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Letter to the Editor:
Frustrated with True
The reason for this email is that I wanted to share
with you my utter frustration with True.com.
I recently signed up for a free membership with True.com,
with
the intention of checking out the site, along with
several others to see which one I would decide to join.
Unimpressed with the matches True had to offer, I decided
not to continue my membership, and decided to sign
up with Match.com. However, after calling and waiting
on hold for 20 minutes with True.com's Customer
Service, I had to hang up, and decided to contact them
at a later time. After which, I completely forgot,
and failed to contact the Customer Service Department
to cancel (clearly an error on my part, I freely admit),
and was subsequently charged for my membership. Not
that this is key to the situation, but I found the
Customer Service Rep I spoke to, rude and condescending,
and not at all in line with the spirit of customer
satisfaction I would imagine True.com strives for.
While I
clearly understand that by the “letter” of
the situation, True has absolutely no obligation to
refund my money, because I signed up and failed to
cancel. I understand that. But, considering the circumstances
(that I never logged in after my initial sign up date,
showing no interest in being a member after day 1;
that I signed up and spent a considerable amount of
money with Match.com),
I would think in the “spirit” of
the situation, (if I clearly state that I do not want
to be a member, and have no desire to use the site) True.com would consider making an exception. I understand
that this is a business; but why would True want to
keep the money of someone so clearly dissatisfied with
the site, that they never logged in after their initial
sign up? How does that serve to engender good will
and positive word of mouth amongst True members?
That, to me, sends the message, “we don’t care
what you do with the site, whether you’re satisfied
or not, whether you want to be a member or not, as
long as we’ve got your money”. Needless
to say, I will not be revisiting the site, or recommending
True to any of my friends, for what it’s worth.
Thank you for listening to my 2-cents.
~ Chris B.
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