I am an “experienced” consumer, or, alternatively, according to ABD an RNKIII, an olde man.
Yet not ever in my life, never – not once – have I experienced such inept, ineffective, unproductive “service” from any corporate entity as has been revealed in my last 10 days with Earthlink, Inc. Their South Asia “techs” are a mendacious gang . . . who also obfuscate, mislead, and mostly fail in discharging any responsibility to the customer.
In the past, I have advised angry TeeEssers distressed by stupid “customer service” to write a polite letter to the subject corporation’s CEO so informing him/her of the problems in the organization and requesting assistance in their amelioration. Despite more than 10 days of increasing rage at the mistreatment I have received, I am seeking to follow my own advice. But, for TeeEss, should you be interested, here is the sad and sorry saga . . . to date
Relevant indices:Mid October – I responded affirmatively to a telephoned offer from Earthlink to switch from PacBell/SBC/ATT (ending a > 40 year ‘’relationship”) in order to get hi-speed DSL - on the promise that it would be accomplished in 2-3 weeks.
That was a falsehood.On November 21st, or thereabouts, was informed the switchover would take place on 11/28 and to watch for my “Welcome Kit” (Ho, Ho, Ho!), to include a new hi-speed modem a few days prior to it.
That was a falsehood.I was alerted not to hook it up until after switchover.
Tuesday, 11/28, mid-afternoon, the switchover occurs with minimum disruption. The phone connection seems fine. I did not learn until 10 days later that also was a false portrayal of the true situation, as only one line of our two had been successfully changed. On the Earthlink-conected line, however and obviously, with no specialized modem yet received, no internet/e-mail access was possible.
With a dollop of impatience. I awaited delivery of my “welcome” and its associated modem until the next morning, when it appeared on my doorstep – several days late . That was Wednesday, 11/29. Installing the modem on a dedicated DSL connection to our drop box was a no brainer. Earthlink has a very good “manual”. Really.
However . . .
- Problem Nr. 1: No signal. A “helpful” letter in the Welcome Kit says to seek assistance for connection problems by checking-in on Earthlink’s web site.
- Problem Nr. 2: No signal makes connecting to the internet just a mite complicated. So I asked my son to go on-line for me from his home to at least retrieve a phone number I might contact.
In the succeeding seven days
(I am NOT making this up) I have spent in excess of 15 hours "on hold", + another several hours talking to something over 15 Earthlink minions (most in South Asia). The falsehoods they have endeavored to propagate – flowing from either their ignorance or malevolence – have been dazzling to behold. Some samples:
- There is nothing wrong with my modem
- There is something wrong with my residence’s wiring
- There is something wrong with my Mac set-up
- My new modem has been shipped. It will arrive tomorrow.
- My PIN is activated.
- My new PIN is activated
- Asking each each participant in this charade his/her name gets only “Andy”, “Carl”, “Ted”. “Denise” etc, etc.
Oh! suuure.
Fortunately, among this misbegotten pack, I have encountered 3 or 4 operatives who have been genuine, polite, straight with me, and helpful. One was a Covad repair guy who came to the house. He arrived, well-groomed, on time, was well-spoken – completely checking-out my wiring and declaring that it was excellent, noting that already possessing a dedicated line for the previous PacBell modem (done 7-8 years ago) would obviate the need for any filters on any of our phones. He declared my modem as defective and, while sitting at my desk, connected to our DSL line with his neat little portable system, he ordered a new modem That was 8 days ago.
I called (South Asia) on Friday morning to check on the tracking number for the modem’s delivery by UPS. I was told that was not available.
That was a falsehood. I was told the modem would be delivered no later than Monday, since Friday would be required for “approval”.
That was a falsehood.Returning home late Wednesday evening from a trip out of town, I eagerly looked forward to installing my modem and, finally, getting on-line. No modem at the door. Called the “Help” line, was told it was closed. Was given another (South Asia) number. Was told that the modem had been delivered at
(I am not making this up!!!) 1:03a EST, 12/7. Since I am in the PST zone, and it was still 12/6 I found that falsehood especially chalenging. Asking for a tracking number for this ephemeral modem I was given an 18 digit number.
That, it developed later, ws a falsehood. The time-of-day anomaly was unaddressed. I went to bed.
Thursday morning (12/7) I began calling at 6:50a to “find” my modem. By 11:09a. I had spoken to another 6 or 7 Earthlink operatives, only two of whom have
not lied to me. From the truthful ones, I have discovered that no modem was ever dispatched last Thursday, or Friday, or Monday or whenever, that the new tracking number furnished me was imaginary, a falsehood. Oh yes, I’ve also discovered that one of our two lines has never been changed from PacBell. This series of calls finally ended unsatisfactorily at 1:15p, more than six hours after initiation.
Enough for now.
• • •
“To assure quality service, this (these) call(s) may be recorded”Well, I hope so, just in case anyone within the organization ever condescends to investigate to confirm the veracity of my account. I have gone from puzzlement, to surprise, to disappointment, to distress, to a state of towering range. Apoplectic doesn’t even come close!
I cannot imagine the overall health of an organization which maintains “help desk”personnel in such tiny proportions who actually tell the truth while acting effectively to solve customer problems with dispatch, while also avoiding the slathering-on of insincere “apologies”.
