Peggy J et Moi, or: "I assure you that the issue will be fixed as soon as possible."
info: Welcome to Earthlink LiveChat. Your chat session will begin shortly. Feel free to begin typing your question.
info: 'Peggy J' says: Thank you for contacting EarthLink LiveChat, how may I help you today?
moi: Hello!
moi: I seem to be having a problem when I close my Earthlink email program. I will explain...
Peggy J: Hello, I will be glad to assist you.
moi: A message asks me if I would like to synchronize mail box and address book mail boxes
moi: I click "yes"
Peggy J: Could you please be more clear about the issue?
moi: I haven't finished explaining the problem.
Peggy J: I understand that you are facing an issue while synchronizing Address Book.
Peggy J: I apologize for the inconvenience caused. I'll do my very best to help you.
moi: After I click "yes" I get a message that says "server not responding. Please try again later."
moi: This has been happening for at least a week.
moi: That's the issue.
Peggy J: Let me know if you have any AntiVirus or Firewall software installed on the computer system.
moi: I do. But it was working before, even with the anti-virus and firewall software.
Peggy J: For testing purpose, please disable AntiVirus and Firewall software.
moi: If I disable the anti-virus software, won't I be in danger of receiving viruses?
Peggy J: We will disable it for only few minutes.
Peggy J: Please close and open your email program.
moi: I've closed the email program
moi: Now I've opened it
Peggy J: Please try to synchronize Address Book now.
moi: OK, that requires closing it again. I'll try...
moi: It says server is not responding.
moi: I click ok to that
Peggy J: Thank you for the information.
moi: Synchronization could not be completed at this time
Peggy J: I am sorry, it appears that you are facing an issue while synchronizing Address Book.
moi: It seems so.
Peggy J: Few of your customers are facing an issue while synchronizing Address Book.
Peggy J: I need to escalate the issue to our engineers so that they will work on it and fix the issue.
moi: OK.
Peggy J: Our engineers are working on it to fix the issue.
Peggy J: I assure you that the issue will be fixed as soon as possible.
Peggy J: Let me know if you have any other queries for me.
moi: I'm sure it will be. Will I receive an email when the issue is fixed?
Peggy J: Yes, I will place a note to inform you regarding this.
moi: And if it isn't fixed by the end of the business day today, will you send me an email informing me of that?
Peggy J: I understand your concern, I am sure that the issue will be fixed at the earliest.
moi: You didn't answer my question.
moi: If the problem is not fixed by the end of the business day today, will I receive an email informing me of the status of the problem?
Peggy J: I am sorry, we do not have ETA. So you may not receive email by the end of the day.
moi: I understand. That's why I would like to receive an email at the end of the day, telling me the status.
Peggy J: I am sorry, you may not receive the email message. It may take time to fix the issue.
moi: Why can't I receive an email, even if it is to say "We are still working on the problem. It has not been resolved yet." ??
Peggy J: Few of our customers are facing the issue and we cannot inform status for every one. I assure you that message will be sent once the issue is fixed.
moi: Well, please know for the record that I am disappointed by your response. Since I don't know you, your assurances do not help me. I'm sorry to have to say that.
Peggy J: I sincerely apologize for the inconvenience caused to you in this regard.
Peggy J: As we have many customers, we cannot send message regarding status.
moi: Perhaps you have too many customers.
moi: Please understand that I don't hold you at fault.
moi: I don't know you and you don't know me.
moi: I am just a customer.
Peggy J: Thank you for understanding.
moi: I hold Earthlink responsible.
moi: I am sorry that Earthlink finds their customers an annoyance.
moi: Have a good day.
Peggy J: It's quite unfortunate that one of our valued customer has to face such difficulty.
The end???