David Cassel (destiny@wco.com)
Tue, 25 Mar 1997 13:27:27 -0800 (PST)
C u s t o m e r D i s - S e r v i c e ~++~++~++~++~++~++~++~++~++~++~++~++~++~++~++~++~++~++~++~++~++~++~++~++~++~ Keri Lynch switched to AOL's $20 a month unlimited use plan. "For an unknown reason, it did not 'take'," she wrote in a letter to Steve Case. The bill for February showed charges for the bring-your-own-access plan of $9.95 a month--plus $2.50 for every hour of dial-up connectivity. "On 3/5/97 I was billed for $205.93 and so far this month, I have been billed $192.60." So she wrote America Online asking for a refund--and instead received a form letter telling her what she already knew: she would be billed $2.50 for every hour of connectivity. ("Thank you for using America Online," the message ended.) "I am livid that someone could send such a blanket form letter as an answer to my specific problem" her next e-mail began--sent directly to Steve Case. "I would appreciate having this matter solved as soon as possible," she added "as it is causing me a great deal of distress." "I am writing to you on behalf of Steve Case regarding your email about," read the response from billprob@aol.com. It ended in mid-sentence. "I am sending this back to you so that your highly trained professional staff can finish answering my mail properly," her next reply began. "This is my third correspondence with this office on this issue and I have not heard a response back to the concerns expressed in my second letter... This is an important matter, dealing with money and my livelihood, so please respond ASAP." "I'm responding to your message for Steve Case..." his office replied. "[O]nce a message is answered we delete the original message. Please re-send your message stating your concern or problem and I'll get it answered." Did the problem really affect her livelihood? "I would say having a rent check bounce would qualify as such," she told the AOL List. By Monday, the situation had deteriorated. "I have gotten more letters claiming that they don't owe me any money for the AOL computer's malfunction. I have talked to the Fairfax County, Virginia Small claims court division, and am presently putting together my case." It could be worse. "My request to change over to the $19.95/month flat rate was somehow misconstrued by AOL as $215.00/year paid in advance," a subscriber in New York told the AOL List. "Attempts to reach AOL on-line were useless..." He called American Express, who removed the charges from his statement. But it wasn't over. "Yesterday I received a notice from American Express, stating that AOL stands by its claim that I requested a full year's subscription in advance (which I cannot afford), charged the $195.45 back to my American Express account, and gave the AOL 800 number to straighten things out myself." He reached an AOL operator--after 14 minutes on hold. "She said the computers were down at AOL accounting and would not be back up for at least five hours." The operator told him he'd be called when the computers came back up. "This was six days ago," they commented today. "I am still awaiting their call." It's a long-standing tradition. "The customer is not always right at AOL," Barry Crimmins told Congress in 1995. "As a matter of fact, the customer is generally ignored or dismissed with an impenetrable bureaucracy and treated as if they are impertinent and a petty bother in the process." The children's rights activist was reporting on child-pornography trading. "Time constraints preclude me from including much of the printed documentation of my correspondence with AOL in this oral testimony. But I have made copies of some of the more telling exchanges for distribution to the committee and the press. In particular I ask that you review the 17 questions in Attachment C. that I sent to AOL's media relations director Pam McGraw and the woefully inadequate response I received from her." (ftp://ftp.crl.com/users/de/destiny/aol/congressall) Identical complaints came in 1996. "I get tired of getting canned responses to letters to 'write to staff' or other areas when communicating to AOL," one user complained on the AOL Insider bulletin board in December. "Frequently, someone seems to read the first line and choose the 'canned message' without reading the entire message...and sends an inappropriate response that does not address the issue at hand." Days later, that bulletin board had vanished--and complaints received the same canned response. But there's more to the story. "FIX AOL!!!!!!" a subscriber named Vorlon5 had demanded on the board. Another poster observed, "For the last three days it has taken at least 1.5 to 2 hours to sign on." And negative comments continued. "I tried no less than 30 times tonight to get in." "On Dec 30, I spent over 2 hours trying to sign on." "December 29, 1996, I spent 26 minutes on-line and every site I visited never connected." One reader noted that in just over a week, thousands of complaints were posted. Then it took an ominous turn. "All the bitching in the world won't help," one poster concluded. "AOL will continue on provided we continue to stay here." So Vorlon5 created a petition demanding reliable service. He circulated the 9-line statement to fellow complainers on the board, urging them to pass it on. "If our demands are not met we will be forced to cancle our accounts." The grass-roots protest received an overwhelming response. One copy received by the AOL List contained nearly 1500 names--and Vorlon said he had seen over 100,000. His petition was even cited in news coverage of AOL's problems, including national papers like Newsday and USA Today. ( http://www.usatoday.com/life/cyber/tech/ct634.htm ) One line may have sealed the board's fate. "For an example of how bad service has been please go to keyword: AOL INSIDER and look at the new message board," the petition offered. Within days, the board had been removed from AOL. And they laid the blame on Vorlon. When one loyal reader wrote in to ask when the board would return, they received this reply: "Due to the petitions that were being driven from names from the boards, for members security, we had to remove the boards unfortunately from the abuse this caused. Thanks for writing." The claimed threat to member security left unanswered questions. "What would a worst-case scenario be vis-a-vis the board's security?" I wrote to the AOL Insider (who identifies themself as "Meg"). Did the content of the petition affect the decision--or was it solely and exclusively security concerns. Were any members reprimanded for their collection of names? Were there alot of complaints about the board's absence? And what day was the board taken down? Days later, I got my response. "Due to the petitions that were being driven from names from the boards, for members security, we had to remove the boards unfortunately from the abuse this caused. Thanks for writing." It was signed "Meg's Mail Elf." Users had no recourse. I contacted some of the board's original posters--and received a mixture of responses. "That was wrong." "We can bitch till we turn blue, it won't speed up the solution to the problems. I say Cancel, Cancel, Cancel." "I didn't realize they closed that board! I haven't been able to log on..." Meanwhile, members of the press challenged the whole concept of an AOL Insider. "What a cruel joke," wrote the San Francisco Examiner's Rob mMorse. "No one's an insider at AOL. The whole idea is that it's a loose, badly functioning way for outsiders to think they are part of something." http://www.sfgate.com/cgi-bin/examiner/article.cgi?year=1997&month=01&day=19&article=NEWS7240.dtl AOL's responses leave users dissatisfied. "In all my years online I have never had poorer service than with AOL," the New York subscriber told the AOL List. "I'm stuck on AOL because they have use of my American Express credit account and have already charged me for the entire year--although I had no intention of staying on AOL for a year before I had a chance to see what service was like under the $19.95 flat fee." His conclusion? It's a scam. "I think their ploy is 'if we don't answer the customers calls then they can't close out their account'." At least some anger at the company is being focussed. An $80 million dollar lawsuit has been filed against AOL, alleging bad faith and breach of agreements, according to the Baltimore Sun. The paper reports that Baltimore disk-packager PTP Industries has filed a 10-count lawsuit, responding to AOL's defenses by charging defamation and negligent misrepresentation of the company's performance. http://www.sunspot.net/news/19970325/business/data/BIZ_01C_859287644_71.shtml New details are emerging about their relationship. The Sun finds a figure of over 170 million disks shipped hidden in the company's court documents-- and last Friday the Wall Street Journal reported PTP shipped 150 million floppy disks just in 1996. The Sun also noted that the firm had facilities in Texas and Nebraska (which also closed as a result of the delinquent AOL accounts). The packager's spokesman told the paper they'd purchased $6.2 million in new equipment to service AOL. "The consequence of AOL's wrongful actions has been the complete destruction of PTP." Could the next stop be the destruction of ISPs? Jack Rickard, the editor of Boardwatch magazine, notes that AOL's service problems buttress calls for phone company rate hikes on ISPs. In the magazine's March issue, he calls AOL's move to flat-rate pricing "a fatal and irrecoverable error," predicting access will not improve, thousands will defect, and the money spent on modems will break the company. ( http://www.boardwatch.com/mag/97/mar/BWM1.HTM ) But he also notes that telephone companies are currently lobbying the FCC to make internet service providers pay per-minute access charges for the use of their phone lines, saying the length of calls to ISPs clog phone networks. Their statistics are "self serving," Rickard writes--"the longer data calls are both statistically minuscule against the number of voice calls and completely avoid peak calling periods for voice." But he points to the line-hoarding caused by AOL's access problems. "In Washington state, this really did cause some serious problems with the voice telephone network. First, the line hoarding went on all day, including during peak voice periods. Second, incompleted calls that result in busy signals DO burden the system." It reached the highest levels. The magazine published communication between the Vice President of U.S. West in Seattle and the chairman of the Washington Utilities and Transportation Commission. "The number of calls attempted over this trunk group for the week of January 5, 1997 was over 650,000 compared to 340,117 in September," the phone company wrote. "The number of calls nearly doubled in just four months." He concluded that the regulator "needs to examine its pricing policies in light of these new issues and work with the industry to develop solutions...industry journals indicate this is a nationwide problem." Rickard sees a different culprit. "I'm pretty certain the level of call increase he is reporting is primarily, if not nearly totally, reflective of busy signal calls that were never answered -- not normal ISP traffic that contained long data calls. And it almost totally corresponds to the AOL situation on the timeline." But customers are left to sort out AOL's problems. Many feel their responses have been inadequate, and individual users feel they could do a better job. Even Vorlon5. He offered the AOL List a fool-proof solution in January. "They should have spent the 250 million dollars upgrading thier system before they offered the new flatrate price." THE LAST LAUGH In its two weeks of existence, the AOL Insider board had its share of problems. "Share your exuberance or apprehension," read one topic... "This board is full," read the response when you tried. "Cannot create folder." --- EDITOR'S NOTE: Last week a poster identified themself as David Cassel, destiny@wco.com, and sent a post to the AOL List's mail server. The server has been modified to prohibit unauthorized posts. In the future, posts signed Dave Cassel should come from Dave Cassel--who doesn't know for a fact that AOL has puppy milk. David Cassel More Information - http://www.wco.com/~destiny/time.htm http://www.aolsucks.org/list/0044.html ~++~++~++~++~++~++~++~++~++~++~++~++~++~++~++~++~++~++~++~++~++~++~++~++~++~ Please forward with subscription information and headers in-tact. To subscribe to this moderated list, send a message to MAJORDOMO@CLOUD9.NET containing the phrase SUBSCRIBE AOL-LIST in the message body. To unsubscribe send a message saying UNSUBSCRIBE AOL-LIST to MAJORDOMO@CLOUD9.NET ~++~++~++~++~++~++~++~++~++~++~++~++~++~++~++~++~++~++~++~++~++~++~++~++~++~