Public Mediation

My Claim vs. Aol.Com Dispute

T. J. vs. Aol.Com - America Online
770 Broadway, New York, New York, 10003, United States
Amount Involved: $460.00
    • Status: In Negotiation
      This claim has posted for public comment and negotiation. It will remain posted until resolved to the claimant's satisfaction. Suggest a resolution to help these parties reach a settlement.
       (seeking public comment)
    • Claimant Seeks: 4 non-monetary items.
    • Claim #: 1240320
    • Amount Involved: 460.00
    • Filed On: May 20, 2015
    • Posted On: May 31, 2015
    • Complaint(s):
      • Problem with a service
      • Customer service runarounds
      • Poor Value for Money
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Statement of Claim
Complaints Involved (4) - View
Claimant says:
"cI have been told that a box for my broken computer would be sent, yet six weeks later, no boa has arrived. I pay $26 a month for Extended Computer Protection and have spent many, many hours on the phone diagnosing this computer. AOL reps even had me to talk to their service company, Asurion, in Rochester, NY and a supervisor there told me a box was forthcoming. Thjey have charged my credit card, lied about a refund coming and a repair box being sent out.

When I try to fix this, the rep at AOL, Dan, refused to give me an email eddress to report back if action had been taken to resolve the issue. He told me that there would be a group conference call between AOL and Asurion and me. They have not called yet. Why not????

This is maddenlingly frustrating, a total collapse of customer support and service."
...
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What Claimant Wants Hide
Non-Cash
What By When How Much
1. Repair: My computer, as promised!!!!!!! Jun 04, 2015 N/A
2. Replace: Refurbished Dell Latitude E6530 with 8 GB Ram and 500 HD, 15.6 Jun 04, 2015 N/A
3. Apology: I want a phone call from the top level of both AOL and Asurion for atrocious service. I just would like to help them get their service right. Jun 04, 2015 N/A
4. Change of policy: Let AOL reps email customers and followup on the customer processing via eamil; make the phone call details available to AOl customers so they have a record of who they talked to and actions taken to fix computers; get more reps, minimize hold times for new call to 2 mins or less Jun 04, 2015 N/A
Cash
1. Refund: refund of $100 repair fee, promised to me Jun 04, 2015 $100.00
2. Pay me for my time: 12 hours of calls Jun 04, 2015 $360.00
3. Other – Copy claim to regulators Jun 04, 2015 $14.99
4. Other – Pay for claim posting cost Jun 04, 2015 $7.99
5. Other – Physical delivery charges Jun 04, 2015 $2.99
Cash total : $485.97
Non-cash: 4 items
  • 0
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Respondent's Counteroffer

There has been no response to this claim from AOL.com - America Online. This claim will remain posted until resolved
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