Nicholas Graham, Executive Vice President of AOL Corporate Communications contacted me to officially apologize for the infamous “Jon” call. Here’s the full text of the e-mail:
Vincent, thank you for returning my phone call. I appreciate hearing from you and being able to talk to you – and to personally apologize for your experience. At AOL, we have zero-tolerance for customer care incidents like this – which is deeply regrettable and also absolutely inexcusable. The employee in question violated our customer service guidelines and practices, and everything that AOL believes to be important in customer care – chief among them being respect for the member, and swiftly honoring their requests. This matter was dealt with immediately and appropriately, and the employee cited here is no longer with the Company.
Vincent – please get in touch with me again in the future I can be of help at all. And good luck to you and to “Insignificant Thoughts”.
Sincerely,
Nicholas
I’ll take it. Thank you very much to both Nicholas Graham and Zach Katzaris of AOL, both of whom contacted me to apologize on behalf of the company. I don’t doubt the sincerity of either, and both of them have promised to make efforts to improve this situation for others.
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