Clear-easy/functional access to plans with comparison charts
Upper Management, AOL
There is certainly no loss of examples of purposeful/unplanned/unknown irrational decisions in business and AOL is not exempt.
It is certainly beyond me that there is not a simple, easily accessible path to find the available plans, singular and bundled, on you web site.
Even your employees appear to be totally unaware of such a process.
To also require the customer to be on a plan before being able to communicate or chat with someone to potentially find that information also does not make sense.
I recently had an issue with my AOL mail. I called for help and was advised that I would have to pay for that help. Without any discussion regarding options, I was then, under trial, enrolled in the Diamond Support Plan.
Thankfully the issue has been corrected.
Following that time I have attempted to decide whether to continue this plan due to the cost.
Your site provides a circular experience without results.
I have yet to find an actual listing of all plans available with benefits and pricing.
As this Diamond Plan has some 22 so called benefits, naturally it would be customer friendly to have a comparison chart to determine what is best suited to that customer/couple/family.
I have searched your web site.
I have done an online search.
I have done two chats: the first chat resulted in reference to a link on your site which continued the "circle". The second was able to provide plan names (the diamond plan was not mentioned and I have yet to find it listed on your site or during an online search!) and prices but no link to determine benefits.
I find this all to be frustrating/unacceptable.
If this is reflective of customer service, then I will have to look elsewhere for our online security needs.