At a Jan. 24 press conference in Albany, N.Y., Mr. Vacco said "The bottom line here is that if you pay for unlimited access, you should receive unlimited access. And we know that many people are getting no access whatsoever. The situation, as it stands now, is unacceptable."
AOL Chairman Steve Case on Friday fielded questions from reporters during televised conferences on TV networks including MSNBC and CNBC. AOL on Thursday met with 20 state attorneys general to discuss issues surrounding the service difficulties.
Asked about poor customer service availability for consumers wishing to end subscriptions, he said, "I'm not going to discuss what's on the table" with the attorney generals and said it was "hard to predict" when a solution would be reached.
He said AOL is not considering giving customers refunds at this point. As to the large volume of customer shutout caused by the network problem, "stats don't bear that out," he said.
Copyright January 1997, Crain Communications Inc.