CenturyLink is so annoying. I loved their service and my husband who works in IT actually talked them up to his coworkers and they ended up signing with Centurylink. Vivint Wireless came by our house and we decided to try it while keeping Centurylink live in case the Vivint wasnt working. Due to better speeds and NO THROTTLING we decided to keep Vivint wireless as our Centurylink quality on Youtube and Netflix has been declining. So Bryce called Centurylink while I was in the hospital to cancel with them and they said it would be 200 bucks to cancel!!!! They said that we had signed a Contract in January which we didnt. We upped our speed in January and Bryce specifically asked if this is a renewal of contract and the lady said no but of course they disagreed. Bryce isnt even authorized on the account to make any changes like that technically. So he asks to speak to a supervisor and gets connected to a guy. He explained that we didnt sign a contract and that if they signed one for us it was without our knowledge. The supervisor refused to listen and was saying that if we didnt want to pay the 200 dollar cancellation fee he could always take back our loyal customer discount for the last 9 months and we could pay 240 dollars or something like that. What a ridiculous option. At this point Bryce was getting pretty upset with the guy which doesnt happen often with customer service staff since he spent those years in support and understands that it sucks to have that guy on the phone. Bryce had done some testing to see if we were being throttled on Youtube and Netflix because we were buffering on a 40 Mbps connection that actually speed tested around 36 which is still awesome but should never buffer at those speeds. So he on several occasions when it was buffering like crazy connects to a business VPN or through a proxy and BAM, instant start on videos. He didnt want to bring this up because it just felt like a cheapshot and we could work this out on a positive note so we could continue to say that Centurylink was great and most people wouldnt care about traffic shaping. Anyway, the supervisor says Centurylink doesnt throttle at all...PERIOD... Bryce kept saying that he could provide proof so that the guy could see what he was talking about and the supervisor wouldnt let him and continued to say they dont throttle so it isnt a breach of contract they claim we actually signed...in a chat...by a person who technically isnt on the account. Bryce and the supervisor were both getting super frustrated and since the Supervisor wouldnt let Bryce provide evidence to show that our connection was being throttled on specific IP addresses Bryce asked to speak to the next person above him that would let him submit this evidence. The supervisor said There is no one above me at which point Bryce sarcastically said Are you the CEO!?. The supervisor said that CEO doesnt take phone calls obviously not picking up on the point that there are people above him. He even said the managers above him dont take phone calls and Bryce said that maybe they need to start. The guy kept saying Good Day and trying to actually hang up on Bryce and Bryce was just saying that we needed to work this out. They had previously said that our service would be terminated the next morning at 10AM or something like that so being that we were still customers Bryce said You are hanging up on a customer, a centurylink customer and this made no difference since he got hung up on anyway. Nice Service huh!? Bryce has told so many people how good Centurylink was at work and now they turned us into an extremely negative ex customer that would gladly provide interested people in centurylink with only the FACTS, no opinions on our experiences and our positive experiences with other companies. We would have left on a good note had they just been reasonable and could have potentially come back since we are kind of beta testing Vivint and it could turn out to suck and we would need to find another option. Bryce has already had people ask him about Centurylink since this event last week and they may have lost some new customers already. Being in an IT field Bryce and his work friends nerd out over internet and all that so its not a good group of people to wrong because its like a pissing contest of who has the best network or computer or anything like that. We would rather use our sprint lte, or heaven forbid..cast, if Vivint fails before going back to Centurylink even though for the most part they were excellent. The customer service was just so horrible and they wouldnt let us show them an actual problem and just flat out denied it could exist. Even if we were mistaken, which Bryce isnt, they could have taken that opportunity to show us that we were wrong and explain the problem and we would have accepted that but since they didnt we will continue to go off the facts we have. #unprofessional #StressAtTheHospital #NewBaby #VivintWireless #centurylink #centurylinkcustomerservicesucks
Posted on: Fri, 03 Oct 2014 16:43:08 +0000