Poor or Lack of service on both BT customer servic...

Basically I lost Broadband speed not long after they installed the fibre-optic cabinet at the top of my street.. It's went from 8.5 Meg to just about 5 Meg.
I called about it on the 23rd September and since then I’ve had 4 engineers out about 10 operator hangups on me (and then not calling me back)when I was trying to get my broadband sorted... at least 8 promised call backs that never occurred including 3 different failed call backs on the 3rd or 4th of November ( I had 3 on the same day as I called back again when the person who promised to call me back in a time period didn't only for the next operator not to phone me back either)
 Today I waited in for My fifth engineer which turned out to be a no show from BT with no phone call to let me know. To say the least I’m well pi$$ed off with BT's attitude. I was so pi$$ed off I lodged a separate complaint about their poor service with a manager on the 2/11/11 and was promised a reply in less than 48 hours... I’m still waiting for that reply.
What also gets me wound up was that when the first two engineers didn't fix or even find my problem and I phoned up yet again to see what was happening next I got told a third engineer would be calling out.. but this one was a special broadband engineer that would fix it for sure this time... but not for another 8 days!!! What were the first two engineers then???? Anyway when the third engineer did come out 10/11/11 he did seem very knowledgeable... He tested inside like the rest but with some longer tests... and went to check pole and cabinet... he was able to tell me that I was getting really good speed at the cabinet but was losing it between the cabinet and the pole, I should say i'm 150m tops from the cabinet.
Two things then bugged me... the first two engineers had said they had been at the cabinet and checked it out... so what were they doing that they couldn't find what seems to be such a simple fault that could be found by anyone using simple fault diagnosing techniques... and what are BT doing wasting my time and their money sending badly trained so called engineers out in the first place?
Anyway back to the third( excellent engineer ) he said he tried to find me another pair of cables on the pole but there were none free all were being used... the man spent a good 3 hours at my job while the first two spent about 30-40 mins tops. He said he would report the fault back and true to his word the forth engineer was sent out on the 11/11/11 to get me another pair of cables, that engineer colin“said” he changed my pair for another... but I was getting the exact same speed as I was with my original pair which makes me think he didn't change anything. I said the third engineer had said there were no more pairs to use and that a new pair would maybe need pulled in... the forth engineer said he was only out to chance my pair over nothing else... so I would have to phone up BT again.
I phoned BT and was disgusted I was having to wait till the 20/11/11 to get the next engineer out to replace the pair of cables from the cabinet to my pole.... I complained that this was a disgrace and I wanted a much sooner date after a lot of complaining I got it shifted till today the 18/11/11... I was still not happy but they said it was the best they could do... so I just had to sit and wait.
Today came the appointment was between 8:00 and 13:00. as I had heard nothing by 11:30 I decided to phone BT to see if there was any problem.. I asked the person to check was the engineer still coming out and he said he did and the engineer was definitely coming. I phoned again at 13:25 after the no show and asked to speak to a senior manager... it took about 10mins but I got a manager Sririam and I asked what was the excuse and why did no one contact me to let me know... he went away for about 5 mins and came back telling me “Lack Of Resources” the next quickest date is the 21/11/11 and I have to yet again put up with that and another day off work to wait in for them.
I have asked the Senior Manager Sririam to find out why I wasn't contacted and why the person at 11:30 told me they had checked and the engineer was sill coming... he said he will call me to let me know... what’s the bets that's yet another failed call back.
I've tried my hardest to talk to someone more senior than these managers in India but I can't seem to get anywhere the lack of response to my complaint ref: VOL011-********** That's open from the 2/11/11 and my further poor treatment since then has made me think i'm just getting lip service.
I've searched on line for hours trying to find a number to escalate my complaint to but no joy...i did find this page
http://www.btplc.com/Inclusion/BTSign/btsign.asp?id=20
 but when i call the number on it it is no longer in use
Do any of you know who I can can talk to on the phone to escalate  resolve both my broadband fault and my lack of response to my complaint? Is there a high level complaints department and if so how do I talk to them?
Thanks in advance for your inputs

Hi Welcome to the forums
If you post the full stats from your router
For homehub – type 192.168.1.254 into your browser
Navigate to ADSL Settings or use the A-Z at the top right of the home page and scroll down to ADSL Settings and click on it
Click on More Details and then post the full results.
also post the full results from http://speedtester.bt.com/
or http://bt.custhelp.com/app/answers/detail/a_id/9354/c/346,4740,5520 and post the results .
Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone. if cordless phone you may hear a 'dull hum' which is normal
also you could try the hints given by poster RogerB in this link they may help http://community.bt.com/t5/BB-in-Home/Poor-Broadband-speed/m-p/14217#M8397
Then someone here may be able to help and offer more advice.
This is a customer to customer self help forum the only BT presence here are the forum moderators
can you please edit out the reference number as this is a public forum
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’

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    Creating and Delivering Sales Orders..............................................................................117
    Creating the Equipment Master Record............................................................................120
    Creating Service Contracts for Maintenance of Customer Equipment.............................122
    Maintaining Price Agreements in the Service Contract....................................................123
    Service Processing and Resource-Related Billing (optional)...........................................124
    Performing Periodic Billing Document..............................................................................125
    Settlement of Service Contracts.......................................................................................127
    Creating Service Contracts (Nonconfigurable).................................................................129
    Creating Service Contracts with a Configurable Service Package...................................131
    Creating Service Contracts with a Preconfigured Service Package.................................133
    Displaying Line Items in Profitability Analysis...................................................................135
    Displaying a CS Report in Profitability Analysis................................................................137
    Service Processing and Resource-Related Billing with a Service Contract..................139
    Data Used During This Process........................................................................................140
    Creating a Service Order from a Notification....................................................................141
    Assigning Components and Releasing a Service Order...................................................144
    Posting Goods Issues for a Service Order........................................................................145
    Confirming a Service Order...............................................................................................146
    Creating a Billing Request.................................................................................................147
    Creating a Billing Document from a Billing Request.........................................................149
    Settling the Costs of the Service Order to the Service Contract.......................................150
    Spare Parts Delivery with a Service Contract...................................................................153
    Additional Process Information.........................................................................................154
    Data Used During This Process........................................................................................155
    Creating a Service Notification and a Spare Parts Order.................................................156
    Creating a Spare Parts Order...........................................................................................158
    Creating the Billing Document..........................................................................................159
    Controlling...........................................................................................................................160
    April 2001 5
    Customer Service (CS) SAP AG
    Controlling for Services.......................................................................................................162
    Additional Process Information.........................................................................................164
    Data Used During This Process........................................................................................165
    Displaying a CS Report in Profitability Analysis................................................................166
    Displaying Line Items........................................................................................................168
    Executing an Existing Report in Profitability Analysis and Getting to Know Reporting Functions.....................................................................................................................169
    Additional Process Information...............................................................................170
    Data Used During This Process.............................................................................171
    Setting Up Parameters in Your User Profile...........................................................172
    Selecting a Report in CO-PA..................................................................................173
    Drilling Down to the Lowest Level (Including Line Item Detail)..............................175
    Line Item Analysis (Including Integration with MM and SD)...................................179
    Report-Report Interface..........................................................................................181
    Displaying Attributes...............................................................................................182
    Hit Lists...................................................................................................................183
    Changing the Report Currency...............................................................................184
    Displaying and Creating Exceptions.......................................................................185
    Workflow in Customer Service...........................................................................................187
    Workflow - Service Management........................................................................................188
    Additional Process Information.........................................................................................189
    Data Used During This Process........................................................................................190
    Logging the Service Notification.......................................................................................191
    Processing and Completing the Service Notification........................................................192
    6 April 2001
    SAP AG Customer Service (CS)
    April 2001 7
    Customer Service (CS) SAP AG
    Customer Service (CS)
    Customer Service (CS)
    Overview
    Customer Service (CS) in IDES
    Service Processing
    Selling a Serialized Product and Creating an Equipment Master Record
    Service Management - Spare Part Delivery
    Performing a Service Order and Billing
    Returns and Repair Processing
    Creating a Service Order from a Sales Order
    Processing Telephone Calls in a Call Center
    Service Contracts
    Processing Service Contracts with Periodic Billing
    Service Processing and Resource-Related Billing with a Service Contract
    Spare Parts Delivery with a Service Contract
    Controlling
    Controlling for Services
    Workflow in Customer Service
    Workflow - Service Management
    8 April 2001
    SAP AG Customer Service (CS)
    Overview
    Overview
    Customer Service (CS) in IDES
    April 2001 9
    Customer Service (CS) SAP AG
    Customer Service (CS) in IDES
    Customer Service (CS) in IDES
    The following documentation displays the organization of the Customer Service in IDES as well as the embedding of this service organization into the complete IDES enterprise. Above that, you will get an overview on the characteristics and specifications of the Customer Service module within IDES.
    Introduction
    Organization
    Characteristic Values and Special Features
    Note for IDES Processes in the Customer Service Area
    10 April 2001
    SAP AG Customer Service (CS)
    Introduction
    Introduction
    The IDES AG produces PC workstations for use in commercial or technical areas. The enterprise offers services for these products (installation, maintenance, repair). For some customers, the service agreements are determined via service contracts. Other customers, however, order services individually. The service measures are carried out either in the IDES service plant or at the customer location.
    April 2001 11
    Customer Service (CS) SAP AG
    Organization
    Organization
    Planning Plant
    The workstations are produced in the Dresden plant (1200) of the IDES AG (production plant). This plant is responsible for the planning and preparation of service measures (maintenance planning plant). The service measures are also executed in plant 1200.
    Plant
    Description
    1200
    Dresden
    Work Center
    Service technicians are collected into service groups using work places.
    Work center
    Description
    Assigned Technician (personnel number)
    PC-SERV
    TS technician north (DE)
    1522, 1523,1525, 1528, 1529
    PC-SERVS
    TS technician south (DE)
    1504, 1505, 1500
    PC-REP
    Repair center
    1955, 1956
    PC-HELP
    Help desk
    1957, 1958
    Planner Groups
    There are three planner groups in the service plant that are responsible for materials planning for the work centers.
    Planner group
    Description
    200
    Service north
    201
    Service south
    202
    Repair service
    Sales Organization in the Service Area
    The sale of services and spare parts is handled by sales organization 1000. All sales activities in the service area are represented in this sales organization through an individual distribution channel. Sales in IDES occur across divisions through division 00. The following table lists the combinations of sales organization, distribution channel, and division that represent the sales area. This is used to enter all contracts, replacement part orders and other sales orders in the service area.
    Organizational Unit
    Key
    Description
    Sales organization
    1000
    Germany
    Distribution channel
    14
    Service
    Division
    00
    Cross-divisional 12 April 2001
    SAP AG Customer Service (CS)
    Organization
    Integration with Financial Accounting
    Service plant 1200 is assigned to company code IDES AG. Within this company code, the service represents its own business area. The service objects are assigned to this company code and business area. This assignment is transferred to a service order for this object. For service contracts, replacement part orders, and other sales orders, business area 8000 is derived from the sales area 1000/14/00.
    Organizational Unit
    Key
    Description
    Company code
    1000
    IDES AG
    Business area
    8000
    External service
    Integration with Controlling
    Company code 1000 belongs to controlling area 1000 (Europe). From the Profitability Analysis perspective, this controlling area belongs to operating concern IDEA.
    Organizational Unit
    Key
    Description
    Controlling area
    1000
    CO Europe
    Operating concern
    IDEA
    Operating concern IDES global
    Integration with Materials Management
    From the Materials Management perspective, all materials used for service measures are administered in plant 1200. Replacement parts and external services are procured via sales organization 1000.
    Organizational Unit
    Key
    Description
    Plant
    1200
    Dresden
    Warehouse
    0001;
    1500 to 1507
    Material storage;
    Service vehicles 1 to 8
    Purch. organization
    1000
    IDES Germany
    April 2001 13
    Customer Service (CS) SAP AG
    Characteristic Values and Special Features
    Characteristic Values and Special Features
    Service Customer
    IDES provides services for external customers. Long-term contracts exist for specific customers to process the service agreements.
    Customer number
    Name
    Service contracts
    1032
    Institute for Environmental Studies
    Yes
    1034
    ERL Freiburg
    Yes
    1171
    Hitech AG
    No
    1172
    CBD Computer Based Design
    Yes
    1177
    Computer Competence Center AG
    No
    2141
    Jasper’s Computer
    Yes
    Service Objects
    Equipment
    IDES uses equipment as technical reference objects for services. An equipment master record exists for each workstation delivered to a customer. This means that each work station is an individual, physical object, which is viewed individually from the service perspective. The equipment master record also has serialization data (a unique combination of material number and serial number). This ensures that the equipment is also recorded for stock purposes as a serialized material.
    Functional Locations
    The equipment delivered to the customer is included in a functional location. The functional locations are used to organize the customer’s company structure according to functional and spatial viewpoints. Assuming that a hierarchical structure exists, the following list shows the highest level of the relevant location hierarchy.
    Functional Locations
    Description
    1171
    Hitech
    1172
    CBD Computer Based Design
    1177
    Computer Competence Center AG
    1032
    Institute for Environmental Studies
    1034
    ERL Freiburg
    2141
    Jasper’s Computer
    14 April 2001
    SAP AG Customer Service (CS)
    Characteristic Values and Special Features
    Bills of Materials
    The BOM of this material is used to describe the structure of the service object. This material BOM is indirectly assigned to each equipment through the construction type entered in the equipment master record. The BOM is also used to enter components and spare parts in Service Management.
    The following list describes the BOM of material R-1001:
    Material
    Description
    R-1001
    Maxitec R-3100 Personal Computer
    Component
    Description
    R-1111
    Main circuit board 3100
    R-1120
    Cable 220/235 V with safety plug
    R-1130
    Keyboard, English international
    R-1140
    PAQ screen, 17”, color
    R-1150
    Floppy disk drive, 3.5”, HD
    R-1160
    Hard disk, 4.3 GB
    R-1170
    Slimline PC casing
    Service Products
    The services provided by IDES are described as service products using a product master record. In those cases in which the characteristic attributes of the given service have varying characteristics, the services are offered as either configurable or pre-configured products.
    The following list shows the material numbers of the service products used in the IDES services:
    service product
    Description
    Comment
    HOTLINE_SERVICE
    Hotline service
    Configurable
    HOTLINE_SERVICE_A
    Hotline service package A (Mo-Fr/3h)
    Pre-configured
    HOTLINE_SERVICE_B
    Hotline service package B (24h/3h)
    Pre-configured
    PC_SERVICE_CONF
    PC Service
    Configurable
    PC_SERVICE_CONF
    PC Service plus
    Pre-configured
    REPAIR_SERVICE
    Desktop repair service
    INSPECTION_SERVICE
    Inspection service
    Configurable
    SM-PCREP
    PC repair
    SM-NETINST
    Network installation
    Configurable
    April 2001 15
    Customer Service (CS) SAP AG
    Characteristic Values and Special Features
    Service Contracts
    IDES contains all the service contracts listed in the table below. The table lists the customer number and the characteristic attributes of each contract. The technical reference object of the contracts is the functional location. Provided that a location hierarchy exists, the highest level of this hierarchy is the reference object. The contract therefore comprises all equipment included in a functional location of the customer.
    Document number
    Customer
    Characteristic attribute
    40000073
    1032
    Configurable service product
    Transfer from response profile and service profile to service notifications
    Variant conditions
    Price agreement in the form of a percentage discount for individual spare parts
    Reference object = functional location 1032
    40000074
    1034
    Configurable service product
    Transfer from response profile and service profile to service notifications
    Variant conditions
    Price agreement in the form of a percentage discount for individual spare parts
    Reference object = functional location 1034
    40000075
    1172
    Pre-configured service product
    Transfer from response profile and service profile to service notifications
    Price agreement in the form of a percentage discount for the material group “spare parts” and for individual spare parts; Condition exclusion for transfer to spare parts orders or for resource-related billing
    Reference object = functional location 1172
    40000076
    2141
    Simple service product
    Price agreement in the form of a 100 % discount for the material group “spare parts”
    Reference object = functional location 2141
    16 April 2001
    SAP AG Customer Service (CS)
    Characteristic Values and Special Features
    Periodic Billing and Settlement
    The service contracts available in IDES are billed and settled monthly by job processing. This automated periodic billing and settlement ensures that the sales information system and Profitability Analysis are continually supplied with data from Service Management.
    The billing and settlement is executed by the jobs SM_01 and SM_02, which are automatically started by the system at the beginning of each month with the user name IDADMIN (see System → Services → Jobs → Job Overview).
    April 2001 17
    Customer Service (CS) SAP AG
    Note for IDES Processes in the Customer Service Area
    Note for IDES Processes in the Customer Service Area
    Each IDES process in the area of Customer Service can be executed using data existing in the system, independently from other processes. The sequence of the processes, however, also enables you in some processes to use data that you created in a preceding process. If this is the case, the accompanying process documentation describes both possibilities.
    In the process for the controlling of services, the report displays current data even if the preceding processes have not yet been executed. This is because the service contracts in IDES are billed and settled automatically each month.
    18 April 2001
    SAP AG Customer Service (CS)
    Service Processing
    Service Processing
    Selling a Serialized Product and Creating an Equipment Master Record
    Customer Service - Spare Part Delivery
    Performing a Service Order and Billing
    Returns and Repair Processing
    Creating a Service Order from a Sales Order
    Processing Telephone Calls in a Call Center
    April 2001 19
    Customer Service (CS) SAP AG
    Selling a Serialized Product and Creating an Equipment Master Record
    Selling a Serialized Product and Creating an Equipment Master Record
    Purpose
    The customer orders a personal computer. During outbound delivery, serial numbers are used to determine which individual units of the material are to be delivered to the customer. IDES uses equipment as the technical reference object for service processing. This means that you need to create additional equipment data following the outbound delivery to a customer.
    Process Flow
    You can find the data for this process under .
    1. Creating a Sales Order for a Serialized Product
    2. Creating a Delivery
    3. Creating a Billing Document
    4. Checking the Sales Document Flow (Optional)
    5. Creating the Equipment Data
    6. Related IDES Processes
    20 April 2001
    SAP AG Customer Service (CS)
    Data Used During This Process
    Data Used During This Process
    Field
    Data
    Description
    Order type
    TA
    Order type (SD)
    Sales organization
    1000
    Sales organization (SD)
    Distribution channel
    10
    Distribution channel (SD)
    Division
    00
    High-tech division (SD)
    Sold-to party
    1171
    Customer number
    Material
    R-1001
    Desktop Computer
    Plant
    1200
    Warehouse number
    012
    Warehouse Dresden / Atlanta
    Business area
    8000
    Business area
    Maintenance planning plant
    1200
    Planning Plant (PM)
    Maintenance plant
    1200
    Maintenance Plant (PM)
    April 2001 21
    Customer Service (CS) SAP AG
    Creating a Sales Order for a Serialized Product
    Creating a Sales Order for a Serialized Product
    1. Call up the transaction as follows:
    Menu Path
    Logistics → Sales and Distribution → Sales → Order → Create
    Transaction Code
    VA01
    2. Enter the following data:
    Field
    Data
    Order type
    TA
    Sales organization
    1000
    Distribution channel
    10
    Division
    00
    3. Choose .
    4. Enter the following data:
    Field
    Data
    Sold-to party
    1171
    Purch. order no.
    TA-1171-SM
    Req. deliv. date
    Current date + 7 working days
    Material
    R-1001
    Order quantity
    2
    5. Choose .
    6. In the dialog, box choose .
    The system produces a BOM explosion. This generates additional items which serve as an explanation.
    7. Choose the Shipping tab page, and note the material staging date of the first item.
    8. Choose .
    9. Make a note of the sales order number.
    10. Choose until the overview tree appears.
    11. In the dialog box, choose No.
    22 April 2001
    SAP AG Customer Service (CS)
    Creating a Delivery
    Creating a Delivery
    1. Call up the transaction as follows:
    Menu Path
    Logistics → Sales and Distribution → Shipping and Transportation → Outbound Delivery → Create → Single Document → With Reference to Sales Order
    Transaction Code
    VL01N, LT03
    2. Enter the following data:
    Field
    Data
    Shipping point
    1200
    Selection date
    Material staging date
    Order
    Sales order number
    From item
    No entry
    To item
    No entry
    3. Choose .
    You now see the overview screen for the delivery document.
    4. Select the first item, then choose Extras → Serial numbers.
    The Maintain Serial Numbers dialog box appears.
    5. Choose .
    6. In the Serial number selection screen area, enter the following data:
    Field
    Data
    Plant
    1200
    Storage location
    0001
    7. Choose .
    The system produces a list of serial numbers occurring in the specified plant and storage location.
    8. Select the first two entries in the list, then choose .
    9. Make a note of the selected serial numbers.
    10. Choose .
    11. Choose Subsequent functions → Create transfer order.
    12. In the dialog box, choose Yes.
    13. Enter the following data:
    Field
    Data April 2001 23
    Customer Service (CS) SAP AG
    Creating a Delivery
    Warehouse number
    012
    Plant
    1200
    Delivery
    Proposed by the system
    Foreground/Background
    Background
    Adopt picking quantity
    2
    14. Choose .
    15. Note the delivery number.
    The system creates a transfer order for picking the delivery quantities. The option 2 (Adopt picking quantity) means that the goods issue is posted immediately for that delivery.
    16. Choose until the overview tree appears.
    24 April 2001
    SAP AG Customer Service (CS)
    Creating a Billing Document
    Creating a Billing Document
    1. Call up the transaction as follows:
    Menu Path
    Logistics → Sales and Distribution → Billing → Billing Document → Create
    Transaction Code
    VF01
    2. Enter the following data:
    Field
    Data
    Document
    Your delivery number
    3. To display the overview of the billing item, choose .
    4. To create the billing document, choose .
    You see the number of the new billing document. The system posts the corresponding accounting documents in the background.
    5. Choose until the overview tree appears.
    April 2001 25
    Customer Service (CS) SAP AG
    Checking the Sales Document Flow (Optional)
    Checking the Sales Document Flow (Optional)
    1. Call up the transaction as follows:
    Menu Path
    Logistics → Sales and Distribution → Sales → Order → Display
    Transaction Code
    VA03
    2. Enter the following data:
    Field
    Data
    Order
    Your sales order number
    3. Choose .
    You now see the document flow for all documents involved in this sales process. To display any of the documents, position your cursor on the relevant line, then choose Display document.
    4. Choose until the overview tree appears.
    26 April 2001
    SAP AG Customer Service (CS)
    Creating the Equipment Data
    Creating the Equipment Data
    Use
    When the PC has been delivered to the customer, you create equipment data for the individual items.
    Procedure
    1. Call up the transaction as follows:
    Menu Path
    Logistics → Customer Service → Technical Objects → Serial Numbers → List Editing → Change
    Transaction Code
    IQ08, IQ02
    2. Enter the following data:
    Field
    Data
    Material
    R-1001
    Current customer (in the Serial number selection screen area)
    1171
    3. To start the serial number selection, choose .
    4. Select the serial numbers you have noted.
    5. Choose .
    6. Choose Equipment view.
    You can also maintain the equipment data.
    7. Choose the Sales and Distribution tab page.
    8. Enter the following data:
    Field
    Data
    Sales org.
    1000
    Distrib. channel
    14
    Division
    00
    9. Choose the Organization tab page.
    10. To confirm possible warning messages, choose .
    11. Enter the following data:
    Field
    Data
    Company code
    1000
    Business area
    8000
    Planning Plant
    1200
    Planning group
    200
    April 2001 27
    Customer Service (CS) SAP AG
    Creating the Equipment Data
    Main WorkCtr
    PC-SERV / 1200
    Catalog profile
    PC
    12. Choose .
    13. To confirm possible warning messages, choose .
    14. Choose .
    You can now process the second serial number. Make the same entries for this serial number.
    15. Choose until the overview tree appears.
    28 April 2001
    SAP AG Customer Service (CS)
    Related IDES Processes
    Related IDES Processes
    You could now continue with one of the following business processes:
    1. Customer Service - Spare Part Delivery
    2. Processing a Service Order and Billing
    3. Returns and Repair Processing
    April 2001 29
    Customer Service (CS) SAP AG
    Service Management - Spare Part Delivery
    Service Management - Spare Part Delivery
    Purpose
    The customer reports a damaged part on a piece of equipment. The information about the equipment, customer, and damage is stored in a service notification. The object information screen displays the structure of the equipment (material number of the spare parts).
    A sales order is generated directly from the notification and processed when the spare part information is entered. When the notification is saved, the sales order is also saved in the background.
    Process Flow
    You can find the data for this process under .
    1. Creating a Service Notification and a Spare Parts Order
    2. Creating a Spare Parts Order
    3. Creating a Billing Document
    Instead of working with the defaulted equipment number, you can also create your own equipment number if you first run the process Selling a Serialized Product and Creating an Equipment Master Record .
    30 April 2001
    SAP AG Customer Service (CS)
    Data Used During This Process
    Data Used During This Process
    Field
    Data
    Description
    Warehouse number
    012
    Warehouse Dresden or Atlanta
    Plant
    1200
    Plant of the model company
    Material number
    R-1001 R-1120
    Desktop Computer cable / spare part
    Sales organization
    1000
    Sales organization (SD)
    Distribution channel
    14
    Distribution channel (SD)
    Division
    00
    Division (SD)
    Sold-to party
    1171
    Customer number
    Equipment
    10003562 or equipment from previous process
    Equipment (PM)
    Planning plant
    1200
    Planning plant (PM)
    April 2001 31
    Customer Service (CS) SAP AG
    Creating a Service Notification and a Spare Parts Order
    Creating a Service Notification and a Spare Parts Order
    1. Call up the transaction as follows:
    Menu Path
    Logistics → Customer Service → Service Processing → Notification → Create (Special) → Problem Notification
    Transaction Code
    IW54
    2. Enter the following data:
    Field
    Data
    Equipment
    10003562 or equipment from previous process 3. Choose .
    4. Choose the Contact person address tab page.
    5. Enter the following data:
    Field
    Data
    Description (notification)
    Defective cable, replacement required.
    Contact person
    Choose a contact person using the F4 help
    You access the list of contact persons by positioning your cursor in the second entry field of the Contact person line and choosing the F4 help button.
    In the Hit List dialog box, position your cursor on a contact person and choose .
    6. Choose .
    7. To check the object information for your equipment, in the Reference object section, choose .
    8. In the Object Information dialog box, choose (Obj. Display section).
    The system displays information about spare parts that you can use for your object.
    9. To return the to the Create Service Notification: Service Notification screen, choose , then choose.
    10. To create the spare parts order for the customer equipment directly from the service notification, choose Service notification → Create sales order → Standard.
    11. Enterr the following data:
    Field
    Data
    Purch. order no.
    ERS-1171-SM
    Material
    R-1120
    Order quantity
    1
    32 April 2001
    SAP AG Customer Service (CS)
    Creating a Service Notification and a Spare Parts Order
    12. Choose .
    13. Choose the Shipping tab page and note the material availability date.
    14. Choose .
    15. Choose .
    The system saves the notification and the sales order. Make a note of the notification and sales order numbers.
    16. Choose until the overview tree appears. In the dialog box, choose No.
    April 2001 33
    Customer Service (CS) SAP AG
    Creating a Spare Parts Order
    Creating a Spare Parts Order
    1. Call up the transaction as follows:
    Menu Path
    Logistics → Sales and Distribution → Shipping and Transportation → Outbound Delivery → Create → Single Document → With Reference to Sales Order
    Transaction Code
    VL01N, LT03
    2. Enter the following data:
    Field
    Data
    Shipping point
    1200
    Selection date
    Material availability date
    Order
    Number of your order
    From item
    No entry required
    To item
    No entry required
    3. Choose .
    4. Choose Subsequent functions → Create transfer order.
    5. In the dialog box, choose Yes.
    6. Enter the following data:
    Field
    Data
    Warehouse number
    012
    Plant
    1200
    Delivery
    Proposed by the system
    Foreground/background
    Background
    Adopt pick. quantity
    2
    7. Choose .
    The system creates a transfer order for picking the delivery quantity. The option 2 (Adopt picking quantity) means that the goods issue is posted immediately for that delivery.
    8. Note down your delivery number.
    9. Choose until the overview tree appears.
    34 April 2001
    SAP AG Customer Service (CS)
    Creating the Billing Document
    Creating the Billing Document
    1. Call up the transaction as follows:
    Menu Path
    Logistics → Sales and Distribution → Billing → Billing Document → Create
    Transaction Code
    VF01
    2. Enter the following data:
    Field
    Data
    Document
    Your delivery number
    3. To display the overview of the billing items, choose .
    4. Choose .
    The system posts the corresponding accounting documents in the background.
    5. Choose until the overview tree appears.
    April 2001 35
    Customer Service (CS) SAP AG
    Performing a Service Order and Billing
    Performing a Service Order and Billing
    Purpose
    In response to a problem notification, a service order is created for the repair of an installed equipment at the customer site. After completion of the service order, the repair is billed to the customer.
    You can find more information about this process under .
    Process Flow
    You can find the data for this process under .
    1. Creating the Initial Situation
    2. Entering a Problem Notification and Creating a Service Order
    3. Processing a Service Order
    4. Confirming a Service Order
    5. Creating a Billing Request (Resource-Related Billing)
    6. Creating a Billing Document
    7. Settling and Completing the Service Order
    8. Displaying Line Items in Profitability Analysis
    9. Displaying a CS Report in Profitability Analysis
    Instead of working with the default equipment number, you can also create your own equipment number if you first run the Selling a Serialized Product and Creating an Equipment Master Record process.
    36 April 2001
    SAP AG Customer Service (CS)
    April 2001 37
    Customer Service (CS) SAP AG
    Additional Process Information
    Additional Process Information
    The following, additional information is aimed at IDES users who are already with familiar with Customizing for the application components CS (Customer Service) and SD (Sales and Distribution). The aim is to show the billing of a service order from a Customizing perspective using the data contained in this process. Because this text refers to this IDES demo, you should read it after completing the process flow.
    Dynamic Item Processor Profile (DIP Profile)
    Derivation of Sales Materials
    When you execute the service order, costs are incurred due to internal activities, external activities, or material consumption. These costs are posted to the service order, where they form the basis for a billing request. The service order is billed to the customer using the billing document generated by the billing request. The cost data of the order are converted to billing request items through dynamic items. These dynamic items are created when the billing request is generated. You copy information from the service order. The R/3 System uses this information to generate the billing request items. The rules for structuring the dynamic items and for converting these items into material numbers for the billing request items are defined) in Customizing using the dynamic item processor profile (DIP profile).
    You also use Customizing to determine that DIP profile 00000001 is the automatic default for service order type SM02, which was used to create the service order in this IDES process.
    (see SAP Reference IMG: Plant Maintenance and Customer Service → Maintenance and Service Processing → Maintenance and Service Orders → Functions and Settings for Order Types → Credit Limit Checks, Sales Document Types for Service Orders).
    In this IDES process, order costs are incurred due to two activity confirmations with activity type 1410 for cost center 4100, and due to the consumption of materials R-1150 and R-1160. The rules of the DIP profile 00000001 are explained based on this information.
    (see SAP Reference IMG: Plant Maintenance and Customer Service → Maintenance and Service Processing → Basic Settings → Quotation Creation and Billing for Service Orders → Profiles for Quotation Creation, Billing, Results Analysis).
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    38 April 2001
    SAP AG Customer Service (CS)
    Additional Process Information
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    April 2001 39
    Customer Service (CS) SAP AG
    Additional Process Information
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    40 April 2001
    SAP AG Customer Service (CS)
    Data Used During This Process
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    Distribution channel
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    Distribution channel (SD)
    Division
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    Division (SD)
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    Maintenance plant
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    April 2001 41
    Customer Service (CS) SAP AG
    Creating the Initial Situation
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    42 April 2001
    SAP AG Customer Service (CS)
    Entering a Problem Notification and Creating a Service Order
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    9. Choose .
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    Check/change hard disk + CD disk drive 11. Choose .
    April 2001 43
    Customer Service (CS) SAP AG
    Entering a Problem Notification and Creating a Service Order
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    15. Select W/o print, then choose .
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    44 April 2001
    SAP AG Customer Service (CS)
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    Customer Service (CS) SAP AG
    Processing a Service Order
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    46 April 2001
    SAP AG Customer Service (CS)
    Confirming a Service Order
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    Field
    Data
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    Deselect
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    Work end
    Current date
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    6. Choose .
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    Field
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    Order
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    April 2001 47
    Customer Service (CS) SAP AG
    Confirming a Service Order
    11. Enter the following data:
    Field

  • Not getting updates and horrible customer service

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    Hello amc926
    Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you.
    Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
    Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions.
    To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".
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