Thursday, June 22, 2006

Customers? Who needs Customers?

I was reading about a couple of incidents that involved customer service representatives that would not allow customers to cancel their AOL accounts without first having to waste tons of time. For instance the most famous case I have seen was one involving Vincent Ferrari. He was the gentleman that recorded his conversation and posted it on the web. He has was interviewed by Matt Lauer the other day on the Today show. There was another case in which a mother who was killed in the car accident and her daughter was trying to cancel the account. At one point after explaining multiple times that her mother was dead the rep told her that he was just trying to come up with a solution that would work for everyone. These cases seem to be extensive, but even my own family ran into the same problems canceling AOL. My dad was contacted by AOL becuase the credit card he used to setup the account was going to expire. We had not used that account in probably 5 years. They got snippy with him and said that he would have call back to cancel the account. Eventually it was cancelled, but does AOL think that they are going to gain my customers or keep them with these gestapo tactics?

I know that we my unfairly picking on AOL becuase I am sure there are many other companies out there that have these same type of customer relation snaffus. Has anyone else run into these types of issues?

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