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| - Thinking of switching from Cox to Century Link? DON'T DO IT! Worst customer service. Ever.
We simply wanted a phone line switched over due to rising costs from Cox. Not everyone wants a house phone these days but we still want one for the kids.
My husband was told installation would take place on a Friday between 8am-5pm and someone must be home. So I stayed home from work and errands to wait for the technician. Nine long hours pass, no phone, no technician, no call, no card left, not one knock on the door, nothing.
Called the company, waited for another hour to learn that they show the service is installed. I checked phone line again, nope, still isn't working. I asked why the technician didn't knock on my door to check install or inform me he was finished with services? Customer service rep literally DID NOT RESPOND. Complete silence on the other end of the phone. I asked again, and was blatantly ignored again. She then offers to schedule a service tech to come out the next morning to diagnose the problem, for a repair fee of course. WAIT? WHAT? Repair fee for a brand new service that was not correctly installed in the first place? Not to mention the fact the technician didn't even bother to contact me during the day by phone or simple knock on the door to confirm that the phone was working, but you're going to charge me for that? "Oh, yes, we can waive that repair fee". You bet your tail you can waive that fee.
My husband knows a thing or two about phone lines and connections. Checked the wires at the box. Yes indeed, the technician connected some wires to our house. THE WRONG ONES. There are blue wires, white wires, and orange wires. He connected blue, our house runs on the orange. The technician would've figured this out within a few minutes if he'd just bothered to knock on my door and check that the line was working. My husband spoke with customer service again and relayed our entire ordeal with this install, not a single person we spoke with seemed to care. I guess their give a darn is busted. If our line had not already been ported over from Cox I would've dropped this company immediately.
On top of it all, we tried to sign into our account online, shockingly (enter sarcastic jaw drop here) our account was not recognized by their system. We then started an online chat with Seth T. We had to restart chat three different times because Seth T. would not respond to us in the chat box after announcing he was present to chat with us. Whether this is because their system is bad/slow, or possibly the fact that he was chatting with several customers at once, does not matter. Took us thirty minutes to find out that we have to try again in 7-10 days, because that's how long it will take to get our information into the system. What? Did I time travel? Is this the 1990s? All in all, 10.5 hours of my day wasted to get a simple phone line installed. Go ahead folks, calculate your hourly wage and multiply it by 10.5 hours. That's a fair estimate of how much of my hard earned cash was wasted/lost on a company that does not value my time or money.
Get with it, Century Link. After this experience, I would much rather pay a few bucks extra to the conglomeration called Cox and get average customer service, than deal with your apathetic customer service reps and incompetent, unprofessional technicians.
My recommendation, stick with Cox.
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