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customer retention/loyalty program

New Poster

customer retention/loyalty program

We have been Xfinity Customers since 2003 but recently Frontier/Fios service team came to our new developement neighborhood to install thier equipment and discuss with the homeowners thier bundling packages plus equiptment available.  I was quite shocked by the similar TV/INTERNET/PHONE and ATT HOME SECURITY SERVICE pricing for 2 year term.   They were more than 1/2 price from COMCAST/XFINITY Pricing...we went through our current billing verses thiers.  Today, I called Xfinity "retention" and the agent "Devin" acted indifferent as to whether we stayed loyal customers.  The offer was still more than $100 more than Frontier which we discussed and only saving us $50 from current billing with less service.  He stated that if I wasn't happy to box up the equiptment and bring back to an Xfinity Sales office for cancellation.  Great Customer Service Xfinity...this after we discovered our monitered home security system didn't work during an actual emergency.  I don't believe "Devin" was with rentention/loyalty department due to his attitude.   Is there an actual Xfinity Customer Retention/Loyalty service department?   

Official Employee

Re: customer retention/loyalty program

 

Hello dhaber0988, we do have a retention/loyalty department to reach them you would have to call into the 1-800-Comcast phone number and request to speak with them. I can also help you with lowering your rate here, please let me know if I can be of assistance. 

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Contributor

Re: customer retention/loyalty program

Hello dhaber0988 - Would you share with us whether Comcast -either through the loyalty department or ComcastAmir - was able to offer you a competitive package?  I had a similar response to yours when I was transferred to the loyalty/retention department in two separate phone calls.  

 

Expert
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Re: customer retention/loyalty program

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New Poster

Re: customer retention/loyalty program

I have had similar issues, it doesn't seem that calling is helping. Could I contact someone online as well? Really could use some good communication on these issues. Thanks.

Regular Contributor

Re: customer retention/loyalty program

Hello Mandylogic,

I would be happy to help you with your billing situation. I would need to verify your account for us to begin. Would you please private message your account name, phone number, address, and/or account number so I can being? Thank You.

 




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New Poster

Re: customer retention/loyalty program

I️ have been holding for 39:44 minutes now to speak with someone regarding lower billing options...can you assist here?
New Poster

Re: customer retention/loyalty program

Hello.. when i try to PM you it directs me to the general forum search. Can you PM me? thanks.

Expert

Re: customer retention/loyalty program


sk58781 wrote:

Hello.. when i try to PM you it directs me to the general forum search. Can you PM me? thanks.


Never PM an Official Employee or Expert unless requested.  Sending an unsolicited PM is a violation of Forum GuidelinesPlease read this post.


When you send an unsolicited PM to an Official Employee requesting help or information you are keeping that OE from helping other customers that have responded to the OE's request and who have probably been waiting quite a while for help.  This is a public customer-to-customer forum and we ask that you post your problem in the open so that you can receive the maximum help possible as quickly as possible.

We thank you for your understanding.



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New Poster

Re: customer retention/loyalty program

I have been a comcast customer for more than 5 years before I moved to a new location last year. Recently my bill increases siting "Promotion has ended". But when I check online, a promotion was still there.

I called twice to Comcast to find out a solution. On 1st call CSR talked to me very rudely. Neither did he have any manner nor professionalism to talk to a customer and he didn't even care that I was loyal comcast customer since ages. On second call, CSR couldn't find any deal to keep me connected with Comcast.

Now I have luxury to switch to FIOS as in my are there are excellent promotions for both TV+interner and Internet only.

Just wanted to give comcast last chance to retain me as a loyal customer before I finally say good bye forever to comcast. 

Please don't say to call as they are not helping.

 

Thanks in advance

Official Employee

Re: customer retention/loyalty program

Hello, and thank you for reaching out to us. I would be happy to assist you from here. Can you verify your account information with me? I would need your phone number, full name, and service address. You can private message me by clicking my name and clicking private message.

Frequent Visitor

Re: customer retention/loyalty program

I have been a Comcast customer for at least 15 yrs. Every once in a while our bill gets too high and someone at Comcast helps me. Yesterday, I called and talked to someone in billing I think who ultimately saved me $10 a month on my charges. After all was done, I carefully read the verification email that was sent out and noticed I was now locked into a 2 yr contract. The person I talked with never mentioned that! I am pretty upset about that. Especially since I went from no contract to a 2 yr contract with only a $10/ mo savings on a $217/mo bill!
I expected much better treatment than that, and after 15 yrs+ am seriously considering a change. I’m hoping I can get some help from someone in this forum.
Thanks
New Poster

Re: customer retention/loyalty program

Hello -- I am having a similar experience to others in this thread. I have been a customer at this address for nearly 6 years and my bill has skyrocketed to over $200 for internet and one TV (several premium channels I would like to keep). I tried using the online chat and was offered a package with a 2-year commitment that ultimately would have saved me less than $10 with all of the same channels and services added back in. My experience was slightly different than some others -- the rep was exceptionally kind -- but I would love to have someone work with me here so I don't call and wait on hold only to be disappointed by a lacking offer and a poor customer service attitude.

 

Thanks!

Official Employee

Re: customer retention/loyalty program

Hello,

 

@ROB1411506a - My apologies for your experience; however, we specifically implemented the approval process to make sure customers approve all account changes. I can check if we have a different promotion without an agreement if you send me your information (name, address, phone or account number) in a private message.

 

@jsfrank14. Please send me your account information (name, address, phone or account number) in a private message and I will check if we have any available promotions in your area. Thank you!

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Frequent Visitor

Re: customer retention/loyalty program

Thanks ComcastElla. I sent you a pm with the info you requested.
I understand that online approval process is designed to make sure everyone is aware of the choices that have been made, and I should have been more thorough when I reviewed them. But, I also think that the customer service representative should have made me aware of the fact that I was entering into a contract.
Anyway, I’m hoping you’ll be able to find some agreeable choices without a contract.
Thank you.
Official Employee

Re: customer retention/loyalty program

@ROB1411506a - Got your private message, thank you! I will reply back with the details asap. 

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Frequent Visitor

Re: customer retention/loyalty program

ComcastElla-Thank you!
New Poster

Re: customer retention/loyalty program

ComcastElla,

 

Since you're willing to help, I'm in a similar siutation.  As a loyal Comcast customer for years, I had to bite the bullet over a year ago and lock into a 24-month contract to keep costs down.  I was told my rate wouldn't change but 12 months later it did.  When I called and asked why it increased by $10/mth, I was told a "loyalty discount" dropped off.  Does a 24-month contract only need to be honored by customers but not Comcast?  Now my December 26th bill shows another $4/mth increase in January. 

 

Tired of being nickled-and-dimed to death, I did an online chat.  The Billing Dept. rep started to answer and, inexplicably, tranferred me to the Repair Dept.   

Official Employee

Re: customer retention/loyalty program

Hi, RKGMI - I can check the possible options to get you back to your previous rate. Please send me a private message with your name, address, and a phone number. Click on my name ComcastElla, then click Private Message Me.

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Regular Visitor

Re: customer retention/loyalty program

Hi — I am having similar issues and after calling to see if I could get a better package, it seems I was signed up for something other than what I expected. Is there someone I can PM for assistance?
Official Employee

Re: customer retention/loyalty program

Hi, Brandonlive - You can send me a private message and I will check how we can help you. 

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New Poster

Re: customer retention/loyalty program

I just wasted an hour on a chat trying to lower my bill now that my contract expires and my bill jumped up significantly (without a heads up, thanks for that). The chat rep said to call in after an hour of ridiculous package offers, but when I called I was told that department is closed today. Then I got an email talking about how my time is important to Xfinity. I was seriously offended after having an hour wasted. Who exactly do I need to contact?
Frequent Visitor

Re: customer retention/loyalty program

I am in the same boat as the rest of these customers.  We have been loyal customers for over 20 years.  Our rates have continued to go up and we're told the only way to lower the bill is to lessen the number of channels, drop the dvr and/or extra room box.  Our 2 year contract ended 12/16/17 and we need to come up with a plan with a better rate ASAP or we are gonna have to change to a different provider. 

I also need help determining if we have been provided the $5 auto pay discount and $5 paperless statement discount.  I do not see those listed on our bills.  Can someone please assist?

We like our cable and internet but we need to reduce our monthly expenses and need to get something lined out tomorrow.  Please help your loyal customers.  

Regular Visitor

Re: customer retention/loyalty program

I am also in need of assistance. I have been paying over $300 a month with taxes and don't utilize the home or phone package. I'm looking for assistance switching to the X1 Premier Double Play.

Official Employee

Re: customer retention/loyalty program

Hello,

 

@Sparkysuewho - I can check if we have any better promotions for your account. Please send me a private message with your account information (name, address, phone number).

 

@sheri.tucker -  Your contract has not ended yet. If you still need an assistance - please send me a private message.

 

@tammypennington - If you send me a private message with your account information I will check if we have any Double Play deals available. 

 

Thank you!

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Frequent Visitor

Re: customer retention/loyalty program

How do I send you a private message? I do not see anywhere to click to message you.
Official Employee

Re: customer retention/loyalty program

@sheri.tucker - I got your private message and will respond back asap. Thank you!

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Regular Visitor

Re: customer retention/loyalty program

First I am happy with my Comcast Service. I.E. Cable and Internet.

The issue I have is with the customer service. My contract is due to expire Mid Jan., and due to the high cost of the service I will need to seek lower prices.

I have made several calls trying to get comcast to give me a better deal. 

I cannot get anywhere. 1st. call. Waited 45 min. Then was asked if I wanted to schedule a call for later that afternoon. I scheduled it, but no one ever called. 2nd call waited on line for 25 min. Hung up.  3rd call. Got someone in 2 min, but they could not help me. I would need to call another call center. I started off cool and calm, but admit I did get a little upset near the end. 

I have never worked so hard to get someone to retain me as a customer! I pay my bills every month on time, and they deliver their product per my expectations.

Why can't they give me the a price point that is in line with the rest of the world?

If this cannot be resolved I will cancel and move on.

 

 

Official Employee

Re: customer retention/loyalty program

Hi, rdunnhome - My apologies for your previous experience, please send me a private message with your name, address, and a phone number. I will check if we have any promotions in your area. 

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New Poster

Re: customer retention/loyalty program

Plain and simple the people that work in the Customer Retention are only offering what is offerd to everyone else.  People that answer the phone really do not care.   They told me the same thing if I was not happy just return everyone and go with someone else.  The company is large enough that they can treat their customer how they want.  Losing one customer or 100 customers makes no difference to them.  The president of Comcast does not return emails nor his the office referring those email to some that can help.  If you stay with Comcast expenct POOR customer service and hold times in excess of 30 minutes.  Also, be aware those a majority of the customer service and help desk people are out of the country, rarely do you get someone in the US. 

Frequent Visitor

Re: customer retention/loyalty program

Hi. I am having trouble making connections with one of the Comcast representatives to line our the agreement.  Does anyone have a few minutes to review and respond to my messages?

 

Thank you.  :-)

Regular Visitor

Re: customer retention/loyalty program

I have been a Comcast customer for over a decade. In my experience, when the bill gradually creeps up and gets too high, a Comcast rep helps find available promotions.  I haven't had much luck via chat or on the phone.  Is this something one of the reps here can assist with? 

Regular Visitor

Re: customer retention/loyalty program

I am also trying to reach a retention specialist who can help me with my account service and rates. I would like to reach out to see if someone could help me as I am a college student on a fixed income?

 

Cheers, Mark

Regular Visitor

Re: customer retention/loyalty program

My current internet monthly service of 25mbps will end on the 15th of next month. I was able to get it reduced last year down to $24.99 by talking to a rep in the retention department. Trust me ,it was NOT a pleasant phone call.  Will it be at all possible to have this rate locked in for another year for my present internet only service? I have been a loyal comcast customer forever..............................Thanks.

Regular Visitor

Re: customer retention/loyalty program

I have also been having a problem similar to this. I have been a member for two years, accounts always in good standing, yet somehow never offered a promotion. When I originally got my plan it was $55 I understand the price changes in the second year. But going to $121 is steap. I was thinking of getting rid of my cable and going somewhere else and keeping my internet.’it would be $80 just for medium internet.
There has to be something better
Tags (1)
Official Employee

Re: customer retention/loyalty program

Hi all, I see most of you created your own threads and are currently being helped currently.

 

Hi Torila, I have responded to your private message.

 

Thank you

New Poster

Re: customer retention/loyalty program

Hello,

I received a voice mail before the holidays saying that our special rate pricing was set to expire soon and that I should call 1-800-COMCAST to speak with someone regarding a new promotion.  I've called twice.  The first time the support person I spoke with told me she couldn't help me and I needed to call the number from the voice mail, which was 1-800-COMCAST.  The second time I called, I was told the only rates I could receive would be if I raised or lowered my service level or if I added either security or a phone line.  Can someone please help me get in touch with someone regarding the special offers mentioned in the voice mail I received?

Thanks!

Expert
Official Employee

Re: customer retention/loyalty program

Hi MattK1982, I can assist going over current promotions with you, could you please send me a private message with your account information (name on account, address and account number).

 

Thank you