Chad sent a message to Glen F. Post, III President and CEO, CenturyLink, Inc. – email address that said:
Mr. Post,
I regret to send this message, but you need to know the type of individuals you have in your company. , my name is Chad, in Denver CO, 80220.
My experience today has been the most insulting and frustrating telephone I have had in my association with your company, EVER!
After speaking with a representative from your company that refused me to speak with a supervisor, and to say his supervisor directed him NOT to transfer to call, was the top of the icying of frustration.
I only had 2 simple questions, my internet rates and billing cycle. He (Josh) proceeded to do everything but call me a liar on the call. I was told getting on this promotion I would have internet service for $19.95 for 12 months. I also have direct withdraw and was told it would ensure my monthly fees at $19.95.
Josh has no customer service intent, when speaking with your consumers. Clearly evident that he is in it only for a paycheck.
If I used words to describe him it would be: unprofessional, rude, condescending, unhelpful, argumentative, and a poor representative for the company. I am truly embarrassed for your company, when you employ bodies to fill the voids and somewhat control your numbers for the PUC and avoid penalties.
At the end my object became, not my purpose in calling , but to get this type of individuals off the phones to avoid other customers to have to deal with him.
After he finally transferred me to Mark, in the loyalty department, Mark was able to transfer me to your escalations department. This is where Sally was able to submit a feedback escalation.
Mr. Post, you really need to get your company on a process that will retain your consumers. Have you read your reviews??! Not all are due to the neglect to pay for the service being provided. Most of the negative reviews are due to the experience customers are getting when we call in.
Please HELP!!
