Please don't Go (AOL)

Member Name: harveyspeed

Product:	AOL
Date:	27/05/09 (55 review reads)
Rating:

Advantages: Reliable service, service often upgraded free of charge.

Disadvantages: Poor Customer Service when leaving, bit pricey compared to other providers

We have been with AOL for about 6 years and the service we got from them was excellent and faultless, that was, until I decided to leave them! I can honestly say that the internet they provided was uninteruptly, I was rarely disconnected and the speed was good, even during peak times.

It came to the point, about 12 months ago, when it was quite clear there was better deals on the market. But it wasn't until about 4 months ago that we decided we were going to switch to an all in one package from Sky. OK, so fair enough, you expect them to make you an offer when you call up to let them know you're leaving. The offer was not as good as what Sky were offering and this was made clear. After a few minutes we were informed that we would be receiving a MAC code in the mail within the next 5 working days, this would allow us to 'migrate' to Sky.

Unfortunately this did not arrive. We gave it about 3 weeks before calling AOL up again. It was this call which did it for me. We spoke to an Irish lady, who despite being informed we had been offered other deals from AOL, decided to offer them to us again. She whined for about 20 minutes about how poor Sky customer service was, how the service was new and unreliable. She eventually said our MAC would be emailed within 5 days.

Lo and behold, we did not receive our code. We once again waited around 3 weeks and called them again. This time we made it clear that this was the final straw, and eventually we were given the code.

I thought I'd check on other peoples experiences with AOL Customer Services, and it looks like many have had similar problems. There is a very good video on YouTube of an american man trying to leave AOL which I highly recommend.

So despite this being one long moan, AOL are a fantastic service. They're very reliable, but God help you when you decide to leave!

Summary: A really good, reliable service. But they just don't want to let go of you.