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Old 07-22-2006, 12:27 PM   #1
ktinkel
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Default AOL, surprising no one

When we were on CIS, I remember reading many complaints about how difficult it was to cancel the paid membership. Some of them sounded exaggerated, but an item in Consumerist.com recently makes me think people were describing the experience literally.

According to an article in the New York Times business section today, the Consumerist recently received (from an anonymous source) a copy of what appears to be the AOL manual for customer service reps that makes it clear that these guys are supposed to do everything possible to retain the subscriber.

There was another interesting item from June (wonder how I missed that one) — a subscriber taped his conversation with an AOL service rep. Part of this recording is available at YouTube.com.

Of course, maybe all these reports are part of an elaborate AOL propaganda compaign to discourage anyone from attempting to cancel their membership!

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