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scottclem's profile

Tutor

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4 Messages

Wed, Nov 4, 2015 6:47 AM

Uverse price discrepancy

Why is it that after 7+ years of being a Uverse customer the customer service and billing no longer works with providing loyal customers with better deals?  Currently to get the package I have of Uverse and internet as a new customer in my same home it would cost me $100.  Currently my bill is ~$160/month.  What about my last 7+ years has not shown that I am good for paying my bill to warrant throwing me a deal that is comparable?  I would be willing to even go into a year contract if it meant I could drop my monthly payments over the next year by $60 dollars.  Instead what I got when talking with customer service is no deal and a push towards cancellation or switching to DirectTV.

Me

Mentor

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74 Messages

6 y ago

Call again and ask for the retentions department (I think you can say "cancel" to get to them or just ask to be connected to them).  See what they can offer.  I believe retentions is authorized to make offers that the garden variety customer service droids are not authorized to make.

 

I try calling every year to get reductions on my TV and internet and they usually come up with some acceptable yearly discounts (I'm not interested in 3 month and 6 month promos - don't want to do this ritual more than once per year).  This is not as good as what a new customer would get but "good enough"™ for me.  My most recent reduction was around $40/month for the year.  Note, I've also been with Uverse around 7+ years.

Tutor

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4 Messages

6 y ago

Thanks we tried cancellation and retention and the person only offered us higher internet speed for our same current price. I am not sure if another person would have listened better to us and would have had a better offer to meet our needs?
mibrnsurg

Expert

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20.4K Messages

6 y ago


@scottclem wrote:
Thanks we tried cancellation and retention and the person only offered us higher internet speed for our same current price. I am not sure if another person would have listened better to us and would have had a better offer to meet our needs?

That's their new trick, upsell you something and discount it, higher Internet speed at same price as current.  They don't want to give anything off on your current services anymore. 😉

 

Chris
__________________________________________________________

Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? PM ATT Uverse Care (all service problems)
ATT Customer Care(billing and all other problems)
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more

Me

Mentor

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74 Messages

6 y ago

That hasn't been my general experience.  When I call I explicitly asked if they have any offers on my existing service (U200, HD, 24Meg).  Had they not offered discounts on those things I was fully prepared to at least drop the HD and go for 18Meg.  It wouldn't have saved much off the total bill but for me it was the principal of the thing and maybe I could get a "upgrade" offer a few months down the line.  But it never came to that.  Note, I can take or leave HD, but for all my local channels I get better, i.e., less compressed, HD with my OTA antennas and their are alternate ways to view movies and other broadcasts in HD if I really want them.

 

If I recall, only once in all my yearly calls was I offered an upgrade to U300 because of no available offers on my current service, and then only because the offer was for a better price than what I would have had to pay with my current service.  The next year I promptly went back to U200 with another decent offer (besides, if I recall the only additional things that I missed about U300 was the Smithsonian and Tennis channels, coudn't care less about the so called movie channels, and not having those two channels was not a deal breaker to me).

 

I don't know, maybe I've just been lucky (always getting someone in a good mood), or maybe I somehow just know how to talk to them, be pleasant, friendly, whatever.  So maybe my experiences are relatively unique.

mibrnsurg

Expert

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20.4K Messages

6 y ago

@Me  This has been only reported since May of this year, upsell and discount that. 😉

 

Edit:  For me HD is a must, I'm an HD snob w/my Panasonic plasma.

 

Chris
__________________________________________________________

Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? PM ATT Uverse Care (all service problems)
ATT Customer Care(billing and all other problems)
Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more

JohninFL

Scholar

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289 Messages

6 y ago

Hi scottclem,

 

Keep calling! I had to make six calls before I finally spoke to a rep willing to help. It also helps to have pricing for your local competitors as leverage. I was able to get a nice promotional price for twelve months. It also helped that I have been with AT&T since 1973.

 

Good luck!

Tutor

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4 Messages

6 y ago

Thanks that gives me hope.  We have been friendly on the phone and have talked to them a few times.  This last time was the time we got to retention and they offered us faster internet (we are currently 6Mbps down) but it was still higher than what we pay now.  I agree it probably was a deal if what we wanted was to spend more but get more.  However we are more looking for something that works within our budget even if it means slower internet or the like.  As a result of us turning this down they put us on cancellation for this upcoming week.  Someone told me they may call to try one more time to retain me but no contact from Uverse.  I guess I could try calling them again as I definitely know the local offices deals of competitors as well as the internet offered deals of the competitors.  Fingers crossed that something good comes of it as I would love to stay with AT&T Uverse but only if it makes financial sense.

Tutor

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4 Messages

6 y ago

Kept calling and a couple days before my service was to end I was able to find someone that helped me find a package that worked for me to alleviate some of the cost.  I wish that it hadn't taken multiple calls but in the end it worked.

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