When I give talks about interface design, I often use RCN as an example of a poorly-designed phone system: Years ago I was unable to give RCN money using my credit card because their telephone system gave the wrong instructions on how to enter my credit card number. And RCN didn't ever put a live operator on the line to accept money, which I found truly weird (not to mention counter-productive).
Yesterday I received a prerecorded phone call from RCN that violated FCC regulations. RCN must give me a phone number to call to stop futher calls but they didn't do so.
But RCN made an even worse mistake: RCN made the call in the first place — to someone who vehemently hates prerecorded phone calls. I'm on the "Do Not Call" registry; RCN may be legally entitled to call me because I am a customer but that doesn't mean that it's smart to call me. Instead of honoring my clearly stated "Do Not Call" preference, RCN chose to harass me with an unwanted call.
Of course, I know how to fix this problem: I can drop my business relationship with RCN. That would be a pity, because their Internet technical staff actually has a clue. If only their marketing folks could learn elementary rules of etiquette. Let's see how they respond to my email to them. And maybe an official FCC complaint as well...
Topics: · business · marketing · privacy · telecommunications
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