• Report: #832118
Complaint Review:

Century Link

  • Submitted: Tue, January 31, 2012
  • Updated: Sun, June 17, 2012

  • Reported By: Scott — Surprise Arizona USA
Century Link
930 15th Street, 11th Floor Denver, Colorado United States of America

Century Link Qwest Communications $600+ Damages to laptop refuses to take ownership rude customer service retaliated by disconnecting me, lies to BBB lied to my attorney. Denver, Colorado

*UPDATE Employee: Wow

*Author of original report: Thanks Tom.

*General Comment: Was considering CL for their DSL services

*Author of original report: If its just HTML, and client side only... then how does it restart my DSL modem.

*REBUTTAL Owner of company: CT

*Author of original report: No place to call names... especially by a employee.

*UPDATE Employee: Customer Service

*Author of original report: Images for the Original Report...

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1. On or about Oct 24, 2011 Century Link implemented a account past due notification web page that would be presented to internet user on all web browsing sessions, which were required to accept to continue.

2. Alleged that I owed $35.00 in past due, which was incorrect as a $35.00 service discount (overbilled) had not been properly applied, thus causing the past due notice to appear. Customer service told me to ONLY pay the amount I actually owed and the billing system would auto-adjust my account.

3. The past due notice kept causing my laptops hard drive to go into a 100% Read/Write Utilization state, and would also lock up the machine requiring a forced reboot.

4. Once I was able to accept the notice it would go away for about 24 hours, then return, only to create the same problem. This occurred for approximately 4 days straight.

5. On Oct 28,when I left for work I forgot to close my web browser when I left for work, and the page I was on refreshed, and the past due page was presented again during my absence, however I was not there to catch it, and stop the hard drive from essentially running itself into the ground. When I got home more than 10 hours later my machine was sitting at a Windows Blue Screen locked up solid, the hard drive light was lit solid, and the machine was so hot that I could not pick it up. I had to pull the power plug and yank the battery to get it to shut down.

6. On the next power up after it cooled down, everything seemed fine but after about 15 minutes the hard drive would go into a 100% read/write status, and the machine would blue screen again. It did this many times finally getting to a point where it was not able to be used.

7. I wrote Century Link a letter and faxed it to them on the evening of Oct 28 asking for them to fix my computer. They wrote me back on November 1st, denying the claim and pointing me to a limitation of liability packet. They failed to understand that the damages was caused by a forced webpage created and owned directly by them.

8. During this time I took it upon myself to have the machine repaired, it cost me $597.66, on November 18, I wrote them again this time mailing it via USPS Priority mail. Even today I continue to have lasting effects on the computer do the CPU overheating.

9. On November 28, they replied back again denying liability, and stating that I got a virus and should look into commercial antivirus, and that they had their so-called specialist look at the identified webpage and that it did not contain any bad code that would damage a computer, and that they refuse take responsibility for the damages once again pointing me to their
limitations of liability.

10. I filed a complaint with the BBB on 12/2/2011, since then there have been multiple "emails" between myself and them, but the crux is they continue to deny liability.

11. They replied to my lawyer who wrote a letter for me on my behalf, basically saying the same thing as before... I think they must have a cut and paste reply.

12. I warned them via USPS mail that if the issue was not resolved in 30 days I would be filing suit against them.

13. I filed compliant against them with the Corporation Commission and they are investigating.

14. I filed a complaint with the AZ Attorney General office, and they replied to them with the a similar reply they gave my attorney, again denying liability.

15. On Jan 30, the issue came to a head.  In AZ we are permitted to not pay a bill if there is dispute over the services that is being investigated. At about 1pm or so, they disconnected my service, which was a real bad situation as my - DirectTV, and Verizon Bill is "combined" through them.

16. This so-called "safe code" as they say contains nothing that can do any damages, I ask then how does it have the ability to "reboot" my DSL modem... they refused to answer me or provide the code to me for inspection, saying it proprietary.  What are they hiding?  What are they afraid I will see... must be some incriminating evidence they dont want me to see.
When they "shut me down" not only did they cut off my internet service, they cut off all 4 of my Verizon Phones, and my Direct TV service, and being that my home phone service uses OOMA VOIP services that was lost as well, and when services die with that it forwards to my cell phone, which was dead as well.... this also killed my alarm monitoring ability leaving my house at risk for breaking in since it could not "call" if the alarm were to go off.

When I learned of this, the only number I could call was them on my Cell Phone.... so I sat on a call arguing with their agents over the problem, who refused to do anything. This call lasted nearly 1.5 hours. They held my account hostage, and forced me to pay to get things turned back on (keep in mind I am still out over $600, and still have a busted laptop). 

They then tell me that after I pay, services are not guarenteed to be turned back on for 2 to 24 hours... what the hell is up with that... you have my "hostage money", and you stilll delay me turning back the services on.

I asked to speak to managers, directors, etc.. and was told they don't take calls.

My next moves, are to:

  File a Lien against them.
  File a lawsuit.
  Expose them publicly.

This report was posted on Ripoff Report on 01/31/2012 09:10 PM and is a permanent record located here: http://www.ripoffreport.com/reports/century-link/denver-colorado-80202/century-link-qwest-communications-600-damages-to-laptop-refuses-to-take-ownership-rude-c-832118. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE Employee


AUTHOR: Anonymous - (U.S.A.)

This is crazy how another employee talks to a customer. I am also an employee and would never talk to a customer this way. Our clients are what pays my bills.

codehpro...this is exactly why these reports exist online.  I am intrigued at this situation because I have never seen this issue come to my desk. I think it would need to be reproduced to find the exact cause.

I think the past due notice alert may of been a catalyst to the problem but not necessarily the root cause.

Century link is not as much of a proponent of the Corporation Commission as the corporation is to the PUC. Discussing this with them will result in a proper explanation of what liabilities exist on behalf of Century link.

For a litigation to be resolved identifying Century link being the root cause to the problem with the laptop it has to probably be reproduced (which I'm not sure how possible that would be.)

 My assumption is the root cause being a antivirus system that was installed that identified the past due notice as a malware attack and kept trying to prevent it. The script an ISP would use can override the antivirus software's attempt to block it. It could have been best when the antivirus software alerted to an attack by the past due notice to allow it as an exception. It can make a computer lock up if a pre-existing software is trying to continually block something coming from an ISP as those scripts aren't designed to be blocked.

I'd start with your laptops warranty, if that's lapsed then I'd seek liability with whatever antivirus system you had as that would be easier to prove as a root cause. Honestly, I did not read every line of the report as it is lengthy.

Your report did state that you left your laptop on and it overheated, which that information alone could/will make any ISP deny liability as that is an admission of guilt. I can understand how frustrating this situation is, but from a legal standpoint an admission of leaving the laptop on 10+ hours and it overheating indicates the liability shifting to the consumer rather than a corporation.

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#2 Author of original report

Thanks Tom.

AUTHOR: Scott - (USA)

I knew that I have been dealing with just a troll the whole time (aka: codehpro), if he is not a troll he is some employee of the company and paid to "fight off" complaints that folks file against them.

I have since split off my bundled services so they can not mess with my cell or Direct TV Services.  Granted I don't get the $10/month discount, but it is not worth the hassle they were giving me. Anyhow, I worked out a $10/month discount with DTV to cover that "loss". 

Unfortunately for the time being I am stuck with Verizon until my contract ends, at which time I am jumping ship to Sprint. 

I like DTV, and its cheaper than cable. I pay about $150/month, but that includes 7 receivers. I keep 4 at my primary house, 2 at my vacation house, and 1 in my RV.  This is a service that cable just can not offer.

I refuse to use DISH, I don't like their service offerings. I am probably going to have to end up taking them to small claims court to get them to settle this issue.... 

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#3 General Comment

Was considering CL for their DSL services

AUTHOR: Tom - (U.S.A.)

However after reading the night mare you all caused this individual with his accounts, aka bundled services I am in no way interested in CL services aka QUEST DSL which also has a bad customer service and overall bad business practices reputation. You all at CL and Quest have dug your own graves on this. FYI I am a professional IT tech and don't you dare give me this bullsh*t that you understand how computers work. I have taken both HTML and Java scripting programming classes and know for a fact that you can hide codes into both html and java aka a source code that can manipulate a persons computers, laptops , modems, routers hubs and switches to run like the customer stated you did with his laptop. I completely agree with him you all are a bunch of liars and some one there hacked his laptop and caused it to fry. And for what to cover your sorry *ses, what a bunch of bullsh*t that is. How would y'all feel if he were to hire a professional hacker to take down your whole f*king network. This royally pisses me off as a Professional IT technician, I know how both DSL and cable internet works. The customer is right, in no way does the ISP services render the state of the modem it is only a gateway to and from the internet and should act in such a way. My ISP services only causes what is known as a soft services interrupt if I go past which I have not done in a long time. and It will show a page in the web browser any of them, via cable one. In no way have they done damage to my computers, or other networking equipment as I bought and own all of my equipment from the modem all the way to the router etc $750.00 worth of equipment and only pay cable one for the services. The do have the right to soft interrupt my services but not to hack my computers that is known as an illegal act and is just the pure act of a coward and a chicken sh*t head who doesn't want to be exposed or spend life in prison due to an illegal act, study the law you mother f*kers. So because of this in no way will I ever let Century Link DSL any wear near my home. I'd rather shoot you b*tards. Grow up grow a pair dude aka balls and pay this customer what He is owed. ( side note to the customer, drop your bundled services, all of them switch to cable one basic services they have a much better customer service and re-pore, aka reputation with their customers. and treat you much better, this would be your internet services. whether or not you so choose to stay with Verizon is totally up to you, I made the switch to sprint and will never ever go back to any other cell services due to their bad reps and lack of good customer services, they are all about money money and more money. as far as your satellite TV services that is also your choice. I dropped Direct went back to basic expanded cable TV for a while and then dropped the TV part keeping the internet and now have dish network and I am happy as ever with cable one, sprint and dish network all bills are kept separate to their individual services. I too once had direct TV, quest DSL and Verizon all bundled into one package and had a similar nightmare, fortunetly they never hacked my modems or computers, lucky f*kers.). 
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#4 Author of original report

If its just HTML, and client side only... then how does it restart my DSL modem.

AUTHOR: Scott - (USA)

Being that you feel that you are the owner of the company now, how that is possible I am not sure since CL is a publicly traded organization.... you might be a stock holder, but owner or CEO, doubt it and if you were you would not hide behind a disguised name of "CodeHPro".  Furthermore a owner/ceo would use proper grammar. 

1. If its standard HTML which since your this supposed expert, you should know this, how does when this page come up force my CL provided Qwest 1000 DSL modem to reboot? The modem has no part of the page viewing its only purpose is the gateway to the internet.  When I would click on continue the modem would self reboot.  We know it was not a modem problem, as my modem was replaced 3 times and each one did this when this page was forced on me.

So something is occurring in the background that initiates the modem to reboot.

2. Even if the fan had been covered, which it was not it still does not give CL any right to force a page to my machines when my account is current.

I am through with arguing this with you, its obvious you are just a troll, and not worth anymore of my time.  Good day.

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#5 REBUTTAL Owner of company


AUTHOR: codehpro - (United States of America)

See that proves you know nothing about computers. First off if it was a decent laptop it would never over heat in any case unless u covered the fan, Also the code is HTML everyone knows you can right click and select view page source. That is the CODE your referring to. So stop acting like an idiot just cause your computer literate. At least use a search engine to see what could have caused the issues 
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#6 Author of original report

No place to call names... especially by a employee.

AUTHOR: Scott - (USA)

CodeHPro - This is no place to call names, your notes are not professional in any manner they seem to be more personally directed at me as if I hit emotional spot with you. Not sure how that got by the mods here, but it did.  My posting have been 100% professional and factual. 

1st:  The credit was not upcoming, I had been advised it was taken care of on a previous bill, so I was not aware the credit had not been placed until the problem occurred. While they did correct the issue with the screen display the damage had been done.

2nd: You know nothing about the laptop I have. How much it cost, the OS, the hardware, etc. I can post the receipt for my purchase from Dell if you think you really need to see it. 

3rd:  A machine CAN OVERHEAT if it goes into a lockup occurs the system is unable to shut down properly. 

4th: My machine NEVER had a problem until I encountered the Century Link forced page, and since CL would not release the code to me so that I could have it professionally reviewed and inspected as it was on the date of the damage I can only assume they are hiding something that they don't want me to uncover and expose.  If they did nothing wrong, then they would have no problems with me seeing the code, instead of saying to me "its proprietary internal code and we cant release it"  If its proprietary, then that also says something is there they don't want me to see.

So, thank you for your comments, but honestly they mean nothing to this case since you acted purely emotionally and not on factual information.

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#7 UPDATE Employee

Customer Service

AUTHOR: codehpro - (United States of America)

First off, If your computer was having troubles with a webpage aka html code. It would have been a Webbrowser problem Not a html problem. Also 2nd if your bill was $35 past due cause of an up comming credit. It is your fault for not contacting are cmc aka financial services dept to make a pay arrange. 3rd If your Laptop was over heating how the heck is that a problem with the OS ? The bios of the computer controls the % of power sent to the CPU. And if your so called laptop is worth well over $600 like u stated. Then u sir got ripped off, 1st thing you should of done is install a new os or use a different browser. We just provided the service! not the equipment if you buy a car. Drive it for 1 week and put diesel into it. And it requires a dif type of fuel how the hell is that the companys fault just cause your to incompetent to understand anything or listen to anyone other then your self. 

Your sire are a child
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#8 Author of original report

Images for the Original Report...

AUTHOR: Scott - (USA)

Here are the images of the letters, and offending page that caused the error.
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