Consumerist reader Kim has been spending a lot of time on the phone lately. Why, you might be asking? It’s not for the joy of listening to Comcast’s hold music and recorded messages, no, that’s not it. It’s because she says her mother was told to pay a previous tenant’s overdue bill, or not get new services set up for herself and have her account sent to collections. [More]
Theresa had a contract with Helio/Virgin Mobile that ended this month, putting her in a position to negotiate. She writes that by comparison shopping and politely asking for the customer retention department, she and her girlfriend were able to knock $35 per month off the bill for their family plan. Here’s how she did it. [More]
CNet got AOL on the horn to talk about the AOL retention manual we uploaded, but the big triangle didn’t have much to say, except for:
And finally, here is the full AOL retention manual, along with flowchart. Right click
In August of 2005, America Online settled with the office of NY Attorney General Eliot Spitzer over complaints about how arduous AOL made it to cancel service. In addition to a $1.25 million fine, AOL agreed to streamline the cancellation process and submit all calls for third-party review. On June 13, 2006, Vincent Ferrari posted a recording he made of his attempt to leave America Online. It shot to national TV and revealed AOL hadn’t learned the error of its ways. For “John,” the call center employee heard on the tape, to deploy the kind of mental warfare heard on the tape, he had to be well-trained…
We’re putting the finishing touches on our big post on the AOL manual but wanted to release this sneak peak…
Surprise, surprise, it’s hard for others to cancel J2 as well. Not only that, but their chat-based CSRs definitely have robotic paragraphs they insert into the conversation. Compare the chat log after the jump with our previous post on the same matter, you’ll find that Amy R. says the exact same lame retention spiel as Sharon. W.
A reader well versed in customer service shares with us this following anecdote about how much AOL cares about servicing your dead relatives. David writes: