I’ve had a number of pretty crumby tech support experiences with Qwest. Whenever there’s an issue with my DSL service, I actually cringe when it turns out that I’m going to have to call tech support.

Today was a different experience … a significantly improved experience. A month or two ago I got a mailing from Qwest that encouraged me to call QwestASSIST if I had any issue with my service, wanted to change my service, or look at new services. This morning my DSL service stopped working. I had a red light on the Qwest DSL modem indicating that the Internet connection was not working. I rebooted the DSL modem to the same result. So, reluctantly, I called the QwestASSIST number.

I went right into the queue to wait for the next customer service representative. No confusing “press this button” or  “select that option” at all. A continuous barrage of advertisements followed, repeated often, while I waited in the queue. My total wait was about five minutes before a very calm customer service rep answered.

I told her what the problem was, gave her the information she needed to access my account. She said that I’d need to talk with broadband technical support and that she’d connect me. I went back on hold (with the same barrage of advertisements) for a minute or so. Then the miracle occurred!

She came back on the line and said that the queue for technical support was quite long. I had the option of waiting on the phone with her, or

she’d call me back as soon as technical support answered!

I took that second option. About twenty minutes later, my cell phone rang, it was the customer support lady, who hooked me up immediately with David from Technical Support. He told me about an issue that they were having, explained what I should do should the DSL modem not just start working when the broadband service was restored.

Not long afterward service was restored and the DSL modem picked up without a hitch. I was back in business.

Then, wonder of wonders, the customer service rep call back a couple of hours later to verify that all was well.

But that’s not all!

I mentioned the good experience on Twitter … and learned that Qwest has a Twitter account and is watching for mentions of Qwest on Twitter. Hurrah for them! This is indeed another improvement.

Thanks, Qwest!