Ep. 5: The Cancellation Fee

Published December 10, 2010
Last updated December 10, 2010

Watch episode five of Zendesk's Holiday Special Merry Holidays, Please Hold, a comedy series about bad customer service, playing throughout December. Also, sign up for new episode notifications by email and enter to win an Xbox 360 with Kinect!

Episode 5:

in which the bar charges Nelson a cancellation fee for a drink he didn't order.

What is going on for Matt Nelson? Everywhere he goes, he encounters the type of bad customer service you can only describe as Nelsonian. After trying and failing to order food all over town, Matt Nelson decides to drink his dinner. He downs countless Cosmo-Cran-Tinis (his drink of choice) and in a drunken stupor, sloppily hits on a nearby hipster (out of his league) and pisses the waitress off.

When his credit card is declined, Nelson finally snaps, realizing it's the Evil Three who are behind all his customer service troubles.

How will Nelson deal with the Evil Three? Should a man this drunk really try and handle anything?

About Merry Holidays, Please Hold

Matt Nelson, head of Matt Nelson International Social E-Consulting Enterprise Leverage Solutions, has been helping businesses develop their customer service strategies for years. As a result, he singlehandedly invented bad customer service. Hold music, byzantine phone trees, rude coffee shop workers, and the fax machine as a customer support tool are all inventions sprung from Nelson’s cold, dead heart.

But this holiday season, the tables will finally turn on our anti-hero, as he’s shown the true meaning of customer service – both the good and the bad. In this 10-episode comedy web series, Nelson takes a Christmas Carol-like journey through the customer service wasteland he has created; a place where doughnut vendors require voluminous contracts before they sell their goods and restaurant servers become possessed by automated voice-prompt menus. Will he survive? Will he see the errors of his way? Will he stop using fax machines? Tune in and find out.