The Nightmare of Cancelling AOL

06/22/06 UPDATE: The guy trying to cancel the AOL account, Vincent Ferrari, was featured on a NBC segment with Matt Lauer and they played part of the his phone conversation. AOL has even issued a public apology to him. It doesn’t matter. If it has to take this much attention on the web and TV to make you issue one apology to one former customer, then there is something fundamentally very wrong with how your company does business. The rep apparently got fired according to AOL but I’m sure that was what he was trained to do. There’s no fixing this PR mess. See the NBC segment after the jump.

Originally posted 06/15/06:
Here’s another example of how AOL systematically works against its customers. Listen to this phone conversation of a guy just trying to cancel his account. It’s pretty unbelievable how the rep keeps refusing to just honor the caller’s wishes. If it were me I’d be pretty damn pissed off.

(Audio recording no longer available)

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Why AOL Still Sucks

Remember my old rants about how America Online basically lied to me? Well, they’re still at it. And I’m not sure why they keep doing this. Their dial-up members are leaving in droves. It doesn’t really help your brand when you keep deceiving people like this.

A story in the Chicago Tribune describes how a man was persuaded to keep his AOL account for just $4.95 a month which included unlimited access but ended up getting charged $1,595.69.

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