12-03-2009, 02:27 AM
Before Earthlink set up authenticated SMTP I kept asking them if there was a way to send email using my email program via Earthlink when I was not connected to the internet via Earthlink. I went through several rounds of contact with Earthlink support where I specifically asked them not to bring up web mail, but to address my SMTP sending issue. Every time they kept bringing up web mail.
It certainly felt like they weren't reading my messages. In reality, the front line reps were probably answering the question exactly as they had been told to do. That's probably what happened to you.
If you can get it escalated, eventually you might find someone who can answer a question. But in my experience success at that is random. Big companies seem to insulate the people who really know what is going on from talking to customers. They have to decide to call you, after a problem has been bouncing around enough to get their attention.
- W
It certainly felt like they weren't reading my messages. In reality, the front line reps were probably answering the question exactly as they had been told to do. That's probably what happened to you.
If you can get it escalated, eventually you might find someone who can answer a question. But in my experience success at that is random. Big companies seem to insulate the people who really know what is going on from talking to customers. They have to decide to call you, after a problem has been bouncing around enough to get their attention.
- W