4 ms·
The gall is astounding. When it's this clear you won't retain the customer, what possible reason do you have for denying them the cancellation? Either complete
by gk1 6y ago
The gall is astounding. When it's this clear you won't retain the customer, what possible reason do you have for denying them the cancellation? Either complete lack of judgement or childish spite.
I've met Brian. It's so disappointing to see him do this.
- usiegj00 6y agoHey hey--not Brian leading this--it's me. See my chat above. You can call me directly at 855 252 6050.
- threwawasy1228 6y agoI think the point is that none of us will ever want to call you. Please stop posting your number.
- ianmobbs 6y agoAny response to the comments pointing out this is illegal in CA? Isn’t the Baremetrics office in SF?
- renewiltord 6y agoI genuinely mean no offence by this but this is one of the funniest possible responses you could have come up with. It's like something from a skit. I am dying of laughter here. This is great.
- dang 6y agoPlease don't pile on like this, regardless of how you feel about cancellation policies. Maybe you don't owe a company better, but you owe this community better if you're posting to it. https://news.ycombinator.com/newsguidelines.html https://news.ycombinator.com/newsguidelines.html
- renewiltord 6y agoIt was truly, genuinely, not intended to be a pile-on. I thought he was at least partly being playful with that comment, since I could see myself doing that a little. Could be a misread on my part and I'll apologize in case it is. I didn't even vote him down.
- dang 6y agoIn that case I misread you. Sorry! Pattern matching has its limits.
- joshmanders 6y agoGreat interaction, dang! Nice to see owning up to mistakes. Happy holidays!
- chris_wot 6y agoCurious how you are verifying who you are talking to. You sound like you are just asking for a call flood/social engineering attack.
- orangepanda 6y agoTo provide customers with a sense of pride and accomplishment for cancelling the service?
- elliekelly 6y agoI wonder if they do some sort of customer verification before they delete the data and maybe this process is meant to help prevent a bad actor from deleting/closing your account on your behalf?
- paulgb 6y ago“We’ll stop charging your card immediately, but we’ll need to verify your identity before permanently deleting your data” would be a more customer-friendly response if that is the case.
- Silhouette 6y agoBut then what happens if the "customer" never gets around to confirming their identity? Do you retain the relevant data indefinitely at your own expense, in case the request was a fake? If it was real, then from the customer's perspective they are done with you and no longer being charged, so they have little incentive to help you tidy up the loose end.
- Griffinsauce 6y agoYou send the email they registered with a notification with a deadline. Pretty simple TBH.
- Silhouette 6y agoOK, but then how do you choose that deadline? If you don't hear back by then, fundamentally you are still taking a destructive action without any positive verification that the original request to do so was legitimate, which is still likely to be a bad experience for the real customer if you've been fooled by someone else. I'm struggling to think of a situation when I'd want to follow that email-with-deadline pattern but didn't intend to complete the destructive action anyway, like closing all accounts because the service is shutting down, or notifying customers that you're changing business model and they need to switch to some alternative under your new terms first if they want to continue using your service.