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Thursday, February 2nd, 2023 8:30 PM

Retention Customer Service Nightmare

Anyone else have nightmare stories about having to call multiple times to beg for 'promotions' to keep your bill in the same ballpark from month to month?  Anyone else have the experience of some representatives giving incorrect information - just told I had promotions for 12 months only to find out from another that some of my existing promotions expire until May so not only will my bill dramatically will go up AGAIN (requiring another phone call) - but there is no guarantee a promotion will be available at that time.  Feel for the CS reps - can't be any easier on them.  

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1 year ago

For as annoying it is to do the the annual 'negotiation' to keep the bill reasonable this year takes it to a whole new level.  Essentially the answer is "nope - $20 discount and that's it."   I've always accepted paying a premium for UVerse but this pushes the limit - time to shop elsewhere.  Time to vote with $$, enough is enough.          

ACE - Expert

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10K Messages

1 year ago

Aside from the fact that no company is obligated to provide ongoing promos (since the point of promos is largely to gain you as a customer in the first place), it is not clear that they really have a desperate desire to keep U-Verse customers anyway.  U-Verse is a deprecated service that they'd likely be happy to be out from under.  So far they don't seem to be actively pushing customers out, but there are reports they have suggested to some customers calling in with problems that they migrate to DirecTV Stream instead.  Not offering promos (or only limited promos) to existing customers is likely another way to encourage customers of a deprecated service to leave, or at least to keep revenue up for a shrinking service.

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