New York Attorney General Eliot Spitzer must have been one pissed off AOL customer who couldn’t cancel is subscription to the online service. He’s fined the company $1.25 million for an incentive plan that paid bonuses to AOL customer service reps that “saved” a potential lost subscriber. It’s probably the only thing the reps did well, making it harder to get out from under AOL than a gym membership. According to the AG’s office, one customer service (and we use the term lightly) person racked up 975 saves for an extra $3,115. Maybe AOL should use the spam loot to pay its new legal bill.
Michael is a senior editor with Network World focused on deciphering the strategies of many core high-tech vendors such as Cisco, Arista, Juniper, HPE and IBM. Michael has been writing about the industry for more than 33 years and has won coverage awards from ASBPE and FOLIO. He has a BA in Journalism and Technical Writing Certificate from The Pennsylvania State University.
