insignificant thoughts - Latest Comments in Open Call for AOL Retention Specialists or Employees

Re: Open Call for AOL Retention Specialists or Employees

Tammy — Wed, 28 Jun 2006 03:56:37 -0000

Someone posted: Time Warner doesnâ€šÃ„Ã´t want them anywhere near their cable and broadband sectors.

yeah, thats why they offer AOL for broadband as a bundle deal with Time Warner....do some research and go to KW AOL High Speed.

Re: Open Call for AOL Retention Specialists or Employees

rene — Tue, 27 Jun 2006 07:48:21 -0000

Just wanted to respond, even though this conversation has changed directions...the initial comment was regarding whether this was aol's policy-to make it difficult to cancel memberships...two or 3 years ago, I cancelled my account and the representative spent a long time trying to convince me not to do it. THe person twisted the conversation many times into other subjects. I finally asked the person to record that I had requested the account be disabled, and if I was charged another month, I would seek legal advice. The account was cancelled, but it was very difficult to do so.

Re: Open Call for AOL Retention Specialists or Employees

Bill — Mon, 26 Jun 2006 20:10:54 -0000

"The only thing wrong with that call is he didnâ€šÃ„Ã´t make an attempt to pitch you a price plan.
"

I find this comment cultish. So John or Jon didn't tow the company line, and that's "wrong." In my view what was wrong was that the conversation didn't go approximately like this:

VF: I'd like to cancel my account.
AOL: [efficiently takes name and screen name and asks security question, then...][click-click-click] OK, it's canceled. Is there anything else I can help you with?
VF: No thank you.
AOL: Have a good day.
VF: Likewise.

To AOL: Your customers are trying to tell you that treatment a cancellation call as a "retention" call (or an opportunity to pitch a price plan) is wrong.

Re: Open Call for AOL Retention Specialists or Employees

AOL: Den of thieves — Mon, 26 Jun 2006 13:24:54 -0000

"Had you let him speak, that call would have been over in 3 minutes."

Oh, puhleeeeeeze. According to the many, many testimonials here and on countless other blogs, there's a tidal wave of anecdotal evidence to the contrary.

Then again, it's pretty evident from Vinny's taped conversation that you're extremely dense, so it comes as no surprise that you're delusional about AOL, too, Jon.

I think I'll form an opinion based on the thousands of people who come from all over the world, yet seem to have an eerily similar story when dealing with AOL and their shoddy scam.

And the class action lawsuits, and the numerous complaints to banking institutions and credit card companies....etc., etc.....

Re: Open Call for AOL Retention Specialists or Employees

Teri — Mon, 26 Jun 2006 13:20:51 -0000

Dave Barry, the Pulitzer Prize winning humorist, wrote a blog (6-16-06) about the same experience. He refers the the company as America OnLineOrElse. hehe.

http://blogs.herald.com/dave_barrys_blog/2006/06/be_advised.html

a few days later, someone posted Vincents AOL tape on his blog. Daves's response: "Yep. This is pretty much what it was like."

http://blogs.herald.com/dave_barrys_blog/2006/06/yep.html#comments

Good job, Vincent!

Re: Open Call for AOL Retention Specialists or Employees

Andrea Raimondi — Mon, 26 Jun 2006 11:57:05 -0000

About #53, from Vincent...

what to say... it's scary.

Andrew

Re: Open Call for AOL Retention Specialists or Employees

Michael Haase — Mon, 26 Jun 2006 11:49:00 -0000

For those of you who have, like myself, been frustrated to no end by AOHell, check out this computer advice column posted online:

http://www.askdavetaylor.com/how_do_i_cancel_my_america_online_aol_account.html

Re: Open Call for AOL Retention Specialists or Employees

Michael Haase — Mon, 26 Jun 2006 11:29:48 -0000

Troy, I dont know who you bank with, but as I said on another area of this site, Washington Mutual bank was very helpful.

When I was defrauded by AOHell with a bogus confirmation number after I called to cancel, they then proceeded to steal funds from my bank account.

After getting an appalling, "You never cancelled your account!" from the rep when I called to question it, they also stated that the confirmation code was invalid.

Based on my research into the issue, here is what AOHell did - then I'll tell you how Washington Mutual helped. Instead of cancelling the account, they simply told me it was cancelled, gave me a phony confirmation code, then put me into a free month or more in their computers. Once that time period lapsed, they then charged me as though I had never left.

Washington Mutual was fantastic! They reversed the charges and recovered my stolen money. They also blocked AOHell from ever charging me again. A week later I got a letter from Washington Mutual letting me know that AOHell had tried to again charge me and the charge was not authorized.

AOHell then sent me to collections, and I ignored the letters. They stopped pretty quickly.

Finally to Jon: Give it up, man. You kept up with your creepy sales pitch even after it was clear Vince wanted to cancel. He is not required to listen to your nonsense. You and others of your ilk have pressured and threatened and harassed and ripped off people like Vince and myself and many others.

The only sad thing, Jon, about you being fired is that it just covers up what is POLICY at AOHell.

Re: Open Call for AOL Retention Specialists or Employees

Vinny — Mon, 26 Jun 2006 07:31:02 -0000

EDIT:

JUST FOR THE RECORD, THE COMMENTER ABOVE CLAIMS TO BE JON FROM AOL (NOTE THE USE OF THE WORD I).

THEN HE SAID, "HAD YOU LET HIM SPEAK"

CHANGE IN TENSES, CHANGE IN PERSPECTIVE (FIRST PERSON TO THIRD PERSON). ODDLY ENOUGH, THIS ONE DOES COME FROM PROXY.AOL.COM.

Re: Open Call for AOL Retention Specialists or Employees

Jon — Mon, 26 Jun 2006 07:22:28 -0000

Be honest with yourself man, you weren't trying to expose anything, you didn't let the call run its course like you said on matt lauer, you became defensive and abrasive, and I reacted, then you didn't like the fact that I put my foot down at the end and wouldn't allow you to run all over what I was saying, so you ran to the Today show for your 15 minutes of fame. Had you let him speak, that call would have been over in 3 minutes. Now you're a laughing stock. The only thing wrong with that call is he didn't make an attempt to pitch you a price plan.

Re: Open Call for AOL Retention Specialists or Employees

David Wynot — Mon, 26 Jun 2006 04:02:14 -0000

hello

In France too, we had some stories as you.
It's very know'n to leave AOL is very difficult.
An aunt called them many times and at the end cut her bank agreement.
I precise they ask his credit card number and promise no use. AOL used it....

Never AOL

David

Re: Open Call for AOL Retention Specialists or Employees

steve case lol — Mon, 26 Jun 2006 00:13:11 -0000

actually i think other call centers would hire ex aol employees if you can deal with the hell of aol then any other call center job would be cake

Re: Open Call for AOL Retention Specialists or Employees

Bill — Sun, 25 Jun 2006 19:08:35 -0000

I wish I could edit comment 45, to be less harsh. My apologies on that. I feel genuinely sorry for anyone whose job is threatened. No doubt there are thousands of employees of America Online who are great, worthy, well-meaning human beings...who happen to be employed by a company that has been digging its own grave through sleazy policies and practices (established by management), and short-sightedness. (I used to have a job in a company that I discovered did a lot of unethical things...as soon as I had replacement income available, I left. I resented the displacement, it was unfair, etc., but the right choice was to leave.)

Maybe some of you started before the company got so...creepy (yes, as someone else put it, calling the cancellation department the retention department is creepy, and yes, there being quotas for retention is super-creepy...and I ask, as I've asked before: Why does a "retention department" exist unless a company is not serving its customers well?)

But, very sadly, the people who have run your company in recent years have taken the very low road. The road of "retention departments" and charging $24/month for an electronic advertising circular. (Maybe that's harsh, too, but the imbedded marketing in AOL, in the last few years I used it, was atrocious, gravely diluting the quality of the product.)

The apology letter to Vincent continues on that low road. It's insane to blame "John." I, and obviously many other people, had very similar experiences; in fact, I think Vincent was actually treated better than many of us. It would be naâˆšÃ˜ve of Mr. Graham to think that the policies of the company didn't create the cadre of monsters in the monster-cave whose job is labeled "retention." (As the Milgram experiments proved, even good people have the potential to be monsters -- if "bosses" push them that way.) Upper management is responsible for the incentive programs and quotas they instituted and/or approved of, and is responsible for the very concept or policy of "customer retention" -- AS OPPOSED TO, um, "CUSTOMER SERVICE." (And part of customer service would be to immediately heed a customer's request to cancel.)

Missing from the apology letter was soul-searching. And that is what is needed.

One doesn't know what one doesn't know. Perhaps Mr. Graham, etc. haven't recognized that they have been taking the very low road. Maybe they are not aware that there are better ways to run a business, and better ways to treat human beings -- both employees and customers.

To paraphrase T. H. White: The best thing for being sad is...to learn something. I think there is a lot for everyone to learn from the AOL tragedy.

Re: Open Call for AOL Retention Specialists or Employees

troy — Sun, 25 Jun 2006 18:40:43 -0000

Hello i jsut saw your story about the aol endeavor on the news and had to check out your blog, because i too have had the same experience. I signed up for a free trial and could never get the software or the modem to work. after calling the ever so un helpful tech support every day for at least two hours i finally decided that it was not worth my time and called and requested to cancel the service to which i was assured it was cancelled after debating with a young woman for well over 45 minutes on the reasons i was not benefitting from the horrible service. Working in customer service myself i was absolutely appaled and requested a supervisor to which the request was declined multilple times. Finally they sated my account was cancelled. On with the horror story. Three months later i go to the grocery store, i had just got paid and paid my usual bills which i had carefully calculated to ensure i was keeping proper track of my finances. When i was checking out my debit card had been declined. I knew for a fact that i had at least 80.00 left and plenty of money for the odds and ends groceries i was purchasing. So i go home immediatle and get online to check my balance and sure enough aol had withdrawn 76.00 from my account. So i promplty called customer service. I was informed that i was actually charged for the three months which was supposed to be my free trial. (for the service i was unable to use) Which i advised the person on the other end of the line several times who told me he could do nothing to help me and that these charges were standard charges. after 20 or so minutes of arguing with the guy he hung up on me. Now i am beyond irritated. So i called back after speaking to four representatives i finally find someone willing to help. However i was advised that another charge would be coming from my account in a few days as they were charging me for six months worth of service. Now I am flat out pissed off . i was further advised that in order for my money to be refunded i would need to pay for the other three months and then after 30 more days they could refund these charges. I flet this was completely unacceptable and it made no sense to me whatsoever. Finally after ten supervisors i did get my money refunded two weeks later. This has made a horrible impression on me and i myself will never use aol or any of their shitty services and i would advise anyone who reads this to beware as well. Also on your news story it mentioned that this call was posted on your blog could you email me a link i would like to hear it.

Re: Open Call for AOL Retention Specialists or Employees

Teri — Sun, 25 Jun 2006 18:37:16 -0000

Anonymous,
Do your self a favor...stop wasting your time posting and start working on your resume....

After this story, how many potential employers do you think will view your time with AOL as a positive entry on your resume.

Re: Open Call for AOL Retention Specialists or Employees

Bill — Sun, 25 Jun 2006 18:32:05 -0000

Some jobs are not worth saving. I cry no tears over lost jobs in the tobacco industry, for example.

Re: Open Call for AOL Retention Specialists or Employees

Vinny — Sun, 25 Jun 2006 17:33:39 -0000

So that's what the people who were rearranging the deck chairs on the titanic felt like, huh? :lol:

Re: Open Call for AOL Retention Specialists or Employees

anonymous — Sun, 25 Jun 2006 17:24:23 -0000

First off we all sign a NON DISCLOSURE AGREEMENT. Not only do we (as aol employees) agree to it, and are held accountable for the damages incurred, but if I (or anyone) was to send you confidential documents substantiating your biased point... both you AND the person releasing information are held accountable, financially.

Sure I know you want to prove a point, getting people to break their NDA's is another. I'll share this bit - its common knowledge EVERY retention business has quotas. Duh.

Lighten up a bit, stop being such a prick because you chose to repeatedly say "cancel the account" repeatedly, and you saw the rep was being an asshole too. You earned your 15 min of fame, on who's watch - your employers?

I however do commend you for shining light on an issue - and changes have been made... but seriously - dont risk other workers their jobs just so you can end out on top. Cancelling my aol account wasn't that hard as you had it, or others mentioned herein.

- anonymous -

Re: Open Call for AOL Retention Specialists or Employees

Mike Bezayiff — Sun, 25 Jun 2006 12:36:09 -0000

I to had AOL high speed for 3 years and when i decided i needed cable for my x box live account i had to call and cancel my AOL account and they gave me seven kinds of hell before they would cancel me as well! After that i thought to myself "My god that was the longest cancelation phone call i had to go through in my entire life & i hope i never have to go through that again!" They tried everything they could think of to keep me a member! Like i heard you on your CNN headline news tape recording they did me pretty much the same exact way as you!!! Good idea taping it dude:)

Re: Open Call for AOL Retention Specialists or Employees

David Pinero — Sun, 25 Jun 2006 11:41:36 -0000

I have undug the article leading to this post at Digg. I really didn't hear *all* the interviews Vincent has done, but I did hear the Laporte one he directed me to and concede that I was a bit hasty in assuming this might become about something *other* than the sole instigator: AOL.

Re: Open Call for AOL Retention Specialists or Employees

Teri — Sun, 25 Jun 2006 10:53:29 -0000

mfanigan 1961,

Congratulatioons for subscribing to the worst tech product...ever!

1. PC WORLD has rated AOL "THE #1 WORST TECH PRODUCT EVER. Here's why.

http://www.pcworld.com/reviews/article/0,aid,125772,pg,2,00.asp

2. AOl has lost every class action law suit that has been filed agianst them

http://www.consumeraffairs.com/news04/2005/ny_aol.html

3. Amongst the list of Best ISP providers, this site goes out of it's way to state that AOl is, in a word, awful.

http://www.consumersearch.com/www/internet/isp/index.html

And i quote:"America Online (AOL) is the most popular ISP in the United States. AOL claims 22.1% of the dial-up ISP market (almost 20.8 million users), yet AOL (*est. $24 per month for dial-up) receives lower scores in customer surveys on almost every ISP performance measure, including reliability, support and overall satisfaction. Despite the popularity of AOL, ISP reviews say it's far from the best Internet service provider. In another review, PC World's survey also reveals that AOL Internet service has the fewest happy customers. Only 39% of AOL users say they're satisfied with the overall service, the lowest score of all ISPs. Users report trouble with installation, connection and support."

Interesting note..."AOL claims 22% of the dial up ISP market." That numer must be skewed as they illegally retain customers who believe they have cancelled.

if that kind of service makes you happy......

Re: Open Call for AOL Retention Specialists or Employees

Julia — Sun, 25 Jun 2006 10:02:47 -0000

I just saw the CNN report and felt the urgent need to share my story. I want to add to the evidence that this is not an isolated incident. This must be company policy. It makes sense that it is a tactic of a desterate company. My horror story with AOL took place in approx. August of 2003. Recounting my experience still makes me extremely angry, so I'm going to attempt to make it brief. My sister, who was living temporarily in my apartment, had opened an AOL account without my knowledge that was being billed to me though my SBC (another unethical company) phone bill. I discovered this when the AOL charge showed up on my phone bill. Since the phone bill (and the apartment lease) were in my name, there was no reason she should have been authorized to add a charge to my phone account. When I discovered this situation, my sister was traveling in Europe for a month and I had no way to get in touch with her. AOL refused to tell me the name of the person who opened the account, despite my insistence that this was MY phone bill. When I guessed the name of my sister, they did say yes. They still refused to let me cancel the account, saying my sister would need to be the one to do it. They pacified me by crediting the account for the time she was gone. When she returned the horror continued. In the end her request wasn't any more successful than mine. AOL said I needed to contact SBC, SBC said I needed to contact AOL. Both denied the ability to make the change. I can't even remember how many phone calls I made back and forth now, but the whole process certainly took longer than 21 minutes. By the end I, a normally soft-spoken person, was screaming into the phone. Since I was soon moving out of the apartment and had a cell phone, I ended up cancelling the entire phone line in order to get rid of both companies. It seems to me to be no coincidence that very similar techniques to those used on Vincent were also used on me.

Re: Open Call for AOL Retention Specialists or Employees

Andrea Raimondi — Sun, 25 Jun 2006 09:48:04 -0000

Mr Mfagan1961,

I guess you haven't followed through all of this, as I on the contrary did.

Please consider that on the original blog post only there're more than 800 comments, most of which are similar stories.

This, in my view of things, does pose AOL's policies in question.

Also, googling a bit reveals about the same amount or more of stories like this.

So, your point falls short.

Have a nice day,

Andrew

Re: Open Call for AOL Retention Specialists or Employees

Andrea Raimondi — Sun, 25 Jun 2006 09:42:01 -0000

Mr Pinero,

I'm sure your comments were meant as constructive, however, you should also consider that - being permanent in Google - could also be used "against the cause", that's why I replied promptly.

I'm also convinced(but that's my opinion) that Vincent took them in the best possible way.

Cheers,

Andrew

Re: Open Call for AOL Retention Specialists or Employees

mfagan1961 — Sun, 25 Jun 2006 09:33:45 -0000

i've had AOL for 10 years. it's been great. if you found something else to use, then why whine about it. if you're short TWX stock, i hope you lose. you are no different from others. every company has had bad employees. your 15 minutes of fame basically marked you as a crybaby. live with that. chump.