One hour and 44 minutes connected to CenturyLink chat on this Friday the 13th. It did not drive me crazy, because after a few minutes I was definitely close enough to walk. It starts getting crazier once Felix transfers me. It was hilarious. If you're in just the right mood and you don't have anything better to do, you also might find it funny. Here is the copied and pasted chat log.
Info
at 18:26, Jul 13:
Thank you for contacting CenturyLink. A sales and service consultant will be with you in just a moment.
Your account information is confidential and protected by law. Please advise our agent if you prefer that we do not use it to market products or repair your services. This has no effect on the service or offers we provide you.
Info
at 18:26, Jul 13:
To ensure compliance with Payment Card Industry guidelines, please do not share your credit card information, security code, or CVV/CVC in the body of this chat. If required, your credit card information will be requested
through a separate, secure window. Thank you for contacting CenturyLink.
You are speaking with CTL Virtual Agent.
CTL Virtual Agent
at 18:26, Jul 13:
Hi my name is CenturyLink Virtual Agent. Thank you for contacting the CenturyLink Chat Team. I am here to answer your questions. How may I assist you?
Dave
at 18:26, Jul 13:
My bill seems incorrect
CTL Virtual Agent
at 18:26, Jul 13:
We are happy to help you with your request. Please give me a moment to connect you with a specialist who can assist you further.
Info
at 18:26, Jul 13:
Please wait while I transfer the chat to the best suited operator. This may take a moment.
Info
at 18:28, Jul 13:
All agents are currently assisting others. A CenturyLink Consultant will be with you shortly. Your minimum wait time is approximately 6 minutes. Thank you for your patience.
Info
at 18:30, Jul 13:
All agents are currently assisting others. A CenturyLink Consultant will be with you shortly. Your minimum wait time is approximately 6 minutes. Thank you for your patience.
Info
at 18:32, Jul 13:
All agents are currently assisting others. A CenturyLink Consultant will be with you shortly. Your minimum wait time is approximately 6 minutes. Thank you for your patience.
Info
at 18:34, Jul 13:
All agents are currently assisting others. A CenturyLink Consultant will be with you shortly. Your minimum wait time is approximately 4 minutes. Thank you for your patience.
Info
at 18:36, Jul 13:
All agents are currently assisting others. A CenturyLink Consultant will be with you shortly. Your minimum wait time is approximately 4 minutes. Thank you for your patience.
Info
at 18:38, Jul 13:
All agents are currently assisting others. A CenturyLink Consultant will be with you shortly. Your minimum wait time is approximately 3 minutes. Thank you for your patience.
Info
at 18:40, Jul 13:
All agents are currently assisting others. A CenturyLink Consultant will be with you shortly. Your minimum wait time is approximately 3 minutes. Thank you for your patience.
Info
at 18:42, Jul 13:
All agents are currently assisting others. A CenturyLink Consultant will be with you shortly. Your minimum wait time is approximately 1 minutes. Thank you for your patience.
Info
at 18:43, Jul 13:
To ensure compliance with Payment Card Industry guidelines, please do not share your credit card information, security code, or CVV/CVC in the body of this chat. If required, your credit card information will be requested
through a separate, secure window. Thank you for contacting CenturyLink.
You are speaking with Felix T..
Felix T.
at 18:44, Jul 13:
Hello Dave,I hope you are doing good today. I will be more than happy to help you with your bill issue.
Felix T.
at 18:44, Jul 13:
Thank you for authenticating your account. I look forward to assisting you today. Would you provide a contact number?
While I am in your account, if I see anything that will benefit you, I will be sure to let you know.
Dave
at 18:44, Jul 13:
252-xxx-xxxx
Felix T.
at 18:45, Jul 13:
Thanks
Dave
at 18:47, Jul 13:
It appears that I have been charged twice for a tech installation. No tech ever came on July 2, the day that a tech was supposed to come to my house. So, I'm being charged twice for a service that didn't even happen once.
Felix T.
at 18:47, Jul 13:
Thank you for completing verification process and being a loyal CenturyLink customer.
Felix T.
at 18:47, Jul 13:
Allow me a moment while I go to your account.
Felix T.
at 18:52, Jul 13:
I see you were charged for two tech installation, I will need to issue a credit.
Felix T.
at 18:53, Jul 13:
Just a moment to apply it.
Dave
at 18:54, Jul 13:
I appreciate that, but can you tell me when even one tech installation took place? Doesn't the tech have to come to my house to do an installation? No tech came to my house.
Felix T.
at 18:55, Jul 13:
I will need to connect you to tech support after this.
Dave
at 18:55, Jul 13:
OK
Felix T.
at 18:56, Jul 13:
Thanks.
Felix T.
at 18:59, Jul 13:
Credit has been issued successfully.
Dave
at 19:00, Jul 13:
Thanks. Please forward this chat to tech support so that I can find out what's going on with the supposed tech visit.
Felix T.
at 19:00, Jul 13:
Before connecting you to them, could you tell me who is your tv provider?
Dave
at 19:00, Jul 13:
DirecTv Now
Felix T.
at 19:01, Jul 13:
Awesome! By the way. How often do you make long distance calls?
Dave
at 19:02, Jul 13:
I have Cricket wireless and I'm happy with it.
Dave
at 19:02, Jul 13:
No one makes long distance calls any more. All calls are the same price.
Felix T.
at 19:02, Jul 13:
Let me tell you, It sounds like budgeting is important to you. we have a budget-friendly option that combines price for life internet with Essential for only $65 a month. That plan includes 30 minutes of long distance calling and $.20 a cent per minute afterward. Since that rate won't change it's easy to budget for you and you will still receive the benefits only a home phone can offer.
Felix T.
at 19:03, Jul 13:
I understand, thanks.
Dave
at 19:03, Jul 13:
You can quit the sales attempt. You have nothing else I'm interested in.
Info
at 19:03, Jul 13:
Please wait while I transfer the chat to the best suited operator. This may take a moment.
Info
at 19:03, Jul 13:
All technical support chats may be recorded and used for training purposes. Hello, you have reached CenturyLink Internet Repair, my name is Hannah. Please give me a moment while I review the information you have provided.
Hannah
at 19:05, Jul 13:
Hi Dave
Dave
at 19:06, Jul 13:
Hi Hannah
Hannah
at 19:08, Jul 13:
I'll be right with you .
Hannah
at 19:08, Jul 13:
I see you were transferred from another department. It would be a pleasure to assist you today, please give me a moment to review the previous conversation.
Hannah
at 19:11, Jul 13:
Hi Dave
Hannah
at 19:11, Jul 13:
I see you're chatting about bill concern
Hannah
at 19:11, Jul 13:
is that correct?
Dave
at 19:13, Jul 13:
You didn't read the previous chat, after all that time? Yes, that is sort of correct. I want to find out three things. One, when did a tech supposedly come to my house? Two, what did the tech supposedly do? Three, isn't it necessary for the tech to come to my house and see me in order to perform service?
Hannah
at 19:15, Jul 13:
Thank you for waiting. I'll be with you in just a moment. .
Dave
at 19:16, Jul 13:
Your chat help is really really slow and all the chat agents repeat themselves over and over and over.
Hannah
at 19:18, Jul 13:
I'm sorry for the delay. I'll be right with you.
Hannah
at 19:20, Jul 13:
I'm sorry for the delay. I'll be right with you.
Hannah
at 19:22, Jul 13:
I'll be right with you .
Hannah
at 19:24, Jul 13:
Thank you for waiting. I'll be with you in just a moment. .
Hannah
at 19:26, Jul 13:
I'll be right with you .
Hannah
at 19:27, Jul 13:
Hi
Info
at 19:28, Jul 13:
Thank you for chatting with us. This session has been disconnected by the agent. If you need further assistance, please close this window and begin another chat session.
[Editor's note: so, I immediately close the window and begin another chat session.]
Info
at 19:31, Jul 13:
Thank you for contacting CenturyLink. A sales and service consultant will be with you in just a moment.
Your account information is confidential and protected by law. Please advise our agent if you prefer that we do not use it to market products or repair your services. This has no effect on the service or offers we provide you.
Info
at 19:31, Jul 13:
To ensure compliance with Payment Card Industry guidelines, please do not share your credit card information, security code, or CVV/CVC in the body of this chat. If required, your credit card information will be requested through a separate, secure window. Thank you for contacting CenturyLink.
You are speaking with CTL Virtual Agent.
CTL Virtual Agent
at 19:31, Jul 13:
Hi my name is CenturyLink Virtual Agent. Thank you for contacting the CenturyLink Chat Team. I am here to answer your questions. How may I assist you?
Dave
at 19:32, Jul 13:
I have 3 questions about tech service.
CTL Virtual Agent
at 19:32, Jul 13:
I didn't understand your request. You can provide more detail or try rephrasing. You can also ask to be connected to a live agent.
Dave
at 19:32, Jul 13:
Connect to technical support
CTL Virtual Agent
at 19:32, Jul 13:
I understand you are having difficulties. How can I help? Please choose one of the following options
1. High Speed Internet
2. Prism
3. Phone
4. All Services
Dave
at 19:32, Jul 13:
1.
CTL Virtual Agent
at 19:32, Jul 13:
We are happy to help you with your request. Please give me a moment to connect you with a specialist who can assist you further.
Info
at 19:32, Jul 13:
Please wait while I transfer the chat to the best suited operator. This may take a moment.
Info
at 19:32, Jul 13:
All technical support chats may be recorded and used for training purposes. Hello, you have reached CenturyLink Internet Repair, my name is Katrina. Please give me a moment while I review the information you have provided.
Katrina
at 19:36, Jul 13:
HI Dave!
Katrina
at 19:36, Jul 13:
How may I help you today?
Dave
at 19:36, Jul 13:
I want to find out three things. One, when did a tech supposedly come to my house? Two, what did the tech supposedly do? Three, isn't it necessary for the tech to come to my house and see me in order to perform service?
Katrina
at 19:36, Jul 13:
May I have the account holder's name and can be reached number please?
Dave
at 19:37, Jul 13:
Dave Bellware. You're going to call me instead of doing the chat?
Katrina
at 19:38, Jul 13:
We are doing this on chat, this is just for the documentation purpose.
Dave
at 19:38, Jul 13:
252-xxx-xxxx
Katrina
at 19:40, Jul 13:
I am now checking on the account
Katrina
at 19:44, Jul 13:
I am now seeing any scheduled tech for your account.
[Editor's note: that was a typo, but I correctly guessed that she meant "not" instead of "now".]
Katrina
at 19:44, Jul 13:
That is why I cannot answer the number 2 question too
Katrina
at 19:44, Jul 13:
For number 3, yes someone 18 years old and up should be at home just in case the tech needs access in your premise
Dave
at 19:45, Jul 13:
So does that mean that a tech could have done something without needing access to my home?
Dave
at 19:47, Jul 13:
My bill contains two charges for tech service. I just got one of the charges removed because it was clear to the chat agent that I was billed twice. What I haven't been told is what service was performed even once?
Katrina
at 19:48, Jul 13:
I see, it can be the set up of your lines.
Katrina
at 19:49, Jul 13:
Let me check further
Dave
at 19:50, Jul 13:
I can't get a consistent story from CenturyLink about this. At least 2 or 3 agents told me that there is no faster service available, and therefore no service was performed.
Dave
at 19:50, Jul 13:
Thank you for checking further.
Katrina
at 19:51, Jul 13:
May I know the cost that is added on your account?
Dave
at 19:52, Jul 13:
$59.98. That amount appears on my bill TWICE, but a chat agent I spoke to earlier assured me that he removed one of those charges.
Katrina
at 19:53, Jul 13:
For your question about the tech could come without access to the home, yes if the lines that they are going to fix is on the centurylink box/or server they won't need access to the home. But we ask the customers to be at home at the time of the tech appointment so if the tech needs to check the lines inside your house, someone can let them in and they can resolve the problem on the same day.
Katrina
at 19:54, Jul 13:
Yes same amout showing on my end that is listed as Bus Tech install Fee, it also shows that it is for July 2, 2018 provisioning completed
Katrina
at 19:55, Jul 13:
Provisioning means an upgrade or downgrade of your service.
Katrina
at 19:55, Jul 13:
Let me confirm the speed you have now if it is the max speed on your area.
Katrina
at 19:55, Jul 13:
Is that what you ordered? An upgrade of service?
Katrina
at 19:55, Jul 13:
And yes there is only one $59.98 now
Dave
at 19:55, Jul 13:
OK, but there was nothing that needed to be fixed. The appointment was for the purpose of upgrading my existing 10 Mbps service to 25 Mbps..... OK, yes. Yes,
Dave
at 19:57, Jul 13:
Yes, please check. I don't mind paying one tech fee but I don't think it's right for you to have asked me to stay home all day when a tech didn't even need to come to my house.
Katrina
at 19:57, Jul 13:
And yes most of the time for upgrade of speed, techs do not need access inside the customer's premise. That can be the reason he didn't show up on your premise. I'm sorry for your inconvenience.
Katrina
at 19:57, Jul 13:
I am now checking on it
Katrina
at 19:57, Jul 13:
Did the tech even call you that he is on his way or already on the premise of the box?
Dave
at 19:59, Jul 13:
No, absolutely not. The appointment was supposed to be in the morning and I waited at home all day long... no call or contact was made with me, of any kind.
Katrina
at 20:00, Jul 13:
I see, I apologize for that, techs are supposed to contact you that they are on the way or working on it. I Because they are instructed to do so.
Katrina
at 20:01, Jul 13:
I will note it here.
Dave
at 20:01, Jul 13:
I appreciate that, because I kind of feel like I was jerked around and kept in the dark.
Katrina
at 20:02, Jul 13:
Upon checking the highest speed available on your area is for 25mbps
Katrina
at 20:03, Jul 13:
Your current speed is for 10mbps. What was your previous speed?
Dave
at 20:03, Jul 13:
10 Mbps.
Dave
at 20:05, Jul 13:
My actual current download speed is 8 Mbps. Upload speed is just under 1 Mbps.
Dave
at 20:08, Jul 13:
One chat agent told me, last week, that the technician who supposedly performed the visit put a note in the file that said he had spoken with me and informed me that it was not possible for my location to upgrade from 10 Mbps. I've had 10 Mbps service with you for at least a couple of years now.
Info
at 20:10, Jul 13:
Thank you for chatting with us. This session has been disconnected by the agent. If you need further assistance, please close this window and begin another chat session.
So he did come, and did fix something. Are you satisfied that he was able to improve your internet speed? Why would they charge so much to determine that they couldn't make a big difference, when the local tech could have been able to do that in the area where you live?
