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 buckinghamBuckingham Pa
join:2005-07-17
Buckingham, PA
 ·Verizon FiOS
| Cable-cos do it, too... It's funny to me that the Cable-cos complained about this while at the same time making similar calls for customer retention. That happened to me when I bagged Comcast HSI years ago when VZ DSL was finally available to me here. (and despite the DSL being "slower", it had much better and more consistent service throughput based on parallel testing for a month at that point) Comcast did the same a few weeks ago when I gave them the heave-ho in favor of DirectTV. (Yea, I know, not telco, but still a similar customer retention setup) | |
 DogfatherPremium
join:2007-12-26
Laguna Hills, CA
1 edit | The difference is cable does the retention when YOU call THEM to cancel. Virtually all companies transfer you to retention when you call them to cancel.
But here, Verizon was making an unsolicited retention call after receiving a port request from their competitor. | |
fiberguyMy views are my own.Premium
join:2005-05-20
kudos:3
1 edit | reply to buckingham
said by buckingham:It's funny to me that the Cable-cos complained about this while at the same time making similar calls for customer retention. That happened to me when I bagged Comcast HSI years ago when VZ DSL was finally available to me here. So? Who cares about your HSI.. I happen to have both cable modem and Qwest DSL.. I had Qwest first.. if I called Comcast to order HSI and they tried to cancel my DSL, I'd go postal.
The difference is that phone involve porting.. only one provider can have the number. So, one is the winning company, and one is the losing company.
Say you have Verizon and you want to order a phone line from Comcast and you take a Comcast native number, VZ has no clue what's going on.. that cenerio matches your HSI issue.
So, your "similar" customer retention issue is not no similar.
When a port request is sent to the "losing" company, their job is to release.. end of discussion.. don't care who it is.. cable, phone, cellular, VoIP.. period.
Verizon wants to tell the customer about "all their options".. I find this to be borderline illegal. In the early 90's, in Sacramento, there was another company that started to hard wire cable TV service. Sacramento Cable TV was offering a "special offer" in what became the "comp area" which was the Arden area.
Sacramento cable got slapped BIG time by johnny law for unfair competition.. why? Bottom line is that Sacramento Cable had a rate for SOME customers, but not all.
Move to Verizon's statement of telling the customer of "all their options".. I find that BS. The customer was already told their choices.. it wasn't until they wanted to leave that they suddenly had more choices/options. Wait! If THAT customer gets to leave and gets a better price than me, then *I* want the same price..
Verizon told them all of their options, it's called the rate disclosure. It wasn't the customer decided to leave that "suddenly more options are needing to be told"..
PERSONALLY, I believe that retention offers should be, and probably already are, illegal. I think they are anti-competitive and already violate laws. If a company wants to offer and introductory offer, which many do, fine.. those are available to all new customers equally. The so-called "retention offer" is where they need to put the stops to. If they did that.. I'd say, "let them do that one last phone call to the customer"..
I'll be honest, I've canceled service before NOT for the offer ( I don't pull that kinda crap that so many love to ) I did it to get their attention. At that point, I'm telling the customer service people that they failed me. Qwest did this to me with their DSL the other day.
They didn't bury the line deep enough.. a weed wacker cut the line in the ground.. it took me 2 days and 20 phone calls to get a service call. (NO JOKE - NO EXAGGERATION) I finally said "I have cable and DSL - DSL gotta go".. went to the "retention department" and asked it turned off. I gave them a 36 hour disco.. with in 24 hours, the phone rings.. I told them the problem.. they threw an offer at me which I declined. (I'm fine with the $40 price tag) I told them the only way I will cancel the service call was 1) send a tech out to fix it. 2) I want a service credit for the down time.
Wow! What a way to save a customer; simply do your job! | |
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