- #1
JamesU
Gold Member
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Don't for get to click on the video.
http://www.msnbc.msn.com/id/13447232/
http://www.msnbc.msn.com/id/13447232/
How hard can it be to cancel an AOL account?
One man's frustrating call, caught on tape, resounds in the blogosphere
By Jane Wells
Reporter
CNBC
Updated: 11:42 a.m. ET June 21, 2006
More than 800,000 people canceled their AOL accounts last quarter. So it must be easy to cancel right? Not always.
Two weeks ago, Vincent Ferrari tried to cancel his 5-year-old account—he'd heard from others in the blogosphere that AOL customer service could be awful. So he recorded the conversation with a representative named John. Here is the transcript of the conversation:
AOL: Hi, this is John at AOL. How may I help you today?
Ferrari: I want to cancel my account.
AOL: OK. I mean, is there a problem with the software itself?
Ferrari: No. I don't use it. I don't need it. I don't want it.
John disputes Ferrari's claim that he never uses the account.
AOL: Last year, last month it was 545 hours of usage.
Ferrari: I don't know how to make it any clearer. So I'm just going to say it one last time. Cancel the account.
AOL: Well, explain to me what is wrong.
Ferrari: I'm not explaining anything to you. Cancel the account.
It goes on like this for 5 minutes.
Ferrari: Cancel my account. Cancel the account. Cancel the account.(continued...)