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I have been trying over multiple calls with NOS since September to fix damage they caused to my rented home 169 days ago. They promise to call back and follow up but do not. All of the below interactions can be proved by phone call logs to and from NOS. 

26.09.22: NOS-contracted engineer comes to install internet and causes two problems: #1. damage to a wall (broken plaster, hole in wall where there shouldn't be) and #2. a problem with the window, meaning we couldn't close it. After doing the damage, the technician said that it wasn't her fault and that she didn't know where the socket was on the other side of the wall as it "was not her house". I expect a higher level of professionalism from someone whose job is to install internet in other people's homes. She should have measured before drilling through the wall. She also didn't tell me about the window issue, I only found out after she left.

27.09.22: I called customer service who filed a report. I was advised to go to a NOS shop and add photo evidence to the report

28.09.22: I went to NOS Amoreiras and sent photos to NOS email address of person working there. He said he would add them to the report and I would receive a call back. I have email evidence of sending the photos to him

14.10.22: No one has called me back, so I went back to the shop, they got someone to call me. Another support ticket was raised and they promised to call me again

04.11.22: I called to follow up, as no one had contacted me. Was promised call back

09.11.22: I called to follow up, as no one had contacted me. Was promised call back

09.11.22: Received call back - was advised they couldn't see the photo evidence and the customer support person guided me to submit the images a 2nd time online (I later found out that the employee at Amoreiras hadn’t completed the report as promised)

10.11.22: I called to follow up, as no one had contacted me. Was promised call back

11.11.22: Received call back, promised two people would come to the house to review the problems. Was asked by NOS if I wanted them to fix the damage or I would prefer to do it myself and bill them. I requested they come to fix it

11.11.22: One technician came to the house to solve problem #2 (window) only

15.11.22: Received call back, I reported that problem #1 was still not fixed. Was promised call back

25.11.22: I called to follow up, as no one had contacted me. Was promised call back

14.12.22: Saw all support tickets had been closed as resolved even though the issue was still open. I called to follow up, as no one had contacted me. Was promised call back. I said that in my experience I wouldn't be called back. The agent promised to call back personally

17.01.23: I called to follow up, as no one had contacted me and the December support ticket had also been closed. Was told I need to submit the photos for a 3rd time and that I need to go to the shop to do this as there is no longer a way to do it online. I submitted a formal complaint to Livro de Reclamações Electrónico online, as I was so frustrated about the hours I have spent on this issue with no resolution and had given NOS more than 3 months to resolve the problem.

20.01.23: I went to the NOS shop in Amoreiras to submit the photos of the damage for the third time as advised to do by the agent on the 17.01 The employee there says the person I submitted them to on 28.09.22 no longer works there and that he had failed to submit the report properly as she couldn't see it. She said she also couldn't see the photos I uploaded via the online form in November. This form is no longer online, I assume because it had technical issues. She requested customer service to call me. They did and I spoke to a lady who apologised, and said it should not take this long to fix the issue. She said someone would call me back in around 3 days

25.01.23: Still no call back as promised

01.02.23:  I called to follow up, as no one had contacted me. The agent said she was forwarding the issue and someone would call me back. I asked that if they didn't reach me the first time, if they could please call again. I see now that the open pedido in the Apoio ao cliente was closed AGAIN without any resolution / call back on Feb 1st, and there are no open tickets even though the issue is still unresolved. It seems that the support team can choose to close support tickets without taking any further action?

06.02.23: Ines Carmo calls me related to the Livro de Reclamações Electrónico complaint, and says she will review and get back to me. I explained the situation briefly and that I am waiting for NOS to come and repair the damage themselves.

08.02.23: receive email asking for "document with budget and receipt of repair done" to comprovativos@nos.pt.  There is no document, as I have said multiple times, I am requesting that NOS come and do the repair themselves, as was offered to me back in November. I also have requested that this is a different technician that the one who did the initial damage. The email said I could call 218290507 for any clarification. This number does not work. 

09.02.23: sent email to comprovativos@nos.pt requesting a technician to come to the house and asking them to call me to arrange this

15.02.23: still received no answer to my email so followed up again via the email thread

27.02.23: still received no answer so tried calling. All lines busy, so I requested a call back. I followed up by email again to comprovativos@nos.pt

03.03.23: I called to follow up, as no one had contacted me. I called and asked to be connected to Ines Carmo and someone promised to call back 4th March.

15.03.22: 169 days after the damage was done, I am still waiting for a resolution 

 

This level of service is totally unacceptable. They have repeatedly lied to me, given me incorrect phone numbers and emails to write to, and wasted hours of my time. I don't know what to do next, does anyone have any contacts where I can escalate this issue?

  1. @Fórum @Forum NOS 

Tenho 23 casos de apoio que foram abertos na Área do Cliente. Apenas 2 deles foram efectivamente resolvidos. 22 foram encerrados pela NOS sem que eles tenham tentado contactar-me ou resolver o problema. De que serve um sistema de bilhetes de apoio se a equipa pode encerrar os casos sem tomar qualquer medida?

Ver: https://forum.nos.pt/topic/show?tid=36971&fid=4

@Fórum 


What an annoying situation @ARH !

This is the way to go in order to solve everything https://www.livroreclamacoes.pt/INICIO/ (at least I hope so). Open a second complaint


Thank you @CP001 , I appreciate your answer! Unfortunately I already tried that. Ines Carmo from NOS called me on the 15th day of the legal window,  promised to help, then sent an email and phone number that doesn't work, and has been ghosting me ever since!

Maybe I should open a second complaint? The first one is still open 🙈


You should definitely open a second complaint (picture attached)


Thanks @CP001 I will 👍


Hello @ARH,

Thank you for reaching out to us. We’ll assist in solving this matter.

Please send us a private message to the @Fórum profile with your NOS Costumer Number.

Thank you 


@João H. Hi thank you I sent a private message yesterday. When can I expect a response please?

 


We confirm receipt of your message, we will respond as soon as possible, @ARH

We apologize for the delay. 
Thanks 


Update: NOS are refusing to honor their promise to come and fix the damage they caused themselves. The call recordings back in November would prove that they said someone from their side would come to fix it. Instead they now say that I need to find a repair person and send them an estimate for approval. They have also closed the open support ticket without taking any action at all. 

So now on top of the hours spent so far, we need to spend more hours of my and my landlord’s time to coordinate a third party repair, get an estimate, send for approval and then manage the repair. The level of customer service is completely unacceptable. @Mário P. @Fórum 


Update: NOS are refusing to honor their promise to come and fix the damage they caused themselves. The call recordings back in November would prove that they said someone from their side would come to fix it. Instead they now say that I need to find a repair person and send them an estimate for approval. They have also closed the open support ticket without taking any action at all. 

So now on top of the hours spent so far, we need to spend more hours of my and my landlord’s time to coordinate a third party repair, get an estimate, send for approval and then manage the repair. The level of customer service is completely unacceptable. @Mário P. @Fórum 

You should go to the NOS shop, do the same to their wall and ask them for a estimate to repair. 🤣


Hello @ARH,

Thank you for reaching out and sharing your feedback with us.

As requested through private message, please send us the requested information so we can proceed on solving this issue.

Thank you for your understanding 

 


@João H. the suggestion that I spend more time and money to clean up this mess myself is not satisfactory.


@João H. the suggestion that I spend more time and money to clean up this mess myself is not satisfactory.

Its such a small hole, just buy some betume and put it in there. Its not gonna take more than 5€.

then send receipt to nos, and they refund you in your account. 

Um bem haja 


5€ pelo arranjo + 50€ pela chatice.

Deve resolver 🙃


@João H. the suggestion that I spend more time and money to clean up this mess myself is not satisfactory.

Its such a small hole, just buy some betume and put it in there. Its not gonna take more than 5€.

then send receipt to nos, and they refund you in your account. 

Um bem haja 

It’s not my house. If I do a 5€ bodge job it’s going to end up costing either me or my landlords much more than that in the long run. And the cable needs a socket (ideally the existing one next to hole, where it should be in the first place).


Hello @ARH,

We appreciate your feedback regarding this matter.

In order for us to proceed with this request we need get a technical budget for the reparation.

Please send us this documentation as requested.

Thank you 

 

 


@João H. 

I sent the estimate by messenger as suggested by yourself here and also by NOS in the forum private message: (exact quotes from NOS taken from these messages):

"Please send us the document with the budget and invoice for the repair that has already been requested and the situation will be resolved."

"you need to send us the estimate and the receipt for the repair done."

"The indication we have for resolving this situation is for you to send us the estimate and the receipt for the repair done. That is how we will be able to help you. We need these documents so that we can take care of everything"

"NOS will refund the repair amount, but for this we need you to send us proof of the repair amount. That way we will be able to help."

 

I sent these documents on messenger expecting to get approval so I can go ahead with the repair and the NOS messenger team replied asking for a "technician report" about the damage. What is this?? At no point did you or any other NOS employee mention this. I have asked NOS for clarity on the process multiple times and it hasn't been provided. Now I have been told AGAIN that the issue has been passed to the specialized team and they will call me. This has been told to me so many times and then no one calls (see original complaint).

 

My landlady took time off work and a repairman came to the house to look at the issue and then spent time to prepare a quote. He is expecting to be paid once the fix is done. I cannot spend anymore time or money or energy on this. I am so frustrated at NOS's incompetency to deal with this situation, including the fact I had to submit the pictures 3 times to NOS (twice in person at the shop) due to a failure in your processes to record information correctly.

 

Please can you talk to your team and let them know that this is the solution that has been promised and that they just need to approve the repair cost so we can close this and move on.


Hello @ARH,

Thank you for your feedback regarding this matter.

We’ve received your private message and are following up on it.

We’ll reply to your private message as soon as possível.

Thank you


I got two unknown calls this week which I assume is NOS. I picked up both times (call records prove this) but there was no one there. Then I get an SMS saying they tried and failed to reach me. I requested another follow up on Messenger. 

 

Just now I get a call from Marlene who asked if the damage has been fixed already. I am amazed at how unclear internal communication and processes are at NOS. She was not able to say what had gone wrong in my case or provide a clear step by step process for what should happen in case of damage, just that it should have been fixed more quickly.

 

She said someone from NOS should have visited the house following the first report to asses the damage. I told her this was promised back in November and that I reported multiple times since that they never came. I don't know why the Forum team have not mentioned this step and insisted multiple times that I need to get an estimate and invoice myself without this step?  @João H. 


I am awaiting a promised follow up call regarding the estimate I submitted next week.


Hello @ARH,

We appreciate your feedback regarding this matter.

So as we can proceed with this request we always need get a technical budget for the reparation.

 

We’ve seen that you were contacted today regarding this matter and were asked to provide the documentation previously requested, since the first document you provided missed some information as:

  • Taxpayer Number
  • Date and signature of the company that executed the asses of  the damages

Regarding this issue you should have received an SMS with the following information:

Para dar seguimento ao seu pedido precisamos que nos envie num prazo de 3 dias os comprovativos de danos, . Pode faze-lo diretamente na App em nos.pt/upload ou na Area de Cliente escolhendo Apoio ao cliente - Os meus pedidos. Info: App NOS ou 931699000/16990 (custo nos.pt/linhas )

As the SMS reads, you can send the documentation with the information requested through the App NOS in nos.pt/upload or thorugh the Área de Cliente in “Os meus pedidos”

 

Please let us know if this is the information you received, and if you have any further questions.

Thank you 


Hi @João H. that is correct, I have been asked to update the estimate with the missing information. This will be ready by tomorrow morning. 

But the process is still different to the one I was told here, as apparently the first step is for a NOS employee to come to the house as was originally promised in November, not provide the estimate. This is why the messenger team asked me for the technician report. I hope that despite NOS skipping this step, it will still be possible to accept the estimate quickly so we can do the repair.

nos.pt/upload is a 404 error page, so I will upload the document via the app.


Hello @ARH,

We appreciate your feedback.

Your testimony is important to us so as we can improve. 

Please let us know if there is anything else in which we can provide further assistance.

Thank you 


I provided the updated documents last Friday morning and was promised NOS would call me back early this week. They tried once on Monday when I wasn’t available and have not re-attempted to call again since.

I have followed up 4 times in between and have been promised they will call within 24 hours (they didn’t) and then “We've insisted with our team to call you”. Still waiting.


We understand what you are referring to, your matter is being monitored by the team who will inform you accordingly, @ARH
Your order is registered under the number 000133187430.

Best Regards, 


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