AOL rejects software complaints

There's no such thing as a free browse

By BBC News Online technology correspondent Mark Ward

AOL has rebuffed claims that its software rides roughshod over the other programs people use to connect to the net.

The software problems came to light when consumers contacting the BBC complained about the difficulties they were having signing up and signing off from AOL's free trial offer.

But AOL said its software did little different to that of other net service providers, but added that problems could arise depending on the choices consumers made while installing its net browser.

As some UK consumers complain about the software, some US consumers are taking legal action. This month, a lawsuit launched by the aggrieved consumers cleared an important legal obstacle.

Consumer complaints

Last week an investigation by the BBC uncovered complaints from dozens of disgruntled consumers, annoyed by how difficult they found it to end the free AOL trial.

The complaints come from people who signed up for AOL's offer of a free 99-hour trial. Many of those complaining said they ended up paying for the free service even though they stopped using it.

Matt Peacock, communications director for AOL UK, said it had been working hard all weekend to resolve the complaints, and by the end of 8 May he said it should have contacted all the people who sent complaints to BBC.

"What concerns us is that this is many more complaints than we have experienced in the last few years," said Mr Peacock. "It comes down to changes we needed to have made to our member services department.

He urged anyone who still had a complaint to e-mail it to [e-mail], or call the free help line. More people had been drafted in to answer calls, and now people should have to wait no longer than five minutes to get through, he said.

Installion options

Mr Peacock dismissed accusations that the AOL software, which must be installed to use its service, stops a PC dialling other net service providers. But he added that some of the choices people made when installing the software could cause changes.

AOL uses a proprietary program, now in its 6th version, to give subscribers access to member services. But at the heart of the AOL software is version 5.5 of Microsoft's Internet Explorer browser.

When the AOL software is being installed, it checks to see which version of Internet Explorer a PC has on board, he said. If it finds an old version then it upgrades the browser to a version that works with the AOL software.

Watchdog gave AOL UK a once-over

"This is a good thing," said Mr Peacock. "Newer versions of software tend to be proven and old bugs are ironed out."

The upgrade results in an AOL-branded Internet Explorer that, Mr Peacock said, might lead people to believe their PC had been hijacked.

Court case

Problems could arise later in the installation process too, said Mr Peacock. Once the AOL software is installed, Windows usually asks if a user wants it to become their default, or main, way of going online. Those clicking on the "yes" box may find some of their dial-up settings changed.

Users could change their main net service provider by going to the Connections section of the Internet Options folder on the Windows Control Panel, said Mr Peacock.

AOL is not the first net service firm to be accused of taking over the PCs of users. When Freeserve launched in September 1998, many people installing its software were shocked to find Freeserve icons popping up on their screens.

Now, many websites detail how to sign up for Freeserve, and many other net service companies, without using the special installation software.

But some US users are taking their complaints further. In February 2000, a lawsuit was filed in California claiming that the AOL software made unwarranted changes to user's PCs. Last week, the lawsuit was given permission to proceed by a Californian district court.