I recognise the cut down version you refer to, I had it as Compuserve which was my first "isp"
As far as the AOL browser is concerned I don't use it other than for email.
As far as support is concerned I haven't had to use it very much as I've had few problems, when I have, it's been Indian or Irish technies who know their stuff.
As far as I'm concerned an ISP is just a connection and mine works, my only concern is being locked in as there are cheaper deals about. To that end I've bought myself a domain and will, eventually, change if AOL won't cut their prices.
Don't see what the fuss is about really.