Century Link Joey Saves the Day....Exceptional Customer Service!

@CenturyLinkJoey stepped in and left me a comment on my Century Link Sucks Post .  I sent me all the information that he requested and he provided exceptional Customer Service.  You can see for yourself from the emails below that Joey and I corresponded that he answered all my questions and made this right.  I wish all Customer Service Reps would be like Joey.  Everyone could learn something from Joey.

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From: One Girl Ideas
Sent: Monday, January 24, 2011 9:11 AM
To: Joey
Subject: Re: [One Girl Ideas] New comment on Century Link Sucks!.

Thank you for responding Joey,

If you think you can help then lets see what you can do.

I think you know buy reading my blog post that I am not happy and have a good handle on what has happened. Basically Century link has been paying Dish Network for the last 3 months and not Directv.  

You tell me why and fix it and then I will write a new blog post about how you helped and made things right.

My old account number was XXX-XXX-XXXX-XXX ( before things went bad) XXX-XXX-XXXX-XXX is the new account number where everything went bad.  

I tried live chat but I didn't get anywhere but upset because the rep was not listening to me.  That is why I know I will have to call.  

You tell me what you can do and will go from there.

Carrey

On Mon, Jan 24, 2011 at 8:55 AM, Joey <Joey@centurylink.com> wrote:

Hi Carrey,

Thank you for responding to my comment.  Sorry I wasn't able to assist on Saturday evening, but I am only in the office Monday-Friday.  Looking at your account, the rep that changed your service to standalone DSL should have advised you to contact Dish to cancel their service and also should have provided you with your new account number.  You also should not have lost DSL connectivity, so something must have gone wrong.  Since the DSL outage was a few months ago I don't think we can figure out why it went out now.  Regarding your Dish billing, since you've been billed $185.97 for that service and haven't used it I've issued a credit on your CenturyLink account for that amount.  I know you don't want a credit on your account, but for now it will apply toward the current balance which is $104.52 and once it posts later today I can see about mailing you a refund check if needed.  The refund check would take 7-14 business days to be received, but if you want this option let me know.  Since you've cancelled with Dish you should not have any additional Dish billing after this month and should receive a prorated credit back to the day of disconnection.  This credit most likely would be on a statement provided directly from Dish, but I'll monitor your next CenturyLink statement to see if it's on our end (I've seen it happen both ways).  As for the Dish charges to send the equipment back, that's their policy and unfortunately there's nothing I can do to help that.  So with that said, this is what I can do for you.  Hopefully this will save you the trouble from having to call in.  Let me know what you think and we can proceed.  Thanks.

Joey Harper
CenturyLink Customer Outreach
Email: Joey@CenturyLink.com 
- Follow me on Twitter:  @CenturyLinkJoey - 
- Become a fan of CenturyLink on Facebook - 
- Watch our How-to Videos on YouTube -

From: One Girl Ideas

Sent: Monday, January 24, 2011 10:05 AM
To: Joey
Subject: Re: [One Girl Ideas] New comment on Century Link Sucks!.

Joey,

Thank you for your help.  I do appreciate it and I thank you for not haven to waste my time again with all this crap.  

I will accept the credit on my account.  Dish did not mention any sort of refund. I will keep my eye open for it but I have never gotten a bill from them so I don't expect any sort of statement from them.

I do have one more question though.  Why has century link not been paying Directv?  I asked them the same question and they told me because I was bundled threw century link that the payment should be coming directly from century link.  Please advise. 

 Will I have to continue to pay them directly or will Century link be paying them from this point forward?

Thanks!

Carrey

On Mon, Jan 24, 2011 at 9:18 AM, Joey <Joey@centurylink.com> wrote:

Hi Carrey.  We are not yet offering a true "bundled" bill with Directv.  We had originally planned to do this late in 2010, but it's been delayed to October 2011 right now.  You'll get a $5 credit on your DTV bill, but until then they will remain seperate.  I'm pretty sure the call centers were originally advised that the combined billing would happen in late 2010, but now they are having to retrain agents to make sure they advised customers that bills won't be combined until later this year.  So for now you'll pay them and us seperately.  And thanks for giving me the chance to help.  I appreciate that =)

Joey Harper
CenturyLink Customer Outreach
Email: Joey@CenturyLink.com 
- Follow me on Twitter:  @CenturyLinkJoey - 
- Become a fan of CenturyLink on Facebook - 
- Watch our How-to Videos on YouTube -

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From: One Girl Ideas

Sent: Monday, January 24, 2011 10:32 AM
To: Joey
Subject: Re: [One Girl Ideas] New comment on Century Link Sucks!.

Joey,

Thank you for clearing this up.  I'm glad that somebody would tell me the truth about what happened.  I think customers that switched to this bundle should have been called or sent a letter to explain that the customer would be responsible to pay the bill and not to rely on Century Link. Would cut down on all the very upset customers.

What needs to happen now is for my bill to reflect that and me not be charged for both TV and DSL.  My current bill should be nowhere near the $104.52-that would be way to much for just internet! ;-)

Please let me know what my new bill will be each month for just the DSL.

I am happy that someone at Century link has a heart and care enough to take care of its customers.  Joey you are one in a million-I wish every customer Service rep was like you.

Carrey

On Mon, Jan 24, 2011 at 9:53 AM, Joey <Joey@centurylink.com> wrote:

Hey it's no problem at all.  Going forward the DSL only should be $34.95 plus taxes and with taxes probably no more than $40 give or take a dollar.  The next bill should be good to go, but it doesn't print until Feb 18th so we'll have to wait until then to see.  Thanks again for letting me help, if you know anyone else that needs assistance feel free to give them my contact info.  I also have it so you shouldn't be billed for the Dish return boxes now as well :)  Any other questions let me know.

Joey Harper
CenturyLink Customer Outreach
Email: Joey@CenturyLink.com 
- Follow me on Twitter:  @CenturyLinkJoey - 
- Become a fan of CenturyLink on Facebook - 
- Watch our How-to Videos on YouTube -

Thanks Joey,

I appreciate all your help.  I will write a blog post about everything you did to help and your exceptional Customer Service.  

Carrey