Wednesday, March 02, 2005

 

"Qwest Customer Service" not an oxymoron anymore?

You know the one about, "Your appointment with our technician is scheduled between 8:45 AM on July 4, 1776 and noon on the day after Hell freezes over. Will somebody be home at that time?" And if you answer yes, the tel-rep says, "Are you delighted with the excellent service we've provided today?"

Finally an ILEC gets it. Jonathan Weber, writing in New West, recounts this Qwest experience:
I needed to get another phone line for my house. The network drop, however, only supported two lines, so running a third meant a whole new physical wire from the street to the opposite side of the house - a distance of about 300 feet. It will have to be buried in a trench come spring. Total charge, including the inside jack? $100. Total cost of the third line, including voicemail and all custom-calling features (though not long distance)? $25. Total time spent on hold with customer service reps? Zero. Number to call for scheduling/ problems? The service tech's cellphone . . . Clearly Qwest knows that if it wants anyone to order landlines anymore it had better make it cheap and convenient. At my house, at least, telecom competition is working.
Imagine calling the service tech directly on his//her cell phone, the way the non-telco world does it.

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Comments:
I can second the motion about Qwest at least starting to get it. In my Seattle office I've been a subscriber of Qwest's "naked DSL" - DSL service without analog voice. Once the order taker and I got over the ordering hurdle (the Qwest name is "Standalone DSL") it's been a reasonable experience, and the price savings of not being required to have analog phone service is welcome.

Also interesting to note that Qwest Wireless is now a MVNO running on Sprint's wireless network.
# posted by Blogger Steve Stroh : 3/02/2005 2:01 PM
 
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# posted by Anonymous Anonymous : 3/07/2005 7:42 PM
 
Good to hear that some folks are having good experiences with Qwest. I just had a phone conversation with two of their customer service folks today, and my experience was less than pleasant. You can listen to the conversation here.

Cheers!
# posted by Anonymous Larry : 3/17/2008 4:31 PM
 
Qwest has been a nightmare to me. Each "bundle" bill grew in cost as the months went by. After thirteen months, and many hours trying to resolve the issues, I cancelled service. Comcast did all of the work. I paid Qwest the balance on my account. Now, they are billing me nearly $300 for disconnecting too soon. This corporation should be investigated on the behalf of senior citizens on a fixed income. There practices fall under white collar crime.
# posted by Anonymous Anonymous : 3/25/2008 4:58 PM
 
Qwest is the worst provider. I pay for 7mb but I've never get 7mb. I call and complain about lack of service and they say it must be on my side, but it's not. When they send a tech to my house, he finds the problem to be with Qwest. I've asked for credit and got it, A lot. since the first of the year, I've got a least 200.00 in credits. If they can't provide service, don't pay them. call and demand service or Qwest can keep giving me credit. This is nothing new. I've had Qwest for three years, only because when I stopped phone service ( to many telemarketer calls) I up graded from 1.5 to 7.0 mb. This some how locked me into a two year contract that I never ever agreed to. Now I'm month to month and looking for a new ISP. Qwest would be out of business if they ran their phone service this way. Don't use Qwest
# posted by Blogger Amber : 10/26/2009 7:58 PM
 
Oh, you have censors on this site. I thought this was a blog where you can say what you feel. You know, free speech.
# posted by Blogger Amber : 10/26/2009 8:00 PM
 
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