Trying to cancel Comcast

[Quattro Pete]

Originally Posted By: LazyPrizm
I've always wondered... are these "retention specialists" paid by commission based on number of people they get to no unsubscribe?

It certainly appears that way based on how that conversation went.

 

[Hokiefyd]

Originally Posted By: LazyPrizm
I've always wondered... are these "retention specialists" paid by commission based on number of people they get to no unsubscribe? That'd certainly give them an incentive to do whatever it took to frustrate you to the point of hanging up.


If not directly commission- or quota-based, I wouldn't be surprised if there were incentives to keeping folks in-service.

Truthfully, I'm surprised they "admit" to the customer that they have a "retention department"...essentially indicating that they have a specialized group of folks dedicated to (and presumably trained for) the sole purpose of convincing you to stay.

 

[javacontour]

Imagine if they would just lower the rates so fewer people left in the first place. No need to hire "retention specialists" to keep them.

By and large, happy customers don't leave. If you don't want them to leave, keep them happy. Then, no need for the hard sell when someone wants to go.

 

[Quattro Pete]

Ah, but that's the whole business model: get you signed up for a low introductory price, then jack it up after 6 months, and then make it very difficult for you to leave. I'm guessing that even after you factor in the cost of hiring "retention specialists", you still make out like a bandit.

 

[Hokiefyd]

Originally Posted By: Quattro Pete
I'm guessing that even after you factor in the cost of hiring "retention specialists", you still make out like a bandit.


No need for guessing. We know that's the case. And we know that's the case because that's what they're all doing. They're very good at knowing how to play the game. If they could make more money doing it a different way, then they'd do that.

 

[javacontour]

They know it's more expensive to get a new customer than to keep (milking) the ones they have, I'll grant you that.

I'm just saying if the service is great and reasonably priced, instead of 6-12 months of artificially low followed by higher prices, wouldn't folks be less inclined to shop around?

On the other hand, customers can play the game too, why not suggest I'm leaving, they knock X/month off the bill for the next 12 months and I stay. It's not like I am tied into them for e-mail, and I can overlap the new service so I can clear out the DVR before it all goes back

 

[Quattro Pete]

Originally Posted By: javacontour
On the other hand, customers can play the game too, why not suggest I'm leaving, they knock X/month off the bill for the next 12 months and I stay.

Agreed. Although in some parts of the country, Comcast is the only viable option for high speed internet.

 

[sleddriver]

Originally Posted By: javacontour
They know it's more expensive to get a new customer than to keep (milking) the ones they have, I'll grant you that.

I'm just saying if the service is great and reasonably priced, instead of 6-12 months of artificially low followed by higher prices, wouldn't folks be less inclined to shop around?

On the other hand, customers can play the game too, why not suggest I'm leaving, they knock X/month off the bill for the next 12 months and I stay. It's not like I am tied into them for e-mail, and I can overlap the new service so I can clear out the DVR before it all goes back

In the past, they've bet on lazy consumers who want/need their service, and go for easy cheap bait, without thinking of the long-term consequences. I.E: They're easily 'hooked'..and remain hooked.

Now, people have wised up, willing to take the time to shop around, questioning their earlier decision on a monthly basis when the bill arrives, they have to deal with 'customer no-service' and the amount of Bravo Sierra that now goes for 'content', not to mention the regular rate increases. Eventually the pot boils over, people start questioning this 'racket' and so something about it. Evidently they're doing it in droves as the customer reps are getting & feeling overwhelmed: Yet another customer has called saying NO MORE!

Re: ATT...their CRD has more power to offer better deals than ANY of the front-line people most connect to when they call the number on their bill. The front-liners are rookies, new hires, given a script and not allowed to deviate from it. Nor authorized to give better deals. Period.

Personally when dealing with Att's CRD, I don't have to get mad or threaten to leave, etc., I just ask for a better deal. If I don't get it, I hang up and call back and ask someone else. Depending on which area (call center) you're connected to, the deals might change in your favor.

You're correct it's a game. To keep from getting screwed, one must learn to play it well and often. Being adept at strategy & tactics really helps. ATT's own CSD reps have told me this...it's just a game.

Life's hard. It's even harder when you don't think and question. It's a great thing more & more are questioning the hooks in their own throats and taking time to remove them. They're wising up and big-media knows it...and is panicked about it.