Centurylink Scam Bad Company Stay Away! monroe, Louisiana
I worked for Centurylink in customer care for almost 2 years its truly a terrible company. Centurylink does not have a dedicated customer care department its a sales department. Centurylink looks at these calls as $$$$ signs. They look the other way when top sales associates slam accounts with products and services. If you werent top in sales you are treaded like dirt and always threatened to be fired if you didnt meet sales quota. People would get fired on a weekly basis and the training classes which we called our replacements were constantly churning out new agents. Im shocked they dont get giant fines for over billing. To give a couple examples for the state of Florida during the full year of 2011 when a customer went on vacation mode they didnt get the discount unless the customer called in every month for it and when they came back from vacation the system would charge them a $53.00 connection fee. Another example when a customer calls in to add a call feature the system auto charge the account a $53.00 connection fee as if it is new service. Centurylink was aware of these over billing problems and never fixed them. I would give thousands of dollars a month in credits because of the dishonest over billing. These are just a couple examples of many! You know you work for a bad company if you wont even subscribe to their service. I started to look for a better job when I received my first write-up for falling short meeting quota I had 89.10% and I need 90.00% to goal to meet quota. Im happy to report I no longer work for Centurylink as they are paying for me to look for another job via unemployment. Two weeks after being fired Centurylink is downsizing
because sales are bad and the call center I worked at in Altamonte Springs Florida is closing on June 1 2012 and everyone is being fired. I cant say I feel bad for the supervisors! You should stay away from this company at all cost!
3 Updates & Rebuttals
Anonymous
Littleton,Colorado,
U.S.A.
I understand
#4UPDATE Employee
Thu, April 26, 2012
My rebuttal was more to distinguish Legacy Qwest from Legacy Centurylink.
We however get a ton of passed calls from legacy Centurylink. The only two carriers we cannot transfer to is MCI and Verizon Wireless. MCI, because they were purchased by Verizon Wireless. This I how it is on the Qwest side anyhow. Somedays it seems I speak to more legacy Centurylink than other customers.
When the integration is farther along it may be better. We are open about pay rates within our center and Legacy Centurylink employees pay rate is as much as 80% less than Qwest, so I can see how that could be a problem with customer service issues. That may be fixed when integration is farther along.
Using the terms Centurylink and "rip-off" can be a misconception I believe, because Savvis and Embarq are also two companies that still works semi-independent under the Centurylink brand. It's like getting bad service at any franchise and denouncing the corporation.
Just like franchises, Centurylink and it's merged entities operate in very different ways until fully merged. I feel fortunate enough to work for a company that has the least amount of slamming reports when googling "Comcast slamming" Centurylink slamming" "Verizon slamming."
All these corporations are a network or "tree" of employees. Any tree is bound to have some bad apples, but I think the PUC regulations help minimize the bad apples within former Qwest. I don't know how any corporation with over 1,000 employees manages to stay open as that is a 1000+ potential time-bombs.
Scooterg
longwood,Florida,
United States of America
Centurylink completed its purchase of Qwest in April 2011
#4Author of original report
Mon, April 23, 2012
Centurylink and Quest are not integrated and still operate like two different companies. When we would receive a call from a person that lives in a Quest area we couldn't even transfer them to the Quest side. You can't speak for the Centurylink side because you work on the quest side. Everything I stated in this report is 100% true and can be backed up by documentation and hundreds if not thousands of complaints.
Anonymous
Littleton,Colorado,
U.S.A.
Different than Legacy Qwest
#4UPDATE Employee
Sun, April 22, 2012
I work on the part of CenturyLink that used to be Qwest and I don't see a whole lot of "slamming."
On the Qwest side, if a customers service is downgraded or disconnected within 90 days it is taken out of the representatives earned revenue. I've worked on the Qwest side for about 5 years and the average tenure in my department is over 10 years.
On the Qwest side, there is a dedicated customer care department, sales department and retention department for both residential and businesses, so 6 front-end billing departments in total.
It is true about the billing issues, but it seems most people call in and we get them fixed quickly. Hard to update billing systems diligently under a government regulated entity: the PUC's, who slaps red tape on everything.
Center closures are great for hard working employees. I've gone through 2 of them and both times my salary almost doubled each time, because then you get filtered closer to the top of company. We have 100% call recording now (within last 2 years) so nearly impossible to get "slammed."
Only people I see not making quota over here are the ones trying to do dishonest order-writing (immediately audited and removed credit) or playing around on the internet.
The reconnection fee for restore from vacation is quoted right on the PUC's website, however orders porting service out generally creates billing problems due to what i suspect a lack of training in wholesale groups that create flawed charges.