Friday, January 13, 2006

The customer dis-service continues at the Wall Street Journal about the decision to drop Barron's online access from subscribers' services in the middle of their subscription terms. Apparently I'm not the only one to complain. (See my earlier post.)

I've sent three e-mails since Monday asking for an explanation, cancellation of my remaining term, and a refund. No reply. (I checked my spam filter, too, just to make sure it hadn't gone astray.)

So today, I decided to use the old-fashioned method of complaining. I picked up the phone and called. Here's the message I got: "Due to planned changes in Barron's online access, you may experience longer than usual hold times. If you are calling about an e-mail or an on-site message you received about Barron's online, press 0."

So I did, and went through the usual voice prompts. This was the reply: "All customer service representatives are busy."

Perhaps they didn't realize they were dealing with a fairly sophisticated audience (present company excepted, of course) when they decided to raise rates? Nah, that couldn't be it. Their marketing kit is chock-full of information about the smart, high-demographic audience they serve. Or in this case, don't serve very well.
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