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Long Ago Musings of Shutyertrap...Earthlink
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<blockquote data-quote="shutyertrap" data-source="post: 157595" data-attributes="member: 134"><p><em>While all might seem well, now that Chris has phone service again, there's a whole new aspect that hasn't been touched on...the money all of this is costing.</em></p><p><em></em></p><p>Once I had phone service again, I ordered up Verizon DSL, cause there was no way in hell Earthlink was gonna get any more of my money. Two weeks prior, they actually <em>billed</em> my credit card for the new service! I stopped payment on that. The Earthlink DSL I previously had wasn't working now, so basically the only thing I was worried about losing was my email account, seeing as how I need some overlap of services before I can ditch it entirely.</p><p></p><p>Meanwhile, there's the issue of the new modem Earthlink had sent out. I'm sure you've all had to sign the same year long contracts I had to get service. You may have noticed that there's an early termination fee. For Earthlink, it's $135. Unless you do it within 30 days.</p><p></p><p>So back to calling up my good buddies in the land of the sacred cow, asking for a return shipping label, as it was the 28th and I only had 3 days left on the 30 day trial. Unfortunately, since the modem actually arrived on the 23rd of October, my 30 days were done and gone. I said it really shouldn't matter as the service never actually worked, so how could I have actually tried the service? They tell me I need to speak with my spectacularly efficient friends in the TRON department.</p><p></p><p>I'm on hold for 45 minutes.</p><p></p><p>I explain that they need to issue me a TNF (transmission not feasible) status, so that we can get around this issue of the 30 days. He tells me they need to call up Covad...</p><p></p><p>No, take your time to digest this.</p><p></p><p>...to call up Covad so they can send a tech to try and see if the line is indeed impossible for them to get service on.</p><p></p><p>I think all of Culver City (where I work) heard me groan.</p><p></p><p>"You don't understand", I say. "I'm back with Verizon. There is no need to send a tech, ‘cause Covad no longer controls the line. It would be a waste of time, money, and man hours."</p><p></p><p>His response? "But we need Covad to establish that they indeed could not provide the service."</p><p></p><p>"COVAD COULDN'T PROVIDE THE SERVICE FOR 28 F**KING DAYS, WHY WOULD THEY BE ABLE TO NOW?!"</p><p></p><p>"Well I'm sorry sir, but we cannot issue a TNF status until Covad tells us to."</p><p></p><p>I tell them to have fun doing that, cause I'm not waiting for that answer, nor will I be paying any cancellation fees just cause I had to wait for a response. Somehow, this guy decides I need to speak with the corporate office (why was this not possible earlier?), but they're closed right now. So he gives me the number.</p><p></p><p>Now the other aspect I've gotta somehow convince Earthlink to look at, is how hooking Verizon back up is costing me $88. My view is, since Earthlink failed to provide me service, it's up to them to restore my old service, no matter the cost.</p><p></p><p>This morning, I call up corporate headquarters. Ah, the sweet sweet sound of a Southern drawl. I'm patched over to customer service, where a wonderful female looked into my problem with getting a TNF. She says, since the service was not actually put into effect until November 1st, I'm still within my 30 days.</p><p></p><p>Well isn't that interesting.</p><p></p><p>I tell her my DSL isn't working, so she cancels the cost of that service. Keeping my mailbox open will cost around 4 bucks, and I say the least Earthlink could do is waive that fee, seeing as all the trauma they've caused me. Bam...done. She's giving me until the first of the new year.</p><p></p><p>I then drop the bomb about the $88.</p><p></p><p>She says that since that is a 3rd party fee, Earthlink won't pay it. I argue logic that it's their responsibility, that it's not like I tried the service and then wanted to switch back, but that I never could even use the service. Unfortunately it turns out that the only people that can do anything remotely close to approving that is the good folk that sit within corporate, so I'll just need to write a letter and hope that the right people see it.</p><p></p><p>Fine, I'll put a letter together (but not until I rip Earthlink a new one on this hear blog!).</p><p></p><p>This afternoon I get a call on my cell phone from corporate. The guy on the other end tells me he's looking at the horrific events that have transpired, and making sure everything is being taken care of during my cancellation of services. I say yep, everything but the $88. "I'll look into that and see what we can do to make that happen. We'll call you tomorrow and let you know where we are with that."</p><p></p><p>Wow. That was like, actual customer service!</p><p></p><p>Just right now, while I'm typing this, I get another phone call from someone at Earthlink. She says she's just seen my file for the first time today, and wants to know if there is any way I could give them another chance to get it up and running within a week. I tell her no, ‘cause I'm back with Verizon. She's bummed that she's too late.</p><p></p><p>I tell her about the $88 fee, and she says she'll also look into that. More to the point, my case file is being brought before a Covad manager that she's sitting with right now, as how not to handle a customer!</p><p></p><p>I tell her how horrible an experience it was calling the TRON department with the insane wait times. She tells me they just got an internal report stating that department has hit an all-time low in customer satisfaction a week and a half ago. She says she completely understands how I wouldn't want to be a customer of theirs anymore, but that if I ever change my mind, that she's sending over her direct contact info, and that she'd handhold my case all the way through.</p><p></p><p>Well that's nice and all, but I'm not going to exactly jump back into bed with the company that tried to give me a raging case of herpes with a side helping of syphilis. And the crabs. Maybe even a little HIV.</p><p></p><p><em>And so my little tale has come to a mostly complete conclusion. Quite the thriller, huh? Once the Verizon fees are taken care of, I'll let you all know, but for the most part, a month’s worth of rage, pain, and ass bleeding is now over.</em></p><p><em></em></p><p><em>Oh, and if any one of you wants to sign up for this or any service with Earthlink, I'll be more than happy to send you over the contact info so that you won't suffer the same fate as I did.</em></p><p><em></em></p><p><em>I'll just question your sanity for the rest of my days.</em></p><p><em></em></p></blockquote><p></p>
[QUOTE="shutyertrap, post: 157595, member: 134"] [I]While all might seem well, now that Chris has phone service again, there's a whole new aspect that hasn't been touched on...the money all of this is costing. [/I] Once I had phone service again, I ordered up Verizon DSL, cause there was no way in hell Earthlink was gonna get any more of my money. Two weeks prior, they actually [I]billed[/I] my credit card for the new service! I stopped payment on that. The Earthlink DSL I previously had wasn't working now, so basically the only thing I was worried about losing was my email account, seeing as how I need some overlap of services before I can ditch it entirely. Meanwhile, there's the issue of the new modem Earthlink had sent out. I'm sure you've all had to sign the same year long contracts I had to get service. You may have noticed that there's an early termination fee. For Earthlink, it's $135. Unless you do it within 30 days. So back to calling up my good buddies in the land of the sacred cow, asking for a return shipping label, as it was the 28th and I only had 3 days left on the 30 day trial. Unfortunately, since the modem actually arrived on the 23rd of October, my 30 days were done and gone. I said it really shouldn't matter as the service never actually worked, so how could I have actually tried the service? They tell me I need to speak with my spectacularly efficient friends in the TRON department. I'm on hold for 45 minutes. I explain that they need to issue me a TNF (transmission not feasible) status, so that we can get around this issue of the 30 days. He tells me they need to call up Covad... No, take your time to digest this. ...to call up Covad so they can send a tech to try and see if the line is indeed impossible for them to get service on. I think all of Culver City (where I work) heard me groan. "You don't understand", I say. "I'm back with Verizon. There is no need to send a tech, ‘cause Covad no longer controls the line. It would be a waste of time, money, and man hours." His response? "But we need Covad to establish that they indeed could not provide the service." "COVAD COULDN'T PROVIDE THE SERVICE FOR 28 F**KING DAYS, WHY WOULD THEY BE ABLE TO NOW?!" "Well I'm sorry sir, but we cannot issue a TNF status until Covad tells us to." I tell them to have fun doing that, cause I'm not waiting for that answer, nor will I be paying any cancellation fees just cause I had to wait for a response. Somehow, this guy decides I need to speak with the corporate office (why was this not possible earlier?), but they're closed right now. So he gives me the number. Now the other aspect I've gotta somehow convince Earthlink to look at, is how hooking Verizon back up is costing me $88. My view is, since Earthlink failed to provide me service, it's up to them to restore my old service, no matter the cost. This morning, I call up corporate headquarters. Ah, the sweet sweet sound of a Southern drawl. I'm patched over to customer service, where a wonderful female looked into my problem with getting a TNF. She says, since the service was not actually put into effect until November 1st, I'm still within my 30 days. Well isn't that interesting. I tell her my DSL isn't working, so she cancels the cost of that service. Keeping my mailbox open will cost around 4 bucks, and I say the least Earthlink could do is waive that fee, seeing as all the trauma they've caused me. Bam...done. She's giving me until the first of the new year. I then drop the bomb about the $88. She says that since that is a 3rd party fee, Earthlink won't pay it. I argue logic that it's their responsibility, that it's not like I tried the service and then wanted to switch back, but that I never could even use the service. Unfortunately it turns out that the only people that can do anything remotely close to approving that is the good folk that sit within corporate, so I'll just need to write a letter and hope that the right people see it. Fine, I'll put a letter together (but not until I rip Earthlink a new one on this hear blog!). This afternoon I get a call on my cell phone from corporate. The guy on the other end tells me he's looking at the horrific events that have transpired, and making sure everything is being taken care of during my cancellation of services. I say yep, everything but the $88. "I'll look into that and see what we can do to make that happen. We'll call you tomorrow and let you know where we are with that." Wow. That was like, actual customer service! Just right now, while I'm typing this, I get another phone call from someone at Earthlink. She says she's just seen my file for the first time today, and wants to know if there is any way I could give them another chance to get it up and running within a week. I tell her no, ‘cause I'm back with Verizon. She's bummed that she's too late. I tell her about the $88 fee, and she says she'll also look into that. More to the point, my case file is being brought before a Covad manager that she's sitting with right now, as how not to handle a customer! I tell her how horrible an experience it was calling the TRON department with the insane wait times. She tells me they just got an internal report stating that department has hit an all-time low in customer satisfaction a week and a half ago. She says she completely understands how I wouldn't want to be a customer of theirs anymore, but that if I ever change my mind, that she's sending over her direct contact info, and that she'd handhold my case all the way through. Well that's nice and all, but I'm not going to exactly jump back into bed with the company that tried to give me a raging case of herpes with a side helping of syphilis. And the crabs. Maybe even a little HIV. [I]And so my little tale has come to a mostly complete conclusion. Quite the thriller, huh? Once the Verizon fees are taken care of, I'll let you all know, but for the most part, a month’s worth of rage, pain, and ass bleeding is now over. Oh, and if any one of you wants to sign up for this or any service with Earthlink, I'll be more than happy to send you over the contact info so that you won't suffer the same fate as I did. I'll just question your sanity for the rest of my days. [/I] [/QUOTE]
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