Xevious
CAGiversary!
Spitzer: AOL to treat customers better
Internet services company to pay NY state $1.25 million, remove barriers to canceling service.
August 24, 2005: 11:02 AM EDT
NEW YORK (Reuters) - America Online, the world's largest Internet service provider, has agreed to reform the way it handles customers who want to cancel service, New York State Attorney General Eliot Spitzer said Wednesday.
Spitzer, announcing settlement of a lawsuit, said AOL is also required to provide refunds of up to four months of service to all New York consumers who claim harm based on improper cancellation requests. The company will also pay New York State $1.25 million in penalties and costs.
Spitzer's office, responding to about 300 New York customer complaints, conducted a probe into AOL's customer service policies and procedures. AOL, owned by media conglomerate Time Warner Inc. (Research), serves about 1.9 million customers in the region. (CNN/Money is also a unit of Time Warner.)
With the settlement, AOL agreed to alter the incentives it offers customer representatives who try to dissuade customers from canceling their subscriptions.
As part of the agreement, AOL will eliminate customer service quotas on how many customers a representative dissuades from canceling, and record all cancellation requests. Cancellation requests will need to be verified by a third party monitor by June 2006.
"AOL is pleased to have reached an agreement with the State of New York on customer care practices that we believe will increase quality assurance and assist with the verification of certain member intentions online," an AOL spokesman said.
_________________
Find this article at:
http://money.cnn.com/2005/08/24/technology/aol.reut/index.htm
Internet services company to pay NY state $1.25 million, remove barriers to canceling service.
August 24, 2005: 11:02 AM EDT
NEW YORK (Reuters) - America Online, the world's largest Internet service provider, has agreed to reform the way it handles customers who want to cancel service, New York State Attorney General Eliot Spitzer said Wednesday.
Spitzer, announcing settlement of a lawsuit, said AOL is also required to provide refunds of up to four months of service to all New York consumers who claim harm based on improper cancellation requests. The company will also pay New York State $1.25 million in penalties and costs.
Spitzer's office, responding to about 300 New York customer complaints, conducted a probe into AOL's customer service policies and procedures. AOL, owned by media conglomerate Time Warner Inc. (Research), serves about 1.9 million customers in the region. (CNN/Money is also a unit of Time Warner.)
With the settlement, AOL agreed to alter the incentives it offers customer representatives who try to dissuade customers from canceling their subscriptions.
As part of the agreement, AOL will eliminate customer service quotas on how many customers a representative dissuades from canceling, and record all cancellation requests. Cancellation requests will need to be verified by a third party monitor by June 2006.
"AOL is pleased to have reached an agreement with the State of New York on customer care practices that we believe will increase quality assurance and assist with the verification of certain member intentions online," an AOL spokesman said.
_________________
Find this article at:
http://money.cnn.com/2005/08/24/technology/aol.reut/index.htm
ing much. Our cable here in Dayton is $90 bucks the cheapest package they offer besides lifeline cable is $70 bucks. Time warner is the only cable company around in Dayton anymore. When I was little there was about 5 different companies and time warner ate them all up.