AOL complaint finally resolved and happy!!!

MissG_2

A copy of my complaint which was sent to AOL is below...........

Where do i start?

I would say the past 6/8 weeks AOL has seriously lost all my respect i had for them as a company.

I have spent in excess of 8 1/2 hours trying to resolve a fault with my service. During this time i spoke have with numerous advisors/2nd line advisors/ managers when they called me back (all of whom have severely let me down with information they have provided).

The disruption to my service lasted in excess 5 weeks in which time the service was constantly disrupted and constantly disconnected.

Every time i spoke with one of your advisors they promised to fix the problem within 24/48/72 hours or even 1-2 weeks, the only person who managed to resolve the problem was a manager who i last spoke with. Unfortunately this manager has still left the issue unresolved.

I feel most of the advisors I spoke with just plainly couldn’t be bothered to address the problems I was having and it was easier to pass the buck onto someone else or make a false promise they knew they had no intention of keeping. I also requested on several occasions to speak with a manager and was met with the response there is no-one available or they will call you back shortly. I am sorry but this is just blatant lies and is simply not good enough!!!

The entire amount of phone calls cost me in excess of £65, calling a national rate number from my mobile costs me £0.10 per minute.

As a result i requested to be given 3 months free service, i was insulted by being offered 1 months free service which i provisionally accepted pending having the service fixed.

Now this is the real clincher, what have AOL done? They have yet again debited my account with my monthly charge thus not giving me any sort of compensation for the numerous errors and extremely inconvenience and inadequate service you provided.

I would like to point out i have been a loyal customer for well over 3 years and this is how i am treated!!!

******Result******

I emailed some guy yesterday, he called me today and it has been fully resolved.

1 = He has said that each of the people who have not fulfilled their promise will be offered feedback in order to improve their service.

2 = Reduced my broadband cost from £17.99 p/month to £15.99 for life.

3 = 6 months FOC service

He has emailed this to me as confirmation and confirmed this will be in place from next month. Thats what i call a result, I would like to point out during this time my o/h was in the middle of setting up his part time summer business and the disruption was just a major headache for the both of us.