Evening all,
Currently experiencing absolutely terrible support from B2X so much so I felt compelled to post about it here to name and shame how terrible this company is at support.
Situation is, I have a Lumia 950, very well looked after but I dropped the screen many months ago (from a small distance I might add) and there is a crack across the screen.
No problem, I've taped over this and the phone continued to function fine for several months.
Unill, it simply stopped working one day, totally dead, no function in it whatsoever, it simply stopped working while it was in my hand.
Speak to B2X online chat, and explain the situation.
They tell me to raise the request as "Phone is totally dead" and send it off, but include a note with my email address so that if they want me to pay for the screen repair, then they can get in touch.
So I do this.
First of all - B2X fail to inform you the DHL account number which is actually required in order to get DHL to pick up the parcel (either from your home or a drop off point), if you open a chat with them, they tell you the number.
So, that is one trip to the DHL drop off point wasted, an hour of my time consumed.
Phone gets sent off....
1 week later, phone comes back saying "Phone has been visibly damaged (cracked screen), please send back for quotable repair".
So, I speak to the chat again, this time, the person on the chat creates the appropriate service request (not me), and assures me that this time, they will be in touch for payment to repair the screen.
So I send the phone off a second time.
4 days later I check the repair status and it says "NOT_REPAIRED", I queried this with them, and they said "Oh this just means your phone is not repaired yet"
1 day after them telling me the phone should be getting repaired, it comes back with the same note as above.
Totally disreagrded the note inside the package, no contact from them at all.
So, back on to the chat, after much messing about, it gets escalated to a "superior support team" (their words), who will be in contact within 24 hours.
3 days later, nothing, so open up the chat again.
Then I get an email from the "superor support" asking for a job sheet. I reply immediately.
2 days later, nothing, so open up the chat again.
They call me and a lady said they will send me a quote to get the phone repaired.
That was 5 days ago. Every time I query the support, I get a robotic response "It is with the superior support team, I can't give you an ETA".
They also refuse to give me any details of how to complain or log a complaint.
I've been without my phone for 1 month now.
B2X - your support processes are atrocious, your customer support is appaling.
Microsoft - shame on you for outsourcing the support to such a rubbish company.
I actually bought 2 Lumia 950s for my parents this Christmas, as I still like the phone and the platform somewhat. But no longer do I feel any loyalty to Microsoft after this.
Absolutely terrible...
Currently experiencing absolutely terrible support from B2X so much so I felt compelled to post about it here to name and shame how terrible this company is at support.
Situation is, I have a Lumia 950, very well looked after but I dropped the screen many months ago (from a small distance I might add) and there is a crack across the screen.
No problem, I've taped over this and the phone continued to function fine for several months.
Unill, it simply stopped working one day, totally dead, no function in it whatsoever, it simply stopped working while it was in my hand.
Speak to B2X online chat, and explain the situation.
They tell me to raise the request as "Phone is totally dead" and send it off, but include a note with my email address so that if they want me to pay for the screen repair, then they can get in touch.
So I do this.
First of all - B2X fail to inform you the DHL account number which is actually required in order to get DHL to pick up the parcel (either from your home or a drop off point), if you open a chat with them, they tell you the number.
So, that is one trip to the DHL drop off point wasted, an hour of my time consumed.
Phone gets sent off....
1 week later, phone comes back saying "Phone has been visibly damaged (cracked screen), please send back for quotable repair".
So, I speak to the chat again, this time, the person on the chat creates the appropriate service request (not me), and assures me that this time, they will be in touch for payment to repair the screen.
So I send the phone off a second time.
4 days later I check the repair status and it says "NOT_REPAIRED", I queried this with them, and they said "Oh this just means your phone is not repaired yet"
1 day after them telling me the phone should be getting repaired, it comes back with the same note as above.
Totally disreagrded the note inside the package, no contact from them at all.
So, back on to the chat, after much messing about, it gets escalated to a "superior support team" (their words), who will be in contact within 24 hours.
3 days later, nothing, so open up the chat again.
Then I get an email from the "superor support" asking for a job sheet. I reply immediately.
2 days later, nothing, so open up the chat again.
They call me and a lady said they will send me a quote to get the phone repaired.
That was 5 days ago. Every time I query the support, I get a robotic response "It is with the superior support team, I can't give you an ETA".
They also refuse to give me any details of how to complain or log a complaint.
I've been without my phone for 1 month now.
B2X - your support processes are atrocious, your customer support is appaling.
Microsoft - shame on you for outsourcing the support to such a rubbish company.
I actually bought 2 Lumia 950s for my parents this Christmas, as I still like the phone and the platform somewhat. But no longer do I feel any loyalty to Microsoft after this.
Absolutely terrible...
from Windows Central Forums //forums.windowscentral.com/showthread.php?t=448943&goto=newpost
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