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srufolo1
srufolo1
1/29/2017 6:05:01 PM
User Rank
Platinum
Re: Experience
@faryl  I don't see what the point of a "contract" is anyway. The consumer very rarely knows when they begin and end, and neither does the provider inform them of sucn. I've never really thought about cancelling my cellphone services, even when calls kept dropping, etc ... because personally I didn't feel like dealing with another lame service.

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Ariella
Ariella
1/29/2017 11:14:17 AM
User Rank
Author
Re: Experience
@Michelle sounds like the way some gym memberships work. You commit to a year but then find out that they still require 30 days' notice or they would automatically renew and likely at a higher rate than you originally signed on for. If you need to terminate while in the middle of the year, there is absolutely no way out other than getting someone else to take over your memebership.

 

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Michelle
Michelle
1/28/2017 7:27:57 PM
User Rank
Platinum
Re: Experience
@faryl It's funny you mention that. I'm pretty sure this was AOL's retention strategy! They weren't a pay-tv provider, but cancelling was a lot of trouble (nearly impossible for some folks).

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Ariella
Ariella
1/28/2017 6:27:07 PM
User Rank
Author
Re: Experience
@faryl Certainly that feeds into it. but there's also the culture of the company itself. I know that AT&T trains its employees more carefully than that other telecom I've dealt with. Sometimes it sounds like they're just reading a script, but that's still better than having them arbitrarily decide to cancel your service when they feel like it because you are planning to end one contract after its expiration and begin another at the same company.

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dcawrey
dcawrey
1/28/2017 12:38:03 AM
User Rank
Platinum
Re: Experience
Can you imagine what it might be like to work in one of those call centers? I'm sure the atmosphere is not fun. 

Although I would totally get being upbeat and positive at work, I think the culture of places like that would make things really hard. 

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faryl
faryl
1/27/2017 6:21:42 PM
User Rank
Platinum
Re: Experience
That seems sad to me that customer service is considered something special to offer. I think the economy plays into that as well - people taking jobs that are their last resort and companies not really paying them enough to make them feel motivated to go above and beyond. (As I type this, I'm realizing I'd be a terrible customer service representative. I can't imagine dealing with customer complaints all day!)

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faryl
faryl
1/27/2017 6:15:15 PM
User Rank
Platinum
Re: Experience
It's kind of sad that that mindset isn't more obvious. I feel like "too tough to cancel" is the prevailing philosophy.

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faryl
faryl
1/27/2017 6:13:03 PM
User Rank
Platinum
Re: Pay-TV Churn
Good point! (I don't think millenials get the credit they deserve for some of the changes they've brought about -usually all I see is whining about their whining!)

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srufolo1
srufolo1
1/27/2017 5:36:51 PM
User Rank
Platinum
Pay-TV Churn
All I can say, is "God bless millennials." Flexibility and personalization, rather then service and viewing quality, are key to them, and that's smart. Their demands have made it such that contracts, should they even exist, are easy to get into and out of. Millennials have been the trailblazers of change on many fronts, even in the workplace.

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Ariella
Ariella
1/27/2017 9:29:42 AM
User Rank
Author
Re: Experience
@elizabethv I'm about as thrifty as they come, but even so, I understand that saving major stress and aggravation matters more than saving a few dollars a month.

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