rev:text
| - About to lose my mind! If you call, you will wait a LONG time, if you email, they tell you to call them, and if you chat, you will get something like this:
kerry: at 11:30:46
I have an appointment on Tuesday from noon to 4. If they come at 4 and it takes 4 hours to install, I need to reschedule for an earlier time. Please advise.
Kevin W.: at 11:32:03
Is the appointment to run a fiber line and install the modem or just to install the modem by itself?
kerry: at 11:32:32
install Prism.
kerry: at 11:32:38
Can you not see that on my account?
kerry: at 11:33:51
Hello
Kevin W.: at 11:33:58
I cant see your account since I do not have it pulled up. The appointment takes three hours. The tech will call you when they are on there way to set up PRISM.
kerry: at 11:34:51
I;ll go back to my first question...if they show up at 4 and it takes 4 hours (which the video says), I will need to make an earlier appointment.
kerry: at 11:35:33
I entered my name and account phone number along with my ss#.
kerry: at 11:35:39
Can you not pull up my account?
Kevin W.: at 11:36:02
I will transfer you over to the PRISM help desk to see if they can reschedule that appointment for you.
kerry: at 11:37:11
Seriously?
kerry: at 11:37:17
Thought that was where I was????
Kevin W.: at 11:37:53
I am web sales support. I only sell the services. Let me get you transferred over to them.
info: at 11:38:51
Please wait while I transfer the chat to the best suited representative.
info: at 11:38:58
You are now chatting with 'Lendell' at Prism Repair
Lendell: at 11:39:05
Thank you for contacting CenturyLink Prism support. My name is Lendell. Please give me a moment to read over your chat with the last technician.
kerry: at 11:40:17
Just need an earlier appointment.
Lendell: at 11:40:56
May I have your account number to pull up the account please?
kerry: at 11:41:12
I entered that when I started the chat.
kerry: at 11:41:34
623#######
Lendell: at 11:42:15
Sorry but when your chat is transferred, we cannot see that information unless the previous agent provided me that number.
Lendell: at 11:42:24
Pulling up the account now. One moment please
kerry: at 11:43:46
I know this isnt your fault, but CL SERIOUSLY needs to get a grip on customer service!;If you look on the internet, they are TERRIBLE reviews. ;I have experienced those same concerns this week as I am changing stuff on our account. ;Hold times are DREADFUL, emails are not responded to, this chat feature is not good either! I have to sit and stare at my computer for a response!
Lendell: at 11:44:11
I apologize but you have been misrouted to Prism TV and internet support. Let me transfer you to Tier 1 technical support that can assist you with your concern. One moment while I transfer you.
kerry: at 11:44:26
ARE YOU KIDDING?????
kerry: at 11:44:34
I JUST NEED TO CHANGE MY APPOINTMENT!!!
Lendell: at 11:45:09
Sorry Kerry but we do not have access to your account since we are with Prism.
Lendell: at 11:45:25
I will go ahead transfer you to the correct department that can change your schedule.
kerry: at 11:45:26
I AM INSTALLING PRISM ON TUESDAY!
kerry: at 11:45:39
I NEED AN EARLIER APPOINTMENT!
kerry: at 11:46:18
I don;t need repair...can;t you see that from my account?
Lendell: at 11:46:21
Okay, the order date needs to be modified by the Business office. We can only change appointment if its for repair.
Lendell: at 11:46:52
I will go ahead transfer you to Customer Service that will change the order date.
kerry: at 11:47:10
I am about to lose my mind! That;s where I started!!!!!!!!!!!!!!
info: at 11:48:21
Please wait while I transfer you to an operator that can better serve you.
system: at 11:48:57
Just a moment. A sales and service consultant will be right with you.
system: at 11:49:05
Just a moment. A sales and service consultant will be right with you.
info: at 11:52:35
You are now chatting with 'Jeremy A.' in customer service.
info: at 11:52:35
How may I help you today?
kerry: at 11:53:13
I have documented this conversation...this is crazy!
kerry: at 11:53:31
please read my dialogue. I hope you can help
Jeremy A.: at 11:54:39
May I have your account number please Kerry?
kerry: at 11:59:53
You're kidding, right?
Jeremy A.: at 12:00:32
May I have your account number please?
kerry: at 12:01:01
Did you read my previous dialogue?
Jeremy A.: at 12:01:40
About the Prism date?
kerry: at 12:02:53
could I PLEASE get an earlier appointment on Tuesday???
Jeremy A.: at 12:03:37
Could you please, send over your account number?
kerry: at 12:04:00
I ALREADY HAVE!!! TWICE!!!
Jeremy A.: at 12:04:15
Could you send it here, in the chat that you've started with me.
kerry: at 12:04:36
6.2.3.############
Jeremy A.: at 12:05:03
Thank you.
RESOLVED AT 12:15!!!!
|