Some more Public Relations

Another example from my class:

When Vincent Ferrari (Awesome name), tried to cancel his AOL account, he has a pretty heated conversations with the company representative over the phone. Watch the video first, its a bit long but its interesting:

The representative over the phone was eventually fired and AOL apologized to Vincent and the public for the incident. BUT!!!!! Some time later, an ex-employee at AOL said that she quit because the company made them say everything that the representative said in the conversation. It seems that the employee was merely reading a script and Vincent was not letting him do his job. I'm sure AOL received some pretty bad press when the public found out about this. They were given another chance to improve their PR when no one questioned their company procedures, but decided not to take it, hoping that the matter would fade away. Terrible PR. (Does anyone use AOL anymore? I'm sure some still have to because they failed at cancelling their account)