Earthlink--WORST SERVICE EVER
PHILADELPHIA -- A few weeks ago I called Earthlink and ordered wireless internet service. About 7 days later, they tried delivering the package with all installation products via UPS. Because UPS delivers only during the day while I'm working, I had to spend $30 roundtrip on a cab to pick up the package at UPS. This would not be a problem if I were getting a good product, but this was not to be the case. When I got home, I realized Earthlink sent me the wrong product; inside the box was a modem and ethernet connection, all for DSL but not for wireless service.
I called Earthlink to rectify the situation. In all, I was on the phone for more than 90 minutes that evening. It seemed that everyone I spoke to had a scripted response. It was as though they weren't hearing what I was saying. When they realized they were saying the same thing over and over and that I wasn't hearing what I needed to hear to fix the situation, they would transfer me to another representative. In all, I spoke to eight Earthlink employees that evening.
All the while I'd been transferred around from "customer service" rep to rep, I was trying to hook up the DSL to at least get that going until my wireless products would arrive in the mail. I needed internet service badly to work on school papers. I discovered (not surprisingly) that the DSL connection did not work. After being on the phone for 90 min I asked that they please quickly transfer me to tech support. I waited and waited for someone in tech support to answer the line. It took so long, by that time I was furious. I canceled the service altogether.
Meanwhile, I've returned the modem and all other products that were mistakenly sent to me for DSL service. Today, I noticed on my checking account that Earthlink had the audacity to charge me for shipping those wrong items! $21.35! I called this evening to demand a refund. I was hung up on by the first rep, and then when I called a second time I demanded to speak to a supervisor. I was transferred, according to the person I was transferred to, to the wrong person. He then lectured me on how "stupid" it was that I was demanding a refund. Yes, he used the word stupid. He insisted that I be charged until the modem that I never ordered is returned. Then, he said, they'll refund my money. How much do you want to bet the money doesn't get refunded and I have to spend another hour sometime next week trying to resolve the problem?