Join Date: Aug 2005
Location: Ellicott City, MD
Comcast can lick me
I've never been a huge fan of Comcast, but man do they really suck at the customer retention.
So they have a $29.99 a month for 12 months digital basic package with HBO. Throw in the HD box and DVR and it comes out to around $50 a month for 12 months and then it goes up to around $80 a month there after. This is for 'select customers'. Well they called and offered it, I dunno, maybe a month or two ago to us. I declined at the time. Well the wife and I just got an HD LCD last night, so figured, lets go for it now.
"I'm sorry sir, the offer is only for new customers, not existing customers"
"No sir I am sorry, you can't even get that package at the regular rate, the digital basic is ONLY for new customers. The most basic digital package you can get is the perferred with 100 extra channels. Yes sir that starts at $78 a month plus the HD and DVR boxes. Yes sir that is $136 a month including the internet. I am sorry to hear that your considering switching providers. Did I answer all of your questions today? Okay good bye sir"
That was basically the conversation minus my part. So instead of simply even being able to upgrade and only pay around $15 a month more (the DVR and HD boxes), it would be around $35 a month more then I am paying right now. Screw that.
Verizon nicely enough offers it for around $130 a month for internet, cable (HD), DVR AND phone (so basically what I am paying now for cable and internet from comcast and basic local phone from Verizon). Plus for the first 6 months $30 off the bill. The $130 a month is for 2 years and at least according to the woman my wife talked to, they don't list their regular rates because they extend the promotional offers to existing customers. Well, okay even if it proves false, I can always switch back to Comass in 2 years for one of their promotional deals since I would be a new customer and then go back to Verizon when the promotion is up.
Oh and the Verizon person was nice, 'conversational' and more then willing to expain everything...the exact opposite of comcast. Nothing new with Comcast's extremely unhelpful customer service...but damn man, how the hell haven't they figured out that the two most important parts of a utility, especially since like a content provider is 1) Make sure you shit works all the time, or damn close to it 2) have nice helpful people who make you feel 'special', even if there isn't anything special about you, when you call and need to talk to a human.
I can't imagine that it would have really 'cost' comcast to have 'bent' their rules and given us the basic digital package, even at just the normal rate, or hell even at the promotional rate. It would have kept a customer. Considering the actual cost for providing the connection is limited it is mostly pure revenue with little ongoing cost to them that isn't inherent in the business itself (more of an ongoing cost that isn't dependent or very losely dependent on subscriber base size).