This follows pretty automatically from the microeconomics of call centers and the existence of chargebacks as a dispute resolution mechanism. "Please cancel." "Can't." "Please have your supervisor confirm that in writing so I can show my bank." "You're canceled have a nice day."
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Dutch law even demands that "Consumers must be able to cancel their agreement in exactly the same way as they signed up for them.". Demanding a phone call when subscribing is done digitally isn't, as such, allowed.https://business.gov.nl/regulation/automatic-renewal-subscription/ …
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US law is not as consistent, but “15 U.S.C. §§ 8401, et seq., which prohibits certain methods of negative option marketing on the Internet.” You can’t create barriers to unsubscribe. https://app.pacerpro.com/documents/2781398.pdf …
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I can't believe it's legal to have people sign up for a subscription service online without letting them resign from the service the same way. Things like this make me glad I live in the EU.
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It’s not legal, it is just difficult to enforce or prosecute. Difficult not impossible, however; cf FTC v. GymPact, inc.
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Equally annoying, when a company / service has open DMs on twitter, yet when you message them, they say "please email our support team. We do not do support via twitter" - well why have open DM's if that's the case? =/
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several reasons co.s prefer email - social media is run by different folks than support email - your customer account may be tied to your email, not your @, easier to look your account up - email creates a ticket/thread in support channel for them to QA analyse
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Gracefully ending a customers' subscription is the first step to winning them back. I started to return to several saas products, because I know that when needed I can end the subscription. Value add: worth a) an earlier try (when it's not really necessary), and b) price premium
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