tag:blogger.com,1999:blog-12648769.post112170650926510742..comments2023-10-22T04:40:48.035-05:00Comments on Yayarolly goes to law school (and graduates!): Why Earthlink sucks!Joeyhttp://www.blogger.com/profile/15717565730524910678noreply@blogger.comBlogger4125tag:blogger.com,1999:blog-12648769.post-76402407432178297772008-09-30T16:41:00.000-05:002008-09-30T16:41:00.000-05:00I have had a similar DSL nightmare and just want O...I have had a similar DSL nightmare and just want OUT. <BR/><BR/>As far as I am concerned; the company should have whatever licensing revoked from the FCC and any other regulatory agencies. Earthlink has no business doing business in the United States.Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-12648769.post-1134512356467930612005-12-13T16:19:00.000-06:002005-12-13T16:19:00.000-06:00I'll be cancelling my Earthlink account soon due t...I'll be cancelling my Earthlink account soon due to outsourcing. When I moved, I experienced a sharp drop in my dial-up service. In my previous city, I could almost download faster than my high-speed connection at work. That is, once I started using a laptop that was never infected with Earthlink's accelerator, toolbars, and such.<BR/><BR/>This wasn't too much of an issue, but when I changed banks, Earthlink could not verify my address. Even when I called and talked to one of their outsourced support staffers and read them my address **as it appears on my bank statement**, they could not verify it. I had to use my credit card instead of my bank card.<BR/><BR/>The thing that really stung was trying to talk with someone that has no real grasp of American addresses, banking, or credit systems. The person was very nice, but could not make a leap of intuition beyond the prepared answers they're provided during whatever miniscule prep training they're given. I have nothing against foreigners, but it is a definite disadvantage to be forced to deal with employees who don't quite know how things are set up in America. On top of which, most offshore help staff I've ever dealt with seem to be unwilling to "go the extra mile" as it were and use a little innovation to try and reach a solution.<BR/><BR/>So, after being politely, but repeatedly told they cannot verify my billing address... even though I'm giving it to them verbatim from my bank's information... I was fed up. Their outsourcing has created a tech support department that cannot operate outside the bounds of prepared answers any more than an automated system can. On top of which, polite customer service seems to be treated as a luxury rather than a standard in some countries. It's like they feel you're lucky to even be given patented answers, and if you're expecting some creativity, intuition, innovation, AND politeness... well, you might as well be asking for the moon delivered to you on your doorstep.<BR/><BR/>Of course, you may have more luck getting the moon delivered than your router.<BR/><BR/>And that's the sad thing. It's not a tech issue. It's not some giant blow up over REALLY bad service like you got. It's the simple fact that some lady in India can't tell me anything more than my bank must have my address wrong and she doesn't know what else to tell me. Granted, she was very polite about it... but if all your employees can do is tell the customer that THEY must be the ones with the problem, and not Earthlink itself.. it doesn't make for happy customers.Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-12648769.post-1121978847204199202005-07-21T15:47:00.000-05:002005-07-21T15:47:00.000-05:00What a story. Enough that I'll never do business w...What a story. Enough that I'll never do business with Earthlink. I don't think my blood pressure could take it.Kellyhttps://www.blogger.com/profile/08451435478350294442noreply@blogger.comtag:blogger.com,1999:blog-12648769.post-1121777426537825512005-07-19T07:50:00.000-05:002005-07-19T07:50:00.000-05:00I had the same experience with AOL .. I tried thei...I had the same experience with AOL .. I tried their 15 "free" hours a couple years ago. Those "free" hours eventually totalled $230.00 of credit card charges. I originally cancelled my account after only 5 hours... even got confirmation # for my cancellation. Imagine my surprise when my Visa bill arrived with AOL charges! Called AOL again and again. I was told my cancellation confirmation number didn't exist...that I was using my AOL account (that's because you cannot delete AOL software without cleaning your hard-drive completely...and as long as they can detect AOL software on your computer...they continue to charge you. Visa kept taking the monthly charges off my bill...only to have them re-appear the next monthly with interest charges. Finally, Visa suggested I close my existing account and apply for a new number. Since by now AOL thought I owed them $230.00...that's exactly what I did. But you thought that would be the end of it...oh, no. Somehow they had my checking account number (I never gave it to them) A month after cancelling my credit card, they withdrew $240.00 from my checking account. I notified the bank and they reversed the charges. AOL did this for 3 months when I went to the bank, closed that account and opened a new account. It cost me $25.00 for new checks and peace of mind. AOL SUCKS!Lady Elizabethhttps://www.blogger.com/profile/10709092967959156047noreply@blogger.com