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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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i can empathize...
By One43637 on 6/21/2006 6:15:47 PM , Rating: 2
a while back when i was waiting for my DSL activiation i used that free coaster that everyone gets in the mail from AOL. when i tried to cancel i went through a similar experience with the guy. it's like... no means no, mmmkay?




RE: i can empathize...
By TheLiberalTruth on 6/21/2006 8:06:12 PM , Rating: 4
I had a similar experience while cancelling my cable service in favour of satellite. I literally had to argue with the Adelphia CSR for over 45 minutes before he even asked what my account number was so he could actually cancel my service. It was then another 15+ minutes of me asking him to cancel my service while he badgered me about how good their service is before he finally canceled my account. During the time he even tried to sway me away from my DSL in favour of their "high speed" cable internet while I was trying to cancel all of the services I had with them already. He even argued with me when I told him that cable was slower than DSL in my area, no matter what speed is promised by each of the services, because Adelphia loads too many people on the same loop.

I only wanted to try satellite (free for a month), but now I'll never go back to Adelphia.


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