Apple Support- Not all that supportive

 

And so I was told that I might need to go in for a new iPad since it was concluded that servicing also may not restore my iPad since they may not have parts for such an old iPad. I was told that there may be something wrong with the hardware or that the new software update of 10.3.4 is not compatible with my so-called old IPad 4.  

So basically, in other words, it was decided by Apple Support that the problem cannot be fixed. I proved Apple support wrong! My question was why would you send me a message to update my iPad to 10.3.4 if it was felt that it would not be compatible with my iPad and would encounter definite errors while updating it. I would have thought that before sending us a message to update to the new version, a reputed company like theirs would test and try their new software on old devices thoroughly and in detail to ensure that no errors occur.    

 I was so hoping that by calling Apple Support, my problem would be resolved based on the detailed report I gave them about the problems I encountered while updating and restoring my iPad through iTunes. But I was disappointed to find that not much was done at all to work around the problem or even try to address it effectively. It is like the Apple support team in America is just there to advise you to take your device to the nearest Apple store or third-party store for servicing at an expensive price or to motivate you to purchase a new Apple device instead. Their Asia Pacific Support team is much better because at least they try to work at it with you and follow up on it if they can't resolve the issue right away. At least that is the experience I had with their team in Singapore.   

My iPad was totally locked and was not even getting restored to factory settings leave alone getting updated.

Anyway as determined as I am, I didn't give up! Persistence is the key! So I kept on at it and for two days desperately tried several times to update and restore my iPad through iTunes by repeatedly trying all that I could based on the information available online through deep research of various websites and user experiences. It was actually quite frustrating! But I did not want to buy a new iPad or even try to send it for servicing at $250 or something when there was no guarantee that it would be restored. Moreover, this was a gift from my parents and so all the more I wanted it to be fixed. 

Fortunately, I had created a backup on iTunes but even during the backup process there all my photos were not getting included in the backup right away. So I had to devote a lot of time and energy to resolve several issues and errors in what is usually a fast process. As of late, the Apple servers are not as reachable at all times as it is. But I kept repeating the process of rebooting both devices, unplugging them several times, turning off the security software as well as disabling the firewall for some time to avoid blockers of any kind, trying different USB ports etc. This all happened despite the iTunes that I have on my laptop being the latest version. 

At one time, I even thought that the USB cable may be damaged since in the device connectivity test on iTunes, it reflected as "no iPad found" under the 'Ports' section. iTunes was not acknowledging or recognizing my iPad for some reason and was displaying error 6 every time I tried updating or restoring it even to factory settings. But I kept trying it over and over again! 

I even read somewhere that this could be because of third-party security software. Somewhere it said to check host files too because after that sometimes it may or may not recognize the device. Another option was to temporarily remove security software to isolate the issue but they don't uninstall completely and I did not feel like doing a clean-up on my computer. So it went on and I read a lot about the error I was encountering and it certainly increased my knowledge. I may not be working in the technical field but years back I did Web Designing with E-commerce which has left some technical impressions on me. But what do others do who do not have the time, patience, or technical knowledge to resolve such a problem on their own but cannot rely on the much-needed support from the Apple support team? 

And after much persistence did I finally receive the desired result! And so I did it at last! I fixed my iPad and was allowed access to it. I could restore my iPad from the saved backup to the way it was before and that too with the latest update! It took time, patience, research, and will to resolve this on my own. Army brats don't give up that easily! Two days of persistence & not giving up come whatever may... 

But I wish one could look up to the support team to work together with the customers to make their products work. As a traditional thinking customer, I want to deal with a company that offers me lifetime support and extended warranties of products. I would want the products to work a lifetime like the Hitachi products or other Japanese products that we bought in the 80s  since I don't like to keep buying new devices and discarding the old ones.

 Apple should work together with its customers to repair them. Somehow I get the feeling that Apple's concept is to discard old devices for the new ones because of compatibility issues or update issues with old devices which I don't subscribe to. That may be the reason that parts are not easily available to repair old devices though in India I know people who can repair any device and for a much cheaper rate. The new software should be able to be updated easily on old devices too.  

 I wish Apple would offer long-time support to customers as people like me would value that. Without it, I am not that keen on buying their products however famous they may be. For that reason to date, I am debating between purchasing an iPhone and a Samsung phone. Let's see if I am motivated and convinced enough to go for an iPhone. Actually, I don't find Apple devices reliable at times since my photos and notes keep disappearing from the device on their own and after months resurface from somewhere again on their own. Many I know have faced the same problems. I hope Apple can resolve such issues. But above all their product management and customer support area need refining.         

    

Life was always fragile but more so now! In these very dark times, also lies more difficulties and heartbreaks. Families cannot be there for each other to support each other as travel restrictions have become more rigid than ever before. I am seeing so many suffer around me every day because of it. 

 However much positive you may try to remain, you cannot escape the pain you feel to see others in pain at this time. So many I know could not make it on time to be with their loved ones who lost their lives to this deadly pandemic and so many others are trying so hard to overcome all the obstacles of airlines' travel restrictions and visa or passport related problems to make it back home to India or elsewhere to be there for their old parents or any other loved one. The delay in their emergency travel is naturally affecting them so badly! 

Each moment weighs so heavily on them and they feel just lost, helpless, and stuck when they are not able to reach their families right away and they have to wait for appointments for emergency visas or for their passports that have gone for renewals to be returned to them. They have to wait for appointments as walk-ins are not allowed during this time. But time is the biggest factor here as life does not wait for anyone...What do people in such situations do? Do they just resign to fate and let life take its natural course of action? Do they just keep waiting for things to happen while each breath of their parents is difficultly taken and their eyes search for them?      

To add to it, it is difficult to get emergency visas for people without a letter from the patient's doctor and it is so difficult to reach doctors from overseas in these times particularly because they are not able to answer phone calls or emails in these trying times. One shouldn't have to go through this! I witness that every day here and my heart goes out to their families and them. We as a family had been through that too some months back when we had a medical emergency back home and each minute was so difficult especially because we had to first tackle the challenges of completing all pandemic-related travel formalities in the form of various documents and tests as well as get an emergency visa.  

A person I have not yet met but got acquainted with through our neighborhood group is having such a tough time making it to India right now even though she has able to gather most of the required medical documents for her emergency-related travel with the exception of a letter from a Doctor and her passport which is stuck in the renewal process right now. Her in-laws are in critical condition. 

For so many days now she is trying to make it back to India but she is facing many challenges despite having medical reports of her in-laws indicating that they have COVID and severe infection. I am doing my best to be there for her and try my best to give her emotional support as well as some useful advice. But that is not enough as she needs to be on her way to India as soon as possible! This is what made me share my thoughts here today. 

 Right now we as Indians are there for each other here and have come together in providing all forms of support to people back in our country. But what is needed is something more! We have to assist those who need to travel back home due to emergency situations by helping them out in quickly coordinating their travel arrangements and preparing all the needed documents for their travels. At that time one is already so lost and having to deal with all this stuff makes matters worse.  I remember how I was running around for printouts of all the required documents for my travel at the last moment as the airports especially in the destination country required that. 

We need entire support from our Indian community leaders here to work with the Consulates in organizing more emergency helplines and help desks in every city here to assist people in emergency situations in every way possible. I am sure that the large population of Indians in the United States can easily manage to do that and gather volunteers too. It is true we all are doing our bit and helping out each other the best way we can but it requires more structure and definition! And for that different groups, institutions, and organizations will have to work more closely together to assist people traveling for emergency purposes. Let's make it easier for all as they already have so much on their minds at that time and have a long journey to embark on to reach their loved ones to help them get better...Some are crossing over that long-distance just to bid a last farewell... Each journey requires so much support when taken for reasons of a medical emergency in the family or a sad ending. And that is why we need to support them more at that time and make things easier for them...

https://twitter.com/nickikaps/status/1392750153082163202?s=20

                     

 https://twitter.com/EngrMitaliB/status/1392707071183769603?s=20 

Professional Complaint Management by Xfinity/Comcast Representative

 

 It is so important to keep checking your utility bills to ensure that you are not being overcharged. The other day I realized that I was charged around $86 or so extra on my upcoming bill with Xfinity. 

All this confusion may have been created due to the lack of co ordination between departments. Already there were extra charges during the time my plan was on seasonal hold when I was outside the country and later the end of the previous contract as well as the transition into a new TV/Internet plan added to the confusion and there were charges ( which included equipment charges, shipping & handling charges etc.)  that were not supposed to be there as per the assurances of the previous representatives and escalation manager that I had spoken with since I was not supposed to be charged for rental of modem in my package. So all the more I was shocked and irritated when I saw the bill and called Xfinity right away. After much time and working around the IVR to get connected to an agent, I managed to get in touch with the Loyalty Dept.

 It was time consuming but I went over each and every charge on the bill with this wonderful lady Erendira (Employee Id 3578806) who was so patient, empathetic and supportive. She ensured that the charges were removed and even gave me her employee Id # for reference to our conversation should there be any bill related problems later. After long I enjoyed a pleasant customer service and was so impressed by her professionalism. Now that is the kind of customer service I would have given to my guests had I still been working as a Manager at the Hotel. I always feel that it is so important for customers to receive smooth and refined customer service and they are entitled to it. And lately Xfinity/Comcast is doing a great job and all their employees are being supportive and understanding particularly during COVID times. They are trying to be flexible and have been waiving off certain fees or giving credits. The same cannot be said about AT&T or PG&E for that matter since their representatives are displaying lack of interest and arrogance in dealing with customers recently.

Xfinity representatives seem to be well trained and are adding an extra touch to the customer service experience. Of course their packages could be slightly lower price wise during pandemic times. But they are ready and willing to correct a problem to retain you as a customer. Like their escalation manager Jacob said that customers are always welcome to contact with them should they have a problem as there is nothing that can't be fixed ! His words were very deep and meaningful. Now that is the sort of customer service interaction one looks for ! 

All their representatives have been great and my compliments to them ! I may not remember all their names. But still I try to write down their names and employee id so that I could write about the experience in my blog after taking their permission . The least we can do is to give them the much deserved recognition and applaud them for working hard to give us good customer service even in these stressful times ! I was able to enjoy a pleasant customer interaction with Xfinity because of Erendira who is an asset to her company! People like her make the brand name popular !     

             

Amazon India-Needs to match Amazon U.S in it's customer service

As a loyal customer of Amazon U.S, I would like to say that I enjoy shopping there and I'm quite satisfied with their customer service. Their customer service representatives are professional, helpful and demonstrate willingness to resolve issues.

However I am disappointed with Amazon India. In the past few months, I ordered some Face Shields and household appliance on behalf of my parents on Amazon India website, I feel that they do not deliver what they show or promise on their website. The face shields that I ordered were not packed correctly which resulted in the visors getting crumpled and damaged. The appliance that was delivered was not the one I ordered in the sense that it was not the same colour and did not include some of the features as reflected on their website. I wrote to them about it but they remained unresponsive. They mislead customers in that way. They don't even allow a customer to freely provide or post genuine reviews of their products on their website.

The Amazon India customer service representatives need to refine their approach and services tremendously to ensure that a customer has a smooth as well as pleasant shopping experience. Instead they make it impossible to escalate a matter. In fact their customer service is so lacking that one cannot seek any information or resolution from them regarding an issue. There is no follow up whatsoever !

LIVPURE - Die-hard unprofessional customer service

One has to endure unprofessional service from Livpure every time one interacts with them.
The person named Rakesh who services Noida area  is  quite rude and hostile. He has been harassing a senior citizen customer by continuously delaying and eventually denying timely service as discussed . In fact he orders to be reminded about the appointment instead of noting down the appointment time.
They no longer give a reference number for service request. And they do not even send reminders as was the protocol for the due three months service even after taking Rs.8000 for maintenance contract.
The senior citizen even renewed the maintenance contract and yet their water purifier has not been serviced for six months. I wonder how the corporate office of Livpure can hire such unprofessional people who do not even know how to deal with customers leave alone give good service. Highly unreliable !
I have made the senior citizen call their toll free number to request for intervention and ask them to follow up on the service request. It remains to be seen how they handle it !

CLEARTRIP HAS TO BE HELD ACCOUNTABLE FOR IT'S CARELESS & UNPROFESSIONAL ATTITUDE !

Cleartrip must honour their obligation and commitment to the customers by giving them the same fare with the same airlines when they cancel the ticket much later after the transaction and sending the ticket booking confirmation.  Or this becomes a Consumer Court case and they will have to pay damages ! I have already consulted a Lawyer and so consumers must know where they stand on such issues.

 Customers in similar situation with them should demand immediate action on this ! No words but action !

Cleartrip cannot violate the rights of a customer and as a reputed company they must stand true to their commitments to their customers !

Failure to live up to their commitment will result in a consumer court case against them and a petition against them. Let's see then as to how they stand up to their so called reputed name. Customer stand together against Cleartrip if you have faced a similar issue with Cleartrip. I urge you to stand up for your rights !

CLEARTRIP LOSES IT'S PROFESSIONAL TOUCH !

https://www.facebook.com/1488537028142174/posts/2329053080757227/