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It's A Good Thing If AOL Is Going Free
Because today, their service isn't worth a shit.

I went to e-mail the lawyer at Cingular about their illegally expiring gift cards. (Most handily, I found his name on Consumerist, complaining about one of their posts -- and figured out his e-mail address rather easily). I wrote the e-mail, then, oddly, I couldn't get on AOL.

First it said the login process wasn't valid. I tried another computer. Same. I tried Web mail. Same. My password wasn't valid. This is pretty weird, since I've been on AOL since the early 90s and my password isn't one of the easily hackable ones, as far as I know.

Well, I called AOL (through the "find hard-to-find numbers" site) and they said "due to unusually high call volume..." they couldn't take my call, and I should call back later. Click!

I just called back and the recording said there's a 30 minute wait time to talk to one of their "consultants." I suspect something is majorly fucked up with their system. Just my suspicion!

And P.S. Cingular's rep told me somebody would get back to me within 24 hours. I guess they model their concept of time on their concept of customer service, because it's been about 40 hours now, and no callie-wallie!

UPDATE: I just got on AOL -- and I've been on the phone for 15 minutes. Still no rep on the line. I called back on another phone -- wait time is supposed to be six minutes. Hmmm, we'll see.

FURTHER UPDATE: They had an "unplanned system upgrade" and the lady I talked to said they won't be able to get into anybody's account to help them for an estimated two hours. She says they aren't going to go free. My account is back up now.

Posted by aalkon at July 28, 2006 10:30 AM

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Comments

An "unplanned system upgrade"? Did they happen to explain exactly how that happened? Some newbie kid just kinda sorta accidentally upgraded the system without realizing it?

I suspect that what they call an "unplanned system upgrade," I would call a "system crash and attempt at repair." Unless of course it was more along the lines of a "planned mess-with-our customers period."

Posted by: jenl1625 at July 28, 2006 11:03 AM

Exactly. And, most conveniently, no discounts could be given because they "couldn't pull up anyone's account."

Posted by: Amy Alkon at July 28, 2006 11:53 AM

Geez Amy....

i sort of thought you'd be a bit above AoHell....i haven't been with them for years because thier service sucked back in the late 90's too. i realize why you need a consistent e-mail address but c'mon..... AOHell?

Posted by: Rob at July 31, 2006 10:04 AM

I can roll through my mail on native AOL faster than on any Web-based system. Also, I've been on since around 1992, and a bazillion people, including people at papers, have that as my address.

Posted by: Amy Alkon at July 31, 2006 11:03 AM

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