 DrStrangeTechnically feasiblePremium
join:2001-07-23
West Hartford, CT
kudos:1 | offshore tech support: you get what you pay for Earthlink lost me as a customer when they botched a hardware migration on my DSL line [forced hardware migration from AT&T to Covad splitters at my CO]. Since I run a small computer services business, I waited patiently for 3 or 4 weeks for them to figure out what they did [after politely explaining it multiple times to the Indian tier 1, 2 and 3 tech support folks]. After Earthlink wasted a ton of money sending a new modem I didn't need and scheduling two AT&T truck rolls to my premises, they declared the line TNF.
I switched ISPs to another Covad partner and they had the [same] line up and running at twice the speed of the Earthlink connection within a week. This ISP has tech support here in the US. The one issue I've had with them was resolved within three hours [in the middle of the night]. I got a call from the owner of the ISP who figured out the problem and fixed it personally.
Earthlink would be in much better shape if they'd hire even a handful of knowledgeable US-based techs to deal with the small percentage of problems that the offshore support people can't [or are told not to] understand. Now that they're turning a profit, they should invest it in creating these jobs to help themselves and the country. |
