Ongoing complaint
i have an ongoing complaint with BT
************* and since this complaint was logged a month ago ( the issues have been over a couple of months) ive recieved not one call or eamil to try and resolve the issue.
Im an administrator for a company with 10 people in an office ,bt have switched off lines, left me without internet/phone lines, cancelled engineers, sent engineers when not required, transfered 10 phones to 1 mobile phone number whilst trying to sort their own mismanagement out.
Does anyone else feel BT dont care 1 iota, as long as you pay the bill?
Welcome to the BT Residential Customers forum
As you are a business user, please could you post on the BT Business forum at http://business.forums.bt.com/
Thanks
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.
Similar Messages
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we sacked virgin media about 3 months age and payed the £194 cancellation fee their service was always letting us down as usual customer services gave us the usual lies. so it was time to get shut
so we signed up to bt, constantly losing connectios, bad crackling on the phone line. now and again losing tele conections
what are bt capable (or uncapable of) the customer services told me the line is fine to our property it must be our equipment,
so today new equipment installed .
still the same problem and costing me hard earned money.
customers help line is same as virgin useless they say everything is fine BUT bt website say ther is an ongoing problem with there server since 10/6/2015is the line noise present when you do quiet line test from master/test socket
dial 17070 option 2 should be quiet and best with corded phone
If you like a post, or want to say thanks for a helpful answer, please click on the 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’. -
Ios 5.0.1 + Iphone 4 bluetooth connection issue with car stereo
My Iphone 4 will not connect with my new JVC car stereo I have spoken to JVC customer support and they say its an Apple issue that they need to fix (changed something with the bluetooth connection scripts in the latest update update, as they have done before).
The phone finds the stereo and then tries to pair with it, however half way through the pairing process the phone losses connection with the stereo and the pairing is then deleted.
I have deleted all the existing pairing in the phone memory and ensured that the stereo has been rebooted to ensure no conflict of previous installs would effect the process
Does anyone know if Apple are going to fix this glitch in a new softwre update (and if so when is it being released) as at the minute i have an expensive stereo which is cant use to its full ability?Similar problems occured when Apple released iOS 4 last year. It was NOT fixed with an update from Apple. It was fixed by the system vendors and automakers releasing updates for their equipment. There are ongoing complaints from people with some Toyota built cars (Toyota and Lexus) with some systems as well as some BMW drivers.
I'm willing to bet money that the head unit you have is not fully standards compliant. Unfortunately, getting JVC to admit that is going to be nearly impossible. I suspect they will just quietly issue an update sometime in the next few months. Assuming the head unit can be updated by the end user at all. You may have to resort to an inexpensive visor mount speaker phone in the mean-time. -
Bluetooth connection issue with car stereo
Hi,
I have a N8-00, with the current belle software on it.
With my car Bluetooth it will connect and function properly when I first add the device (N8) to the car Bluetooth, but if I turn the ignition off and then back on again it won't pair, if I try to manually do it, it just comes up with error without a code.
Deleting the device and trying to re-pair it wont work unless I restart my phone, and I am unable to turn Bluetooth off on my phone until after restarting it.
This is getting very frustrating.
Please help!!Similar problems occured when Apple released iOS 4 last year. It was NOT fixed with an update from Apple. It was fixed by the system vendors and automakers releasing updates for their equipment. There are ongoing complaints from people with some Toyota built cars (Toyota and Lexus) with some systems as well as some BMW drivers.
I'm willing to bet money that the head unit you have is not fully standards compliant. Unfortunately, getting JVC to admit that is going to be nearly impossible. I suspect they will just quietly issue an update sometime in the next few months. Assuming the head unit can be updated by the end user at all. You may have to resort to an inexpensive visor mount speaker phone in the mean-time. -
I see lots and lots of complaints but NO suitable answer! Most answers don't even answer the question but instead tell how to increase MESSAGE font size - not the main screen "message list". Suggestions to change screen resolution are common but are ludicrous. One would have to change resolution every time they went in or out of Thunderbird! CTRL+ is also suggested but does not work on the message list. Creating and inserting CSS into the profile is a ridiculous suggestion for most users. And changing advanced settings is only an option for a guru - from my experience less than 10% of the folks I know would even look at the advanced settings - and less than 10% of those few would actually attempt such changes. This has been an ongoing complaint for a looong time.
It's time someone stepped up to the plate and provided a reasonable method of changing the size of the text on this screen.
Or do you want to limit you users to only programmer types?I have recently made the switch in the last week to Thunderbird from Apple Mail. I have been a Firefox user for many years. Near enough from the beginning. So far I am impressed with Thunderbird but it is lacking something that I don't get with Firefox. Font size is a big issue for me too and it's straining my already short sighted and possibly making (damaging) my eyesight more by using Thunderbird.
Though I agree with everything you are saying. I am one of those users who would prefer to change things within thunderbird itself rather than go and install another third party addon. I by no means am a guru but I have a fairly good understanding of things and would like to learn more about the about:config side of things treading carefully. I have tweaked things in Firefox this way. and disabled some items for security reasons. I am having difficulty finding info within the Mozilla site on this side of things and have yet to go down the search engine route for research into this.
I would like to change not only the main message list as you suggest but also the From, Subject, Reply To, To and Route content along with the Reply, Forward, Archive btns along with any other content etc, above the main message content. As well as my folders.
I feel Thunderbird is lacking accessibility features for those with bad vision or using smaller screen sizes. What I would like is a + and - with percentage btn like in Firefox that zooms in and out the complete page in a more responsive web like way. This would greatly improve things for many users. I'm sorry Mozilla but being able to zoom in and out with a keyboard shortcut in the main message content is not good enough. -
Is it just me or do others find a queue time of 20-30 minutes when contacting customer services unacceptable? It is quite comical to read the line at the top of this forum......
'Join the conversation in our Customer Support Community
This is where customers help each other get the most out of BT products & services. If you need direct help from BT or have an urgent problem please Contact Us.'
Obviously BT have a different opinion of what urgent is to the rest of the planet!It isn't only Openreach, BT residential services use this as an excuse for not treating customers fairly or handling their complaints with the necessary care and attention.
As a customer we don't have cotracts with Openreach so BT residential services blameing them for failures is only them passing the buck.
I have an ongoing complaint started in mid-July, not being happy with the reponse I received I responded to keep the complaint open adn then received a response from the customer service team that there were long complaint queues and that someone would be intouch in due course. To date, still no satifacory response. I don't think BT actually care about residential customers, they know there is a related complaint lodged with and confirmed by Ofcom but still nothing from BT.
Whilst BT have a complaints procedure, the intial steps aren't effecitve at resolving customer greiveances in a timely manner. If BT want to play the waiting game for 8 weeks before it goes to an obudsman, I can do that but it won't change the facts.
For some reason BT can't recognise that if a supplier of theirs behaved in this way to them, they'd be all over the contract and no doubt have the supplier in court.
My experience has definitley put me off BT, definitely a case of 'Buyer beware'. -
ERROR on when submitting email into customer service ????
So trying to get a email into customer service, and am getting error code that need to avoid using all these symbols like +=<> and others and I have gone through taken out all of them and still nothing, and have retyped it and I can't seem to get it through. This is now what I had written but can't get it to send cause of error still WHY??
Can you tell me how to get the PRICE GUARANTEE that when I initially ordered service was advertised. I now see same Triple PLan being advertised and offered at 89 with 300 Visa Card and when I ordered service was at 99 with 200 card so trying to see how to get price reduction on my bill of the 10.00 and also the pro rated month credit discount for the difference 100 Visa. Also been having ongoing complaint about when signed up for service that being told not eligible for Visa Card due to being told month discount I received instead of the Visa Card promotion, and was told I received and confirmed a email on this but having research my email account, have yet to find this such email, and was trying to also have this sent to me again since I cant find it and dont recall it eitherI'm so sorry you're having issues submitting an email- how very frusterating! Let me check into some alternatives for you.
Either I or one of my colleagues will be back with suggestions soon.
Thanks,
Heather -
does anybody know when is the next update for the iphone or the next iphone after the 3G
No one here knows, because Apple won't say anything that might make people decide to hold off purchasing. So anything you hear is purest speculation.
That said, I would suspect that for the holidays we might see a 32GB version, possibly with improved battery technology to allow the iPhone to maintain or even improve battery life even with 32GB pulling more power. Also, it wouldn't surprise me to see a better camera, since that's one of the ongoing complaints about the iPhone relative to the competition. -
I recently got a replacement iPhone 4s due to a fault occuring with the phone and the replacement 4s that I received is turning off serveral times throughout the day by itself, I have been speaking to customer relations and technical support since the start of February in relation to my complaint and I seem to be getting a major runaround and still hae not had my issue resolved, is there anwhere else or even an email I can send my complaint to without going through those departments as I find the staff to be very unhelpful and also rude and aparently there are not managers working in Ireland at all only in the US, as I was told by a senior advisor yesterday
For EUROEAN customers only, here is the e-mail address where to send the complaint, : [email protected]
and also here is their EUROPEAN Customer Care centre postal address:
Apple Customer Care HOLLYHILL Industrial Estate, HOLLYHILL, CORK, Republic of Ireland. -
Ongoing Billing Problems - Filing complaint with FCC - Seeking Attorney
This is only the latest in a constant, year long, cluster**ck.
My internet service was fine for 10 months. The billing was wrong every single month, but the service worked. Then Comcast sent multiple letters demanding that I MUST upgrade to their new modem (which, also comes with a new monthly fee). After installing their new required modem, my internet became virtually useless. It didn't work at any time of day or night for 3 weeks, during which time I made more calls to Comcast customer service than I can count. After dozens of hours of phone calls, Comcast finally agreed to send a technician, free of charge, to identify and fix the issue. (It is also worth noting that they refused to pro-rate my bill for the 3 weeks of downtime.)
The technician arrived and before he even attempted to review my problem, told me I had to buy a new modem. When I refused, he left. He made absolutely no attempt to diagnose my problem or repair it. He simply said that another technician would "come by in a few days" and left an invoice showing that the visit was free of charge. No additional technician ever came. I ended up researching my issues and repairing my connection myself.
This morning, I sat down to pay my bill. Wouldn't you know it, there's a $70 charge on my bill for a FREE technician visit.
So far this morning I've spent four and half hours on the phone with Comcast. 3 hours of which have been spent on hold.
The first person I spoke to said he'd be glad to help me and then hung up. The second person said there is nothing they can do to change my bill despite my having a copy of an invoice saying the visit was free. They then transferred me to a third person. The third person verified my personal account information and then promptly hung up on me after I told them I was seeking a bill adjustment. I called back. The fourth person I spoke to asked me to verify my account details and then also hung up. 4 and a half hours on the phone attempting to fix a billing error and 3 people refused to assist.
I called back. This time to cancel my service outright. The fifth person I spoke to verified my account information, asked what they could do to help, and upon my saying I'd like to cancel my service - hung up on me.
4 Comcast employees hanging up on a customer they've fraudulently charged and a refusal to terminate my account.I fully intend to visit with my attorney to see what I can do next.I apologize for any frustration regarding your billing issue. I show that you have been contacted by a representative and this has been resolved. Please reply back if you have any additional questions or concerns.
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Ongoing phone and broadband problems
I have wrote below about my ongoing problems with BT. I am going to use this thread as a record and to refer others to because if I have to go over it one more time I fear my brain will melt. Advice appreciated.
Four months ago: Possibly/probably unrelated? I tried to make a phone call one day. The line was dead. Borrowed neighbour's phone as I thought I had a problem with the phone set itself but the line was dead with the neighbour's phone. The problem only lasted about a day. A few days later a BT engineer turned up. Installed a new face-plate over my phone socket.
Three months ago: I've had a broadband speed of 20 megabit for about 18 months. Then 3 months ago that speed starts to get lower. First to 8 megabit. Then 4 megabit. I remember one day doing 5 different speedtests* and getting just over 1 megabit on all 5. That's not the only problem. Whenever I get an incoming call or make an outgoing call my broadband is disconnected. This is happening 100% of the time and is still happening.
Two months ago: Phoned BT. After about 80 minutes on the phone I'm told it looks like the problem is our (BT) end. I was told I would receive a phone call the next day. I got that phone call and was told my connection would be back to 20 megabit in a couple of days. It never happened. Even as I was being told my connection would be back to 20 megabit in a couple of days I didn't have any faith in what I was being told. Maybe just something in the tone of the person I was speaking to gave me that feeling.
A few weeks ago. Some Scottish guy from BT calls me trying to sell BT Vision. I said 'no' and took the chance to tell the guy of my ongoing problems.
Background info: I have been at my current address and had a BT account for about 10 years. I just need to drop back maybe 4-5 years now when I was told by BT, over the phone, that I would be receiving a BT Home Hub (BTHH). I didn't ask for it. I already had a Netgear modem/router. That BTHH never turned up. I wasn't really annoyed about not getting a BTHH. I was angry that I didn't get a letter/phone call explaining why. Then about a year later I was on the phone to BT and mentioned that I had been told that I would receive a BTHH but it never turned up. This time I was 'promised' that I would receive a BTHH. Again it (BTHH) or a letter/phone call explaining why it wasn't being sent never happened.
Back to the BT Scottish guy I told the Scottish guy about my lack of a BTHH and finally I get an answer. Apparently I need a 12 month contract. I told him I couldn't commit to a 12 month contract right now as recently I have taken a dip in my income. One morning a few days later and a BTHH arrives from the postman. I unpack it but just before plugging it in I remember the phone call with the Scottish guy and so I just put the BTHH away in a cupboard where it still is. Plugging it in would mean committing to a 12 month contract.
I've now learnt this morning from BT that apparently I have committed to a 12 month contract early September which would be around the time of the Scottish BT guy phone call. Clearly there's been some mis-communication between the Scottish guy and myself.
23 September In an attempt at trying a different route to solve my problems I put in a complaint. It turned out to be quite a wall of text which I hate giving to anybody but there's so much to go over. By the way since 20th September my download speed is 0.25 megabit. My upload is faster!
29 September I received a phone call from BT and the person that phoned started to tackle my broadband issues. By this time I'm seriously thinking of putting in a complaint about how complaints are dealt with. Basically in that 23rd Sept. email I went over everything which I'm telling you guys about now. I also told them that I understood a 12 month contract, which I couldn't commit to, was needed for the BTHH but as I have one sitting idle in a cupboard here at home and I've been with BT for at least 10 years and I've been told (promised) that I would receive a BTHH twice over the years (when I didn't even ask for one!) then how about letting me have it. Or at least plugging it in to see if that resolves the problems as that might even save BT having to send out an engineer.
30 September The lady I spoke to on the 29th told me somebody would phone the next day. By now I have deja-vu of what happened two months back. I got the phone call earlier which was how I found out that apparently I committed to a 12 month contract early September. The guy said I should probably speak to accounts first so I'm waiting for a call from them now.
This has all turned into a convoluted mess that could of been solved two months ago. I have a BTHH which I can't use but which might solve my problem (although if it does I don't understand why as my Netgear modem/router does work). I'm very tempted to switch providers but maybe my problem still needs to be looked at by BT even if I was with another provider? My bill is now overdue and whilst I can't commit to a 12 month contract I do have the money for the latest bill. But would you pay for an internet of 0.25 megabit which should be 20 megabit? Or a phone that dis-connects your broadband.
The overall annoying thing about this is how my email complaint was handled. The complaint(s) need to be tackled as a whole. I have a couple of friends and have read many stories of people phoning BT and then after complaining they get some deals. Now whoever read my complaint, and I have a copy which I can provide, should of seen that I'm clearly 'in limbo' so to speak and said either 'keep the BTHH' or 'we may need you to send the BTHH back but for now try connecting it up to see if that resolves the problems'. Instead it looks like my email was read and then passed onto the broadband department. The lady who phoned on the 29th thought I was using the BTHH even though she had my email in front of her. I know that as she quoted a couple of lines from it. The guy who phoned this morning also thought I was using the BTHH.
All that's needed now is for BT to dis-connect me for an unpaid bill! I personally feel that I should get some compensation for such a poor connection over the last 4 months.
For all speed tests I used the BT wholesale one apart from*Here's some screengrabs from BT wholesale taken at various times.
After that a couple of screens from my Netgear taken today.
I did run Routerstats Lite over a few days when this started. However I don't know what to look for in Routerstats which might be the problem.
7 August
20 August
7 September
27 September
30 September
Netgear Router status 30 September
Netgear stats 30 September -
Good morning, which is the address I can use to send a complaint about a support??
My name is Gabriela A. Certa L. i am from Venezuelan, ID number 18,180,219. And I speak to you this time, unfortunately with a negative critical to your business, the week of 25 to 31 July, a major drawback I spend with my MacBook Pro, MacBook Pro Model 5.1, with an Intel Core 2 Duo, Version 10.5.5 (9F2533), Serial Number W****D01G0, because when on Tuesday July 26 started to update my computer through the window that alerts you whenever updates connected to the grid when this term update, began the presentation of welcome as if he had bought hours earlier, completed this intro I searched the files and images that had there and had nothing, thus losing my thesis in its entirety to qualify for my last presentation in the Alejandro de Humboldt University, and of course all the other work to give the university the week, not counting photos dating from 2003 and important documents with personal information.
After this, go into panic because the thesis had to perform on Saturday July 30, ie 4 days of lost information, without any back up, I went to the iStore store, located in the Centro Comercial Sambil Local Level A-40 motorway, Urb Garden Mañongo in Valencia, Venezuela, Tel 58 241 8***,297, which is placed on the Web Page you http://alacservice.apple.com/service/ detail.php? id = 1716, as an authorized service center, where Joseph Carvajal, treated me as authorized which would explain my problem and give you my computer for several hours, there he placed several recovery programs downloaded from some unlicensed Internet and others that if they leave, to finally result in NOTHING.
Then talk to a person who recommended me to a MAC technician, who had been certified in Madrid and gave me his phone, this technique known as Carlos Negrin who can be contacted by cell phone number 584****7407 and verify its data technicians, who, after analyzing it was not run any program with just enter through the roof realized that one of the programs run by Carvajal had left a recover that had been stored at the same time not in an external hard drive as it should be, but on the same disk of the machine, damaging all the files, thereby preventing the chance to regain the thesis and everything else previously mentioned.
That's what I issue previously raised my complaint, how can a service center authorized by you have a person so incompetent that recover use programs not authorized by you, downloaded from the Internet without a license, who knows what else But did not save the information into the machine, erasing any chance of recovering anything?. Went wrong in the presentation of the thesis and put me bad grades in other deliveries that week because the only store here in Valencia Apple is not able to have someone who is certified you really
Sounds like a joke, a game and an insult to what they did, because however caused me problems at my studies and staff stress, are also placing its name in play and letting them look bad at least one user who feels love and super identified with the brand, its seriousness and all those values that they transmit, as it could rely on the findings on their Internet pages when the center is on your page as an authorized service center, not a guaranteed service and uses things not approved by the company as are recovery programs. My complaint is designed to let you know my great disappointment at the setback to you as brand and company take action on the matter since I was in a rather unpleasant because of a person working for you
Programs running on my machine were:
• Recover Data 3 2 1
• Recover Data
• File Savage
• Stellar Phoenix 2.0
No more nothing to say expect some response from them.
<Edited by Host>Hello SherryHighfield,
Best Buy has a number of ways that our customer can contact us when they have questions or concerns. For many, our phone channel works best to contact us, and it seems odd to me that someone would have told you to call back tomorrow. Phone agents are in a unique position to not only document issues like yours, but to help out in the situation when necessary. Clearly, this didn’t happen in the way that we hope for, and I’m sorry that this was at your expense.
As a previous phone agent myself, I know that there are always those circumstances that stump us and we may be unsure in how to help. Having said that, we shouldn’t be turning away people who come to us for help, but rather, we should help them figure out the next steps in resolving their issue. Please be assured that your experience is an irregularity, and it’s one that I will pass on to our leadership team to assess.
The email address you are requesting, however, is [email protected] As you have reached out to us here on the forums though, I’ll be glad assist you. What happened with your last store experience that caused it to turn sour?
I hope to hear from you soon,
Alex|Social Media Specialist | Best Buy® Corporate
Private Message -
Best avenue to file complaints about bill and have them resolved
I have been a customer since before 2005 and went with Ntelos in November, I called the night I was at Ntelos to ask Verizon what my contract buy outs were and I was given the prices. The representative tried to offer me whatever promotions she could offer (there wasn't many) and I declined service (there she should have took the initiative to ask about disconnecting). Since my bf opted to keep his number his phone disconnected automatically. I was told my Verizon phone would cycle off within 24 - 48 hours by the Ntelos rep. That was not the case so I called verizon to ensure my phone would disconnect and they told it would at the end of the billing cycle (december 20) which makes sense. I understand I would be responsible for the November - December. Anyways, December 20th rolls around and mind you I've called already to ensure it will take place and it doesn't. I phone in and come to find out the person who took my orders didn't complete the disconnection and now I have to wait until January 20th for it to cycle off and I can finally pay my bill! Well get this in my November - December bill they've charged me $51 for Monthly access (I have a work discount) and $49.99 for insurance and smartphone access for 12/21 - 1/20 and won't refund my $51 as they say that I called out on the phone. I turned the phone on and had voicemails that I think I checked around the time period that they are mentioning (1 day) and that data was used (1 day) I had no outbound calls after December 11th my birthday. Because there are no comments in my account (that I specifically asked them to make) my phone should have been disconnected when I had called in the first of December... really!?! The phone should have been turned off regardless and it was one day out of 30 seriously? I mean the phone has been turned off this whole time and literally only checked to make sure Verizon did their job. I CAN'T HELP IT YOU DON'T KNOW HOW TO DO YOUR JOB, I PUT THE EFFORT IN MULTIPLE TIMES TO LET YOU KNOW MY PHONE NEEDED TO BE DISCONNECTED YOU SHOULD HAVE KEPT RECORD OF IT!!! What really heats me up is that I was told a supervisor would give me a call back after they got out of a meeting and I have not rec'd a call back yet. VERIZON Reps/Supervisors your customers are the reason why you have get a paycheck, I suggest you start treating them a little better. You can't seriously tell me giving me back my $51 for service I DID NOT USE (except according to you for one day you can't even give me details about?) is really going to hurt your pockets. I've been jerked around by your reps for the last 2 months as one told me my contracts were up in January and I shouldn't' be charged for disconnection fees at all, she credited me those termination fees but they later got rejected (after she said her supervisor approved while I was on hold) and NO ONE HAD THE COURTESY TO NOTIFY ME!
I've worked in customer service before and I'll be first to tell you that your reps are not trained very well and you have horrible ethic! You should not charge your customers for an error that was your fault; especially since it was your reps that I asked specifically to note my account and didn't (this isn't my first rodeo with you all, it should be standard procedure to give your reps time to comment before throwing them into another phone call). I'm not doing this for my health here, that $51 could buy diapers and baby food for my daughter and you are crazy if you think I'm going to let it slip through my fingers to line your pockets. I will keep escalating it until you do something about it and I don't care that you already gave me an inconvenience credit I deserve that and my $51 so don't try to justify it that way! This has been way more than an inconvenience, so don't worry I'll inconvenience you as well!
>> Edited to comply with the Verizon Wireless Terms of Service <<
Message was edited by: Verizon ModeratorWith my new provider I am only using the chat function to settle anything with them so I can save the conversations I've had with them (not that I've had any issues thus far). It should be standard procedure for them to comment your account while they are on the phone with you before hanging up. I should have been annoying and asked them to read back their comments (hindsight ugh!). I'm sorry that you are having to deal with this as well, just know you are not the only one receiving horrible customer service. I'll share with you what I wrote on their Facebook page. They really should take some accountability for their actions and have better follow up on resolving issues (or train their representatives better). I can't stand having to talk to another person time and time again explaining the same thing i just explained to 3 people before them.
Almost immediately, I received some attention after posting this:
Dear Verizon,
I am appalled, especially after reading your credo, that you are refusing to credit back money that is owed to me because your representatives didn't take the necessary time that they should have to comment (after I specifically asked) in my account after I diligently called in multiple times to ensure that my disconnection took place when it was scheduled to and was told that it would (an ongoing issue since the beginning of December). Come to find out that the representatives I spoke with prior to December 20th didn't do their jobs correctly by not entering the disconnection orders in. "Verizon Credo- a set of principles that describes our culture of integrity, respect, performance excellence and accountability. The Credo is a blueprint that directs us to live up to the highest standards possible when serving our customers, shareowners, communities and each other." Let me school you on something here because it appears that you just put that mission statement up on your website 'cause it sounds good, you certainly do not follow through! Accountability: Noun - the quality or state of being accountable; especially an obligation or willingness to accept responsibility or to account for one's actions (i.e. public officials lacking accountability). It doesn't matter that you cannot find any proof in my statements it doesn't change the fact that it happened and I am not a liar. I seriously wouldn't exhaust this must effort had I been lying. I'll take this a step further and reference your statement "we focus outward on the customer, not inward. We make it easy for customers to do business with us, by listening, anticipating and responding to their needs." First of all, when I made my initial call to you all asking what my contract buyout prices were and your rep tried to offer me promotions (or lack there of) to keep me as a customer and I declined she should have "anticipated" my need for disconnection. I shouldn't have had to jump through so many hoops to get my service disconnected from you all and pay my final bill. It's not my fault that your representatives weren't trained well enough to correctly put through disconnection orders. Based on my interactions with your customer service I could see where people would disconnect their services regularly!!!!! You are not making it easy for me to severe ties with you and conduct BUSINESS and you are not responding to my NEEDS. I think you forget that I could be a potential customer in the future. If it's one thing I learned from my Communications Degree is that negative feedback will reach more consumers vs. positive feedback of a company and how they handle their business. I have 1,000 plus facebook friends and twitter followers so I'm pretty sure my negative experience could reach quite a few people! You say you have integrity? How is it moral uprightness to charge me for a whole month of service (regardless if the phone was turned on once) for a billing period that shouldn't have existed if your customer service reps did their job correctly? I suggest that you all take a good look at the way you are treating your current customers because we are the reason you get a paycheck! You should make your customers a priority especially if they've been with you for 10 + years regardless if they are disconnecting service or not! How about following through, taking ACCOUNTABILITY and having that supervisor representative call me back from my phone conversation last night like I am a priority (how every customer should be treated) and helping me get the money that I am owed, regardless if the phone had been turned on for a short period (your rep couldn't even tell me what numbers I supposedly called - exactly the phone has been off since December 20th if not before unless turned on to confirm disconnection)! Oh but let me guess did you all forget to put that in my account comments as well? Probably like there is no mention of the formal complaint I filed against some of your representatives that there was supposedly no ticket number for. I thought I was going to regret leaving Verizon for another provider but it turns out that I only wish I would have left sooner and actually gone to a authorized dealer/ Verizon Store to process my disconnection because your customer service line is a joke! -
Adobe Customer Service Complaint (CS4 Master Collection)
Hi, I'm new to the forum but I have been browsing it a lot recently in reference to an ongoing issue of mine. I've largely given up on my original problem right now as I've been in touch with Adobe Customer Support no fewer than five times - online and over the phone - to little avail or respite. Instead, I'm making this post just to get it out in the open how DISGUSTED I am with the quality of customer support offered by Adobe and add to the HOARD of complaints already up here.
Before anyone jumps in and tells me what I already know, I do realise that this is a community forum and it's not a place for voicing issues with the company. However, seeing as this forum is that which comes up on google most predominantly (complaints included), I figured it was the best shout at getting my issue heard by the world at large. This is especially seeing as I've already sent my complaint to the 'official' adobe support email address, but given my current faith in their ability to respond to customer issues and complaints, I'm not exactly expecting anything useful in response to my letter - as you might figure from what I have written below.
Anyway, as such, consider this post either a consolidation or an emphatic shoutout to anyone who also has major grievances with Adobe's pathetic and totally unsupportive support system.
Dear Sandesh,
I am writing to make a formal complaint about the way in which several members of your staff have handled a case of mine recently. For your reference, the case numbers opened by your staff members are #0212480723, #0212621543 and #0212612935. Also, find attached at the bottom of this letter two separate online conversations that I had with your staff members within 24 hours. I am frustrated to even have to quote you three separate case files seeing as each of them relate to only one case, yet for some reason, your staff members opted to open new cases each time I was in contact with them rather than add to or resolve the cases already opened on my behalf. This is a ridiculous way to run a support company that is not at all focused on the customer at all.
Furthermore, I say staff “members” simply because on the 5 separate instances that I was in contact with Adobe Customer Support, I spoke to a new support administrator each time. Not only is this incredibly frustrating in itself, but the simple issue that none of your staff members seemed at all capable of referring to notes made by previous staff members, which meant that each and every time I had to chase my case up I was forced to go through the entire process of explaining the problem to every person I spoke to – either online or on the phone.
This meant that I had to waste time to accommodate your staff’s incompetence by continuously explaining my serial number problems. If only ONE of your staff members had proved capable of writing decent, comprehensive notes about my calls and only ONE of them had proved capable to read the notes made then I would have been to save HOURS of my own time and HOURS waiting to hear back from your team about my issue.
Not only this, but on three separate occasions I was promised a call back and/or email response to my problems within 24 hours of getting in touch with Adobe Customer Support. This was after two of your staff members told me that my case had been ‘escalated’ to a higher department as they did not have the means to deal with and investigate my problem correctly. Needless to say, none of these responses from the higher department actually occurred otherwise I would not have had to get in touch repeatedly. I am absolutely disgusted that multiple members of your staff made these assurances to me and for NOT A SINGLE ONE of them to follow through. On the second occasion where I was assured my case had been escalated to the higher department, I repeatedly asked the support administrator what the name of the higher department is and who my contact from the department would be and the administrator totally evaded my questions, simply telling me that I would hear back within 24 hours.
As I’m sure you can guess, I did NOT hear back in 24 hours. As such, I went onto Adobe Live Support again and spoke to Nakul. Rather than explaining why my case had not been handled in the way that was promised, Nakul simply dodged all of my questions and decided to treat my case as if it were brand new. As such, I had to go through the motions again of explaining my serial number problems, only for him to ignore them and – unlike the previous 4 people I had spoken to – decide that he DID, in fact, have the answer. Rather than actually help me, however, he opted to simply tell me that my product was unsupported because of where I bought my product from.
Having already uploaded my receipt of purchase and not received anything from Adobe by way of response, I feel that Nakul’s not-so-solution was beyond unacceptable. Firstly, because if Nakul is right, then WHY weren’t your other staff members capable of telling me this beforehand? Secondly, because if Nakul is wrong – as the previous members of staff would have led me believe – then it is totally inappropriate for him to have to completely dodged my original issue in favour of simplifying it by telling me he couldn’t do anything. In the end, it seems that Nakul has opted to ‘withdraw’ all of my cases DESPITE MY SPECIFIC, REPEATED REQUESTS THAT HE DID NOT DO SO as I was not at all satisfied in the way he had concluded my case. I AM INFURIATED AND INSULTED BY THIS.
The sheer inconsistency, incompetence and laziness displayed by all of your staff members in relation to my issue is COMPLETELY APPALLING. I have never been so stressed or insulted in attempting to get a problem resolved in my entire life. Because of your DISGUSTING way of treating your customers, I have LOST OVER A MONTH’S work time through having to compensate entirely for the way your team handles problems. EVEN NOW, MY PROBLEM IS NOT RESOLVED AND I HAVE HAD TO GIVE UP. Given that your team solely deals in customer support, I FAIL to see how they can be so APPALLING at their work and how they have not been reprimanded already – especially given the quite ASTOUNDING volume of complaints about Adobe Customer Support already published throughout the internet.
I have included my last conversation with Nakul for your reference to see my level of frustration in this conversation. I ask that you read it to see where I am coming from. Naturally, however, by this stage, however reasonable courteous I feel that this is, I completely do not expect you to offer me anything by way of apology or assurance, or even to offer me some kind of sound solution to my problem. However, you can guarantee that I will be adding this complaint letter to the Adobe community forums whatever your response – or not – just to emphasise that it is certainly time that SOMEONE in Adobe does SOMETHING about the way its horrific support service is run.
Charlotte
Conversation 1
Hi, we are currently helping other customers in line ahead of you. We'll be with you as soon as possible.
While you wait, you can try our community forums where experts are online 24/7.
You are now chatting with Biswaranjan. To ensure we stay connected throughout our interaction , please don't click on the 'x' in the chat window. Doing so will disconnect our chat session.
Charlotte : Hello
Biswaranjan: Hello! Welcome to Adobe Customer Service.
Biswaranjan: Hi Charlotte.
Charlotte : Hi, thanks
Biswaranjan: I am sorry for the delay.
Charlotte : That's fine. To save some time, please may I ask you to refer to the details currently held for case 212480723
Charlotte : As this support request is a continuation of this case
Biswaranjan: I will definitely help with this issue.
Biswaranjan: Please allow me 2-3 minutes while I check the case number for you.
Charlotte : No problem
Biswaranjan: Thank you.
Charlotte : Not a problem. In short, I am contacting you because in spite of my phoning Adobe Customer Support twice since the case was opened, I have yet to hear anything in response.
Charlotte : This is despite being told by the second individual that the priority of my case had been upgraded to a high level and that I would receive a phone call from the technical support team within 24-48 hours after they had done some investigation into my issue.
Charlotte : Obviously, this is very frustrating for me as it is impeding my work presently.
Charlotte : I am currently using Adobe CS4 Master Collection on a trial basis and the trial will shortly run out, which will obviously bring my work to a halt.
Charlotte : As such, I am very keen to get an answer to my issue and incredibly disappointed by Adobe Customer Support so far, as I feel like I am being misled or ignored.
Biswaranjan: I apologize for the inconvenience caused.
Charlotte : Thank you. Obviously I understand that this is not your fault personally, but it is appreciated nonetheless.
Charlotte : More importantly, of course, I just need this issue resolved ASAP
Biswaranjan: I'll be right with you.
Biswaranjan: Thank you for waiting. One moment please.
Charlotte : That's fine.
Biswaranjan: Sorry for the wait. Please do stay online.
Biswaranjan: Thank you for staying online.
Biswaranjan: I checked and see that the serial number you have provided is invalid. Since you have purchased the product from eBay.com, in this case I will suggest you to please contact the reseller to get the valid serial number.
Charlotte : I have done this already. I have already spoken with the seller at considerable length, and he has provided me with the original receipt of purchase and confirmed that he has no other serial number available.
Charlotte : Again, I have already told other members of Adobe's Customer Support this. The first support administrator assured me that by providing the original receipt of purchase (which I have already done), I would be sent a new, valid serial number by Adobe.
Charlotte : After hearing nothing from them again, the second support administrator told me that he would chase the case up to higher technicians/'investigators' who would get back to me in 24-48 hours. This was last week and I have yet to hear anything.
Biswaranjan: I'll be right with you.
Biswaranjan: Thank you for waiting. One moment please.
Biswaranjan: Sorry for the wait. Please do stay online.
Charlotte : That's not a problem. I will stay online.
Biswaranjan: Thank you for staying online.
Biswaranjan: In this case I need to escalate the issue to the higher department so that they can assist you with the issue. Is that okay with you?
Charlotte : It is okay with me, yes. However, I have already been promised this by another Customer Support advisor and I have yet to hear anything. As such, I'm sure you will understand that I am sceptical that this will resolve anything/
Charlotte : As such, I would appreciate some contact details for this department/higher advisor in the event that I need to get in touch with them
Biswaranjan: I will assure that you will get the resolution with 24 hours.
Charlotte : Okay. Regardless, please could you tell me the name of this higher department and or the advisor that I will be dealing with? Also, will I hear from them via phone or email?
Biswaranjan: Once I escalate the issue you will get the resolution via an email within 24 hours.
Charlotte : Very well. Please could you confirm this for me by updating my case file on the Adobe Support Centre accordingly with all of these details
Charlotte : Including your own details, that is
Charlotte : Just for reference for who I have spoken to about this
Biswaranjan: You will get a case number for this conversation.
Charlotte : Will this include all the information I have asked for?
Biswaranjan: You will also get the whole chat conversation.
Charlotte : Thank you very much. This is very much appreciated.
Biswaranjan: You are welcome.
Biswaranjan: Is there anything else I can help you with?
Charlotte : In which case, if in the event that I have not heard anything by 10:
Charlotte : 30am GMT tomorrow, I will phone Adobe Customer support directly
Charlotte : And quote this case number and conversation
Charlotte : No, that will be all for today, thank you very much for your help
Charlotte : I look forward to hearing a response from your higher department
Biswaranjan: It was pleasure assisting you.
Biswaranjan: You may receive an email that will contain a link to complete an optional survey to provide your feedback on the support experience. Your feedback is very much appreciated.
Biswaranjan: Thank you for contacting Adobe. We are available 7 days a week, 24 hours a day. Goodbye!
Charlotte : Thank you. Good bye
This chat session has ended.
Thank you for contacting Adobe.
Conversation 2
info: Hi, we are currently helping other customers in line ahead of you. We'll be with you as soon as possible.
While you wait, you can try our community forums where experts are online 24/7.
info: You are now chatting with Nakul. To ensure we stay connected throughout our interaction , please don't click on the 'x' in the chat window. Doing so will disconnect our chat session.
Nakul: Hello! Welcome to Adobe Customer Service.
Charlotte : Hello Nakul
Nakul: Hello Charlotte
Charlotte : Please may I ask you to refer to the cases numbered stated
Nakul: Let me check on that case.
Charlotte : CaseS. Plural.
Nakul: Thank you for waiting. One moment please.
Nakul: I'll be right with you.
Charlotte : Right, well. Whilst you're investigating, I will tell you my situation.
Charlotte : I am incredibly disappointed and infuriated with Adobe Customer Service at the moment. One TWO SEPARATE OCCASSIONS I have been told that my case has been escalated to a mythical 'higher department' and that I will receive a response to my serial number issues within 24 hours
Charlotte : As you will see, my first case was opened at the end of February and it is still marked as 'Pending Adobe Response' and as of yet I have yet to hear anything of substance
Charlotte : I will state clearly right now that I DO NOT WANT YOU TO CLOSE EITHER CASE
Nakul: I understand.
Nakul: May I know where did you purchased the product?
Charlotte : And instead, I would like to know the exact NAME of this higher department and a contact number
Charlotte : You would be able to find out by checking the receipt attached to my case
Charlotte : The point is that I already know you will not be able to help me with this issue - hence why my cases have been escalated by the higher department - and so I wish to be put in touch with the higher department immediately
Charlotte : I am FED UP of running around in circles at this level and answering the same questions REPEATEDLY
Charlotte : I apologise to hit out at you personally like this, but I just want to get in touch with someone who can actually and actively HELP ME instead of making empty promises
Nakul: Sorry for the wait. Please do stay online.
Nakul: I checked and see that you have purchased the product from eBay and reseller who has sold this has purchased the serial number from TOPPER GLOBAL LIQUIDATORS INTERNATIONAL.
Charlotte : You are correct
Nakul: In this case you need to contact Ebay. As this was not direct purchase from authorized reseller.
Charlotte : This is not what I have been told before
Charlotte : This includes what I have been told by other Adobe customer support agents on Live Chat and over the phone
Nakul: No I am sorry, there was little confusion about point of purchase. As you have purchased from Ebay to need to contact Ebay if not the reseller from whom you have purchased.
Nakul: Iam sorry there are no other options.
Charlotte : And is the result of the investigation by the 'higher department'
Charlotte : Because if so, I want to know exactly WHY I have not received this already in writing from a named agent from Adobe
Charlotte : As this is what I was promised
Nakul: Yes, that is correct.
Charlotte : Forgive me if I do not trust the conclusions made by an agent at this level, after I have already been fobbed off and mislead by so many others
Charlotte : Please tell me WHY I have not received this in writing then before having to contact you again now
Charlotte : And may I just take the opportunity to point out that Adobe's customer service is without question THE WORST customer service I have ever had the mispleasure of having to endure
Nakul: I am really sorry, I truly understand your concern. You can send us the email to [email protected].
Charlotte : I will certainly do that
Charlotte : In the meantime, I request that you DO NOT CLOSE OR DELETE EITHER OF MY CASES
Charlotte : As I am firmly dissatisfied and mistrusting to the conclusion that you would have me believe
Nakul: Okay I will not close the case. You can mention the case number in the email also.
Charlotte : I have all of my previous conversations with adobe customer service agents in the past in writing, and the information you have given me directly contradicts what I have previously been told about investigations and responses
Charlotte : Furthermore I would like to point out that the serial number I have used to activate my product has come from an adobe sealed product
Charlotte : It has not been used before
Charlotte : And neither has it been fabricated
Charlotte : The box has an adobe barcode and seal and so I see no reason why Adobe cannot fulfill the promise already made to me that it would provide me with a valid serail number or a valid reason why this cannot be done
Charlotte Cartner: But regardless, I do not wish to discuss this with someone at this level
Nakul: I am sorry, as because the purchase was from Ebay we are not able to help in this issue.
Nakul: We do not support for the Ebay purchase products.
Charlotte : It's not an ebay product. It's an AUTHENTIC ADOBE PRODUCT
Charlotte : Adobe generated the serial number, so why on earth can the company not CORRECT IT
Charlotte : The serial number was ACCEPTED upon my initial activation of the product!
Charlotte : It was only AFTERWARDS that it was suddenly and magically decided that the serial number wasn't valid!
Nakul: I'll be right with you.
Nakul: I am sorry, In this chat itself you have mentioned that you have purchased from Ebay and hence you need to check with the point of purchase itself, there are no other options.
Charlotte : I have checked the point of purchase
Charlotte : But the bloody point is that the serial number was ACCEPTED, and then the activation server came back to me TWO DAYS LATER and said that 'LICENSING FOR THIS PRODUCT HAS EXPIRED'
Charlotte : Accordingly, this problem has LITERALLY NOTHING TO DO WITH THE POINT OF PURCHASE
Charlotte : It has to do with ADOBE
Charlotte : Do not try and rub me off onto some phony excuses to legitimise your support teams pure, ridiculous incompetence
Nakul: I am really sorry. I checked all the possibilities, there are no other options.
Charlotte : Somehow, I fail to believe this as again it DIRECTLY CONTRADICTS INFORMATION GIVEN TO ME BY OTHER CUSTOMER SUPPORT AGENTS
Charlotte : So which one should I believe? You or the first guy I spoke to, the second guy I spoke to, or the third?
Charlotte : Forgive me if I am dubious as to the validity of any claim you are making
Charlotte : You've taken the easiest conclusion to resolve this problem to your convenience
Charlotte : And by way of fact, you're totally ignoring what I'm telling you
Nakul: I am sorry for the wrong information provided by earlier agents. We do not support for the eBay orders as it is not an authorized reseller to Adobe.
Charlotte : Well, in which case, I insist on complaining about the other agents
Charlotte : I believe their names and or agent ID numbers should be marked in my case files
Nakul: Sure, you can send a complaint to [email protected].
Charlotte : I see no reason why my problem should have to be dragged out by FALSE INFORMATION provided by other agents
Charlotte : And NO. I want YOU to put me in touch with your departmental supervisor or manager
Nakul: I truly understand.
Charlotte : I will NOT ACCEPT a generic email address that bears no promise of a response or certified apology for all this aggrevating inconveneince
Charlotte : I want a NAME, a JOB TITLE, a PERSONAL EMAIL ADDRESS and a UK phone number for whom I can address this complaint specifically to
Charlotte : As this is totally unacceptable. #
Nakul: We have one more email that directly goes to the manager, that is [email protected].
Charlotte : And what is the managers name?
Nakul: Sandesh, you can mention his name in the subject.
Charlotte : I'll mention it in the address line, thank you
Charlotte : And what is their phone number
Charlotte : And please may I also have their last/surname?
Nakul: I am sorry, we do not have the option to provide the contact number of Managers.
Charlotte : Then at least give me a surname
Nakul: His first and last name is Sandesh Acharya.
Charlotte : Thank you. Please inform him that he will be hearing from me very soon.
Nakul: Sure, I have already informed about this. You can send the email right away.
Charlotte : Thank you
Charlotte : That will be all
Charlotte : No, there is nothing else you can help me with today
Nakul: You are welcome Charlotte.
Charlotte : Thank you and good bye. Have a good day.
Nakul: Take Care Charlotte.
Nakul: I am really really sorry for this inconvenience.
Nakul: Thank you for contacting Adobe. We are available 7 days a week, 24 hours a day. Goodbye!
Charlotte : Good byeWhat ended up happening with this? I am simultaneously glad to know that someone else has gone through what I am in the midst of, and apprehensive to know the outcome as I feel like they will throw you around enough to the point that you either give up or they can cover their trail and delete the evidence of their wrongdoing and deceit! Ha, sounding like a conspiracy theorist. THANKS ADOBE, LOOK WHAT YOU'VE TURNED ME INTO!
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Complaints Lack of Customer Service and No respons...
Hi there
I have had very similar experiences. Misold BT Business Line with Braodband speeds. Engineer called and connected to an old second line at the property which would only give me 2 MB.
Complained - Nothing Happened
BT engineer said that my home line was " pants" as Chesterfield Broadband non existentr suggested I move my Braodband to Sky as they have better speeds and dont drop the connection!!!! I moved my home line to SJKY and guess what he was right!!!!!
Complained again about my Business Line - losing customers - no response
Complained via Twitter - no response only more promises of help.
BT deceided to increase my bill for no reason no letter no notoification April 2013 queried bills back to October 2012 - queriied this with Billing Accounts - they said sorry charges put on account in errror. Told Billing they were now in default of contract they cancelled the line said I would receive a refund of the incorrect charges.
Credit bill received which I assumed was the final bill so cancelled my Direct Debit and then ongoing bills still arriving
Calls amde to to BT Billing usually answered by Asia or Thailand had no idea of what i was saying most of the time number of calls in excess of 20 All calls State that account was closed in April and that bills incorrect.
Called again recently and spoke to Billing they promised to help but said that there were no notes of calls and contacts on system. E mail received from Karen Bernadino as I insisted that she acknowledge my call -E mail promising to help. no futher mail or phone call despite further e mail chase up requests.
Today - BT Chat - waited 20 minutes today no luck - called BT poptions team suggested I complain at www.bt.com/business complaints - doesnt exist.
At wits end now will write to Chairmain and Onbudsman - BT have a non existent Customer Service that costs us millions?
Looks as though whatever you do the only way you can get a complaint sorted through BT is to go on this forum to shame them in full view of the general public.
Please can someone help I am not paying Bt any further money as they jhave been in default of my contract since the Account was opened and further since October 2012 when they decided to increase the charges on my account for no reason. No other organisation would get away with this invisibility and total lack of accountability.I'm in the same boat have an outstanding complaint with BT , reported it 7 days ago. Still nothing from BT.
Even if you do get a reply fromt he customer service team, you can ask agin and you will get something different they have no idea whats happening in the company.
It has to be said I now reckon BT are the worst company for customer service, they make Santander look brilliant. Never have I encountered such poor customer service from a company that I have from BT. Just look at the forums they are full of people complaining about the service they dont get.
Good luck in writing to the chairman, I did that too after a couple of days and got an automated reply back, still nothing official from BT.
They are totally rubbish.
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