I just cancelled my broadband connection with my ISP, because I'm moving house and I can't use this service in the new area. I've been a customer of the ISP for years (both for home-use and for business-use) and would consider myself a higher-end customer (i.e. I don't use the cheapest packages).
I'm moving house in the middle of this month, so I figured I'd have the service cancelled by the end of this month. This still means that I've effectively paid for something that I won't be able to use for 2 weeks of the month. But that's how the cookie crumbles.
I just got an e-mail from the ISP confirming the cancellation, but it also included a reminder. The Terms & Conditions of the service requires a calendar month's notice, which meant (as I sent the cancellation request on 5 December) that my service would be cancelled by 31 January 2014.
So they are making me pay for an additional month of the service, which I can't use. Wow - so much for any kind of customer loyalty or reward.
I'm sure you've been in a similar situation as a customer before: Terms & Conditions are used to disguise an incredibly bad customer experience.
In my example above, there's a couple of reasons why this sucks for me:
The thing about (bullshit) Terms & Conditions are that they mostly always result in a really bad experience for your customers.
Yes, I've been on the other side too and have imposed bullshit terms on customers too as a way to a) protect my company; or b) exact the outcome that is most beneficial to me. But therein lies the problem exactly: those terms were mostly just beneficial to the company / me and not the customer.
Fair enough in that Terms & Conditions were designed to benefit the company that imposes it. I get that much. But I have a complete disdain of the (sometimes) reckless application of bullshit terms.
Terms & Conditions are there for worst-case scenarios, of which grey areas (as my situation above) are most probably not. For my ISP to make a compromise on how they decide to apply their terms here, there's no life-threatening consequence lurking around the corner.
In fact, if they were to have compromised and just complied to my (reasonable, IMO) request, they would've had a customer for life.
Instead, they have a really grumpy, former customer who won't be recommending them to any of his friends.
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