Qwest
Phone Hookup Delays and Rewiring Fee for Second Line

My husband and I just recently moved into a new apartment complex that is not serviced by our former phone company, and we were forced to sign up with Qwest for our local phone service. I called Qwest approximately 3 to 4 weeks before our move, and they set up a winback account for our phone number, in order that we could keep the same number. We set up for our service to be hooked up on Feb 23rd of '02... The day we moved.

So the 23rd came and was almost gone, when I called Qwest to find out why our phone hadn't been hooked up yet that day. Conveniently, there was no record of us anywhere in their computer system. Not to mention that they don't do Saturday hook-ups, which they should have told me when I originally called to order service. They told me to call back Monday morning, meanwhile leaving me to have only my 60-minute-a-month-emergencies-only-cell phone to use for 2 or more days, all with a simple, "Oh well, there's nothing we can do for you right now. Too bad, so sad!"

So I call Monday, and am informed by Qwest's only good customer service rep named Chuck that I was misinformed, that I'm not in the computer for some strange reason, and that he'll get me hooked up that day unfortunately with a different number, but that he'll get us up and running in no time. He took my cell number and my work number and told me he'd get back to me... And he did. Chuck, Qwest's only asset, got us going.

Well anyway, we had ordered a second line and that Thursday, a tech came out to our apartment and hooked it up and left. No instructions, nothing. He didn't come up to see if our jacks were working or anything. Well, having no clue what it all takes to install a second line, we assumed the jacks were assigned to different lines from the box outside. Come to find out that nothing was changed, all jacks were still on the same line.

So... I called Qwest to see what was going on. The girl I talked to finally informed me that the jacks have to be rewired from the INSIDE of the apartment... Blah blah blah. Of course, I was upset about this, because they never said anything, they never asked me anything about the wiring of our jacks, and in the 6 days that I had been doing "business" with them, they had failed me 5. She offered to have someone come out and rewire our one jack for $85. I don't think so. She kept saying to me that they have no way of knowing how our apartment is wired. And she didn't seem to get it that I didn't know it had to be done. I asked why the tech didn't come up to check our jacks. She said, "That's a separate service that he's not responsible for. But we can rewire your jack for $85."

Let me just finish up my saying that Qwest has the worst customer service I have ever dealt with... They totally suck!

Kirsten

Company: Qwest
Country: USA
State: Arizona
City: Phoenix

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