We all remember the famous line from the Eagles’ big hit: "you can check out any time you like, but you can never leave." Apparently, that should be the slogan for AOL:
When Vincent Ferrari, 30, of the Bronx, called AOL to cancel his membership last month, it took him a total of 21 minutes, including the time spent on an automated sequence at the beginning and some initial waiting in a queue. He recorded the five minutes of interaction with the AOL customer service representative and, a week later, posted the audio file on his blog, Insignificant Thoughts . Shortly thereafter, those five minutes became the online equivalent of a top-of-the-charts single. [N.Y. Times story]
In the Seventies the hit singles were all produced in recording studios, but not quickly and not inexpensively; today you see some being made on the fly by bloggers frustrated by corporate cluelessness. Note to corporations: you’re not the only one who might be recording calls for "quality assurance purposes."
Interestingly, the N.Y.Times article quoted above provides a link to the blogger’s post. Maybe, just maybe, the times they are a changin’.
P.S. having the N.Y. Times link to the post has apparently caused the poor Vincent’s server to meltdown so you might not be able to hear the audio file if you click on that link. Never fear, the Internet will eventually find a way to route around this problem. Now, let’s see how long it takes AOL to solve their problem, which is a huge public relations issue. How huge? Well, Vincent Ferrari appeared on NBC’s Today show and was interviewed by Matt Lauer. Yikes!