Hideous customer service - DSL internet access
Complaint
Maggie
Country: United States
I had used Qwest DSL for 5 years successfully without problems. Then I had one problem where I had to contact customer service and it all went to hell.
My new DSL modem stopped working.
After hours on the phone, I was told that it was a line problem that allowed a lightning strike to burn out the modem. The person I spoke to on the phone was obviously reading from a script and didn't understand anything about DSL or what I was saying. She put me on hold a dozen times and then we would have to start over again with the conversation since she would loose track.
They ended up sending me the wrong modem. Another hour on the phone just trying to get someone to talk to who understood the problem.They swore they would get me a new modem by Thursday and that they would send someone to install it. The technician came on Thursday before the modem did and already had such a modem in his truck. He said that they could have just sent him over on Monday to replace it. I then spent another hour just trying to get someone to tell me how to send back the bad modems. All in all, I spent about 6 hours on the phone to get the matter resolved just about ready to pull my hair out.
Qwest seems to have two different customer service units - one local that know what they are doing and one remote (outsourced?) where the English is poor and they just read from scripts without really knowing what they are doing. The whole experience cost me 4 days of DSL access which translates to 4 lost days of business. Couldn't even find a complaint department to contact. Worst customer service I have ever experienced.
My new DSL modem stopped working.
After hours on the phone, I was told that it was a line problem that allowed a lightning strike to burn out the modem. The person I spoke to on the phone was obviously reading from a script and didn't understand anything about DSL or what I was saying. She put me on hold a dozen times and then we would have to start over again with the conversation since she would loose track.
They ended up sending me the wrong modem. Another hour on the phone just trying to get someone to talk to who understood the problem.They swore they would get me a new modem by Thursday and that they would send someone to install it. The technician came on Thursday before the modem did and already had such a modem in his truck. He said that they could have just sent him over on Monday to replace it. I then spent another hour just trying to get someone to tell me how to send back the bad modems. All in all, I spent about 6 hours on the phone to get the matter resolved just about ready to pull my hair out.
Qwest seems to have two different customer service units - one local that know what they are doing and one remote (outsourced?) where the English is poor and they just read from scripts without really knowing what they are doing. The whole experience cost me 4 days of DSL access which translates to 4 lost days of business. Couldn't even find a complaint department to contact. Worst customer service I have ever experienced.
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