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Thursday, April 11th, 2024 10:09 PM

Why does xfinity prefer long-time customers leave, rather than offer a promotion?

I've been a long-time customer of xfinity (15 years). A few years ago we came across Xfinity mobile and loved the price and convenience. Both my wife and I now need a new phone. Xfinity currently offers a promotion to new customers for $400 off a new iphone, however, current customers do not get any promotional discount. Version on the other hand will give us 2 free phones to switch. I called Xfinity to try to see if I could simply get the promotional offer for the new phones and stick with them. They told me on the phone that they cannot do that and I may as well go with Verizon. How is it a good business practice to not try to keep your current customers that previously had no intention of leaving? I don't enjoy going through the effort of changing carriers but I can't deny a $2000 savings on phones from switching carriers when Xfinity won't even offer a dime to keep a 15 year customer. People are better off just switching every few years I guess. 

Problem Solver

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380 Messages

1 month ago

@user_zzq8fx It's probably just that Xfinity Mobile doesn't have any deals for current customers at the moment. I'm constantly receiving emails in my Xfinity inbox with promotions for phones and whatnot. Xfinity Rewards offers deals sometimes also. If you don't need a new phone right away, maybe something will show up in the coming weeks.

3 Messages

1 month ago

Truly, One more thing that is totally absurd for Xfinity is there taxes and fees. For 15$ per gig plan they charge @$14.32 as taxes. Taxes will only increase with lines or data but will not decrease with reduction in lines and data. Sometime I feel cheated moving to Xfinity but got stuck with their contract.

Problem Solver

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380 Messages

@user_5qw5os Did you mean $4.32 in taxes not $14.32? My taxes are $4.50.

(edited)

Official Employee

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910 Messages

Hey @user_5qw5os ,

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3 Messages

@DreamSayerZ​ No, it is $14.32. That's why it is unreasonable.

Official Employee

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1.2K Messages

1 month ago

 

user_zzq8fx Hey there! Thank you so much for your information and we are happy to work with you to address all your concerns about our promos. Can you please send us a DM with your full name and service address? Here's the detailed steps to direct message us: 
• Click "Sign In" if necessary 
• Click the "Direct Message" icon (upper right corner of this page) 
• Click the "New message" (pencil and paper) icon 
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list 
• Type your message in the text area near the bottom of the window 
• Press Enter to send your message
 
 

 

3 Messages

@XfinityJorge​ Sent direct message as well.

Contributor

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127 Messages

1 month ago

I get what you are saying about this and it doesn't seem right.  However, I will say that it does seem like twice a year for the past several years, there have been the same promo for current customers as for new customers for Samsung (seems to be around Feb-Mar) and for iPhone (in the fall).  I have been upgraded my Samsung multiple times over the years during that time where it gets the same several hundred dollar off deal as the new customers.

2 Messages

I keep getting told by customer service to check back... month, after month. 

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