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Quest Complaint - I Am Not A Liar - Quest DSL
Quest DSL - Complaint
01/21/11
I finally decide to get Internet at my house and because I have Direct TV, I thought I would call Quest. A 'customer service' agent named Anthony tells me that I 'qualify' for a FREE modem and free installation. I get the modem on time and the tech calls me to tell me I have been hooked up. I connect everything and I am happy..until I get my bill.......I have been charged for installation and for the FREE MODEM. I called 'customer service and spoke to LaRae - who after about 10 minutes tells me she will 'give' me the installation charge back. I tell her I still want the free modem and she leaves and comes back 10 minutes later stating "I read over the notes from your order and there is no indication that you were promised a free modem". I am insulted and I tell her that I am not a liar and I want my free modem. She tells me I have to speak to Anthony because he is the only person who can give me the free modem he promised me WHAT??? She also does not know who her VP of operations is. I call the next day and talk to Jennifer who does not know who Anthony is, but will put in a request to 'review the call and ensure I was not given false information".
Again - I am not a liar, but they need to review the phone call to ensure I am not a liar. I called back today as overnight I became more insulted and spoke to Brian. He tells me that they have to review the call to ensure that the associate was not misleading. I tried to explain that their internal training issues are not my concern and that I wanted the free modem I was promised and they could deal with the call later.
I informed him I was not a liar and simply wanted to modem I was promised..he also does not know who his VPs are and there are 100s pf Anthony's who work there and he could not possible tell me who he was. I also cannot cancel my service because that dept is closed today........
I finally decide to get Internet at my house and because I have Direct TV, I thought I would call Quest. A 'customer service' agent named Anthony tells me that I 'qualify' for a FREE modem and free installation. I get the modem on time and the tech calls me to tell me I have been hooked up. I connect everything and I am happy..until I get my bill.......I have been charged for installation and for the FREE MODEM. I called 'customer service and spoke to LaRae - who after about 10 minutes tells me she will 'give' me the installation charge back. I tell her I still want the free modem and she leaves and comes back 10 minutes later stating "I read over the notes from your order and there is no indication that you were promised a free modem". I am insulted and I tell her that I am not a liar and I want my free modem. She tells me I have to speak to Anthony because he is the only person who can give me the free modem he promised me WHAT??? She also does not know who her VP of operations is. I call the next day and talk to Jennifer who does not know who Anthony is, but will put in a request to 'review the call and ensure I was not given false information".
Again - I am not a liar, but they need to review the phone call to ensure I am not a liar. I called back today as overnight I became more insulted and spoke to Brian. He tells me that they have to review the call to ensure that the associate was not misleading. I tried to explain that their internal training issues are not my concern and that I wanted the free modem I was promised and they could deal with the call later.
I informed him I was not a liar and simply wanted to modem I was promised..he also does not know who his VPs are and there are 100s pf Anthony's who work there and he could not possible tell me who he was. I also cannot cancel my service because that dept is closed today........
Comments:
Posted by littleshorty on 2011-01-22:
Nobody ever called you a liar. But they have to verify what you were promised. They are in the business to make money and can't just give free services out left and right.
Posted by momsey on 2011-01-22:
They are not checking the recording for training purposes. They want to verify what you were told and if you were told you get a free modem, then you'll get one.
They didn't call you a liar, they need to verify what you're saying. You would do the same if the shoe was on the other foot. Why do you care who the VPs are? That title really doesn't mean much. Most big corporations have hundreds, if not thousands, of VPs.
They didn't call you a liar, they need to verify what you're saying. You would do the same if the shoe was on the other foot. Why do you care who the VPs are? That title really doesn't mean much. Most big corporations have hundreds, if not thousands, of VPs.
Posted by littleshorty on 2011-01-22:
I would also like to add that they probably have several call centers all over the country so the agents don't all know each other. I'm sure they have about a thousand or so call center employees.
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