Latedeafened
@Level3.net
3 edits
 from:
Doctor Olds 
|  Horrible Earthlink treatment of a late deafened adult.
I am a late deafened adult with Earthlink. The last few weeks I have had a problem - when I call support numbers using Relay with my TTY phone, it has been a nightmare. The support people have been rude arrogant to me and the relay operator(called me deaf and dumb), was really rude with the operator and then hung up on us. Made two more calls to support - both were like talking to inmates of an insane asylum - all these calls are printed out by my phone - I have every word spoken/communicated. After each call I get contacted by Earthlink to fill out a survey as to how it went - well, my remarks have not been favorable as you can imagine - but, guess what - I have received notices that my remarks are not deliverable. I still have my problems and I don't know where to turn. I joined Mindspring when I first became profoundly deaf - I have never had such rude - idiot people to try to get service from. These are outsourced to India. The relay operator told me after the jerk hung up on us that he was an Indian(resident of India) - they have caste system - handicapped people should not be allowed in society......
Anyone know how I can get an authority figure with Earthlink to communicate with??
[Mod Note: Moved to a new thread since it is a separate topic and so it can receive the attention that it deserves. skj] |
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coaster
join:2007-07-13
New Port Richey, FL
 ·PHONE POWER
 ·Bright House
1 edit | Very sorry to hear how you have been treated. There is no excuse for it even though Earthlink's problems with their useless overseas support have been well documented. There is a page on their website that lists some email addresses to some of their executives. The executive president's address looks like the most appropiate and highest ranking one listed. Earthlink's new CEO needs to know all the ugly problems their outsourcing is causing.
»www.earthlink.net/about/leaders/ |
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Anonname
@west.com
| reply to Latedeafened
»support.earthlink.net/contact/phone/
TTY/TDD Service for the Hearing and Speech Impaired
All Inquiries 877-946-6774 7 days a week, 9am-6pm ET
Just call the number directly. Sorry about your troubles also. |
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Doctor Olds
I Need A Remedy For What's Ailing Me.
Premium,VIP
join:2001-04-19
1970 442 W30
clubs:
1 edit | reply to Latedeafened
That is absolutely un-acceptable completely un-excusable treatment that you have received.  I am very upset that you were so mis-treated. 
If you are in or near the Metro Atlanta area (where EL took over the old Mindspring Building) then I'd highly suggest contacting Clark Howard and sending copies (always keep originals) of your call log records plus detail your bad experience in writing to him for assistance.
»www.wsbtv.com/station/3961511/detail.html
Regards,
Doctor Olds
--
What’s the point of owning a supercar if you can’t scare yourself stupid from time to time? |
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Karl Bode
News Guy
join:2000-03-02 | reply to Latedeafened
If you'd like to offer me up the chat logs, I think I might be able to get you some attention.... |
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FastEddie
iMod
join:2000-12-29
Channel Z
Host:
All Things Unix
Mozilla Software
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|
Definitely contact Karl Bode he would most likely have the best chance of getting Earthlink's attention.
--
Here's To You |
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Latedeafened
@Level3.net
| reply to Karl Bode
Thanks for responding Karl. How can I get you copies of the conversations printed out by my TTY phone? I really do not think these people should treat people with handicaps and need service for their computers - deaf, or at least me - I use my computer for speed and efficiency. I do not have to bother Relay or anyone else.
I was just in Atlanta. I live in Western NC. |
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Latedeafened
@Level3.net | reply to coaster
Thank you for this. One of my problems that I called support for was I can't get to the Web site. I am writing to at least one of these people.
Thanks for your assistance! |
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Karl Bode
News Guy
join:2000-03-02 | reply to Latedeafened
Perhaps scan your printouts and e-mail them to karl@dslreports.com....
If you don't have a scanner, instant message me and I'll give you my mailing address. |
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Latedeafened
@Level3.net
| reply to Doctor Olds
Thanks for your response - who is Clark Howard and how would I reach him?
As a matter of fact, thanks to all of you. I keep to myself, do not want to bother others, but this was so outrageous, over the top. Relay operator told me after the first call the guy was ranting about having to deal with dumb deaf and giving her long quotes - he was instructing her on using comas etc. and telling her to tell me verbatim where each punctuation was, on top of giving me incorrect instructions.
I do not think Earthlink should be using support people who talk this way. I feel they are deleting my surveys I filled out instead of letting them be read by others who would do something about it. I am not the only deaf person using Earthlink and all deserve better than this. |
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Latedeafened
@Level3.net
| reply to Karl Bode
Karl, I do have a scanner, but I sometimes can't get attachments to "go". Also, these are very long conversations - well, the first one is.
I don't know if you are familiar with the tapes they are printed on, but they are about 2 1/2 inches wide. The relay operator types what she hears. It the case of the first call, she did not tell me what was going on - his being so difficult until the end when he hung up on us.
I have to become a member to instant message you, I will do that momentarily. Thanks again. I can't believe you alls kindness, almost gives me hope again. |
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Doctor Olds
I Need A Remedy For What's Ailing Me.
Premium,VIP
join:2001-04-19
1970 442 W30
clubs:
| reply to Latedeafened
said by Latedeafened :
One of my problems that I called support for was I can't get to the Web site.
Is it DSL that you are having problems with or dial-up? If it is DSL and you have a regular phone modem in your PC you can use that dial-up while the DSL is down. You get 20 hours free when DSL is working and when DSL is down you get unlimited dial-up (they don't publish it, but it is available), the one thing is you have to remember to ask for an outage credit with Customer Service for Billing not Customer Tech Support.
Regards,
Doctor Olds
--
What’s the point of owning a supercar if you can’t scare yourself stupid from time to time? |
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Doctor Olds
I Need A Remedy For What's Ailing Me.
Premium,VIP
join:2001-04-19
1970 442 W30
clubs:
| reply to Latedeafened
said by Latedeafened :Thanks for your response - who is Clark Howard and how would I reach him? Clark Howard is a on the air Consumer Advisor/Reporter for the Channel 2 Action News station.
How to Reach Clark Howard
quote:
Clark does not have an e-mail address at WSB-TV/Channel 2. However, you can call the Consumer Action Center at 404-892-8227.
You can also send a letter to Clark at the following address:
Clark Howard
c/o Consumer Action Center
1601 W. Peachtree St., N.E.
Atlanta, Georgia 30309
--
What’s the point of owning a supercar if you can’t scare yourself stupid from time to time? |
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skj
Welcome to the far side of reality
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join:2002-04-04
Atlanta, GA
Host:
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| reply to Latedeafened
It is very unfortunate and totally unacceptable regarding the treatment you received from Earthlink "customer service". There is absolutely no excuse for how you were treated. In addition to contacting Earthlink corporate, making your experience known and public is a very good way to get their attention. I hope that you are able to get the chat logs to Karl Bode because I know he will do everything in his power to publicize the horrible treatment you received.
In the meantime, if there are any technical issues that you need help with you have also come to the right place. Please let us know what we can do here to help you.
Welcome to the Earthlink forum and our site. skj
--
The foundations of character are built not by lecture, but by bricks of good example, laid day by day. |
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gaviper
My Best Friend Is A Boxer
join:2000-09-04
Carrollton, GA
clubs:
| reply to Doctor Olds
said by Doctor Olds :said by Latedeafened :Thanks for your response - who is Clark Howard and how would I reach him? Clark Howard is a on the air Consumer Advisor/Reporter for the Channel 2 Action News station. How to Reach Clark Howard quote:
Clark does not have an e-mail address at WSB-TV/Channel 2. However, you can call the Consumer Action Center at 404-892-8227.
You can also send a letter to Clark at the following address:
Clark Howard
c/o Consumer Action Center
1601 W. Peachtree St., N.E.
Atlanta, Georgia 30309
Clark also has a web page. »clarkhoward.com
On that page, there is a email link: "Ask Team Clark" »clarkhoward.com/inside/ask_team_clark.html
--
Life is like toilet paper. The closer you get to the end, the faster it goes. |
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Doctor Olds
I Need A Remedy For What's Ailing Me.
Premium,VIP
join:2001-04-19
1970 442 W30
clubs: | Thanks for the additional contact info. It is appreciated.  |
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Latedeafened
join:2007-08-15
Asheville, NC
| reply to Anonname
Thank you for posting the TDD/TTY service number - the only problem is, a live person does not answer it at any time - says to leave a message.
I have not had any success getting anyone at Earthlink to help me. I have tried to do everything they have told me - changing password etc. But now I find there is a password which I can't change and it has 20 digits to it. It would be impossible for me to select 20 digits - earthlink only accepts 8. Something tells me a "tech" has been messing with my account. Now, I can't get to my email even. I am basically dead in the water.
I apologise if this is off topic and not appropriate for this forum. |
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amigo_boy
join:2005-07-22
Tempe, AZ
·Cox HSI
·magicjack.com
| You should find the sleaziest, ambulance-chasing lawyer and sue Earthlink under the Americans with Disabilities Act.
I've personally had *very* good service from Earthlink's offshore support. But, I've always said that it's my impression EL is just going for the "easy" money. My problems haven't been complex. For those who have complex problems, I think EL's approach is to just hope they go away because it's not worth it for them to spend a lot of time (money) fixing.
They're probably doing the same thing with you. From a cost/benefit perspective, they probably want to talk to "normal" people. If it involves going outside the "norm" then they want you to go away like everyone else who aren't low-hanging fruit. This is probably exacerbated by the fact that India has virtually *no* social institutions and standards. They don't realize the multi-million dollar liability they're creating by treating you like the some guy with home wiring problems (when they just want the subscribers who "just work out of the box.").
I'm serious. I'd sue the living poo out of them. I'm not litigious. I've never sued anyone (or been sued) in my life. But, you'd do a lot of people a favor by shafting Earthlink long and hard. Make them pay for sending jobs to a foreign country that American workers can't compete with. Let them feel the consequence.
Mark |
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skj
Welcome to the far side of reality
Premium,Mod
join:2002-04-04
Atlanta, GA
Host:
Charter HSI/CATV
Earthlink DSL
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ISP b2b etc
Cisco
1 edit | reply to Latedeafened
said by Latedeafened :I apologise if this is off topic and not appropriate for this forum. Please don't apologize. Your posts are not off topic and are very appropriate here.
It is unfortunate that the official Earthlink techs who once provided support here have appeared to have left. Perhaps they could have provided some assistance to you.
I would make this situation as public as possible. I would email whoever I could. Corporate email addresses are not easy to find. One address I found that you might send an email to is EarthLink Media Relations. The email address is: presslink@earthlink.net
In your email I would also provide them a link to this thread. Also, have you been able to get a copy of your logs to Karl Bode ?
--
The foundations of character are built not by lecture, but by bricks of good example, laid day by day. |
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Splitpair
Premium
join:2000-07-29
Cow Towne
 ·T-Mobile US
1 edit | reply to amigo_boy
said by amigo_boy :You should find the sleaziest, ambulance-chasing lawyer and sue Earthlink under the Americans with Disabilities Act. Screw using the "little" lawyer’s as one can file an ADA complaint themselves on line at USDOJ.
»www.usdoj.gov/crt/ada/adahom1.htm
Wayne
--
If you cannot fix it with a buttset and some beanies you ain't a technician. |
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