Review by perplex
Posted: 9.6 years ago
(review was emailed from domain mindspring.com)
 San Jose,Santa Clara,CA
 $50 per month (6 month contract)
 "They didn't charge me anything."
 "Mindspring can't be trusted to follow through with important information regarding your installation."
 "Contact Mindspring prior to your installation appointment - or you may find yourself wasting valuable time.."
| Pre Sales information:
Install Co-ordination:
(ratings below consensus)
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Review:
Probably should wait a bit to write this review. I'm incredibly pissed off.
I'm located in San Jose, CA (at the major intersection of Almaden Expressway and
Branham) and contacted Mindspring on 3/21/2000 for ADSL service. On
3/28/2000 they sent me a message describing the two appointments that were
needed for installation. Pacific Bell would come out on 4/7/2000 to install
some equipment at the telephone box in the utility closet outside my
townhouse. And on 4/10/2000, Covad would come out between 8am and 12pm to
do the DSL installation at my computer.
At 11:30am I contacted Mindspring customer service to check when Covad would
actually get here. The rep checked things out and said, with surprise, that
they had CANCELED THE INSTALLATION WITHOUT NOTIFYING ME! Apparently, they found at some point in the last few weeks that my home was a bit beyond 19000ft from a central office. They couldn't do the install. A notification would have saved me 6 hours of vacation.
And then, to add insult to injury, the Covad installer just called me up and
said he'd be here in 15 minutes. I asked if he was certain - and he took a
moment to read the notes supplied to him. Yup - he couldn't do the install,
but Mindspring never notified Covad that the installation couldn't be done.
He stated that he would open a problem ticket with Mindspring, and an
additional ticket with Pacific bell. (He said that my home is less than
11000 feet from the central office, but the wires cover a distance of 19000 feet. Apparently, they may be able to reroute some things to shorten the distance, but I'm doubtful. I'll post an updated review if something positive
happens.)
Anyway, a BIG thumbs-down from me on Mindspring and their inept logistics. I must give some positive credit to the poor Mindspring rep who had to listen to me fume (and I kept myself restrained!) for a brief moment.
Note: I'm not pissed that I can't get DSL - that's the way life goes. However, they caused me to waste hard-earned vacation - that's a financial hit on me that I won't be able to recoup.
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