Poor services and Harrasment

This is Amit K. Singh from NDRI, Karnal. I am one of your customer using CQ40 laptop (s/n- [text removed for privacy], p/n-VQ969PA#ACJ), purchased on 22nd of December 2009 from S.K. Technology Karnal. I have noticed a very weak battery backup of my laptop so as to resolve I lodged a complain on 16th of December 2010. With the case id (4623713247) I visited to the nearest service center at Mughal Canal, Karnal. At that time the engineer had noticed just 20-25 minutes of battery backup but even after he declared it fit and un replacable. They told me that the battery is weak but not replaceable. Even after my request they did not show any concern and gave my system back to me after 24hours of their worthless examination. Within 10 days of their examination the battery gone wrecked and showing replaceable with 15min back up.
Second time I have consulted with cc executive on 6th Jan 2011 and they assured about resolving problem but again service center guys denied as my system is out of warranty so they cannot replace.
Now, two things which I really want to know that how a battery is pursuing good condition with having just 20min of back up and another thing is, if customer care executive cannot tell anything certain about the product then how they got the rights to harass their customer. They make me move and make me left my work for atleast 10 times but not a single time responds me positively.
I bought hp product not because it is cheaper but after getting positive feedback from my friends. They told me about the quality of hardware and the positive response of customer care towards any issue. Thereafter I made my mind to buy it. Students in our institution are buying atleast 200 of your laptops every year. But after having such irresponsible and annoying response of your customer service center, I am feeling very deep un-satisfaction on issues. So, how can I think about referring anyone else to buy your product after being harassed so badly.
I have already send this mail to Mr. Santokh Singh. And Today got a call from Mr. Kaushik a representative of InTarvo, Gurgaon but he is also giving me a similar kind of answer. My queries are the same.
Please take pain to justify it.

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Poor service and no solution after 4 years of trying - Northern Illawarra area of NSW

Dear all, I am a resident of Stanwell Park in NSW, having moved to the area in 2011. Despite our new home being connected to ADSL2+ under the former owner, Telstra advised that they could not connect us soon after we bought the home. This is despite Telstra agreeagreeing to connect the service prior to our purchase. Over the ;last 4 years we have had nothing but grief from Telstra. We have been to the ADSL2+ Exchange website after believing that the three providers listed could provide a solution. But alas, they all used the Telstra line and advised that the Telstra line was not serviceable due to packet loss and slow Internet speed. So our only solution - given we run a consulting business - has to been to purchase wireless broadband from Telstra at more than $400 per month (including two work mobiles). But even that hasn't worked, with Telstra taking our tower out of service frequently, including 6 days over the past fortnight. The most recent period follows difficulties experienced continuously over the past 6 months. I have lost count of the number of times we have spoken with Telstra - we have just about spoke to everybody including the condescending staff of the Customer Support Centre in the Philippines. On a number of occasions we have called to seek correction of high levels of excess data charges owing to pent up downloads arriving in a billing month after weeks of no or limited service in the prior month. What is more, we are paying normal charges for a service that is regularly unavailable - both mobile and wireless broadband. We are now in contact with the TIO who are seeing what they can do. Over the weekend, we started a Facebook page called '2508 Disconnected' and have been stunned by the response of the community. With more than 179 likes in less than 48 hours (and a post reach of more than 2000), we have learnt that this is a hot issue for many in our community. Respondents have cited problems where all communications have been poor, affecting people living in retirement homes and resulting in an unreliable mobile and Internet service in an area that is renown for bushfires!! We have all had enough and are going via the media and the politicians to see if we can actually get someone to take us seriously. After all, we are just 15kms from the southern suburbs of Sydney - not in the middle of Australia!!

No DanK. Interestingly, that was the first question we were asked almost 4 years ago. Since that time, we estimate that we have made more than 40 calls on this issue, and had three visits from technicians. We were first told (early 2011) that the problem was 'packet loss' owing to our being too far from the exchange (and that Telstra took the opportunity to use the home ownership change to remove a service account that was sub-optimal). When we replied by saying that any connection was better than none, we were then told that there were no available ports (late 2011). We let it lie at this point and went on to a much more expensive wifi solution - currently pay more than $400 per month in standard mobile and mobile broadband charges.
We then learned, quite by accident from a casual conversation with a Telstra technician, that there were actually a number of available ports. The technician was less than complimentary about Telstra service and support staff. Ww then spent the next two years - yes, that is TWO YEARS - going backwards and forwards with Telstra (and other potential providers). We have heard every excuse in the book. We have heard claims that service is available only to be told that it is not. We have read media statements that Telstra advises the problem will be rectified by the NBN roll-out in early 2015, only then to be told that no Telstra representative made any such statement to the Illawarra press.
Needless to say, Telstra's name is mud down here in the Northern Illawarra (population of more than 20,000 and over 7000 dwellings). No amount of running around donating $1000 here and there to community organisations is going to pacify the outrage. The outrage is building and we are working hard to focus it for change. So please dont be so condascending by taking me back four years with such a basic question - it is insulting to all of us here in the 2508/2515 local area who are fed up with being fed BS by Telstra.

Poor service and the saga of the Home Hub 2.0

Since upgrading to Total broadband 3 earlier this year, I've had problems with the Home Hub 2.0 (type a). It keeps locking up/crashing. Its the home hub rather than the broadband connection, which when used with a Linksys modem router works fine.
I've run through usual fault finding and rectification - hard reset, plugging into test socket, countless line tests. of course trying to get BT call centre staff to understand its the home hub thats playing up/at fault, not the connection, is like banging ones head against a very hard wall. For a piece of equipment less than a year old it should work without problem. And I was tempted to go to PC world and buy a replacement modem, but decided to preserve with BT's 'help' desk.
Over the past 3 or 4 months I've probably made one help desk call about the same issue each month. Have to repeat myself time and time again and get fobbed off with another excuse, or promise of call back.
Eventually got through to a supervisor - after insisting when a call log was closed and marked 'resolved' when we were still having the problems and hadn't had a call back. Repeated my issues for the 4th or so time, went through what I had done to date (restore to factory settings, checking its logs, etc etc) he finally consented to send a replacement home hub.
I get an email telling me it would be delivered on the 6th before 6pm. But of course it wasn't. And I did as the email said, and tried to phone the number to say it hadn't arrived only to get an answer phone message saying the help desk was shut.
So wasted my lunch break today on the phone to BT trying to find out where it was, only to learn that BT had posted it to a previous address which I haven't lived at for 4 years. Well done BT, it takes real skill to be that rubbish.
Fingers crossed another new one is on its way to the right address.
I have however a couple of questions, which as I can't face phoning the call centre again I thought I'd post on here:
1) How on earth did BT manage to send the replacement home hub it to the wrong address? Especially since the original one was sent to the correct address & my delivery address is set correctly on the web portal and the agent handling the call confirmed the address? - and what are you going to do to ensure it doesn't happen again (dare I mention data protection - as the home hub pack presumably has some personal details on it..)
2) In the final call today I was asked for my date of birth and mothers maiden name so they could add it to the account - afterwards having not been asked by BT for this before on countless calls I wondered is this standard practice - or should I now be worried?
3) How do you have a sensible discussion with someone - preferably in the UK - about the customer experience? As mine as has been rubbish (you might be able to tell from the tone of this post), and I'm regretting ever having upgraded and wishing I had instead gone to another broadband provider.
4) Given that issues with certain models of home hubs seem to be known issues (at least to google) why do the call centre agents always focus on the broadband connection -(typical conversation with an Agent "..so your connection keeps dropping", Me: "No the connection is fine. The home hub has crashed again". Agent "So your connection has dropped"? and on and on) rather than actually listening to the customer. (Can you reset it - yes already have, several times and so on)
Any answers from a moderator would be welcome.
I am actually happy with BT's broadband product, and don't want to have to go through the hassle of changing provider, I'm just disgruntled at how bad the home hub has been, and how poor the customer service has been.
Thanks.

Hi EKandrew,
To be honest I have not heard of the hub locking up before. The questions you have been asked by our helpdesk are aimed specifically at your connection as most problems tend to occur here, either with slow speed or hub drops etc.
Could you be more specific in how the hub locks/crashes? What do you notice when this happens? What way do you have your connection set up?
As much info as possible would help
In answer to your questions:
1/ Sometimes we have an old address still on your account and this has not been updated for packages/correspondance.
2/ Nothing to worry about, we ask these questions for additional security. If you have quoted your account number previously this is normally enough for most things however the advisor probably just noticed we didnt have this info on file.
4/ As above, this is not a common problem and most issues that come to us are to do with your connection.
Thx
Craig
BTCare Community Mod
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Poor, poor service and STILL waiting for a callbac...

The following information is a partial capture of the service standards that we have received from BT that has led to our complaint being made. Following this extended period of time we have had to take a considerable amount of our time to try to resolve this issue. We have spent a considerable amount of time waiting for calls that haven’t been forthcoming and waiting for engineers. When we did push for an engineer (otherwise we would be waiting for another week of intermittent service) he showed up and had no notes or any idea why we had requested his call out!
You will notice that the last entry that we have made is for August 31st 2012. We have decided that our time is too important to waste on an organisation that cares so little about their customers that they cannot be bothered to follow up and resolve outstanding issues. The complaint has been sent on September 10th 2012.
Between August 31st and September we have heard nothing about resolving this complaint from BT, despite assurances that that somebody would resolve the issues raised.
The overall standard of service of BT has fallen what I would expect as a basis standard and in many cases has been deliberately evasive and obstructive. Frankly, this is the kind of shabby service that is difficult to reconcile with the image of a cutting edge communications provider in 2012.
We can only emphasise just how let down and disappointed that we are with BT.
9th August
We experienced intermittent problems with the broadband connections causing issues with BT broadband, Vision and BT Anywhere mobile.
We contacted BT to report the problem. It was confirmed that someone from the Technical Team would look into it.
We spoke with technical team and confirmed that they would complete checks and call back within a specific time.
10th August
We had continued issues with broadband, vision and mobile. Losing connection every 3-4minutes throughout the day between the hours of 9 and 6
13th August
We contacted BT again to confirm issues still ongoing and broadband intermittent throughout the day. We were assured that line checks would be carried out and were contacted at 9-45pm to explain that the situation would be resolved.
Various diagnostic attempts were made over this period involving changing filters, unscrewing the phone plate at BT’s request etc…. We were told that it was probably a faulty filter- even though it had been changed…..
I received a call a couple of days later when I was at work and a co-worker dealt with it. He said the call referred to the BT fault but no message was left.
In the meantime we received a call from a marketing team offering to sell us BT infinity ‘at no extra cost’…. This would resolve our issues and we understood this call to be part of the ongoing service issue.
23rd August. After 6pm
We called through to report a fault again and was on hold for 28 minutes. 13 minutes in I spoke with someone and as I had gone through about the telephone was told it was the wrong department and they would put me through to the broadband team. Total hold time 28 minutes
Asked to speak with a manager
Ashalt came on the phone and said that he would speak with a manager in the ‘level two team’ and find out what was happening. I said that I wanted compensation for the issues and the amount of time that this has taken with both myself and my partner. I said that it was not acceptable for this to have taken over 3 weeks to get this sorted.
He said that he would call me back to discuss compensation as I would definitely receive compensation for this.
I was put on hold and then his operator came back on the phone to say that she was putting me through. I explained that this was not what was agreed and that the manager was going to come back to me. She said that they have my telephone number and would call me after the call.
Was advised would put me through to the Level 2 technical helpdesk as this is where it had been escalated and they would find out when an engineer would be sent around.
Upon being transferred through to Level 2 the lady did not know why I was being put through. I had to explain everything again.
She then completed the following script again:
Apologies for inconvenience
Checking the line
Taking time with the check
Problem at the exchange
Sent a previous request to the wholesale team and they didn't find a problem
Send a further request
I explained that we were telephoned to say that due to our complaint they would install BT Infinity as this would help the situation. The lady confirmed that the issue needed sorting out as would still get the same problems.
I asked if i had been miss-sold BT Infinity to which she said yes.
Line test results completed and nothing is showing as an error. Explained that someone would need to come and physically check the line. Then told that if there is a fault in the flat we would be charged £99. I confirmed that we did everything that was asked of us and couldn't understand why it would be in the flat. It was again repeated that if there is a fault in the flat then we would get charged.
The ‘customer service’ operative confirmed that the earliest date for an engineer call out would be Tuesday between 8-1. We suggested that this was not acceptable and that we would be without proper broadband for the whole bank holiday weekend. The lady said that's the earliest available time. She said that she was not sure why an engineer had not been called already
Confirmed that manager a would call back to discuss compensation. We never received call.
Saturday 24th August
The BT engineer came today and fixed the problem within 20 minutes. The fault appeared to be with the connection from the terminal box outside and how our home line was attached to that. The engineer said that he had no notes relating to why we had called him out and was in the dark initially as to what the problem was. Once again we explained the problem.
We called the cancellation team to find out whether or not there would be any charges related to cancelling all of our BT services. Spoke with John.
John confirmed that there would be a cost of 159.91. I asked John for clarification of this. He said that we entered into a new 18 month contract on the 27th February. I did not know what this was for and asked for the call to be listened to. John said that they would have needed to confirm that there would be a new 18 month contract otherwise it would be invalid. John said it would take 7days for the call to be listened to. I asked for a full transcript of the call and John said that this would be provided. I asked if these were the only charges as we also have a mobile. John said that was the only figure being given to him. John offered to give me the telephone number 0800 169085.
We called this number and were put through to the Welsh Language team - Michelle. She then tried to put s through to the correct department. We then went through to the offshore team who then tried to put us through to the correct Team who then put him through to "I'm sorry the number you dialed has not been recognised".
Called through again to BT 150 number and went through to Rebecca. She managed to find the correct number and put me through to Maureen. Maureen checked the cancellation charges and advised the same figure. Maureen confirmed that she would put a note on the account as well to confirm that this would be the only cancellation charge.
Correct number 0800 0322111
12.58
We received a call from a gentleman pertaining to be a manager. When question he had no idea why he was calling me and thought it was just to check that the broadband was working. I explained that this was a complaint and that a manager was to call me back. He admitted he was not a manager. He was called Jude.
Jude transferred me through to Molly who was a manager and the phone was cut off.
Molly then called back. I summarised the situation to her (again) and she confirmed that again it was unacceptable. I asked why I was not receiving a call back from the manager that had promised me the call. She could not comment. I asked why I was receiving the call at the very end of my call back slot as this would mean that I would not have to waste even more of my time. Again she could not comment on this.
She confirmed that she would definitely help with compensation and that we have been reporting the fault since 9th August I confirmed that 160.00 would be a good starting point. I also asked several times that I wanted a full transcript of all of the calls made. This to date has not been forthcoming. I confirmed that I had been lied to on several occasions, had been given incorrect information, had not received callbacks when I had been promised them even by senior managers.
I mentioned that the service appeared to be working. Molly said that they would need to wait 48 hours before been able to close off the overall complaints process.
I asked when we would be discussing the compensation. She put me on hold and said that she would need to speak with the billing team. She then came back on the line to explain that any adjustment would take 48 hours. I said that so basically they haven't said anything and you still need to wait for 48 hours.
She said that she would call me back on Monday. I confirmed that this was a bank holiday and asked if she was actually working on that day. She confirmed that she would. I mentioned again that it was a bank holiday but she said that she was working. She asked me what time I would like a call back. I asked her what time she started work and she said at 8am. I asked for a call back at 8am. She agreed and confirmed to this.
We then received a call on my mobile from apparently Molly's manager confirming that we would get a phone call from Monday between 8-9 o’clock am and that they would call within that timescale.
Monday Bank Holiday
No call received. Called through to check at 13.47 and advised offices are closed as it was a Bank Holiday
Tuesday 28th
Call received and missed at 14.38
Call returned by me at 16.54
I requested to speak with the customer complaints manager on hold for 12 minutes.
The operator advised that he wanted to put me through to level 2 technical support. I said that I did not want to go through to them as they were incompetent and incapable of dealing with this situation and it is very disappointing that I am having to call again and chase.
Requested to speak with a manager
Sunny came on the phone and I confirmed that I wanted to make a complaint and that I was not happy. Sunny attempted to put me through to the level two technical team again and I insisted this was not the nature of the call. I wanted to complain. Sunny said that I had not mentioned this and that he could try and deal with the complaint.
I asked to speak with the center manager and advised that his manager was Rhuel. He then said that he was not allowed to give me the name of the center manager as he was not authorised.
I explained also that we were mis-sold BT Infinity as we had received a call confirming that they were calling on the back of our issue and that if we had BT infinity it would rectify this matter. We were later advised that even BT Infinity would not have worked until the issue was rectified.
Complaint finally logged under the following reference:
VOL012-xxxxxxxxxxx
Fault logged under reference:
VOL051-xxxxxxxxxxx
Sunny then advised that I should call the billing team myself as he only had a limit of £10 compensation. I explained that I cannot understand why I needed to do this and that they could not do this as part of the complaints procedure. He said it would be quicker if I did this. We agreed I would call and then he would call me back on Wednesday between 5-6 pm.
Sunny did not call back.
Tuesday 28th August 18.22
I went through to billing team and I was offered £16.42. I asked about waiving the £160 charge and was told that I would have known about being entered into a contract again. I confirmed that this was not discussed in the call of the 27 February. I was advised that I would have been sent out information and I should have read it. This ‘information’ has never been received. I confirmed that I was not happy with this and asked about about the compensation for my time and emotional distress. It was explained to me that BT don't give out money for that. I asked to speak with a manger
I was told that Jason Puchowski (who I was told was the manager) was not available and that he would call me back in 48 hours. I explained that this was not acceptable. The operator confirmed that Mr Puchowski would call me back the following day at a time between 2 and 3 pm.
No phone call from Jason was received
Wednesday 29th August 5.27
I received a call asking me if my broadband has been resolved. Understandably I was very annoyed with this as it was not Sunny or Jason calling me back but one of his team who had no idea of what the problem was. He had not even got another manager to call me back. I asked to speak a manager
I was put through to Sagarika who apparently is Sunny's manager. She said that it was due to personal circumstances that Sunny could not make the call.
I again explained the situation and that a call had not received a call from Jason. She confirmed what I was saying in that the service was unacceptable, upsetting and distressful and that the current offer for compensation was unacceptable.
I repeatedly asked to speak with the Centre Manager which by the terms of your complaints policy I was allowed to ask for this. I was advised that she was not allowed to give out those details.
I asked for the email contact for the center manager as I was putting together the complaint for Offcom and wanted to copy him in. She asked me not to do that and that she would try and resolve this.
Sagarika said that she would look into this to see what she could do and call me back that evening between 7-8 pm.
No call back received
Friday 31st August
No call back received from either manager. I had received a text from BT confirming that my direct debits were cancelled. I went online to try and reset them but couldn't do this and went through to the billing team.
Spoke with a very helpful individual who reset my direct debits. I asked if he was aware of a manager called Jason Puchowski. He said that he was. I explained a little to him about the situation and circumstances and he said that he would instant message Jason. A reply came back to say that Jason was away from his desk. Then an email was sent to Jason and the operator, who originally took my call, confirmed that I was calling and that I was very upset. He forwarded to Jason that not only did I not receive a phone call within the agreed time slot but did not receive one within 48 hours.
This was the last communication that we have received from BT on this issue.
The only communications that we have received from BT is to tell us to return their ‘BT Infinity’ box within 2 weeks or we will be liable to pay a fee.
it is now Tuesday 25th September and today I have checked the bill and no compensation or reimbursement has been received. No telephone call forth coming.

Hi
I am sorry to see you are having problems with your BT Service
I suggest you contact the forum mods they should be able to get this problem sorted for you this is a link to them http://bt.custhelp.com/app/contact_email/c/4951
They normally reply by email or phone directly to you within 3 working days they will take personal ownership of your problem until resolved and will keep you informed of progress
They are a UK based BT specialist team who have a good record at getting problems solved
This is a customer to customer self help forum the only BT presence here are the forum moderators
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’

Poor service And going round in circles trying to ...

Sorry but this may seem very long winded,
After receiving two letters from BT (one in january and one in february) stating that I 'will be upgraded to infinity' and should 'call to arrange an appointment' I did so and booked an appointment for 28th feb. I was not available for the install but my partner was home. On 28th feb, I had infinity installed, only for my partner to call once the engineer had finished to say that he has had to put the modem and hub in our kitchen (front of house facing street), I knew then that we had FTTP installed but was not told of this at any point prior to this, if I had known it was FTTP I would not of upgraded. my existing Master socket is at the rear of the house and was where my hub used to be so i have all my wired devices near the master socket, I am no longer able to use these devices as the hub is at the other end of the house and can now only use the broadband over wifi. After coming home from work on 28th feb, I called BT to change back to my original Total Broadband package as FTTP was not suitable for my property and i'm not able to use any wired devices without running Cat5 cables throughout the house. I was told that the order was not yet completed so they could not yet change back over and that they would contact me next day 1st march to sort this. Next day I had a call from BT to say that they couldn't do anything at the minute as they had system problems and somebody would call on monday (4th march). On 4th march I was again called by BT only this time to be told they I had to contact another department who could help with this. I then called the number which they gave me explained the situation again, the person on the phone then told me that they would get me back to Total Broadband and continued to take details and tell me which package I would be put back onto, nearing the end of the call they then told me that the system would not allow them to complete the change over and that they would put it on my notes for somebody to call me back the next day. Next day came and went, no phone call. I then waited until 9th march with still no call and decided to ring up again. I again went through the whole issue and was told that they would get me changed back over, I was then told that it now all being changed back and that I would be back on Total Broadband on 18th march. The 18th march came and i tried my hub in the existing BT master socket to be disappointed that there was no broadband on the line, i waited until the next day and tried again, still no broadband. so on 19th march i called again to ask why i was not changed over, to be told that the change had been cancelled for an unknown reason and that they would again have to get somebody to call me back the next morning (20th march) to sort it out. So today i waited for a phone call with no avail. once i arrived home from work I decided to call again, I was then told that this issue was being dealt by the project team and would be contacted within a week. I am not extremely annoyed with all of this as I have now got a service that I can only use via wifi, a kitchen cluttered with a hub and modem and a whole list of different excuses as why BT is unwiiling to get this matter resolved! Is it really that difficult to get me changed back to a usable service that I had before?

Yet another update,
So I got an email back earlier from complaints as i said in previous post, as soon as i got back home from work I called it. Spoke to the first person who put me through to Options, again I told them my problems and they looked through my notes and told me that they couldn't help and transfered me to another department. I then went through all my issues yet again and again was told I needed to be transfered to another department to downgrade. I got put through to Options (where i'd previously been transfered from) this time I got told that they could downgrade me but need to speak to a different person in Options, so again transfered to someone else. This time they said that they will do it, started giving me the details of the new package and was just about to give me a date when they said that because of a technical issue with the way my account was set up they could not continue. Was then told that the order will be handed to the offline team and will be contacted (no time scale given). So annoyed right now!!!!!

Poor service and lost text messages

Yes Ive been with Verizon for almost 4 years now and have never had problems like this before. my cell in my apt barely gets one bar in non 3g status. but however everyone else gets great service here. and for the last few months my phone has not been sending or receiving text messages from other verizon customers and att customers, it sucks because i use my phone for work and 90 percent of it is texting my co workers about the status of a job or the status of a part coming in! How can i get this fixed or do i just need to find a new cell phone carrier?

There are a couple reasons this could be happening to you.
1.) Verizon Wireless, and any other phone company, does not gaurantee phone service in your home because there are too many variables. Such as: what your house is made out of. For example, if your walls are made out of concrete that is a foot thick, that can definitely mess with the service.
2.) It could be an issue with your device. Quite possibly your phone may be on its last limb and is just having an issue. Perhaps you have an Iphone 4 without the special case ;p
3.) Do you live by mountains or any large buildings that could perhaps get in the way of the best service possible?
4.) When is the last time you did a PRL update? Dial *228 opt 2 so your phone can pull from the nearest cell phone towers.
Verizon Wireless offers the best coverage possible when it comes to cell phone companies.Changing companies is not going to help much. If that *228 opt 2 does not work, there are 2 things I would suggest.
Either go get a new phone or get a network extender.
Network extenders do exactly what they are called.
I hope you get this figured out

IMessage poor service and features from Apple !!!

Hello Apple Fans,
Actually, i have been gone through the imessage which apple annouced that its amazing service. its Ok if any one want to send chat with his friends. but the other bad point from apple when i send to group. Really noisy so be careful before sleeping to put the iphone Silent mode . There is no Option to put the group Silent or special tone even no title for group and any pravicy option that allow you to control these group. Apple failed to appear this sevice in good and Professional way. at the end i hope apple release urgent solution adjusting the primitive mistakes.
Your inputs will be highly appreciated.
Thank you all.
Regards,

Keep in mind this is version 1 of the software. Submit your feedback directly to Apple about features you'd like to see in future versions using the appropriate link on the Feedback page:
http://www.apple.com/feedback
Best of luck.

Poor Service the whole nine yards

On Saturday, March 29, 2014, I purchased a "Deal of the Day," a Samsung Gear Watch and selected a pick up from Best Buy on Monroe Street in Toledo, OH. I live 28.1 miles from this location, but I happened to be passing it later that day. I got a confirmation email stated that my item was ready to be picked up. When I arrived, I went to the Customer Service Counter, where I have picked up other "Deal of the Day" purchases. The lady helping me, spent 15 minutes looking for my order, which she could not find even after asking for help. Between the two employees, they figured out to ask someone else where my item that was alreay purchased was. It was being held with the cell phones. They alerted the people I was coming over. I waited 15 more minutes while I watched a tech agent at the Samsung counter lounge on the counter, and four employees helping two customers. Once I finally got someone to help me, He pulls out my purchase, set my item down on the counter, and then, proceeded to tell me he couldn't ring me up because he didn't know how to check me out. He did check me out after another 5 minutes when he realized none of the four employees next to him would help. Anyone totaling my time yet? We're at 35 minutes and counting for a "Deal of the Day" pick-up. After all said and done, 40 minutes later I left the store even though I already had an email stating it was ready. Clearly it wasn't ready and neither were the employees prepared to handle customers that day. Lesson #1: Don't pick a Best Buy because you know you will pass it when you know there is a better one just down the road.
I digress to my purchase. I get it home, and I open it up to find it doesn't work. This brand new item doesn't work. Seriously? What was the point of spending 40 minutes in a store for an item that doesn't work? Great...so here comes part two.
I decided to go back to a familiar Best Buy on Freemont Pike, Perrysburg, OH. It is 12.3 miles closer than the first one. I take my item in, get my sticker at the door, and I'm being helped before I even get over to the Customer Service Counter. I tell them that it doesn't work, and the lady sends me over to the Samsung counter where they test it. He tells me it will take about 10 minutes. It takes him 3 minutes trying a combination of solutions for him to also determine the watch doesn't work. He says they don't have the same color in stock, and he asks if a different color is ok. He goes and gets another watch and takes me back to the Costumer Service Counter, and the lady proceeds to ring me back up. She gets half way through it and calls over a manager, and then informs me it will cost me $100 more to exchange the watch. The lady and the manager converse for a few minutes trying to problem solve so I don't own them $100 more to exchange a DEFECTIVE watch. Here were their solutions: 1. Just return the watch or 2. Drive 11.2 miles where another Best Buy (neither of which I have previously entangle with for this watch) where they have 3 watches that I can exchange them. Here is the catch, they can't ask them to hold the item till I get there because there are no holds. I guess I'm not like most Best Buy customers because I didn't have time to drive an addition 22.4 miles round trip out of my way because I had to go to work. Mind you, these people were as nice as could be, and I didn't have time to argue. Since I was unable to spend my day doing the leg work to find a watch that did work, I returned the watch per the options I was given.
I am now without a watch, and I am one unsatisfied customer. One of the things that store #2 mentioned was that "Deal of the Day' purchases are online purchases. With that in mind, I called the number. After explaining my situation, I filed a complaint with the first store for poor service, and then I asked her how I can resolve this problem to get a working watch. Her only option was she could sell me the same watch for $100 more than I paid for it minus $10 for inconveience or something. After a heated debate and no resolution. She had not one solution to the problem and no answer for how to avoid this situation. Here were some of the question she, a representation of the corporate office of Best Buy, could not answer,
1. Why can I not exchange my watch for one that works?
2. Why was I told that I had to either drive out of my way or just return the watch because the watch never worked to begin with?
3. Why did it take me 40 minutes to pick up an item that I already received an email stating it was ready?
4. If the product I purchase is defective, and I cannot exchange it for one that works, How can you justify selling an item that doesn't work?
5. Why will you not price match your own sale?
6. If I decide to make another "Deal of the Day" purchase, can you garuntee that it will work or I can exchange it for one that works?
7. Are you stating that you do not garuntee "Deal of the Day" items are authentic and not defective?
8. If you are corporate, do you stand behind the ordeal that I have endured just to purchase a watch?
What's the answer to all of these questions? It's a simple one, I will continue to call the coporate office daily until this matter has been resolved. If anyone has a better idea how I can get a watch that works for the same price I paid, I am all ears.
What has happened to Best Buy?

Dear bwbtheatre,
I know the “I can’t wait to get it home, rip it open, and start playing with it feeling”, but to do so and find out that it doesn’t work must have been frustrating. I’m glad that you were able to get better customer service upon your visit to the Perrysburg, OH store. If only the circumstances as to why you were there had been different. I appreciate you calling in to leave your feedback about the first store and it pains me to hear that it didn’t end with a desirable resolution for you. No need to call in every day, I will be your single point of contact to assist you in getting another Galaxy Gear. I hope to answer all your questions with this post.
(1) Due to your order being a Deal of the Day offer, the system wouldn’t do an even exchange if it’s not for the same exact sku on the same day of the offer. However, your situation was a little different due to the fact that you had a defective product. (2)The Perrysburg store could have performed the exchange and created order for In Store Pickup. This way, you could pick the new one up, at your convenience, from the store that showed stock of your desired color. They even could have had it shipped to you for free if that was desired as an alternative.
(3)Your first visit, at the Toledo store, should have been much quicker because normally all product would be kept at the Store Pickup area. A reason for keeping those smart watches in Best Buy Mobile might be, with a Mobile Associate performing the pickup, they could make sure you walk out working with your new smart watch paired to your phone.
(4/6/7)In the mass production process, there are bound to be “lemons” that turn up in the process, this is why we offer our Geek Squad Protection and also why manufacturer warranties exist. It wasn’t a question of, can we exchange it for a working product; it was more, what is the best way to do so? (5)When the store realized it was a Deal of the Day order, they should have made sure to process an exchange like I said. Normally, we wouldn’t price match backwards to a previous sale.
(8)This experience should have been a lot more efficient for you; therefore, I want to make sure both the Toledo and Perrysburg stores get your feedback. I am going to reach out to you via private message to gain some more details from those visits as well as your order. To check your private messages, click on the envelope in the upper right-hand corner while logged into the forums.
Warmly,
JD|Social Media Specialist | Best Buy® Corporate
Private Message

Awful Customer service and handling of my issues

Hi,
Not quite sure where to begin but i would like someone to take notice of my concerns as it appears no one in the service center is. I have never received such a poor service and whats worse is that the information i have been given appears to be false.
The issue started over a month, in november my ex partner bought me a brand new laptop from littlewoods, a G505s, the AMD quad core, ati 2GB graphics, supposedly the works, anyways after about a month it got really hot and then eventually the screen went blank and would not show any picture, so i contact Lenovo who arranged to collect the laptop and repair it.
The laptop was received on the 17th of January in germany at there so called repair center, i called them each day to check the status and at first was told to wait the 10 days, then after the 10 days, ui was then told to wait 28 days, then two weeks after the initial contact i was told they would find out how long the parts would take to arrive and so fourth, this went on for weeks. Eventually after nearly four weeks, i was told the parts would take too long and so they would issue me with a returns code if i coudl provide proof of purchase. The problem is the laptop was apresent and my ex girlfreind was not playing ball so thinking that i would have to wait for the laptop to be returned, low and behold i come back from work and there we go, they returned the laptop UNREPAIRED.
I received a document with it saying that they have diganosed the problem as the motherboard being faulty however they have so called resolved this issue by returning the laptop without being repaired, which i did not ask for them to do, i asked for it to be repaired or replaced under the warranty which they are legally obliged to.
When i contacted LENOVO about this, i was put through to a rude senior supervisor who was very rude and unhelpful, stating that i had to provide this and when i tried to explain that i was unsatisfied that it had taken so long for this to get brought to my attention he claimed i was being abusive. I asked for an email address to email into and he refused to provide this, i asked to escalate the call, he refused. I think considering i have worked in customer services for over two years i know how these work and there are complaints procedures in which if a complain is not resolved then it gets escalated if the customer requires this however it appears Lenovo and this so called senior does not feel the same way.
All i want is my laptop replaced or repaired, an email address to send my formal complaint about this member of staff and my outstanding issues resolved, as i was given [email protected]

welcome to the BT community forum where customers help customers and only BT employees are the forum mods
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?
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 if you hear noise then you need to report a phone fault to 151
regardless of which ISP you use apart from cable the engineers will be exactly the same as all the lines are owned by openreach and treat all ISPs exactly the same
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’.

NB205 - very poor product and service, do not buy Toshiba!! Completely dead in 6 months

I am posting this to warn as many people as possible to avoid buying Toshiba in the future. Not only was the product faulty, which I can understand sometimes happens w mass production. But the service was completely unacceptable, which was the deciding factor for me.
1. My new Netbook NB-205/BL started intermittently shutting down for no reason (complete black screen, not even to blue screen). By the time I returned home from my trip it had stopped working altogether. The power light will come on, and the fan/hard disk will try to spin for a split second and then go silent and stop completely.
2. Upon calling tech support who walked me through a bunch of diagnostic attempts (removing and re-inserting battery, etc.), they concluded it was dead and I needed to send it in.
3. The only thing I really care about is my data as I had stored a bunch of invaluable photos and downloaded about $200 worth of Amazon MP3s since receiving the Toshiba NB205.
4. Tech support assured me they would back up the hard drive for me and ship either a fixed or new computer with all my data still intact. They asked me to register it w their warranty department and call them back so they could send me a shipping box to send it back in. I did all that and it's been >3 weeks and no box.
5. So today I called Tech Support again and the guy goes "Oh yes, you have shipped your computer in for a hard drive failure?". At which point I had to explain how A) it's not a hard drive failure B) I haven't shipped anything anywhere because I never got the box I was promised.
6. Then I proceed to ask him again if my data would be safe, to which he informs me it's Toshiba policy/practice not to back up data for customers. I found this to be unacceptable and then I didn't know who to trust so I asked for a supervisor.
7. This supervisor wasn't able to help me either as he further informed me that they will not back anything up for me AND that I had to pay for shipping AND pay an authorized Toshiba Repair Center to back my hard drive up.
8. I suggested what everyone who I've talked to has said: Toshiba could send me a new computer since they've diagnosed the old one as being dead. I could swap out the hard drives, or they could send me one without a hard drive. And I could send them back the dead NB205.
9. NO was the answer. Toshiba wouldn't do anything for me, because software issues are NOT under warranty. And backing up my hard drive is considered to be a software issue. I repeatedly told him that it's their defective hardware that is causing the need for data backup. But this went ignored and I was told they don't cover anything in this case.
I either had to lose my data or pay probably $100 for a Toshiba dealer to back up my data for me. Oh yeah, and there isn't one of those within 20 miles of me and I live in Silicon Valley!! Oh yes, and they want me to pay to ship them the dead computer.
10. I finally asked him how he would feel if he was the customer, and if he felt this was any way to treat Toshiba customers. He replied by saying they have a process, and this is the process!
Well the next time I and any of you are in our "process" of deciding which brand of technology to buy, I'm certainly not going to consider Toshiba anymore. This is the second chance I'm giving Toshiba after having a very poor laptop AND service experience in 2000. Well, it took me 9 years to give them another shot, and I'm never going to trust them again. I told myself "well, it's a high quality Japanese brand, one that commands a premium in price that people are willing to pay so it should be an excellent product. AND if things do go pooryly, Toshiba will stand behind their name."
I was SO wrong!!! Let this be a message to all people out there, as I did read these forums before buying my product, but the NB205 was so new it didn't have many posts.
Fool me once, shame on you. Fool me twice, shame on me! I'm done with you Toshiba, it's really too bad that you will not honor your brand with fair treatment of your customers.
Ming Wu

It isn't that difficult to back up the data from the hard drive. You can easily do it yourself for about $20. http://www.datarecoverytutorial.com/recover-data-from-failed-laptop-notebook/
As for Toshiba backing up your data, ALL of the manufacturer's have that same policy. NONE of them will backup the data for you nor will they guarantee that your system will be returned with the existing data intact. This is spelled out in the Warranty documents and is fairly common knowledge amongst most computer users.
If the data was that important you should have been backing it up to USB flash drives, a usb external hard drive, or some other backup device on a daily basis just for this very reason. The fact that you failed to do so doesn't make it Toshiba's problem.
If you don't post your COMPLETE model number it's very difficult to assist you. Please try to post in complete sentences with punctuation, capitals, and correct spelling. Toshiba does NOT provide any direct support in these forums. All support is User to User in their spare time.

BT Infinity issues and poor service

I reported an issue with the Infinity team that I can not access the internet several times a day and the only solution is to switch off the hub for several minutes and then switch it back on.
After several calls to the helpdesk and not being provided with any information as to the 'fixes' which have been applied I was in a call yesterday for 15 minutes waiting for my call to be escalated as I requested. The call was cut off! I actually got a call back and an apology! I said that I had spent too long on the phone 'waiting' for someone to explain what had been done to date to attempt to resolve my issue but no answers were provided. I was informed that the case had been closed! I questioned why and was informed that someone had spoken to my wife and closed the case. This is incorrect as nobody has spoken to my wife and she would not state the issue had been resolved has it clearly has not!
I was promised yesterday that a supervisor would phone me back to discuss the case as I am not happy at all. This poor service is costing me money as I am not capable of working without the broadband connection!
I would like someone to take ownership of my issue and provide me with the service I expect from paying for this premium service!
I've just looked at the closed case which I was informed had been re-opened I can see no update and that it is still closed!
Please open it now and provide an update as promised on several occasions.
VOL011-49442052268
Regards
A very unhappy customer.

JasonT wrote:
I reported an issue with the Infinity team that I can not access the internet several times a day and the only solution is to switch off the hub for several minutes and then switch it back on.
After several calls to the helpdesk and not being provided with any information as to the 'fixes' which have been applied I was in a call yesterday for 15 minutes waiting for my call to be escalated as I requested. The call was cut off! I actually got a call back and an apology! I said that I had spent too long on the phone 'waiting' for someone to explain what had been done to date to attempt to resolve my issue but no answers were provided. I was informed that the case had been closed! I questioned why and was informed that someone had spoken to my wife and closed the case. This is incorrect as nobody has spoken to my wife and she would not state the issue had been resolved has it clearly has not!
I was promised yesterday that a supervisor would phone me back to discuss the case as I am not happy at all. This poor service is costing me money as I am not capable of working without the broadband connection!
I would like someone to take ownership of my issue and provide me with the service I expect from paying for this premium service!
I've just looked at the closed case which I was informed had been re-opened I can see no update and that it is still closed!
Please open it now and provide an update as promised on several occasions.
VOL011-*********
Regards
A very unhappy customer.
Hi there,
Firstly, I would advise you to edit out your VOL number from your post for security reasons.
Also, if you follow this link, it will allow you to fill out a "Contact us" form for the mods. Please remember to include all your account details in this and the mods should pick it up and contact you back.
I hope this info helps.

New Macbook Air 11" 2014 Model Display Hinge Loose and exacerbated by extremely poor service

I have bought a new MacBook Air 11 from Ezone on the 3rd of October. When I opened the product, I realised that the hinge seemed to be loose and would fall back on its own when tilted. That's when my troubles started.
I went to the Maple Apple Authorised Service Center at Santa Cruz, Mumbai and was told that the product was fine and that the screen tilt was 'normal'.
I then happened to visit some other stores and noticed that the MacBooks on display didn't swing back the same way.
I returned to the Service Center again and was told again that it was 'normal'. When I demanded to see the manager, I was told he had left for the day. I rang him and was told that I should come and see him the next day and he would provide a speedy resolution to the problem.
I rang the store that I'd purchased it from and they told me that they would be happy to replace the product provided the service center gave a certificate called DOA.
The next day was an even more harrowing experience. When I reached the manager's office, he tried telling me again that the product was 'normal'. When I explained to him that none of the in store models were like that, he said that to give the certificate, he would need at least 2 days as there was a 'process' to be followed. The 'process' is to merely record how the display flips back when tilted back.
I tried to call Apple Customer Care and spoke to Nishant and then Ravi (who told me that he usually never spoke to customers directly but as a special case was speaking to me since I'd had a bad experience!).
Ravi, assured me of a ideal resolution within 24 hours.
And so today, I received a call from Nishant, who informed me that because of the nature of the inconvenience, Apple had decided to offer 2 solutions: 1. They would ship a new machine from Singapore directly to my home address but that would take 4-5 business weeks. I was fine with that solution although I didn't understand the merit of sending a new laptop from Singapore. However, he then told me that I would FIRST have to submit the laptop and ONLY THEN would they ship it out to me. So essentially, I would be without a laptop for next month and a half! In short, a ridiculous solution. 2. The second solution was that I would have to give my BRAND NEW laptop (less than 2 weeks old!) to the service centre, they would repair it and return it in a few days. So we were back to square one. When I tried to understand the escalation process, I was curtly told that there was no escalation and this was Apple's response and resolution to my problem.
So, I, the unhappy customer, was given no choice except to turn in my machine to the service centre whereas, GLOBALLY, Apple would have replaced the machine if it was less than 2 weeks old!
Absolutely pathetic experience with no keenness to help except have longwinded calls that provided no solution whatsoever.
And this to a customer who's just bought a brand new machine and is expecting a spectacular experience! Even Lenovo or Sony offer onsite support, so the Apple experience is a terrible, terrible letdown.
I feel cheated and downright stupid for having paid such a premium for a product with manufacturing defect followed with such extraordinarily poor service!

bump

Dear Sir/Madam, Adobe acrobat claims that there is an update. However the update process is very flaky and unreliable. Very poor service, with useless update prompts. System report is attached. Please fix the update, before advertising useless prompts

Dear Sir/Madam,
Adobe acrobat claims that there is an update.
However the update process is very flaky and unreliable.
Very poor service, with useless update prompts.
System report is attached.
Please fix the update, before advertising useless prompts for updates, for paid versions.
Thanks

Nothing is attached.
You should also be aware that there are a number of scams and malwares claiming fake updates.
Please post your report and tell us exactly what product and exact version you have.
And be aware you aren't talking to Adobe.

Poor Service Experience and pending issue needs resolution

Terrible Customer Service Experience: Starting on 1/14 when I called the Dbulin, OH location I was met with rude and uncaring customer service personnel: Dashawnaa, Daniel and Brian. Most recently Brian placed me on hold without allowing me to talk and I have been on hold for 15 minutes without him getting back on the line (he said it would be 5 minutes). All in I have spent almost 2 hours on the phone today! I found an issue with my bill that goes back 2 years for a service I never 'Authorized' but was told I was ignorant about my bill and that I did 'Authorize' it despite the simple fact that I NEVER 'Authorized' the service. I plan on leaving Verizon as soon as possible if not sooner if I don't get some help on this. In the end it is between $80-85 I am looking for a correction on my bill for two applications I did NOT authorize. Feedback will be filed anywhere possible to warn others of the poor service!

Here's a reply from Upender,
Here's a reply from Upender,
Here's a reply from Upender,
You were called to HP Service Center by Mistake, the hinges were ordered by mistake, the body panel was ordered by mistake, your laptop was accepted by HP as a mistake and to add more Mistakes the body parts were recieved by Mistake. No what does HP Expect from the cusotmer to do, should I not burn the laptop, since I think the biggest mistake was me buying HP Laptop and the other big mistake was me buying the Care Pack.
Here's a reply from Upender,
You were called to HP Service Center by Mistake, the hinges were ordered by mistake, the body panel was ordered by mistake, your laptop was accepted by HP as a mistake and to add more Mistakes the body parts were recieved by Mistake. No what does HP Expect from the cusotmer to do, should I not burn the laptop, since I think the biggest mistake was me buying HP Laptop and the other big mistake was me buying the Care Pack.
Here's a reply from Upender,
You were called to HP Service Center by Mistake, the hinges were ordered by mistake, the body panel was ordered by mistake, your laptop was accepted by HP as a mistake and to add more Mistakes the body parts were recieved by Mistake. No what does HP Expect from the cusotmer to do, should I not burn the laptop, since I think the biggest mistake was me buying HP Laptop and the other big mistake was me buying the Care Pack.
My sincere apologies for making the mistake of buying an HP product, even worse, I am goling to make a mistake of Dragging HP to the Consuymer Court and to add to that I am going to add a bigger mistake of

Poor Service Support and Con Job by Nokia at Visak...

Hi all,
I purchased a Nokia N97 on 28 Sep 09 from Nokia Priority dealer at Visakhapatnam (address: SHop no 15 & 16, Pavan Commercial Complex, Dabagardens, Visakhapatnam). The very next day I had to go back to the dealer with the phone as it's battery was running out too frequently without the GPRS being active. I was told by Mr SSK Chakravarti of the Nokia Priority Dealer that the handset required continuous charging for 9 hours for three successive days. On pointing out to him that it was clearly indicated on page 20 of the user manual that there was no prior charging required, he stated that it was a publicity gimmick of Nokia. He thereafter uploaded softwares on my phone and sent me back asking me not to worry at all. I did so and had to depart out of station for work on the very next day. On 01 Oct 09, I saw that my phone was discharged and was not recharging. I decided to get back to the showroom on returning to Visakhapatnam. On 08 Oct 09, when I reached Visakhapatnam, I sent my representative to the shop as I was preoccupied. My represantitive was redirected to the Nokia Service Centre who declared that the phone was dead and had to be sent to the company. My representative asked him to send the phone to the company and replace the set as the defect had earlier been reported within 27 hours.To which the person dealing there agreed and asked him to come back the next day. The next day on 09 Oct 09, I personally took the phone to the Service Centre and was told that nothing could be done. He asked me to submit the phone which I had to do and was asked to contact him on Monday 12 Oct 09. In the meanwhile I sent the necessary details to Nokia on the website and got a reply from one Seauli Hati and then from Ms Rachana Thimaiah. They asked me for details of the service centre which I informed them that I would be able to give them only on Monday as the receipts were with my staff who had gone off for the weekend. Today I have submitted the details in the form of scanned copies of the receipts of purchase and deposit of handset. The Service Centre tells me that nothing has been done on the handset and that I should contact him tomorrow. Seauli Hati and Rachana Thimaiah have spoken about the handset being repaired. However, I would wish to know - How many of you would like to pay Rs 31600/- and not be able to use the handset even for 24 hours and thereafter accept a repaired handset.
I think Nokia is on a Con Job!! I am disappointed with the services and would strongly advice everyone not to buy the Nokia handsets.
Message Edited by michaels on 12-Oct-2009 02:49 PM

This is a peer-to-peer troubleshooting forum, unfortunately we are not able to assist you here, you must deal directly with Nokia Care in your country in order that Nokia personnel can help to resolve your specific issue.
Please note that we have also removed the scanned document from your post as it contains personal information and unique serial numbers which ought not be published on a web forum.
If this or any post answers your question, please remember to help others by pressing the 'Accept as solution' button.

Poor services and Harrasment

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