CARL RACHEL sent a message to Glen Post that said:
Jeffrey,
I am writing to you directly only because I could not solicit adequate customer service through normal channels. Indeed, if you ever do Process Quality Management Improvement, please apply its rigors to your customer service call center. It will be a worthy investment. But only if you act upon its inevitable findings which I guarantee will be rife with glaring deficiencies begging for remedial action.
I have been a CenturyLink customer for years, and across those years have recommended your company to many others seeking an alternative carrier. However, my level of satisfaction has plummeted during this past year. While the field service remains competent and responsive, I regret informing you that your customer service call center personnel now demonstrates ineptitude and belligerence on a regular basis.
The most current issue that is prompting me to consider finally canceling CenturyLink after all these years is a tactical one:
--I paid my November monthly bill (regularly $35/month) on November 18
--The CenturyLink due date stated November 10 (which is less than the 30-day late payment window typically offered by other carriers).
--For being 8 days late, I was charged a penalty of $15 (nearly a 50% levy; this is usury in any business sense).
It gets worse.
--My new bill dated Nov 19 was just received today, Nov 25!
--The CenturyLink due date states Dec 10 (again, less than the 30-day late payment window offered by other carriers).
This leaves me (and all your customers) with two options:
----Change billing date to reflect a full 30 days from date customer rec's bill and payment is due
or
----Change carriers
I am appealing to you for guidance. I don't want to leave CenturyLink, but your aggressive billing protocol is forcing our family to weigh canceling your services.
Please advise me of your considerations in this matter.
Thank you.
Carl Rachel
carl@windshippublishing.com
