IMDebacle: Free trials, tribulations, and mixed expectations
So a couple weeks ago I signed up for a free 14-day trial of IMDb Pro so I could access contact information for Matt Groening’s agent in hopes of seeking permission for creative rights to use Futurama characters/plotlines in a parody story for this year’s Rectangle. Parody and satire are generally protected fair use as forms of free speech, but it’s sort of a gray area and depends on the exact use, and Fox is really into suing people, so I figured I’d play it safe. Of course, we ended up coming up with an alternate pardoy of the same situation (Drexel’s new president), and I ended up being insanely busy with finals and work so I never ended up calling. Regardless, really cool that I could get phone numbers like that, which are nearly impossible to find elsewhere on the internet.
So, first bad experience - I forgot to cancel the trial and was charged the monthly $12.95 fee. Now, this is certainly my fault for not keeping track. But, it would be nice if they adopted a model similar to Amazon Prime (seeing as they’re part of Amazon) who defaults to not charging you once the trial expires.
Maybe not the most profitable model, but certainly better for customer relations. But maybe IMDb users are more likely to keep their subscription than get rid of it, so this could be a reasonable default? But even if it wasn’t a default, it would at least be useful to have the option.
Instead, IMDb suggests you “Cancel” your trial so you won’t be charged — but you’ll still be able to access the service for the remainder of the trial period. Now, this is pretty much the same thing as Amazon’s process looking back on it, but the language is downright uncomfortable. At the time I signed up, I was skeptical as to whether I would still have access to everything if I “cancelled” — even though it was explicitly state that I would. I just don’t trust that word, particularly having dealt with services like Comcast where cancel means cancel — they come pick up that cable box right quick, no waiting until the end of the billing cycle.
So, after I entered non-trial territory, and read the help page for registered users that said basically the same thing (you can cancel but still have access until the end of your billing period). Canceled my account, and left some feedback (which was a bit more glib than I usually am since I figured if anyone actually read it they wouldn’t give me a refund, but might be so moved as to change the system):
A couple hours later I go to log back in, and it says my account is suspended and I have to renew to access it! I started writing a furious blog post about how either the help pages had been lies or the renewal screen was entirely misleading — fully intending to submit a help ticket after recording my experiences.
But, a few minutes into writing I noticed an email from the IMDb Help Desk (which unfortunately didn’t have the message in the email, had to click on the link…but the message made me forget that inconvenience temporarily):
Greetings, Jamie;
Thanks for your feedback.
Based on your message, we’ve cancelled your IMDbPro subscription effective immediately.
Under normal circumstances, our subscription fees are non-refundable, as per the terms of our subscriber agreement; however, as a professional courtesy, we’ve requested a refund for the recent charges. This refund should appear on your next credit card statement.
Best of luck, Jamie!
——
Regards,
Nadia
The IMDb Help Desk
Well that entirely changed the conclusion of this blog post. Just three hours and thirteen minutes after my cancellation and passive aggressive complaint, my initial problem was resolved. Sufficed to say, I’m quite impressed with that level of customer service, particularly from a company with whom I have no other economic relationship.
Moral of the story #1: Leave feedback because someone might actually read it. Promptly. I was going to let it go as my mistake, but IMDb went above and beyond my expectations here — and saved themselves from a scathing blog post.
Moral of the story #2: For best experience, free trials should not require cancellation, but auto-renew only by opting in — ideally with a friendly email prompt to sign up when the trial is almost over. And if that’s not business friendly, “cancellation” processes should be logical, clearly expressed, and engender trust. At least that’s my take. What do you think?
