Cancelling AOL
June 26th, 2006 -
Blogger Vincent Ferrari wants to cancel his AOL account. He has heard horror stories that the folks there make it as difficult for you as they possibly can. So he tapes the call. The customer service guy on the other end makes it as difficult for him as he can.
Ferrari posts the story, along with an MP3 of the conversation. He describes what happened next here. Notice the huge impact of the site Digg. Overnight Ferrari has turned into the number one commentator on AOL’s customer service, with videos all over the web. (Youtube’s has been viewed 149,000 times) He receives an official apology from AOL VP of customer services. This was an isolated event, and the customer service rep has been sacked, the guy says. However, anonymous ex-AOL employees have opened a second front, telling Vincent that this is a standard process to stop AOL customers from quitting, and customer service reps are paid according to how successful they are in keeping customers with AOL. Vincent is asking one of them to go on the record.
Thomson Holidays blog
June 26th, 2006 -
Thomson holidays are blogging. It seems to be a mixture of news, jokes, diary items and other interesting stuff. It’s pretty well designed and it has a brand feel about it, without being too stuffy. There are a lot of useful links. After all the conversations we have had with brand owners who are worried …
Dell laptop explodes
June 22nd, 2006 -
Since we are considered experts on Dell after our analysis of Dell Hell, I get to see things like this. At first I thought it was a spoof. But apparently not.
Finding a brand online – the Shard of glass
June 20th, 2006 -
A mile and a half up the road from our office in London is an area – Borough – which has undergone huge investment over the last few years. There are plans for even greater development, including constructing the tallest building in Europe, the Shard of Glass, designed by the man who co-designed the Pompidou …
“Fake” group uses MySpace to spoof Music Biz
June 19th, 2006 -
The rise of MySpace as a forum for new acts like the Arctic Monkeys and Lily Allen has provoked UK-based Q magazine into scamming the industry with a bogus new actHope against hope. The bogus band successfully used MySpace to grow a network of real supporters including ex-Creation boss Allan McGee (discoverer of Oasis). Proof …
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