Re: BT - Your customer service for the bereaved st...

My brother died 24th Feb 2014.
I contacted BT to let them know this and that i would clear any arrears before taking over his account to keep the BT services we have.
I am now his childrens guardian, they lost their Mum 4 years earlier, so wanted to get off on the right foot by sorting the BT account and moving it into my name.
Since the 4th March until today 29th March i have been trying to get MyBT online account to Confirm that i am the Primary Account Holder.
I have put in the best part of 10 hours in calls and time- all wasted- the account still says in the account holder section that i am Not the confirmed account holder- This is still in my brothers name.
I had a call from the Escalations Team who offered me £50 compensation and 1 months services free, they also confirmed that a PIN number had been mailed to me which would allow me to Confirm that i am the Primary Account Holder.
After getting the PIN and following the instructions a message appeared saying 'there was a problem, please try later'.
I also had one BT employee change my name on the account to 'Mr Customer' and then hit save- messing up all the hours of horrendous calls, repeating the whole story again and again.
I am yet to speak to someone who can actually sort this problem out.
My next action is the very highest level of complaint for the disgusting, insensitive treatment i have had.
BT managed to get the direct debit change sorted and took my money but failed to confirm me has account holder either by post or email.
Monday i will contact the Bereavement Team, I will also ask for written confirmation of my Status regarding my brothers account.
I am totally stressed with the death of my brother and BT have just been utterly USELESS.
Anyone who reads this and can offer advice please do.
Otelo and the Telecom Ombudsman are both getting copies of my paper complaints as is Chairman Sir Michael Rake, BT Customer Services Director.
Enough is enough.

Hi RichardeRichard,
Welcome and thanks for posting!
I'm really sorry for the problems you're having with this. I completely understand the difficult circumstances at this moment in time and I'll be happy to help smooth everything out from here.
Click on my username and under the "about me" section you'll see the link to get in touch with us. If you could also include the link to this thread when you complete the form that would be great!
Thanks a million,
Robbie
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry that we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

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Adobe your customer service for DPS is beyond atrocious.

Can you please help me understand why when I call your customer service regarding pricing and digital publishing suite that not a single soul in that building knows anything about the products within the company they work. This is absolutely ridiculous.
Ever since the "new pricing" took effect... we have still been getting billed the old rate. We have been trying to get this rectified with someone at Adobe but of course you make it impossible to actually speak to anyone in North America.
We have an invoice number, a purchase order number, contract number, customer number, bill to number...
all these numbers but yet... no phone number to actually speak to someone to answer questions regarding billing. There is not even a phone number on the invoice you send me.
you should be ashamed.

We would love to help you figure this out - can you please send us your contact or account information? In the meantime, you can get additional information about pricing here:
http://www.adobe.com/products/digital-publishing-suite-enterprise/faq.html

Customer Service for the hearing impaired

[8:02:47 AM] Dork: Hello ,
I have been a verizon customer for going on 10 yrs I am also hearing impaired. Now i can imagine with the technoligy these days the amount of deaf and and hearing impaired people who use texting for there primary source of communicating, I dont know uderstand why a company the size of verizon doesnt have service such as chat capablilities for customer support on there website for the millions of people who can not understand or hear on the phone and use texting for source of communicating. Can you Imagine being on the phone with customere support trying to hear or understand what the person is saying, and explaining to the rep your disability and the rep keeps talking and talkin? its very frustrating! So please verizon get with the program and provide services for all your customers deaf and hearing impaired people will be very gratefull for a chat options for support on your website!
thanks Davester62

Click on CONTACT US
On the next screen, Left hand side, half way down there is an email option, but first you must choose you pay your bill monthly and click the button next to it. (Or below it. On my display it is below)
The next screen will load, but wait for it to fully load. Scroll to the bottom, THERE is the link to send an email and IF chat is open, there will be a box for that also. (It is rarely open)

Promotional Bundle Discount - Disappointing Customer Service for the first time ever

I'm a long time Comcast customer currently on a triple bundle package. My promo discount ended and typically I can call; talk to a knowledgeable rep; and find a comparable bundle to keep my rate under $200 a month (tv, internet, phone that I use for business calls). Last week I got a "sassy" rep who was anything but helpful; reading off scripted cards; insisting that she was doing a good job and had satisfactorily helped me. I kept telling her no...I wasn't happy hearing there was NO promo available to me via the phone but I should try going to the website...well, I've spent another hour online trying to find alternatives with no luck. After reading some forum posts, I'm convinced there is NO site on comcast that offers any promo bundles for existing cusotmers that want to lower their bills. I do not need all the channels that my current plan has, but apparently if I change some things, comcast will get me for additional equipment costs so I'm sort of screwed unless we just drop everything and switch things up....I do hope someone from Comcast reaches out to help before you lose me as a customer......

I must have talked to the same rude customer service girl as you did. I was also trying to get a reduction in my bill and her response was to give back the modem that I rent and that would take $10.00 off my bill. For the last month I have had nothing but poor wifi service, having to call almost every day and have my modem reset. Well I hooked up this new modem that also includes the router on Saturday, what a nightmare that was. For more than 24 hours now my wifi has been intermittent at best. I called earlier and spent a good hour on the phone being transferred multiple times and each time having to repeat the same stuff over and over again! I have been with Comcast for more than 15 years and I think it's time for a change, tomorrow I am calling AT&T !!!

Complaint about your customer service for warranty

Hi, My case number is 8005220794. You received my laptop on 7-14 for repair under warranty. I call you guys several times. I was told that you have no repair part. After all, you told us you were going to refund. Again I had to call the customer relation specialist several times. We always had to leave messages. When he called back first time, he didn't want to work with my wife. I'm busy like you. I can't take a random call while I'm working.Second time, he asked a print of receipt, and I sent it. Last time, you called us to ask about the dealer name/phone number. And, I'm tired now. I'm not sure how long this will take more to settle this case down. Is there anytime line or something? or should I wait for months or years??

Ian,
We have one of the best customer relation specialists on your case. As soon as he receives the information requested, he will be able to move forward to resolve this case. Please let me know if you require additional help.

FIOS CUSTOMER SERVICE IS THE WORST AND I AM NOT INSTALLED YET FOR NEW SERVICE!!

So on May 20th I signed up for the triple play service for 59.99 with 2 year agreement with 4 tvs being installed with equipment, home phone service and internet/wifi. On May 25th I realized that I needed to change 3 of the boxes on my order to different ones so I called the 1800 verizon number and spoke with a woman agent who said she was able to make the changes and also wanted to verify on my order that I am getting everything that I am entitled to as a new customer to Fios so I told her okay. Never did this incompetent woman tell me that she was changing my ENTIRE ORDER. At the end of the call she said she made the changes to the equipment and gave me a confirmation number for the change.
Today May 26th memorial day, I receive an email from Verizon confirming the changes that they said I made to my ENTIRE PLAN AT 2:46PM. She cancelled out my original order I placed online and switched it to another plan that was much higher at 79.99 with additional services I did not request and the EQUIPMENT WAS NEVER CHANGE, the whole reason for my call. After reading the email and going back to the original email I received after placing my order on May 20th I called Verizon customer service. The woman I spoke to, again incompetent and unsympathetic to the situation couldn't tell me why my order was change. She couldn't tell me anything and was silent the most of the **bleep** time. (Don't these people work for the same company, she should have been able to see exactly what went on in her system.)
When she did speak she said she was reviewing what was different from the last order. I said there is only ONE order that I placed and the only changes that I wanted was for the equipment. She didn't say anything after that. So after almost 10 minutes of silence, I said well at this point are you able to make the necessary changes to change me back to the original plan I signed up for with the correct equipment I needed. She told me NO, plain out.
Are you kidding me! I never authorize the change of my package, only to the equipment and your telling me you can't do nothing about it. The woman showed no type of empathy for the situation, nor apologize on behalf of Verizon and the lady who screwed up my family order. It was like she didn't care and then said If I want to cancel the order she couldn't do that and that I would have to call back tomorrow May 27th and do so. (Shouldn't a customer service agent do whatever they could to KEEP YOU as a customer and not send you to cancel the order...big problem) I haven't been with verizon for many many years and thought I should give you people a try. The way this initial contact with this company has been has truly set the tone of how these people/company will treat me and my family for the next 2 years. This transaction has not been smooth and not somehting that I would rave about to my friends/co workers/community, I will tell them to NOT choose this company. I see now that Verizon customer service agents will add what ever they want to your account that you didn't authorize, tell you lies and not correct anything that they are at fault of.

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".
Please keep all correspondence regarding your issue in the private support portal.

I just want to share my experience or rather terrible experience with apple service.....I am soooo disappointed with the apple customer service at the local store in Tampa......every time they give u an appointment and make people wait for hours......ther

I am soooo disappointed with the apple customer service at the local store in Tampa......every time they give u an appointment and make people wait for hours......there was some cosmetic problems with the screen of my Mac book pro....they replaced it but the computer would not turn on....and btw when I went to pick up my computer the representative handover my computer to another guy without checking his id who was there to pick up his phone.......then I had to take it back second time this time they messed up my iWork...I took it back but they couldn't retrieve my history of purchase of iWork...and then when I installed the iWork at home...none of the applications is working.... .I will have to take is back fourth time.....I loved apple products but may be not anymore.......

Other than what Shotist007's remarks (which solves nothing) your experience is not common. First I would speak to the store manager to get things rectified for you. If that doesn't work out then I would contact AppleCare and speak to a customer service representative and complain via that venue.

Verizon for one you have very bad customer service, for two why does someone who has a one year warranty have to go into the store to replace my samsung galaxy s4 phone, when all it has done for months is over heat?

I dont understand why i would need to go into the store for a replacement phone when i have had my phone under one year just because i have had it under one year. My phone has been over heating and i been trying to get a replacement phone, but i dont really have time to go in the store and i really dont see why i can replace my phone over the phone after one year.
oh and your customer service sucks.
Thank you

Broke new phone Verizon couldn't help even give me form for insurance I pay for in their stores.Seperate corp.Had no Internet waited 2 weeks mail me form.They suck.Did run across 1 dude finially knew his stuff and personally handeled many problems.It was after most working there didn't took me month replacement phone mailed.If customers service person seems new ask for someone can fix problems asap.
>> Edited to comply with the Verizon Wireless Terms of Service <<
Edited by: Verizon Moderator

HT204088 Does anyone know how to speak to customer service for iTunes? I got charged for something and have no clue what I got charged for. I have not used iTunes yet. There is no way on the apple site to get this resolved.

Does anyone know how to speak to human being in customer service for iTunes? I got charged for something and have no clue what I got charged for. I have not used iTunes yet. I have spent a lot of time trying to get this resolved on the apple site and there just seems no way to do it. Thanks.

iTunes Customer Service is an online service unless they feel they need to call you.
iTunes Customer Service Contact - http://www.apple.com/support/itunes/contact.html > Get iTunes support via Express Lane > iTunes > iTunes Store

Rate Apple customer service for me

I'm a new user and finding Apple customer service very un-responsive to resolving a problem I had with an unrecognized charge to my account. Account has been disabled and I have no access while they "investigate." I have given new credit card but that isn't speeding things up. All for a $1.29 charge! I'm not impressed but stuck with them if I want to keep my iPhone! In general, is there usually satisfaction with Apple? Or is there general dissatisfaction with their customer svc responses?

Apple has been rated #1 in customer service for a few years now.
With millions of iTunes customers, ther are bound to be some that have issues.
Usually they are pretty good about getting things sorted out. Respond to the previous email you received and give it 48 hours for a response.
problem I had with an unrecognized charge to my account.
You did call/write your CC company and dispute this charge, correct?

4th day in a row premiere won't launch, Adobe where is your customer service? Do they exist?

Bought elements and downloaded. When I attempt to click either the organizer or photo editor option from the they both instantly crash. I have not been able to open the program at all. Attempted to run as admin with no luck. This is a fully authorized and activated copy I purchases from B&H photo and downloaded from their link and activated with adobe serial number.
Windows report form Elements 13 has stopped working:
Problem signature:
Problem Event Name:    APPCRASH
Application Name:    PhotoshopElementsOrganizer.exe
Application Version:    13.0.0.0
Application Timestamp:    540242fd
Fault Module Name:    libcef.dll
Fault Module Version:    3.1750.1738.0
Fault Module Timestamp:    539860dd
Exception Code:    c000001d
Exception Offset:    00000000020f3553
OS Version:    6.1.7600.2.0.0.256.1
Locale ID:    1033
Additional Information 1:    1849
Additional Information 2:    1849c65267ce2967d89f315e1c3c4b82
Additional Information 3:    4bd2
I have uninstalled with Ccleaner and reinstalled and I'm still getting this error message. I have zero problems with any other program. It is installed on my new SSD. Fact, this is the first crash i have seen on this computer of anything. My specs are far above what I need but here is my comp just in case.
Windows 7 custom built PC, AMD fx 8320 3.5ghz, MSI gtx 970, 8gb kingston hyper x ram, Asrock 970 extreme 4 MOBO, Corsair 600 PSU, Intel 730 256gb ssd
Any help would be greatly appreciated!
Thanks,
Josh

Anyway to update the people of my issue here's how it shook down ultimately. After 7 days of begging and pleading with your company for someone to support the product I called back the retailer that I purchased the key from and asked them what to do. They told me that they would work through the technical issue with me if they could and if not refund me the purchase price because they STAND BEHIND THEIR PRODUCTS. Funny concept, huh? When the rep was helping me he looked through your forums and was STUNNED at how many people needed help with issues and your staff and employees were nowhere to be found. We had a good chuckle over the ineptitude and heartless attitude it would take to screw that many people at once. They tried to help me, even though it was in NO WAY their responsibility to do so. We could not resolve the issue so they are issuing me a refund for your companies refusal to stand behind it's product, and leaving it's customers out in the cold with ZERO support. This was without question the worst experience I have ever had with any company, period. And I am forced to get my internet from Time Warner if that gives you any perspective. The lack of support Adobe offers people is borderline criminal. For those of you that the products work immediately they could could probably care less. But for the THOUSANDS on the forums currently that Adobe is leaving out in the cold and letting it's "community" deal with Adobe's problems, I wish you the best of luck. 5 different threads, 7 days of my life, multiple attempts to contact via phone and online chat only to be told "my question doesn't qualify for support". I have a degree in web development and I build custom Pc's on the side for fun, so I would hate to see how someone who isn't "tech savvy" would deal with this company. God forbid. That was my experience, I truly hope that the thousands out there right now having issues with this software don''t have to go though what I did.   To the few generous members of Adobe's community I would like to graciously thank you again for attempting to help me. To Adobe, I truly wanted to use your product. I REALLY did. Your company and it's policy made it impossible to do that. I gotta say, from the bottom of my heart, this was the most horrific experience I have ever had with a company bar none. You desperately need to reavaluate your customer service and support option. You trade on the stock market for gods sake and you just let people toil in your forums with persistent issues.   It really is disgraceful.

I CAN NOT BELIEVE APPLE OFFERS NO PHONE CUSTOMER SERVICE FOR ITUNES USERS!

I have been unable to access my purchased music on my new computer (the old one crashed before I could back up my purchased itunes music). I clicked "check for purchases," and received one of several television shows I purchased and NONE of the dozons of songs and albums. When I clicked "check for purchases" again, a box came up that said "all purchases have been downloaded for this account." Does Apple really not allow you to recover your purchased music in this situation? Does Apple really put profits ahead of customer satisfaction to the extent that they've eliminated phone customer service for itunes altogether? Well, I know the answer to the second question from research is yes. How sad. But can anyone help me with the first Q? Is all my purchased music really gone permanently? Thanks. -Matt

Hi, Matt.
Apple's policy is clear: iTS purchases can be downloaded only once. It is your responsibility to make back-ups.
That being said, at their discretion they have made one-time exceptions to this policy. You can ask for an exception by submitting the form at the bottom of this page:
http://www.apple.com/support/itunes/store/backup/
Good Luck! But whatever the response from Apple, remember:
Your music is valuable - please back it up!

Difficulty and quality of your Customer Service

Probem that cause me to call customer service: Fios Box Completely Dead ( was burnt out power source)
Around 2pm on Wednesday 4/30/2014, after enduring much difficulty to speak to a live person, because the automated system hung up on me twice, because I was unable to supply either my account number or last bill amount paid(rather difficult without internet access considering I'm paperless) I was told that a Technician would come to my home the next day at 8pm (yes a 30 hour plus wait).
Well it's 9 pm on May 1st and no one has come yet. At the time of setting up the appointment, I was asked if I would like a phone call, email or text message confirming when the technician was on his way . I opted for the text message ( dah I thought to myself how can I receive a phone call or email without internet or phone service) . Apparently Verizon proceeded to cancel my Service Call stating that I had replied to their text message saying I no longer needed their service. I did not receive a text message from Verizon, which I was informed required a response of either yes or no if my service issues were resolved. I must presume at this point that one of 3 things occurred:
1) Technician purposely cancelled the Service Call ( was late at night)
2) A flaw in the automatic text system in place (yea right)
3) Call was purposely canceled by support dispatch because of high volume and not wanting to have to pay overtime. (Apparently the storm that cause my issues wrecked havoc on many customers)
So once again I ventured into the difficult journey of speaking to a live customer service representative. After once again being hung up on by the automated system (same reasons as before) I was able to speak to alive person at around 9:30 pm ( started the phone trek at about 9:15pm) well to make a long story short after being put on hold multiple times and also being told it was too late to send some out that evening, I demanded to speak to a manager another wait( it is now about 10:30) The manager to whom I spoke to ( Please Verizon at least Employees that are understandable when they speak, his English was very hard to comprehend) told me the same that it was too late, I demanded someone come ASAP, considering I had change my plans to go out with the family that evening. The manager told me let me see what I can do and put me on hold (no music). I remained on hold for another 20 minutes or so until I realized my called was dropped ( how convenient) Once again Phone Trek I finally spook to a nice person that tells me she would set up an appointment as early as possible the next day (Tech came at 12pm, job took him all of 15 mins). So If I don't call again they would have never come.
Things that bothered me are many as you can imagine. The thing that bothered me the most is that manager once the call was dropped, knowing the difficultly a customer has to contact them and having all my information should have called me back, but he didn't. I worked for 20 years as a Walgreens drugstore manager, and I made many phone calls to customer that had issues or made complaints. Customer Service for me was always top priority. I must presume that for Verizon customer service is not their top priority considering how I was treated.
Am I entitled to a refund of 2 days of service not rendered becasue of your equipment failure?
(apparently the power unit has been upgraded because prone to failure)

Hello Engage1955
You'll need to contact the billing dept. to make a request for a refund.

TERRIBLE CUSTOMER SERVICE ON THE PHONE

I just wanted to lodge a complaint about Verizon Fios Phone Reps. I lost my dial tone on my phone and it comes back sporadically. In any case, that is not acceptable.
So I call Verizon and chat with the representative. I am not in the best of moods at this point because I have to go through this rigamarole of answering all these questions which were all answered before -- and told AGAIN that the problem is in my home -- which it is NOT -- but that is what they are seing on their screen -- as if what is reported to them by their computers are always correct.
Whatever.
So, schedule the appt. They cannot NARROW their appt window down except to say it will be ALL DAY SATURDAY. THEN adding insult to injury - they say that if the problem is in the home -- that I will have to pay for it. Ok -- whatever. I tell them that if the problem is not in the home and I have to wait all day for Verizon to show up -- does this mean that Verizon pays me my day rate?
I understand that they have to say this but this particular rep repeated it four times over the conversation -- whatever. Just set up the appt. WHY CAN'T THE NEW YORK OFFICE CLOSE THE SERVICE WINDOW TIME FRAME To either in the morning or in the afternoon? Why all day? If other companies can close the time frame -- why can't verizon?
Over and over he repeated that I would have to pay -- just because a screen tells him the problem is in the home. IT IS NOT. There was a heavy rain here on Wed and usually what happens is that the lines get wet and the phones get all static-y and I guess this time -- the lines just went down. The dial tone comes in and out.
Also, I checked all my phones by connecting and disconnetcing as verizon's ROBOT told me. And it was confirmed that the problems were not my phones.
In any case -- Verizon --- your customer service SUCKS and I will make sure to tell everyone that I can.

I'm sorry you are having difficulty. An agent with access to your account will reach out to you directly by email, private message in the Forums and/or the billing telephone number on your Verizon account for more information or to help you resolve your issue.
Moonlighter17 wrote:
I've been trying the local store approach with no help. Either I get someone that has not idea what different model set-top boxes Verizon carries or they are not wanting to help. I even had one person tell me all of the boxes verizon has are the exact same, that they only carry ONE model box!!
I've had service for several years and this is the first time I've really needed support and I'm very dissappointed!! I guess I will have to switch to cable or satellite. DirecTV keeps sending me super promotions to switch back.
UGH!!!

Your Customer Service Needs Fixed

Your employees lie, don't keep their word, and make false accusations. You make customers wait hours and drive around for hours to fix YOUR MISTAKES. This is ridiculous.
Here is my story:
I first purchased an item from Best Buy store. I returned it as defective (which it was.) I checked the store before going in to see if more would be in stock. They said it was, but the store not only did not have it but gave me the wrong product. I was told to go to another city to find the right product. I called in again and found out that city didn't even have it. They sent me a replacement at a discount to resolve the issue, but it was also defective. I wished to try a different brand but wanted to be sure I could do so with the same discounted rate. I called in and explained the situation. Was told by ANDREW {Removed per Forum Guidelines} that they couldn't discount a "marketplace" item, but they could do a gift card for the amount if I returned my items and called back. He promised to write it in the notes and I checked twice to be sure that I could get the discount on their marketplace items. When I called back the customer service rep accused me of lying about my conversation with {Removed per Forum Guidelines} as {Removed per Forum Guidelines} had not put anything in the notes and had been lying about their ability to do a gift card. I spoke to his supervisor who then transfered me to RYAN in another department. RYAN offered my $10 off my $320 purchase to help, which I said was not enough as originally I got 50% off. His manager then offered $35. At that point I attempted to explain why this was unacceptable and mid-sentence he transfered me to Drew. Drew then told me he could offer me a $100 gift card but to get the full amount we were originally given, he needed his supervisor's permission. Drew promised to ask and call back in a few minutes. He never did. When I called back he next day, he said after talking to his supervisor he could now only give us a $40 giftcard. I asked to speak to the supervisor to understand this. I was transfered to Eddy who then patronized me as he re-explained marketplace to me and how they couldn't affect prices. (something I already understood from my hours of being told this and being either lied to or accused of lying about it.) He also said he wouldn't offer more than the rude manager who transferred me mid-sentence. At this point it wasn't about the discount we got. It is about making it right for all my time you've wasted, not to mention gas money and to make right the HORRIBLE treatment I was given. This is not "FEEDBACK" this is wrong what you are doing.
I am tired of being lied to. I am tired of being patronized and accused of lying. I'm tired of waiting on the phone to fix YOUR customer service lies and problems.
You need to fix your system. Your employees need to keep their word. You need to make this right.

Hi MistreatedinWA,
I'm sorry for my delayed response to this post. We've been communicating via email as a result of other contacts you and your husband have made to us, and it's been a pleasure working with you toward a resolution. Please accept my public apologies for all the troubles we've put you through, and don't hesitate to contact me with any additional questions or feedback.
Best regards,
Elizabeth|Social Media Supervisor|Best Buy® Corporate
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