Unanswered complaints letter

I sent letter of complaint about the unfair product renewal options and treatment for existing customers on the 9th March and still have not had a relply (15 days later) although they say they will answer within 10!!!
Does anyone know how else I can contact them or get a response without having to wait hours on the telephone or Chat Line???

That is the only way to make a formal complaint
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Similar Messages

  • Lost photos and other errors, Complaint letter

    I would like to send Apple a formal complaint letter letting them know how greatly disappointed I am with their products. I was a great fan of Apple and I was even considering buying a new Mac but I am no longer so sure.
    For a while I dealt with MobileMe Calendar crashing constantly while trying to enter meetings and other important events. I just figured that they would get to it sooner or later. I have lived with the fact that my iPhone and my iPad lose the wifi connection they have constantly without any logical reason. I have ignored the fact that I cannot use many webpages on my iPhone or my iPad that use flash (including pages the US Army has) or are just not compatible like many realestate MLS search sites, I have watched as iTunes crashed and froze many times on my computer, and I have even put up with the fact that backing up my iPhone can take in excess sometimes of 8 hours.
    But today I think I have had it finally, I lost photos that I had taken of my 1 week old daughter born July 1st; as well as photos from the US Army Black Hawk flight training course (I am a Uh-60 pilot in the Army). These were photos that I thought had been backed up on my computer by iTunes, these were photo's that I can never get back now, these are memories that I had wanted to keep. For many years before I joined the Army I was a computer systems engineer and I have a B.S. in Computer Info Sys; so I know how to use a computer lets not assume that the error is on the user behalf in this instance.
    Thanks to Apple and thier team of programmers, I have lost some very importnat memories that I can never get back. I am sure any parent or soldier that has lost photos like these would agree there is no excuse, especially when you did everything the way you thought it should have been done. I am more than a little angry that Apple cant seem to get it right when it comes to iTunes and the iPhone, if they want people to use the product then make it work so they don't lose things like I have.
    Does any know of an Apple email address that I should send this to with someone that would care on the other end? I am just very disappointed and want to be heard.
    From,
    A Very Disappointed Army Parent

    http://www.apple.com/feedback/iphone.html

  • I am wishing to write a complaint letter regarding the service I have received for an Apple product, does anybody know to whom I should be addressing this to and the relevant email address? Thank you so much for your assistance. James

    I purchased an iPad 1 (in Australia where I used to live) and 5 months after the warrenty had run out it ceased to turn on. This I hasten to add, was only 1yr 5 months after purchasing it, and I think we all expect a premium product, which we pay a premium price for to work for longer then 1yr 5 months.
    This aside, I was advised my the Apple service centre in Singapore (Where I now reside) that due to the lack of warranty I would have to pay circa $450 SGD (£225) to get a "new" IPad 1. This was my only option.
    After begrudgingly parting with my money I recieved a "new" iPad with a 3 month warranty a week later (less than a week ago)
    The iPad has since stopped turning on again, having exactly the same problem as previously. I was advised by the genius at the Apple retail outlet in Isreal (where I am currently, bearing in mind there is no official Apple store in the country) that the iPad I had in my possesion was purchased in Australia a yr and 5 months ago and had no warranty. Not only had I paid $450 SGD for Apple only to fix my old iPad, I had been falsely advised that I would be recieving a new Apple product and my serial number has not been updated with the additional warranty. I feel a little cheated.
    Personaly I am dissmayed by this turn of events and feel hugely let down by Apple.
    I was going to give the iPad to my father as a present as I haven't seen him for 2 years, but it's worthless.
    Any assistance with this matter would be highly appreciated, I just want an iPad that works and a warranty period that makes sense for the amount of money I have spent on the product.

    Thanks people
    When I refer to letter, I mean email or eletter, whatever you wish to call it, but a correspondance via email very quickly to a global high-tech technology company. This is the year 2012 after all, I would feel slight disbelief if the only way to raise this complaint would be via a real letter.
    If there is no other way, than a letter will have to suffice.
    Again thanks for your support and time guys/gals.
    Regards,
    James

  • Email address to send complaint letter to

    I had my email account ghosted and have had other problems. Therefore I have written a letter of complaint to BT regarding my BT Premium Mail account, but have so far been unable to find where to send it. Is anyone able to provide me with an appropriate email address, or should I just send the letter to the BT Correspondence Centre in Durham?

    Thank you all for the advice and no pottyperson, there is nothing in my sent folder. I only know when the spam emails have been sent out, as either 1 of my contacts tells me or I get a returned email message, because the email could not be sent.
    After a lot of effort, I was eventually contacted by a 'senior' help desk BT person (non UK based) before Xmas and told that my email account would be 'upgraded' and given a much higher security status and that the service would be provided for free for 2 years because BT had not kept my details secure!
    I understand about the spoofing or ghosting, but I am not going to let BT just fob me off with any old rubbish and expect me to pay for my email account. I am going to have to find a new email provider and change all my contact details etc.
    If I delete my BT email account completely, could the spam people STILL send out spam emails, making it out it is me?

  • Where can you log a complaint/let the developers of Captivate 5 know there is an issue?

    I was on a call with the help desk for 2 hours and they couldn't figure out what was wrong with my project. When I publish it, it seems to publish fine but when I try to view it's just a black screen. I can't tell you everything they were having me do. Finally I decided to take 40 or so screens at a time and dump into a new project and publish. It worked, then another 40 pages, then another etc. and always published fine and I could view the project fine.
    Then I copied in 6 pages of PPT and it was fine. My last page to copy in was the 1st page. I always have a graphic and then the title of the project come in as animated text. Publish and it's black. Took out the graphic, still black. Took out the text, everything was fine.
    I created a number of different projects just a couple of pages long, had a regular screen, then a page with animimated text and black.
    What I surmise is that you cannot have animimated text in a Captive 5 project. I want to let the developers know. I cannot tell you how frustrating this day has been, but at least I finally figured out why my 2 week long project wouldn't publish.

    Greetings,
    I'm having the same issue.
    My Captivate project had one slide with animated text. First I tried deleting the animated text from the slide; then I deleted the entire slide from the project. Neither resolved the problem. I even tried removing all animation from the slides. Still no improvement.
    My project was created in Captivate 4 and then converted to Captivate 5. Powerpoint was not used at all in the creation of the project. It uses extensive (but fairly basic) animation and video. Animated text is used on one slide only.
    I am able to run the published file on another computer with Flash Player Version 10.1.85.3.
    Like others, it is not an option for me to revert to a previous version since I cannot control the Flash Player version of my clients and learners.
    I'm aware that Adobe is working on this issue and hope that they are able to resolve it VERY quickly. I have offered to share my Captivate file with Adobe if it would expedite problem resolution.
    Kind Regards,
    Sara

  • Complaint Letter to BlackBerry due to the very rude service I have received in your service center in Kuala Lumpur Malaysia.

    To BlackBerry Malaysia, BlackBerry International and Brightstar Corp,
    On the 17th of October 2013 (2:44:27 PM), I’ve sent in my BlackBerry 9810 for service of the track pad with the work order (WO621039) and serial number ([removed]) at your BlackBerry Expert Center by IXSUN Sdn Bhd (Lot L2-19A, Level 2, Tropicana City Mall, No.3, Jalan SS20/27, 47400 Petaling Jaya, Selangor, Malaysia).
    At the same time I have ordered 2 pieces of F-S1 battery pack as there wasn’t any ready stock for me to replace another 2 of my BlackBerry 9810 as I am having 4 BlackBerry 9810 within the family member. Back on the 17th of October, I was told that the stock will be arriving by the time my phone is ready to collect. On the date of November 3, 2013 approximately 9:05 PM I came to the service center to collect my phone as I was told that it is ready to be collect. After getting my phone back, I was told that the battery pack is still out of stock by their service personal with the name of ANG CHUN SIANG.
    I told him that his colleague assured me that the stock will be arriving by the time my phone is ready to be collect, so how long more do I need to wait for the battery pack to arrive. He then told me that the F-S1 battery pack has run out of stock in Malaysia. I then ask him whether the Blackberry Malaysia distributor of Brightstar Corp bringing in from overseas will. He firmly told me by rising up his voice telling me that IT IS OUT OF STOCK WORLDWIDE, maybe BlackBerry has discontinued this product as it is for an older model phone.
    I say: “My phone is still functioning well, just that the battery is out of order as it doesn’t last at all, I will run out of battery every 2-3 hours after per fully charge, or it will suddenly blackout saying that battery is out where the indicators show that I still have half of the battery. If BlackBerry discontinued the product what should I do with my phone, does it mean I need to change a brand new phone?”
    He replied: “If you want to change your phone, then change all your BlackBerry phone away.” (In a very rude manner and loud volume).
    Although all 4 of my BlackBerry 9810 are still under warranty, I understand that the battery lifespan is not covered under the warranty. Me as a user, ordered 2 new battery pack to replace the existing battery. I am willing to pay RM168 each for the new battery. I am not asking for a replacement or wanting to claim under the warranty for the battery.  But because of BlackBerry and Brighstar Corp failed to provide the battery packfor me, I am told by your BlackBerry Expert Center staff to change away my entire BlackBerry phones that I am having. Bare in mind that my family member are users of 8 BlackBerry phone which includes BlackBerry with 4 BlackBerry Torch 9810, 1 BlackBerry Bold 9780, 1 BlackBerry Bold 9900 and 1 BlackBerry Z10.
    I felt very offended and insulted that after supporting BlackBerry product for so many years, for the first time I have the feeling of looking into other brand of smartphones. Because of the existing battery pack are out of order, I had told to change all my useable phone to brand new smartphones away when I can continue using my phone without facing any issue by just changing the battery pack. By spending a merely RM168 each for the new battery pack then I can continue enjoy using my BlackBerry 9810 smartphones, but unfortunately I was told to spend thousands of money to buy a brand new smartphones. I am very disappointed at the service provided by your authorized BlackBerry Expert Center, as a loyal Blackberry supporter, I guess I know why the sales of BlackBerry has been dropping because their own dealer are chasing their customer away.
    I strongly urge the BlackBerry Malaysia, BlackBerry International and Brightstar Corp look serious into this manner and pay high attention in this issue. Prompt investigation are highly appreciated. You can reach me anytime at [personal information removed]. I am looking forward for reply from any parties that are related and involved directly or indirectly.
    Regards,
    Nigel
    Moderator Note: 
    Edited content to comply with Community Guidelines and Terms and Conditions of Use.

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  • Adobe Customer Service Complaint (CS4 Master Collection)

    Hi, I'm new to the forum but I have been browsing it a lot recently in reference to an ongoing issue of mine. I've largely given up on my original problem right now as I've been in touch with Adobe Customer Support no fewer than five times - online and over the phone - to little avail or respite. Instead, I'm making this post just to get it out in the open how DISGUSTED I am with the quality of customer support offered by Adobe and add to the HOARD of complaints already up here.
    Before anyone jumps in and tells me what I already know, I do realise that this is a community forum and it's not a place for voicing issues with the company. However, seeing as this forum is that which comes up on google most predominantly (complaints included), I figured it was the best shout at getting my issue heard by the world at large. This is especially seeing as I've already sent my complaint to the 'official' adobe support email address, but given my current faith in their ability to respond to customer issues and complaints, I'm not exactly expecting anything useful in response to my letter - as you might figure from what I have written below.
    Anyway, as such, consider this post either a consolidation or an emphatic shoutout to anyone who also has major grievances with Adobe's pathetic and totally unsupportive support system.
    Dear Sandesh,
    I am writing to make a formal complaint about the way in which several members of your staff have handled a case of mine recently. For your reference, the case numbers opened by your staff members are #0212480723, #0212621543 and #0212612935. Also, find attached at the bottom of this letter two separate online conversations that I had with your staff members within 24 hours. I am frustrated to even have to quote you three separate case files seeing as each of them relate to only one case, yet for some reason, your staff members opted to open new cases each time I was in contact with them rather than add to or resolve the cases already opened on my behalf. This is a ridiculous way to run a support company that is not at all focused on the customer at all.
    Furthermore, I say staff “members” simply because on the 5 separate instances that I was in contact with Adobe Customer Support, I spoke to a new support administrator each time. Not only is this incredibly frustrating in itself, but the simple issue that none of your staff members seemed at all capable of referring to notes made by previous staff members, which meant that each and every time I had to chase my case up I was forced to go through the entire process of explaining the problem to every person I spoke to – either online or on the phone.
    This meant that I had to waste time to accommodate your staff’s incompetence by continuously explaining my serial number problems. If only ONE of your staff members had proved capable of writing decent, comprehensive notes about my calls and only ONE of them had proved capable to read the notes made then I would have been to save HOURS of my own time and HOURS waiting to hear back from your team about my issue.
    Not only this, but on three separate occasions I was promised a call back and/or email response to my problems within 24 hours of getting in touch with Adobe Customer Support. This was after two of your staff members told me that my case had been ‘escalated’ to a higher department as they did not have the means to deal with and investigate my problem correctly. Needless to say, none of these responses from the higher department actually occurred otherwise I would not have had to get in touch repeatedly. I am absolutely disgusted that multiple members of your staff made these assurances to me and for NOT A SINGLE ONE of them to follow through. On the second occasion where I was assured my case had been escalated to the higher department, I repeatedly asked the support administrator what the name of the higher department is and who my contact from the department would be and the administrator totally evaded my questions, simply telling me that I would hear back within 24 hours.
    As I’m sure you can guess, I did NOT hear back in 24 hours. As such, I went onto Adobe Live Support again and spoke to Nakul. Rather than explaining why my case had not been handled in the way that was promised, Nakul simply dodged all of my questions and decided to treat my case as if it were brand new. As such, I had to go through the motions again of explaining my serial number problems, only for him to ignore them and – unlike the previous 4 people I had spoken to – decide that he DID, in fact, have the answer. Rather than actually help me, however, he opted to simply tell me that my product was unsupported because of where I bought my product from.
    Having already uploaded my receipt of purchase and not received anything from Adobe by way of response, I feel that Nakul’s not-so-solution was beyond unacceptable. Firstly, because if Nakul is right, then WHY weren’t your other staff members capable of telling me this beforehand? Secondly, because if Nakul is wrong – as the previous members of staff would have led me believe – then it is totally inappropriate for him to have to completely dodged my original issue in favour of simplifying it by telling me he couldn’t do anything. In the end, it seems that Nakul has opted to ‘withdraw’ all of my cases DESPITE MY SPECIFIC, REPEATED REQUESTS THAT HE DID NOT DO SO as I was not at all satisfied in the way he had concluded my case. I AM INFURIATED AND INSULTED BY THIS.
    The sheer inconsistency, incompetence and laziness displayed by all of your staff members in relation to my issue is COMPLETELY APPALLING. I have never been so stressed or insulted in attempting to get a problem resolved in my entire life. Because of your DISGUSTING way of treating your customers, I have LOST OVER A MONTH’S work time through having to compensate entirely for the way your team handles problems. EVEN NOW, MY PROBLEM IS NOT RESOLVED AND I HAVE HAD TO GIVE UP. Given that your team solely deals in customer support, I FAIL to see how they can be so APPALLING at their work and how they have not been reprimanded already – especially given the quite ASTOUNDING volume of complaints about Adobe Customer Support already published throughout the internet.
    I have included my last conversation with Nakul for your reference to see my level of frustration in this conversation. I ask that you read it to see where I am coming from. Naturally, however, by this stage, however reasonable courteous I feel that this is, I completely do not expect you to offer me anything by way of apology or assurance, or even to offer me some kind of sound solution to my problem. However, you can guarantee that I will be adding this complaint letter to the Adobe community forums whatever your response – or not – just to emphasise that it is certainly time that SOMEONE in Adobe does SOMETHING about the way its horrific support service is run.
    Charlotte
    Conversation 1
    Hi, we are currently helping other customers in line ahead of you. We'll be with you as soon as possible.
    While you wait, you can try our community forums where experts are online 24/7.
    You are now chatting with Biswaranjan. To ensure we stay connected throughout our interaction , please don't click on the 'x' in the chat window. Doing so will disconnect our chat session.
    Charlotte : Hello
    Biswaranjan: Hello! Welcome to Adobe Customer Service.
    Biswaranjan: Hi Charlotte.
    Charlotte : Hi, thanks
    Biswaranjan: I am sorry for the delay.
    Charlotte : That's fine. To save some time, please may I ask you to refer to the details currently held for case 212480723
    Charlotte : As this support request is a continuation of this case
    Biswaranjan: I will definitely help with this issue.
    Biswaranjan: Please allow me 2-3 minutes while I check the case number for you.
    Charlotte : No problem
    Biswaranjan: Thank you.
    Charlotte : Not a problem. In short, I am contacting you because in spite of my phoning Adobe Customer Support twice since the case was opened, I have yet to hear anything in response.
    Charlotte : This is despite being told by the second individual that the priority of my case had been upgraded to a high level and that I would receive a phone call from the technical support team within 24-48 hours after they had done some investigation into my issue.
    Charlotte : Obviously, this is very frustrating for me as it is impeding my work presently.
    Charlotte : I am currently using Adobe CS4 Master Collection on a trial basis and the trial will shortly run out, which will obviously bring my work to a halt.
    Charlotte : As such, I am very keen to get an answer to my issue and incredibly disappointed by Adobe Customer Support so far, as I feel like I am being misled or ignored.
    Biswaranjan: I apologize for the inconvenience caused.
    Charlotte : Thank you. Obviously I understand that this is not your fault personally, but it is appreciated nonetheless.
    Charlotte : More importantly, of course, I just need this issue resolved ASAP
    Biswaranjan: I'll be right with you.
    Biswaranjan: Thank you for waiting. One moment please.
    Charlotte : That's fine.
    Biswaranjan: Sorry for the wait. Please do stay online.
    Biswaranjan: Thank you for staying online.
    Biswaranjan: I checked and see that the serial number you have provided is invalid. Since you have purchased the product from eBay.com, in this case I will suggest you to please contact the reseller to get the valid serial number.
    Charlotte : I have done this already. I have already spoken with the seller at considerable length, and he has provided me with the original receipt of purchase and confirmed that he has no other serial number available.
    Charlotte : Again, I have already told other members of Adobe's Customer Support this. The first support administrator assured me that by providing the original receipt of purchase (which I have already done), I would be sent a new, valid serial number by Adobe.
    Charlotte : After hearing nothing from them again, the second support administrator told me that he would chase the case up to higher technicians/'investigators' who would get back to me in 24-48 hours. This was last week and I have yet to hear anything.
    Biswaranjan: I'll be right with you.
    Biswaranjan: Thank you for waiting. One moment please.
    Biswaranjan: Sorry for the wait. Please do stay online.
    Charlotte : That's not a problem. I will stay online.
    Biswaranjan: Thank you for staying online.
    Biswaranjan: In this case I need to escalate the issue to the higher department so that they can assist you with the issue. Is that okay with you?
    Charlotte : It is okay with me, yes. However, I have already been promised this by another Customer Support advisor and I have yet to hear anything. As such, I'm sure you will understand that I am sceptical that this will resolve anything/
    Charlotte : As such, I would appreciate some contact details for this department/higher advisor in the event that I need to get in touch with them
    Biswaranjan: I will assure that you will get the resolution with 24 hours.
    Charlotte : Okay. Regardless, please could you tell me the name of this higher department and or the advisor that I will be dealing with? Also, will I hear from them via phone or email?
    Biswaranjan: Once I escalate the issue you will get the resolution via an email within 24 hours.
    Charlotte : Very well. Please could you confirm this for me by updating my case file on the Adobe Support Centre accordingly with all of these details
    Charlotte : Including your own details, that is
    Charlotte : Just for reference for who I have spoken to about this
    Biswaranjan: You will get a case number for this conversation.
    Charlotte : Will this include all the information I have asked for?
    Biswaranjan: You will also get the whole chat conversation.
    Charlotte : Thank you very much. This is very much appreciated.
    Biswaranjan: You are welcome.
    Biswaranjan: Is there anything else I can help you with?
    Charlotte : In which case, if in the event that I have not heard anything by 10:
    Charlotte : 30am GMT tomorrow, I will phone Adobe Customer support directly
    Charlotte : And quote this case number and conversation
    Charlotte : No, that will be all for today, thank you very much for your help
    Charlotte : I look forward to hearing a response from your higher department
    Biswaranjan: It was pleasure assisting you.
    Biswaranjan: You may receive an email that will contain a link to complete an optional survey to provide your feedback on the support experience. Your feedback is very much appreciated.
    Biswaranjan: Thank you for contacting Adobe.  We are available 7 days a week, 24 hours a day. Goodbye!
    Charlotte : Thank you. Good bye
    This chat session has ended.
    Thank you for contacting Adobe.
    Conversation 2
    info: Hi, we are currently helping other customers in line ahead of you. We'll be with you as soon as possible.
    While you wait, you can try our community forums where experts are online 24/7.
    info: You are now chatting with Nakul. To ensure we stay connected throughout our interaction , please don't click on the 'x' in the chat window. Doing so will disconnect our chat session.
    Nakul: Hello! Welcome to Adobe Customer Service.
    Charlotte : Hello Nakul
    Nakul: Hello Charlotte
    Charlotte : Please may I ask you to refer to the cases numbered stated
    Nakul: Let me check on that case.
    Charlotte : CaseS. Plural.
    Nakul: Thank you for waiting. One moment please.
    Nakul: I'll be right with you.
    Charlotte : Right, well. Whilst you're investigating, I will tell you my situation.
    Charlotte : I am incredibly disappointed and infuriated with Adobe Customer Service at the moment. One TWO SEPARATE OCCASSIONS I have been told that my case has been escalated to a mythical 'higher department' and that I will receive a response to my serial number issues within 24 hours
    Charlotte : As you will see, my first case was opened at the end of February and it is still marked as 'Pending Adobe Response' and as of yet I have yet to hear anything of substance
    Charlotte : I will state clearly right now that I DO NOT WANT YOU TO CLOSE EITHER CASE
    Nakul: I understand. 
    Nakul: May I know where did you purchased the product?
    Charlotte : And instead, I would like to know the exact NAME of this higher department and a contact number
    Charlotte : You would be able to find out by checking the receipt attached to my case
    Charlotte : The point is that I already know you will not be able to help me with this issue - hence why my cases have been escalated by the higher department - and so I wish to be put in touch with the higher department immediately
    Charlotte : I am FED UP of running around in circles at this level and answering the same questions REPEATEDLY
    Charlotte : I apologise to hit out at you personally like this, but I just want to get in touch with someone who can actually and actively HELP ME instead of making empty promises
    Nakul: Sorry for the wait. Please do stay online.
    Nakul: I checked and see that you have purchased the product from eBay and reseller who has sold this has purchased the serial number from TOPPER GLOBAL LIQUIDATORS INTERNATIONAL.
    Charlotte : You are correct
    Nakul: In this case you need to contact Ebay. As this was not direct purchase from authorized reseller.
    Charlotte : This is not what I have been told before
    Charlotte : This includes what I have been told by other Adobe customer support agents on Live Chat and over the phone
    Nakul: No I am sorry, there was little confusion about point of purchase. As you have purchased from Ebay to need to contact Ebay if not the reseller from whom you have purchased.
    Nakul: Iam sorry there are no other options.
    Charlotte : And is the result of the investigation by the 'higher department'
    Charlotte : Because if so, I want to know exactly WHY I have not received this already in writing from a named agent from Adobe
    Charlotte : As this is what I was promised
    Nakul: Yes, that is correct.
    Charlotte : Forgive me if I do not trust the conclusions made by an agent at this level, after I have already been fobbed off and mislead by so many others
    Charlotte : Please tell me WHY I have not received this in writing then before having to contact you again now
    Charlotte : And may I just take the opportunity to point out that Adobe's customer service is without question THE WORST customer service I have ever had the mispleasure of having to endure
    Nakul: I am really sorry, I truly understand your concern. You can send us the email to [email protected].
    Charlotte : I will certainly do that
    Charlotte : In the meantime, I request that you DO NOT CLOSE OR DELETE EITHER OF MY CASES
    Charlotte : As I am firmly dissatisfied and mistrusting to the conclusion that you would have me believe
    Nakul: Okay I will not close the case. You can mention the case number in the email also.
    Charlotte : I have all of my previous conversations with adobe customer service agents in the past in writing, and the information you have given me directly contradicts what I have previously been told about investigations and responses
    Charlotte : Furthermore I would like to point out that the serial number I have used to activate my product has come from an adobe sealed product
    Charlotte : It has not been used before
    Charlotte : And neither has it been fabricated
    Charlotte : The box has an adobe barcode and seal and so I see no reason why Adobe cannot fulfill the promise already made to me that it would provide me with a valid serail number or a valid reason why this cannot be done
    Charlotte Cartner: But regardless, I do not wish to discuss this with someone at this level
    Nakul: I am sorry, as because the purchase was from Ebay we are not able to help in this issue.
    Nakul: We do not support for the Ebay purchase products.
    Charlotte : It's not an ebay product. It's an AUTHENTIC ADOBE PRODUCT
    Charlotte : Adobe generated the serial number, so why on earth can the company not CORRECT IT
    Charlotte : The serial number was ACCEPTED upon my initial activation of the product!
    Charlotte : It was only AFTERWARDS that it was suddenly and magically decided that the serial number wasn't valid!
    Nakul: I'll be right with you.
    Nakul: I am sorry, In this chat itself you have mentioned that you have purchased from Ebay and hence you need to check with the point of purchase itself, there are no other options.
    Charlotte : I have checked the point of purchase
    Charlotte : But the bloody point is that the serial number was ACCEPTED, and then the activation server came back to me TWO DAYS LATER and said that 'LICENSING FOR THIS PRODUCT HAS EXPIRED'
    Charlotte : Accordingly, this problem has LITERALLY NOTHING TO DO WITH THE POINT OF PURCHASE
    Charlotte : It has to do with ADOBE
    Charlotte : Do not try and rub me off onto some phony excuses to legitimise your support teams pure, ridiculous incompetence
    Nakul: I am really sorry. I checked all the possibilities, there are no other options.
    Charlotte : Somehow, I fail to believe this as again it DIRECTLY CONTRADICTS INFORMATION GIVEN TO ME BY OTHER CUSTOMER SUPPORT AGENTS
    Charlotte : So which one should I believe? You or the first guy I spoke to, the second guy I spoke to, or the third?
    Charlotte : Forgive me if I am dubious as to the validity of any claim you are making
    Charlotte : You've taken the easiest conclusion to resolve this problem to your convenience
    Charlotte : And by way of fact, you're totally ignoring what I'm telling you
    Nakul: I am sorry for the wrong information provided by earlier agents. We do not support for the eBay orders as it is not an authorized reseller to Adobe.
    Charlotte : Well, in which case, I insist on complaining about the other agents
    Charlotte : I believe their names and or agent ID numbers should be marked in my case files
    Nakul: Sure, you can send a complaint to [email protected].
    Charlotte : I see no reason why my problem should have to be dragged out by FALSE INFORMATION provided by other agents
    Charlotte : And NO. I want YOU to put me in touch with your departmental supervisor or manager
    Nakul: I truly understand.
    Charlotte : I will NOT ACCEPT a generic email address that bears no promise of a response or certified apology for all this aggrevating inconveneince
    Charlotte : I want a NAME, a JOB TITLE, a PERSONAL EMAIL ADDRESS and a UK phone number for whom I can address this complaint specifically to
    Charlotte : As this is totally unacceptable. #
    Nakul: We have one more email that directly goes to the manager, that is [email protected].
    Charlotte : And what is the managers name?
    Nakul: Sandesh, you can mention his name in the subject.
    Charlotte : I'll mention it in the address line, thank you
    Charlotte : And what is their phone number
    Charlotte : And please may I also have their last/surname?
    Nakul: I am sorry, we do not have the option to provide the contact number of Managers.
    Charlotte : Then at least give me a surname
    Nakul: His first and last name is Sandesh Acharya.
    Charlotte : Thank you. Please inform him that he will be hearing from me very soon.
    Nakul: Sure, I have already informed about this. You can send the email right away.
    Charlotte : Thank you
    Charlotte : That will be all
    Charlotte : No, there is nothing else you can help me with today
    Nakul: You are welcome Charlotte.
    Charlotte : Thank you and good bye. Have a good day.
    Nakul: Take Care Charlotte.
    Nakul: I am really really sorry for this inconvenience.
    Nakul: Thank you for contacting Adobe. We are available 7 days a week, 24 hours a day. Goodbye!
    Charlotte : Good bye

    What ended up happening with this? I am simultaneously glad to know that someone else has gone through what I am in the midst of, and apprehensive to know the outcome as I feel like they will throw you around enough to the point that you either give up or they can cover their trail and delete the evidence of their wrongdoing and deceit! Ha, sounding like a conspiracy theorist. THANKS ADOBE, LOOK WHAT YOU'VE TURNED ME INTO!

  • Fed Up with BT's Complaint Department

    At the end of augest i split from my ex-wife and as the broadband was in my name she had to take out a new contract for the bt infinty, i was told at the time that i would not have to pay the £30 cancelation fee by the advisor "as its not really a cancelation but a name change",  4 times since then i have received a bill and now a dept collection warning, each time i phone and complain or use the online chat service  and get told dont worry about it we can see you have payed the rest of the bill ignore this,  with the issure of the dept collection warning and fees etc I am rapidly coming to the end of my tether, up to now i have always been a happy BT cusomter even goign to far as to get BT infinty put into my new house, 
    I have copy of the chat log from the online complain that can be passed on but i am hoping one of the mods here can give someone somewere a prod in the ass and restore this previoulsly happy BT customers faith in the company
    John McDemott

    SO REFRESHING TO HEAR  OTHERS ARE HAVING THE SAME NIGHTMARE AS MYSELF! 
    Where do I start? To say that my recent and on-going experiences are disgraceful is an understatement. Here’s the list of failing so far;
    * started losing connection over 8 weeks ago, reported fault at least 20 times to some 'crib sheet' reading person based offshore, only to be given meaningless 'sorry's' and told they did not have the expertise to resolve my problem.
    * wrote complaint letter that has yet to be responded to, not holding my breath. Kept calling asking for an engineer to call, apparently those staff members based in foreign climes don’t have permission to do this so you have to keep contacting BT until you are lucky enough to speak to someone from within the UK. This took me 4 weeks.
    * Eventually got agreement for an engineer to call out (this is after 4 weeks of very intermittent connection, Took afternoon off work to meet engineer and guess what? the he didnt turn up. Called back to complain, more 'so sorry's' and new appointment made.
    * Engineer appeared this time, though my problems were over as he replaced my router, home hub and wall socket, Hurrah! But wait, 5 minutes after he left lost connection again.
    * By this time I was losing the will to live and the thought of speaking to another semi-illiterate morom was too much. I found that by emailing my complaint and insisting that someone call me back did away with the torture of having to listen to the four seasons whilst being left on hold for 40 minutes. When they did call back if it was one of the staff based offshore I insisted that I wanted to speak to someone from the UK. Each time I have done this so far, someone from the UK has rung me back, eventually.
    * Since the engineer couldn’t fix my problem the call centre rep felt it was appropriate to send me out a new home hub kit for me to install myself, even though I had been previously quoted that "it was job that could only be carried out by one of our qualified engineers". I installed the hub and within 15 minutes the connection started dropping and has remained so since.
    * New engineer appointment booked for this weekend, but I’m not holding my breath.
    The most infuriating part of all of this is trying to communicate with BT and get any sort of useful response out of them. I no longer call the tech support line as it is a complete waste of time. I have had numerous calls from different departments, none of whom seem to communicate with each other, and all of whom have limited powers to actually do anything of any use. But MOST annoying is the ‘inane’ “so sorry’s you get from staff that has as much empathy as a cardboard box. – I’ll keep you posted.

  • COMPLAINT - Nowhere Else to Post

    Since there is no clear way to sent a complaint letter to Verizon, I'll post it here and see if anything happens.
    Why am I complaining?
    My 2 year contract expired and I called to discuss the recurring problems with pixelization when using On Demand and the weak internet signal that barely reaches the bedrooms in my 2 br apartment.  After a lengthy disucssion with the retention agent, we settled on (a) a new Quantum set top box, and (b) and new quantum rounter.  SInce my 2 year contract was up, I also signed up for a new 12-month commitment with a different bundle and got a $20 discount per month to compensate for the past pixelization and wifi problems.  The total new bill was to be "about $176 + taxes" including the new equipment and I was happy.
    I received the confirmation emails for the subscription changes immediately abd thought it was weird that there were no similar emails for the equpipment.  I decided to wait the 3-5 days to see if it would be delivered, anyway.  Nothing came so I called Verizon today to see if the equipment was event sent.  PROBLEM 1: the equipment was never ordered.
    I told the new service lady that the only reason I called in the first place was to get new equipment, so please send it to me ASAP.  Before she could do that, she had to order it and that would require additional charges to my account,  I asked her what the total would be after the new charges.  PROBLEM 2:  She told me it would be about $185 + taxes.
    A asked her to figure out a way to get me back to the "$176 + taxes" that I was quoted.  PROBLEM 3: After searching for another way to get me back to the original "$176 + taxes" that I was told, the new service lady said all she could do is offer me a 1-time credit of $10 on the next bill.
    Realizing I was pretty much corn-holed on this issue, I said fine but please send me the equipment expedited because during her mandatory scripted equpment order speech, she said that if there is a problem with the equipment that I could get new equipment drop shipped to me overnight.  PROBLEM 4: She could not send me the equipment any faster than the 3-5 businedd days (so the drop ship option is not available when a Verizon PERSON screws up, only when the EQUIPMENT screws up), even though I should have it already today.
    So in a nutshell, the first customer service person I talked to misquoted a price to me, got me to sign up for a 12-month commitment, and forgot to send the equipement...which was the entire reason why I called in the first place.  When I called the fix the problem, the new rep didn't have the power to do anything about it.  That's pretty poor treatement of someone who spends as much as I do on TV and internet service.
    DirecTV is sounding better and better every day, plus I like the Rob Lowe ads.

    Hi JeffShowalter,
    Sorry you are having difficulty. An agent with access to your account will reach out to you directly by email, private message in the Forums and/or the billing telephone number on your Verizon account for more information or to help you resolve your issue. Please remember to check your spam/junk folder if you do not hear from an agent.

  • Intermittant Broadband - POOR complaint handling

    We moved to a rented house in May 2011 and our Broadband only works about 60 - 70% of the time. Despite numerous calls to BT we have given up reporting the issues as it will work after a few down days. After a call a few weeks ago I wrote a complaint letter asking for it to be looked at by a UK Based Manager. Despite inclusion in calls to ensure our account says I work shifts I received a call about my letter yesterday from BT on a Saturday morning, this call was cut off after a few mins and they didnt call back. Then I am woken up at 9am on Sunday morning (today) and told they are putting me through to technical to try and sort the issue. BT seem to have no comprehension of what the actual problem is. I said I wanted to talk to a senior UK Based manager this morning and was told that obviously they didnt want to help me but the team in Deli did want to help. I questioned again that no one in the UK wantaed to help customers and was told I was correct. So despite writing a letter in English, and posting to a UK address to British Telecom, they feel that at no stage of complaint does it warrent someone dealing with it that actually cares. The caller this morning was very quick to hang up when i said I didnt want to continue the conversation as it would go nowhere as usual. before I finished the sentence i got "bye...beeeeeeeeep". At a loss to know what to do now. Any suggestions on who to write to or email or call would be appreciated. All my file notes and copies of complaint letters are now being sent to OFCOM and Watchdag also.
    Cheers.
    Simon.

    Hi Welcome to the forums
    Here are some help pages done by CL Keith http://www.btinternet.com/~cbeddoe/speed/Speed.html
    also post your full hub stats details shown in this link http://www.btinternet.com/~cbeddoe/others/adslstats.html
    Can you also post the full results fromBT Speedtest speedtester.bt.com
    Have you tried connecting to the test socket at the rear of the master socket  
    Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone. if cordless phone you may hear a 'dull hum' which is normal
    This is a customer to customer self help forum the only BT presence here are the forum moderators
    If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’

  • PDF to FlashPaper Issues

    I have a couple of unresolved issues regarding the conversion
    of PDF to FlashPaper:
    1. Search function does not work ! FlashPaper is not able to
    search/find anything in the documents. I have tried many different
    ways of conversion (even printing the Original Indesign file
    directly to FlashPaper printer). Does not work...
    2. External links do not work as well they are no
    clickable...
    3. I have noticed that Adobe does not provide any feedback to
    this discussion group...they are selling FlashPaper, however it
    seems like the product is in it's early development stage ...
    what's up with that?! So many unanswered complaints from people are
    posted here...
    Thanks,
    Ilya Ber
    PHPMadeSimple

    I've had the same issue, under Windows 2000, Word 2000, and
    FlashPaper2.
    Printing out via the
    print driver causes links to be duds. Previews the resulting
    SWF in the FlashPaper application without saving it.
    Converting to .SWF via Word's new "FlashPaper" menu lets them
    work. Previews the resulting SWF in my browser, after saving it.
    Hope this helps someone. Especially the devs.

  • VERIZON ARE A BUNCH OF CRIMINALS

    My complaint letter to Verizon Headquarters says it all:
    I have Verizon FIOS bundle service at my place of residence, which includes TV, phone, and internet.  On September 27 during the night we experienced a power surge.  The Verizon wall unit with the large battery pack started sounding its alarm quite loudly.  It eventually stopped after about 45 minutes.  Several hours later the power came back on and the wall unit began sounding its alarm again.  After a few minutes I finally unplugged the battery, but not the wall unit.  I wasn’t sure what service I had or didn’t have at the time because it was the middle of the night, but I could see that the wifi on my phone was down.  When I got up in the morning, I discovered that FIOS TV, home phone and internet service was all disrupted.
    I called Verizon customer service.  I explained how the alarm was sounding when the battery is plugged in and I had unplugged it because we couldn’t sleep.  (The wall unit is right outside my bedroom and can very much be heard throughout the entire house, very similarly to a smoke detector).  She asked me to try the “silence alarm” button, so I plugged the battery back in and it immediately started alarming again, which could be heard by the representative through the phone.  She understood right away how irritating and loud the sound was.  We tried to silence the alarm, but it would not work.  She did some remote trouble shooting and determined that a new battery needed to be sent out to us.  She explained that it would take 5 to 7 business days because the battery needed to be shipped by ground.  I asked the representative if unplugging the battery in the meantime meant that we would not have access to our Verizon FIOS TV, phone, and internet.  She said, “Unfortunately not”.  But then she explained that once I get the battery and install it, that I should call Verizon back and see to it that I am credited for each day I am without Verizon services.  I told her I would do that.  As of that morning of September 27, 2013 we had no legitimate access to our TV, internet, or home phone.  In addition, we utilize a service booster through our cell phone provider that operates on our home wifi network.  That was ALSO down because we did not have any wifi service through Verizon, therefore even our cell phone usage was extremely restricted as a result of this Verizon outage.
    When I left for work that day, September 27, I left the Verizon wall unit plugged into the outlet, but I left the battery unplugged.  The alarm sounding off was absolutely unbearable.  I let everyone know that the internet, TV, and home phone would not be working until we were able to get our new battery.  When I got home from work the alarm was sounding at a constant incessant rate.  I hurried back there and quickly unplugged the Verizon wall unit and it stopped.  My whole family had to listen to that alarm the entire day because they had no idea what to do.  They thought I had taken care of it, and this was something we had to live with!! 
    The battery arrived on the afternoon of October 8, 2013.  We had been so anxiously awaiting its arrival since it had now been 12 days since we were able to watch TV or use wifi.  I plugged the battery in and everything came back on!  We were very excited to have all of our services back for us to use.  We started watching TV and getting our wifi devices connected.  Suddenly at 9:30 p.m. that night, the alarm started sounding off again!!  We were all in bed and it jolted us all back awake again!  I ran out to the wall unit and spent 30 minutes trying to figure out why this alarm was going off again!  I tried the silence button, but it didn’t work.  I tried plugging the wall unit into different outlets, that didn’t work.  I tried uninstalling and reinstalling the battery.  Nothing.  I finally called Verizon again around 10 p.m. with the alarm chiming in the background, the representative could understand my frustration.  She arranged for a service technician to come out to the house to take a look at it on the morning of October 10.
    The service technician came and replaced the entire Verizon wall unit for us.  We were finally legitimately connected without that horrendous alarm!   The representative did a great job and was brought our service back to us very quickly and efficiently.  After 13 days without TV and internet, (not to mention limited cellular service because of our service provider’s device) we were very excited to have everything back again and for good this time.
    I decided to take the advice of the very first representative I spoke to and called Verizon on October 11 to verify that I would be credited for the days we were without service.  Since I was going to be billed for the battery, it would have helped offset that cost for us.  However, when I contacted Verizon, I was completely taken aback by the fact that VERIZON REFUSED TO CREDIT ME THE 13 DAYS I WAS WITHOUT VERIZON FIOS TV, INTERNET, AND HOME PHONE!!!!!  I WAS GIVEN A BARRAGE OF REASONS WHY I WAS NOT GOING TO BE CREDITED FOR THOSE DAYS.   FIRST, I WAS TOLD THAT THE WAY MY TROUBLE TICKET WAS WRITTEN, IT DID NOT INDICATE THAT I SAID MY SERVICE WAS “DOWN” BUT RATHER MY BATTERY NEEDED TO BE REPLACED.  I WAS TOLD THAT MY SERVICE WAS NOT “AFFECTED” BY THE BATTERY, THAT THERE WAS NO INTERRUPTION OF MY SERVICE AND I WOULD NOT BE ELIGIBLE FOR A CREDIT.  I EXPLAINED THAT I WAS WITHOUT ACCESS TO VERIZON FIOS SERVICES FOR 13 DAYS!!  I WAS TOLD THAT ACCORDING TO MY TROUBLE TICKET, MY SERVICE WASN’T DOWN, THAT A BATTERY REPLACEMENT DOESN’T AFFECT MY SERVICES AND I WASN’T GOING TO BE CREDITED!!  I BEGAN TO GET IRATE ON THE PHONE BECAUSE I AM TELLING THIS REPRESENTATIVE THAT I HAD NO SERVICE AND SHE IS TELLING ME THAT I DID!!!  I COULD NOT BELIEVE WHAT I WAS HEARING.  SHE OFFERED TO GET ME A SUPERVISOR, BUT AT THIS POINT I WAS SO UPSET, I NEEDED TO HANG UP AND MAYBE TRY AGAIN LATER.
    THE NEXT DAY I CALLED VERIZON AGAIN.  I GOT THE SAME STORY, BUT THIS TIME WITH AN OFFICAL DENIAL FROM SUPERVISORS TO NOT CREDIT MY ACCOUNT FOR THE DAYS THAT I WAS WITHOUT SERVICE.  I TRIED TO EXPLAIN THAT I ABSOLUTELY DID NOT AND COULD NOT USE ANY OF MY VERIZON SERVICES BECAUSE OF THIS ISSUE WITH THE BATTERY, BUT THE REPRESENTATIVE KEPT INSISITING THAT WASN’T TRUE!!  THIS TIME I WAS TOLD THAT THE FIRST PERSON WHO TOOK MY TROUBLE TICKET AND ORDERED THE NEW BATTERY WAS ERRONEOUS IN DIAGONSING WHAT I NEEDED AND THAT A SERVICE TECHNICIAN SHOULD HAVE BEEN DISPATCHED TO MY HOME THE FOLLOWING DAY TO FIX MY PROBLEM.  I WAS TOLD THAT I SHOULD NOT HAVE HAD A NEW BATTERY SENT AND I DIDN’T NEED TO WAIT ALL THESE DAYS FOR A NEW ONE TO COME!  THEY TOLD ME THAT BY UNPLUGGING THE BATTERY DOESN’T AFFECT WHETHER OR NOT I CAN USE MY TV, PHONE OR INTERNET.  THEY TOLD ME THAT ALL OF THOSE THINGS WERE STILL WORKING.  I REPEATEDLY, OVER AND OVER AGAIN THAT I ABSOLUTELY COULD NOT USE ANY OF MY SERVICES!!  EVEN WHEN THE OLD BATTERY WAS PLUGGED IN AND CHIMING ITS ALARM MY SERVICES WERE NOT WORKING!  BELIEVE ME, WE TRIED!  WE WERE WILLING TO PUT UP WITH THE ALARM DURING THE DAY IF IT MEANT WE DIDN’T HAVE TO SEEK OUT PUBLIC WIFI.  I WOULD HAVE FOUND A WAY TO ATTEMPT TO MUFFLE THE SOUND FOR THOSE 13 DAYS IF THAT MEANT WE COULD AT LEAST USE OUR SERVICES UNTIL THE NEW BATTERY CAME!  I INSISTED TO THEM, AS I AM INSITING TO YOU NOW THAT I DID NOT HAVE ANY KIND OF ACCESS TO VERIZON TV, INTERNET, OR PHONE FROM SEPTEMBER 27 THROUGH OCTOBER 10.  REGARDLESS OF THE REASONS WHY I DIDN’T HAVE SERVICE, WHETHER IT WAS THE BATTERY, THE WALL UNIT, THE ALARM SOUNDING, THE ERRORS IN THE INITIAL TROUBLESHOOTING, I WAS NOT ABLE TO ACCESS AND UTILIZE THE SERVICES I PAY FOR THROUGH VERIZON. 
    I tried calling again a third time just to make sure I wasn’t losing my mind.  I had been in complete disbelief over what Verizon is doing to us!  Maybe I am being nitpicky and trivial over this whole thing.  Maybe one might think we are acting pretentious and spoiled because we couldn’t watch TV or use the internet.  But you know what?  We lived with it.  We made due.  We understand that these things happen.  When I asked the representative on the phone the first time I called regarding the power outage and the alarm sounding about whether or not we would be able to use Verizon services, she was very sympathetic and explained that I would not be able to until the battery arrived and I installed it.  I accepted that because, like I said – these things happen!  But for Verizon to have to audacity to refuse to credit us for the days we couldn’t use our services is incomprehensible.  I was in such shock and disbelief with all three of the representatives on the phone the days following the service technician’s visit, I could no longer be on the phone with these condescending phone representatives that could only tell me there was nothing they could do or sorry for the inconvenience or you’ve already been denied by our supervisors or let me put you on hold so we can deny you some more.  I had enough of hold on for more ridiculous nonsense from these phone people.
    I am upset with Verizon for so many reasons and on so many levels.  This is where we, as normal everyday customers get screwed over by big companies like Verizon.  Verizon has bullied me out of 13 days of services I have to pay for and REFUSES, REFUSES, REFUSES to take what I am saying into consideration.  And I’m simply not going to accept that.
    Verizon has in no uncertain terms deemed me a misguided customer and a liar.  I was told my service wasn’t down.  I’m telling Verizon I had no access to my services for almost two weeks.  Verizon tells me “that’s not what your service ticket says.”  And I’m yelling into the phone, “BUT I AM TELLING YOU THAT I DID NOT HAVE ACCESS TO MY SERVICES.”  And all I get back from Verizon is a resounding denial because there was never any outage of my service.  I’m telling Verizon but it was.  Verizon’s telling me that it wasn’t.  So the customer is a liar.  And the customer is wrong.  And Verizon, a company ranked 15th on the Fortune 500, a company worth over $130 billion dollars can’t credit one customer?  A customer who has been on this same phone line for nearly 40 years long before Verizon ever came around?  These people on the phone, these Verizon phone representatives and they’re supervisors behave like I am asking them for money out of their pockets!  When all I am asking for is to be credited for something I am being charged for that I DID NOT RECEIVE!!!!!  I DON’T KNOW HOW MUCH MORE CLEAR I NEED TO BE WITH VERIZON WHEN I SAY I DID NOT GET MY SERVICES THOSE DAYS.  I COULD NOT ACCESS MY SERVICES.  I COULD NOT USE MY INTERNET.  THE HOME PHONE DID NOT RING.  THE TV CABLE BOX WOULD NOT SHOW ANYTHING BUT THE ERROR MESSAGE SCREEN, THAT THERE THEY DETECTED A PROBLEM WITH MY SIGNAL!!  I TOLD VERIZON REPS OVER AND OVER AND OVER AGAIN BUT THEY REFUSED TO LISTEN TO WHAT I WAS SAYING.
    I am upset with Verizon because the very first representative I spoke to on September 27 told me I wouldn’t be able to use my services, a condition I accepted.  A representative I spoke to on October 11 told me that person was wrong!!!!!  Okay, fine then why are you refusing to credit me???  Verizon tells me because my service was never disrupted.  And I’m telling you IT WAS!!!  The first representative not only acknowledged that it would be in our first conversation, she even went so far as to suggest that I call and CONFIRM THAT I AM CREDITED FOR LOSS OF SERVICES WHILE I’M WAITING FOR THE BATTERY TO ARRIVE!!!!!  VERIZON TOLD ME THAT!!  THIS WASN’T EVEN MY IDEA, IT WAS VERIZON’S!!!!!  I MIGHT NOT HAVE EVEN TRIED TO CALL FOR A CREDIT IF IT HADN’T BEEN SUGGESTED IN THE FIRST PLACE!!!!! 
    I am upset with Verizon because of the way I was treated on the phone.  The giddiness and pleasure that exuded from the phone representatives in issuing me denial and it was stomach churning.  When I called and my account was pulled up, they were at the ready with the denials and we’re sorry for the inconvenience.  Well, yes, it is inconvenient for our family to be forced into paying for something we didn’t receive.  It’s criminal and Verizon is the thief.
    UNFORTUNATELY I’M BEING HELD HOSTAGE BY VERIZON THROUGH A CONTRACT THAT DOESN’T EXPIRE UNTIL 2015!!!  THERE IS NOTHING MORE I WOULD LOVE TO DO RIGHT NOW IS RIP ALL OF VERIZON’S EQUIPMENT OUT OF THIS HOUSE AND THROW IT IN THE GARBAGE, BUT I CAN’T.  WE ARE WORKING PEOPLE AND WE WORK HARD FOR WHAT WE HAVE.  HAVING VERIZON TV AND INTERNET IS A GUILTY PLEASURE, BUT WE WORK HARD TO HAVE THOSE THINGS WE ALL GET HOME IN THE EVENINGS.  I REFUSE TO PAY ANY MORE THAN I AM OBLIGATED TO AND I REFUSE TO PAY ANY KIND OF EARLY TERMINATION FEES.  I WILL NOT BE GIVING VERIZON ANY EXTRA MONEY FOR THEM TO POCKET BECAUSE I’M ANGRY OR EMOTIONAL.  I MIGHT HAVE TO PAY THIS BILL RIGHT NOW, AS VERIZON IS HARDLY WORTH RUINING ANYONE’S CREDIT OVER, BUT I WILL FIGHT VERIZON FOR WHAT IS DUE TO ME - 13 DAYS OF NON-SERVICE I AM BEING FORCED TO PAY FOR.  WE PAY $168.00 A MONTH.  THAT AMOUNTS TO $5.60 A DAY IN A 30 DAY MONTH, WHICH COMES TO A TOTAL OF $72.80 THAT I WILL BE OWED BY VERIZON COME MY NEXT BILLING CYCLE FOR DAYS I WAS WITHOUT VERIZON FIOS SERVICE. 
    BECAUSE I WAS TOLD BY ONE OF THE PHONE REPRESENTATIVES THAT I SPOKE TO AFTER THE SERVICE TECHNICIAN CAME AND INSTALLED A NEW WALL UNIT THAT I DID NOT NEED A NEW BATTERY, THAT I SHOULD NOT HAVE BEEN SHIPPED ON, AND THAT A SERVICE TECH SHOULD HAVE BEEN SENT OUT IMMEDIATELY, I ALSO EXPECT TO BE CREDITED $43 FOR THE BATTERY I WAS CHARGED FOR AS WELL.  I WAS ABSOLUTELY WILLING TO PAY FOR THE BATTERY, BUT AFTER I WAS TOLD THAT NOT ONLY DID I NOT NEED THE BATTERY, BUT I AM NOT BEING CREDITED FOR 13 DAYS I WAS WITH OUT SERVICE, I AM UNWILLING TO PAY FOR THE BATTERY AS WELL.  THAT BRINGS THE TOTAL I AM OWED $115.80.  FOR FUTURE REFERENCE, YOU MAY CONSIDER THIS A LETTER OF DEMAND OF PAYMENT TO ME FOR THIS AMOUNT I AM OWED.
    I might have to pay this bill right now, but I intend to get my money back one way or another.  I may be stuck with Verizon for now, but I will no longer be a Verizon customer after my contract expires.  I will be reporting Verizon to the Better Business Bureau and anyone who will listen what an atrocious company Verizon is when it comes to customer service.  Verizon are no better than the common criminal and I intend to see to it that my family and I are not robbed by you.

    That is a horrible story.  It is also a weird story. Our battery actually did die, but there was no alarm. But, since we have to have internet as we both do work from home every day, I asked them to send someone out the next day. This is the 21st century and when Verizon gives me that "someone cannot get out for a day or two" I do not accept it and just keep escalating until I can get someone who knows what is going on and can actually do something about it. They came out the next day and switched out the battery (which we were not charged for). 
    But I too believe Verizon has horrible customer service, as every person you talk to tells you something different.  They quote you a price and then the bill is totally different and it is a mess to straighten it out. I also hate the way they give new customers fabulous deals, but if you have been with them for years, you have to pay outrageous prices for the same services.  I find their promotions similar to bait and switch. They always ask me if I want to get their wireless cell service also--are they kidding? AT&T has been a wonderful cell provider. Great customer service and they do reward customer loyalty.  Brighthouse had its issues but would always give long time customers the same promotions as new customers no matter how long you were with them.
    Verizon is just too big, disorganized and possibly mismanaged.  I have also read recently that Verizon makes billions in profits and pays zero in federal income tax.  Probably because they do not hire very good customer service reps, give them little training and then charge customers outrageous prices. Another trick is that when your contract is up the cost increases, and if you want to lower your cost, you have to sign another 2-year contract.  Then all of your promotional rates expire after a year and the cost goes right back to where it jumped before you signed a new contract.  Some day, these providers will find themselves irrelevant as channels start streaming more.  Also the "packages" you are forced to take to get the few channels you want is also ridiculous.  We don't even watch sports, but I have to pay for a package loaded with them just to get the channels we do want.  I probably watch a third of the channels we have.  When channels can be ordered a la carte, it will be fair.  Until then they are acting like the insurance companies and hospitals forcing some to pay for what others want.
    Every time you sign a contract they give you some discounts as incentive.  Unfortunately they do not make it onto the actual bill.  Then you spend the next 4 months spending hours straightening out your bill.  Verizon is so enamored of their fiber optics, they don't get that the actual customers are unhappy.  Can't wait till the contract is up--and I may not wait til then.

  • Help! Has anyone else had this? Re: caller ID Issu...

    Dear all,
    I would understand if you didn't have the time to read my extensive notes below so the short version is the following (if you wanted a good laugh at my expense and a diatribe on the perils of switching ISP then do read it).
    My caller ID doesn't work.
    Having switched to BT on February 10th it is now two months and my caller ID still doesn't work.
    I have called and reported it several times. I have gone through all the line testing. I have plugged my phone into the master socket. I have dialed #234# and it says it's active. I have even bought a new BT phone and tried that.
    BT can see no fault on the line. It says caller ID is active. But no caller ID's appear on either of my phones when someone calls in. It just says 'incoming call'. I am convinced it is not the phones. There is no menu option to activate caller ID on the phones. They're gooid quality phones and are supposed to automatically work 'if caller ID is active on the line'.
    I am about to call BT again and ask for an engineer visit. But on their last email to me it said "Please note: we'll provide a working service up to and including the main socket in your house. If your problem isn't with your BT service, you might need to pay a £130.00 repair charge. So it's worth checking your own equipment before the visit and cancelling the visit if you fix things."
    Before I risk the £130 charge, has anyone else experienced this kind of fault with caller ID?
    My extensive notes on my user experience switching from Virgin to BT
    Finally decided to get Infinity end of Jan and phoned up Virgin on 21st January to request a MAC code and see what penalty fee I would have to pay for cancelling early. Guy was very helpful, gave me the code and said I would have to pay £44 penalty. Incidentally he also warned me to phone up Virgin after the switch had taken place to ensure everything really had been cancelled.
    I subsequently received several emails from Virgin. One was the Mac code – great! Two were duplicated ‘disconnection of phone’ emails. There was no mention of disconnecting the broadband. Which was odd but who am I to guess how this works?
    I rang BT and set everything up to be switched over on Tuesday 7th February, which coincidentally was the time when I was using up the last of my annual leave. Engineer appointment was arranged. All seemingly went smooth as! Great!
    I subsequently received several emails from BT as well, confirming all the arrangements – great!
    Home hub scheduled to be delivered on Friday 3rd Feb to be ready for engineer on Tuesday 7th. I had arranged for the hub to be delivered to my work address. It did not arrive and this was the first black mark against BT. There was an attempted delivery to my home address and we weren’t in…we were at work…hence why I’d asked for it to be delivered there. Hence I had to go to the local sorting office on Saturday 4th Feb to collect it in person. No worries I thought…BT Infinity would be worth it!
    So I am enjoying my annual leave and on Monday 6th Feb I get an email and text message to say sorry there is a delay – we will contact you Wednesday 8th Feb to reschedule the engineer visit. WHAT!!!!!? I am on the phone urgently asking what has happened? Will this affect my connection currently? I am told not to worry and they will get back to me early on 8th Feb. Represents second black mark against BT. Don’t make appointments 2 weeks in advance and then cancel the day before. It does not make for happy new customers. But I am too far into the process now and have no power to intervene. So I wait.
    Tuesday 7th arrives. No engineer and no Infinity. Virgin send me an email saying my phone is now cancelled and disconnected…still no mention of cancelled broadband like you would expect.
    Wednesday 8th Feb. I receive a text and email from BT to say my new engineer visit is 20th Feb. WHAT!!!!!? That is unacceptable when I have taken my last bit of annual leave to be off for the original scheduled visit. I can’t take off more time 12 days later. I phone up and communicate this to BT. Helpful guy says he’ll try and arrange something else and thank god that afternoon he comes through for me and I have the engineer coming, finally, on Friday 10th Feb.
    Get emails from BT on 10th and 14th Feb saying broadband is now active and order is complete respectively. No mention of phone which is weird but it still works so what the hell.
    On Friday 17th Feb I get an advanced DD notice from Virgin. I am expecting this to be the final bill including the £44 penalty fee. It says they’re taking £30.35 beginning of March. Er….what? I phone them to have the bill deciphered. At the same time I wish to check that I am all cancelled with them. I find out that the phone is cancelled but the Broadband hasn’t been. Honestly I can’t believe this. I demand to know why this is when I’ve been using Infinity for the last week. They blame BT and say BT used the MAC code incorrectly. I immediately cancel it as they confirm I’m still paying for Virgin Broadband. Two advisors are unable to explain the bill to me. I am finally put through to what I presume is the finance section and I speak to ‘Joanne’. She seems to have a brain and is helpful. I need to know how much I need to pay to settle everything, including any penalty fees. I really want rid of Virgin. Joanne tells me that all I owe is £6.96. I query this as that makes even less sense than the first bill. She says that is all that is outstanding on my account. I presume my cancellation has gone through on their system and that is all I owe. I am not going to argue anymore. I pay the £6.96 (payment reference 020835) there and then and I ask Joanne can I now delete the direct debit from my bills account? I know how these things will go and I do not want Virgin taking money from my bills account without explaining anything. Joanne agrees that I can delete the direct debit as I have no outstanding amount on my account. Ok then…I delete the direct debit. As of 02/03/2012 as I write this I have not heard anything more from Virgin.
    Back to BT. Having got off the phone from Virgin I bite the bullet and decide to phone BT as well because a) there is no 1571 service on my phone b) there is no caller ID and c) I can’t login to their swanky online system – laughably it says my username, which they have repeatedly sent me in their emails for three weeks, is not recognised. I get through to an Indian call centre and explain these three issues. They are quite helpful and I can mostly understand what they’re saying. The guy says they will activate both phone services immediately – I can’t be bothered to ask why they weren’t already active? He has to transfer me to someone else for the online thing. He transfers me and to cut a long story and lots of waiting with god awful standby music – they can’t sort it out that day as there is some inexplicable software issue and can I call back another time. Ok I’ll let them off – just make sure my phone service is fully operational.
    I subsequently get two emails from BT telling me the 1571 and caller ID will be active by 20th Feb in 3 days time.
    Note that date of 20th Feb. That was the date that was referred to when they’d cancelled my 7th Feb original engineer visit. I have a strong feeling that all this is due to them changing that original engineer visit.
    Note as of 02/03/2012 caller ID doesn’t work on my phone and I am still unable to login to online BT. They did activate 1571 though. I suppose I should be grateful.
    It is now 24/03/2012. I have spent the time putting up with no caller ID. I have just realised today I had to register with MyBT on the website which I have now done, but I’m still not sure if this is correct given that they sent me a username and password previously which didn’t work when I tried to login. Anyway I have set it up but still can’t view my bill. Perhaps that will clear. I did buy a BT phone, yet another **bleep** phone, 4th in two years, in the hope that it would miraculously fix my phone fault caller ID but to no avail. It still doesn’t work. I have just phoned BT India again and done all the steps over the phone with the guy, who can’t see a fault on the line when he’s tested it. He has handed it over to the engineers with a promise that it will be fixed by 29th. I won’t hold my breath. If it isn’t fixed it will be a matter of a huge complaint letter. Update: on the evening of the 24th I received a text and email to say it had been fixed. But it hasn’t. It still doesn’t work. Oh BT how you play with my nerdy heart promising simple things and utterly failing to deliver!
    01/04/2012: PhoningIndiaabout the caller ID again. Its April Fools I have to try for a third time don’t I? Right so the lady I spoke to didn’t make me go through all the checks from her script, which I appreciated. To be honest I didn’t give her a chance – I began the call and didn’t stop talking and said:
    I didn’t want to dial the #234# thing
    I didn’t want to try another phone
    I didn’t want to do a line test
    I couldn’t see any alternative other than an engineer visit
    She went off to speak to her supervisor and said she’d call me back. Amusingly, while I was waiting for her to call back I received a call from BT India asking me to rate the efficiency and politeness of the woman I just spoke to. I refused to do this pending the outcome of my problem. Come on BT don’t ask me to give positive feedback when this problem has been going on for two months. Anyway the original lady called me back finally and said her supervisor was escalating the problem to 2nd tier support and they would have it fixed in three days and she would again call me back to make sure everything was ok. I am not holding my breath and there was no mention of arranging an engineer visit. We shall see what transpires.
    It is now 10/04/2012. I have never received the call back. I did receive a text and an email to say my fault had been fixed. But of course it hasn’t been fixed. Amusingly, at the bottom of the last email there was this statement – “Please note: we'll provide a working service up to and including the main socket in your house. If your problem isn't with your BT service, you might need to pay a £130.00 repair charge. So it's worth checking your own equipment before the visit and cancelling the visit if you fix things”. So it’s my fault? Before I call back again I am going to post on the BT help forums and see if anyone else has had this problem. 

    Hi AP_In_Surbiton,
    I am really sorry that you have had so much trouble getting your Caller ID up and going.  I'll be happy to help you out with this and get it working for you.
    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
    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 :-)”
    td-p/30">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’.

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