Jeff Renz
Product(s): High Speed Internet, Long-Distance
Industry: Non-Profit
Reason(s) for leaving Qwest
"About eight years ago, we were approached by a reseller of Qwest phone services. Our executive director at that
time directed us to save money by going to a reseller with the promise that they were going to provide us with
exemplary service, a dedicated customer representative who we would call and they would coordinate all of our
services, both with Qwest and outside vendors, which was promising for us as a non-profit to save about a fourth of
our costs."
Reason(s) for returning to Qwest
"Well, since Qwest is the provider and these are only resellers, it certainly made sense for us to go to the top of
the food chain and go to the people who actually have the equipment and offer the service. What we found with the
other two providers was that they didn't have a vested interest in really keeping us, they just wanted our bill
every month; and so when the expenses got to be too high and the customer service dropped away it was, for us, a
no-brainer: Go back to Qwest. We'd been with Qwest for many years beforehand and Qwest has a reputation of having
equipment online and good service, and since money was the only prerogative for us for having left and was no longer
viable, it seemed silly for us to be shopping around."
Customer Service
"Phenomenal. We've actually added a couple of lines since returning back to Qwest and they've gone in flawlessly;
they've gone in ahead of time. We haven't had to make multiple phone calls to coordinate things. We had one
instance of a phone line that was down at one of our sites and Qwest actually had it up before they had told us that
a service representative was going to be showing up. So that behind the scenes, they just made it work--so we didn't have to play the blame game of whose fault was it that this wasn't working, which is something that we were
experiencing with our previous provider."
