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AOL has a special department for Macintosh Technical Support, so
Macintosh related topics will not be covered in this lesson. |
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| Lesson 11: AOL Technical Assistance |
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| Many people experience
difficulty after an upgrade, and it can be infuriating. For some users, the
entire system can lock up, forcing them to reboot by physically turning off
the computer. It helps to know where you can turn during times like these. AOL
has wonderful technicians to get you through a wide variety of problems.
They are courteous, friendly people who want to help. |
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Very Important
Note: Internet Baby Steps is in no way affiliated with AOL.
We do not have access to AOL databases, and cannot take complaints.
If you are experiencing difficulty with your computer, please contact
the AOL Help Desk.
Also, AOL has a separate department for
Macintosh Technical Support, and Macintosh related topics will not be
covered in these lessons. |
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| Sometimes, these agents will send you a list of instructions, which can be
saved to your filing cabinet for future reference, as well as immediate
assistance. |
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| After you have completed your conversation, simply click "copy" and paste it
in an e-mail to yourself for future reference. Make sure you print a copy or
save it in a document too, so you can have your instructions, even offline. |
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Note: Its a good idea to
write an e-mail to yourself stating the entire problem, exact error
messages, as well as a list of all of the steps you have tried so far. Keep
a running log to help you. When you access the technician, you can copy and
paste the text, making sure not to leave out anything. |
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1. On the HELP drop down menu, select AOL HELP (or push the
F1
key on your keyboard) |
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Note: From this location,
you have access help to a variety of topics in text format. If these texts
do not contain information on your particular problem, continue with the
baby steps. |
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2. Click on the link that says "Get Free Live Help 24 hours a day,
7 days a week" |
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3. Click the link that says Get Live Online Help |
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Note: From this location,
you are given the option of contact by telephone, e-mail, live help and also
a link back to the texts you accessed in step 1. |
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| 4. Scroll down on the right, and lick the
link that says Live Help. |
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5. Click the Technical link on the right |
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| 6. When the welcome screen appears, click the button that
says Go There (this takes several seconds) |
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| 7. When the conversation has ended, click
the button that says Copy to keep a copy for your records (this also takes
several seconds). |
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| Sample Conversation" |
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Connecting to server. Please wait...
Connected to us01.mhi.aol.com
AOLTechRSA has joined this session!
AOLTechRSA: Hello. My name is Reynaldo. I am happy to address any
questions or concerns you may have. Before we begin, may I please have
your first name?
You: Hi My name is Shawn
AOLTechRSA: Nice to meet you Shawn. How may I help you today? :-)
You: I just upgraded my AOL to 7.0 the other day (using the download),
and it installed just fine. When I went into AOL, it froze for about 90
seconds, and then gave me a message (where my buddy list is supposed to
be) that said "AOL has detected an error with your connection to the
internet. Please restart your computer and sign on again". I did that.
You: Unfortunately, I still get that message. I replaced global.org
already, but that didn't work. I contacted AOL tech support again, and I
was told to reinstall. I tried to reinstall, but the same thing
happened. Can I get an installation CD sent to me so I can try it that
way?
AOLTechRSA: Yes Shawn.
You: oh good
AOLTechRSA: May I know what address am I going to send the CD?
You: 221b Baker St. Anywhere, USA 00000
AOLTechRSA: Also, may I have your telephone number?
You: sure (555) 555-5555
AOLTechRSA: Thank you very much for this information Shawn.
AOLTechRSA: You will be receiving the CD within seven to ten days from
now. Would that be okay with you?
You: that would be fine, thank you
AOLTechRSA: You are very much Welcome Shawn. It has been a pleasure for
me to assist you. Have a great day!
AOLTechRSA: Take care!
You: you too |
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8. After you have completed your conversation, simply click
Copy and paste it in an e-mail to yourself for future reference. Make sure you
Print a copy or save it in a document too, so you can have your instructions,
even offline. |
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You will receive, after a short time, an e-mail asking you to
evaluate the online help. |
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