CO_Chris
Premium
join:2001-08-28
Broomfield, CO | Get off the pipe all ready AOL
WTF are they smoking over there? camel hair? |
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RockCake
Premium
join:2005-07-12
Woodbridge, VA | Vincent had a lot more patience than I ever would have... |
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blacksurfer
join:2002-07-14
Sherman Oaks, CA | reply to CO_Chris
Why not cancel online?
You should be able to cancel online by entering a password and the answer to a secret question when you sign up. This should be a law!!! |
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Minister
join:2002-01-02
Fleeting
| reply to RockCake
Re: Get off the pipe all ready AOL
Seriously. I'm afraid I would have started screaming about 20 seconds in, after the second dimwitted misdirection attempt.
I thought there was evidence AOL pays employees a bonus in this service center that's supposed to "save" customers who want to cancel?
Then they fire an employee for doing what I'll bet he was told to do....
Classy. |
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MysticGogeta
The Robot Devil
Premium
join:2005-03-14
League City, TX
clubs:
 ·Comcast
1 edit | reply to CO_Chris
Well we hit the jack pot AOL phone call and I just saw the tech for comcast falling asleep on the couch waiting an hour while on the phone for swapping a modem out. Todays a GREAT day for customer service! Now who wants to sign up! If this was me I would have been screaming this is pretty ridiculous. |
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dardin
join:2002-11-19
Tucson, AZ
| reply to Minister
AOL has a team for just cancellations. They call this their "customer retention team". These people do work with a commission for every save they get. They also have to maintain a certain percentage of saves for every call they get. If they do not maintain this, they lose their job. So these retention reps for AOL will do everything they can to not let you cancel, including hanging up on you, talking you to death, transferring you, and so on. This is due to company policy and wanting to get their jobs.
I know this first hand from a few friends who worked for AOL doing this. |
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HMS1
join:2006-01-14
Austin, TX
| reply to CO_Chris
They fired the CSR as a scapegoat.
He must have been following policy.
Stay with me here. AOL is notorious for doing this. It is clearly the policy to try to stop customers from cancelling. I'm sure they pay CSRs for keeping customers, or penalize them for letting customers cancel. Stories from ex-employees say so. Even posters in this thread suggest the same.
So - this guy was doing his job. He was doing what they force CSRs to do. But when it is revealed to the public, AOL denies that it's the policy and fires him.
Well they shouldn't be allowed to have it both ways. AOL should have to either make the CSRs treat the customers with respect, or defend the employee who does what they tell him to.
I hope he sues. |
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Cheese
Premium
join:2003-10-26
Naples, FL
clubs:
| said by HMS1  :I hope he sues. I am sure he will, but in the same token, I am sure this is a policy that is not written anywhere so when something like this happens, there is nothing to prove that they are told this. I could be wrong but....................we will see. |
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Ahrenl
join:2004-10-26
North Andover, MA | I'm sure they gave him a decent severance package which can be recalled if he speaks to anyone about why he was let go. They do that where I work no matter what reason you're let go. |
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evoxfan
Waiting On Dsl Or Cable
join:2004-02-12
Daleville, AL
| reply to HMS1
said by HMS1 :They fired the CSR as a scapegoat. He must have been following policy. Stay with me here. AOL is notorious for doing this. It is clearly the policy to try to stop customers from cancelling. I'm sure they pay CSRs for keeping customers, or penalize them for letting customers cancel. Stories from ex-employees say so. Even posters in this thread suggest the same. So - this guy was doing his job. He was doing what they force CSRs to do. But when it is revealed to the public, AOL denies that it's the policy and fires him. Well they shouldn't be allowed to have it both ways. AOL should have to either make the CSRs treat the customers with respect, or defend the employee who does what they tell him to. I hope he sues. Nobody can say it better.
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WinXP_Home SP2, 1.8GHz P4, 512DDR, DW7000, SatMex5, 1090MHz, RSL~87, WRT54G v5.0, WGPS606 Printer Server. |
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phattieg
join:2001-04-29
Winter Park, FL
 ·Verizon Wireless B..
·Sprint Mobile Broa..
| reply to Minister
said by Minister :Seriously. I'm afraid I would have started screaming about 20 seconds in, after the second dimwitted misdirection attempt. I thought there was evidence AOL pays employees a bonus in this service center that's supposed to "save" customers who want to cancel? Then they fire an employee for doing what I'll bet he was told to do.... Classy. They do, and they proudly announce it if you apply for a job. They take you on a tour of the call center, and along the way, they announce their base pay, perks, and what you get paid for retaining a customer. Basically, if your cancelation calls, and you give them a free month, and they use the extra 30 days, you get paid like $2 per person you save. A previous AOL employee (there's lots of "laid off" employees) can tell you the specifics. I thought it was crappy to pay so much to someone for shoving a free month down their throat... To me, this "retention" perk is a sign of weakness, proving the company is dying, and is trying all they can to prevent it's death...
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SIPPhone/Gizmo # 17476200648 / Ran by Asterisk & Slackware 10.1. |
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sivran
Long Live The Suite
Premium
join:2003-09-15
Arlington, TX
clubs:
·RoadRunner Cable
| reply to dardin
Many ISPs do... AOL is not alone in having such a department. They might be the most aggressive about it, but they're hardly the only ones offering free months and such to keep subscribers.
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Think outside the fox...Seamonkey |
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rogue_
I Have A Secret Window
Premium
join:2001-10-17
Lake Hiawatha, NJ | reply to Cheese
Depends on what state the CSR worked in. Here in New Jersey an employer can fire an employee for no reason. It's the law.
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Bozone (n.): The substance surrounding stupid people that stops bright ideas from penetrating. |
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wmcbrine
Touched by His Noodly Appendage
join:2002-12-30
Laurel, MD
| reply to phattieg
said by phattieg :To me, this "retention" perk is a sign of weakness, proving the company is dying, and is trying all they can to prevent it's death... If only. No, they've been doing this for over a decade, IIRC. |
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Dude111
An Awesome Dude
Premium
join:2003-08-04
USA | reply to RockCake
Same here.........
I would have totally gone off on the idiot (Swearing,etc.......)
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