It looks like Earthlink has hired performance artists to staff its live online help department. Look at the fine job "Val P" did in pretending to be a gobbledegook-spewing support worker. Matt, who only wants Earthlink to send him a modem, says he has read it twice and still can't make sense of it.
Val P: I am sorry, but the tracking number is not generated yet.
Matt: WHAT?
Matt: This was supposed to have been shipped over
a week ago
Val P: The tracking number available is 1Z6R1W530240197995.
Matt: and it says that it was shipped or billed on
July 27
Matt: 2nd day air
Matt: it's Aug 9
Val P: Yes, you are correct.
Matt: well why hasn't it been shipped, this is
getting ridiculous
Val P: But the tracking number for the new modem is not generated. As
the shipping method is in 2 day, it should be generated in 2 days.
Matt: so it still hasn't been shipped?
Val P: I am sorry, it is not yet shipped.
Matt: why?????????
Val P: The request has been sent to the appropriate department to send
you the kit. I request you to wait for 2 days.
Matt: this is getting ridiculous, it has now been
almost a month since I had service and at least 2 if not 3 weeks since
the new modem was requested and supposed to have been shipped out
Val P: I am sorry for the inconvenience caused to you in this regard.
Matt: are you able to look up the trouble ticket
number on this complaint? i do not have it handy and would like to
discuss this over the phone with someone
Val P: Kindly hold on, while I check it.
Val P: Thank you for being on hold.
Val P: I see that a new request has been sent to the appropriate
department on 08/05/04 to send you the new kit. I suggest you to wait
for 2 to 3 days until you receive the kit.
Matt: an additional 2-3 days? from today?
Val P: No, it is from the date the request has been sent.
Matt: today is the 9th
Matt: 8/5 plus 2-3 days would be the 7th or 8th
Val P: Yes, you are correct.
Matt: so why isn't there a modem here, or at the
very least a tracking number?
Val P: I request you to wait for 2 days please as the request is
already sent.
Matt: so not from the 5th but from today
Val P: Yes please.
Val P: Let me know if you have any further issues to help you with.
