jimbo48
join:2000-11-17
Hayward, CA
 ·AT&T DSL Service
·EarthLink
| reply to amigo_boy
Re: Earthlink is outsourcing the last of it's US techs
I don't want to hear the sentence."It's not really Earthlinks fault" Earthlink is most assuredly at fault. It was ELNK that made the decisions to gut their domestic staff. It was ELNK who turned their backs on poor customer service, border-line bait and switch ads rude, incompetent sales and 1st line Tech support. It wasn't the outsourcing companies that made the decision for ELNK. What I do say is that ELNK made these decisions for financial reasons as does every company. Right or wrong ELNK made decisions and will have to live or die by them. ELNK will most likely fall by the wayside as another company that put maximizing bottom line short term revenue over all else. Their products and offerings are great IF you receive what they promise, advertise market etc. If only I had the knowledge base of a Dr Olds I wouldn't be as fearful of this industry and the bald-faced lying that is rampant from all of the major ISP offerings. They rank up there with Cell Phone providers in my book of industries I wouldn't trust with my ex-wife. |
|
marozner
Premium
join:2004-05-15
Houston, TX
| reply to Jim Bob Jr
I dumped EL last Nov for exactly this reason. I documented truly poor broadband service and even worse tech support. They even agreed not to charge me the disconnect fee, but did so anyway (the credit card company reversed it).
My road runner just got changed to comcast. The slowest speed now is >6 mbits; I just saw 9.5. What a relief!
I never thought that I would say that the cable company rescued me from truly bad service elsewhere. Go figure! |
|
DSL Oberst
join:2001-11-29
| reply to wlpeavy
said by wlpeavy  :  I've been trying to add Static IP to my DSL account. I keep getting told that "it's not available on your line right now". Hmph. Sounds like you first subscribed right after I joined the Provisioning & Repair in the Atlanta office in 2003. Assuming that they are still using Speedracer 2 as the interface system for the provisioning of their ADSL lines, it does not surprise me that they can't give you static IP. A common problem we encountered in Ameritech/SBC (now ATT) areas was the application of a static IP to the line. Earthlink was given a set number of them per area and had to parcel them out one by one. Should we reach the limit, no static IP was available for the client. However, the web page and such would still say it's available.
And sure, it's available! Just not to Earthlink - not that the stupid damn interface could tell the difference between a static IP assigned to ATT or to Earthlink. I had once heard it was 50 static IPs per cage, but I had no way to verify it.
If you truly need to get a static IP, drop the Earthlink. Go to ATT. You'll be assured of getting it from them; the provisioning will also be miraculously quicker than Earthlink's. Big surprise there. |
|
Splitpair
Premium
join:2000-07-29
Cow Towne
 ·T-Mobile US
| said by DSL Oberst :Just not to Earthlink - not that the stupid damn interface could tell the difference between a static IP assigned to ATT or to Earthlink. I doubt any EL OSS could see any provisioning on the ATT side nor less a SIP.
Wayne
--
If you cannot fix it with a buttset and some beanies you ain't a technician. |
|
just_robert
VIP
join:2002-04-25
Harrisburg, PA
| reply to Jim Bob Jr
I don't find this too surprising as it was the goal all along.
Before they closed the Harrisburg building they were trying to figure out ways to get rid of TRON completely but IIRC there was something in their contracts with certain vendors that contact could only be made from US based tier 3 reps.
I know they were trying really hard to outsource the NOC (maybe they did that already?)
I don't blame EarthLink for having to outsource as it's the only way they can survive. Also, the more that they outsource the better position they are in for a buyout (which is pretty unlikely these days but wasn't a few years ago.)
However, I do blame EarthLink for other things like adopt the model of "cheap is better" rather than their old model of charge more and be better; Speakeasy got this right.
What EarthLink also did to shoot themselves in the foot is the long hold times for their support queue which cost tons of money. At MindSpring they spent time educating the customer so they could help themselves and not have to call back. After the merger it was all about low call times but the end result was the customer had to call back. It's amazing how fast the EarthLink execs ran the company straight into the ground.
Anyways, back on subject, are the techs that post here outsourced these days? If so then they probably won't be going anywhere.
Back when I was posting here there was talk of having Indian support reps post here, which IMO would have been absolutely hilarious because I think you guys would have ate them alive. :-D I wouldn't be surprised to see them go that route if they haven't already. |
|
sashwa
Pixie Cat Crunchin' n Foldin'
Premium,Mod
join:2001-01-29
Alcatraz
clubs: 
1 edit | Hey, Robert, long time no see.  Thanks for dropping in. Hope things are going good for you. |
|
skj
Welcome to the far side of reality
Premium,Mod
join:2002-04-04
Atlanta, GA | reply to just_robert
Thanks for stopping by again Robert!  |
|
fatness
subtle
Janitor
join:2000-11-17
fishing | reply to just_robert
Hi Robert, good to see you again. Hope things are well with you? |
|
Bill_MI
Bill In Michigan
Premium,MVM
join:2001-01-03
Royal Oak, MI | reply to just_robert
Good to see you, Robert! |
|
Doctor Olds
I Need A Remedy For What's Ailing Me.
Premium,VIP
join:2001-04-19
1970 442 W30
clubs:
| reply to just_robert
said by just_robert :I don't find this too surprising as it was the goal all along. Before they closed the Harrisburg building they were trying to figure out ways to get rid of TRON completely I know they were trying really hard to outsource the NOC (maybe they did that already?) Yes, TRON is gone over there (LOL) and in the last just finished round, the NOC is gone over there. 
It is very good to see you around these parts again.
Regards,
Doctor Olds
--
What’s the point of owning a supercar if you can’t scare yourself stupid from time to time? |
|
Tobester
join:2000-11-14
San Francisco, CA
| reply to just_robert
An example of Earthlink's latest NEW and improved off-shore TECH support..........
Some background:
I have had Earthlink DSL, provisioned through Covad, via professional installation, since 2000. Over the years I have noticed the quality of my calls to Earthlink tech support steadily decline.
My parents live in Mesa, Arizona and finally decided to upgrade to DSL from Earthlink dialup. Using the Earthlink website, along with my parent's address, gave me their DSL options. Since my Dad is 78 years old (and DSL is way beyond his comprehension ) I needed to know was included with the listed "available" Professional DSL installation.
Earthlink CHAT is the ONLY way to have my questions answered regarding installation.
Attached is the actual transcript of the chat. I have edited out my dad's address and email for privacy.
BTW: Sprintmail.com is an older Earthlink email address, such as Mindspring.com, etc.
I ended up getting DSL for my Dad through their local telephone provider, Qwest. It was a complete pleasure dealing with their customer service center in Colorado, who understood the questions and correctly provided the answers.
Additionally, they offered professional installation for $69.00.
Dad's Qwest DSL is running smoothly and he has joined the 21st century!
It is a crying shame to witness the decline of a once top-notch company like Earthlink |
|
AldousSky
join:2007-05-28
La Vernia, TX
| reply to Jim Bob Jr
Here's what I'm wondering... I may have mentioned this earlier, but i'm too lazy to read through my old posts... haha... anyway... They aren't just switching companies for their outsourcing... they are moving everything overseas... My hypothesis is that this will save them more money right now so that they can make more money off of a sale. Maybe they are about to get bought out? |
|
Doctor Olds
I Need A Remedy For What's Ailing Me.
Premium,VIP
join:2001-04-19
1970 442 W30
clubs:
| reply to Tobester
said by Tobester :An example of Earthlink's latest NEW and improved off-shore TECH support.......... Some background: I have had Earthlink DSL, provisioned through Covad, via professional installation, since 2000. Over the years I have noticed the quality of my calls to Earthlink tech support steadily decline. My parents live in Mesa, Arizona and finally decided to upgrade to DSL from Earthlink dialup. Using the Earthlink website, along with my parent's address, gave me their DSL options. Since my Dad is 78 years old (and DSL is way beyond his comprehension ) I needed to know was included with the listed "available" Professional DSL installation. Earthlink CHAT is the ONLY way to have my questions answered regarding installation. Attached is the actual transcript of the chat. I have edited out my dad's address and email for privacy. BTW: Sprintmail.com is an older Earthlink email address, such as Mindspring.com, etc. I ended up getting DSL for my Dad through their local telephone provider, Qwest. It was a complete pleasure dealing with their customer service center in Colorado, who understood the questions and correctly provided the answers. Additionally, they offered professional installation for $69.00. Dad's Qwest DSL is running smoothly and he has joined the 21st century! It is a crying shame to witness the decline of a once top-notch company like Earthlink Earthlink has not offered professional installs to Residential customers in over 5 Years. They were originally $199.00 with a $100.00 credit after 30 days, then they went to $99.00 finally being dropped keeping it only for the Business Side DSL offerings.
»www.earthlink.net/highspeed/faq/···finstall
quote:
Can I install EarthLink High Speed myself?
EarthLink DSL comes with a simple self-installation kit. EarthLink Wi-Fi is also easily self-installed. For our cable and satellite services, we will send a professional installer to your home.
BACK TO TOP
How does EarthLink DSL self-installation work?
EarthLink will provide you with the hardware, software, and technical support necessary to get online. You will need to verify that your computer is equipped with a Network Interface Card. Within 7 to 10 days after your activation date, we will send you an EarthLink Installation Kit, which contains the hardware you will need to self-install your EarthLink DSL. The Installation Kit is accompanied by a DSL Installation Guide which will provide you with step-by-step instructions on how to: plug filters into your phone jack; install your modem; and operate/run your DSL software.
--
What’s the point of owning a supercar if you can’t scare yourself stupid from time to time? |
|
joemamafoo
join:2007-06-29
San Antonio, TX
| I think what he meant was that quest offerred the pro install doc, It's been a couple days since I looked in on this thread and I noticed a few things that I thought I should offer a little insight on. The TRON department is NOT tier 3. They are only a vendor relations department basically an intermediarry between the customer and the companies Earthlink leases it's lines from. The people who post on here are from the Tier 3 department one of their duties is SWAT which is for voice service related issues (ETV and LPV), they can also handle things that the tron department handles although it's not truly supposed to be part of their job. |
|
rollei35guy
join:2003-04-12
Atlanta, GA
| reply to Jim Bob Jr
That is bad, but not unexpected news. I had troubles getting Earthlink to terminate the DSL service (i just posed a rant of my own).
The outsourced support is poor to say the least and not terribly interested in actually helping you. There is an element of rudeness too but that might be due to the language/cultural differences. |
|
AldousSky
join:2007-05-28
La Vernia, TX
| reply to Jim Bob Jr
So this just in. So Earthlink decided that they were going to make new departments for the poor cats at west that are losing their jobs. They neglected to actually mention this to all these poor cats that are losing their jobs, so what happens? Everyone quits! So they decided to take away these new positions. I wonder now what is really going on over there in atlanta... |
|
moto_drifter
join:2007-07-31
Fort Smith, AR
| reply to Jim Bob Jr
I now from first hand knowledge this issue. My only question is if outsourcing is such a good think then why not acquire a ISP in India and migrate the customers. I'm confident that an Indian CEO could do the Job that is being done by ELNK's CEO.
This will not happen. This means that their argument is hollow about cost efficiency.
Outsourcing costs:
1. Employee Loyalty -
Company Employees loss incentive
Outsourced Employees don't even work for the company
2. Employee experience -
Many of the internal groups utilized the call center staff to scavenge personnel. CSR's would move up into development, QE and product groups. This allowed experienced people with systems knowledge to move out of the call center. This is no longer possible. So the cost of hiring of the street for these jobs is much higher than internal promotion. Not just for salary but also for the training.
3.Customer Churn
Everyone understands why this is the case.
Outsourcing will prove to be less cost effective, but I'm sure it will be discovered to late to save my job.
Hank |
|
Catman51
join:2005-07-17
Los Angeles, CA
·AT&T DSL Service
| I have finally had it up to here with Indian support reading text over and over from a book.
I'm done with Earthlink. They used to be good, but no more.
After hours on the phone being promised a call back from a supervisor, it never ocurred.
--
SteveM |
|
joemamafoo
join:2007-06-29
San Antonio, TX
| reply to Jim Bob Jr
what departments are they adding kevin? Muni? I think it's sad seeing as west has now moved most of the Earthlink guys on to other projects, oh I did here that they're trying to do what I thought they were going to do which is train what's left of t2 for T3, which as we both know was gained on the job not in the pathetic training that they gave. So their going to have a bunch of untrained green peas representing Tier 3 for the remainder of it's stay in UC, with the exception of the few vets that are still there, which is honestly only a few because I've already seen most working with us.
I really feel for everyone else though, especially the guys who really need T3 support. You guys are the ones who are going to really suffer, especially with the way the over-sees work ethic is, they'd rather roll a call than see it through to resolution all to make their stats look pretty. Those things were exactly why there was a tier 3, call time doesn't matter as long as you get resolution.
I guess I called it right when they outsourced the noc, I knew that it was only a matter of time before they axed us too. Anyway guys I'll still check in here from time to time, I know I never posted on here as an official Earthlink Tech (they only let so many people do it, believe me I wanted to) but I was in the same department as kevin and I'll chime in when I can. |
|
skj
Welcome to the far side of reality
Premium,Mod
join:2002-04-04
Atlanta, GA | Thanks for the info. |
|
