Is Earthlink on Get Satisfaction?.
To say that Earthlink has gone down the tubes, that their customer service is in the toilet, is putting it mildly.
The company went downhill the moment they outsourced their customer service phone lines. But I stuck with them, more out of resignation than anything else.
Recently, I tried to cancel a Web hosting account and change the DNS to point to another ISP. The runaround I got trying to achieve such a simple change was ludicrous. I was transferred around, told that I couldn't make the change, given the incorrect instructions to make the change, told that I had to call back later to speak with someone who could help me, called back to be told I had to call back later to get someone who could make the change for me.
This morning, I spent over an hour on the phone with Earthlink getting transferred 7 times to people who claimed they could not help me reduce my $21.95 dialup account to a plain email account. They wouldn't even tell me options, the various pricing choices I have. They kept telling me they could not help and transferring me to someone who could.
I've outlined the ridiculous, stupid process I went through simply to downgrade my dialup account - which I have not used for many years - to a simple email account. The cost difference? The 7th person finally revealed that I could keep my email account for $3.95/month. That was after she tried to sell me several other levels with services I explained that I did not need.
And yes, I raised my voice. No, I did not curse, but was damn close.
Earthlink is a poor excuse for a company. If you are still with them, leave them now. I am going to transfer my last domain name away from them as soon as I can. I am sick of paying over $60/month for sub-par service and services I don't even need.
Bottom line: Earthlink Sucks.
To say that Earthlink has gone down the tubes, that their customer service is in the toilet, is putting it mildly.
The company went downhill the moment they outsourced their customer service phone lines. But I stuck with them, more out of resignation than anything else.
Recently, I tried to cancel a Web hosting account and change the DNS to point to another ISP. The runaround I got trying to achieve such a simple change was ludicrous. I was transferred around, told that I couldn't make the change, given the incorrect instructions to make the change, told that I had to call back later to speak with someone who could help me, called back to be told I had to call back later to get someone who could make the change for me.
This morning, I spent over an hour on the phone with Earthlink getting transferred 7 times to people who claimed they could not help me reduce my $21.95 dialup account to a plain email account. They wouldn't even tell me options, the various pricing choices I have. They kept telling me they could not help and transferring me to someone who could.
I've outlined the ridiculous, stupid process I went through simply to downgrade my dialup account - which I have not used for many years - to a simple email account. The cost difference? The 7th person finally revealed that I could keep my email account for $3.95/month. That was after she tried to sell me several other levels with services I explained that I did not need.
And yes, I raised my voice. No, I did not curse, but was damn close.
Earthlink is a poor excuse for a company. If you are still with them, leave them now. I am going to transfer my last domain name away from them as soon as I can. I am sick of paying over $60/month for sub-par service and services I don't even need.
Bottom line: Earthlink Sucks.
I'm one of those Earthlink support people who had their job outsourced. What you went thru is ridiculous, entirely unnecessary, and flat downright stupid. When I worked there, to convert your regular account to an email account was as simple as 1,2,3, literally, All I had to do was make one change in one database. Bang, done just like that, your call would have been handled in less than 30 seconds.
Even though I no longer work there, I apologize to you that you had to put up with such crappy service. It is a shame that such a great company chose to self-destruct by getting rid of their best asset - people who cared. They are now trying to buy up what little dial-up business is still around. I wonder if they intend to invest in buggy whips as well.
Posted by: Jill | August 27, 2008 at 05:59 PM