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California Bill AB 2867 Proposed To Allow You To Cancel Comcast With 'Click Of The Mouse' (techcrunch.com)
An anonymous reader writes: Los Angeles Assemblyman Mike Gatto has introduced a bill that would allow Californians to cancel their internet or cable services online with 'one click.' The bill reads, ''AB 2867 allows Californians to conveniently unsubscribe from a service with a simple click of the mouse,' said Assemblyman Gatto. 'It just makes sense, that if you are able to sign-up for a service online, you should also be able to cancel it the same way.' Rapid advancements in technology grant consumers a wide variety of cable, internet and phone service products from which they may choose, and while companies make it simple to buy or upgrade services, a cancellation request is usually a prolonged ordeal where customers are sometimes pressured into extending their contracts. AB 2867 provides a convenient and consumer-friendly option for Californians to remove unwanted services without a long phone call.'
Bill AB 2867 would in theory spare you from an 18-minute call with a Comcast representative in regard to cancelling your service.
The last time I canceled cable, I walked into the local office and gave them the box. They didn't argue.
This seems like a common-sense law, and it comes in direct response to abuse by these companies. I'm generally not in favor of legislation of this sort until it's been established that there's a clear problem, but this sort of thing has gotten out of hand. For companies that complain about over-regulation, maybe if you didn't treat your customers like shit, we wouldn't have to expressly forbid that sort of behavior through explicit legislation or regulation.
My own experience with this "make it a pain to cancel a service" tactic was from an EA MMO from quite a few years ago: "Earth and Beyond" I think it was called. It was a pretty horrible MMO, got boring extremely fast, and there was very little content in the game. After a couple months, I tried to cancel, and realized I couldn't even do that online. I had to call an EA rep who's job it was to try to talk me out of cancelling. I had to do a lot of talking and repeatedly request a cancellation. While it was certainly not as bad as that infamous Comcast customer service call we've all heard, it was still extremely irritating, and I vowed I would NEVER sign up for an EA MMO ever again.
What the hell are these companies thinking? Do they not realize the annoyance or even anger they generate with these idiotic tactics? If someone is cancelling your service, it's likely they're already not too happy with you, so you're now going to try to harass you into staying?
Irony: Agile development has too much intertia to be abandoned now.
I've got an anecdote with my experience from Time Warner Cable. After navigating the phone maze a few times unsuccessfully, I finally managed to get to a "retention specialist" (or whatever). I told them I am moving and want to cancel my service.
... few more questions... ... 10 minutes on hold, give up...
1) "First let me ask you some questions..." sigh.. okay...
2) "Why are you cancelling?"
3) "Can I have your new address so I can see if we provide service in your area?" No, you can't. I don't want your service
4)
5) "Wait, you're moving? I need to transfer you to are moving department" WHAT?
6)
I try again later, same story, this time I talk to someone more reasonable and tells me because the cancellation is due to a move they can't handle it. I finally get to the right person who understands. He was actually empathetic after I told him how many phone calls I've had to make just to get them to cut the cord.
Long story short, they have many separate cancellation departments and they are deliberately confusing. It's hard to imagine it isn't a malicious decision by the C-Men of TWC.
I hope this type of law catches on nationwide, it'll be awesome to give these sorts of companies a digital middle finger. I'll even click the button with both, just so they feel the love.