I used CenturyLink for several years successfully in a previous residence, download/upload times were quick, I thought - great, we'll definitely use them when we move. Without being sure if the new place had a phone line, I called to see if I could activate service, figuring that I could cancel if it didn't.
Well, turns out the new place didn't have a phone line, and they don't offer cable, so I tried to cancel through their website, as well as via e-mail, and received a message that I had to do so through their customer service line. I called three times over the next couple of weeks - the first time I called through to Billing - they tell me they don't cancel accounts in Billing and to call back. The second two times I have the right number but I am on hold for 15 minutes - both times were during the business day and I got interrupted or had another appointment hung up.
I got an e-mail saying "Is there a problem, we noticed you never turned on your modem" - but I got two more bills for service, which I OBVIOUSLY NEVER RECEIVED SINCE MY MODEM WAS NEVER ACTIVATED. I call back today and after 20 minutes, actually get to talk to a customer service representative. I am told that, in addition to the bills that I have already received, I am going to get an early termination fee because, in addition to the service that I did not use, I am also being billed for an early termination fee, non-negotiable.
The second word in the name of your business model, guys, is SERVICE. Look up what that means. I will never be a customer again.
Edit to add: After I explicitly asked to speak to a supervisor, the person I was on the phone with went and spoke to the supervisor on my behalf, and then told me what the supervisor said. I never actually got to speak to a supervisor, despite my request.
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