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James
I was just sent an article describing an amusing tech support phone call at AOL in the UK
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Article Extract:
A woman who while not technically minded does know a little bit about the Internet - rang up the AOL helpline to ask a technical query.
In the course of the call she happened to mention that she used the Internet Explorer browser over her AOL connection. And was suddenly told by the phone operator: "I'm sorry, Madam, I will have to put a note to that effect against your file; by using Explorer you have forfeited your right to technical support from us in the future."
She asked why this little fact wasn't explicitly mentioned in any of the AOL literature and was told it was because 90 per cent of AOL customers are first-time users of the Internet. Apparently using the words 'Internet' and 'Explorer' together would only serve to "confuse" them.
So, naturally, the lady in question promised that from now on she would only use the god-awful AOL browser. That didn't cut the mustard. "I'm afraid it's too late - we've only got your word for it after all," was the reply. Even the threat to move to another ISP made no difference.
So, it's good to see that AOL isn't justifying any of those control-freak, corporate tendencies that it has often been criticised for.
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Article Extract:
A woman who while not technically minded does know a little bit about the Internet - rang up the AOL helpline to ask a technical query.
In the course of the call she happened to mention that she used the Internet Explorer browser over her AOL connection. And was suddenly told by the phone operator: "I'm sorry, Madam, I will have to put a note to that effect against your file; by using Explorer you have forfeited your right to technical support from us in the future."
She asked why this little fact wasn't explicitly mentioned in any of the AOL literature and was told it was because 90 per cent of AOL customers are first-time users of the Internet. Apparently using the words 'Internet' and 'Explorer' together would only serve to "confuse" them.
So, naturally, the lady in question promised that from now on she would only use the god-awful AOL browser. That didn't cut the mustard. "I'm afraid it's too late - we've only got your word for it after all," was the reply. Even the threat to move to another ISP made no difference.
So, it's good to see that AOL isn't justifying any of those control-freak, corporate tendencies that it has often been criticised for.
Jaiem
This stinks like week old squid!!!
Since when can an ISP say you can't use a well known and accepted (whether they like it or not) client?? Don't say "It's thier network, they can do what they want." BS!! It's not like IE is a hack or something self-developed.
Then again, what do you expect from AOL? These are the people who gleefully give over personal info to anyone calling up asking for who's behind whatever username. And eagerly turn over message board records as evidence against customers in liable suits.
I wouldn't use AOL if it was the last ISP on Earth!!!
Since when can an ISP say you can't use a well known and accepted (whether they like it or not) client?? Don't say "It's thier network, they can do what they want." BS!! It's not like IE is a hack or something self-developed.
Then again, what do you expect from AOL? These are the people who gleefully give over personal info to anyone calling up asking for who's behind whatever username. And eagerly turn over message board records as evidence against customers in liable suits.
I wouldn't use AOL if it was the last ISP on Earth!!!
James
Hey Jaiem,
Dont hold back there, say what you mean
Dont hold back there, say what you mean
JTY
It's not uncommon for big ISPs to not provide a customer support, if they don't use the ISP software... for instance with my DSL service, if I don't use Internet Explorer on either Windows or Mac, I don't get tech support.
GregS
@Home tried to pull the same crap with me because I'm running 3 networks:
Their @home network
My own home network
A VPN
They tell me that if anyone has more than 1 network (their network) and/or more than 1 network card installed......they cannot provide me with tech support!!!!!!!
I know exactly why they say this.......because those fools don't know how to configure 2 or more networks!!
I had a problem reaching a website a few months ago, yet I could reach it on my other AT&T connection, and everyone else on different ISPs could also reach it......they (@Home) have a form that they need to fill out in order to get some tech support from a higher level.........get this......I'm the one that had to do traceroutes and nslookups and email them to them.......because she (the girl on tech support with me) didn't know how to do them!!!!!!!!!!!
Their @home network
My own home network
A VPN
They tell me that if anyone has more than 1 network (their network) and/or more than 1 network card installed......they cannot provide me with tech support!!!!!!!
I know exactly why they say this.......because those fools don't know how to configure 2 or more networks!!
I had a problem reaching a website a few months ago, yet I could reach it on my other AT&T connection, and everyone else on different ISPs could also reach it......they (@Home) have a form that they need to fill out in order to get some tech support from a higher level.........get this......I'm the one that had to do traceroutes and nslookups and email them to them.......because she (the girl on tech support with me) didn't know how to do them!!!!!!!!!!!
Tommy
I had an AOL account in 1998, when I called up to end my free trial they asked why so I said:
"I want to use NS to browse the web not the AOL browser"
AOL:"But you can, just follow the guidelines."
The conversation went on and I explained to her that I knew my way round a PC very well and there was no way I could get my Win95 machine to run NS with the AOL dial up a/c.
It's funny to hear that their customer support staff have changed their tune now (if this story is true that is).
"I want to use NS to browse the web not the AOL browser"
AOL:"But you can, just follow the guidelines."
The conversation went on and I explained to her that I knew my way round a PC very well and there was no way I could get my Win95 machine to run NS with the AOL dial up a/c.
It's funny to hear that their customer support staff have changed their tune now (if this story is true that is).
Jaiem
I would have gotten the name and/or ID# of the rep and then demand to get that statement in writing from AOL (written, not email!). Otherwise tell them you'll sue HER personally for slander!