Awhile back, I mentioned that my parent's ISP, which had been bought, had been bought by Earthlink. When Onemain bought Lightspeed, the transition was nice and smooth, without so much as a change of settings required.
But then Earthlink came along, and I am so less than impressed with the way this second transition is being handled. First of all, they emailed instructions about what the new PPP login would be. Um, it's a good thing my family checks their email often, I think.
But that's barely the ridiculous part that angers me: Under Lightspeed, and subsequently Onemain, my parents paid $24.95 a month, got unlimited dial up access, and got five email addresses (all five of which, I should note, are used regularly (me, mom, dad, brother, family)). Okay, fair enough.
So then onemain/earthlink/whoever sent out a transition email to their customers, informing us that the plan that best fit our needs was the "Earthlink Light" plan. Quick summary of the earthlink light plan: $6.95 a month for six hours of online time, plus $1 for every additional hour, and 1 email address.
Um.
A quick check reveals the "Earthlink Unlimited" plan, which clocks in at $21.95 a month for unlimited access and 8 email addresses. Lightspeed only ever offered that one plan, and hence, anyone who was ever a Lightspeed customer going through this transition should have been given the Unlimited plan by default, with an option to downgrade if so desired, instead of being autofuckingmatically downgraded. Heck, the Earthlink unlimited plan actually features more email addresses for $3 less a month.
Besides the fact that we clearly have five email addresses that the Light plan doesn't support, my brother is online more than I am. My parents probably would have paid more for online access for a month than they pay for rent.
I can't fathom what kind of moron planned this transition, unless it was some guy who was trying to figure out how to make the Onemain purchase pay for itself in a single month. And then when everyone bitched, they could just say "Oh, we emailed you what we were doing. But we'll fix it now. But you still have to pay, because you didn't get your account changed at the time."
I'm only tangentially involved in this, and it just makes me whistling mad. I can only imagine how all the old school Lightspeed customers feel. So much for support and service. Apparently it's all about "How can we fuck over our customers?"
And the worst worst part is that of the national ISP's (including AOL, MSN, Earthlink, et cetera), I by far like Earthlink the best.
I fear.