Chat from 9/17/2006
This was my first contact with Earthlink after I received
reports that emails sent to my domain address were being bounced back to the
sender.
Welcome to Earthlink LiveChat. Your chat session will begin shortly. p
Not at home and you want to read your email? With EarthLink Web Mail you
can check your email from any computer with an internet connection! /p
COMMENT BY info on Sep 17 2006 10:00:06:000AM
Please wait for a site operator to respond. While you are waiting, please feel
free to begin typing your issue in the box below. Try to be as descriptive as
possible. Once an operator responds, click SEND to transmit what you have
typed. p Not at home and you want to read your email? With
Earthlink Web Mail you can check your email from any computer with an Internet
connection! /p
COMMENT BY info on Sep 17 2006 10:02:06:000AM
Please wait for a site operator to respond. While you are waiting, please feel
free to begin typing your issue in the box below. Try to be as descriptive as
possible. Once an operator responds, click SEND to transmit what you have
typed. p Not at home and you want to read your email? With
Earthlink Web Mail you can check your email from any computer with an Internet
connection! /p
COMMENT BY info on Sep 17 2006 10:02:33:000AM
'George K' says: Thank you for contacting EarthLink LiveChat, how may I help
you today?
COMMENT BY johngoddin@earthlink.net on Sep 17 2006 10:05:39:000AM
You host my site, goddinrealestate.com. All mail sent to @goddinrealestate.com
should go to johngoddin@earthlink.net. Right now, mail sent to john@goddinrealestate.com
is returned as undeliverable. Mail to johngoddin@earthlink.net or other @goddinrealestate.com
addresses appears to be unaffected
COMMENT BY rep George K (os53-guttaventa) on Sep 17 2006
10:05:42:00
You are chatting with an EarthLink LiveChat representative. Is there something
I can help you with?
COMMENT BY rep George K (os53-guttaventa) on Sep 17 2006
10:05:52:00
I am sorry, please ignore the above message.
COMMENT BY rep George K (os53-guttaventa) on Sep 17 2006
10:06:27:00
Please let me know the password for john@goddinrealestate.com
mailbox.
COMMENT BY johngoddin@earthlink.net on Sep 17 2006 10:06:53:000AM
DELETED
COMMENT BY rep George K (os53-guttaventa) on Sep 17 2006
10:07:51:00
I sincerely apologize for the inconvenience caused to you in this regard.
COMMENT BY rep George K (os53-guttaventa) on Sep 17 2006
10:07:55:00
I am sorry to inform you that there is a known issue going on with our Mail
servers.
COMMENT BY johngoddin@earthlink.net on Sep 17 2006 10:08:27:000AM
and?
COMMENT BY rep George K (os53-guttaventa) on Sep 17 2006
10:08:43:00
Many other customers also have this issue. Our Engineers are working on this
issue and it should be fixed very soon.
COMMENT BY rep George K (os53-guttaventa) on Sep 17 2006
10:09:01:00
I am going to update the Ticket once again and make sure that this issue is
resolved at the earliest.
COMMENT BY rep George K (os53-guttaventa) on Sep 17 2006
10:09:09:00
I assure you that the Servers would start functioning properly within the next
few hours.
COMMENT BY johngoddin@earthlink.net on Sep 17 2006 10:09:11:000AM
What about all of the emails being sent to me?
COMMENT BY rep George K (os53-guttaventa) on Sep 17 2006
10:09:28:00
You will be able to get those email once the servers are up.
COMMENT BY johngoddin@earthlink.net on Sep 17 2006 10:10:04:000AM
But they are being returned to the sender as undeliverable.
COMMENT BY rep George K (os53-guttaventa) on Sep 17 2006
10:10:40:00
In such cases, senders will have to re-send those email.
COMMENT BY johngoddin@earthlink.net on Sep 17 2006 10:12:38:000AM
That is extremely bad. That will have an extreme negative impact on my
business and is unacceptable service. What do you intend to do to compensate
for this loss and make sure it does not happen again?
COMMENT BY rep George K (os53-guttaventa) on Sep 17 2006
10:13:49:00
I would forward this information to our Engineers and put a request to take
care of this issue and not to repeat it in future.
COMMENT BY rep George K (os53-guttaventa) on Sep 17 2006
10:14:08:00
In order to get credit in this regard, please give us a call at the following
number.
COMMENT BY rep George K (os53-guttaventa) on Sep 17 2006
10:14:20:00
EarthLink's Business Services Departments can be reached at (800)
955-018 /
COMMENT BY johngoddin@earthlink.net on Sep 17 2006 10:16:25:000AM
I find this very disappointing. I will likely have to spend considerable time
on the phone on hold to be told you can't do anything for me. I would like you
to escalate my complaint to the executive level and have someone call me. I
will also be looking into more reliable companies for my business.
COMMENT BY rep George K (os53-guttaventa) on Sep 17 2006
10:18:32:00
I am sorry to inform you that it is not possible to arrange a Callback in this
regard.
COMMENT BY johngoddin@earthlink.net on Sep 17 2006 10:19:01:000AM
Is your supervisor available?
COMMENT BY rep George K (os53-guttaventa) on Sep 17 2006
10:19:45:00
Yes, please hold on while I transfer this chat to my Supevisor.
COMMENT BY info on Sep 17 2006 10:20:56:000AM
Please wait while I transfer the chat to 'Clifford A'.
COMMENT BY info on Sep 17 2006 10:20:57:000AM
'Clifford A' says: Thank you for contacting EarthLink LiveChat, how may I help
you today?
COMMENT BY rep Clifford A (os-ahmedq) on Sep 17 2006
10:21:20:000AM
Hello, I see you've already been chatting. Please give me a moment so I can
read the previous chat and pick up where you left off.
COMMENT BY rep Clifford A (os-ahmedq) on Sep 17 2006
10:22:33:000AM
Thank you for being on hold.
COMMENT BY rep Clifford A (os-ahmedq) on Sep 17 2006
10:23:03:000AM
I understand your concern regarding @goddinrealestate.com mailbox.
COMMENT BY rep Clifford A (os-ahmedq) on Sep 17 2006
10:23:27:000AM
I also see that senders are getting a bounced back message while trying to
send email to john@goddinrealestate.com mailbox.
COMMENT BY johngoddin@earthlink.net on Sep 17 2006 10:23:39:000AM
I find both your service and support unacceptable - please see above. i would
like full real names and locations of you and above rep. I intend to escalate
my complaint to the highest level and spread the word to as many other
potential customers as posssible regarding your unreliable service. I also
intend to change vendors.
COMMENT BY johngoddin@earthlink.net on Sep 17 2006 10:24:27:000AM
You have lost many emails that will negatively affect my business!
COMMENT BY rep Clifford A (os-ahmedq) on Sep 17 2006
10:25:02:000AM
Please be informed that there is a known issue going on with our mail servers
as of now.
COMMENT BY johngoddin@earthlink.net on Sep 17 2006 10:25:36:000AM
Please provide me with the information I requested so that I may move on.
COMMENT BY rep Clifford A (os-ahmedq) on Sep 17 2006
10:26:15:000AM
His name is George Kin and we are from India.
COMMENT BY johngoddin@earthlink.net on Sep 17 2006 10:26:17:000AM
The known issue is the problem. Your service is unreliable.
COMMENT BY johngoddin@earthlink.net on Sep 17 2006 10:27:23:000AM
Is that his real name and what is yours? Who is your boss and how do I reach
them? Please provide phone number to CEO's office.
COMMENT BY rep Clifford A (os-ahmedq) on Sep 17 2006
10:28:26:000AM
You can contact our Head Office people at 1-404-815-0770 (8:30
a.m.?5:30 p.m. ET, Monday?Friday) /
COMMENT BY johngoddin@earthlink.net on Sep 17 2006 10:29:36:000AM
Your real name, supervisors name and contact info?
COMMENT BY rep Clifford A (os-ahmedq) on Sep 17 2006
10:30:06:000AM
I am sorry, we are not authorized to give out the contact information.
COMMENT BY rep Clifford A (os-ahmedq) on Sep 17 2006
10:30:27:000AM
You can use Clifford A to refer to me.
COMMENT BY johngoddin@earthlink.net on Sep 17 2006 10:31:18:000AM
You refuse o identify yourself to me? Is George Kin real name of previous rep?
COMMENT BY rep Clifford A (os-ahmedq) on Sep 17 2006
10:31:34:000AM
Yes, it is.
COMMENT BY johngoddin@earthlink.net on Sep 17 2006 10:32:12:000AM
Why will you not identify yourself? Is your supervisor available?
COMMENT BY rep Clifford A (os-ahmedq) on Sep 17 2006
10:33:18:000AM
No, I am sorry about it.
COMMENT BY rep Clifford A (os-ahmedq) on Sep 17 2006
10:33:45:000AM
Please call us at the above number for further information in this regard.
COMMENT BY johngoddin@earthlink.net on Sep 17 2006 10:34:26:000AM
Your service and your support are very bad. I will make this known to the
CEO's office
COMMENT BY rep Clifford A (os-ahmedq) on Sep 17 2006
10:34:56:000AM
Thank you for using EarthLink LiveChat. Should you need further assistance,
please contact us again.
Phone conversation with Jim Barrett 10/6/2006
After receiving more reports of bounced emails, I contacted
Jim Barrett in Earthlink's executive relations office. Mr. Barrett informed me
that there were no current problems with email, and that the only way he could
help me was if I could provide headers off of bounced emails, which obviously I
didn't have since I never got the emails.
Chat from 10/20/2006
After many more reports of bounced emails and also reports
that emails that I had sent were never received, I had the following chat.
info: 'Shelby M' says: Thank you for contacting EarthLink LiveChat, how may I
help you today?
johngoddin@earthlink.net: I have been having a lot of problems with my email,
both sending and receivingf.
Shelby M: I will assist you in this regard.
Shelby M: let me know the email address on which you have issue.
johngoddin@earthlink.net: my email is johngoddin@earthlink.net. All emails
sent to my domain, goddinrealestate.com, are directed to that address as well.
Emails I send are not received and are not being bounced back. Emails sent to
me are bounced back to sender. These problems seem sporadic and unpredictable.
Shelby M: I will assist you in this regard.
Shelby M: I sincerely apologize for the inconvenience caused.
Shelby M: I am sorry to inform you that I was just updated by our supervisor
that there are some intermittent issues with the servers many customers are
coming up with the same issue.
Shelby M: We made aware of the issue to our engineers and they are working on
the issue.
Shelby M: I will add your domain name to the Ticket raised in this regard.
johngoddin@earthlink.net: How long has this been going on?
Shelby M: The issue was escalated yesterday,
Shelby M: The issue will be resolved with in 24-72 hours
johngoddin@earthlink.net: It seems to me it has been happening for the last
several weeks.
johngoddin@earthlink.net: How will i know when it has been fixed?
Shelby M: You will receive an email once the issue is resolved.
johngoddin@earthlink.net: I addressed this issue with
earthlink a couple of weeks ago. How long has it been happening?
Shelby M: The ticket number is SE01675939
Shelby M: It has been updated yesterday.
johngoddin@earthlink.net: I find your level of service to be unacceptable
since this problem has been happening for some time, you have been made aware
of it, and it has not been corrected.
Shelby M: I would like to inform you that the issue will
be resolved with in 24-72 hours
johngoddin@earthlink.net: You have been of very little help!!!
Shelby M: I sincerely apologize for the inconvenience caused.
Shelby M: Is there anything else I may assist you with today?
johngoddin@earthlink.net: Yes, please find all my emails that have been lost
due to earthlink incompetence.
Shelby M: You will get all the email messages as they are on the server queue
Shelby M: Once the issue is resolved you will receive all the email messages.
johngoddin@earthlink.net: What about ones I have sent that have never been
received.
Shelby M: They will also be delivered as all the email messages are being
stored in the server queue
johngoddin@earthlink.net: Can you guarantee that?
Shelby M: I can assure that the email messages will be deleivered once the
issue is resolved.
johngoddin@earthlink.net: And none will be lost, you asssure me of that?
Shelby M: If the email is on the server queue it will not be lost if the email
is bounced back to the sender then the email will not be there on the server.
Shelby M: I can assure you that the email present on the server will be
delivered.
johngoddin@earthlink.net: But you do not know what is on the server. It seems
to me that I could have lost an untold number of emails over the last few
weeks due to earthlink incompetence. I reported this problem two weeks ago to
a member of the executive response team. Why was no action taken then?
Shelby M: I would like to inform you that as the issue is with many customers
it was raised earlier and was resolved and again from yesterday many customers
are coming with the same issue so we have escalated the issue with the updated
information. The new Ticket number is given above
johngoddin@earthlink.net: So you have never fixed the problem?
Shelby M: I was updated by our supervisor that none of the email will be
missing due to down time
johngoddin@earthlink.net: I have no confidence in your company. You have no
credibility!
johngoddin@earthlink.net: I would ask you to email me a transcript of this
chat, but it seems unlikely I would get it.
Shelby M: Sure let me know the email address where to send the email.
johngoddin@earthlink.net: Since your servers don't work I won't get it!
Shelby M: Please let me know the earthlink email address so that I will send
that.
Shelby M: You will be able to receive email to your earthlink email address
Shelby M: Are you with me?
info: Please wait while I transfer the chat to 'Clifford A'.
info: 'Clifford A' says: Thank you for contacting EarthLink LiveChat, how may
I help you today?
Clifford A: It appears that you have been away from your computer for an
extended time or that your questions have already been answered.
To assist another customer that has been waiting, I needed to close our chat
conversation. I apologize for any inconvenience. If you have another
question or two, please contact us again. EarthLink's LiveChat Technical
Support Department can be reached from the Support By Chat link at http://support.earthlink.net.
Thank you for using EarthLink LiveChat.
Chat from 10/22/2006
Chat Information 'Felix M. ' says: Thank you for contacting
EarthLink LiveChat, how may I help you today? <
johngoddin@earthlink.net:
Can you tell me the status of ticket SEO1675939
Felix M. : Let me check this for you. Felix M. : Please
hold on while I provide you the information. Felix M. : Thank you for staying on
hold. Felix M. : I am sorry to inform you that the problem associated with the
above ticket number is still going on.
>johngoddin@earthlink.net: Please explain the exact
nature of the problem
Felix M. :
Sure. Felix M. : Delaying in receiving email is the problem. And SEO1675939 is
the global ticket raised while our engineers are working on it.
>johngoddin@earthlink.net: How long has this problem
been going on? How many similar problems have you had in past 6 months?
Felix M. : I can understand your concern. However, please
be informed that our engineers are working diligently on it and trying to
replace the email servers with the enhanced servers that these kind of problems
can be avoided in future.
>johngoddin@earthlink.net: Please answer my questions.
Felix M. : Sure. Felix M. : The problem with email latency
has been going on for a week.
>johngoddin@earthlink.net: Why were your customers not
informed about this issue?
Felix M. : As the problem was occurred only within certain
areas, it was not informed to all the customers.
johngoddin@earthlink.net: It affects me. Why was I not
informed?
Felix M. : Our
engineers did not estimate that this would take longer time to fix the issue.
This is the reason it was not informed to our customers.
>johngoddin@earthlink.net: It has been going on for a
week. Certainly that is long enough to inform customers. How many times in the
past 6 months have you had similar problems?
Felix M. : EarthLink did not had any such problems with the
servers in past 6 months.
>johngoddin@earthlink.net: My records indicate a similar
problem 9/17/2006, and I have a transcript from a chat session from earthlink to
prove that. How can I find out an accurate record of your email service
problems?
Felix M. : You can get the accurate records of email
service problems by calling our high level technicians on phone. Felix M. : Our
Web Hosting Technical Support team can be reached at: 800-955-0186 (24 Hours / 7
Days a Week).
johngoddin@earthlink.net: When do you expect the current
problem to be resolved?
Felix M. : Once you call at the above given phone number,
our high level technicians can provide you the exact time frame by which the
current problem will be resolved.
>johngoddin@earthlink.net: Why did you give me incorrect
information when I asked you about previous problems?
Felix M. : I am sorry for any confusion, EarthLink did not
had this type of problems(like the current one) with email servers in last few
months.
>johngoddin@earthlink.net: Please send me a transcript
of this chat.
Felix M. :
Okay. Felix M. : Is there anything else I may assist you with today?
>johngoddin@earthlink.net: No.
Felix M. : Thank you for using EarthLink LiveChat. Should
you need further assistance, please contact us again
After above chat I called the number
provided and had a conversation with Vanessa, web site hosting technical
supervisor in Manilla, The Phillipines. Vanessa was very hard to understand both
because of her difficulty with English and heavy accent, but also because her
phone connection made her sound as if she were in a barrel. She informed me that
the email problem had been happening intermittently since early September and
they expected it to take several weeks to resolve. She offered me credit for two
months of hosting charges and many apologies. She declined to comment on why
Earthlink reps had given me incorrect information or why they did not inform
their customers about the problem.
2nd chat from 10/22/2006
info: 'Felix M. ' says: Thank you for contacting EarthLink LiveChat, how may I
help you today?
johngoddin@earthlink.net: Are you currently experiencing any problems with
email?
Felix M. : As of now, there is no problem with email for EarthLink email
addresses.
johngoddin@earthlink.net: You have no known problems with emails at earthlink
right now?
Felix M. : Let me know if you are experiencing any problem.
johngoddin@earthlink.net: My question is, are there any current problems with
email that Earthlink is aware of?
Felix M. : No, there are no problems with email servers at EarthLink.
johngoddin@earthlink.net: Why is email I send not being delivered? Why are
emails to me being returned to sender?
Felix M. : Please let me know the exact error message that you are receiving
while trying to send email.
johngoddin@earthlink.net: I do not get an error message. The recipient never
receives the email.
Felix M. : Let us check it.
Felix M. : Please try to send a test email to me at : test-email@earthlink.net.
Felix M. : Let me know once you have sent it.
johngoddin@earthlink.net: Please do. What will you do and when will I find out
what you have done?
Felix M. : Did you send email at above provided email address?
johngoddin@earthlink.net: I have sent you a test. You are not aware of any
known problems with email?
johngoddin@earthlink.net: I sent email to above address.
Felix M. : Thank you.
Felix M. : Let me check it.
Felix M. : Perfect !
Felix M. : I have received your email with subject as " test".
Felix M. : It confirms that there is no problem at your end with sending or
receiving email.
johngoddin@earthlink.net: No, the problem is intermittent> Are there any
known problems with emails at Earthlink?
Felix M. : There are no problems with email as we are aware of.
Felix M. : However, I will report this to my supervisor so that our engineers
can investigate it.
Felix M. : I regret for any inconvenience caused to you earlier.
johngoddin@earthlink.net: I have been told that there has been an problem on
going for over two months with emails not being delivered intermittently. Is
this true?
Felix M. : I am sorry for any miscommunication, there were no such prolonged
issues with email service.
johngoddin@earthlink.net: So you are telling me that there is no on going
problem with emails and that your customeers should expect that all emails to
have been properly delivered for the past two months. Is that correct?
Felix M. : Yes. For EarthLink email addresses there were no such problems.
johngoddin@earthlink.net: How about for domains?
Felix M. : Do you have a domain hosted through EarthLink?
johngoddin@earthlink.net: Have you had any problems with mail associated with
domains?
Felix M. : Yes. We have had problems with email server for domains hosted
through EarthLink.
johngoddin@earthlink.net: Why didn't you tell me that when Iasked if there had
been problems with email?
Felix M. : I said, " there are no problems with email servers at
EarthLink."
Felix M. : For EarthLink email addresses there were/are no problems with email
service.
johngoddin@earthlink.net: I specified web hosting when I signed up for this
chat. You said "...no problems with email servers at Earthlink."
Where are the servers that are having problems.
Felix M. : The email problems are associated with domains hosted on Windows
based platform. And latency in receiving email on Unix based platform.
Felix M. : It has been set to highest priority and a global ticket has been
raised to address this issue. I assure that it will be resolved soon.
Felix M. : Our engineers are working diligently to fix it.
johngoddin@earthlink.net: Are these earthlink servers?
johngoddin@earthlink.net: Are these earthlink servers?
Felix M. : Yes, they are EarthLink servers for hosted domains.
johngoddin@earthlink.net: Where are you located? Is Felix M. your real name?
Felix M. : I am located at India. Yes.
Felix M. : Our headquarters at at Atlanta, GA.
johngoddin@earthlink.net: I had a chat earlier with someone also named Felix
M. Was that you?
Felix M. : It might be me, however I cannot confirm it as we have support
centers located all over the world.
johngoddin@earthlink.net: Please send me a transcript of this chat.
Felix M. : Okay.
Felix M. : Is there anything else I may assist you with today?
johngoddin@earthlink.net: No, thank you.
Felix M. : You're welcome and thank you for using EarthLink LiveChat. Should
you need further assistance, please feel free to contact us again.
Chat from 10/23/2006
info: 'Glen J' says: Thank you for contacting EarthLink LiveChat, how may I
help you today?
johngoddin@earthlink.net: I have been told that emails being sent to my domain
(goddinrealestate.com) are being bounced back to the sender and that emails I
have sent are arriving very late or not at all.
Glen J: Yes. Some of the customers were facing the similar issue and it is
intermittent. Our engineers are aware of it and almost resolved the
issue. I am escalating your issue to our engineers. We apologize for the
inconvenience caused to you. Once again, I will ensure
that it will solve with in next 5 - 6 hours.
johngoddin@earthlink.net: How long has this problem been occurring?
Glen J: It is occurring from the past 2 - 3 days.
johngoddin@earthlink.net: It has not happened before the last 2-3 days?
Glen J: No, there is not such problem before 2 -3
days. But, this is problem is intermittent only.
johngoddin@earthlink.net: Can you please describe the exact nature of the
problem?
Glen J: Sure.
Glen J: 1. There is a delay in receiving the email to Domain accounts.
Glen J: 2. Some of the customers getting 550 error. It means that the email is
bouncing back to the sender.
johngoddin@earthlink.net: Please give me detail on what the problem is
regarding email sent to me, and separate detail regarding email I send.
Glen J: I am sorry for the confusion. Please be more specific regarding your
question.
johngoddin@earthlink.net: What happens to email sent to me?
Glen J: Those email will bounce back to the senders.
johngoddin@earthlink.net: What happens to email I send.
Glen J: They will leave normally.
johngoddin@earthlink.net: I have reports of emails that I have sent not being
delivered. You are aware of no problems with outgoing mail?
Glen J: Yes, I am sure that there are no problems with Outgoing email.
johngoddin@earthlink.net: I have several reports that contradict what you are
saying, can you please investigate?
Glen J: Sure. Please send those reports to openrealy@abuse.earthlink.net
Glen J: They will investigate and send an email.
johngoddin@earthlink.net: How many emails being sent to me are being bounced
back to the sender?
Glen J: There is not particular report in this category.
johngoddin@earthlink.net: I have experienced this
problem since at least Sept 17, 2006. Are you sure it has only been happening
for 2-3 days?
Glen J: Yes, I am sure that this is happening from past
2 -3 days.
johngoddin@earthlink.net: You are sure there were no problems before that?
Glen J: Yes. I am pretty sure.
johngoddin@earthlink.net: I have a chat transcript from Sept 17 identifying
this problem. Are you still sure?
Glen J: It was happened on that time and also rectified.
Glen J: But, it is happening again from past 2 -3 days.
johngoddin@earthlink.net: Please give me a history. When did the problem first
occur, when was it fixed, when did it happen again, etc.?
Glen J: It was happened in the month of September and it is Intermittent. Some
of the customers only got this problem.
Glen J: It was rectified in the same month.
johngoddin@earthlink.net: Please provide dates as to when problem discovered
and when corrected.
Glen J: Okay.
Glen J: Please wait for a while.
Glen J: I will assist you after verifying your account.
Glen J: For account security, could you please verify the Security word?
johngoddin@earthlink.net: I do not understand your question.
Glen J: For account security, could you provide me the last 4 digits of your
credit card?
Glen J: In order to provide the details, I need to verify your account.
johngoddin@earthlink.net: DELETED are the last 4 digits of my web hosting
account credit card
Glen J: The hint for security word is your Fathers Middle name.
Glen J: I am sorry. Please ignore the last statement.
Glen J: Thank you for providing the verification of your account.
Glen J: The bounced back email problem occurred on September 16th and solved
on September 26th . Again started on 16th October and not yet resolved.
johngoddin@earthlink.net: You told me the problem had been happening for 2-3
days. Why did you give me incorrect information.
Glen J: I apologize for the inconvenience.
Glen J: I contacted my supervisor and I got this information.
Glen J: Do you want to speak with my supervisor?
johngoddin@earthlink.net: Yes
Glen J: Okay, I will transfer you to my supervisor.
info: Please wait while I transfer the chat to 'Dan M'.
info: 'Dan M' says: Thank you for contacting EarthLink LiveChat, how may I
help you today?
Dan M: Hi, John Goddin. I am the Supervisor.
Dan M: Give me few minutes while I review the chat conversation. .
Dan M: Thank you for waiting.
Dan M: I regret the service you have received so far.
Dan M: Can I know the bounce message the sender's are getting?
Dan M: In the meantime I will also send a test email to your domain
account
Dan M: Let me know the email address you are having the issue with
johngoddin@earthlink.net: please wait. I am on the phone
Dan M: Sure, I will be waiting.
johngoddin@earthlink.net: i am still on the phone, please be patient
Dan M: No problem,
johngoddin@earthlink.net: The email adress I am having a problem with is
anything addressed to goddinrealestate.com
johngoddin@earthlink.net: Please tell me why Glen J. told me this problem was
only in last 2-3 days when it has been going on since Sept 16 at least?
Dan M: Can I know the bounce message any sender is getting?
johngoddin@earthlink.net: Since I do not receive these messages, I do not have
that information. Please explain why I was told problem is only in last 2-3
days when Earthlink has known of it since at least Sept16.
Dan M: Let me send a test email to your account.
Dan M: Can I know the email address that you use regularly?
johngoddin@earthlink.net: Please respond to my question.
Dan M: Well we resolved it earlier on but we got the issue again this
time.
johngoddin@earthlink.net: I have had continuos problems since September and
reported them as well on October 6 in phone conversation with Jim Barreett in
executive response office. Why was I told problem was only 2-3 days and then
later told latest episode since at least Oct 16.
Dan M: I regret for any miscommunication given to you if any.
Dan M: We are having Intermittent issues with it.
johngoddin@earthlink.net: Do you feel that I was given incorrect information?
Dan M: No, we will not give any incorrect information to any of our customers.
johngoddin@earthlink.net: So when I was told this problem was only for past
2-3 days, that was not incorrect?
Dan M: As it has reoccurred, the representative might have told you
about the current issue.
johngoddin@earthlink.net: He later told me current issue since Oct 16. So was
2-3 days incorrect?
Dan M: I apologize for this inconvenience. I will ensure that you do not get
any incorrect information.
Dan M: I will check this out for any incorrect information given to you.
johngoddin@earthlink.net: Please answer -was 2-3 days incorrect and why was I
told that?
Dan M: The issue with the "550 User Unknown"
actually started at 11th Sep '06. Later it was starting to get effected
at Oct 5th '06
johngoddin@earthlink.net: Why was I told 2-3 days?
Dan M: We were having not many issues 2-3 days earlier. It all restarted to
effect other customers on 5th October '06
johngoddin@earthlink.net: I asked today how long and was told 2-3 days. You
have been aware since at least October 5. Why was I told 2-3 days?
Dan M: I am sorry for the incorrect information given you.
johngoddin@earthlink.net: Why was I given incorrect information?
Dan M: It was because we were starting to get issues related to 550 2-3 days.
Dan M: If you were incorrect information then I am very sorry about it.
johngoddin@earthlink.net: You just told me that you have been aware of this
problem since at least Oct 5. Why was I told 2-3 days?
Dan M: I will take up this issue with the representative who told you that it
was 2-3 days.
johngoddin@earthlink.net: Please answer the question - why was i told 2-3 days
when Earthlink knew it had been much longer? Where did the rep get his
information from?
Dan M: Yes, in order to provide the exactly, I need to first check with the
representative
Dan M: Then only I can inform you the reason.
Dan M: I am sorry that I cannot inform you now.
johngoddin@earthlink.net: Please check with him and respond.
Dan M: Well, I need to minimum 24 hours to check it, I will send you a
email once I get the information.
johngoddin@earthlink.net: Reliable email is extremely important to me.
Earthlink has been aware of these issues that have lasted for weeks if not
months. Why have you not informed your customers of these problems?
--------------------------------------------------------------------------------
johngoddin@earthlink.net: I was just chatting with a supervisor named Dan M
and was cut off. I would like to be reconnected to Dan M please.
Shelby M: I will assist you in this regard.
Shelby M: Please give me a moment.
Dan M: Hi John. I am sorry that we got disconnected.
Dan M: We always post any issues on the Network Page and we will send a email
to all the customers who are effected with the issue once we come to know that
it is effecting all the customers.
Dan M: I regret that the quality of service you received recently did not
reflect the quality we strive for and appreciate your taking the time to let
us know of your experience. It is candid feedback such as yours that helps us
find new ways to improve our service offerings.
Dan M: Providing customers with superior technical support is a standard we
feel is important.
Dan M: I apologize for not maintaining that standard during your recent
encounter with our technical support representatives.
Dan M: Please be assured that customer satisfaction is very important to us.
Once again, I apologize for any inconvenience you may have experienced and
appreciate your patience and cooperation with respect to the existing.
johngoddin@earthlink.net: Please send me atranscript of our previous chat.
Please give me url to network page. I have been affeceted by this problem for
over 2 months and have never recived any notification from Earthlink. Why?
Dan M: Sure I will send the chat transcript to johngoddin@earthlink.net
Dan M: Below is the link for Network Status.
Dan M: I am sorry for all the inconvenience to you.
johngoddin@earthlink.net: Why have I not been notified of this problem?
Dan M: I have send the email to johngoddin@earthlink.net with the entire chat
transctript.
Dan M: I am sorry that you did not got the information about this.
johngoddin@earthlink.net: Please tell me why I have not been notified about
this problem?
Dan M: If you have contacted us when the issue occurred then the
representative might have updated with the domain on the ticket
johngoddin@earthlink.net: Your network page does not show this problem. Why
not?
Dan M: I extremely apologize feel sorry for the inconvenience you have been
through
Dan M: I assure you that you will not get any incorrect information.
Dan M: Please click on the Misc Services and click on Web Hosting.
Dan M: You will see the issue listed there.
johngoddin@earthlink.net: When will this problem be correceted?
Dan M: It is of high priority and our engineers are working on it to resolve
the issue any time.
johngoddin@earthlink.net: Why should I remain an Earthlink customer?
Dan M: However, we do not have any estimated time.
Dan M: I am sorry, that a loyal customer has to face this situation.
Dan M: I am sure that once the issue is resolved, it will not happen again.
johngoddin@earthlink.net: Gary J told it would be corrected in 5-6 hours. Why
did he tell me this if you have no estimated time?
Dan M: Well, our engineers keep updating us and however, we will not be able
to tell you the exact time frame.
Dan M: I will ensure that Glen J does not provide any time frame in the
future.
johngoddin@earthlink.net: Why did Gary J tell me 5-6 hours?
Dan M: Well, there might have been update regarding this issue.
johngoddin@earthlink.net: Is there an update indicating resolution in 5-6
hours?
Dan M: Well we do not have any estimated time. But this is on the highest
priority and it will be resolved at the earliest.
johngoddin@earthlink.net: So why was I told 5-6 hours?
Dan M: I apologize. I regret for the same. We ensure that the issue gets
resolved at the earliest by ensuring that we update our engineers with the
domains being effected time to time.
johngoddin@earthlink.net: Why was I told 5-6 hours when that is not true? An
answer and not an apology would be appreciated.
Dan M: At that moment, we got the information that the server will be updated
and the issue will be resolved.
johngoddin@earthlink.net: At the moment I was told you expected it to be 5-6
hours and now you have no time frame?
Dan M: As the issue is not resolved after updating the server, our engineers
will take the next step in resolving the issue.
johngoddin@earthlink.net: This has been a recurring problem since Sept 11. Why
should I belive you are capable of fixing it and it will not happen again?
Dan M: We are getting to the root cause for it as to why it is happening again
and again.
johngoddin@earthlink.net: Please send me a transcript of this chat. I have
also had several other chats which I have requested transcripts of and have
not received, either due to them not being sent, or perhaps due to this
problem. Please send me transcripts of those chats as well.
After this chat I talked with Bob McNamara, executive relations
manager for Earthlink in Atlanta. Mr. McNamara started our conversation by
telling me he had read my chats (he mentioned 3, so I am not sure which 2 he was
missing), and thought I was resorting to browbeating and trickery to coerce and
twist information from his reps. He suggested that I should separate Earthlink's
legal obligation to inform their customers about the problems they were having
with their moral one. I told Mr. McNamara that I thought Earthlink customers
deserved to know that their email delivery was unreliable, had been since at
least September 11 and likely would be for at least several more weeks, and that
if Earthlink wouldn't tell them, I would. Mr. McNamara replied that doing so
would not be in Earthlink's best interest or mine
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Goddin Real Estate