AOL's Weakest Link
from the we-have-to-<i>support</i>-the-customer? dept
Okay, so anyone who’s been on the internet for more than a few minutes knows that AOL has horrible customer support. In 1996 I said that their horrible customer support would bring them down. There was no way they could keep signing up customers at the rate they were and provide them with such terrible service. I was wrong. Now, here come the same arguments again. AOL is killing itself with bad customer support and people are leaving them to go elsewhere. AOL just shrugs and says “yeah, but look how many people we did sign up”. Compared to that, the number they lose is tiny. One of these days it might be a problem, but AOL seems to have figured out the science of making their users think that bad service is ok.