Submission + - Earthlink Says It Will Remove Ads At My Request
An anonymous reader writes: This is a fun one. It's almost too good to be true — because it probably is.
Today, Earthlink added a huge new ad position to its webmail page that dramatically shrinks the space available for actual display of messages. When I complained, a customer service rep in live chat promised that he would "escalate the issue" to "engineers" who would remove the ad for everyone! A transcript follows.
My question: what do you think the chances of this actually happening are? Can a CSR really change corporate policy on an important business issue on the basis of a single complaint? Or is it possible that mine was one of a deluge of complaints — and things really WILL change?
info: 'Adam' says: Thank you for contacting EarthLink LiveChat, how may I help you today?
XXXX@earthlink.net: I am very upset by the huge ad on the webmail page. It is so disruptive that I may have to cancel my account. Are these ads now a regular part of the page?
Adam: I apologize for the inconvenience caused. I'll do my best to help you.
Adam: I am can understand your concern.
XXXX@earthlink.net: Please answer my question. This huge ad takes up almost 20% of the page. Is it now a regular feature?
Adam: I am sorry to say that the ads are provided by our sponsors. This is the reason why you are getting the ads on the Web Mail page.
XXXX@earthlink.net: There have always been ads. But today's is huge. It's for FibreSUre. My question remains unanswered. I will now repeat it for a third time: Are these huge new ads now a regular opart of the page?
XXXX@earthlink.net: If so, Please advise procedure on account cancellation.
Adam: Please stay on hold while I check it.
Adam: Thank you for the time. I need to escalate the issue to our engineers. You will not face the issue again.
XXXX@earthlink.net: Please explain further. I do not understand your answer.
Adam: I mean I will escalate the issue to our engineers. They will check it and remove the ad from the Web Mail page and resolve your issue.
XXX@earthlink.net: You willblock the ads just for me? Or the big ads are a one time occurence for everyone?
Adam: I am sorry to say that all the customers are getting these ads. I will escalate the issue to our engineers. So, that tey will remove the ads for every one.
XXXX@earthlink.net: Fine. Thank you for your response. Can you email me a transcript of this chat for future reference?
Adam: I am sorry for the typo. I mean they.
Adam: Sure, please give me few minutes
XXXX@earthlink.net: Thank you. That resolves the matter.
Adam: I had emailed your the chat transcript.
Adam: Please check it once.
XXX@earthlink.net: Thank you again and goodbye.
Adam: You are welcome.
Adam: I apologize for the inconvenience caused.
Adam: Is there anything else I may assist you with today?
XXX@earthlink.net: No that's it. Thank you and goodbye.
Adam: You're welcome and thank you for using EarthLink LiveChat. Should you need further assistance, please feel free to contact us again.
Adam: Have a nice day.
Adam: Bye.
Today, Earthlink added a huge new ad position to its webmail page that dramatically shrinks the space available for actual display of messages. When I complained, a customer service rep in live chat promised that he would "escalate the issue" to "engineers" who would remove the ad for everyone! A transcript follows.
My question: what do you think the chances of this actually happening are? Can a CSR really change corporate policy on an important business issue on the basis of a single complaint? Or is it possible that mine was one of a deluge of complaints — and things really WILL change?
info: 'Adam' says: Thank you for contacting EarthLink LiveChat, how may I help you today?
XXXX@earthlink.net: I am very upset by the huge ad on the webmail page. It is so disruptive that I may have to cancel my account. Are these ads now a regular part of the page?
Adam: I apologize for the inconvenience caused. I'll do my best to help you.
Adam: I am can understand your concern.
XXXX@earthlink.net: Please answer my question. This huge ad takes up almost 20% of the page. Is it now a regular feature?
Adam: I am sorry to say that the ads are provided by our sponsors. This is the reason why you are getting the ads on the Web Mail page.
XXXX@earthlink.net: There have always been ads. But today's is huge. It's for FibreSUre. My question remains unanswered. I will now repeat it for a third time: Are these huge new ads now a regular opart of the page?
XXXX@earthlink.net: If so, Please advise procedure on account cancellation.
Adam: Please stay on hold while I check it.
Adam: Thank you for the time. I need to escalate the issue to our engineers. You will not face the issue again.
XXXX@earthlink.net: Please explain further. I do not understand your answer.
Adam: I mean I will escalate the issue to our engineers. They will check it and remove the ad from the Web Mail page and resolve your issue.
XXX@earthlink.net: You willblock the ads just for me? Or the big ads are a one time occurence for everyone?
Adam: I am sorry to say that all the customers are getting these ads. I will escalate the issue to our engineers. So, that tey will remove the ads for every one.
XXXX@earthlink.net: Fine. Thank you for your response. Can you email me a transcript of this chat for future reference?
Adam: I am sorry for the typo. I mean they.
Adam: Sure, please give me few minutes
XXXX@earthlink.net: Thank you. That resolves the matter.
Adam: I had emailed your the chat transcript.
Adam: Please check it once.
XXX@earthlink.net: Thank you again and goodbye.
Adam: You are welcome.
Adam: I apologize for the inconvenience caused.
Adam: Is there anything else I may assist you with today?
XXX@earthlink.net: No that's it. Thank you and goodbye.
Adam: You're welcome and thank you for using EarthLink LiveChat. Should you need further assistance, please feel free to contact us again.
Adam: Have a nice day.
Adam: Bye.