reviewed by kacrx


Qwest 1

Here is the transcript from a recent Qwest customer support chat:General Info
Chat start time Mar 10, 2008 10:22:05 AM EST
Chat end time Mar 10, 2008 10:50:06 AM EST
Duration (actual chatting time) 00:28:01
Operator Sharin S. (20262)
Chat Transcript
info: Thank you for using Qwest.com. A Qwest Sales and Service Consultant will be with you in just a moment.
info: Thank you for contacting Qwest. My name is Sharin S. (20262). How may I help you today?
Kevin: I tried your DSL service for 2 days. Unfortunately, the speed was not as promised or expected. I immediately boxed up the modem and line filters and sent them back. I cancelled the service 2 days after starting. Now, my bill for those 2 days of service is $103. My phone bill usually is around $58-$60 per month. Why was I charged so much to try a service?
Sharin S. (20262): I'm sorry for the delay. I'll be right with you.
Sharin S. (20262): I will be happy to assist you.
Sharin S. (20262): In order to assist you, I will need to access your account. Your account information is confidential and protected by law. With that in mind, may I have your permission to access your account?
Kevin: Yes.
Sharin S. (20262): Just to verify that I am speaking with the responsible party on this account, please provide me with your Qwest 12 digit security code or security answer.
Kevin: What is the security question?
Sharin S. (20262): Also, Please provide me with your main telephone number, including area code as it appears on your monthly Qwest statement.
Kevin: 319 XXX-XXXX
Sharin S. (20262): Thank you. The security question you have created is: What city was I born in?
Sharin S. (20262): Thank you.
Sharin S. (20262): Our records show that you were charged $14.51 for the Broadband service in February. This includes $5.80 for service from 1/21/08-1/24/08 and $8.71 for service from 1/25/08-1/30/08.
Kevin: I only had active service for 2 days. I called and tried to install the service for the 2 days prior and someone didn't enter my information correctly. Once that was resolved, there was a mechanical issue at a box in my neighborhood. To make a long story short, I had active service for 48 hours. Secondly, that does not explain the other $30 in charges.
Sharin S. (20262): Our records show that the due date of the disconnect order was 1/30/08. The charges for Broadband service are reflected to this date.
Kevin: I don't care what you say. I DID NOT HAVE SERVICE FOR 9 DAYS. Look it up. Secondly, you fail to justify the additional $30 in charges.
Sharin S. (20262): I will be right with you.
Sharin S. (20262): Our records show that you were charged $9.99 for the Shipping and Handling of the modem, $5.50 for the Standard Modem Lease from 1/22/08-2/24/08 and $6.99 for the Broadband 2-Line Filters.
Kevin: So what you are saying is that everything is correct and I am essentially out of $45 to try a service that you misrepresented?
Sharin S. (20262): The charges are sustained and accurate, yes.
Kevin: That's typical. I stood in front of your local service technician and asked that I not be charged for the week that YOU HAD TECHNICAL ISSUES. He assured me that I would not be charged since it was your issue. I also returned the line filters and modem immediately. If I would have known you would give me no credit for the line filters, I would have sold them on E-bay. I'm switching to Mediacom phone service. There is no "service" in your customer service.
Sharin S. (20262): I apologize for the inconvenience.
Sharin S. (20262): Is there anything else that I can help you with today?
Kevin: Is that all you have to say?
Sharin S. (20262): I have explained the charges on your bill to be accurate and correct. There are no credits or adjustments due to your account at this time.
Sharin S. (20262): It is not possible to place disconnect orders online. Please call 1-877-348-9004 to place your order.
Kevin: So you don't feel the need to check with the local service tech to check on the outage? You are just going to take your computers word over mine?
Sharin S. (20262): I apologize for any misunderstanding or miscommunication you may have had. Any adjustment for a service outage are not manually given, but are automatically applied at the time your bill prints.
Kevin: Well, it didn't automatically take place. Is this another issue that I assume your computer will be accurate with? I hope you have skills, Sharin, that will easily transfer to another company. Because the way Qwest operates, they will not be around for the duration.
Sharin S. (20262): Our systems are accurate with providing appropriate adjustments to accounts that qualify, yes.
Kevin: Good day.
Sharin S. (20262): Have a great day!

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fitman commented 629 days ago.
In the corporate state, the customer is always wrong.
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By the Numbers