Internet Service Providers - MindSpring MindSpring & Covad

Mindspring and Covad

MindSpring

Sent To: (sent my message poster. unsure of address used)

From: Waymon Drummond Email User

Date: Wednesday, May 31, 2000 04:47 PM

5/31/2000 4:47:52 PM

To whom it may concern: I am writing this e-mail to inform the interested parties of the horrible service I recieved from Covad and Mindspring. I first ordered my DSL service through Mindspring nearly two months ago. It took nearly two weeks to get any sort of response, and only got someone out to install my loop and DSL connection in my home after many calls. After the phone company installed the loop and line, I thought I would have the DSL service in no time. This was not the case. After hearing nothing for about two weeks, I called Covad to see what the problem was. They informed me that something was wrong with the loop, and that they would have to get the phone company back out to re-install it. A week and a half later, someone came to my home from the phone company, and told me that she was effectively doing an unnecessary and duplicate installation. I called Covad again, and set up a delivery and installation time for my DSL equipment. I told them the hours that I work and go to school, and that it would have to be scheduled between those times, and that I would get a specific time and date within 24 hours. Two days later, I recieved an e-mail that told me my installation would be on Tuesday, 5-31-00, between the hours of 8AM and 12PM. I had specifically asked the dispatcher to schedule the installation between the hours of 2PM and 6PM. I called dispatch back, and informed the person I spoke with about this, and she agreed to change it. I got an e-mail later that day saying my installation was confirmed for 5-31-00 between 12PM and 5PM, again not the times I specified. I again called and informed the person I spoke with about this, and she set up the appropriate time. Today, 5-31-00, I got home at 2:10 PM, waited until 2:40 PM, and nobody had called or come. I called the dispatch center again to check on the times. I was told that yes, I did have a installation scheduled, and that it was for between 12PM and 5PM. Notice that these are again not the times I specified. Luckily the technician had not come yet, and she spoke with him and he told her he was twenty minutes away. An hour passed by, and I wondered where he was, so I AGAIN called dispatch. The person I spoke with called the technician back, and he told her he was stuck in traffic, and it would be twenty more minutes. As of now, fourty minutes have elapsed since the last phone call and my writing this e-mail, and I am still waiting for the technician to arrive. I have to be at school at 6:00 PM, and it is 4:50 PM. I am quite dissapointed in this company, and its efforts for customer service. When I asked for contact information, nobody could give me any specific information, and either said they couldn't help me, directed me back to customer care, or directed me to a web site, and in one case, put me on some sort of permanent hold, until I hung up. I am directing this letter to all e-mail addresses I could find for this company, and I will call the Covad home office for Dallas, and direct my complaints there. This is also going to be sent to Benjamin Dover, where he will hopefully read my complaint on his radio talk show on Big 570. I will also inform everyone else I know about Mindspring and Covad's incompetence. Thank you for your time, Waymon Drummond