Here is more proof that AOL sucks.

AOL was de facto forcing its employees to “suck” customers back into renewing their contracts with AOL despite their objections.  If an employee didn’t “retain” enough customers, that employee could be refused bonuses.  For the record, AOL sucks.,0,1362551.story?coll=ny-business-print

Online service will pay $1.25M and end incentive plan in which staffers often ignored users’ cancellations


America Online has agreed to end an employee bonus plan that made it difficult for customers to cancel service and will pay New York State $1.25 million in penalties, state Attorney General Eliot Spitzer announced yesterday.

AOL also will refund up to four months of fees to customers who sought unsuccessfully to cancel Internet service.

The settlement follows an investigation that grew out of complaints to Spitzer’s office from about 300 customers.

Many of them complained that AOL customer service employees had ignored their demands to cancel service and stop billing them, Spitzer said.

To earn bonuses that could amount to tens of thousands of dollars, employees were required to “save,” or retain, a certain percentage of subscribers who called to cancel service.

By August 2004, that minimum requirement had grown to 49 percent.

Employees who did not meet the targets might be given “additional training” or be deemed ineligible for promotions, Spitzer said. As a result, some employees did not honor cancellation requests or handled them improperly, Spitzer said.

Posted by SPN on 08/25 at 09:08 AM in Blogging

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