rex!aol.com!PMDAtropos writes:
> This confuses and bothers me for several reasons. For one, *I* am (a)
> liaison, at least the primary one, and have been for over a year. Up until
> recently, I was the one who answered *every* piece of mail sent to
> postmaster@aol.com, listmaster@aol.com, usenet@aol.com, newsmaster@aol.com
> and a good share of root@aol.com. I have had a n assistant for the past
> several months who handles routine postmaster mail, and forwards anything
> otherwise directly to me.
>
> So far, this mail is the the (second?) time I've ever heard from you. If
> you've gotten the ackbot message, then your mail *was* received by
> postmaster@aol.com/usenet@aol.com. Since I never got anything forwarded, the
> mail was either a complaint about an AOL member (in which case the complaint
> was sent to Terms of Service for processing) or for some reason my assistant
> felt it was not necessary to forward it on to me. I find it hard to believe
> that he would do this.
That's your problem, not mine. I could care less what the reasons are that you
or someone in the AOL organization didn't feel it necessary to reply to my
messages. The fact is that you didn't e-mail me until one of the subscribers
to the New Orleans Mailing List who is an AOL customer sent feedback to you
folks. If your internal method of handling complaints is to send them to
"Terms of Service" (whatever in the world that is) to be "processed," then I
submit that this is where the system is most likely breaking down.
You say you're the person in the liaison role, yet you also say that complaints
about users go someplace else. Which is it? While having someone to handle
technical issues is important, maintaining good relations with the rest of the
world when your users annoy the rest of the world isn't a bad thing, either.
My only impression of your service as liaison is that you didn't react until
one of your customers suggested you react.
> This is understandably irritating. I receive several hundred pieces of mail a
> day for the three lists I run. Most of the mail comes from non-AOL sites,
> much of it from users whose quotas have been exceeded, who have lost their
> accounts, etc. -- typical list admin messages. Mail I get regarding AOL
> subscribers whose mailboxes have filled result in their subscriptions to my
> lists being ended. If members cannot be bothered to read or download their
> mail regularly, they obviously aren't that interested in my lists (one of
> which runs an average of 100 pcs a day). We *DO* tell them to be careful when
> joining lists, and we *DO* tell them to manage their mailboxes. 550 pieces of
> mail per user on our host system is not unreasonable, especially when it is
> quite easy to transfer all of your mail from the host to your local computer
> on a regular basis (as often as once an hour).
It's more than understandably irritating. If there are more folks out there
who are running into the same problems as I am, more and more of the Internet
is going to become closed off to AOL users. That's going to end up one day as
a story in the Wall Street Journal if you folks don't take some sort of
pro-active attitude to work on the problem.
|Edward J. Branley elendil@mintir.new-orleans.la.us|
|Seashell Software +1.504.455.5087 (voice)|
|3508 North Woodlawn Ave, Metairie, LA 70006 +1.504.455.8665 (bbs)|
References:
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