Another hour plus I'll never get back...
Nov. 6th, 2009 08:24 amI spent 43:20 on the phone this morning with Comcast. For the second time during the past four days, the customer service rep I spoke to "suggested" that my problem with connectivity will go away today if I drop EarthLink and become a Comcast customer (for an additional $10 per month).
So I go online with EarthLink (their computerized phone system is bulletproof, as I suspect there really is no way a human can use it, from the EarthLink side). Here's a transcript of my session (rep's name changed and security password exchange deleted):
Cheers...
P.S. The email message I sent to yourfeedback@earthlink.net bounced.
So I go online with EarthLink (their computerized phone system is bulletproof, as I suspect there really is no way a human can use it, from the EarthLink side). Here's a transcript of my session (rep's name changed and security password exchange deleted):
Not. Bloody. Likely.
'Mila J' says: Thank you for contacting EarthLink LiveChat, how may I help you today?
alexpgp@earthlink.net: I would like the email address, or mail address, or physical address of an Earthlink office where I may discuss a complaint. I live in the Houston area.
alexpgp@earthlink.net: The complaint concerns Comcast.
alexpgp@earthlink.net: I believe they are deliberately not fixing my connectivity problem to force me to drop you guys and buy connectivity from them.
Mila J: I will certainly assist you with your query.
Mila J: I would like to convey to you my sincere apologies for any inconvenience you may have experienced with respect to the service we have provided to you regarding your issue.
alexpgp@earthlink.net: Thank you, Mila, but my problem is that you are *not* providing me with service, and frankly, your scripted replies are not of much help.
Mila J: I see that you have subscribed cable through EarthLink.
alexpgp@earthlink.net: Yes.
Mila J: I understand your concern.
alexpgp@earthlink.net: Touching, but it does not solve my problem. Please provide me with the email address, or mail address, or physical address of an Earthlink office where I may discuss my complaint.
alexpgp@earthlink.net: Can you do that?
Mila J: I suggest you to contact your cable company or Cable installation at - 1888-847-4708 (Monday - Friday 7am - 12am; Saturday & Sunday 8am -10pm) .
alexpgp@earthlink.net: I have done so, five times.
alexpgp@earthlink.net: FIVE TIMES
Mila J: Your Internet Service is being provided to you by your Cable Company whereas the email service is provided to you through EarthLink for free and we do not charge you anything for the email services.
alexpgp@earthlink.net: Are you a real person?
Mila J: Yes, why do you ask?
alexpgp@earthlink.net: Because I'm asking for the address of your company so that I may discuss possible predatory practices by Comcast and you're referring me to them?
Mila J: Once you order for the service it takes 5-10 business days for the installation process to be completed and get the service
alexpgp@earthlink.net: I have *been* a customer for two months (I'm sure my customer record must indicate that). I used to have connectivity. I do not have connectivity now.
Mila J: You can write to yourfeedback at EarthLink.net.
alexpgp@earthlink.net: Thank you.
Mila J: Thank you for using EarthLink LiveChat. For further assistance, please feel free to contact us again.
Cheers...
P.S. The email message I sent to yourfeedback@earthlink.net bounced.