Earthlink Complaint - DSL Service
DALLAS, TEXAS -- I was a DSL customer for over 10 years, being an original DSL beta user for Earthlink, paying the asked price every month. In April, I was told they would be changing my service from whoever my local provider was over to Covad. I lost connectivity for almost a month, then the new service came up at 1/2 the speed. Over the next 5 weeks I had nightly conversations with the customer service line, spending over 22 hours on the phone trying to get the speed issue resolved without success. I finally had to just cancel the service and attempt a refund. After 2 charges where I was treated as a new customer that cancelled early, I received most of the money due me. The day after I cancelled, a Covad sales rep called trying to sell me the same service Earthlink couldn't deliver at 4x the price.
The complete lack of customer service reinforced all of the horror stories I had heard about overseas outsourcing of call centers. No one engaged in solving my problem, nor did they want to, to the extent I was told specific action items would be taken, then the following night I would call and check on the status to find out the previous night's call wasn't even logged, even when I provided the reference number given to me.
Overall I was a customer of Earthlink over 15 years from my initial dial up days. I feel pity for those that are current or prospective customers of this poorly run operation when they require the inevitable customer service.