Poor Customer Experience - How to Report It?

Ive spent the better part of the last hour trying to understand how to connect with someone who will discuss my Apple customer experience with me. Everything is organized by product and technical or functional issue. I cant seem to talk to someone about my experience. I am a new iPhone user and I have received poor support from Apple to date. I would like Apple to be made aware of this. How can I contact them? After calling the support number to log an issue, the operator didnt seem ot know what to do since i wasnt calling about a product...which was frustrating.
Hopefuly someone from Apple monitors these threads.
I am having battery life issue with my new iPhone 4S (less then one week old).
I went online and made an appointment via express care on Saturday. No one called.
I called on Sunday and talked to an iPhone rep who told me my issue would require a battery exchange and that i should go to my local Apple store.
When i got to the Apple store, I was asked if i had an appointment...no one told me i should make an appointment.
I called to report my concern over the lack of information shared on my service call as well as the missed call for my initial appointment and was met with frustration when the operator couldnt find out where to route my call and put me on hold for an iPhone rep , which is where this all began!
Apple - Something has to be fixed. Where is the email or phone number for customer experience or customer support? I'm not just a product owner. I thought part of owning an Apple product was supporsed to be the experience.

I would just like to express how irritating it is that the rep or "genius" that assisted me this afternoon wasn't willing to take the time to look at my phone and it's specific issue and instead prompted an reset to default settings. As it asked for my password he asked me to put the password in. Before doing so I asked him what was going to change when we did this, he assured me that nothing would be deleted, when I asked him what settings I would have to put back in place to get it to the way I have it now, he said, and I quote..."only the wifi password."
First of all how would he know this was true without seeing what settings were going to be changed.
Second, of course it was not true, as soon as my phone came up, the background picture was a default...he then said..."uh, oh yeah...also the background picture will go to default."
I asked him if he hoped that resetting my defaults would correct the issue I had come it with. He said that he did not believe that it would correct it. I asked him why he did it then, and he didn't give me an answer, just moved on. As it turns, out I am having to discover all kinds of things that this little genius' automatic check the block action of "reset" did and try to configure my phone back to functional. Unacceptable. The solution is spending just a little more time and care with the person who has spent the money to have this service provided in that manner.
Apple support has not been what I would call "service" recently. I have called in and spoken with customer support and have been told completely wrong info...like they cannot help me with a Apple Numbers App issue because it was a third party app. I said it was an Apple app, and that it said so on iTunes, she said I was wrong and needed to contact the makes or the Apple Numbers App...I laughed and said I did, it's you guys. She then asked if there was anything else she could help me with.
Apple has definitely lost my excitement and enthusiasm. Get it sorted out guys.

Similar Messages

How we can add custom field in standard report 2kee.

Hi,
How we can add custom field in standard report 2kee.
I need one extra field to add in 2kee report for the same is there any customization req.
Regards
Ravi

Ravi,
Which extra field do you want to add or see? Without specifying the field, it is difficult for one to tell you precisely whether you need a custom field or just change the layout to get the standard one.
There are so many fields which exists but are not displayed when you execute 2KEE. You need to change the layout selections to your preference.
Nonetheless, if the field you want to add does not already exist, then yes you can do customization. Is there a customization requirement? No. But remember, you are making changes to SAP Standard program which will no longer be supported by SAP should in the case an issue arise in the future related to this very program.
Have your abaper add the said field in the program or why not just create a query to pull the report?
Elias
Edited by: Elias Akorli on Sep 18, 2009 9:02 PM

How to add custom feild in std report 2kee

Hi,
How we can add custom field in standard report 2kee.
I need one extra field to add in 2kee report for the same is there any customization req.
Regards
Ravi

IF you are in ECC 6.0, you can use enhancement option or if you are below the version, you would have to copy into Z program and then create Ztransaction for this. In Z program, you can add whatever you want.

How to disable PowerPiot Customer Experience Improvement Program?

Hi, I have installed PowerPivot for Excel 2010 32bit via msi file.
I would like to disable CEIP from PowerPivot for Excel 2010. So far I have applied HKLM\software\policies\Microsoft\sqmclient\windows\CEIPEnable=0. GP set to disable CEIP. No luck so far. Any help is greatly appreciated.

Hi bvkm,
According to your description, the issue regards Power Pivot, I will help you move the case to the related Power Pivot forum at
http://social.technet.microsoft.com/Forums/en-US/home?forum=sqlkjpowerpivotforexcel, It is appropriate and more experts will assist you.
In addition, to disable CEIP by policy for Excel 2010, you need to set the following registry value.
HKEY_CURRENT_USER\Software\Policies\Microsoft\Office\Common:
DWORD:"QMEnable"
The value should be 0 (zero).
For more information, you can review the following article about the individual CEIP registry keys and values for each of the applications.
http://www.verboon.info/2011/04/the-microsoft-customer-experience-improvement-programpart-1/
Regards,
Sofiya Li
Sofiya Li
TechNet Community Support

ZEN MICRO MP3 Worst experience, poor (cheap) quality, poor customer servi

I purchased to Creative Zen MP3 players (the 5GB model). Within the first use the battery life did not exceed more than an hour for both players. Within the first two months the sound quality deteriorated and within the next few months both players ceased to function. One no longer turns on and the other does not play any sound. I then tried to contact Creative which is the first company I have ever come to encounter that does not provide 800 assistance to their buyers nor their buyers within their one year warranty. This has become a complete hassle and 00% dissatisfaction purchase. I have spoken to other friends who have also purchased a Creative product and they too are completely dissastified with their purchases and wish they never purchased one either. The word of mouth is the strongest weapon against companies like Creative who treat their consumers poorly with the quality and poor level of service. Please be sure to let anyone you know of this matter and not to purchase a Creative because they will in return be stuck with poor customer service and poor quality merchandise.
I am absolutely disgusted with the level of service I have received from Creative. I am absolutely tired of waiting anywhere between -5 days to receive a response for my inquiries on my warranty. On top of that they claim because the serial number is manufactured out of the one year warranty that I no longer am entitled to receiving my one year warranty. I believe this is absolutely absurd because when a product is manufactured it is not immediately sold to a consumer; it takes time before it is purchased. My warranty is not supposed to expire until December of next year but the representati'ves from Creative are claiming because the serial number is not within the one year that I am no longer entitled to my one year warranty. The documentation that Creative provides for the one year warranty does not state anywhere in its print that the buyer is responsible for anything more the first year, it does not state that a receipt should be held onto for months in the case that Creative cannot locate it's own information properly. I feel as if this is completely fraudulent to claim that the manufactured date is the date that should be held accountable versus the date that the product was scanned. That should be the company responsibility to have that accurate information, not the buyers.

My recommendation is to just go with Apple Ipods. I have heard they have great customer service who put their trust in the customer and have a quick turn around rate. Creative customer service quality is indescribable and wretched, and the turn around rate is way over 48hrs with no 800 number provided or only provided to a select amount of customers or you have to pay.

I must agree with Isoltani. I do not think that the products are particularly bad, but it sure does seem like they could come up with some better customer support. You guys act like just because they have a customer service period we should be satisfied, but that's not good business. If I own a company, especially a company related to electronics, I know that to be successful I need good CS. This company relies on people like the people that post on this thread to answer %90 percent of the customer's needs, which is kind of sad. The only reason that I can see for this company being successful at all in the portable media area is because they develop an ok product at an ok price, which is good I guess, but people don't realize the poor customer service until after they buy, which completely kills any of their future sales for the potential customers who have problems. The fact of the matter is that the CS of creative is very poor and should not be acceptable to those in charge at the company.

Poor Customer Service Received

Just to help myself feel better. Yesterday, May 29,2014 had a very bad experience at a Verizon store in Macon GA at 4590 Billy Williamson Dr. Was greeted by a lady with an ipad in hand. When asked what she could help us with today I responded that I wanted to see if I was eligible for an upgrade. She entered my name and cell number on ipad and said there were four customers ahead of myself. I knew I was in for a long wait but decided to stay until my turn. After sitting there for about 30 minutes I had noticed two salespeople exit to their cars. Closing time is 8 pm and it was about 7:30. After a long wait of 57 minutes I saw her point my way to a salesperson. He stayed behind counter and she approached us and asked again, what can she help us with today. I repeated, I wanted to see if I was eligible for an upgrade. She asked and entered my cell number and responded that out of three phones an upgrade would not be until September of this year but I could opt for a plan that would be about $29 more a month to upgrade. Now, I have been sitting there for almost a hour and it took her about 45 seconds to answer the question I had when I first walked in! Time can not be bought and I was so angry about the poor customer service I received at that store. She could have looked up the info at beginning and I would have been on my way. I can assure you that Verizon may have all the customers they will ever need but when my contract ends they will lose my business which is about $200 per month. Very poor customer service at the Billy Williamson Drive location in Macon Ga.
Thank you, feels better just to sent this!
Rhonda

Brian68, Thank you for your reply. But that is because most have a 2 year contract and can't afford to go elsewhere. I'm sorry for being so firm, but I think Customer Support is a thing of the past. Thank you anyway. Hope you have a wonderful day! Dianne
Date: Sun, 19 Aug 2012 07:57:47 -0600
Subject: Re: Very poor customer service email received back on my cell phone! - Re: Very poor customer service email received back on my cell phone!
 Re: Very poor customer service email received back on my cell phone!
 created by Brian68 in My Verizon - View the full discussion
diorrell wrote: This is totally uncalled for....Verizon needs to shape up or you are going to lose a lot of customers!!!!! DianneVerizon is not going to lose a ton of customers. Their churn rate for the 2nd quarter of 2012 which ended on Jun 30th was 0.84%. Which means 99.16% of the customers they had on March 31st 2012 were still with them on June 30th 2012.
 Not interested in these emails anymore, or want to change how often they come? Update your email preferences.
>Post edited to remove personal email address<
Message was edited by: Verizon Moderator

Poor Customer Service at Eau Claire, Wisconsin Corporate Store

We had a prepaid Verizon account and wanted to cancel the line and add a line (#6) to our main Verizon account.   My wife was told she would have to open up a new Verizon account and port the prepaid number over and then come back the next day and cancel her new account and move the line to our main account (no, they said they couldn't just issue a refund on the balance on our prepaid account).
She went back the 2nd day and was told that there was an issue with her identify and that she would need to give the Verizon store a copy of her Social Security Card and her driver's license so it could be faxed to the Verizon credit team.    Of course, she refused.
I went to the store on the 3rd night and talked to another representative who tried to force port the prepaid number over to our main number. He was unable to do so and told me that my options were to give them a copy of my wifes SSN card and driver's license or lose the $130 balance. I said that a 3rd option was for him to credit my main account $130 and I would cancel the prepaid account and "lose" the balance. He said he would have to talk to his manager.
When the manager came out she said that they could not issue a credit. I asked, "can't or won't", and she said that since I had the option of giving up my wife's paperwork (ever hear of identity theft), they would not issue a credit.   I talked to her about identify theft and that our banker advised us never to give copies of our SSN or Driver's license. Her response was "well, I guess you have to decide if you want to trust your banker or your wireless provider".   I asked her why they just would not issue the credit   I asked her if she was ready to lose a 5 year customer who had 5 lines (going to add #6) and she said "what do you want me to do, write you a personal check for $130?"     The conversation continued until I finally left the store.
That night I called Verizon customer service, canceled my prepaid account (so I thought) and opened up a new line with a new phone. (I accepted the terms and also accepted the terms via e-mail and got a confirmation that I had accepted)
The next day I checked on the status of my order and it was blank. I called customer service again and was told for some reason my order was canceled. I then went through the process again and was told that my new phone would be shipping out and that my account had been credited $130.
Checked my order tonight, no update. Called customer service and it showed as canceled again.   My credit was not on my account either.   I have now spent 4 hours on the phone, 3 trips to the corporate store and still can't get a line added, a phone shipped and my prepaid balance credited to my account.   The Verizon customer service reps have been vey polite and have tried to be helpful.
How do you get in touch with someone at corporate to let them know about the poor customer service at the Eau Claire corporate office, and also let them know that their practice of asking for SSN cards is a very bad practice???

Hello sellyourstocks,
Welcome to the forum, and thank you for sharing you for sharing your feedback regarding your visit to our Cary, NC store. As a mother of a 6 year old I can definitely understand wanting to give your daughter a treat for behaving well in the store. It sounds like no one made the effort to help you obtain change for the gumball machine, and I'm very sorry for the disappointing experience you encountered
Offering no less than stellar customer service is one of our top goals, and even though it was a small thing like changing a dollar, someone should have been able to assist you. I appreciate very much you bringing this to our attention, and I assure you I will be documenting your experience for review.
Once again, I am sincerely sorry for any frustration this has caused, and I hope you will give us another chance in the near future to offer you a much better experience.
Respectfully,
Maria|Social Media Specialist | Best Buy® Corporate
Private Message

Poor customer service from billing department

Earlier today I posted a message on this forum regarding a poor customer service experience from the billing department and seeing advice from the community on how to deal with it, and how much to put up with before cancelling my service.
In summary, I have been dealing with Verizon on a billing issue for six months - every month, my bill has the same error (a promotional credit I was offered when I signed up, which I have in writing, has not been applied to my account.) Every month, when I get my bill in the mail, I call them and try to get it resolved. Every month they say they will put in a trouble ticket to have the credit applied. Every month, it fails to get applied. This month, after being on hold for over half an hour I was disconnected. This month, a supervisor has "promised" to manually apply the credit each month if it is not fixed by the trouble ticket.
Is this problem typical? Does it typically take 6+ months for Verizon to fix a billing problem? How long do people typically put up with being over-charged for service before cancelling that service? I'm interested in hearing from other Verizon customers

Was this problem ever resolved. I have been dealing with a similar situation for the past 6 months and would be curious if Verizon ever fixed it. Thanks!

Very poor customer service email received back on my cell phone!

I want to complain about whoever responds to questions you post on the forum. I won't tell you the "fake"name. She sent me one email and said I sent my questions to the wrong place. I replied and told her I didn't know. Said I should have used the forum. I replied again to her email on my cell phone and said I was sorry didn't know where forum was and that she had not answered any of my questions. She immediately replied, I'm NOT INTERESTED IN THESE EMAILS ANYMORE, OR WANT TO CHANGE HOW OFTEN THEY COME? UPDATE YOUR EMAIL PREFERENCES.....OTHERWORDS "YOURSELF".
You all are there to HELP, at least I thought so. I am very frustrated and disappointed in this reply. I am going to report this to a manager if I have to!
I replied to her, thank you for not HELPING me (just to kind of be nice about it).
This is totally uncalled for....Verizon needs to shape up or you are going to lose a lot of customers!!!!!
Dianne

Brian68, Thank you for your reply. But that is because most have a 2 year contract and can't afford to go elsewhere. I'm sorry for being so firm, but I think Customer Support is a thing of the past. Thank you anyway. Hope you have a wonderful day! Dianne
Date: Sun, 19 Aug 2012 07:57:47 -0600
Subject: Re: Very poor customer service email received back on my cell phone! - Re: Very poor customer service email received back on my cell phone!
 Re: Very poor customer service email received back on my cell phone!
 created by Brian68 in My Verizon - View the full discussion
diorrell wrote: This is totally uncalled for....Verizon needs to shape up or you are going to lose a lot of customers!!!!! DianneVerizon is not going to lose a ton of customers. Their churn rate for the 2nd quarter of 2012 which ended on Jun 30th was 0.84%. Which means 99.16% of the customers they had on March 31st 2012 were still with them on June 30th 2012.
 Not interested in these emails anymore, or want to change how often they come? Update your email preferences.
>Post edited to remove personal email address<
Message was edited by: Verizon Moderator

Poor Customer Service

I am shocked at the level of poor customer service I get from Adobe sales reps on a consistent basis. It is as if Adobe assumes their products are without peer - so the sales team can take its customers for granted. I recently subscribed to the $19.99/month for Acrobat pro. I inquired if I wanted to upgrade to the full Creative Cloud for $49.99/month how could I upgrade. I received a wide spectrum of bizarre responses that ranged from, n you can not upgrade to you must first cancel your Acrobat subscription, pay the termination fee - and then create a new subscription for the entire Creative Cloud. Each sales rep seemed very tenuous at best and when I would inquiry further that it did not sound right - then they all would be very snarky and sarcastic. I was shocked at the level of unprofessional behavior from your sales team. It is as if Adobe does not have a culture of personal accountability when it comes to dealing with the customer.
I fine it very odd if Adobe is serious about providing CLoud Services, why it does not make the subscription model more flexible and upgradable for the customer. I am also not sure why Adobe does not make this something that a customer can simply do on their own by logging into their account. Evernote, Dropbox, Google - these are all services that allo the cusotmer to upgrade to more features and services online in a matter of seconds - as opposed to forcing customers to call in that crazy phone menu hell - then deal with snarky phone reps that sound unsure of themselves but then get upset when you ask follow up questions.

Attached is the letter I sent to correspondance, I haven't heard back from
them so I don't know if it has been addressed yet.
I was with Sprint for over 10 years, when I changed to Verizon my bill went
up, however I was willing to stick it out because the customer service was
so much better. I have been very surprised at the service I have gotten
through all of this.
I really didn't want to leave that post on the community board, but I was
not getting any help. However, today, someone was able to help me get the
Asurion claim for my sons phone. Kudos to that rep. It amazes me how I can
speak with 3-4 people, give them all the same information and EACH AND
EVERYONE of them gives me a different answer. I had spoken with probably 4
people before the one today and gave them the same information (probably
more) and not one of them resolved the problem the way this one did nor as
promptly!
Thank you for following up with me, I hope you can help me get these
matters resolved.
Tricia Godwin
On Sat, Apr 18, 2015 at 2:39 PM, Verizon Wireless Customer Support <

Customer and Vendor ageing report by ItemGroup@%@#$%@#$??

Hi All
How do we get Customer and Vendor ageing report by "ItemGroup"?
I know there is a standard report in Business One which gives you the ageing report by Business Partner Group. But I dont know whether it is possible to get by "ItemGroup". Please help me and excuse me for weird requirement..
Thanks

Hi Gordon,
that query is actually designed for getting the purchase reports with all the excise and other tax related information per line item in the marketing document. my requirement is something different than this where the client wants to see the ageing report by Itemgroup.
Since ageing is based on the invoice due date it looks difficult to bifurcate the each individual line item, its group, its line total and their due date. means we should add all the open invoices' line items to be grouped with its total based on the due date. any other way to solve this?
thanks

My as yet unresolved appalling customer experience

This message presents my appalling BT experience to date. As yet, it remains unresolved and - of course - I cannot reach anyone who can actually do anything about this.
On 19JUL13, I placed an order for BT Infinity 2, Phone, and Vision to be connected at my new house. Prior to renting that house, I used the BT checker to confirm that services were available. I received an order confirmation from BT (BT.COM Ref: BTCEAA004000090198) the same day, confirming installation on my requested date of 08AUG13, 0800-1300. At the time of ordering, I requested a new line be connected to the property due to my landlord having existing telephone infrastructure that was to remain untouched (and, anyway, had sockets in the wrong locations for us). Given that we were moving in to the property on 05AUG13, 08AUG13 was the optimal date for us as (i) we require a landline service because my wife is seven months pregnant and (ii) having relocated from overseas I am supposed to be working from home (hence the Infinity 2 requirement!) while she is in the late stages of the pregnancy.
On 04AUG13, I was called by a 'Sarah' at BT who, because I was on another call, left me a voicemail asking me to call back on a certain number and enter a PIN as 'we need some additional details'. I duly did so, 10 minutes later, only to receive a recorded message stating that the office I had called was now shut.
On 05AUG13, I spent approximately an hour making calls and waiting in call queues trying to reach someone at the number 'Sarah' had provided. Bearing in mind that I was moving house that day and had to use my mobile phone, such calls cost a fair amount of money and kept me away from the already stressful removal process.
Also on 05AUG13, our Home Hub4 and BT Vision box were delivered. On the same day, BT took GBP147.95 from our nominated bank account (being our annual line rental in advance) and established a direct debit in their favour.
On 06AUG13, after another hour and a half in call queues, I eventually reached a 'Manju' in the BT call center. I asked what 'additional details' were required only to be told that everything was fine and that the installation was on track. 'Manju' promised to 'take ownership of my problem' and to keep me appraised of progress.
On 08AUG13, no engineer arrived to perform the installation! After another hour in call queues, still on my mobile phone, I got through to a 'Harit' at 1417 on 08AUG13. 'Harit' was, of course, entirely unaware of what was going on with my order but, of course, promised to 'take ownership' and call me back within two hours.
Two hours later, no calls - from either 'Manju' or 'Harit'. A pattern was emerging....
While spending much more time in call queues on 08AUG13, we also managed to obtain a support chat session with a 'Bernie Coyle'. After much to-ing and fro-ing, Bernie finally advised that our order had been cancelled. Yes, you heard that right, our order had been cancelled by BT Group - allegedly by OpenReach because they had been unable to find out which line we intended to take over at our property. This despite our having spoken to 'Manju' and being told that nothing was required and despite BT having already taken payment from us.
Eventually, at 1830 on 08AUG13, we escaped the call queues and got put through to a 'Ben' in the Infinity team. We signed off the chat session with Bernie (of which we kept a transcript) and focused on 'Ben'. "ben' advised that the order had indeed been cancelled by OpenReach as they had decided that, instead of providing a new line as requested, it would be easier for them to take over one of the existing lines at the property. This despite our having requested a new line because, as mentioned above, none of the existing sockets were in the right place. 'Ben' undertook to re-raise the order for us, declaring it an explicit forced provide rather than being an optional take over of an existing line. One of the primary reasons for doing this is that, per 'Ben''s commentary, the new line installation fee of GBP130.00 would be waived as we were ordering telephone, broadband, and television on the same order while the take over of an existing line and the subsequent moving of the master socket would attract a fee of GBP130.00. We reiterated that we had originally asked for a new line and challenged why OpenReach would change the order without consultation. The response we received was 'that's just what they do sometimes'. When I asked why 'Manju' had said that no further information was required, the only response 'Ben' could offer was that he did not know why that had happened. At the end of our conversation with 'Ben', we were left with the impression that while our order had been cancelled by OpenReach, our new 'forced provide' order was under way and that we would be called within 24 hours to advise of an installation date. To be fair to 'Ben', he did call us back after 15 minutes of finding out how to re-raise the force provide and, in order that we could have Internet access, provided us with a BT Openzone WiFi voucher. Thanks 'Ben'.
The next day, 09AUG13, we received a text message - not a call - asking us to again call BT and enter a PIN. On doing so, we then waited in a call queue for approximately 30 minutes before being put through to a 'Kirsty' in the order team at 1235. 'Kirsty' advised that a GBP50.00 deposit was required before the new order could be progressed. This despite BT having taken GBP147.95 and established a direct debit in their favour only 4 days previously. When challenged, 'Kirsty' went away to discuss waiving this deposit due to the circumstances and eventually came back to say that that fee would be waived. 'Kirsty' then advised that the earliest installation date would be 27AUG13. That is 19 days later than the originally requested date - remember, my wife is seven months pregnant and we are looking at not having a landline - and nearly six weeks after our order was first placed with and accepted by BT. At this point, 'Kirsty' also notified me that rather than having had to call the chargeable '800' numbers I had been told to call previously, I could have called the lower cost '03' number. It would have been nice to have known that before…especially as, by this time, this one call alone had been running for over an hour!!
I was, to put it mildly, a little annoyed by this conversation and - after 'Kirsty' also promised to 'take ownership' of my problem - demanded to speak to a manager. I was then put through to one 'Imy Hussein' who purported to be an order team manager based out of Accrington and, as a result, was promptly on the receiving end of my ranting about the experience to date and demanding an explanation as to why BT were being so obtuse and difficult to deal with. At the end of many platitudes from 'Imy Hussein' (for example: "I've been here 30 years and know my way around the system", "My team here works to a process and it is a good process", "We are taking responsibility for your problem and will try to expedite your order", etc.), we agreed to allow 'Imy' (for, by now, we were on first name terms) and his team to take responsibility for re-raising the order to expedite the new line connection and to then expedite the additional services we had originally ordered. In the course of 'taking ownership' of my problem, 'Imy' promised that regular calls, texts, and emails would be forthcoming in order to keep us appraised of the progress of what, by now, was becoming a bit of a farce.
On 11AUG13 at 0826, I received a text message from a 'Stewart' at BT to advise that 'one of my colleagues will be calling you between 0800-2000 on Monday (12AUG13) about your order'. No call was forthcoming but, on 12AUG13 at 1709, I received a further text message saying that 'we have escalated the activation of your landline this morning and are currently awaiting a fast tracked date as to when the line will be activated…we will call you with the update'.
On 12AUG13, I received an email that began with the words: 'We're really sorry to hear you have cancelled your service.' Well, no, I didn't: you did. The email went on to say that I would need to wait for a label/packaging and then return the Home Hub 4 and BT Vision box to BT within two weeks otherwise I may have to pay to return it to them. Really? Apparently the automated systems at BT only understand service cancellations as being the customer's fault and nothing to do with failures to communicate internal to BT Group… Of course, were BT to be so rapid in returning the money they have already taken from me (an interesting point: surely that means that BT are contractually obligated to provide what I ordered originally as they have accepted my acceptance of their invitation to treat?), then perhaps I would feel differently about returning the equipment post-haste.
By this morning, 14AUG13, no call had been received. Optimistically, perhaps stupidly, we logged in to our BT account to see if any updates had been posted online. Imagine our surprise on finding that the latest activation date was 04SEP13. Rather than waste more time and money trying to reach someone who knew nothing of our problem by telephone, we called up the BT.com support chat service and - surprise, surprise - were again lucky enough to be connected 'Bernie Coyle'. Imagine our pleasure as, out of all those support chat operators, we had managed to reach the same person we had spoken to last time! Imagine our falling spirits as we then discovered that 'Bernie' knew nothing and had to call Order Management to find out what was going on. The response from order management was that our problem is now being case-managed while OpenReach address the 'line plant issues'. Now, as a network engineer of some years past, I understand a bit about telecom and computer networks so I asked for an explanation as to why connecting a wire from the street to our property might be creating 'line plant issues': especially as there are already four such wires running from the street to the property, two of which are currently ceased lines and therefore represent reusable infrastructure. Unfortunately for us, 'Bernie' could not provide any further information as our order was being 'case-managed'.
Interestingly enough, given the history above which - of course - I have extensively documented, 'Bernie' also tried to dissuade me from contacting OFCOM as 'they won't accept your complaint unless we hit deadlock'. Well, that worked well as the body of this text forms the body of a letter to one Warren Buckley (who, it seems, is on Linked In and therefore publicly accessible!), copied to OFCOM. Why would I do so? Well, fundamentally the role of regulator is to ensure fair and reasonable behaviour by those it regulates and, to be fair, my experience to date has been anything but fair and reasonable. It has, instead, been frustrating, distressing, expensive, and - to date - pointless. Let's sum up the cost of the BT 'customer experience' for me so far:
1. Approximately 3.5 hours of sitting in call queues on chargeable calls from our mobile phones: GBP21.00 (not including those calls to the '03' number which were taken from our inclusive minutes allowance)
2. Approximately two full days of my time spent waiting in call queues, trying to obtain a resolution in chat, and waiting around for engineers that were never coming: GBP1,590.00 (at my government accepted day rate of GBP795.00) Ex-VAT
And that's just the direct financial cost. Factoring in the sheer amount of stress and distress these problems have created for my PREGNANT wife and I must at least treble the direct financial cost.
Right now, still on 14AUG13, I've just re-reviewed our order online. It talks about landline and broadband, but does not mention Infinity 2. There is no mention of BT Vision per our original order. While our order is being 'case-managed', it does not seem possible for me - the CUSTOMER - to find out what is happening with my order or when I might expect to receive service. I am fully expecting that when I do receive service, BT's systems will take the view that my annual line rental actually started when they took the money (on 05AUG13) and conveniently ignore the current delay caused by BT's own actions and subcontractors.
Here's the thing: all I want is the telephone, broadband, and TV service that I have ordered based on BT's offer to supply such to me. It cannot be this hard to organise that, provide what I asked for *when* I asked for it, and then get out of the way so I can carry on with my life. Imagine going into a restaurant and ordering a steak from the lavishly presented menu. Then, when the waiter appears four hours later with a chicken breast and insists on giving it to you, being told that the supplier decided to only deliver chicken breasts because it was easier for them. And then, to compound matters, having the restaurant refer you to the supplier to find out why that was and to endeavour to achieve some redress for your inconvenience. Now multiply the frustration and stress you would feel by 1,000 to get a sense of how we feel right now…
This is, by far, the worst experience I have ever had with BT. Not only does one part of BT not have any idea what the other part is doing, it seems that the customer-owning part of BT has no control over the network-engineering part. In fact, it appears that the OpenReach tail is wagging the BT dog: to the detriment of customer experience. Add to that the fact that call queues are so long that a suspicious person might imagine that this was seen as a revenue-generating opportunity and the business begins to look very haphazard and uncoordinated. This lack of co-ordination is especially true when, 9 times out of 10, customers get through to offshore call centres who, quite obviously, have no authority and limited ability to do anything and, instead, appear to act solely as call-screeners for other parts of the company.
What happened to BT? I've just come back from a number of years overseas where, despite owning and operating very young networks and businesses, telecommunications providers actually take your order correctly, deal with you expeditiously, turn up when they say they will, and deliver the services you requested. It really is not that hard to do a good job but, right now, it seems that BT have no idea what the truth of their customer experience is and that reflects very badly on the business as a whole.
David.

Hi davidwprior,
Welcome to the community.
I'm sorry for the problems you've had with your order. I'd like to take a look at this to help sort this out. To get in touch, click on the "about me" section of my profile and you'll see the link there to "contact the mods".
Thanks a million,
Robbie
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry that we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Wht r the standard tables for vendor customer and sales order report/

Hi wht r the standard tables for vendor and customer reports and is how in normal we cannot use them for vendor reporting and etc ?

Hi
Customer is related to Sales Module
So for a customer we fetch the reports of Sales orders , Deliveries and Billing doc's
CUstomer and Vendor related tables with important fields:
KNA1: Customer Master-General(KUNNR,NAME1,LAND1)
KNB1: Customer Master(Company Code)(KUNNR,BUKRS,PERNR)
KNC1: Customer Master Data (Transaction Figures)(KUNNR,BUKRS,GJAHR)
KNVK: Customer Master Contact Partner(PARNR,KUNNR,NAME1)
KNVV: Customer Master sales data(KUNNR,VKORG,VTWEG,KDGRP)
KNBK: Customer Bank Details(KUNNR,BANKS,BANKL,BANKN)
KNVH: Customer Hierarchy (HITYP,KUNNR,VKORG,VTWEG,SPART)
KNVP: Customer Master Partner Functions(KUNNR,PARVW,KUNN2)
KNVS: Customer Shipment data(KUNNR,VSTEL,TRANS)
KNVI: Customer Tax data(KUNNR,ALAND,TATYP)
LFA1: Vendor Master-General (LIFNR,NAME1,ORT01)
LFB1: Vendor Master(Company Code)(LIFNR,BUKRS,PERNR)
LFC1: Vendor Master (Transaction Figures)(LIFNR,BUKRS,GJAHR)
Sales related Tables for a customer
VBAK: Sales Document(Header Data) (VBELN, KUNNR)
VBAP: Sales Document(Item Data) (VBELN,POSNR,MATNR,ARKTX,CHARG)
      Enquiry, Quotation, Sales Order are differentiated based on Doc.
      Type(VBTYP field) in VBAK,VBAP Tables( for Enquiry VBTYP = A,
      for Quotation 'B' & for Order it is 'C'.)
LIKP: Delivery Table (Header Data)(VBELN,LFART,KUNNR,WADAT,INCO1)
LIPS: Delivery Table (Item Data)(VBELN,POSNR,WERKS,LGORT,MATNR,VGBEL)
      (LIPS-VGBEL = VBAK-VBELN, LIPS-VGPOS = VBAP-POSNR)
VTTK: Shipment Table (Header Data)(TKNUM)
VTTP: Shipment Table (Item Data)( TKNUM,TPNUM,VBELN)
      (VTTP-VBELN = LIKP-VBELN)
VTFA: Shipping Document Flow(TKNUM,VBELV,VBELN)
VTPA: Shipping Partners data(VBELN,PARVW,KUNNR,PERNR)
VTTS: Stages in Shipment(TKNUM,TSNUM,TSTYP)
VTSP: Transport Stage/Shipment Item Allocation(TKNUM,TSNUM,TPNUM)
VEKP: Handling Unit: Header(Packing)(VENUM,VSTEL)
VEPO: Handling Unit: Item (Packing)(VENUM,VEPOS,VBELN)
VBRK: Billing Table(Header Data)(VBELN,FKART,BELNR)
VBRP: Billing Table(Item Data)(VBELN,POSNR,FKIMG,NETWR,VGBEL,VGPOS)
      (VBRP-AUBEL = VBAK-VBELN, VBRP-VGBEL = LIKP-VBELN)
      Apart from these tables there are lot of other tables which starts with
      V, but we use the following tables frequently.
VBUK: All Sales Documents status & Admn. Data(Header)(VBELN,VBTYP)
      VBTYP= C(Sales Order) VBTYP=J(Delivery) VBTYP=M(Invoice)
VBUP: Sales Documents status & Admn. Data(Item)(VBELN,POSNR)
VBEP: Sales Doc. Schedule Lines Data(VBELN,POSNR,EDATU,WMENG)
VBKD: To get sales related Business data like Payment terms etc.(VBELN,ZTERM)
VBFA: sales document flow data(VBELV,VBELN,POSNV,VBTYP)
VBPA: Partner functions Data(VBELN,PARVW,KUNNR,LIFNR)
VEDA: Contract Data(VBELN,VPOSN)
VEDAPO: Contract Data(VBELN,VPOSN)
Vendor related MM tables
EBAN-- Pur.Reqn. Data (BANFN,BNFPO,BADAT,MATNR)
EBKN-- Purchase Requisition Account Assignment(BANFN,BNFPO,VBELN)
EINA- Purchase Info.Record (General Data)(INFNR,MATNR,LIFNR)
EINE-- Purchase Info.Record (Pur.Orgn Data )(INFNR,EKORG)
ELBK-- Vendor Evaluation Header Data(LIFNR,EKORG,KLASS)
EKKO-- Purchase Order Data (Header)(EBELN,BSTYP,BSART)
EKPO-- Purchase Order Data (Item)(EBELN,EBELP,MATNR)
       RFQ and PO are differentiated by Doc Type(BSTYP)in EKKO table.
       For RFQ it is A and for PO it is F.
MKPF-- GRN Data (Header) (EBELN,BLDAT,BUDAT,XBLNR,BKTXT)
MSEG-- GRN Data (Item)(MBLNR,BWART,LIFNR,MATNR,EBELN)
       Apart from this there are lot of tables which begin with 'M'& 'E', but we
       use the following very often.
EKBE--PO History Data (EBELN,EBELP,BELNR,BLDAT,MATNR,VGABE)
EKBZ--PO History with delivery Costs(EBELN,BELNR,LIFNR,XBLNR)
EKET--Schedule lines data of a PO (EBELN,EINDT,SLFDT)
EKES--Vendor Confirmations Data(EBELN,EBTYP,EINDT,XBLNR)
Reward points if useful
Regards
Anji

Customer group wise sales report

can somebody give me a clue as to how to take customer group wise sales report
thanks

HI,
it will not get the sales report with customer group wise in standard SAP.
in standard you will get the data for the following selection :
a. Sales Office wise : MC-E
b. Sales Organization wise : MC+2
c. Material(Article) wise : MC+Q
tell me one thing, whether u need the report customer group wise or customer account group wise.
Regards,
somu.

Customer Funded PO alert report

Hi SAP Experts,
I need to Develope Report its Customer Funded PO alert report,
Eg:They have created one seprate customer GL account for Custmer. While creating PO they will Put Account Assinment Category K and & respective Customer GL account.
My client wants based on GL acount and Goods recept posting date wise report so kindly suggest me how ican make logic for FS prepartion and how to link the all Table.
Regards
Santosh

Hello,
You can use the BAPI: BAPI_CUSTOMER_GETDETAIL2. In the EXPORT parameter you have a structure for Customer Addr. (CUSTOMERADDRESS LIKE BAPICUSTOMER_04).
The PO BOX is in BAPICUSTOMER_04-PO_BOX.
Hope this helps.
BR,
Suhas

Poor Customer Experience - How to Report It?

Similar Messages

Maybe you are looking for