[WinMac] From CNN: Disgruntled AOL 5.0 users seek up to $8 billion in damages
Daniel L. Schwartz(expresso[at]snip.net)
Wed, 02 Feb 2000 14:12:21 -0500
Well, as System Admins we all have to tolerate renegade users on our
networks installing AOL software and consequently screwing things up. Well,
it's a LOT worse than many of us thought with AOL 5.0 software, even
adversely affecting unrelated applications such as Quicken.
About an hour ago (12:45 PM EST) CNN aired a piece on this very problem as
well as the lawsuit just filed; plus the link to the corresponding article
is right on their web site's front page today.
I have a strict rule: I do *not* support computers that have AOL software
installed on them, even if I initially sold &/or configured the machines...
And it looks like I was right...
By the way, does anyone know the effects of AOL 5.0 on Win2k boxes that
are not locked down?
Cheers!
Dan
From
<http://www.cnn.com/2000/TECH/computing/02/02/aol.lawsuit.02/index.html>
http://www.cnn.com/2000/TECH/computing/02/02/aol.lawsuit.02/index.html
###########
Disgruntled AOL 5.0 users seek up to $8 billion in damages
February 2, 2000
Web posted at: 12:44 p.m. EST (1744 GMT)
>From staff and wire reports
WASHINGTON (CNN) -- Charging that America Online's new Internet software
creates serious difficulties for people trying to use other Internet
service providers, a class-action lawsuit calls for up to $8 billion in
damages for those who have downloaded the upgrade.
AOL spokesman Rich D'Amato said Wednesday the lawsuit "has no basis in fact
or law." Top company officials said that customers agree to specific
conditions when they install version 5.0 of AOL's Internet software, and
that the new software offers improved features and a stable Internet
environment.
AOL has said previously that complaints about interference by its software
were overblown. But some AOL customers and competitors contend the product
also damages computer programs unrelated to Internet service.
The suit, alleging a deceptive trade practice and violation of
computer-tampering laws, seeks damages of up to $1,000 for each of the
approximately 8 million people who have downloaded the software.
The civil action was filed earlier this week in U.S. District Court in
Alexandria, Virginia, near AOL's corporate headquarters. It follows scores
of complaints lodged by customers of the online service about problems they
encountered after installing version 5.0.
AOL has encouraged users to install its latest Internet software. It has
"many new additions under the hood to make it just easier for consumers to
get connected and enjoy the online experience," said David Gang, an AOL
vice-president.
'A beast to fix'
But those changes "under the hood," which can alter a user's existing files
and settings, have caused some serious frustrations.
"As soon as I installed that it started crashing, started locking up. It
started just having a realm of unknown problems," said Danny Brown, owner
of the Computer Handyman.
>From chat rooms to computer repair shops, there are warnings about how the
upgrade can wreak havoc on unrelated computer programs. People who have
installed it say undoing the damage can be difficult.
"Even for some of the real networking pros, this thing can be a beast to
fix," said Doug Barney, a columnist for Network World magazine.
Customers must agree to the changes when they install 5.0, AOL responds.
"AOL does ask you if you want us to be your default connection to the
Internet. And when you select yes, we set up in conjunction with what
windows software allows you to do, your default online experience."
Some computer professionals say that really means that AOL takes over a
user's machine. Experts agree that 5.0 can provide a more stable Internet
experience for customers who use only AOL services.
Prodigy exec is furious
But computer technicians say the upgrade can interfere with many other
programs -- Internet related or not -- including e-mail, games and
financial software like Quicken.
The most serious problems seem to affect AOL users who have a second
Internet service provider. About 8 percent, or 1.6 million, of AOL's 20
million customers have a second ISP.
The chief technology officer of a major ISP competitor is furious.
"They really haven't told the user, 'I'm going to disable your other ISP's,
I'm going to delete information from your machines, and I'm going to make
it impossible for you to get back on without uninstalling software and
re-installing software,'" Prodigy's Bill Kirkner said.
Some computer professionals simply advise against upgrading. "As a common
rule here in the shop we will not install 5.0 because it is a very
unpredictable program," said Mark Yerkes, a repair technician.
Microsoft-like backlash next?
Because of the 5.0 troubles, AOL risks customer resentment similar to that
faced by Microsoft, analyst Doug Barney said.
"Microsoft software often times will take over your computer and will
interfere with some other vendors products," he said. "And Microsoft has
had its reputation tarnished by these types of reports. AOL is in danger of
doing the exact same thing and having the exact same harm done to its
reputation."
AOL said it constantly improves its Internet software, but for now has no
plans to change its current 5.0 version. AOL has announced a planned merger
with Time-Warner, the parent company of CNN.
CNN correspondent Marsha Walton and the Associated Press contributed to
this report.
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