Complaint / review text:
The following is an online chat with a Qwest DSL rep. A week later when I wanted to upgrade, I had another chat...
Thank you for contacting Qwest. My name is Helen J (). How may I help you today?
Jared: I live in a fourplex and used to have Qwest DSL (about a year ago). Back then you guys advertised a 7mbps connection for my address but after I signed up it turned out it maxed out at 1.5mbps
Jared: Now I'm considering getting DSL again and your website is offering up to 3mbps for my address
Jared: Is this just another bait and switch thing or would I really get 3mbps?
Helen J (): May I have your full address, and I will be happy to verify speeds available, Jared?
Helen J (): We advertise up to, customers computers are a huge factor in speeds.
Helen J (): One moment please.
Jared: Haha my computer isn't a factor
Jared: it's all up to how you guys have the building wired
Helen J (): Your address is stating 3M
Helen J (): You can go stand alone, Stand Alone Platinum/MSN 3M is $46.99.
Helen J (): Please keep in mind that all prices I quote you during the course of this conversation do not include applicable taxes, fees and regulatory assessments.
Jared: so that means I can for SURE get 3mbps?
Jared: no bait and switch thing this time?
Helen J (): Up to 3M
Helen J (): Sorry, I cannot guarantee 3M, it is up to 3M
Jared: Mk sounds good... Thanks for answering my questions
Helen J (): Leave this chat open, and I will be able to assist you with the order.
Jared: Looks like the site might be down
Helen J (): If you like, I can place the order for you, Jared?
Jared: Yeah OK
Jared: but can I start with the 1.5mb connection?
Jared: and increase it later if I want?
Helen J (): Yes, you can upgrade.
Thank you for contacting Qwest. My name is Rose S (). How may I help you today?
Jared: I was wondering how I'd go about upgrading from 1.5mbps to 3mbps
Rose S (): Thank you for chatting in Jared. I would be happy to help you with upgrading your Internet.
Rose S (): The upgrade to Platinum is to stay with Standalone Internet correct?
Jared: Yeah just the standalone
Rose S (): Would you like me to start your order now?
Jared: Yes please
Rose S (): Thank you.
Rose S (): Jared, I am sorry. Platinum is not available to you in your area. I just tried and it is not coming up as an option.
Jared: I signed up like a week ago and Helen J absolutely guaranteed it was available
Jared: I have the whole conversation saved
Jared: I told her I didn't want some bait and switch shit happening
Rose S (): Let me check again for you. One moment please.
Rose S (): Jared, I am very sorry.
Rose S (): Silver 1.5 Mb's is the quickest in your area.
Rose S (): Jared, I would recommend calling into our Credit Management tomorrow at 1-800-491-0118, so that they can assist you can follow up with your chat with Helen J.
Rose S (): They will be able to clear this up for you and I fully understand your frustration as I would be very frustrated too.
Jared: I used to have DSL awhile ago and you guys pulled the same shit
Jared: Back then you advertised 7mbps for my area though
Jared: I figured seeing the 3mbps meant you finally upgraded my area
Jared: You guys have done this bait and switch thing TWICE now
Jared: You should try looking it up by my address alone, I bet it'll say 3mbps
Rose S (): I did by your number, one moment and I will look by entering your address instead.
Rose S (): Yes, you are right. When I bring up your address it says 3 Mb's. When I enter your phone number it says 1.5 and when I bring your account up, it will only allow me to order 1.5,3 Mb's isn't even an option.
Jared: that is the DEFINITION of bait and switch
Rose S (): Call us tomorrow and have them do the same thing. Run the phone number and than the address.
Rose S (): This should've been fixed then, I am sorry.