LMAO! cancel the account

[Brandwin]

Re: LMAO! cancel the account

Hmm

The AOL customer representative from the other side of “The nightmare of canceling AOL” phone call conversation, has been fired by the company. The phone call, which was released to the public, received a lot of attention in the blogosphere community, and even made front page at the newly launched Netscape Beta site.

AOL spokesperson Nicholas Graham issued the following statement:

“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.”

Source BoingBoing



An article that points out how the Reps get a large bonus if they can keep people from cancelling (except in New York):
http://news.zdnet.com/2100-9588_22-5842727.html
“Under the agreement, AOL will no longer require its customer service representatives to meet a minimum quota for customer retention in order to receive a bonus. Previously, AOL would distribute bonuses in the “tens of thousands of dollars” if representatives were able to retain half the customers who called to cancel their service, according to the attorney general.”

[cliburn]

Re: LMAO! cancel the account

I actually had a worse experience trying to cancel my AOL account that I had only activated one hour earlier! I activated it, realized it wouldn't work in my area and called to cancel it. I was on the phone for a lot longer than four minutes and I used language I normally only reserve for my close friends. I was so angry that night. This was a few years ago.

[SoMiss2000]

Re: LMAO! cancel the account

This is either a fake, or I know the AOL guy got fired.

edit, didn't see the post saying he was fired.

[Jimplication]

Re: LMAO! cancel the account

This customer service rep is a moron to the point that I suspect this is fake.

Then again, it likely is legit, given the fact that as soon as you pick up a phone and call any large corporation, for any reason, there is an offer attached. It's really quite ridiculous.

[RubenDouglas]

Re: LMAO! cancel the account

i love how companies quickly dispose of bad media. there is no loyalty. im sure he did everything as instructed and now he gets fired. im sure hes gonna sue. and maybe get the video thrown out. its funny how they can throw out the tape in court if they want, but in this case, there using the tape to fire one of their own. cutthroat world we live in

[daflyboys]

Re: LMAO! cancel the account

"Welcome.....you have a new job!"

[TIm]

Re: LMAO! cancel the account

I don't think that this is a fake. I heard AOHE!! is just terrible. When I tried to cancel my account I was on the phone 15 minutes arguing with them. Finally they said that they would cancel it. I said thank you and hung up. 3 months later we get a letter in the mail saying that we owe them 150 bucks. We said why. Aol said you hadn't paid your bill in 3 months plus late fees. Needless to say this was resolved. We had cancelation conf email and everything. We told them to take care of this or we would take this to a lawyer. They did say they were sorry after we told them that and that they say the notes in the system

[funky_chicken]

Re: LMAO! cancel the account

That won't work. Call center employees are instructed to say something along the lines of "I do not give you permission to record this conversation." Supposedly, this provides enough for the company to have the recording thrown out of court, as the recorder must have each party's consent.

I work in the a call center and I have had customers say when I tell them the call is being recorded they tell me they are recording also. It does not bother me because I am not going to say anything I should not be any way. Very unprofessional on the AOL rep's part. I would have been asking to speak to his supervisor and then there would have been a call placed to the BBB and the corporate office of AOL Time Warner.

[Pappy Knuckles]

Re: LMAO! cancel the account

hahah. hillarious!!!!!!!