[X]
Write ReviewJump to 
8
Helpful
Votes
Votes
Qwest Complaint - Hideous customer service - DSL internet access
DSL internet access - Complaint
SAINT PAUL, MINNESOTA -- I had used Qwest DSL for 5 years successfully without problems. Then I had one problem where I had to contact customer service and it all went to hell.
My new DSL modem stopped working. After hours on the phone, I was told that it was a line problem that allowed a lightning strike to burn out the modem. The person I spoke to on the phone was obviously reading from a script and didn't understand anything about DSL or what I was saying. She put me on hold a dozen times and then we would have to start over again with the conversation since she would loose track.
They ended up sending me the wrong modem. Another hour on the phone just trying to get someone to talk to who understood the problem.They swore they would get me a new modem by Thursday and that they would send someone to install it. The technician came on Thursday before the modem did and already had such a modem in his truck. He said that they could have just sent him over on Monday to replace it. I then spent another hour just trying to get someone to tell me how to send back the bad modems. All in all, I spent about 6 hours on the phone to get the matter resolved just about ready to pull my hair out.
Qwest seems to have two different customer service units - one local that know what they are doing and one remote (outsourced?) where the English is poor and they just read from scripts without really knowing what they are doing. The whole experience cost me 4 days of DSL access which translates to 4 lost days of business. Couldn't even find a complaint department to contact. Worst customer service I have ever experienced.
My new DSL modem stopped working. After hours on the phone, I was told that it was a line problem that allowed a lightning strike to burn out the modem. The person I spoke to on the phone was obviously reading from a script and didn't understand anything about DSL or what I was saying. She put me on hold a dozen times and then we would have to start over again with the conversation since she would loose track.
They ended up sending me the wrong modem. Another hour on the phone just trying to get someone to talk to who understood the problem.They swore they would get me a new modem by Thursday and that they would send someone to install it. The technician came on Thursday before the modem did and already had such a modem in his truck. He said that they could have just sent him over on Monday to replace it. I then spent another hour just trying to get someone to tell me how to send back the bad modems. All in all, I spent about 6 hours on the phone to get the matter resolved just about ready to pull my hair out.
Qwest seems to have two different customer service units - one local that know what they are doing and one remote (outsourced?) where the English is poor and they just read from scripts without really knowing what they are doing. The whole experience cost me 4 days of DSL access which translates to 4 lost days of business. Couldn't even find a complaint department to contact. Worst customer service I have ever experienced.
Comments:
Posted by Anon0385 on 2008-01-04:
I was a former employee of Qwest's. The complaint dept address is:
Qwest Communications
ATTN Corporate Offices
8901 California St
Denver Co 80205
Alot of the reason for bad customer service is because the way they treat their employees that are taking your calls. People that are vomitting sick arent allowed to leave to go to the doctor if they have a history of absences & they are pressured to make sales quotas each month. The customer is supposed to come first but under this sort of pressure it doesn't always happen.
Qwest Communications
ATTN Corporate Offices
8901 California St
Denver Co 80205
Alot of the reason for bad customer service is because the way they treat their employees that are taking your calls. People that are vomitting sick arent allowed to leave to go to the doctor if they have a history of absences & they are pressured to make sales quotas each month. The customer is supposed to come first but under this sort of pressure it doesn't always happen.
Posted by Maaurius on 2008-01-17:
"Qwest seems to have two different customer service units - one local that know what they are doing and one remote (outsourced?) where the English is poor and they just read from scripts without really knowing what they are doing."
There are outsourced groups that can help with simple problems but if they are unable to resolve it you can always request an american rep. And you were not talking to "customer service" you were talking to tech support. Tech support is the only outsourced department.
There are outsourced groups that can help with simple problems but if they are unable to resolve it you can always request an american rep. And you were not talking to "customer service" you were talking to tech support. Tech support is the only outsourced department.
Posted by former long time sales & service rep on 2008-11-28:
Former Long Time Qwest Sales and Service Rep.
The SEC cited Qwest's extreme pressure to make the numbers at all costs. This is a company-wide practice.
As time went by fewer and fewer customer service reps worked there - they were fired. Managers and Union Stewards would repeat "If they're not buyin' they're flyin'" Meaning if the customer is not buying something then get them off the line any way you know how.
Absolutely rotten-to-the-core place to work.
The SEC cited Qwest's extreme pressure to make the numbers at all costs. This is a company-wide practice.
As time went by fewer and fewer customer service reps worked there - they were fired. Managers and Union Stewards would repeat "If they're not buyin' they're flyin'" Meaning if the customer is not buying something then get them off the line any way you know how.
Absolutely rotten-to-the-core place to work.
Note: All comments are reviewed by a moderator before being published. Please be sure to read our guidelines before commenting.
Company Reps: Post your company response!
Recently Discussed:
- Will Not Refund Charges - Long Distance Telephone
- Sad, frustrated and angry - Phone service
- Qwest Internet DSL Service Is Lousy As Their Customer Service - Qwest Internet Service
- Qwest Charges What Ever They Want And Will Tell You Anything You Want To Hear - Bundle
- Qwest should just NOT exist! - DSL- Wireless internet service