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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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How odd.
By stmok on 6/21/2006 3:26:07 PM , Rating: 3
Here in Australia, when you try to cancel your account with an ISP, they will generously offer you things to keep you to stay. (we're talking about slashing your monthly bill, more usage or even increase your speed by 40% without paying anything extra).

But none are like this AOL. They aren't pushy or have any intentions of cornering the customer for a reason of cancellation. That's just plain wrong.




RE: How odd.
By MulLa on 6/21/2006 6:03:54 PM , Rating: 2
What is this said ISP? I might threaten to cancel mine and get a free upgrade :)


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