Why EarthLink Needs Wi-Fi to Work
A Business 2.0 article by Owen Thomas, via CNN/Money, reports that:
The first-quarter earnings that EarthLink announced today illustrate its plight. While the Internet service provider is still profitable, dial-up revenues dropped 18 percent from the same period last year, broadband revenues increased a mere 6 percent, and earnings-per-share dropped nearly 50 percent to 12 cents per share.More here.
Most ominously, free cash flow, which is mostly generated by EarthLink's declining Internet access business, dropped 38 percent to $21.5 million. That's a particularly troubling sign, since it is that dwindling cash flow that CEO Garry Betty says he plans to invest in the company's new wired and wireless networks, which may be the key to its survival.
posted by Fergie @ 4/20/2006 12:13:00 PM
1 Comments:
I agree with your position, sad story... below is my email to Betty. My full name was provided in the original to Betty.
December 27, 2006
Dear Mr Betty -
I hope you and your family enjoy the holiday season. I have been a loyal customer of Earthlink for some years now. I appreciated it as an independent, reliable, secure ISP. More recently, I decided to upgrade from the dial-up service to True Voice and ADSL, grow with the company... but then I was deeply disappointed.
Below is my transcript with the service department this morning. But it is not only the service department that is in disarray. When I called to upgrade my service, the sales department did not know what products are available when they got a phone call from a ready, able, and willing customer ready to throw money at them.
I hope that Earthlink finds a way to recover its strength in 2007, and not sell out to any of the big ones. It looks like a tough position to be in, but I hope you prevail.
All the best,
John Doe
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Welcome to Earthlink LiveChat. Your chat session will begin shortly.
Not at home and you want to read your email? With EarthLink Web Mail you can check your email from any computer with an internet connection!
Please wait for a site operator to respond. While you are waiting, please feel free to begin typing your issue in the box below. Try to be as descriptive as possible. Once an operator responds, click SEND to transmit what you have typed.
Not at home and you want to read your email? With Earthlink Web Mail you can check your email from any computer with an Internet connection!
'Jade' says: Thank you for contacting EarthLink LiveChat, how may I help you today?
myemail@earthlink.net: hello there
myemail@earthlink.net: may i please speak with a supervisor?
Jade: Hello, please let me know the issue to best fix the issue.
myemail@earthlink.net: by letting me speak with a supervisor
myemail@earthlink.net: still there?
Jade: Please wait a moment while I transfer you to my supervisor.
Please wait while I transfer the chat to 'Robert R'.
'Robert R' says: Thank you for contacting EarthLink LiveChat, how may I help you today?
myemail@earthlink.net: i have been with earthlink for some years, but with the adsl for about 2 months
myemail@earthlink.net: the first month it did not work at all
myemail@earthlink.net: i spent many hours on the chat line
myemail@earthlink.net: tickets were opened and closed and nothing done
myemail@earthlink.net: yesterday i lost my adsl and my truevoice again
myemail@earthlink.net: i went on the chat line late last night
myemail@earthlink.net: reported it all
Robert R: Please hold on while I work on the issue.
myemail@earthlink.net: I was promised that within 15 minutes i will get an email with the ticket number and the transcript of the chat
myemail@earthlink.net: i got nothing
myemail@earthlink.net: I cannot afford to spend hours and be disconnected from phone and internet connection for days and weeks
myemail@earthlink.net: can you please let me know if a ticket was opened yetsterday or not, and if it was open, why i got no email
myemail@earthlink.net: if it was not opened - why not
myemail@earthlink.net: [if it was opened and closed, that is what they did all last month,m why they opened and closed it
myemail@earthlink.net: and when xxxx is a techs going to call me that they are going to come check the phone line?
myemail@earthlink.net: SO BASICALLY TODAY I AM SPENDING AN HOUR OR SO, TRYING TO FIGURE OUT WHY THE HOUR OR SO I SPENT YESTERDAY AMOUNTED TO NOTHING...
myemail@earthlink.net: IT ALL LOOKS MORE AND MORE LIKE FUTILITY
Robert R: I'm sorry for delay. I'm still working on the issue.
Robert R: Let me know the security word on your account for verification purposes, the hint being Father's Middle Name.
myemail@earthlink.net: WHAT THE XXX IS THAT??? I NEVER GAVE MY FATHER'S MIDDLE NAME AS A HINT FOR MY SECURITY WORD.... YOU ARE PROBABLY ON THE WRONG ACCOUNT....
myemail@earthlink.net: THIS IS GETTING RIDICULOUS
myemail@earthlink.net: MY PHONE NUMBER THAT IS DEAD IS 310 286 9567
Robert R: I'm sorry it is Mother's Median Name.
myemail@earthlink.net: mymmn
myemail@earthlink.net: AND PLEASE DO NOT ASK ME FOR PASSWORD, LIKE ANOTHER GUY AT THIS CHAT LINE DID
Robert R: I'll not be asking for password. I was able to verify the account.
myemail@earthlink.net: FOR NO REASON AT ALL.... TOTAL BREACH OF SECURITY
myemail@earthlink.net: DID YOU FIND THE RECORD OF MY CHAT FROM LAST NIGHT? IT WAS ABOUT 2 AM MY TIME, OR ABOUT 9 HOURS AGO
Robert R: I see that the issue is already escalated with ticket number 968374.
myemail@earthlink.net: DO YOU FIND RECORD WHY I GOT NO EMAIL?
Robert R: Due to some internal technical difficulties we were not able to send emails to customer.
Robert R: I sincerely apologize for the inconvenience caused.
myemail@earthlink.net: I was also promised that a tech will call and schedule to come and check the line
myemail@earthlink.net: it is anywhere scheduled?
myemail@earthlink.net: I am left without phone and without intenet connection
Robert R: No it is not because it will take 24-72 hours to get the issue updated.
myemail@earthlink.net: you mean that they will not even schedule it in 1-2 days? so when is it likely that the tech will be able to actually come?
Robert R: They can schedule depending on the issue at server end, however we do not have that information with us.
myemail@earthlink.net: what is server end if i may ask?
Robert R: And for that you need to give a call to 866 374 5881.
myemail@earthlink.net: in general, if a customer phone line is dead, what is considered at earthlink reasonable response time?
Robert R: By Server End I mean the issue at EarthLink's End or Local Vendor's End.
myemail@earthlink.net: that phone line is useless, been there done that last month... they leave you on hold for half an hour or an hour with horrible musac
myemail@earthlink.net: then the phone is disconnected...
myemail@earthlink.net: nice way to burn your time
myemail@earthlink.net: the best outcome of that phone line is when they tell you - NOW YOU ARE GOING TO BE TAKEN CARE OF BY LEVEL 3 ENGINEERS
myemail@earthlink.net: then nothing happens for several days
myemail@earthlink.net: then when I call again - the ticket was closed by somebody.
myemail@earthlink.net: i really have no inclination of going through this again this month
Robert R: It is a new number that is exclusively for Phone Issues.
myemail@earthlink.net: can you please tell me what is considered by earthlink a reasonable time to fix such a problem when my phone line is dead and my internet connection is dead
Robert R: It is 24-72 hours that is taken to know that exact issue and to be worked upon.
myemail@earthlink.net: I am asking how long is considered reasonable to fix it... YOU CANNOT BE SERIOUS SUGGESTING 24-72 HOURS, YOU SAID EARLIER THAT NOBODY WILL EVEN SCHEDULE IT IN THAT TIME...
myemail@earthlink.net: SO WHAT IS A REASONABLE TIME TO FIX MY PHONE LINE?
myemail@earthlink.net: AND MY INTERNET CONNECTION?
myemail@earthlink.net: A DAY, A WEEK, A MONTH, A YEAR
myemail@earthlink.net: SOME ESTIMATE OF REASONABLE TIME TO FIX THE PROBLEM IS A REASONABLE REQUEST FROM A CUSTOMER. THAT WAY I WILL NOT BOTHER YOU OR ANYBODY ELSE. JUST WAIT AND SEE...
myemail@earthlink.net: STILL THERE?
myemail@earthlink.net: I SOMEHOW EXPECTED THAT A SUPERVISOR WOULD KNOW SOME BASIC INFORMATION LIKE THIS
myemail@earthlink.net: STILL THERE??????
Robert R: You need to wait for 24-72 hours to get the update on the information.
Robert R: Whatever information is available to the Representatives are available to the Supervisor.
myemail@earthlink.net: CAN YOU PLEASE ANSWER MY QUESTION? DO YOU HAVE ANY IDEA WHAT IS CONSIDERED BY EARTHLINK SERVICE CENTER REASONABLE TIME TO FIX A PROBLEM LIKE MINE?
myemail@earthlink.net: I BELIEVE THAT THIS IS BASIC INFORMATION THAT I AM ENTITLED TO AS A CUSTOMER
Robert R: I'm sorry we do not have exact time frame of getting the issue resolved. Depending on the complexity of the issue it may take more or less time.
myemail@earthlink.net: I NEVER ASKED YOU FOR AN EXACT TIME
myemail@earthlink.net: I ASKED FOR AN ESTIMATE - A DAY, A WEEK, A MONTH, A YEAR?
Robert R: That information I've already provided
myemail@earthlink.net: DO YOU HAVE ANY STANDARDS IN THE SERVICE CENTER? FOR EXAMPLE - WHAT IS THE MAXIMUM TIME THAT I MAY HAVE TO WAIT? A DAY, A WEEK< A MONTH, A YEAR?
Robert R: It will take 24-72 hours to get the update on the information. However depending on the complexity of the issue it may take more or less time.
myemail@earthlink.net: IF YOU DO NOT HAVE ANY INFORMATION I WOULD ASK FOR TWO THINGS:
myemail@earthlink.net: 1) THAT THE TRANSCRIPT OF THIS CHAT BE EMAILED TO ME AS SOON AS WE ARE DONE
myemail@earthlink.net: 2) THAT I BE TRANSFERRED TO YOUR SUPERVISOR, OR HIGHER UP MANAGER WHO KNOWS THE TIME FRAMES OF SERVICE AT EARTHLINK
myemail@earthlink.net: CAN YOU PLEASE HELP ME WIHT THESE TWO SIMPLE REQUESTS?
Robert R: I'm done from my side and I'll email you complete chat transcript.
myemail@earthlink.net: THANK YOU FOR PROMISING TO HELP ME WITH MY FIRST REQUEST.
myemail@earthlink.net: HOW ABOUT AN ANSWER FOR MY SECOND REQUEST TO SPEAK WITH A MANAGER WHO KNOWS THE TIME FRAMES OF SERVICE AT EARTHLINK
Robert R: Please hold on while I transfer you to my Supervisor.
Please wait while I transfer the chat to 'Dave A'.
'Dave A' says: Thank you for contacting EarthLink LiveChat, how may I help you today?
myemail@earthlink.net: thank you
myemail@earthlink.net: could you please let me know what is your position/title with earthlink?
WAY - LAST NIGHT I NEVER GOT THE TRANSCRIPT BY EMAIL. SO TODAY I AM COPYING IT AS WE GO.
myemail@earthlink.net: AND I INTEND TO POST IT IN SOME CHAT BOARDS DISCUSSING INVESTMENT AND STOCK ANALYSIS FOR EARTHLINK
myemail@earthlink.net: AS AN EXAMPLE OF THE BASIC PROBLEM OF EARTHLINK IN MANAGING ITS BUSINESS IN TRANSITION FROM DIALUP TO OTHER SERVICES
Dave A: Robert has sent you the transcript by email, please check that
myemail@earthlink.net: thanks
myemail@earthlink.net: how about my basic question: what is considered at earthlink a reasonable time to fix a problem like mine - I lost my phone line connection and my ADSL internet connection
myemail@earthlink.net: I can also phrase it differently - what is considered at Earthlink as the minimum reasonsble standard - what is the longest time a customer may wait to get the phone service and ADSL service restored.
myemail@earthlink.net: I am not asking for an exact time in hours and minutes
myemail@earthlink.net: something on the order of days, weeks, months would be satisfactory
myemail@earthlink.net: I cannot imagine a service center operating without any such standards to guide its management
Dave A: The issue should be resolved in 48 hours.
myemail@earthlink.net: YOU CANNOT SERIOUSLY BELIEVE THAT
Dave A: I will re escalate the issue from my end.
myemail@earthlink.net: LAST MONTH I HAD A SIMPLER PROBLEM - MY PHONE LINE WAS WORKING, BUT MY ADSL WAS NOT, AND IT TOOK ABOUT A MONTH TO FIX
myemail@earthlink.net: THE CURRENT PROBLEM IS MORE SERIOU.
myemail@earthlink.net: WOULD YOU TAKE A BET ON $200 THAT IT WOULD NOT BE FIXED IN 24 HOURS? I FIRST REPORTED IT ABOUT 10 HOURS AGO, SO YOU HAVE 14 HOURS LEFT.
myemail@earthlink.net: ROBERT SAID THAT THEY WILL NOT EVEN SCHEDULE THE PROBLEM IN 24-72 HOURS
Dave A: There was some issue with the previous escalation, I sincerely apologize for it.
myemail@earthlink.net: I AM JUST PROVIDING YOU THE INFORMATION SO ThAT YOU TAKE AN INFORMED BET
myemail@earthlink.net: ARE YOU TAKING THE $200 BET?
Dave A: I will escalate the issue again from my end and make sure that the issue is resolved in next 24 to 48 hours.
myemail@earthlink.net: OR WOULD YOU CHANGE YOUR STATEMENT ON THe TIME FRAME TO FIX THiS PROBLEM?
myemail@earthlink.net: COULD YOU PLEASE TRANSFER ME TO YOUR SUPERVISOR? I DO NOT BELIEVE THAT YOU ARER GIVING ME TRUE AND SINCERE INFORMATION.
myemail@earthlink.net: I DO NOT BELIEVE THAT YOU BELIEVE THAT MY PROBLEM WILL BE FIXED IN 24-48 HOURS, AND I FIND IT OFFENSIVE THAT I AM MADE TO SPEND HOURS ON THiS CHAT LINE AND PHONE LINES, GETTING DELIBERATELY MISLEADING INFORMATION FROM SUPERVISOR LEVEL EMPLOYEES AT EARTHLINK.
Dave A: I assure you the issue will be resolved soon.
myemail@earthlink.net: I ALSO REQUEST THAT THIS CHAT BE EMAILED TO ME AS SOON AS WE FINISH OUR DISCUSSION
myemail@earthlink.net: RESOLVED SOON IS NO STANDRAD OF SERVICE.
myemail@earthlink.net: I REQUESTED TO SPEAK WITH YOUR SUPERVISOR
Dave A: Sure, I will email the chat transcript to you.
myemail@earthlink.net: THANK YOU FOR HELPING WITH THAT
myemail@earthlink.net: HOW ABOUT MY REQUEST TO SPEAK WITH YOUR SUPERVISOR?
Dave A: I am sorry but my supervisor is not available right now.
myemail@earthlink.net: COULD YOU PLEASE PROVIDE ME WITH AN EMAIL ADDRESS FOR YOU AND YOUR SUPERVISOR, SO THAT I MAY EMAIL YOU MAY REQUESTS?
Dave A: Sure I will provide you with the email address.
myemail@earthlink.net: I am requesting an email address for someone higher than you in the management of the service center
myemail@earthlink.net: OF COURSE I CAN EMAIL THE WHOLE TRANCRIPT TO INVESTMENT RELATIONS AT EARTHLINK, SEE HOW THEY WILL RESPOND
myemail@earthlink.net: I ALSO REQUEST THAT THIS CHAT BE EMAILED TO ME AS SOON AS WE FINISH OUR DISCUSSION
myemail@earthlink.net: RESOLVED SOON IS NO STANDRAD OF SERVICE.
myemail@earthlink.net: I REQUESTED TO SPEAK WITH YOUR SUPERVISOR
Dave A: Sure, I will email the chat transcript to you.
myemail@earthlink.net: THANK YOU FOR HELPING WITH THAT
myemail@earthlink.net: HOW ABOUT MY REQUEST TO SPEAK WITH YOUR SUPERVISOR?
Dave A: I am sorry but my supervisor is not available right now.
myemail@earthlink.net: COULD YOU PLEASE PROVIDE ME WITH AN EMAIL ADDRESS FOR YOU AND YOUR SUPERVISOR, SO THAT I MAY EMAIL YOU MAY REQUESTS?
Dave A: Sure I will provide you with the email address.
myemail@earthlink.net: I am requesting an email address for someone higher than you in the management of the service center
myemail@earthlink.net: OF COURSE I CAN EMAIL THE WHOLE TRANCRIPT TO INVESTMENT RELATIONS AT EARTHLINK, SEE HOW THEY WILL RESPOND
myemail@earthlink.net: still there?
myemail@earthlink.net: lost you???
myemail@earthlink.net: hello???
Dave A: You can contact my supervisor at: saurabhpa@corp.earthlink.net
myemail@earthlink.net: Thanks
myemail@earthlink.net: I am John doe, and I am a customer at earthlink. Could you please let me know the position/title of the person holding the email account you just gave me?
Dave A: He is manager for our Department.
myemail@earthlink.net: what is the name of the department please?
Dave A: Technical Support Deparmtnet.
myemail@earthlink.net: I assume this is not the Global Earthlink Tech support Department, but some regional department. Could you please specify the complete name of the department? for example, Technical support department, Earhtlink Center, Philipines.
myemail@earthlink.net: also, it would be helpful if you gave me some way to address this person - Mr or Ms and either or both first and last name
Dave A: EarthLink Technical Support Department India.
myemail@earthlink.net: And the way to address this person?
myemail@earthlink.net: I assume this is not the Global Earthlink Tech support Department, but some regional department. Could you please specify the complete name of the department? for example, Technical support department, Earhtlink Center, Philipines.
myemail@earthlink.net: also, it would be helpful if you gave me some way to address this person - Mr or Ms and either or both first and last name
Dave A: EarthLink Technical Support Department India.
myemail@earthlink.net: And the way to address this person?
myemail@earthlink.net: Sir? Madam? Any polite identification?
Dave A: You can address him as Manager Technical Support Department.
myemail@earthlink.net: Does he/she have a gender, so I may start by Dear Sir, or Dear Madam?
Dave A: You can address him as Dear Sir.
myemail@earthlink.net: Thank you very much, and I would expect the transcrip by email.
myemail@earthlink.net: bye
Dave A: Sure, I will email it right now.
Dave A: You're welcome and thank you for using EarthLink LiveChat. Should you need further assistance, please feel free to contact us again.
THIS CHAT TOOK OVER ONE HOUR, AND WHAT I ACCOMPLISHED WAS RECEIVING THE TICKET NUMBER THAT WAS SUPPOSED TO BE EmAILED TO ME AFTER THE LENGTHY CHAT LAST NIGHT. NOTHING ELSE. STILL NO IDEA IF AND WHEN MY PHONE AND INTERNET CONNECTION WILL BE RESTORED.
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