Worst customer service I have ever had.
I have been a Verizon Wireless customer for 8 years. I moved out of the country in February. I called to cancel my plan a few months before. They told me it would be best to wait for my plan to run out. As it would be "better" for me monetarily. A few weeks before I left the country I went into a store to confirm this was the best option. Again I was told the same thing. Now I have a bill that over $400 because someone didn't accurately record my efforts to cancel my plan. I made 5 international calls to Verizon at my own expense I got through finally on the last call. I was transferred and transferred and they said not only was I to pay the bill, despite my attempt to cancel my plan multiple times, but they were happy to send me to collections. Is this the amazing customer service you are always talking about? I will be posting any negative feedback on any forum I can find. I will be sharing this story and encouraging anyone I know to cancel their existing Verizon plan.
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Thank you
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Similar Messages
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The worst "Customer Service" I have ever had to deal with.
I have been a customer for 6 years. My monthly package once cost me $54.99, this month it has been increased to $74.99.
Two weeks ago I call (with a $0 balance) to find out why I am being charged this price for 15/5 speed, while new customers are paying $49.99 for 25/25.
I was told even though I was a long time customer there was NOTHING they could offer me. I was then told that they would issue a notice to customer retention and call me within 48 hours. They call never came.
Today my wife recieves an email stating we owe $180... Two weeks ago I owed $0...
I call and speak to another rep and I am told the best they can do is a $5 a month credit, they can't account for the $180 in charges and that I cannot receive the new customer price.
With that said, if this is how you treat loyal customers, then I am going elsewhere...Hello Drodrigues24
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. -
Worst customer experience I have ever had
For a start try googling Bt and watchdog and you will see how bad it is. My story begins with getting a line with Bt this was a horrendous business in the first place as our new house had no connection, so we had to pay to improve Bt's network by getting an intermittent line put in which took weeks ,almost a month, then a fault appeared about a year later the engineer came ,much head scratching as no dial tone ,but Internet worked, he fiddled around with our socket and eventually said the problem was external ,it worked for a few days then stopped and then we got another engineer to come fix it properly it worked for a year .Now exactly same thing has happened again an engineer came fiddled with our socket and said it was the building across the way that caused it ( what I can't get is. If it was the building over the way causing it why fiddle with socket in our building?). , it stopped working a week later same issue, in addition now when reporting the problem to a call centre in India was told that they could not arrange an engineer unless I agreed that if the fault was caused internally in our building then there would be a call out fee of £130 , I refused to acknowledge that I would pay this as the only people to have touched the lines in our house since connection have. Been your outsource partners ,hence how can they blame me for the fault?, I have carried out basics checks as suggested on the site . What worries me now is the following (are they trying to charge me for this second fault?) Fault number:VOLxxx-xxxxxxxxxxx, Date reported:25 May 2012,Date closed:30 May 2012 Says problem was external from house. But the next fault report online says problem is internal and within the house, if the fault is internal ,then it must have been caused by the engineers earlier visit as they are the only ones who have changed or done anything Fault number:VOLxxx-xxxxxxxxxxx Date reported:7 June 2012Date closedpen I will be very very annoyed if this happens
Please edit out your fault reference numbers as this is a public forum. Thanks
Welcome to this forum. This is a BT domestic customer to customer help forum, any messages posted here do not go to BT.
If you need to contact BT, you can use Live Chat or Contact BT ,or telephone 0800 800 150
If you have already tried that, then
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. -
Worst tech support and customer service i have ever experienced in my life
almost two hours of my time was wasted on tech support. rude, inconsiderate people from the philipines. i have filopino friends. they are nothing like these people.
after wasting my time through endless transfers, being hung up on multiple times, transferred to the worng number more than ten times i got india somehow, and the women told me my is faulty. the numbers lock key doesn't work and i can't punch any buttons on the right side where the numeric keypad is.
dell and your other competitors must love this because the abusrdity of this experience is resulting in my returning this pc. i bought it two days ago.
wow ...
sad, sad, state of affairs. worst call centre i have ever had the displeasure of dealing with. especially some guy named 'ricky'. what an abnoxious human being.
i have apple products but prefer pc, but with service like this ... man ...
anyway, terrible way to lose a customer.
have i mentioned i often advise on what computers to buy? hear that sucking sound? bad customer service results in bad business.
good luck. selling my stock.Hi unhappywithHP2,
I have sent you a private message. If you are not sure how to check your private Messages this post has instructions that will guide you through the process.
http://h30434.www3.hp.com/t5/First-Time-Here-Learn-How-to-Post-and-More/How-to-check-your-messages/t...
Regards,
George
I work for HP -
Honestly, Safari 3.1 = the worst web experience I have ever had.
Maybe it's just my opinion, but I loved Safari for all those times before this update. When I updated it my whole computer was extremely slow. All the applications took a very long time to run.
When I actually click on the Safari app, it took at least a good 4 minutes to fully load, no joke. And then to go form website to website that was jsut total torture. I have never had a slower web experience.
I finally decided to clear my Cache. Once I did that everything seemed to run a lot smoother. Then every few minutes it randomly quit on me. Last night I was using Safari [after I cleared my Cache] for about 15 minutes. It quit on my 7 times. What's up with that?
I have finally decided to stick to Firefox, I am sorry. But Safari isn't showing what a web browser can really be.I've restarted my computer several times - no difference. It's like ever since I did that software download/upgrade a few days ago my hot-key functions have been re-wired in gmail: the shift key works as an apple hot-key thing, so things jump around and such whenever I push it and it goes to different typing fields or navigates backwards/forwards through safari windows in connection with various letter keys...
This is kind of hilarious, I must admit, but I need that gmail account to work for my job & it is not working properly.... So that's rather less than ideal and just plain confusing. Anyone here have any idea what's going on and how to fix it? This isn't my idea of a helpful upgrade...
Thanks,
Leif -
I have been a customer for your coverage for quite a while. Since the upgrade to the Notes for my Wife and I we have continuous dropped calls in our home. We never experienced this before with any of our previous phones. I got rid of all my house phones because I had such dependable service but not any more. What gives with this model phone? We are about ready to leave Verizon. We need a dependable phones. All I get when I call Verizon is that they want to go through all this ** which I did and then they want to replace the phone. I might think that would be a problem except that both my wife and my phone are doing the same thing. Looking at coverage it says I am in the best zone so what can I do?
Unfortunately from my experience not much can be done from our end a clearly big red doesn't support the device. This was a direct quote from a service rep. I was told I am in an area of marginal coverage although I have been a customer for more than 10 years in the same area. I didn't have an issue until the 4.4.2 update. I have replaced sim cards received replacement devices and sent the phone I'm to Samsung for service. None of the above have solved the issue. So we either deal with the issue or upgrade the phone. Big red has been no help at all and it does make you want to change providers. As I was to Verizon just sells the phones and cannot help end user experience very frustrating. I have been dealing with dropped call, missed calls, poor signal, and missed text messages for months.
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The worst service I have ever had with apple.
Ok, about a week ago my ipod mini started to show very obvious signs of hard drive failure. I now know this is very common with ipod minis. I took this ipod to the apple store in victoria gardens, and got an appoitment at the genius bar. I have never seen in my life such poor management. They tried to find every reason in the world to not replace my ipod with a new ipod. Not REFURBISHED new. I do not settle for refurbished parts. Now it states in they're warranty that I have three choices. 1 replace the ipod with a new one. 2 refund money. Or 3 get a refurbished ipod sent to my home. I of course wanted my money back because i don't want this problem to happen again. Refurbished parts are crap! My ipod is still under warranty and I demanded the money. Apple said we choose what option you get but no where does it say on they're warranty they choose. I argued with the store for almost 2 hours but they would not budge. I want to know if They should have given me my money back or is this a common issue with apple? All I know is that Next weekend I'm probly going to be potitioning outside apples door. And if this problem is not resolved I will never deal with apple again. I have also reported them to the better business bureau for inspection.
DELL Windows XP
DELL Windows XP"Apple said we choose what option you get but no where does it say on they're warranty they choose".
No? This is from the warranty. I've highlighted in bold the 3 words you seem to have missed.
"If a defect arises and a valid claim is received by Apple within the Warranty Period, at its option, Apple will (1) repair the product at no charge, using new or refurbished replacement parts, (2) exchange the product with a product that is new or which has been manufactured from new or serviceable used parts and is at least functionally equivalent to the original product, or (3) refund the purchase price of the product." -
Verizon Wireless has the absolute worst customer service I have ever received. The in store reps are unprofessional and spend more time texting and taking personal cell phone calls than in helping customers. They are not at all knowledgeable and even state they do not know what they are doing. When you call customer service you get jerked around and passed from one person to the next with no one knowing how to fix my billing issue. I have received NO call backs that were promised and the latest person I spoke to was incredibly rude. Sanita from Sacramento refused to even give me her last name or the last name of her Manager Nick so that I could follow up. I am incredibly disappointed at how poorly I have been treated. I will make sure to tell everyone I know about this experience and as soon as my contract has expired I WILL be leaving Verizon services after 10 years with the company!!
This is a customer to customer forum, so this is not the place.
What is going on with your account? maybe we can help you. -
DSL Not Working for 7 Days and Tickets Closed without Resolution - Worst Customer Service
My DSL light has been blinking for 7 days. A technician came out Monday and checked inside my house and outside. He said the problem is outside, that there is an issue with the wires on the street. He said that the "Home Office" needs to internally switch the wires. The technician went to the "Home Office" which is right down the street but the technician was not at her desk so he put in a request for the wire to be switched. In the meantime, he manually switched the wires to get the internet working but said the internet would go down for 5-10 minutes when the "Home Office" did the official switch. When I got home from work, my internet was not working and my DSL light was blinking again. I immediately called Verizon and was told that my ticket had been closed and that a technician would need to come out again. Since the technician had already been in my house that morning and confirmed the issue was with the wires on the street and not my house, I told them no one would be home because I could not take another day off from work. It was understood that the technician could reach me by cell phone if he needed to talk to me but he was coming to look at the wires on the street. A visit was scheduled for the next day, Tuesday. I received a voice mail from the technician that he would be at my house in 20 minutes and would call me when he arrived. I never heard back from him and when I got home, my internet was still down. I immediately called Verizon to check on the status of the ticket. At first, the agent couldn't even locate my ticket but then informed me it was closed. I questioned the closure of the ticket since the problem had not been resolved. I then proceeded to be on hold for an HOUR while the agent tried to find out why the ticket had been closed. After an hour, the response was he didn't know and that I would have to open another ticket for an agent to come out AGAIN. The agent then insisted I needed to be home because the technician needed to check inside the house despite being told by me that the technician had already been in my house the day before and confirmed the problem was on the street. The agent then told me I needed to be home so the technician could update me. I told the agent the technician could call me on my cell phone since he clearly has the phone number since he called me on Monday AND Tuesday. The agent agreed and I gave my cell phone number again for the technician to call me. There are no appointments available until Thursday which will be 8 days since the internet went down. At this point, after 3 tickets opened, two that were closed without the problem being solved and two site visits with a third scheduled and 60 minutes on the phone,I am doubtful the issue will be resolved Thursday. I've reached the point where if the problem isn't fixed on Thursday, I am canceling my service with Verizon after six years. I shouldn't be paying for service that Verizon can't even provide because their own technician can't fix an issue with the wires outside my house.
This experience has been frustrating and the worst customer service I've ever experienced.Your issue has been escalated to a Verizon agent. 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. Please keep all correspondence regarding your issue in the private support portal.
If a forum member gives an answer you like, give them the Kudos they deserve. If a member gives you the answer to your question, mark the answer that solved your issue as the accepted solution. -
Worst Customer Service Installing New Phone Line
I am experiencing the worst customer service i've ever dealt with. First it took 3attempts to set up a home phone line. Verizon scheduled me between 8am-12pm the first time and came around 2:30, no one was there. Second time we scheduled between 12p-4p, they came around 8:30am. No one was there. Then they wanted to schedule again 5 days later. I wasn't having it, so they schedule next day (Sat) between 8am-12pm. Finally a technician came. He installed a new phone line. I needed this line for my son who was coming home on house arrest. All of this was explained to Verizon. The longer it took them to install the line, the longer he would be in jail. After the line was installed, my son came home on Friday, 7/3. Some time on Sat 7/4 The line stopped working, and 1am he was re-arrested because there was no phone service.Today is the 9th and still there is no service. I sat in my cvar this morning from 7:45am to 1:15 pm waiting for a technician who was supposed to be there between 8am-12pm. After numerous clls to Verizon, and numerous promises to call me back, no one ever called back, and the phone is still not on. I have never had a customer service experience as bad as this EVER! I am so glad I have my wireless with Sprint. I have Verizon FIOS at my home in Jersey, but this phone is in Philly. To top it off, one Verizon employee tells me today that The house arrest equipment doesn't work with fiber optics. Why wasn't I told this when I first ordered the service? I'm still waiting for a Verizon Supervisor to call. My last call, i was conviently disconnected while being transferred to a supervisor. Because of Verizon's no care attitude, now it will probably take another week before my son is released again.
Hi chopsuper,
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 at the top of the middle column 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. The title of your post is the link. 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. -
i can not re install Adobe Acrobat 7.0 professional on my computer. It is saying a qualifying product is not detected. I cant even get through using the customer service line they provide 800-272-3623. This is the worst interactionI have ever had with a company.
Hi joej49728017,
I am so sorry for the inconvenience caused. However this is just because Adobe Acrobat 7.0 is an outdated version & the now the activation server for it does not exist.
Please refer to the following KB doc. Error: "Activation Server Unavailable" | CS2, Acrobat 7, Audition 3
The above link will help you to install a special version that does not require activation.
In case you further need any help, please let us know. We will be more than happy to help you.
Regards,
Aadesh -
DISGUSTED, HORRIFIED, ANGRY, WORST CUSTOMER SERVICE EXPERIENCE I'VE EVER HAD at Verizon Wireless.
DISGUSTED, HORRIFIED, ANGRY, WORST CUSTOMER SERVICE EXPERIENCE I’VE EVER HAD at Verizon Wireless. I have been trying to return my Iphone 5S for the past week. I’ve been to 3 different Verizon Wireless stores in 2 states and have spent countless hours trying to get the return processed. The Verizon Wireless IT system is literally INCAPABLE of processing my return. I purchased an Iphone 5S under the Edge plan. I traded in my old Iphone 4S and was given a gift card. This gift card went towards the payment of the first month of the Edge plan, the tax on the 5S, and a screen protector. When I tried to return the device after 1 week the system literally could not process the return in multiple stores. A call was put into the operations department on my behalf 5 days ago and I haven’t heard anything back. I am not looking for a handout or a freebie I just want to return my phone as I am allowed to do under Verizon Wireless’ terms and conditions. Today is the last day of the 2 week return period although I was assured by a store manager that this will not apply to me due to my situation but I am skeptical given the situation. I would like to get this resolved ASAP. I am incredibly frustrated and disgusted and if/when I am able to return this device I would strongly consider leaving Verizon. I would think the largest carrier in the country would be able to process a simple return. This is totally unacceptable.
Hello cmc29,
I would like to truly apologize for the state of affairs you’ve found yourself in, as it’s never fun to be without a washer (or dryer) for any length of time. For me, laundry just seems to appear overnight, and I can only imagine how daunting of a task washing all of it would be after watching it pile up for a few weeks. I’m sure it only complicated things when our appointments continuously fell through for various reasons, and I’m sorry for the aggravation this added to already frustrating situation.
When your delivery day arrives, you should receive a call from us to narrow down the time frame to a 2 hour window. This is done because our delivery agent’s schedule isn’t fully determined until the day of service as our customer’s needs may change prior to the delivery date. These routes are then best optimized to fit the appointments scheduled for the day. After looking through your delivery date for your dryer, I see that your slot was from 5:30 to 7:30. Something was clearly miscommunicated if you thought otherwise though, and it’s even worse to hear that it arrived in less than pristine condition. Please know that I’m looking into this to see what options we may have to fix this.
Upon review of your order, I see that your washer is awaiting transit from one of our warehouses to one near you. Please know that I’m currently collaborating with both of them to make sure they are aware of your impending delivery date of 8/4, and I’ll update you as soon as more information becomes available.
I greatly appreciate your patience, and I’ll be in touch very soon.
Alex|Social Media Specialist | Best Buy® Corporate
Private Message -
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 sincerelyUpdate - 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 -
Worst Customer Service at Store # 438 - San Diego Mission Valley
For the second time I experienced last night the worst customer service at any store I've been too. I don't know if the employee (Jackie) is to blame or General Management (or Corporate Training Management) but I have been so unlucky to have to speak with this person for the second time. I will describe the two experiences to see if this is the kind of Customer Service training this people get:
The First time I talked to Jackie at the Customer Service desk I was there to return a Camera I had purchase and was not happy with it. This time she informed me of the 15 days return policy (never looking at me or my eyes, always looking down at the computer, never smiling, sounding rude and with a tone of voice of are you stupid?). I had to inform her I was an Elite Plus Member and I was entitled to a 45 days return policy. To my surprise even though she went into her system and verified I was an Elite Plus Member she dared to tell me: "Maybe when you bought the camera you were not an elite plus member, so you were not entitled to the 45 days return policy". Then I assured here this year alone I had spent already over 10,000 dlls at that particular best buy store (mostly) and I was definately NOT NEW to the Elite Plus program, even mentioned I had been a Silver Member since 2009 with no stop. To my surprise again she insinuated I was a liar and said: "How can I be certain of that?"... I mean, are you for real? Do BB train people to talk this way to customers and call them liars? Why would I lie about this kind of thing? Why didn't she bother to check online when my Elite Plus Status kicked in? Anyway after arguing for a while and having to put up with her she offered the refund in a Gift Card which I said FINE, I had to get going, and anyway I usually buy a lot of stuff here, so that would not bother me. But she made me feel not welcome at the store and made me consider other store options with good customer service.
As if practially being called a liar wasn't enough, last night I had my second encounter with this same Jackie rep at the Customer Service at the same store. This time I was there to exchange a ASUS Transformer Pad I had bought in Vegas (during a trip I made there). The tablet was defective and battery only lasted 1 hour. I received the same treatment, (never looking at me or my eyes, always looking down at the computer, never smiling, sounding rude). Never explained my options or said, don't worry we will take care. She seemed so unhappy as usual and kept me in suspense to see what was going to happen until I asked her. She then said she was waiting for someone to pass by and go get a new tablet (which I was hoping for). After a few minutes somebody passed by she asked for the tablet and at the time of procesing the exchange she tells me: "where did you buy the table?" I responded in Vegas. So she said, ok well, there is a CA recycle fee you have to pay now. I argueed, I am not buying it, I bought it in Vegas and it was defective, I am only exchanging it, why am I am being now charged 3 dollars more? To my surprise what she responded was: "well, this is the way it is, if you don't like it, then go back to Vegas and exchange it there" (on a very "are you stupid" kind of voice)... Seriously I had enought and said, OK just charge my card and write your name on the receipt (which she gladly did).
I don't know if she is to blame or the Management at the Store is, but she obviously lacks people skills and definately has zero training. She knew I was an Elite Plus Member again and did not care to be a bit nicer about it. Honestly I had never experienced this kind of service anywhere before, she made me so upset I did not even want to talk to the General Manager or whatever available manager because I was then going to be extremely rude and I don't like to be that way. So I had to go home and cool down.
Then I decided to fill up the customer feed back and write about my experience, but I am also hoping to reach the corporate offices with this post. I am hoping the store gets a service audit in case you have any interest in us (customers) coming back and purchase at the store. People are moving to purchase online and there are plenty of stores and good offers to take advantage of, but I am one of those who love the store purchase experience (not at this bestbuy thought).
To finish my post I am telling you last night I had the intention to get a 4K 55" TV at the store after my exchange. Ask me if I went ahead with my 1,800 dlls purchase?Hello saulillo,
There is never a circumstance where it is appropriate for our associates to behave in the manner that you describe. In addition, it is imperative that our representatives are informed on our policies and procedures -- such as our Return & Exchange Promise -- so that your experience is both smooth and painless. I apologize for your having to cope with such unprofessional behavior and incorrect information.
I will pass your remarks in full along to the store leadership team. It is my hope that they will use your feedback to ensure that you -- and our other customers -- have an improved experience on your next visit.
I am extremely grateful that you took the time to write to us about your experience.
Sincerely,
John|Social Media Specialist | Best Buy® Corporate
Private Message -
Absolutely the WORST customer service!!! Customer disservice is more appropriate! Bring back support to the U.S.!
Hi richmc. I will only deal with the last part of your message.
You say that you want to use Outlook 2007 to collect your mail. That is not a problem, it is just an email client. BT do not supply this email client. Microsoft do.
You cannot expect BT to be able to assist customers with all the different email clients available to use. You can get the server details etc to set it up yourself.
Most ISP's are the same on support issues for things that they do not supply.
BT do have a paid support service if you did want to use it but for things like email setup it should not be needed.
You also say that you have your own domain names. These NEED to be hosted somewhere to be able to use them for email.
I don't believe that BT do hosting anymore(Could be wrong). So you would need to get in touch with a hosting company, someone like Nethosting, 1&1, GoDaddy etc to set up an email hosting account and then set up your email client to your hosting companies email servers.
toekneem
http://www.no2nuisancecalls.net
(EASBF)
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