Saturday, December 18, 2004
I liked AOL before it was cool
I signed up for AOL back in 1992 when you'd go to "the chat room" (there was only one) and CEO Steve Case would come and say 'hi'.
I kept the account all these years, much to the ridicule of my friends. When I moved I got rid of the AOL Broadband service- here's one of my 10 tech support chats.....
...transfered from one department...
FentonB: yes, i canceled it on Nov 17
FentonB: i have not used it since then, and i have been trying to fix it for 2 weeks
MHI Lhyn: For best possible assistance with this issue, please allow me to provide you
with the number you can call to speak with a trained specialist. Do you have a pen handy?
FentonB: this is the THIRD time i have been transferred, and now you want me to wait on hold
FentonB: i have been trying to fix this for 2 weeks -- what is the problem?
MHI Lhyn: So that we can best assist you with your concerns, please contact our AOL Broadband with DSL toll free support line at 888-418-1258 from 7:00 a.m. - 2:00 a.m. EST, seven days a week. For more information, you may refer to AOL Keyword: AOL Broadband.
MHI Lhyn: I do apologize for the referral; however, I want to direct you to the proper
Department who can best assist you with your concern. I hope this little information has lessened the inconvenience you may have experienced. I really wish to help.
FentonB: that is what the last person said
FentonB: and I said "are you sure they wont just transfer me again"
FentonB: and they said "I assure you it will be the right department"
...5 minute wait...
FentonB: WHAT IS SO HARD ABOUT FIXING THIS???????
---9 minutes later-
MHI Lhyn: As much as I would like to assist you with your broadband service but DSL service
cannot be processed via Billing Live Help at this time.
FentonB: I just got connected at that number and they said they couldn’t help - and have
now transferred me to another department
MHI Lhyn: Do you have any other billing questions I may assist you with at this time?
MHI Lhyn: If you do not have any additional questions at this time, kindly close this active
window so I may assist the next member. Thank you.
FentonB: You haven’t answered the questions I did have, I am still trying to get this fixed
MHI Lhyn: Please understand that DSL service cannot be processed via Billing Live Help at
this time.
MHI Lhyn: I do apologize for the referral; however, I want to direct you to the proper
Department who can best assist you with your concern.
MHI Lhyn: I hope this little information has lessened the inconvenience you may have
experienced. I really wish to help.
FentonB: NO, IT HASN’T, I AM LOOKING FOR A PERSON WHO CAN FIX THIS ONLINE OR BY PHONE
FentonB: I am talking to a consultant now - that is not the problem --- the problem is that he says that is not his department
FentonB: just like the person before him
FentonB: AND the person before him
FentonB: AND you
FentonB: AND the person who forwarded me to you
FentonB: do you understand? please don’t answer with a macro
MHI Lhyn: I would like to assist you with this issue. However, I will need to refer you to
the web site or department where your concern can be best addressed. Let me get
that information for you now.
MHI Lhyn: We can easily assist you with this matter by please contacting our DSL team at
1-888-275-4720, (7 AM to 2 AM EST).
Please call us at least 72 hours before your next billing date to avoid being
charged for the next month's service.
MHI Lhyn: If you do not have any additional questions at this time, kindly close this active
window so I may assist the next member. Thank you.
FentonB: So I take it there is no real person at the end of this chat room?
MHI Lhyn: I am a real person and I am here to help you with your inquiries.
FentonB: then why are you not listening?
FentonB: you keep giving me the same macro -- and I keep telling you that the number is not right
MHI Lhyn: But your concern can not be solved via online and this can only be resolved by
call us directly at 1-888-275-4720.
FentonB: ok - as I mentioned -- this does not work
FentonB: every department says that they cannot handle it
FentonB: including the number you keep giving me
- 3 minutes --
MHI Lhyn: If you do not have any additional questions at this time, kindly close this active
window so I may assist the next member. Thank you.
MHI Lhyn: I apologize for the inconviennce but as long as this window remains active and we
are not communicating, I am unable to assist the next member. I am going to
close this session now however; I invite you to return should you have future
questions.
MHI Lhyn has left this session.
The session has ended.
¶ 3:43 PM
I signed up for AOL back in 1992 when you'd go to "the chat room" (there was only one) and CEO Steve Case would come and say 'hi'.
I kept the account all these years, much to the ridicule of my friends. When I moved I got rid of the AOL Broadband service- here's one of my 10 tech support chats.....
...transfered from one department...
Welcome FentonB...
MHI Lhyn: I understand that you wish to cancel your service.
FentonB: huh?!?!
FentonB: I want to make sure broadband is cancelled, not my membership
....3 minute wait....
FentonB: yes, i canceled it on Nov 17
FentonB: i have not used it since then, and i have been trying to fix it for 2 weeks
MHI Lhyn: For best possible assistance with this issue, please allow me to provide you
with the number you can call to speak with a trained specialist. Do you have a pen handy?
FentonB: this is the THIRD time i have been transferred, and now you want me to wait on hold
FentonB: i have been trying to fix this for 2 weeks -- what is the problem?
MHI Lhyn: So that we can best assist you with your concerns, please contact our AOL Broadband with DSL toll free support line at 888-418-1258 from 7:00 a.m. - 2:00 a.m. EST, seven days a week. For more information, you may refer to AOL Keyword: AOL Broadband.
MHI Lhyn: I do apologize for the referral; however, I want to direct you to the proper
Department who can best assist you with your concern. I hope this little information has lessened the inconvenience you may have experienced. I really wish to help.
FentonB: that is what the last person said
FentonB: and I said "are you sure they wont just transfer me again"
FentonB: and they said "I assure you it will be the right department"
...5 minute wait...
FentonB: WHAT IS SO HARD ABOUT FIXING THIS???????
---9 minutes later-
MHI Lhyn: As much as I would like to assist you with your broadband service but DSL service
cannot be processed via Billing Live Help at this time.
FentonB: I just got connected at that number and they said they couldn’t help - and have
now transferred me to another department
MHI Lhyn: Do you have any other billing questions I may assist you with at this time?
MHI Lhyn: If you do not have any additional questions at this time, kindly close this active
window so I may assist the next member. Thank you.
FentonB: You haven’t answered the questions I did have, I am still trying to get this fixed
MHI Lhyn: Please understand that DSL service cannot be processed via Billing Live Help at
this time.
MHI Lhyn: I do apologize for the referral; however, I want to direct you to the proper
Department who can best assist you with your concern.
MHI Lhyn: I hope this little information has lessened the inconvenience you may have
experienced. I really wish to help.
FentonB: NO, IT HASN’T, I AM LOOKING FOR A PERSON WHO CAN FIX THIS ONLINE OR BY PHONE
- 4 minutes later --
MHI Lhyn: We can easily assist you with this matter by please contacting our DSL team at
1-888-275-4720, (7 AM to 2 AM EST).
Please call us at least 72 hours before your next billing date to avoid being charged for the next month's service.
FentonB: I am on hold with the SECOND person at the first number you gave me, in a
different department and, he ALSO says this is not his department
FentonB: I am talking to a consultant now - that is not the problem --- the problem is that he says that is not his department
FentonB: just like the person before him
FentonB: AND the person before him
FentonB: AND you
FentonB: AND the person who forwarded me to you
FentonB: do you understand? please don’t answer with a macro
MHI Lhyn: I would like to assist you with this issue. However, I will need to refer you to
the web site or department where your concern can be best addressed. Let me get
that information for you now.
MHI Lhyn: We can easily assist you with this matter by please contacting our DSL team at
1-888-275-4720, (7 AM to 2 AM EST).
Please call us at least 72 hours before your next billing date to avoid being
charged for the next month's service.
MHI Lhyn: If you do not have any additional questions at this time, kindly close this active
window so I may assist the next member. Thank you.
FentonB: So I take it there is no real person at the end of this chat room?
MHI Lhyn: I am a real person and I am here to help you with your inquiries.
FentonB: then why are you not listening?
FentonB: you keep giving me the same macro -- and I keep telling you that the number is not right
MHI Lhyn: But your concern can not be solved via online and this can only be resolved by
call us directly at 1-888-275-4720.
FentonB: ok - as I mentioned -- this does not work
FentonB: every department says that they cannot handle it
FentonB: including the number you keep giving me
- 3 minutes --
MHI Lhyn: If you do not have any additional questions at this time, kindly close this active
window so I may assist the next member. Thank you.
MHI Lhyn: I apologize for the inconviennce but as long as this window remains active and we
are not communicating, I am unable to assist the next member. I am going to
close this session now however; I invite you to return should you have future
questions.
MHI Lhyn has left this session.
The session has ended.
¶ 3:43 PM
