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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They killed my credit...
By seamonkey79 on 6/22/2006 11:19:50 AM , Rating: 2
I tried to cancel, lo these many years ago (98 or 99, can't remember)... at the time, I had my checking account attached to the AOL account, I was still in the 30 days, hated their crappy service and decided I was going to cancel and go with a local ISP. I call AOL up and ask them to cancel my account, I go through about 10 minutes of "we'll do blah blah blah," and finally get an "Ok, we'll cancel the account."

Fast forward two months, and my checking account is down to -$298 because they've been attempting to get money that wasn't in it that they shouldn't have been trying to get... my credit still hasn't recovered from that, and the bank told me that since I didn't have a recorded conversation, I was SOL.

RE: They killed my credit...
By rrsurfer1 on 6/22/2006 2:45:36 PM , Rating: 2
I had the same problem. I cancelled, AOL attempted to charge me, a number of months later. Went to my bank and they told me since I had no proof, it would be hard to contest. I got angry and they contested it anyways. I guess threatening to have the whole family close their accounts had something to do with it...

"Nowadays, security guys break the Mac every single day. Every single day, they come out with a total exploit, your machine can be taken over totally. I dare anybody to do that once a month on the Windows machine." -- Bill Gates

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