Beware New Centurylink Customers

[seacoastbargain]

I had a horrible customer service experience with Centurylink and it is sad because I really love their product (friends have it).
We are moving to Polo Ridge. I called Saturday and spent 40 minutes with an inept (but nice) Centurylink Customer service rep named Ann. I found a bundled deal on their website (internet + tv) for $89..95. You also got a $100 Visa Gift Card.
Ann told me she was sorry she was unable to see the same deal I saw as they don't have the Centurylink deal we see on their website.
After 40 minutes of listening to her rustle papers, tell me she was trying to "find my notes" and listening to her talk to a supervisor in the background, she assured me she could get me same deal I was quoting her.
She told me once they "built" my plan, I would get an email confirming the plan I wanted and an installation would be scheduled at the time I wanted.
I never heard anything on Sunday by phone or email. I called Centurylink and the automated message said they were closed on Sundays.
Today (Monday) at about 4pm, I got a voice mail stating my installation was scheduled for the time I had requested, however no mention was made of the pricing package.
I called back and was on hold for another 15 minutes and told my story to yet another rep. He looked at my account and said my bill would be $179 a month. I told him I was not interested and wanted to cancel the installation. He told me he was unable and unauthorized to do that, and I would need to transfer to their "loyalty" department.
I was again transferred and after a minute, the music stopped so I didn't know if the call was lost.
I hung up very frustrated and called back.
Finally got the department I needed and I ask to cancel the installation.
He ask me why, and I again told my entire story as seen above. He made no attempt to woo me back or attempt to honor their online website pricing package.
So I'm quite disappointed and will be taking my business elsewhere, probably to Comcast.
I had really liked Centurylink wireless system which I don't think anyone else has.
Thanks for letting me vent!
Bobbi

[e-flyer]

Unfortunate, folks in our area seem to like Century Link and the Fiber Optic / Wireless system. The couple of folks that recently had it installed, said they talked to a sales rep that was very knowledgeable of their services, so perhaps you got a newby.

[2BNTV]

It does sound like you got a newbie, who made promises she couldn't keep. I had a similer experience with CenturyLink when the rep told me I didn't need a phone line for my internet connection. He said it could be accomplished thru the cabling of Directv. WRONG!!!!!!!

He must have worked for Comcast.

I have found them to be a storehouse of misinformation, just like Directv.

They need to train their people better, before putting them on with live customers. I have a problem in they speak so fast, as if they are getting paid by each call, that I have touble understanding, what they are asking. I have to have them repeat some questions, so it does waste time.

My pet peeve is they don't speak with any energy in their voice, and I really love they identify themselselves, before putting the speaker to their lips. They should be wearing headsets and come through crystal clear. Time doesn't go faster, if you speak faster.

BTW - They both have a great product with almost no problems to speak of.

[tainsley]

We had a salesman come out to the house as we wanted to switch companies due to the cost and service. Got exactly what we wanted. After over a year have not had any problems. The best part is our cable bill is $70.00 cheaper for the same services as Comcast! The $100.00 gift cert took a few months to get but with persistent phone calls we finally received it!

[Lovey2]

I've had no problems with them whatsoever. I got the service down in SWFL, and knew I'd be moving here. No, problem...they had everything changed over for me immediately when I moved, came out and did the install, and I've had very little problem with the service. Not to say I never did, but it was barely a blip in our usage...nothing like DISH. We did get our $100 gift card, although I had to call once about it. Too bad, you apparently got a bad egg. :(

[jblum315]

I had no problems with Century Link installation, but that was 2 years ago. Try to get a different rep.

[rubicon]

When comparing costs between companies make sure you are detailed as to bundle packages, service equipment .

[janieb]

getting Century Link internet service was a complete nightmare for us, we were on the phone with them on various calls for over 3 hours which put a huge dent in our allotted cell phone minutes. Had to call them again this month to get my bill corrected, 3 phone calls and another 40 minutes. I can't get Magic Jack to work with their modem. I also learned on my calls with them that I am under a 12 month contract, could have sworn on my original call that there wasn't a contract involved but I did not get any written communication so can't prove it. ARGHH!!!!

Unfortunately for the Century Link customer service reps, I am in a bad mood as soon as I dial the phone :) The internet is working okay however.