Customer service FAIL
TUCSON, ARIZONA -- Thank you for using CenturyLink.com. A CenturyLink Sales and Service Consultant will be with you in just a moment. Your account information is confidential and protected by law. Advise our agent if you prefer that we don't use it to market products or repair your services. This has no effect on the service or offers we provide you. CenturyLink offers a bill block at no charge which prevents some 3rd party charges from appearing on your bill. This chat may be monitored and recorded for quality assurance.
Thank you for contacting CenturyLink. My name is Mike T. (20652). How may I help you today?
Michael G: My phone service died last night.
Michael G: ----, South Tucson, AZ 86713. it died around 9:00 P.M.
Michael G: I tried to file a repair ticket online, would not go through.
Mike T. (20652): Hello Michael. Thank you for being a loyal CenturyLink customer. If your service is not working then you will want to put in a repair ticket.
Mike T. (20652): I am sorry we cannot bridge a conference call with our repair department, but let me provide the number for you to contact them. To request repair, please dial 1-877-348-9007 from any working phone. Phone support is available 24 hours a day, seven days a week. Or, please click here to log in to your MyAccount. Under the "My Services" section, click on the Phone tab to select the Phone Repair link. I apologize for any inconvenience.
Michael G: My phone is not working. That means I cannot call a number to report an outage.
Mike T. (20652): You can use a different phone if possible or report it online.
Michael G: I tried reporting it online numerous times last night.
Michael G: Can you tell me if it is a service problem in my area, or just a problem in this building?
Mike T. (20652): Unfortunately I do not have access to that information. What happens when you try to put in a ticket online?
Michael G: I get an error message, saying a ticket cannot be created.
Mike T. (20652): Did you log in with your username and password first?
Michael G: I work from home, answering phone calls, and lost an entire shift due to this problem.
Michael G: No, I didn't.
Mike T. (20652): That is probably why it did not work. You must first log in with your username and password to submit a repair ticket.
Michael G: so I have to register before I can tell your company that my phone isn't working?
Mike T. (20652): You must log in to put in repair tickets.
Michael G: it would have been helpful, if the error message had stated that.
Michael G: this is the first time I have tried to use the site.
Mike T. (20652): I apologize for the confusion.
Michael G: I am moving later this week; can I arrange a transfer through this medium?
Mike T. (20652): I can put in an order to move your service if you like.
Michael G: that is something, at least.
Michael G: the new address is:----- --- --, Tucson, AZ 85711.
Mike T. (20652): I will start an order.
Michael G: thank you.
Michael G: now, I'm trying to create an account. it is asking for a security code.
Michael G: when I was able to call customer service, this was the last four of my social. I am getting an error message.
Mike T. (20652): Yes, the security code is only used for your online profile so the call centers would not ask for it. We just started adding security codes to the bills so it might not be on yours yet. It would be on the right side of the first page in a green bubble. Otherwise we did send one in your welcome packet. We can send you the code in the mail, we can have an automated system call the billing number with it, or we can send it via e-mail to the e-mail address on the account.
Mike T. (20652): You should know there is a $27.50 fee to move your service.
Michael G: I have a bill here, no green bubb;e.
Mike T. (20652): We can send you the code in the mail, we can have an automated system call the billing number with it, or we can send it via e-mail to the e-mail address on the account.
Michael G: fine. getting service will be good. can this be done Thursday evening?
Mike T. (20652): Are you referring to the move?
Michael G: yes.
Mike T. (20652): I am not able to see the schedule for your area yet. I will know that soon.
Michael G: waiting for the code to arrive in the mail seems like a poor way to get the phone fixed. I am losing work, and income, as we speak.
Mike T. (20652): Mailing the code is one of three options available. We are now offering an @Ease warranty service for the Internet. There are 4 tiers available and I will send you a link with them so you can select one.
Mike T. (20652): For more information on what our @Ease plans offer, please click here.
Mike T. (20652): If you subscribe to one of our paid @Ease tiers, you will receive $5.00 off per month for the first two months. After two months, the price reverts to the normal pricing. No contract is required.
Mike T. (20652): Typically I recommend an upgraded version of @Ease at your new place at least for the first month to make sure your inside wiring supports the full speed. If not, then we would rewire without a fee (normally $99).
Michael G: well, I am concerned with getting the phone working. that is my immediate priority.
Mike T. (20652): I understand that. Would you like me to cancel this order?
Michael G: no, as I am moving Thursday regardless.
Mike T. (20652): Then I will continue with the order for you. Did you make an @Ease selection yet?
Michael G: I wish that this were easy.
Mike T. (20652): Please let me know once you have made a selection.
Michael G: Put me down for the Great plan.
Michael G: why can't you inform whomever that my phone does not have a dial tone? I am disabled and this is causing me hardship.
Mike T. (20652): I apologize, but I am not able to submit repair tickets. I can e-mail you the security code if you like.
Michael G: sure. hopefully I can get into the account.
Michael G: this is frustrating, to say the least.
Mike T. (20652): It has been sent.
Michael G: you are a live person, aren't you?
Mike T. (20652): Yes I am.
Mike T. (20652): Are you going to receive mail at your new location?
Michael G: yes. do I need to repeat the address?
Michael G: -------, Tucson AZ 85711.
Mike T. (20652): That is not needed.
Mike T. (20652): We can move your service as soon as 4/1 and your presence is not required. Would you like us to move your service on the first?
Michael G: this just gets better and better.
Michael G: if that is the first day that I can resume working, then by all means.
Mike T. (20652): What is your contact number on the first if needed?
Michael G: this job requires that I answer calls from a landline.
Michael G: this is my only phone.
Mike T. (20652): Currently we have 520------- as an alternate contact number for you. Is that number not good anymore?
Michael G: you can try it, I do not have that phone with me.
Michael G: if you can, perhaps that person would be so kind as to call you guys back and submit a repair ticket?
Mike T. (20652): Currently you have Bobbi as authorized on your account so she could contact us to submit a ticket. I can add another person if you like.
Michael G: that phone does not have internet, so contacting it by I'm is pointless.
Mike T. (20652): We will not send text messages.
Michael G: I did send an I'm last night to text the phone, no clue if it was received.
Michael G: I wasn't asking you to.
Mike T. (20652): The contact number is for our technician to use if they need to reach you on the first.
Michael G: so leave that alone. They will come by to help me move.
Michael G: If I am still stranded here without a working phone, that will be the first time someone is coming by.
Mike T. (20652): The order to move service is T 42366533 and we will move it on the first by 5 pm. Your presence should not be required. Do you have any more questions?
Michael G: how can I be in contact with a live person, and not be able to report that my phone is not working?
Michael G: This is a crazy setup.
Mike T. (20652): You can call us at 1-800-573-1311 to submit a repair ticket over the phone to talk to a representative
Michael G: If my phone was working, I would not need to call.
Michael G: We've been over this.
Mike T. (20652): Yes, I understand that. However I cannot submit a repair ticket for you. I e-mailed you the security code and you can use that to crate an online profile to submit a ticket online. You can do that or you can call. Those are the two ways you can put in a repair ticket.
Michael G: How about a supervisor, can they do what I need done?
Mike T. (20652): Our supervisors are not able to submit repair tickets either. Basically only one place can and that is our repair department. They are not available in chat.
Michael G: I'm sorry that my situation does not meet the usual criteria for help, but this is a serious problem.
Michael G: Sending emails has not worked to get me in touch with anyone thus far.
Michael G: I have 2 cell phone numbers I could call for help, if I had access to a phone.
Mike T. (20652): I recommend getting at least a pre-paid cell phone in the future in case of situations like these and other emergencies.
Michael G: Yes, I will be sure to do that, now that I have seen how inefficient this service is.
Mike T. (20652): Another suggestion is to create an online profile before it is needed. That makes situations like these a lot easier as well.
Michael G: can you send the code to another email, that I can access today?
Mike T. (20652): We can only send it to the e-mail address on the account.
Michael G: the person that has that cell phone is the one who changed the password after it was hacked.
Michael G: to get into that email address, I have to call them.
Michael G: which is currently not possible.
Michael G: I'm grateful that the internet is still working, but this is ridiculous.
Mike T. (20652): We can change the e-mail address on the account, but we will not be able to send the security code to that address for 30 days.
Mike T. (20652): I have not heard from you for a couple of minutes. Do you still need me to keep this chat conversation open for you?
Michael G: what kind of way is this to run a business?
Michael G: please help me!
Mike T. (20652): The security code process was set up to comply with a FCC mandate on line security and it does help us protect our customers accounts online.
Michael G: I am trying to find a way to get my phone working, so I am not cut off from contact with anyone, and can continue to earn money.
Mike T. (20652): You can put in a repair ticket through an online profile or by calling the 1-800-573-1311 number. I cannot put in a repair ticket for you.
Michael G: please escalate my call.
Mike T. (20652): I can try to locate a supervisor for you. Before I do that, do you have any questions regarding the order to move your service?
Michael G: I am disabled. With my phone down, I am not able to contact anyone.
Michael G: What if I have a personal emergency, aside from losing a weekn of pay?
Mike T. (20652): That is the reason why I recommend getting at least a pre-paid cell phone for emergencies. Having a back-up plan is never a bad idea.
Mike T. (20652): That is also why I recommend getting your online profile set up and making sure you provide us with good contact information before there is an emergency.
Michael G: Yes, I should plan for having my service fail, and not being able to get your company to care in the slightest.
Michael G: I will be posting this chat online, so others can see what kind of service they can expect.
Mike T. (20652): Having back-up plans are always a good idea. Unfortunately our management are not available in chat at this time. We are a small group so this can happen. I can put you down for a call back if you like.
Mike T. (20652): Actually it looks like we do have someone available.
Michael G: Yes, do put me down for a call back, to the phone that ISN"T WORKING.
Michael G: that will be helpful.
Mike T. (20652): I will transfer you. One moment.
Michael G: great.
Please wait while I transfer you to an operator at NOHD.
You are now chatting with 'Jackie C' in CenturyLink Escalation.
Michael G: hello?
Jackie C: HI Michael
Michael G: why can't someone, anyone, inform your repair department that my phone stopped working? I am disabled, and no one is coming by here until Thursday.
Jackie C: Hi Michael My name is Jackie and I am in the escalation dept. How can I help you?
Michael G: Did you read the chat, or did the representative inform you of the situation?
Jackie C: I am reading through the chat now. Can You please provide your phone number? Thanks
Michael G: 520--------.
Michael G: it stopped working, shortly after I started my shift last night.
Jackie C: Are you at the new address or old address?
Michael G: The old address.
Michael G: I move on Thursday.
Jackie C: Please hold on I am going to contract repair thanks
Michael G: thank you!
Jackie C: Thank you for waiting. I'll be with you in just a moment.
Jackie C: I am holding for repair thanks
Michael G: I'm glad that someone cares enough to take care of this.
Jackie C: Not a problem. Repair is looking into the phone thanks for waiting.
Jackie C: When a tech goes out will he have access to the phone box?
Jackie C: Where is located on the property
Michael G: I guess so, they set it up without incident.
Michael G: It's an apartment building.
Jackie C: If a tech goes out and the line tests OK to our outside wiring (phone box) there could be a $85 charge.
Jackie C: We have to disclose this. If not there is not charge.
Michael G: I have no idea why the phone stopped working, it is a new phone.
Michael G: Is there an outage in my area?
Jackie C: At this time there is no outage in the area.
Michael G: I know there was a shooting here last night, don't know if that affects anything.
Jackie C: One thing tech support suggest is to unplug your phone
Michael G: unplugged and replugged. checked all the connections.
Jackie C: Great thanks
Jackie C: The tech can be out tomorrow before 7:30 pm. That is the earliest we can get someone out to the property.
Jackie C: Michael are you still there?
Michael Gr: it's a start.
Michael G: yes, still here.
Jackie C: Thanks
Michael G: could it be an issue with the modem/
Jackie C: No
Michael G: I just want to be sure that I have done everything possible to correct the issue, losing income as I cannot work without the phone.
Jackie C: You may want to try unplugging the modem and plugging it back in when we are done here.
Michael G: Okay, I will do that, and if it works, then I can call you and let you know.
Michael G: or whomever answers the phone, anyway.
Jackie C: Sounds great.
Jackie C: Is there anything else I can help you with today?
Michael G: Yes. I am most displeased with the demeanor and attitude of the representative who was 'servicing' my call, and I hope that he is reprimanded for it.
Michael G: I do not like having to inform people that I am disabled, and usually I can find a way to take care of issues myself.
Michael G: Couldn't he have asked for help, before I had to request escalation?
Jackie C: Michael thank you for the feedback on the Rep. I will provide feedback to him to let him know.
Michael G: thank you. normally, I will give compliments for good service, as I believe in positive feedback.
Jackie C: That is a good question. I am not sure.
Jackie C: I will have to find out.
Michael G: it is thankfully rare that I have to go up the chain of command in this manner.
Michael G: Is there an address that I can write to, regarding this incident?
Jackie C: I understand. We really value you business.
Jackie C: Yes let me provide the address.
Michael G: thank you.
Jackie C: CenturyLink, 930 15th St, 11th floor, Denver, CO 80202.
Michael G: is a record of the chats kept, on your end?
Jackie C: NO there is not sorry.
Michael G: I am copying and pasting as we speak.
Jackie C: Sounds great thanks
Michael G: I can email a copy, as this was a 'fail' before you addressed the issue.
Michael G: all right, not trying to run it into the ground, just want to make sure no one else has to go through this, trying to get help.
Jackie C: Sorry Michael I do not have email address for you to send the letter to.
Michael G: thank you again for your help.
Jackie C: Thanks you so much and have a great day.
Michael G: you too!
Jackie C: Thank you for using Click to Chat. To close this chat, please click "Close" button at the right of your chat window.