Qwest Complaint - Everything about Qwest and now ... I cannot even email someone there, wow, what a shocker !
Resolution Update on 02/04/2011:
well it seems enough people at quest have read this and addressed it. so I say it is resolved. but I don't know how to find the 'contact us' or 'talktous at quest' whatever - another hour or so of my time .... so, and ... yes ,my account is challenging (rocky history) always struggling to pay the bill .... at least I was heard. I complain (not for ego sake) but because I assume companies want to know where there are issues. Some of the answers I have heard are just more 'lip service' some are excuses like - 'well if you press #1 you will get the wrong dept." and I am like : well DUH... did you not see my whole entire point? the small business dept at quest was very helpful :) very helpful. He seems to be a smart guy and really actually did something that helped ME.
so yes... I guess it is resolved .
PS The people/reps in the Logan Ut office ROCK ! They are sincere, courteous, and get things done without 'ego' games or taking a call personal (yes, omg some call centers do that... use customer irritation as a way to get their rocks off for the day) but Logan rocks :)
Recently My internet was shut off for non payment.
I called to see if there were payment plans avail but there were not.
I begged to at least have phone service as I had sent in enough to cover that at least.
They left my telephone on. (Uhm because I sent $75 a week prior)
Later I called back to humbly beg and ask for some type of help as much of my University homework is done online as well as my banking and other business (items for sale, my only income) My daughter has online work as well.
Nothing could be done and no one was able to help me. Finally my mother helped she had the credit card and I scrambled to find some money and paid the entire bill - I owe her now. Either way
The internet was restored. I was able to use it for approx. One day.
I was behind in my homework and business dealings online (due to the original problem, but able to catch up IF Qwest restored service like they said they would)
BUT... the next day, the Internet was shut off again ! For non payment!!??
I called quest only to be linked to some guy in the Philippines. I could not understand him. Nor do I understand why if you want our American dollars to pay for your American business, you would outsource to some poor sap that can hardly communicate with your customers. It is a slap in the face as I see it. Especially after your automated system repeatedly tells me what a valued customer I am or when one of your representatives tell me 'we appreciate your 7 years of loyal service' (considering they keep shutting me off) EVEN after I begged borrowed and stole to PAY YOU and you had no other options for me - a struggling single mom, going to college, trying to save my aunts home, mortgage and taxes (as I live here) etc...
It seems arrogant and thoughtless, redundant even to have an automated system continually tell me that I can 'easily go to the wonderful web site to fix any quest issues', WHEN IN FACT THAT is the reason I am calling to start with.
So I finally call back, but this time I get smart. Instead of pushing 5 for tech support or help, I push #1 (purchasing ordering new products and services) Knowing that if there is money involved (incoming accounts rec) Someone WILL answer and it will be someone who speaks English.
So I do get some decent help (again the good help seems to come from Logan Utah) I am not partial by the way, I don't particularly love Utah, but your call center up there in Logan - ROCKS and I am sure it has nothing to do with you or quest.
Either way he tells me that there is a problem with my account for non payment. I tell him that even though I have used the library, computers at school etc ... I paid for the Internet and was depending on it for several reasons, DEADLINES FOR DESPERATELY needed scholarships and entries that I CANNOT MISS...but now have, as I waited all night hoping they would turn it back on as promised.
You see .... there was NOT or at least no longer a problem with my account, it was indeed PAID.
The problem was on your end, it seems 4000 people were referred to collections today and no one knows why or how, but several reps told me after several calls that I made to them - that my account should be fine and it will be restored soon. 2 - 24 hours. But that 24 hours would be almost out of the question and not to worry.
1. don't try to sell someone something if their account is supposedly in default ????
or if they are having serious issues with services, there has got to be some discrestion don't you think?
2. I see that if you are tech a non paying customer (on your comp records at least) one will be sent to another country for crappy service.
3. and don't it just beat all hell that you would continually suggest using the web, OVER and OVER again when the majority of people are trying to call and get help with just that?
4. another thing, your automated system sucks. I am a mom with kids and dogs and TV's going, homework and cars that pass by on the street, so if or when I breath deep, or the automated phone system hears the neighbors dog bark it gets the wrong message and forwards to wrong departments, starts the menu all over again or simply hangs up on the person. can you imagine how frustrating that is on call 5 or 6 and you are really trying to get someone before 5pm, or you have already been patient for 30 minutes and heard enough 'buy Qwest, buy big, buy now, go to the website, we value you, so buy Qwest and buy it now, bla bla bla".
5. Of this crazy stressful insane and sad week, I have spent approx 6 hours wrestling with your company, your automated system, your reps and their fake apologies and AND their suggestive selling as well as reps that I cannot even understand, nor do they understand our language and slang - not even some of your own terms. I think you owe me, really ! I think you owe me a paycheck and one for damages as well.
One of your reps offered me free 'faster' Internet service for ONE MONTH. That was funny to me - there is nothing free with you people, heck even what I paid for I can't get today and I know ... oh boy do I know ... that if I DID accept that offer and was unable to CANCEL it at the right time (you know ... between 3 and 3:10, on Sunday) I would end up paying for it one way or another.
6. On top of that, even though I used other computers and recourses, I missed out on several thousands of dollars for scholarships, awards and the like because I was dumb enough to believe quest, to believe that when I paid you good American cash money that when I got home I could finish my much needed requirements for school and the scholarships/awards.
The bill was paid on or about the 28th of this month, and today, this morning, the 31st it worked so why would I even imagine it wouldn't (that it would be sent to collections AGAIN and shut off) be able to use the same Internet 3 hours later ? Loosing all of those potential opportunities and monies???
You are so out of touch with reality, so out of touch with your actual customers and the view from this end of the business transaction. You are greedy or too busy or something. You must be listening to 'advisors' and statistics and advertisement agencies all of whom are out of touch as well.
Just the thought of calling quest for help is overwhelming and a pain in my ass !!
You are probably loosing so much money for the transfers, the outsourcing that we Americans will refuse thus calling quest again several times that day and adding to the workload of others etc ....
It probably takes 7 outsourced employees to do the job of one American - really !! so in effect you are loosing far more than you think in my opinion. Just no one is telling you that because they are profiting off of you somehow.
*Don't tell people they are 'valued' if you will not work with them on a payment plan.
*Don't thank them for their loyalty before during or after you are denying them service they have paid good money for.
*don't use the same 'sell sell sell ' recorded message on your damn automated 'on hold' recordings - it really doesn't help, it makes people desensitized and angry. I have a few better Ideas that would double your profit in 2 years.
By the way, have you ever heard the ''Xerox, Bill Gates Microsoft'' story? I am sure you have, you haven't heard though that my grandmother worked for Xerox in those days (one of the first female tech's) anyway, she was a direct witness - rather primary source of information concerning that terrible mess. I just wonder how many up and coming people you are really patronizing and irritating with your spearmit-ment.
I have lost much due to you and your company this week, even AFTER I busted my butt to make sure the money was in your pocket and I was doing what was required of me. I don't have any other place to go in order to get my work done, apply at these deadlines, submit the required things AND I spent most of my time on the phone with your people (scratch that) with your computer systems and foreigners as well as your automated system and 'on hold' message.......
So it is about 10:00 pm and I am watching a lot opportunities go down the drain - I cannot even send this to you (It is in word pad and I will send it via email when - IF my Internet is restored)
My problems are monumental, just in general and I cannot believe this is happening.
Cut to this morning... Feb. !st, Still no internet and I had to call AGAIN, and be on hold, AND talk to the financial dept AND be apologized to as well as have someone try to SELL ME SOMETHING AGAIN !! Making me late for school. Is there no common sense in your company? Do you skip that part when you are training them to sell sell sell, apologize, 'understand' sell sell sell? AGAIN I am told there was yet another mistake and that she would make sure it was turned on today, I come home at 1:00 and yes, it was on, but not after missing several homework assignments, only after my bank account gets in trouble as I could not manage it from the online account I set up. Only after my daughter missed a few of her home work assignments and we both missed deadlines. Most extremely important as I NEED the grants for college (I live below the poverty level and what I did have for gas money and school needs, was sent to your pocket - (I get that, I really do, business is business right?
So let it be that, business and keep the financial and social advise to those experts, I don't need your reps telling me to borrow money or take out loans, first of all : Uhm like it was a news flash to me that borrowing was possible, second it's none of their damn business and three, if it is obvious I cannot pay bills, do you suppose it should be the advice of your Christian based company to tell me to go into more debt? Or ..... the worse and later, try to sell me something after 4 days (2 weeks actually) of not being able to get the basic services from your company that I ordered in the first place ... having them shut off for non payment twice, after the bill was paid.
Yes there are 'glitches' in the system, in life for that matter so you may want to just blow this whole incident off and blame the glitch, but meanwhile, what unfolded while trying to fix the glitch should be your major concern...........
Long story short - You guys really aren't paying attention and your technical stuff it is only costing you money, your scripts are bull and unwillingness to work with people in hard times will be remembered for eons.
I write for a local paper, a good one and I am moving up in the 'world' :)
getting my degree and I have written in the past about charity, forgiving of debts, good companies that help the community, where and how to contribute, who to pay attention to etc ......
I am just a 'little head' on the totem pole right now, a single broke mom going to school and still succeeding (even though I had to deal with you all week)
I thought some of you might like to actually know the real statistics, the real story and how it sounds on 'our' end, the customer, and what your lack of actual business sense is doing to so many people.
Is someone playing games?