Abused by AOL

Patrick Eakes points to a phone recording of a guy trying desparately to cancel his AOL account.  The AOL ‘retention specialist on the other end is condescending, rude, and an ass in general.

How that company keeps getting away with such abusive tactics is a mystery to me.

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6 Comments

  1. Posted June 21, 2006 at 9:39 am | Permalink

    I’ve often wondered the same things myself, as I have dealt with AOL numerous times. Needless to say, I no longer do business with them.

  2. Karl
    Posted June 21, 2006 at 10:52 am | Permalink

    If my very last breath depended on AOL I would have to die.

  3. Posted June 21, 2006 at 11:11 am | Permalink

    My experience with AOL has been nothing but good. Anytime I’ve had to call customer service they have been wonderfully patient and remarkably helpful. In fact, we’ve got Roadrunner AND AOL, just because I refuse to give up my AOL.

  4. Posted June 21, 2006 at 8:54 pm | Permalink

    Same here JW. I don’t like the way they take over more of my computer with each progressive version upgrade, but I like being able to choose whether I want a guided tour of the Internet (with AOL) or want to go exploring (RR). AOL’s features sometimes catch my eye, like their music video content. You just ignore all the stuff you don’t need.

    When AOL is making my computer puke, as it occasionally does, I like having other ways to access email and the web. So I would never lean on them as my sole ISP.

    Lots of folks hate them for what I consider to be very valid reasons. Sounds like trying to quit gives you lots of those reasons.

  5. Michelle
    Posted June 23, 2006 at 2:34 pm | Permalink

    It’s sad so many people use this program when IE, Firefox and other browsers will navigate the internet with a suitable online connection. Or – you don’t like the extent the software controls your computer, but you’re too complacent to do anything about it.

    AOL is like a virus. Once installed on your computer, it imbeds itself so far into the registries and programs that a simple “uninstall program” does not work. The hard drive must be totally reformatted to get rid of it. I do not trust anything with those capabilities, especially since one does not know how much information is being taken from your computer.

  6. Reggie
    Posted June 26, 2006 at 5:23 pm | Permalink

    Well, I remember trying out the AOL service a little over a year ago. I was thrilled that they had the option pay using my
    phone bill. What I wasn’t aware of, was the problems I would encounter when I wanted to cancel only a few months later.

    I called AOL in October to cancel my account. I had found a much cheaper, more reliable for my needs service provider.
    The AOL operator insisted on other pay plans that were cheaper, but I insisted I had no more need for the service. She
    said what she would do is give me two more months, (FREE) of charge, to see if I wanted to continue service with AOL. I
    said okay, but I know I won’t be needing it, but she had sold me on “FREE to decide”.

    Well, in November I got my phone bill and noticed that they were still charging me, so I contacted customer service again
    and explained the situation to them. He looked up my account and said he saw nothing in terms of notes on the account, but
    he knew for a fact that the representative could not have done that, because the system would not allow them to do such a
    thing. He basically made like I was trying to get some free service, when in fact, I was trying to get rid of it altogether.

    Needless to say, I had already past the cycle date, and would be billed for that second month as well. So much for two more
    months free. I had a difficult time with him, but I knew they were not going to give me my money back. And they didn’t,
    BUT SOMEHOW I CONVINCED HIM THAT IF HE DIDN’T CANCEL MY SERVICE RIGHT AWAY, I WOULD CALL MY LAWYER. He
    became very helpful, but I was still out of my $24.90+whatever they charged for using your phone bill, times two more months
    of unwanted service. They suckered me, and I didn’t know what to do about it.

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  1. [...] I happened upon Hogg’s Blog today, who pointed over to a post by Patrick Eakes concerning AOL and their horrible, horrible, horrible customer service. [...]