Poor customer 'care?'

Tried for over five hours and several phone calls. What am I begging for? A replacement ac adaptor! Simple right? I have a THREE YEAR WARRANTY and only 18 months into it, this should be a breeze, right? It should have been but do you know how many hoops they want you to jump through before they'll replace their faulty, shabby goods? In the end I have up. I'll buy a new PC but I would never ever buy anything from HP again. Please tweet everyone you know, email them and tell them how shoddy their so called 'care team ' are and go someplace else and buy a decent computer from a GOOD company. This one sucks in my opinion.

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Similar Messages

  • Very Poor Customer Care Europe

    I switched from a an iPhone back in August and I found the WP OS easier and far more functional than iOS. There are fewer apps and sometime features missing on apps that exist both in IOS and WP but nothing I could not live without.
    Overall it was good experience with the occasional overheating and short battery life some times. All these up until the screen turned purple in the lower right corner and I had to encounter the NOKIA/Microsoft Customer Service. After three trips of the device to the repair center and 2 months of back and forth exhanges I had to switch back to my old iPhone to have a functional device again.
    I am sorry to say that a great device and OS have such a terrible customer service especially when they cater service to a flagship product such as the Lumia 930. Microsoft customer care has to understand that these devices are day to day helpers and people that pay their money to get them need to have them functional everyday. One week, without it, is to long but two months just tells the customer to find another company to give their money. I has been a terrible experience to for me, and the lack of escalation options makes me wonder if any one cares at Microsoft/Nokia division.  
    It will probably take me a few years before I try again a Microsoft phone and that is a shame, because I liked the OS and the device as a whole.

    Di you get any help from nokia on this?
    They are not gonna give it a *bleep*..... I have been through their service....
    Better switch to a cheap Xiomi and if a problem arises just throw it.. off why do u want to spend time here
    RIP Lumia
    Moderator's note: Post was edited because it may offend some members of our community. 

  • Poor customer care regarding broadband infinity

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At the end of the call he told me the fault was on the line!!!!! To which I replied I told you that an hour ago because the BT installation engineer had already determined it required a BT engineer to fix it. The tech guy then told me the earliest engineer would get to the fault was 1 of April, 3 days away. Which I find absolutely mind boggling as to why it would take that long from the fault being reported on the 27th until the 1st for an engineer to even look at it 5 days later.... Unfortunately there was no movement on that date! Then on Sunday the 30th I get an unexpected call from BT tech support asking me to again check router settings,reset router switch it on & off to be told at the end of the conversation, the line is fine it's now a faulty router!?!?! & they are going to send me a new router. So I tell the tech that's a polar opposite to what the broadband engineer has said & I'll wait for the engineer to look first. After arguing that every single person I spoke to, until him had said it's the line or box! I did not want fobbed off with waiting for a new router & having the same problems again I asked to be put through to cancellations which he could not do but gave me the number to call. I called cancellations who told me that I would be due to pay them for the service if I cancelled & only tech could waive the cancellations fee. Unbelievable!!!!!!!. I then got assurances from the cancellations dept that the person I spoke to next would definitely be able to help me. I was transferred only to be told I have been put through to the phone tech dept & she couldn't help me & then got cut off!!!!! She called back & transferred me to broadband tech where I got the well rehearsed line of can you plug your PC into the router. I refused as I had now spent probably the best part of 9 hours of my life on the phone to try & resolve BT's problems of connecting me to the internet. 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    That is pretty much exactly the same problem as me, though my engineer came out on the 26th and an engineer has apparently been booked to have a look at the cabinet and the exchange on the 2nd of april wether that happens or not only God knows. BT have just left me feeling like theres nothing I can do and if im stuck in a contract with no internet for the next 8 months theyd still be nothing I could do about it. The problem is there is no customer to advisor understanding. They all read from the same book but come out with different excuses each time. And ive found out they tend to lie to you just to het you off the phone because they no full well youll never be able to track them down through complaints. Let me no if it gets sorted mate.

  • Poor Customer care and product

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    Hi there,
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  • Why is the customer care so poor at Adobe

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  • Poor Customer Service Lenovo Customer Care

    Hi,
    Honestly, I do not know that I would even get a response to this or not, cuz that has been my experience with Lenovo, Please look at the following for better understanding of my mindset:
    ---------- Forwarded message ---------- From: Malwinder Singh <[email protected]> Date: Sun, Nov 23, 2014 at 10:32 PM Subject: Re: Quality of Service provided by HCL for LenCare ID: *ED1411013* To: Pavan <[email protected]>, [email protected]
    Hi All,
    I would like to bring this to your attention that it has been another 10 days now since I have received any response from your team. It seems as no one is interested in taking care of this issue. This is really insulting and this is humiliating that I have been following up with Lenovo from this long time and I am not getting any response from you guys.
    If you are not interested in helping me, then please let me know, so that I should go to some local vendor to get this fixed. This is becoming the ridicules experience with Lenovo. I was thinking that it is only HCL which was proving such service, that was ruining Lenovo's name, however Lenovo herself does not care about it's customers.
    I will never buy anything of Lenovo ever again.
    Malwinder
    On Fri, Nov 14, 2014 at 4:54 PM, Malwinder Singh <[email protected]> wrote:
    Hi Pavan,
    This was the exact response which I got from you 7 days ago and nothing happened.
    The kind of response I am getting from Lenovo on this is proving that Lenovo is not interested at all in resolving the issue or to help me.
    No one is even bothered to send an email or to call me to resolve this issue. You guys can easily call me and help me download the ROM for Lenovo S820 Row and guide me to install the OS on my phone, but you are not doing that at all.
    It's been almost 10 days since my phone is off and my work is hampering due to this, but no one is bothered to take lead and fix this issue.
    I am really disappointed from Lenovo because of the customer service I have received and would avoid buying any Lenovo Products in future. I would rather like to go with a company who provides good service to there customers when they need it, instead of just ignoring their problems and issues.
    Regards,
    Malwinder
    On Fri, Nov 14, 2014 at 4:30 PM, Pavan <[email protected]> wrote:
    Hi Malwinder,
    Please be rest assured we are looping our MIDH Team.
    Hi Rakesh,
    Please assist in expediting the closure of this case at the earliest please share the further updates.
    Thanks& Regards,
    Special Services Team
    Email ID - [email protected]
    From: Malwinder Singh [mailto:[email protected]] Sent: 14 November 2014 02:37 To: Pavan
    Subject: Re: Quality of Service provided by HCL for LenCare ID: *ED1411013*
    Hi Team,
    The last response I received from you guys was almost 7 days ago.
    Please reply to this email and let me know if you are unwilling to help. I am not able to use my phone or get it checked anywhere outside, because you informed me that you are working on this. However, I neither received any call or email from your end from last 7 days.
    Please reply to this email and let me know how should I proceed.
    Regards,
    Malwinder
    On Fri, Nov 7, 2014 at 4:24 PM, Pavan <[email protected]>wrote:
    Hi Malwinder,
    Please be rest assured we are looping our MIDH Team.
    Hi Rakesh,
    Please assist in expediting the closure of this case.
    Thanks & Regards,
    Special Services Team
    Email ID - [email protected]
    From: Malwinder Singh [mailto:[email protected]] Sent: 06 November 2014 00:39 To: Pavan Cc: Mir Zahed Ulla; Special Services.; [email protected] Subject: Re: Quality of Service provided by HCL for LenCare ID: *ED1411013*
    Hi Team,
    This is in reference to the trailing email.
    I haven't heard from anyone regarding the below request yet. Is anyone following up on this or when can I expect a call from someone regarding this?
    Regards,
    Malwinder
    On Tue, Nov 4, 2014 at 1:51 PM, Malwinder Singh <[email protected]>wrote:
    Hi Pavan,
    Please find the details you requested:
    Request you to please share the IMEI1 #: 860365028694434
    Request you to please share the IMEI2 #: 860365028694442
    Request you to please share the Contact #: +919899944996
    Regards,
    Malwinder
    On Tue, Nov 4, 2014 at 5:23 AM, Pavan <[email protected]>wrote:
    Dear Mr. Malwinder,
    We deeply regret to learn the amount of inconvenience you had to undergo on behalf of Lenovo.
    Firstly, allow us to apologize on behalf of Lenovo,  What we understand from your issue stated is that you are dissatisfied with the issue reported and also regarding the hardware issues that you’re facing with the machine, however we would like to inform you that we are positively interested in resolving your concern.
    Request you to please share the IMEI #: __________________________________________
    Request you to please share the Contact #: __________________________________________
    Thanks & Regards,
    Special Services Team
    Email ID - [email protected]
    From: Services_ED [mailto:[email protected]] Sent: 03 November 2014 18:05 To: Malwinder Singh; [email protected] Subject: RE: Quality of Service provided by HCL for Lenovo
    Dear Customer,
    Firstly, I would like to thank you for considering Lenovo and reaching out to me.
    Hi Team,
    Please look into this case ASAP.
    Thanks & Regards,
    Services-Executive Director
    Email ID - [email protected]
    From: Malwinder Singh [mailto:[email protected]] Sent: 03 November 2014 17:13 To: Services_ED Subject: Quality of Service provided by HCL for Lenovo
    Dear Mr. Ghosh,
    I used to be the loyal Fan of Lenovo products till today. I have two Lenovo Laptops and 3 Lenovo phones within my family, as I used to love Lenovo products.
    But today all my views about Lenovo changed because of one HCL guy Paramjeet (55004428). This guy gave me such a worst experience of my life when it came to customer service of Lenovo, that I am no longer a fan of Lenovo products.
    The issue was simple, my android OS got corrupted and my phone's warranty will be going to expire on December 22, 2014. So I went to your customer service hoping to get the OS reinstall and start working with my phone. But this guy simply said NO to me as there was a slight crack on my screen. He said my warranty is now void as there is a crack in my screen and I will not get any support on this until or unless I do not spend 8000 Rs to change the screen first. When I asked him to give me this thing in written, he denied saying that I am not going to give you anything in written. The guy was extremely rude. I did not ask him to change the screen under warranty, All I asked was to restore my OS. Further, my phone charger (not working) which has got nothing to do with a crack on the screen of phone. He said that the warranty is expired for it as well.
    I thought that Lenovo was a respected company who actually cares for it's customer, but I know that Lenovo is just another company who simply treat it's customers nice only till the product is not sold. Once the product is sold nobody gives a **bleep** about the customers.
    Today I realized that there is no difference between the customer service of phone company like Micromax and a big and trusted brand like Lenovo.
    I really do not know what action you will take on this, but if this is the level of customer service provided by Lenovo, then that day is not far when your customer will start moving to another competitor.
    Regards,
    Malwinder Singh 
    And this time, its been more then 8 days since my last email and more than 15 days since Ireceived any call or email from Lenovo Customer care and no one is even bothered to reply.
    Regards,
    Malwinder

    Hi,
    Honestly, I do not know that I would even get a response to this or not, cuz that has been my experience with Lenovo, Please look at the following for better understanding of my mindset:
    ---------- Forwarded message ---------- From: Malwinder Singh <[email protected]> Date: Sun, Nov 23, 2014 at 10:32 PM Subject: Re: Quality of Service provided by HCL for LenCare ID: *ED1411013* To: Pavan <[email protected]>, [email protected]
    Hi All,
    I would like to bring this to your attention that it has been another 10 days now since I have received any response from your team. It seems as no one is interested in taking care of this issue. This is really insulting and this is humiliating that I have been following up with Lenovo from this long time and I am not getting any response from you guys.
    If you are not interested in helping me, then please let me know, so that I should go to some local vendor to get this fixed. This is becoming the ridicules experience with Lenovo. I was thinking that it is only HCL which was proving such service, that was ruining Lenovo's name, however Lenovo herself does not care about it's customers.
    I will never buy anything of Lenovo ever again.
    Malwinder
    On Fri, Nov 14, 2014 at 4:54 PM, Malwinder Singh <[email protected]> wrote:
    Hi Pavan,
    This was the exact response which I got from you 7 days ago and nothing happened.
    The kind of response I am getting from Lenovo on this is proving that Lenovo is not interested at all in resolving the issue or to help me.
    No one is even bothered to send an email or to call me to resolve this issue. You guys can easily call me and help me download the ROM for Lenovo S820 Row and guide me to install the OS on my phone, but you are not doing that at all.
    It's been almost 10 days since my phone is off and my work is hampering due to this, but no one is bothered to take lead and fix this issue.
    I am really disappointed from Lenovo because of the customer service I have received and would avoid buying any Lenovo Products in future. I would rather like to go with a company who provides good service to there customers when they need it, instead of just ignoring their problems and issues.
    Regards,
    Malwinder
    On Fri, Nov 14, 2014 at 4:30 PM, Pavan <[email protected]> wrote:
    Hi Malwinder,
    Please be rest assured we are looping our MIDH Team.
    Hi Rakesh,
    Please assist in expediting the closure of this case at the earliest please share the further updates.
    Thanks& Regards,
    Special Services Team
    Email ID - [email protected]
    From: Malwinder Singh [mailto:[email protected]] Sent: 14 November 2014 02:37 To: Pavan
    Subject: Re: Quality of Service provided by HCL for LenCare ID: *ED1411013*
    Hi Team,
    The last response I received from you guys was almost 7 days ago.
    Please reply to this email and let me know if you are unwilling to help. I am not able to use my phone or get it checked anywhere outside, because you informed me that you are working on this. However, I neither received any call or email from your end from last 7 days.
    Please reply to this email and let me know how should I proceed.
    Regards,
    Malwinder
    On Fri, Nov 7, 2014 at 4:24 PM, Pavan <[email protected]>wrote:
    Hi Malwinder,
    Please be rest assured we are looping our MIDH Team.
    Hi Rakesh,
    Please assist in expediting the closure of this case.
    Thanks & Regards,
    Special Services Team
    Email ID - [email protected]
    From: Malwinder Singh [mailto:[email protected]] Sent: 06 November 2014 00:39 To: Pavan Cc: Mir Zahed Ulla; Special Services.; [email protected] Subject: Re: Quality of Service provided by HCL for LenCare ID: *ED1411013*
    Hi Team,
    This is in reference to the trailing email.
    I haven't heard from anyone regarding the below request yet. Is anyone following up on this or when can I expect a call from someone regarding this?
    Regards,
    Malwinder
    On Tue, Nov 4, 2014 at 1:51 PM, Malwinder Singh <[email protected]>wrote:
    Hi Pavan,
    Please find the details you requested:
    Request you to please share the IMEI1 #: 860365028694434
    Request you to please share the IMEI2 #: 860365028694442
    Request you to please share the Contact #: +919899944996
    Regards,
    Malwinder
    On Tue, Nov 4, 2014 at 5:23 AM, Pavan <[email protected]>wrote:
    Dear Mr. Malwinder,
    We deeply regret to learn the amount of inconvenience you had to undergo on behalf of Lenovo.
    Firstly, allow us to apologize on behalf of Lenovo,  What we understand from your issue stated is that you are dissatisfied with the issue reported and also regarding the hardware issues that you’re facing with the machine, however we would like to inform you that we are positively interested in resolving your concern.
    Request you to please share the IMEI #: __________________________________________
    Request you to please share the Contact #: __________________________________________
    Thanks & Regards,
    Special Services Team
    Email ID - [email protected]
    From: Services_ED [mailto:[email protected]] Sent: 03 November 2014 18:05 To: Malwinder Singh; [email protected] Subject: RE: Quality of Service provided by HCL for Lenovo
    Dear Customer,
    Firstly, I would like to thank you for considering Lenovo and reaching out to me.
    Hi Team,
    Please look into this case ASAP.
    Thanks & Regards,
    Services-Executive Director
    Email ID - [email protected]
    From: Malwinder Singh [mailto:[email protected]] Sent: 03 November 2014 17:13 To: Services_ED Subject: Quality of Service provided by HCL for Lenovo
    Dear Mr. Ghosh,
    I used to be the loyal Fan of Lenovo products till today. I have two Lenovo Laptops and 3 Lenovo phones within my family, as I used to love Lenovo products.
    But today all my views about Lenovo changed because of one HCL guy Paramjeet (55004428). This guy gave me such a worst experience of my life when it came to customer service of Lenovo, that I am no longer a fan of Lenovo products.
    The issue was simple, my android OS got corrupted and my phone's warranty will be going to expire on December 22, 2014. So I went to your customer service hoping to get the OS reinstall and start working with my phone. But this guy simply said NO to me as there was a slight crack on my screen. He said my warranty is now void as there is a crack in my screen and I will not get any support on this until or unless I do not spend 8000 Rs to change the screen first. When I asked him to give me this thing in written, he denied saying that I am not going to give you anything in written. The guy was extremely rude. I did not ask him to change the screen under warranty, All I asked was to restore my OS. Further, my phone charger (not working) which has got nothing to do with a crack on the screen of phone. He said that the warranty is expired for it as well.
    I thought that Lenovo was a respected company who actually cares for it's customer, but I know that Lenovo is just another company who simply treat it's customers nice only till the product is not sold. Once the product is sold nobody gives a **bleep** about the customers.
    Today I realized that there is no difference between the customer service of phone company like Micromax and a big and trusted brand like Lenovo.
    I really do not know what action you will take on this, but if this is the level of customer service provided by Lenovo, then that day is not far when your customer will start moving to another competitor.
    Regards,
    Malwinder Singh 
    And this time, its been more then 8 days since my last email and more than 15 days since Ireceived any call or email from Lenovo Customer care and no one is even bothered to reply.
    Regards,
    Malwinder

  • POor Poor pathetic customer care

    Hi Sony website states : Sony offices located in your area should be your primary point of contact and will provide you with the best and quickest service. THIS IS ABSOLUTELY FALSE. The Local office keeps sending the same response without understanding the question. My question is, as spelt out to the Local Customer Care: Please read and answer the query below: I would like to pre-order the Sony Xperia Z1 Compact announced at CES yesterday. http://blogs.sonymobile.com/press_release/xperia-z-1-compact-best-camera-in-compact-waterproof-smart... Hi I would like to pre-order the Sony Xperia Z1 Compact announced at CES yesterday. http://blogs.sonymobile.com/press_release/xperia-z-1-compact-best-camera-in-compact-waterproof-smart... Please help me to do so... I have waited since November for this product... Please assist me... And in all cases they respond with: Thank you for contacting us, and if you have any other queries please contact us again we'd be more than happy to assist you anytime. For the latest news, information and product support please visit www.sonymobile.com. If you require any further assistance then please do not hesitate to respond to this email. Thank you for contacting the Sony Xperia support centre. In regards to your question about the Xperia Z1, kindly find the below: We would like to thank you for your loyalty to Sony. Find below the nearest dealers to your current location, they will provide you the necessary information. For Sony Mobile Dealers in Saudi Arabia kindly check below the following numbers: Modern Electronics Co. Ltd. (Sony) Takhassusi Street - North Near Ford Cars Showroom Riyadh Tel.: 920007669 Fax: 2812399 E-mail: Modern Electronics Co. Ltd. (Sony) Al Thugaira Street Opposite Tuwyan gas station Qassim Tel.: 920007669 Fax: 3247881 Email: [email protected] Modern Electronics Co. Ltd. (Sony) King Fahd Street Near Najmat Madaen gas station Al Kharj Tel.: 920007669 Fax: 2231476 Email: [email protected] Thank you for contacting us, and if you have any other queries please contact us again we'd be more than happy to assist you anytime. For the latest news, information and product support please visit www.sonymobile.com. If you require any further assistance then please do not hesitate to respond to this email. In Jordan dial 0800 22023 In Bahrain dial 8000 47 94 In UAE dial +97143919880 In Egypt dial 16727 In Saudi Arabia dial 800-8200-727 Please be aware that should you not respond within 5 days of this email your query will be automatically closed. Any further communications will not reach our support and a new query will need to be raised.

    Hi and welcome to the community! Since you're new please be sure that you have checked out our Discussion guidelines.
    I'm not sure if your local support team are able to take pre orders on the just announced Xperia Z1 compact but I suggest that you give them a call or check with any local Sony store if the pre orders have started yet on your market.
    http://www.sonymobile.com/global-en/support/contact-us/contact-info/
     - Community Manager Sony Xperia Support Forum
    If you're new to our forums make sure that you have read our Discussion guidelines.
    If you want to get in touch with the local support team for your country please visit our contact page.

  • Any forum where poor technical support/customer care support can be reported?

    I have a 6 month old iMac 21.5 inch bought in Pune, India. It is stuck in the reboot loop and based on suggestion here, I called Apple Care and they had the Authorized Support Provider come home and take it away for repairs.
    It has been 15 working days now with no resolution in sight. First they started off by suspecting the logic board, so they ordered and replaced that. It didnt stick. Then it was the power supply, ordered, replaced, did not stick. Then something else, and now its the graphics card.
    The problem is that this Support Provider does not stock any parts and orders it from China and thus eats up days.
    Apple Customer Care (in Ireland) is of no use either. After promising me of an alternative plan (ie, a replacement iMac), they  are back again to making me wait for a few more days?
    Questions:
    Does any one know how long Apple waits before it decides that the computer is un-fixable?
    Is there any forum - contact number, mail address - where I can go and complain about this inordinate delay in repairs?
    When I threatened the Support Provider with taking them to the conusmer court, he has promised to let me know by Friday noon if he can repair it or not.
    Does any one have an experience with Apple replacing a computer?
    I am at my wits end, and am seeking for forums where my concerns can be addressed.
    Thanks,

    Hello Macpune,
    There is a major problem here, one that I, as a user, cannot do more than offer loose guidance.   As you will know, none of us could write on behalf of Apple but as I see it you ...
    Bought an Imac (I presume it was sold to you as new despite it's age) from an authorised Apple supplier.    N.B. were the seller to claim it was sold to you as second hand, what would you do?
    Bought Applecare protection. perfectly possible with a second hand machine.
    And because of this you should be able to obtain the maximum benefits of the Applecare protection.   Which means repair or possible replacement.
    At this point you must recognise that Apple may reasonably have doubts about the true background for from pre-June 2011 to today's date puts it outside of its primary warranty.  All the same, the serial number of the machine is traceable.   (Do not quote it in any forum posts)
    Did you, by the way, actually link up with red menace07 who was in similar difficulties?    If yours is part of a run of problems through the same re-seller Apple may see things differently ... but neither I or anyone here could anticipate what they may do.   It will be interesting to see what happens.
    In terms of help, I'm afraid this is the best I can do for you.   Good luck.

  • Is there anywhere to file a formal complaint about poor customer service in billing?

    I would prefer a physical address or email address but I can voice it out on Twitter if preferred. I have had Verizon for FIFTEEN years. Non stop. 15 loyal years. Plus we have Fios and have had that for 4 years. I give Verizon a considerable chunk of my money. That being said, when we switched our bank accounts a few months back I made a mistake and picked the wrong account for our payment on the online payment system for Verizon. In fact I did it 2x. Which caused the payment to decline because we don't use that bank. I was rushed and made a mistake. Due to this I now have to get out cash and go into a Verizon Store and pay. This is craziness. And yes I am aware I can also call and dole out my credit card number to you over the phone. While that seems like a safe thing to do...... I prefer not to. Also I travel internationally for work which makes the call and the going to a store even more difficult. So as any reasonable person I call Verizon Customer Service thinking there must be some fix to this after all I have been with them so long. Well the first person admitted to me it could be overridden and transferred me to his supervisor who just outright refused. So there is your answer, Verizon does not care about loyalty or the 15 years of current payments. I want this addressed further and want to file a complaint. I also will leave Verizon the first chance I get, cell and cable. Amazing that a business can thrive with such poor customer service. Other companies I patronize recognize loyalty and reward it. Not Verizon. Lesson learned. I will be sure to spread this word far and wide. This could have been a simple resolution costing nothing for Verizon.

    click here and scroll toward the bottom:
    Contact Us | Verizon Wireless
    You also could file a Notice of Dispute:
    http://www.verizonwireless.com/support/pdf/Notice_of_Dispute.pdf

  • Why is BT Customer Care So Bad at Dealing With Com...

    More appropriately, BT Customer Care ought to be called the BT Customer Barrier. Its primary function is to defend BT from the problems its customers may be having and its fundamental ethos is that the customer is always wrong.
    This is made abundantly clear at the point of initial contact, its internet pages, where the first thing to greet you is the statement that most faults occur within the customer’s own infrastructure. This bizarre assumption is carried right through the extensive faults procedure where each step is directed remorselessly toward persuading the customer to find and fix a fault that without further investigation is undoubtedly on their own premises and of their own making; BT does not admit that faults might occur outside of customer premises or make provision for those who are competent enough to have already carried out these basic checks and want to move on. Neither is there a clear onward step for BT to take ownership of a reported fault after the checking procedure has been completed – again there is an assumption that all faults are the responsibility of the customer. For a persistent customer it leaves the complaints procedure as the only option to progress.
    The complaints procedure is another mechanism dominated by the customer-is-always-wrong ethos. The first thing a customer service operator will do is to insist a customer go through the same step by step procedure covered by its internet pages, regardless of whether or not the customer has already done this. Presumably the operator is trained to believe that the customer is incompetent. There is a pre-scripted, condescending and belittling conversation that follows which often involves the customer service operator magically changing from a care representative into a sales representative, offering new packages and various pieces of equipment that he is almost sure will cure the fault. The last resort, if a customer manages to stand firm and turn down all these alluring offers, is for the operator to reassure the customer that everything will be all right if they just be patient and give it a couple of weeks. Then it’s goodbye.
    During the lifetime of a fault this procedure will repeat itself several times and each time the customer service operator will behave as if it were the first. BT appears to have no method of gathering useful retrievable information about a specific complaint or sharing it between operators. Eventually frustration and anger from a customer will lead to elevation where the customer is promised a call-back from a BT engineer. Call-backs from BT engineers are not lightly won.
    If you are lucky to be promised a call-back you will be given a time slot and an automatic telephoned reminder first thing in the morning while you are still in bed. A pre-recorded voice message from a hugely condescending and suspiciously sceptic female will make sure you are awake and ready for your call, which may not be for several hours. If you are very lucky your call-back will be made, but often they are delayed or forgotten or have not been booked at all. And, of course, it will be your fault.
    I know all this because I have been through it on more than one occasion. My latest battering against the BT Customer Barrier began four or five weeks ago after I had meticulously carried out my own checks. For some months I had noticed that BT broadband was either dropping out completely or reducing strength to download speeds that were unusable, sometimes as low as 0.01mbps, but mostly between 1 and 2. This always seemed to coincide with peak times when my BT contract assured me my signal would not fall below 5 or 6. My own checks consisted first of looking closely at my wifi which at the time admittedly was quite weak. I installed a wifi repeater which boosted the signal but did not resolve the problem so I changed my phone filters but this did not resolve the problem either. I tested the line using quiet mode but there was no noise on the line, I changed my router, I repositioned my router, I changed to Ethernet and used only the BT service socket cutting out all intermediate infrastructure in my home, and I tried all of the above whilst turning on and off various devices I thought might affect my broadband signal. Nothing solved the problem.
    At this point I fully believed I had covered every possible self-check known to man, but BT felt differently and tried to make me go through them all again. BT then told me it was my router, which I knew it wasn’t, and that I would have to buy a new one, which I already had, so I declined; then they told me that most probably there was work going on in the area that I did not know about, but neither did the operator because when I asked him about it he admitted he did not know if there was work going on in the area or not. I actually admire him for making that bit up; it showed a spark of spirit. Eventually he told me everything would be all right if I was patient and to wait a couple of weeks, and then he said goodbye.
    Everything was not all right and after two more weeks, two more emails and two more conversations that had to begin from scratch because BT had forgotten everything I’d said previously, I eventually won my call-back from a BT engineer and an agreed time slot. Only it didn’t happen. I waited for the call but it never came. A call did come, nearly an hour after the allotted time slot, but I was not there having already given up waiting for it. And that was my fault again.
    So, what is wrong with BT Customer Care? Well, just about everything to be honest. It is fundamentally flawed from top to bottom. It has a preconceived conviction that the customer is always wrong and does nothing to hide that conviction. From a customer perspective it is like trying to swim up a waterfall. They make you feel so small. BT Customer Care needs dismantling and rebuilding from scratch, it is an appalling, abhorrent and arrogant organisation that ought to be banned from having the name British in its title; I am pro-European and British, and I am ashamed that BT Customer Care can use the same designation, which is less confrontational than it sounds given that it is mostly located in India. It has become the benchmark by which all poor customer service in Britain is measured by, a level of incompetence to avoid. It’s no coincidence that other internet service providers make a major selling point of not having the same customer service setup as BT.
    Eventually my call-back came after weeks of trying and BT agreed to monitor my broadband speed to see themselves what was happening – an appropriate course of action I suggested at the outset. No apology because, naturally, I had been wrong to suggest it and it had only become the correct thing to do when they thought of it. They agreed to monitor my broadband speed and to call me back after three days. After only one day I received an email saying that I should monitor my own speed and send them the results. I pointed out that I had already done so, several weeks earlier. I sent them new results. In all the speed test results sent to BT a clear pattern of drop-out and poor signal strength at regular times during the day were obvious. BT then took to calling me back at times when they knew my signal would not be dropping and asking me to run a speed test, thereby proving I was wrong about having a fault on my line.
    Fault or no fault, BT Broadband remains unusable for around two hours per day. When this current contract ends I shall be looking for a new provider.
    Solved!
    Go to Solution.

    welcome to the BT community forum where customers help customers and only BT employees are the forum mods
    By posting on the forum I assume you would like assistance and not just a rant to blow off some anger
    you appear to have tried what normally would be suggested but in order for the forum members and/or mods to help please can you post the adsl stats from your router you may need to 'show detail' to get all stats (if hub enter 192.168.1.254 in your browser and navigate to adsl or if HH4/5 then go to troubleshooting then logs and you are looking for 2 line together when hub last connected to internet and they will show your connection speed and noise margin or if netgear enter 192.168.0.1). Then run  btspeedtester  (MAC users may have problems). when first test completes then run diagnostic test and post the results ( do not reset the router).
    are you connected directly via a filter to the NTE5 master or test socket or to somewhere else? Is the master the only phone socket in your home?
    Someone may then be able to offer help/assistance/suggestions to your problem
    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’.

  • Customer care moving to outright ignoring people

    Hi everyone, 
    I just wanted to highlight the tip of the iceberg, the straw that broke the camels back. After 2 weeks with BT and the abysymal cusotmer service experience, I think we will be moving elsewhere. 
    As its the middle of my work day, I was busy on a conference call to talk to BT. So to try to be more efficient, I used the BT chat system to do two things at once. All I wanted to do was upgrade my package. Instead the BT agent decided it would be good to call my home number and try to persuade our live in carer (no less than three times) that even though I said I was on a call already, he should speak to me.
    Chat start Question "Hi I would like to change form the 7.50 TV essential package to the £10 TV pacakage. But id like to know will I keep the 2.50/month TVdiscount if i do?"
    Chat log; **Edited**
    This is another long line in BTs customer care screwups over the past 12 days we have been customers. Highlights include;
    - Sent an engineer on a multiroom install with only one box and no instructions for multiroom. After much heated phone calls, eventuall agreed to post us a multi room box 
    - When that box went missing, you were trying to tell us our remote batteries were to blame for that box being missing in the post (later determined lost by courier)
    - Trying to bill us £198 for the replacement multiroom box, then arguing that as we has two boxes, we should pay 2x£99 (groan). You then agreed to refund £99 and said sorry it was an oversight, but then didnt actually action that and went ahead and billed us some £240 in one off charges.
    very poor. absolutely terrible cusotmer service. theres no care and your agents do what they want. 

    Hi Leanne,
    Very sorry for the rubbish service that you have received so far.
    I'd very much like to help you so if you wouldn't mind sending me your details over a PM then I will get you sorted.
    Steve
    BT TV Expert
    I am a BT Employee and an expert on TV queries. I am here volunteering my own time to give advice, primarily on the BT Vision+ and YouView boxes. Go here for more info.
    If my post has been helpful, please click on the Ratings star on the left-hand side of the post.

  • Customer care

    I have been a BT customer for over 20 years-I have spent over 24hours on the phone during July trying to resolve a line problem-the customer care  & support has been terrible, people not taking ownership of their actions,being put on hold & then being cut off, no phonebacks, no email, engineer appointments not kept. I even offered to pay a fee of £125.00 to get my phone issued revised,later told no charge as a goodwill gesture & then they take £125.00 from my bank account, no apologies- took me another 1 hour plus to resolve that one.
    My difficulty is that BT put the phone feed line is into my garage & another cable went from the garage to my house- this failed in June & I have no phone or broadband in my house, all I have ever wanted was to have a working phone in the house. One BT staff member told me, there is no issue as the phone line works in the garage-I asked how she would like to sit in a garage to use the phone, use broadband & watch bt vision. I am disabled & in poor health, live in a rural village & have relied on a phone in my bedroom to contact GP or family if I am unwell- still I should be alright, as the phone works in the garage.
    Shame on BT

    Hello binay72,
    I'm sorry, but is this a question or a statement? Is there something the community could assist you with?
    If I have helped you in any way click the Kudos button to say Thanks.
    The community works together, click Accept as Solution on the post that solves your issue for other members of the community to benefit from the solution.
    - Friendship is magical.

  • BT customer care say they wont give me a full refu...

    Hi all most of you all ready know that BT customer care don't care well hears my story.......
    Back in August 2011 because of my poor broad band speeds, I was on the old 8 Meg package and their sales department suggested that I would be better off changing to their 16 Meg package as I would be guaranteed a minimum speed of 10 Meg up to 16 Meg, so I took their advice and up graded and sat back and waited to fly around the internet and play games without  getting lagged out, but sadly the speed problem still existed and I complained again and again then the tec department said its a hard wire fault then it was a profile problem and they will fix it, but it never got better so I complained again and was told I was getting the correct speed for the package I was on, I tried complaining again but was told their was nothing they could do as I was getting the correct speed for my package, so I just had to put up with it as BT is the only provider in my area.
    Then just after this Christmas the problems got worse and I complained again AND FINALLY GOT HOLD OF A TEC GUY WHO FOUND OUT WHAT WAS WRONG, ALTHOUGH BT WAS CHARGING ME FOR A 16 MEG PACKAGE I WAS STILL ON MY OLD 8 MEG PACKAGE HE SAID I WAS NEVER CHANGED OVER TO THE 16 MEG PACKAGE ??.
    Well an engineer was sent out to check my connections at home he found no faults and said he will now check the exchange and the next day i had a speed of 16 Meg yes at last.
    So next move I contacted the billing department for what I thought would be an easy refund for the over payments  but was told to my dismay they could only give me a  refund for the last hundred days billing WHAT!! BT have admitted that I was not getting the service I was paying for it was their fault but wont pay me back in full??? ombudsman here I come and trading standards and even my local radio station will like to hear about this and I wont be giving up until I get a full refund this treatment to customers is despicable and I will do every thing in my power to make BT pay up.

    Hi Shifty55,
    Welcome to the forum. I would be able to take a look at the details of your complaint. Please could you send me in your details using the link found in the "about me" section of my profile?
    Thanks
    Paddy
    BTCare Community Mod
    If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
    We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)

  • Unacceptable - Poor Customer Service - Liars - Crooks

    Seems like I'm not alone with reading all these issues.
    From a corporate standpoint, Verizon wireless' customer service is extremely poor!  The cheapest excuse is that someone will call you and that your credits will be applied when no one follows through.
    I had a bill for over 1G.  An amount that I had never received while in any phone service - let alone anywhere else. Apparently after speaking with more than 20 representatives, my plan was screwed up when it was changed over.  No kidding?!?!  On top of that, I was charged a $599.99 phone replacement fee over a phone that "I thought" was returned and taken care of 2 months ago.  So I thought...
    Previously I had a Droid Razr Maxx, which was garbage! I returned a brand new phone for a used one over 7 times.  You would think that as much as Verizon robs of you, you would receive a brand new phone when having issues.  Wrong! They greed of money only offers you used phones and they have the nerve to convince you that they are not.  After the 7th time of replacing the phone - I had gone personally to the Verizon store and expressed to them my dilemma.  The representative who assisted me suggested that I call Verizon and request a different brand.  I did as suggested as soon as I arrived home that same day and I was sent the Samsung SIII. At this point, I had told the representative to cancel my order for the replacement of the Droid since they were sending me the Samsung.  Two months later, I'm still fighting a $599.99 charge over something that I thought was taken care of.  You would think that after 7 times, this would be second nature to me in knowing exactly what I need to do with replacement phones.  Besides this, they are asking for verification over something that was done and settled with...so I thought.
    The following is the calling log I have gathered thus far. Not to include the calls I previously made prior to the 12th:
    3-12-13 – Cory Representative stated my phone plan would sum up to $126.20. Two supervisors verified the information was correct and credits should be applied.  Still waiting...
    3-16-13 – Zack Representative. Credits pending.
    3-19-13 – Rodriguez Representative stated credits pending, requested and transferred to a supervisor.
    3-19-13 Supervisor – Ebony (Washington State) ***$599.99 credit to be applied*** Ebony stated that because of company protocol, she could not process a credit for more than $600 and that it would take a couple of days for the credit to be applied to my account.  She ensured me that she would return my call personally and that once the credit is processed, my account should amount to $124.00 as promised by the previous rep.  Since then, I  have not received a call from Ebony.
    Throughout the week, I kept receiving messages from Verizon in regards to interruption of service till the Friday, March 22nd where I received a voicemail stating they would disconnect my service if a payment was made.
    3-22-13 Spoke to Dorothy representative who gave me a number of a supervisor named Marcy and apparently gave me her direct number at 585-XXX-XXXX.  Since then I have called this number and I've received nothing but voicemail as if the phone is shut off and never turned on.  If you ask me, I was fooled again into a bogus number.
    3-24-13 Voicemail to Marcy
    3-25-13 Voicemail to Marcy
    3-25-13 Spoke to yet another supervisors who I had re-explain my story and to no avail was useless.
    3-25-13 Spoke to Michael representative – stated that Ebony tried calling me 1:50pm on March 25, 2013.  I find that hard to believe when there was no message or phone call recorded.  No surprised! Michael ensured me that Ebony would try again the following day, March 26 at 1:00pm.
    3-26-13 Spoke to another representative who transferred me to the fraudulent department who again, was useless and had the nerve to tell me that I shouldn't of waited 2 months to take care of the situation.  I'm sorry, did he not look at my records of calling several times since the charges were posted.  I'm sorry, this reflects the poor customer service of a company that cannot get there act together and resolve their discrepancies to rob customers.  I don't understand how promises are constantly made that are not fulfilled, incorrect information is given and supervisors have no clue of what their responsibilities or authorities are.
    3-26 – Spoke to yet another representative; Michele who stated Ebony would follow up at 11pm.  What company contacts their customers in the wee hours of the night?  Then she changed the information and that it would be by 9pm.  Then she stated that she couldn't promise me that she would call.  On top of that, I'm not sure if I should hold my breath since anyone who claims they'll call or follow up with an email on the credits does not follow thru.  In addition, they have no idea who the people are - they can't give out information and they themselves cannot contact them.  POOR CUSTOMER SERVICE!!!
    <Post edited to remove the phone number per the Verizon Wireless Terms of Service.>
    Message was edited by: Verizon Moderator

    You spoke to Ebony in Washington, the 585 area code is in upstate NY...when you call customer service you get connected to whatever agent is available to take your call in whatever call center across the country.  The agents and supervisors don't know each other and they probably are not actual Verizon Wireless employees but work for competing call center companies which staff hundreds of people rotating shifts throughout the day.  My advice, quit waiting or expecting a call back from this one person.  For all you know Ebony took a job at the AT&T store as a manager and you will never hear from her again.
    If you are waiting for credit wait until you get your bill and see if credit has been applied to that.  Log into you account online.  I understand that you are trying to get a problem resolved but you've got to just block off some time and call customer service.  Stay on the line with the agent you are connected to initially and don't ask for anyone else or to speak with a supervisor right away.  If they have to put you on hold let them but do not ask them to call you back or as for someone else to call you back.  Honestly, I would never buy it if they said they would personally return my call.

  • Poor, Poor, Poor Customer Service

    December 18, 2012
    Lowell C. McAdam
    {edited for privacy}
    Annual Account Value: Approximately $6,000.00 annually
    Dear Mr. McAdam:
    I am a Verizon FIOS customer with a bundle (landline, wireless, cable, Internet) who has been with your organization for almost 10 years who is writing to let you know of my extreme dissatisfaction with your Verizon customer service (or lack of it), which seems to have deteriorated beyond repair. I will try to keep this brief and to the point, but I have had unresolved phone issues for almost a year now that no one in your organization can fix.
    1)    The first landline number I received from you all was the end recipient on a “robo-call” list where I would receive hundreds of phone calls a day, even though I immediately signed up for the “Do Not Call” list upon receipt of the number. It was obviously a bad number that needed to be removed from your system. After a very long time (months or even a year), I switched numbers after much time unsuccessfully spent researching and trying to fix this problem.
    2)    On the second landline number that we implemented, which we had for almost a year, someone had hijacked our home phone line (perhaps a hacker, no one knows) and was using it to dial callers in our local Tampa area market. Needless to say, we received many threatening and obscene phone calls in return (when they hit re-dial), which we have documented. We have spent countless hours each week with various customer service representatives (and various other individuals when the call was escalated) providing them with the Caller ID information and the Caller ID name trying to resolve the issue.  Over time, I probably spoke with 10 or so different individuals on this issue, none of whom seemed to know how to fix the problem.
    There was one representative who said a network engineer would put a “digital bug” in our FIOS box to find out who was performing this fraudulent activity so that we could correct the issue. When nothing happened, no communications, nothing, I called back and yet another customer service rep assured he was escalating this issue to the “War Room” and they would fix the issue so I did not have to change my number again. He promised the issue would be resolved in no more than 5 days, or at the very least, some form of communication would occur. This was weeks ago and I never heard from him or anyone else in your organization with any form of follow-up.
    3)    After months and months of trying to resolve this issue, finally, in defeat, I requested a phone number change after learning it is virtually impossible and cost-prohibitive to “unbundle” the services (which I am pretty sure is illegal). Both this number and my old number have a “disconnected” message on them when dialed now.
    4)    Now I am with Verizon’s “Order Escalation” team to execute a simple phone number change. I requested the phone number to be changed on Friday of last week and it is Tuesday and the number still DOES NOT work. I am currently with your “Order Escalation Team” to fix what should have been a 24-hour-turnaround.
    5)    After all this, one might expect a fair discount to their account, but I have never been given one or offered one, even when I ask.
    We spend more than $6,000.00 with you annually. This may not amount to a lot to you in the scheme of things, but I would hope you will care enough to rectify these issues so that we do not have to change carriers, or worse, look into possible legal options. I am sure you probably do not care and you say to yourself, “So what? This is only one customer,” but if you go online, you will see what legions of customers are saying. You might be the “big dog” now, but when you falter, and all companies with this low degree of customer service do, just remember that giants fall hardest of all.

    Fellow subscriber,
    As I understand your post... you have issues with 2 different phone numbers.
    1. Line 1, You got lots of calls that weren't for you.
    2. Line 2, A robo-dialer is faking your number on caller-id when it dials out.
    While I understand your frustration with this situation, I also understand why you weren't getting the help you wanted from Verizon. Having been in the phone industry since I was young and skinny (Mid 80's); I can confidently inform you that other than offering a new number, neither Verizon nor any other phone company can fix these issues, both caused entirely by a 3rd party.
    You cited poor customer service... what did you expect from your phone company to do about the 3rd parties abusing your phone number? 

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