I called Lovefilm to cancel my account this morning, which I expected would be a pretty straight forward affair…far from it. It went something like this:

Me: I would like to cancel my account.

Lovefilm: Ok, sir – can i ask you why.

Me: I dont use the service at all.

Lovefilm: Fair enough – as you don’t have time to use the service we could downgrade you to the £4.99 package which allows you…

Me: Thanks, but i would like to cancel.

Lovefilm: Ok, sir – what we could do is put you on a price plan for £2.99…

Me: I just want to cancel.

Lovefilm: Ok sir – we could give you a month free and then put you on a…

Me: Can i just cancel please – this is ridiculous.

Lovefilm: Ok sir I will process that – can i ask you if you have enjoyed the service?

Me: I had up until this call…

Now, that changed a calm and easy morning into a frustrating one in a matter of a few minutes. It changed my perception of Lovefilm completely and now i would not consider going back to them, where i would have before.

If a customer wants to cancel, its fair enough to try to do a member save once, but when the customer says “No thanks”, listen to them!