Mackenzie Lipps sent a message to Jeffrey Storey that said:
Mr. Storey,
A little background: I'm a CPA working for a large banking institution. I recently purchased a new house and decided to offer my business to CenturyLink. I signed up for a high speed package as I do a lot of work from home, which involves a number of systems that require a lot of internet bandwidth. After signing up for your service, and receiving an activation date, I was discouraged that my new equipment purchased from CenturyLink to handle these speeds arrived late, prohibiting me from performing my work from home and necessitating a lengthy commute into the office for days when I normally wouldn't travel. Once it did arrive, the internet did not work and I once again had to wait a number of days for a technician. When the technician finally made it out, it was discovered that the wiring for my neighborhood was done incorrectly and I would be unable to achieve even 1/3rd of the speeds I paid for.
At this point, I decided to cancel my service and request a refund. However, the online agent I dealt with refused to cancel the service. He also refused to give me his superior's information. For your reference, this employee's name is Nelido R.
How a company can continue to survive with customer service like this is beyond me. While this employee's behavior is incomprehensible, I will continue to seek a refund even if it means going through the Better Business Bureau. As for CenturyLink, I will be posting negative reviews on every review site I know of and will be encouraging coworkers, my employer, clients, friends, and family that currently use CenturyLink to cancel service immediately or risk similar treatment from your company's employees.
I thought you, as the chief officer of this organization, would appreciate some insight into how your company is being run in its day to day operations.
