AOL Dinged For Making It Hard To Quit
from the customer-dis-service dept
In the mid-nineties, AOL used to love putting out press releases for every new million customers they signed up. They were much quieter when they started losing customers just as rapidly a few years back. While they’ve tried things like TV commercials designed to convince current subscribers to stay, they also went one step further: telling their customer service people that they need to talk canceling customers out of canceling on a regular basis if they wanted any kind of bonus. The program offered bonuses for every “save” that a customer service rep had — and that kind of incentive meant that the customer service folks would make it quite difficult to cancel. Now, obviously, there’s a fine line between offering incentives for retention and making it difficult to cancel — but, if someone just wants to cancel, they should be able to cancel. Apparently, Eliot Spitzer thinks AOL crossed that line, and now AOL is paying a $1.25 million fine and killing the incentive program. So, if you weren’t able to quite AOL last time you tried, try again now.