CenturyLink Customer Service is Hilariously Bad
CenturyLink ran a fiber line to our home yesterday and installed/activated gigabit Internet and Prism TV. The installer, a guy named Chris, was great: friendly, professional, on-time, and got everything up and working in a few hours. And the performance of the service is, so far, exactly what I’m paying for.
I wanted an RF remote control for the TV (the STB doesn’t support an IR blaster), and the installer suggested I chat or call customer service to order one. So I popped open a chat, and ended up spending more than half an hour being transferred to 8 different people (and typing personally identifiable information to each of them; and my laptop battery died as I was being transferred to the 8th) before I gave up. I then spent over an hour on the phone, being transferred to 3 or 4 people before someone could order the remote. I’m not optimistic it will actually arrive.
I really, really, really hope I don’t ever have any real problems that require troubleshooting. If this experience order a remote is any indication, it won’t be resolved easily.
Here’s the chat transcript:
info: at 14:47:41
Please wait for a customer service representative to respond.
info: at 14:47:43
You are now chatting with 'Amanda T.'
info: at 14:47:43
info: at 14:47:43
Evan Brown: at 14:47:54
Hi Amanda. I had internet and Prism TV installed today.
Amanda T.: at 14:47:58
Hello, Evan! Thank you for chatting with CenturyLink MyAccount team. How may I assist you?
Evan Brown: at 14:48:15
I'd like to order a RF remote for the Prism TV box, and the install tech suggested I contact
y'all on chat or phone.
Evan Brown: at 14:48:18
So, here I am :)
Evan Brown: at 14:48:39
My account email is ****
Evan Brown: at 14:48:46
The phone # I registered with is ****
Amanda T.: at 14:48:46
Thank you for being our valued customer.
Amanda T.: at 14:48:55
Being from MyAcount team, I have limited area of access and expertise; however, I can certainly get
you connected to the Sales team to get better assistance.
Amanda T.: at 14:49:01
In order to connect you to the correct team, could you please share the name of your city and state
where the services are located and type of account (residential or business)?
Evan Brown: at 14:49:07
Seattle, WA
Amanda T.: at 14:49:40
Is this a Business or Residential account, please?
Evan Brown: at 14:49:46
Residential.
Amanda T.: at 14:50:00
Thank you for the details. Allow me a moment while I get you connected to the team for further
assistance.
Evan Brown: at 14:50:07
Thanks!
info: at 14:50:53
Please wait while I transfer the chat to the best suited representative.
info: at 14:51:17
Thank you for contacting CenturyLink for your internet and television needs.
To ensure compliance with Payment Card Industry guidelines, please do not share your credit card
information, security code, or CVV/CVC in the body of this chat. If required, your credit card
information will be requested through a separate, secure window.
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You are chatting with Kylee B..
info: at 14:51:17
How may I help you today?
info: at 14:51:17
Please do not request a website visitor’s credit card information, security code, or CVV/CVC in the
body of this chat. If required, credit card information should be requested through a separate, secure
PCI window.
Evan Brown: at 14:51:27
Hi, I had Prism TV installed today
Kylee B.: at 14:51:27
Hello Evan Brown, thanks for contacting Centurylink! My name is Kylee, from Boise. How are you
today?
Evan Brown: at 14:51:35
Great, thanks Kylee.
Evan Brown: at 14:51:48
the install tech said I could contact sales to get an RF remote for the Prism TV box
Kylee B.: at 14:52:04
Glad to hear it! I would be happy to assist you with the RF remote. To verify your account, may I
please get your account number (or landline number if applicable), and the last four of the SSN on the
account?
Evan Brown: at 14:52:19
Oh geeze I don't know what the account # is
Evan Brown: at 14:52:25
Last 4 is ***
Evan Brown: at 14:52:56
My order number was ***
Kylee B.: at 14:53:01
Thank you and the complete address please?
Evan Brown: at 14:53:08
****, Seattle, WA 98***
Kylee B.: at 14:53:17
Thank you! I want to take a moment and thank you for being a valued customer and choosing
Century Link services! In case we get disconnected, what is the best contact number and email for
you?
Evan Brown: at 14:53:29
206******
Evan Brown: at 14:53:31
e******wn@gmail.com
Kylee B.: at 14:53:49
Thank you, one moment please
Kylee B.: at 14:54:29
Okay, I do see the account here,
Kylee B.: at 14:54:39
and I do need to connect yo via chat to our prism group,
Evan Brown: at 14:54:46
ok cool
Kylee B.: at 14:54:48
one moment and I will get you right over. Okay?
Kylee B.: at 14:54:54
Thank you for choosing CenturyLink chat. Have a great day! :)
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Evan Brown: at 14:54:58
likewise
info: at 14:55:07
Please wait while I transfer the chat to the best suited representative.
info: at 14:55:16
You are now chatting with 'Paul' at Prism Repair
Paul: at 14:55:24
Thank you for contacting CenturyLink Prism support. My name is Paul, please give me a moment to
read over your chat with the last technician.
Evan Brown: at 14:55:34
Hi Paul. I'm looking to order an RF remote for my new Prism service.
Paul: at 14:55:54
I can help you with that. Let me pull up the account first.
Paul: at 14:56:38
I'm sorry there is no record of this telephone number *********. Can I please have your full name
and Prism telephone number or account number for verification?
Evan Brown: at 14:56:49
full name is Evan Brown
Evan Brown: at 14:56:55
i don't have my account number handy
Evan Brown: at 14:57:00
my order conf # was ******
Evan Brown: at 14:57:11
oh wait, i found it at the bottom of an email
Paul: at 14:57:12
One moment.
Evan Brown: at 14:57:15
CenturyLink Account Number:*******
Paul: at 14:59:33
I'm sorry but your area is serviced by a different chat support group. Let me transfer you to the
correct department so they can assist you with your concern. One moment please while I transfer this
chat session.
Evan Brown: at 14:59:55
OK
info: at 14:59:57
Please wait while I transfer the chat to the best suited site operator.
info: at 14:59:59
Welcome to CenturyLink! My name is 'Terrence B.', and I will be assisting you today. Please give me
a moment while I pull up your account information.
Terrence B.: at 15:00:13
Thank you for contacting CenturyLink Residential Internet support. My name is Terrence. How may
I assist you today?
Evan Brown: at 15:00:21
Want to order an RF remote
Evan Brown: at 15:00:22
CenturyLink Account Number:******
Terrence B.: at 15:01:30
I am sorry to hear you are having an issue with your remote. I want you to know that I am committed
to helping you in any way that I can to resolve this, but first I will need some information, ok?
Evan Brown: at 15:01:41
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sure
Terrence B.: at 15:01:56
May I have the *First Name, *Last Name, and *Home Phone Number (can not be a cellphone
number), *Last 4 Digits of Social Security Number, *CenturyLink Email address please?
Evan Brown: at 15:02:05
Evan Brown
Evan Brown: at 15:02:12
206*******
Evan Brown: at 15:02:14
****
Evan Brown: at 15:02:18
************
Evan Brown: at 15:02:30
I just had the install done a few hours ago so not sure if the email is active yet.
Terrence B.: at 15:02:41
Thank you, just a few moments while I look that up for you.
Terrence B.: at 15:02:50
Thank you for holding. I appreciate your patience.
Terrence B.: at 15:03:06
I appreciate your patience. Cris Care would need to handle all issues associated with our Cris Care
support. If you give me a moment, I can bring a Cris Care Representative into this chat. Would that
be ok?
Evan Brown: at 15:03:15
uhh
Evan Brown: at 15:03:25
you're the 5th person i've been transferred to
Evan Brown: at 15:03:42
what is Cris Care?
Terrence B.: at 15:04:42
I do apologize but please hold for your last transfer, I will make you get connected to the correct
department. Cris is the other side of Centurylink that handles the accounts in your area.
Evan Brown: at 15:04:52
thanks
Terrence B.: at 15:05:02
Please hold.
info: at 15:05:42
Please wait while I transfer the chat to the best suited site operator.
info: at 15:05:51
Welcome to CenturyLink! My name is 'Robert', and I will be assisting you today. Please give me a
moment while I pull up your account information.
Robert: at 15:05:58
Thank you for contacting CenturyLink Prism support. My name is Robert, please give me a moment
to read over your chat with the last technician.
Evan Brown: at 15:06:04
thanks robert
Robert: at 15:06:10
You're welcome.
Evan Brown: at 15:08:33
just want to get an rf remote for prism
Robert: at 15:08:45
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Hi. I will need to connect you to the right chat support. It is being handled by a different chat support.
Evan Brown: at 15:09:01
sure you're the 6th person i've talked to already
Robert: at 15:09:12
It is not a replacement. You want to order a new one, right?
Evan Brown: at 15:09:52
correct
Robert: at 15:10:08
Ok. I will transfer you now.
info: at 15:10:24
Please wait while I transfer you to an operator that can better serve you.
info: at 15:10:28
You are now chatting with 'Gabriel B.' in customer service.
info: at 15:10:28
How may I help you today?
Evan Brown: at 15:11:02
i want to order an rf remote for my prism tv
Gabriel B.: at 15:11:09
Thank you for chatting our CenturyLink Residential Sales Department. My name is Gabriel and I will
be your professional Sales Agent! How may I assist you?
Evan Brown: at 15:11:39
i want to order an rf remote for my prism tv
Gabriel B.: at 15:11:57
I will be more than happy to point you in the right direction!
Gabriel B.: at 15:12:00
May I have your 9 digit billing account number?
Evan Brown: at 15:12:27
206******
Gabriel B.: at 15:12:46
Thank you
Gabriel B.: at 15:13:20
May I have your full service address please?
Evan Brown: at 15:13:31
******, Seattle, WA, 98***
Gabriel B.: at 15:13:35
Thank you
Gabriel B.: at 15:13:55
I apologize for the inconvenience, but it appears that your area is serviced by a different customer
service & support center. My location is not currently able to access the systems needed to assist
you. If you prefer, I would be happy to transfer your chat to a specialist. May I have your permission
to do so?
Evan Brown: at 15:14:08
dude
Evan Brown: at 15:14:12
you're the 7th person i've talked to
Evan Brown: at 15:14:13
literally
Evan Brown: at 15:14:24
like, 7 people
Evan Brown: at 15:14:35
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i want to order an rf remote
Evan Brown: at 15:14:39
please have someone call me
Evan Brown: at 15:14:43
**********
Gabriel B.: at 15:15:38
I do apologize for the inconvenience. However, I am unable to have someone call you. The correct
department to speak to would be the department I am needing to transfer you to. I have no access to
any of your account information being that this department does not service your area.
Evan Brown: at 15:15:53
sure
Evan Brown: at 15:15:56
let's go for the 8th person
Gabriel B.: at 15:16:29
I really hope they will assist you with what you need. Have a great night!
info: at 15:16:36
Please wait while I transfer the chat to the best suited representative.
info: at 15:16:39
Thank you for contacting CenturyLink for your internet and television needs.
To ensure compliance with Payment Card Industry guidelines, please do not share your credit card
information, security code, or CVV/CVC in the body of this chat. If required, your credit card
information will be requested through a separate, secure window.
You are chatting with Nina S..
info: at 15:16:39
How may I help you today?
Nina S.: at 15:16:43
Hi Evan Brown, thanks for contacting CenturyLink! My name is Nina, from Boise. How can I help
you today?
Evan Brown: at 15:16:51
wanna buy an rf remote for prism tv
Evan Brown: at 15:16:53
**********
Evan Brown: at 15:17:02
computer battery is running low
Evan Brown: at 15:17:08
can you call 206.****** if we get disconnected?
Nina S.: at 15:17:10
Let me get you to the prism ret
Nina S.: at 15:17:16
Okay>