So I used my phone and tweeted about my trouble with the internet not working - TO Century Link - last night:
At 7 this morning (at my count, about 9 hours later)... they send this response: @PamAtherton Pam, Sorry to hear about the frustration! We'd be happy to help! Send us the details to our link http://bit.ly/TTUwf.
Now I ask you... IF I'M HAVING TROUBLE WITH MY INTERNET SERVICE, WHY WOULD YOU SEND ME TO A LINK ON THE INTERNET????
You are also a big enough company that you should have support on call (and on twitter) during a wider span of hours. 7 am the next day doesn't help me when my problem was at 10 pm the night before.
Smart Customer Service Response:
- Ask me to follow you on twitter so that you can direct message me and help me with my problem.
- Tell me YOU will handle it. Why do you shunt me off to an online form, which most probably isn't going to have my problem as an option, or will take support 9 hours to respond? And which... I CAN'T GET TO BECAUSE MY INTERNET DOESN'T WORK!!
- Instead of me filling out a form and THEN a representative calls me... why don't YOU have a representative call me and we can talk about the problem then?
I think CenturyLink would do well to research and model after HSN's customer support.
--One Woman's Opinion
And yes... the all caps. This is not my first rodeo with Century Link, and it appears that Customer Service is not a priority with them.