I do not miss my payments or misuse my DSL. I am to the point of cancelling. Here is a example of your "Stellar" customer care.

Remote Control Status: Disable View Only Full Control
Send
Problem: I am sick of my DSL not working and am thinking of canceling Status: Analyst Tech is here and your issue status is: working End Session User Dennis has entered room

Qwest Tech has entered room

Tech(Fri Mar 27 09:27:04 MDT 2009)>Please wait.

Qwest Tech has entered room

Tech(Fri Mar 27 09:27:14 MDT 2009)>Thank you for contacting Qwest QuickAssist. While I review the issue you entered in to us today, can you verify your first name as well as the DSL telephone number please?

Qwest Tech has left room

Tech (Fri Mar 27 09:29:24 MDT 2009)>Hello Dennise

Tech (Fri Mar 27 09:29:27 MDT 2009)>Dennis

Tech (Fri Mar 27 09:29:31 MDT 2009)>How can I assist you?

Dennis (Fri Mar 27 08:29:35 MDT 2009)>

Dennis(Fri Mar 27 08:30:04 MDT 2009)>I am wanting my DSL fixed

Tech (Fri Mar 27 09:31:05 MDT 2009)>I show a technician visited on 03-25, but found no issues, he said he tried calling but no answer and apparently you were not home.

Dennis(Fri Mar 27 08:32:32 MDT 2009)>They did not fix the issue

Dennis(Fri Mar 27 08:32:48 MDT 2009)>There is nothing wrong on my end

Dennis(Fri Mar 27 08:33:03 MDT 2009)>it is at the DLSAM or the back end on your side

Tech (Fri Mar 27 09:33:05 MDT 2009)>The tech stated all test turned out ok

Dennis(Fri Mar 27 08:33:24 MDT 2009)>ping 63.230.8.4 -t

Dennis(Fri Mar 27 08:33:27 MDT 2009)>try it

Dennis(Fri Mar 27 08:33:31 MDT 2009)>tell me it is ok

Tech (Fri Mar 27 09:33:47 MDT 2009)>Depending on the modem, I may not be able to ping it.

Dennis(Fri Mar 27 08:34:11 MDT 2009)>I am ready to cancel

Tech (Fri Mar 27 09:34:40 MDT 2009)>I am sorry you feel that way.

Dennis(Fri Mar 27 08:34:46 MDT 2009)>I have over 3 hours on the phone with your company and tier 3

Dennis(Fri Mar 27 08:34:57 MDT 2009)>I dont care if you are sorry

Dennis(Fri Mar 27 08:35:00 MDT 2009)>I want it fixed

Dennis(Fri Mar 27 08:35:04 MDT 2009)>I am sick of it

Dennis(Fri Mar 27 08:35:36 MDT 2009)>I am ready to switch to Comcast

Dennis(Fri Mar 27 08:36:12 MDT 2009)>since the Tech found no issue, isnt it obvious that it is not the circuit

Dennis(Fri Mar 27 08:36:24 MDT 2009)>it is on your back end

Dennis(Fri Mar 27 08:36:40 MDT 2009)>you have created a COS policy that is killing me

Dennis(Fri Mar 27 08:36:56 MDT 2009)>read your notes

Tech (Fri Mar 27 09:37:46 MDT 2009)>What do you mean COS policy?

Dennis(Fri Mar 27 08:37:52 MDT 2009)>Class of Service

Dennis(Fri Mar 27 08:38:16 MDT 2009)>do you have notes in my account?

Tech (Fri Mar 27 09:38:37 MDT 2009)>Just last ticket stating packet loss

Dennis(Fri Mar 27 08:38:54 MDT 2009)>ping 63.230.8.4 -t

Dennis(Fri Mar 27 08:39:01 MDT 2009)>tell me what you think

Dennis(Fri Mar 27 08:39:19 MDT 2009)>when it works correctly, it is no packet loss at all

Tech (Fri Mar 27 09:39:23 MDT 2009)>Again... it depends on the modem

Dennis(Fri Mar 27 08:39:25 MDT 2009)>at this point it is not usable

Tech (Fri Mar 27 09:39:40 MDT 2009)>So you cannot even browse right now?

Dennis(Fri Mar 27 08:39:42 MDT 2009)>I am not arguing with you. It is not my modem

Dennis(Fri Mar 27 08:39:46 MDT 2009)>I am not at home

Dennis(Fri Mar 27 08:39:54 MDT 2009)>I am pinging my server

Tech (Fri Mar 27 09:40:05 MDT 2009)>Well we cannot even troubleshoot if you are not at home..

Dennis(Fri Mar 27 08:40:14 MDT 2009)>**** you. I am cancelling

Tech (Fri Mar 27 09:40:32 MDT 2009)>Is there anything else I can assist you with today?

Dennis(Fri Mar 27 08:40:47 MDT 2009)>what is your supervisors name? I am logging the chat

Tech (Fri Mar 27 09:40:56 MDT 2009)>That is fine you may do that.

Dennis(Fri Mar 27 08:41:05 MDT 2009)>what is your employee number

Tech (Fri Mar 27 09:41:29 MDT 2009)>As I have stated at the beginning of the chat it is MOW

Dennis(Fri Mar 27 08:41:36 MDT 2009)>thank you

Dennis(Fri Mar 27 08:41:38 MDT 2009)>bye


You are so big of a company that you do not even care that your service is substandard. There have been no changes on my end at all. It has been working for a while just fine. I do not hassle you and really know what I am talking about. I am a network engineer by trade for a huge company. Your tier 3 realized there was something wrong and dispatched to the DLSAM to investigate. They found nothing wrong on my circuit yet I still have 95% packet loss most of the time and then all of a sudden it will work for a while mysteriously.

When I purchase a service, I expect it to work. I am ok that I don't get the full 12 megs as long as it works correctly all the time. When you do a maintenance window and change things on your side, you need to make sure it does not affect me in a negative way. When I have a issue, I want it fixed and I should not have to deal with under educated people that do not care and just frustrate you after 3 hours already on the phone. I want to be treated like I matter instead of a number. The bottom line is:

I WANT IT FIXED NOW!!!! instead of jerking me around.