QWest

investmenttool.com technology journal

One of my consulting customers decided to connect his office network to the internet using Qwest. The process started innocently enough, but seems to have spun out of control. Qwest has proven itself unable to handle a simple matter such as providing proof of insurance prior to doing the installation work. Here is the story.

About six weeks ago, the decision was made to order DSL. A quick call, half an hour on the phone with a pleasant and helpful representative and it was established what kind of service would be installed. The process that would be followed was simple. First a phone line, then an installation.

The phone line installation was done by subcontractor. Ameritech(SBC) got the line into the basement of my customers building without any issues. I received a call several weeks later asking to schedule an installation. I made changes to my customer systems to allow for internet email and upgraded the virus protection.

Installation day came. The installer who was scheduled to come between noon and 4 p.m. showed up two hours early. When the building manager was contacted the requested certification of insurance. This is simply a matter of showing the installing company has insurance to cover costs in case they break something while doing the installation.

Qwest's installer was unable to provide the documentation after spending over three hours trying to get it. Seems they could not decide whether the certificate needed to come from Qwest or the subcontractor doing the installation.

The response was completely unprofessional. I have spoken to Qwest and the building manager on four occasions since then. Qwest can not seem to handle the simple process of sending a fax to the building manager.

As I type, I'm on hold with Qwest, trying to resolve the situation. My customer is still waiting for his internet service. Qwest's welcome packager with the router and other helpful information sits gathering dust and Qwest is still not being paid. I wonder how long this situation is going to drag out.

For our front page, click here.

Shmuel Protter
investmenttool.com

Send this page to a friend

Friends Email (Required):
Your Email (Required)    :
Your Name (Required)    :

Enter your message to your friend (optional):

Return Email receipt: Yes No
Join Stockwatch Alert Mailing list: Yes No

---

Join Stockwatch Alert mailing list.

---

---