I had phones completely disconnected for 5 days total and have been trying to get everything back up and running for two weeks now!
Decided to switch phone service to Qwest based on the customer service they displayed and promised while I was shopping for providers.
My service rep, Dave Sohl, assured me that he would take care of all the issues with the change so that it could happen seamlessly. As the date for the switch approached I felt very good about the process.
On the day of the switch, January 11th 2011, a Qwest technician came over, and informed me that I didnt have the infrastructure at my house to install the phone lines. I thought that was strange because my former provider had enough infrastructure. The tech was talking about adding lines and drilling under the street... I then called Dave Sohl to talk about this and he didnt know why the tech was talking about those things other than that he read the work order wrong.
I did not get the service switched that day. This was just the beginning of my problems. The orders to cancel the phone lines with my previous provider went through and unknown to me 3 out of 4 of my phone lines were disconnected for 5 days! Since I run a business from home this is a real problem customers got a disconnected recording! It took an entire day to forward those disconnected lines to ring in on the one that was working.
After I finally got past Dave and his boss Nathan Rericha (both of whom I found out worked for a sales company outside of Qwest) telling me it was my former provider that was the problem, I was put in contact with a Qwest rep, Warren Krieger who ultimately got my phones forwarded to the one line.
I asked Warren what I needed to do to get my phones back up and working the way they were before I gave Qwest the go ahead to change them. I offered to forward him the email with the specific instructions I had for the Nathan and Dave but, Warren said he was in contact with Nathan and didnt need any information from me.
When the phones finally got forwarded to the 1 line I started talking with Nathan about what they could do to make things right for me and asked that he keep me in the loop; after 2 messages left I havent heard from Nathan.
As I spoke further with Warren I realize I should have insisted he accept my email. During this whole process they had 'forgotten' a number to transfer over and would never had even known it was missed except that I didnt trust them at all. (I find this really hard to understand as they were supplied with a bill from my former provider with all the numbers and information they said they needed. Not to mention, the quote I received from Dave was for 4 numbers.
At that point Warren put me in contact with another guy named Paul Acuna who got the other number set up for me, but i was really unsure if I was doing the right thing while the independent verifier recorded me setting up the account.
For a few days things were good, albeit, all numbers were coming in on the one line, but at least they were ringing.
The Qwest technician was out today, Jan 20th 2011, two days after the original follow up date was supposed to be. I guess there was a network issue in the area that superseded my visit. They let me know and I was fine with it.
It took the Qwest Tech about 4 hours (4 more hours my phones were disconnected). When he finished up I tested his work before he left. I used my cell phone to check the installed lines 1, 2, 3, and a 4th which I don’t think was needed: only 1 rang in my house. I asked the tech why he installed the 4th he didn’t know... DSL,.?
When I talked to Warren, he told me that the reason the phones weren’t working was inside the house, but I asked: How has anything changed inside the house? He must have told me 5 times; "as I have told you before" as I was asking how my phones had changed and why they weren’t working when I called the numbers just installed. I told Warren that I was getting very frustrated about why they installed another line and why the phones weren’t working and finally just asked for his supervisor.
After I submitted my complaint to the Better Business Bureau I called Qwest to try an get a hold of someone outside of the circle of those who had been ‘helping’ me. After about 30 minutes I finally got on the line with Darius Connal. I wanted to make sure that Qwest management knew about what was going on and I wanted to talk to someone about settling this issue. Darius told me that they could offer me compensation for the days that the phones were disconnected; five days totaling just under $20.
I just spoke with Brooke Brandenburg of Integra, our former provider. She told me that even now there are lines that are still active numbers that haven’t been transferred over to Qwest; meaning we would keep paying for them through Integra if I don’t personally cancel them. This is something that Dave told me he would take care of and not to contact Integra from the outset.
The next morning I had JC, a private contractor technician, come in to assess and “fix” any problem we may have had with the phones inside the house. He double checked all the internal wiring and connections then double checked that when calling the newly installed Qwest numbers they rang in on the corresponding lines on the phone. I asked him why he though they installed a 4th line and he said there was no reason especially since I just needed my business phone number pointed to the corresponding Qwest numbers to ring on certain lines. The interesting thing is: JC told me that our line three wiring was disconnected from where all the phones in the house are hooked up. I know for a fact that nobody here could have possibly done anything to mess with that. The only person who would or could have done anything was the original Qwest Tech.
The first thing I would like is to speak with a supervisor.
The amount of time that I have spent dealing with this issue; not less than 10 hours. Compiling and recompiling information, double and triple checking that that everything is being set up how it is supposed to be. Trouble shooting with Dave, Nathan, and my former provider, on the phone with Warren nearly a dozen times...
Then there is the fact that I have had disconnected phones for an entire work week! Any potential new customers are gone, and I don’t know if any of my old customer may have called and thought I was out of business; since the message did say the number was disconnected. I would say that $1500 worth of work is a conservative estimate considering that in December our revenue was $26,000 and half of that may have come in over the phones.
Our monthly bill as discussed originally with Dave was supposed to be $146 per month with the first two months free. I told Nathan that six months free service seemed more than fair considering how much this has cost me.
No other professional has to endure and if I do not feel Qwest makes a genuine effort to make this right I feel it is my duty and I will have no other recourse than to use all marketing and networking tools and skills at my disposal to warn as many businesses, customers, individuals as possible to beware of Qwest.
Qwest Response 2/4/11
Qwest apologizes for the delay the customer encountered with switching to Qwest. Qwest is not required to compensate customers for their time, loss of business etc. No credit will be issued to the account.
A1 Response 2/8/11
Qwest's response to this complaint is in keeping with my overall experience with Qwest; they don't care to do what's right and they don't care about their customers or the quality of the service they provide.
The very first thing I requested in my desired resolution was to speak with a supervisor about this matter. I am beginning to think that maybe there are no supervisors at Qwest because over the last 4 weeks and probably a dozen calls, I have spoken with nobody that fit that description. I spoke with many Account Representatives who more often than not did not return my calls when I tried to follow up with them.
I just have a really hard time understanding how Qwest can operate in this manner. I know that if this kind of situation has happened to me then it will happen to someone else and that it will keep on happening. Especially if Qwest's response to my legitimate complaint was that, "Qwest is not required to compensate customers for their time, loss of business, etc."
Is there any quality control at Qwest Communications International, Inc.?
Since my original filing of the complaint; I have been told by Qwest; my bill will be about 50% more than what was originally discussed, that because of the nature of how my lines are set up I need to have 4 separate bills, and that a hunting sequence for my phone lines (the ability for one line if its being used to ring on another line) is something that is not possible??? (I am currently talking with an Account Representative to try and work hunting sequence thing out)
My only advice: Don’t use Qwest. Beware of Qwest. You cannot trust Qwest. Qwest does not stand behind their service. You’ve been warned.
It is now February 28th 2011 and I have asked the our account representative repeatedly to make it so we have one bill and more importantly to have our phones have a hunting order so it does not get a busy signal if two customers call at the same time, but I just tried to call the number to check and see if it is still a busy signal; and it is! before we switched to Qwest there you could call the same number 3 times and have it ring on all three of the lines we have. I am not sure when if ever this will happen again for us. Even though I have been assured that it is not a big deal to get it set up that way.