Leave AOL? Over its dead body!

Consumerist has a find today that's weirdly compelling, completely appalling, and perversely funny: "highlights" from an AOL customer-service manual in which the company teaches its reps to go to extreme measures to discourage customers from terminating their accounts. (I don't know for a fact that the manual is legit, but it sure looks real; Consumerist doesn't mention when it dates from, so it's unclear whether it dates from before the company got into a legal tussle with the state of New York over its response to cancellation requests.) http://consumerist.com/consumer/exclusive/aol-retention-manual-revealed-188005.php

In the wake of last month's amazing audio recording of an AOL rep browbeating a customer who was trying to leave, the company reiterated that it's cleaned up its act. But it hasn't done the one thing that would instantly make this a non issue: Allow customers to cancel online without having to deal with a human being at all. (In case anyone wonders: Yes, PC World subscribers can cancel on our site if they so choose.) http://insignificantthoughts.com/2006/06/13/cancelling-aol/

Legal tussle details are available at: http://www.oag.state.ny.us/press/2005/aug/aug24a_05.html

Join the newsletter!

Error: Please check your email address.
Rocket to Success - Your 10 Tips for Smarter ERP System Selection
Keep up with the latest tech news, reviews and previews by subscribing to the Good Gear Guide newsletter.

Harry McCracken

PC World
Show Comments



Sansai 6-Outlet Power Board + 4-Port USB Charging Station

Learn more >

Victorinox Werks Professional Executive 17 Laptop Case

Learn more >



Back To Business Guide

Click for more ›

Brand Post

Most Popular Reviews

Latest Articles


PCW Evaluation Team

Louise Coady

Brother MFC-L9570CDW Multifunction Printer

The printer was convenient, produced clear and vibrant images and was very easy to use

Edwina Hargreaves

WD My Cloud Home

I would recommend this device for families and small businesses who want one safe place to store all their important digital content and a way to easily share it with friends, family, business partners, or customers.

Walid Mikhael

Brother QL-820NWB Professional Label Printer

It’s easy to set up, it’s compact and quiet when printing and to top if off, the print quality is excellent. This is hands down the best printer I’ve used for printing labels.

Ben Ramsden

Sharp PN-40TC1 Huddle Board

Brainstorming, innovation, problem solving, and negotiation have all become much more productive and valuable if people can easily collaborate in real time with minimal friction.

Sarah Ieroianni

Brother QL-820NWB Professional Label Printer

The print quality also does not disappoint, it’s clear, bold, doesn’t smudge and the text is perfectly sized.

Ratchada Dunn

Sharp PN-40TC1 Huddle Board

The Huddle Board’s built in program; Sharp Touch Viewing software allows us to easily manipulate and edit our documents (jpegs and PDFs) all at the same time on the dashboard.

Featured Content

Product Launch Showcase

Latest Jobs

Don’t have an account? Sign up here

Don't have an account? Sign up now

Forgot password?