AOL UNFAIRLY MALIGNED

BY MAVIS SCANLON To the Editor: I am writing with regard to the piece written by Alicia Mundy in your July 21, 2003, issue of Cable World. Unfortunately, Ms. Mundy’s column distorts key facts about our interactions with her, and leaves out many others. She contacted us dozens of times in February and March, and we went out of our way to help her. Our customer support team reported her problem was fixed after spending over 25 hours on the phone with her or working to resolve her issues. I also spent a considerable amount of time speaking to her and assisting her. Regretfully, Ms. Mundy then decided to write a column claiming she didn’t get help from us. That is absolutely untrue and totally unfair. She also claims her problems weren’t resolved. Our staff indicates otherwise, based on the evidence we collected during the long process of helping Ms. Mundy. Her “staff opinion” on page 66 does AOL, and the people who worked hard to fix her computer problems, a disservice.
Nicholas J. Graham
VP, corporate
communications
America Online Inc.