A new customer of ours asked a question on our Facebook Page this morning and I thought it deserved a more thorough explanation than the one I gave him there.
His question was:
Hi!! My family just ordered DSL yesterday, and I read few reviews online. One person say that there is cancellation fee if you cancel in one year. Is this true?? I couldn’t find any information online or sales rep didn’t mention it at all.
That’s a very good question, and the answer is simple. The reason our customer service rep didn’t mention anything about Worldline cancellation fees is, we don’t have any – unless of course, you want to have one.
See? Told you it would require a longer explanation. Our new Worldline customer up there has no cancellation fees for his DSL service at all. All we ask for is 30 days notice for a cancellation. The same thing goes for all of our products and services, be they our DSL Unlimited Internet and Digital Home Phone Bundle, our long distance services etc.
Except for our cable Internet service. We offer our customers the option to have a two year contract. It’s not mandatory, it’s an option and the reason so many of our cable customers are going for it is, with a two year term, that kind of guaranteed revenue allows us to lower what we charge to the bare minimum, while ensuring a profit. Signing up for a contract saves our cable customers an additional $10/month off an already industry low monthly fee. It’s good for them, and good for us.
Why doesn’t Worldline have mandatory contracts?
Our no mandatory contract policy works for us principally because we trust our customers to stay with us due to three things: First, the services we provide, second our pricing and third, and most importantly for us here, how we care for our customers.
We work day in and day out to ensure that once we have a customer, we keep them as our customer. We look at it like this; we’re all in this together. Worldline, though it has 200 employees and offices on a couple of continents, we are still relatively small player in the industry and we are taking on Big Telecom head on for our customers. Since our inception over a decade ago that’s what we’ve been all about – helping Canadians get a better deal on their telecom, and being all nice about it while we do it.
It’s a big part of our culture. The folks at Worldine understand what we’re all about. They are happy to provide Worldline services to our customers. They are enthused and pretty much evangelical about what we do here. To put it simple, Worldline folks are “In!” and strive everyday to make our customers as happy as possible by connecting them to one of our services.
We’re “In!” because we know we’re not trying to pull a fast one on anyone. A perfect example of which is, unlike some other telecoms we know, we have no hidden cancellation fees.
Thanks for the question, and welcome to Worldline. I think you’re going to like it here.