Incorrect and/or conflicting information with no recourse available

Posted Tue September 21, 2010 4:43 pm, by John S. written to Qwest Communications Local Service

Write a Letter to this Company

My phone number is xxx-xxx-xxxx. I am writing about an order I placed today (confirmation #xxxxxxxxx).

I have been a customer since 1981 and in this home since 2003. Not once have I ever been late paying a bill.

Since 2003 I have waited for Qwest to provide internet and television service in my location. Just this year I finally was able to get DSL. Today I ordered DirecTV through Qwest.

I attempted to place my order on line, but I didn't understand one item, the "DirecTV Internet Connection Kit." The link from the shopping cart (javascript:detailLayer('D:6451382') was no help; the pop up screen that appeared stated "Content Not Available." With no explanation available, I had to call for help.

All in all, I spent more than 2 hours on the phone (866-642-0444). The representative that assisted me (Lana) was awesome, but I was left with very negative feelings over all about Qwest.

As it turns out, I was punished for calling instead of placing my order on-line. Specifically, I dispute the validity of charging me $19.95 "Handling and Delivery." I have a screen print that clearly shows $0 for the "Handling and Delivery" charge if I had completed it on-line. If the website's pop up explanation of the "DirecTV Internet Connection Kit" had been working, I wouldn't have had to call, so I should not be charged it at all. I was also furious to find that I don't qualify for the prepaid Visa (the promotion says up to $250) because I didn't complete the order online. It was YOUR website that had the errors so I shouldn't be penalized.

I spoke with a supervisor (Shane) who stated that she wished that she could credit me the $19.95 and send me "at least" a $50 prepaid Visa for bundling my wireless, internet, tv and phone. She said that if she could, she would, but that she had no way of doing so.

It boggles my mind that Qwest has someone with no authority handling customer complaints. I really don't know if she was telling the truth. Is it possible for someone in a management position to have no authority what-so-ever to override computer based mistakes? Or was she apologizing and empathizing and saying she "really, really wished" she could credit me but lieing through her teeth? Either way, what a waste of space.

I asked who I could speak with that would be able to override the $19.95 charge and approve a visa. Shane said no one she worked with or for had the authority. (No one in the whole building has authority???) She left me with only the option to write the Executive Office (1801 California, Denver, CO 80202) to complain, but she let me know not to expect much as everyone is "really busy."

It was amazing to learn that Qwest doesn't care and to be told that nothing can be done. It reminds me of the old "we don't care, we don't have to" attitude of Mountain Bell in the 80's. I won't be recommending Qwest for anything in the foreseeable future.

Note that I have bundled my phone, tv, internet and wireless services with Qwest. Then, reverse the erroneous $19.95 charge and send me one of the promotional prepaid visa cards intended for customers who bundle everything.