Alex sent a message to Glen F. Post, III Chief Executive Officer of CenturyLink, Inc. Email Address that said:
Hello,
In September, I contacted Centurylink to setup internet (only) service in my new apartment in Seattle. Since that initial contact, I have had contact CL about 11 times to try and fix broken promises and "renegotiate" my contract. I've documented each contact with recordings/logs and made sure to get employee IDs.
It's truly impressive how much Centurylink has grown since 1930. I'm sure if any management/executive reads this (i'm not entirely sure where this email will land), they wish for nothing more than this growth to continue. I can't honestly envision this happening, however, with the the customer service I personally have experienced.
I have literally been promised one thing, gotten the bill which shows something completely different, and told that the person before them either "misquoted," or "messed up," or my favorite - in regards to a compromise me and an acting supervisor came to, "the request for a credit was denied." Sometimes, when asked to be transferred to a supervisor, the call disconnects. Or I get transferred to a department that is no longer open.
This has been going on for about 3 months now. Currently, I should be signed up for internet only. With autopay, it should only come to about 31 a month. I was billed for Prism this month for an additional $74. I don't even own a TV.
When I called today to get this corrected (autopay is scheduled for the 13th) the first lady agreed that my plan was the 31.00 a month internet only and couldn't help me with the bill. I got transferred to billing, who also wouldn't help me. When I asked to speak to a supervisor, he transferred me to a department that was closed and I was disconnected.
I'm finishing up my MBA this May and currently work for a well-known company here in Seattle. You don't need business experience or an MBA, however, to know that customer service is cornerstone of any successful company. If someone at Centurylink reads this and wants their company to grow, they should take a good hard look at reviews/customer service policies.
It may not be the most financially rewarding in the short-term, but with Centurylink's size, they have the ability to become easily the most loved company in America. Fair practices (honoring what a CS rep offered), prices, and good customer service could easily result in 75% or more of the market-share. People could actually be hoping that Centurylink comes to their neighborhood, or happy that they can get it, rather than dreading that it's their only option. I'm not sure why you wouldn't want that.
I'm going to end this here as i'm not sure if this is going to reach anyone anyway. I'm not sure what i'm going to do with my plan. I checked online and it looks like the charge has already been drafted up. I have had deserving credits (promised by a supervisor) denied in the past, so if they offer me a credit i'm not sure if I can trust it. And then what? Billed again at x3 the promised cost? I've already spent about 10 hours on the phone.
I shouldn't feel this defeated. There shouldn't be winners and losers for this sort of thing. This isn't sustainable.
-Alex
