Brilliant Ways to Breed Customer Disloyalty
I've had my Sirius receiver for about a month now, and frankly it's something I can live without. Even if it was free, there is no way that I would use the thing with all of my MP3s fitting nicely onto 10 CD's. So with that in mind, I decided to call Sirius to cancel the service. Here's how it went:
Call Toll Free #
Maze of choices
Figure out "change the status of your account" means discontinue service
Wait ten minutes
Repeat the information I typed in
Go through security drill
Tell them what I want to do
Promptly told that another group handles these requests and they will call me back "in a day or two".
Told there is no way to note my account that I called in today to cancel my service.
No idea if they will cancel my service back to this date.
I understand wanting to keep subscriber's money coming in, but in my case where I'm a new customer who was not overly impressed with the service; any chance for me coming back is slipping away quickly...
Comments
Come on, man, did you forget call center procedures? :-)
Call in, ask for a supervisor. Explain to supervisor that you want to speak to someone *today* who can cancel your service *today*. If you cannot, you will simply call the bank and dispute all future charges as fraud, and file police reports to that effect. "Now do you want to help me or not?" :-)
Posted by: Derek | July 11, 2005 7:07 PM
After today, I didn't want to fight. Besides, there's always ways of proving that I called into the call center. :-) It would really have to suck for them to pull their CTI logs and find the number I was calling from.
Posted by: Brian | July 11, 2005 11:23 PM