If there is one thing I love it is companies that provide you with the means to ‘manage your account’ online, but do so in a way that is totally selective and in effect doesn’t allow you to manage your account.
Let’s take for instance Virgin Media.
Their online account page has one way to manage your VM package: it has a link for Want to upgrade? Oddly, it doesn’t have one (unless it is hidden spectacularly well and immune to their search function) that even considers you might want to either downgrade or remove an add on you have. Because, of course, no one ever does that. No, you have to give them a call if you want to do any of that kind of account managing.
Now, clearly this has nothing to do with any ability of a system designed to accept upgrades to also cope with the reverse process – i’ve created wesbites and worked on websites that can cope with this easily. It is easy to manage this process online in exactly the same way as they do upgrades, but that is not the point. The point is they – Virgin Media in this case – are only interested in allowing you to manage your account if you want to pay them MORE money, not less. If you’re contemplating giving them less money for any reason they want to force you to call them and explain why and put up with some feeble attempt to blackmail you into reconsidering as well as some additional attempts to sell up other upgrades that you’re ‘eligible for’ as a special and loyal customer: “I’ll tell you what I can do for you as a ….” blah blah blah.
It pisses me off, this isn’t customer service; it’s not a process set up to benefit me and make things easier for me, it’s an anti customer service with the soul goal of attempting to change any downgrading subscribers minds.