Qwest Updates Contact Page To Explain Why They Don't Accept Emails
Yesterday we noted that Qwest has done away with their "email us" option on their contact page, and in a comical example of corporate doublespeak they'd printed, "Your questions and concerns are very important to us, however we are no longer able to respond to email." Today it looks like Qwest has changed that pop-up window to provide a little more information.
Now it reads,
Your questions and concerns are very important to us.
In an effort to provide a faster response, and to ensure your personal security, we ask that you please use our online chat (available on most pages in the upper right corner), call or visit us at one of our retail locations. This will ensure the most complete and timely response to your questions and concerns.
Well, at least now they've provided an explanation (and there's at least one reader who agrees with them).
Remember, if you've tried to resolve a problem with your Qwest account and haven't had any luck, you can always try one of the people listed in their corporate directory.
(Photo: Getty)
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Comments:
i wish they pushed the chat more when i used to work technical support for qwest...i think we all know why they're pushing the chat now.
I'm not sure that I have ever gotten a good email response for technical support from any company. This could actually improve their customer service.
They are hands down the worst company I have ever dealt with. Not accepting email is one less thing for them to screw up I guess...
I hope they don't use AT&T's Chatbot.
Every company should use live chat (sans chatbot). Its the best thing to happen to customer service since the telephone. I don't have to focus on one conversation with chat and I can do it with my daughter screaming in the background.
On the other hand, I work on a help desk and I deliberately let my phone go to voice mail. I answer e-mails within one hour and my IM is always open to high-level users who support other users. People like me because I respond quickly.
If it isn't in writing, it didn't happen. Maybe Quest is trying to make user issues "not happen."
Yeah, because nothing is slower than email...
@Ben Popken: I'm sorry... I get that you were trying to be ironic, but the meaning didn't come across. Try again please?
Does chat have the same eternal life as e-mail? Is it legally admissible?
Forcing customers to wait (and wait, and wait... and wait) to "speak" with a live person via voice call or chat is far less efficient than any back and forth that may result from customers submitting insufficient information via email. There's a reason some customers choose the email support option when it's available - they're willing to take accept a longer time-to-resolution in exchange for spending less of THEIR time in the process.
Chat can be helpful, especially since you get a log of any conversations. On my old Qwest account, I was talking to a rep via chat about getting DSL service and was asking her about how much I could expect to pay in taxes. She said "We don't charge tax on internet service".
Me: "Really?"
Her: "That's correct, no tax."
Not believing her at all, I saved the transcript. Low and behold, when I got my first bill, I was charged tax. I promptly called Qwest and got a discount that covered the tax because I had proof I had been told it wouldn't be there.
@MyTQuinn: agreed. Email is my preferred contact method too. No annoying hold music that way. Although, I can't stand it when certain companies force the reps to put in gobs of happy speak. "Thank you for emailing XXXXXX. My name is Y and it is the my greatest pleasure to serve you and answer any questions you might have...." That's always annoyed me.
Why does anyone still you Qwest? They are crooks. Their managers are crooks. Their service is awful. Their claims are false.
I kind of applaud this, nothing is worse than someone who really doesn't care sending you an email that will never actually solve your problem.
I would have to say the change to chat is most refelctive of their recent change in their wireless phone service. There change to Verizon as a wireless provider surely sent a landslide of email questions. Better to give those contacts a more direct Q&A ability than playing email tag.
BTW-- There website also offers this info: In 2008 Qwest won seven awards from Nemertes Research for Best Customer Service, Best Network Performance & Reliability, Best Value, Best Overall Carrier, Performance, Favorite Provider, MPLS: Best Customer Service, Ethernet: Best Customer Service. There are over 14 million people using Qwest as their local service provider. Additionally JD Power and Associates rated Qwest highest for their BIG Business services. Claims such as this are hard to deny if you visit JD Powers and Nemertes Research and verify.
Meh, I find that their Chat is actually more helpful than calling anyway