Agh — I thought I’d taken care of this last month. Earlier this year, I’d signed up for Qwest DSL. It was great — we finally had high speed and for the ~8 months I was with them, their service was exactly what I paid for. However, our little city of Independence, OR laid their own fiber optic cables and are providing a minimal 5 MB line for less than what I was paying Qwest at the time. Given that I like to buy local whenver possible, I made the switch last June. This was when I discovered that Qwest must be cutting their customer services department because I was met with a voice directed customer service nightmare. It was like the 8th circle of hell. This stupid little recording asking me, “What would you like to do today?”, followed by, “I’m sorry, but I don’t understand your request”. Followed by a list of requests, followed by a list of requests, but numbers. This maze of frustration lasted for ~15 minutes before I finally got to talk to a living, breathing person.
Fast forward to July — this months Qwest bill arrives — and still, I’m seeing DSL service on the bill. So, I go and get myself a couple of IBprofin, a double hot chocolate and again, tackled the Qwest customer service machine. The annoying voice is back on the line — asking me again, questions that I know it can’t answer. Why won’t it stop…another 15 minutes of navigating through this mess and I get a person — who is able to quickly help me. I wonder how many calls qwest gets that are hangups? That seems to be the only reason I can think of for having such a painful system is to reduce the number of calls to your customer service through attrition. Dante would be proud.