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Print 66 comment(s) - last by vingamm.. on Jun 23 at 1:39 PM

Hello, am I getting through?

We've all heard horror stories of just how bad AOL's Internet service and customer service are, but one man recorded a conversation with an AOL CSR that is enough to make even the most tolerant person pull his or her hair out.

Vincent Ferrari simply wanted to call in to cancel his AOL account, but his request to cancel the account simply resulted in over 5 minutes of nonsense as the CSR tried everything within his power to keep Vincent as a customer. Here part of the transcript courtesy of MSNBC:

Ferrari: I want to cancel my account.
AOL: OK. I mean, is there a problem with the software itself?
Ferrari: No. I don't use it. I don't need it. I don't want it.
AOL: Last year, last month it was 545 hours of usage.
Ferrari: I don't know how to make it any clearer. So I'm just gonna say it one last time. Cancel the account.
AOL: Well, explain to me what is wrong.
Ferrari:  I'm not explaining anything to you. Cancel the account.

According to MSNBC, Vincent has received a verbal apology from AOL and the CSR in question has been fired. “At AOL, we have zero-tolerance for customer care incidents like this - which is deeply regrettable and also absolutely inexcusable. The employee in question violated our customer service guidelines and practices, and everything that AOL believes to be important in customer care - chief among them being respect for the member, and swiftly honoring their requests. This matter was dealt with immediately and appropriately, and the employee cited here is no longer with the Company,” said AOL spokesman Nicholas Graham.

One must ask how any Vincent was even able to tolerate AOL service for more than five years?



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LOL!
By Master Kenobi (blog) on 6/21/2006 3:06:51 PM , Rating: 2
Ah........... OWNED.




RE: LOL!
By flexy on 6/21/2006 3:50:35 PM , Rating: 5
i am almost 99,999% sure that those AOL @%$!&s have a policy that their CSRs *have to* push customers to keep their accounts and convince them not to cancel, or at least try their hardest.

IRONY that they blame the CSR then, just shows that their management is even worse.

The CSR is always the one getting the **** from the customer, and now in this case he is also getting the **** for bad PR.


RE: LOL!
By JWalk on 6/21/2006 5:02:12 PM , Rating: 2
I went through this exact thing when I canceled an AOL account a couple of years ago. We went round and round in circles with me constantly telling the guy to cancel the service. Then at the very end of the conversation, after he said the account would be cancelled, he gave this rehearsed speech about how for “my convenience” my service would continue for 3 more months free of charge to allow me to transfer all my contacts and back-up mail.

This sounded like an okay thing, until he very quickly said that after that 3 months they will go back to charging my credit card and continue my subscription unless I cancel again! He then said “have a nice day” as fast as he possibly could, and was about to hang up when I yelled NO and told him to cancel and close my subscription immediately! He then said, “Yes sir, your service is now cancelled. Have a nice day.” Un-Be-Lievable. lol


RE: LOL!
By xlmussel on 6/21/2006 5:23:22 PM , Rating: 4
I also had the same problem. I tried to cancel 3 times, each time they tried to keep me by offering a free month, each time I could tell they were reading from the script because they all said the same thing. Finally I told them I was addicted to porn or soemthing along that line. anything to get them off the script.


RE: LOL!
By shaw on 6/22/2006 3:50:10 PM , Rating: 2
LOL! Too funny of an excuse! Need to get off AOL to cure your porn addiction, haha! Did the rep keep their face straight?


RE: LOL!
By vingamm on 6/23/2006 1:39:57 PM , Rating: 2
Man I have to say this. I had a friend who litterally had a free AOL account for over 2 years because everytime he called to cancel they gave him 3 months free service to think about his choice


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