AOL Fires Infamous CSR

The AOL customer service rep who tried so very hard to prevent Vincent Ferrai from cancelling his service has been fired.

AOL PR issued a 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.”

Too bad AOL still sucks!

Here’s the recording, in case you were asleep or don’t read BoingBoing, Digg, Metafilter, Anandtech, or Fark. Some observers wondered how the story got posted to so many big sites, so fast. The answer is very simple: Vincent promoted it to all of them. For a while, until Putfile bailed him out, his site was down, having used up all its bandwidth. Internet, for the win.

There’s also an interview with Vincent. [Netscape News] (Thanks to Gari N. Corp!)

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  1. SecureLocation says:

    Respect for the member?? Here AOL, I’ve got your member…dangling.

  2. chooki says:

    This may be a dumb question, but how would we know that a specific CSR was fired by AOL? Isn’t “we fired the guy” a standard non-answer?

  3. AcidReign says:

    …..I’ve got to sound off here. I’ve used AOL’s support numbers and such a few times, and they were never rude. They might (probably!) have no clue how to solve your problem, but they generally are nicely ignorant. My best solution for AOL tech issues is to check the forums. You’ve got to have a little search-savvy, but it works.