AOL Customer Service
June 28, 2006 | Category: entertainment, technology, videos
Via Bryway: Interesting transcript between a customer by the name of Vincent Ferrari who is trying to cancel his AOL account.
*Updated Friday, June 30, 2006 12:33 AM:
Here is a YouTube video of the whole thing (instead of reading the whole transcript below):
CLOCK READOUT - 00:00
AOL REPRESENTATIVE: Hi this is John at AOL… how may I help you today?
VINCENT FERRARI: I wanted to cancel my account.
AOL: Sorry to hear that. Let’s pull your account up here real quick. Can I have your name please?
VINCENT: Vincent Ferrari.
CLOCK READOUT - 00:30
AOL: You’ve had this account for a long time.
VINCENT: Yup.
AOL: Use this quite a bit. What was the cause of wanting to turn this off today?
VINCENT: I just don’t use it anymore.
AOL: Do you have a high speed connection, like the DSL or cable?
VINCENT: Yup.
AOL: How long have you had that…
VINCENT: Years…
AOL: …the high speed?
VINCENT: …years.
AOL: Well, actually I’m showing a lot of usage on this account.
VINCENT: Yeah, a long time, a long time ago, not recently…
CLOCK READOUT - 01:47
AOL: Okay, I mean is there a problem with the software itself?
VINCENT: No. I just don’t use it, I don’t need it, I don’t want it. I just don’t need it anymore.
AOL: Okay. So when you use this… I mean, use the computer, I’m saying, is that for business or for… for school?
VINCENT: Dude, what difference does it make. I don’t want the AOL account anymore. Can we please cancel it?
CLOCK READOUT - 02:21
AOL: Last year was 545, last month was 545 hours of usage…
VINCENT: I don’t know how to make this any clearer, so I’m just gonna say it one last time. Cancel the account.
AOL: Well explain to me what’s, why…
VINCENT: I’m not explaining anything to you. Cancel the account.
AOL: Well, what’s the matter man? We’re just, I’m just trying to help here.
VINCENT: You’re not helping me. You’re helping me…
AOL: I am trying to help.
VINCENT: Helping… listen, I called to cancel the account. Helping me would be canceling the account. Please help me and cancel the account.
AOL: No, it wouldn’t actually…
VINCENT: Cancel my account…
AOL: Turning off your account…
VINCENT: …cancel the account…
AOL: …would be the worst thing that…
VINCENT: …cancel the account.
CLOCK READOUT - 03:02
AOL: Okay, cause I’m just trying to figure out…
VINCENT: Cancel the account. I don’t know how to make this any clearer for you. Cancel the account. When I say cancel the account, I don’t mean help me figure out how to keep it, I mean cancel the account.
AOL: Well, I’m sorry, I don’t know what anybody’s done to you Vincent because all I’m…
VINCENT: Will you please cancel the account.
CLOCK READOUT - 03:32
AOL: Alright, some day when you calmed down you’re gonna realize that all I was trying to do was help you… and it was actually in your best interest to listen to me.
VINCENT: Wonderful, Okay.
CLOCK READOUT - 03:39
“I’ve never ever experienced anything like that,” Ferrari told CNBC.
He recounts how the AOL representative - as a last resort even asked if his dad was home.
“I think I could’ve put up with everything, but at the point when he asked to speak to my father, I came very close to losing it at that point,” said the 30-year-old Ferrari.
Ferrari then posted the call online, and the response was tremendous.
AOL sent him an apology and said the customer service rep was no longer with the company.
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About This Site
Easy Does It University has been going on and off hiatus because I need moneyz.
Threadless Tees
Threadless.com usually has these themed sales every once in awhile and when they do, I always jump on the chance to buy their tees (one they're out, they're out, unless fans demand a reprint)
I had a similar experience with BT Yahoo in the UK. Can’t remember how many times I said ‘I don’t want broadband at my new address’. The lady even told me it was an ‘essential service’, and asked how I was going to pay my bills in future. In the end I said I was leaving the country later that year (which was true) and if they could give me broadband in Canada I would listen to her. Funnily enough, she didn’t have much to say.
ok, so i told myself i’d never reveal this bit of info, buuut, i actually took a temp job with them at their call center here in tampa back in 03, and anytime a cust would call to xcel, we had to xfer them to the “saves dept”, so that they could do exactly as leo described.
ppl in saves were told to basically give the cust something like 99,000 hrs of free service.
bleh!
Absolutely terrifying. Not least because we all seem to be having these conversations all the time now. (Seriously, when was the last time you spoke to a customer service line and didn’t go in with a sense of impending doom.)
Mister Ferarri, we salute you!
(Also worth checking out Radio 1 (UK) podcast for Scott Mills - ‘Electrical Store On Hold’ is hilarious justice served cold.)
http://beforemyeyes.blogspot.com/
And now… the inevitable video parody…
Cancel my Playboy account
http://www.youtube.com/watch?v=TbjUnz64ywc