Win-Back program Wheel of Shame
We've been been a DirecTV customer for a couple of decades, though I've seen many posts here saying that "AT&T's a business" as if that trumps customer loyalty.
Our latest discount was about to expire, I called to ask what sort of retention promo was available to us. I was offered nada. The cost was to increase to $90/mo for a Select subscription. I cancelled and was told to await shipping boxes. (In the past when DVRs failed they did not want them back.) Today, I tried again, asking to speak to the "Win Back" department, which is currently operating from a hotel in the Philippines. After lots of questions and typing sounds I heard $89, then $30, then $40. He said that would be for a 12-month contract and I would get a $200 Visa debit card. I accepted the offer. While he was preparing to send a signal to the DVR our call dropped. He didn't call back so I ended up having to start over, ultimately reaching a woman in the same hotel. More questions and typing sounds, ending with "the best promo I can offer you sir is $49.99 for 24 months". I said that's no better than what new customers get and cited the following from their current promo page.
"ALL INCLUDED PACKAGE: Ends 6/27/20. Available only in the U.S. (excludes Puerto Rico and U.S.V.I.). 1st & 2nd year Pricing: $49.99/mo. for SELECT All Included"
Besides wondering what happened to the offer the guy had made 30 minutes before, I wondered how ATT can justify paying a contractor to drive 400 miles round-trip from El Paso to our town to install new equipment, but not want to retain a known-good customer using existing equipment (pre-Genie). Then I found this article about AT&T wanting to "clean out low-ARPU" customers. Maybe that explains it, but it stinks.
Will they be asking for a bail-out?