[Resolved] Centurylink / Prism / horrible service
Centurylink/Prism is by far the worst service I have ever had. For months and months, I have had TV and internet problems. I've had to spend hours and hours on the phone while their Prism TV "technicians" try to find the problem from their office, usually in LA, when I'm in Floirda. After I get the "tier 1" technicians, its inevitable that they will pass me on to the "tier" 2 technicians, this, after being on hold for yet another interminable amount of time. The bulk of my monthly cell phone minutes goes to trying to solve the problems of the lousy Centurylink service I have. Also, the bill has now entered in to the equation, making for me, yet another problem to deal with. For the bill problems, I have to call Centurylink itself, and when doing so, I get a different story from each and every customer service rep that I am in contact with. I recently was sent to the "Retention" department, to help resolve my bill, and to keep me as a customer, I suppose. It is with this man, in LaCrosse, WS that my bill amount was determined, credits applied for all of the bad service and time down, etc. Well, lo and behold, the next month bill comes out, and BAM!! Its 30 dollars MORE than what the retention person and I settled on!!! Back to the phones!! I still have not received any satisfaction, and I now get the excuses of "well that service went up, the box rental went up, the internet went up", and on and on and on!! This is the most maddening service I've ever had in my lifetime! And not one person has been able to find out the problem of my serivce, it continues til this day, and I've had technicians out to my house time and time again, to no avail. The most recent visit of a technician was today, as my son's tv would not "boot", although it was properly hooked up, etc., and we had totally gone over the options of fixing it the night before and yet another 1 hour phone conversation to get our TV service working, as mine was down too. So, the tech comes to my house today, I don't even know he's in the house, as my son let him in, apparently he went to my son's room to look at his TV, and what do you think happened next?? This technician just barges in my room, no knock, no, "hello, are you decent", no NOTHING! I was at my computer working on something, in my nightgown, and I WAS MORTIFIED that this man had just blatantly entered my room!! He went straight for my modem and started a restart, which, also booted me from my computer, on which I was in the middle of something! Oh, and it was the same tech that always has come to my house, and has yet to find anything wrong with my system. All he has done is replace equipment in the hopes that that would "do it". I am disgusted at best, I owe a past due balance that I am refusing to pay until they fix the current bill, and I'm also not going to pay a dime until they fix this broken system!! I'm tired of the techs in LA that have done nothing, I'm tired of the techs in FL that have done nothing, and I'm tired of the customer service reps who are extremely rude and could care less if you're unhappy about your incorrect bill, and have no intention of resolving it, all they offer are excuses as to why I should pay it. ADIOS YOU TERRIBLE CENTURYLINK/PRISM SERVICE, YOU GET AN 'F'.
Customer care service did everything in their power to resolve this complaint. All attempts to contact the complainant have failed. Therefore, this complaint has been annulled and must not be considered where image of the company in question and it's services are concerned.
CenturyLink Customer Care's Response, Mar 22, 2012
Hello SherryLynn1976, this is B with the CenturyLink Help Team. I'm sorry to read about that experience you've had with our Prism service, and with your bill not being correct. I wanted to reach out and offer to help out with your services, as we would hate to lose your business. If you would like further assistance, e-mail me at [protected]@CenturyLink.com, and we'll be happy to help out.
CenturyLink Help Team
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