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?