Valley Solvents  

Business need

"The main problem we were having is we were sharing T1 lines. We were losing data packets from our main source down here up to our district, and we spent more time down or reports not printing; information just not getting where it needed to be to be able to service our customers and we just couldn't keep going like that, so we needed to upgrade badly. I feel that if you have a computer system down at your base and it's not able to help your districts do their job, that's poor internal customer service, so we were looking at just spending more time being down, trying to correct problems, trying to redo things than doing it once and keep going."

Why Qwest?

"We had known from past experience that Qwest delivered value and service for us. They're well known, obviously, in the industry for this type of product. We had looked at one other company and when they came out, I just wasn't impressed with how they were delivering it, and when we would ask them questions, 'You have this? What? Well, we can look at that later.' And I thought 'No, you can't look at that later. You've got to know what we've got now so we don't have any more hitches when we go for installation.'

The pricing was better from Qwest and, again, just having been involved with Qwest before, I felt more secure. I didn't want to make a change like this and then go to somebody brand new at the time; I would rather stay with somebody that was used to the way our setup was, etc. And it just put me in a more comfortable position."

Customer service

"Just one word: Excellent. I don't have anything bad to say. They have always been there when I've needed them. I get immediate response, and if the problem isn't solvable right then and there, they do everything, as far as I'm concerned, to the best of their ability to get our company back up and running as quickly as possible. I've gotten notifications in the middle of the night on my phone telling me that the problem's fixed and everything is fine.

If I have one thing to say about the customer service, it's if you're going to phone in, if you aren't a regular IT person and understand all the jargon, you can get lost through the prompts.

We escalated the reinstallation in our Fort Worth department and Qwest was fantastic for us. They worked with the telephone companies, they got the lines in there, they got another router to us ASAP. I couldn't have asked for anything better.

The Qwest technical competency, as far as I'm concerned, is as high as it can get. They have solved all of our problems and come up with solutions for us that I would never even be able to dream about."