Halloween is less than a week away, but our horrifying tale of customer service terror is quickly turning into science fiction in which we are caught in an never-ending loop bending time and space. Time for a quick update.
As a refresher, our Halloween story relayed the difficulties ILSR has had in recent months with CenturyLink, which provides Internet access and VoIP service to our Minneapolis office. When we received a new phone for a new employee, there was no AC power cord in the box. After running on a human hamster wheel for months, one of our Co-directors, John Farrell, who had been shuffled from department to department at the ISP in search of a cord had been told that he could continue to try to get one from the company or just buy one on Amazon.
It didn’t take long for CenturyLink to reach out to us, once we shared our story via Twitter, telling us that they were “saddened” by our negative experience with the phone power cable and letting us know that, if we would reach out to them, they’d be happy to help.
Anxious to get the conversation out of the public sphere, CenturyLink employees managing the Twitter account requested we direct message them, which we did.
It didn't take long for the nightmare to start all over again as we were looped into an endless version of "Groundhog Day," repeating ourselves and once again being passed from one customer service representative to the next. We've blocked out their names, because we realize that it isn't their fault that the behemoth that they work for is too massive to work efficiently. Over the course of several days, we interacted with several different people, each not completely aware of what the other had been up to in order to tend to our issue.
After sharing the DMs displaying the endless cycle with our Twitter followers, CenturyLink once again asked us put a lid on the conversation. We yielded, but they would not accept our surrender.
As of this writing, our phone still has no power cord, but our situation has been submitted to a “business escalation team” who will contact us. In one of the last DMs that CenturyLink representatives sent us they wrote as they were submitting the request to the appropriate people:
"For their reference, will you please provide a detailed description of the issue at hand (as of right now I am gathering that you are in need of a power cord?)"