Saturday, July 17, 2010

Squeaky Wheel - Update #6


So along with the canceled cable subscription, I put my Netflix on hold. It seemed easy enough to do online until I saw the bill for another billing cycle although my movies immediately stopped being sent.

I called and inquired about why I'd be charged for another month when I had canceled it already and the associate explained, "Oh, we ask that our subscribers cancel before the new billing cycle and since you did mid-cycle we went ahead and charged you for the next one."

O.K.

Nowhere on the site was this request made known and logically, even if this were so why wouldn't they just let me finish out the month of the new charges that were applied rather than cutting it off instantly when there were 3 weeks left for that month? I asked the associate to follow my logic and she agreed. Without asking her to she went ahead and credited me back that month's charges. 

This is a tactic I've found that's worked many times for companies that have illogical policies. Stop for a minute and ask the associate, "Does this make sense to you?" I've also tried, "If you were in my position, what would you think?" Many times this "personal moment" has caused the associate to see the ill-formed logic of their company's policy and go ahead and offer me a work around without having to summon their supervisor. 

Give it a try!

2 comments:

  1. just discovered your blog and really like it.. i'm also pregnant (14.5 weeks) and live in NYC (Brooklyn).. it's always fun to have someone to share the journey with :-)

    ReplyDelete
  2. @Losing in the City Thank you and congratulations! I only know a handful of expectant NYC moms so it's always nice to meet new mommies and mommies-to-be. I wish you a healthy pregnancy!

    ReplyDelete

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