About 2 1/2 weeks ago, our DSL was interrupted for “technical difficulties”. We called and were told that it would be up and running in 24 hours. Well, 24 hours later, no DSL, so I call back. I’m told that the line will need to be reprovisioned and that we should be ok in 48-72 hours. 72 hours zips on by and sure enough, no DSL. I call back. I’m now told that the order for reprovisioning was bounced back to Earthlink due to “technical difficulties” and would need to be reordered. I ask when it bounced back and was told, “immediately”. Why did it not get immediately reordered? Why did it have to wait for me to get frustrated and call back? No answer. So I’m told 48-72 hours.
I’m getting frustrated at this point. I understand that we don’t live in a perfect world, and things sometimes bounce back. I know that everyone doesn’t always go the extra mile in customer service all the time. I know that.
But after another 72 hours, no DSL, I call back. Now I’m told that it will be installed May 2. I explain that I was told 48-72 hours. I also explain that May 2 is a week away. She apologizes for the misinformation. I ask why Earthlink lied to me. She tries to tell me that no one lied, there was just misinformation. I get a supervisor on the phone. Again with the “misinformation” bit. I ask her to define misinformation. She does. I ask her to define lie. She does. We discuss the similarities. She tells me that I haven’t been lied to, and that my service will definately be installed on May 2. I give up.
So here we are. May 2, 2005. At 11AM, no DSL, so I call to check the status. Mostly I don’t believe these people. I get a very nice woman named Jenny. I’m pretty sure that’s not her given name. I really hate how they try to have an “American” name. Be proud of your heritage. If we’re going to outsource, be proud you have a job. But that’s another rant altogether.
So, Jenny tells me that the order is in “progress”. I have no idea what that means, I just want to stop using dial-up. I ask her when I will have service. She tells me that I will have service by close of business May 3. I tell her that I was told I would have service by May 2. Why do I have to wait another day? I run through the whole list of calls and promises. She apologizes for the previous misinformation. (I hate that word) She tells me that I may have a weak signal tonight and that she is trying to set my expectations. I tell her that I’ve had expectations set for me for almost 3 weeks and Earthlink has succeeded at missing every last one of them. I ask her if we are on a recorded line. She says we are. I ask her to guarentee by close of business tomorrow. She does. But its an empty promise, and I know it. lf it wasn’t such a hassle, I’d get my internet somewhere else, but I don’t want to change emails again. So Fuck You Earthlink and your lousy customer service department.
We had almost exactly the same problem with Earthlink! We eventually tracked down the problem: as with all other problems with phone lines, the problem was with BellSouth. Our lines weren’t good for DSL service, but BellSouth had been lying to Earthlink about their eligibility, and then been lying to Earthlink about when they were going to recondition (or whatever) the lines to get them up to snuff. It took a really long time before we sorted the problem out.
Try calling the cancelations department. You’ll most likely get an American who will also most likely have a little more freedom (and quite possibly understanding) to get done what needs to be done.
Now, I’m not trying to say anythiing pajorative about non-Americans. All I’m saying is that usually when big companies outsource like that; the people on the other end of the phone have very little they can do. Basically they’re givien a guideline to go by and told not to alter from it for ANY reason. So when a person like you calls up with a unusual situation… Well, they’re at a loss. Which is why “Big Companies” will keep their cancelations department staffed with insource workers.
That’s what I thought. Isn’t Earthlink the company with the ads showing two employees asking for your vote over the other for vacation or a bonus or something?
EarthLink sucks fetid monkey crotch. When I first embarked on this grand thing called the 'net, I used EarthLink. They had a special deal wherein when you signed up for their service you received a free printer and free scanner. Pretty cool, I thought.
They delivered the stuff via UPS to my apartment. Someone else in the building signed for it. Came home later that evening to find an open box at my door. The scanner was pilfered. After a bunch of hoohah back and forth, UPS sent a check to EarthLink to cover the cost of the scanner. EarthLink was supposed to send me a new scanner. They didn’t. They claimed to have never received the check. The UPS station gave me all the info including check number, amount, date it was cashed… EarthLink still swore they never received such a payment from UPS.
I cancelled their “service” not long after. I understand it wasn’t their problem I had crappy thieving neighbors. However, UPS did what it was supposed to. EarthDink? Bah.