Red Envelope Madness!

Monday, July 03, 2006

If you love them, set them free

Stoner alerted me to this article in the New York Times detailing one poor man's effort to detach himself from the clingy AOL. "When Vincent Ferrari, 30, of the Bronx, called AOL to cancel his membership last month, it took him a total of 21 minutes, including the time spent on an automated sequence at the beginning and some initial waiting in a queue."

In sharp contrast to Netflix, which makes it easy to cancel their service:
IF I were asked to think of an online company that provides exemplary customer service to its subscribers, Netflix, the DVD rental company, would come to mind well before AOL. When I took a look to see whether Netflix offered a way for a customer to cancel membership swiftly while online, I discovered that it provides a procedure — a click on a link, a click on a checkmark box, and one more click to complete — that would take no more than two seconds. No exit interviews, no last-ditch offers while I'm held captive on the phone.

Seeing how Netflix would be so protective of my time were I to leave makes me all the more unlikely to do so.

You should read the whole article. It's scary-funny.

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