On CNN today, Ali Velshi did a bit on the 30th anniversary of AOL. He interviewed Steve Case, former CEO and discussed AOL's meteoric rise in the early and mid-90's how and how their membership numbered in the millions, and howby purchasing Time Warner it became the world's largest media conglomerate.
Then, predictably, he asked what happened? Why did people suddenly leave AOL in droves?
As a former AOL tech support rep, I think I can answer that. AOL is fine for people with no clue. However, as they become more sophisticated, they begin to see the many ways in which AOL is lacking. They begin to get tired of the inherent limitations of AOL's proprietary software. They tire of the advertising slapped onto every damn bit of virtual real estate available. They become annoyed that AOL doesn't play nice with other software.
For me personally, the cutting point was calling America Online for support with a password issue and getting a rep with an obvious Indian accent who called himself "Sean." I called back with a follow up question and got a girl with an obvious Indian accent calling herself "Betty." Glad to see that AOL's Albuquerque call center, which employed 1200 people when I worked there, is no longer there -- and AOL is a primary out-sourcer of jobs to India.
Jesus. At least when I answered the phone, it was with my real name.
Great going.
Ink Paper Words' Profile
- ~j~
- Pacific Northwest, United States
- In elementary school, I desperately wanted my mother to order books for me from those flyers Scholastic hands out to kids. She refused, citing the "perfectly good library down the street." I exacted revenge by becoming a card-carrying ALA accredited reference librarian. Ha! Take that!
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