..... Please read the transcript below and I would welcome any advice on who to contact to solve this problem.
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Thank you for contacting CenturyLink. My name is Simon S. (20748). How may I help you today?
Simon S. (20748): Hello Paul
paul h: we have not had reliable internet service for over 2 years. a few months ago we had enough and complained to the Colorado Public Utilities Commission. Finally they ran a new line from county rd 32 to the box near our house. at no time was the problem ever on our property. we had reliable service for about 60 days then the service would be intermittent.
Simon S. (20748): How can I assist you today?
paul n: the cable that was laid not on our property has not been buried so it has been cut by mowers on two occasions we have been without service now for a week
paul h: when we call we get the run around to verify our modem etc is working when we know where the problem is. I have pictures of the cable splice running along the road. We have never received a credit we pay for a service we don't get or we get sub standard speed. We just want it fixed.
Simon S. (20748): To have the wires fixed and to have it buried you will have to get with our Repair department Paul. Please call the number 800-788-3600. and they can have a tech to come out
paul h: we have done that 6 times
paul hn: stop passing the problem get us to someone.
Simon S. (20748): I understand Paul, I would recommend putting in a repair ticket so a tech can come out.
paul h: your repairman say they can do nothing until you say it is ok to bury it.
paul h: Repair tickets just get them to splice it again
paul h: we want it fixed
paul h: who is the head of customer service
paul h: look at the account and see the number of repair calls how many should we have to make
Simon S. (20748): i am really sorry Paul about the inconvenience. I understand. The chat option dont have the option to get a repair person out, I would recommed calling the internal care 1-800-244-1111 and they can have a tech come out and have the issues resolved, and have the wires buried as well, I do apologize.
paul h: who is you supervisor
paul h: I have called that number over and this is documented 100 times in the last 9 months
Simon S. (20748): I can get you to our supervisor, but she has the same access as I do.
paul hn: then get me to her and make sure she reads this first
Simon S. (20748): Okay One moment
paul h: at some point some one at Centurylink has to own this problem to make sure it is fixed. the Colorado public utilities commission suggests we go to the attorney generals office. I cant believe I am having to do that to get a service I pay for repaired.
Simon S. (20748): It will be about 5-10 minutes to get the supervisor on the chat, hold on one second please. I am sorry for the troubles.
paul I have waited a year what is 10 more minutes
Simon S. (20748): One moment please Paul.
Diamond D.: Hello Paul this is Diamond. Sajan supervisor.
Diamond D.: How may I assist you?
Diamond D.: I do apologize I am not able to access the link you are providing.
paul h: we have made no exaggeration over 100 repair calls in 9 months
Diamond D.: May I ask what is it?
Diamond D.: You are having trouble with your Internet or phone?
paul : pictures of the cables not on our property that you have not buried for 6 months
paul h: that keep getting cut by mowers
paul h: they have been out to fix this 25 times all we want is the service we pay for calling doesn't work
paul : the only thing that got attention was to file with the public utilities commission
Diamond D.: May I ask if you have asked your mowers to stop cutting the lines.
paul hn: and now they want us to involve the Colorado Attorney General just to get you to fix
Diamond D.: That is not centurylink fault that they keep getting mowed over.
paul hn: you are not paying attention it is not on my property
paul hn: and yes it is century link prpblem they did not bury the cable and have it stretched out on a road shoulder
Diamond D.: I understand it is not on your property, How ever the mowers will need to be asked to stop mowing over the lines.
paul hn: mam your line is on their property
paul hn: but this conversation will be just what I need to go to the utilities commission and attorney generals office you are making it my problem to fix and secure your lines on someone elses property
Diamond D.: One moment please.
Diamond D.: You will need to contact our Buried Cable department.
paul hn: have 7 times
Diamond D.: The number is 1-800-922-1987.
Diamond D.: Have you called the number above?
paul h: I know the number by heart what is next
paul h: yes 7 times in the last 60 days that exact number they say they don't have home office permisission to do anything
Diamond D.: You will need to contact them to discuss the lines.
paul : who is your supervisor
paul hn: century link must stop shifting the problem back to me
paul h: don't need to speak to them just need emails to send pictures transcripts and etc
Diamond D.: You may send an e-mail on contact us on the centurylink web page.
Diamond D.: You will need to go to contact us on the centurylink web page,
paul who is head of customer service is this a secret
Diamond D.: You will need to research it on the web page.
paul hoffman: done the email thing to on 6-28-1-2013
paul hoffman: So Diamond you are telling me you can not give me the name and contact number of your or any customer service person above your level?
Diamond D.: I do apologize there is nothing further I can do but note your account of the issue.
paul : or email
paul : that is not an answer to the question
paul: are you refusing to help me
paul n: get the correct person to fix this
Diamond D.: You will need to call the number provided or send a e-mail with your pictures.
Diamond D.: May I have your account number with us?
paul hn: I have called that number 100 times I need a real person with a real name that I can follow up wity
Diamond D.: I will be more than happy to make a note on your account, May I have your account number?
paul h: so exactly what are you capapble of doing?
Diamond D.: I can make a note on your account. I do not handle the buried or unburied cable lines. I can make changes to your account.
paul hn: if you can not dispatch repair give credits or get me to the right person what is your function
Diamond D.: May I have your account number?
paul n: you have it
paul hn: and can find it from the phone number
Diamond D.: I can make changes to your account, If there is a note that says you are able to have a credit for your services I can also give you a credit that would appear on your next bill.
paul n: what changes can you make?
Diamond D.: I can upgrade your Internet, add on services etc.
paul hn: then who is the head of credits who makes that change? how can you upgrade internet that doesn't work
Diamond D.: Like I stated if there is a note that says you are able to have a credit for your services I am able to honor the credit. With out any proof that you are able to get a credit a credit will not be given.
paul hn: why cant you see the account
Diamond D.: Can you verify the last four of your social?
Diamond D.: I will need to get your correct number that is on your bill.
Diamond D.: I have not heard from you for a couple of minutes. Do you still need me to keep this chat conversation open for you?
paul hn: ok I have had enough I will go the utilities commission and Attorney General Office today I really hope you are pleased with the answers you gave and efforts you put into helping
paul hn: with this and other transcripts to prove how un customer friendly century link is
Diamond D.: I do apologize we provided the number that you needed to call.
paul hn: the same number that has been called 100 times trying to solve this
paul h: how many do you think we should have to make to get it fixed
paul how many does diamond think is reasonable?3
Diamond D.: One Call should do but a follow up call would be reasonable.
paul h: well then what would you do after 100?
paul hn: and remember these are documented not exagerated
Diamond D.: I would recommend sending an e-mail.
paul hn: have done that on 7 occasions but will include this text and do it again
paul hn: thank you although you have chosen to be no help at all
Diamond D.: I do apologize I am not able to control the repair tickets.
paul hn: or give contact information other than the regular numbers
paul hn: I really hope that is a policy and not your personal decision
Diamond D.: That is number for your area.