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2006-06-24

AOL Makes CNN - Changing Over is Hard To Do

AOL Makes CNN - Changing Over is Hard To Do

Users of AOL who want to cancel their ISP subscription have found customer support sadly lacking. In fact, the hard sell approach that you keep your AOL ISP connection seems to be their primary cancellation policy.

This video link will give you a heads up on the difficulties a customer experienced when he tried to cancel his subscription. Imagine the millions who watched this CNN expose.

Imagine the millions who sympathize with this person as they have experienced similar lacking customer support with their business opportunities, not just AOL

What part of "I want to cancel my subscription don't you understand?"

If your customer support has led a business associate to ask for that cancellation, be sure to give it to them promptly. Asking them why they wish to cancel in order that you might give better service to your membership is one thing, but pushing all your great reasons for them to stay with you is too late if you have not been up front, consistent and supportive before this request.

In the case of AOL, their customer service rep was probably doing exactly as he was trained to do. Ten to one, he is up for incentive bonus if he keeps you as a customer.

However, the basic lesson is clear. Push does not work. You need to supply consistent positive customer support from the very first day a prospect signs up with you.

Business Policies and Software issues.

In many cases, once you ask to cancel your account, you will not be permitted to renew it at a later date. This action can be final with no recourse to undo it. Always read the TOS.

If you are using software that allows your ISP connection, which may be the case for AOL users, be sure to have a back up one ready to roll when you request your current cancellation. No one needs to be caught with down time on the net because they did not properly prepare for this change over. The TOS probably demands a hardware/software return upon service cancellation.

Change of heart Apologies - too little too late

Complaints can be a three-headed coin. Why you choose one ISP over another, is your action. If you fail to do due diligence on their TOS, check around and see how other users find their customer service then look in the mirror when you are ready to play the blame game.

On the other hand, if you feel your actions to sign up with any ISP or business opportunity were well-founded and they fail to give you the necessary customer support for your enjoyment of use, then cancel your subscription with a clear mind.

If you receive the run-around with pressures like AOL are being charged with providing, then register a complaint with the proper authorities. The apology that AOL has issued in the case of the public exposed action with this one customer is too little and too late.

Fran Klasinski
www.Kwalitytraffic4newbies.com
Shouldn't your dollar out provide opportunity to bring a dollar in?

TAGS: change | change over | customer support | AOL | |business opportunity | subscription cancellation policy |

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