Connections advisory

[RickinNYC]

Hi folks,

Although I've seen quite a few positive posts re: Connections, I still feel compelled to offer a word of advice.

A few years back, I was directly associated with Connections' parent company, Memberworks (based out of Stamford, CT). Although I was working for their own subsidiary internet start up (incentive based aggregate site of "deals"), I was made privvy to their customer service methodology.

It is their unwritten policy that they do not initially cancel memberships at the first request. For the most part, customer service reps do honor the request but not all. In fact, their customer service reps are encouraged to "ignore" the customer's first appeal so that Memberworks may bill at least one more month's membership to his/her credit card. They are counting on a couple of things: 1.) that the customer won't catch it due to quite a shockingly large percentage of folks who don't actually look at their statements and only pay the minimum due, or 2.) that the customer will catch it, contact customer service and then be told that there is no record of a cancellation request and that you are not the argumentative or confrontational type.

This tactic works surprisingly well and, though highly unethical and NOT legal, is supported and known among their management. Absolutely nowhere is this policy written. No one will acknowledge it but it is common practice.

In fact, when I was finished with the project I had been working on, I made a point of going to a colleague in the customer service department and made certain he deleted all billing information from my employee account. That was absolutely the only way I trusted that it was done properly.

And for many, many months afterwords, I checked and rechecked every single line item on my statement to insure they did not slip any charges in.

This may very well have changed and I absolutely hope that it has but I thought you all might appreciate the insight from inside.

 

[DMRick]

I certainly realize you feel compelled to keep warning people about Connections on this board. I know you have brought up problems with Connections before on this list, (although I didn't realize you actually worked for one of their companies)..but many of us have found them much improved within the past couple of years. You do mention this was a few years ago, and I think many things have changed. I do not believe it is their policy to not cancel when you call...at least not at this time.
I cancelled recently and I got a follow up phone call (first time ever), wanting to know if there was anything they could do to make up for what ever reason I cancelled. I said no, I just no longer needed the membership, and she was very pleasant about it. There was no charge on my credit card this month, and I had cancelled within days of the expected billing. I think they have worked on their customer service, as well as any large company does.
The main warning I would give, from my own research, is not to use a debit card. Most problems with Connections (well, any on line sign up program) seems to stem from debit cards. I don't know what the problem is with them, but it almost appears the companies don't get the OK from the bank and put them through again. And debit cards are hardest to deal with as far as cancelling with your bank. Those on this list who have had more recent problems with the debit card, have had satisfactory endings.
As I've stated before, I have had double billings from Disney when I shop there (again two weeks ago, I had a double billing for Pal Mickey!)..the difference is, they seem to catch it right away and the credit is also on the same billing.
So if we like it or not..we have to keep an eye on our charge billings, to make sure we only pay what we owe..no matter what company we deal with.

 

[RickinNYC]

Originally posted by DMRick
I certainly realize you feel compelled to keep warning people about Connections on this board. I know you have brought up problems with Connections before on this list, (although I didn't realize you actually worked for one of their companies)...

I believe you have me mistaken for someone else because I've never posted my thoughts or opinions about Connections before. Plus, I posted this simply due to what I know and not supposition or guess work.

 

[momof2inPA]

Thanks Rick. I was hesitant to join Connections, so I bought a few vouchers on ebay and on disauctions. They may not save me money, but I have paid for the meals up front, and I will not have to watch my bank account or credit statements like a hawk. Yes, I know that is against their policies, but their policies stink, don't they?

 

[SB in KY]

Just posting my opinion...we have joined and cancelled Connections twice in the last 2 years and have not had any problem. Both times they credited my Visa acct for the correct amount of $$ with the amount being credited to the account within 48 hours of my call. We also have always gotten exactly what we ordered from them promptly with no billing errors (yes, I always check my statements...I even keep receipts from all my charged transactions!!)
I have never used a debit card with them, but I agree with the previous poster that for some reason many of the complaints I have read involved debit cards.

 

[4greatboys]

Thanks for the info Rick. I'm a Simple Escapes member and I, luckily, havent had any problems but have read about many others that have. I think its good to pass on the info, while some dont have any problems atleast this is a heads up just to be on the watch.

 

[clhcpaca]

I just returned from 2 weeks in WDW and have a breakfast and MK lunch voucher unused. I thought I read that they could be returned within 90 days. (I just got them a month the first of this month) Can't find my Connections paperwork right now! Has anyone done this and were there any complications with the return?

Also, how long does it take you to get the credit back on the giftcards, like from Toys R Us or Red Lobster? I am on the monthly plan--enrolled thru Lillina Vernon and was wondering about the time lag.

Thanks for any info, Cindy

 

[Lewisc]

Rick--Thanks for the insight.

 

[DMRick]

I'm sorry Rick, I thought it was you before..that person mentioned much of the same stuff you did..I kept a copy but not the person's name. Have you personally had a problem with Connections? I only ask, because I've joined and left many times, and haven't had any problem that was theirs (I messed up once). While I recognize some have, I also know many, many have not...especially recently in comparison to the many who have been pleased. I feel the percentages in the last couple of years of those who have have been very low..no more so that the complaints I see on line about Penny's or Sears. I think you are more likely (and pay more) to have a problem with a seller on eBay..prob better to not even use them if you can't get the direct prices).

For the person who asked..my rebate showed up on my credit card in 28 days from my purchasing. If you call Connections, they will let you know about returning unused cards..however you do have to send them registered mail, which eats into the profit. If you are only looking ot get back what you paid, you might want to ask Pete if you can mention you have extras, and see if you can have people PM you.

 

[RickinNYC]

No worries! I figured you were must mistaking me for someone else!

But in answer to your question, yes, in fact, I did have many, many problems with Connections a number of years ago. In fact, when I started working on that project for Memberworks, I was stunned to learn I was working for what I had considered to be a totally inept company.

They have so many different names, it was near impossible to keep track!

Perhaps the policy I had discovered is no longer in place. I certainly hope that's the case.

 

[DMRick]

I did have many, many problems with Connections a number of years ago.

I'm hoping that's the key..a number of years ago. More and more are having positive results..I hope it keeps up..just remember folks..no debit cards LOL!

 

[gabbygrennell]

I wanted to write in and let you know, that I too used to work for a company who had the same unspoken policy. I do not know if it was connected to connections in any way or not... but it was very similiar!
The company basically made available very good deals on everything from vacation pkgs, hotels, car rentals, home stereo equipment, home furnishings you name it!
I worked there for one month... lol~ after realizing what kind of company it was, I quit.
But, I worked in the dept that answered phone calls from customers. The vast majority of these calls were from customers who A: had no idea they had signed up somehow for this "company" B: wanted to cancel their membership or C: had called in previously to cancel their membership, but it was still being billed to their cc

My job: do whatever it took to get them to keep their membership... tell them more great deals, offer them incentives, and if that didnt work... tell them you had cancelled it when in all reality you did nothing. We also had to give them a confirmation number if we did cancel the membership... I cannot tell you how many people had called in before, but for some reason did not write it down... and how many people working around me, rattled off some number... a useless one.

I recently had a great experience with connections, no problems at all. But when I read this, I just wanted to help make people aware, that things like this do go on! So, take precautionary measures... right down names, dates etc... and if they give you a confirmation number, write it down, then make them repeat it back to you

Also, if any one is as sceptical as me... when I called to cancel my membership, i iwaited for a week after, and tried to log in to the site... figured well, if they had not cancelled me, I would still be able to log on, and then I would call back... well, I was right... they had cancelled my membership, and therefore I was unable to use the site!
gabby

 

[Ursula]

I also had no problems at all with Connections. I joined, bought my vouchers, and cancelled within 30 days, and there were no extra charges or pressure to stay when I cancelled.

clhcpaca,
I also returned vouchers I did not use and was credited in full for those. There was no problem at all. The instructions for returns are in the Connections paperwork. Unfortunately, I threw the paperwork out after I cancelled so I can't help you there. I believe I had to send them certified mail.