Earthlink Customer Service Hell

from the this-sounds-way-too-familiar dept

One of the horrible things about the technology world these days is that fact that almost no company seems to have figured out how to successfully handle the extremely important aspect of customer service. In the past five years or so I've had a number of dealings with large, well-known tech companies (some famous for their "excellent customer service") that sounds depressingly similar to the following email exchange between an annoyed customer and Earthlink customer support. The scary thing is that this never seems to get better. Recently, I've discovered that there are two ways to lessen this as much as possible: (1) deal with smaller companies where you can build a personal relationship with someone who can help you or (2) somehow figure out a way to contact a top executive at the company you're having a problem with - and make it clear that you'll make his or her life a living hell if they don't fix your problem.

7 Comments | Leave a Comment..


If you liked this post, you may also be interested in...
 

Reader Comments (rss)

(Flattened / Threaded)

  1.  

    No Subject Given

    identicon
    Anonymous Coward, Sep 4th, 2001 @ 6:08am

    This article is pointless. You should never expect to resolve billing issues through email.

    He should have called them first.

    As far as the busy signal... I don't know about that.

    You should ask for the name of anyone you talk to at a customer service center. When they 'hung up' on him he should have called up and got them fired.

    reply to this | link to this | view in thread ]

  2.  

    Re: No Subject Given

    icon
    Mike (profile), Sep 4th, 2001 @ 8:30am

    I don't know... There are advantages to both methods. I once spent two and a half hours on the phone with a very large PC manufacturer, getting passed around from person to person, and getting nothing resolved. It was only after that, when I emailed to complain about the treatment that someone "took the case" and solved the problem. Overall, I've found that email works better because it leaves a trail of communications. The phone calls have no record.

    reply to this | link to this | view in thread ]

  3.  

    Re: No Subject Given

    identicon
    The Captain, Sep 4th, 2001 @ 8:49am

    Unless you run into bullshit automated mail responders as displayed in the article.

    I *DO* think that an automated "message received" response is good...HOWEVER, any company STUPID enough to have a system that tries to automatically answer your question (or sends back a "I don't understand" when it can't) shouldn't be able to stay in business. Its a very callous attitude towards a customer and a big reason people don't have much confidance dealing with a business online.

    reply to this | link to this | view in thread ]

  4.  

    No Subject Given

    identicon
    Fredzo, Sep 4th, 2001 @ 1:55pm

    It took me a week to figure out why I couldn't log on to Earthlink/Netcom about 5 months ago. Apparently they changed the login name from just your name to name.domain. They didn't send out an e-mail beforehand or freaking nothing! I had theories from my modem setup to the POP I was dialing until someone there actually understood the situation. I was aghast they hadn't informed their customers beforehand.

    reply to this | link to this | view in thread ]

  5.  

    outsourced call centres

    identicon
    Roy, Sep 4th, 2001 @ 10:59pm

    This is what you get when you oustource your call centre (which I assume is most likely what Earthlink has done) to some place half way across the world manned by people who have no idea what your business is all about and do not care any way since all they care for is the few cents they earn for each email replied to.

    reply to this | link to this | view in thread ]

  6.  

    change of isp

    identicon
    bonalyn wells, Aug 30th, 2007 @ 5:21am

    have been trying to reach you. this is to inform you of a change in my service provider. therefore their is not to be anymore withdrawals from my bank account. the bank has been notified of this, and the fact of further action will be taken by me if this is done. the bank has also been notified of this and their part in this action. this is being sent to you on the 30th day of aug and i expect all withdrawals to cease as of this date. ihave not used earthlink in 10 days, so all billing should cease as of the 2oth. thank you bonalyn wells aka joshati

    reply to this | link to this | view in thread ]

  7.  

    earthlink is the worst

    identicon
    jason, Sep 10th, 2007 @ 6:46pm

    I do not have internet access for 8 weeks and must have spent 20 hours on the phone going throught the same &*&* over and over. After 2 technician visiting my house who could not solve the problem and they still want to charge me for early termination.
    They absolutly suck big time.

    reply to this | link to this | view in thread ]


Add Your Comment

Have a Techdirt Account? Sign in now. Want one? Register here
Get Techdirt’s Daily Email
Save me a cookie
  • Note: A CRLF will be replaced by a break tag (<br>), all other allowable HTML will remain intact
  • Allowed HTML Tags: <b> <i> <a> <em> <br> <strong> <blockquote> <hr> <tt>


A word from our Sponsors...
Follow Techdirt
Flattr rss rss
From the Techdirt Archive...
A word from our Sponsors...

Close

Email This