Continue & Expand the Romanian Tec Support Center
- I opened up AOL this morning and found that AOL 9.8 was no longer available to use. Although I had uploaded AOL Gold I did not like it preferring my 9.8 and continue to pay you for my service. I was given no notice of the change or options to retain the old verson. That was rude.
- What I disliked about AOL Gold is that I was not able send emails to groups. I called the number on the screen and a very nice agent in Romania? Assisted me in transferring the needed groups into my 2nd Aol Gold computer that utilized Windows 10. I thought things were salt so we hung up. But the same problem persisted when I tried to send an email to a group of 7 people. It would not load the addresses into my cc: or bcc: and then AOL Gold crashes I called the helpline again and was connected to the Philippine technical assistance office, I am in Hawaii, . So talking to the Philippines is not unexpected. I Explained the problem to the technical assistant on the phone who took over looked into my address book and saw that some of the entries had (emailaddress) parenthesis around email address. He studiously retyped each of the addresses without the parenthesis back into the AOL contact under the group. I was then able to send this email out to our Board of Directors. Which superficially solve the problem.
Your technical support person told me that all I needed to go into my group settings and replaced all of my contacts that had parenthesis.
I have been with AOL for more than 20 years and run a nonprofit organization having over 6000 email addresses in my address book, sometimes when I enter a contact it winds up with a parenthesis around it other times it does not I have no idea why as I do not enter it with a parenthesis. As a rough estimate I probably have 2000 email addresses with princesses around them. Your tech informed me that I must reenter all of them if I expected the address book to work. I informed him that that was not physically possible and everything worked fine for 20 years up until this morning. I was informed by him that if I want my email addresses to work that's what I needed to do. I asked to speak to a another check for a different opinion and he wanted to know what tech I wanted to speak with what was the tech's name and I said I wanted to speak with another tech and he said well I need to know who you want to speak with. I explained to him that I have been referred to other texts in the past when calling for technical support. He insisted that there was no one else that could offer me anything else or any other solution.
we both agreed that this was not his fault, that he didn't write the program and neither of us were rude. I asked to speak to whoever was his boss and he referred me to his manager after entering notes of our exchange into his system. I spoke with the manager who had reviewed the notes and said that there was no other support available. That I had entered these email addresses into my address book and therefore why should I expect AOL technical support to make corrections for something I had done. He explained that if I was a Verizon customer and I had a problem with my contact list on the phone why should I expect Verizon to fix it after all I enter the context into the phone. I explained to him that I had accumulated an email list of contacts over a 20 year. That were the foundation for our business, that I paid AOL for their services monthly and entered my contacts into the structure that AOL had devised. He said there was nothing to do except for me to hand reenter all of my contacts. I feel like AOL has driven a truck through the window of my business crippling 20 years of work and just walked away. The attitude at this call center was that this is my problem not there's, why are you continuing bothering to us when we've already told you what you can do we don't care how hard it is there is no one else you can talk to, It's not our problem it's yours.. Brian ***** *****@aol.com *--**
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We’re sorry to hear about your experience. It’s certainly our expectation and desire that you receive the highest quality service when working with customer support. We’re sad to hear that it sounds like you did not.
Rest assured that we’ve captured your complaint and will make sure your experience is shared with others in an effort to prevent this in the future.
Unfortunately, groups you have saved in the old software cannot be transferred to AOL Gold. That is why you have been told that you have to manually re-enter them in the new software. We hope to improve this experience for you.
We built the AOL Desktop Gold from the ground up with the speed and reliability of the latest technology. We are updating it every 2 weeks, please continue to send us feedback of what features you would like to see implemented.