A friend has just cancelled service with one of the largest VoIP service providers in Canada, because of poor quality. The phone rep offered the following explanation "it’s Voice over IP, and everone knows that goes over the internet", and then informed him there would be a $49 service cancellation fee, because he had only had the service 11 months. To get out of the contract without charge requires keeping the service for 13 months.
Now that’s customer service.
Alec Saunders is the Vice President of Developer Relations for BlackBerry make Research in Motion. This is his personal blog, with his personal viewpoints. Prior to this Alec was the CEO and co-founder of Calliflower — the easiest way to hold a meeting, online, on a conference call, or on the go. A double-decade veteran of product management and marketing, he spent nine years at Microsoft where he helped launch Windows 95, the first two versions of Internet Explorer, the Universal Plug and Play initiative, the push into home markets, opt-in email marketing and what might well go down in history as the very first direct email list ever.
