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If you don't follow you finances and continue to pay Netflix for a year of service without use, I personally don't think they have any obligation to cancel your
by nodesocket 6y ago
If you don't follow you finances and continue to pay Netflix for a year of service without use, I personally don't think they have any obligation to cancel your account. As somebody who has run SaaS services and seen countless baseless e-mails (even worse chargebacks) come in from users who "forgot" to cancel service and then were irate about it, this doesn't help the customer "entitlement" problem I see. Let me explain what I mean in terms of customer "entitlement". A few of my friends will go out of their way to call and complain to companies for mistakes they themselve make, demanding refunds, discounts, reward points, and often they get compensation. As a business owner, this sort of behavior really infuriates me. These types of users are taking advantage of situations because of their own failing, and thus are now blaming the companies expecting something in return.
- jpalomaki 6y agoMaybe this is why it makes financially sense to automatically cancel forgotten accounts at some point. You would avoid some of the support costs, some chargeback costs and cost with negative publicity (people complaining about ”fraudulent” charges on social media). On large enough scale you can likely do some calculations and eventually A/B testing to figure out what does this mean financially.