Worse Customer Experience Ever

Just got off the phone with a Verizon Customer Service Manager {edited for privacy}, he was rude and did not solve any of my issues, box still not working and Verizon still changing my rate that we had signed up for. On the phone for an 1hr and 40 mins and he says we do not give credit for inconvenice, what about just fixing my issues.

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.

Similar Messages

Indesign XML support frustration, my worst customer experience ever

Hi,
I have opened a paid for incident with Adobe, case # 182 433 774 , and am completely frustrated. I have spent 3 hours on the phone talking to people that have NO grasp on the english language, and no technical expertise. They say they don't know XML, but can help me. Days have gone by, and they claim that my problem has been escallated, yet they don't even have the details of the problem. This is clearly the worst tech support that I have ever encountered, even though we are talking about a $2,000 product. Isn't there any better tech support that I can buy?
Does anyone know what support options I have to resolve and XML issue? We are only able to render the first page of our XML driven catalog, then the job seems to complete without any complaint. We are using Indesign 5.0.

Well, you could ask your question here! I hate XML but I can probably help you.

Worst customer experience ever.

we recently moved house, we tried to place an order to move our 2 phone lines and bt infinity - a complete farce and after several hours and many calls to BT they eventually managed to sort an order. Farce 1
we moved last week and should have had phone lines and broadband yesterday - BT unilaterally changed this to phone lines yesterday and broadband later this week - customer care from BT! Farce 2
engineer turned up yesterday, installed the 2 lines, 1 doesn;t work and BT seem to want to blame us - reckon its our handset - total bull as it works in the other line, line totally dead - its a wiring fault from BT but they can't get out till next week - very poor. Farce 3
Got very poor service today from Faults- still waiting for manager to phone me to explain the total lack of assistance and customer care from BT - who knows when the broadband will work - its a complete joke, wasted hours trying to get through to BT with no success. Has anybody got contact details for a UK customer services manager with a degree of authority who can sort this mess out immediately as we have elderly family members living 4 hours away who cannot contact us in an emergency. Farce 4.
I am a completely dissatiisfied customer who feels totally ignored by BT.
Solved!
Go to Solution.

Hi iana,
Glad you got it sorted now
Just for future reference once contacting the BT Care Forum Team (Mods) they will reply either by phone or email usually within 3 to 6 working days, however you will be given a tracking number immediately after sending the request.
Please be aware that this timeframe does not include weekends and Bank Holidays. The timeframe will also vary during busy periods.
Each case is done in a strict rotation so once your mod request has reached the top of the BTCare Team's inbox then they will contact you.
The BT Care Forum Team (Mods) are a BT UK Based specialist team (just like the BTCare Twitter and Facebook Team) who have a good reputation for solving customer problems.
Cheers
jac_95 | BT.com Help Site | BT Service Status
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WORST CUSTOMER SUPPORT EVER + COMPLAINT

WORST CUSTOMER SUPPORT ISSUE EVER - I purchased an HP Laptop in Sept 2011. I had an issue with my SD card reader and some flickering upon Startup on my screen. I was on the phone with 3 reps only for them to tell me that bc I was calling from a Canadian line, they had to transfer me to a Canadian rep (after I had already spent 50mins with an "American" rep). I called the number that was on my HP Support Assistant. After being transferred to my 4th "Canadian" rep, I asked them to call me back asap on my landline bc my cell phone was dying. Waited 10 mins - NO CALL. Had to charge my phone to use my browser on it bc I was left in the middle of a trouble shooting issue with no access to the internet to then look up a Canadian HP support number. Now on the phone with my 5th HP support rep, had to re-explain my issues with my laptop, he remotely tried to troubleshoot my issues from INDIA (Jon) he says his name is, and still no success. Total time on the phone now with HP 2+ hours. I asked to speak to the supervisor. Put on hold for 20 mins. Then my landline cordless phone DIED. "Jon" calls me back and puts me on hold again but none of my phones have any battery life so I asked numerous times for a box to be sent to me and he kept telling me I had to HOLD for a supervisor in order to authorize for a box to be sent to me. I hung up. I repeatedly told Jon, we attempted all the troubleshooting and driver updates and that I had to get off the phone immediately. WORST EXPERIENCE EVER WITH A CUSTOMER SUPPORT LINE AND STILL NO REMEDY TO MY ISSUES. I don't even know where to send a complaint. My frustrations with this laptop and customer support are through the roof bc I still have no remedy to this issue. {Personal Information Removed} And who knows if a repair box is even going to get sent. This is not a good situation for a grad student dependent on their laptop. All my contact information is in the ticket number. Hope that if someone from HP ever contacts me in regards to this issue will have a quick solution as I have spent more than enough time on the phone with them.

You're a close second in the race for worst experience but I think I win. I purchased my Pavilion on 11/28/11, under Walmart's special return policy eff. 12/26/11. That meant I had until Jan. 10 to return. Didn't even open and register until after Christmas as it was a gift to myself. On the 8th, I encountered some issues, shut down, rebooted later , had the same happen again. Tried twice more and gave up. On the 9th, same problem, finally got a HP # from a neighbor's kid, b/c I couldn't w/o a manual or laptop. Got some iYogi company who checked for viruses, etc and tried to frighten me into buying more spyware. They were actually affiliated w/HP, I found later. After that waste of time, went to my neighbor's again to google a number, got the correct one and began my nightmarishish journey into HP hell. Christina kept me on the phone an hour that night, checking for problems, setting into motion updates which she told me should correct the problem. I told her I was just going to return it the next day but she said to wait, to give them a chance to correct the problems first. She felt sure the updates would do it. Updates ran all night and were still running when I returned from from work the next day! I called tech support and it just got worse from there. In 9 days, I talked / held (for12 hrs&35 min) to 14 reps. Only 5 of were not rude and could be understood, the remainder horrible, absolutely horrible. By wasting my time with these people and allowing them to railroad me with their repeated attempts at recovery, I missed my window of opportunity to return the piece of junk. Oh - the salt in the would was that on the 13th, I spent one hour holding until they finally figured out the HP was having technical problems. The irony....
Anyway, when I discovered I couldn't return it, I thought, surely they will replace it or refund my $$, after all they are the self proclaimed "pc leader". They can't just not replace it or give me a refund, can they? I mean, this is America, that's what you do. Little did I know that they do indeed have in place the dreaded 21 day policy I'd read about in complaint forums. Before I realized this to be true, I accused a couple of tech support staff of stalling while that period expired. They denied it of course, just asking for "another 5 minutes" of my time. Apparently this is part of the "HP process" after all. They hold you, your time and your laptop hostage until they're satisfied that you have no recourse but to allow them to repair it and return to you. Now - I will be stuck with this worthless piece of ****. Whether it works or not after it is returned to me, I don't care. I will buy another and try to sell this on Craig's list. I have no confidence in their product and will NEVER buy another or speak to another HP person as long as I live. I could go on and on about the ludicrous, pathetic service I received because it is almost unbelievable but I'm sure most already know how insanely loathsome it is.
There is only thing that could make me feel better about this experience and wasting my hard earned 359.00. That would be to locate an HP store, taking the piece of trash there and throw at someone, watching it shatter into a million pieces. Unfortunately, I can't even get that satisfaction, as the nearest store is 200 miles away. So instead - I'm going to copy and paste this complaint on every site even remotely related to electronics, including Walmart's, Best Buy, etc. I'm going to email it to all my friends, associates. And then I'll put it on Facebook. I do have a Case Manager # for you though, although I hope that surely by now you don't need it. {Personal Information Removed} Knowing these guys, though, you probably still have no resolution.

WORST CUSTOMER EXPERIENCE: $200 credit per iphone 5 trade in: Promised by GoWireless in Chino Hills & Verizon Account Manager, But Not Addressed in Over 4 Months

Hello everyone,
I just had the WORST CUSTOMER EXPERIENCE with a Verizon Wireless Premium Retailer (Go Wireless in Chino Hills) and a Verizon Account Manager.
Through a ridiculous saga of events, I finally had to send an email to a customer service supervisor with screenshots, outlined below to try to resolve.
Besides this, is there anything else I can to do address this situation?
I don't want any Verizon Wireless customer to EVER go through this.
Please see the detailed email below for reference.
Hi Laura,
I am also including GoWireless customer service on this email due to the incredibly TERRIBLE customer service I received from their employees.
As we discussed over the phone, I am contacting about the terrible, dishonest, and incompetent customer service I received regarding my upgrading of iPhone 6 through GoWireless Verizon Wireless Premium Retailer located at The Shoppes at Chino Hills, 13925 City Center Drive, Chino Hills. Their phone number is 909-465-5840.
I will send the screenshots of the text conversation I had with GoWireless salesperson (Will) over the course of almost 2 months, in an attempt to receive the $200 per iPhone trade in credits that he and GoWireless had promised me when I upgraded my phone to an iPhone 6.
As the text message screenshots will show (and a follow up emails, as this maximum has a maximum capacity issue), I was continually following up with Will over the course of 2 months regarding receiving the credits. Throughout the conversation, he kept indicating that he would address it. As the text messages will show, he never resolved it and I had to continually pursue getting the credits owed to m e.
After this, I contacted GoWireless corporate customer service and complained about the situation. GoWireless customer service indicated that they would help me resolve the situation. So they ended up contacting the store manager, Aaron.
Aaron then contacted me, after corporate customer service contacted him. Aaron assured me that he would address this and ensure I received the credits I was promised in the original transaction.
Aaron eventually punted me to a Verizon Account Manager during this past January. That account manager's number is 619-756-2100. I will attach the screenshots of the text messages I had with that individual for reference.
That Account Manager indicated that he would just apply the $200 per phone credit to my account since my family had to go through so much trouble and hassle over so many months.
After waiting for a month and not hearing from him, I reached out to him via text a few weeks ago. He did not respond and I sent 2 subsequent texts to follow up, and he never responded.
It was at this point I called Verizon customer service and complained about this issue, this past Saturday (2/21). As the voice recording for that conversation will show, the customer service rep indicated that she would try to apply the $200 per phone credit and that I should call back within 48 hours if I don't receive the credit on my account.
As I didn't see the credits applied today, I called customer service and spoke to you eventually about this situation.
While I appreciate your help in trying to resolve this, I would like to make a note of the following:
1. GoWireless sales representative WILL was INCOMPETENT and/or DISHONEST in applying my credits. As the text messages show, the ONLY reason my family purchased the phones were because of the $200 per phone credit.
2. GoWireless store manager AARON is INCOMPETENT and/or DISHONEST about this situation.
As you heard today on the call, Aaron tried to pass the blame onto me first, saying I didn't turn the phone in on time. This was despite the fact that I had been corresponding with Will over text and spoke specifically with Aaron the situation. They were the reason that I "didn't turn my phone in on time" Either Aaron "forgot" our conversation around this whole situation or was intentionally being deceitful.
Aaron then tried to pass the blame to the Verizon district manager, saying that it was something that that district manager to handle.
This situation indicates Aaron's inability to take responsibility (he tried to blame shift the issue) and be accountable for his actions. I am appalled that a large entity like GoWireless would employ such a person in a management position.
3. Verizon Wireless account manager (phone number 619-756-2100) is INCOMPETENT or DISHONEST about this situation. He indicated that he would help resolve this and he did not, and, in fact, has ignored my attempts to contact him over the past few weeks. I am shocked that such a person could be given responsibility to service customer accounts.
4. As we discussed, I'm am also going to put a formal complaint detailing out this situation on Verizon Wireless forums. I don't think any customer deserves to go through this type of experience. It is completely ASININE, ABSURD, and HORRIBLE that a customer has had to keep following up on this over the past 4 months. Even arranging a conference call today with Aaron and you!
The lack of professionalism and integrity of Will, Aaron, and the Verizon Account Manager is unbelievable!
5. Is there anyway that I can pull my account from GoWireless considering the situation. I don't think Aaron and his team are capable of honestly servicing any customers.
As I indicated, I will send a follow up email with the additional screenshots for your reference to show the set that I have.
I hope we can finally resolve this situation and my family FINALLY gets the $200 per phone credits promised to us in the original transaction.
Thank you.

Holy cow... That was a marathon as opposed to a sprint.... Since the iphone has such a good resale value, I agree - next time ebay.
i Am glad you finally got the cards. They should just credit the account.
As I see the same complaint on AT&T forum, the trade in programs are flawed, universally.

Does Apple Canada have the worst customer support ever?

Yes! Ask me why...
I'm posting here a) to warn other Mac users what to expect if you ever need customer support and b) because there's no where you can actually e-mail comments to Apple, and trying to contact customer support has been fruitless (see below).
Here's what happened to me...
I bought my iBook just under three years ago - a few weeks ago, the logic board went. Now, because I purchased the computer less than three years ago, that's covered under the extended warranty for iBook logic boards (see here: http://www.apple.com/support/ibook/faq/).
Simple, right? Well, I took my computer in to my local authorized service provider about three weeks ago. They confirmed the logic board was the problem... copied my receipt for the iBook to prove date of purchase... agreed that it was covered by the warranty.
However, when they sent all this to Apple, their reply was that it was NOT covered because it was manufactured more than three years ago (although Apple's own website says it's purchase date - not manufacture date - that's important).
I called Apple last Monday to find out what was going on. Spoke to a nice fellow named Kevin who said he'd look into it, and call me back the next day.
Next day passed... no call. I called Kevin back left a message, and indicated I'd like to know what was going on.
Wednesday passed... no call. By this point, I'm getting anxious - the service provider can't move ahead without authoriztion from Apple, Apple's not returning my calls (or the service provider's) to grant authorization.
I tried Kevin again on Thursday. Left another message. No reply.
Tried back on Friday morning. Left another message. Still no reply.
Called customer support again Friday night. Antoine puts me hold for a half hour. I call back, explain that I've been on hold for half an hour, ask how long the wait should be. Antoine says two or three minutes. He puts me on hold again.
For another ten minutes.
I call back. Antoine explains that the reason I'm on hold is probably because customer service is closed. So why was I on hold for nearly an hour listening to terrible music? That's one of the mysteries of Apple customer support...
So here I am, with a computer that's been in the shop nearly three weeks, that can't be repaired because Apple won't honour its warranty, and no way to even find out what's going on, because Apple's customer service is such an unnavigable maze.
The sad thing is, I usually like Apples. I was even going to buy a new one this summer.
Now - not a chance.
The moral of the story? If you own an Apple, pray nothing ever goes wrong with it. If you expect your computer to ever need repairs, I'd suggest getting rid of your Apple now.
If you're considering buying an Apple - consider again.
As for me - from now on, make mine Microsoft.
iBook G3 700 Mac OS X (10.4.6)

Does Apple Canada have the worst customer support ever?
I doubt it.
Seriously, would you like some help?
Call back, and don't mess around with Customer Service. Immediately ask for Customer Relations. These are the people whose job it is to make an unhappy customer happy again. They aim to please.
A polite, but seriously disappointed tone of voice is what you need, so take some deep breaths until you can achieve that.
There was an article in the February, 2005, issue of Reader's Digest called "How to Complain." Please read these tips. Then call and tell Customer Relations your sad experience with Customer Service.
How to Complain
You call customer service to complain about a product, and you hang up angrier than when you started. That’s customer rage, a feeling experienced by millions of people with a major complaint, says Scott Broetzmann, president of an American firm that tells companies how to offer the best customer service. His secrets to getting good service:
Have a goal
If you want your product repaired, say so. Want an apology? Speak up.
Keep it short
Focus on one problem, and be succinct.
Stick with it.
You have to invest the time it takes. Don’t get what you want? Ask for a supervisor.
Skip ultimatums
Don’t threaten not to do business with them again. Why should they help you if you won’t buy from them in the future?
Plead your case
Many companies have information such as how much money you’ve spent with them and how often you complain. If you’re a good customer, they may be more willing to help.
Be nice
You’re unlikely to get what you want if you’re rude.
Good luck!
(P.S. Microsoft doesn't make computers; just the crappy OS that goes on them.)

Could this be the worst customer service ever???

Hi - not used the forum before, but have had the most unbelievable time trying to deal with BT. The simplest way to illustrate how abysmally terrible they have been is to paste below the letter of complaint (and the follow up 2 weeks later) that I have sent to BT. It is long, but shocking reading, and compelling if you have ever had experience of what BT ironically calls "Curstomer Service". No response yet, apart from a lame reply a few weeks later saying that they agree that the service was terrible, but that they probably won't do anything about it. As soon as the 8 weeks are up, I'm going to escalate this to http://www.ombudsman-services.org/
Am I missing something here? Am I expecting too much of BT? Am I making a fuss over nothing? Or does this resonante with anyone who has had dealings with them?
ORIGINAL LETTER (5th NOVEMBER):
Dear British Telecom
I am afraid that I need to make a formal complaint about my treatment at the hands of BT over the past 6 weeks.
I received a MAC code from BT at the start of September which I tried to use to switch to another supplier. The supplier told me that when I had signed up to BT Infinity with you last year, this had made the line incompatible for the ADSL service that I was now requesting and the line needed to be downgraded. I originally called BT on 13th September to request that this be done, and spoke to a woman called Jackie. She agreed that it was remiss of BT not to have explained the implications of the switch to BT Infinity when I was offered the deal, and so agreed to arrange a manual downgrade of the line to avoid triggering a contract renewal. She told me that the work would be complete by 23rd September and that I would receive confirmation from BT that the work was to take place within 2 business days. No confirmation came through. I called again the following week and had 2 lengthy conversations, with one person telling me that no work was in progress, and another telling me that yes it was in progress. However, on 24th, the work had still not been done.
I called again on the morning of 24th for a very lengthy conversation (well over an hour), when after a lot of resistance, the person eventually explained that they didn’t know why the work had not been carried out, but it would definitely be carried out the next day. I asked her to assure me that if this was not done, then I would not be liable for any charges as a result of BT’s repeated failure to perform this work. She agreed to this.
I went on holiday the following day, and by the time I returned on 10th October, my other supplier, had still not managed to use the MAC code to switch to them, and it had now expired. It had been repeatedly rejected because there was an open order on the line.
I called again on 10th, and was told that they didn’t know why the work had not been completed, but it would be done by 14th. I was told I would have one month of broadband payments refunded, and that I would not need to make any further payments to BT, as it was BT’s fault that the work had not been done and I was still with you. I requested confirmation of this twice, to be sure that I had not misunderstood, and it was given twice in very clear terms.
Of course, the 14th came, and the supplier I wanted to switch to was still being told that there was an open order on my account. I called again on 14th, and this time was told that the work actually took place on 26th September, but that there was still an open order on my account. None of the many people I was passed to over the next couple of weeks was able to tell me what the order was for – one person said it was just an administrative item that needed to be closed. I spoke to many people who claimed that it was closed. Eventually someone agreed to do a little research and found some background processes running, which were eventually closed after several more difficult calls.
These calls were without exception long and difficult. I was often promised calls back with explanations, but not one ever came. I was often told that I needed to be put through to another department and that the person I was speaking to had spoken with them and they would be able to help me quickly and easily and were awaiting that I be transferred, but I was put through to a long phone queue and then spoke to someone who didn’t know anything about my case and was not able to help anyway. I had to repeatedly explain the situation from scratch to somebody new, despite being assured that this would not be necessary. In short, I spend very many hours that I really could not afford on the phone to BT to sort this out.
This was dereliction of customer service and a breach of your duty of care on a significant scale (in addition to the failure to supply the service downgrade promised, and then the failure to communicate that it had been supplied until I called many times more). The calls caused me significant frustration and distress, and affected my mood for a long time after. The hours I had to spend on the phone in a vain attempt to make myself understood by your people caused me to miss deadlines at work, to appear sloppy, and to present myself in a less professional way than usual due to the vexation caused by all of this. I could never have imagined that getting a simple request fulfilled could require such a significant expenditure of time, effort and internal strength.
My complaint is not that there was an initial error with the work, but that this error was not explained, investigated or put right despite extremely lengthy efforts by myself to communicate with BT what needed to be done. I was treated with disrespect many times, as people told me they were putting me through to specific people they had spoken to, but then just put me through to a long phone queue; people promised me confirmation texts/emails and update calls which never came; different people gave completely conflicting stories about what was going on with my account; people repeatedly assured me that everything was fine and the other supplier would now be able to place the order, and the other supplier was not able to place the order. These were not one-off events – each of these situations happened several times. I can only describe your customer service as consistently abysmal.
Finally, last week, the supplier I want to switch to was able to place the order and arrange for the takeover of my line and broadband which will take place next week.
Sadly, though, that is not the end of my problems with BT. In the early hours of this morning, I received 3 emails asking me to view and pay my new bill. This came to over £140 (up to now I have been paying £17 per month), and included an incomprehensible set of charges for “Line Rental”, “Broadband and Calls” (which included BT Infinity Option 2, which I do not have), as well as separate listings for “BT Broadband Option 3”, which I also do not have. There are no words to describe the shock and disbelief I felt upon opening this.
Throughout the whole process, I have been very clear and explained multiple times that my purpose has been to be able to switch to another supplier, and that despite being offered new contracts and new deals many times, this was not what I wanted. I only wanted to be able to switch as soon as possible, and so wanted no renewal of any contract. I was assured several times that this is what would be achieved. The comments on my latest bill refer to a “contract start date”, and so if there is any new contract in place, this has not only been done without my consent, but in contravention of my repeatedly expressed wishes. Whether the explanation for this is gross incompetence or corruption, it is not acceptable, and must be cancelled immediately.
I called again today, but again found myself talking to apologetic people who couldn’t help who passed me on to long phone queues which led to more apologetic people who couldn’t help.
Given that this has been going on for so long and given that the many promises made to me by BT have been repeatedly broken and given that I had been clearly and explicitly assured that I would not have to make any further payments to BT, as my switch was in progress and only BT was obstructing it from taking place; I am no longer prepared to subject myself to this treatment. Rather than paying you this money and giving you more of my time, I would expect significant compensation from you for the many many hours I have put in to trying to address the consequences of BT’s failures and for the resultant stress, that has affected other areas of my life and which continues to do so.
Please respond to this letter within 14 days, confirming that you will be cancelling the latest bill and any contract that you may have put in place, and advising me what level of financial compensation you feel would adequately compensate me for what I have been put through by BT. Naturally, you will not be proposing any credit to my account, as I will hopefully no longer be a BT customer in a few days’ time, and the balance on the account should actually be zero.
I look forward to your prompt response.
Yours sincerely
FOLLOW UP LETTER (20th NOVEMBER):
Dear British Telecom
I submitted the letter below via the complaints section of your website on 5th November, asking for a response within 14 days. The automated response said that you would normally respond to complaints within 48 hours, but at very busy periods this may take up to 96 hours. However, 2 weeks has now passed and I have received no response from BT.
I tried calling BT again on 12th November, after receiving a new bill demand. On the automated system, I asked to speak about my bill. The automated voice said “about your bill. Is that right?”, I said yes, but it put me through to the BT Options team, who were not able to help and eventually transferred me to the billing team. I spoke to one lady and to her manager, and was told that she would investigate the huge and confusing charges on my bill, and the promise that had been made to me that I would not incur ANY further charges, and that she would get back to me on my mobile number within 48 hours, and that if she could not reach me, she would call back until she did. I asked whether this meant that my bill would be on hold until she spoke to me again, and she clearly confirmed this. Of course, no call ever came, so my bill is actually still on hold now, according to she clearly told me.
Then, in the early hours of 18th November, I received 2 emails: one telling me that another provider had requested to take over my broadband service and that service would stop from midday on that day (even though it had actually been transferred to another provider more than a week earlier), and another thanking me for taking out a new 12 month phone contract starting on 18th November. Of course, I never discussed any new contract from BT, apart from stating very clearly on several occasions during my many calls with you that I specifically didn’t want to enter into any new contracts.
I called again on 18th to speak to the complaints department. I spoke to Angela, who told me that the complaint that I had made on the phone on the 12th, and the complaint that I sent via your site 2 weeks ago, and which I copy below, had both been ‘escalated’ to a woman in India called Sharon, who was supposed to have called me back by 14th. Angela said she would look into this, get hold of the complaint I had sent and read it carefully, and would look to cancel my bill and offer me compensation. As has been a common occurrence in my dealings with BT, she apologised for the way things had been handled so far and assured me that she would now take ownership of my case and would definitely call me back at 2.30pm with an update, even if the situation was not fully resolved at that point. She even re-confirmed my mobile number, but of course, no call ever came.
And, incredibly, this morning, I received another email from BT, telling me that as I hadn’t paid my bill yet, a late-payment charge had been added to it, and threatening me with a downgrade of my credit status.
Again, I feel compelled to emphasise the great frustration and stress that this situation is causing me. This is utter neglect of your duty of customer care, and there is nobody in your confusing maze of customer support phone services who has been able to understand and address any of my issues I have had over this extremely difficult 2 months. Several people have promised that they would take ownership of my case, and would stay in contact with me, but none of them ever has. There seems to be no way to meaningfully communicate with anybody at your end, even while the bills, and charges, and threats and confusing emails are coming thick and fast. This is now proving to be equally true of your complaints procedure – my complaint has been completely ignored.
As I requested in my previous letter (below), please cancel my bill immediately and propose what level of financial compensation you feel would reasonably compensate me for the extreme frustration and stress that I have been subjected to in recent months, which has affected other areas of my life, including my work and family life, and the time and trouble I have taken to try to reach you to get this sorted out.
I include a copy of my original letter below, and am sending this to you both by email and in the post. I would like a positive response within 10 calendar days of the date of this letter, addressing all of the issues I am raising. Beyond this 10 day period, I may take further action, which may include legal action and/or publicity about this case.
Yours sincerely

Update - in case anyone is still interested - Here is my response to them:
30th December 2013 – Our Response
Thank you for your proposal, which we do not find acceptable.
Not only does it ignore the promise that we were made by telephone in October that we would not receive any more bills from BT, as the fact that we were still with you had already been down to your negligence for some time, but it also ignores the abysmal service that you have given us and the resultant stress and personal inconvenience that you have directly caused. An apology and a weak offer to refund the difference between what we pay now and what we paid you is very very far from even beginning to make up for this. Your wilfully ignoring a promise that you had made in October and that we very clearly drew your attention to in our original letter is yet another example of this, as are your over-complicated "final" bills, which are not easy to make any sense of.
You say that you will feed back to the agents involved about the terrible service that they have given. This will make no difference. If only one or two agents had been involved in delivering a terrible customer experience, then maybe this may have helped, but the fact that your service has been so consistently and unswervingly catastrophic in every single interaction (and you will be aware that there are very many posts on forums all over the Internet singling out BT for similarly incalculably bad service) suggests that the problem is in your processes, your training and your staggering lack of customer service ethic. If you truly wish to make changes, your actions will need to be far more fundamental than simply scape-goating a few individuals who are doing nothing different from anyone else you employ. I do not hold any individual or individuals responsible for what BT has done, but BT as a whole.
I intend to refer this case to Ombudsman Services: Communications, but would welcome a response from you before 2nd January if you have anything further to add.
Best Wishes
Guy

My as yet unresolved appalling customer experience

This message presents my appalling BT experience to date. As yet, it remains unresolved and - of course - I cannot reach anyone who can actually do anything about this.
On 19JUL13, I placed an order for BT Infinity 2, Phone, and Vision to be connected at my new house. Prior to renting that house, I used the BT checker to confirm that services were available. I received an order confirmation from BT (BT.COM Ref: BTCEAA004000090198) the same day, confirming installation on my requested date of 08AUG13, 0800-1300. At the time of ordering, I requested a new line be connected to the property due to my landlord having existing telephone infrastructure that was to remain untouched (and, anyway, had sockets in the wrong locations for us). Given that we were moving in to the property on 05AUG13, 08AUG13 was the optimal date for us as (i) we require a landline service because my wife is seven months pregnant and (ii) having relocated from overseas I am supposed to be working from home (hence the Infinity 2 requirement!) while she is in the late stages of the pregnancy.
On 04AUG13, I was called by a 'Sarah' at BT who, because I was on another call, left me a voicemail asking me to call back on a certain number and enter a PIN as 'we need some additional details'. I duly did so, 10 minutes later, only to receive a recorded message stating that the office I had called was now shut.
On 05AUG13, I spent approximately an hour making calls and waiting in call queues trying to reach someone at the number 'Sarah' had provided. Bearing in mind that I was moving house that day and had to use my mobile phone, such calls cost a fair amount of money and kept me away from the already stressful removal process.
Also on 05AUG13, our Home Hub4 and BT Vision box were delivered. On the same day, BT took GBP147.95 from our nominated bank account (being our annual line rental in advance) and established a direct debit in their favour.
On 06AUG13, after another hour and a half in call queues, I eventually reached a 'Manju' in the BT call center. I asked what 'additional details' were required only to be told that everything was fine and that the installation was on track. 'Manju' promised to 'take ownership of my problem' and to keep me appraised of progress.
On 08AUG13, no engineer arrived to perform the installation! After another hour in call queues, still on my mobile phone, I got through to a 'Harit' at 1417 on 08AUG13. 'Harit' was, of course, entirely unaware of what was going on with my order but, of course, promised to 'take ownership' and call me back within two hours.
Two hours later, no calls - from either 'Manju' or 'Harit'. A pattern was emerging....
While spending much more time in call queues on 08AUG13, we also managed to obtain a support chat session with a 'Bernie Coyle'. After much to-ing and fro-ing, Bernie finally advised that our order had been cancelled. Yes, you heard that right, our order had been cancelled by BT Group - allegedly by OpenReach because they had been unable to find out which line we intended to take over at our property. This despite our having spoken to 'Manju' and being told that nothing was required and despite BT having already taken payment from us.
Eventually, at 1830 on 08AUG13, we escaped the call queues and got put through to a 'Ben' in the Infinity team. We signed off the chat session with Bernie (of which we kept a transcript) and focused on 'Ben'. "ben' advised that the order had indeed been cancelled by OpenReach as they had decided that, instead of providing a new line as requested, it would be easier for them to take over one of the existing lines at the property. This despite our having requested a new line because, as mentioned above, none of the existing sockets were in the right place. 'Ben' undertook to re-raise the order for us, declaring it an explicit forced provide rather than being an optional take over of an existing line. One of the primary reasons for doing this is that, per 'Ben''s commentary, the new line installation fee of GBP130.00 would be waived as we were ordering telephone, broadband, and television on the same order while the take over of an existing line and the subsequent moving of the master socket would attract a fee of GBP130.00. We reiterated that we had originally asked for a new line and challenged why OpenReach would change the order without consultation. The response we received was 'that's just what they do sometimes'. When I asked why 'Manju' had said that no further information was required, the only response 'Ben' could offer was that he did not know why that had happened. At the end of our conversation with 'Ben', we were left with the impression that while our order had been cancelled by OpenReach, our new 'forced provide' order was under way and that we would be called within 24 hours to advise of an installation date. To be fair to 'Ben', he did call us back after 15 minutes of finding out how to re-raise the force provide and, in order that we could have Internet access, provided us with a BT Openzone WiFi voucher. Thanks 'Ben'.
The next day, 09AUG13, we received a text message - not a call - asking us to again call BT and enter a PIN. On doing so, we then waited in a call queue for approximately 30 minutes before being put through to a 'Kirsty' in the order team at 1235. 'Kirsty' advised that a GBP50.00 deposit was required before the new order could be progressed. This despite BT having taken GBP147.95 and established a direct debit in their favour only 4 days previously. When challenged, 'Kirsty' went away to discuss waiving this deposit due to the circumstances and eventually came back to say that that fee would be waived. 'Kirsty' then advised that the earliest installation date would be 27AUG13. That is 19 days later than the originally requested date - remember, my wife is seven months pregnant and we are looking at not having a landline - and nearly six weeks after our order was first placed with and accepted by BT. At this point, 'Kirsty' also notified me that rather than having had to call the chargeable '800' numbers I had been told to call previously, I could have called the lower cost '03' number. It would have been nice to have known that before…especially as, by this time, this one call alone had been running for over an hour!!
I was, to put it mildly, a little annoyed by this conversation and - after 'Kirsty' also promised to 'take ownership' of my problem - demanded to speak to a manager. I was then put through to one 'Imy Hussein' who purported to be an order team manager based out of Accrington and, as a result, was promptly on the receiving end of my ranting about the experience to date and demanding an explanation as to why BT were being so obtuse and difficult to deal with. At the end of many platitudes from 'Imy Hussein' (for example: "I've been here 30 years and know my way around the system", "My team here works to a process and it is a good process", "We are taking responsibility for your problem and will try to expedite your order", etc.), we agreed to allow 'Imy' (for, by now, we were on first name terms) and his team to take responsibility for re-raising the order to expedite the new line connection and to then expedite the additional services we had originally ordered. In the course of 'taking ownership' of my problem, 'Imy' promised that regular calls, texts, and emails would be forthcoming in order to keep us appraised of the progress of what, by now, was becoming a bit of a farce.
On 11AUG13 at 0826, I received a text message from a 'Stewart' at BT to advise that 'one of my colleagues will be calling you between 0800-2000 on Monday (12AUG13) about your order'. No call was forthcoming but, on 12AUG13 at 1709, I received a further text message saying that 'we have escalated the activation of your landline this morning and are currently awaiting a fast tracked date as to when the line will be activated…we will call you with the update'.
On 12AUG13, I received an email that began with the words: 'We're really sorry to hear you have cancelled your service.' Well, no, I didn't: you did. The email went on to say that I would need to wait for a label/packaging and then return the Home Hub 4 and BT Vision box to BT within two weeks otherwise I may have to pay to return it to them. Really? Apparently the automated systems at BT only understand service cancellations as being the customer's fault and nothing to do with failures to communicate internal to BT Group… Of course, were BT to be so rapid in returning the money they have already taken from me (an interesting point: surely that means that BT are contractually obligated to provide what I ordered originally as they have accepted my acceptance of their invitation to treat?), then perhaps I would feel differently about returning the equipment post-haste.
By this morning, 14AUG13, no call had been received. Optimistically, perhaps stupidly, we logged in to our BT account to see if any updates had been posted online. Imagine our surprise on finding that the latest activation date was 04SEP13. Rather than waste more time and money trying to reach someone who knew nothing of our problem by telephone, we called up the BT.com support chat service and - surprise, surprise - were again lucky enough to be connected 'Bernie Coyle'. Imagine our pleasure as, out of all those support chat operators, we had managed to reach the same person we had spoken to last time! Imagine our falling spirits as we then discovered that 'Bernie' knew nothing and had to call Order Management to find out what was going on. The response from order management was that our problem is now being case-managed while OpenReach address the 'line plant issues'. Now, as a network engineer of some years past, I understand a bit about telecom and computer networks so I asked for an explanation as to why connecting a wire from the street to our property might be creating 'line plant issues': especially as there are already four such wires running from the street to the property, two of which are currently ceased lines and therefore represent reusable infrastructure. Unfortunately for us, 'Bernie' could not provide any further information as our order was being 'case-managed'.
Interestingly enough, given the history above which - of course - I have extensively documented, 'Bernie' also tried to dissuade me from contacting OFCOM as 'they won't accept your complaint unless we hit deadlock'. Well, that worked well as the body of this text forms the body of a letter to one Warren Buckley (who, it seems, is on Linked In and therefore publicly accessible!), copied to OFCOM. Why would I do so? Well, fundamentally the role of regulator is to ensure fair and reasonable behaviour by those it regulates and, to be fair, my experience to date has been anything but fair and reasonable. It has, instead, been frustrating, distressing, expensive, and - to date - pointless. Let's sum up the cost of the BT 'customer experience' for me so far:
1. Approximately 3.5 hours of sitting in call queues on chargeable calls from our mobile phones: GBP21.00 (not including those calls to the '03' number which were taken from our inclusive minutes allowance)
2. Approximately two full days of my time spent waiting in call queues, trying to obtain a resolution in chat, and waiting around for engineers that were never coming: GBP1,590.00 (at my government accepted day rate of GBP795.00) Ex-VAT
And that's just the direct financial cost. Factoring in the sheer amount of stress and distress these problems have created for my PREGNANT wife and I must at least treble the direct financial cost.
Right now, still on 14AUG13, I've just re-reviewed our order online. It talks about landline and broadband, but does not mention Infinity 2. There is no mention of BT Vision per our original order. While our order is being 'case-managed', it does not seem possible for me - the CUSTOMER - to find out what is happening with my order or when I might expect to receive service. I am fully expecting that when I do receive service, BT's systems will take the view that my annual line rental actually started when they took the money (on 05AUG13) and conveniently ignore the current delay caused by BT's own actions and subcontractors.
Here's the thing: all I want is the telephone, broadband, and TV service that I have ordered based on BT's offer to supply such to me. It cannot be this hard to organise that, provide what I asked for *when* I asked for it, and then get out of the way so I can carry on with my life. Imagine going into a restaurant and ordering a steak from the lavishly presented menu. Then, when the waiter appears four hours later with a chicken breast and insists on giving it to you, being told that the supplier decided to only deliver chicken breasts because it was easier for them. And then, to compound matters, having the restaurant refer you to the supplier to find out why that was and to endeavour to achieve some redress for your inconvenience. Now multiply the frustration and stress you would feel by 1,000 to get a sense of how we feel right now…
This is, by far, the worst experience I have ever had with BT. Not only does one part of BT not have any idea what the other part is doing, it seems that the customer-owning part of BT has no control over the network-engineering part. In fact, it appears that the OpenReach tail is wagging the BT dog: to the detriment of customer experience. Add to that the fact that call queues are so long that a suspicious person might imagine that this was seen as a revenue-generating opportunity and the business begins to look very haphazard and uncoordinated. This lack of co-ordination is especially true when, 9 times out of 10, customers get through to offshore call centres who, quite obviously, have no authority and limited ability to do anything and, instead, appear to act solely as call-screeners for other parts of the company.
What happened to BT? I've just come back from a number of years overseas where, despite owning and operating very young networks and businesses, telecommunications providers actually take your order correctly, deal with you expeditiously, turn up when they say they will, and deliver the services you requested. It really is not that hard to do a good job but, right now, it seems that BT have no idea what the truth of their customer experience is and that reflects very badly on the business as a whole.
David.

Hi davidwprior,
Welcome to the community.
I'm sorry for the problems you've had with your order. I'd like to take a look at this to help sort this out. To get in touch, click on the "about me" section of my profile and you'll see the link there to "contact the mods".
Thanks a million,
Robbie
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry that we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Worse installation problems ever? Zen Plus / Driv

I know this has come up hundreds of times on this board, and you woul dhave thought creative would have taken note by now, but trying to get the Zen Plus working on my PC has been my worse experience ever with consumer hardware. (I've been doing this sort of thing for decades now)?I've never installed and deinstalled so many things, for something which should be as easy as plug in and play. I've literally spent 2 days solid surfing forums and the net for an easy to follow set of steps to get the thing working and still am none the wiser. This is my last cry for help before I send it back to Dabs and write the worse review of my experiences as I can on their site. Basically, I've installed the software that came with it, but when I plugged in my zen plus it didn't recognise it, I then read threads about service packs to windows xp. I installed those and no difference. Followed a thread on installing MEdia Player , tried it but same thing, I read about patches and downloads from? Creative, got them and made no difference. I read a thread about port permissions so changed those, I tried different ports - all with no effect. I've tried umpteen variation of these, installing and de-installing in different orders and I still find myself at the stage where I plug me device is, XP recognises it as a Creative Zen Plus then offers to install the drivers for me. I tell it to search all my PC and the creative CD but it never finds them (never has) then the device appears in device manager under"Other Devices" and listed correctly as "Creative Zen V Plus" but no software either creative or windows media player see the device as connected. The real point is it shouldn't really be this hard, should it's?This was intended to be a christmas present for my daughter but the chances I'll still have it by then have all but gone. What I need to save the day is a simple list of step by step guide of what to check for in terms of software (and more importantly how to check for it) and then some clear and simple steps of what I need to do to get the thing working. Can anyone help?

I think i'm having the same prooblem but with a different creative mp3.

Worst experience ever.

Having recently moved from Florida to SC, I decided to go with Comcast at my temporary address rather than my very reliable Dish Network. I've been on the phone with them at least 10 times. They shipped my modem to my new address and I self installed; that went ok. After selling me a TV package, they were supposed to ship out my boxes next day air. I didn't get the boxes for 3 days. When the boxes arrived, to my astonishment, they were coaxial cable boxes and not HDMI!!! Who in their right mind still has bubble TV's... in this day and age! After complaining to customer service I was told they would send out the right boxes 3 to 5 day shipping. So, I decided to try and hook up one of the boxes temporarily and at least have blurry TV for a week. Well, the first box was defective and didn't work. I didn't even attempt the second box. I put everything back in the box and took to the UPS Store. This has been the most unfriendly experience ever dealing with a cable or internet provider. They don't even communicate via email with me, as a customer. I've never received one single email from them saying equipment has been shipped, or welcome to comcast, nothing. Besides, their internet subscription rates are outrages. I have to spend close to $60/mo for speeds just above dial-up speeds. I tried to stream a show the other night (because I can't watch it on TV) and a half hour show took 2 hours. Also....... As a cable customer, you would think I can go to Comcast.com or the app and watch a show online???? Nope, they won't even let you do that until you activate the box they sent me that didn't work. Can't wait to get back to Dish. I have a customer loyalty price of $35/mo with 140 channels.

Hello trlanthier,
I apologize for any inconvenience this has caused you. Are you still in need of assistance? if so, please reply and we will be more than happy to further assist you.

Poor Customer Experience - How to Report It?

Ive spent the better part of the last hour trying to understand how to connect with someone who will discuss my Apple customer experience with me. Everything is organized by product and technical or functional issue. I cant seem to talk to someone about my experience. I am a new iPhone user and I have received poor support from Apple to date. I would like Apple to be made aware of this. How can I contact them? After calling the support number to log an issue, the operator didnt seem ot know what to do since i wasnt calling about a product...which was frustrating.
Hopefuly someone from Apple monitors these threads.
I am having battery life issue with my new iPhone 4S (less then one week old).
I went online and made an appointment via express care on Saturday. No one called.
I called on Sunday and talked to an iPhone rep who told me my issue would require a battery exchange and that i should go to my local Apple store.
When i got to the Apple store, I was asked if i had an appointment...no one told me i should make an appointment.
I called to report my concern over the lack of information shared on my service call as well as the missed call for my initial appointment and was met with frustration when the operator couldnt find out where to route my call and put me on hold for an iPhone rep , which is where this all began!
Apple - Something has to be fixed. Where is the email or phone number for customer experience or customer support? I'm not just a product owner. I thought part of owning an Apple product was supporsed to be the experience.

I would just like to express how irritating it is that the rep or "genius" that assisted me this afternoon wasn't willing to take the time to look at my phone and it's specific issue and instead prompted an reset to default settings. As it asked for my password he asked me to put the password in. Before doing so I asked him what was going to change when we did this, he assured me that nothing would be deleted, when I asked him what settings I would have to put back in place to get it to the way I have it now, he said, and I quote..."only the wifi password."
First of all how would he know this was true without seeing what settings were going to be changed.
Second, of course it was not true, as soon as my phone came up, the background picture was a default...he then said..."uh, oh yeah...also the background picture will go to default."
I asked him if he hoped that resetting my defaults would correct the issue I had come it with. He said that he did not believe that it would correct it. I asked him why he did it then, and he didn't give me an answer, just moved on. As it turns, out I am having to discover all kinds of things that this little genius' automatic check the block action of "reset" did and try to configure my phone back to functional. Unacceptable. The solution is spending just a little more time and care with the person who has spent the money to have this service provided in that manner.
Apple support has not been what I would call "service" recently. I have called in and spoken with customer support and have been told completely wrong info...like they cannot help me with a Apple Numbers App issue because it was a third party app. I said it was an Apple app, and that it said so on iTunes, she said I was wrong and needed to contact the makes or the Apple Numbers App...I laughed and said I did, it's you guys. She then asked if there was anything else she could help me with.
Apple has definitely lost my excitement and enthusiasm. Get it sorted out guys.

Where is that "Comcast Guarantee" and care about the "customer experience"?

Where is your Comcast Guarantee? Empty words, AGAIN? "We’re constantly pushing the boundaries of innovation and creativity, and that includes the customer experience. Our customers deserve the best experience every time they interact with us, and improving upon that is our number one priority." "We will always be on time within your 2 hour appointment windowor you’ll receive a $20 credit*.As a courtesy, we will call you before we arrive at your home. And if we fail to arrive for a scheduled visit during the appointment window, we will credit you $20*." "We will resolve routine issues in one visit or you’ll receive a $20* credit.After the first visit to your home, if we do not satisfactorily complete installation or can’t resolve a routine issue, we will credit you $20*. Additionally, we won’t charge you for a service visit that results from a Comcast equipment or network problem." "We will treat you and your home with courtesy and respect.Our technicians will display their Comcast identification clearly when they arrive at your home. They will be trained and equipped to complete the job on the first visit. Our Customer Account Executives (CAEs) will be courteous and knowledgeable when you contact us." I think your word to the customer is worthless. You obviously don't believe a customer's time is valuable, but the recording claims "we value your time". More empty words. You sent a tech to my house that took my cable box for no reason, and left me with terrible service, and a fake follow up appointment. He would NEVER have taken a box from a man, but a woman alone in her home he's allowed to walk all over. Now,after hours and hours and hours of phone calls, messages to the forum, and more comcast no-show for another follow up appointment, more phone calls and appointments, I am back to where I was BEFORE Comcast sent out a tech - still with the original problem that cannot be solved, but at least I have a signal and a box. No one is stepping up to honor Comcast's guarantee. No one has offered to credit my account for anything. No one has contacted me about my bill. I did try to contact billing, and they don't know anything about what kind of mayhem this tech caused me and Comcast, and they want to tell me about a credit applied to my account when $2 was taken off my bill last month that I have no knowledge of, as if I was given a gift. I asked for a supervisor, and had a terrible connection with her over Comcast's equipment. She hung up on me, wasting another 30 minutes of my time.

Did you register your suite? Did you lose the installer (if downloaded) or the CD's (if purchased)?
If you didn't register, there's not much that you or they can do. Of course you know that when you download an installer, you should save a backup for these situations.
That being said, this forum is for a specific product (Adobe Contribute) and isn't visited by too many folks. If you go to the feedback forum, you may actually find someone that can help.
Feedback forum: http://forums.adobe.com/community/general/adobedotcom_feedback
Good luck.

Why is apple - the most innovative company that pioneered customer experience- not making it easier to find out if Iphone is locked or unlocked? it should be simple to find this status on the phone.

Why is apple - the most innovative company that pioneered customer experience- not making it easier to find out if IPhone is locked or unlocked? it should be simple to find this status on the phone. I have to go thru so much trouble to find out if the phone is unlocked or not. There should be a much simpler solution to this.

call them, tell them you NEED a new battery installed, and they need to tell you when they can do it. That is their job to help you! Give pushback if necessary.

Feedback for HP Sleekbook (Worst experience ever)

I bought a Hp Sleekbook 14 after lots of friend and relatives told me to go for hp so i did. Its hardly been two weeks and pin of my sleekbook adapter broke and when i call hp representative to replace as it is under accidental and damage warranty, they said we can't as charger is not covered under warranty, this was my first bad experience with hp, other companies replace charger also but hp doesn't. Second, when i went to hp service center, the workers talked so rashly that it frustrated me and they even didn't provide a solution.
I would never ever recommend hp especially hp sleekbook to anyone, and what sort of charger is hp making that it get easily broken up and not even providing a replacement or new adapter at lesser rates.
So this is my last request to hp if they can help somehow.
Thanks

i too have had the worst experience ever with hp. i brought the new sleekbook at the beginning of this year a week after having it the screen turned black and stopped working luckily i was able to get a new computer under warranty, but then after 4 months of having it my charger broke, it too was not under warranty and i had to pay FULL PRICE, which i find to be absolutely ridicously especially when im a uni student and im living on my own with no help from parents, the hp service people were very un helpful and did not seem to care about my situation and my fustration with what had happened as my laptop is nessersary for assignments. they then went on to tell me that there was no chargers left in NZ for my particular laptop and had to order in which would take up to 2 weeks, but then they got my hopes up telling me they found a spare and i was able to purchase it the next day when my money came in because i did not have enough at the time as the charger was well over $100. i then rung up the next day to find out they do not hold, even after they ha promised me they did and had sold it to another person. after days of fustration and anger i got my charger. its now been two months since i purchased a new charger and the new one has broken again. i DO NOT want to pay full price for another charger which is bound to break again and i sure as hell do not want to go through the stress of the poor service i recieved. i would never suggest to anyone to buy hp.

How to disable PowerPiot Customer Experience Improvement Program?

Hi, I have installed PowerPivot for Excel 2010 32bit via msi file.
I would like to disable CEIP from PowerPivot for Excel 2010. So far I have applied HKLM\software\policies\Microsoft\sqmclient\windows\CEIPEnable=0. GP set to disable CEIP. No luck so far. Any help is greatly appreciated.

Hi bvkm,
According to your description, the issue regards Power Pivot, I will help you move the case to the related Power Pivot forum at
http://social.technet.microsoft.com/Forums/en-US/home?forum=sqlkjpowerpivotforexcel, It is appropriate and more experts will assist you.
In addition, to disable CEIP by policy for Excel 2010, you need to set the following registry value.
HKEY_CURRENT_USER\Software\Policies\Microsoft\Office\Common:
DWORD:"QMEnable"
The value should be 0 (zero).
For more information, you can review the following article about the individual CEIP registry keys and values for each of the applications.
http://www.verboon.info/2011/04/the-microsoft-customer-experience-improvement-programpart-1/
Regards,
Sofiya Li
Sofiya Li
TechNet Community Support

Worse Customer Experience Ever

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