Originally posted by: Gaffer Tape
In that capacity, it pisses me off that AOL fired the guy. He was just doing the job. And the company, to save face, uses the guy who gets caught as the scapegoat and disavows any knowledge of his existence. Geez, this is AOL, not the Her Majesty's Secret Service!

while it is company policy (AOL is well known for not letting (giving people a hard time) people cancel their account) if that is an accurate transcript he took it way to far. Company policy or not, there's gotta be some point where you're just like, 'ok, sorry you're not happy with our service. we regret that we can't make it better for you, thank you. we will cancel your account' or something along those lines. and the reps need to use their head more in those situations.

rep - 'why do you want to cancel'
customer - 'i just do'
r - 'can we do any thing to make it better'
c - 'cancel my account'
r - 'no, i want to help you. you'll regret this later'
thought on response - wtf? who the hell are you, its freaking internet service

imho the rep should have let it go and not been so pushy, he made it seem like the guy was making a decision that would ruin his life
telling him its in his best interest to keep the account, id seriously ask him if he was threatining me at that point and tell him im calling the cops.
telling the customer that canceling the account wouldnt be helping him
asking to speak to his father??? (who the fuck does this rep think he is)

only thing i can say in his defense is that the customer should have demanded to speak to a manager like 2 minutes into the convo, though since the rep should never have been that pushy it doesnt really help his situation.

-Darth Simon