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I wonder if this is deliberate like some of the dark patterns employed by the likes of the NY Times when it comes to canceling subscriptions (almost impossible)
by notlukesky 4y ago
I wonder if this is deliberate like some of the dark patterns employed by the likes of the NY Times when it comes to canceling subscriptions (almost impossible). Or is it just human error of having a separate billing department and the changes from splitting up with the old billing system?
- acdha 4y agoMy assumption is that it’s both: it’s seen as a cost so nobody is investing in making it better as long as they can shift most of the cost to the customers. The people who never check their bills are going to pay for a fair amount of customer service time for the people who do, and a cynical manager can look at that and say they’ll only lose money by spending time on it so why bother?