Visitor
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7 Messages
Customer retainment & Internet Plan Circus
I am completely flabbergasted by your internet pricing business model and customer retainment policies. Up until two days ago, I was a platinum customer of 15+ years. Under no contract but stayed. You are offering new customers 2GD for $85/month for 5 years. Called several times asking for that price - even spoke with cancellation department. They refused to extend that offer to me because, technically, I am an existing customer. Politely informed them that if I do not receive that offer the next time I call will be to cancel. They could care less and the service center I spoke to twice was a horrible mess. Sounded like a big party in the background (pull the calls).
Complete disregard to a longstanding, reliable, and profitable customer. Business 101 is to keep existing customer at nearly all costs.
Guess what...I immediately called a local competitor (Metronet). They provide 2GB for $80/month and were able to install in less than 24 hours.
The kicker is less than 2 days pass and I can sign back up as a new customer to get the plan I initially inquired about. Unbelievable bone headedness! You lost my business for likely good.
Unreal business practices. You wonder why your customer base is leaving in droves.
XfinityJorge
Official Employee
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2.5K Messages
1 day ago
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EG
Expert
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113.3K Messages
1 day ago
Concern moved here to the Customer Service help section.
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user_0yw6o7
Visitor
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7 Messages
2 hours ago
I'm sorry but it's rather frustrating that I have to actively manage this process jump through more hoops. If Comcast wants me back you need to show initiative. The opening statement was pretty straightforward yet I have received no direct correspondence with an offer to bring me back.
However, I'll make it easy - I would consider returning for:
1. 2GB+ for 5/year at $80 per month (new price I am getting with Metronet)
2. Xfinity Advanced Gateway (XB10)
This is non-negotiable. I want the very best speed and top-of-the line equipment at the price I am getting now. The xB8 is trash.
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