The post the other day on customer service reminded me of a story from two years ago when a guy called in to AOL to cancel his account. Now, if you think you’ve had a poor customer service experience in the past, you have got to hear this guy. I understand the importance of retaining existing cusotmers, but when a company deliberately makes it impossible to leave, I think that crosses a line.
But what made this experience different is that the customer recorded the phone call. Vincent Ferrari then posted his experience on his website and it gained momentum from there, even landing him an interview on the Today Show.
So how bad was the call? Check out the interview below with some excerpts from his call:
My favorite quote: “When I say ‘cancel the account,’ I don’t mean ‘help me figure out a way to keep it’ – I mean ‘cancel the account.’”
