AOL Retention Manual Revealed

The Consumerist posts AOL's customer "service" manual for dealing with those who want to cancel their accounts. (You can hear the process in action with Vincent Ferrari, who recorded his conversation with AOL.) I cancelled my AOL account several months ago, and my experience wasn't too awful. Reading through the manual I can remember some comments the rep made, but they gave up pretty quickly on me. You can't blame the company for trying to keep its members, but you have to know when to quit, too, and recognize that you've lost the customer and so just get on with it.