This is a multi-part message in MIME format. --------------7AF85AA2FC170796FEF91717 Content-Type: text/plain; charset=us-ascii Content-Transfer-Encoding: 7bit here is a copuy of the letter I sent out postal delivery to the Arizona State Attorney general's Office. The names and other private information have been censored here for privacy reasons. --------------7AF85AA2FC170796FEF91717 Content-Type: text/plain; charset=us-ascii; name="letter_to_AG.txt" Content-Transfer-Encoding: 7bit Content-Disposition: inline; filename="letter_to_AG.txt" ************************ letter to state attorney general ********************
Phoenix, Arizona 85033 account: 623-xxx-xxx-167R 16 July 2001 Arizona State Attorney General Consumer Complaints Division 1275 W washington Phoenix, Az 85007 to whom it may concern, I have had recent (and troubling) problems with QWEST, Inc and their management of my account. I recently ordered DSL service during one of their specials (on 26 April) and was given an install date of 7 May. Well, the deadline came and went with no installed service and a really screwed up bill. On 9 May, I contacted QWEST to determine why my services had not been setup. I was told that my new due date was for sometime after the 13th of the month. I ended up being passed from on person to another over the course of the day. The following is a list of people (and case numbers) that transpired of the course of that day. The format is: date, time, person, ID# and case# (and comments in parenthesis) 9 May 09:15 Mark 20298 Case: 537-1316 (discussed the problems with the instal. Nothing was done at this point. I was recommended to call the DSL sales office) 9 May 09:25 Dawn 665 Case: n/a (Spent 3 minutes trying to determine why my due date was changed. No resolution, was passed to supervisor) 9 May 09:27 Cyndi 22935 Case: 537-1476 (was informed that the ticket was not submitted. I asked why and wasn't given an answer I could call coherent. After 20 minutes of waiting on hold, I was instructed to call back to the DSL sales office to resolve the matter) 9 May 10:45 Shannon 2520 Case: n/a (discussed solutions to this problem. This person had nothing new to offer, save some additional phone numbers that were not previously included with the information packet sent along with the service order. It was suggested that I call back later that afternoon and speak with a tech support person about getting the modem device properly configured.) 9 May 15:44 Ramon 20630 Case: 537-6159 (as suggested earlier, I called DSL Technical Support to get current information on configuring my device to interface with the system. The configuration went ok. This was also a service query to see if anything new had been done since this morning to correct the misorder ). 9 May 17:08 Brad 21000 Case: n/a (I was connected here after my previous call My account was still not properly operational. I discussed this with brad and he connected me to his supervisor ) 9 May 18:15 Greg 22813 Case: 537-8255 (spent a long time on hold waiting for this person. Told him the problems and relayed to him all the other people I had spoken with this day. Told him that I was becoming concerned that nothing was being done to meet my original deadline (which had passed 1 hour and 25 minutes before). I was informed at this point that my actual deadline was 11 May. I asked him why I was not informed of this previously. I was informed that it was not the responsibility of QWEST DSL to keep the customer notified of changes such as this... after nearly an hour of this type of go-around, I terminated the call) 10 May 10:15 Brain 5018 Case: n/a (called in again to see if anything could be done to get my order installed expediently. I relayed to him what had transpired the day previously. Because of all the troubles, I was awarded 2 months free credit toward my phone bill. I was informed at this point that I would have to call the billing office to get them to credit my account when the new bill arrived. 11 May 15:00 DSL service wa finally turned on. 11 May to 11 July, intermittent problems with e-mail services and slow responses from other services included with the DSL package. Sent 1 or 2 e-mails and made some calls to QWEST.net to resolve the problem.. Hold times were often longer than 1 hour (unacceptable lengths of time for customers to remain on hold!). Gave up and waited in most cases. 12 July 13:28 DSL service failure! Called into DSL service dept. spent time on hold waiting.... 12 July 14:40 Paul KN2156 Case: 5951364 (called about DSL service failure. Spent the next 2 hours going through a complete rundown of the problem, including reprogramming the DSL router, collecting data and submitting a trouble ticket. It was determined to be a malfunction at the central office, however, due to a service order change , the repair would not be initiated until the service order was completed. I then requested that he attempt to have this changed as I was now losing my customer base . We spent the next 4 hours talking with several individuals within the technical support hierarchy. I was told that until the reprogramming of the line was completed, that nothing further could be done. I then requested that he contact a supervisor. He told me that he would do so. We disconnected. 40 minutes later, I heard from him again and was told that nothing else could be done. He was very apologetic about the problem. I thanked him and terminated the call and waited for my circuit to come back up) 15 July 01:00 DSL circuit came back up. All seemed to be working. 16 July 08:40 DSL circuit died 9again). 16 July 09:00 placed call with DSL support center. Was on hold for 1 hour and 26 minutes before I got a live person 16 July 10:26 Forgot to record name of person here Case: 597-5164 (called in to determine what the problem with the circuit was. We went through the reprogramming of the router to insure that all was working correctly Person was unable to determine where the fault was. Said it looked like the circuit was not installed. Suggested I call the Business office). 16 July 11:10 QWEST Residential (spent 22 minutes on hold waiting for a live person. I was informed that on Friday, 13 July, the DSL package had been canceled. Was requested to hold while the DSL center was contacted to determine the problem. Call was interrupted and I have received no callback.) As indicated above, the level of service I have received during the last 2 months is substandard. I have gotten the run-around with technical issues related to my circuit. Filed due dates change without notice and to top it all off, service is terminated without notification. Any customer base I may have had has now been completely lost to me. I have not been given a time frame in which these problems will be corrected (if ever). All of the above data indicates the following: lack of customer care, inability of the customer service representatives to interface in a timely manner with the actual technicians on duty, the inability of the respresentatives to provide relivant information, the use of "buck passing" as a tool to stifle customer resistance, the lack of authority with those who interface directly with the customer, and the problem of the "right hand not knowing what the left hand is doing" (lack of inter-office communication), failure to submit service orders and/or trouble tickets in a timely manner (or failing to submit out of irritation due to poor customer interface), The refusal of QWEST, Inc. to give priority in service to on-going (or re-acurring) problems, all goes to show a complete and utter incompetance. I request that you, (and the others to whom I have carbon copied this letter of complaint) investigate and resolve these issues in a fair and equitable manner. Thank you, . _(signed in hardcopy)_____________________- (signature) cc: Arizona Corporation Commission cc: Better Business Bureau cc: various Arizona State Representatives and Congressmen cc: local media outlets ********************* end letter ************************************* --------------7AF85AA2FC170796FEF91717--