Qwest
PO Box 29039
Phoenix Arizona 85038-9039
U.S.A.
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Qwest High Speed Internet access ripoff Phoenix Arizona
1Author
0Consumer
1Employee/Owner
In September I found a notice on my door from Qwest, they had upgrade our neighborhood to high speed digital fiber, and were offering deals of $29/mo for the low end which I was using and paying $42/mo or $44/mo for their new 12GB service. I called them and was assured that yes I could be upgraded for just a few $$ more than I was currently paying. After a lengthy discussion with the Qwest rep I upgraded to their new service. By November I was being charged $65 for the service plus an additional $14 for MSN which I specifically did not want. I called them and was told those charges would be removed from my bill and I would be charged the $44/mo originally quoted. A month later I get another statement with the charges they were going to remove now listed as past due and my charges are back to the $65 +$14, when I called again I was told the only way I could get the (now) $46/mo rate was to sign a 2 year contract and there was no way they could roll back the price over the last 2 months. This is a ripoff from a company that now controls most of telecom.
Vraptor567
Albuquerque, New Mexico
U.S.A.
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REBUTTALS & REPLIES:
1Author
0Consumer
1Employee/Owner
Updates & Rebuttals
#1 Employee
AUTHOR: Anonymous - Littleton (U.S.A.)
SUBMITTED: Saturday, January 24, 2009
POSTED: Saturday, January 24, 2009
If you tell the rep to EBD (Effective Bill Date) the contract, it can be done. Sometimes getting something different than promised can be a blessing. There is a customer retention department called "Loyalty" that hands out 12 months free internet like pocket change. I have even personally worked for the "Loyalty" department. Bringing up 12 months free internet is a quick path to the Loyalty department, because typical customer service reps assume you have inside information in order to know about the possibility of the 12 months of free internet. Unfortunately, you cannot connect with Loyalty by direct dialing. As a rep, I get about 5 calls a day about "I'm going to sue you into the ground!," but that never accomplishes anything. I've even spoken with a customer who happened to be in the Forbes top 50 most wealthy individuals, who soon realized attempting to sue the phone company would be as effective as trying to sue the IRS. The worst mistake is to ask for a manager. Managers became managers by, at one time, being a stern salesman who made money for the company. Occupational employees can accomplish much more than managers. Looking up the corporate figure-heads names on the internet and name dropping like you are best buds with the CEO doesn't help either...I get that one way too much. I was a customer before an employee, i know how it is to see a bill which seems disagreeable.
