Late last year in America Vincent Ferrari recorded the last five minutes of his attempt to cancel an AOL account. The AOL customer service representative first tried to tell Ferrari he was making a terrible mistake, and then scolded him vigorously when Ferrari repeatedly requested that he "cancel the account."
Ferrari posted the phone call to his blog, Insignificantthoughts.com, where it was picked up by myriad other blogs and Web sites. He since has appeared on CNN and the "Today" show to talk about the phenomenon of the phone call and the frustration of customer service. The power of the web hey!