Editor’s note: We’ll be announcing all the nifty Leading Geeks changes soon, but Jenn got inspired before that…
I admit it, I subscribe to the Harvard Business Review. I’m a total business/leadership/management geek, and I really enjoy the articles and occasional data porn. Heck, I’m even on the advisory board. For a publication that’s supposed to be business-savvy, however, my recent renewal fiasco has been rather startling to me.
- First I got a special offer to renew via email. I’d get some articles about leadership. Awesome! So I click through the offer, and I can’t tell whether it’s print only or the premium subscription to print + online (what I currently have).
- So I find them on twitter and ask about it. (Yes, on twitter. Deal with it.)
- Whoops; wrong twitter account. Apparently, they have several. Re-tweet that to the correct account.
- After a few back-and-forth exchanges, they ask me to follow them so they can DM me. I do.
- They DM me an email address that I can email for inquiry. (Seriously?)
- I try to DM back that email isn’t exactly convenient, but they’re not following me.
- Meanwhile, I get some snail mail renewal offers, all with the same completely unclear offer–am I renewing print-only or premium? No way to tell.
- 3 weeks later, I get around to sending that email (wonder why this blog is behind? Yeah; I’m hosed.)
- They reply with (wait for it!)…AN 800-NUMBER TO CALL.
- So I try to DM them about it. Still not following me. Shocking.
- I send a public @ reply to them about it.
- THEN I get an email back from that same person with an offer to sign me up for a premium subscription and bill me.
Now, wouldn’t it have been much easier to just give me the choice of renewing print-only or premium subscription on the initial email offer? Yeah, I thought so, too.
Edit: I just received a customer service survey from HBR. I’m trying to resist giggling maniacally about it…
Edit #2: Hey! All they ask is why I contacted them and whether my issue was resolved. Seriously? I don’t get to give feedback? Mushrooms…
Edit #3: Oh, wait, it continues to more pages. Usability fail.