AOL 6.0 not what some customers expected, Part 1 of 2

AOL recently released AOL 6.0, the company's latest client software, but the launch was not without problems.

Complaints ranged from mysteriously disappearing network settings and PC slowdowns to all-out crashes. And what I found to be a true sign of poor customer service and tech support at AOL is that many readers wrote to Network World for information on how to fix the specific problems they were having with the software.

I wasn't surprised to hear that customers had trouble getting information from AOL. We made nearly two dozen attempts to get AOL to comment on the software issues and how the company is addressing those issues, but to no avail.

Before I go on, it's only fair to say that we did receive e-mails from some customers saying they downloaded AOL 6.0 and did not experience any problems. But they were outnumbered by e-mail messages from frustrated users such as these:

Brian McGehee, a systems technician in Burlington, N.C., writes:

"I downloaded AOL 6.0 two days ago. My PC was almost rendered inoperable after the download was complete! I tried for 3 hours to fix the problem. I even tried [Windows] Millennium's new system restore to bring it back and that didn't help! I finally had to format my drive and start all over (without AOL 6.0). I'm not real happy with 5.0 and I thought AOL 6.0 was going to fix some of the Millennium-AOL issues. But I guess not. I'm connecting with a 56K modem. If you get any info from the AOL techs I would GREATLY appreciate if you could e-mail me."

Ed Oblas, a computer specialist in Bowie, Md., writes:

"Yes, it's true. The AOL 6.0 install destroyed my PC. I run a Dell 800 MHz machine with a DSL connection from [Verizon]. The install kicked off when I exited AOL after downloading the software. After the software installed, I could no longer access any network resources either via the DSL line or my home network. My network settings were all destroyed. The PC also began to have errors that I had never seen before. In an effort to fix the problems, I tried re-installing the network, which caused the PC to refuse to boot. My only recourse is to reinstall everything, which, of course, means that all my data will be wiped out because of Dell's new Restore CD. As for AOL giving help, I don't call AOL for help, because the first thing they ask you to do is unplug the machine and plug it back in and/or reboot. I have found that in the past I know more about resolving the problem than AOL tech support does. The tech support is targeted toward novice users. After the install changed all my network settings, I tried fixing them as I had created them to begin with. My attempts to fix the problem resulted in numerous operating system errors and a nonbootable Windows 98 installation. I am quite furious with AOL."

Jose, a systems manager in Newark, NJ, writes:

"Regarding AOL 6.0, I had the same problem as discussed in the article [AOL 6.0 wreaks havoc with some PCs, Network World Fusion, 10/31/00]. After installing 6.0, my computer froze repeatedly during boot-up. I almost had to reformat my hard drive to fix the problem. I eventually went into safe mode and removed all my network setting as well as Dial-Up Networking and re-installed it. Once I was able to boot windows normally I reinstalled Dial-Up Networking and manually installed my network drivers."

I'll include more user reactions in the ISP newsletter later this week.

Denise Pappalardo is a senior editor for Network World, covering ISPs, VPNs and related topics. Reach her at denisep@nww.com.

Internet Services archive
Past newsletters.

AOL 6.0 wreaks havoc with some PCs
Network World Fusion, 10/31/00

AOL 5.0 draws more fire
IDG News Service, 02/28/00

AOL hit with $8 billion class-action lawsuit
InfoWorld, 02/03/00