I love magazines, spend my weekends devouring them, and spend much of my hard-earned salary subscribing to them.
Recently, my subscription to Time Magazine ran out, and I got a one of those automatic renewal forms in the mail.
I sent 'em a cheque for $94.70 to re-up, and all was well with the world.
Until two weeks later, when I got an offer to subscribe for $39.95...less than half the price.
I was kinda pissed off, but let it ride, dealing with more important things in life.
Until a week later, when I got ANOTHER offer to subscribe...this time for $25.00.
On one hand, I figured if I'd wait another week or so, they may offer it for free. On the other more realistic hand, I decided it was time to complain. I gave the invoices (see below) to my assistant Diane, and waited for her to bound into my office, haggard and frustrated after hours of futile complaining.
So here's the Pow! moment.
In less than one minute, Time's phone rep was offering a cheerful apology...along a refund of $59.70.
No questions, no haggling, just an understanding and the satisfaction of a long-time customer. Chalk up another victory for The Big Ask!
The fact that Time's subscription arm seems to be screwy is their business (and one to work on, obviously. There are so many different rates you'd think they're running an airline or a government's taxation policy, not a magazine subscription service).
But the fact that Time was so quick to remedy my situation is great business.