I don't think so. My wife wrote this while on hold with earthlink customer no-service.
<< Thank you for contacting EarthLink Customer Support. Our records
> show that you recently spoke to Andrea S and were assigned case number
29657563.00000.
>
> We always want your EarthLink experience to be pleasant and
> efficient. If you have a few moments to spare, we'd love to get
> your feedback on our Customer Support process.
To Whom it May Concern:
I clicked on the link to fill out the survey, however it said that it had already been completed. I am not sure if my husband completed it or not, but I thought I would put my 2 cents in anyway. If I had to give you a response in one sentence it would be "Your service sucks." While that may seem a bit harsh, read on and I am sure you will come to see my point of view.
We have been with Earthlink for many many years for dial-up and for the past year and a half, we have had your DSL service. We have referred many many people to you for their internet needs, both Dial-up and Broadband. I wish we had reason to call your Customer Service or Technical Support, before referring so many people, as we would not want any one we have referred to you, to have to go through what we have had to go through with your phone centers.
Our DSL service was running smoothly for a year and a half, until the morning of August 9, 2001. The evening of August 9th, I believe, is when we were able to determine that it was not a problem on our end, so we phoned your Technical Support. After waiting on hold for a very long time, someone opened up a trouble ticket and said it would be at least 3 days before they would have any information.
A few days later, I called, waited on hold for another very long period of time, to check the status of our "trouble ticket". I was told that PacBell was given the information the day before and it would be 5-7 days before they would respond to Earthlink. Whomever I spoke with was kind enough to give me a $20 credit after I complained and then transferred me to someone else. I asked the next person I was transferred to, if I could at least have unlimited dial-up service until my DSL was in working order. The woman told me "NO", that is not what your contract states. She explained to me over and over that I am only allowed 20 dial-up hours with DSL and that is to use if your DSL is not working. She then went on to say that if I wanted unlimited dial-up, I would need to sign up for that. The fact that I am paying more than the cost of dial-up, even with the $20 credit I was given, did not seem to sink into her head. I asked to speak with her supervisor, and she disconnected me.
I immediately called back, to first complain about this woman and also to get someone with the customer service skills necessary to allow me unlimited dial-up while my DSL was not working. After waiting on hold again, for a VERY long time, and ruining the better part of my weekend, I was able to get someone to "suggest I call back when the DSL is resumed and ask for a credit of any dial-up charges."
Several calls were made between that day and August 17th, when someone was finally able to tell us that Pac Bell disconnected the DSL line, they could not however, tell us why, nor could they fix it. The person's best suggestion was to call the Sales Department and sign up for DSL service, again. On August 20th, I spent the better part of my day, literally from noon until 4:00 pm and then from 6:00 pm until 9:00 pm, waiting on hold, being transferred and getting no help. I could not sign up for DSL service again, as the sales department showed that we were already DSL subscribers. Finally, Brad McComb in the Phoenix Sales department was able to help me. He could get through to somone and was able to tell me that I needed to call Pac Bell and have them release the line and in 24-48 hours, my DSL should be back up.
It is now August 28th and I have no DSL and Brad has not returned any of my voice mails. I spent my whole evening on hold and was able to speak to Bobbie Wood, in the Pasadena office, who was kind enough to laugh at my misfortune and explained that even with her working for you, it took her 3 months to correct the problem when it happened to her. She explained that she was lucky, because she worked at noon, so she had all morning to work on the problem every day. I unlike Bobbie, don't really have all morning. It is my problem, that I can only devote my entire evening to rectifying this problem. Bobbie explained that my situation was unfortunate, because with the long hold times, by the time I get through, everyone who knows anything has already gone home for the day. Today, my husband spent his afternoon on hold with you, only to be transferred 3 times to someone else and then finally back to the main que, when he had to hang up. When I arrived home from work, around 6:00, I spent from that point, until 9:30 on hold and being transferred.
It is now Augst 29th. A "Sandy" was suppossed to call me, and has not done so. I called Pac Bell, they agreed to call Earthlink and let them know that there is no problems on their end, however the Pac Bell rep. had to hang up, because she could not wait on hold for as long as was needed to get through to the proper department. After being transferred twice, she said she was sorry, but she could not wait on hold with me any longer. I remained on the line, and eventually I got through to someone who told me I needed to call Pac Bell. I explained that Pac Bell was on the line with me, but did not have all day to wait on hold. I suggested that perhaps he could call Pac Bell and verify for himself. He explained that he could not make outgoing phone calls. I asked to be transferred to someone who could. He put me on hold and after awhile, came back and said that for contractual reasons, Earthlink could not call PacBell with a customer on the line. I explained that I would gladly wait on hold while this was accomplished. Because he inturrupted so many times, I am not sure he understood that I had no desire to be on a conference call, I just wanted the call to be made. I then asked to speak with his supervisor. Again, he argued with me, inturrupted me and explained that his supervisor would tell me the same thing. He finally agreed to transfer me and I was greeted by Robert, who had an attitude in his voice when he first started speaking to me, so I asked to be transferred to his supervisor. He explained that he did not have a supervisor. That struck me the wrong way, since I knew he was not he CEO. After a few minutes, he tone changed and he sounded like he might actually help me, of course I have been told this before, and will believe it when my DSL is working again. As it stands now, I am suppossed to call him back on Tuesday to get an update.
During the many phone calls that we made, numerous Earthlink employees transferred me (even back to the main phone que), explained to me that they would "love to help me", but they were off of work in 10 , 20 or 30 minutes and the next two days were their days off. During this time without DSL, I realize how useless Dial-up really is, and I use my computer about 90% less. I am finding other things to do with my time and am realizing that I can do a lot more with my time; I have read several books, while waiting on hold and am beginning to think that maybe I don't even want DSL anymore; afterall, when something goes wrong, I have to stop life as I know it, to get it working again and I don't think I have any more energy for that, at least not with Earthlink.
I agree that perhaps some of the problem is out of Earthlink's control, however how Earthlink has handled the situation and the portion that is within their control, leaves much to be desired, to say the least. At this point, changing ISP's will only compound the problem, I am sure, so my hands are tied for now. However, I know my account will not see any referral credits rolling in this month, or ever, unless this issue is rectified to my complete satisfaction, and that is not just getting my DSL up again.
Should you wish to respond, please reply to [Stark's wife's email]
Sincerely,
Mrs. Stark >>
My wife kicks butt.
<< Thank you for contacting EarthLink Customer Support. Our records
> show that you recently spoke to Andrea S and were assigned case number
29657563.00000.
>
> We always want your EarthLink experience to be pleasant and
> efficient. If you have a few moments to spare, we'd love to get
> your feedback on our Customer Support process.
To Whom it May Concern:
I clicked on the link to fill out the survey, however it said that it had already been completed. I am not sure if my husband completed it or not, but I thought I would put my 2 cents in anyway. If I had to give you a response in one sentence it would be "Your service sucks." While that may seem a bit harsh, read on and I am sure you will come to see my point of view.
We have been with Earthlink for many many years for dial-up and for the past year and a half, we have had your DSL service. We have referred many many people to you for their internet needs, both Dial-up and Broadband. I wish we had reason to call your Customer Service or Technical Support, before referring so many people, as we would not want any one we have referred to you, to have to go through what we have had to go through with your phone centers.
Our DSL service was running smoothly for a year and a half, until the morning of August 9, 2001. The evening of August 9th, I believe, is when we were able to determine that it was not a problem on our end, so we phoned your Technical Support. After waiting on hold for a very long time, someone opened up a trouble ticket and said it would be at least 3 days before they would have any information.
A few days later, I called, waited on hold for another very long period of time, to check the status of our "trouble ticket". I was told that PacBell was given the information the day before and it would be 5-7 days before they would respond to Earthlink. Whomever I spoke with was kind enough to give me a $20 credit after I complained and then transferred me to someone else. I asked the next person I was transferred to, if I could at least have unlimited dial-up service until my DSL was in working order. The woman told me "NO", that is not what your contract states. She explained to me over and over that I am only allowed 20 dial-up hours with DSL and that is to use if your DSL is not working. She then went on to say that if I wanted unlimited dial-up, I would need to sign up for that. The fact that I am paying more than the cost of dial-up, even with the $20 credit I was given, did not seem to sink into her head. I asked to speak with her supervisor, and she disconnected me.
I immediately called back, to first complain about this woman and also to get someone with the customer service skills necessary to allow me unlimited dial-up while my DSL was not working. After waiting on hold again, for a VERY long time, and ruining the better part of my weekend, I was able to get someone to "suggest I call back when the DSL is resumed and ask for a credit of any dial-up charges."
Several calls were made between that day and August 17th, when someone was finally able to tell us that Pac Bell disconnected the DSL line, they could not however, tell us why, nor could they fix it. The person's best suggestion was to call the Sales Department and sign up for DSL service, again. On August 20th, I spent the better part of my day, literally from noon until 4:00 pm and then from 6:00 pm until 9:00 pm, waiting on hold, being transferred and getting no help. I could not sign up for DSL service again, as the sales department showed that we were already DSL subscribers. Finally, Brad McComb in the Phoenix Sales department was able to help me. He could get through to somone and was able to tell me that I needed to call Pac Bell and have them release the line and in 24-48 hours, my DSL should be back up.
It is now August 28th and I have no DSL and Brad has not returned any of my voice mails. I spent my whole evening on hold and was able to speak to Bobbie Wood, in the Pasadena office, who was kind enough to laugh at my misfortune and explained that even with her working for you, it took her 3 months to correct the problem when it happened to her. She explained that she was lucky, because she worked at noon, so she had all morning to work on the problem every day. I unlike Bobbie, don't really have all morning. It is my problem, that I can only devote my entire evening to rectifying this problem. Bobbie explained that my situation was unfortunate, because with the long hold times, by the time I get through, everyone who knows anything has already gone home for the day. Today, my husband spent his afternoon on hold with you, only to be transferred 3 times to someone else and then finally back to the main que, when he had to hang up. When I arrived home from work, around 6:00, I spent from that point, until 9:30 on hold and being transferred.
It is now Augst 29th. A "Sandy" was suppossed to call me, and has not done so. I called Pac Bell, they agreed to call Earthlink and let them know that there is no problems on their end, however the Pac Bell rep. had to hang up, because she could not wait on hold for as long as was needed to get through to the proper department. After being transferred twice, she said she was sorry, but she could not wait on hold with me any longer. I remained on the line, and eventually I got through to someone who told me I needed to call Pac Bell. I explained that Pac Bell was on the line with me, but did not have all day to wait on hold. I suggested that perhaps he could call Pac Bell and verify for himself. He explained that he could not make outgoing phone calls. I asked to be transferred to someone who could. He put me on hold and after awhile, came back and said that for contractual reasons, Earthlink could not call PacBell with a customer on the line. I explained that I would gladly wait on hold while this was accomplished. Because he inturrupted so many times, I am not sure he understood that I had no desire to be on a conference call, I just wanted the call to be made. I then asked to speak with his supervisor. Again, he argued with me, inturrupted me and explained that his supervisor would tell me the same thing. He finally agreed to transfer me and I was greeted by Robert, who had an attitude in his voice when he first started speaking to me, so I asked to be transferred to his supervisor. He explained that he did not have a supervisor. That struck me the wrong way, since I knew he was not he CEO. After a few minutes, he tone changed and he sounded like he might actually help me, of course I have been told this before, and will believe it when my DSL is working again. As it stands now, I am suppossed to call him back on Tuesday to get an update.
During the many phone calls that we made, numerous Earthlink employees transferred me (even back to the main phone que), explained to me that they would "love to help me", but they were off of work in 10 , 20 or 30 minutes and the next two days were their days off. During this time without DSL, I realize how useless Dial-up really is, and I use my computer about 90% less. I am finding other things to do with my time and am realizing that I can do a lot more with my time; I have read several books, while waiting on hold and am beginning to think that maybe I don't even want DSL anymore; afterall, when something goes wrong, I have to stop life as I know it, to get it working again and I don't think I have any more energy for that, at least not with Earthlink.
I agree that perhaps some of the problem is out of Earthlink's control, however how Earthlink has handled the situation and the portion that is within their control, leaves much to be desired, to say the least. At this point, changing ISP's will only compound the problem, I am sure, so my hands are tied for now. However, I know my account will not see any referral credits rolling in this month, or ever, unless this issue is rectified to my complete satisfaction, and that is not just getting my DSL up again.
Should you wish to respond, please reply to [Stark's wife's email]
Sincerely,
Mrs. Stark >>
My wife kicks butt.
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