Friday, May 21, 2010

For $12.99 you can talk to an American

I access the internet via DSL though Qwest. Today my DSL went down and as I type this I am still on the phone with Qwest. Thirty minutes and counting…

I kept getting India, asking for US and getting hung up on. Finally I called customer service, asked for an AMERICAN. She found me a tech located in Utah, however, right before my transfer; I was informed that for $12.99 per month I could be guaranteed to always get an American tech. Seriously? I also would get free maintenance of my DSL box, but the BIG selling point was not to have to deal with off shore people ever again. Qwest is making it so easy for me to say good-bye.


57 minutes with my American tech, my problem was not solved and they will just assume an outage. That is what I would pay $12.99 for each month?

Update: Since my internet is still down 4 hours later I am again on hold with Qwest. I told the woman in customer loyalty about the $12.99 to speak with an American. It turns out that is 100% true. They offer a few other things with this package that are worthless to me, but the American reps- and being bumped to the top of the waiting queue are the selling points. Apparently they just don’t screw us enough with their ever rising prices, high taxes, bad customer service and constant billing errors, DSL boxes that die every six months and the list goes on, now they want us to pay to speak to someone in our own country.

Since Qwest has been sold, I will bet this problem just gets worse.


Talk To Qwest Team said...

Hello this is Steph from Qwest,

I am sorry to hear about your connection issue and the lack of good customer service when calling in. If you are still experiencing a problem with your connection, please email with your billing phone number, billing address and best contact number. I will have a higher tier technician call you to resolve this. I apologize about the way our technical support and loyalty groups positioned the @ease program this program is designed to provide a priority queue for customers having trouble that have subscribed. It should in no way infer that if you do not subscribe you do not deserve top notch technical support as well.

thank you

Steph Lake
Manager, Talk To Qwest Team

"At Qwest your account information is confidential and protected by law, so I need your permission to access the account.”

William said...

Web crawling at it's best.

The Reivention of Woman said...

As you saw Will-thousands saw the Facebook post and commented. Friends of friends of friends, and the web crawler can't get past the settings on my FB page.