- Report: #505972
Complaint Review: Qwest Communications International Inc. - Internet
Reported By:
Tired-of-Stupidity -
Bremerton, Washington, USA
Submitted:
Updated:
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Author Not Confirmed
Why?
Qwest Communications International Inc.
www.qwest.com Internet, United States of America
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Qwest Communications International Inc. Qwest Qwest Refuses To Fulfill Contract Obligations and Can't Even Find a Copy of Their Contract Terms! Internet
Qwest will not honor its "Price for Life Guarantee" and cannot even quote its own terms for maintaining the "Price for Life Guarantee"
We had a two-year service contract on home broadband internet service. The terms on this agreement are: "Price for Life offer available to Qwest residential customers. Downgrading service to 256Kbps, changing ISP, moving out-of-state, suspending or disconnecting service may cancel price guarantee and may result in an early termination charge." We did not violate any of these terms. Our 2-year committment ended on 05/22/2009. In 07/2009 we cancelled our home phone service but KEPT our broadband. At that time the customer service agent told my wife that we would lose the "bundle savings" but would keep our price for life pricing on the broadband. The next bill we received had three problems: 1) We were charged for two months (one in advance), 2) we had a new 24-month service committment added, and 3) the price went up on the broadband to $49.99. The price we should have been paying (guaranteed for life) was $31.99. We contacted customer service and after over an hour and twenty minutes on the phone they could only tell us that the "price for life" was no longer available, that he (supposedly a floor manager) had "asked a whole bunch of people" about the contract terms and they all agreed that we couldn't keep our "price for life", and he couldn't find or get to the contract terms to show us why our "price for life" was no longer a "price for life". We quoted the terms and conditions to him (as shown above) and he said the best he could do was violate his end of the contract by offering us a lower price only if we signed up for another 24-month service agreement. My wife vigorously argued the point that we had fulfilled our part of the contract, we had verbal confirmation from a Qwest customer service agent that we had fulfilled our part of the contract and could keep the "price for life", and that voluntary disconnection of the landline home phone had absolutely nothing to do with the "price for life" terms as stated in Qwest's own terms (available online from Qwest and shown above). At this point the floor manager hung up on us!!!
We had a two-year service contract on home broadband internet service. The terms on this agreement are: "Price for Life offer available to Qwest residential customers. Downgrading service to 256Kbps, changing ISP, moving out-of-state, suspending or disconnecting service may cancel price guarantee and may result in an early termination charge." We did not violate any of these terms. Our 2-year committment ended on 05/22/2009. In 07/2009 we cancelled our home phone service but KEPT our broadband. At that time the customer service agent told my wife that we would lose the "bundle savings" but would keep our price for life pricing on the broadband. The next bill we received had three problems: 1) We were charged for two months (one in advance), 2) we had a new 24-month service committment added, and 3) the price went up on the broadband to $49.99. The price we should have been paying (guaranteed for life) was $31.99. We contacted customer service and after over an hour and twenty minutes on the phone they could only tell us that the "price for life" was no longer available, that he (supposedly a floor manager) had "asked a whole bunch of people" about the contract terms and they all agreed that we couldn't keep our "price for life", and he couldn't find or get to the contract terms to show us why our "price for life" was no longer a "price for life". We quoted the terms and conditions to him (as shown above) and he said the best he could do was violate his end of the contract by offering us a lower price only if we signed up for another 24-month service agreement. My wife vigorously argued the point that we had fulfilled our part of the contract, we had verbal confirmation from a Qwest customer service agent that we had fulfilled our part of the contract and could keep the "price for life", and that voluntary disconnection of the landline home phone had absolutely nothing to do with the "price for life" terms as stated in Qwest's own terms (available online from Qwest and shown above). At this point the floor manager hung up on us!!!
1 Updates & Rebuttals
TalkToQwest
Denver,Colorado,
USA
Price For Life
#2UPDATE Employee
Thu, November 19, 2009
Hello, my name is Steph at Qwest,
I am sorry that you had so much difficulty in getting the correct answers when it comes to price for life and the contractual obligation. There are some changes that do affect the monthly cost regarding bundling and promotional discounts. I would be happy to help you get the information you need as well as help with any billing or other concerns that you need assistance with. Please visit http://socialmedia.qwest.com/ to get in touch directly with my team.
thank you for the opportunity to assist you with this situation
Steph Lake Manager - Talk To Qwest Team
"At Qwest your account information is confidential and protected by law, so I need your permission to access the account.
