169 days since NOS damaged my apartment, I have spent hours on the phone, complained to Livro de Reclamações - NO RESOLUTION
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?
