Comments on: AOL Refuses To Cancel Dead Woman’s Account http://work-at-home.business-opportunities.biz/2006/06/21/aol-refuses-to-cancel-dead-womans-account/ News, and links for WAH entrepreneurs Thu, 26 Nov 2009 19:31:07 -0800 http://wordpress.org/?v=abc hourly 1 By: Lalita http://work-at-home.business-opportunities.biz/2006/06/21/aol-refuses-to-cancel-dead-womans-account/comment-page-1/#comment-290589 Lalita Fri, 18 Apr 2008 22:49:32 +0000 http://work-at-home.business-opportunities.biz/2006/06/21/aol-refuses-to-cancel-dead-womans-account/#comment-290589 Oh, Lord! What an ugly flashback. Three years ago, when my AOL -savvy mother died, it fell to me to help Dad figure out her online account. I wrote. Each letter began with the painful reality "My mother's passed away..." I sent one of those ugly green pieces of paper--the one that says "Cause of Death" and still, they kept billing her month after sad month. I wrote again. Still, more bills. So, I called. After carefully explaining where we were in this matter and being stymied by a useless rep, I asked to speak with the rep's supervisor. Her helpful comment to me when I asked to escalate the matter? "You can talk directly with the President of AOL himself and you won't get your money back." My comment to her: "That's exactly what I'll do, then." So I sent a letter, blind, to the president of AOL. I got no communication whatsoever, but the bills stopped and a check showed up for several months of billings. Customer service reps are selected for their lack of both creativity and empathy (come to my blog, totalteam.blogspot.com and I'll find a link to substantiate that assertion). Certainly AOL, in its customers service hiring practices, has hit the motherload of uncreative, dispassionate reps. That, surely, is a reflection of their business model. And now, after having their users pay for it, they are. Oh, Lord! What an ugly flashback. Three years ago, when my AOL -savvy mother died, it fell to me to help Dad figure out her online account. I wrote. Each letter began with the painful reality “My mother’s passed away…” I sent one of those ugly green pieces of paper–the one that says “Cause of Death” and still, they kept billing her month after sad month. I wrote again. Still, more bills.

So, I called.

After carefully explaining where we were in this matter and being stymied by a useless rep, I asked to speak with the rep’s supervisor. Her helpful comment to me when I asked to escalate the matter? “You can talk directly with the President of AOL himself and you won’t get your money back.”

My comment to her: “That’s exactly what I’ll do, then.”

So I sent a letter, blind, to the president of AOL. I got no communication whatsoever, but the bills stopped and a check showed up for several months of billings.

Customer service reps are selected for their lack of both creativity and empathy (come to my blog, totalteam.blogspot.com and I’ll find a link to substantiate that assertion). Certainly AOL, in its customers service hiring practices, has hit the motherload of uncreative, dispassionate reps.

That, surely, is a reflection of their business model. And now, after having their users pay for it, they are.

]]> By: wom http://work-at-home.business-opportunities.biz/2006/06/21/aol-refuses-to-cancel-dead-womans-account/comment-page-1/#comment-11319 wom Thu, 22 Jun 2006 13:08:02 +0000 http://work-at-home.business-opportunities.biz/2006/06/21/aol-refuses-to-cancel-dead-womans-account/#comment-11319 I've never used AOL so I can't relate, but I thought this was the funniest thing. I first thought it wasn't real. Like some guy put it together for fun. I learned otherwise after his story gained media attention. I’ve never used AOL so I can’t relate, but I thought this was the funniest thing.

I first thought it wasn’t real. Like some guy put it together for fun. I learned otherwise after his story gained media attention.

]]> By: Melinda Gesin http://work-at-home.business-opportunities.biz/2006/06/21/aol-refuses-to-cancel-dead-womans-account/comment-page-1/#comment-11231 Melinda Gesin Wed, 21 Jun 2006 21:27:48 +0000 http://work-at-home.business-opportunities.biz/2006/06/21/aol-refuses-to-cancel-dead-womans-account/#comment-11231 I do not know much about this particular incident except when I read it I laughed histerically because I hate AOL and it did not surprise me to read this. I felt like a prisoner when I had AOL, if this poor women was alive to defend herself I could only imagine how she would feel. I do not know much about this particular incident except when I read it I laughed histerically because I hate AOL and it did not surprise me to read this. I felt like a prisoner when I had AOL, if this poor women was alive to defend herself I could only imagine how she would feel.

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