AOL...have annoyed me..

[crockers]

My problem is speed. AOL tell me to call BT wholesale and BT tell me it only talks to the provider AOL.
I have sent a long email to AOL member services and they now tell me I have to phone as they no cant forward my email.
SO this morning I had had enough and sent this...

Read theirs first....

Dear Graham,
Welcome to AOL Broadband Member Services, my name is Eamonn.
Our Second Level technical support are the only department that can contact BT Wholesale. This has always been the case and there is sadly no way that we can forward your email them. You will need to contact them at the AOL Member Services directly via telephone.
The Member Services support line is 0844 499 5555, which is a charged-for number.
BT landline calls to 0844 numbers will cost a standard flat rate of 5p per minute; calls made from mobiles usually cost more and will vary by provider.
If you are also a subscriber to AOL Talk you will get customer and technical support services at no extra charge on the phone line on which AOL Talk is activated. For more information on AOL Talk, sign-on to your AOL software and go to AOL Keyword: AOL Talk.
I hope this information has been of use for you today Graham. I am on hand if you have any further queries however, in relation to this or any other concern you have, pertaining to AOL Broadband. Simply reply to this email, if required, and you shall be routed directly to myself since I have taken ownership of your case.

Once again Graham, thank you for contacting AOL Broadband.

Kind regards,
Eamonn,
AOL Broadband Member Services.

My reply was

Dear Eamonn
Thank you for your recent email outlining the problem you have with forwarding my email to the correct department. I do find this quite amazing that an ISP whose business is totally associated with communication has difficulties with such a simple task.
I am not sure what email client you use, but if you look carefully there is a button marked "forward". If you click on this a new screen will appear and in the address bar showing if you type the address of the intended recipient you are almost there. NEXT look for a tab marked "send". If you click on this, suddenly the email will disappear into the ether and miraculously appear on the recipients computer.

Amazing isn't it just how easy it is when you know how - I do hope you have found this information useful. But if you do have any further difficulties with you email do not hesitate to contact me as I have now taken ownership of your problem and do enjoy helping with education.

Kind Regards

Graham
AOL User (who pays for a service that isn't being supplied and is being constantly fobbed off with excuses)


I know it wont get me anywhere - but I do feel better now....

Off to get a MAC code now..

 

[Stratman]

Very amusing, but if you were Eamonn and received that email would you :-

a) Pull out all the stops to help the sender

b) Pin a printout of it to the noticeboard and ingore all future communications from him

 

[crockers]

He replied saying he can't forward it. But assured me he has taken ownership of my problem.

Give a guy a bit of American jobs talk and watch it get regurgitated. Either that or it's an auto reply.

But to be honest I've given up expecting any help.

 

[Mudster]

Thank your lucky stars you're not with Pipex. You simply wouldn't get any form of reply other than constant threats of court action despite being out of contract and not having had a supply from them for over a year.

 

[Noodle-Pulp]

There's a reason they're called
Eh? Oh Hell!

 

[crockers]

Have received my MAC code and have now signed up to BT.....fingers crossed for a smooth transition and no further problems...

 

[Rob77]

I'm just in the process of switching from BT to AOL lol BT have been a nightmare so far and my past experience with AOL was always good

 

[crockers]

I'm just in the process of switching from BT to AOL lol BT have been a nightmare so far and my past experience with AOL was always good

I think you will find AOL are really TalkTalk in disguise now - AOL put me through to this guy and his email to me was ......a talk talk one...hmmm Google talktalk and then make up your mind..

But good luck and hope you have better experiences than me -

 

[oldcro]

I'm just in the process of switching from BT to AOL lol BT have been a nightmare so far and my past experience with AOL was always good

As someone who has just changed to BT, I'd be interested in hearing what bad experiences you suffered with them. Were they to do with the way they handled your account or problems with using your broadband?

 

[stevesey]

How about another reply along the lines of:

Thank you for your e-mail - I'm afraid I am unable to action your request, other than to say I have ownership of an it is stored on my computer. The reason for this is I am reading the e-mail with my left eye and only my right eye can deal with these e-mails. As a result of a total lack of intelligence and initiative I am unable to turn my head so that the right eye can read the e-mail and take appropriate action.

 

[Noodle-Pulp]

I just recently switched to Virgin Media.. from BT ... so far so good..

 

[whitenemesis]

I have been with BT for 10yrs. Excellent service, prompt responses to queries, helpful information and never a problem with upgrades or equipment supplies.

Any other provider that uses BT lines is always going to be at a disadvantage. BT hold all the cards.

 

[ringway]

My problem is speed. AOL tell me to call BT wholesale and BT tell me it only talks to the provider AOL.
I have sent a long email to AOL member services and they now tell me I have to phone as they no cant forward my email.
SO this morning I had had enough and sent this...

Read theirs first....

Dear Graham,
Welcome to AOL Broadband Member Services, my name is Eamonn.
Our Second Level technical support are the only department that can contact BT Wholesale. This has always been the case and there is sadly no way that we can forward your email them. You will need to contact them at the AOL Member Services directly via telephone.
The Member Services support line is 0844 499 5555, which is a charged-for number.
BT landline calls to 0844 numbers will cost a standard flat rate of 5p per minute; calls made from mobiles usually cost more and will vary by provider.
If you are also a subscriber to AOL Talk you will get customer and technical support services at no extra charge on the phone line on which AOL Talk is activated. For more information on AOL Talk, sign-on to your AOL software and go to AOL Keyword: AOL Talk.
I hope this information has been of use for you today Graham. I am on hand if you have any further queries however, in relation to this or any other concern you have, pertaining to AOL Broadband. Simply reply to this email, if required, and you shall be routed directly to myself since I have taken ownership of your case.

Once again Graham, thank you for contacting AOL Broadband.

Kind regards,
Eamonn,
AOL Broadband Member Services.

My reply was

Dear Eamonn
Thank you for your recent email outlining the problem you have with forwarding my email to the correct department. I do find this quite amazing that an ISP whose business is totally associated with communication has difficulties with such a simple task.
I am not sure what email client you use, but if you look carefully there is a button marked "forward". If you click on this a new screen will appear and in the address bar showing if you type the address of the intended recipient you are almost there. NEXT look for a tab marked "send". If you click on this, suddenly the email will disappear into the ether and miraculously appear on the recipients computer.

Amazing isn't it just how easy it is when you know how - I do hope you have found this information useful. But if you do have any further difficulties with you email do not hesitate to contact me as I have now taken ownership of your problem and do enjoy helping with education.

Kind Regards

Graham
AOL User (who pays for a service that isn't being supplied and is being constantly fobbed off with excuses)


I know it wont get me anywhere - but I do feel better now....

Off to get a MAC code now..

That is pure class.

Very funny indeed.

I wouldn't be at all surprised if the above started doing the rounds on the internet.

I ditched Ay? Oh 'Ell! years ago. A bunch of half-wits who caused me untold problems with my business communications. I had problems with them on numerous occasions after they took control of compuserve.

Which ISP do you propose using Graham?

From my experience, Orange were mediocre. After a few problems with SKY I am now reasonably happy with their service.

Best of luck.

Paul.


EDIT: I should have read all posts.. Good luck with BT Graham.

 

[bennesspipers]

Contact Ofcom , it worked for me.

 

[Mr E]

You'll probably find that the email messages are routed into their CRM system, and that the support operators actually can't forward / cut'n'paste from such attached docs as it breaks the audit trail on the call (which is very important when issues are escalated).

I'm not defending this, but it is sometimes good to be aware that the support guys can be just as frustrated and being patronised doesn't always help. As an example, the support forums now run by TalkTalk were originally set up by support staff independantly as they were fed up with not being able to do their job properly.

He's given the number to call - is there a problem with the people on the end of that number? You're quite right that BTW will only talk via ISPs, but at least you got a number - I never even got that from TT.

 

[crockers]

You'll probably find that the email messages are routed into their CRM system, and that the support operators actually can't forward / cut'n'paste from such attached docs as it breaks the audit trail on the call (which is very important when issues are escalated).

I'm not defending this, but it is sometimes good to be aware that the support guys can be just as frustrated and being patronised doesn't always help. As an example, the support forums now run by TalkTalk were originally set up by support staff independantly as they were fed up with not being able to do their job properly.

He's given the number to call - is there a problem with the people on the end of that number? You're quite right that BTW will only talk via ISPs, but at least you got a number - I never even got that from TT.

Oh yes I have tried that number many times and keep getting told to call BT. So I wrote to BT and got an email back explaining that they only talk to ISP as they are a wholesale division. I then sent this to AOL asking for that to me forwarded to the right department......and here the loop starts again.

 

[kth286]

have been with AOL as long as I can remember and found them helpful.

only yesterday I received a letter informing me that my service is being updraded for FREE and thanked me for being a loyal member and hoped I enjoy the new faster speed.

It included a service number in case I wanted to discuss further matters.

 

[crockers]

have been with AOL as long as I can remember and found them helpful.

only yesterday I received a letter informing me that my service is being updraded for FREE and thanked me for being a loyal member and hoped I enjoy the new faster speed.

It included a service number in case I wanted to discuss further matters.

That's good news and I'm pleased for you. I have been with AOL for many many years and always found them helpful in the past. But since they've been taken over by TalkTalk the service has gone downhill. I too was eventually offered their Platinum package with a better speed only by digging did I discover this would be a TalkTalk package and I'm not wanting my contract to be with them.
But as in all things there will be satisfied and dissatisfied customers.