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Beyond Branding is written by members of The Medinge Group

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January 20, 2006

Way too late debriefing of abused customer 

I find it quite extraordinary that it can take 30 minutes to close my account with aol for a mixture of 2 reasons

1 their own bastardisation of economics of my (and your if you ever leave aol) time- thinking its ok to leave you on call for 15 minutes before you get to a person instead of endless inane machines singing lullabilies or whatever can music of the night some IT nut happens to think is soothing

2 then asking me dozens of questions on why I am leaving - to each I said I want to close my account as fast as possible and have no interest in answering your questions; to which the call center's reply was: everyone has to go through this process, as if it was some natural democratic right

and then the final coup de gras of a brand without a head and without any customer soul : a pleading voice different from the main call centre guy saying in all gravity: is there anything at all we can do for you that will change your mind

to which I would answer: close down forthwith and never pollute customers again . You are governed only by big accountants and others used to debriefing people through their own misguided sense of power as they cost cut them out of productivity. You dont understand when you are asking people you have abused for a favour. You are behaving exactly as scholar of law Joen Bakan describes the worst type of species behaving at

that a media brand on the net can come to this disgusts the 22 year old vision of what the net could be doing now to help people everywhere be poroductive
if you are all entrepreneurial americans have left to do online, I will pray for them every day for the rest of my life
A message I sent to a potential contractor last week, at her AOL account, took 132 hours to bounce back. Among my contacts, there seem to be progressively fewer using America Online—now that there is a greater choice.  
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