[MobileMsSeana]

ATTN: MODERATORS: PLEASE FEEL FREE TO STICKY, MOVE, CHANGE, HOWEVER YOU WISH, I WANT TO MAKE SURE THE INFORMATION IS OUT THERE.

Below follows a full account of the conversation I had with a Qwest rep this morning via online chat.
I'm an informed consumer, I like to think, and so I've basically been a nuisance for a few weeks. Here is all the information I got this morning. The names have been changed because it's the right thing to do. I have the original chat saved as well, with names and ID numbers, but I only want to make sure fellow customers get the info. So here it is, and I hope it helps.

CHAT BEGINS HERE, MAY 31 2008 IN ONLINE CALL TO QWEST CUSTOMER SERVICE:
Thank you for using Qwest.com. A Qwest Sales and Service Consultant will be with you in just a moment.
Thank you for contacting Qwest. My name is Them. How may I help you today?
Me: Good morning Them 
Them: Hey there, Me. What can I assist you with today?
Me: I need more information than your website provides. Will you please tell me everything you know about the way the Verizon contract will work for existing customers?
Me: Specifically, will we have to give up current wireless service?
Me: (that's question #1)
Them: I do apologize that we are still in the process of figuring out how this will with Verizon customers who what to add they cell phone service to their Qwest account.
Me: I'm not a Verizon customer, I'm a Qwest customer. And I have a wireless plan that we have maintained for six years, and we don't want to change it if we can avoid it.
Them: At this time we are still going to honor all contracts for cell phone service that we have but will be offering our customers the ability to change to Verizon in the near future.
Me: That's fine, but what if we don't want to?
Me: Will we have to, eventually?
Me: And will we have to go through all the credit check stuff and everything?
Me: Or will there be a "grandfather" clause?
Them: I do apologize that I do not know if the change over will be forced at some point in the future as I know that we are only now offering one year contract renewals for out customers.
Me: I know about that part. I think I don't have a renewal till 2009.
Them: Then you would be fine until them.

Me: What I really need to know is how the equipment will be handled. One rep has already told me that we will get Verizon phones.
Me: If that's the case, I need to know how that will work, and if it will cost us money out of pocket.
Them: Yes, once the change over has taken place we will not be offer Qwest cell phones, only the Verizon phones so I would think that if you needed to replace a cell phone it may require you to change to the Verizon service.
Me: For existing customers will we receive equivalent phones that work on Verizon?
Them: Yes, that is the case if you are switching over.
Me: And what is the changeover date? Customers have received no information, and I know this is supposed to happen very soon.
Them: We just do not know the fine details as to when and how this will work.
Me: That isn't very reassuring.
Me: If we are going to have to change services anyway, I'd rather get it over with.
Me: Who can answer these questions?
Them: I do apologize that we just do not know all the information as to what is happening as it has not been finalized by Qwest and Verizon. Once that happens we will be able to provide that information to you.


Them: Is there anything else that I can help you with today?
Me: Just advise your higher ups that your informed consumers are not happy with being "kept in the dark".
Me: And also be aware I'll be posting this information because I've spoken to a lot of Qwest customers that want to know.
Me: I won't be posting names, don't worry. But this is not the Spirit of Service that Qwest values so highly.
Them: I can certainly pass this comment up the chain as I do know that it cna get frustrating as we do not know how to answer customers questions as the information has not been provided to use.
Them: Is there anything else that I can help you with today?
Me: Yes. If you don't have the infformation then who does?
Me: We need to know who to talk to.
Me: No one at Verizon knows, no one at Qwest knows. Someone has to know what's going on.
Them: It has just not been confirmed between Qwest and Verizon as to how this will all happen and because of that we do not have the information as it is still being discussed.
Me: According to your website's press release, the contract has already been signed, which means someone or several someones do know something. To me as a consumer, good customer service means we get updates, not just told that the information is still being discussed.
Me: The information I am asking about is information the consumer needs to know, because we have to plan our spending and our budgets, and additional "surprise" expenses will definitely not be welcome.
Them: Yes, the contract has been signed but at this time the fine details as to how and when this will take place has not been confirmed by either company.
Them: I can certainly understand your reason for wanting this information.
Them: But I do apologize that at this time we do not know the information you are requesting as it has not been finalized between the two companies

Me: Please be so kind as to provide me with the contact information for Qwest's corporate offices.
Me: If you have Verizon's corporate office information that would be welcome as well.
Them: You can call 1-303-992-1400 to get our general inquires line but they will not have any more information then what I have available to tell you.
Me: Is there someplace I can write to?
Me: Or email?
Them: Qwest offices 1801 California suite 5200 Denver co 80202
Them: You can write to the above address but they will only have the same information that I have provided to you as well.
Them: Once the decisions have been made by Qwest and Verizon this information will be sent out the following day to all Qwest agents to inform our customers about the information.
Me: One more question: If we elect to change to Verizon service, considering the lack of information we're receiving, do we have to buy our own phones again?
Me: And do we have to pay the early termination fee if we do?
Them: I do apologize as I have stated about the fine details as to how this will work have not been finalized and without that information I can only give you my opinion of what I think could happen but I can be wrong about my opinion.
Me: Your opinion would be welcomed. What do you think?
Them: I think that it should be that if you do change to Verizon and get a contract with them the termination fee for the Qwest Cell phone that you currently have would be waived and that you probably get a discount or free phone for changing the service.
Me: That would be nice. Do you also think the phones received should be equivalent to current equipment?
Them: They should be but we do not know what phones we will be able to offer with the Verizon service.
Me: The press release does specify the full line of Verizon phones, so that's promising.
Them: Is there anything else that I can help you with today?
Me: No, you've been honest, and I'm at least grateful for that.
Me: Thanks for your information.
Them: Thank you for using Qwest.com today. Our goal is to provide you with excellent service. If you need further assistance, please Error! Hyperlink reference not valid. for additional customer service options on Qwest.com. We invite you to learn how to surf safer and smarter online. Error! Hyperlink reference not valid. to visit the Incredible Internet site and get online safety certified.
Them: Have a good day, Me.
Me: You too, thanks again.
Them: Bye.
Thank you for using Qwest.com. Your chat session has ended.