Posted: 26th Sep, 2005 By: MarkJ
AOL UK has paid out over £100,000 in compensation after a failed network upgrade left 20,000 (£5 each) of its ISP customers without broadband. Other providers, such as
Bulldog, could learn a few things from AOL:
Last week, AOL UK sent a pop-up to around 50,000 punters telling them about the ISP's ongoing network upgrade. Of those, half were downed when they clicked on the pop-up and followed instructions to upgrade their connection.
As a result, punters lost their connection. When they tried to call tech support many experienced long wait times as AOL's helpdesk was flooded with calls.
The £5 compensation is due to cover the cost of calls after the ISP began charging for tech support in August.It's rare to see any ISP issue compensation for problems experienced on a residential package, although one or two others have done something similar.
We could name a few providers that would probably go broke if they were forced to compensate customers for all the problems experienced. More @
The Register.