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leaks
What Cingular Tells Customers Canceling Over Text Message Rates
By 12.20.06
This is what Cingular will probably tell you if you call up trying to get out of your cellphone contract and service without paying an early termination fee based on their recent text message rate raise.
Perfume Pushers Mimic Barneys Employees, Actually Work For The Manufacturer
By 12.11.06
Have you ever walked through a department store and been assaulted by fragrance pushers, poofing their scents into your face and asking you to try their fine line of products? It may surprise you to learn that not all of the perfume poofers work for the store, some actually work directly for the manufacturer. Their job is to appear to be be a normal store employee, while steering you towards the scents sold by their real employer.
EXCLUSIVE: CHASE Screws Struggling Card Members Harder
By 12.5.06
Chase yesterday decided to put the screws harder to its most struggling credit card customers, an insider tells us.
The Internal Video Sprint Doesn’t Want You To See
By 11.21.06
UPDATE: A digg commenter claiming he used to work for Sprint says this is from a training video teaching employees how to behave.
EXCLUSIVE: Old AOL Cancel Script vs. New
By 9.7.06
Here’s the essential differences between AOL’s cancel script, the sheet pasted over every AOL cancel reps cubicle to tell them how to handle your cancellation request, from two years ago and today’s. Inside, full images of both.
Ex-HP CSR Says Broke 3000 Series Printers Are Hopeless
By 8.25.06
Fresh from his non-disclosure agreement expiring, an anonymous tipster writes in some dirt about 3000 series HP printers.
Calculate Your AOL Retention Bonus!
By 8.7.06
An exciting add-on for the World of AOL Retention game, The Bonus Calculator!
EXCLUSIVE: Every Phone Number For TWC Level 3 Tech Support
By 8.4.06
Your Time Warner Cable is messing up. It can’t be fixed by merely turning the modem on and off. You’ve called technical support but they’re useless. You need Level 3 Tech support. That’s the tier at which they can actually help you with the more difficult technical problems.
The Hatchet Man of AOL Retention
By 8.3.06
Here’s a little ditty about an AOL hatchet man who took a perverse pleasure in firing retention consultants.
Exclusive: Time Warner Dissolves Houston Division of Texas-Kansas City Cable Partners
By 8.2.06
We just got sent this internal announcement announcing Houston’s Cable Partners annihilation.
Cingular Wants Us To Take Their Documents Down
By 7.28.06
We just received a note from Cingular’s legal department.
Former Elite AOL Retainer Interviewed
By 7.24.06
Tricks an AOL retainer used to keep people from cancelling:
AOL Don’t Wanna Talk Bout No Manual
By 7.20.06
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:
How Cingular Avoids Giving Discounts to Worthless Customers
By 7.19.06
A snip from a recent memo that teaches Cingular retention specialists how to avoid giving discounts to customers they deem unprofitable.
Cingular Distills Customer Value Into Thermometer Form
By 7.19.06
A customer service source inside Cingular sends us some interesting internal documents and says the cellphone company has a new policy that’s got the headset set in a bind. He reports that Cingular will, “no longer discount equipment for customers that are not profitable for us, no mater where they stand contractually. I have received several calls from customers attempting to upgrade, only to have to inform them that although yes, they are out of contract, we will not offer them discounted equipment. “
AOL Retention Manual Uploaded in Full
By 7.19.06
And finally, here is the full AOL retention manual, along with flowchart. Right click
