TWC New Customer ONLY Deals!

[flash]

Been a faithful TWC customer for over 14 years.  Noticed that their webiste is offering deals:
$99/mo Whole house DVR, 10 MB internet and free phone service
or
$89/mo for HD DVR, 10 MB internet and free phone service

I am paying $160/ month for the same service as the $89/mo service

Tried to online chat and thought I was making headway till we got to the point that I was already a customer (loyal remeber).

They give me the 800# for customer retention.  They were VERY rude.  No deals, no help and told me that I could get whole house for $20 MORE than I was already paying!!!

I said that I need to cancel to get the deal and they said I could not come back as new for 60 days!!

I'd rather not have to jump off TWC but I was hoping......

Everyone here might have some insight, phone numbers or contacts to stay with TWC.

HELP!!:bang:

[ArgMeMatey]

They give me the 800# for customer retention.  They were VERY rude.  No deals, no help and told me that I could get whole house for $20 MORE than I was already paying!!!

I said that I need to cancel to get the deal and they said I could not come back as new for 60 days!!

Loyalty doesn't count for much when you're just one of ten thousand daily calls to the call center.  

Did you try more than one agent?  Despite their rudeness, did your tone express a desire to stay with them?  Sometimes it's best to call back a few times to see if you can get somebody who is more willing to give you what they can rather than what the boss is telling them to offer.  

What are your options?  AT&T?  Satellite?  Find competing deals and tell them you are ready to jump.  See if they'll match or better.  If not, set up your deal(s) with the competition and then immediately call TW to schedule a disconnection.  If TW will give you a deal at that point, cancel your order with AT&T.  If not, return your TW boxes on the disconnect date and say thanks for the memories.  

In my case I was getting almost continuous retention & upgrade deals from AT&T for years - and then this year they said no dice.  

As my 12-month TW deal approaches expiration, I'll be checking with AT&T to see what they are willing to do for me as a "new customer."

[Jack 1000]

Been a faithful TWC customer for over 14 years.  Noticed that their webiste is offering deals:
$99/mo Whole house DVR, 10 MB Internet and free phone service
or
$89/mo for HD DVR, 10 MB Internet and free phone service

I am paying $160/ month for the same service as the $89/mo service

Tried to on-line chat and thought I was making headway till we got to the point that I was already a customer (loyal remember).

They give me the 800# for customer retention.  They were VERY rude.  No deals, no help and told me that I could get whole house for $20 MORE than I was already paying!!!

I said that I need to cancel to get the deal and they said I could not come back as new for 60 days!!

I'd rather not have to jump off TWC but I was hoping......

Everyone here might have some insight, phone numbers or contacts to stay with TWC.

HELP!!:bang:

Who was very rude? ("They") On-line chat?  Or customer retentions?  I would not use on-line chat because they are just reading from a script.  If Customer Retentions was NOT rude, call them back and ask if there is any way you could lower your bill.

If Customer Retentions WAS rude, you could still call back.  The odds are only 1/100 you're going to get the same rude rep.  Just ask if there is a way you could lower your bill?

Just mention that you have been a loyal customer for years and would really like to stay with TWC.  Can you help with any discounts for me? Don't say, "I'm thinking of switching to another provider." (You may think that, but don't tell the TWC rep that.)

Act like you want to stay with them, and say something "I really like your (whatever service you want to get the deal on.) Can I get a reduction on my bill?"

I am sure you will get something positive out of this!

Jack

[kevbeck122]

To get deals from TWC, I've usually had to threaten cancellation (or be a new customer like I am now).  They really treat their new customers well for at least 2+ years, but leave the long time subscribers with the high bills.

With DIRECTV all I had to do was call in, ask for deals and they gave... free premiums for a year, $10-$15 off the monthly bill for 1-2 years, etc.

[flash]

Did you try more than one agent?  Despite their rudeness, did your tone express a desire to stay with them?  Sometimes it's best to call back a few times to see if you can get somebody who is more willing to give you what they can rather than what the boss is telling them to offer.  

I text chatted with an online agent who gave me the Customer retention number. Spoke to 2 individuals and the second one was rude.  She said I have had several discounts in the past and that I have the best deal out there.  That is where I mentioned (without going to whole house setup) that their $89/mo deal was $70/mo less expensive and was exactly what I had.  She agreed and asked if I wanted to cancel.  She would put the cancellation order in now.

I was very polite and explained to each person that I did not want to leave but felt they could offer me a deal like the new customers to stay.  
They did not care!

If I left, I would have to wait 60 days before I came back and would lose my email address, pay fees to have the phone hooked up, lose my current phone number (lies like that).  I said I have been through changing phone numbers before and should have to lose my number.

I said again that I'd rather not leave and then she asked if I wanted to place my cancellation order..... I asked again "can you do anything for me"  she said no.  
"Sir, I cannot keep track of all of the deals out there or what was offered 60 days ago or what is being offered in the next 60 days.  (in a non friendly tone to say the least).

All she would help me do is place my cancellation order.

I will call again but please keep the feedback coming :OnAir:

[ArgMeMatey]

If I left, I would have to wait 60 days before I came back and would lose my email address, pay fees to have the phone hooked up, lose my current phone number (lies like that).  I said I have been through changing phone numbers before and should have to lose my number.

Glad you mentioned that.  Providers want to bundle everything for you to make it "simple".  You know, "just one bill to pay".  (With automatic payment, I don't care how many bills I have to pay.)  

Switch to gmail or another free provider for your e-mail.  This is no longer much of a value-added service, especially since you could lose it when you drop their service.  

You can go with a third party for your phone service and port your number to them BEFORE disconnecting service.  You can do something simple & expensive like Vonage or if you like the cheap DIY approach there are a lot of VoIP providers that can help you.  

Otherwise if you want to keep your phone service with TW or AT&T, yeah, you have to port every time you switch providers.

When you port, you place the port request with the NEW carrier only, you keep your old service active until after the port has taken place,  and you say NOTHING to the old carrier until after the port.  

Bottom line, if simplicity has value to you, expect to pay more for the privilege.  If you would rather get your hands dirty than pull out your wallet, unbundle anything that saves you money.