A couple of days ago I wrote a post regarding Cycling.TV’s poor (in my opinion) customer service. Harold Dalton took the time to respond to my post in the comments.

I sent Harold the following email AND followed the instructions he suggested in his comments, but thus far, have not received a response to any of my inquiries:

Harold —

You were kind enough to comment on my blog post regarding Cycling.TV’s shockingly terrible customer service, and offered up the following suggestions:

  • Posting on the Innertube community
  • Direct messaging me [Harold Dalton] on the Innertube community
  • Direct messaging us on Twitter (@CyclingTV)
  • Emailing me personally (my first name dot my surname at cycling dot tv)

Wouldn’t it be simpler to actually place a “My Account” section on the website (as mentioned in the Legal section) that allows people to cancel subscriptions online?

I’ve read the InnerTube forums … it seems like I’m not the only person to complain about the inability to EASILY cancel a subscription. In fact, from reading the forums, it seems as though many people don’t get any relief after posting there either.

One would think that a customer-service oriented company would listen to its customer complaints and take steps to address the overall problem to reduce the number of public complaints, rather than merely addressing the individual public complaints as they occur.

Here are the steps I’ve taken that thus far have not resolved the issue … I’m still being billed quarterly for a service I’m no longer using, and have been trying to cancel for about a year:

  1. emailing cyclingtv@jump.tv
  2. posting on TheInnerTube community
  3. direct messaging “halverde” on TheInnerTube community

Cycling.TV is a great service when it’s actually working properly … and I understand that losing some major races to NBC Universal has hurt your ability to provide the same levels of coverage as in years past, but you’re never going to retain customers (or more importantly, attract new customers with whose revenue you can go after larger races again), unless you make a concerted effort to improve your customer service processes.

The number one reason why clients switch providers for any sort of service isn’t pricing … it’s customer service, most often the perception that the company providing the service doesn’t care about their customers. And believe me, that’s the perception that most of the people in my local cycling community feel about Cycling.TV.

You’ve got major problems that need to be resolved, sooner rather than later.

So, since I still haven’t received a response, and still haven’t received a refund, I’m forced to take the issue public again in the hope that not only will I find some relief for my own particular issue, but that the powers-that-be at Cycling.TV wake up and realize that their business practices are ultimately going to harm them, rather than help them.

A search under the word “cancel” on their forums page will show that I am not the only person experiencing these problems with Cycling.TV’s customer service.

http://theinnertube.cycling.tv

In addition to posting here, I am also sending this open letter to VeloNews.com and Cyclingnews.com in the hopes of getting wider coverage of this issue, and as always, links to this post will be posted on Twitter and Facebook.