For the Love of all things Caramel Coated - Cancel me!! - Long Sorry!!

[TwistedAlice]

Now, I'm not sure that I was being sucky myself with this... but anyway...

Well over a year ago now, I decided to get myself some mobile broadband. I use to take my laptop into work, and rather than trying to go through the whole ball ache of a process to get it on the work internet, I thought screw this, I’m getting my own contract. That way I could take my laptop outside at lunch time and shop and stuff.

So I go into the store and sign up. All is fine, set up the direct debit and la de dah. Then for the past few months I’ve not been bringing my laptop in, and the mobile broadband is costing me £15 a month, for nothing.

I go back to the shop to cancel it. They tell me they have to do it on the phone. So I phone them when I get back to the office.

The store gave me the wrong number then I was passed between a few people before coming to cancellations.

Go through the security and stuff, the dude was pretty nice, quite chatty asking me about xmas plans etc.

Anyway…

SC: Sucky cancelation man
Me: !

SC: *goes through verification*
Me: TwistedAlice, DOB, address etc
SC: Thank you Alice! How can I help you today??
Me: *thinking, , I asked for the cancellation people…?* Yeah, I’d like to cancel my contract please
SC: That’s too bad, I see you have been a customer for 2 years almost, you qualify for xyz discount! Shall I put this on your account so you can save money?
Me: Uh, no, I’d like to cancel please?
SC: But this is going to cut your bill in HALF!!!
Me: I don’t use my broadband anymore though…
SC: *cuts in* I can see from your account that you last used it 2 and a half months ago!
Me: Yeah, it’s a waste of money if I’m not using it *laughs* can you cancel it for me please?
SC: How about I give you a free iPod!!??
Me: Why do I want an iPod? *was totally thrown off*
SC: I can renew your contract on the lower rate as you have been a great customer over the past 2 years and you can have a free iPod!!
Me: Uhm, no that’s fine, I have an iPod, please cancel my account. *starting to get a little irritated*
SC: Do you have a laptop?!
Me: I’m sorry, what’s that got to do with the price of fish? *in a surprised tone*
SC: Would you like a SONY VAIO?!?!?
Me: Uh…
SC: I can give you the vaio and discount your account and send you a new modem that slots into the card slot on the side…
Me: uh…
SC: And you can then have broadband wherever you go with the laptop and if you like I can credit your account so that you get the first 3 months of the new contract for free!!!
Me: *… not amused* What’s the value of the vaio?
SC: Oh it’s a really good one, retails at about £350!!
Me: *sigh* Look, I have a vaio, its worth about 4 of what you are trying to give me…
SC: Can’t you give it to someone for Christmas?
Me: No.
SC: How about the laptop AND the iPod?!
Me: NO!
SC: How about…
Me: Dude, look, I know you’re only trying to do your job and all that, but I just want to cancel my damn contract. I don’t want a laptop. My laptop can wipe the floor with the ones you are trying to give me. I don’t want an iPod. I don’t want to give any of them to someone as a Christmas present. That’s cheap. I want to CANCEL my CONTRACT because I DON’T USE IT *not shouted just stressed* Please. Can you just cancel my contract without offering me more offers? I really don’t want or need it.
SC: But if you take up a new contract at a later date you will register as a new customer!?!!?!?!??!!? *sounding rather desperate*
Me: That’s my problem. Please shut down my account.
SC: Very well *big sigh - sounds really sad!* Your account is closed as of 30 days your final bill in on blah and it will be £x plus any additional downloads you go over your 3gb tariff.
Me: *very happy* Thank you so much for your help! Bye!

*slams phone down*

MY LIFE! I know that the dude was just trying to do his job and all that, but SERIOUSLY! I was quite nice and polite, asked to talk to someone who I could cancel with and said quite a few times, no I don’t want anything cancel me.

Was I sucky? I know I slightly ranted at him, but I didn’t raise my voice or swear. Although I did when they phoned me back later on…

TS: Telephone salesman from the same company I just called to cancel!
Me: really freaking

TS: Hello this is Annoying man from company! Can I interest you in a phone…?
Me: uh no, I just cancelled one.
TS: ok BYE!

5 mins later – CW’s phone rings

TS: Hello this is Annoying man from company! Can I interest you in a phone…?
Me: You just called this office and asked the same question…
TS: ok… Did you want a new phone?
Me: ?! No thank you…
TS: BYE!!
Me:

5 mins later – the other CW’s phone rings

TS: Hello this is Annoying man from company! Can I interest you in a phone…?
Me: This is the 3rd time you have called me on this number…
TS: ok… Did you want a new phone?
Me: NO!
TS: BYE!!
Me: *irritated*

5 mins later – my phone rings again (he’s asked for me by name every time…)

TS: Hello this is Annoying man from company! Can I interest you in a phone…?
Me: Dude, take your phone and shove it. If I want a phone I will call you. Now stop harassing me and fuck off! *slam*

Boss: *claps* That’s the best response to a mobile phone person EVER!

Yes, I shouldn’t have swore, but COME ON!

They didn’t call back though

[Caffienated_Caramel]

I don't think you were at all. The salesman was being pushy and afterwards harassing you to come back. You did well on putting your foot down.

[Magpie]

Heck, you were extremely polite to the guy who wouldn't cancel your contract. And if you never complain that they're being unreasonable, management will think that no-one minds them being jerks. (As it is, they'll probably still make the staff be sucky, but that's a different matter).

[rageaholic]

I think you were a little TOO nice to the first guy. I cannot stand pushy people, period! If you wanna cancel something, it shouldn't be that much of a hassle. One or two last attempt offers are understandable, but you need to know when to STFU!!!

I have no patience for that kind of bull shit. And good for you cursing the phone guy out, he totally deserved it. What they pulled was harassment!

[fireheart]

that last response was hilarious

My rule with things involving contracts, signing up etc. is that I'll ask, but I don't push. Never.

[RayvenQ]

I hope if you ever need to cancel something again you get the kind of people I got when I had to possibly move (infact i did albeit for only a short while) Nice, understanding and cancelled it right away and when i reconnected they were nice enough to split what was supposed to be my reconnection fee over the next few bills that I had.

[JustaCashier]

You weren't sucky in the least.

I guess we'll never know if Sucky Cancellation Man was pushy by nature, or compelled to be by his management, by him perhaps being on a commission, or by threat of write-up for not adequately upselling, or in your case, by not offering you everything but the moon, to keep you from cancelling.

But, let's assume it's the latter scenario. And that is why I think the corporate suits, and marketing suits, deserver a salmon to the head. They are, in essence, helping to create sucky customers.

Not that I'd ever excuse an SC for being an a-hole to an employee that is just doing their job, but can kind of see why customers get angry in such situations, and even get a bit testy when just given one offer to keep them, and if they decline, the issue isn't pushed any further. I think customers often get defensive, because they've had past experiences where an employee wouldn't take "No" for an answer.

Mike

[MergedLoki]

yep calls suck.

I just got a call from my bank (they call roughly every 2 months or so) about some kind of protection insurance where.. if i'm injured in some way and cannot work. for a monthly fee they'll cover X % of my bills/daily costs etc.

I've told the bank about 100000 times i have zero interest in this insurance. I don't need it, don't want it, and have told them the LAST time they called.

and every time 'well why dont you want it?' 'because i dont' 'well if it's money we have very budget effective plans' 'no. not interested'
till i HAVE to be rude, interupt the guy and finally say 'no. im not interested, stop calling, bye, *hangup*'

[Barracuda]

Companies really need to stop.....being....PUSHY! YES, aggressive tactics worked about 50 years ago, because they were newer then and people weren't as used to marketing as they are today, but that was THEN. NOW, people don't appreciate having products rammed down their throat, and they really don't appreciate being given all kinds of crap when they call to cancel a service.

Here's an example of a cancellation attempt that went REALLY wrong, and got AOL sued and fined big time by the FTC. http://www.youtube.com/watch?v=R8-p_fPH4UQ

[Geek King]

yep calls suck.

I just got a call from my bank (they call roughly every 2 months or so) about some kind of protection insurance where.. if i'm injured in some way and cannot work. for a monthly fee they'll cover X % of my bills/daily costs etc.

I've told the bank about 100000 times i have zero interest in this insurance. I don't need it, don't want it, and have told them the LAST time they called.

This one's easy. Tell them you already have an AD&D* insurance rider through work as one of your benefits. They should give up at that point.

* Accidental Death and Dismemberment: Takes care of you in case of crippling injury that doesn't kill you. Not a bad idea to actually have this through a legitimate source, especially if your job involves large machinery or lots of lifting/physical labor.

[Broomjockey]

I just got a call from my bank (they call roughly every 2 months or so) about some kind of protection insurance where.. if i'm injured in some way and cannot work. for a monthly fee they'll cover X % of my bills/daily costs etc.

Ha. I just had to activate my new card Visa because my old one expired, and they took the opportunity to jack me around by transferring me to a live agent pretty much just to offer me that, only mostly just on my Visa balance. Cost was $0.89/$100 balance. Only, instead of offering, she was just going to sign me up and send me the info package, 'cause "it's free for 30 days and if you don't want it you can just call and cancel after you get the info." Uh, no, fuck you. You don't automatically sign me up for shit. (This isn't what I actually said. What I said was "I'm already aware of this, I was already offered it once already. Don't send me the info, and do not sign me up. I will consider it, and if I want it, sign up on my own time.") Nothing makes me dig in my heels more than being told "oh, we're signing you up for this, because it's free to start. You can just cancel later." It might actually be something I do want, but I won't take it if you try and force it on me. I resent those kinds of sales tactics.

[rageaholic]

Companies really need to stop.....being....PUSHY! YES, aggressive tactics worked about 50 years ago, because they were newer then and people weren't as used to marketing as they are today, but that was THEN. NOW, people don't appreciate having products rammed down their throat, and they really don't appreciate being given all kinds of crap when they call to cancel a service.

Here's an example of a cancellation attempt that went REALLY wrong, and got AOL sued and fined big time by the FTC. http://www.youtube.com/watch?v=R8-p_fPH4UQ

I have to say, he handled it really well. I love how the guy goes "I was only trying to help you", yeah right. There was even an interview with him on the news. The caller also made a funny remix with Christian Bale trying to cancle his account (using sound clips from his freakout).

God I despise pushiness. And broomjockey, isn't signing you up for something against your will kind of illegal? That is completely unacceptable. This is the kind of stuff that would make me, a mild manned customer, a raging lunatic in a couple of minutes. I have no tolerance for that bull shit.

GRR!!!

[Ironclad Alibi]

Only, instead of offering, she was just going to sign me up and send me the info package, 'cause "it's free for 30 days and if you don't want it you can just call and cancel after you get the info."

The lastest trick along these lines is being pulled by Amazon.com. With a couple of recent purchases, I get an email about my recent "Purchase Reward Offer." In the past this has been a year's magazine subscription for a dollar or two, which I never took. But they have added a new twist. Below is a quote from the email:

Thanks to the recent purchase(s) you made in the Electronics Store at Amazon.com, you are eligible to receive a 1-year subscription to Wired Magazine (a $10.00 value) included with your purchase.

To receive your 1-year subscription, please click on the link below.

You have the option of fixed-term or auto-renewal. With automatic renewal, Amazon will automatically renew your subscription annually at the lowest one-year price available at the time of renewal, until you choose to cancel.

At the bottom of the email I find this statement buried in the fine print:

If you do not wish to receive the subscription, you may receive a refund for the stated value ($10.00). To obtain this refund, please print and send a completed copy of the Online Form with a copy of your Amazon.com order confirmation to the address noted on the form. Please mail within 4 weeks from the date you received this e-mail.

WHF? They already charged for the magazine without telling me about it. It's not mentioned in the product listing. (I went back and checked.) Maybe they're hoping people will just cancel the email and they get an extra $10.00. I had to send in for two refunds already, by snail mail not even email although eveything else was done by email.

I hope karma has something special for the jerk that came up with this idea.

[Dreamstalker]

Wow, thanks for the heads-up. I'll be sure to look at my confirmation emails from them extra-carefully from now on.

[just_me]

This reminds me of AOL back in the day...