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Qwest Installation & Repair |
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Jeanne of Tucson, AZ March 12, 2010 After a rainstorm my phone service went out as usual. No dial tone, static on the line and the phone dials 911 which cause the police to come to my house to make sure no one is in danger. I put in a ticket for repair, scheduled for next day. No tech. I call and was told the service address was wrong and it was canceled by the tech. I corrected, scheduled again for following day. No show again, I call and am told tech could not find the address again and canceled. The numbers are wrong on the street and if I had another phone they could contact me at? The last number in my five digit address is a 2 instead of a 5, the rest of the numbers are correct. So if for example it is 12345 and Qwest has 12346 they cannot find the house. Well, there are 3 houses on this street and 100 acres of desert across the road, so if tech cant find my house, do I really want him working on my phone? I have had this problem many times in the past and have corrected the address thru billing many times and been assured it is correct. 8 out of 10 techs can find the house. I have provided an alt phone number to "call for directions" in the past and no tech has ever called it. I think Qwest is so backed up with repair orders they cant get a tech out for the next week but don't want to tell the consumer that. Magically the tech will find my house after the phone has been out for a week or more. This would explain why for the last 2 days I have been watching for a Qwest repair vehicle and haven't seen it. Not like I have a lot of traffic on my road, maybe 4 cars a day, and I can hear them. Plus if they call on my phone I can answer through the static and talk somewhat. No one called. No ability to call 911 if needed. Unknown how to make phone do that as it does it randomly. No cell phone. Nearest payphone would require I drive, if able, 5 miles. If someone parks a vehicle blocking emergency access to a drive the police will tow that vehicle within a few hours. How is this different? I am denied emergency services by not having the phone. Anette of Bellevue, NE March 11, 2010 I got Qwest service in Jan. and I called them back later because I did not want to have phone service with them. Somehow they made a differnd account so I got another bill. When I called because my service was shut off they said that I had to pay a 200 early termination fee! I did not cancel anything yet they say I did. Now I get phone calls every day and all the time from someone differnt. I will not pay this because I did not mess this up. Whenever I ask to speak to a manager I am told that they are in another call and I do not get a call back from them. it is sad when a COMMUNICATION company has problems communicating. I ended up having 3 accounts then some were closed but they still say I have to pay the balance! I hope they will figure this out any time soon because I have better stuff to do then to talk to them every day about the same stuff they messed up Patty of Waterloo, IA February 20, 2010 Some moron from customer service with Qwest put in an unrequested repair ticket for my cab business office phone on Feb 16, 2010, which removed the remote call forwarding, which we use as a cab company MULTIPLE times a day, also our long distance, and by the time it went through on FRIDAY NIGHT Feb 19, the business office was closed and repair refused to fix the problem until a repair ticket can be put in on Monday! We are not a bank with 9 to 5 hours, our highest call volume comes in on the weekend nights, and we had no service to get the calls to our dispatchers who live in another city an hour south of where the office is located. That is the reason we depend so much on the remote call forwarding, to get the calls to them, then they get the drivers to the customers. 2 people I spoke with at Qwest put a hard call forward on to a local number for one of the cab drivers who ended up having to dispatch all the bar rush weekend calls while still trying to drive people around. How safe is that? How can a cab company function without a phone with long distance and call forwarding to their dispatchers? We can't! It's a university town, the college students are from all over the USA and we have to use our long distance to notify them that their cab has arrived to pick them up. Today I spoke with this obscenely rude witch of a supervisor Kathy Stock who absolutely REFUSED to do another hard call forward even though they COULD, she said they wouldn't, because 'it's against policy.' Then she actually said that I'm the one who requested the change! There is absolutely NO WAY I would do that to the company I've worked so hard to build. They have done irreparable damage to my 3 month old business, our customers are angry that they were not able to reach us when they needed us, they have cost me over a thousand dollars in lost business, and they simply refuse to admit they screwed up or to remedy the problem. YES PLEASE have an attorney call me because of all the damage they have done to my business, and all the money they have cost me due to some moronic high school dropout customer service idiot who doesn't know the first thing about business phones, I'll be suing Qwest over it. rich of salida, CO February 10, 2010 Promised business service to be set up. did not explain the services available. Took 3 days for Qwest to determine that the order was not being completed. Upon resolving order, determined that a week would pass before service can be established. Qwest advised that one of the initial services (voicemail) offered was not available after the fact, causing us to further delay phone service in search for another provider. Dianne of Phoenix, AZ February 4, 2010 I am not a Qwest customer, even though Qwest has a monopoly for Internet, phone and TV at my apartment. Instead I have Verizon mobile broadband and read my Amazon Kindle instead of watching TV. Why? Because of the incompetent customer service reps at Qwest. I thought it would be easy to call in and order internet and TV. I was wrong. First, they were confused because I already had a Directv account at my home in Dallas. It was difficult for them to comprehend that I did not want to transfer my service - I just wanted a second account here in Phoenix. Apparently their computer (or its operator) had problems setting up my account because I already had an account. They needed a credit card number. I gace them a number and a billing address, the same one that Directv already has on file. They called back to tell me it was declined. I asked them to read the nmber to me and they had dropped 2 digits but did not recognize that they had the incorrect number of digits for AMEX. I gave it to them again. It was declined. I suggested that they check the billing address...oops they had used the service address, not the billing address. On the 3rd time it went through and we scheduled installation for TV and internet. Next day I got vice messages and finally they got through to me while I was taking my mother to the doctor. I was informed that my credit card was declined once again ( with the implication that I was some sort of retarded deadbeat). I gave up and told them to just cancel the whole thing since they obviously did not know how t enter a credit card and billing address. Who knows what more they would have messed up if they actually knew how to enter my credit card. In the meantime, I got multiple fraud alerts from AMEX - someone kept trying to charge my card and they didn't know the correct billing address. I have been a Directv customer for over 10 years and have always received excellent service. I fail to understand why Directv would affiliate with an irresponsible, customer-unfriendly provider like Qwest. I sent a complaint to Directv and Qwest. Directv promptly answered, apologized, and referred my complaint to management. Apparently irate cstomers are common at Qwest and since they have a monopoly in this apartment building, they don't really care about my complaint. I am really glad that I am only here in their monopoly building for a few months and would never again consider moving anywhere that Qwest has a monopoly. Multiple phone calls implying that I am a deadbeat without any credit. Maybe some day I will get good enough credit to use their crummy service - fat chance! Reduction in credit score by 2 points due to inquiry. Fraud alert from AMEX credit card Sharlene of Missoula, MT January 11, 2010 What a total mess! It started for me back in November, 2009. During the middle of the month, my long distance service was interrupted by the "Fraud" Department at Qwest. They contacted the Billing Department to stop me from utilizing my long distance plan. There was a large charge accumulated for International Calls to the UK and Singapore. I do not make international calls and neither does my daughter. We do not even know how to or where to begin. Anyways, I finally was able to reach someone in the Fraud Department. That alone was a challenge. When you contact the Billing Department, they are totally in the dark. They pulled up my info and were not able to provide me with a phone number or name. I was informed that normally the Fraud Department does not even talk to us, the customers. But, I percevered and found a phone number - which I gave to the Billing Department (that way the would have a phone number if they needed in the future). After a very long conservation and my increasing annoyance, I was able to have my long distance turned back on. They would block international. I told them fine by me because I DO NOT DO international calls. Now, at that time, I was not able to dispute the charge. I was told I would have to wait until the actual statement came out, which it did the following month. That again was a nightmare. NOBODY WAS LISTENING TO ME> I was bounced from one person to the next with no help at all. Except I was told that maybe someone broke into our place. Well, no - nothing was broken and some of the calls were made when we were asleep or getting ready in the morning. Plus we have a dog that is part boxer & rott. I can't think anyone would be alive if they broke in. Not with Holly, our dog. Anyways, someone then implied that someone in the house made the calls. There is only 2 people, 1 dog and 1 cat. Me and my daughter did not make the calls. Now unless the dog and cat are smarter than I think, they couldn't have either. But, the Qwest employee suggested that maybe the cat or dog did and maybe I should turn around and charge them. For 2 months I have been ignored and belittled. My last conversation with another investigator went something like this - They would not call the number on the bill themselves. They would not provide me with a copy of the report or who the number belonged to. (The calls to the UK was made to one number alongwith Singapore.) I would have to have a subpoena for that. Makes you wonder, if they won't dial the number to see where it goes there must be something "tied" to it. Maybe a virus???????? But, I had an interesting conversation with someone this weekend. During that same time period, I was having computer problems. Well, guess what, major virus right after my daughter downloaded updates from Qwest. Right now I am in the process of compiling info to turn over for further investigation. I am not lying down and paying this 3000 bill. Not ever!!!! So, word of warning, do not utilize Qwest. Do not accept updates with them. I would like to hear from anyone else that may have had a problem. Thanks! Kari of New Brighton, MN December 28, 2009 After several years of having Qwest as my internet provider, I began to have problems with intermittent service (sometimes down for days) and billing errors due to this. After speaking with customer service several times, they were still unable to correct the billing error for the times my service was down. I cancelled the service more than a year ago but continued to receive the next months bill. Qwest customer service informed me that service was not cancelled at the end of a billing cycle so I should only actually owe payment for a partial month, was given the amount owed and told that it would take an entire billing cycle for the balance billed to show as a credit. I continued to receive several more monthly bills, for the full amount. This time customer service had no records of the previous conversations or my service being cancelled, I owed this amount, end of story. Despite my repeated calls to customer service, they continued to bill me monthly. I finally thought progress was being made after ONE customer service rep. reviewed the history and I was told my account would be credited. The next month, I did receive a credit for almost 100.00, but the following month they began to bill me again. Even with the repeated calls to Qwest, the bills continued until I was notified that my service was being disconnected (even though there had been no service through this entire process). At this point my bill was in excess of 165.00 (including late charges)again. Finally on 2/26/09, I spoke with another person from customer service who reviewed the entire history and said the entire balance would be credited. This time I asked that he e-mail me confirming our conversation that my account would be credited and again once the credit was applied. I received both confirming e-mails that day and was so completely relieved this was finally put to rest. No more than a week or so later, I began to receive phone calls from Qwest's internal collections department saying that I still owed the balance. I was told by the same person in customer service that had credited my account that their system may not be showing updated for the collections department yet. It would show soon and not to worry. After several weeks, I was still receiving calls and "the systems was not showing as credited". I was involved in a conference call with customer service & Qwest internal collections as well as I also have proof of forwarding the two confirming "credit" e-mails to the person who was then responsible for handling my account (3/20/09). Once again, their error was admitted and the situation was cleared up. Approximately a month later, I received a letter from an external collection agency regarding this same balance. I explained the situation, sent them the confirming e-mails and contacted Qwest yet again. With sincerest apologies, the situation had once again been cleared up. Today is December 27th 2009, well over a year later and yesterday I open a letter dated December 14th 2009, from ERSolutions, Inc. (collection agency) regarding: Creditor: Qwest. Balance:165.97 I've spent many, many hours on the phone during my normal working hours trying to get this situation settled. I've also had credit problems in my past and have worked extremely had to get my credit back on track and keep it that way. I can not have blemishes like this showing just because giant companies like this think they can do whatever they want to whoever they want without repercussions. John of seattle, WA November 18, 2009 I've had qwest for 3 years now and I can't seem to get constant internet speed. I call to complain, but get passed around from person to person with no concern with the problem I have. Qwest is the worst provider ever. I can't get any other ISP because qwest provides the other companies with internet service. The fact that I call on a weekly bases is enough to drive a person nuts. Doris of Puyallup, WA November 8, 2009 Qwest is regulated by the FCC and the State Utilities Commission provides oversight. Commissioners are appointed. Washington State residents should contact the Utilies Commission if Qwest wont resolve their problem, keep copies of communications. The Utilities Commission has gone after Qwest in the past and Qwest is required to report to the Commission. In the unlikely event the Commission does not respond appropriately, get your local representative involved and don't give up. All states should have a similar commission. Qwest is a bully and I also have had problems but I am not going to take it and you shouldn' either. Julie of White Bear Lake, MN November 2, 2009 Three business days in a row, I have attempted to get my internet service reset, as the company is unable to hold a connection to my modem. Each time I call, I am greeted by a computer that asks me for my customer information, then takes 11 minutes to tell me all the wonderful new improvements they have made which I do not care to hear. Then I am transferred to a person, who asks me for the exact same information the computer just got from me. This person speaks english as a second language, and chews gum, so I am unable to understand half of his/her/its questions. When I ask these people to remove their gum, I am still unable to understand them because of broken language and unrecognizable sentence structure. I ask for an english speaking supervisor, and am transferred to another hispanic person with gum in their mouth and broken english. This company is based in the nordic captial of the United States (minnesota) and I am unable to find a Sven, an Ole, or even a Dave or John. I want MY America to require its workers to speak fluent english! If i go to Mexico, i am required to speak spanish, if i go to France, i am required to speak french. Advertisement
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