Quite right, entrapment is illiegal. However.... that wasn't entrapment in the slightest. Entrapment is inducing a person to commit a crime he or she otherwise would not have committed. Was there a crime here? No.Vincent stated he did not inform the agent that he was recording the call. At this point, the situation becomes entrapment (which is illegal).
It shouldn't have mattered if he was being recorded. If I had to tell a person that is employed to sort out my problems that I'm recording a conversation in order for him to do his job, something aint right.If the agent had known he was recording the call, he would have closed the call immediately. That's business practices on any support line these days.
Quite right. However, quality assurance is just that, quality assurance. Those calls are internally recorded, never distributed, and used to ensure quality remains a constant in a call center environment.AOL would also be recording these calls. It's standard business practice.