I ordered qwest phone and DSL service through their website. I already had a working modem that their site said was compatible (Arescom NetDSL 800). When the service was turned on it wouldn't work. That day I received a CD to install software on my computer to be able to use their broadband service.
During the setup it said to choose your modem and so I did. It them proceeded to tell me that my modem was incompatible with their service and to call an 800 number to order a new compatible modem and so I called to make a complaint about their website being incorrect.
After going through their automated phone selections I got someone and told them what happened. I told her what modem that I have and said if the CD says it's not compatible then I will need to order one of their services. She asked me if my computer was a wireless computer. I said yes and she began to tell me about her ultimate modem.
I called to make a complaint not buy a modem. I already had one that worked. So I told her I ordered their service and chose not to order their modem ($29.99 with the plan that I got plus $9.99 for shipping) because their site said my modem was compatible. I told the lady this and she proceeded to try to sell me their wireless modem for $99.99. I told her I have DSL service, a business that I run online, I have service and no modem to connect to that service that is qwest's misleading fault due to their website's misinformation.
I said I didn't want the wireless modem so she tried to sell me a $60 modem and she offered to waive the shipping cost due to the incovenience they caused me. I said if your site didn't mislead me I could have service right now for cost of the modem (according to the plan I got, silver live) for $29.99 plus $9.99 shipping. I said I'm not paying qwest an extra $20 for their mistake at my inconvenience. I told her that I feel qwest owes me a free modem at no cost because it was their error, not mine in this situation.
As a business person I take responsabiliy for my errors and pay for it. Qwest didn't want to. The lady said, "I can't do that". I said I wanted to speak to someone who can and she said no one else would be able to do that either. This is, apparently, their self-"service in action".
I told her that this is completely unacceptable and that I'm not going to be pushed over to buy a new modem when I was told that the Arescom modem was compatible and now I'm sitting here with no internet service. She said I don't know who told you that your modem was compatible. My records show that my service was ordered online plus I had told her earlier when I first called that I ordered it online so it was their website that I got the information from. She already knew this and tried to play an evasive role with me here. At this point it was obvious that this person was trained trained to do evade responsability and attempt to make a sale.
In the phone call I felt that they really didn't care about me as a customer by their actions and that they weren't be reasonably responsable for their error. So I told her that and said that I wanted to cancel my service because I don't want service with a company that operates in an exploitative fashion as I've been shown here. She asked me if she could put me on hold. I waited a minute till she came back and then she asked me if I wanted to be connected with their broadband tech support and see if they can get my modem working. I said ok.
She transfered me to a tech support person and he typed a couple of things in his computer, reset my modem and it worked perfectly after that.
There were no apologies for this attempt at exploitation. I am certain their rebuttle will amount to another evasion tactic and attempt to blame the customer service representative for not doing her job. She knew what modem I had and they know what works and what doesn't. Yet she tried to sell me a modem I didn't need at all. It wasn't until they realised that I'm not a pushover and their diplomatically and psychologically abusive tactics along with evasion tactics were not working that they gave up on trying to sell me this modem and just fix the problem like they should have in the first place. You can bet I won't be compensated for this experience and their company will keep doing this to other customers.
This type of exploitation reminds me of the research that I've done on consciousness, psychology, metaphysics, and the business practices of the Illuminati and Free Masonry at the highest levels.
This is just a complaint for the purpose of letting others know about this type of exploitation on part of Qwest's self-service in action as well as a post for others who have experienced the same type of exploitation in hopes of a class action lawsuit against the company resulting in Qwest taking responsability for their actions across the board.
Troy
Lexington, Minnesota
U.S.A.
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