When I hooked up my local phone service with Qwest in Arizona the operator asked me if I would like him to send me thier hi-tech new cordless phone to see if I want to purchase it. I said "no thank you" because I had just purchased a new cordless phone.
He was a nice guy and tried to pursue me to give it a try and if I didn't like it I could just send it back. I then again said "no" because I had just bought a new phone and did not need another one. And that was that. I gave him all of my info, told him all the features I wanted and he assured me everything was all set up, I would have service in a couple of days.
About a month later I left for a three week vacation and about a week after I returned my roommate informed me that she had signed on a package that had come from UPS when I was gone. I opened the unmarked package and there was a cordless phone inside with a $275 invoice attached to it from Qwest. I called the number that I needed to get the return label because there was no way I would ever spend more then $50 on a phone.
The operator informed me that it was past the 30 day return period and that they would not accept the brand new phone (that hadn't been touched) back. I informed her that I had not requested the phone and it had been sent to me either by mistake or without my consent. She then told me that I should not have signed for it if I did not want it.
I let her know that I did not sign for it and that someone else had and she did not seem to care and just directed me to the shipping department. The shipping department said the same thing. They then directed me to the sales department. I wanted to know who placed the order and I wanted to try to somehow prove I declined the offer for the phone. They told me that they do not record the sales calls and I had no way of proving that I denied the request to try out the phone.
They then sent me to customer care who sent me back to shipping where I talked to the manager who informed me that there is no way to know who placed the order for the phone that they just get the address to send the phone and that is that. This went on for two days being transfered from one department to another sometimes talking to the same person twice in one day. I admit I started to get short with them but stayed polite.
The final person I talked to in the company claimed to have been a manager of customer care. They insisted that had no authority to take the phone back or credit my account that showed I owed $275 for a phone I never wanted. They also let me know that they can't track who put the order in and that they could not get anyone in the whole company to do anything about it.
Last but not least they advised me to in exact words - to "just take the phone out of the box and plug it in and use it because I might as well get my money's worth out of it". I hung up on them and never tried to contact the most unprofessional customer service operators I have ever talked to again. Not one person I talked to truely tried to help me they all just transfered me to a different department that had absolutly no answers or concerns for my dilema.
I ended up making payments to avoid messing up my credit. I will never use or purchase Qwest services or products again and I always advise others not to. I am amazed at how many other people despise Qwest just as much as I do for the fact that they also got ripped off and recieved horrible customer service. I will rejoice the day Qwest goes down.
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