I am not sure how much I really want to type right now, but sometimes I get so mad, when I get screwed, that I can barely think of other things. I hope this will save you from adding your dollars to Earthlink's pockets as well as save you from wasting your time trying to get them to keep a promise to you.

Over three months ago I ordered the Earthlink online service, since I needed an ISP that had configurable email. (AOL unfortunately does not) They offered a free digital internet camera (about an 87 dollar value, it seems) if you stayed on for 3 billing periods. The whole pitch involved sending pictures and video in your email and across the web, and gave you the choice of parallel port or USB connection. When I finished the sign-on process, I got an email from Earthlink Customer Support stating that I should see the camera in about 14 days.

After one month I sent an email to Support, complaining that I hadn't received the item yet. After three more weeks, and no response, I emailed again. This time I used a special drop down menu that offered the choice of "Promotional Item Shipment" as the problem for Support to fix. As will be evidenced in the following clip, I tried this same technique about a month later with the same results: NONE. That's right, NO email, NO camera, NO response, NADA!

This is a copy of the last email to Earthlink Support:

It has been nearly three months since I signed up for the service; I was told I would receive a digital USB internet camera within 14 working days. I have sent no less than 3 emails, at least 2 in this exact format, regarding this oversight but have received NO response whatsoever. This will be the last inquiry, now that I have been on for three billing periods and I'm not likely to be charged extra for the camera I never received. I would have quit the service weeks ago, had I not feared that very scenario.
Not a happy camper,
Kenneth Utterback

That's the story, boys and girls. Believe it or not, even this scathing note initiated no action of any kind on Earthlink's part. I plan to get hooked up with the next service shortly after I finish editing this site today. And, of course, I will quit Earthlink very shortly thereafter.

Thanks for letting me vent.

Now for the thrilling conclusion (8/2/00):

   Well, I canceled my subscription to Earthlink, as I had promised, which only took hanging on the line for about a half hour and telling a brief version of my story. Interestingly enough, I was charged for the next month anyway, which prompted a heated call to the support line. (no more emails) The fellow at the billing support center was more than empathetic, and saw the error right away by looking at the account info at his end. He also felt that I should receive the camera, in that I had fulfilled the requirements. He assured me that a credit AND the camera were forthcoming.
   Here's the kicker: Within a short time I saw the credit on my next credit card statement and received not one, but TWO of the cameras. I had a flash of conscience prompting me to send one back, but I got over that rather quickly. I have installed one each on my and my sweetie's PCs. You can "see me" via NetMeeting at kl_utterback@hotmail.com, if you'd like to check out the quality of an IBM PC camera.