Customer service vs. Customer retention: I recently went to cancel my New York Times online subscription...

Customer service vs. Customer retention: I recently went to cancel my New York Times online subscription, and ran into a similar gauntlet. One thing I noted, and complained to the New York Times about, was that the only way to cancel the subscription was over the telephone. Signing up for the service online was easy: just a few simple clicks and your account was created. Why not give me the same option to cancel my account? Telephone reps are expensive, but customer retention trumps all--and this telephonic badgering must work, or they wouldn't do it. It's obviously harder to say no to another human being than it is to click cancel on a web site. While businesses have the right to use whatever methods they want in dealing with their customers, in the end doesn't their reputation mean anything? Evidently not, at least in these two cases. For shame...

On “This Versus That,” Betty Liu reports on Comcast’s customer service browbeating a customer who wanted to terminate his service. Liu speaks on “In The Loop.” (Source: Bloomberg)

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