Consumerist
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roundups
Top Stories of The Week
• AOL Retention Manual Revealed We had to kill a man to get it but the traffic spike made it all worthwhile, even the bamboo, screws and self-incinerating garment bags.
• AOL Retention Manual Uploaded in Full. This story ain't done yet folks, we still have retention consultant interviews forthcoming.
• Comcast Censors Critical Nightline Story. Well, it ended up looking like they didn't, but it sure was fun while it lasted, no?
• The Second Greatest Thing We've Ever Posted: Crazy Cat Lady Telemarketing Call. Headlines don't lie.
• Scientologists Bullying Man's Mind. The most pitiful thing is that these guys probably paid a lot of money to learn how to be complete dicks. -
aol
AOL Don't Wanna Talk Bout No Manual
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: More » -
america online
AOL Retention Manual Uploaded in Full
And finally, here is the full AOL retention manual, along with flowchart. Right click here to download. [PDF, 7mb] More » -
exclusive
AOL Retention Manual Revealed
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... More » -
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