Bram
05-15-2002, 04:14 PM
Well, Qwest went and did it to me. Ordered my DSL 2 weeks ago, stayed on top of it, checked every couple days to make certain my ISP had record of the DSL line and that all was prepped. DSL was due tomorrow. I called in today for one last check. ISP told me that the line was turned up. Wow! A day early.
Then came the "But..."
"Sir, they set up your line as a DMT DSL and your router will only handle 'Capped.'"
Oh joy. So I call Qwest and get told there is nothing that can be done about it. They don't do capped anymore (nevermind the fact that I had it 2.5 weeks ago). So I bitch and ask for management. 30 minutes later a manager comes on the line and tells me that in circumstances like this there is no problem in returning the line to "capped" status. I start to jump for joy.
Along comes another "But..."
"It will take us until end of day tomorrow (which is my original due date on the order) to finish this, sir."
Okay, I can live with that. Didn't want to, wanted my DSL tonight, but hey that's not too bad.
So I agree to it, give the manager my contact number and finish the call, get back to work.
*Ring Ring*.
"Hi this is Greg."
"Sir, this is *manager's name withheld* at Qwest. I'm sorry"
But... There it is again. Damn that word.
"I have to put this back through as a separate order."
"Which takes 10 business days?"
"Well, I can expedite it to 5 but that's the minimum..."
At this point I am thinking quite a few choice words but I hold my temper (this is amazing for me, must be getting old). So instead I say the following.
"Please tell your superiors that this is dreadful customer service. Not you, you have been trying. Just the general situation. And it is really bad when you consider that over the past 20 months or so your stock has dropped from $63.00 a share to $5.50 or so yesterday. It's unacceptable and I am being pushed more and more toward AT&T Digital phone service and cable modem. After all they did just walk through the neighborhood last week taking a poll on how many wanted their service."
"Yes, sir."
Click.
/em pounds head on desk until it all goes away.
Then came the "But..."
"Sir, they set up your line as a DMT DSL and your router will only handle 'Capped.'"
Oh joy. So I call Qwest and get told there is nothing that can be done about it. They don't do capped anymore (nevermind the fact that I had it 2.5 weeks ago). So I bitch and ask for management. 30 minutes later a manager comes on the line and tells me that in circumstances like this there is no problem in returning the line to "capped" status. I start to jump for joy.
Along comes another "But..."
"It will take us until end of day tomorrow (which is my original due date on the order) to finish this, sir."
Okay, I can live with that. Didn't want to, wanted my DSL tonight, but hey that's not too bad.
So I agree to it, give the manager my contact number and finish the call, get back to work.
*Ring Ring*.
"Hi this is Greg."
"Sir, this is *manager's name withheld* at Qwest. I'm sorry"
But... There it is again. Damn that word.
"I have to put this back through as a separate order."
"Which takes 10 business days?"
"Well, I can expedite it to 5 but that's the minimum..."
At this point I am thinking quite a few choice words but I hold my temper (this is amazing for me, must be getting old). So instead I say the following.
"Please tell your superiors that this is dreadful customer service. Not you, you have been trying. Just the general situation. And it is really bad when you consider that over the past 20 months or so your stock has dropped from $63.00 a share to $5.50 or so yesterday. It's unacceptable and I am being pushed more and more toward AT&T Digital phone service and cable modem. After all they did just walk through the neighborhood last week taking a poll on how many wanted their service."
"Yes, sir."
Click.
/em pounds head on desk until it all goes away.