I suppose that I should start off by saying that I know that my dealings with them are probably a very small minority. Probably lots of people have Earthlink and love it... In fact about 5 years ago, we had Earthlink and loved it. But that was then and before off-shoring. And let me tell you, it's very different now, and I am mad as hell. I haven't used this blog for this kind of thing before, but I think it will be somewhat cathartic to tell total strangers why Earthlink sucks!
Before we moved to law school city, I called and set up a DSL order with Earthlink. I explained that we were moving, that I needed connection by a certain date etc... No problem, you're ordering early, so no problem. 2 weeks later, we arrive in law school city... um, they haven't mailed the router yet. So I call and
Them: there's a problem with your account.
Them: Well, the phone isn't operational yet.
Me: Right, remember how I said I was moving... The phone is operational today.
Them: Well, it will take another 48 hours or so to connect your DSL.
Me: But you haven't sent my router yet, so even if you get me connected in 48 hours, my router is still 7-10 business days away!
Them: well, it's our policy to not ship a router until we have an active phone line.
Me: Well, when I called before, why didn't anyone tell me this. I explained how I needed service on a certain date, and it was supposedly no problem.
Them: well whoever you talked to was wrong.
Me: So, can you upgrade shipping on my router, so I can have it faster?
We ended the call with them saying I should call back in a couple of days to see if the line is active.
Fast forward 2 days, DH calls them:
DH: So is my line active now? And when is my router getting here?
Them: Um, we don't show your line as active yet... and we can't send the router until it is.
DH: So can you upgrade shipping?
DH: Because it is en route?
Them: No, because we placed an order with UPS letting them know that we are releasing a router "soon".
DH: But you haven't actually given them the "go ahead and ship it"
Them: Well, no, your line isn't active
DH: So, you can't upgrade the shipping because...
Them: Because it's our policy.
DH: Hmmm... I want to talk to a supervisor.
*holds 15 minutes*
Them: This is supervisor, what's your problem. (rather rudely)
DH: I want shipping upgraded, here's my story.
Them: Sorry can't do it.
We call a different provider and find out that not only can they give us faster DSL, but they can also give us a honey of a deal in two weeks.
DH calls Earthlink back:
DH: Cancel my order.
DH: Are you serious? Repeats story.
Them: So you want to order service (I'm so not joking)
DH: I want to speak to someone who's native language is English.
Holds for 20 minutes...
Them: What do you need (still non native English speaker... but at least seems to understand better)
DH: I want to cancel my order.
Them: we'll give you $10 off your first month.
DH: Cancel my order now.
Them: Ok, cancelled.
1 week later, we receive a router in the mail from earthlink, they charge our credit card with our first month of service. DH calls:
DH: Um, what the hell
Them: Oh, we don't show your order being cancelled.
DH *bangs head against the wall*. On x date, I called and cancelled.
Them: Oh, we must have had a glitch
DH: Well get it off now... and refund my credit card
Them: Can't refund your card until you return the router
DH: Send me a shipping label
A week later, we call new DSL provider with good deal and start to hook things up only to discover that Earthlink still has a hold on our DSL loop that was activated 5 days earlier. DH calls earthlink.
DH: Why are you still holding my phone line hostage and adding service after I told you to stop?
Them: Well, we only cancel service at the end of the billing cycle.
DH: No one told me that, and we've never used your crappy service. We only had an order, that was NEVER filled before we cancelled!
Them: That's policy.
DH: I want you off my phone line, now!
DH: Want to talk to manager.
Them: manager: we can't do it
DH: Bullshit, you can.
Them: we'll override it, it will take 3-7 business days.
We received the return ship label Saturday. DH is calling new provider to see if line is free now. Keep in mind that each time we called Earthlink, we had to wait at least 20 minutes to talk to someone, often being transferred to several depts... always talking to someone in India.
In the meantime, we still have no internet connection at home and I have been working this whole month from law school city's public library. God bless their wireless internet.
My company does tons of offshoring... and in short it's a pain in the ass. It's slightly better than it was two years ago, but still totally inefficient... and it tends to piss people off who are already on the edge. Offshoring sucks!
Earthlink! You suck. --- End rant. and I feel a little better now.