Transcript of Qwest online chat

[howeird]

General Infoxml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /
Chat start time	Apr 29, 2008 6:38:00 PM EST
Chat end time	Apr 29, 2008 6:50:22 PM EST
Duration (actual chatting time)	00:12:21
Operator	Seann G

 

Chat Transcript

info: Thank you for using Qwest.com. A Qwest Sales and Service Consultant will be with you in just a moment. info: Thank you for contacting Qwest.  My name is Seann G. How may I help you today? Howard: I am trying to call my parents, 206-723-2432 and the call is intercepted by some recording asking to re-enter the number Seann G: OK...? Howard: they recently moved across town, but the number had been working April 15 Seann G: I'm not sure what I can do. Howard: they do not have voicemail service Seann G: Well, if there is a problem, they would have to let us know. Do you have any other means of contacting them, like email? Howard: no, they use dial-up for email Howard: please consider this a service request Seann G: Unfortunately, since it's not your account, I can't. I'm sorry. Howard: that's not acceptable. please escalate this to your manager Seann G: But it's not your account. No amount of escalation will help because it's a legal issue. The only thing I can suggest is to call the operator and see if they can get through. Howard: I am not in the Qwest calling area, my operator won't be able to do anything Howard: how about you have a Qwest operator try the number? Seann G: With all due respect, I can't do that because that's not my job. Howard: with all ndue respect, get me in touch with your manager Seann G: The FCC is very clear on what can be done with accounts and unless I have the account holder on, I cannot legally do a single thing to the account. Howard: I'll be sending Qwest management a copy of this chat Seann G: That's perfectly fine, and they will tell you exactly the same thing. Howard: no, they will not Seann G: I can promise you that after 4 years of working here that is exactly what they will do. Howard: they will recognize the account holder has no way to contact them and handle this Seann G: It's not your account therefore we cannot legally tough it. Seann G: *touch Howard: Manager Howard: Manager Howard: Manager Seann G: If your names was on the account, I would but the law is very clear. Howard: your full name and employee number, please? Seann G: Because this is a legal issue, and not a Customer Service issue, I am not required, nor obligated to provide that because the account in question is not yours. Howard: your full name and employee number, please? Seann G: Because this is a legal issue, and not a Customer Service issue, I am not required, nor obligated to provide that because the account in question is not yours. Howard: I am asking you as the person who is preventing my parents from getting help on their phone service Howard: I am your customer at the moment, Seann G: Customer service would be more than happy to discuss this with you if you call 1-888-285-0060. Howard: thanks. That wasn't so hard now, was it, Seann? Seann G: Thank you for using Qwest.com today. Our goal is to provide you with excellent service.  If you need further assistance, please <a href="" http://www.qwest.com/customerService"" target=""_blank"">click here for additional customer service options on Qwest.com.  We invite you to learn how to surf safer and smarter online. <a href=""http://www.incredibleinternet.com/index.php?referrer=qwest_chat"" target=""_blank"">Click here to visit the Incredible Internet site and get online safety certified. info: Thank you for using Qwest.com.  Your chat session has ended.

Comments

[yourbob.livejournal.com]

Getting a manager online does NOT require you to be the customer. Getting a manager online is a customer service issue and that jerk had NO authority to deny you access to a manager. That person Can Not speak for their manager. It is their JOB to pass the buck. That is TOTALLY unacceptable behavior. Take this to the max, guy. Go for it.

[howeird]

I did - see a couple of posts back

[yourbob.livejournal.com]

Harumph. You expect me to read and comment on the posts in the order they're made?! HA!

I do wish I could figure out an easy way to do that.

[howeird]

Last things first, I always say. :-)

[mastersantiago.livejournal.com]

Wow. That was pretty messed up. I'm glad you nailed this guy.