You should should call the website OUTAGE and include DSL.Net also. -----Original Message----- From: owner-nanog@merit.edu [mailto:owner-nanog@merit.edu]On Behalf Of Allen Gwinn Sent: Tuesday, September 18, 2001 10:42 AM To: nanog@merit.edu Subject: Our Qwest Testimonial: qwestoutage.com Greetings, Simply put, they've put us through hell, so I've put a website up to tell our story at qwestoutage.com. I'd be interested in feedback--especially anyone that has had similar or different experiences than we've had. I've heard from another customer (DS-3 customer) who has had fairly good experience. His comment was, "the hardest thing to do is to get their attention--but once you do that, they're fairly responsive." I heard from one more that is decommissioning their Qwest circuits nationwide and moving back to UUNET. Thanks, Allen

is qwest-makes-my-life-hell.com available ? ;) here's a rough one year recap of our relationship with qwest: 1. we're overbilled by 60K, for 3 circuits that have been disconnected for 2 years, 1 year, 3 months, respictively. 2. our account rep leaves qwest, orpahing our account. 3. we call qwest for 5 months, speaking to roughly 8 different people in billing, major accounts, support, etc. we can't get anyone to call us back, even after saying things like the following: "Your company thinks we're late of 60 thousand dollars worth of payments. Is there anyone at qwest who is concerned about this?" 4. we get a new account rep, who spends 2 months tracking down the various circuits and "internal" disconnect orders. 5. two days after faxing us a breakdown of what charges are legit, and which should be credited to our account, our rep leaves qwest, orpahing our account. the writeup she sends is accurate. 6. we call qwest to request a new rep. 7. someone from qwest collections calls us to inform us that our service will be disconnected if we don't pay the portion of our bill which is now 1 year overdue. when weinform her that we've been trying to reconcile our bill, she informs us that we should call billing to discuss our "dispute". 8. we receive a new qwest rep, who sets up a 4 way confrence call with us, himself, qwest's east coast rep, and a controller. we fax them the 2nd account rep's summary of billing errors. they all agree that the document looks accurate. we never hear from any of them ever again. 9. collections calls us again. they threaten to disconnect a circuit if we don't settle our outstanding invoices within 30 days. the circuit they threaten to disconnect has been disconnected for 18 months. 10. we finally find someone at qwest who claims that they can authorize our credits. he calls back 2 months later with the following gems: 1. he claims that he needs our copies of the disconnect orders, and gives us the qwest internal disconnect order codes for the circuits. we ask him, if qwest has an internal disconnect code for the lines, why does he need our copies? 2. he tells us that the credits have been approved, but that he couldn't provide immediate written confirmation. 11. finally, one year after we first notified qwest of the problem, we receive our credits. amazingly, they appear to be correct. for one glorius month, our account balance is reduced to zero. 12. the next month, qwest starts billing us incorrectly again. we call the billing manager who authorized our credits. he claims to not remember us or our problems. in short, we probably had 3 people spend about 40 manhours trying to inform qwest that should be concerned that our company was not paying them. lost in this whole mess is that their service (DS1) to us was reasonably good. unfortunately, their organizational sloppiness negates that for us - we'll be dropping them as soon as other arrangements are in place. dan --- Allen Gwinn <allen@gwinn.net> wrote:

Greetings,

Simply put, they've put us through hell, so I've put a website up to tell our story at qwestoutage.com. I'd be interested in feedback--especially anyone that has had similar or different experiences than we've had. I've heard from another customer (DS-3 customer) who has had fairly good experience. His comment was, "the hardest thing to do is to get their attention--but once you do that, they're fairly responsive." I heard from one more that is decommissioning their Qwest circuits nationwide and moving back to UUNET.

Thanks,

Allen

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