I moved on Sunday to a rad and slightly confusing duplex. The place apparently used to be one big house, then a set of apartments/boarding house type place, then a duplex. I got in touch with Century Link twice this week to get everything setup at the dupe and they had the world's hardest time figuring out if this was a house or an apartment or what. I had a good time talking to all of them over IM but Louis beats them all. This guy did NOT give up when trying to upsell me stuff. The other two didn't even mention anything like that, they just said they could fix it once the address was verified.
Here's the conversation I had with Louis today, he deserves a raise for his effort.
*Please note I deleted any possibly sensitive info with ...*
Thank you for contacting CenturyLink. My name is Louis C.
(...). How may I help you today?
Kelsey Edwards : Hiya! I
would like to get my internet setup at my new house. I moved from ... Boise, ID 83706
Kelsey Edwards : I don't
have my telephone number for the interwebz though :(
Kelsey Edwards : Last
person I talked to said that they need to verify the new address or something,
just hoping we can hop on that today
Louis C. (...): Were
you a customer of CenturyLink at your old address?
Kelsey Edwards : yup
Louis C. (...): Usually
this is done by setting up a scheduled transfer before you move, but that won't
be a problem, however it will take up to 3 days before your service will be
moved to your new address.
Kelsey Edwards : that's
fine, i knew it would be a while
Louis C. (...): Can you
please verify the last four of your social security number, or your three digit
account code?
Kelsey Edwards : ...
Kelsey Edwards : is my SSN
Louis C. (...): Okay
thank you, and what is the address that you've moved to Kelsey?
Kelsey Edwards : it is ...
Kelsey Edwards : it's kind
of weird, it's a duplex. the main house is 308, mine is 308 B. If you need to
you can use the main 308 to set it up in my name, my friends live next door
Louis C. (...): Okay.
Just a moment please Kelsey.
Louis C. (...): What is
it that you are currently doing for home phone service?
Kelsey Edwards : i don't
have a home phone, i don't need one
Louis C. (...): And this
is a duplex you say?
Kelsey Edwards : yup
Kelsey Edwards : the last
person i talked to said that he couldn't find the house, that it needs to be
verified or something. i don't even know if im making sense
Louis C. (...): I'm
showing apartment 1, 2, and 3 and building rear as available address.
Kelsey Edwards : well
that's weird
Kelsey Edwards : i know the
place used to be like a boarding house type situation
Louis C. (...): No it
makes sense. Give me just a moment and I'll check with our address management
department.
Kelsey Edwards : and it was
switched to a duplex several years ago
Kelsey Edwards : ok cool!
Kelsey Edwards : i also
know that "building rear" is probably the house behind ours, it's 308
and 1/2
Louis C. (...): That
would make sense.
Louis C. (...): I would
like to let you know Kelsey that you can get your current internet service for
$19.95 a month for 5 years with no contract if you bundle with a CenturyLink
home phone unlimited package.
Kelsey Edwards : well
that's exciting. I like that idea, but what else would i have to get in order
to get cheap internet? What would that total be? I'm all for saving money, but
I don't need like a home phone or tv or anything
Louis C. (...): Total
it would be $64.95 a month before tax for 5 years. You would also get that
$19.95 per month price for a 12 month contract when you bundle with DirecTV and
after 12 months you get $10 off of your regular internet price. And you can get
service with DirecTV for as low as $33.99 a month for 150+ channels.
Kelsey Edwards : well I
like the sounds of that, but I really just want the internet. I think I'll
pass. But i appreciate your concern in this matter and I wish I could help you
out a little more and say yes. Sorry dude!
Louis C. (...): I'm
sorry for the delay. I'll be right with you.
Kelsey Edwards : no worries
man, im not in any hurry
Kelsey Edwards : and by
that i mean you better get this shit taken care of RIGHT NOW or else imma
scream over IM!
Kelsey Edwards : *sarcasm
font*
Louis C. (...): It's
okay I understand. However you can also get roadside assistance and identity
theft protection with your internet service along with an extended warranty for
your DSL equipment and Databacker line coverage in case there's ever a need to
have a technician check your inside wiring ($99 value) and unlimited
online storage to back up your important files and documents and more for just
$14.99 a month for the first two months.
Kelsey Edwards : That's
also rad. I think I'll be ok without it though.
Kelsey Edwards : You're
really working this upsell right now, if I wasn't a cheap SOB I'd totally be on
your side!
Louis C. (...): Well
without the roadside assistance and identity theft protection we can still get
you the rest with 50 GB of back up storage, PC optimization to be used twice a
year and a free copy of Norton 360 computer security ($200 value), not to
mention priority position in queue for customer support if you need us for just
$9.99 for the first two months.
Kelsey Edwards : That
sounds like a fair deal; not great, but fair. However, I hope that I don't need
your assistance to the point that I get a priority position for the first 2
months. I work in IT and if I can't figure out how to get my own router working
then I really should reassess my life choices you know? So again, I admire your
upselling techniques, but I will decline.
Louis C. (...: Thank
you for waiting. I'll be with you in just a moment.
Louis C. (...): Well
the priority position last for as long as you have this service with your
internet, now what if I made that just $4.99. You'd get Internet Security
instead of Norton 360 ($99 value), one PC tune up and optimization and 5 GB of
online storage space, but you'd still have the databacker insurance to cover any
extensive technician charges if there's something wrong with the home wiring
that's causing you not to receive the proper speeds and you get a PC protection
plan for up to 2 PCs.
Kelsey Edwards : I think
I'll be ok, I just want to setup my interwebz at the new house please.
Louis C. (...): I
understand, probably don't have a use for most of that anyone since you have IT
training. It used to be much easier to upsell that when it was free.
Kelsey Edwards : Hahah I
believe you
Louis C. (...): Anyway*,
sorry.
Kelsey Edwards : haha no
worries
Louis C. (...): Can I
get a contact number for your account and an email address where you would like
the order confirmation?
Kelsey Edwards : ...
and...
Louis C. (...): We can
have your internet service connected on the 29th, but we should be able to
disconnect the service at your current address as soon as the Monday the 26th
if you'd prefer.
Kelsey Edwards : That would
be rad. Sounds like a plan to me!
Louis C. (...): Please
keep in mind that all prices I quote you during the course of this conversation
do not include applicable taxes, fees and regulatory assessments.
Louis C. (...): Following
is a recap of today’s order:
Louis C. (...): Service
Address:
Louis C. (...): ... ID
Louis C. (...): Service(s)
ordered:
Louis C. (...): INTERNET
7M
Louis C. (...): Order
Due Date:
Louis C. (...): 11/29/2012
Louis C. (...): Billing
Account Number:
Louis C. (...): ...
Louis C. (...): E-Mail
Address:
Louis C. (...): ...
Louis C. (...): Contact
Telephone Number:
Louis C. (...): ...
Louis C. (...): Monthly
charges:
Louis C. (...): $45/mo
Louis C. (...): Estimated
First Bill:
Louis C. (...): $49.27
Louis C. (...): Order
Number:
Louis C. (...): ...
Kelsey Edwards : Awesome.
Hopefully those numbers stay the same. Thanks for your help!
Louis C. (...): You're
welcome. May I help you with anything else today?
Kelsey Edwards : nope im
all set
Kelsey Edwards : good luck
on those upsells!
Louis C. (...): Well I
hope you have a great day Kelsey, and thanks very much! It's been a pleasure
chatting with you (really, I don't say that often.)
Kelsey Edwards : HAHAHA I
will take it!
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