Terrible customer care, still havent received serv...

Another unresolved BT customer care case study....
I gave BT a generous 2 full months notice for my order of BT Vision, Phone and Broadband, which was agreed to be in place on the 23rd August. This of course did not happen and despite giving BT that much notice I still do not have full service. (2nd Sept) After my experiences with BT I have come to the conclusion that BT are very reluctant to provide the services that they advertise to the public and clearly do not require any of our business.
After several phone calls spanning the last week and a half I have finally managed to get broadband live yesterday (1st September) but the TV is still not working. After an hour and a half of phone calls last night (during which I had to speak to 4 different people, one of which put me on hold for 20 mins which then hung up!!!!!) I was told that BT would have to cancel our TV order and reorder it, this would apparantly take another 6 working days. This problem was apparantly due to the fact that someone had duplicated our account! I was promised a phone call today at 11 AM to confirm the order, which inevitably hasnt came! Am i expected to wait another hour and a half on the phone tonight???? and another 6 working days from whenever I manage to get through to BT again???? Obviously BT customers are expected to have nothing better to do than follow up everyone of BT's mistakes.
I have heard horror stories about BT prior to ordering this package and foolishly went along with it anyway. I would urge all potential BT customers who read this post to seriously consider their choice media provider options, not in any small part due to the fact that it seems BT are incapable of providing even the most basic of customer service.
I would welcome anyone from BT attempting to resolve these issues (god forbid), or any other member offering any possible solutions or alternatives?

Hi Leannecooper4888
Send me an email using the contact us form in my profile.
The address for this form is in the section about me at the top of my profile.
Thanks
Stuart
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 :-)

Similar Messages

TERRIBLE CUSTOMER CARE & Lack of Information on current D.O.A and Delivery of a new laptop (x121e)

Hi there,
I made an order for a Thinkpad X121e on 25th August 2011, arriving around a week later, however when it arrived it worked for about 1 hour before then refusing to boot up, I decided to ring support who suggested it may be possible, and quicker to have someone repair the unit onsite, however it turned out that this would not be possible as there may have been multiple issues.
Therefore I arranged under D.O.A for it to be sent back to Lenovo, it was received at the repair centre on 8th September 2011, and was registered as D.O.A on 15th September 2011
It was my understanding that a replacement would usually have a turnaround of 14 days, however when I rang Technical support they suggested 15 working days, which would be up today (6th October 2011) I have been consistently ringing technical support who have suggested the only people that I should contact are the German company (MKCL Deutschland GmbH) dealing with the D.O.A of my laptop, however if I was to contact them via phone it would cost me a fair amount, so I opted for the email route, where a response was given however it suggested they were also waiting on lenovo.
I currently feel as if I am in the dark, where there is no possible way to contact lenovo directly, especially for complaints or even just for information. I purchased the lenovo product originally on recommendations from others for quality and reliability, its a shame that lenovo support and customer care is not the same.
I have also considered contacting Consumer direct if I do not receive any more information on my case.
Any possible help with my case will be much appreciated.
Thank You

hey richierich,
sorry to hear about what had happen. could you pm the following details :
Name:
Country:
Mobile:
Email:
MTM [machine type model]:
( To locate MTM - http://support.lenovo.com/en_US/FindProductNumber.page#find )
Serial Number (S/N):
Date of Purchase:
Case/Order Number : (if any)
Screenshot of Error(if applicable) : (upload it to a hosting site and paste the link here)
Location of unit : Home / Repair Center (delete where appropriate)
Description of issue :
Troubleshooting Taken : (if any)
WW Social Media
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ITS BEEN OVER 55 HOURS AND I STILL HAVENT RECEIVED A CODE

i called to check the status and they said it still pending... i have 4 macbook pros 2 ipads 3 iphone 4s 6 ipod touches and this is the first time their customer service gave me an attutide for calling to check the status im getting really annoyed

Hi Richard,
Did you send us an email as oldboyracer advised?
I had a quick search with the email address you used to register and couldn't find one in the Forum Mod queue, but I can see you sent one a few days ago to a different queue and an adviser was already in the process of chasing this up.
I'll drop you an email now with some more details so get back to me when you get the chance.
Thanks,
Stephanie
Stephanie
BTCare Community Manager
If you like a post, or want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side of the post. If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Up To Date - still not received!

I still havent received my copy of Snow Leopard, it was apparently shipped on 28/8. Anyone else having the same problem? Any advice on how I can contact the Up To Date centre?

good day Carolyn
the fact that I am in Russia, and call the Apple Customer Support will cost me dearly!
strange why the company did not provide for this case and did not send you an inquiry on E_mail
https://input.media.euro.apple.com/uptodatestatus/status.php
this link I have written
Thank you! Your application has been found.
Your order has been approved and sent to 27.10.09.
Thank you for using the system check the status of applications for participation in programs of market products.
*Проверьте состояние Вашей заявки*:
Название программы: *Mac OS X Up-To-Date 8/6/2009 - 26/12/2009*
Интерактивный регистрационный номер: FQYBR-78732
Адрес электронной почты: [email protected]
Спасибо! Ваша заявка найдена.
Ваш заказ был одобрен и отправлен 27.10.09.
Благодарим Вас за использование системы проверки состояния заявок на участие в программах реализации продуктов.

Msi terrible standard of customer care

please read my comunications with msi online help, after constantly being directed to sites to get contact details where both sites give the same telephone number to ring, which only redirects you back to the website you got their number from! i feel like neo in the matrix!! where he runs from the train station and ends up where he started!!!
Your Question
msi k7n2 delta motherboard packed up
ive had this motherboard for almost 9 months, and now it is displaying errors.
error 1: on athlon xp3000 incorrectly reads as not installed
properly or damaged processor.
error 2: on a 2.5 athlon xp it reads correctly but incorrectly
states memory is damaged or non working.
i have followed the instructions in the manual to clear/reset the cmos but to no avail, i have also tried removing the lithium battery and leaving the cmos in the clear position for 24 hours before replacing the battery and replacing the cmos jumper but to no avail.
i have tested both the procesors and the memory (2 x 512mhz matched pair of crucial pc3200) on my other system motherboard and these all are all fine.
i cant reflash the bios as it isnt a removeable bios and it will not even boot enough to access bios or even to turn on my monitor let alone access the floppy drive.
summary of problem: wont boot to bios
incorrectly reports errors on processors
incorrectly reports errors on memory
cant reset the cmos setting
cant reflash the bios
the cpu fan doesnt power up
its been ok for nigh on 9 months
everything works fine on different motherboard
i have read the manual cover to cover and no joy.
please help as this is less than a year old and the shop where i purchased it from has been closed down for over 5 months and the owner is beleived to have emmigrated to taiwan.
i still have the full original packing and the board is clean and non dusty.
Our solved
Our Answer
Dear Customer,
Please register in website of MSI-UK :
www.msicomputer.co.uk/support.aspx
Thank you.
Best regards,
MSI RMA
Your Question.
i have tried the numbers given and they all tell you to go to the website, the 2 different sites give the same number!!!
i have tried to return the board to place of purchase but it isnt there anymore!!!!
this is terrible customer service, i shall be posting all my questions and your replys (yourself and the other questions i have been asking on your site as i have txt copys) on the forums so people can see that if you get problems on msi products, they just give you the run around!
the telephone numbers given go to an automated helpline that just gives websites!! that i have been on already and gave me that number!!!!
am i in the matrix???
wheres customer service??? :wall:a human response is required not an automated response
THERE IS OBVIOUSLY MORE CONTACTS MADE BUT ONLY NOW AFTER 2 WEEKS OF BEING FOBBED OFF AM I POSTING THEIR RESPONSE OR LACK OF IT!!
I WILL BE GOING TO OTHER FORUMS AND POSTING DETAILS OF THIS AS MSI IS A HUGE CORPORATION AND DOES NOT LIKE DEALING WITH PEOPLE ON A 1 TO 1 BASIS!!
IF I WAS A HUGE COMPUTER SHOP SELLING HUNDREDS OF THEIR PRODUCTS THEY WOULD HELP ME STRAIGHT AWAY!!
WELL THEY SCREWING ME SO I AM BOYCOTTING ALL MSI PRODUCTS AND HAVE ALREADY GOT A FEW FREINDS WHO ARE WILLING TO STAND OUTSIDE THE VARIOUS COMPUTER SHOPS/STORES IN MY HOME AREA AND WILL BE PERSUADING PEOPLE TO NOT BUY MSI PRODUCTS!
CUSTOMER CARE? WHAT A JOKE!!

hi richard thx
msi k7n2 delta processor
amd athlon 3000 xp
1 gig pc 3200 400fsb crucial ram (matched pair of 512mhz)
ati radeon 9700 pro
1 x ide 160gig hd
1 x ide 120gig hd
1 x sata 200gig hd
1 x q-tec psu 650w triple fan
more than adequate cooling
basicallig the system ran fine,
then it stopped working
the d-bracket shows different errors which are as follows:
1) it says the 3000 processor is damaged or incorrectly fitted ( its fine on other board )
2) it says memory is damaged or incorrectly fitted ( also fine on other board )
3) i have tried resetting the cmos settings ( tried jumping the jumper and disconnecting the battery for 24 hours)
4)cant get to boot at all not even to turn on monitor so i cant flash the bios with floppy disk
5) the cpu fan doesnt work on the 3000 but does on the 2500 processor:
action taken by me:
tried 2.5 athlon xp in motherboard and it registers as there on the d bracket but then says memory is damaged or incorrectly fitted
tried jumping the cmos with no success
tried removing the lithium battery for 24 hours with no success
i have tried both 3000 xp processor and 2.5 xp processor and memory on another board and they are all fine. ???
any help or ideas appreiciated
thx

Terrible experience with Verizon customer care. Need update on security deposit.

Hi,
I disconnected my FIOS internet service about two months back. When I took the connection last year, I was asked to pay a security deposit of $400 and I paid this. After disconnecting FIOS, I am trying to get the status of the refund of my security deposit.
I have called close to ten times to the customer care and all the times, I have been given either false information or I was told they would call me back and that would not happen.
At this point, I am extremely disappointed and surprised about how an organization like Verizon could be so unprofessional.
I need to know the status of my security deposit. Has anyone else faced this kind of a problem? How was this resolved?
Regards,
Sathish

Since we haven't heard back from you or have received a form submission as requested in your private support case, it appears assistance is no longer required. If you need any future help with your Verizon service, please make a post here on the forums so we can assist.
Anthony_VZ
**If someones post has helped you, please acknowledge their assistance by clicking the red thumbs up button to give them Kudos. If you are the original poster and any response gave you your answer, please mark the post that had the answer as the solution**
Notice: Content posted by Verizon employees is meant to be informational and does not supersede or change the Verizon Forums User Guidelines or Terms or Service, or your Customer Agreement Terms and Conditions or plan

I received an email from "Apple Customer Care" to resubmit all my billing details within 24 hours. Is this a legitimate request?

I received an email from "Apple Customer Care" to resubmit all my billing details within 24 hours. Is this a legitimate request?

No. Definitely not. Report the mail to Apple ... [email protected]
... then delete it.

I cannot download my adobe creative suit 5 design premium because it says my serial number is invalid but Adobe customer care said it valid...i don't understand why it still not working??

I have upload my Adode Creative Suit 5 design premium on my first apple mac pro successfully.,i purchased in a retail shop few year ago...!as it have two use of the CD when installing ..i'm trying to install it on my other apple mac pro..but this time it is say that the serial number is not valid..i got it checked by Customer care, they said it is valid and should be working when set up on my laptop..can someone pose help as i don't know who to turn now to find answers...many thanks
Kind Regards

Hi Rich,
The cause of this can be multiple. First of all be sure you use the original CD + serial. In case of a download same story. Try to find out if the installed version match the language of the serial (they need to match). Last but not least: Check if you use a upgrade version, if so it might be needed to fill 2 serials.
Can you share a screen of the error (please hide the SN )

I bought my iphone 4s off craigslist and it's originally a sprint phone. I had it unlocked for tmobile, now i have switched to sprint and I called the customer care line to get it activated but they said they received an error saying not on network

sprints customer care line didn't give me the exact error code but he simply stated that the error said it wasn't on their network. Is it even remotely possible to get my iphone 4s on their network? If it is something i can do myself all help is appreciated. I don't have my sim in but when the phone is turned on it says sprint by the wifi signal and sometimes it says "extended" please help!

sprints customer care line didn't give me the exact error code but he simply stated that the error said it wasn't on their network. Is it even remotely possible to get my iphone 4s on their network? If it is something i can do myself all help is appreciated. I don't have my sim in but when the phone is turned on it says sprint by the wifi signal and sometimes it says "extended" please help!

ChatandVision – terrible customer service, PLEASE ...

ChatandVision – terrible customer service, PLEASE READ
I would like to share with community and SKYPE my not so recent chatandvision experience.
I have purchased Skype phone from chatandvision, which is basically link from skype shop but transaction handled by chatandvision and not Skype.
Purchase was done on 31st of January. On 18th of February I contacted chatandvision for tracking number as order did not arrive.
Despite clear writing on chatandvision site that orders shipped via trackable service this is reply I got:
Dear Alex,
Sorry to hear you have not received your package.
We can confirm that the order has been sent via Airmail Postage from Hong Kong on the 4 February so you should receive it soon. Airmail service distribution is similar to that of HK Post. This type of delivery service has no tracking number yet hope that any delay is minimal.
Normally, orders leaving Hong Kong, deliveries via Airmail Postage mail are generally 7 to 10 business days.
But please note that the delivery time may vary and can take a little longer subject to local customs. Sometimes it can take up to 14-21 working days for your package to reach your destination.
We thank you for your patience with this issue.
Sincerely,
Marcela
Customer Care Officer
After 2 more weeks and still no goods I contacted chatand vision again asking for refund, here is reply:
Dear Alex,
Thank you for your e-mail.
Regarding your concern, I’m afraid that it’s not possible to process a cancellation or refund at this stage, as your goods are now out of our hands. This matter has been escalated to our management and you will be updated via email regarding the situation.
If you still wish to cancel your order, please reject the item should delivery be attempted by our courier. Should you be unable to reject the item, please contact us again for further instructions on our RMA process.
Should you have any further queries please do not hesitate to contact us.
Sincerely,
Debbie
Customer Care Officer
March 18, Two more weeks another email to chat and vision, here is reply:
Dear Alex ,
We apologize that the item has not reached you as of now.
May I ask if you have checked with your neighbors or workmates? It may be that the item was accepted on your behalf. If not, do kindly allow a few days for the item to arrive. Delays are common usually caused by local customs and postal services of the receivers' country.
In any case, please do feedback and reply me anytime and thank you for your patience throughout.
Sincerely,
Debbie
Customer Care Officer
March 28th, after several emails to chat and vision here is reply:
Dear Alex,
We apologize for the inconvenience this may have caused on your end. I'd like to confirm though that we have now processed your refund.
Refunds typically take 2-5 business days to process from our end, depending on how you paid for your original order (we always credit back to the same credit card that you used for payment). Unfortunately it can sometimes take another 2-3 days for your bank to process the refund, so we advise that you allow 7 days for the funds to be seen in your account.
The good news though is that we’ll send you an email to confirm when the refund has been completed.
Please let me know if there is anything else I can do to help, and I hope that you will shop with us again in the future.
Sincerely,
Debbie
Customer Care Officer
April 4th(this is 2 month after purchase) here is email reply from chatandvision:
Dear Alex,
We are contacting you with regards to your refund.
We sincerely apologize for the inconveniences caused. Unfortunately, we can no longer process your refund as normal. We would need to confirm your active PayPal account/email in order to make a transfer instead of refund as the PayPal refund policy timeframe has expired.
Look forward to hear from you soon.
Sincerely,
Marcela
Customer Care Officer
April 10th, after contacting chatandvision again and sending my email and PayPal etc… here is reply:
Dear Alex,
Thank you for contacting us and your feedback. I have forwarded this case to our accounting department with priority. Rest assured that you shall be receiving your credit within the next couple of days. Once refunded it can up to 2-3 business days for the credit to appear on your account.
Once again, sincere apologies for the delay and thank you for your extended patience.
Sincerely,
Fatima
Customer Care Officer
April 30th, 3 month after purchase reply after asking about refund:
Dear Alex,
Our sincere apologies for the delay of your refund.
We would like to inform you that since the time frame for us to refund the order through PayPal has already expired, therefore we shall arrange for a transfer instead. In the light of this, please kindly confirm your active PayPal account and email address.
Looking forward for your reply.
Sincerely,
Jayden
Customer Care Officer
Its 9th of May, probably 15 emails to ChatandVision, tons of wasted time and about 100 euro, by now I have only one question how company like this can be a SKYPE preferred supplier?
With this service and attitude it’s surprising they are still in business, or perhaps they are in business because they just take your money and do not care afterwards.
Please BE AWARE when purchase from them

the webpage should be closed from google and microsoft.If skype is using that (offensive text removed) and not listening customers.....(offensive text removed)
Exactly the same situation with me......I "bought" the skype phone over the skype webpage....
Skype should be responsible also for partners..........
Viktor from Bern
alexap wrote:
ChatandVision – terrible customer service, PLEASE READ
I would like to share with community and SKYPE my not so recent chatandvision experience.
I have purchased Skype phone from chatandvision, which is basically link from skype shop but transaction handled by chatandvision and not Skype.
Purchase was done on 31st of January. On 18th of February I contacted chatandvision for tracking number as order did not arrive.
Despite clear writing on chatandvision site that orders shipped via trackable service this is reply I got:
Dear Alex,
Sorry to hear you have not received your package.
We can confirm that the order has been sent via Airmail Postage from Hong Kong on the 4 February so you should receive it soon. Airmail service distribution is similar to that of HK Post. This type of delivery service has no tracking number yet hope that any delay is minimal.
Normally, orders leaving Hong Kong, deliveries via Airmail Postage mail are generally 7 to 10 business days.
But please note that the delivery time may vary and can take a little longer subject to local customs. Sometimes it can take up to 14-21 working days for your package to reach your destination.
We thank you for your patience with this issue.
Sincerely,
Marcela
Customer Care Officer
After 2 more weeks and still no goods I contacted chatand vision again asking for refund, here is reply:
Dear Alex,
Thank you for your e-mail.
Regarding your concern, I’m afraid that it’s not possible to process a cancellation or refund at this stage, as your goods are now out of our hands. This matter has been escalated to our management and you will be updated via email regarding the situation.
If you still wish to cancel your order, please reject the item should delivery be attempted by our courier. Should you be unable to reject the item, please contact us again for further instructions on our RMA process.
Should you have any further queries please do not hesitate to contact us.
Sincerely,
Debbie
Customer Care Officer
March 18, Two more weeks another email to chat and vision, here is reply:
Dear Alex ,
We apologize that the item has not reached you as of now.
May I ask if you have checked with your neighbors or workmates? It may be that the item was accepted on your behalf. If not, do kindly allow a few days for the item to arrive. Delays are common usually caused by local customs and postal services of the receivers' country.
In any case, please do feedback and reply me anytime and thank you for your patience throughout.
Sincerely,
Debbie
Customer Care Officer
March 28th, after several emails to chat and vision here is reply:
Dear Alex,
We apologize for the inconvenience this may have caused on your end. I'd like to confirm though that we have now processed your refund.
Refunds typically take 2-5 business days to process from our end, depending on how you paid for your original order (we always credit back to the same credit card that you used for payment). Unfortunately it can sometimes take another 2-3 days for your bank to process the refund, so we advise that you allow 7 days for the funds to be seen in your account.
The good news though is that we’ll send you an email to confirm when the refund has been completed.
Please let me know if there is anything else I can do to help, and I hope that you will shop with us again in the future.
Sincerely,
Debbie
Customer Care Officer
April 4th(this is 2 month after purchase) here is email reply from chatandvision:
Dear Alex,
We are contacting you with regards to your refund.
We sincerely apologize for the inconveniences caused. Unfortunately, we can no longer process your refund as normal. We would need to confirm your active PayPal account/email in order to make a transfer instead of refund as the PayPal refund policy timeframe has expired.
Look forward to hear from you soon.
Sincerely,
Marcela
Customer Care Officer
April 10th, after contacting chatandvision again and sending my email and PayPal etc… here is reply:
Dear Alex,
Thank you for contacting us and your feedback. I have forwarded this case to our accounting department with priority. Rest assured that you shall be receiving your credit within the next couple of days. Once refunded it can up to 2-3 business days for the credit to appear on your account.
Once again, sincere apologies for the delay and thank you for your extended patience.
Sincerely,
Fatima
Customer Care Officer
April 30th, 3 month after purchase reply after asking about refund:
Dear Alex,
Our sincere apologies for the delay of your refund.
We would like to inform you that since the time frame for us to refund the order through PayPal has already expired, therefore we shall arrange for a transfer instead. In the light of this, please kindly confirm your active PayPal account and email address.
Looking forward for your reply.
Sincerely,
Jayden
Customer Care Officer
Its 9th of May, probably 15 emails to ChatandVision, tons of wasted time and about 100 euro, by now I have only one question how company like this can be a SKYPE preferred supplier?
With this service and attitude it’s surprising they are still in business, or perhaps they are in business because they just take your money and do not care afterwards.
Please BE AWARE when purchase from them

WildStar and Best Buy's Terrible Customer Support

To Anyone Who Might Read This:
Because I can't seem to get a timely response from anyone through a private message in less than 3 days, because Best Buy phone reps feign ignorance and pass me along from rep to rep like a basketball (last call was for 88 minutes; 5 reps), and because at this point I feel as though my money has been stolen from me, I will resort to posting on your forums with the desperate hope of a reply.
Allow me to frame my comments with the backstory. On May 30, 2014, I purchased a download pre-order of WildStar Online. I paid for the full purchase of the game (59.99). According the Best Buy's online and instore adds, pre-ordering WildStar would give me several bonuses ingame, as well as access to the headstart weekend beginning on May 31. The full game edition would be released on June 3, but of course I had paid in full for the game, so I expected to recieve both the pre-order bonuses as well as the full game client.
According to both my receipt and the online add, I was to recieve the pre-order bonus code by email "shortly" after purchase. I did not. After several hours, I contacted Best Buy by phone, and I was assured that the email address on file was correct and that I should recieve my code soon. The following morning (May 31st), six hours after the headstart bonus I was supposed to recieve had already started, I still did not have any email from Best Buy. At that point, I found this forum, Best Buy Unboxed, and followed the instructions given by the moderators for just this issue. I sent two private messages to BBY which included my customer service pin and the rest of the required information, but by Saturday evening at 8p.m., I still had not recieved a response.
At this point, I called Besty Buy customer service again, as I was missing out on the pre-order bonus that I had paid for, in full, in advance, and had been guaranteed by Best Buy. The first four representatives I spoke to feigned ignorance and passed me along to the next, all with significant hold times. After 84 minutes, I was connected with a so-called online game specialist who told me my pre-order code would be sent to me within 24-48 hours. Perhaps you can see my dilemna here: 48 hours from that point would be approximately 9p.m. on Tuesday, June 2nd, 3 hours before the full release of the game. With registration and the client download, I would effectively miss out on the headstart bonus I WAS GUARANTEED WITH MY PREORDER FROM BEST BUY. And this is exactly what happened.
Once I finally recieved a response from Best Buy Unboxed and an email with my pre-order code, I was able to download and play WildStar for two days. On June 5, the WildStar client prompted me for game time credit, and would no longer allow me to access the game for play. 30 days of playtime comes with all editions of WildStar, so I was initially confused about the prompt, but after a little research I came to find out that Best Buy was supposed to send me two separate codes: A PRE-ORDER BONUS CODE "shortly" after purchase and a "RETAIL CODE" after release on June 3. I HAVE NOT RECIEVE THE RETAIL CODE, SO I CANNOT PLAY THE GAME I PAID BEST BUY IN FULL FOR IN ADVANCE!!!!!!
I sent a new private message about this problem to BBY on this forum yesterday morning (6/6/14), and I have still not recieved a response. Do you guys work on the weekends? I also sent a reply email to Best Buy, using the "reply to" address on the email that contained my pre-order bonus code, but I have still not recieved a response. I cannot think of a logical reason why I can't be given a response within 24 hours from Best Buy, particularly considering I have already paid in full for this product.
I am a long-time, loyal customer of Best Buy, but my confidence in your company has been shaken in recent years. Customer service, within your stores (particularly in Mississippi), is absolutely horrid. You representatives are not in the least bit knowledgeable, and do little more than hound customers for sales--if they aren't too busy huddled in electronics hiding from us. Phone support is equally terrible. I should not have to spend 88 minutes on a phone call and be passed from rep. to rep. to rep. to rep. until someone figurs out how to get an item to me that I have already purchased. It looks like I will now have to add Best Buy's electronic assistance to the list of my terrible customer service experiences, as a 2-3 day response time from you guy is absolutely ridiculous.
Since 2001-2002, I have spent literally tens of thousands of dollars at Best Buy. I have purchased televisions, vcrs, dvd players, blueray players, car stereos, computers, movies, video game consoles, console games, computer games, music, Keurigs, surround sound systems, an Ipad Mini, an ASUS pad.....I could go on and on. Considering my loyalty to your company, considering that the first place I want to go whenever we travel to a city that has a Best Buy is your store, considering all the money I have spent with you guys over the years.....this situation, your inability to get my the darn RETAIL CODE FOR WILDSTAR that I have already paid for, well, it just pisses me off to no end.
I am beyond frustrated. I feel as though Best Buy has stolen my money. Could you, actually would you (because I know you can) send me the merchandise that I have already paid for, and help to restore some of my faith in Best Buy?
Thanks.
TLR----Read the whole thing. You guys (BB reps) owe me that much, at least. It won't take a fraction of 88 minutes, I assure you.

Hello SEpowell,
Purchasing a digital download should be a quick, easy and painless process -- not a trying ordeal like you described -- so your frustration is certainly understandable. I'd be upset too if I found myself waiting an extended period of time for a product key, especially if there was any confusion regarding who might be able to help me find a solution.
I've sent you some information, so please make sure to check your private messages when you have the chance to do so. As always, you can check your PMs by signing into the forum and then clicking on the letter icon in the upper right-hand corner of the page.
For future reference, customers can typically expect a moderator response within 2-3 business days (not including weekends or major holidays). Sending duplicate private messages to multiple moderators will not result in a faster turnaround time. If you are in need of immediate assistance with a digital download, please call 1-888-BEST-BUY (1-888-237-8289) and ask to speak with our Digital Library team.
Aaron|Social Media Specialist | Best Buy® Corporate
Private Message

Why is BT Customer Care So Bad at Dealing With Com...

More appropriately, BT Customer Care ought to be called the BT Customer Barrier. Its primary function is to defend BT from the problems its customers may be having and its fundamental ethos is that the customer is always wrong.
This is made abundantly clear at the point of initial contact, its internet pages, where the first thing to greet you is the statement that most faults occur within the customer’s own infrastructure. This bizarre assumption is carried right through the extensive faults procedure where each step is directed remorselessly toward persuading the customer to find and fix a fault that without further investigation is undoubtedly on their own premises and of their own making; BT does not admit that faults might occur outside of customer premises or make provision for those who are competent enough to have already carried out these basic checks and want to move on. Neither is there a clear onward step for BT to take ownership of a reported fault after the checking procedure has been completed – again there is an assumption that all faults are the responsibility of the customer. For a persistent customer it leaves the complaints procedure as the only option to progress.
The complaints procedure is another mechanism dominated by the customer-is-always-wrong ethos. The first thing a customer service operator will do is to insist a customer go through the same step by step procedure covered by its internet pages, regardless of whether or not the customer has already done this. Presumably the operator is trained to believe that the customer is incompetent. There is a pre-scripted, condescending and belittling conversation that follows which often involves the customer service operator magically changing from a care representative into a sales representative, offering new packages and various pieces of equipment that he is almost sure will cure the fault. The last resort, if a customer manages to stand firm and turn down all these alluring offers, is for the operator to reassure the customer that everything will be all right if they just be patient and give it a couple of weeks. Then it’s goodbye.
During the lifetime of a fault this procedure will repeat itself several times and each time the customer service operator will behave as if it were the first. BT appears to have no method of gathering useful retrievable information about a specific complaint or sharing it between operators. Eventually frustration and anger from a customer will lead to elevation where the customer is promised a call-back from a BT engineer. Call-backs from BT engineers are not lightly won.
If you are lucky to be promised a call-back you will be given a time slot and an automatic telephoned reminder first thing in the morning while you are still in bed. A pre-recorded voice message from a hugely condescending and suspiciously sceptic female will make sure you are awake and ready for your call, which may not be for several hours. If you are very lucky your call-back will be made, but often they are delayed or forgotten or have not been booked at all. And, of course, it will be your fault.
I know all this because I have been through it on more than one occasion. My latest battering against the BT Customer Barrier began four or five weeks ago after I had meticulously carried out my own checks. For some months I had noticed that BT broadband was either dropping out completely or reducing strength to download speeds that were unusable, sometimes as low as 0.01mbps, but mostly between 1 and 2. This always seemed to coincide with peak times when my BT contract assured me my signal would not fall below 5 or 6. My own checks consisted first of looking closely at my wifi which at the time admittedly was quite weak. I installed a wifi repeater which boosted the signal but did not resolve the problem so I changed my phone filters but this did not resolve the problem either. I tested the line using quiet mode but there was no noise on the line, I changed my router, I repositioned my router, I changed to Ethernet and used only the BT service socket cutting out all intermediate infrastructure in my home, and I tried all of the above whilst turning on and off various devices I thought might affect my broadband signal. Nothing solved the problem.
At this point I fully believed I had covered every possible self-check known to man, but BT felt differently and tried to make me go through them all again. BT then told me it was my router, which I knew it wasn’t, and that I would have to buy a new one, which I already had, so I declined; then they told me that most probably there was work going on in the area that I did not know about, but neither did the operator because when I asked him about it he admitted he did not know if there was work going on in the area or not. I actually admire him for making that bit up; it showed a spark of spirit. Eventually he told me everything would be all right if I was patient and to wait a couple of weeks, and then he said goodbye.
Everything was not all right and after two more weeks, two more emails and two more conversations that had to begin from scratch because BT had forgotten everything I’d said previously, I eventually won my call-back from a BT engineer and an agreed time slot. Only it didn’t happen. I waited for the call but it never came. A call did come, nearly an hour after the allotted time slot, but I was not there having already given up waiting for it. And that was my fault again.
So, what is wrong with BT Customer Care? Well, just about everything to be honest. It is fundamentally flawed from top to bottom. It has a preconceived conviction that the customer is always wrong and does nothing to hide that conviction. From a customer perspective it is like trying to swim up a waterfall. They make you feel so small. BT Customer Care needs dismantling and rebuilding from scratch, it is an appalling, abhorrent and arrogant organisation that ought to be banned from having the name British in its title; I am pro-European and British, and I am ashamed that BT Customer Care can use the same designation, which is less confrontational than it sounds given that it is mostly located in India. It has become the benchmark by which all poor customer service in Britain is measured by, a level of incompetence to avoid. It’s no coincidence that other internet service providers make a major selling point of not having the same customer service setup as BT.
Eventually my call-back came after weeks of trying and BT agreed to monitor my broadband speed to see themselves what was happening – an appropriate course of action I suggested at the outset. No apology because, naturally, I had been wrong to suggest it and it had only become the correct thing to do when they thought of it. They agreed to monitor my broadband speed and to call me back after three days. After only one day I received an email saying that I should monitor my own speed and send them the results. I pointed out that I had already done so, several weeks earlier. I sent them new results. In all the speed test results sent to BT a clear pattern of drop-out and poor signal strength at regular times during the day were obvious. BT then took to calling me back at times when they knew my signal would not be dropping and asking me to run a speed test, thereby proving I was wrong about having a fault on my line.
Fault or no fault, BT Broadband remains unusable for around two hours per day. When this current contract ends I shall be looking for a new provider.
Solved!
Go to Solution.

welcome to the BT community forum where customers help customers and only BT employees are the forum mods
By posting on the forum I assume you would like assistance and not just a rant to blow off some anger
you appear to have tried what normally would be suggested but in order for the forum members and/or mods to help please can you post the adsl stats from your router you may need to 'show detail' to get all stats (if hub enter 192.168.1.254 in your browser and navigate to adsl or if HH4/5 then go to troubleshooting then logs and you are looking for 2 line together when hub last connected to internet and they will show your connection speed and noise margin or if netgear enter 192.168.0.1). Then run btspeedtester (MAC users may have problems). when first test completes then run diagnostic test and post the results ( do not reset the router).
are you connected directly via a filter to the NTE5 master or test socket or to somewhere else? Is the master the only phone socket in your home?
Someone may then be able to offer help/assistance/suggestions to your problem
If you like a post, or want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side of the post.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Verizon Edge with no discount and 4 hours of wasted time with Customer care

So far my experience with Verizon has been far short of superior as it should be for the number 1 carrier in the nation. I tried to open an account using the Edge program and did not qualify. This was on the same day that the down payment for the Edge program became available. I called to determine why I was ineligible and try to find out if there was any way to become eligible and was told no and was told several times to just start a 2 yr agreement. 1 hour wasted when I could have just paid a down payment that day and none of these future problems would have occurred. Fiance opened an account in his name on the Edge program for me. I already had a prepaid account with a telephone number I wished to keep but was told in store that this would not be possible. Account was opened with a new telephone number which I will refer to as telephone number A. I contacted customer care and was informed that it would be possible to keep my telephone number which I will refer to as telephone number B but was unable to do get it done at the time due to not having both of my phones with me. 30 minutes wasted as it should have been done in store the number transfer. Was able to call back later and get my prepaid account with telephone number B added to my new account with my telephone number A. We then proceeded to switch telephone numbers so that I had my original number, telephone number B, and then cancelled the additional line. 1 hr and 30 minutes wasted!!! New single line plans come out and I chat in to change my calling plan to the Single line plan with 1gb of data for $60 and $50 with my Edge discount. Chat representative changed my plan to the More Everything plan with 1gb. This was not at all what I wanted as I'm trying to save money and I was hit with a huge bill. Called in about bill got plan sorted out and am informed I no longer have the Edge discount because I'm using telephone number B. I'm informed the Edge discount was applied to telephone number A and I can not have that discount using telephone number B. This by the way took over 2 hours after I was informed by the customer care agent on the phone alot of inaccurate info. I was informed the 1gb single line plan was a loyalty plan and I was not eligible until my account had been open for 1 year. I was also informed that the Edge discount did not apply to the single line plan. 2 hours wasted After speaking with a supervisor I was still unable to have my Edge discount applied. How can this be Verizon? How can I purchase a phone on the Edge program, be given a discount and then have it removed simply because I wish to use the telephone number I've had for over 10 years? I WAS NEVER ONCE INFORMED I WOULD LOSE MY DISCOUNT!!!! I went from prepaid to the Edge program because I wanted a new phone and 4G and because of the Edge discount making it very close to what I was already paying. I've wasted 4 hours on this when all of this should have been done in the begging. If I had been able to put a down payment down I could have had my number then 90% of these problems I wouldn't be having. You can't tell me there is no way to use my number and not get the Edge discount. VERY UNHAPPY!!!

So ChristinaB_VZW replied to my post. You would think I would get a little further help regarding my issue, correct? WRONG!!! I told her thank you for helping me and she asked me to reply back with my original message copied and pasted which I did on 4/8. I waited until 4/17 and had not heard back so I responded back to her. Still haven't heard anything from her. Do they simply post on these forums so that customers have the appearance of receiving assistance so that in public it looks as though I've been helped when in actuality still nothing has been done. I could understand if I was begging for a new phone or wanted $100's of dollars off my bill for no reason but I'm not. I want the discount that I should be receiving as part of my VERIZON EDGE AGREEMENT. This is the worst experience I've ever had with any kind of services for money. I know one thing for a fact and that's one you are a customer you no longer matter. So thank you ChristinaB_VZW for making Verizon appear to care about customer issues when in actuality they do not. I will be sure to never recommend your services to anyone and to reference this issue and lack of customer support for that reason.

Canon: Best Cameras, but Worst Customer CARE?

As a long-time lover of Canon's Powershot cameras, I've grown accustomed, and been quite willing to put up with, its user-unfriendly site, clunky software and various glitches and snags that come with getting set up.
With the new SX700, another amazing camera in the series, Canon Image Gateway ("CIG") sounded ready enough to take the time to set it up, along with the wireless CameraWindow app on mobile devices. I'd like to emphasize how many years of great photos Canon has given our family on vacations and special occasions, because the rest of this is not especially pretty.
Matters DID start well with the CameraWindow app. Installing it onto my S3 and Kindle Fire (side-loaded its apk) went smoothly. I can transfer images from camera to phone and tablet! Nice start, since it's a just a short hop from there to social-posting.
[[ By the way, for those who use Kindle, I highly recommend the APK Downloader extension for Chrome (for when an app is not available for Kindle directly). I found it while searching for the APK for this Canon app.
You enter the URL of the app (i.e., URL from Google Play). The app downloads the "official apk" to your desktop!
Transfer the apk onto your Kindle and then install it using a file manager.
You can count on the apk being virus-free since it comes from Google Play. Many apk sites don't have the more specialized-type of apps and there's always the worry about how clean their apks are. ]]
But I digress...
Back to Canon's Image Gateway. I should have stopped with CameraWindow on mobile devices, but was tempted by the ability to upload directly to social media from the camera via Canon's site (although it's not clear if it can do that in one-step).
What a pain. Canon's site asks me (you, too?) to log in to CIG even though I've already logged in. I can access my account, see that my 700 is registered, etc., but I'm asked to login again.
This would normally be just another one of Canon's inevitable glitches/low-usability issues (ex., one of its certificates is questioned by both Safari and Chrome with worrisome "careful" language, some parts are ambiguous and need figuring out, etc).
But the really big issue is that when I DO try to login (when already logged in), I get this error page, no matter which browser I try...
https://www.cig.usa.canon.com/error/general.html
I've tried many workarounds, looking for backdoors that take advantage of the fact that I'm already logged in, even downloaded their Gateway Album app to see if that might find a backdoor to login to Canon Image Gateway (desperate, I know). Same result - the app won't even login.
I finally(!) got the idea to see if was "just me" who couldn't figure this out. I did a search at Google for "cannot login to canon image gateway"...
https://www.google.com/#q=cannot+login+to+canon+image+gateway
This is, it seems, a BIG problem, especially when you consider that most folks just give up rather than come to forums, making what we see (here and in the Google search) just the tip of the iceberg. And it's been happening for many months.
Canon gives a variety of excuses, ranging from "server down for weekend maintenance" to the user being in a foreign country (don't lots of people use their cameras when traveling? -- global access would surely be a big part of this?).
Canon's basic strategy seems to be to bury the problem by telling folks to contact Support (whether it's at YouTube, their social media locations or here). Canon looks good by replying (and they do it religiously). If the intent was genuine, it would be admirable. But folks seem to enter a black hole and never come out.
Where are the happy "thanks for fixing that for me" customers? Almost everyone complains that they wasted hours with Support, repeating the same troubleshooting that they'd already spent so much time on. Some report being told that they were the only ones with the problem, clearly not true.
So I have no interest in wasting yet more of my time on this by contacting Support. (I did find one person who later managed to login, but that did not seem to be connected to his contacting Support, given the delay and lack of on-point communication from Canon.)
This is a disrespectful-to-loyal-customers attitude, no way to handle what should be a very simple problem. It boils down to this...
1) Logging into websites has been mastered by webmasters/sysadmins long ago.
2) The Image Gateway is now an essential, core functionality, especially if this actually enables users to upload directly to Facebook from the camera (once all is set up).
3) Even if it worked, there must be a faster way to set this up, to build the software into the camera? Canon could really use a Web-based UI-centric team that eliminates all the needless little barriers along the way. A customer CARE attitude starts well before having to post to a forum or contacting Support.
4) I love the Powershot cameras. The SX700 makes up for the disappointing 280 (with its video-related battery problem and minor changes). For example, the image stabilization on the 30x zoom of the 700 is amazing (the 30x itself is fantastic). And low-light shots are better than ever. The hardware is why so many of us stick with Canon.
The software has always lagged, something Canon can't afford in the long run, not anymore. Before worrying about that, though, customer CARE starts with paying attention to all the complaints and prioritizing THIS particular issue so that everyone can login painlessly.
In SOFTWARE companies, bugs that are "total stoppers," frequent and simple-to-fix - they normally get prioritized to the top. It's hard to understand why this is still an issue.
It's time to stop sending us to Support and instead to just fix this problem. We should be able to...
Enter username and password. Get in. Set up what is now core functionality painlessly. Get out. Watch happily as it all works perfectly after that.
With respect but frustration,
Ken
P.S. A quick follow-up. Installing that Gateway Album app actually DID seem to help. Some 2 hours after the initial failure, I can now login using both Safari and Chrome! The timing is too tight to be coincidence, although I've no idea why it works now.. However <sigh>...
The camera can no longer find the mobile devices (a big step back) and it won't give me an authentication code. And so it goes... the temptation to lose yet more time. Must resist and move on.

Hi KenE,
We're sorry to hear of the issues you've been having with our Canon Image Gateway. The website is currently down for maintenance and will be back up once it is completed. If you have any additional questions, feel free contact our Canon global support for your area here: http://www.canon.com/support.
Thanks and have a great day!

Customer care moving to outright ignoring people

Hi everyone,
I just wanted to highlight the tip of the iceberg, the straw that broke the camels back. After 2 weeks with BT and the abysymal cusotmer service experience, I think we will be moving elsewhere.
As its the middle of my work day, I was busy on a conference call to talk to BT. So to try to be more efficient, I used the BT chat system to do two things at once. All I wanted to do was upgrade my package. Instead the BT agent decided it would be good to call my home number and try to persuade our live in carer (no less than three times) that even though I said I was on a call already, he should speak to me.
Chat start Question "Hi I would like to change form the 7.50 TV essential package to the £10 TV pacakage. But id like to know will I keep the 2.50/month TVdiscount if i do?"
Chat log; **Edited**
This is another long line in BTs customer care screwups over the past 12 days we have been customers. Highlights include;
- Sent an engineer on a multiroom install with only one box and no instructions for multiroom. After much heated phone calls, eventuall agreed to post us a multi room box
- When that box went missing, you were trying to tell us our remote batteries were to blame for that box being missing in the post (later determined lost by courier)
- Trying to bill us £198 for the replacement multiroom box, then arguing that as we has two boxes, we should pay 2x£99 (groan). You then agreed to refund £99 and said sorry it was an oversight, but then didnt actually action that and went ahead and billed us some £240 in one off charges.
very poor. absolutely terrible cusotmer service. theres no care and your agents do what they want.

Hi Leanne,
Very sorry for the rubbish service that you have received so far.
I'd very much like to help you so if you wouldn't mind sending me your details over a PM then I will get you sorted.
Steve
BT TV Expert
I am a BT Employee and an expert on TV queries. I am here volunteering my own time to give advice, primarily on the BT Vision+ and YouView boxes. Go here for more info.
If my post has been helpful, please click on the Ratings star on the left-hand side of the post.

Terrible customer care, still havent received serv...

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