Tutor
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11 Messages
Why does AT&T not want to keep good customers?
I have spoken with several retention specialists at AT&T in anticipation of my U-Verse rates skyrocketing on 5/27. After being a good customer of AT&T for 11 years, they probably figure they have squeezed everything out of me they can. I am switching to Charter and saving $100 a month for the same (or in most cases, better) services. The AT&T guy I spoke with tonight wished me luck with my new service. Boy, don't strain yourself, AT&T. Your customer retention is the absolute worst I have ever seen! You must be rolling in the dough, but then again, after looking at my bills for the last 12 months, I can see why.
The likelihood I would recommend AT&T to someone else just went from a 2 (on a scale of 10) to a -8.
rdljr
Guru
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921 Messages
8 years ago
The evil part of me thinks Charter pays people to troll on the AT&T Forum.
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texasguy37
Expert
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14.5K Messages
8 years ago
If the OP thinks that his pricing with Charter will not increase after the new customer promotional pricing ends, he is end for a big surprise.
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jaedwards2473
Tutor
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11 Messages
8 years ago
Nice observations, guys. No, I am not a troll with Charter - just a frustrated soon-to-be ex-customer. AT&T needs to know specifically why customers leave, and I can't stand people that speak in generalities. Yes, I am fully aware Charter's rates will go up in a year, but they did give me a specific dollar range to expect and it sounded very reasonable. With AT&T, I was upsold a "better" package with the full knowledge that the rates would go way up, but the specialist said I could renegotiate in a year. However, this time AT&T was not willing to even bother.
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rdljr
Guru
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921 Messages
8 years ago
See if ATTCustomerCare can help you. I would recommend that you send a Private Message to the @ATTHelpForums Community Specialist team. One of the specialists will respond to your PM shortly. Please look for the envelope at the top right of the page for your response from a team member.
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jaedwards2473
Tutor
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11 Messages
8 years ago
Thanks rdljr. Not very optimistic. They're a little too big for their own good.
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jaedwards2473
Tutor
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11 Messages
8 years ago
Still crickets. Bravo, AT&T.
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JefferMC
ACE - Expert
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31.5K Messages
8 years ago
Did you send a PM? Did you wait the 2 business days?
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jaedwards2473
Tutor
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11 Messages
8 years ago
I have sent the PM. It has not yet been 2 business days.
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JefferMC
ACE - Expert
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31.5K Messages
8 years ago
Then patient you must be. Rome, built in a day, was not.
Seriously, the groups that work from the PMs are good, but there are only a few of them and it can take a day or two for them to get back to you. If you've not heard from them by this time Thursday, then send another PM and post here. We might can help rattle some cages.
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jaedwards2473
Tutor
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11 Messages
8 years ago
There are lots of comparisons I could make between Rome and AT&T, but thanks for the info nonetheless. I am not optimistic they will be able to come up with anything other than a Band-Aid.
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