I’ll be honest. I’m a little embarassed that I wrote the letter you’re about to read, and I’m even more embarassed that I’m posting it here for everyone to see. There’s nothing outrageous in it, I suppose, but I just can’t believe I actually took 30 minues out of my life to craft this letter to the CEO of Qwest, Richard Notebaert. I guess I can’t believe that I care about my TV service enough to write this letter (which I plan on actually sending; didn’t know how else to reach the guy). Maybe it’s just my shock at how absoutely terrible Qwest has been. Well, here we go, oh, and Google, feel free to index this on all the qwest-related searches:
Mr. Notebaert:
I am a 27-year old entrepreneur who runs a national Internet Healthcare company. Although a business of our size presents different challenges than a publicly traded company like Qwest, I nevertheless cannot help but feel pangs of sorrow and immense frustration each time I continue to receive a deplorably subpar customer experience from Qwest.
Please do not mistake my words for hyperbole; the service has really been that bad, and with all due respect I would gladly switch to Cox Communications, were it not for the monopoly position you enjoy in my neighborhood (a Trend Homes neighborhood).
I am writing to you to detail how Qwest has failed me repeatedly, and time and again, not just on isolated or trivial customer service mishaps, but on fundamental failures of service, inadequate employee training, or any other number of issues which, frankly, are inexcusable
Chapter 1: Getting HD Set Up
When I moved into my new home, the technician came out to setup non-HD service. Upon learning that in fact I had ordered HD service, the technician was forced to delay my installation while she acquired the proper HD equipment.
Chapter 2: Getting Accustomed to the Set-Top Box
Getting HD setup was delayed by a bit, but it wasn t a big deal. I was still quite excited to have HD for the first time along with access to so many channels. Unfortunately, the user interface for the set top box the Motorola RG3000C is pathetic. It includes a Remote Control which has in excess of 30 buttons, only 3 or 4 of which I ever used beyond the channels and arrows. There were cheesy ads for services like RV rental sprinkled among the scheduling guide, the scheduling guide font was so large that over 90% of all program titles were cut off. While in guide mode, entering a channel number went to that channel directly rather than going to that channel in the guide. Every time I turned off the box, it started up again on Channel 2 instead of recalling my previous channel.
I could go on and on about how absolutely pitiful this interface is, but I trust you understand the gist right now. My frustration with Qwest is now at a very mild warm. But the saga continues
Chapter 3: Seeking a DVR
I ve been told a Qwest DVR is in the works for quite some time now. The reality of DVR-enabled TV viewing is that it changes everything. It allows you to consume the wealth of programming content available in a way that is otherwise impossible; it takes the scheduling of TV programs out of the equation and increases my satisfaction of TV consumption so much that I am embarrassed to say I spent hours researching how to make it happen with Qwest. Ultimately, I discovered Qwest has no DVR solution, but that it s coming soon. I did, however, see that DirecTV has an excellent DVR solution offered through Qwest, so I called Qwest to inquire about the DirecTV solution. The sales associates I spoke with and indeed there was more than one knew virtually nothing about DirecTV. My questions met only with confusion, and when I requested advice on how to find more information, they simply suggested I call DirecTV directly.
Indeed I called DirecTV, had the satellite installer come out, and lo and behold, our community is ill-equipped for satellite television. So back to the Qwest-DVR approach I go.
I decide to purchase a TiVo Series 3 since I want to ensure I can record content in HD. The Best Buy salesperson informs me he s sure it works with Cox but he s not sure about Qwest. I purchase the unit optimistically, I call Qwest for assistance installing it and am again met with confusion. I google search Qwest DVR and locate your significantly out-of-date TiVo guide and discover the following:
Q Is my Qwest Choice Video service compatible with the new TiVo HD Digital Media Recorder?
A Unfortunately, no. This particular digital media recorder is not compatible with your Qwest Choice Digital Video service. The TiVo Series 3 HD Digital Media Recorder requires CableCARD support along with a digital QAM signal. Your QwestChoice Digital Video service operates on a different type of platform and there is noinput to this device for your VDSL HD Residential Gateway that would allow you to record your HD programs.
In other words, Qwest simply has no solution for HD DVR. None. So I return my unit and exchange it for a TiVo Series 2 DVR. After again not receiving any setup assistance at all from Qwest, several hours later I manage to get it working. It still has small usability issues associated with channel-changing delays, but no biggie; I can deal. Finally, I have my DVR. Satisfaction level with Qwest: between moderately unsatisfied and not at all satisfied.
Chapter 4: I Try To Give Qwest More Money but I Can t
About this time, my bill is due. I m a busy professional and tend not to be available during business hours. But no matter, I ll pay online. Well, the online system doesn t reflect my account information because I don t use Qwest phone service. Therefore my only option is to call billing. But billing is only available during business hours so I have to take time out of my busy day just to pay my Qwest bill. Great. Finally, I manage to call Qwest billing while at work. The billing representative asks me for my account number and I confess that I have no bill with me, but can provide my phone number or address. Incredibly, this is not enough information for the representative to locate my account. I wind up calling three days later, this time armed with my account number, and successfully pay my bill over the phone, but wind up spending about 45 minutes to do it. Can t I just call from home and use some automated system?
Chapter 5: Again I Try to Give Qwest More Money and Fail
About a week later, I decide that I d prefer to switch from Vonage to Qwest in-home phone service. I get home around 5:30pm and call Qwest to order service. Unfortunately, the system is down so my order cannot be placed. The representative informs me it s been down since yesterday. I tried hard to buy more Qwest services, but Qwest made it impossible. But it s okay, because the representative assures me he can have someone call me the next day to complete the order. I confess I d be amazed if he follows through on that. He tells me not to worry, and I go along with it. Next day: no phone call. In fact, I m still waiting for the phone call.
Chapter 6: Wrong Billing
I ultimately wind up taking more time out of my busy work day and call Qwest during regular business hours to order phone service. Because I switched up my account settings by ordering phone service, about one week later, I get a notice in the mail saying I owe about $250 if I don t return my set-top box. I try to log in online to clarify things after all, now I have a phone account with Qwest but I don t have my Account Code so I can t login. I call Qwest after hours, but no one is there, so I ask to speak with tech support. I get a representative on the line and ask her if she can just tell me my account number or account code. She doesn t have access to it. Again, Qwest would have more money from me by now, except that I cannot negotiate your infrastructure to give you proper payment. I still owe you money and want to pay you, but I simply can t.
Satisfaction Level: abysmal.
Epilogue
Can you see why I ve been aching to switch to ANY other company? At every step of the way, my excitement for Qwest services was replaced with disappointment. Expectations of prompt and informed customer service personnel were replaced with poorly educated and relatively helpless personnel. Expectations with cutting-edge functionality have been replaced with the realization that key features available at virtually every other cable provider are not available here. If I were rating Qwest according to a standard grading system, I would rate Qwest a D+. You have some redeeming features in your programming but otherwise NOTHING is better or unique as compared to your competitor, Cox Communications.
As far as I m concerned, I remain a Qwest customer because the only alternative is to not receive Internet, TV, or phone service at all. Is that really how you want your customers to feel?
What I Want from This Letter
When I deal with my customers for my business, I ll go to any length to make sure they ve received great service. That s my livelihood and I take it very seriously. I want you to do the same for me. I want realistic promises about when Qwest HD DVR will be available (despite that I m already contracted on my TiVo for 1 year). I want 24-7 access to billing. I want easier online access. None of these demands is unavailable at Cox. If you are to take any pride in your job, then you will respond to this letter to let me know that the absolutely deplorable level of service I have come to expect from Qwest is not the status quo but a perverse aberration in the cycle of your company s improvement process. For a company that prides itself on the Qwest Spirit of Service , I guess I m just not sure what that even means anymore. Thank you for reading. Sincerely and with great irritation,
Josh Padnick
April 9th, 2007 at 7:07 am
Wow, that’s horrible. You should move or something. How terrible. I got rid of Vonage, too. About 6 mo ago. They have so-so service as well, but the quality of the phone calls is what got to me.
April 9th, 2007 at 10:30 am
Yeah…I think this is classic behavior for a monopoly. Suppose I did in fact have the choice to go to Cox. I would guess nearly our entire neighborhood would choose them, forcing Qwest to become competitive. As it turns out, they have a *10-year* contract with our neighborhood, and if we cancel the contract, we’re responsible for paying a LOT of money to cover their infrastructure costs. Sigh, I miss capitalism…
May 1st, 2007 at 5:42 pm
Wow! I am glad I googled your site. I also have Qwest HD with the RG3000C box and was interested in the Series 3 HD TiVo. It appears Qwest is at least 5 years behind when it comes to implementing technology that everyone else has. Over a year ago I was also told by my Qwest technician that they are coming out with a DVR box but have not heard anything since. He told me at that time that they were testing it out with certain Qwest employees. Their customer service line is horrible. Even the technician at my home was on HOLD with them for over 20 minutes trying to set up my HD box. I will give them a few more months and if they are unable to help, I am changing over my internet, cable and phone to Cox. Keep me posted if you hear of any updates from Qwest.
May 19th, 2007 at 10:55 pm
I’ve had basically the same experience with Qwest. I’m attempting to set up my Tivo box as I type which explains how I found this. I had Cox at my last house, it was so much easier. Qwest really has missed opportunities in several areas. Unfortunately, my neighhborhood (DC Ranch/Scottsdale) is stuck with qwest…thanks to DMB’s keen eye for contracting. What a shame that I actually consider moving my family just for better tv service!
May 19th, 2007 at 10:55 pm
I’ve had basically the same experience with Qwest. I’m attempting to set up my Tivo box as I type which explains how I found this. I had Cox at my last house, it was so much easier. Qwest really has missed opportunities in several areas. Unfortunately, my neighhborhood (DC Ranch/Scottsdale) is stuck with qwest…thanks to DMB’s keen eye for contracting. What a shame that I actually consider moving my family just for better tv service!
May 28th, 2007 at 1:35 am
Obviously I found your blog like other in interested in a DVR in search of a HD solution for Qwest but sadly only finding your page. I’m guessing you never received a reply to well put letter or it would be posted here. I would agree with most of it as my service experiance has been similar. And if I thought it wouldn’t just be a waist of a stamp I’d send my own similar letter. But as my sitiation is a little different, I can switch to Cox in my neighborhood, so I have a more direct response to Qwest’s lack of attention to customer desires. We initially picked Qwest for broadband internet on price and only recently aquired a 1080p TV. I do enjoy the look of HD 1080i, and after only a couple months of service I find it almost hard to watch low res. TV so as I’m also am busy all day making a living thought Tivo would bring me more HD viewing options and if Qwest can’t provide an HD DVR solution well I’m sure glad there isn’t a monoply in my neighborhood.
July 26th, 2007 at 8:42 am
I’ve had similar experiences with Qwest. They are just soooo behing it’s amazing they are even still in business. It’s crazy that you can’t even view your bill online if you don’t have their phone service. Oh, and the HD DVR thing is just rediculous! The new HD TiVo came out this week at an affordable price and I still can’t get it because of stupid Qwest. How hard would it be for them to go into a partnership with some HD DVR cable box?? It’s not like they would lose money because they could charge an extra $10 a month for the service, and I would gladly turn off my TiVo in favor of an HD DVR. Customers are begging to give Qwest more money for a DVR solution but they just don’t listen. They must offer great incentives to new apartments and housing subdivisions to get them to sign an exclusive contract with them. I don’t see why any developer would chose Qwest of Cox. Even if there was a Cox monopoly at least we’d be getting current technology and faster internet. Bottom line, Qwest sucks.
October 7th, 2007 at 5:42 pm
I am so glad to see educated people taking time to express their satisfaction/dissatisfaction with cable/phone/net providers. I am at this very moment researching Qwest vs. Charter. Neither seem to be very promising. However, I am taking a moment to thank you for taking time out of your busy life to write Qwest’s CEO, because you have also educated the rest of us who are bumbling through the research stage. By the way, did the CEO respond?
October 7th, 2007 at 6:51 pm
Hey Debra,
Thanks for the kind words. I never did hear back from the Qwest CEO, although I remember reading shortly after I posted this that he was stepping down. It’s frustrating to be beholden to a monopoly (as we are in our neighborhood) but at least we can make sure our dissatisfaction is heard!
Josh
February 20th, 2008 at 12:03 am
QWEST REPS DESERVE FOR THEIR JOBS TO GO TO INDIA. (They do a horrible job!)
Here are the problems I’ve had with Qwest since transferring a service to a new address:
1. Told by Qwest new phone would be on Friday 17 September 2008 at 8 am and internet at 1pm and a referral would be on old phone number.
2.Friday comes and goes and I don’t have service. Its Friday night when I get home and find out I don’t have service but I cant call Qwest to find out why my service isn’t on-they arent open weekends. On Monday I’m told representative came out and couldnt get in house. I tell them that when I hooked up service I was specifically told that I did not need to be in my new home for service to be on. I do apoligize maam. Im so sorry. ETC ETC! Time consumed: 1.5 hours.
3.Qwest rushes to have a rep come out because they are so sorry. Hahahahaha. No-they take another week to come out to my home. I stay home from work on the special day to get my phone hooked up. You need to be home the whole day b/c Qwest won’t tell you something like “We’ll be there at 1.” Only “We’ll be there sometime in the afternoon.”
4. Service/Repair rep comes out to new house and hooks up phone. Never needs to get inside the house (which means they were bullshitting before) checks line and says its working fine. Another couple of hours and a blown vacation day.
5. Outgoing long distance calls on my line which repair rep checked so throughly are being routed to a qwest chat line service center. Incoming calls are going to a modem.
6. Call and tell tech representative and a supervisor in Utah about my problem with incoming/modem problem and outgoing calls. Rep doesn’t believe me. I speak to a supervisor who doesn’t believe me until I get him to put me on hold and call my home to hear the modemish sound. He calls so has to admit I’m right but then absolutely insists I have a modem hooked up in my house. Either a fax machine or something else. I am living in an empty house, so know this is not true. He insinuates I am a stupid liar. I beg him to believe me that I do not have a fax. Told he will have a service rep come out again but that I will be charged if it is my fault and I have a modem hooked up. Transferred to another department to handle outgoing call issue. Told long distance service from old phone not transferred but I should be able to make calls by monday. Another few hours and a couple of insults. I ask for a supervisor call back because of all of the problems Im having. It never happens.
7. Old phone service at old address still on. Call Qwest and ask whats going on. They tell me a rep came out to my old address and couldnt turn it off, but they’ll get it handled and credit me. Another half hour blown.
8. Repair rep comes out to new house again to correct the mystery modem sound and static on line. Another day I have to stay home. Rep tears apart all the lines and jacks in my home. Can’t find the problem. Told there would be no charge since he couldnt fix problem and callers to my home still getting a modem sound. Still don’t have a phone that works very well-lots of static. We deal with problem by having an answering machine pick up after fourth ring before the mystery sound can pick up. Another vacation day blown.
9. Old phone service still on. Call Qwest and ask what’s going on. They tell me a rep came out to my old address and couldn’t turn it off, but they’ll get it handled and credit me. Another half hour blown.
10. Repair rep comes out to new house again to correct the mystery modem sound and static on line. Another day I have to stay home. Rep tears apart all the lines and jacks in my home. Can’t find the problem. Told there would be no charge since he couldn’t fix problem and callers to my home still getting a modem sound. Still don’t have a phone that works very well-lots of static. We deal with problem by having an answering machine pick up after fourth ring before the mystery sound can pick up. Another vacation day blown.
11. Bill comes and there is an $90 service charge for repair rep coming out. Qwest rep tells me that is b/c a service rep came out a third time. I tell him no. That’s a mistake. He argues with me insinuating I am crazy and forgot third service call. Makes snarky remarks like -”well if we didn’t fix it how come you can make long distance calls. Is that just magic?” I explain to him that the long distance was fixed b/c it was not transferred from old service but this other issue that was not fixed. I tell him I will hang up and he can call back and listen to the sound himself. He refuses to independently verify the problems with my phone by just calling my house (then he’d have to admit he was wrong and no one at Qwest can do that!). My old phone is still on. He tells me that’s impossible. I beg him to put me on hold and call to verify. He refuses. I ask to speak with a supervisor. He says he is getting me one. Refuses to give me his name or any way of identifying him. Instead of transferring me to the supervisor, he blind transfers me to some department with a representative that tells me I am not actually being charged for a third service call. Says this was a mistake by the previous representative. I tell him that I have been through “mistakes by represenatives for months” and it isn’t fair that I have to call month after month after month and argue and be told I’m a liar. Tells me that I was told I would be charged by the repair person and that I “refused to sign the invoice when it was presented to me.” Tells me I can be credited if the repair rep notes the account it was mistake. I argue with him b/c phone is still broken and beg him to call my phone to verify the story. He gives me a credit but tells me he doesn’t believe me and that I don’t deserve it but that I have wasted too much of his time. This call ends with me in tears and belittled. This problem has consumed about three hours of time with Qwest.
12.My old phone is finally off after I call Qwest third time about this issue. I never get my referral to the new number though. This is mid december. It should have been off 17 September. Three months of internet and phone charges never reimbursed.
13. Get a hold of the supervisor for the repair rep in Longmont that lied about my refusal to sign a repair invoice. He says it’s happened before but that he has no way of noting the account, never could. It takes about a week to talk to this guy. Had I not been credited by the represenative who thought I deserved nothing for spending months on the phone and being called a liar, this would have been another dead end. I called this man’s supervisor as a matter of principle. Don’t call back Qwest customer service to tell them they were wrong b/c they just wouldn’t give a rats ass.
14. A new bill comes in February and someone else’s charges and name are in middle of my bill, just randomly tacked on in the middle. I call and speak with Jason in Omaha. Rep laughs when I ask him if Qwest just randomly sticks someone else’s charges on to other people’s bills. Says I’ve only been charged 99 cents. I point out it’s actually 29$. He doesn’t apoligize for his mistake. He berates me and tells me I’m talking over him. Says he’ll send it to the billing department to correct and have them call me within 24 hours, but that he won’t credit me for this other person’s bill. I ask him what I can do if I am not called back b/c I have had a lot of problems with Qwest not calling back. He tells me to write a letter. I tell him that I really don’t think Qwest will respond to a letter when they haven’t responded to a dozen of my phone calls. He tells me Qwest has no complaint department and no mediation process. He tells me I am wasting his time but that he’ll continue to talk to me for 25 more minutes until the end of his shift and then he will end the call. He hangs up under false pretense-says I’m yelling.
15. Call back and talk to Sue in Utah. Tell her I want a supervisor. She tells me I have to explain what is wrong. I Tell her that I am drained and just to read the account. She tells me there are NO account notes and that I absolutely must tell her or can not speak with a supervisor but if I tell her I can. I go through this litany of complaints again (NOTE: This is a big part of the strategy to wear people out.) Puts me on hold. Comes back and tells me a supervisor won’t talk to me. Refuses again and again to give me the name of the supervisor that is refusing to come to the phone. Says my attorney or the corporation can get it. I tell her I’d like to have the name so that when I file I complaint I know who I dealt with it which seems like common courtesy to me, but common courtesy does not exist at Qwest. Gives me the phone number for a complaint department-I tell her that I was told by Jason in Omaha there was no complaint department. Sue eventually ends call on false pretenses too. When they get cornered Qwest reps just say really loudly that the call is being ended for xxxx. fill in the blank.
16. Call this mystery complaint department. It’s a bogus number. You get a thank you for calling Qwest message and then it just rings and rings and rings. No one ever picks up.
So my options are court and the public utilities commission.
If you’ve been dealing with Qwest for months and are being made to feel like you’re crazy, I hope you find some solace in my story. You will never get satisfaction with Qwest. After all this,I’ve never had a supervisor that offered me a sincere apology, offered empathy, or followed through on promises. It’s pretty incredible that about a dozen things have gone wrong with this transfer of service and all I’ve been able to get back is a refund of a bogus service charge which was delivered with a big plate of insult.
I wish I had gone to court in October b/c court ends in three months-problems with Qwest never are resolved. It’s now February. I’ve spent around a week of time total in the last six months on the phone with Qwest and haven’t had one rep that I would say was human and kind.
You are wasting your time if you ever expect to work out a problem with Qwest. Instead call the Colorado Public Utility Commission at 303 894 2070 or the utility commission in your state.
February 20th, 2008 at 12:06 am
Josh-
After reading your post, I’m glad I told the rep that I didn’t think sending a letter would do any good (see 14). He said it would, but you know they are a bunch of blowhards. Call the Colorado Public Utility Commission. If Qwest gets enough complaints, they may loose the good standing from JD Power and Associates that they boast about. Who is JD Power anyway??? Every time I hear that being thrown around, I’m in the middle of a customer service nightmare with the company that is supposedly number one in customer satisfaction.
June 2nd, 2008 at 7:15 pm
Josh,
My name is Jason Henson. I have just gone through the royal runaround with Qwest and want to relaliate- I mean, they have lost 1 customer already (after 4 years of service), but I want to make this know through the cyberworld.
I know that the Better Business Bureau handles cases like this, but I just wonder if you know of any other posting site or blog where you can post stories (I have 4 months of bad customer service from Quest) that I can share.
thanks for your help,
Jason Henson
Seattle WA
wilsontattoo@hotmail.com
June 5th, 2008 at 12:38 am
Hey Jason,
On a hunch I googled “Qwest Sucks” and there were actually over 80,000 results! This one looks like it might be a good site to post on:
http://www.rateitall.com/i-11598-qwest.aspx
It continues to amaze me how many people encounter the same issues again and again with Qwest. Thanks for posting!
Josh
December 3rd, 2008 at 9:39 am
I 100% agree with everyone on here. Qwest must feel they do not have to improve since they basically force you into using their service in many areas. I have had to have the tech come out multiple times because the rep on the phone cannot get a simply order right. Even people at Mcdonalds can usually get an order right the first time! Not I am being told that I cannot use my beloved Tivo Series 3 HD box! What kind of crap is that? No company is perfect but I work for a company where “can do attitude” and “unexpected experience” are parts of the way we approach customers. If any of these people I have dealt with from Qwest had worked for my company they probably would have been fired for their lack of just simple caring.