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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Me Too
By Nik00117 on 6/21/2006 8:18:41 PM , Rating: 3
I had this problem, my friend worked for AOL though and After 2 attempts I called them up and teh convo went somthing like this.

AOL: Hello
Me: Hello STFU I got the extact same sciript in my hadn that you have (reads script)
AOL: Sir are you upset?
Me: Not as much as you will be with my lawyer sends in the court papers. CANCEL MY ACCOUNT
AOL: Yes sir

Get rough and tough with them and be like hey listen STFU IDC

It was quickly canceled. I then recieved a call and a lady asked me what she'd need to get me to stay with AOL. I told a BF would be a good start, along with you guys paying IDK my rent and i'll stick with AOL. She was offended by my comment (as expected) and hung up. Personally i'm a type of guy that I will get rough on the phone with telemarkets or stuff. Just get rough and mean with them if they don't listen to you the first time. Or jsut take some enjoyment out of it.

RE: Me Too
By MrSmurf on 6/22/2006 7:21:14 AM , Rating: 3
So basicly you were an ignorant asshole. They were probably happy to get rid of you.

"We don't know how to make a $500 computer that's not a piece of junk." -- Apple CEO Steve Jobs

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