guy records himself trying to cancel AOL

[PeterFigTree]

Wow ... I would have started swearing lol.

[tirebiter]

Leaked AOL memos;

Member Services,

Recently, some AOL Member Service calls were posted on the Internet that do not reflect our serious commitment to Member Advocacy. On any interaction, you should assume that it could be posted on the web.

You have tough goals, and no doubt it can be difficult to deal with a member calling very frustrated with some aspect of their service. But we must remember the importance of creating a good member experience by being straightforward, helpful, respectful, friendly, and positive during every interaction. Imagine yourself on the other end of the phone, how would you want to be treated? Being an advocate, on behalf of members, strengthens the very foundation of what AOL stands for. AOL is our members.

In every member contact, I need you to step into your Trusted Advisor role and respond to our members in a manner that shows we are on their side. I need you to really hear what our members are saying, actively listen to them as you work to meet their needs, establishing a sense of trust and mutual respect.

I am proud to be a part of this tremendous team and know it's your personal mission to watch over our members. Please continue to focus on building a strong business - a business with member advocacy at its core.

Sincerely,

Scott Falconer
EVP, Member Services

As follow-up to the message I wrote you on Monday, June 19, I cannot stress enough the importance of maintaining our unwavering standards of ethical and effective service during every member interaction.

The aftermath of the unfortunate, disappointing and unacceptable behavior of one of our former colleagues ha been severe. Following the posting of the recorded call on the Internet, various television and print media have featured the story, including a lengthy interview this morning with the former AOL member on NBC's Today show and on CNBC, casting a very negative impression of AOL and the great work all of us in Member Services do on behalf of our members every day.

While fulfilling our Member Advocacy Commitment (the "F" in FOCUS) is Member Services' number one goal for 2006, there is no time like the present to reiterate the commitment each of us has pledged to uphold on behalf of our valued members:

As the voice of AOL, I promise to conduct myself with integrity at all times, provide excellent service, and ensure a world-class member experience on every call or interaction.

The foundation of AOL is our members. The foundation of our relationship with our members is Member Advocacy. By being uncompromising in our adherence to our standards of behavior, we will maintain a relationship of trust with our members - trust that we are on their side and will provide them with a high quality customer experience. As you can see, withholding our highest level of service from even one member is all it takes to damage the trust and credibility you have worked so hard to earn.

With all of the safeguards we have in place:
*recording and monitoring of member interactions
*our Keep it Real policy, which details our standards of professionalism and ethical behavior
* and Third Party Verification, an industry-first initiative to guarantee quality in every single retention call Any attempt to circumvent our member promise is a violation of our practices, and we maintain a zero tolerance policy for non-compliance.

Please use this unfortunate customer interaction as a reminder that we must maintain our standards of conduct at all times, maintain the goodwill of AOL, and most of all, that we must keep our promise to Fulfill our Member Advocacy Commitment!

Regards,

Scott Falconer
EVP, Member Services

Dear Member Services Colleagues,

We have had a tough week here at Member Services. Although I am sitting far away from you here in Dulles, I am listening to your member interactions and I sincerely admire your response following the recent recorded call posted on the Internet. You are responding to member after member with even more consideration, respect and patience than before.

I hear many of you experiencing more challenges that you usually face with promises of recorded phone calls and the such. Amid all of this, you continue to demonstrate that respect and consideration are the rule, not the exception - all the while continuing to be the bedrock of our business.

As you continue upholding our commitment to Member Advocacy, I want you to know if you feel overwhelmed, please reach out to your leadership team for help. We're here for you as you are tirelessly here for our Members.

Before we head into the weekend, I want to take a moment to sincerely thank you. I want each of you to know, your commitment and faithfulness to our Members has not gone unnoticed.

Sincerely,

Scott Falconer
EVP Member Services

[Bia]

When I cancelled....I stopped paying the bill...took it 3 months to take effect however I was never hassled and they didnt turn it over to a collection agency or keep attempting to get $ since I stopped using it right before I decided to no longer pay the bill.
Stop the cash flow...they'll cancell you.
What's so freaking hard about that?

[DigitalGimpling]

Eh. That's ANYONE trying to cancel AOL. I signed up for a "risk-free" trial, because my mom used to have it, and discovered that it really sucks. It was nothing I needed.
I cancelled two days later, and they still billed me for the month, and made me have a few overdraft fees.... because it was December, and with the holidays I was short cash for a few weeks.

I had to scream long and hard to get my money back... as well as the overdrafts that their errogenous billing cost me. Between AOL and my bank trying to keep me happy, I got all of my money back.