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- Average user rating: 1.0 stars out of 55 reviews Back to product review
- My rating: 0 stars
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7 out of 7 people found this review helpful
0.5 stars
"Earthlink Customer service and Technical support quality"
Pros: None ewhatsoever
Cons: Extremely bad support whatsover.
Summary: Recent past expereince with DSL had following experince. This is based on in comparison to other DSL offerings.
1. Extemely high wait time for any kind of support. You normally are connected to junior agents who keep you on hold for 1/2 hr because they can't find senior agents to help them. The senior agents have following issues below:
2. No authencity of earthlink policies.
3. No follow up service feedback.
4. Sales team giving false, incomplete, incorrect information to get customers into contract. Customers forced to pay penalty when unsatisfied.
5. Incompetent english language speaking support people (No they were not from India). They were found to be rude and had complete lack of knowledge both technically and policies. I had several incidents with proof. Some of the tech support after realising would cut of the chat or cut of the phone making excuse they are transfering to senior agents.
Avoid earthlink ant any cost.
contact for more details & information: tekexpert@yahoo.com
- 8 replies to this review
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I just signed up for Earthlink DSL. I got all my questions beforehand and after answered quickly and thoroughly, both by phone and chatroom. Got transcripts of the chatroom inquiries. People have been polite and have followed through with my requests and problems with set-up. Earthlink has been great about answering all my concerns. Give them another try!!!
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I've had similar customer service horror stories with earthlink for the past 9 days; my DSL signal was lost and no one has known why for 9 days; they have great difficulty communicating; tell me to call back in 4 hours, 8 hours, or 24 hours; say they'll call back and don't; continue to say they're "escalating the problem" and every one of 12 representatives said,"Don't worry, I'll resolve your problem" but none did.
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I had Earthlink in another state, and had an excellent experience, so when I moved I jumped at the chance to have the service. However, since obtaining service at my current location, I have had nothing but headaches and frustration with the products offered and technical support. The most amazing part is that I am in the same city as Earthlink headquarters! In the time I subscribed to Earthlink until my recent switch to another company, I didn't have a single day that my DSL worked for more than several hours per day and then only about 30 minutes at a time. I spent hours weekly with tech support, who kept telling me the issue was with my computer (less than a year old), had visits from technicians to my premises that were rude, and obviously didn't have the analytical skills necessary to resolve the problem at hand. I switched back to my old provider, and have not had a single issue with my dsl, and when running diagnostics, determined that there is a small problem with the phone line, but not with the computer, and sent a technician the following day - rather than waiting days or weeks like i had to for Earthlink.
I would discourage anyone and everyone from utilizing Earthlink services. The lower price is nowhere near worth the headaches. -
I don't usually take the time to comment, but the customer service is absolutely the worst I haver ever experienced. Boooo!
Get it together Earthlink! -
They don't understand you and you don't understand them- a match made in heaven. That is of course if you can reach them in the first place because, you see, they are in a permenate state of "We are experiencing heavy caller volumn. We expect to have it cleared in an hour so please try back then" Click. You can't call them without getting this message. The dsl and customer services has degraded over the years but now it seems to have accelerated. It is race toward the bottom and Earthlink is driving a Ferrari.
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I was told for over a month that there were trouble tickets on my line with Verizon being opened 5 times. I was told for over a month that Verizon, the final supplier of the Earthlink service, was working on it at the central office. I was told for over a month that it would be fixed the next day. I only held out because my service had been pretty good before. After over a month I dropped the Earthlink DSL service and hooked up with Time Warner Cable and Earthlink. That got rid of all the middlemen, the major problem IMNSHO with Earthlink DSL, and I have had absolutely no problems with them at all. The cost is $2.00/month more and it is at least 3 times as fast as the DSL was. I will never go back to DSL again. My other complaint is that while they gave me dialup access while the DSL was supposedly being fixed they tried to charge me for both DSL and dialup. Two phone calls stopped that one in a hurry but it should not have been necessary.
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Dear plkn, I guess I was being generous when I wrote a review earlier today and gave them a 2.
I agree that their ts is totally inadequate and equally frustrating. Too bad, in the early days I'd call and I'd get a programmer who was doing ts to "get the company rolling", and for a long time their ts was decent. Something else, as you referred to, the first level people really don't know anything about what they're doing, they just read from a logic tree on their computer screen, and if your problem isn't one they have listed, well I guess they just pick one that has something to do with internet and dsl and then they try to sound like they're addressing your problem. If you ask for a second tier service person, supervisor, whatever, they're remarkably almost "out to lunch" or "no one is here at the moment" or some other terribly hard to believe story. I don't know if you're notified of a response to your review, but if you are then you might want to see my comments on how they treat loyal, long term customers and discriminate against them wrt pricing and speed, and cater to getting new bodies in the front door. Also... how Laurie Bouck (zdnet) gave them a 7.8 I'll never know. I assume she just went through the initial sign up period and didn't have any real ts or cs issues, and that's too bad as I hope people aren't trying Earthstink based on the 7.8 she gave them. Frankly the 7.8 makes me have second thoughts about ZdNet's ability and impartiality to give good reviews. I'll always be more cautious now about believing their reviews. In closing, you pointed out better than I could, the failings of their ts department, which is certainly a prime factor in considering an isp. -
I definitely agree with you. I had the same bad experience with them. And I am in search of a better DSL provider and will cancel my subscription. You were VERY RIGHT with all your comments.
