AOL Promises to Make it Easier to Say Goodbye<< GSM, CDMA, or Subspace Frequencies? | Main | Top 5 Reasons to Launch Google Talk >> Joseph Laszlo | August 24, 2005, 03:24 PM Broadband Reports points out that NY Attorney General Eliot Spitzer, continuing his crusade to clean up corporate America, has gotten AOL to agree to loosen up its policies designed to make cancelling the service a royal pain. To wit, AOL's agreed to pay NY State $1.25m, give refunds to the New York subscribers who complained about past practices, record cancellation calls til next year sometime, and eliminate what Broadband Reports delightfully calls "dissuasion quotas" for cust svc reps. On the one hand, that's great. AOL's anti-cancellation strategies are pretty legendary; I think everyone knows someone who's tried to quit and had everything from free months of service to "you'll be sorry!" wielded against them. (See the comments on the BRD Reports article if for ample confirmation.) On the other hand, here's a company that managed to lose over 900,000 subs last quarter anyway; what happens to poor AOL if it can't do what it did to dissuade? |
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