Re: Complain complaint complaint complaint...........
I have made an order to BT since september, if i have come to this forum and read how poor the service is , i will never make it. i really now regret it especially when you call this call centre.THEY bT SEND ME MESSAGES about engineer appointments who never turn up. This happen three times. Once he came and said there is a problem about hedges and bushes which i have nothing to do with. Iam living in the third floor. The last lady i spoke to even hang the phone after telling me they can not do anything unless i remove the hedges, when i ask to talk to the line manager , she said with aggresiveness that no one will help me in the BT. Even they ask me to cancel my order, just imagin telling a customer to go away after almost one month of contarct, they got my money for a year in advance, wasted my time, my children are waiting for the internet to do their home work, I can never believe it, you can not complain , they just dont care
Hi abuhash,
Welcome to the forum and thanks for posting. I've moved our post as the thread you posted on was quite old. I'll be happy to lend a hand with this. Drop me an email with your details. You'll get the 'contact us' link in my profile.
Cheers
David
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.
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Similar Messages
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Complain complaint complaint complaint...............
Please please can someone help me? I have tried now for 7 weeks to get someone to listen to my complaint and deal with it. I am soooooo frustrated I want to scream. I shall list below how many times and different ways I have tried to get a response from BT
36 phone calls
4 online chats
4 emails to the contact us
7 text messages
8 emails to 2 different BT employees
2 countries
12 hours in total in waiting time
18 dropped calls
3 days waiting for a promised call back etc etc etc
Please can someone just tell me what you need to do to be heard by anyone at BTHi there David
I have several e mails copy letters sent and Bills received etc. However you should be able to view my bills and account so please let me know whether you need me to scan all these in.
The main issues started when my Business Line was sold to me with an expectaion of 17.5 Meg Broadband at least as this was the main reason I deceided to take an extra new line for my business. The engineer then came to install the service found an existing spare line to the property which he said would be Ok but wouldnt give me the 17,5 meg. He then loooked at the isue of my home line which had never had a reasonable Braodband speed 1 Meg approx he said that there was nothing to be done except swuitch to SKY. I have since switched my home line ( at the same property location to SKY - braodband fine about 3- 4.5 meg???
Antway the next thing was the billing extra charges just appeared on my account and as I was on One Bill I had to wait to be able to see what these related to. Noything that I had requested - so call to BT in April 2013 resulted in the line being cancelled due to BT being in default of Contract terms on 2 counts - 1 Broad Band speed promised at point of sale and 2 - Extra charges levied and taken from my Bank account via Direct Debit without my authorisation.
Since then here is the copuy of the e mail trail regarding the billing and ongoing bills for an account which had been closed - for you to start investigating;
Sent 15th October 2013 as yet no reply or no phone call - even thjough I have sent a reminder e mail
Karen Hi there
First of all may I thanks you very much for taking the time to help me over the phone and progressing my complaint and issues. You are the first person in BT who has actually taken some action and responsibility to ensure that my account is sorted out.
This whole issue started in April/May 2013 when I noticed that BT had doubled the charges on my account. I called the Billing line and they apologised for the error as BT had decided to charge me for extra services that I had not ordered and this went back to September /October 2012. They could not tell me why they had decided to bill me for these extra services.
They offered to credit my account and I told them that as they were in breach of contract and that I would be cancelling my account from that date onwards. I also told them that I would be cancelling my Direct Debit to ensure that BT did not take any further money from my account for charges that were incorrect. They acknowledged this and said that they would send me the final credit bill.
I was sent a credit bill which I assumed was the final bill on my account dated 12th April for £35 01. I also spoke to Tracy Dalfonso BT on 29/4/13 who confirmed this.
My BT Broadband was disconnected for this line at the end of April and I have not used this line sine then. However I am still receiving bills.
I keep telephoning BT to inform them of this saga - the latest phone call I made before I called you was on the 28 th September when my husband and I spoke to Nagarjuna who confirmed that my account was closed - since April 2013 - he could not get through to the department for them to confirm this to me direct as they were not answering him - Options Team I think.
I have made several formal complaints to which I have had no answer I have even resorted to Twitter but that didn't work either......
I have also sent two letters to BT Billing the first was around 24th July. I have had no response except that I am still receiving Bills and demands for payment. the latest threatening letter was yesterday.
You stated when I asked you that there was no record of any of these calls on my account.
If you have a look at the billing you will see that this is not true as your Billing Department took action in April 2013 but failed to close the account then.
Please call me urgently when you have spoken to the Options team as I am now going to make this another official complaint and have no intention of paying bills for a service that was cancelled as a result of your errors in April 2013.
Kind regards and thanks for your help.
Sue
edited by moderator -
Hello
I don't know who to complain to as you do not appear to have a complaints department, despite searching the web, I trust you can pass this to relevant department for action, as I'm very angry over my recent repair.
Following my issue relating to a blank screen 2 weeks ago, your advisor arranged for my iMac to collected by Amsys, for repair and return, this was done and it was returned to me last Tuesday, onWednesday I set up my iMac again and instantly realised I had problems, much worse than before. I called Amsys to inform them of the issue of the computer being very very slow and unable to open iPhoto and pages, and document listing would not show up, plus I had no sound on the mac.They informed me that they had only replaced the video card and what they had done would have not affected the computers performance. He suggested I reinstall OSX again which I did, but this made no difference to the programs, so I called you.
Your technician on the phone was very good as they have always been, and made an appointment for me to go into the Milton Keynes Apple store the next day at 1 pm, which I did.
The gentleman on the Genius Bar was very good and was able to run tests on the iMac in my presence, and diagnosed immediately an issue with the sound problem, and advised me that this could not be fixed while I wait and I would need to leave it for repair. I made him aware of the previous repair, and he was able to see via your system, the list of logged issues I have had with this since purchasing in September 2012. I'm sure you can see from the way you record all calls and issues the problems I have had.
Today I called to ask if my iMac would soon be ready for collection, I was told the repairs had been completed and it was being tested. However to my dismay, I learned of another serious issue relating to the repair carried out by Amsys. I was informed that 6 screws were missing from the the iMac internally, which caused me much distress and concern, they also told me I had to wait even longer as the screws had to be ordered and installed on arrival before I could collect it.
My issues here are: I trusted the Amsys repairer as it was arranged and recommend by you, it is very evident they are not competent to repair, as they have caused more problems with my iMac on its return, despite enclosing a checklist, fully ticked showing everything working well, it clearly wasn't ! Plus the issue of missing parts (screws) during the repair, I have already expressed my disgust with Amsys, by email and had a response, within the hour, apologising and told me they were looking into this.
This where I stand on this, I have not had my iMac for almost two weeks and I do not know when I will get it back. I'm also very worried about what other damage has been caused by Amsys and the quality of my iMac now. I want to know what you, Apple is going to do about this ? I have already been very inconvenienced by this and until now I have been a very loyal apple customer with 2 iPads, and 4 iPhones in our household, not to mention the iMac.
I feel I have been very let down by this experience, on my iMac, which cost a lot of money, I have also lost a lot of money with lost work and unable to carry out my business without it, and I will be seeking compensation.
I trust you will take this complaint seriously and pass it to the relevant department for action.
Yours sincerely
Des Withey
Sent from my iPad
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BT Complaint - Been complaining since Aug 2011 and...
I took out my BT subscription in June 2011 and and in August 2011 I had to make my 1st complaint about the service. I was told when I was speaking to the sales team that I would get the fastest internet speed for my area, would be able to get up to 60+ TV Channels and that I would be ex dorectory- so far I can get the internet on my mobile faster than BT, I get 30 channels most of which are pizalated and not viewable and Im not ex directory and as a result receive multiple calls a day from companies etc. So in August I rang and spoke to technical support, who said that there was a fault, they would fix it, a week later I rang again saying that this was still an issue, they advised that there was a fault and it would be fixed, another week later and I find myself ringing again to be told that an engineer would come to the house and see what the issue was. He came, he said that there was a fault in the main box outside the property and that he had fixed it. Since then I have rang BT on a nearly weekly basis to be told that there is either a fault or some other rubbish and here we are in Jan and I have just spent the past 4 hours on the phone to 15 different people in a dozen different departments all of which are saying "Im sorry that you are having issues with BT, we will get this sorted today and this will be the last time that you will have to ring BT" I will be honest, and I dont care if this gets my Forum account deleted, BT are bloddy rubbish, by far the most pathetic company and services that I have ever been given by a company. I have been spoken to like Im a piece of S**T treated like im not valued as a customer and still I have to pay my BT bill each month for a service that BT have failed to provide and yet if Im even a day late with a payment they are on my ass like a pit bull but are unable to or are unwilling to fix my issues. SO I have again today logged a formal complaint and have advised that if this issue is not rectified I will take my complaint higher. I have never in my life been made to feel so worthless as I have done dealing with BT, in faxt even whilst writting this Forum, the internet has disconnected 6 times and Im not even using it wirelessly I am hooked up using the Ethernet cable - THis is truely pathetic and BT are treating its customers like S**T. they need to understand that if it wasnt for customers they wouldnt have a business - I really wish Id stayed with Sky (even they are S**T but at least I got a decent service from them. Lets see what Ofcom have to say!!!!!!!!!!!!!!!!!!
Hi radmanuk,
Welcome to the forum.
I can look into this for you, can you send over your details so we can pick this up?
You can find our "Contact us" link by clicking on my username. It's on the top-left hand side of my profile page.
Thanks,
Stephanie
Stephanie
BTCare Community Manager
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and I have hit every possible roadblock. I believe it is complete ridiculous in the year 2014 that a technology company does not have an email address to use to submit complaints. After some research I followed a link over to the Verizon Wireless leadership (Leadership | Verizon Wireless) directory and found both my regional President as well as the VP of Customer Service. I was attemping to submit my complaint using the contact link for these individuals and nothing happens. So not only am I frustrated and angry at your company, you give me a possible way to contact you and it doesnt work.
Here is the message I was sending:
I want to start this off by stating this is a complaint. Something small that could have been easily resolved has become a much bigger issue and the fact that I am now typing this message to you is further proof of the poor customer experience your company provides.
I have had the same cell phone number from the WorldCom days. I stayed with the service when it was rolled into Verizon. I have been a loyal customer for what I believe is almost 20 years. That is what is fueling my frustration over this entire situation.
We currently have three phones on our account with you. Myself, my mother and my brother. My brother is deaf and uses the phone primarily for text and email. He wanted to upgrade to the new iPhone 6 and sent me copies of the different ads that stated turn in your old iPhone for a new one. I will state here that I misunderstood these ads. I thought as an existing customer I could come in, trade in my old phone and receive a new one. I figured I would have to change my contract and start a new two years. I was wrong. But the way I was informed it where the problem begins.
We went to the Verizon Wireless location in Harstdale, NY on Sunday morning. We arrived at about 11:30am or right as the dance party was starting as the music was very loud. We explained why we were there and waited our turn. We finally had a sales rep assigned to us and we explained we were there to turn in old phones. He asked if we were new customers and I stated that we were existing customers. He discussed the phones that they had available and I decided we would upgrade all three lines to the iPhone 6 with the 120gp memory. They had none of the smaller memory and I figured if I was there I would upgrade them all. This is when he looked at the account and stated that only my brothers line was due an upgrade. I asked about the ads I had seen and his response was "we cant give everyone a $900 phone sir". This bothered me. Again, I admit I misunderstood the advertisements but what I saw was that if I was someone new I would be given this deal. But as an existing customer I was not. I discussed this further and was getting increasingly more frustrated. As this is happening a girl who worked there kept changing the music to more bass heavy dance music at a volume that was too loud for a store and I was losing my patience.
I finally stated to the rep to just upgrade my brother phone and that when my account comes due in June I would look for a new provider. A company that was interested in keeping a loyal customer. His response was the one that pushed me over the edge "You will see that we have the best network and come back". Excuse me? As a representative of Verizon he just told me to leave? I was stupefied by this and just stopped the discussion. He went to set up my brother's phone as I became increasingly more frustrated and was now starting to get a headache from the music volume.
I decided to call customer service while in the store to explain what happened. They were no help. They were unable to assist me in my original desire to upgrade my phone and then no one seemed to care that your sales rep basically told me to leave your company. After this call was terminated I left the store and was heading home when your customer service rep called me back to make sure I wasnt upset with her. So now I am angry at your company, have a headache from the music and now I have to coddle your rep who took my statements personally.
Now for the last two days I have been attempting to submit a complaint to your company and have hit every obstacle possible, There are no email addresses listed on your website to use for complaints. It took me two days to find this (Leadership | Verizon Wireless) and I am not certain this is correct. Yesterday a customer service rep gave me [email protected] as the email to use for complaints. There is no way that is correct. When I called today I was told by a rep and her supervisor that there is no email addresses to use to submit complaints. They would give me a physical address to mail complaints. It is the year 2014. You are a technology company and there is not a single email address to submit complaints? I guess this is more proof of how you feel about your customers. Why make is easy on people that have a complaint. Maybe if you make it really hard to contact you we will just stop complaining!
Your sales reps are more interested in new customers then helping existing ones. Your customer service reps are too sensitive to understand that its a corporate problem not a personal problem and your company is so smug that they do not have an outlet for customers to voice their problems.
I said this in my original email sent yesterday, add up all my bills. Add up all the charges, overages, usage fees, roaming charges, data charges. Now add all my home phone bills, home internet and fios charges. You tell me again how I should go find another company. Tell me again I will be back!
So please keep working toward getting new customers, you are going to need a whole lot of them to make up what you are going to lose in me! I will make sure anyone who listens to me will hear about this experience. I will make sure I will say how happy I am with what ever company I end up with. I will make sure my boss hears about this when its time to update our business lines. I will make sure that this experience is shared with anyone I can tell.
All of this because I wanted to upgrade my phone and start a new two year contract with you. Amazing how things can change so fast.Hi larissadallari,
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 at the top of the middle column 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. -
7 hours, 3 complaints, no reply and no BT Sport
Unbelievable. I know you're all having similar issues, but just in case someone at BT is actually listening (as our complaints and phone calls are going unanswered), here's our experience. If a mod can arrange the Exceptions team to call ME I'd appreciate that.
COMPLAINT 1:
Dear BT
We have been BT customers for a long time, and switched to a triple play deal a couple of years ago, taking phone, broadband and TV from you. I assume this is what you want from all customers, and we were happy with the deal.
I was even more pleased when I learned that BT Sport was coming, and I signed up early so not to miss out on subscription options. However, now I am trying to add BT Sports, being a long term committed customer of BT has placed me at a SIGNIFICANT DISADVANTAGE.
As I write, I am currently on hold to your customer contact team. In total, over the past 2 days, I've been on the phone for 6 HOURS trying to get this resolved. Let me take you through some of the pain of that 6 (yes 6!) hours.
1. Having received no communication via email or through MyBT in advance to enable me to access BT Sport, I waited until the launch. Being a BT customer, having BT Broadband and BT Vision, I was aware that we do not live in an Infinity area but the communications seemed to indicate that I would just be able to start watching online as soon as BT Sports was available. So I logged in through MyBT (having made sure I had access to it a few weeks ago), but when I tried to add BT Sports / access BT Sports, I received an error message asking me to contact BT. So I did.
2. Having used the QueueBuster feature (which is brilliant - why can't all your departments have it?) I received a call back within 10 minutes, in which the advisor informed me that 7.9Mb was not fast enough to receive BT Sport. I asked about the non-BT Infinity option, to which I was advised I could not receive. I was doubtful, but thought this may be possible, and so asked for help to access the app. He said he couldn't help me with this, and so I was transfered.
3. Eventually I got through to the technical help team. It took half an hour for them to figure out I could not access the app as I had not SUBSCRIBED to BT Sport. I asked HOW I was meant to subscribe, as I had received no communication on how to do this and every link in your utterly confusing website ended up in the same message. They passed me to the BT Sales team to organise this.
4. After another long wait I eventually got through to another department. When I explained my situation (all I wanted to do was watch BT Sports on my laptop, and I am a BT Broadband customer) they said I needed to subscribe. I said I know this, that's why I've been put through to them. After another 20 minutes going around in circles I was advised to go through to BT Sport on 0800800801. I asked to be transfered, which they could not do, so I hung up and called BT Sport.
5. I spoke to 2/3 advisors at BT Sport, who were able to identify that the cause of the problem was that I was on an OLD triple-play package, and that they could not process the order. All tried to transfer me through to the Exceptions team. All calls failed - just cutting off after 20 minutes on the call.
6. I gave up after 3 hours of going round in circles and decided to try again in the morning. I called back at 8.30am this morning. Now, at 11.30, it has just been resolved.
7. I called at 8.30 and spoke to Richard, who tried to be helpful but couldn't get any further either, and so transfered me to Exceptions. He tried to hang on but understandably after 5 minutes he had to transfer direct. The call then inexplicably dropped.
8. I called back again, and was put straight into the queue for Exceptions. After 40 minutes, the call was finally answered and the helpful Jeanette took up the cause. She explained that our package was an unusual situation (WHY?) due to it being on the old system. She tried to unpick it and process the order, but after half an hour her system would not let her go any further. So, diligently she asked to call me back after she'd reset her system. This she did, and half an hour later again (at around 10.30) she was finally successful in putting our package back together. For this we needed a new Vision box, a new router and a new viewing card. Great, sorted I thought.
9. I checked online for the order, which showed up fine on the email confirmation. I then double checked by tracking online, and found all the equipment was due to be delivered to our old address! So, I had an email to the right address, all account details in the right address, all details confirmed on calls (at least 9 times) to the right address, and our old address in on the delivery details?
10. I phoned back after again FAILING to change the details online. This time the call took around 40 minutes, and I was transfered to 2 departments just to check and confirm that the wrong delivery address HAD been allocated, and to change this to the account address. Something that I was lucky to catch - and I only caught on double checking online due to the PAINFUL experience I've had with BT over the last 2 days.
Finally, I'm hoping all is resolved. The package I believe we now have includes:
1. Line rental paid upfront for 1 year
2. BT calls package (weekends and evenings) at £2 per month
3. BT Unlimited Broadband at £16 per month
4. BT Vision Essentials pack at £5 per month (including BT Sports)
5. A new router
6. A new BT Vision box
7. A viewing card
This has been a hard slog. And surely it should not be like this for a customer who has been with you for a long time and has taken all services from you for a long time.
In fact, I'm sure it would have been much easier for Sky customers to switch to BT or add BT to their existing Sky package than it was for this BT customer to get an additional BT package!
I hope you can understand my EXTREME frustration with this process, and the time it has cost me to do this. Indeed, it would have been quicker for me to switch everything to another provider I think.
So, I would certainly like to be recompensed for this SEVERE INCONVENIENCE. I am happy to pay the £23 per month agreed, but I would like all upfront fees (line rental / BT Hub / Vision Box / Viewing Card / Delivery fees) reimburded as a gesture of goodwill and recognition that it really should not have been that hard.
I look forward to your positive response to this matter.
COMPLAINT 2 (After the equipment was delivered to the wrong address)
Now I don't have complaint 2, but it was something along the lines of why did I bother when you ended up sending my package 300 miles away from where I now live after confirming everything with you. TWICE.
COMPLAINT 3: (after getting the equipment, minus a remote control, and finding out it's useless anyway)
Dear BT
I've written so often that I almost feel like an old friend. Or a jilted lover, given that all of my messages fall on deaf ears, my calls aren't returned and there's never anyone to answer my call.
You've really outdone yourself this time.
You'll recall on my last love letter that I complained about the delivery of our new equipment going to the wrong address after I had confirmed with you that it would go to the right address? And this after 6 hours of trying to unpick our LEGACY package so I could adorn you with more money and you could tie me in for another 12 months of loveless partnership?
Well we eventually got our equipment (delivered from 300 miles away - no thanks to you), and had the joy of installing our new YouView box, only to find no remote control. The irony of it was that a new box was ordered as I had requested a new control for our broken one on our old Vision Plus box. So, back on the phone I go to try to get a control sent to us PDQ, and guess what...
1. You don't need a viewing card for a YouView box (oh, yes you charged me £10 for a Viewing Card too)
2. I can't get BT Sport (which was the whole purpose of this utterly fruitless exercise) on a YouView box with copper wires?
So why oh why have you sent me a new YouView box AND CHARGED ME FOR IT when I can't use it to get what I want? AND WHERE'S THE REMOTE CONTROL!
So apparently the magical, mysterious Exceptions team have the power to put everything right and make it all work. Except they're the ones who messed up in the first time. And your oh so lovely customer assistant assured me they aren't as busy as they were a couple of weeks ago. Well I've been on the phone 50 minutes now and still got a ring tone, and I know the lines will cut off in 30 minutes as the department closes at 8pm.
So, to sum up:
1. You've charged me god knows how much and tied me in for 12 months
2. You've removed our ability to record live TV on our Vision + box, and deleted ALL of our precious recordings
3. Sent me a Viewing card that doesn't work (it's a 118 card and my box asks my to enter a 119 number) AND charged me for it
4. Sent me a new box for which I don't NEED a viewing card.
5. Sent me a new box WITHOUT a remote control
6. Sent me a new box with which I can't get BT Sport
7. You are charging me £5 a month for LESS TV functionality
8. I have wasted 7 hours jumping through your hoops
9. I have sent you 2 previous letters of complaint - this is my third. ALL so far are unanswered.
10. Delivered the wrong order to the wrong address AND CHARGED ME FOR IT. AND I got the redelivery done myself as it was quicker than getting through to you!
Unbelievable. Shameful. Embarrassing.
It's actually worth spending £100 a month with Sky just so I don't have to deal with you.
In fact, I think I might just do that unless I get a pretty speedy response and an incredible gesture of love from you soon.
Much loveHi aaronjaffery,
Welcome and thanks for posting. This certainly doesn't sound good at all. I'll be happy to look into this for you if you wish. Drop me an email with the details. You'll find the "contact us" form in the about me section of my profile. Once I have the details we'll take it from there.
Cheers
David
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-) -
Who holds Verizon employees and management accountable and where can I file a complaint.
I feel that writing this letter is a waste of time, but I feel the way customer service reps (not all) as well as their managers (again not all) need to held accountable for lies and disrespectful business practices they place on loyal customers. This is a long and confusing issue, but in as short as possible, I have been a loyal Verizon Wireless customer for several years. This past September 2014, I along with about 200 other loyal customers waited for several hours in anticipation of the IPhone 6 being released outside of a big box Verizon Store located at 7790 Montgomery Rd, Cincinnati, OH 45236, phone number (513) 984-9939. Because of my early arrival, I was number two in line and number two to enter the store once opened. At approximately 7:30 a.m., Verizon Store employees and an unknown woman claiming to be a manager came from the store with flyers in hand and explained the purchase process. She advised customers were able to buy a maximum of three phones, but could only buy one phone at retail price without contract. I informed the manager that I was not eligible for an upgrade at the time, as my wife and I still had about a year of service left on my current contract. At that time I was told “too bad, there are a lot of customers here for the same thing, and if you want the iPhones you will have to add two lines of service.” I had about $2000.00 in my hand willing to pay full price for phones and have them swapped out for my current devices and was told “too bad.” Well after waiting in line for the amount of time I had, I pretty much had no other choice, entered the store, and paid for two new lines of service in order to get two IPhone 6 plus devices with 128 gb of storage.
Immediate upon returning home, I contacted Verizon customer service (phone call one 9/19/14) and requested to terminate both lines, and move the IPhone 6 plus phones to my original lines. Upon explaining the situation to the customer service rep, he was confused as to why I was told I had to open two new lines, but complied. Later in the night, I had realized service was still not activated on the lines after switching the IPhone 6 plus to my original numbers and call customer service again (call two 9/19/14). After explaining the whole situation over again, I was again informed that the store was wrong and should not have made me add two new lines. This customer service rep informed me of the cancellation fees ($350.00 per line x 2), which I told her I was aware, and had planned to pay $950.00 per phone originally so had no problem paying the termination fee. The customer service rep again told me that all had been completed and the lines would be turned off.
On Saturday September 20, 2014, I signed on to my Verizon wireless.com account and saw that I still had two lines (previously told were shut off) still active on my account, with no phones associated with the numbers. Again, upon contacting customer service (call 3 9/20/2014) I had to explain the entire situation all over. At that time I was advised by the customer service rep, that because I was not returning the phones and just wished to pay the termination fees, that I would need to wait until after 14 days of service to call in and cancel the lines, and also have to request a refund on the activation fees (should be waived if canceled within 72 hours of activation) and any service charges associated with having two lines with no physical phones actually being attached to them. At this point I thanked the customer service rep and was informed that all notations to the account were visible in the account to anyone I spoke with.
Friday October 3, 2014, I again contacted Verizon customer service (call 4 10/3/2014) to cancel these lines. Upon explaining the situation again to the customer service rep, I was informed the store I got the phones from (A VERIZON WIRELESS OWNED STORE) had lied to me in that I needed to add lines. At this point, the female representative informed me the activation fees would be waived, along with any other fees, and the lines were cancelled.
Saturday October 4, 2014 I again logged onto my Verizon Wireless.com account and saw that the lines I was told had twice been removed, were still active and alive with no physical devices actually being associated with the lines of service. AGAIN, calling customer service (call 5 10/4/2014) I spoke with a gentleman and expressed my frustrations as to being misinformed several times thus far. At this point, the customer service rep, after keeping me on hold for about 45 minutes, returned to the phone and advised my that the lines were set for cancelation, but not until my next billing cycle, and that I would need to call in again once all service, activation, and whatever else charges were put on my account to have them removed. During the conversation, (without me asking for a single thing at any point during the conversation except just to have the lines turned off and refund the fees) The customer service rep informed me that he was sorry and his manager was sorry for inconvenience that VERIZON had caused me, as a small toke of VERIZON’s appreciation, VERIZON would waive any and all fees associated with the two lines I was forced to add, to include any and all early termination fees. Again, I never once asked for anything, but was offered by VERIZON employees and a VERIZON manager. I was also informed that when I did call back in, the next customer service rep would see all of these offers in my account notations and would comply.
Tuesday October 7, 2014, I was able to view my bill and had observed the added charges associated with account activation, and lines of service. At that point I again called Verizon customer service (Call 6, 10/7/2014) to have these charges removed. Upon calling and AGAIN explaining the two weeks of hell VERIZON had caused me, I was again apologized to, and informed that the last customer service rep had notated everything as I had explained and was informed and exactly quoted by the representative from VERIZON “We are nothing without our integrity at VERIZON, and VERIZON told you we would waive all of these fees (as notated in my account) VERIZON will stand by our word.” At that point, I was told I would need to be placed on hold as the charges and fees were large (about $263.00 in service fees and $700.00 in early termination fees) it would take a while for the customer service rep to work with his manager to have these charges removed (and in the case of the ETFs, not post to the account at my next billing cycle). After one hour of sitting on hold, I was again in contact with the customer service rep and told, he and his manager had put in for every single refund and credit, the VERIZON MANAGER had approved all, but one final approval was needed which may take a day or two. AGAIN all of this is notated in the account as to offers and promises made by VERIZON wireless employees and managers, and again I had NEVER asked for a single penny refunded, but was offered. I AGAIN was completely willing to pay for the phones and the ETFs without problem, but was again and again offered such refunds and credits by VERIZON employees.
Wednesday October 9, 2014, because of the continual misinformation I have been given by VERIZON employees, I contacted VERIZON customer service again (call 7, 10/9/2014) to check on the status of the credits and refunds. At that time, I was informed, that many of the credits had been approved, but both ETF fees were denied and would only be refunded if I returned the devices. As frustrated and confused as I was, I calmly explained every single thing that was offered to me again by VERIZON and was confused as to why a MANAGER for VERIZON would offer such things and then they would be denied. The female customer service rep informed me that she was unfamiliar with the situation, would message the male customer service rep and or manager I spoke with on October 7, 2014 and have them reach out to me to explain. I was also told I would hear from them within a “few hours.” This call was placed at about 9:00 a.m., and by 6:00 p.m. I had still not heard anything back from VERIZON. At that time I again called VERIZON customer service (call 8, 10/9/2014) and spoke with another customer service rep. Again for the 8th time explained the entire VERIZON lying situation, and was told that he (VERIZON representative) saw was I had been offered several times (refunds and credits) in the account notations and “too bad, VERIZON does not offer refunds or waivers of ETFs.” At this point in the conversation, without completely cursing out the representative, I asked to speak with his supervisor and was turned over to another supervisor to speak with. Upon speaking with the supervisor, I was informed (for the first time) that although VERIZON WIRELESS employees / MANAGERs had offered me refunds of ETFs, WHICH WAS DOCUMENTED NUMEROUS TIMES BY VERIZON in my account details, VERIZON simply could not waive these fees. I again informed the manager that I didn’t care about the fees and was willing to pay, but I was tired of being LIED TO. At that point in the conversation, I was again apologized to over and over again and as a token of apology from VERIZON, he a VERIZON MANAGER offered me a $70.00 bill credit in order to help with the ETFs. Again, I never once asked for anything, but was offered time and time again from VERIZON EMPLOYEES and MANAGERS. I thanked him for his offer and the call ended.
October 10, 2014 (AGAIN after repeatedly being lied to contacted VERIZON customer service to check on the status of my credits (call 9, 10/10/2014). At that time, I spoke with a female representative and again explained the entire dilemma caused by VERIZON. Again, I was apologized to countless times and was informed that a bill credit for $70.00 was pending as I was informed on the previous night by a VERIZON WIRELESS MANAGER, but she did not have access to see any further details. After again apologizing countless times, the customer service representative seemed to be frustrated that I had been treated so negatively and informed me she was going to address this with her manager. Upon her return to the line, and again without ever asking for one single thing, the VERIZON representative with her VERIZON MANAGER offered to meet “half way” with regards to the lowest ETF fees associated with my accounts and provide a $235.00 bill credit to help me and as a token of “sorry for VERIZON’s screw up and constant lies.” I was also told I would be contacted by her manager within four hours at approximately or before 2:00 p.m. 5:00 p.m. on that same date, after not hearing anything back I again called VERIZON customer service (call 10, 10/10/2014) spoke with another customer service rep and told her the entire story over again. I told the rep I wanted to speak with a manager right at that moment and was placed on the phone with a woman named Linda I believe. Linda informed me that the credit I was previously told I would be given earlier on that date was rejected and I would not be given it. Again without completely going nuts, I calmly explained my complete disgust with VERIZON and the constant lies I was being told. Again after countless apologies from another VERIZON MANAGER, she politely explained to me again the whole VERIZON cannot offer such refunds or credits associated with ETFs and was appalled that anyone in VERIZON would offer such things knowing they could not be given. While working with her, she informed me the best solution to saving money was to cancel my original phone accounts and keep the two new lines that were pending deactivation, which would result in a $250.00 reduced ETF as opposed to a $700.00. I agreed based on her advice without argument and was informed it may take a few hours for the new numbers to be placed back on the IPhones. Two hours later, my phones still not turned on, I contacted VERIZON again. I had also noted that every single bill credit previously applied to my account was back on the account. At this point being as furious as I was, I again called VERIZON WIRELESS (call 11, 10/10/2014) demanded to speak with a MANAGER and was placed on hold. After waiting for an hour on hold (no exaggeration) the customer service representative returned, apologized for everything including the wait time, and placed a male MANAGER on the phone. After explaining the entire three plus week VERIZON lying dilemma, which he was able to see in the account notes where every VERIZON employees acknowledged the misinformation of the previous employee I had spoke with, he again apologized and explained that I did not lose the bill credits, but because two lines had been canceled, the credits were instead applied to my unbilled ETFs, and they would appear on my next bill. He also informed the SIM cards in my devices would still require more time to activate and that they should be turned on by 7:00 a.m. the next day.
While doing research on the SIM issue, I found that VERIZON policy was immediate and SIMs would not require rebooting time to come out of I believe it is called “AG” or “aging” status. Again contacting VERIZON customer service (call 12, 10/10/2014) spoke with a female customer service agent, who actually looking back was the only one not to represent falsehoods or lies, informed me that because the SIM cards were previously associated with cancelled lines, I would need to go to a VERIZON wireless store and get two new SIM cards. At this point in the day it was about 10:00 p.m. and all VERIZON stores were closed for the day. With no choice in the matter, I agreed, and asked just out of curiosity, on the status of the$70.00 bill credit, I was promised on October 9, 2014. At that point the rep informed me that she was able to see that the VERIZON MANAGER had notated and put a credit request in while I was speaking with him, but then immediately cancelled his own request and closed the situation immediately following the completion of our call. I believe at this point in the entire situation I was so fed up this did not surprise me whatsoever so who could I complain to. The very nice customer service representative again apologized for the continued lies I was told and offered me (not a bill credit), but a data GB credit for 12 months (again without me asking for anything). In her own words “I do not want to promise you the world and then lie to you and get your hopes up thinking it will happen as has happened to you numerous times.” I truly appreciated her honesty and her acknowledgement of the complete disgusting actions by previous VERIZON employees and MANAGERS.
The next day October 11, 2014 I drove with both IPhones to the Verizon big box store, explained the entire story to the employee, was apologized to for a 20 minutes, the manager came out and apologized as well, GREAT CUSTOMER SERVICE! The store is located at 2028 Florence Mall Rd, Space 1139, Florence, KY, (859) 746-3790 (Manager was great so was employee). Never once offered me anything to make up for mistakes VERIZON had made in the past, which I really didn’t care because I never asked nor expected anything, but were truly grateful for my service (I am military and a Federal Law Enforcement Officer) and truly apologized for the actions of the Verizon Sore in Cincinnati Ohio (Again the manager stated the manager at the Cincinnati store lied), and especially apologized for all the lies and mis-information given to me over a three plus week time period.
Finally, October 15, 2014, I log in to my Verizon wireless account to view my features and reactivate VERIZON’s high definition calling features and see that since September 19, 2014 (original date I purchased the IPhones) I have been charged for Verizon Cloud storage. I HAVE NEVER AGREED TO THESE SERVICES, NEVER REQUESTED THESE SERVICES, NEVER EVEN NEW THEY WERE THERE!!!! Again had to call VERIZON for the fraud and lies they are perpetrating on a daily basis, COMPLAIN to another customer service rep (call 13 10/15/2014) in order to get the fraudulent charges removed from my bill.
Conclusion
Here I sit writing this long complaint that no one in VERIZON will ever be held accountable for, no one will answer for the lies, mis-information, and disrespect employees and VERIZON MANAGERS perpetrate even though each lie was documented by VERIZON in account notations, and no one will be accountable for the lies the retail stores tell in order to increase their QUOTA to activate a certain amount of new lines per month. I am utterly disgusted with the treatment I have received, will be requesting these notations (if they have not been deleted from my account), have documented each conversation, and recorded many of the conversations, with an end result of pretty much nothing. VERIZON does not care about their customers and could probably care less about my terrible experience. While there are several other cellular options available, they are all crooks and liars just as the perfect documented examples of VERIZON employees and management lying in this case.
ChristopherGiogetz,
Thank you for taking the time to share your experience. I am shocked by the many representatives that you had to speak to regarding your first request. This situation should have never gotten to be complicated and resulting in multiple calls from you. I apologize on behalf of those representatives for dropping the ball. I do agree that the representatives do need to be held accountable and I would like to submit feedback for those that you worked with. I have sent you a direct message. Please reply to the direct message so I can begin submitting feedback.
AndreaS_VZW
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Customer Service Complaint - Need Assistance ASAP and not getting it!
I sent in my Yoga Laptop for repairs two weeks ago. When I spoke with technical support, I was told that my laptop would be fixed within 7 business days, and returned to me. These 7 business days have since passed and I have yet to receive an update on my laptop, let alone my actual laptop. When I called to complain about this to 1-877-453-6686, I was told I would be getting a call back from customer service within 48 hours. These 48 hours have also passed and have not yet received a call. I called again today to find out what was happening and was told nothing more than "you will be contacted by them within 48 hours".
I was supposed to leave for Europe this past Sunday, and was told by the person I originally spoke to that I would have my laptop by then. Nope. Nothing. I am now leaving next Sunday and am very worried I will have to go purchase a new laptop, at my own cost, because Lenovo is unable to uphold to their customer service standards and provide me with any feedback. I am at the point of filing a complaint about the company to the Better Business Bureau here in Canada, but I feel the problem would best be resolved if Lenovo actually contacted me back. I have been without a laptop for 2 weeks now, and as a student, this is too long!!
Lenovo Customer Service, please contact me ASAP! I am not a happy customer right now and you guys have caused me way more stress than I need.
Thank you!
Andrea L.
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Adobe Customer Service Complaint (CS4 Master Collection)
Hi, I'm new to the forum but I have been browsing it a lot recently in reference to an ongoing issue of mine. I've largely given up on my original problem right now as I've been in touch with Adobe Customer Support no fewer than five times - online and over the phone - to little avail or respite. Instead, I'm making this post just to get it out in the open how DISGUSTED I am with the quality of customer support offered by Adobe and add to the HOARD of complaints already up here.
Before anyone jumps in and tells me what I already know, I do realise that this is a community forum and it's not a place for voicing issues with the company. However, seeing as this forum is that which comes up on google most predominantly (complaints included), I figured it was the best shout at getting my issue heard by the world at large. This is especially seeing as I've already sent my complaint to the 'official' adobe support email address, but given my current faith in their ability to respond to customer issues and complaints, I'm not exactly expecting anything useful in response to my letter - as you might figure from what I have written below.
Anyway, as such, consider this post either a consolidation or an emphatic shoutout to anyone who also has major grievances with Adobe's pathetic and totally unsupportive support system.
Dear Sandesh,
I am writing to make a formal complaint about the way in which several members of your staff have handled a case of mine recently. For your reference, the case numbers opened by your staff members are #0212480723, #0212621543 and #0212612935. Also, find attached at the bottom of this letter two separate online conversations that I had with your staff members within 24 hours. I am frustrated to even have to quote you three separate case files seeing as each of them relate to only one case, yet for some reason, your staff members opted to open new cases each time I was in contact with them rather than add to or resolve the cases already opened on my behalf. This is a ridiculous way to run a support company that is not at all focused on the customer at all.
Furthermore, I say staff “members” simply because on the 5 separate instances that I was in contact with Adobe Customer Support, I spoke to a new support administrator each time. Not only is this incredibly frustrating in itself, but the simple issue that none of your staff members seemed at all capable of referring to notes made by previous staff members, which meant that each and every time I had to chase my case up I was forced to go through the entire process of explaining the problem to every person I spoke to – either online or on the phone.
This meant that I had to waste time to accommodate your staff’s incompetence by continuously explaining my serial number problems. If only ONE of your staff members had proved capable of writing decent, comprehensive notes about my calls and only ONE of them had proved capable to read the notes made then I would have been to save HOURS of my own time and HOURS waiting to hear back from your team about my issue.
Not only this, but on three separate occasions I was promised a call back and/or email response to my problems within 24 hours of getting in touch with Adobe Customer Support. This was after two of your staff members told me that my case had been ‘escalated’ to a higher department as they did not have the means to deal with and investigate my problem correctly. Needless to say, none of these responses from the higher department actually occurred otherwise I would not have had to get in touch repeatedly. I am absolutely disgusted that multiple members of your staff made these assurances to me and for NOT A SINGLE ONE of them to follow through. On the second occasion where I was assured my case had been escalated to the higher department, I repeatedly asked the support administrator what the name of the higher department is and who my contact from the department would be and the administrator totally evaded my questions, simply telling me that I would hear back within 24 hours.
As I’m sure you can guess, I did NOT hear back in 24 hours. As such, I went onto Adobe Live Support again and spoke to Nakul. Rather than explaining why my case had not been handled in the way that was promised, Nakul simply dodged all of my questions and decided to treat my case as if it were brand new. As such, I had to go through the motions again of explaining my serial number problems, only for him to ignore them and – unlike the previous 4 people I had spoken to – decide that he DID, in fact, have the answer. Rather than actually help me, however, he opted to simply tell me that my product was unsupported because of where I bought my product from.
Having already uploaded my receipt of purchase and not received anything from Adobe by way of response, I feel that Nakul’s not-so-solution was beyond unacceptable. Firstly, because if Nakul is right, then WHY weren’t your other staff members capable of telling me this beforehand? Secondly, because if Nakul is wrong – as the previous members of staff would have led me believe – then it is totally inappropriate for him to have to completely dodged my original issue in favour of simplifying it by telling me he couldn’t do anything. In the end, it seems that Nakul has opted to ‘withdraw’ all of my cases DESPITE MY SPECIFIC, REPEATED REQUESTS THAT HE DID NOT DO SO as I was not at all satisfied in the way he had concluded my case. I AM INFURIATED AND INSULTED BY THIS.
The sheer inconsistency, incompetence and laziness displayed by all of your staff members in relation to my issue is COMPLETELY APPALLING. I have never been so stressed or insulted in attempting to get a problem resolved in my entire life. Because of your DISGUSTING way of treating your customers, I have LOST OVER A MONTH’S work time through having to compensate entirely for the way your team handles problems. EVEN NOW, MY PROBLEM IS NOT RESOLVED AND I HAVE HAD TO GIVE UP. Given that your team solely deals in customer support, I FAIL to see how they can be so APPALLING at their work and how they have not been reprimanded already – especially given the quite ASTOUNDING volume of complaints about Adobe Customer Support already published throughout the internet.
I have included my last conversation with Nakul for your reference to see my level of frustration in this conversation. I ask that you read it to see where I am coming from. Naturally, however, by this stage, however reasonable courteous I feel that this is, I completely do not expect you to offer me anything by way of apology or assurance, or even to offer me some kind of sound solution to my problem. However, you can guarantee that I will be adding this complaint letter to the Adobe community forums whatever your response – or not – just to emphasise that it is certainly time that SOMEONE in Adobe does SOMETHING about the way its horrific support service is run.
Charlotte
Conversation 1
Hi, we are currently helping other customers in line ahead of you. We'll be with you as soon as possible.
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You are now chatting with Biswaranjan. To ensure we stay connected throughout our interaction , please don't click on the 'x' in the chat window. Doing so will disconnect our chat session.
Charlotte : Hello
Biswaranjan: Hello! Welcome to Adobe Customer Service.
Biswaranjan: Hi Charlotte.
Charlotte : Hi, thanks
Biswaranjan: I am sorry for the delay.
Charlotte : That's fine. To save some time, please may I ask you to refer to the details currently held for case 212480723
Charlotte : As this support request is a continuation of this case
Biswaranjan: I will definitely help with this issue.
Biswaranjan: Please allow me 2-3 minutes while I check the case number for you.
Charlotte : No problem
Biswaranjan: Thank you.
Charlotte : Not a problem. In short, I am contacting you because in spite of my phoning Adobe Customer Support twice since the case was opened, I have yet to hear anything in response.
Charlotte : This is despite being told by the second individual that the priority of my case had been upgraded to a high level and that I would receive a phone call from the technical support team within 24-48 hours after they had done some investigation into my issue.
Charlotte : Obviously, this is very frustrating for me as it is impeding my work presently.
Charlotte : I am currently using Adobe CS4 Master Collection on a trial basis and the trial will shortly run out, which will obviously bring my work to a halt.
Charlotte : As such, I am very keen to get an answer to my issue and incredibly disappointed by Adobe Customer Support so far, as I feel like I am being misled or ignored.
Biswaranjan: I apologize for the inconvenience caused.
Charlotte : Thank you. Obviously I understand that this is not your fault personally, but it is appreciated nonetheless.
Charlotte : More importantly, of course, I just need this issue resolved ASAP
Biswaranjan: I'll be right with you.
Biswaranjan: Thank you for waiting. One moment please.
Charlotte : That's fine.
Biswaranjan: Sorry for the wait. Please do stay online.
Biswaranjan: Thank you for staying online.
Biswaranjan: I checked and see that the serial number you have provided is invalid. Since you have purchased the product from eBay.com, in this case I will suggest you to please contact the reseller to get the valid serial number.
Charlotte : I have done this already. I have already spoken with the seller at considerable length, and he has provided me with the original receipt of purchase and confirmed that he has no other serial number available.
Charlotte : Again, I have already told other members of Adobe's Customer Support this. The first support administrator assured me that by providing the original receipt of purchase (which I have already done), I would be sent a new, valid serial number by Adobe.
Charlotte : After hearing nothing from them again, the second support administrator told me that he would chase the case up to higher technicians/'investigators' who would get back to me in 24-48 hours. This was last week and I have yet to hear anything.
Biswaranjan: I'll be right with you.
Biswaranjan: Thank you for waiting. One moment please.
Biswaranjan: Sorry for the wait. Please do stay online.
Charlotte : That's not a problem. I will stay online.
Biswaranjan: Thank you for staying online.
Biswaranjan: In this case I need to escalate the issue to the higher department so that they can assist you with the issue. Is that okay with you?
Charlotte : It is okay with me, yes. However, I have already been promised this by another Customer Support advisor and I have yet to hear anything. As such, I'm sure you will understand that I am sceptical that this will resolve anything/
Charlotte : As such, I would appreciate some contact details for this department/higher advisor in the event that I need to get in touch with them
Biswaranjan: I will assure that you will get the resolution with 24 hours.
Charlotte : Okay. Regardless, please could you tell me the name of this higher department and or the advisor that I will be dealing with? Also, will I hear from them via phone or email?
Biswaranjan: Once I escalate the issue you will get the resolution via an email within 24 hours.
Charlotte : Very well. Please could you confirm this for me by updating my case file on the Adobe Support Centre accordingly with all of these details
Charlotte : Including your own details, that is
Charlotte : Just for reference for who I have spoken to about this
Biswaranjan: You will get a case number for this conversation.
Charlotte : Will this include all the information I have asked for?
Biswaranjan: You will also get the whole chat conversation.
Charlotte : Thank you very much. This is very much appreciated.
Biswaranjan: You are welcome.
Biswaranjan: Is there anything else I can help you with?
Charlotte : In which case, if in the event that I have not heard anything by 10:
Charlotte : 30am GMT tomorrow, I will phone Adobe Customer support directly
Charlotte : And quote this case number and conversation
Charlotte : No, that will be all for today, thank you very much for your help
Charlotte : I look forward to hearing a response from your higher department
Biswaranjan: It was pleasure assisting you.
Biswaranjan: You may receive an email that will contain a link to complete an optional survey to provide your feedback on the support experience. Your feedback is very much appreciated.
Biswaranjan: Thank you for contacting Adobe. We are available 7 days a week, 24 hours a day. Goodbye!
Charlotte : Thank you. Good bye
This chat session has ended.
Thank you for contacting Adobe.
Conversation 2
info: Hi, we are currently helping other customers in line ahead of you. We'll be with you as soon as possible.
While you wait, you can try our community forums where experts are online 24/7.
info: You are now chatting with Nakul. To ensure we stay connected throughout our interaction , please don't click on the 'x' in the chat window. Doing so will disconnect our chat session.
Nakul: Hello! Welcome to Adobe Customer Service.
Charlotte : Hello Nakul
Nakul: Hello Charlotte
Charlotte : Please may I ask you to refer to the cases numbered stated
Nakul: Let me check on that case.
Charlotte : CaseS. Plural.
Nakul: Thank you for waiting. One moment please.
Nakul: I'll be right with you.
Charlotte : Right, well. Whilst you're investigating, I will tell you my situation.
Charlotte : I am incredibly disappointed and infuriated with Adobe Customer Service at the moment. One TWO SEPARATE OCCASSIONS I have been told that my case has been escalated to a mythical 'higher department' and that I will receive a response to my serial number issues within 24 hours
Charlotte : As you will see, my first case was opened at the end of February and it is still marked as 'Pending Adobe Response' and as of yet I have yet to hear anything of substance
Charlotte : I will state clearly right now that I DO NOT WANT YOU TO CLOSE EITHER CASE
Nakul: I understand.
Nakul: May I know where did you purchased the product?
Charlotte : And instead, I would like to know the exact NAME of this higher department and a contact number
Charlotte : You would be able to find out by checking the receipt attached to my case
Charlotte : The point is that I already know you will not be able to help me with this issue - hence why my cases have been escalated by the higher department - and so I wish to be put in touch with the higher department immediately
Charlotte : I am FED UP of running around in circles at this level and answering the same questions REPEATEDLY
Charlotte : I apologise to hit out at you personally like this, but I just want to get in touch with someone who can actually and actively HELP ME instead of making empty promises
Nakul: Sorry for the wait. Please do stay online.
Nakul: I checked and see that you have purchased the product from eBay and reseller who has sold this has purchased the serial number from TOPPER GLOBAL LIQUIDATORS INTERNATIONAL.
Charlotte : You are correct
Nakul: In this case you need to contact Ebay. As this was not direct purchase from authorized reseller.
Charlotte : This is not what I have been told before
Charlotte : This includes what I have been told by other Adobe customer support agents on Live Chat and over the phone
Nakul: No I am sorry, there was little confusion about point of purchase. As you have purchased from Ebay to need to contact Ebay if not the reseller from whom you have purchased.
Nakul: Iam sorry there are no other options.
Charlotte : And is the result of the investigation by the 'higher department'
Charlotte : Because if so, I want to know exactly WHY I have not received this already in writing from a named agent from Adobe
Charlotte : As this is what I was promised
Nakul: Yes, that is correct.
Charlotte : Forgive me if I do not trust the conclusions made by an agent at this level, after I have already been fobbed off and mislead by so many others
Charlotte : Please tell me WHY I have not received this in writing then before having to contact you again now
Charlotte : And may I just take the opportunity to point out that Adobe's customer service is without question THE WORST customer service I have ever had the mispleasure of having to endure
Nakul: I am really sorry, I truly understand your concern. You can send us the email to [email protected].
Charlotte : I will certainly do that
Charlotte : In the meantime, I request that you DO NOT CLOSE OR DELETE EITHER OF MY CASES
Charlotte : As I am firmly dissatisfied and mistrusting to the conclusion that you would have me believe
Nakul: Okay I will not close the case. You can mention the case number in the email also.
Charlotte : I have all of my previous conversations with adobe customer service agents in the past in writing, and the information you have given me directly contradicts what I have previously been told about investigations and responses
Charlotte : Furthermore I would like to point out that the serial number I have used to activate my product has come from an adobe sealed product
Charlotte : It has not been used before
Charlotte : And neither has it been fabricated
Charlotte : The box has an adobe barcode and seal and so I see no reason why Adobe cannot fulfill the promise already made to me that it would provide me with a valid serail number or a valid reason why this cannot be done
Charlotte Cartner: But regardless, I do not wish to discuss this with someone at this level
Nakul: I am sorry, as because the purchase was from Ebay we are not able to help in this issue.
Nakul: We do not support for the Ebay purchase products.
Charlotte : It's not an ebay product. It's an AUTHENTIC ADOBE PRODUCT
Charlotte : Adobe generated the serial number, so why on earth can the company not CORRECT IT
Charlotte : The serial number was ACCEPTED upon my initial activation of the product!
Charlotte : It was only AFTERWARDS that it was suddenly and magically decided that the serial number wasn't valid!
Nakul: I'll be right with you.
Nakul: I am sorry, In this chat itself you have mentioned that you have purchased from Ebay and hence you need to check with the point of purchase itself, there are no other options.
Charlotte : I have checked the point of purchase
Charlotte : But the bloody point is that the serial number was ACCEPTED, and then the activation server came back to me TWO DAYS LATER and said that 'LICENSING FOR THIS PRODUCT HAS EXPIRED'
Charlotte : Accordingly, this problem has LITERALLY NOTHING TO DO WITH THE POINT OF PURCHASE
Charlotte : It has to do with ADOBE
Charlotte : Do not try and rub me off onto some phony excuses to legitimise your support teams pure, ridiculous incompetence
Nakul: I am really sorry. I checked all the possibilities, there are no other options.
Charlotte : Somehow, I fail to believe this as again it DIRECTLY CONTRADICTS INFORMATION GIVEN TO ME BY OTHER CUSTOMER SUPPORT AGENTS
Charlotte : So which one should I believe? You or the first guy I spoke to, the second guy I spoke to, or the third?
Charlotte : Forgive me if I am dubious as to the validity of any claim you are making
Charlotte : You've taken the easiest conclusion to resolve this problem to your convenience
Charlotte : And by way of fact, you're totally ignoring what I'm telling you
Nakul: I am sorry for the wrong information provided by earlier agents. We do not support for the eBay orders as it is not an authorized reseller to Adobe.
Charlotte : Well, in which case, I insist on complaining about the other agents
Charlotte : I believe their names and or agent ID numbers should be marked in my case files
Nakul: Sure, you can send a complaint to [email protected].
Charlotte : I see no reason why my problem should have to be dragged out by FALSE INFORMATION provided by other agents
Charlotte : And NO. I want YOU to put me in touch with your departmental supervisor or manager
Nakul: I truly understand.
Charlotte : I will NOT ACCEPT a generic email address that bears no promise of a response or certified apology for all this aggrevating inconveneince
Charlotte : I want a NAME, a JOB TITLE, a PERSONAL EMAIL ADDRESS and a UK phone number for whom I can address this complaint specifically to
Charlotte : As this is totally unacceptable. #
Nakul: We have one more email that directly goes to the manager, that is [email protected].
Charlotte : And what is the managers name?
Nakul: Sandesh, you can mention his name in the subject.
Charlotte : I'll mention it in the address line, thank you
Charlotte : And what is their phone number
Charlotte : And please may I also have their last/surname?
Nakul: I am sorry, we do not have the option to provide the contact number of Managers.
Charlotte : Then at least give me a surname
Nakul: His first and last name is Sandesh Acharya.
Charlotte : Thank you. Please inform him that he will be hearing from me very soon.
Nakul: Sure, I have already informed about this. You can send the email right away.
Charlotte : Thank you
Charlotte : That will be all
Charlotte : No, there is nothing else you can help me with today
Nakul: You are welcome Charlotte.
Charlotte : Thank you and good bye. Have a good day.
Nakul: Take Care Charlotte.
Nakul: I am really really sorry for this inconvenience.
Nakul: Thank you for contacting Adobe. We are available 7 days a week, 24 hours a day. Goodbye!
Charlotte : Good byeWhat ended up happening with this? I am simultaneously glad to know that someone else has gone through what I am in the midst of, and apprehensive to know the outcome as I feel like they will throw you around enough to the point that you either give up or they can cover their trail and delete the evidence of their wrongdoing and deceit! Ha, sounding like a conspiracy theorist. THANKS ADOBE, LOOK WHAT YOU'VE TURNED ME INTO!
-
Complaints for iPad 2/Customer Support
Please bear with me, I am new and extremely dissatisfied/frustratedwith Apple’s hardware, software and customer support.
I received my apple iPad 2 the day before yesterday (orderedthrough AAFES). I am abroad working inKuwait with the military. I charged thedevice (of course with the supplied charger and cable), plugged it into mylaptop, which has the most recent iTunes, registered my product and powered iton. After less than a minute of checkingthe device I noticed a dead (not misfired, but dead) pixel. My first reactive step was to reset the ipad,hoping that would help. Reset was successful, but did not correct the dead pixel. I then connected to the net through my wifi router and d/l a couple basecolor photos to see if this would show some reaction from the pixel, the pixeldid not change… it’s dead.
I took the iPad 2 to the nearest distributor in Kuwait. The representative verified that it was adead pixel and notified me that Kuwait doesn’t “officially” support iPad 2 yetand that they have just gained the support for iPad 1 and that I must contactApple in the States.
I went through the motions and attempted to do an RMA through the net… BUT, Apple will not mail a device to an APO (their reasoninghad something to do with signature confirmation not being available at APO…which I know as a fact is bogus because I work for the APO and yes, we sign forALL accountable items… delivery confirmation, insured, certified and registeredmail on the PS Form 3883 and when a customer picks up their parcel, they sign aPS Form 3849, so please Apple, get your information straight!). So because of this dilemma, I had to call thecustomer service center.
Luckily I have VOIP because it’s roughly $1 to $2 a minuteto call the US from Kuwait (no, 800 numbers aren’t toll free for internationalcalls, just in case anyone did not know that). The representative was kind and curious, so no complaint with himpersonally. He asked me to go to a localstore, I filled him in on all the steps I took and asked if I can just ship itto a service center and if they could send me a shipping label (yes, Apple,good customer service departments actually DO pay for a shipping label), he putme on hold to see if he could get approval from senior officer, I mean seniorsupport specialist (I’m guessing it was a “lead” and not a “supervisor”). He told me that was a no go. He asked when I would be in America on leave…this is not an option for me in my position. The ONLY option he could give me was for me to ship my device to a friend/familymember, have them go to a retail store, have them “test” the device, then havemy family member/friend ship it back to me. This is very very very problematic for me for soooo many reasons. First off, it seemed as though, through hisvoice/tone that they would not replace my item with a new item… meaning, theywould repair the BRAND NEW LEMON for me. Second thing is, my only point of contact, my mother, is inFayetteville/Ft. Bragg, North Carolina. The rep told me that the nearest service center is in Raleigh, NorthCarolina. That is about a two hourdrive, or course depending on traffic; meaning my mom, would have to dedicate aminimum of 4 hours driving. Next issueis economics, gas is not cheap, and my mom drives a (constant) 4x4 FordExplorer… $$$. Not Apple’s fault, Iknow. Next thing is, if they arerepairing the device, how long would that take? She would probably have to drop it off and pick it up later on in theweek. That now puts us to 8 hours of traveltime, and pretty much two days out of my mom’s schedule. And the last issue would be, I should now berequired to keep a LEMON. I want a brandnew, fully functional device, THAT is what I paid for.
How can a company which, according to its June earningsreport, has $76.2 billion in cash and marketable securities treat theirconsumers in such a fashion??? (According to the latest statement from the US Treasury, the governmenthas a cash balance of $73.8 billion, as of Wednesday, FYI.) This is total and utter bullsh*t.
I will next rant about my hates about their software; I mustremind you that I’m a newb to iTunes and supporting software (I own a coupleiPod classics and had an iPhone 1, but the software continues to mutate).
The iPad 2 Safari browser will not natively allow one todownload… anything. But for $5 you cango ahead and pay Apple $5 to buy their Safari downloader.
In order to download “FREE” apps from iTunes, you MUST enter your creditinformation… Apple has two work-arounds for this, you can BUY an iTunes prepaidcard… um, guys, please define to me the word, FREE; next (as the rep told me onthe phone) I can register with my credit card, and delete it out later on…hmmmmm I bet it is still saved on the server. Anyone know what just happened to Sony’s network recently? Yeah, I’m wondering about the legality ofthis, but I’m not a lawyer and US e-laws are about 20 years out dated anyways.
As I said earlier, I reset my device, from the device. I tried to do this again, and it would justhang on the black screen with the apple logo and a non-responsive statusbar. So I tried to reset through iTunes. You can’t just reset the device,you are REQUIRED to have an internet connection and download the newestsoftware. This is fine if you’re always plugged in, I might not even complain if I was in the US right now… but torequire that is ridiculous… not to mention, if one were to have their device jailbroken (yup, Apple, you lost in court, so deal with it… not just in America,America took a long time to finally tell you that, MULTIPLE countries sewed you and found your tactics unlawful); this makes it difficult to use you free,non-big-brother approved software.
You cannot natively test your video, audio or microphone quality. Wow, you guys could at leastload an Apple commercial on your device so someone could watch and listen toit. So I have to d/l skype just to testmy microphone (I’m sure there are many other programs, but the fact that I haveto go out of my way just to make sure the device works, is just, wow, non-expletivesjust can’t explain it).
And last, and probably least, they could have put a couple songs, videos, pictures or games on there. Not a big deal, but if this is supposed to be such an awesome device,Apple, show it off, don’t just advertise and trick the end users into believingthat they will have a nifty device right out of the box. Do you other users actually pay the extracouple hundred dollars for your programs like Apple wants?.. or are you alljail breaking and unlocking?
I’m sorry to all you die hard Apple lovers if you areoffended, and I’m sorry if I’m naïve or maybe a little ignorant to the “Appleway of life,” but if Microsoft did this, everyone would flip out. Heck, they got sued for adding extra stuff totheir OS; but, it’s ok for Apple to make their devices so minimalistic that it’shardly better than a word processor with web browsing capability and a couplecameras? I like my Kindle a lot more, it’san ebook, advertised as an ebook, works as an ebook, and they added some cool extras like text to voice and web browsing.
Ok, I’m done for now. Can anyone please give me some information on how I can get this POS replaced with a brand new, in the box, sealed and fully functional (lol, well,as functional as the iPad 2’s come, out of the box)? If not, how can I spread my complaint as farand wide as possible? And with that,does anyone know the buyer’s remorse policy on electronics? (oh, AAFES won’t give one ounce of supportfor Apple products, normally they would give a 15 day, but for Apple, becausethere have been SO MANY issues, they no longer assist, as a matter of fact,when you buy an Apple device from them, you have to sign a paper saying thatyou understand that if the device is defective or inoperable in any way, thatyou will not ask AAFES for help… at least in the local PX’s here.)
PS I appologize for the typoeees, I cut and pasted all this and for some reason it smushed some of the words together.I’m not quite sure what you’re referencing as“misinformation” or “ridiculous statements,”
I was referring to these:
The iPad 2 Safari browser will not natively allow one todownload… anything.
Not true. It can download PDFs and Images. iOS apps are downloaded through the AppStore. But not allowing you to download just any old files is what keeps iOS free of viruses and malware. It's a security feature.
pay Apple $5 to buy their Safari downloader.
Not true. Apple does not make and charge for any Safari Downloader app.
In order to download “FREE” apps from iTunes, you MUST enter your creditinformation…
Not true, as the link posted above proves.
So I tried to reset through iTunes.
No you didn't. You can't reset the device through iTunes. You can restore it, which means re-installing the OS, which of course requires an internet connection to download it.
if one were to have their device jailbroken (yup, Apple, you lost in court, so deal with it…
Not true. Apple didn't lose anything in court. They never even went to court. It was the Copyright Office.
MULTIPLE countries sued you and found your tactics unlawful
Not true. No countries have sued Apple.
You cannot natively test your video, audio or microphone quality.
Not true. iPad is designed to be synced with iTunes, which is where your music and video is stored. The AppStore has many easily downloadable free apps that use the microphone. Videos and music can both very easily be played in the web browser.
they could have put a couple songs, videos, pictures or games on there.
Why? Your iTunes Library should already have songs and videos in. Pictures are easily obtainable, and so are many free games. People would complain like crazy if Apple put loads of crap nobody asked for on their iPad from new like you get on a Windows PC.
don’t just advertise and trick the end users into believing that they will have a nifty device right out of the box.
The iPad does everything it is advertised as doing right out of the box. But you will need videos, music and games to put on it. Same as a CD player plays CDs out of the box, but you need CDs to play on it. A car will take you on journeys, but you need gas to put in it.
Do you other users actually pay the extra couple hundred dollars for your programs like Apple wants?.
Of course people buy apps for their devices. There are hundreds of thousands of apps available. You expect Apple to provide you with every app ever made for free, pre-installed? Get real! People also buy applications for computers and other electronic devices, like they buy CDs for their CD player, DVDs for their DVD player. Nobody expects the manufacturers to provide them for free.
it’s ok for Apple to make their devices so minimalistic that it’s hardly better than a word processor with web browsing capability and a couple cameras?
If you had read reviews of the iPad and read the product info pages on Apple's website, you would've known EXACTLY what the iPad comes with in terms of hardware and software. It's all there in black and white.
I like my Kindle a lot more, it’s an ebook, advertised as an ebook, works as an ebook
The iPad does everything exactly as advertised - if it didn't, Apple would be in trouble with advertising regulators all over the world. Millions of people like the iPad, but if you prefer the Kindle, why buy an iPad? That makes no sense at all.
I have seen and read dozens upon dozens of reviews on the iPad and iPad 2…
Hmmm... somehow I doubt it. If you had, there is absolutely no way you could've had so much misinformation and misconceptions about what the iPad is, does, and comes with. -
Complaints - Lack of response - Please Help!
Here is a copy of an email that i have sent to BT twice in the last 4 days, as yet i have not received a response or even an acknowlegement.
Hi I have a complaint about my BT bill that I tried to resolve with no success via telephone this morning.
I am currently a long-standing BT customer signed up to the unlimited anytime plan plus friends and family mobile at £4.99 month. This is a continuation of a 12 month contract that I took out when I returned my calls to BT. Upon checking my bill (more closely than usual) I have discovered a discrepancy between what I thought I was paying and what I am actually being charged each month. If I log onto MYBT.COM>PHONE>CALLING PLANS & ADD ONS it states that my monthly charge including line rental is £16.53 ( I appreciate that this may increase by 50p to reflect another Line rental increase). However when I then look at the PDF copy of my latest Bill it states that my Calling Plan and line rental is £19.28, if I remove my £1.25 paper discount this equates to £17.78 not £16.53 as stated on YOUR website MYBT.COM when I log in.
When I spoke to one of your billing representatives today 'RAVI' said that he would refund the additional amount I have been paying on condition I signed up for another 12 month contract. When I said that this was unacceptable to expect me to agree to another minimum term contract when the error was BT's he said that was all he could do.
He stated that I was on the unlimited calls plan but was being charged £5.99 as I was not 'in contract' I explained that when I reached the end of my last minimum term contract that I spoke to BT and they advised that I would continue on the £4.99 deal without agreeing to a new contract term. Whilst the amount in dispute is very little I am somewhat disappointed in the way that this has been handled. Imagine if BT were to apply this charging model to all customers the amount would be very substantial.
I have always said to others that I have stayed with BT because whilst they are not the cheapest they were the best at what they do. Maybe it is time to reconsider where I should be routing my line rental and calls in the future.
I would like to hear your views on this matter
On another note when I try to complain via your ‘helpful’ website using the following link http://bt.custhelp.com/app/contact_email/c/2702,2706 I keep getting an error message saying ‘Your phone number must begin with a 0 or 1’ I have filled in the form correctly and cannot seem to submit it
Thanks in advance for any help.
Solved!
Go to Solution.Hi Craig
I understand your frustration when waiting for a response.
I've been there on a few occasions
The mods do receive a lot of email's, they'll get round to you as soon as they can
Did you provide a link to this thread (for reference) when you sent the email?
-+-No longer a forum member-+- -
BT COMPLAINT HELP Re: Lack of Customer Service/ In...
Hi all,
I havent posted for a while as ive been ill, but am hoping someone may be able to help...
I had been a customer of BT for around 3 years (All 3 services Broadband-Option 1, Vision Unlimited TV package, Free eve & weekend calls/line rental). Upon each year I found usually BT care would assist in giving me a better value package however this year I hear nothing back(despite heading up the email as URGENT and stating contract up 14th Sep! & also marked for a Manager, as id been assisted by Nigel ***** in previous years who had been the manager). However no reply.
I then decide given no reply that I'll look at some cheaper providers/see if I can get a better price (as money is tight with my illness) and managed to get a better deal by a long shot. So I phoned BT to explain this and ask asked for the MAC code. The lady (Tamara) didnt attempt to keep my custom or offer me anything but seemed to not want to give the MAC code as she kept putting me on hold again and again and then said it would have to be posted out within 5 days, to which I explained I needed it today to give to a new provider(as I didnt want to be charged for extra with BT), put on hold again, finally she said her manager (Paul of the Customer Options Team)had let Tamara give me the MAC code. Given the difficulty in getting it from them I made sure I checked the code in the following ways...
1. Checked if case sensitive - reply was that its all in capitals
2. I asked Tamara to read it out to me and I wrote it down.
3. I then asked if she could read it to me again so I could check it.
4. She read it back to me, this time including a forward slash and extra letter. hmm
5. I then read it out to her phonetically(eg A for Alpha) and asked her to say yes if correct.
6. All letters correct I was told.
7. I asked for the MAC to be emailed to MY HOTMAIL EMAIL.
Due to the difficulty in obtaining the code I ensured I wrote the date (13th September 2012) and the advisors name(Tamara) and the Manager(Paul of Customer Options) along with the call time of around 3.45pm approx 13/9/12.
I asked Tamara regarding the moving process and was told that once I gave the MAC code and it was given to my new provider to use it would then cancel my BT contract. I explained however that I was only moving Broadband and not TV package and asked if I would need to cancel the TV package today(as despite me asking regarding the 3 services it was not informed to me), so was then told yes and I asked for this to be done that same day(as contract was up). I asked if I should ask for the call package to be cancelled as it was likely Id go to broadband only service, but she said as id need the line that it couldnt be done until the MAC was used by the new provider. I explained I was concerned incase BT overcharged me for a futher month(even though my contract was up in a day or so).
I phoned up new provider (after deciding to go with the for new service)the following day (14/9/12) and got a new broadband sign up along with the line rental(calls package included eve & weekend) for a good price. I gave the mack code and was told this was incorrect. I found it odd over this given how difficult it had been to get this code the day prior so rang BT (on my house line) while having new provider on the mobile phone nearby and I spoke to BT at approx 3pm (14/9) and explained that I needed to check the MAC CODE as I had obtained it after difficulty the day prior and had my new provider on my other phone waiting to complete my new order. (After going through security) the man refused to read out the MAC code to me and stated I needed to read it to him and he would check. I explained as I had passed security I would like him to read it to me(the purpose being is that I had checked the code very well & phonetically with BT in my call and that leaves very llittle chance for error).The man refused to do this (strange?) so I read him the first two letters(he then refused to read the rest as stated I had to read him what i'd got), I found this a bit odd but did as he asked, to which he informed me it was correct. I stated this needed to be checked and he placed me on hold for over 7mins(while I had my other provider on the other phone and then the line went dead...great!).
I phoned up again and spoke to a different adviser(sounded an older chap and was very polite) and explained the same to him and he was most helpful and read me the MAC code with no difficulty(no asking me to read what I had first etc like the other advisor) and again I repeated the code back phonetically to double check. There were 2 errors in the code (given my prior adviser Tamara) and the first being G instead of J and D instead of P. Now, I appreciate mistakes get made but given how many times I checked that code and phonetically G FOR GOLF sounds nothing like J FOR JULIET and nor does D for DONALD sound like P for PAPA. So I finally get the correct MAC code and thank the polite chap you did help me properly and with no holding and messing about.
So I'd like to complain about the way this was handled :
1. BT firstly didnt reply to my email and thus didnt make any offer to me to retain custom, which is sad given ive been with them a number of years. (sent to bt care)
2. Also I had great difficulty getting the MAC code when phoning up, meaning I was holding for alot of the call. I was then clearly given the wrong MAC as I checked many times and the first time it was read out without the forward slash and an extra letter and so as detailed above I had it thoroughly checked phonetically. I also never received the MAC email as assured to my hotmail email address as I requested.
2. Subsequent call I had to make during peak time to obtain MAC again - male adviser (think he had a scottish accent)put me on hold for 7 mins and prior to that as detailed above would not read the MAC to me. Call was then cut after 7 mins BT's end which meant I hadn't time to ask the advisors name.
3. 3rd call to BT re: MAC code - Was given the code with no delay and man apologised Id had problems prior. I then found out that 2 letters of the MAC were incorrect as detailed fully above (even though checked phonenetic way)
I'm very dissapointed in the service of BT, firstly in not replying to my email re: my 3 contracts being up for renewal, then in not attempting to offer me any loyalty offer to stay or indeed anything at all. The most frustrating and expensive issue I am unhappy about is the 3 phone calls made to BT to obtain a correct MAC code and checking the code several times along with phonetically checking leaves barely any room for error therefore that is extremely frustrating. Also initally being told it had to be sent by email and would take 5 working days(when I explained I wanted it today).
Given the errors I would also like to check that the information I was given that id only be billed up to date of contract renewal date(as im not renewing and moving). Also I wasnt informed that my BT Vision Service could be cancelled immediately, it was me that had to check that and get the adviser to do that for me.(believe this is now done). I have ordered o2 broadband and line/calls package and this is in the process of set up. I would like my complaint to be investigated fully and so it would help if someone could let me know where to forward this?? Also I want to get a clear idea of what I will be billed for as my contract with BT is currently up and the MAC has been given over but should it take the new provider 6 days, how much will BT bill me? I hope that some action will be taken given the amount of calls I have had to make sorting things out & wrong info being given and would ask this be deducted from any final bill as this has taken alot of time for a simple issue.
Sorry that was long but I felt it justified and would like to know who best to send it too?
Any help, be most grateful xIf you would like to contact one of the UK based BT Care Team who moderate this forum, they should be able to help you.
They can be contacted using this link BT Care Team
They normally respond by phone or e-mail, within three working days, however you should get an immediate confirmation, with a tracking number.
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones. -
Complaints Lack of Customer Service and No respons...
Hi there
I have had very similar experiences. Misold BT Business Line with Braodband speeds. Engineer called and connected to an old second line at the property which would only give me 2 MB.
Complained - Nothing Happened
BT engineer said that my home line was " pants" as Chesterfield Broadband non existentr suggested I move my Braodband to Sky as they have better speeds and dont drop the connection!!!! I moved my home line to SJKY and guess what he was right!!!!!
Complained again about my Business Line - losing customers - no response
Complained via Twitter - no response only more promises of help.
BT deceided to increase my bill for no reason no letter no notoification April 2013 queried bills back to October 2012 - queriied this with Billing Accounts - they said sorry charges put on account in errror. Told Billing they were now in default of contract they cancelled the line said I would receive a refund of the incorrect charges.
Credit bill received which I assumed was the final bill so cancelled my Direct Debit and then ongoing bills still arriving
Calls amde to to BT Billing usually answered by Asia or Thailand had no idea of what i was saying most of the time number of calls in excess of 20 All calls State that account was closed in April and that bills incorrect.
Called again recently and spoke to Billing they promised to help but said that there were no notes of calls and contacts on system. E mail received from Karen Bernadino as I insisted that she acknowledge my call -E mail promising to help. no futher mail or phone call despite further e mail chase up requests.
Today - BT Chat - waited 20 minutes today no luck - called BT poptions team suggested I complain at www.bt.com/business complaints - doesnt exist.
At wits end now will write to Chairmain and Onbudsman - BT have a non existent Customer Service that costs us millions?
Looks as though whatever you do the only way you can get a complaint sorted through BT is to go on this forum to shame them in full view of the general public.
Please can someone help I am not paying Bt any further money as they jhave been in default of my contract since the Account was opened and further since October 2012 when they decided to increase the charges on my account for no reason. No other organisation would get away with this invisibility and total lack of accountability.I'm in the same boat have an outstanding complaint with BT , reported it 7 days ago. Still nothing from BT.
Even if you do get a reply fromt he customer service team, you can ask agin and you will get something different they have no idea whats happening in the company.
It has to be said I now reckon BT are the worst company for customer service, they make Santander look brilliant. Never have I encountered such poor customer service from a company that I have from BT. Just look at the forums they are full of people complaining about the service they dont get.
Good luck in writing to the chairman, I did that too after a couple of days and got an automated reply back, still nothing official from BT.
They are totally rubbish. -
Fed Up with BT's Complaint Department
At the end of augest i split from my ex-wife and as the broadband was in my name she had to take out a new contract for the bt infinty, i was told at the time that i would not have to pay the £30 cancelation fee by the advisor "as its not really a cancelation but a name change", 4 times since then i have received a bill and now a dept collection warning, each time i phone and complain or use the online chat service and get told dont worry about it we can see you have payed the rest of the bill ignore this, with the issure of the dept collection warning and fees etc I am rapidly coming to the end of my tether, up to now i have always been a happy BT cusomter even goign to far as to get BT infinty put into my new house,
I have copy of the chat log from the online complain that can be passed on but i am hoping one of the mods here can give someone somewere a prod in the ass and restore this previoulsly happy BT customers faith in the company
John McDemottSO REFRESHING TO HEAR OTHERS ARE HAVING THE SAME NIGHTMARE AS MYSELF!
Where do I start? To say that my recent and on-going experiences are disgraceful is an understatement. Here’s the list of failing so far;
* started losing connection over 8 weeks ago, reported fault at least 20 times to some 'crib sheet' reading person based offshore, only to be given meaningless 'sorry's' and told they did not have the expertise to resolve my problem.
* wrote complaint letter that has yet to be responded to, not holding my breath. Kept calling asking for an engineer to call, apparently those staff members based in foreign climes don’t have permission to do this so you have to keep contacting BT until you are lucky enough to speak to someone from within the UK. This took me 4 weeks.
* Eventually got agreement for an engineer to call out (this is after 4 weeks of very intermittent connection, Took afternoon off work to meet engineer and guess what? the he didnt turn up. Called back to complain, more 'so sorry's' and new appointment made.
* Engineer appeared this time, though my problems were over as he replaced my router, home hub and wall socket, Hurrah! But wait, 5 minutes after he left lost connection again.
* By this time I was losing the will to live and the thought of speaking to another semi-illiterate morom was too much. I found that by emailing my complaint and insisting that someone call me back did away with the torture of having to listen to the four seasons whilst being left on hold for 40 minutes. When they did call back if it was one of the staff based offshore I insisted that I wanted to speak to someone from the UK. Each time I have done this so far, someone from the UK has rung me back, eventually.
* Since the engineer couldn’t fix my problem the call centre rep felt it was appropriate to send me out a new home hub kit for me to install myself, even though I had been previously quoted that "it was job that could only be carried out by one of our qualified engineers". I installed the hub and within 15 minutes the connection started dropping and has remained so since.
* New engineer appointment booked for this weekend, but I’m not holding my breath.
The most infuriating part of all of this is trying to communicate with BT and get any sort of useful response out of them. I no longer call the tech support line as it is a complete waste of time. I have had numerous calls from different departments, none of whom seem to communicate with each other, and all of whom have limited powers to actually do anything of any use. But MOST annoying is the ‘inane’ “so sorry’s you get from staff that has as much empathy as a cardboard box. – I’ll keep you posted. -
Re: Why can't BT sort out a complaint properly
I have just had a NIGHTMARE trying to get a phone line and broadband package ordered from BT.
I have complained twice online and both complaints have been completely ignored. I have phoned, but spoken to foreign call centre staff who seem to have no idea what is going on, and have given me misleading information.
I am currently working in Singapore, returning to the UK in July and was trying to get a phone line/broadband installed before I get back so we are immediately up and running.
(1) I ordered online, made an appointment to suit my keyholder, and looked forward to all going forward. The engineer turned up 5 hours early. Called the keyholder and demanded that they come then. Told her that the line could not be installed as a tree was in the way, that a report would be sent and left. The line that was removed, last year, by builders, was from a telegraph pole at the rear of the house, and there are no trees in the way. The engineer did not look past the end of his nose .
BT called me and asked if I still wanted the line (account?) and I said yes. I assumed that they would contact me re a plan to install the line.
About a week later an engineer called my keyholder (!) to discuss it, and by then she knew about the telegraph pole along the lane at the side/rear of the house, but she said he didn’t appear to be listening to her.
(2) I tried to call BT to discuss the installation (I had to use my UK mobile at vast expense as you cannot call an 0800 number from abroad, and the call centre were not able to call me back as they are not allowed to call numbers not in the UK) and to try and speak with the line installation people. Not possible. Outsourced to BT openreach (who will not discuss the issue with the customer, only the provider - in this case BT).
(3). Call centre said they couldn't reschedule engineers visit as it hadn't been 'closed' on the system. I emailed. I complained. No response from BT. I couldn't reschedule, and no one contacted me - my email and phone number were both readily available.
(4) The order was cancelled. Rang the call centre who said they could reinstate it, and that they would email me when they had. No email.
Rang the order line for customers from overseas and FINALLY spoke to someone British (called Scott, who was incredibly helpful). Essentially he said I had to start again from scratch (that order and billing do not have any communication with installation and it was all Outreach’s fault, but that I couldn’t talk to them about it), and that he would put me through to customer services who would be able to refund the money I had already paid (line rental saver and broadband equipment delivery charge). Unfortunately they weren’t open yet and all I got was a recorded message.
(5) I emailed billing explaining what had happened and ask for the monies to be refunded. Someone replied saying they would close the account and I would get a final bill with the credit. Today I received a Final bill from BT charging me £99 for the privilege of NOT HAVING A BT LINE INSTALLED.
(6) I also tried to email Outreach, to discuss the engineering situation and to ensure that when the engineer arrives on the 5th July (when I will be there) to install the line I get someone competent who is aware of the situation. I received a response saying that outreach will not communicate with its customers.
I AM so annoyed and stressed about this. Why does absolutely no one within BT seem to know how the system works. I actually made some very sensible constructive suggestions in my complaint (110525-xxxxxx) which it would be nice to know that someone in authority has read and acted upon, but somehow I doubt it.
Tessa OsborneHi Tessa,
Welcome to the forum.
I can look into this for you, can you email me your details via our "Contact Us" link?
You can get it by clicking on my username, it'll be under "about me" on the top left of the page.
Thanks,
Stephanie
Stephanie
BTCare Community Manager
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