David Cassel (destiny@crl.com)
Mon, 18 Nov 1996 21:56:08 -0800 (PST)
V i o l a t i o n s ~++~++~++~++~++~++~++~++~++~++~++~++~++~++~++~++~++~++~++~++~++~++~++~++~++~ Wired News says AOL "blithely predicts" it will prevail in any attorney general suits--though 30% of state attorneys-general in America have contacted the company about the automatic pricing switch planned for December. "The plan is fair in every sense," AOL maintained to Reuters. "We are bending over backwards to make sure that all the members are aware of the new pricing." They pointed out notices on the service's exit screens. But this is "purposefully misleading," says one subscriber, "because it merely states 'Coming in December. AOL's new pricing plans including $19.95 for unlimited use.' It DOES NOT indicate that users will be switched without their consent or notification." "Members don't find those details unless they search under member services, several pages later," USA Today reported. A California official told Reuters this may violate negative option laws. "You cannot tell someone they have a new service without them ordering it." "AOL hopes the higher rates will boost it's short-term cash flow, which was a negative $66.7 million before a stock offering in fiscal 1996," USA Today added. "[T]he new pricing would generate about $20.7 million in added monthly revenue for AOL," the Washington Post estimated Saturday, using figures supplied by AOL. The only barrier would be a flood of angry calls to customer service. But AOL recently *laid off* 60 customer service agents--just before the December pricing plan goes into effect. As recently as August, customers with billing questions could wait in AOL's support queue as long as 30 minutes. "Great customer service," one AOL ad promised. Although "Some of you may recall the days when you often would have to wait on hold for 20 or 30 minutes to talk with us," Steve Case conceded in a letter in June, "which was very frustrating!" Unfortunately, the next months still found customers waiting 30 minutes to talk to a billing representative--which was "typical", one staffer I talked to commented. This may be a pattern. "AOL seems to be entering one of its periodic, major service slowdowns," the Wall Street Journal's technology columnist wrote last week. "In recent weeks, performance has been sluggish, with e-mail and even 'instant' messages taking an eternity to send in some cases." There's a simple explanation: as the service expands, resources are strapped. "[W]e do experience growing pains from time to time," Steve Case wrote in one letter, "and in recent weeks we've had more problems than usual." That was one year ago. Case wrote of "busy access numbers...occasional disconnects...system sluggishness... Overall, it's fair to say that we haven't been able to provide the level of consistent quality we aim for." In November of 1995, the system had even gone offline for three hours. Ironically, Case added "I am hopeful that the problems will soon dwindle." "[T]he bigger we get, the better we get," Case claimed in the letter. Instead, customer's sending complaints to Steve Case's mailbox found the mail being returned as undeliverable--the mailbox was full. Case closed his message with "Warm regards." Nine months later, the system went offline for 19 hours. THE LAST LAUGH "In essence, we make books the old-fashioned way," reads the web page for Cader books, "laboring attention to every detail". The publishers of "America Off-line" then boast of "a staff trained to combine old-worl d editing values with modern-age means." They should labor some attention on the extra space in "world". And the five other words their text editor added spaces to. Dave Cassel More Information - http://www.wco.com/~destiny/time.htm ~++~++~++~++~++~++~++~++~++~++~++~++~++~++~++~++~++~++~++~++~++~++~++~++~++~ 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 the same address. ~++~++~++~++~++~++~++~++~++~++~++~++~++~++~++~++~++~++~++~++~++~++~++~++~++~