God, I'm turning into a total douchebag. Just yelled at a customer service person in India.

[Denninmi]

I don't LIKE being that way, but he gave me NO choice.

I was trying to cancel some stupid automatic monthly recurring charge for Netzero that I NEVER use. I cancelled the service back in the spring, and was told at that time that, basically, I had to sign up for their $4.95 a month "emergency backup service" but could cancel it after the 4 month "free trial period" ended -- no choice in the matter, at that time, the customer service woman was stuck in an infinite loop of "you can't decline this product."

Well, I forgot about it few months, so fine, shame on me, I'll pay for those. I just wanted to cancel it so I didn't keep getting charged.

After about 10 minutes of going around and around and around with some kid that I could barely understand, I finally just got mad and yelled at him and said "I don't want to hear a sales pitch, I don't want to be sold any other products, I just want this cancelled and my relationship with Netzero completely and permanently ended. Just cancel it and give me a confirmation number NOW, or connect me to a supervisor that can."

Well, it worked, but I felt kind of bad for having to yell at the kid. I worked retail for years, and I know what it's like to work with the public, there are some people that can be real jerks. I blame companies that force these people to push and push and push these products and not be willing to accept "no" as the customer's answer.

[HopeHoops]

1. When I get the infinite loop I just ask to speak to a supervisor and so on up the chain.

They USUALLY at least pass me up one level, even if it is just to recite the same bullshit response, but not always. I actually had one guy try to convince me that he didn't HAVE a supervisor and there weren't any at all at the call center. I almost believed him, but I'm pretty sure it was just their "get people off the phone" response.

Call the bank or credit card company where the fee is being charged and tell THEM that you refuse to accept any more charges from NetZero. They can't always do it the same month (or so they say) because of "batch billing", but that's fucking horse shit. The specific customer service representative may not be able to do that but the companies they work for can certainly do it right that moment - they just won't. They don't have any trouble deducting money from YOU, but if you are due money or, in your case getting shafted, suddenly there's a long delay involved. Generally if you threaten to take your business elsewhere a bank or credit card company will suddenly, by magic, find a way to solve your problem quickly.

The problem with off-shore call centers is they really don't seem to give a shit. I can't even recall how many times I've been hung up on just because I wouldn't accept their canned response - "move on to the next caller" seems to be a common solution. The next time you call back, you won't get the same person on the other end anyway so there's no accountability.

[Amaril]

2. Had to basically do the same thing...........

.....when I cancelled a Stamps.com account last month. Fifteen minutes of my life that I could have spent doing something infinitely more important -- like brushing my dog's butt -- were instead wasted first on hold, and then telling the customer service guy again, and again, and again, and again, that I want my service CANCELLED. No I don't want to "think about it" -- I've already thought about it, thanks -- and no, I don't want to downgrade to a $5.99 per month plan that I'm not going to use anymore than I use the $15.99 per month plan that I'm currently in (which I haven't used once in the 2 months since I stopped working from home). Finally had to tell him "Look, I know they make you do this, but if you don't knock it off, I'm going to jump REAL ill REAL fast. Got me?" He finally let it go and cancelled me. :banghead:

I know businesses are hurting, but damn........they are not doing themselves any favors by putting policies like this in place. I may have -- at some point in the future -- been interested in using their service again........but after that experience? I will definitely check out any and all alternatives first. Had they cancelled me without making it such a damn headache, then I probably would have gone straight back to them if the need ever arose.

[freshwest]

3. Yeah, I hate it that people are forced to shovel this crap. They're desperate.

I preface my conversation with such phrases as:

"I know you need this job. I know you're not in charge of the script. I'm sorry, but I CANNOT afford this expense. So if you are not allowed to stop the charge, put someone on the phone who can."

Additionally, I demand up front to know if there will be recurring charges, let companies know I am a one-time shot or not at all. Also, I've found my bank to be most helpful getting me refunds and stopping charges when a corporate system keeps on charging me.

[WillParkinson]

4. Well that's rude...

Them, not you. You did what you needed. I've been stuck in the same place with customer service. Yes, I KNOW you're only trying to do your job but you need to understand that I am already frustrated and this isn't helping any.

[KamaAina]

5. There aren't any customer service people in India!

You must be talking about Dave from Cleveland. :sarcasm:

[mysuzuki2]

6. Don't worry, India is a long way away.

(S)he probably couldn't even hear you.

[undeterred]

7. Did you yell at him in his native language, at least?

[Beer Snob-50]

8. omg...one of our vendors has their accounts receivables serviced by a company in india

one of our locations is slow paying so i hear from them at least once a month. i really do not dealing with them as they simply want me to pay them without any backup based on their word. and to make it easy on me they will take my bank info over the phone. i have gotten very very rude to them.

[Skittles]

9. try to imagine being on a conference call for ten hours with them

it makes you want to HANG YOURSELF

[RobinA]

10. A 10 Hour

conference call? That would make me want to hang myself no matter who was on the other end!

[trof]

11. Cancelling an 'auto-pay' account never seems to be easy.

Not NEARLY as easy as setting them up.
Pisses me off.