For a while, I was a panel member for the local cable company to offer my opinion (never in short supply) on the services they offer, the WiFi in home and out in public, BETA-test APPs for the company, and generally socialize with the other panel members. For this service, we received a $10/mo. Amazon.com reward. Nice little perk for doing something that was actually fun for 30 minutes a week. I didn't have any real criticisms of the company, as we have had excellent service for over 12 years with them, rare service disruption, and good speed on our internet service. We are "triple play" subscribers - internet, phone and TV. Others on the board were complaining about the cost, and while it was getting up there, it was doable, considering we were getting all three services. I did agree that it bothered me that new customers get the price break to join, and those of us loyal customers with over 10 years of patronage didn't rate any perks for loyalty. It was noted by some that their calls to get a price break fell on deaf ears.
Then one day, we all received an email that the panel had run its course and would be ending in two weeks. I was going to miss it; I was surprised that I was actually sad about it. The next month we got our bill and it had gone up! Coincidence? I don't know, and maybe I should have paid better attention to the notices with the statement, but it was in my lackadaisical phase with the bills, just making sure they were paid on time and not paying attention unless an amount changed. The bill went from $159.00 to $174.00. I took note. You may be thinking that it was only a $15 increase. Sometimes it is just the principle of it. We didn't have anything fancy in the form of channels, no HBO or paid stations, no sports package, nothing special at all. We do have one of their DVRs.
This was part of the tipping point with me. Everything was just getting too expensive. Ten cents here, a dollar there, 15 dollars to them - where does it stop? I had to change the constant out flow.
Hearing people talk at work, I have heard that other cable companies made customers jump through hoops. It wasn't good enough to threaten to leave, you actually had to sign up with another company, and have an appointment for hook up before they would lower your rates. A friend's mother was also told to go ahead and change - they didn't care! So the phone call to beg for a lower rate wasn't top on my list when I decided to take action.
Action started with printing out a list of the stations in our TV package. We both checked off stations we watch on a regular basis. Most of mine fell in the cheaper package, but my husband loves the History Channel. I was willing to give up the DVR, and he agreed to lose the History Channel to save some money.
I called the company and explained it was imperative I lower our expenses, and I would be returning the DVR and wanted the cheaper package for the TV. I did mention how much my husband loves the History Channel, but he was willing to give it up for the sake of the budget. Problem was, the packages I saw online were for the new customers, and that if I changed our package and dropped the one with the History Channel, our bill would actually go up $5.00. 'Scuse me? Go up? Yes, we were grandfathered in and allowed to keep our old rate as long as we do not change anything.
I think the feeling I had was how it actually feels to be between a rock and a hard place. I had to play hardball. I didn't want to do it, but I did. I said the words I didn't want to say: "Perhaps we need to change to the competition," followed by, "I hate to do it. We have been so pleased with your company for over 12 years." She checked the computer, and it was over 12 years, with perfect payment history. It meant nothing. There were no offers available at that time. She did, however, offer to connect me with customer service for new accounts. I asked what good that would do, and she told me to tell them exactly what I told her, and they may have offers she did not. It was worth a try.
I was connected to a very nice young man, Anthony. I repeated everything I told the other customer service girl, and he checked our history also. Then he came back with the deal of a lifetime: he was able to give us the new customer deal, I could keep the DVR, AND - here it is - FREE HBO for a year. The rate was for one year, and I would have to call back in a year and look for new deals, but this was the nicest thing any company has done for me in longer than I can remember. I thanked Anthony many times, and I came away with a new respect for their customer service.
After taxes and fees, the new rate is $137.00, a $37/mo decrease. It paid to make the dreaded phone call, and I am not only saving money, but have a new-found respect for our provider.
Total savings for one year: $444.00.
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