Contributor
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62 Messages
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?
Responses
davdri
Regular Contributor
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147 Messages
2 y ago
I am on Gen 1 and have not read or heard this anywhere but on this thread. Can a XM emloyee on this forum confirm this?
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Rick441
Contributor
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62 Messages
2 y ago
Until then, here's a screenshot of the email I got.
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IlliniFan87
Frequent Visitor
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8 Messages
2 y ago
I also received the letter. A few great excerpts:
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davdri
Regular Contributor
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147 Messages
2 y ago
I went there and read all the legaleze that nobody ever reads that is the usual CYA for XM. There is nothing in there about the Gen 1, Gen2 question so it appears that has not changed. This appears to be an update of letting XM have their way with you, not that they would want to of course.
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pablomeza
Contributor
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53 Messages
2 y ago
It is just an agreement, they are not swithing you to the 2nd gen plan.
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Rick441
Contributor
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62 Messages
2 y ago
Yeah, that makes sense. So I will gladly retract my "unnecessary tease" criticism.
Though, it would have been helpful for the email to point out that this change in agreement will not change the customer's current service plan and options.
All that said, it does give me a little pause that the new agreement describes rounding to the next whole Gb solely in general terms (see statement at the end of IlliniFan87's post), while the old agreement spelled out an example of 1.1 Gb and 1.9 Gb both rounding to 2 Gb. Could that mean that under the new agreement 57 MB would also now round to 1 Gb, even for Gen 1 on pay as you go? While I doubt it, it would be helpful if an employee would weigh in. Thanks.
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Rick441
Contributor
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62 Messages
1 y ago
Just got my bill, and can confirm that as a 1st gen customer I was still given the free 100mb data allowance. I misunderstood the email from Xfinity.
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