America Online Complaint - AOL Customer Service
For most of July, I have been having trouble with AOL service kicking me off. I finally was able to locate a phone number so I could contact them. On July 15th, I spoke with tech support because I kept getting a 1502 error. Tech support had me uninstall AOL, and we were going to reinstall it. I would have never unistalled myself. Anyway, we were going to reinstall it but something was missing so AOL couldn't be reinstalled. The tech person said that there was nothing we could do until I received a disk from AOL to reinstall it. There used to be AOL disks everywhere but not now. He told me it would take 7-10 days for the disk to arrive. I then called back because I was going to be unable to access AOL until that disk arrived. The customer representative told me to call back when I got the disk and get a partial credit. Now here is where my complaint begins. I got reinstalled on the 24th of July, unable to get online from July 16th to July 23rd. I called on Monday July 24th to get my account uncancelled and to get a partial credit. I tried to explain to the representative that I was unable to get online for 8 days and I would like a partial credit. She told me they didn't do that. I tried to explain that I couldn't get online. She asked if I was able to access tech support, I said yes but, she said that I couldn't get a credit. I tried again to say I was waiting on the disk, she again asked if I could access tech support, I said yes. She a) didn't listen, b) didn't understand, or c) just didn't care. I could call tech support all day long and they weren't going to be able to get be back online. The cust serv representative just wouldn't give me a chance to explain that. Just because I could "access tech support" didn't mean that they could help. I tried explaining that I wasn't able to get online the 16th thru the 23rd. She told me that she was showing activity. It was unauthorized if there was because I couldn't get online. I only pay $11.99 a month, so that is about 40 cents a day. I guess a credit of about $3.20 would just break the bank. It is not even about the money to me, it is about the fact that I feel like without actually saying it that she inferred that I was a liar and stupid because I could access tech support so I should be able to get online. What is the point of having customer service if the representative is not going to listen or UNDERSTAND the customer? To me that is customer disservice. I am researching other internet providers, I just don't want one like AOL with bad service and bad cust service.