For the last few weeks, I've discussed poor customer service from AOL. But the problem is found in other Internet services too -- and is compounded when the service itself is lacking.

 

I've just had the opportunity to personally play with -- and be frustrated by -- AT&T's WorldNet Service. It reminds me of Internet days gone by, where slow speeds, underachieving software and poor support were the norm.

From first step through the last, I found AT&T's service lacking and the customer representatives difficult.

My view of AT&T WorldNet as a dinosaur started when I tried to sign up for the service using an already in-place DSL connection. "No problem," thought I. "I'll just connect through another service provider when I install the AT&T software."

No dice. The software would not work unless connected through a modem. So I had to find an extra phone cord and string it out across the room.

The installation also was problematic, as the AT&T software overwrote some of my local settings without asking for my permission, and re-branded my Internet Explorer browser as an AT&T WorldNet browser.

Even after stopping the service and trying to update Internet Explorer, it still reminds me on-screen that it was once used by AT&T.

The e-mail software is vintage 1995. I installed the service because one of my own clients was having problems with his AT&T Web-based e-mail software.

I thought my client simply didn't understand what to do, and that I would be able to find the functionality he needed, so I could walk him through the steps.

Alas, the e-mail functionality was limited at best. So I had to tell my customer that he simply couldn't do what he wanted with the AT&T service.

The worst problem, though, is trying to cancel the service. I attempted to cancel it online, but apparently didn't finish the process -- or at least that's what AT&T customer support representatives keep telling me. So when I saw an unacceptable AT&T WorldNet monthly charge on my credit card, I called to report the problem.

The rep refused to remove the charge from my credit card, and acted irritated when I asked to speak with her supervisor.

In fact, she refused, but did finally promise me a call back within 48 hours.

My callback came in the form of a voice-mail from Chris, a supervisor in British Columbia. Chris' message said that they had no record of cancellation before my phone call a day earlier. So they would not refund the money, but agreed to no longer bill my card.

My recourse, according to Chris, was to call the same toll-free number, which I had already been told is manned by only nonsupervisors unable to correct the problem.

So, in less than a month, I encountered as many different problems with a single Internet service as most people encounter in other services over a span of years. It's unfortunate that one company can make so many mistakes in such a short time.

Normally, I have enough background to get through such problems; but it was particularly difficult here. I'd hate to think about the computer novices who signed up for the service and how difficult it must be for them.

At least America Online users get value added features and AOL exclusive content, which, for some people, will make up for the generally poor support. I see none of that with WorldNet.

Of course, with these and with other services, there are probably many incidences of great support, too. Feel free to send me yours.

First Published: April 3, 2003, 5:00 a.m.