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I saw a similar chat log somewhere else. Many people thought it was a robot. At the very least it looks like they cut and paste a standard response. Is it really worth the 1% retention rate to piss people off? I bet you'd get better return business being nice, having an easy to reach cancel number/web page.
So I guess I'm the only one who has a problem with Laura immediately throwing 'harassment' out there once the CSR gives their first schpiel? Laura could have simply said no, please cancel my account immediately. I can understand being frustrated with not finding the cancellation number quickly, but it seems she went a little overboard...
clr writes:
\"The online chat does not work with a Mac. That's right.
First they tell you you can only cancel by phone.
You call the phone number and it tells you to go into the online chat.
Then, you find out the online chat doesn't work with a mac. I sent
email - along the same lines of the chat that happened to the story on
the site (the yelling part, not the offer of two free months - i would
have taken that).
it's a colossal scam and one they should be busted for.\"
My first impression of the image to the left of the story was that someone was squeezing the holy christ out of a small rodent, causing it to bleed profusely. Guess not. Oh well.
Here's another example of the porn industry doing it right. Cancelling a subscription on a porn site is easy. Usually all you need is your account number and email address, answer a few questions like, \"why are you cancelling\" and such, followed by one last attempt to keep you on, and then a button to cancel for good. It's not buried, nor is it annoying. And yes, I speak from experience. I have no shame.
Am I the only one who thinks that the stone looks like a hamster?
Am I the only one who thinks that the 'stone' in this picture looks like a hamster? (sorry if this gets double posted . . . wacky computer issues.)
This is so similar to the AOL cancellation dialog I read and listened to yesteday that I suspect that it is the standard for disreputable businesses to now make it very difficult to cancel. The customer service agent is reading a script and they seem to be unable or unwilling to cancel until they have finished the script. It's a shame we don't have better protections against this type of sleaze but until the Republican majority is unseated we will be stuck with this crap.
While I completely understand any company's desire to retain customers, I think a far more effective tactic would be to honor the customer's request to cancel immediately and then extend the offer of a discount or waived activation fee should they decide to sign up again at a later date. Such an offer would make me feel like our business relationship ended on a good note, and I'd be much more inclined to do business with that company should my new situation not end up working out
OK. I'd really like to know how those customer support chats work on the other end. Do they have canned responses they can click on? Seems like it.