I have been a customer of Earthlink for seven years. Up until recently I have had no problems with them. I've recommended them to everyone under the sun. I will not be doing that anymore.
I am on day 8 without my DSL connection. It mysteriously went down last week and hasn't been back. During that time, I've spent many an hour making friends in India on the tech support line. They've told me some doozies that I've compiled. I will share my favorites with you here.
"I have upgraded your case to priority. Our engineers will work on this. You will receive a call tomorrow. This will be resolved within 24 hours." This was last Thursday. Obviously none of this happened.
"Give me a minute to read through the case notes." This man apparently suffered some sort of horrible cubicle accident since he left me on hold for over an hour, and then disconnected me. I have visions of a staple gone awry or a life threatening papercut.
"You have my personal guarantee that this will be resolved in 6-12 hours. Our line technicians will contact you." I tried hard to believe this one since he seemed so earnest, but just couldn't. As it turns none of this happened either.
"Your modem appears to be broken so I am recommending you order another one. It will $49." This was all a big lie. My modem was not broken so there was no need for me to order another one. As my friend pointed out, they just wanted to shut me up and buy themselves some time. So they came up with telling me my modem was broken. I refused to pay the $49.
"I will transfer you to a supervisor. You will receive a call in 15 minutes just checking to see that the call was successfully transferred." I think we can all see where this was going. I got disconnected and it's been four days and no one has called to check.
"The problem is with the brand of modem. You should go buy your own and then call us and tell us if it works." I did not realize I had been added to the Earthlink payroll to troubleshoot modem issues. Even better, they're willing to ship me a different brand of modem, but it won't get here until next week, which will be two weeks without my DSL.
"Technicians are working on this problem." Apparently they aren't because it's been over a week and nothing has been fixed.
"If we had more customers who had this problem we would not have sent you that modem." Well that's a relief. Unfortunately for me, I am one of the handful who does have this problem. So they sent me a modem that had know issues with Verizon. Thanks so much.
"We appreciate your patience." Oh that's funny but I have no patience. I lost it last week while I was waiting by my phone for someone to call me.
As of this moment, I am done with Earthlink. I will be switching carriers on Monday.
No comments:
Post a Comment