Qwest Complaint - Qwest Landline Service: Rotting, Stinking Dinosaur
In the town where I live, Qwest is an exclusive provider of landline phone service. This is a dying business and what baffles me is that Qwest itself is doing everything it can to accelerate the process. There are countless stories here and elsewhere on the internet of people leaving them in disgust. Here's mine.
It started innocently enough, when I noticed on my bill: "Give us a call for a free account review. See how much you can save with Qwest." I took the bait and called them. Lo and behold, they tell me indeed I had been paying too much, for features I never used. They promise me my next bill should be lower.
I get the next bill and it is HIGHER than before. I'm puzzled. Maybe it's just because of the transition to the new plan? No, the bill after that is also higher.
I call again. No problem, they tell me, we can fix it all. I get my next bill and -- surprise -- it is higher still!
Over the next several months I call them repeatedly. Every time I'm told, "Ok, there's been a mistake, but we'll fix it all for you. Retroactively." And after every such "fix" my bill continues to increase.
I don't know what to think. Isn’t there someone at this company – one person -- who can actually get it right?! Can the entire company be so utterly incompetent? I refuse to believe it. I call one last time. I get a representative who explains to me that ... it's actually all my fault! It's quite clear to her that 6 months earlier I called Qwest and requested that my bill be increased (!!!), for the same service. So there, she explains, you got what you wanted. Certainly nothing will be changed retroactively.
I'm dumbstruck. "Does it really make sense to you that I would call Qwest for an account review, so that I could pay more for the same service?" -- "That's what you did", is her answer.
Things only get worse from this point on. "Isn't there someone at your company who can help me?" -- "No, sir." -- "Please transfer me to your supervisor" -- "I can't do that. And he won't do anything for you."
After I ask her for the 4th or 5th time, she relents and all of a sudden it is possible to talk to her supervisor. But, there's a trick. They first put me on hold, while behind the scenes she explains to him the situation. As she sees it, of course. When the supervisor at last speaks to me, he begins with the same premise, that the customer is always wrong and needs to be convinced of that. He launches an intense line of questioning: "Why are you calling now, when the change was made many months ago?" -- "Because to date I haven't been able to get your company to fix this." -- "I think you've been happy with this change. My proof: I see that you paid you bills on time." -- "I do pay my bills on time. Always. Are you really suggesting I shouldn't have paid my phone bills for six months??" -- "Our system shows that you requested back in January that we increase your rate!" -- "...??? On what planet do you live where customers call and ask to pay more?!" -- "Some of our customers do that!" -- " ....????..."
Eventually, he says that I've taken too much of his time. To make me go away, he offers me twenty bucks. A one-time credit. This doesn't cover the amount of the overcharges. But that's what His Highness is graciously giving me. Take it or leave it. I tell him that I will be leaving Qwest. He is completely unconcerned with that. I ask him how his company, which sells an old-fashioned landline service, plans to stay in business with this sort of customer treatment, in the age of iPhones, Droids, Google Voice, Skype, Magic Jack, and Vonage. He does not understand why I ask this. We conclude, "Can I help you with anything else?" -- "No, I see that you can't."
I've had it with Qwest. I'm canceling my landline, and I swear that I will never again touch any "product" by this company, be it phone, internet, TV, whatever else. Oh, yeah, and I'm getting myself a brand new Droid cell phone. Something I really should've done 6 months ago.
#1. After posting this review elsewhere on the internet, I received a letter from Qwest. "Thank you for being a Qwest customer. We appreciate your business and look forward to serving you for many years to come. [...] Contact us today at 1 866.210.4693 for your free account review".
#2. I ordered Droid X. Once it gets here, I'm canceling Qwest. The Droid hasn't shipped yet, because of "exceptionally high demand" for it. Translation: "because we have throngs of people rushing to dump their landline".