Calculated effort to irritate satisfied customers?
I've had Xfinity Mobile since February 2018, and have been very pleased with it (except for a problem with voicemail notifications, but that's likely an iPhone issue). I am one of those people who uses minimal cellular data (use WiFi instead), so most months I stay below the 100mb/month free data allowance and thus pay $0 plus taxes and fees -- as a user of the service you reportedly created to help support your internet business
I always expected that at some point you would raise the minimum expenditure, perhaps by getting rid of the 100mb free allowance. And I was fine with that. $12 minimum (plus taxes & fees) is still a heckuva deal.
So when I saw that your terms were changing in August, I expected the 100mb allowance would probably go away, and again I would have been OK with that. But then I saw that you were allowing pre-August 2019 enrollees ("Gen1") the option of remaining on the old plan. So for me, the 100mb allowance would remain. Pleasant surprise!
But tonight, I get an email from Xfinity Mobile dryly stating that effective October 29, *all* customers will be moved to the new plan (thus 100mb allowance goes away). What?? Was this some sort of a calculated attempt to *destroy* customer goodwill? I would have been fine with the change if it had simply been announced at the outset as applying to all customers, existing and new -- instead of this unapologetic, no-attempt-at-explanation, sudden flip-flop. The way this was done, pulling a sudden switcheroo ONLY TWO MONTHS LATER, is like a corporate, "ha ha, you fell for it!" and has left a really bad taste in my mouth. Maybe it will become a Harvard Business case study in how to swiftly, and totally unnecessarily, kill off customer goodwill. Why the truly annoying tease, Xfinity Mobile?