AOL, ONLINE COLOSSUS
It was no great surprise to see AOL chairman Steve Case on your cover [BUSINESS, Sept. 22]. But he is newsworthy not so much as a champion of a burgeoning industry but rather as a man with more dissatisfied customers than anyone else on the planet. RICK RAUCH Boulder, Colo.
I found Case's statement that he wants his company to be "customer friendly" quite ironic. If it is true, he needs to give his customer-service representatives some lessons in "friendly." One day, after being an AOL subscriber for a couple of years, I was suddenly denied access. My...
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