LinkedIn or Out: Customer Service Fail Is a CX Fail
Target Marketing readers obviously like to be “connected,” and displayed an unusual interest in a piece a few months ago which was not as kind to LinkedIn as it might have been. I was rather caustic at LinkedIn’s repeated efforts to seduce its regular basic account (Free) holders to Premium usage. A one-month free trial is enticing, especially when promised a reminder before the free trial ends.
So far, so good — until you try and cancel the trial. The problem — in this case, I was charged for Premium after having cancelled well before the trial expiration date. I wanted the charge refunded. Now it is like visiting the house of mirrors at a carnival. It's a LinkedIn customer service fail.
My LinkedIn Customer Experience
The way through the Help facility is easy and inviting. But once inside, you are turned around and around with dizzying regularity — from one screen to another — always being asked optimistically if the problem has been solved: and being offered nothing new when it has not.
Clicking on the magnifying glass takes you immediately to this helpful screen: The “Cancel Subscription” button on the right seems like a light at the end of the tunnel.
But, alas, no! All it does is cycle me back to nowhere with nowhere to go … unless, of course, I want to “Try,” “View,” “Buy” or “Buy” one of the products. And I’m not going there again.
LinkedIn Customer Service Fail
What is truly amazing is that there is no contact with anyone, live or robotic.
The fairly incredible irony of a company, with a mission to connect the world’s professionals to make them more productive and successful, is in not allowing the customer to have any contact with any individual. It would be laughable if it weren’t so profoundly off-mission. But it is. Jane, one LinkedIn executive contacted informally, admitted ashamedly: “You can’t talk to a live person. Even I don’t have any CS direct contact.”
Will I be able to do anything about having been wrongly charged and unable to reverse it other than refuse to pay, spend some time in jail making direct contact with some of the world’s unsavory professionals, and be no better off at the end of the game?
All I can ask you is to comment, tell me what you think of this CX and, most importantly, watch this space.
Related story: LinkedIn Ought to Be ‘LinkedOut’
Peter J. Rosenwald is an expat American living and working in Brazil; founder and first CEO of Wunderman Worldwide, International Division of Wunderman agency) and first chairman of Saatchi & Saatchi Direct Worldwide; strategist and senior executive in charge of building subscription and data-driven marketing for Editora Abril, Latin America's leading magazine publisher; founder of Consult Partners, active strategic marketing consultancy working in Brazil, U.S. and U.K. International keynote speaker on data-driven marketing and author of "Accountable Marketing" (Thomson), "Profiting From the Magic of Marketing Metrics" (Direct Marketing IQ), and "GringoView" blog author for Brazilian Huffington Post. With an international perspective, my blog's purpose is to share my maverick views of this business I've spent the last half-century working in, enjoying and observing.