To Whom This May Concern:
I have decided to Cancel my Internet Service and True Voice Service with your Company, Effective Wednesday October 11.
The reason that made me finally give up on Earthlink and Schedule Cancellation of my account is due to an EXTREMELY RUDE Billing Department Supervisor named: Ice (Case ID# 116932953)
This person does not belong on the Telephone talking with Customers.
She has no listening skills and continues talking while the customer is talking.
When I was trying to tell her about these invoices and emails she kept saying True Voice was the referring invoices. I tried to tell her, as well as the many other people previous to may call today about
these emails and credits but no one listened. I only paid Earthlink $29.95 on September 6th, which I am aware of I was not looking for credit, in spite of the fact that the Internet causes freeze up to my computer and the True Voice disconnects my calls.
Needless to say "Ice" left me on hold for quite a while and came back to the call with even more rudeness, by that time I too became rude because I had to ask her to be quiet and that I had listened to her and now she needed to listen to me. She made me feel like I was asking for a Credit when I was asking for the account to be looked at and corrected, even though I feel I should be credited for any and everything associated with my month of Earthlink experiences (which I am not asking for or suggesting).
Since I have signed up for EarthLink Services I have had a horrible experience. If you can look at last month (9/06/06 - 10/06/06) Telephone Call List you will see that over 1100 minutes of phone use. A good 80%
to 90% of that was on the phone with EarthLink Customer Support and Technical Support. The Technical Issues have still yet to be resolved and the True Voice.
When I called the Customer Service Billing Department, which I have called a number of times was due to Billing Invoices I have been receiving through my email Billing address:
Invoice#'s are:
0286437086 29.95 CR
0286575339 29.95 CR
0287143984 52.50 CR
0289573105 103.90 CR
0290593571 137.21 CR
As well as these other emails received by Earthlink:
Date: Tue, 12 Sep 2006 00:24: 01 -0400 (EDT)
From: [email protected]
To: xxxx
Subject: EarthLink Credit Request Approved
Dear EarthLink Subscriber,
We've approved your request for the following credit to your
EarthLink account:$50.00
Date: Sat, 30 Sep 2006 00:07: 41 -0400 (EDT)
From: [email protected]
To: xx
Subject: EarthLink Credit Request Approved
Dear EarthLink Subscriber,
We've approved your request for the following credit to your EarthLink account: $49.90
Date: Thu, 5 Oct 00:14: 29 -0400 (EDT)
From: [email protected] Add to Address Book Add Mobile Alert
To: xxxx
Subject: EarthLink Credit Request Approved Dear EarthLink Subscriber,
We've approved your request for the following credit to your EarthLink account:$29.95
These are the Case #'s that I have been given for various Issues
associated:
(Please note they are not in the order in which received)
116634249
116767407
11656420
11656841
11656420
116565980
116818524
1484034
116829486
116886342
These are the Phone #'s I have been given:
866-226-0572
888-356-5864
888-327-8454
800-266-2278
888-266-2728
888-345-5506
888-300-8469
800-395-8425
I have been told to do or go to:
RUN: sfc / scannow
test VOIP: testmyvoip.com/voip_climate.html
xxxxxxx
Change the sfx input from -3 to -6
Change the sfx output from -3 to -9
reconfigure the VOIP (Lynxsus) 3 times
told to get the MAC address from the back of the VOIP box 3 times
told to get IWANIP: dial *110#
told to get LANIP: dial *210#
My internet freezes, my phone disconnects in middle of calls. Had to give my Cell Phone Pin # for one of your CSR to access my Voice Mail to get message left by the Tech Support Level 3 dept. Because the man talked so fast I could not get the infor from the message even after listening to it 3 times and your support person had to do the same.
Had to call support to have then go in my true voice account to put on and shut off my call forwarding because I could not gain access.
On the other hand when I spoke to a Representative today named Michael (Case# 116939577) this gentleman was so nice I was extremely upset when I called I ended up crying due to the frustration and rudeness of ICE and Michael was very comforting and concerned and very professional in his way of handling my issues as well as offering his help to resolve issues and problems with my Earthlink experiences,
Honestly had I gotten this gentleman instead of ICE I probably would still be willing to give Earthlink more time to resolve these ongoing issues, but by the time I reached Michael I had already decided to Cancel my service with Earthlink. This man deserves either a raise a promotion or some kind of Accomadation within the company for his Professional and Courteous demeanor
and attitude.
I can not tell you how many times he offered apologies on behalf of Earthlink and for my frustrations. I requested to speak to his Supervisor so I could make sure someone else within Earthlink could be made aware of what a wonderful experience it was speaking with Michael and I told his Supervisor: Michael (Case # ID: 116940653) The Supervisor Michael also gave apologies and understood my position and my reasons for requesting Cancellation on October 11th. He also assured me I was welcome to come back to earthlink if I change my mind and was sorry to see me go.
Pretty much in closing I feel true concern for Earthlink as a business because based on the month of service I have tried to have from your company I have found people for the most part very polite, 2 rude, the Level 1 support should only handle email or be given more information or access to be able to handle and resolve customer problems/issues (with the exception of Michael), the Level 2's should not tell the customer they will call them back and not follow through.
And lastly when a customer has to repeatedly call as with my situation they should have a dedicated Technician to handle all the issues without the customer having to call numerous Telephone Numbers and repeat the same procedure and repeat the verifying info so many times.
And the Dedicated Technician should work with the Customer and do a follow-up to make sure issues are resolved, otherwise Earthlink will continue to lose customers and have the word of mouth that Earthlink is "Rude, Confused and has many technical issues that they can't seem to resolve even when given a month to do
it."
Charlene
Anytown, Massachusetts
U.S.A.
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