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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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By haelduksf on 6/22/2006 1:33:34 AM , Rating: 2
It seems to me that firing someone for following a script is a fasttrack to a wrongful dismissal suit (if you have those in the states, by some name). I don't konw that they would take that kind of risk.

By mrbdm99 on 6/22/2006 9:48:13 AM , Rating: 2
Well, assuming he really was fired and not moved to a different position or let go and brought back, most states have an "at will" employment policy. This simply means that they can fire you, at will, for almost anything they want. Some things, like race, religion, sex, etc. are protected, but if you walk in and they don't like the way you look that day, you can be let go and you can't do anything about it. I know that when I was a teller for a rather large bank while I was working on my masters, they literally told me that since we are an at will state (MS), if we show up wearing baggy pants and they don't like it, then they can let us go for just that. Now, just b/c the state has the policy, doesn't mean a company will follow it, a lot will have you sign contracts or put you in an excempt position that will give you a little more staying power. I personally think it's great as it forces you to comply with dress codes, company policy, and just generally good manners and hygene! :)

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