Ouroborus
join:2008-06-10
edit:
June 10th, @04:29PM
| reply to Ouroborus
Re: My adventures with Qwest
This morning I called billing and badgered them about this issue. They put in a request for escalation. At about 11:30am I get a call to verify the information on the account for the June 12th install. So I call back to billing but they're still no help. Turns out escalation can take 24 hours. I called tech support and they're at least able to give me an vague explanation.
Seems there was something wrong with the line. I'm guessing they mean this in the business sense since technically it was working fine. Apparently whomever is responsible for the June 12th install date chose to kill the account and restart the install process without notification. Fortunately, the credit card charges still show up.
As far as I can tell, whatever has been done to my account that caused the June 12th install date and the disconnect side-effect is irreversible. With things as they stand now, either Escalation will get back to me or things will go "as expected" (hah!) and I'll have service on the 12th.
The tech I most recently talked to offered to note the account for a 5 day credit. (Apparently the billing portion of the account doesn't exist until it nears the first billing cycle.)
So far tech support has been excellent. They're able to answer questions (or at least BS it well enough that I can't tell the difference) and get stuff done.
Billing pretty much has it's hands tied when it comes to anything other than charging your account for something.
Sales is fine so long as an issue doesn't come up. If there are any issues with setting up your install (even minor ones, I suspect) expect all hell to break loose.
Qwest so far reminds me of the 1985 movie "Brazil". ( »www.imdb.com/title/tt0088846/ ) |
|
wingman99
join:2003-12-18
Bettendorf, IA
 ·Qwest.net
| I watched the trailer wow LMAO i can see how you feel what a comedy how in the heck did you get disconnected. |
|
Jonbo298
join:2004-01-12
Council Bluffs, IA
| reply to Ouroborus
Seems like somewhere in the way, 2 orders were inadvertently placed somehow and one canceled out the line to 'prep' for the new one. Unfortunately mistakes happen once in awhile. All billing systems/order systems have weird things happen =/
The deposit/verify ID may have been either due to A) Bad credit or B) You were a victim of ID theft in the past and they just have to make sure it is you. Best to cover their bases so that if someone sets up service and then goes crazy and disconnects (lots of international Long Distance just as an example), Qwest can recover some of the damage.
If it is neither, it could be (rarely but it does happen) that the address has had so many fraudulent accounts setup in the past that they have to make sure it isn't someone trying to screw the company again. |
|
Ouroborus
join:2008-06-10
| said by Jonbo298  :Seems like somewhere in the way, 2 orders were inadvertently placed somehow and one canceled out the line to 'prep' for the new one. Unfortunately mistakes happen once in awhile. All billing systems/order systems have weird things happen =/ Yeah, I'm thinking the same thing. The particularly strange part is that through this whole this, the various bits of info have remained constant (Order number, account number, customer code, security code, etc.).
said by Jonbo298 :The deposit/verify ID may have been either due to A) Bad credit or B) You were a victim of ID theft in the past and they just have to make sure it is you. Best to cover their bases so that if someone sets up service and then goes crazy and disconnects (lots of international Long Distance just as an example), Qwest can recover some of the damage. If it is neither, it could be (rarely but it does happen) that the address has had so many fraudulent accounts setup in the past that they have to make sure it isn't someone trying to screw the company again. Considering the neighborhood I'm in, I'm not surprised about this. I'm just glad they haven't managed to lose the deposit so far, considering. |
|
no_one
@QWEST.NET
| said by Ouroborus :said by Jonbo298 :Seems like somewhere in the way, 2 orders were inadvertently placed somehow and one canceled out the line to 'prep' for the new one. Unfortunately mistakes happen once in awhile. All billing systems/order systems have weird things happen =/ Yeah, I'm thinking the same thing. The particularly strange part is that through this whole this, the various bits of info have remained constant (Order number, account number, customer code, security code, etc.). said by Jonbo298 :The deposit/verify ID may have been either due to A) Bad credit or B) You were a victim of ID theft in the past and they just have to make sure it is you. Best to cover their bases so that if someone sets up service and then goes crazy and disconnects (lots of international Long Distance just as an example), Qwest can recover some of the damage. If it is neither, it could be (rarely but it does happen) that the address has had so many fraudulent accounts setup in the past that they have to make sure it isn't someone trying to screw the company again. Considering the neighborhood I'm in, I'm not surprised about this. I'm just glad they haven't managed to lose the deposit so far, considering. Yes that is also a possibility. There has been more than one customer skip out on a bill and open a new account in a different name at the same address especially in an apartment. If the last tenant left an unpaid bill there is a chance they will confirm you are a new tenant. Especially if you have not had previous service with Qwest. Helps Qwest not lose money and it could help someone not have their ID thefted. |
|
Jonbo298
join:2004-01-12
Council Bluffs, IA
| reply to Ouroborus
Interesting about the order number, etc...staying the same. My best guess from when I worked in Sales at Qwest (but I pretty much knew how it worked in the backend over time), they may have changed the install date at the last minute but the system didn't get it right away or the tech had already connected it.
The system then realized the new install date, cut it off, and then had set itself up to reconnect but it went in sooner probably due to the nature of the situation at hand. That's my best guess unfortunately as I'm not able to lookup the order itself to see what truly had occurred. |
|
Ouroborus
join:2008-06-10
| said by Jonbo298 :Interesting about the order number, etc...staying the same. [clipped] I would seriously be interested in the internal workings of Qwest's system as related to my issue(s). But then I'm kinda nerdy that way. =P |
|
