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.

Check out the discussion here. 181 comments and counting.

This entry was posted on Monday, June 26th, 2006 at 1:14 pm and is filed under AOL, Customer service. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.