It was with much dread that I called AOL today to try to cancel. I say "try to" because I went through this once before and I know that their operators must work under threat of execution or at the very least serious pay cuts to do everything in their power to keep you as a customer. They are DESPERATE to keep you from cancelling. They will beg, wheedle and flatter you...everything but offer to lower their ridiculously high monthly rates for crappy, crappy dial-up. Obviously last time I came crawling back to them; not because I realized how much I love them, but because the cheaper ISP I was trying to switch to was pathetic and very difficult to use by contrast. But not this time. I'm not going back this time.
So I spoke to Matt. Matt had clearly spent some time in the tech support trenches, because he used the same sickening, obsequious patter. Ugh.
Matt: Thank you for calling America Online. How can I help you today?
Me: Yes, I need to cancel my account.
Matt: I'm very sorry to hear that, but I can certainly help you with that today (translation: Only over my cold, dead body will you cancel your account. But I will let you go on believing I will help you) Is there anything in particular about our service that you find unsatisfactory?
Me: (You mean besides getting kicked offline daily for no apparent reason and everything taking an hour to do?) No, I just got a cable modem recently.
Matt: Oh, aren't they great? I got DSL three months ago and I'll never go back to dial-up!! (suddenly remembering who he works for) But is there any way I can convince you to stay with us? (translation...on second thought, I think this is funny enough without any needed)
Me: No, I'm reeeeeeeally enjoying this faster connection I've got now.
He kept reiterating all the many benefits of AOL in slightly different ways until I lost patience and had to be rude. They will chew your ear all day with this stuff until you give in from sheer exhaustion. I said I appreciated that he was required to do everything he could to convince me but I had to get back to work so was in a hurry. Matt, being the wily one that he is, switched tactics and decided to focus on the fact that AOL offers McAfee virus protection - a subject I know just little enough about that he smelled blood in the water and moved in for the kill. He talked me into letting him waive my next month's fee to give me time to consider staying with their $10-a-month plan to take advantage of the protection. Oh, they are good. I agreed to this, but the instant I hung up I checked out what Comcast has to offer. They have McAfee protection for $30 a year...only $2.50 a month. Matt, Matt, you slimy weasel. Why aren't you selling used cars?
Now that I have a leisurely month, I'm going to beat Matt at his own game. I'm going to cancel by mail so there will be no embarrassing begging and pleading. I am going to write a lovely letter outlining all the problems I've had with AOL, most of them in the last month alone. I will say it in no uncertain terms and using small words so they can understand.
I said good day to you, sir!
P.S.: Sorry, more cable modem luv. Last night I downloaded the "Perfect Drug" video...the VIDEO, not the song...in about 10 minutes. Hence my smashing new icon.
So I spoke to Matt. Matt had clearly spent some time in the tech support trenches, because he used the same sickening, obsequious patter. Ugh.
Matt: Thank you for calling America Online. How can I help you today?
Me: Yes, I need to cancel my account.
Matt: I'm very sorry to hear that, but I can certainly help you with that today (translation: Only over my cold, dead body will you cancel your account. But I will let you go on believing I will help you) Is there anything in particular about our service that you find unsatisfactory?
Me: (You mean besides getting kicked offline daily for no apparent reason and everything taking an hour to do?) No, I just got a cable modem recently.
Matt: Oh, aren't they great? I got DSL three months ago and I'll never go back to dial-up!! (suddenly remembering who he works for) But is there any way I can convince you to stay with us? (translation...on second thought, I think this is funny enough without any needed)
Me: No, I'm reeeeeeeally enjoying this faster connection I've got now.
He kept reiterating all the many benefits of AOL in slightly different ways until I lost patience and had to be rude. They will chew your ear all day with this stuff until you give in from sheer exhaustion. I said I appreciated that he was required to do everything he could to convince me but I had to get back to work so was in a hurry. Matt, being the wily one that he is, switched tactics and decided to focus on the fact that AOL offers McAfee virus protection - a subject I know just little enough about that he smelled blood in the water and moved in for the kill. He talked me into letting him waive my next month's fee to give me time to consider staying with their $10-a-month plan to take advantage of the protection. Oh, they are good. I agreed to this, but the instant I hung up I checked out what Comcast has to offer. They have McAfee protection for $30 a year...only $2.50 a month. Matt, Matt, you slimy weasel. Why aren't you selling used cars?
Now that I have a leisurely month, I'm going to beat Matt at his own game. I'm going to cancel by mail so there will be no embarrassing begging and pleading. I am going to write a lovely letter outlining all the problems I've had with AOL, most of them in the last month alone. I will say it in no uncertain terms and using small words so they can understand.
I said good day to you, sir!
P.S.: Sorry, more cable modem luv. Last night I downloaded the "Perfect Drug" video...the VIDEO, not the song...in about 10 minutes. Hence my smashing new icon.