AOL
TECH SUPPORT
gives incorrect information
(about plain text with AOL 7.0)

A web page by Jay O'Brien
This web page is http://obri.net/aol/tech.html
jump to my AOL 7.0 web page


This web page provides examples of the incorrect responses received from AOL when asked about sending plain text using AOL 7.0. These AOL support personnel apparently do not understand that AOL 7.0 has been changed. The instructions given below would work with the original distributions of AOL 7.0, called "Plain Text AOL 7.0" by some. However, as the originally provided plain text feature has been disabled or removed from AOL 7.0 as it has been distributed since fall 2001, the instructions given below are dead wrong for what is being sent out today by AOL.

Jay O'Brien 8/1/02


Links within this web page:
On July 29th, my friend Richard asked AOL how to obtain a copy of plain text AOL 7.0; What he got was an outdated boilerplate response that doesn't work with the AOL 7.0 CDs being distributed today. Answers B and C will work fine with the original AOL 7.0 (Plain Text AOL 7.0) but will not work at all with later or current AOL 7.0 software. AOL's Dennis D. (from the "America Online Technical Support Team") is dispensing incorrect technical support. He is dead wrong.
----------original message----------
From:  richard@xxxxx.org
To:  webmaster@aol.com
Subject: AOL 7.0 and Plain Text

Please tell me how to obtain a copy of Plain Text AOL 7.0 so that I may send plain text email using AOL 7.0.

----------original message----------
Return-Path: <Webmaster@aol.com>
From: webmaster@aol.com
Reply-To: webmaster@aol.com
To: richard@xxxxx.org
Subject: Re: AOL 7.0 and Plain Text
Date: Tue, 30 Jul 2002 06:34:30 EDT

Dear Richard,

Hello, a pleasant day to you!  I'm Dennis from the America Online Technical Support Team . It is always a great pleasure to assist you regarding any issues you may have.

Based from your recent email, I understand that you have a question about sending e-mail with a plain text format on America Online (AOL) version 7.0.

FOR THE ANSWERS TO YOUR QUESTIONS, PLEASE REFER TO THE INFORMATION BELOW:

A. ABOUT SENDING A PLAIN TEXT EMAIL
B. CHANGE THE TEXT PREFERENCES TO SEND PLAIN TEXT FOR ONLY ONE EMAIL
C. CHANGE THE TEXT PREFERENCES TO SEND PLAIN TEXT FOR ALL EMAIL
D. USE AOL MAIL ON THE WEB TO SEND PLAIN TEXT EMAIL

A. ABOUT SENDING A PLAIN TEXT EMAIL
AOL 7.0 e-mail uses rich-text formatting to allow different text styles, colors, and sizes. If you are sending e-mail to a site that cannot accept rich-text, try sending plain text using Arial font in 10-point size. Do not use any colors, bold, italicized, or underlined text. If you use AOL Mail on the Web, you will automatically be sending plain text. No rich-text formatting is used for AOL Mail on the Web.

B. CHANGE THE TEXT PREFERENCES TO SEND PLAIN TEXT FOR ONLY ONE EMAIL
1. On the AOL toolbar, click on WRITE.
2. In the dropdown menus, select Arial and 10, ensure the buttons for Bold, Italics, and Underlined are not selected, then click on the TEXT COLOR button.
3. Select Black, then click on OK.
4. Click on the BACKGROUND COLOR button.
5. Select White, then click on OK.
6. Type the Address, Subject, and Message as usual, then click on SEND NOW.
7. Click on OK if you receive a confirmation message.

C. CHANGE THE TEXT PREFERENCES TO SEND PLAIN TEXT FOR ALL EMAIL

NOTE: Following the steps below will set your e-mail text preferences to plain text for all messages you send in the future.

1. On the AOL toolbar, click on SETTINGS, then click on PREFERENCES.
2. Click on FONT, TEXT & GRAPHICS.
3. Click on RESET to restore the default settings for AOL e-mail, then click on SAVE.
4. Click on the X to close the Preferences window.

D. USE AOL MAIL ON THE WEB TO SEND PLAIN TEXT EMAIL

NOTE: You do not have to use AOL to connect to AOL Mail on the Web. You can use any Internet connection to follow the steps below.

1. In the Type Keywords or Web Addresses here box, type WWW.AOL.COM then click on GO.
2. Click on the MAIL tab.
3. Type your Screen Name and Password, then click on ENTER AOL MAIL.
4. Click on OK if you receive a Security Alert.
5. Click on PLEASE CLICK HERE TO COMPLETE THE SIGN-IN PROCESS.
6. Click on YES if you receive a Security Alert.
7. Click on WRITE.
8. Type the Address, Subject, and Message as usual, then click on SEND NOW.
9. Click on OK if you receive a confirmation message.
10. Click on EXIT AOL MAIL to close the AOL.COM window.
11. Click on OK.
12. Click on the X to close the AOL Anywhere window.

If for any reason you need additional help or information and it entails immediacy, may I kindly suggest you to please contact our Technical Support Department by phone at 1-888-346-3704 or talk to our live One-On-One help by going to Keyword ASK THE STAFF. Both departments will guide you through a step-by-step solution to your query.

Thanks for writing America Online. For any other suggestions, comments and/or inquiries please feel free to write back and I will be more than happy to assist you.

Dennis D.
Customer Care Consultant
The TechMail Department
America Online, Inc.

Some Helpful TIPS:

Discover the wonderful features AOL has for you, please try using Keywords:
--AOL HELP
--TOP AOL QUESTIONS
--VISUAL HELP
--HELP CLASS
--GET HELP NOW
--SECRETS OF AOL.
My Friend Paul sent this to AOL:

----------original message----------
From:  (Paul)
To:  webmaster@aol.com
Subject: plain text?

I'm using AOL 7.0 and there doesn't seem to be a way of sending email in plain text.  Could you please send me instructions on how I can set up AOL 7.0 to send email in plain text rather than in HTML?

Thank you.

Paul received this incorrect response. Instructions A, B, and C below are completely incorrect for the currently distributed AOL 7.0.

----------original message----------
Return-Path: <Webmaster@aol.com>
From: webmaster@aol.com
Reply-To: webmaster@aol.com
To: (Paul)
Subject: Re: plain text?
Date: Wed, 31 Jul 2002 05:41:53 EDT

Dear (Paul),

Hello! My name is Froilan from America OnLine (AOL). As a Customer Care Consultant from the TechMail Department, it is my pleasure to assist you with issues or concerns regarding America Online Services.

I appreciate the time you spend in writing to us and I want to assure you that I am here to help you solve this issue as quickly as possible and in the best of my ability.

I understand that you have questions about sending e-mail with a plain text format on America Online (AOL) version 7.0.

FOR THE ANSWERS TO YOUR QUESTIONS, PLEASE REFER TO THE INFORMATION BELOW:

A. ABOUT SENDING A PLAIN TEXT EMAIL
B. CHANGE THE TEXT PREFERENCES TO SEND PLAIN TEXT FOR ONLY ONE EMAIL
C. CHANGE THE TEXT PREFERENCES TO SEND PLAIN TEXT FOR ALL EMAIL
D. USE AOL MAIL ON THE WEB TO SEND PLAIN TEXT EMAIL
E. SEEK ADDITIONAL HELP

A. ABOUT SENDING A PLAIN TEXT EMAIL
AOL 7.0 e-mail uses rich-text formatting to allow different text styles, colors, and sizes. If you are sending e-mail to a site that cannot accept rich-text, try sending plain text using Arial font in 10-point size. Do not use any colors, bold, italicized, or underlined text. If you use AOL Mail on the Web, you will automatically be sending plain text. No rich-text formatting is used for AOL Mail on the Web.

B. CHANGE THE TEXT PREFERENCES TO SEND PLAIN TEXT FOR ONLY ONE EMAIL
1. On the AOL toolbar, click on WRITE.
2. In the dropdown menus, select Arial and 10, ensure the buttons for Bold, Italics, and Underlined are not selected, then click on the TEXT COLOR button.
3. Select Black, then click on OK.
4. Click on the BACKGROUND COLOR button.
5. Select White, then click on OK.
6. Type the Address, Subject, and Message as usual, then click on SEND NOW.
7. Click on OK if you receive a confirmation message.

C. CHANGE THE TEXT PREFERENCES TO SEND PLAIN TEXT FOR ALL EMAIL

NOTE: Following the steps below will set your e-mail text preferences to plain text for all messages you send in the future.

1. On the AOL toolbar, click on SETTINGS, then click on PREFERENCES.
2. Click on FONT, TEXT & GRAPHICS.
3. Click on RESET to restore the default settings for AOL e-mail, then click on SAVE.
4. Click on the X to close the Preferences window.

D. USE AOL MAIL ON THE WEB TO SEND PLAIN TEXT EMAIL

NOTE: You do not have to use AOL to connect to AOL Mail on the Web. You can use any Internet connection to follow the steps below.

1. In the Type Keywords or Web Addresses here box, type WWW.AOL.COM then click on GO.
2. Click on the MAIL tab.
3. Type your Screen Name and Password, then click on ENTER AOL MAIL.
4. Click on OK if you receive a Security Alert.
5. Click on PLEASE CLICK HERE TO COMPLETE THE SIGN-IN PROCESS.
6. Click on YES if you receive a Security Alert.
7. Click on WRITE.
8. Type the Address, Subject, and Message as usual, then click on SEND NOW.
9. Click on OK if you receive a confirmation message.
10. Click on EXIT AOL MAIL to close the AOL.COM window.
11. Click on OK.
12. Click on the X to close the AOL Anywhere window.

If the above information fails to resolve the issue, please contact Member Services for additional help.

TO CONTACT AOL BY TELEPHONE, PLEASE CALL THE APPROPRIATE NUMBER BELOW:

Please call: 1-888-346-3704

For a TTY equipped number, please call: 1-800-759-3323

An AOL Customer Care Consultant will walk with you with step-by-step assistance in order to find a quick resolution to the issue. The call is free.

I would like to take this opportunity to thank you for your time, patience and continued support. Please write back if you need further assistance with this issue or if you have any inquiries, suggestions or comments.

Froilan T.
Customer Care Consultant
The TechMail Department
America Online, Inc.

My friend Elizabeth sent this to AOL:

----------original message----------
From:  (Elizabeth)
To:  webmaster@aol.com
Subject: plain text 7.0

Please tell me how to obtain a copy of Plain Text AOL 7.0 so that I may send plain text email using AOL 7.0.

Thank you.


Elizabeth received this incorrect response. Note that the text is the same as other responses, except that it includes a reference to AOL 6.0 in part "A". The discussion of the Web Browser is completely unresponsive and off-topic. Instructions A, B, and C below are completely incorrect for the currently distributed AOL 7.0.

----------original message----------
Return-Path: <Webmaster@aol.com>
From: webmaster@aol.com
Reply-To: webmaster@aol.comTo: (Elizabeth)
Subject: Re: plain text 7.0
Date: Wed, 31 Jul 2002 06:47:16 EDT

Dear bethaa,

Hello! My name is Drex and as a Customer Care Consultant from the TechMail Department, it is my pleasure to assist you with issues or concerns regarding America Online Services.

The America Online Technical Support Team appreciates your recent inquiry and we are happy to address your present technical issues.

I understand you have questions about Plain Text on America Online (AOL) 7.0. Unfortunately, the current version of the Web Browser application was designed to support the standards that were present at the time of development.  World Wide Web, standards change frequently.  We are diligently researching these standards and will include support for most of the current standards in each release of our Web Browser.

However, I understand that you have questions about sending e-mail with a plain text format on America Online (AOL) version 7.0. Please refer to the information that I have provided.

A. ABOUT SENDING A PLAIN TEXT EMAIL
B. CHANGE THE TEXT PREFERENCES TO SEND PLAIN TEXT FOR ONLY ONE EMAIL
C. CHANGE THE TEXT PREFERENCES TO SEND PLAIN TEXT FOR ALL EMAIL
D. USE AOL MAIL ON THE WEB TO SEND PLAIN TEXT EMAIL
E. SEEK ADDITIONAL HELP

A. ABOUT SENDING A PLAIN TEXT EMAIL
AOL 6.0 e-mail uses rich-text formatting to allow different text styles, colors, and sizes. If you are sending e-mail to a site that cannot accept rich-text, try sending plain text using Arial font in 10-point size. Do not use any colors, bold, italicized, or underlined text. If you use AOL Mail on the Web, you will automatically be sending plain text. No rich-text formatting is used for AOL Mail on the Web.

B. CHANGE THE TEXT PREFERENCES TO SEND PLAIN TEXT FOR ONLY ONE EMAIL
1. On the AOL toolbar, click on WRITE.
2. In the dropdown menus, select Arial and 10, ensure the buttons for Bold, Italics, and Underlined are not selected, then click on the TEXT COLOR button.
3. Select Black, then click on OK.
4. Click on the BACKGROUND COLOR button.
5. Select White, then click on OK.
6. Type the Address, Subject, and Message as usual, then click on SEND NOW.
7. Click on OK if you receive a confirmation message.

C. CHANGE THE TEXT PREFERENCES TO SEND PLAIN TEXT FOR ALL EMAIL

NOTE: Following the steps below will set your e-mail text preferences to plain text for all messages you send in the future.

1. On the AOL toolbar, click on SETTINGS, then click on PREFERENCES.
2. Click on FONT, TEXT & GRAPHICS.
3. Click on RESET to restore the default settings for AOL e-mail, then click on SAVE.
4. Click on the X to close the Preferences window.

D. USE AOL MAIL ON THE WEB TO SEND PLAIN TEXT EMAIL

NOTE: You do not have to use AOL to connect to AOL Mail on the Web. You can use any Internet connection to follow the steps below.

1. In the Type Keywords or Web Addresses here box, type WWW.AOL.COM then click on GO.
2. Click on the MAIL tab.
3. Type your Screen Name and Password, then click on ENTER AOL MAIL.
4. Click on OK if you receive a Security Alert.
5. Click on PLEASE CLICK HERE TO COMPLETE THE SIGN-IN PROCESS.
6. Click on YES if you receive a Security Alert.
7. Click on WRITE.
8. Type the Address, Subject, and Message as usual, then click on SEND NOW.
9. Click on OK if you receive a confirmation message.
10. Click on EXIT AOL MAIL to close the AOL.COM window.
11. Click on OK.
12. Click on the X to close the AOL Anywhere window.

E. SEEK ADDITIONAL HELP
If the above information fails to resolve the issue, please contact Member Services for additional help.

TO CONTACT AOL BY TELEPHONE, PLEASE CALL THE APPROPRIATE NUMBER BELOW:

Please call: 1-888-346-3704

For a TTY equipped number, please call: 1-800-759-3323

An AOL Customer Care Consultant will walk with you with step-by-step assistance in order to find a quick resolution to the issue. The call is free.

Thanks for writing to America Online. For any other suggestions, comments and/or inquiries please feel free to write and we will be more than happy to assist you.  

It is my wish for you to have the best possible online experience.

Drex D.
Customer Care Consultant
The TechMail Department
America Online, Inc.

My friend Kathy wrote  AOL and asked  about sending plain text with 7.0.

Here's  the completely useless response she received. She is told that it is possible to send plain text on AOL 7.0, but no instructions are given.

Dear Kathy,

Hi! My name is Yvette and I am writing to you on behalf of America Online in response to your recent email.

I understand that you would like to know if you could send an e-mail without e-mail formatting on AOL 7.0.

Regarding this matter, please be informed that you could send both e-mails on plain text format and HTML format on AOL 7.0.

I want to thank you personally for taking the time to write. I hope that the information that I provided will help.It is my wish for you to have the best possible online experience. Please let me know immediately about any further inquiries or comments you may have.We will always be ready and happy to assist you.

Take care and Have a Great Day !

Yvette
Customer Care Consultant
The Techmail Department
America Online, Inc.


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