Author Topic: Being a customer is hard work (Read 5622 times)

fullback · « **on:** October 24, 2003, 04:14:36 PM »

I decided last week to take a little break from AH. I thought I'd come back in a few months with a refreshed enthusiasm. I've taken some extended breaks before but always maintained my account - $15/mo. isn't going to send me to the poor house.

This time I sent a polite email (I use words like 'please' and 'thank you' in my daily life) asking for my account to be cancelled. Naturally, I expected the account to be cancelled at the end of the month. Since the month was paid for, I think that is not unreasonable. Well, I was wrong.

I did get a curt reply: "Your account has been deleted."

That's it.

No 'Thank you and hope you subscribe again', or 'Thank you and hope you return', or 'Thanks for your patronage', or even 'Dear Mr. X' ... nothing.

Now, you're probably thinking, "Send another email and they'll open your account until the end of the month." I did that and received no reply.

This isn't about the money. This post is about the perception of arrogance and rudeness.

Sure, I've enjoyed the game and hoped to return with fresh enthusiasm, but it's getting hard to be an HTC customer - you don't make it easy.

(Note: For those of you think posting "don't let the door hit you..." is funny - it isn't.)

Cooley · « **Reply #1 on:** October 24, 2003, 04:32:08 PM »

Isnt it an automated computer response from HTC? I believe so.

Personnaly I dont get a warm fuzzy feeling when my restaurant tab is given to me and "Thank you" is printed on it.
maybe not the same thing, but percieving it as Rude and arrogant cause of the lack of some sort of thank you note is a bit of a reach IMO, I'd suggest you blow it off

Ozark · « **Reply #2 on:** October 24, 2003, 05:42:30 PM »

Well Heck! HTC didn't send you flowers.

That’s better than the five-month ordeal I went through trying to get iEN to cancel my account. I ended up sending a letter to iEN with copies sent to my lawyer and the Attorney General of the State of Missouri. That stopped the billing! NO JOKE!

HTC is the only gaming company I trust with my Credit Card info.

Gunslinger · « **Reply #3 on:** October 24, 2003, 06:05:47 PM »

I had the same problem with Earthlink and Netzero. Its pretty bad that in order to get a refund I have to call and stay on hold for 3 hours in order to talk to a supervisor. (that was netzero, they charged me for 4 months afterwords) Earthlink on the other had charged me for a years worth of service 15 months after i canceled When I called, they had NO RECORD OF MY ACCOUNT. Since they had no record of me even having an account they couldnt refund my money. I gave up the fight on that one. These businesses will learn soon enough that they cant treat the little guy like they dont matter. On another note I've never had ANY negative customer service issues when dealing with HTC. They offer an excelent product for the price. Just my 2 Cents

mrblack · « **Reply #4 on:** October 24, 2003, 06:22:13 PM »

Oh good Lord:rolleyes:

Ecke-109- · « **Reply #5 on:** October 24, 2003, 08:53:57 PM »

Hey Fullback,

You want a new handle? A short mail to HTC and ...its done.
You want to cancel your account? ...Also, snip with your fingers, and its done,too.
You have any game related probs? Mail Skuzzy...and he will read your mail.
And even when Skuzzy should put you 'on probation' in the forum....they care about you.
All in all, thats a VERY good service.
Keep that in memory. And give them a smile

Ecke

LePaul · « **Reply #6 on:** October 26, 2003, 10:36:32 AM »

Ah here comes the style...pig piling on an upset customer...dude, you're better emailing direct. The cheerleaders will eat you alive.

Joc · « **Reply #7 on:** October 26, 2003, 10:42:57 AM »

Never had a problem with HTC in this respect,anytime Ive left the game for whatever reasons and came back,they got my name back for me no problems,problems with billing etc sorted out no problems,unlike other companies,great service:)

F4i · « **Reply #8 on:** October 26, 2003, 01:55:09 PM »

This is the email that I received earlier this month when I thought I was going to have to cancel my account for a few months:

Quote

If you would like to delete your account, you may do so through the admin section of the clipboard in Aces High.

As for your handle, as long as you deleted your account in good standing and it's available, there should be no problem reassigning your game ID if you should resubscribe in the future.

You are currently paid up until November 10th. If you would like to delete your account prior to your next billing cycle, please do so on November 9th.

We hope to see you back in the skies in the near future.

Regards,

JoAnn "Yankee" Colcleasure
General Manager

Sounds professional yet brief to me. Let's remember that HTC is an 8-person (or, is it 9?) company with a lot of work on their plates. I wouldn't worry about it, fullback. Someone just had a bad day.

I'd suggest that HTC just use JoAnn's letter as a template for future cancellation inquiries.

TBolt

FUNKED1 · « **Reply #9 on:** October 26, 2003, 02:06:12 PM »

Quote

Originally posted by LePaul
Ah here comes the style...pig piling on an upset customer...dude, you're better emailing direct. The cheerleaders will eat you alive.

Please point out one post of pigpiling in this thread.
Whiner.

Swager · « **Reply #10 on:** October 26, 2003, 07:17:28 PM »

Wow! Nice letter. I had to quit twice due to family and job. I never got a e-mail. Never got a Thank You for your business or nothing.

I once got some help from Skuzzy getting my handle back. He sent me an e-mail basically saying, "Just sign up again and dont worry about your old perks!" I thought that was funny!!

Chaos68 · « **Reply #11 on:** October 26, 2003, 07:55:49 PM »

I'm a quitter, ive quit the game i dont know how many times....and never got flowers

Dont sweat it man, go have a drink or a smoke and everything will be ok. if not i'll send you flowers to make you feel better.

btw the only email i ever got from this game is from skuzzy saying i was ban from the bbs.

fullback · « **Reply #12 on:** October 26, 2003, 10:50:39 PM »

That was a polite email you received.

Here was mine:

Your account has been deleted.

HTC

The problem was not the email, the problem is that I still have not received a reply about it being deleted before the end of the billing cycle.

If customer service is as good as you say, why has no one answered my email or posted here saying, "Hey, you're right. Sorry about that. We'll activate it again since you're paid up through ___"?

HTC is a small group because that is simply how they choose to allocate resources. HTC has the right to run their business any way they see fit. And I have the right to tell them when they run it like something out of 'Dilbert.'

"I can't keep up with all this. Our customers keep phoning and sending emails complaining that you're ignore them. What should I do?"

"Stop answering the phone and don't reply."

Here... Ill put one of these

smilies here so you dolts can feel better.

LePaul · « **Reply #13 on:** October 26, 2003, 10:57:12 PM »

Quote

Originally posted by FUNKED1
Please point out one post of pigpiling in this thread.
Whiner.

LOL...whiner...

Funked, posts like "Well Heck! HTC didn't send you flowers. " was what I was referring too.

SOB · « **Reply #14 on:** October 27, 2003, 12:49:38 AM »

Good point LePaul...how dare these bastards disagree with the original poster. And how truly awful of them to be sarcastic about it!