Accompanying story
I was convinced this was a hoax, initially.
AOL rep goes loco
Moderator: Dictators in Training
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Jimmy Durante
- NT Veteran
- Posts: 1106
- Joined: Thu Mar 25, 2004 5:42 pm
- Location: Otisburg
Holy shit, I swear that is exactly the conversation I had when trying to cancel, when I asked for the manager I got the same damn thing. I just left the damn account open and called my CC company explaining that I did not approve any charges from AOL.
Go figure, I got a call from AOL that they needed a new CC from me, after a good 2 hours on the phone with the tech, I told him that I changed my mind and to just cancel my account.
Go figure, I got a call from AOL that they needed a new CC from me, after a good 2 hours on the phone with the tech, I told him that I changed my mind and to just cancel my account.
For to win one hundred victories in one hundred battles is not the acme of skill. To subdue the enemy without fighting is the acme of skill.
Yeah, years ago I made the mistake of signing up for AOL. Even after I waded thru the cancel process they still billed me. I had to do like Gidan and tell my cc company to not pay anything more to them.
Inside each person lives two wolves. One is loyal, kind, respectful, humble and open to the mystery of life. The other is greedy, jealous, hateful, afraid and blind to the wonders of life. They are in battle for your spirit. The one who wins is the one you feed.
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kaharthemad
- NT Traveller
- Posts: 3768
- Joined: Sat Mar 27, 2004 8:47 am
- Location: Somewhere South of Disorder
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Trielelvan
- NT Traveller
- Posts: 2745
- Joined: Wed Mar 10, 2004 1:11 pm
- Location: Mosquito central of da gr8 white nort'
- Contact:
Customer calls AOL customer service to turn off his account.
CSRep keeps trying to convince him to not turn it off.
Customer insists, demands, and pleads to have the account turned off.
The rep finally agrees to cancel the account and starts to give the cancellation speech, saying that AOL still consideres hima valued member and they will continur to provide etc etc etc.
The customer cuts him off by saying "I don't want it, I don't need it, etc"
The rep, then cuts the customer off with this:
"If you want me to cancel this account, you're going to let me speak and give this paragraph, ok? Cause if not we can stall (star?) you all day, I really don't care, I'll be honest with you. But, you're going to listen to me if you want this turned off, so, can I speak now?"
And he finishes, the account is cancelled, and it's over. According to the news article, the call has been verified as legitimate through AOL, rep "John" is no longer with the company (big surprise), and the customer was issued a formal letter of apology.
Personally, I don't see this as all that weird. The rep probably knew he was going to be fired soon, or was trying to get fired, and had gotten fed up with working support for AOL. Working as a CSR in a call center sucks so much ass today. You have a million scripts you have to memorize and stick to, and if you don't do them correctly (like saying the ENTIRE cancellation speech I will bet you) you get "dinged" points off of call evaluations. Get enough of those, and you get put on probation. No wonder customer service and tech support usually sucks.
CSRep keeps trying to convince him to not turn it off.
Customer insists, demands, and pleads to have the account turned off.
The rep finally agrees to cancel the account and starts to give the cancellation speech, saying that AOL still consideres hima valued member and they will continur to provide etc etc etc.
The customer cuts him off by saying "I don't want it, I don't need it, etc"
The rep, then cuts the customer off with this:
"If you want me to cancel this account, you're going to let me speak and give this paragraph, ok? Cause if not we can stall (star?) you all day, I really don't care, I'll be honest with you. But, you're going to listen to me if you want this turned off, so, can I speak now?"
And he finishes, the account is cancelled, and it's over. According to the news article, the call has been verified as legitimate through AOL, rep "John" is no longer with the company (big surprise), and the customer was issued a formal letter of apology.
Personally, I don't see this as all that weird. The rep probably knew he was going to be fired soon, or was trying to get fired, and had gotten fed up with working support for AOL. Working as a CSR in a call center sucks so much ass today. You have a million scripts you have to memorize and stick to, and if you don't do them correctly (like saying the ENTIRE cancellation speech I will bet you) you get "dinged" points off of call evaluations. Get enough of those, and you get put on probation. No wonder customer service and tech support usually sucks.
HyPhY GhEtTo MaMi wrote:GeT ofF mAh OvaRiEz
