CenturyLink REALLY doesn't want a new customer! Phoenix Arizona

This is my story in trying to order new CenturyLink Prism TV/Internet service this past month. Not particularly a ripoff but still extremely frustrating and dissapointing.  

Part I – The Initial Order Process

I first received a letter informing me of Prism service availability in my neighborhood during the week of June 3^rd. I have been fairly excited to check out this new service since we received letters in the mail explaining why CenturyLink would be digging in our front yard. After failing to lower my DirecTV television bill and Cox Communications internet bill, I went ahead and attempted to sign up for CenturyLink Prism on June 13. I went through the sign-up process and selected 20Mbps down and 5Mbps up for the internet connection and Prism Premier with 2 receivers for the television service. The install date was chosen for Thursday June 20, 2013. After the order had been “Successfully Completed” a confirmation page came up with no confirmation number. As a matter of fact, there was no identifiable information reported, only broken javascript/html code. Obviously something wasn't right so I called customer service to ensure the order went though. It did not, no big deal. I was asked to resubmit the order online as to keep all current promotions; something the phone rep could not guarantee. I resubmitted the sign up form with all things the same except the installation date I previously requested was no longer available. Not an issue at all, things happen, dates get taken. I chose Monday June 24, 2013 with a 12-4 PM window. My confirmation number printed this time without issue and I even received an email with the order number: W***7879.

Part II – Confirming my order

On June 14 I received a voice-mail message from a representative with CenturyLink. They said they were calling regarding my order number “NWN097879” and to give them a call back. I also received a cryptic email a few minutes later from “ecom-lqw-fallout@centurylink.com” which was completely blank. I called back the next night and was told the computers were having issues so they couldn't pull up the order to help. I was asked to call back the next day. I called back and this time the computers were partly working but not enough to get an idea on what the issue actually was. I was told by the representative that the issue was that I did not provide my credit card during the sign up process (I was never prompted to) and that they could only provide 20Mbps down and 2Mbps up for the internet. Since the customer service computers were acting up, I would have to call back again later. I called back later – same issue and was asked to call AGAIN the next day. So I called again the next day. This time I was told that indeed it was a credit card issue and also that I was only eligible for 12Mbps down, not 20Mbps. After speaking with a supervisor named Jose he informed me that a whole new order had to be made because they had to request overrides to provide me with 20Mbps down (not 12) and 5Mbps up (not 2). The installation date was promised for Monday, June 20, 2013. If there were any issues at all he would personally call me. No call came so I figure there were no issues. I received a confirmation email the next day, on June 20, with order number N**832757 attached, but no installation date. I also received an account number – 480650***9 which is still owned by someone else.

Part III – No Availability

I called once again on Friday, June 21 to see if we were still on for the Monday, June 24 installation date. I spoke with a representative by the name of Shelby who had to call two different departments to figure out what was going on. She first let me know that the installation date was no longer available, but Tuesday (all day, not half like the previous date) was available. None too pleased, but I accepted. After placing me on hold to confirm, she came back with even worse news. She stated that Jose should have never been able to put the order through. When the installers were sent to do pre-work they noticed that more work needed to be done, including more digging. This is why my install date was canceled (without anyone telling me). She also stated that it could be many weeks until I would be able to start service. Additionally, “somebody” should be calling me that day to explain exactly what is going on. It has been 4 days since that conversation and I have not heard 1 word from CenturyLink.  However, my credit card has been charged the 20 dollars for the one-time internet set-up fee which I do not have an installation date set for.

Part IV – Someone Please Help

As you can see I am a fairly patient person. I also work in the Information Technology field and know how new equipment (and product) roll-outs can be challenging. I also hold a strong background in customer service. Luckily my patience is greater than CenturyLink's ability to provide any sort customer service which is why I am emailing all of you today. All I am asking is for someone to reach out and call me to let me know where exactly we stand and what direction we are heading. It takes a lot of energy to become a new CenturyLink customer. Why? This is getting a bit silly, don't you think?