Consumer Affairs AOL Complaints Round-Up II

Consumer Affairs AOL Complaints Round-Up II

Vincent Ferrari Teaches Us How To Hope Again

Vincent Ferrari Teaches Us How To Hope Again

Our good friend Vincent Ferrari — the shameless self-promoter who recorded the AOL Cancellation call, tipped us, then tipped everyone else on the Internet before we could even get Boing Boinged (but we totally adore him anyway) — sent us word that he’s done a few more cancellation calls, this time for credit cards, with far better results. And by better results, we mean worse from the perspective of pure entertainment. But good service is what matters, right?

AOL Customer Retention in Words & Pictures

AOL Customer Retention in Words & Pictures

Amex Receives A Dear John Letter

Amex Receives A Dear John Letter

Nauseous from the wild roller coaster of his Amex APR’s oscillations, Ben McConnell over at the Church of the Customer blog has flung himself off the ride at high velocity:

Consumer Affairs AOL Complaints Round-Up

From Terri of Beaver Dam:

Beg and Plead in AOHell

Beg and Plead in AOHell

Despite having to deal with a complete and total (and now fired!) cock, Vincent Ferrari still managed to get his AOL account canceled in under 7 minutes. Vincent’s special his account was picked up by the blogosphere, then the MSM. But he’s also special because, as people have written us time and time again, a 7 minute cancellation phone call is actually an example of stellar, speedy service from the likes of AOL. Some customers, a bit meeker than Vincent, literally have to resort to begging.

AOL Wants to Sell “Internet” to the Dead

AOL Wants to Sell “Internet” to the Dead

Can we say… zombies? We promise we’re not going to turn this into the AOL horror story blog, but we gotta post this.

Another Skeptical Musing on AOL CSR Firing

Another Skeptical Musing on AOL CSR Firing

Chooki brings up a great point in the comments, which is how do we know that John was actually fired? There’s no proof, just a statement from the PR department.

Even Brits Can’t Cancel Their Subscriptions

Even Brits Can’t Cancel Their Subscriptions

…and, of course, it’s not just AOL who instructs their customer service reps to exhort, pressure, extol even bully canceling customers into staying with the service. The entire industry of cancellation call centers seems to work upon customer retention quotas. And it’s not just in the U.S.

Some Skeptical Musings on the AOL CSR Statement

Some Skeptical Musings on the AOL CSR Statement

When AOL said that part of their zero tolerance asshole employee policy was “swiftly honoring [customer] requests,” we all pretty much rolled our eyes into the back of our head and spent a few minutes scrutinizing our snarky, sarcastic brains.