Saturday, July 01, 2006


Cancelling AOL

This audio file has been making the rounds on the Internet: Cancelling AOL.

AOL's official response to this incident is to claim that it is an aberration. But when you listen to the call, it seems pretty clear that the "retention specialist" is following a script and doing what he thinks his job is. This is not a case of an overenthusiastic AOL employee: this is standard AOL policy.

I had a similar experience when I cancelled my AOL account years ago. After asking to close it, I was subjected to many, many questions about why I wanted to cancel, how I use the account, and whether I knew about all of AOL's wonderful services. So I just want to add my "This happened to me too" comment to the net.

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