I had to cancel Ooma a few times, and each time I did try to cancel, the customer retention department kept rolling through a few other options I could take to keep services with them. I understand that customer retention department is supposed to try to keep the customer, but no means NO! With that said, they make it very hard to cancel, and there is no way I could cancel my account online, so going through customer retention is the only option to cancel services. With that said, if I had to cancel again in the future, I will know it would be a phone battle to cancel services.
So how can Ooma fix this? Well there are two options. First, offer a way to cancel online. Yes, this will mean that customer retention does not have the ability to do their job, but there could be a page of available options the customer can refer to before clicking that final cancel button. As for telephone cancellation, the customer retention department shouldn’t be going in circles in hopes that the customer will cave, and just keep th e service. With that said, I don’t see either of these options as something Ooma will do.