Word: aol
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...result? Half a million new subscribers in four weeks, twice the usage from your existing customers and countless unhappy people, such as Bill Blevins, a Springfield, Missouri, police dispatcher and AOL subscriber who spent four hours and hundreds of busy signals one afternoon last week before managing to log on. "It's got progressively worse," says a weary Blevins. "They're advertising something they can't provide...
...complaints and threats of legal action from three dozen state attorneys general, America Online, the world's largest Internet and online-service provider, agreed to cancel its cool, Jetsons-themed television pitches for new subscribers while it augments its network to accommodate the 8 million members it already has. AOL is committed to spending $350 million over the next few months to add 150,000 modems. As part of the deal made with the attorneys general, the company also agreed to offer rebates of up to $39.90 for users who couldn't get what they were paying...
...wouldn't you know it? AOL's phone lines were swamped once again, this time by users requesting refunds. Many of them were angry at being kept on hold for long periods, but state regulators pronounced themselves satisfied. Most analysts also seemed unconcerned. Said Lehman Brothers analyst Brian Oakes: "I think we've passed the peak of the problems with both the busy signals and the refund calls. There's always an initial wave...
...refund AOL is offering to customers who have difficulty getting on-line is merely the extension of an old policy, Nerzig says...
Customers can now mail requests for credit to an AOL office in Utah in addition to contacting AOL though phone lines...