I ordered an SDSL line from Earthlink on 4/30. I told the salesperson that I wouldn't be ready until 6/15. He said to place the order now because it would take several weeks to install.
I received a confirmation email, posted here:
Description Date Amount Description / Note Inv Date
--------------- -------- ----------- ------------------ --------
Business DSL In 06/14/02 724.00
SDSL Router Dis 06/14/02 100.00cr
Future Charges 624.00
DSL Business 144K recurring charges of $129 will begin on 06/14/02 or upon date of first usage.
8 IP addresses recurring charges of $0 will begin on 06/14/02 or upon first usage of access service.
Before the installation I emailed my salesperson asking to increase the bandwith to 384. The email was not acknowledged. Covad came out and installed a 144 service.
I called customer service, explained that I had asked for the increased band width but that they had installed the 144. The customer service rep told me that there would be a $90 charge to change the service. I asked to speak to a manager. They told me that they would have the manager call me back within 24 hours. No one called.
Three days later I called Customer Service, again explaining the situation. In the course of our conversation the customer service person indicated that my charges had started. I told her that I had an email stating that the charges would start on 6/15 or the date of first usage, and that I had clearly told the salesperson that I would not be ready to go live until at least 6/15, but that he had told me to get the order in because they had to prep the line. She said that that was true, but that the day they install the router is the date of first usage.
I told her that I was having second thoughts about doing business with Earthlink. She said that if I wanted to cancel she would wipe out the installation charges and they would only charge me a $300 disconnect fee. I asked for her manager's name. "Ken", she said. But she explained that if I talked to him he would charge me the full amount. She said she was trying to "be nice" but that if I was going to argue with her she'd just charge me the full amount.
I said fine, let me talk to him. She said she would have him contact me in 24 hours. I told her that they had said that before and nothing happened. I asked for an email address. She said that she was not allowed to give out personal information. I asked for her name. "Andi, with an 'i'", she said. I asked for the last name, she said she didn't give out her last name.
I asked her if there was any way to resolve the issue tonight, she said "no", that she would have someone call me in 24 hours.