Poor Customer Service, a Key to Subscriber Retention
Yes, you read that right.
Years ago, in the dark ages of entertainment, record clubs roamed the earth. For a small fee, you could get a few albums from your favorite recording artists. The running joke was how hard it was to get out of a record club once you joined.
I’ve never been in a record club but had a similar experience recently. A while back, my wife and I quit cable. Instead, we started using different apps for our TV viewing. All in all, it’s been an upgrade. Still, the transition hasn’t been entirely glitch-free.
No record of my account could be found.
My wife was looking at our bank statement and found a reoccurring charge of $5.67. It was for a TV programming app I had hardly ever watched. I decided to cancel the service. And then the adventure began.
I tried to be a good boy and do it online lest I disturb a customer service rep. Well, despite my best efforts, I could not find a record of the account. I braced myself before calling a customer service rep. I made the call, and the adventure escalated.
What was that phone number again?
So, I called a customer service rep and he asked me for my phone number. The idea being perhaps the mystery…
