Qwest Wireless appalling customer service

Qwest Wireless: Letter to the CEO

US West

From:

Date: Monday, November 19, 2001 04:32 PM Nov. 19, 2001

Qwest Wireless

Attn: Joseph P. Nacchio, CEO

1860 Lincoln St.

Denver, CO 80295 Dear Mr. Nacchio; I am writing this letter to make you aware of the appalling customer service Qwest Wireless is currently providing. Please be assured I would not be investing the time into drafting this letter had I not exhausted all other channels of communication with your company. In fact, over the course of the last four months, I have spent no less than 6 hours on the phone with customer service, have drafted numerous emails, and have yet to fully resolve the situation I am about to detail for you. In July of this year, after receiving a flier about Qwest Wireless’s cell phone package, I contacted Qwest’s customer service dept. and signed up for this service. When I received the cell phone, I was unable to activate it. I immediately called customer service. The person I spoke with spent approximately an hour on the phone with me. He had me type in numerous different “codes” to try and activate the phone, but was unable to get the phone to work. I was told that I would need to speak with a technician, and that one would be contacting me within the next couple of days. A week passed and I didn’t hear from anyone. Again I called customer service, and after being placed on “hold” for an inordinate amount of time, I spoke to another representative, who again had me punch in numerous different codes in order to try to get the phone to work. Again, it was futile, and once again she told be I would need to speak with a repair technician. She assured me that one would contact me. Meanwhile, I was being charged for wireless services that I was unable to use. She said she would give me a credit through August 5th, and that a repair technician would definitely contact me by that time. I believe her name was Jen, and the reference number for this call was 9910921, however, I am not entirely certain. At that time I was not keeping a copious account of my communications with Qwest. If I’d had any idea that this was going to become the nightmare that it has, I most assuredly would have done a better job of documentation. Time passed and no one called to help resolve this issue. By now it was at least three weeks since the initial problem was discovered. At this point it became clear to me that Qwest Wireless was incapable of offering even minimally acceptable customer service. I was no longer willing to be subjected to substandard results from employees who clearly did not care about customer satisfaction. I again contacted Qwest on 8/9/01. Again I spent a lengthy time on hold, and when I did get a representative, I repeated my entire history of the non-functioning cell phone and lack of follow-through from a repair technician.

The person I spoke to this time was Jessica and I believe the reference numbers for this call were 9993158 and 4384100. When I told Jessica that I wanted to cancel my cell phone service with Qwest and return the useless cell phone at the companies expense, she refused to provide me with a Return Authorization Number. She said I was choosing to return the cell phone and therefore would need to pay all postage costs. I insisted on speaking with her supervisor, and she maintained that I could not speak with one at that time. I pressed the issue, and she took my name and number with the assurance that a supervisor would be contacting me within 48 hours. Jessica left me with the distinct impression that lack of regard for a Qwest customer was “business as usual”. Surprise, surprise, WEEKS passed, and no supervisor ever called me back. On 8/23/01 I AGAIN called your company. This time I spoke with a young man named James (reference call number 10257867). Again, I explained the history of my problems with this cell phone. James was at least somewhat considerate, and gave me return authorization # 4384100 and sent out a return package so that I could return the phone at no cost to myself. He also assured me that ALL CHARGES ASSOCIATED WITH THE CELL PHONE AND CELL PHONE SERVICES WOULD BE REMOVED. These were his precise words. I told James how uncooperative the previous representative had been, and asked that he advise a supervisor of my treatment by her. He said he would do so, and offered his apologies for the treatment I had received in the past. I had hoped that this would be the end of this nightmare, but it wasn’t. My Sept. bill arrived, and my account WAS NOT fully credited for all charges associated with the cell phone as promised. I was still being charged for delivery and “activation” of my phone (even though the phone had never been activated). I was also being charged for something called “Easy Number”, a service I had NEVER requested when signing up for the cell phone. This time I spoke to someone named Natalie, who was, if possible, even more abrasive and uncooperative. During the hour on the phone with her, she kept repeating what I must assume is the “company line” of “It’s not our policy” to give credits for those items.

It’s not your policy?! Does that mean it IS your policy to sell defective merchandise to your customers, charge them fees for “activation” etc., and refuse to take responsibility for the fact that your products do not work? When I told her that I had not requested the “Easy Number”, she refused to believe me and said she would have to check the records. I asked to speak to her supervisor, and she insisted that there was no one else I could speak with. By the end of this conversation, my blood pressure was soaring and I had an intense headache. This was getting to be too much. Other attempts to resolve this issue were made on 10/16/01 with someone named “Reno” who then transferred me to “Heath” who’s apparent title is “Elite Service something or other”. They were steadfast in their claim that it is Qwest’s policy to basically screw its customers over. My frustration was so great that I was literally in tears by the end of this conversation. No one should have to go through the hell your customer service representatives dole out. I gave up on trying to speak to humans and elected to attempt to resolve this situation via email. Although I did receive some credits for services, I still don’t feel my account has been fully credited for this cell phone. According to my calculations, Qwest has still overbilled me approximately $25.00. Eternally hopeful, last week I again called customer service in an attempt to find out specifically what the $40.32 service adjustment on my latest bill covered (I was expecting approximately $65 in credits). I was transferred to 3 different departments, spent close to 30 minutes on the phone, and wound up with someone named Jacqueline who was unable to specifically detail the adjustment for me. I requested a conversation with a supervisor. Jacqueline took my phone number and assured me that I would hear from one within 48 hours. That was 5 days ago. Guess what? No one’s called. I am not an unreasonable person. I only want to be treated fairly, with dignity and respect. In my position as a schoolteacher, I would NEVER CONSIDER speaking with parents or children in the manner that Qwest’s employees spoke to me. If I had, I would certainly be out of a job. Furthermore, if I make a promise to someone, either in my work capacity or personal dealings, I make sure I follow through with it. I respect people’s time and try to deal with things in a timely manner. As I mentioned at the beginning of this letter, I have spent approximately 6 hours on the phone, not to mention the time it has taken me to draft emails and this letter. That is time I could have been spending with my loved ones or doing something meaningful. Put in monetary terms, if I were to receive my hourly wage for the time I worked on trying to get your company to do its job, I would have invested $210.00. I have lost sleep over this, and my health has suffered. I have always paid my bills on time, and expect to be able to resolve issues easily with utility companies. In my twenty years as a phone customer, I have never encountered such horrible treatment. I have attempted to find another local carrier. Unfortunately, Qwest is the only local carrier in the Portland area. This is a shame, because I really don’t want to continue doing business with you people. But apparently, having a monopoly in this area translates to horrendous customer service. Perhaps you have the authority to do something about this. Or perhaps you are too busy to care about your customers. Either way, I feel a response to this matter is warranted.

Sincerely, Cherie C.

cc: Better Business Bureau

Comment On This

I have had problems with Qwest as well. I continued to receive bills for service that I had cancelled. Today they just told me that if I don't pay my bill, they will turn it over to collections. What a unique way to intimidate people into paying for charges that are not valid.

Comment On This

I hope for this mans sake his issues with Qwest were resolved to his satisfaction. Mine are at a boiling point.

In the morning I am going to attempt to contact someone in the complaint dept. there in Denver to see if they can assist me. I have been working with a Qwest rep. since Feb, 08 but today when she thought she was transferring me to someone who could give me the credit for over payment and other issues I was only offered $ 50.00 credit for the next 4 months on my internet charges, which go back over 2 years when I was wrongfully charged for services I did not sign up for or agree to. I have documents to prove this. If this call is to no avail I am going to a TV Station in Salt Lake where the man there will investigate this. I just want to pay for the package I ordered. I don't want anything free. The customer service has a lot to be desired with Qwest, right down to note taking for calls made to them and to their tech support. I have spent hours and hours trying to resolve these issues. Please call me if you think you can assist me with my situation. Most sincerely Joanne Morse at 801-489-8203