At earthlink we don't 'officially' support linux (imagine the cost of training all of our techs *who are windows users unfortunately* how to use that OS. I shouldn't say all, but most. We do support MacOS all the way to 10.1 - however, (being a CS at earthlink I should know) if you are courteous enough to a technician here you might try asking him if any of his buddies know linux.:) that usually works.
Earthlink Customer Service
on
Disconnecting
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· Score: 4, Informative
My name is Edward and I work for earthlink customer service, I won't try and defend earthlink as for the transfering around to different departments (although if you can provide me with the names of the reps you spoke with I will be more then willing to 'look into this for you') but, as with any phone tree for ISP's, there are usually only 3 options to select.
1)Technical Support (handles technical issues *obviously*) 2) Customer Service (handles billing and account maintenance - cancelling would be account maintenance) 3) Sales (obviously handles the setup of new accounts)
Each of our 3 divisions has access to different databases (to streamline the 'customer experience' by letting reps focus on specifics).
As for the hold time - I have a LCD display that allows me to see how long someone has been on hold. For the past month now our hold time hasn't been over 10 minutes in customer service (if you call during peak hours *8am-5pm PST respectively). If you call after of before peak hours our hold time is next to nothing (if we even have a hold time at that) Our Tech support line hasn't had a hold time for at least 3 months now.
As for account verification - we accept the last 4 digits of your credit card, calling the account holder back at the phone number listed on the account, a secret word (which the user sets up at time of initial signup), or the last 2 characters of the password (after which the user would be required to setup a secret word).
I can't speak for AOL on these matters (for obvious reasons)
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At earthlink we don't 'officially' support linux (imagine the cost of training all of our techs *who are windows users unfortunately* how to use that OS. I shouldn't say all, but most. We do support MacOS all the way to 10.1 - however, (being a CS at earthlink I should know) if you are courteous enough to a technician here you might try asking him if any of his buddies know linux. :) that usually works.
My name is Edward and I work for earthlink customer service, I won't try and defend earthlink as for the transfering around to different departments (although if you can provide me with the names of the reps you spoke with I will be more then willing to 'look into this for you') but, as with any phone tree for ISP's, there are usually only 3 options to select.
1)Technical Support (handles technical issues *obviously*)
2) Customer Service (handles billing and account maintenance - cancelling would be account maintenance)
3) Sales (obviously handles the setup of new accounts)
Each of our 3 divisions has access to different databases (to streamline the 'customer experience' by letting reps focus on specifics).
As for the hold time - I have a LCD display that allows me to see how long someone has been on hold. For the past month now our hold time hasn't been over 10 minutes in customer service (if you call during peak hours *8am-5pm PST respectively). If you call after of before peak hours our hold time is next to nothing (if we even have a hold time at that) Our Tech support line hasn't had a hold time for at least 3 months now.
As for account verification - we accept the last 4 digits of your credit card, calling the account holder back at the phone number listed on the account, a secret word (which the user sets up at time of initial signup), or the last 2 characters of the password (after which the user would be required to setup a secret word).
I can't speak for AOL on these matters (for obvious reasons)