Last week, a recorded customer service call with U.S. Internet provider Comcast went viral as the recording featured a Comcast representative spend 20 minutes deflecting a customer’s request to drop its Internet service. While Comcast apologized, the incident clearly struck a chord with many frustrated by customer service representatives whose mandate is seemingly to retain the customer rather than provide actual service.
Yesterday, Toronto web developer Daryl Fritz tweeted this photo of a Rogers injection into his web page:
The injected content “apologizes” for interrupting a web browsing session, encouraging Fritz to stick with Rogers and promising a “special offer” if he reconsiders his decision to leave the company. The injected content requires Fritz to acknowledge receipt of the message. Fritz says he actually did not cancel his Internet service, but rather dropped home phone and cable services.
The practice of injecting its own content into web pages is not new for Rogers, having adopted the approach to advise on bandwidth caps and parental controls. However, modifying web pages as a customer retention tool is not only is unlikely to work and leave some customers a bit creeped out, but it maintains the impression that Internet providers now see themselves as akin to the “Hotel California”, where as the Eagles’ song goes, you can check out any time you like, but you can never leave.