Terrible Support

I assumed that with the change in site perhaps Lenovo was getting serious about customer support. I was very wrong.
About 2 weeks ago I tried to send in a laptop for repair. A laptop covered by a full waranty valid for another year. Lenovo without contacting me closed the ticket 3 times. Finally I was able to send in my users laptop.
The problem seemed to be resolved however all of the top keyboard function buttons were dead. A problem that I did not have previously. One week later the problem lenovo supposedly fixed began occuring again.
Again I put a ticket in and talked to someone from Lenovo said they did not have record of my previous repair. Even though it was clearly listed in their ticket system. They were finally able to look it up.
They told me they were escalating the problem to a supervisor and I would be contacted in 24-48 hours.
Just for kicks I decided to check my ticket status. It was again closed with no communication. The ticket claimed it was closed at my request.
Updating your ticket system does not help when your support is still terrible.

Lenovo has now again closed my ticket with zero communication. I will respond with how this plays out.
I am working for a multinational company and this is how Lenovo is acting. It is insanity this is how Lenovo Support is playing childish games. Closing tickets with no response.
Update:
I called Lenovo Support. The man I spoke to had no clue what was happening. At first he claimed the ticket was blank. He repeadtly said there was nothing in the ticket. I read word for word what it said. After searching he somehow managed to find the text provided in the ticket. How someone reading a ticket can lose the contents of a ticket is beyond me.
He claimed the system had a conflicts of being worked on and being canceled. He had no idea what was happening and said as much. All I managed to get from him was that it was probably being worked on before I hung up as I do not have time to deal with this.

Similar Messages

Still Terrible Support

I assumed that with the change in site perhaps Lenovo was getting serious about customer support. I was very wrong.
About 2 weeks ago I tried to send in a laptop for repair. A laptop covered by a full waranty valid for another year. Lenovo without contacting me closed the ticket 3 times. Finally I was able to send in my users laptop.
The problem seemed to be resolved however all of the top keyboard function buttons were dead. A problem that I did not have previously. One week later the problem lenovo supposedly fixed began occuring again.
Again I put a ticket in and talked to someone from Lenovo said they did not have record of my previous repair. Even though it was clearly listed in their ticket system. They were finally able to look it up.
They told me they were escalating the problem to a supervisor and I would be contacted in 24-48 hours.
Just for kicks I decided to check my ticket status. It was again closed with no communication. The ticket claimed it was closed at my request.
Updating your ticket system does not help when your support is still terrible.

Lenovo has now again closed my ticket with zero communication. I will respond with how this plays out.
I am working for a multinational company and this is how Lenovo is acting. It is insanity this is how Lenovo Support is playing childish games. Closing tickets with no response.
Update:
I called Lenovo Support. The man I spoke to had no clue what was happening. At first he claimed the ticket was blank. He repeadtly said there was nothing in the ticket. I read word for word what it said. After searching he somehow managed to find the text provided in the ticket. How someone reading a ticket can lose the contents of a ticket is beyond me.
He claimed the system had a conflicts of being worked on and being canceled. He had no idea what was happening and said as much. All I managed to get from him was that it was probably being worked on before I hung up as I do not have time to deal with this.

How does one escalate truly terrible support responses

I just got the most cursory support response that seems to show a total lack of understanding of the problem (how teh system handles email).
I am used to poor responses, sometimes too often, but am patient because I know people are busy and sometimes things are overlooked.
I also know that the people in charge want to improve support, so I want to esclate this particular response. Can anyone tell me how to do so?
Gary

Thanks Gary for the details.
I've reviewed the case and I agree that more details should have been provided here.
Basically this is currently a known issue that our engineers are working on resolving however this has mainly been for sites under the US center. Your site is actually under UK center which is odd for this to be happening in the first place so I've since reassigned the case to our escalation team to investigate further and to respond back with more details.
The current note from our team...
In some cases, we have had reports of intermittent delays for operational emails sent from our system. These delays can be from a couple of minutes up to a couple of hours.
Our operational team is already investigating these issues and they’re working on resolving them. We hope you will see an improvement in the next couple of days however if the issue still occurs please provide us the system email type (e.g. workflow notification, invoice email, email marketing test email etc.) and the email address that’s not receiving it properly, and we will investigate this further.
We will be responding back to your ticket ASAP once we identify what's causing this based on the information you've provided in your initial case message.
To access chat support you would follow the same path of submitting a ticket. Portal -> help&support -> contact support -> select chat support instead of submitting a case. http://screencast.com/t/TcbUlP4zq
- http://www.businesscatalyst.com/support/request
Hope this helps clarify a bit more.
-Sidney

Cannot download invoices - terrible support.

In my billing history the recent invoices download links completely missing.
Just received "Your statement is ready" from [email protected], but I cannot download the invoice because there is no download links.
I've already opened a support ticket 1 month before (!!!), still they cannot solve my issue.
Where can I get real support for billing problems?

Hi stmarti,
For this kind issue, I would suggest open a ticket from azure portal and select billing type, this is the real support for billing problems, please try again.
Best Regards,
Jambor
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HT4236 Terrible support and terrible not working interface for photos.

For a company that made it's chops with graphic designers this has the usability of Windows circa 1989. This article does not help at all! Delete each photo manually? Are you Effing kidding me? GET IT TOGETHER
I'd like to know why I've spent two hours and the best advice is to buy a third party app. I'm not a noob and I'm sick of Apple being called the best but when you want to do something as simple as file managment it's TERRIBLE.

You don't need to delete photos one at a time. As long as they aren't photos that were synced from a computer (they can't be deleted directly on the iPad), then in thumbnail view in the Photos app you can tap the Edit button top right of the screen, then double-tap a photo with two fingers and without lifting your fingers off the screen slide both fingers back-and-forth across the screen over the photos that you want to select for deletion.

Black Cartridge and terrible support

I have been on the phone for over a hour... I still have been transfered twice to a "different department". Listening the same automatted voice has gotten me to this forum and hopefully I can get some help. I have a Hp laserjet pro mfpm127fw. The cartridge given in the box when opened has a problem. The printer is giving me a message reading "install black cartridge". I dont understand the issue. Please help!

Hi vchamp16,
Sorry for delay in resolving and transferred to different departments..
This "Install Black Cartridge" error is typically caused by a piece of packing material that got left on the cartridge. The document below should help you fix the problem. If that doesn't work, try doing a hard reset. If neither works, let me know.
Toner Light Blinks or 'Install Black Cartridge' Message Displays on the Control Panel:
http://goo.gl/Nlqpg
To do a hard reset:
1. Make sure the printer is on.
2. Pull the power cord from the printer.
3. Pull the power cord from the wall.
4. Wait 30 seconds.
5. Plug the printer in and turn it on.
Please get back to us so that we can assist incase if you couldn't resolve the issue.
Regards
Aneesh
Although I am an HP employee, I am speaking for myself and not for HP.
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--Please mark the post that solves your problem as "Accepted Solution"

Terrible Support Experience

• The technician was completely at a loss.
• The issue is not resolved.
• I was asked to uninstall EVERY Adobe product I owned risking thousands of hours of work in Lightroom.
• I was promised a call back today and instead I received an email telling me my case was now considered resolved.
And I still can't install photoshop after following all of the suggestions here and spending an hour on the phone with a baffled technician.

actually, the techs on the chat were right. You have to speak to ordering to have those changed. I have a friend that works at the FSC and he says that the Techs no longer have the ability to push orders through. He says that they had so many agents pushing orders through improperly (activating the service without it being billed) that they took that ability away and now all those issues must go to the orders department now. So the online chat's and calling "repair" will get you no where now.
But your right, they should have made it clear.
To make it clear for others. This is the info I have.
1-800-837-4966 M-F 8a-9p (your local time zone) Sat 8a-3p Sun 8a-12p
Any other times (after hours) 800-553-0228
Your phone numbers are a little different. They may be additional or local numbers. The ones I listed were the national numbers. Now I have not called them in a long time. I know that the normal hour one is still good, but I'm not sure about the after hour one. It worked the last time I used it.
====================================================================================
Error exists between keyboard and chair.

Terrible support for bb probs

Have now been on phone to India for over 2 hours and getting nowhere.
How can I contact someone who is even vaguely interested or willing to help? I'm just being sent from person to person whilst being given descriptions of their departmental problems or lack of training.
Solved!
Go to Solution.

Hi Unhappyman,
Please see imjolly's post first.
If you need some information and what info is needed then please read below:
Sorry to hear that your having problems with your BT Broadband.
You will either be on the ADSLMax (upto 8mbps) service or if your exchange has been BTw 21cn upgraded you maybe on the ADSL2/2+ (upto 12/20mbps) service depending on your line quality and length.
However these upto speeds may not be the speeds you will get as ADSL broadband connections are very dependent on the distance from your property to the exchange and the quality of your line. The further away you are from your local exchange the slower your broadband speed will be.
To enable the community to help you please see the advice below:
Please see Keith's help guide here: Helping forum members to help you, it will go through some checks that are needed for us to help you.
A summary of the checks are:
1a) Is your router/Homehub connected by a BT NTE5 master socket, Adsl Filtered Master Socket or Extension Socket? Please bear in mind that extension cables and extension sockets can reduce the broadband's performance. If you have an Old LJU master socket then please say.
1b) Have you tried the Test Socket? - if you have one.
2) Can you please run a BT speed test (including IP Profile) http://speedtest.btwholesale.com (not beta version)[Best done with a wired, Ethernet, connection] After Quick Test is done you need to click "Further Diagnostics" to get IP Profile.
3) is there any noise on your line. dial 17070 option2 ,called quite line test, from landline phone. should be silent but slight hum normal on cordless phone.
4) please post adsl line statistics
ADSL Line Statistic Help:
If you have a BT Home Hub like the one below...
Then:
1) Go to http://192.168.1.254 or http://bthomehub.home
2) click Settings
3) Click Advanced Settings
4) Click Broadband
5) Click Connection or sometimes called ADSL (see picture Below)
The direct Address is http://bthomehub.home/index.cgi?active_page=9116 (for bthomehub3.A firmware ending in 1.3)
or http://bthomehub.home/index.cgi?active_page=9118 (for bthomehub3.A firmware ending in 94.1.11)
You will need to copy and past all the adsl line statistics ( Including HEC, CRC and FEC errors). You may need to click " More Details"
There are more useful links on Keith's website here: If you have an ADSL connection, please select this link
Don't have a BT Homehub/Voyager?
• http://192.168.0.1 for a netgear router and look for ADSL adsl statistics with information like noise margin and line attenuation, connection speed
• http://192.168.2.1 for a belkin router and look for ADSL adsl statistics with information like noise margin and line attenuation, Data Rate
Cheers
I'm no expert, so please correct me if I'm wrong

What is going on with support

Here is my issue. Post the hack back in October I have been trying to update my payment details without luck- my bank account coincidentally got hacked into a few days after Adobe announded the attack. My subscription is critical to my busness yet despite numerous attempts to change the details incluidng using the chats, phone calls etc the problem persists.
My real beef though is with the support or rather complete and utter lack of anything.
Trying to find any meaningful contact details in Europe has been very hard to find. I have used the chat but it seems to take an age before an agent comes online despite the green light saying that someone is available when you click on start chat. On the only slightly successful chat I had I was able to get hold of a UK support number. As I write this I have now been waiting 81 minutes for someone to answer the phone having initially ploughed through 5 option lists. I am currently waiting for a Live Chat to start but have been waiting 12 minutes for this. WHAT THE HECK IS GOING ON HERE? From a global company one expects at least a modicum of support here but this is quite frankly the most terrible support system I have come across and by a great margin. Time to buck up your ideas Adobe

This information is a couple of years old, so I can not vouch for how current it is. But it may be worth a try.
ColdFusion's Dedicated Account Managers
October 9, 2007
http://www.forta.com/blog/index.cfm/2007/10/9/ColdFusions-Dedicated-Account-Managers
Just a reminder (especially for those of you whose experiences when calling Adobe sales regarding ColdFusion were anything less than stellar) ...
Adobe has dedicated ColdFusion Account Managers (in the U.S. and Canada), all they do is ColdFusion, and they can help with purchasing, EULA and pricing questions, and more. Here are the contact details:
For users in AK, AR, AZ, CA, CO, HI, IA, ID, IL, KS, LA, MN, MO, MT, ND, NE, NM, NV, OK, OR, SD, TX, UT, WA, WI, WY (West of the Mississippi), ping Jason Graves at [email protected] or call (858) 847-7541.
For users in AL, CT, DC, DE, FL, GA, IN, KY, MD, MA, ME, MI, MS, NC, NH, NJ, NY, OH, PA, RI, SC, TN, VA, VT, WV (East of the Mississippi) as well as Eastern Canada & Ontario, ping Dominick Conte at [email protected] or call (858) 847-7451.
[revised]

Account suspended - chat support is like ****

Hi,
my Skype account was locked from yesterday to tomorrow.
After I filled out every information required for unlocking I got a mail to contact the support.
The support asks me some questions, but some of them aren't answered right by me and I don't know what.
1. I didn't make a payment
2. I registered a long time ago (2003, 2004?) and I don't know when - how should I know this???
3. I can only name two of my contacts, because I don't remember the other names - and I have only 5!
4. I don't know with which mail address I registered (nearly 10 years ago!!!) but I only had 2 addresses at this time, so I named both.
No sensitive information are saved in my account.
So, how can I unlock my account which Skype blocked without any reasons?!
This "security" is useless in my opinion...how can I know every information I filled in 10 years ago?
I need this Skype account! One of my contact is very important and I doesn't remember his Skype name and he didn't entered his real name. I can reach him via Skype only!
Please help!
Greetings from Germany
Jannomag (this is my Skype name)
BTW: Are the chat supporters indians with pre-build texts? This is the most terrible support I've ever seen!

unfortunately, only the customer support can possibly assist you regarding this matter.
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Adobe Store takes too long to deliver download and serial information

Earlier this week we received some Indesign files for a job, but they were in Indesign 5 format, so we were unable to open them with Indesign CS4. So, taking this as a sign that it was time to upgrade, yesterday, at around 1pm UK time I purchased the upgrade from Creative Suite Design Premium 4 to Creative Suite Design Premium 5.5. I logged onto the Adobe.com store, looked at the options - Home and Home Business, Small and Medium Business, Eductation and selected Small and Medium Business (because that is what we are). I purchased the upgrade (as a download), received a confirmation email from Adobe and waited....and waited...and waited. At the end of the day I called Adobe Custopmer support and asked why I have not had any email showing links to download sites, and serial numbers. I was told it can take 24 hrs to process the order.
Well here we are over 24 hrs later and I have still not had any information from Adobe. I tried calling the customer support and it is only open between 9am and 5pm Monday to Friday. The customer support website is down. The Adobe Volume Licensing site is down - and was all day yesterday as well.
In the meantime I have no way of opening the files. My deadline is Wednesday and we had planned to work on the job today and tomorrow (which is why I am sitting in my office now). It appears I cannot access customer support before Monday morning, and the customer support website is down until tomorrow evening UK time - at least. This means working all night on Monday and probably Tuesday - assuming we get access to the download information early Monday.
Adobe is one of the biggest software vendors in the world. When I buy software - online and for download, with a credit card - I expect to be able to access the software immediately. There is no excuse for this delay. None. A business the size of Adobe should not have customer services down for 2 days. Support should run 24/7, 365 days a year. My enquiry yesterday was routed to an offshore call centre, so having a 9 to 5 cut off is simply ridiculous.
The simple fact is that even the smallest software vendors we buy from deliver the goods within minutes. As you can tell I am mightily "annoyed" by this. At this point in time I am wishing these files were in Quark Xpress format (we have both). Quark used to have terrible support but they are now very good - and available.
As a customer of Adobe for over 15 years I am disappointed. Today, in my email inbox I have emails from Adobe about new online cloud services. Well, why would I want to invest any more in Adobe software if I cannot even access the ones I have bought - quickly?
If companies like Adobe want to know why piracy is rife - look at your own delivery systems. The only option I have now to do this job is to either download a pirated version (which I will not) or to download and run the trial for Indesign. How stupid is that?
Apologies for the rant.

ProDesignTools wrote:
Kevin Quigley wrote:
... selected Small and Medium Business (because that is what we are). I purchased the upgrade (as a download), ...
Well here we are over 24 hrs later and I have still not had any information from Adobe. ...
In the meantime I have no way of opening the files. My deadline is Wednesday ...
Hi Kevin, not sure why it's taken longer than usual, but you can just download the free trial in the meantime. It will work 100% for 30 days, and you can convert it over to the full version once you receive your permanent serial number without reinstalling. This is fine even with a business license.
There's really no reason not to proceed in this fashion, especially with an imminent deadline. Adobe recommends this in cases where there is any sort of delay (for example, student validation) or immediate need. And absolutely you should avoid downloading the software from anywhere else, which is not only illegal but also hazardous to the health of your computer (malware).
Hope this helps!
Acrobat has never had a Trial for Mac. Probably never will.

Problem with installation and activation

Hi, I have a problem with the installation of Adobe Muse.
I had a free 30-days trial, when it was over I bought the product ($ 13 per month),
I installed the program again and I see the same window with the finished Trials
and it requires a serial number and does not allow to enter the program.
I installed the program on your PC wife without any problems, but I can not install it on a laptop.
I have a laptop with Windows 8 operating system.
What I've done:
1. Uninstalled the free program,
2. check the connection to the Internet,
3. has installed a new program from the official website adobe.com,
4. Remove the line for the activation of the hosts file and resave the file,
5. turned off the brandmower,
6. rebooted.
I can't get support for a 3 days, is it the most terrible support I've ever seen? I dunno
Please help me at [email protected]

I guess this stuff helps me
http://helpx.adobe.com/creative-suite/kb/cs5-cleaner-tool-installation-problems.html
2014-08-07 20:07 GMT+07:00 Дмитрий Броский <[email protected]>:
thanx
>
2014-08-07 18:18 GMT+07:00 Prabhakar.Kumar <[email protected]>:
problem with installation and activation created by Prabhakar.Kumar
>> <https://forums.adobe.com/people/Prabhakar.Kumar> in *Help with using
>> Adobe Muse CC* - View the full discussion
>> <https://forums.adobe.com/message/6619532#6619532>
>>

One of my Macbook Pros can no longer print wirelessly to my HP 8100

Before I had AT&T U-Verse installed yesterday, I was using AT&T DSL. I had an Apple Time Capsule that I had attached my HP OfficeJet Pro 8100 to via USB. We have 2 Macbook Pros and they were able to print wirelessly to the 8100. When the technician finished with the U-Verse install he tried to connect my 8100 via an Ethernet cable to router (NGV510) since their router had no USB connection like my Apple Time Capsule. Nothing worked, couldn't figure out what to do. He put my Time Capsule as a bridge device to the AT&T router (I don't know what that means, but I have 2 networks now-- one is my original network name on Time Capsule and the new one is from the AT&T router). The Ethernet connection for the printer still didn't work. We connected the 8100 back to the Time Capsule via USB. One of the MacPros could print wirelessly, no problem. The other one couldn't.
I have been on the HP website, but am not a network tech., so I am having problems understanding what I need to do. Yesterday the AT&T guy told me to delete the printer, which I did, but I couldn't find a printer to re-add. Today I went through the HP site and tried the process of attaching the USB printer cable to my Macbook and re-booting. It found the driver and was added. I tried running the Set Wizard, but it evently said it couldn't find the printer. I tried it with USB printer cable attached to my Macbook and without. Neither way worked.
I am not sure what to do at this point. I did notice on the Macbook that can still print, there is [1BEEF5] behind the printer name, which does not appear on my Macbook printer name.
Any assistance would be appreciated, since AT&T says this is wireless connection problem and it is not their problem. They will try to fix it if I want to pay more money them for wireless support. What a scam!! You have a network that works and then they install their new product and break my connections and what me to pay more money to them to fix it. NOT GOING TO HAPPEN !! I wish I had never done this install. Terrible support from AT&T.

Hello there! Welcome to the forums @jdm2stl
I read your post about how you are having some difficulties connecting your Officejet 8100 to your Macs, over the network and USB, as neither seem to be working.
I will do my best to help and make good suggestions to you to see if we can get through this for you.
First, I would suggest this certain troubleshooting guide for the printer not being found:
'Unable to Find Printer' Error Message Displays for the Officejet 6100 and Officejet Pro 8100 Printe...
Another possibility, would be the actual router settings, as this was the device that had been changed. Check your router settings, here is what you are looking for:
Network name and password to have no spaces or punctuation.
If using WPA2 security, switch to WPA personal.
Dual broadcast Wireless b/g/n (printer may only connect to g).
Mac filter needs to be turned off.
Firewall settings need to be at there default settings, or set to a lower security.
Multicasting "on".
Following ports need to be un-blocked:
Incoming (UDP) ports : 137, 138, 161, 427
Outgoing (TCP) ports : 137, 139, 427, 9100, 9220, 9500
If all of the router settings are correct and you still cannot install the printer on your Macs, respond to me with which Mac OS X you're running on the Macs and we can go from there.
Have a great Thursday
R a i n b o w 7000I work on behalf of HP
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“Thanks” for helping!
Click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution!

Wow, a full Digitial Voice outage

Nice that I tried to make a phone call when the emergency call from the school, that my son was ill, went to voice mail on my Verizon Wireless phone because service is so bad in Massapequa, Long Island, NY. (I had just moved from Garden City, LI, where Data services were degraded for my Iphone), which makes me really sorry I didn't stick with AT&T as my IPAD2 is AT&T and has 5 bars and quite speedy. When the verizon tech installed my service, he had to drive a town over with his wireless laptop 4 times to program my Network Termination Unit (NTU)... one was defective.
I picked up my phone to call the school and see what had happpend with my son, and I had dial tone, but
calls were not connecting. I reached Verizon via a borrowed AT&T cell, and the agent was pretty nasty
when I complained about the inability to dial. He advised me they have a major outage. WOW, and no
one knows??? I don't see it on the support site! Even the small little ITSP's like Vonage have a "System Status"
on their webside. Not Verizon.
Well, I dropped my Asterisk PBX on my net, powered it up, connect to Liquidity.com, where I have a
SIP endpoint I normally use if I am on the road and need a land line. I will connect via a soft client
via SIP. (I actually get 4 channels in / 4 channels out for $27.99 a month and I have never had any
problems, except once where I could not dial a particular 888 number, but they resolved that quickly.
So I have phone service again! Via Verizon. But it is my 35/35 Internet that my PBX is doing SIP
to Liquidity.com that is getting me phone connectivity. My "Verizon Digital Voice" is still dead!
You know... old POTS -48VDC just worked. Even their non-digital pots service over 1310nm
to their DMS switching facility, just worked. NOW they are using SIP over IP, and they have
network issues.
I have been a network engineer designing low latency fiber and wireless networks for
30 years. They don't care to talk to people that know more anout their network than
they do. The agent and technical support were pretty rude. "We are using a new SIP
technology on digital voice!? NEW???? Like 1985 new??? Hello! SS7 is old
(5ESS, NT100)... is old. SIP is not NEW. It is "Newer", but not new.
My 16 year old son obtained a PBX package that allows you to basically become a LEC.
He pays for a 100Mbs Metro-Ethernet with QOS service, and provides SIP based LEC
services to about 40 homes in his area. It is funny. He has redundant connections, and
his customer base is growing. The PBX administration allows multiple customers,
and programming down to each customer level, will bill generation, etc. Made by a
Romanian company... He has two servers running in load balance mode.
(He is 16!).... I should support him, but I have been using Liquidy as an ITSP for several
years. Maybe he should consult to Verizon, he knows SIP internals quite well...
I am sure he knows more than the "converted copper guys now called "Multimedia Installers"...
Nice Job Verizon. Thanks for no notification. Thanks for the same terrible support.
The next RFP that comes in for the next multi-million dollar network I design, rest assured
your RFP response will go in the shredder...

I am sorry to hear about your frustration with the downtime in your service. If you are still experiencing problems making calls, please send me a private message so we can take a look at this.
Anthony_VZ
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Creative cloud subscription renewal problems

I have not been able to access my creative cloud apps for the past 24 hours and yet my adobe account says I have used one day already....I renewed yesterday...I am completely frustrated with adobes terrible support.

astovie can you please be abit more specific?
what issue are you having? what is the error you are getting? please be more specific.
Thnak you.

Terrible Support

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