Re: Official complaints procedure

I would like to make a compaint about the cutomer option department.
I spoke with them last week about moving my service as I was unhappy with the tv service (well my children were not happy) as it is very slow when changing the channel and scrolling, but now the service is not showing when on certain channels and have to reboot daily.
however I spoke to a lady who said that I had an old box and they could exchange this for youview which is the same as vision.
we went through the other details of my account and changed the broadband option, i agreed to change the services as they has assured me that they would exchange the box. While changing all the details she said she could not put a request in for the box change until the next day, as I would be charged for this. It was agreed that she would call be back on saturday morning at 9am.
obviously no call, called back today to speak to a very unhelpful lady, who would not let me speak to a supervisor, said an exchange would cost me £25. As you can imagine i was furious i asked to speak to a supervisor then to speak to customer complaints, she did not seem to know what to do, she said i needed to speak to technical and raise a complaint with them. I asked to be transferred and was conveniently cut off.
I have raised a complaint on my account but god know how long that will take, and in the meantime I am now paying more for a service that still dosnt work, i feel i have been duped into staying with BT then left in the lurch when other assistants havnt got a clue.
I have been with BT a long time and feel that they have not acted ethically when dealing with myself, insisting that I would get a new tv box which will work and now saying that I have to pay for it, and to make things even worse its a ridiculous amount to buy myself out of the contract as no cooling off period.
I hope for someone to be intouch with asap and resolve this matter

Hi carmerarmer
I am very sorry about this. I can understand why you would feel annoyed given what has happened.
I'll be happy to help you out and get to the bottom of this. The Mod team are quiet busy at the moment so it may take a few days but I promise we will see this through for you as quickly as we can.
Could you drop me in an email please? Use the 'contact us' form in my forum profile under the 'about me' section. You can find it by clicking on my username.
Thx
Craig
BTCare Community Mod
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Similar Messages

Re: Official Complaint

I've been trying to order BT unlimited broadband for several weeks. Despite telling them in several phone calls and emails that they had the wrong address for the phone line they assured me that all would be well and a new hub would be sent to the correct address and the engineer would be directed to the correct property. This turned out to be false as the new hub wasn't sent out and the engineer of course went to the wrong address.
I raised an official complaint, well actually I tried to raise it several times but was fobbed off until finally someone gave me a complaint number, a manager then rang that day to promise me she would 'train' her staff to not lie about having fixed the problem when they hadn't. She than promised that she was on the case and that a specialist reorder team would ring me before 8 that evening. This of course also turned out to be false. (maybe she needed to train herself ?)
The next day I raised the complaint again and was told that the previous managers senior would ring me that day and that the specialist troubleshooting team would ring me before 8pm that night. This of course also turned out to be false.
Finally received a text to say 'your case has been passed to the Dundee Trouble shooter team. One of our advisors will contact you by 8pm' the next day. This of course also turned out to be false. (anyone spotting the pattern?)
I think I will cancel the order and try Plusnet, as surely they can't be as incompetent ?

I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are a UK based team of people, who take personal ownership of your problem.
Once you get a reply, make sure that you are logged into the forum, then click on their name, you will see a screen like this. Click on the link as shown below.
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For your own security, do not post any personal details, on this forum. That includes any tracking number you are give.
They will respond either by phone or e-mail within 5-6 working days.
Please use the tracked e-mail, to reply, not via the forum. Thanks
This is the form you should see when you click on the link. If you do not see this form, then you have selected the wrong link.
When you submit the form, you will receive an enquiry number, so please keep a note of it
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.

Official complaints - billing & customer service

What is the email or web form to submit an official complaint about billing errors?
I also have a customer service complaint about Darius G from Skype Text Chat - how can I contact his supervisor/manager to lodge the customer service complaint?
regards

Hi ukghostwriter,
I can see DavidM replied to you via email on 05/02 asking you to reply to his email with your BT account details as these were needed to access your account and for security validation. If you can drop him a reply with those details we can look into this further.
Thanks
Neil
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 :-)
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Official Complaint

I would like to know who I need to speak to or email to actually get a complaint responded to?
I do get lots of promise that a 'Manager' will call me back and no one ever does. Ofcom seems the be the only option at this point.
Thanks in advance

Hi enorth,
The way this forum works is by firstly allowing the forum community to help you.
If the community members can't help you in anyway, then you may be offered help by the BTCare Team (mods).
The BTCare Team (Mods) are a UK based specialist team. They operate on a strict case by case procedure, once a request has got to the top of their inbox.
If you would like the community to help you, please can you state what issues and problems you need help with.
Alternatively you can go through the complaints procedure by contacting BT directly by either:
1) Going to here
2) Writing a letter to (include account number and telephone number) :
Customer Service Manager,
BT Customer Correspondence Centre,
Providence Row,
Durham,
DH98 1BT
Cheers
jac_95 | BT.com Help Site | BT Service Status
Someone Solved Your Question?
Please let other members know by clicking on ’Mark as Accepted Solution’
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See if someone in the community had the same problem and how they got it resolved.

Do BT have a complaints procedure

I know they have a code I am without
broadband for a week. I opened a complaint on the website about the
customer service I received when I tried to resolve the issue
I was hung up on twice and my calls were not returned.I complained
about this online I was given a number and two days later I received
an email saying try plugging in the router and pointing me to 3 web
links when they know I am without broadband useless and no mention of
my complaint about customer service.I phoned to try and discuss it and
was told the complaint was closed!, it could not be reopened neither
could I discuss it. Is this a complaints procedure? I think I will
have to complain to the regulator unless anyone knows how you are
supposed to complain.I do not know how according to their own code how
they resolve iissues to customers satisfactrion if they don'ask the
customer first and just close the call automatically

Give you an idea of how BT complaints procedure works. I have been through their procedure, it took two letters sent to them, as they said they had not received the first one. Then after eight weeks, they wrote back, no mention of what the main complaint but more on the attached prove that I supplied to back up my complaint. I received a deadlock letter. So next step was to contact Otello who took the complaint over. This cuased even more problems, in that after about five months, a manager in the UK put a note on my account, stating that in future if I rang up for tech support, the advicer had to tell me to ring the ombudsman to get support. This went on until I got the final discission from the Ombudsman and accepted it. You will find that the Ombudsman will use within his letter a lot of the same words as BT staff say are BT policy and will only suggest that BT write to you and at the most will have to pay compensation of £50.00. Also they talk in present tence and not about what was going on at the time that you made the complaint.
Hope this helps.

Re: Do BT have a complaints procedure

I have just got to the point of totally detesting the service I have had from BT in finalising my final bill. Have searched the BT Website to find the BT Complaints Procedure. I cannot find it!! The website is doing as normal sending me round in circles back to the same page each time.
Anyone know where the procedure hides??

Hi TerryWinfield,
Welcome to the forum and thanks for posting. Please use the 'contact the mods' link in my forum profile to send in your details if you need any help getting the issues with your final bill sorted. You can find the link by clicking on my username.
Thanks
Neil
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 :-)
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

How do i make an official complaint about an app? They have stopped access to my account and are trying to extort money via paypal (skirting Apple) to allow me access again!! Who might i contact regarding this behavior? Does Apple have a code of ethics!

Hello community!
How do i make an official complaint about an app? They have stopped access to my account and are trying to extort money via paypal (skirting Apple) to allow me access again!! Who might i contact regarding this behavior? Does Apple have a code of ethics required for apps?
Ive used this app for a couple years now, invested a significant amount of money developing my account over that time (close to a couple of grand id say). The Apps support wont discuss the situation, just demand the cash to reopen my account. There is no anual fee or anything.... Its extrordinary behavior to now be faced with this loss of investment.
I dont wish to go into more detail in the public domain but your help in directing me to the apropriate contact/department would be greatly apreciated. I'm located in Australia.
Best regards,
Mike

All I can suggest is to contact iTunes. You should not have been able to create a new account with the same email address
Apple - Support - iTunes - Contact Us

App store Official complaint contacts

I purchased an application through "App Store" for my Ipad 3.
The description said that the application would do some things but it does not.
I contacted the developer several times but he doesn't give an answer or fix the problem.
This is fake, or false, advertisment and there should be someone held responsible for it.
For the same reason I demand to get a reimburshment of the money I gave and also that
the wrong/false information be removed from "App Store".
I believe that many people have come across similar issues. Where is Apple's quality control??
After some search I cannot find any official support email for the "App Store",
which is responsible for malfunctioning applications
I would appreciate if someone could shed some light.
p.s.
The name of the application is iProcessing Reference and it does not compile(run) the code
as the description on the appstore states it does.

Well.. I tried to make a complaint but apparently Apple doesn't care.
This is what I wrote to Apple:
The application claims that it is also a compiler, besides being a reference tool and that you can execute(compile) imported processing (pde) files in it. I have been using it for a month on my Ipad3, but it has never been capable of compiling neither imported processing code or compile the code that was written in the app itself. The response of the developer was that it works on his Ipad2... I would like a reimburshment for the money I have paid and also an information note to be put on App Store for other users, that this app is not compatible with Ipad3.
The response was the following:
We have taken note of the problem for our records, however we are not able to provide support for the features and functionality of applications. Please click the support link below to contact the developer for resolution.
As I said the developer does not care to help. So who is going to help the consumers for App Store selling (& advertising) products that malfunction?

New Complaints procedure from 22 July 2011

http://www.bbc.co.uk/news/business-14233565
extract
The industry has a new procedure for dealing with complaints, which comes
into force on 22 July 2011.
Firms will have to resolve initial complaints within eight weeks, or
disgruntled customers will be able to take them to either the communications
ombudsman or to the Communications and Internet Services Adjudication Scheme
(CISAS).
Their decisions will be binding on telecoms firms.
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Thanks Sean for your reply.
In response to
1. When you place an order with us BT Retail, to have a phone line installed the procedure is we will arrange for an engineer to visit and carry out the work. All orders are subject to survey so its the engineers job to asses what work is required to have a line installed at your home.
My order told me that the line would be installed on 29 August, not what you have told me now. And I have been charged line rental and broadband from 29 August. As I still do not have the line I assume that I will be refunded?
The engineer that is coming out to you will asses what Openreach need to do to get a line into your home, once he does this he will send his report back to Openreach to find a solution. This will undoubtedly cause a delay in you getting service but once the engineer has seen what work is required, we can then liase with Openreach and find out what work is needed and how long it will take.
The Engineer did assess. He also installed the connection in the house and liaised with OpenReach. He left the lead outside the house and advised me that OpenReach would not need to access the property as they could now attach the line to whatever it was they do. He told Openreach the same thing. He was most helpful and left the job open to encourage OpenReach to come as soon as possible. They did indeed turn up on 30 August. With no warning and I was in Greece. They left a note to say that they needed access to the house! Told me to contact my Communications Provider. Which I did as BT send me text saying that I needed to contact them on www.bt.com/order tracking. Which I have done. It tells me nothing new and I am none the wiser. Please as a matter or urgency.
Thank you
Jackie Lines

The Official Complaint P

I have started this thread to ) make Creative realize that customer service is important, 2) to allow them to view the complaints of their products AND services, 3) make corrections to problems, and 4) be a better company in the future. This thread is not created to fraudulently libel or slander Creative; it is here only to show the employees and people in charge of Creative the importance of their customers' opinions. Do not post here to libel Creative; only explain your situation, how you believe Creative could fix this problem, and how they could do better in general. Yet again, to prevent me from getting legal action taken against me, only speak the truth; do not slander Creative.

Many want long warranties and great customer service for free, but are they willing to pay for these in the form of higher prices? These things have a cost that is quite substantial. It is up to the consumer to decide if they want to pay for these. Those who want a longer warranty can buy an extended warranty from Creative. Those who don't want to pay for the longer warranty won't buy it.
What would be a good way to give better service to those who are willing to pay the cost for better service, while giving those who want a no frills approach a lower price? Some software companies have a 900 telephone number and charge by the minute for support. This enables those who don't need the support to buy the software at a better price.

Is getting rid of your complaints procedure a vali...

Your thoughts please...
Joe

Hi JQH,
Welcome to the community and thanks for posting!
I'm sure if you give us details of your complaint the community folk may be able to give you a hand to sort this out.
All the best,
Robbie
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry that we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Filing an Official Complaint-Bad Customer Service during Disconnection Request

I moved to an apartment complex that does not have Fios services. I called Verizon Customer Service where the Rep was rude and the manager I spoke with was even worse. I am now charged with a $92 Termination Fee, even though I did not have the option to transfer service due to the Apartments not able to allow Fios. The Manager stated that this is common practice and that they charge the Termination fee even if you move out of the country. Really? That is horrible!
I also had a contract with Direct Tv, however they cancelled the contract, no questions asked with no termination fees, since they were not able to provide satellite services to where my apartment was located. So this is not common practice.
Verizon rather charge this fee regardless of the circumstances and risk never having this customer again on service, as well as begin a horrible word of mouth path. Why would I recommend any of Verizon's services, after this negative experience?
Please tell me where I can file a formal complaint.

Hi NurseDeb80,
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.

Does anyone know how to post an official complaint to Apple?

My newly arrived Iphone 5 about 3 days old and costs around $1000 has to be replaced with a refurbished Iphone 5.
Here is the story:
I was looking forward to Iphone 5 and pre-ordered it and waited for about 3 weeks. It arrived on Friday the 12th of October, i was really excited about it.
After playing around for about 2 days, i have found that my silent/mute button is not working as expected, the switch seems to be loose and keeps toggling on and off. After browsing around the web, i've found that this issue is commonly found with the new Iphone 5.
Heres what it looks like exactly: http://www.youtube.com/watch?v=mGECFTPPZw4
So, i decided to book an appointment with my local Apple Store (Sydney, Australia). When i got there, they told me that my Iphone 5 can be replaced. I was expecting it to be replaced by a new one but they offered me a refurbished one. I was going to exchange it (reluctantly), but after giving it a closer look, this refurbished iphone5 seems to be a 'reject' product, since the color of the SIM card tray (white-ish grey) doesn't match with the black iodised aluminum frame. The difference is noticeable (i compared it with my faulty Iphone 5), so i declined it.
I would like to return it if possible rather than getting it replaced with a 'refurbished' one, but im not sure how to refund it since i bought it from Optus Mobile Contract.
I am very disappointed with the inconsistency in the Apple warranty, last time i bought an Apple Macbook Pro Retina (2 months old) and had some issue (No bolt attached to the SSD tray) and they replaced it with a new box. Im not sure why i can't do the same with my faulty Iphone 5 (3 days old).

It is most unlikely your replacement is anything other than new
Refurbs are recycled through the Apple supplier's Factories
I doubt that there has been time for that process and has already been mentioned early failures
are probably checked out thoroughly before being recycled
In any event you would never know the difference between new and a refurb
I have had x2 in past and certainly could not
depending on your consuer laws you can probably get your money back
if you are that concerned

Complaints procedure

I have an ongoing dispute with regards to provision of phone line/bb to a new-build property. This has been going on for months with repeated (too many to mention here) false promises, usually supplied by a barely understandable Indian accent from a call centre in India.
I have tried many times to escalate the problem to no avail. It seems impossible to get through to a manager in the UK who might be able to understand/help with my predicamant.
The latest in this ongoing fiasco (just as an example) is an email (21/03) stating latest (many times postponed) "review date" is 28March14 and I will receive a call on that date by 8 pm. Then (24/03) I have a contradictory email stating an Engineer will visit the house on 3rd April to install (er... do you want me to take yet another day off for an engineer who won't appear?) I decide to follow the link to rearrange for another date and it states "your appointment is no longer required...engineer does not need access to the house... can connect at the exchange." More contradictions.
And you know what? There is NO WAY he can do this since we still have a 500 metre 'missing link' between the telegraph pole and our house that has not been cabled (the ducting has been there since November 2013 as BT were informed.)
But all I can do is phone the dreaded 150 (but I have to use my mobile of course) and, you guessed it, hours of wasted time as I go through the whole story for the umpteenth time with someone in India. They will no doubt say "rest assured Mr Fxxx, the Engineer will be there on 3rd April, even if he has to travel 200 miles he will be there!" This is what I have recorded from previous calls - she really did say "200 miles" ha! It's just a joke. They simply do not get it - they just spout from a script and do not own my problem.
Rant over. I am not asking for help - I've given up on that. No. What I now propose to do is make detailed copies of my case notes with dates and promises and all the list of **bleep**-ups courtesy of BT and Open Reach. I will then send them to BBC (Watchdog etc), National Press, MP, Ombudsman and it's only fair that I send a copy to the Libby Barr (MD Sales at BT) who has the audacity to send me emails personally signed by her thanking me for choosing BT! Insensitive or what?!?
So please provide the following: 1 Address for your Libby Barr. 2 A "deadlock" letter which I can send to the Ombudsman.
Of course, I have no internet (and haven't had since we moved in to the new house 5 weeks+ ago) so it will be some time before I get back to the garden centre/coffee shop to follow this up ;-)
Alternatively you could call me on my contact number ...... but NOT if you are simply a Script reader from an Indian Call Centre.
We put a man on the moon 45 years ago; we could put a man on mars today; but the monopoly of Open Reach (BT company) are unable to get me a phone line. And the worst part? You don't give a to$$

Welcome to this forum.
This is a customer to customer forum only, where forum members, who are only BT customers, can help each other with BT Retail products and services.
Anything you post here does not go to BT. Although the forum is moderated by BT, not all posts are read.
If you would like to try Live Chat they should be able to help you.
This is a public forum which can be viewed worldwide, so please do not post any personal information, especially phone numbers, account numbers, fault numbers, address information or email addresses, as this could be used to impersonate you.
I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are a UK based team of people, who take personal ownership of your problem.
Once you get a reply, make sure that you are logged into the forum, then click on their name, you will see a screen like this. Click on the link as shown below.
Please do not send them a personal message, as they may not be on duty for a long time, and your message will not be tracked properly.
For your own security, do not post any personal details, on this forum. That includes any tracking number you are give.
They will respond either by phone or e-mail within 5-6 working days.
Please use the tracked e-mail, to reply, not via the forum. Thanks
This is the form you should see when you click on the link. If you do not see this form, then you have selected the wrong link.
When you submit the form, you will receive an enquiry number, so please keep a note of it
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.

What a bunch of **** is Firefoxes complaints procedure. They don't have one! It's all this usual **** of forums etc. You can't actually send a complaint directly to Firefox. Why don't you have a "Contact Us " link? oles!!

I already wrote my comments on the previous page!
Now *****
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Re: Official complaints procedure

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