3 ms·

> result in a better experience for all parties involved Yu are mistaken in assuming businesses want better experiences for everyone, including workflows that

> result in a better experience for all parties involved Yu are mistaken in assuming businesses want better experiences for everyone, including workflows that may lose them revenue (like cancelations). The friction is intentional and part of a wider dark pattern strategy employed for "retention" - even Apple does this when one tries to get them to stop an unexpected recurring Apple Music subscription that only shows on ones credit card and nowhere else (apple.com or the Music app). The support number is not provided on amy of the support pages, and ine has to get their bank to stop the outgoing payments. Guess how I know this... In light of this, I'll gladly take any client-side agent assistance I can get to make to reduce my cognitive burden; the "hold for me" emulates the support agent calling you as you described. , and the experience is more important than implementation details.

coreypreston 2y ago
I can empathize. I recently tried to cancel Adobe Indesign. Every human stuck to the same script despite me stating 'no' up front after the first time it offered. They would confirm my intention, then when I stepped away they would cancel the chat because I was 'away' and did not double confirm that I wanted to cancel. That happened to me twice. By the third time, the sandbag was - 'You signed up for a yearly subscription, if you don't take those two free months, you will incur a early cancellation fee.' I never signed up for a yearly subscription and told them 'not accepting that'. As a gesture of 'goodwill' they waived it. I could not understand all the Adobe hate before, but they made a neutral person negative with that experience.