CenturyLink
Overall Satisfaction Rating
Based on 630 ratings submitted in the last year. Received one star.
Centurylink is considered to have extremely poor customer service.
3 replies (most recent on top)
Speaking as a customer service rep...We provide the best service we can with what we have to work with. When they don't give us the tools or the training it's hard to do our jobs. With the constant merging and customers being misrouted, and all the layoffs no one knows where to go or what to do anymore. We aren't being told anything. We try to help every customer that comes to us but sometimes that just isn't possible if we don't have access to specific systems. The number one reason customer service is rated at an all time low right now is because of the excessive due dates that are constantly missed or pushed out. We are the ones that have to talk to the customers and get cursed and screamed at because we can't meet the desired date. We try to explain the situation and put blame on no one but we are the catch all. The customer facing reps. So yes, we will always have a low satisfaction score. We take the heat for basically everyone. We try to smooth it over and work with the customer and turn it around the best we can but sometimes there is just nothing you can do. Just an FYI from the customer service perspective.
Century Link is a LEC, All LECs have terrible customer service. Always have and always will be terrible.
My perspective: CenturyTel bought up a lot of companies and never bothered to integrate. Now that it's been forced, calls get misrouted (NASC ends up with a LOT of those, probably sends some back as well).
As a former local customer, we had REALLY slow internet speeds. Like, paying for 10 meg, getting 700K on the time I called. Was told that "CenturyLink is upgrading the equipment in your area." No, not according to the techs. Rep was just handing out the scripted answer without paying attention to the fact that I had ID'ed as an employee.