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| - This store is unfairly put down by people who are unhappy with CenturyLink as a larger company, but the people in this store have provided me with excellent customer service that I think deserves recognition.
TWO STORIES TO FOLLOW:
1) Installation issue that was taken care of well
2) Billing issue that was taken care of better than I ever would have expected from an ISP.
STORY 1 - Installation
I recently switched from Cox to CenturyLink for my Internet to take advantage of CenturyLink's 1gig fiber plan. Lifetime pricing at $80/mo + free installation!
I placed the order for my new service on CenturyLink's Web site, which was a mistake. I should have gone through the store.
My wife and I opted to purchase our modem for $100, as opposed to leasing one for $10/mo. With fiber, a technician has to set it up, where with the old school DSL plans, there is an option to mail a modem with instructions to set it up yourself. CenturyLink messed up my order and sent us a used DSL modem with self-setup instructions on the day we were scheduled to have a technician complete our install - Friday, June 16, 2017.
I called down to the store, and the lady there was very helpful and reached out to a technician in the field to see if he could still squeeze us in that day, and explained that I could just bring the incorrect modem mailed to me into the store.
The technician (Luis) called me directly and explained that he had one more appointment for the evening, but was willing to work beyond his typical work day to make it right. He would have arrived around 6:30 that evening, but I opted for another day due to dinner plans.
I asked Luis if he could make it the following morning (Saturday), but when he checked with dispatch, he was fully booked. I told him I'd head to the store and work out another time.
That evening, I went in to the store to turn in the incorrect equipment and told them about the installation time screw up. The manager personally scheduled me another appointment for Thursday the following week, almost a week late. It was annoying, but I went with it.
The following day, however, Luis, the technician totally turned around the service lapse when he called me out of nowhere because he had finished a job early and asked if I was home, because he was nearby!
I invited him out to complete the install, and he was incredibly thorough and stayed until we had a chance to test everything. I have a home network package my house was built with that includes a central smart panel that runs CAT5e (ethernet cables) to every room in my house. When I was with Cox, this system had never worked, leaving me to rely on wifi, but Luis was happy to stay until we got everything working.
I've never been happier with the service provided by a technician! Not only did he keep me in mind when he finished another job early, but he went beyond the scope of his normal install duties to help me get my home network working.
Shoutout to Luis!
STORY 2 - Billing
When I returned the equipment to the CenturyLink store in the story above, the manager explained that because our order contained that error that when our first bill came, that modem charge would still be on there. He said when it comes, to come see him and he will take care of it. He left me with his business card.
That would typically be an empty promise in my mind based on my experience with ISPs and their typical lack of customer service, but the store manager truly EXCEEDED EXPECTATIONS.
When the bill finally came, it did in fact have the various extra charges for a total of just over $200.
I emailed the store manager simply asking when he would be available so I could stop by to take care of the billing error with him.
The manager emailed me back about 30 minutes later that it was all taken care of and my new balance was $93. I logged into my account online, and sure enough, the balance due was $93!!
I emailed him back one more time thinking that perhaps one more error was made. My bill should be $80 for my Internet service, and although I had opted to purchase the modem for $100, that perhaps there was still a $10 modem lease fee on there, plus taxes to equal $93.
He immediately replied that the extra $13 was the tax on the sale of the modem, which I had already paid for accidentally, by overpaying the deposit when I signed up (There is a refundable deposit if you opt to have them not run a credit check when you sign up. I did not want an inquiry to appear on my credit report.) He further explained that going forward, my bill will be just $80/mo as it is supposed to be.
Just like that, my bill was fixed and my questions answered. I went into this experience expecting the normal game of calling and waiting on hold for a half hour or so only for someone to have to transfer me to the billing department, who would say it's taken care of, but then it wouldn't actually be, etc. etc. etc..... But it wasn't. The experience was smooth and simple.
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