide about what HP is all about these days.
HP, you used to be a good company, worthy of my hard earned money, you are not now.

Hi @KerstinHuhn ,
I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publically post ( serial numbers and case details).
If you are unfamiliar with how the Forum's private message capability works, you can learn about that here.
Regards,
George
I work for HP

Total Lack of Customer Service - New Phones Elsewhere

Fellow managers around my company have been following (and often TRYING to contact me) during my ongoing Droid Charge fiasco (constant re-booting, involuntary factory resets, lack of of customer service, etc.) and as result our company placed an order with the "big orange" wireless company for ten new Galaxy SIII's today.
It was MY decision for our previous round of employee phones to go with VZW and Droid Charge equipment . . . And it made ME look like a fool.

Fellow managers around my company have been following (and often TRYING to contact me) during my ongoing Droid Charge fiasco (constant re-booting, involuntary factory resets, lack of of customer service, etc.) and as result our company placed an order with the "big orange" wireless company for ten new Galaxy SIII's today.
It was MY decision for our previous round of employee phones to go with VZW and Droid Charge equipment . . . And it made ME look like a fool.

Worst Customer Service Installing New Phone Line

I am experiencing the worst customer service i've ever dealt with. First it took 3attempts to set up a home phone line. Verizon scheduled me between 8am-12pm the first time and came around 2:30, no one was there. Second time we scheduled between 12p-4p, they came around 8:30am. No one was there. Then they wanted to schedule again 5 days later. I wasn't having it, so they schedule next day (Sat) between 8am-12pm. Finally a technician came. He installed a new phone line. I needed this line for my son who was coming home on house arrest. All of this was explained to Verizon. The longer it took them to install the line, the longer he would be in jail. After the line was installed, my son came home on Friday, 7/3. Some time on Sat 7/4 The line stopped working, and 1am he was re-arrested because there was no phone service.Today is the 9th and still there is no service. I sat in my cvar this morning from 7:45am to 1:15 pm waiting for a technician who was supposed to be there between 8am-12pm. After numerous clls to Verizon, and numerous promises to call me back, no one ever called back, and the phone is still not on. I have never had a customer service experience as bad as this EVER! I am so glad I have my wireless with Sprint. I have Verizon FIOS at my home in Jersey, but this phone is in Philly. To top it off, one Verizon employee tells me today that The house arrest equipment doesn't work with fiber optics. Why wasn't I told this when I first ordered the service? I'm still waiting for a Verizon Supervisor to call. My last call, i was conviently disconnected while being transferred to a supervisor. Because of Verizon's no care attitude, now it will probably take another week before my son is released again.

Hi chopsuper,
Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and look at the top of the middle column 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. The title of your post is the link. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe". Please keep all correspondence regarding your issue in the private support portal.

Installed my Photoshop Elements 7 on my new laptop. Says my serial number is invalid. Chatted with customer service rep and she says the number should work. What now?

Installed my Photoshop Elements 7 on my new laptop. Says my serial number is invalid. Chatted with customer service rep and she says the number should work. What now?

Hi,
Did the serial number come from a boxed set and previously installed from disc and are you now trying to install from a download?
If so, that will not work - the serial numbers are different.
If you don't have a dvd drive on your new system, perhaps you could get someone to copy your disc to a memory stick and install from that.
Brian

New lows of customer service by BT / Openreach.

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