Qwest Complaint - Customer Service Resolving Complaint
PHOENIX., ARIZONA -- To help reduce monthly phone service cost for an elderly parent. I recommended switching from land line to VoIP with her current phone service provider, Qwest. The cost of broadband service and Voip was less than regular phone and long distance. No brainer, right. Now the fun begins. After receiving the equipment and installing it after the date given by Qwest we were up and running with no problems. Then after four days of use, the phone line went dead. I called Qwest CS (customer service) and was informed the original residential phone number was changed to a new number. I told the CS that no I requested the same number and according to their paperwork I received with the equipment indicated our original number was still the same. After further review the CS agreed and said the sales department made a mistake with the porting of my number and they will need to correct the mistake.
No problem I told them, mistakes happen. The CS told me it will take three to four days to correct. After four days of no service I called Qwest CS and was informed the mistake had been corrected and service should be working correctly. I informed them that no the service was not working and when I called our phone number I reach a nationwide bank branch in Phoenix. I informed the CS after talking with the bank I was informed that the number I've dialed (original number) is not the number I reached. The CS said I have a technical problem and will need to talk with that department. After talking with the technical department and explain the issue they informed it will take a couple days to resolve and will call my contact number when resolved.
After not hearing from Qwest in four days (eight days no service) I called them and was informed that my issue was not a technical problem but a sales issue. The CS said that when my number was ported the sales department made a mistake and would have to talk with them to correct. I informed the CS that the porting problem was suppose to have been corrected. The CS said no it hadn't and the sales department can only help me. I was transfered to the sales and I requested to speak with a supervisor. I was placed on hold for about 15 minutes when the supervisor (SCS) responded with an apology for the long delay and wanting to know how he could help me. I explained the issue and that I have an elder parent with no ability to reach out without her phone service.
The SCS agreed and will personally handle this issue. The SCS requested I give him until the next day to resolve and I agreed. After another four days, including weekend, he responded an informed me that the problem was a technical issue and he had forwarded my issue to the supervisor in the technical department with instructions to keep me informed of the progress. After not hearing from the technical SCS in two days I called and was informed the engineering department was now working my problem and that the problem will be resolved by the end of the next day. I am now approaching the 21st day with no relief in sight. The technical supervisor will not take my call now and keeps giving me a message through the CS that an engineer is still working the issue and they will call me when resolved.