Qwest - www.qwest.com
Criticism about Qwest and support
Dear usacomplaints.com,
I've encountered a terrible encounter with QWest and want to tell as many folks as you can to ensure that individuals are conscious of the terrible support the organization offers. I'm giving you a duplicate of the e-mail I've delivered to QWest.
Regards,
David
Dear Qwest,
I've quit desire of solving a problem associated with my Qwest DSL during your customer support divisions. I've become acutely disappointed and dissatisfied together with your capability and wiliness to help a person and dothe right thing. I'll not contact your customer support facilities again. I can't locate a contact address or perhaps a telephone number to all of your government team (who deserve to understand this kind of issue exists inside the company). I'm delivering this mail towards the subsequent mail addresses; please make certain this mail reaches your boss and also the remaining government team.
Corporate. Compliance AT qwest.com; qnews AT qwest.com; Advice. Line AT qwest.com
I'm also burning 'The Consumerist' with this e-mail:
Bill AT consumerist.com; marco AT consumerist.com
They (I really hope) will have the ability to publish the next information on their site whilst the community as well as your different clients deserve to understand the facts of the terrible encounter I've had together with your support, your missing client service capabilities as well as your organization.
Below is just a summary of the knowledge/relationships I Have had together with your organization in the last couple of months and much more particularly, in the last week.
Information On the problem:
We founded a bundled deal support with Qwest (telephone, DSL, Direct TV) in April. After creating support, Qwest delivered us two wireless notebook cards in April. For whatever reason, we did not get a real DSL modem from Qwest.
We named Qwest and informed them we required a DSL device and didn't need, or can use the notebook wireless cards (we were billed 35.00 ea plus delivery ($79.98). Qwest consultant supplied us a RMA number and was to Send-ups return stickers to come back the notebook cards. We packed the cards up and deliver back the moment we obtained the stickers.
May handed and we obtained our July bill. The July bill didn't display notebook card credit. We named and talked having a Qwest representative who subsequently taken the notebook cards cost in the bill and explained to pay for rest of statement, that was subsequently settled entirely.
June handed and we obtained our September bill. This statement nevertheless didn't replicate the credit for notebook cards. To ensure that people were not likely to possess the service-disabled because of the mistake on Qwestis aspect, we went forward and settled the entire quantity of the statement, $170.92, which we shipped on July 14.
After delivering that cost, we obtained a follow up declaration from Qwest displaying a $9.99 credit our statement, having a reduction of $79.98 (this was said to be for that notebook cards, but was not really acknowledged. Continue reading).
Throughout The week of July 13, we obtained a notice from the variety company which Qwest employs for debt collection functions. We went forward and named the collection company (numerous occasions) to solve this issue and realize why we were delivered to selections (recall, above Qwest currently 'allegedly' acknowledged the take into account the notebook cards). The collection company mentioned that because we'dnot compensated the $79.98 formerly (for that notebook cards) that Qwest had switched that quantity to them-and which was why there is a credit on our statement. We chose to spend the $79.98 towards the collection company (via digital check up on 8/15/07) and additional examine the problem with Qwest, let's assume that they'd do the best point and hash this issue out.
We then called Qwest customer support to ask why the notebook cards credit was delivered to an assortment company like a debt. The repetition set us on-hold and approached the fix division to confirm when they had obtained the notebook cards. They recommended they had obtained them, however for some cause hadnot improved the consideration to replicate they had acquired them. The Qwest representative apologized for that error and stated the $79.98 could be acknowledged to my consideration and he or she might contact the collection company to explain the mistake.
On August 22nd, Qwest ended our DSL service. We subsequently named the Qwest fix on August23rd. Qwest recommended the reason behind the firing was because of low-corresponding documents within the repository. The fix representative recommended he might place in an order to possess it switched back on, however for me to contact office environment a day later like a follow-up because it was after-hours.
We then called the company customer support centre 24 hours later, 8/24/07. The repetition explained she noticed the mistake within their program which my bill confirmed the different breaks. She recommended that she was ignorant on why our DSL support might have been turn off. The repetition subsequently recommended the purchase was directly into contain it switched back on and really should consider 2-4 hours, occasionally it requires 24 hours but which was extremely uncommon.
We waited patiently, however support was never repaired.
We called again on Friday 8/27/07 to discover why the DSL service was never repaired on the basis of the guarantees Qwest supplied on rebuilding the support. The repetition recommended the DSL was totally disconnected from my consideration and they would need to move me to another person to discover why and just how to displace it. We were subsequently used in a person care representative who likewise explained she did not understand why my support was turn off, that she did begin to see the credit on my consideration, and he or she would need to matter a brand new support order to possess DSL switched on. She recommended the earliest the support could be repaired could be Friday 8/30/07 by 5pm.
That night, Mon, we named the company office again. After being obtained from the first degree assistance broker, a supervisor was required and wound up obtaining a supervisor about the phone. I described the problem (again) and was recommended the debt choices group had a need to create a change and he or she might walk-over and consult with them. After resting on-hold, she delivered to recommend me they choose to go house for that evening and were not able to assist. I asked on her supervisor. During conversations together with her supervisor, I had been recommended that there have been restrictions on which the night time team might and may not do. These were not able to assist, but might give a 2 month credit. I required that I get a callback at 8am 24 hours later having a standing of 'your DSL hasbeen set and it is operating'. The manger investigated whether a callback might happen and finally recommended that the supervisor might call-back 24 hours later.
Tuesday Monday 8/28/07. A callback wasn't obtained from Qwest as previously guaranteed. I called in the day and obtained a realtor in the choices division. She set me on-hold and investigated the problem, where she recommended our DSL was because of be switched on Thursday, 8/30/07. I recommended her the schedule suggested was undesirable and required to talk to a supervisor. I subsequently talked to 'Josh', who mentioned his name was 'Customer Support Representative'. After explaining the problem with this specific broker, he recommended the cause the DSL was ended wasn't because of the community card problem, but instead because of nonpayment by people (was ended on 8/20 because of nonpayment). He confirmed the consideration confirmed that people were paid-up and infact, had a credit. I required he do whatever it required to subsequently allow the DSL. He dropped to do this, informing that I'd need to wait until Friday. I required to talk to his supervisor and was declined. After further conversations with this specific broker, he recommended he really might re-allow my DSL correct then and there, but he was reluctant to do this whilst the support was ended because of non payment by us. I discussed the scenario wasn't due to non payment from our part which the problem was due to them-and I needed the DSL switched back on. He totally declined. I obviously requested 'have you been informing me that you're ready allow the DSL, nevertheless, you are reluctant do to therefore' and he established it was his position. I required a manger atleast 7-8 more occasions and was declined, using the broker stating 'I'll not replicate myself again'. I recommended him that I'd be calling the organization headquarters to help solve this problem. I hungup the telephone.
That same-day, we obtained a phone from Qwest (a lady supervisor) on 8/28/07 at 12:30pm declaring our support was to become back on within 2-4 hours, occasionally it requires 24 hours but that's uncommon. I inquired if she was certain as that's precisely was I had been informed the prior Friday and my support was never switched back on. She stated she'd maintain the first purchase available, that was to possess support switched back on Friday 8/30/07 by 5pm in case. She also stated she would provide us 8 weeks credit, but really just offered us 30 days credit (we currently had $89. Credit and she just included on an additional $75 credit to the already-existing credit, which makes it 8 weeks in the place of incorporating 8 weeks to the already-existing credit and that I was no further prepared to combat this fight) Your support has nevertheless not been switched back on.
Now, our Qwest DSL company hasn't been switched back on. It's been seven days since Qwest mistakenly ended our DSL support and triggered this issue. It's needed multiple (number, significantly more than numerous) phone calls to numerous divisions inside the Qwest company in addition to your debt collection company, simply to result in a dead-end scenario where the repetition about the telephone could, but reluctant to assist me. That is undesirable.
I can't find the correct phrases to explain how terrible and beat I've experienced in this scenario with Qwest. No-where across the outlines, like a customer, has my loved ones accomplished something wrong. We settled our bill; we delivered the web cards back and also have supplied Qwest every sufficient chance to get this scenario right. The issue continues to be continually compounded from the proven fact that the inefficient workers at Qwest were reluctant to complete the best point, that was to supply any customer support.
We are able to live without DSL and Web. I can't live using the disrespect, dishonesty and unwillingness Qwest has had to fix the problem. Qwest what happened for your customer support? Should you ever had a person targeted company strategy, it's gone downhill quickly.
Tired and unhappy inside your support,
David
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