When I gave my mother my old iMac I thought AOL was the perfect choice of an ISP for her. It is simple to use, and not too expensive. However, she decided she didn't like it, and signed up for Earthlink without telling me (which, in my opinion just informs me that my mother has better taste in ISP's than I gave her credit for).
However, being the good son that I am, I was paying for her AOL account and since she didn't tell me about her change of heart I was still sending AOL some of my precious money. Mom finally did tell me she wasn't using AOL and that I should go ahead and cancel it.
That was about 5 months ago, and I kept forgetting to do it. Tonight, I was checking out my bank account online, since I was paying my bills and all, and I noticed the AOL charge. Tonight was the night, I thought, I'll call the good people at AOL and cancel my membership. How hard could it be?
I think AOL keeps most of their members by befuddling them and silencing them with fear.
I called AOL member services and informed the gentleman that answered I would like to cancel my account. He said OK, and verified my information, which went without a hitch.
He then said, "I see you have been paying $23 a month for the last few months. I can lower the price to $17.99 for, guess what... unlimited access!"
Me: "No thanks, I would just like to cancel the account."
Him: "OK, Scott, let me ask you something. What would be your perfect price point for unlimited access?"
Me (sensing a trap but ignoring it): "Umm... 12 bucks?"
Him: "Have you heard of Netscape?"
Me (thinking 'Have you heard of segues?"): "Yes, yes I have."
Him: "Well, AOL owns Netscape and I can sign you up for Netscape for $10.99 a month for unlimited access and you will have all the benefits of AOL with the exception of 2 things: Keywords, and you can't have seven sign on names like you can with AOL."
Me: "No thanks, I would just like to cancel my account."
Him: "Can I ask you why you want to cancel your account, Scott?"
Me: "I already have an account with another ISP."
Him: "OK, Scott, let me tell you that you will get not spam filter with that ISP, and you will have to pay $50 to download a firewall. AOL has 7 firewalls that will not allow one spam onto your computer. All you have to do is search for the keyword, 'fire wall.'"
Me (thinking: Do I mention the fact that firewalls have nothing to do with spam, and I certainly hope AOL has more than 7 firewalls at their datacenters. Probably not. AND, I didn't even tell him what ISP I was using so how does he know what they do and don't offer?) "I would just like to cancel my account please."
Him: "Ok, Scott, what I am going to do, since you have been a loyal customer, I will cancel your account right now and refund you the amount for this month, and give you free service until Nov. 29th."
Me: "Well, that is nice, but at the end of November my account will be canceled, right?"
Him: "You can call here at the end of November and certainly cancel it. I am processing this as we are talking."
Me: "No, I don't want it. Please just cancel my account right now, and don't make me ask you again."
Him: "My supervisor has authorized me to extend your free membership and sign you up for an email reminder that your free period will end at the end of November."
Me: "Please, just cancel my account. I am not interested in an account with AOL of any kind."
Him: "OK, this will take a moment. While we wait can you tell me how your experience with AOL has been."
Me: "Fine, I suppose."
Him: "You can sign back up with AOL at any time with your current screen name. Your account name has been canceled. Thank you for calling America Online."
Me: "Thanks"
Dear GOD! He was just trying to confuse me, and it is lucky that I know what I am talking about. I can imagine someone's grandmother trying to jump through all those hoops. It ain't pretty.
Hey, AOL, have some respect for your customers. No matter what service you will may be rolling out you have lost a customer for life. I will never use AOL's paid services.
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