Very disappointed with the lack of Customer service

I have been a verizon wireless customer for 15+ years, and have never been more disappointed. Does anyone else notice that it seems like you are dealing with 2 different companies - and they don't play well together? I 'chatted' oniline with a VZW rep - and was advised that if I upgraded my husband to a smartphone - our monthly bill would go down 6.00. I ordered the phone - she told me that I could either wait until I activate to change my plan - or call customer service to do so. I called. Quote #2 - totally different - going up 22.00. I advised we did not want to do that - our bill is already over 200 per month. Chatted the next day - quote #3 - up 30.00. The kicker was when we went to the store tonight. The gentleman basically said if we deal with online - don't bother them. Don't they both work for VZW? His customer service was a little more than lacking. I am considering switching to another carrier - even though I have 3 other phones that are under contract. I don't want to worry every time I need customer service - which one of them will help. Anyone suggest another carrier??

I totally agree -- HORRIBLE customer service experiences recently. What happened?
I have a been a VZW customer for years and have always appreciated the excellent service. Recently, I called to add my ipad to my shared data plan and waited 30 minutes with no resolution (see image below). After refusing to wait longer, I the agent offered to call me back with instructions after the change had been made. He did call back, which I appreciate, however 30 minutes to add additional services is unacceptable.
I've also tried reaching customer service several times this week for account questions and immediately receive the message "we are experiencing heavier than normal call volumes and wait times". After waiting 5-10 minutes each time I have given up.
VZW had better get their act together. If I wanted bad service I'd switch to Sprint and save at least 25% each month.

Similar Messages

Digusted with the lack of Customer Service and Complete disregard for Inconveniences

Its a shame I have to come here in order for my voice to be heard. I have spent many hours on the phone with technical support and customer service and it has been to no avail. As a longstanding verizon wireless customer I assumed the high level of customer service experienced there would be translated when I decided to pay MORE money and switch from DirectTV to Verizon FIOS. The last few days have proven me wrong as I still remain without internet, tv, or phone service due to a technical issue beyond my fault. I spent an hour on the phone yesterday only to find out a technician would need to be scheduled and sent to my home today. Working in sales, I have reports I must complete each day requiring use of a WIFI connection so this was already becoming an inconvenience on top of the fact I had to be available between 8-12 and miss a half day of work. Not only did the technician never show up but lied in the notes and stated he/she made an attempt to reach me by phone. My call log shows no incoming phone calls during anytime between 8-12 today. When I called tech support to check on the status of when they would be getting someone back out they informed me I would have to wait until tomorrow afternoon before someone could come out. I expressed my extreme displeasure with having to miss more time from work (which is additional money lost) and inconvienece as I would have to move my day around to find a place with free WIFI after work hours to complete my reports. Traffic in DC is not friendly and this has completely turned me off. Veriozn FIOS is unreliable and the level of service I have received to date has been sub par to put it politely. Offering me 2 pro-rated days back on my service doesn't even begin to compensate for the missed time out of work nor the gas and inconvience of running to the nearest free WIFI so I am able to do work required of me. I decided to switch to FIOS because of the verizon name assuming the quality of the product and level of service would be one I could depend on. This has been the farthest thing from what has taken place. I now have another appointment tomorrow and quite unsure if anything at all will happen. I need some somebody from corporate to receive this message as it took me forever to find this forum to express myself and try to come to some resolve to make things right in this situation. None of your customer service reps possessed any information on how to contact corporate and due to my experience I can see why. You all would likely have to hire full time stafff to accomodate the level of complaints coming in. Pending how this situation is resolved, I may or may not take my story to social media and as many review and blog sites as possible. Verizon FIOS has ruined my day and I hope that someone will care enough to make this situation right.

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you.
Please go to your profile page for the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.
Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions.
To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".
Please keep all correspondence regarding your issue in the private support portal.

Very Disappointing With BT Lack Of Support !!!

Hello Everyone
I would like to know how long a reported line fault takes BT to send out an engineer? As at the present time i have no dialling tone on my phone line to which i have now been unable to use my phone for over 14 days. As my phone connection is not working properly this is also restricting my broadband (ADSL 2 Up To 24mb ) Connection down to just 23kb/s which it now struggles to load most webpages. This is the third time i have had my phone line go dead in the last 24 months but have never waited this long for an engineer to come out !! I'm very disappointed with BT Lack Of Customer Support !! And i have already contacted your support team through your online email service as i'm unable to make any phone calls (Including 999 Emergency Calls If Needed) due to the problem. And so far nothing has been done by BT to solve this problem !!

Thank you for your reply. My connection is so bad i'm unable to get the webpage of your link to load so i cannot use the page to submit the problem !! It has taken me a number of days just to get this page to load & i supposed to be on super fast ADSL 2 this is a joke i'm not even getting the old 56k dial up speed !! My phone has today just reconnected it'self with a dialing tone It is now extremely crackly you can bearly hear the person that calls which states BT has done nothing to fix the fault again I have already contacted them 3 times already I will try phoning them again tomorrow & this will be there last chance before i either close the account & go with a mobile phone service package or transfer my BT account to a different phone provider to see if someone else out there in the UK can actually send out an engineer to fix the fault !! I have never recieved such poor service ever before so if i have no choice but to leave BT then i will NEVER return in the future !!

Appalled by the lack of customer service - NEW PHONE is DEFECTIVE

I was leaving for California at the end of July and needed a battery for my Galaxy Note 2. There were none to be found. Verizon agreed to allow me early upgrade to the Galaxy Note 3. After daily phone conversations with customer service, I finally got my phone 4 days after it was to be shipped next day air. I had to pay $75 California tax and a $15 next day fee. I live in Massachusetts and although we are known as "Taxachusetts" - it would not have been that much if sent to my home. Needless to say, I get the phone and it is unable to hold a charge (not being used) for more than 8 hours. I called customer service at least 10 times for a matter of at least 8 hours and have no resolution. I cannot get a new phone because I am beyond the 2 week deadline - "Really?" at that point I had the phone for 3 1/2 weeks. I have a phone bill sitting on my table for $418.00 (to include equipment) - I will not pay for this phone until they send me a new one. I do not think that is unreasonable, yet, each of the 10 customer service and supervisors I spoke with told me that is not possible - no one could do that for me...Look, all I want is a phone that works and VERIZON WILL NOT ASSIST ME WITH THIS SITUATION!!! I have been a customer for a long time and am absolutely appalled by the lack of customer service!!! I am asking those on here for help. What carrier should I move to? Evidently Verizon does not need my service - and I am happy to share with my "Friends and Family" what a deceptive company this is. So what do you all suggest?

It's as my original messages states. After taking the iPhone5 to a verizon store and being told is was a known defect with the screen, we sent the phone back and received a refurbished phone. After weeks, we were sent an email with a picture imbedded that would not display. It stated the phone had internal damage. We certainly would not have returned the phone had we not been instructed to do so by Verizon or if it was damaged. We requested to send the refurbished IPhone back - we would have rather paid for a brand new phone than $300 for a refurbished one. We were told we could not. Beyond this - the support was unreal. The first person we spoke stated there was zero record of our original call to support to return the phone although our detailed calling bill showed a 35 min call. Three calls later and no one was able to show us the damange, prove it was our phone, etc. I'm not convinced this isnt some sham to get more money to be honest. We've been with you for 10 years. I do not want to pay for a refurbished phone especially when a verizon tech instructed us to send the original back due to a defect.
      From: Verizon Wireless Customer Support <[email protected]>
To: flash sam <[email protected]>
Sent: Tuesday, October 28, 2014 4:16 PM
Subject: - Appalled by the lack of customer service - NEW PHONE is DEFECTIVE
#yiv7047612359 img
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A message from the Verizon Wireless Community
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Appalled by the lack of customer service - NEW PHONE is DEFECTIVE
created by Verizon Wireless Customer Support in Verizon Wireless Services - View the full discussion             There's no need to consider canceling service with us flashsam. This is certainly not the wireless experience we want you to have! Let's take a look and see what options are available and keep you as a happy wireless customer. If you can send us a private message then we can look into this.
Thank you…
ArnettH_VZW
Follow us on Twitter @VZWSupport    Reply to this message by replying to this email -or- go to the message on Verizon Wireless Community Start a new discussion in Verizon Wireless Services by email or at Verizon Wireless Community
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Please, the battery of my mac air does not last more than two hours, it's been over 30 days I sent for technical assistance and nothing! I am very disappointed with the mac air, I had a very different expectation of apples products!!

Please, the battery of my mac air does not last more than two hours, it's been over 30 days I sent for technical assistance and nothing! I am very disappointed with the mac air, I had a very different expectation of apples products!!!

Maybe the problem is not your MB Air......
Try these:
Make sure bluetooth is turned off if you're not using it.
Set your screen brightness to 4 bars.
See what's loading in your login items. Delete the ones you don't need.
Open Activity Monitor - under All Processes see what's using most of your CPU's resources.
Highlight the ones with the highest %CPU and hit quit process.
Remember that when Apple says that your battery should last 7 hours, they tested it just browsing the web and not have anything open in the background and screen is set at 50% brightness.

After installing iOS6, my Maps are not working at all, anything i search it says "result not found" even after placing a pin and selecting "Direction to here" i get the same result not found. Very disappointed with the new iOS

After installing iOS6, my Maps are not working at all, anything i search it says "result not found" even after placing a pin and selecting "Direction to here" i get the same result not found. Very disappointed with the new iOS.

Have you run it in a debugger? That will show you exactly what is happening and why.

Bt Infinity and the Lack of Customer Service

Hi all,
I have been sitting patiently waiting for my area to become connected to BT Infinity. According to the map on the BT products and services site, this should have happened on 31st December. I keep checking regularly and no updates.
So today, I took my life in my hands and went to the online customer 'service' where of course I was routed through to the call centre in India. I asked my question, IE when will it be coming. I explained my reason for asking..... and all I got quoted back was that it isn't available and they will let me know. Errr yes, I know that I explained.
For the love of God could we please bring customer services back to the UK where a basic understanding of questions and answers is available? If this was a one off with the call centres then I would be more understanding, but lets face it. It isn't a one off. When I say things like this, I get the nasty little devil on my shoulder whispering that I am some kind of heinous racist. I'm not.... I just want to be able to communicate with someone who understands the question and has the ability to say 'I don't know but I'll find out' as an answer. Rather than reading from a script and saying thankyou every other word..
Grrrrr fume fume.
So I thought I would send a complaint via the website. Guess what, the link for the customer service manager takes me back to exactly the same place I went to get the help in the first place.
I give up.

Hi there
I don't want be a moaning minnie but I have to agree about the appalling BT Customer service. I had Infinity installed (quickly) 3 weeks ago. There is a problem with my throughput so my download speed is less than 2 MB/s. Dealing with BTIndia is like being trapped in an endless Kafka play. Polite, apologetic and UTTERLY USELESS!!!! 21 days of being passed from department to department, have my case "escalated" to a higher level (how many levels of escalation are there anyway?) and nothing is done. Endless pointless promises unfullfilled. The irritating dire quality of this so-called "Support" has long since supassed the irritation caused by the initial fault. IF YOU DON'T KNOW HOW TO FIX THE PROBLEM DON'T PROMISE THAT YOU CAN!!!!!
I pray that you have a faultless installation and service because you sure as **bleep** don't want to deal with their "Customer Service"
Sorry. Are you picking up a certain degree of frustration?
Good Luck
Mark

I am very disappointed in the lack of concern for customer satisfaction...

I have previously been totally satisfied with the customer service and friendliness of the staff at Best Buy. This, however, has taken a turn of 180 degrees. Recently I purchased 2 smartphones. The salesperson was friendly and very helpful. At the end of the transaction, he asked if I would like the protection plan for $9.99 a month. I told him I carried the insurance through Verizon for my daughter's iPhone. I said I had used it once on one of my daughter's previous iPhones and was not happy that the replacement came with a $150 cost. He told me that the Best Buy plan was complete coverage with no deductible. Unfortunately I took him at his word. Caveat emptor.
Well, my daughter cracked the screen on her 5C and we took it back to the Lone Tree,CO store where it was purchased. I was obviously miffed when I was told that there was $150 charge for a replacement - in complete contradiction to what I was told when I purchased the plan. Biting my tongue, I sucked it up and paid the charge. I was told that the phone would be in the store by Saturday, Feb. 8th. I said this was fine because my daughter would be home from college that weekend and the exchange would be minimally painful. Well shockingly it did not arrive until this Monday when my daughter was back at school 80 miles away. So for the third time, I make a trip to the store to ask if I can have the phone - for which I've paid - to take it to my daughter and bring her damaged phone back. (This is exactly what would have happened had I maintained the insurance through Verizon/Asurion except that they would have had it delivered to my door and I would simply ship it back in a prepaid envelope.) Well, once more the only thing the milque toast manager, Andy {Removed per Forum Guidelines} had to offer was a half-hearted, "I'm sorry, but there's nothing I can do." I do feel bad for the Geek Squad employee, Jamal who was truly sorry for my horrible experience(s).
I am by no means the best Best Buy customer, but I have spent several thousands over the years on product and many gift cards. This will be the last dime I or my family will ever spend at one of your stores.
Chagrined,
Mark {Removed per Forum Guidelines}

Dear Mark,
I am glad you reached out to us to give us this feedback from your recent trips to the Lone Tree, CO store for your smartphones. This is not at all the kind of experience we want to provide for our customers and I am disheartened to hear that this has made you want to discontinue your future business with us.
Our Geek Squad Protection plan used to not have a deductible for repair but this changed September 1, 2013. There is no reason that you should have been offered this if your purchase date was any time after that. We ask our employees to remember and stay current with a lot of things so that they may continue to serve our customers with the experience you want to go brag to your friends about and not the contrary.
I would like to reach out to the store and give them this feedback from your multiple substandard visits. I will be sending you a private message to gather some more details so that I may reach out to the store on your behalf. To check your private messages, click on the envelope in the upper right-hand corner while you are logged into the forums.
Warmly,
JD|Social Media Specialist | Best Buy® Corporate
Private Message

DISAPPOINTED AT THE LACK OF CUSTOMER SUPPORT IN TR...

Hi all,
I want to share my BT experience with you.   I have been up to now a happy BT Infitinty customer.   At the start of July I informed BT of a house move at the end of July. I happily signed for a new package, NO BRAINER as far as I'm concerned.
One specification of my order is as I was providing sufficient notice I advised them that whilst the postcode in question show's to part of a village which has Infinity, the house is isolated and presently does not have a phone line. I advised a survey to carried out to enable the engineer to carry out the necessary work when I moved in. The main reason for my request was I know it's a very poor reception area for mobile phones and presently my father is not very well and I need to be contacted. On the day of moving in the engineer turns up, and guess what the necessary requirements which I made them aware of had not been carried out.    The engineer informed my that the road required traffic lights in order for me to have an installation.    I'm sure you can imagine my disappointment, especially when I knew this would be the case.
Obviously I've spoken to numerous customer service advisors.   All giving me different reasons for the delay. The main reason is for traffic management to get authorisastion off Flintshire County Council for permsission to put traffic lights up.   So, I phone up Flintshire County Council, and I must confess the lady was MOST helpful. She informed me that NO application has been made for my house/postcode/road. This, has tipped me over the edge.   I asked, if Bt had applied how long would it take for approval for them to carry out the necessary. Her reply, 24 hours.
I've now spoken to 4 different people over last 2 days. Obviously highlighting what the Council have informed me.   Presently, I've been informed that my NEXT UPDATE (NOT INSTALLATION) is now the 20th August.
I've never had such poor customer service, from what I thought was a world leader in Telecommunications. I find the who experience shocking. And more importantly I'm still in a position where I'm concerned about my Father and been kept in touch.
I, myself work for a BIG European Car Manfucaturer. If I had treated anyone my customers in the way I've been treated I would have been sacked.
All I want is to speak to someone in authority and I want a definitve date to when it WILL be done.   What I dont want is to be lied to and passed around from pillar to post.
Nigel L Bevan
Solved!
Go to Solution.

I agree in the lack of support and not only its that the lack of knowledge within the stupid call centres.
it has been the most frustrating thing ever to try and explain to these idiots whats going on when all they do is ask you to unplug your modem etc before you even have the chance to tell them anything.
I had an engineer out today he was here for three hours he fitted new equipment and left the house to go to the exchange box several times, he did everything he could and I was here when he made calls to try find out the problem. he got no joy and had to leave without setting up my broadband. I spent at least 4 to 5 hours calling B.T helplines etc only to find that they cant help in any way unless its to completely wind you up.
the engineer explained everything was fine at this end and to contact B.T. since we have no dsl light on at all yet lines are working ok. I first had to wait in a queue for 30 mins then i told the man who answered the full story that we had no problem here but no infinity and engineer had to leave without setting it up. the man started prattling on about did i have my modem plugged in and what lights were on and did I try a reset!! "HELLOOOO" once again I said the engineer just left and its set up fine and there is no dsl light!! He then asks me if my phone line is working after I already told him I was calling from house phone and its working fine.
He then tells me my infinity wouldnt be live until 12 midnight (alarm bells) this is what I had been told before and nothing happened until the following monday.
He then told me he would put me through to someone who could resolve this, I said i didnt want to spend another day of my life on hold but he said no its an internal call and i would get straight through. However another 30 mins later after being on hold someone answers and asks what the problem is. I had gone back to the same call centre i was at in the first place. I was furious.
I have spent the entire day trying to get this sorted out and all i have had is pathetic excuses and a help team that really can do nothing for anyone!! It seems they are only there to passify disgruntled customers pass you around their call centres taking the P*@$ winding you up and nothing more. If anything they make everything worse. terrible customer service and wouldnt reccomend to anyone especially if your easily stressed out.
P.S its after 12 midnight and guess what...... yep still no service what a waste of time they are

I am very disappointed with the new ipod touch

So apple adds all of this new stuff to the iphone 4s, dual core a5 chip, all new 8MP camera and optics, and siri. Yay, every iphone customer is happy. This is what you added to the new ipod touch, wait its not new, its the 4th generation with the option of having it in white. Whoop-de-do, you added white to it, besides that you didn't add anything new to it. You have pretty much ditched the ipod touch in my opinion. You have greatly disappointed me apple...

What I would really like to see in the next gen Touch is 3G or 4G wireless.
Refillable usage, just like the iPad. Don't want the "contract" requirements
of iPhone. Even if you do by an unlocked iPhone, you can only get
2 year contract service for data, oh yeah and have to get voice as well.
I just want wireless data access in my pocket, and the Touch with 3G/4G
would fit that bill nicely!

I'm starting to get very frustrated with the lack of help on this issue!!!

Ok, someone please help!
I have tagged several songs off the radio from my IPod and am trying to purchase them. I have been able to purchase songs on a previous version of ITunes, but not now after upgrading to the latest version. I have tried the following,
Purchasing several songs I tagged at different times and no luck.
I went into the ITunes store and purchased one of my tagged songs from there and it added it to the playlist as a purchased song.
Then I deleted an earlier song and retagged it. It appeared and I immediately tried to purchase it, but no luck! All it does is hang there (I've left it hanging for about 10 minutes) and it won't purchase! I've posted this question like 5 times, could someone respond?

Hi,
It sounds like you've accidentally used an undocumented shortcut that changes the flow setting. (The flow setting is used to create a build up effect. This is a Photoshop feature that although Elements does not show it in the options bar can be called up using the shortcut.)
With the brush tool selected, press Shift + 0 (Shift + zero key) to set the flow back to 100%.
There's a video about this on YouTube:
http://www.youtube.com/watch?v=JkAeKmJVPPU

Have you too been very disappointed with a lack of desire to satisfy you, their customers?

Hello,
I've been with Verizon four months. At sign-up I did not want the 'Family Base' feature but could not un-enroll from the 3-free months offered. Because I forgot to go online to my account to cancel "Family Base' after the 3-free months I was charged. I caught this in the middle of the second month of being charged (I had never activated the 'Family Base' program). Immediately I called Verizon hoping to get a credit for the $8.75 for 1.75 months of 'Family Base. NO credit was issued! NO willingness at all to issue a credit or leave me feeling good about Verizon!
Yes, I forgot to cancel this unwanted service. But why did I HAVE to enroll in 'Family Base' in the first place?
I expected Verizon to appease me, a new customer, who has only a positive, albeit short payment history, by offering a credit of $8.75 (because I called early enough to get a pro-rated cancellation of the second unwanted month of 'Family Base'). Yes, I can pay $8.75, heck it's only $8.75. On the other hand, for $8.75 Verizon could have a happy and satisfied new customer. Mmmm. I'm feeling like a happy and satisfied customer is not of any interest to Verizon. After all, I chose a two-year contract, silly me.

Yes I have been and currently agree with you. I have been a longtime customer and they have no desire to satisfy us because they believe that since they have the largest network we will just accept anything they dish out.

Very Disappointed with the samsung illusion

I was told by Tech support that I can not talk and surf at the same time, which I have a smart phone....I thought. But its funny that when I had my old fashion flip phone I was able to download pictures, browse, send and received MMS, and talk all the same time,and never had drop calls but upgraded to a smartphone.....WOW! I cant talk and surf....are you freaking serious, cant video chat, downloaded a 30KB picture took 1 hour which of course used almost all my data, always have drop calls. Costumer service arent helpful either, called 3 times back to back, got different answers to how much data was left over, Im on a 500KB plan but added 1G then couple days later added 3G. So when I was told that I didnt have any data left now what is the freaking excuse. Not happy at all with verzion

The basic phone used the same 1xRTT network as the voice calls used.

I have re-installed PS CS5 onto an upgraded PC with the help of customer service, but get "error downloading this update" when trying to bring PS CS 5 software up to date.

This happens for all updates, namely, Bridge, Extension Manager, Photoshop and Camera Raw modules.

Under Photoshop Windows Version CS5 :
Adobe - Photoshop : For Windows : Adobe Photoshop 12.0.4 update for Adobe Photoshop CS5
Adobe - Photoshop : For Windows : Photoshop CS5/CS5.1 Standard Multiplugin Win32 Update
Adobe - Photoshop : For Windows : Photoshop CS5/CS5.1 Standard Multiplugin Win64 Update
Adobe - Photoshop : For Windows : GPS Data panel for File Info dialog in Photoshop CS5
Adobe - Photoshop : For Windows : Photoshop CS5 Optional Plugins

Moving Home / Lack of Customer Service / Cancellat...

I write to express my complete astonishment and disgust with the level of service BT has offered to me as a valued long standing customer.
I have been a customer of BT for approximately 4 years, taking out a phone line, unlimited broadband, BT vision and Sky Sports, amounting to a considerable charge of around £42.00 per month. I have used these products constantly during this period and have been very happy with the service.
In mid February 2012 I phoned to inform BT that I was moving home shortly and would like to switch all service to a new address. I was told that I needed to call back when my current line had been taken over by the new tenant, at which time I could then move my services.
On Thursday 1st March I rang BT to inform them that my line had been taken over by the new tenant and that I now wished to move my contract over. I was informed that I needed to take out a new contract which would then waive any connection charges. I was more than happy with this and asked to set up the new account. The lady at BT who I was speaking to informed me that after running a line check there was an issue with the new property in respect of the supply to it. I informed her that the previous tenant in the new property had a BT phone line with all BT sockets but had obviously cancelled it on moving out. She informed me she would run some more tests and ring me back the following day on the Friday 2nd March. BT did not contact me at any time on the Friday.
On Saturday 3rd March I rang BT back very disgruntled with the lack of service offered. I spoke to a gentleman who checked my account and system notes and stated he didn't know why I hadn't been contacted back. He informed me that I could take out a new account and waive the connection fees. He run a check on the line but informed me that it was coming back as a black line, and that he would need to book an engineer to come out to the property to check the connection. He was very helpful in his nature and suggested that I plugged a phone into the BT sockets and dialled 17070 to check for a line and number. He stated that as it was the weekend he couldn't book an engineer till Monday but he would personally phone me back by 12pm on Monday 5th March to check with me regards any current phone line and if necessary book the engineer.
At 1.00pm on Monday 5th March I had not received any phone call from BT. I can't say that I was surprised given BT's lack of customer service over the previous few days. I proceeded to phone BT again at my expense on my mobile phone to be greeted by a very helpful gentleman who again took me through the same details as previously had been stated. I informed him of my disappointment of BT's customer service, to which he apologised and tried to set up a new account for me. On attempting to set up all my services I was told that it kept failing on the BT system when it reached the broadband page. He suggested that I set up the phone line to instigate the new account and once live I could then upgrade my account to include broadband, BT vision and Sky Sports.
Although not happy with this I accepted the proposal to which he then attempted to book an engineer. He promptly informed me that the next engineer available would be on Monday 26th March 2012, a full 3 weeks delay!! He then informed me the broadband could then be initiated but with an additional lead time of a further 5-7 days. Thus bringing the whole episode up to a total of 4 weeks, not including the time already wasted by BT in the previous week.
I proceeded to inform the gentleman that this was an unacceptable amount of time coupled with the inconvenience and lack of service, and that I would now cancel my contract with BT.
After coming off the phone to BT, I proceeded to go onto the internet where within 10mins I had set up an account with Plusnet for broadband. I received a text message 2 hours later from Plusnet to inform me that my phone line was now live and gave details of my new phone number together with delivery details of my new home hub and an expected broadband start date within 3-5 days. Now that's quality service.
I have since received a final bill from BT stating cancellation charges of £61.13 to be paid by 22nd March 2012 and also a returns envelope to post back all the equipment.
Please can BT inform me whether this is an acceptable standard of service that a long standing customer expects?
Please can you inform me why BT have difficulty in moving my account to a new address when a new provider can initiate within hours?
How can BT charge me a cancellation fee when I have attempted to continue my service but BT could not offer the service within a reasonable time frame?
Under the Supply of Goods & Service Act 1982, please inform me if BT believe they have met the requirements of the legislation;
- That BT have carried out the service with reasonable care and skill
- That BT have carried out the work in reasonable time
- That BT ensure the work will be carried out at a reasonable cost
I am totally disgusted with BT and the level of service offered, the inconvenience caused, the wasted costs and time I have incurred trying to move my service and the overall unprofessional nature of your business.
I have sent a personal letter to Ian Livingston - CEO of BT - can't wait for the comical reply to that!!
Update 13th March 2012: Just received an obnoxious call from BT Customer Services stating the cancellation charges of £61.13 will stand as per an auto renewal contract which expires in August, even though BT cannot offer the service I require in a reasonable amount of time! Is it acceptable to wait 4 weeks for Broadband when I am an existing customer?? I think legislation, OFCOM & Ombudsman are firmly on my side! Great service BT!!

If you would like to contact one of the UK based BT Care Team who moderate this forum, they should be able to help you.
They can be contacted using this link BT Care Team
They normally respond by phone or e-mail, within three working days, however you should get an immediate confirmation, with a tracking number.
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

Very disappointed with the lack of Customer service

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