Tuesday, August 07, 2007

Sprint/ Embarq Sucks

So Sprint changes its name to Embarq. They provide our office DSL (Can't get Roadrunner at the office like we have at home because this big historic building isn't wired for cable Internet). Then they not only announce that they're changing our business e-mail address, they change the domain name to something counterintuitive and hard to spell. The instructions they gave us for changing the settings on the e-mail program are confusing as hell. Phoning tech support is harder than getting the White House to answer a subpoena. So important business e-mails have been getting missed, people are getting irate, and we have to basically inform everyone we do business with of the new address. Thanks just loads, Sprint, or Embarq, or whatever the hell you decide to call yourselves next week!

11 comments:

steve said...

Here Here - I finally gave up on them because the only thing I can count on from Embarq is that they'll never do what they promise.

I cancelled my service, and ported the number to a Verizon phone. Yea - I'd rather pay by the minute than deal with the Embarq problem.

Well I now receive calls both on my traditional landline, and on my new Verizon phone. Go Figure.

I tried asking Embarq to fix the problem. After explaining the problem the service rep said to me (no kidding), "Well that can't be correct. My screen shows that your service was disconnected." Duh, assholes.

If anyone has suggestions for reaching their executives, I'd be interested. Meanwhile I've filed a complaint with the Minnesota Public Utilities Commission. How the hell else am I ever gonna get this resolved?

Anonymous said...

My name is Jeremy and I work in DSL tech support at Embarq. Really I'm just wanting to address the email issue. Until recently Embarq had a contract with Earthlink to handle their email. This contract expires in October, and Earthlink wanted to raise the rates charged for their service for email. Embarq pretty much had one of three options. Accept the price rate increase, which would have caused the service price to go up, discontinue the ability to offer email, or set up a new email service. Embarq felt the third situation was best, and I for one agree. Until recently there were alot of problems with the email but with the upgrade of the servers within the last two weeks, 99.9% of the issues have been resolved. Now as far as the phone lines, I dont know, and dont really know too much about that department in particular. Sorry About that. As Far as the wait goes, yeah it sucks, I promise you it sucks just as bad for you as it does for us. 90% of the calls that come in DSL are people who are calling because they cant connect not because of a DSL issue but becasue they did something dumb on their pc. We try to help them anyway, especially the ones that have older pc's becasue alot of times their warranty is expired. Yeah it sucks, but at least on the dsl side, the wait is worth the help youll get on the phone. But I'm jsut a guy that answers phones and fixes people's internet for a living. I enjoyed it but i thought I'd just say my peace.
-Jeremy

JD Rhoades said...

Jeremy: Thanks you for your response. May I respectfully suggest that the time to upgrade the servers would be BEFORE you made the changeover? And that, in light of the fact that yes, many users do stupid things and that that was likely to be magnified when you're making a major change like this, that adding more customer service lines might be a good idea?

I know, I know, it's not your department. And that's the main problem...you can never get a response from the people who can actually DO anything about it. They leave it to the guys like you on the front line to handle complaints you can't fix, and they won't.

So I'm not saying "Jeremy sucks," because you seem like a nice fellow. But I stand by "Embarq sucks."

Drew said...

You aren't the only one with problems. Ever since I changed from earthlink to embarq for email, it's been nothing but problems.

It started with not being able to log in. Then it progressed to not being able to send. Now my problems have had to be escalated to a Network Engineer. My incoming emails take 3 hours to get to me, and outgoing takes hours as well.

Embarq should have made sure that everything was prepared and in place before launching. I understand that "99.9% of the issues have been resolved", but if that's the case, how did I end up with a .1% problem? I've never been that lucky. Should I play the lottery today?

Ken said...

I had some difficulties with the email when switching over. Thru trial and error and lots of invested time, I finally figured out some workarounds to get it working better for me. Note: my workaround requires you to use EarthLink MailBox (it's free!), but I was used to it anyway so no big deal.

I actually created a Blog for the switchover and my detailed steps. So if you are interested in the steps I took you can visit the blog (http://elnk2embarq.blogspot.com). The steps are too many to post here. Unfortunately, I haven't figured out solutions/workarounds to the other problems that plague EMBARQ but when/if I do I will certainly post them on this blog!

It was very frustrating and I thought it might be helpful for anyone else about to or having gone through this to maybe be able to get it to work or avoid these email issues.

Good Luck!

Anonymous said...

npnEmbarq's new system DOE'S NOT support any Mac OS, safari or mail their comment is switch to Firefox, yet they are trying to enforce the service contract that did support the Mac system even though I can not use it. Reported this to the Florida Conumer Protection Dept.
Jim D

Anonymous said...

Emabrq DSL is good when it's good but really bad most of the time. I pay for the 3mb service and it works for 3 day's a month at or above the advertised speeds. After that they cap me, so If you are a gamre thinking of embarq as your DSL provider think again and find an alternitave provider. Sincerly Pissed off MN resident.

Anonymous said...

I live in port charlotte, florida, we switched our business email in mid July of 2007, it is now Oct 15 2007. The email is in and out like a yoyo, 10 hour delays. I call and complain and get the same sone and dance. Oh, its the number of people converting their accounts thats causing the problem. Come on, I'm in IT myself. It Embarq's total lack of planning and experience that caused this problem.. I can say with confidence that they are IDIOTS. And it starts from the president of their company down, or they would have had this fixed my now. Lloyd Port Charlotte

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Anonymous said...

WELL TODAY I OPEN MY EMBARQ BILL THERE IS A NEW SURCHARGE
YEP THEY MADE UP TO GET MORE MONEY
AND IT IS REALLY FUNNY ON THE BILL UNDER TRUTH IN BILLING IT STATES ANYTHING MARKED WITH THE MARK BESIDE THE NEW SURCHARGE LOCAL PHONE SERVICE CAN NOT BE INTERRUPTED FOR NON PAYMENT HOWEVER VALID CHARGES THAT ARE NOT PAID MAY CAUSE COLLECTION ACTION AND SERVICES TO BE RESTRICTED
SO WHY IS EMBARQ BILLING ME FOR NON VALID CHARGES IN THERE OWN WORDS?? JUST MORE CRAP TO GET THE BILL UP IN PRICE AND COLLECT MORE MONEY !
WHY IS THIS LEGAL
YES EMBARQ SUCKS I AGREE GIVE US ANOTHER CHOICE NOT A MONOPOLY I HOPE THEY DO BETTER WITH THE BY OUT AND THE SERVICE PEOPLE ARE SHORT AND NOT HELPFULL IN THE BILLING DEPARTMANT OUT OF OCALA FLORIDA .

Anonymous said...

I have a long history of complaints against Embarq/Centurylink. Their latest scam is to try to bill you for NSF fees for checks you never sent. I have nothing but contempt for this company, and have filed numerous public service complaints against them, and will continue to do so. That hurts their bottom line, and that is where they deserve to be hurt for their lies and incompetent service. Isn't it funny how the supposedly 'regulated' monopolistic service providers provide the worst service. We can blame our incompetent politicians along with the kickbacks receive for that.