Qwest Complaint - Letter that I'll be sending to Qwest
October 25, 2010
Denver, CO 80202
Dear Sir or Madam,
I am writing you this letter to inform you how I have been mistreated my Qwest over the years. Since the summer of 2001 I was a Qwest customer; and the key word is was. Within one month of ordering service, I had the need to add calling features/services. I called Qwest Customer Service on the phone, and the agent who took my call was extremely nice to me and was more than willing to help me. All I needed was caller ID, Voice Mail, Line Backer and non-published. He explained to me that I could go into a home phone package to save money; so I agreed. Then he explained to me the monthly charges as well as the prorated charges that would appear on my first bill. In 2002 is when the issues started. My services would disappear.
I would call in to have them placed back on, they would disappear. I was fed up and asked customer service and ask them why my services that I'm paying for would disappear after I would call to have them placed back on. I asked them if it was my bill, and they said no. I asked them if it was my bill, and they said no. I also asked them if anyone called in to remove my services, they again said no. I also asked them if there is any record of me calling in to have my calling features/services turned back on, they again said no. Qwest doesn't keep accurate and up to date records even though I was told that it would be noted in my account each time that I would call in to have my calling features/services turned back on. I should keep on calling to have them placed back on after they have been removed. I should keep on calling to have them placed back on after they have been removed. I then called customer service again and asked them to investigate then they transferred me to another customer service agent who then placed me on a written correspondence only restriction where I could only request changes in writing to the "Channel Support Team" I wasn't allowed to call in about my services. When I attempted to make my service right customer service would inform me that either 1) they couldn't find my account, 2) the systems are down or 3) they were unable to access my account. Even repair was unable to access my account. I couldn't get cell phone service because of my credit score/history and prepaid cell phones are too expensive. I needed phone service with no long distance, voice mail, Line Backer wire maintenance caller ID and non-published and that's all. Some genie in the sky was changing my services with out my authorization and Qwest wouldn't investigate the issue and find out who or what was causing my issues. I spent many, many hours on the phone with Qwest. I've almost had to go to the hospital due to chest pains because of Qwest's issues.
I’ve posted this same text online, and you find this at http://www.my3cents.com/showReview.cgi?id=88888. I’ve also put the address to Qwest’s “Channel Support Team,” so everyone will be able to see how I’ve been mistreated by Qwest. Qwest’s agents are liars because when I was told one thing by one agent and called in at a later date I was told something else about the same issue.
When I went to read one of the reviews from a recent and former trainee of Qwest, I was appalled that Qwest is only concerned about making money, which didn’t and still doesn’t surprise me. Here is was he said: “I recently worked for Qwest, went through the 5 of the 6 months of training and all these complaints I'm reading are all to common at Qwest.
Hmm, where to start..
Let's start with the actual training. It's 6 weeks in the classroom and while in the classroom we learn of the 20 different computer programs needed to do this job, most of them in Dos like format.. it's a nightmare navigating through them and on most phone calls we access anywhere from at least 3 to 10 of them.. be prepared when calling Qwest, you will be on the phone with the representative for awhile. Also while in the training the trainers focus so much on the sales aspect of the job.. it's all about the almighty dollar at Qwest and we'll get into that a little more later on.
Once done with the classroom training we must pass a test to continue on.. again a lot of the test is testing you on your ability to sell, sell, sell. Next we have 6 weeks of training on the phones. This is where we started losing our class members, at least one a week. We talk to customers and to be honest not one of us really knew what we were doing. It is a hands on job and with so many different computer programs and so many different products Qwest offers no one really knew what they were talking about with the customers either. So during these 6 weeks on the phone we have goals that we MUST meet in order to "graduate" from training.. yes we have to "graduate" and meet these numbers if we want to keep our job. The numbers are ridiculous too.. it depended on how many phone calls we took a day in how high our numbers were. When I quit I had to sell over 600.00 a day while in training.. (I guess I can see why they focused so much on the sales part of the classroom training) I'm sure you can imagine how hard it is to sell something to someone who is already upset having to call in about other billing issues.. and most of the time those issues don't get resolved. It's next to impossible to meet those goals, unless you get a lot of calls that dropped in your lap.
The main reason I quit was because of a number we had to meet that did not allow us to give good customer service.. availability. It's an inbound call center and we had to be available to take incoming phone calls. That means no follow up phone calls or no calling the customer back. It is really hard to give good customer service when you have to worry about your availability every day. Heck, running to the bathroom went against our availability!! It is important to me to go home at the end of the day feeling like I've done a good job and I just wasn't getting that at Qwest.
Now while we're in training our trainers will listen in on our calls from time to time and offer feedback on what we could have done different. Each and every feedback I got was all about how I could have made a sale! What I should have offered that customer and so on. On one call I was talking to a sweet little lady who told me she was 99 years old. All this lady wanted was to change her long distance carrier over to Qwest so that she would receive only one bill every month. My trainer was listening. She came over to me and asked me why I didn't offer to sell her anything. What did she expect me to do? Offer this 99 year old lady a cell phone?? My trainer then informed that once on the floor after I graduate that if my coach were to of listened in on that phone call they would make me call back and offer something.. wtf?? We are required to offer on every single phone call!!! Doesn't matter how upset you are about your bill, doesn't matter if you just want to know your balance, doesn't matter if you are disconnecting your services, it just doesn't matter at Qwest unless it involves $$$$.
In my class of 20 people not one person graduated. The few that did remain come time to graduate hadn't met their numbers and were let go. During my 5 months at Qwest they had hired another 120 people in our office. This was just in our city.. there are Qwest locations all over 14 states. So keep in mind when you call Qwest that it's most likely you are talking to someone in training.. When you call in for quotes on pricing.. call back and get them again. I guarantee you it will be different each time.
Another important thing I want to make people aware of is what is referred to at Qwest as "slamming and cramming" accounts. This is where a customer were to call in about something and the representative "slams" their account with products without the customers knowledge. I can't tell you how many times I dealt with this issue, it was just sickening. In a job that we're required to meet numbers and the reps work on commission you can only imagine how many filthy, dirty reps slammed accounts to meet those numbers or make a dollar themselves. Every time you call into Qwest you are opening your account to them.. you are giving them the access to slam your account with products you don't authorize.. you won't even know it's been done until you get your bill. Then when these people call in about it and state they never authorized this.. nothing can be done. Hope and pray when you call Qwest that you get an honest representative What a nightmare that is getting a phone call on someone who states their account was slammed and there isn't one damn thing I could do about it.
No one to report it too. Even if there was some place to go and report it too I doubt it would get reported.. remember the reps must worry about their availability and get right to the next phone call.
Oh and when you request to talk to a supervisor the representative isn't lying when they tell you one isn't available. Sure we have our trainers and once out on the floor we get a coach who we can go to but they don't have the authority to do anything the reps can't do. There is no one to take a complaint to right there on the spot. We filled out a ticket and sent it out and let the customer know that a supervisor would contact them in the next 24-48 hours. However, I've seen all these tickets and I can tell you that there is no way Qwest has that many supervisors doing call backs.. don't expect to get called back.
I'm not a bitter disgruntled employee who worked at Qwest..There was just so much about that job I didn't agree with that I had to walk away. I wanted to help so many of the people who called me but there was nothing I could do to help them..It's a customer service job but I'm here to tell you there is nothing customer service about it.”
Now, this post really confirms to me that Qwest doesn’t care about customer satisfaction or whether or not a customer has a billing issue and what goes on behind the scenes at Qwest. You should be ashamed of how you do business. This type of business is unethical, and has to be against the law!
In closing I will be posting this entire letter to that same website so everyone will have the opportunity to read it. If you are curious and want to read it you can read it at:
Recently, someone was able to use my debit card information and charge $35.00 from Qwest to my debit card