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Technology Stocks : AOL, now I get it
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To: who wrote ()1/20/1997 7:28:00 PM
From: John W. Eldridge   of 496
 
Peter Lynch said you should buy what you can experience directly (more or less). I've been an AOL subscriber for a couple of months now and I can't say I'm impressed--partly because it's so difficult to log on that I haven't spent much time using the service.

Today, I tried to send an e-mail message to the good folks at AOL to tell them that before they expand into Australia they ought to concentrate on providing better service to their existing customers in the U.S. and elsewhere. I scoured their website for an e-mail address for my complaint, and all I could come up with was a form with multiple choice questions, none of which pertained to my particular issue. After trying to log on directly to AOL several times (only to find all circuits busy as usual) I finally succeeded and spent the next 20 minutes trying to figure out how to send a text message to customer service. At length, I learned how to do that ("read the FAQs first, then write us") and was just in the middle of composing my message when (surprise!) my connection broke and the login window reappeared.

OK. This is a long-winded anecdote but I frankly can't see how a company that provides such poor customer service can prosper as more and more customers get fed up and cancel their subscriptions--and, very possibly, start demanding refunds for all the time they couldn't access the system. Is it just me? Or is there a fundamental flaw at the core of this company?
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