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Yarr
 Post subject: AOL wont let user Cancel.
PostPosted: Fri Jun 23, 2006 1:55 pm 
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http://www.nbc10.com/news/9406462/detail.html (audio is linked on ths site)

Quote:
An incredible video from CNBC shows an AOL customer trying to cancel his account, but a phone rep won't let him do it. What customer Vincent Ferrari got when he tried to cancel his account was a lot of frustration.

It took him 15 minutes waiting on the phone just to reach a real, live person.

And, what happened next was recorded by Ferrari on audio and lasted about four minutes:

CLOCK READOUT - 00:00

AOL REPRESENTATIVE: Hi this is John at AOL... how may I help you today?

VINCENT FERRARI: I wanted to cancel my account.

AOL: : Sorry to hear that. Let's pull your account up here real quick. Can I have your name please?

VINCENT: Vincent Ferrari.

CLOCK READOUT - 00:30

AOL: : You've had this account for a long time.

VINCENT: Yup.

AOL: : Use this quite a bit. What was the cause of wanting to turn this off today?

VINCENT: I just don't use it anymore.

AOL: : Do you have a high speed connection, like the DSL or cable?

VINCENT: Yup.

AOL: : How long have you had that...

VINCENT: Years...

AOL: : ...the high speed?

VINCENT: ...years.

AOL: : Well, actually I'm showing a lot of usage on this account.

VINCENT: Yeah, a long time, a long time ago, not recently...

CLOCK READOUT - 01:47

AOL: : Okay, I mean is there a problem with the software itself?

VINCENT: No. I just don't use it, I don't need it, I don't want it. I just don't need it anymore.

AOL: : Okay. So when you use this... I mean, use the computer, I'm saying, is that for business or for... for school?

VINCENT: Dude, what difference does it make. I don't want the AOL account anymore. Can we please cancel it?

CLOCK READOUT - 02:21

AOL: : Last year was 545, last month was 545 hours of usage...

VINCENT: I don't know how to make this any clearer, so I'm just gonna say it one last time. Cancel the account.

AOL: : Well explain to me what's, why...

VINCENT: I'm not explaining anything to you. Cancel the account.

AOL: Well, what's the matter man? We're just, I'm just trying to help here.

VINCENT: You're not helping me. You're helping me...

AOL: I am trying to help.

VINCENT: Helping... listen, I called to cancel the account. Helping me would be canceling the account. Please help me and cancel the account.

AOL: No, it wouldn't actually...

VINCENT: Cancel my account...

AOL: : Turning off your account...

VINCENT: ...cancel the account...

AOL: : ...would be the worst thing that...

VINCENT: ...cancel the account.

CLOCK READOUT - 03:02

AOL: Okay, cause I'm just trying to figure out...

VINCENT: Cancel the account. I don't know how to make this any clearer for you. Cancel the account. When I say cancel the account, I don't mean help me figure out how to keep it, I mean cancel the account.

AOL: : Well, I'm sorry, I don't know what anybody's done to you Vincent because all I'm...

VINCENT: Will you please cancel the account.

CLOCK READOUT - 03:32

AOL: : Alright, some day when you calmed down you're gonna realize that all I was trying to do was help you... and it was actually in your best interest to listen to me.

VINCENT: Wonderful, Okay.

CLOCK READOUT - 03:39

"I've never ever experienced anything like that," Ferrari told CNBC.

He recounts how the AOL representative - as a last resort even asked if his dad was home.

"I think I could've put up with everything, but at the point when he asked to speak to my father, I came very close to losing it at that point," said the 30-year-old Ferrari.

Ferrari then posted the call online, and the response was tremendous.

AOL sent him an apology and said the customer service rep was no longer with the company.

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Yurichan
 Post subject:
PostPosted: Fri Jun 23, 2006 3:05 pm 
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aaaaaahahahahaha!

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Eternus
 Post subject:
PostPosted: Fri Jun 23, 2006 3:06 pm 
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No surprise here... I used to work for AOL 5 years ago. Worked in Member Retention aka "Saves". That job sucked ass, but paid ok.

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Mikey
 Post subject:
PostPosted: Fri Jun 23, 2006 3:43 pm 
Yarr's bane
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lol wow that hits home. I'm STILL trying to cancel my account. I don't use it anymore. But i still pay for it. I've tried calling to cancel the account. Each time. I'll just add another 6 months free to your account sir.

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Matti
 Post subject:
PostPosted: Fri Jun 23, 2006 3:55 pm 
The Mexican Reject
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Mikey wrote:
I have no spine.


FTFY!

:love:


Last edited by Matti on Fri Jun 23, 2006 4:53 pm, edited 1 time in total.

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Yarr
 Post subject:
PostPosted: Fri Jun 23, 2006 4:32 pm 
Star-Spangled Subligar
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Matti wrote:
Mikey wrote:
I have so spine.


FTFY!

:love:



I have no idea what this means but i know i love matti.

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Mintsy
 Post subject:
PostPosted: Fri Jun 23, 2006 4:47 pm 
Even Match
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my friend hasn't paid for his aol account in 4 years. They keep giving him free time. crazy.

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Matti
 Post subject:
PostPosted: Fri Jun 23, 2006 4:54 pm 
The Mexican Reject
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Yarr wrote:
Matti wrote:
Mikey wrote:
I have so spine.


FTFY!

:love:



I have no idea what this means but i know i love matti.


I'm a retard and put "so" instead of "no" while trying to make a friendly insult. I guess that means I fail. Oh well..

FTFY = Fixed that for you.
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Daedalan
 Post subject:
PostPosted: Mon Jun 26, 2006 10:39 am 
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was wondering if this was gonna get on the boards... tey did a skit on the radio here in orlando where some dudes g/f was trying to cancel, they had here on waiting line for 40 mins while they were on the air...

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Kioko
 Post subject:
PostPosted: Mon Jun 26, 2006 3:09 pm 
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happened to me a long long time ago. I was like 14 i think and we had just got a homeuse computer (prior to that we used webtv cause it was free, one of the products from our store). Anyho, we didn't have an ISP so we used aol trial just to bridge the gap until we figured out how things worked and got a non-crappy company.

The AOL only worked maybe for 15 mins a day before being kicked off int he middle of anythign important and never getting on again. paired with a lot of uncessary bells and whistles we had no desire for to be on our pc, and clogged the artery of our net surfing.

So, just totally unhappy with their service, we called to try to cancel and the exact same thing happened. this was 9 years ago, and nothing had changed in the slightest ><

At first the guy on the phone was just like dragging his feet, when we asked to cancel he just started looking up tracking info on what we were doing on the net and tried to use it as a bribe/hook to keep us on.
things like "I see you use a lot of napster...you know that a lot of other companies would have denied you service or reported you, but I'm willing to over look it...sure you dont want to extend your account?"

It just sickened me. First tactic they used was to just not actually go throgh the process but kind just twiddle their thumbs and talk about the net with you, get on your buddy side, and try to make it seem like "oh, but you /really/ don't want to do this." I guess you're supposed to at this stage just not want to bother trying to cancel anymore.
When I kept persisting the guy then started to offer me toys as incentive to stay. Like "I'm here for you, I want to be cool with you, I'll tell you what I'll pretend like you're still on trial and give you another month free!"

when I said no again, I had a month free and didn't like it - why would I want another month of not liking it? He then looked up and tracked specific things I did while using their service. Websites I've been to, contacts that I've had and tried to use that against me like the above quote. Like to blackmail me into staying. At that point I was a little scared and upset so I had my daddy come on the phone and give this creep a thorough yelling.

Even after that (and probably an hour on the phone), they said we magically went over our hours somehow and charged us the whole trial perid anyway...despite the fact that I canceld like 3 weeks before the trial was over. We tried to call their service line again to tell them it was a mistake for charging us and they went through the whole thing again.
Saying retard things like, "Sorry we can't make any refunds, but we'll give you a month trial service free!" what? so you can charge us another bill? after that we were just frustrated and stopped trying.

Went with a local, mom and pop ISP that was like a quarter of what AOL cost with nothing that we didn't want and very reliable. Was with them for a number of years. In fact, they were soo good that my dad would call their support line all the time with just regular pc help hahaha the poor people. "Something wrong with yoru service sir?" "No, i can't figure where my mouse goes, can you help?"
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Kioko
 Post subject:
PostPosted: Mon Jun 26, 2006 3:09 pm 
Honey Muffin
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*edit, double posted ><*
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Ponuh
 Post subject:
PostPosted: Mon Jun 26, 2006 4:07 pm 
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Kioko wrote:
At first the guy on the phone was just like dragging his feet, when we asked to cancel he just started looking up tracking info on what we were doing on the net and tried to use it as a bribe/hook to keep us on.
things like "I see you use a lot of napster...you know that a lot of other companies would have denied you service or reported you, but I'm willing to over look it...sure you dont want to extend your account?"



What a fuck! Isn't that illegal?

You should have said "No, in fact, I'd LOVE for you to deny me service. PLEASE deny me service!"
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Daedalan
 Post subject:
PostPosted: Mon Jun 26, 2006 5:41 pm 
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I'm pretty sure back in the day it would have been illegal to present that information to anyone outside the corporation or you, but I do believe it was legal to keep the information of your web use for up to 1 year from the date it was done. Maybe it was 6 months.

In case it had to be used in pedo stuff, now they are in a uproar because its supposedly is being extended for up to 5 yrs?? I forget the exact amount of time but it is more then it was previously, and yet no one even made a stink when it was being done for a year, now all of a sudden it gets extended and everyone is pissed.

All your current surfing habits are usually kept on file as we all speak right now... kind of makes you wonder about how the sites you visit may give a bad impression of you when you think of it in the general broad spectrum. They would probaly think I was addicted to porn.. wait I think i am. :-p

Whatever the case, I've got nothing to hide, they wanna hire some stupid kid to read my traffic report for the last 5 yrs is beyond me, I don't care, its not like me visiting Hustler.com is illegal jusst yet :-p

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