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  • 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!!!!
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