Ok, here’s the situation. In 2003 I decided to join the modern world and get DSL. A friend of my girlfriend worked for Earthlink, and he talked me into trying them out. So I go online (on ye-olde dial-up) and order up me a kit and to get connected.
So I get my kit in and I anxiously await my provisioning date. The glorious day that some great and wise phone tech will turn up my connection. I received my complimentary connection kit, had it all set up, and waited. The day arrived, and I could barely keep my mind on anything else the whole day at work. I was pumped and excited and damn near unbearable to be with. (Or so my co-workers told me.) I get home, and run the Earthlink software, and no-go. I check connections, I try multiple phone jacks, more than one computer, I even took a spare machine and put a bare OS on it and still no go. Ok, I may be an IT Professional, but even we have to call Support sometimes. So I called Support. First flunkie has me go through some of what I did already, run through a few other things and says he has no idea, and he’ll look into it and call me back. Next day, I call again. Flunkie didn’t put a ticket in and there is no record of my call. The second tech does some testing behind the scenes and states “Your line isn’t connected. Call the provisioning dept.” ‘Course they had already gone home for the day. So I call the Provisioning (Pre-install) folks the next day at work. They say everything is in order and all should be good and have I talked to Support yet?. So I call back one more time. I get tech #2 again and describe the issue and how I’m frustrated and just want some service. So he puts me on hold talks to his boss, calls provisioning for me, gets all the ducks in a row and pulls me back.
Seems provisioning typoed and scheduled me for the correct day and date, just one more month in the future. They even thought I should pay the regular rate for DSL for that month I didn’t have service as well! So after kicking and screaming and with some help from tech #2, I only started being charged for the months I actually had service.
I thought it was a fluke. I thought it was just that one in a thousand thing that falls through the cracks of a normally good company and support organization. I was wrong.
O.K. Fast forward to 2006. I’ve gotten on pretty good financial footing, have saved up some cash, and have bought a house. I liked my neighborhood so much, that I bought a house within a mile of my old apartment. Close to the closing for the house, I start moving utilities. I get my phone line moved easily— they even let me keep my number and its a land-line! So I call up Earthlink and give them the schpiel. I’m moving but I am keeping my same phone number. Do they need to do anything to move my service? After being put on hold for approximately 10 minutes our first responder says, “Yes!” and that here’s how it works. He’ll ask me questions, he’ll do some paperwork, he’ll downgrade me to dial-up for a few weeks and then within 3-4 weeks I’ll be back in black with DSL at the new location.
He Lied.
So its several weeks later. I’m taking a day off of work to get some things in order at the new house, making sure everything is ready for the big move day coming up and I get a call from work. They need some help and its urgent. So I unpack the DSL gear, try it out, and no-go. OK, I figured, I didn’t wait long enough, I’ll use the dial-up. Thank God that part worked. So then I got curious. I wondered when the DSL would be coming active. I called Earthlink and navigated through the menus and their automated system said my move was complete! My DSL was active and an automated voice wished me happy DSLing! So, I thought, I missed something. I reconnected everything and triple checked all the connections and still, no-go. OK— Maybe the automated line was wrong, Let’s call support. So I call support the first time. I get the living embodyment of why consumers hate outsourcing. I get someone with a thick Indian accent, who is obviously reading from a script, who wants to sell me more services and really has not even a desire to fix my issue. As it stands it looks like he did sign me up for a few “free trial” services that I’m going to have to find a way to cancel soon. After more than 15 minutes of his sales speech he gets to asking my problem, tells me he can’t do anything about it. Says he’ll transfer the call to those who can. Yep, we’re talking to the Pre-Install/Provisioning department again. So I get transferred, talk for just enough time to say my name, and then get hung up on.
OK folks, now I am pissed.
So I call back again. (Notice I am not complaining about hold times. I’ve worked in call centers as the tech, I know how aggravating phone hold can make a person, so I don’t let it bother me too much. This being said, there is a lot of hold time involved in all these conversations. Don’t be fooled, it’s just not what I have a problem with so far.) Since I don’t know the phone number of the provisioning folks I was just transferred, I try technical support again. I ask for the phone number I should call as well as being transferred. I get the phone number, I get transferred, I start talking to a person where I am supposed to be and I get hung up on again.
Now, I am furious. I call back to the provisioning folks and get a very polite person. He tries to put me at ease and starts looking into it. Turns out that my little friend who downgraded me to Dial Up never put the order in for me to get my DSL back. I’m about to kick Earthlink to the curb, but this guy is persistent. He says he can have me up in just a few days with an expedited provisioning and will push it through and give me primo treatment. Ok, blood pressure starts coming down and I feel less like Mr Furious of the Mystery Men. We start doing paperwork and then he tells me, that since this is a new connection I get an installation fee put on top of this, and I have to commit to a full year of Earthlink service! I start to go postal, and he gets defensive. Starts lecturing me on how this is how it is, regardless of what I like.
I admit, I completely lost control at this point. A rational human being should not have said what I did. But the substance of this was that he was NOT to reconnect me, not to touch a damn thing and leave me on Dial-up. I’ll find an ISP where they may not have customer service, but they can at least fix SOME of their own mistakes.
DEATH TO EARTHLINK! Note, my first experience was with “American” Earthlink support in Georgia. My second with some form of outsourcers in India. Thye BOTH sucked. Cause Earthlink as a company would not know consumer customer support if it was a gorilla eating their office plants!
Now just to prove that Earthlink is not how the whole industry is, lets look at the next chapter of me and DSL.
I fumed. I walked back to the ol apt to box some more things up. I fumed some more. I walked back to the house and took a look at other ISPs. I saw an opportunity. Verizon! They are my local phone company— they are twenty dollars a month cheaper than Earthlink. They offer 3MB downstream in my area! (Earthlink was giving me 768k). Wow, cheaper, faster, woohoo!
I call up Verizon, and I wait on hold and get connected to this very nice and helpful lady (and I mean lady, this woman was all class) who starts taking my info. At this point my cel phone’s battery dies. Cursing and yelling I plug the thing into its charger and start to call back, when I get an incoming call from a number I don’t recognize. Its my new friend at Verizon. She called me back! She took a few minutes and did some of the paperwork, but she called me back! And I was all ready to go!
Well, the jury is still out on Verizon as it is a few days until my line should go hot, but they definately got off on the right foot. I’m hopeful, and happy so far, but will curse Earthlink til my dying day. Someday customer service will become important in the industries again. I hope I am around to see it.