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How I got satisfaction with CenturyLink's DSL service

By Dave Cohen
Posted Thursday, November 10, 2011

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Pittsboro, NC - This regards Tom Glendinning's October 25 note about Embarq - which is now CenturyLink. I had similar problem for several weeks recently, but it was mainly with DSL going out. The tech support folks that you call are human robots that read from a script - you will not get any resolution from them. The tech support management is clueless and apparently doesn't care.

How did I get satisfaction? I flagged down an engineer working at one of the corner boxes, and worked directly thru him (he gave me his cell number). He really cared, and was very savvy about the equipment.

My belief is that the hands-on engineers are pretty good, but the buffer between you and these folks is tough to break thru.

My suggestion? Find the corner box for the phone connections and lay in wait for an engineer, then approach him/her and discuss the issues. You may be surprised, as I was.

 
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