Comment by spodek | Hacker News Reader

Comment by spodek | Hacker News Reader

We're an entrepreneurial community and here is a case of demand.

Why not meet the demand to cut off internet services?

One idea: create a phone service where I call a third-party (you, the entrepreneur) that connects me to the best number to cancel my service. The third party determines if recording the call is legal and records if so, posting the recording online, along with metadata: date, duration, agent name, locale, etc. If recording call is not legal, still post metadata, or also get all parties' permission to record.

Possibly create script through trial and error to counter their script. Can compile data on agents and supervisors names, can follow up with complaints for agents or supervisors to customer service, etc. Can file complaints with elected representatives, FCC, etc... stuff individuals don't have time for but want to.

Another idea: create a web site that takes subscriber information and mails effective letter, registered if necessary, to best address for service provider, using language to set up legal case if necessary.

In both cases, the company could, over time, compile statistics on each service provider's difficulties, giving some accountability. It could also discover their weaknesses and overcome what individuals might not be able to.

You can probably think of many other ways to attack the problem and satisfy the unmet need.

Might not make huge money, but could create great visibility for the entrepreneur. Then again, it might make huge money too, since so many companies play hardball retaining customers.

Or, if you need to cancel your service, make a short phonecall informing them that you are cancelling your service effective immediately and if they attempt to charge your account again, the charge will be contested and complaints will be filed with the Better Business Bureau. Then hang up.

You don't actually need their permission to cancel your service with them at all. You shouldn't be ASKING to cancel your service, you should be TELLING them it's cancelled. If they continue to ask questions, that is their business, hang up on them.

If only the BBB had any actual power!

Then again, it might make huge money too, since so many companies play hardball retaining customers.

How would that result in this endeavor making money?

In any case, this is not actually a problem that is difficult to solve. Yes, a phone call like that is utterly infuriating, but you can still cancel your service at the end of it.

Maybe people would pay money to avoid dealing with that. Maybe. But you do it, what, once a year at most?

If you take away the adversarial part of the idea and don't assume that you have to work against the company, it becomes more profitable. Companies that infuriate their customers would be named and shamed, but shown where their customer service is failing, and how to do better. Mystery shopper companies work on the same principle.

With a company like Comcast, they do not want to do better. Doing better costs money, and it won't make them any money. Their video distribution service is destined to die. Any 12 year old with an Internet connection can distribute video content BETTER than Comcast can (because Comcast is bound by all sorts of silly distribution agreement contracts that restrict what they can do, something that was necessary 30 years ago but not today). And they know your options for Internet access are Comcast or nothing (or next to it with things like DSL and satellite being jokes) in the vast majority of their market.

Actually, there was a company that would take all your bills, call up the companies representing you, and get your bill lowered. They made 10% off that (so if they lowered your comcast bill from $90 to $60, they'd make $3 on it).

There is a name for the practices of cable companies, cell phone providers, and banks - adversarial value extraction.

I'd like to know if this company exists and how to find them. And if they don't exist, why they failed?

Ooooh. Like the parking spot auction app? Comcast sets up a company to handle cancellations and charges fees for it. Then, they make their cancellation procedure so arduous that people pay to leave. Then, they sell a subscription to the service.

It's like win-win-win!

Just tell them you're moving to another state/country. Works for me

"Oh, you want to transfer your Comcast account to a new home? Tell me your new address and we can start the migration process."

Totally sleezy. No self respecting person would do this. That said, I've dealt with comcast before. After telling them I would cancel due to their arbitrary "end of promotion" I was redirected to their "loyalty department" which miraculously found another promotion for me that would prevent me from paying $80 a month for slow buffering internet.

> Totally sleezy. No self respecting person would do this

If it even occured to them it might be sleezy, they'd rationalize that they do it to please their boss and keep their job, and that it's more important to them than being decent to a random stranger :/

Yaguarón 1414, Montevideo, Uruguay

Indeed, I used that angle when I called to cancel. It was pretty painless. When they asked me where I was moving to, I just said, "moving" and the rep pursued again, and I said "The moon".

That particular rep left me alone after that. I've received two phone calls since, to which I said, "I live in a yert in manitoba now" and the second call I just hung up. I still 9 months later receive occasion break up letters from comcast, asking me to come back.

Or tell them you got free internet and cable for life from one of their competitors (and if they ask how you got it, tell them you changed jobs and you now work for them). It would be impossible for them to match that offer, so they'll just leave you alone. If they do match that offer, it's still a win!

It has already worked for me more than once (unfortunately, nobody ever tried to offer me free service).

that only works if there IS a comparable competitor in your local market.

Tell them you work for Boeing as an Iridium technician. It's like having free access to the world's most complicated ham radio!

I love this. The letter route might be the best way to go with some providers. Perhaps the service would require the client to sign a very very limited power of attorney- to disconnect the service- in order to get e.g. Comcast to comply.

Servicenuke.com is available...

I built a tool around FreeSWITCH to do this in some down time between gigs. Trust was the biggest issue; the 3rd party recording the call hears account information, mothers maiden, secret codes and silly things like this. Trust was hard.

Along this line, I'd love it if there was a service that would go around and remove you from all the shit websites out there. Like this, but something that wouldn't eat up days of my time to do it.

* HOW TO: Remove yourself from ALL background check websites. Thanks to LawyerCT. : technology || http://www.reddit.com/r/technology/comments/j1mit/how_to_rem...

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