If you read the chat log he posted, it actually makes him look bad more than anyone else. Yes, it's bad, shady practice to require someone to call you to get a refund you promise, especially if you don't list that they have to call you anywhere.
But again, looking at the chat log, the 99 Designs guy is very apologetic and helpful and Andrew immediately says "OK, I think I'll blog about this and post it to Hacker News and see what everyone else thinks." (This is in response to "Justin" from 99 Designs apologizing for the inconvenience of requiring a phone call).
I don't even see a big deal about requiring a call, as long as the call itself goes smoothly and they don't give you the runaround or use bullying tactics to talk you out of it. They offer refunds if you contact them... that on its own doesn't sound shady or like a bad practice in any way. I'm not sure why the author feels entitled to an automated refund process--the biggest impression I get from the post and chat log are that he just really doesn't like talking to people on the phone.
Yeah. Requiring a call in for cancellation is shady but the guy just seemed like he was looking to whine/complain. This guy must write a lot of blog posts about every company who makes you call vs email. I hope he never has to do anything with the DMV- They make you go in person some things! shudder
But again, looking at the chat log, the 99 Designs guy is very apologetic and helpful and Andrew immediately says "OK, I think I'll blog about this and post it to Hacker News and see what everyone else thinks." (This is in response to "Justin" from 99 Designs apologizing for the inconvenience of requiring a phone call).
Hacker News is not your personal soapbox.