[Times photo: Carrie Pratt] Lucille Brim of Largo has used America Online since 1997 and has had problems with her connection all along. But she remains an AOL subscriber because of its ease of use, e-mail and Buddy List.

By DAVE GUSSOW

© St. Petersburg Times,
published July 30, 2001

Readers give their impressions of life with and without giant Internet service provider America Online.

Lucille Brim dropped America Online once but came back. She's still an unhappy customer.

"I have had my hard drive cleaned, my cache emptied," said Mrs. Brim, 70, of Largo. "I am assured my gigs and RAMs and megas are adequate, but I still get kicked off AOL every time I try to access anything."

What keeps Mrs. Brim tethered to the largest Internet service provider? "It's so easy to use," and she likes the e-mail and Buddy List. For similar reasons, Mrs. Brim uses a Macintosh, and her computing needs are basic: surfing, e-mail, writing and a little desktop publishing.

Getting the most out of AOL Hard-core techies used to make fun of America Online, calling it Internet lite and the Web on training wheels because of its simplicity. AOL alternatives So you're fed up with America Online, or you're new to the Web and looking to sign up with somebody other than the online giant.

She tried rival Earthlink briefly, but "it was too complicated." Still, she's scouting again for an alternative to AOL. "I'm just very frustrated with them."

Mrs. Brim is not alone in this love-hate relationship with AOL. She was among St. Petersburg Times readers who answered an invitation to share their thoughts about AOL. The request for comments came in a July 2 story about the company's rate increase to $23.90 a month and competitors' plans to try to take advantage of subscriber discontent.

As the biggest kid on the Internet access block, with more than 30-million subscribers, AOL is bound to have its share of critics. But what irritates some people pleases others: Tech support is great or awful; the software bogs down computers or causes no problems.

Here are edited excerpts from other mail we received. You'll note some references to the AOL Tips box that can help loyalists get past some of the service's annoyances:

10 reasons to switch

[Times photo: Krystal Kinnunen] Teresa and Mike Richards often refer to their 2-year-old daughter, Melody, as the “AOL baby” because the couple met at an America Online chat room party in Chicago in 1996 and married a year later.

My dear, departed Mama always told me that if you can't say anything good about someone, or something, then don't say anything at all. The good things about AOL: For the Instant Message, they have smiley faces that you can send along with your message, which I think is great.

Now, Mama never did say if you could then say negative things after you have said the good things, so, I will have to conclude that it is all right to say bad things or why I do not like AOL:

1. Slow signing on. Took me four minutes tonight, and half that time with MSN, which I just signed up for.

2. AOL is forever kicking me offline, for no reason at all.

3. I keep getting error messages that say I have done something illegal. All I did was click the icon for AOL on my desktop, and the message appears and won't even let me sign on. AOL technicians, whom I know on a first name basis since I have called so many times, tell me that I am getting the error messages because my computer is 5 years old and about ready to crash. Wonderful!

4. Their task bar looks tacky.

5. You cannot read your mail offline.

6. My computer freezes up at least twice a day while on AOL.

7. AOL has a man's voice say, "Welcome." MSN has a very nice lady's voice that says, "Good morning, Samuel," or "Good afternoon, Samuel," or "Good evening, Samuel." It is a nice voice and it makes me really feel welcome. When you sign off AOL, you hear, "Goodbye." MSN says, with the same woman's voice, "Goodbye, Samuel." Parting is such sweet sorrow with MSN after hearing that voice.

Getting the most out of AOL For free access to AOL’s Instant Messaging if you’re not a member, see Tip 1. To read your mail offline, see Tip 2. To turn off sound effects, see Tip 3.

8. I don't have to listen to a squeaky door open, and a door slamming shut, like someone is really "ticked off" with you in Instant Message.

9. The banners and the links are unbelievable on AOL.

10. The price was not a factor in switching to MSN. However, MSN is $21.95, guaranteed until 2002. Also, I save $23.90 for three months because I get three free months from MSN.

Samuel M. Anderson
Pinellas Park

There are many features about AOL that I especially like, such as the easy e-mail system, instant messages, formats in general, and so on.

However, there are certain features I've grown tired of, the main one being knocked offline and having to log back on, which can take a little time. It seems the time to get (on) has increased lately.

Getting the most out of AOL For advice on how to turn off the "pop-up" ads in AOL, see Tip 5. For a better deal on using AOL with a high-speed service such as Road Runner, see Tip 4.

The ads don't bother me. I just click "no thanks" and rarely read them. As far as the price increase, that doesn't bother me either because I had Road Runner installed, which costs twice as much, although it does free up the phone line and getting online is much quicker.

I'm hoping with Road Runner that I won't be knocked offline as I have been all too often with AOL. I do intend to keep AOL for another couple months though.

Jean Willson
Seminole

Just say no to ads

It is very user-friendly, with easy upgrades. In almost all articles I have read, people complain about advertising. It is never mentioned that the ads can be turned off. I have heard stories of other Internet service providers, and I am happy to be with AOL.

Mark Scheidegger
Pinellas Park

Cheap works

I used AOL until changing to Juno's annual plan. For $99.95 a year, I get unlimited access. Also, a credit card is not needed; they accept a check. AOL will debit a bank account, but they charge several dollars a month for this service. Juno gives you excellent service for the equivalent of $8.33 a month.

Tom George
South Pasadena

It's great . . . it's terrible

I have been on AOL for over six years, even met my second husband in a chat room there. (We've been married for four-and-a-half years . . . very happy still!)

I think AOL is great for a lot of reasons, but I also think it has become way too big and they have no care for the people that have made them what they are. AOL is great because it is so user-friendly, easy to learn your way around and they offer so much more than just Web surfing.

Getting the most out of AOL For the hard-to-find 800 number to reach AOL customer service, see Tip 6

AOL is terrible with the overkill on advertising, slow loading even with a cable modem, and discontinuing services without subscriber input. They say they help cut down spam and X-rated e-mail but don't. Customer service is a joke!

Price really isn't the issue with me. I still like AOL enough to stay, but if anyone could ever come up with a similar concept, without the junk and hassles, I'd switch in a minute! I have tried all kinds of other services and always come back.

Teresa Richards
Clearwater

An AOL-owned competitor

I had it, I liked it, I left it, but I had incentive.

I had AOL for about five years and loved certain aspects, such as customized signatures on e-mail and the capability to include a photo or graphic embedded in the heart of the e-mail letter.

What didn't I like? The constant flooding of my mailbox with spam! I don't care what AOL says about how they are trying to control it. It just kept coming and coming and coming. From porn sites to investments, it seems AOL consumers are open game for anyone wanting to reach a mass market.

Why did I switch? Because I bought a new computer that required a three-year contract with CompuServe. It was the best thing that could have happened. Did you know it is not only owned by AOL but has the same formats? All the good features of AOL are right there in CompuServe. In fact, it is really hard to tell them apart.

Now for the bonus. With CompuServe, the spam stopped immediately. No more signing on and finding my mailbox stuffed with e-mail wanting me to buy just about anything imaginable. Anything AOL can do, CompuServe can do, and they are interchangeable with their features.

And the best part: AOL has raised their rates and CompuServe has not, at least not to this date. Why anyone on earth would want to have AOL when they can get CompuServe for the same money (or less) is beyond me.

Bob Lartz
Seminole

Fed up with spam

My frustration is with all the junk mail, which is becoming a real problem. But the other problem we have encountered was with the 6.0 upgrade which bogs down our whole system. We also have a vacation location in which we do not have access without dial-up charges. Enough is enough already!

Marylee C. Jensen
Tarpon Springs

Back in the fold

After using Earthlink, CompuServe and Juno, I couldn't get back to AOL fast enough. What I mostly got from those three were error messages with all kinds of reasons why their software wouldn't function properly.

I have used AOL from version 2.0 to the present 6.0 and have never had a problem with their software. This doesn't even take into consideration the additional things that they offer besides the Internet. So, those that will switch to save a couple of bucks I predict will come back when they spend all their time trying to get online.

Ken Stevenson
Sun City Center

A user-friendly place

I have been a subscriber to AOL since 1997. I have very few problems with them, and their tech support is excellent. I guess the biggest reason why I like AOL is because it is very user-friendly. I am the the founder of the African American Computer Club of Tampa Bay and I recommend everyone get AOL when they purchase a computer. They are constantly upgrading the program and making it easier to use.

I was not pleased with their (price) increase, but it has been a while since their last rate hike. It was not enough to cause me to consider changing Internet providers. Everyone that I know that tried other Internet providers either went back to AOL or switched to AOL see how user-friendly the program and the fact that AOL is an Internet within itself.

Jeffery Williams
St. Petersburg

Just ignore the ads

I do not plan to drop AOL. I like their features, I like the format of their e-mail and I like their response to problems. I ignore the ads. If advertisements were a criteria for what we did or did not do, we would not watch TV, listen to the radio or read the St. Pete Times.

Len Wilson
St. Petersburg

Almost perfect

I will stick with AOL. The service from the tech reps is the very best, either by e-mail or over the 800 number.

In AOL 6, I can make a backup of my Favorites file. With Adsubtract, AOL is much more likable. Adsubtract blocks about 40 cookies and 100 ads per day. For those sites that insist on cookies, I can instruct Adsubtract to let them through.

We are fortunate in this area to have 10 different access numbers for AOL. It does bug me, however, that the spellcheck insists that Internet have a capital letter and I cannot change it.

Gordon C. Shaw
Clearwater

A need for speed

Overall, I would give AOL high marks. I have had only one or two access problems in two years online. -- Paul Kuykendall, of Belleaire Bluffs

I guess that I will have to leave if they do not offer a reasonable DSL/cable access price. Road Runner on Time Warner offers AOL for $10 extra. I really need broadband service because of the large downloads I do.

Overall, I would give AOL high marks. I have had only one or two access problems in two years online. I use multiple screen names for my various mailing lists and hobbies. I can have a different Web site for each screen name.

The software is very easy to use. I disabled the pop-up advertising and cookies with three mouse clicks. I think you get quite a lot for the amount of money you pay, but DSL or cable is expensive and paying the extra for AOL will probably not be a part of my plans.

Paul Kuykendall
Belleair Bluffs

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