So I’m a very loyal Chase Bank customer, and I have been for over 15 years. I like them 1000x better then the west coast banks like BofA and Wells Fargo that charge fees to me where they bear no / very little cost. Don’t get me started about how BoFA charges me $3/transaction for using my ATM card – on top of what the ATM provider charges – in towns where there are no BofA ATMs. Paying $6 to take $60 out of my account is robbery. But I digress.
I got a notice in the mail from Chase saying (emphasis mine):
We are changing the way we manage our customer’s preferences…This change allows you more options to specify which mail offers you do not want to receive.
Now I’ve spoken my share of corporate-speak over the years, but it took me a minute to even understand this sentence. My first reaction: “thanks Chase! I really wanted more ways to tell you NO”. I’m surprised that they didn’t add on “our consumer research has told us that you like checking more boxes”.
But then came the real evil sentence (next to 9 checkboxes and a signature field):
unless you tell us otherwise, you may begin to receive offers in the mail about these products and services
So chase managed to take my “NO, nothing in the mail please”, and turned it into 9 separate yeses. I guess no really means yes if you work at a bank. This is exactly how companies get the bad reputations that they do. And now with most banks becoming megabanks, they can get away with it. Sad, really.
I’ll file this away in the “if you ever catch me wanting to do this, slap me” category.
Didn’t Yahoo do this very thing 5 years ago?
I know that yahoo switched to like 13 checkboxes (which is annoying all by itself), but I don’t remember exactly how they did it. I would hope (and knowing the people involved, I would think) that you being opted out left you that way. (but opted in people got more ways to optout). But if not, Yahoo deserves the same scolding – that would be crappy.
Thanks Scott for the great post! I got this one while searching content for management presentation I have to give tomorrow. Will mention you there!
you got a nice blog here and very informative. its worth the park 😀 i’ll be visting yours more often. 😀