Okay, once and for all, let’s have this out in the open.
Some genius named Rob Zazueta (don’t worry, I’ve never heard of him either, I just found his post in Bloglines) has a problem with my AOL recording. So do a lot of folks. In fact, now that the story has pretty much calmed down, all kinds of people are all over the “time to drag down Vinny” shit.
Here’s the post from the genius.
This comes on the tail of last week’s AOL customer service debacle which also resulted in the firing of the employee involved. Loads of bloggers listened to Vincent Ferrari’s AOL recording and recalled their own frustrations trying to cancel their service with various providers. And, while the customer service person on the other end of the line was completely out of line, I feel Ferrari may have precipitated it with his already belligerent attitude. Keep in mind: it’s not like he records all of his phone calls on the off-chance he’ll have something bloggable. As he said in his original post, “Knowing the horror stories, I decided to do the deed at work where I could record the whole thing.” This doesn’t exactly set anyone up for a friendly conversation.
The echo chamber that is the blogosphere can rapidly generate a mob mentality unlike one we’ve ever really been able to create. In the old days, the townsfolks[sic] raid the castle (or whatever) carrying pitchforks and torches. In reality you’d probably be luck[sic] to get a dozen or so folks revolting in such a way, and only after tensions have had time to brew and simmer.
Yeah ass. Lots of people listened to my recording. Lots of people had it happen to them.
Maybe they provoked the guy also?
Here’s the way the conversation went.
AOL: Hi this is jon at aol, how may i help you today?
VF: I wanted to cancel my account.
AOL: Sorry to hear that. Go ahead and pull your account up real quick. Can I have your name please?
VF: Vincent Ferrari
AOL: OK Vincent, and for privacy and security, can I have the last 4 digits of your payment method?
VF:
AOL: Thank you very much. OK, you had this account for a long time.
VF: Yup.
AOL: This is quite a bit. What was causing you to want to turn this off today?
VF: I just don’t use it anymore.
AOL: So you have a high speed connection like DSL or cable?
VF: Yup.
AOL: How long have you had that? The highspeed?
VF: Years, years.
AOL: OK, well actually, I’m showing a lot of usage on this account.
VF: Yeah, a long time ago. Not recently.
AOL: No, the popsferrari account was on 71 hours since the 24th of last month.
VF: No he wasn’t. He doesn’t even have the AOL software installed on his computer. You’re looking at AIM usage probably.
AOL: No, AIM usage doesn’t come on to this.
VF: He doesn’t have the AOL software installed on his computer.
AOL: Now, this is your father then?
VF: Yup.
AOL: Well, I’m looking at this account…
VF: Uh, either way, whatever you’re seeing…
AOL: Well what’s causing you to want to turn this off today? I mean obviously…
VF: I don’t use it and he doesn’t use it, so we’re cancelling. I’m telling you he doesn’t use the account. The software is not even on his computer.
AOL: Well OK, I mean is there a problem with the software itself?
VF: No, I just, I don’t use it, I don’t need it, I don’t want it. I just don’t need it anymore.
AOL: OK, so when you use this, I mean, when you use the computer I’m saying, is that for business or for school?
VF: Dude, what difference does it make? I don’t want the AOL account anymore. Can we please cancel this?
AOL: Well, on June 2nd, someone signed on and has been on for 72 hours. On June 2nd…
VF: I don’t know how to make it any clearer.
AOL: Last year was 540… last month was 545 hours of usage.
VF: I don’t know how to make this any clearer, so I’m just going to say it one last time. Cancel. The. Account. Please.
AOL: Well explain to me what’s what why…
VF: I’m not explaining anything to you. Cancel. The. Account.
AOL: What what’s the matter man? I mean, we’re just, I’m just trying to help here.
VF: You’re not helping me. You’re… Helping me would be cancelling…
AOL: I’m am trying to…
VF: Helping me… Listen: I called to cancel the account. Helping me would be cancelling the account. Please help me and cancel the account.
AOL: No it wouldn’t actually. Turning off your account would be the worst thing that…
VF: Cancel the account. Cancel the account. Cancel the account.
AOL: Is your dad there?
VF: My dad? I’m the primary paying… I’m the primary person on the account, not my dad.
AOL: Yeah, cuz I’m just trying to figure…
VF: Cancel the account. I don’t know how to make this any clearer for you. Cancel the account. The card is mine, in my name.
AOL: OK
VF: The account is mine and in my name. 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 don’t know what anybody’s done to you, Vincent. This is…
VF: You’re annoying the shit out of me, that’s what you’re doing to me. Cancel the account please.
AOL: And that goes both ways my friend.
VF: Good. Could you please cancel the account?
AOL: Because, alright, someday, when you’ve 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.
VF: Wonderful, ok great.
AOL: And when that epiphany happens, then, uh, just give us a call back.
VF: Wait.
AOL: As I process your cancellation request, I have to tell you about a free benefit available for valued members like yourself. We will continue to provide you some features of the AOL
VF: Don’t want it. I know the… I know the drill. I don’t even want it. Don’t even bother.
AOL: If you want me to cancel this account, you’re going to let me speak, and.. and give this paragraph. OK? Because if not, we can start you all back, I.. I really don’t care to be honest with you, but you’re going to listen to me if you want this turned off. So, can I speak now?
VF: Go right ahead.
AOL: Thank you. Appreciate that. As I process your cancellation request, I’d like to tell you about a free benefit available for valued members like yourself. We will continue to provide you some features of the AOL service even after the membership has been cancelled. At aol.com you can keep your existing email, buddy list, address book, and more at no cost for as long as you like. There’s no catch. This is AOL’s way of continuing our relationship with you. We know you want to keep your same email. Just go to aol.com and login with your screen name and password. An email confirming the cancellation will be delivered to your free aol.com email within 24 hours. To complete this cancellation with us, there’s a lot of important details. Please hold while I connect.
If Mr. Zazueta is correct, and I went into the call with a chip on my shoulder, then let’s assume it would’ve come out at the beginning of the call seeing as I was predisposed to being annoyed and having a bad experience.
So where did I get belligerent? When he called me a liar about my father using his AOL account with software he doesn’t even have? Or when I told him he was annoying the shit out of me after asking me numerous unrelated questions that had nothing to do with me cancelling? Maybe it was when he asked for my dad?
Let’s even ignore what I said in my own words in front of 4 million people watching the Today Show last Wednesday. Oh wait. What’s that Bobby? Didn’t see that one? Too busy looking for that next big Java programming job? Well, here. Let me make it really easy for you. You won’t even have to go very far to hear it. It’s 2:55 into the interview. Just slide that little button over a bit and BOOM. You’ll be right at the part your stupid ass missed.
What was that line? Listen to it really closely. Take your head out of your own 3rd grade grammar writing ass and listen to it.
Whether or not the call went well, it was going on the site. Not exactly the actions of someone who had preconceived notions about what the call was going to be like or how it was going to play out. In fact, I held onto the call for a week deciding what I wanted to do with it. That’s right. I rushed head first into the fray to get my 15 minutes of fame! Look at me go!
All of my critics lately seem to have one thing in common. They don’t have a brain cell between them and don’t have any ability to perform the act of rational thought. I was short with John. I didn’t see a need to give long-winded explanations. I answered his questions succinctly and specifically up until he started calling me a liar and, despite me telling him the “usage” on my account didn’t matter and I wanted to cancel anyway.
Frankly, I could’ve baited him easily. I could’ve had him cursing a storm at me. It wouldn’t be hard. Apparently AOL beats the crap out of its retention department in many ways and judging by the AOL employees e-mailing me, it’s still the worst department in the company to work for. All I would’ve had to do is say, straight away, “Cancel the f’ing account ass. I’m not interested in keeping it.”
Instead, I stayed polite, and did so for entirely too long according to many of the over 2,000 comments I’ve seen here and elsewhere. No matter what, though, there’s always some ass like Rob who thinks he’s going to make a name for himself by shitting on the big guy. It’s all good Rob. You got my attention mainly because I was doing a vanity search in Bloglines to see who was writing what about me. Call it a weakness.
I guess it’s cool though, because I’ve never heard of Rob before. I imagine a lot of people haven’t. I’ve been blogging for 4 years myself, and reading them significantly longer than that, and Rob’s name never came up.
Not once.
So congratulations Rob Zarzueta, whoever the hell you are. You got my attention by trying to piggy back on my 15 minutes of fame. I’m sure you’ll get more people linking to you from here than you’ve had read that drivel you write in the past ((insert number of minutes you’ve been blogging here)). I’ll guarantee you one thing, though, L33t boy. One day, people are going to remember this story and what it meant for AOL and customers everywhere.
Do you really think anyone’s gonna remember you (or for that matter the other idiots) for shitting on me?
I reckon not, but good luck anyway.
Technorati Tags: aol, rob zarzueta, vincent ferrari, cancellation