Jul 17 2006

Here we go…

6 Responses to “Here we go…”

1. Bridget Says:
   July 17th, 2006 at 4:51 pm

   I’m so glad they recorded it and posted it. Unfortunately I missed the broadcast due to out-of-town guests coming in and then extreme pain that landed me in the hospital the next morning. But I didn’t fret because I know someone would post the clip for those of us who couldn’t see it! As always, Vinnie, you did great.

   (I was kinda hoping to see Patches run past you on the sofa or curl up on your desk!! hehehe)

2. Steve Says:
   July 17th, 2006 at 6:43 pm

   I had much the same problem when I tried to cancel a *free* AOL account way back in ‘85. I used their “service” for approximately four hours before deciding I wasn’t interested (realize, this was back in the 2400b modem days, I simply didn’t have that much time to wait for the screen writes).

   I sent them email notifying them that I wanted to cancel the *free* account, I sent them snail mail to inform them that I wanted to cancel the *free* account, I called and talked to a representative and told him that I wanted to cancel the *free* account; all to no avail.

   I received a bill before the initial thirty days had run out, I wrote “Cancelled” on the bill and returned it. I called and talked to a representative and cancelled the account.

   I started receiving letters from their billing office with past due amounts spiraling higher and higher.

   I kept returning their bills with “Cancelled on such and such a date” (I forget what it was, it has been eleven years) as well as repeated calls to representatives.

   I was threatened with negative reports to the credit bureau. I received letters from their attorneys, I even called them back and complained.

   It STILL didn’t stop.

   It took six months and quite a number of long distance calls (on MY dime, mind) before I finally got them to leave me the hell alone.

   The end result is that I wouldn’t use AOL if they OWNED the entire damned Internet, I’d buy pigeons.

3. Chet Says:
   July 17th, 2006 at 8:07 pm

   Priceless. Capitalism at its best.

4. Bill Says:
   July 17th, 2006 at 10:19 pm

   I appreciated much of the report, but I sure wish they had they not had failed to question the firing of John of AOL, or the firing of the sleeping Comcast guy. Both are outrageous acts of scapegoating. John did as he was trained and “incented” to do. And if any human being, including the person who hired that poor Comcast technician, were put on hold — by your own company, no less — for an hour, that person might fall asleep, too. That is no way to treat your own employee. The corporations’ responses to these things is so disappointing. A tragic missed opportunity. It tells me that they are not learning. Ditto re “2 pitches instead of 3.” AOL and Comcast are not getting it. Read Deming.

5. Walt B. Says:
   July 17th, 2006 at 10:23 pm

   Vinnie, you came across well. As for the AOL guy, he supposedly flagrantly violated AOL policy. The Comcast guy, well, that was unfortunate but he did fall asleep on the job on a customer call. Not much future for anybody who does that…

   …and so it goes.

6. Chuck Says:
   July 17th, 2006 at 11:09 pm

   Good for you!

   I had similar troubles with AOl a few years back. When I hung up with customer service, I though my account was canceled until I found another charge on my bank statement. It turns out that they gave me one month “free” after cancellation to change my mind. The trouble is, you need to call back again to cancel after the free period expires- if you don’t, they continue to bill.

   http://networkisms.blogspot.com/

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