Qwest Complaint - DSL/phone/Customer Service Horror
TACOMA, WASHINGTON -- I hardly know where to begin. I ordered DSL 2 weeks ago; the rep I spoke to was very thorough and I felt confident that I knew everything I needed to know. The modem arrived a week later, and Thursday night I installed it myself with no problems. So far so good. To make a long story somewhat short, it has randomly not worked ever since. Unplugging the modem worked until Monday morning. I called tech support, which has apparently been outsourced to India, and talked to a rep who seemed to be reading off of cue cards--she repeated the same thing no matter what I asked. FRUSTRATING. After walking me through checking the connections (I had already triple-checked them before calling), she told me that she could send a tech out to check on it. If it was OK on the outside, he'd have to come in and I would have to pay a minimum of $100 because I don't have a "linebacker". Well, of course I don't--I've never even heard of it. I thought that was a position in football. I said forget that, but he can check outside. So he did, said there was nothing wrong. So after he leaves, the DSL magically begins working again. BUT--the phone doesn't work. No dial tone. So I call for a phone repair. This guy tells me that he can send a tech, but if the problem's not outside, I'll get charged $85 just because the tech came out--even if he doesn't set foot in the house. Why would the problem be in my house? I haven't sabotaged the phone jack, nor have rats eaten through the inside wiring. Why on earth can't a company just come out and check things out?? "Regulations". Yeah, regulations created to jack the customers. When my phone stops working after the tech comes out, like hell am I going to pay a dime. This last rep finally told me, after I said I was so frustrated I didn't even know what to say anymore, that I could test my own phone outside to see if it was the phone line. He told me what to do, which was simply to open the outside box and plug in the phone. I asked if that was what the tech was going to do to get paid $85. He said that was the last thing the tech would do, after inspecting the wires to the house. So, don't bother with the tech--just do it yourself! My phone magically started working inside after I checked it outside, although it didn't appear to work outside. Go figure. And it hasn't even been a week!! It boggles my mind that I am apparently expected to pay for a service that's not working, plus pay for them to come figure out why it's not working when my phone has worked just fine until I got DSL. I also did not appreciate being told to go look something up online and send an email when I couldn't access the internet. Great--thanks for the help! Not only am I going to look for another DSL company, but I'm looking for a new phone company.