MCI/Worldcom Complaint - Moving Services to New Location
DALLAS, TEXAS -- I've been an MCI Small Business customer since July of 2002, you would think after nearly 5 years of being a customer, they would value your business... unfortunately they have a poor way of showing their appreciation.
On May 7th, I called MCI to arrange for our phone service to be moved to a new location. The service rep informed me that this move would take up to 10-15 days to process. We weren't officially moving for a couple weeks so I went through with the order and the rep said to call on the 17th to get the actual date service would be moved.
The following day, due to some air conditioning units not working our move to the new location had been postponed, so I called MCI to cancel our move order. I spoke with a man named David who informed me the original move order had been cancelled and none of my service would change.
Well on May 9th, I get a call from one of my employees stating our phones weren't working. I immediately called MCI and they sent me to the Repair department. The first person I spoke with ran a test on the lines and said they were all testing good so we went through the troubleshooting of the lines, still no phones. She said she'd contact home office and call me back, I'm still waiting for her call back. In the meantime, I called MCI yet again on May 9th. This time I explained my whole situation asking if the move order had gone through - "no, your service is still at the original location the move order was cancelled" - let me transfer you to Repairs. I speak with yet another MCI rep who again runs line tests, this time the "outside line" is testing bad... we will get a technician out there by 4PM May 10th.
On May 10th, after nearly 48 hours of no telephone service for our business, a MCI technician show up at our business at 3PM - states that we need to have our service re-established because it had been moved already. Why couldn't any of the MCI customer service reps, or repair reps or priority service reps tell me this bit of information? I immediately call MCI and after being passed around to 3 people I finally get a hold of a woman who tells me, after calling home office, the service had already been moved to a new location. Really? She said I would need to move the service again to my original location. My question to her was "Why wasn't I told this on the 9th when I called about my phones not working? I would have placed another move order then." Her reply was that their system didn't update quickly enough. So I tell her I need the service back at my original location. She says she'll have to call home office and validate my address and phone numbers. I'm still waiting for her call back.
On May 11th, I call MCI again - we're now going on 72 hours without phone service. I speak to a priority service rep - she says no new move orders have been placed. My service is still active at the new address. She then proceeds to tell me that it will take 10-15 days to get the service moved back to my original location. What? I've been trying to get this taken care of for 3 days and now I have to wait another week to 2 weeks? I ask if she can expedite the order or something as I've been given the run around for 3 days. "No, I'm sorry we can not give priority to any of our customers as all our customers are equal." I ask for home office's phone number, she says she doesn't know what I'm talking about, they don't have a home office. Ok, so who were all the other reps calling? Anyway, I ask for a managers phone number and she won't give me a number but says she'll have one call me. I'm not holding my breath.
As I wait impatiently for MCI to move my service to my original address, I hope and pray that my business can recover from 3 days and possibly a week more of no phone service. As soon as I finish this review I plan to contact a new phone service provider.