Tag Archives: Randall Stross

Shrines to Frustration

It’s depressing that two gripes I’ve posted, both at least a year old, continue to get comments which push both posts to the top of the search engines. My grumbles about accessing Xdrive, an online storage service bought by AOL, comes out top if you search for xdrive problems on Google. Search for cancel napster and my post about how hard it was to cancel the service comes as the next result below a couple of official Napster sites. Both posts got more comments in the last few hours.

I’m not particularly proud about this; I’ve already written a column about Napster’s poor cancellation process, and bad press doesn’t seem to bother either company. (Although maybe AOL might start changing its practice after Randall Stross’ piece in the NYT about how customer service reps are instructed to try more or less every trick before complying with customer requests to cancel their account.

Wearing my WSJ.com hat, I’ve talked to both AOL and Napster about these problems and it seems in both cases neither problem has been fixed. If they had, why would people keep posting horror stories? Somehow I doubt these two cases are exceptional. I imagine there must be hundreds of companies out there where single blog posts have become shrines to customer frustration. Fortunately in both cases readers have added useful advice in the comments so it’s not all just blowing off steam. But why aren’t big companies more proactive about these things by monitoring search results and reaching out to websites or blogs that attract this kind of traffic?