Yep. I had one CSR rep for Verizon tell me that X plan was available. I called back later to confirm the details and another rep said no, this plan is not available. Third rep confirmed what the second rep said. I always call back just to make sure things were done correctly.

@surgio... then comcast (and other providers, cellphone providers etc) shouldn't be screwing the current subscribers....

they only offer good deals to new customers: therefore we should switch providers every 12 months?

you need to retain current subscribers... since your cable lineup sucks, price is the only thing holding the customer back if FioS isn't an option

You are totally missing that these discounts that are ALWAYS offered are usually the only way to get cable/web to your house at FMV.

The providers are the ones that have turned it into a game of false threats by using such a foolish pricing model where every house is billed an arbitrary amount for the same services. Assuming that most people would rather pay a bloated rate than endure hours of labyrinthian phone banks to return their cable rate to what it should be.

@surgio:

Well you can go ahead a pay full price for whatever you want. Me? I'll ask for a discount if I think it will save me some money.

As a long time wireless billing rep I can tell you that what you get usually depends on the personality of the rep. I usually went pretty far to help people if I could, others didn't.

Where I ran into problems was when a customer called up and say "rep X promised me Y and I didn't get it" where Y was some special promotion or plan my company didn't typically offer. Unfortunately, I would say 8 times out of 10, "rep X" left absolutely NO notes in the account to state the special deal had been offered.

Therefore I had to make a judgment call of trusting the customer or going with policy and saying since it's not noted, then as far as we are concerned, it wasn't offered. Typically I went with the customer, only because I was acutely aware of the prevalence of missing or non detailed notes throughout the system.

There's one more reason a call back might net you better results: Where I worked, we were given a certain limit on how many discounts and credits we could offer, typically we had to stay below an average of $X/call or face penalties (a write up and our ability to offer credits/discounts taken away temporarily).

So the first person OP talked to might have been nearing such a threshold, whereas the second was probably nowhere near and thus more able to help.

On top of that why is it that promotional codes/rates are offered/advertised 24/7/365. Why should any loyal consumer pay more than the promotional rate offered to any Tom, Dick, or Harry.

Thanks for being a loyal three year customer. Enjoy your 20% rate hike that rewards your loyalty and bill payments. If you would like to return to the current billing cycle you must call for evaluation. If we deem you to loyal to have a reduction hop back into the phone bank to plead your case before another Comcastic agent.

@surgio: People ask for discoutns because they feel like they are overcharged for everything all the time, which they probably are. Companies are out for pure profit so they get as much as they can while people can stand it. Once someone asks for a discount, they can do it and still earn money.

@surgio: How is it our fault (the customers) that service is overpriced, under-serviced, and poorly managed?

If you were in customer service you'd remember that it costs 10x more to get a new customer than to retain a current one. That right there makes me suspect your involvement in customer service on any level. Secondly, the rights of all consumers dictate that, when available, consumers are encouraged to find the lowest priced service provider. It's called competition. It's part of free enterprise.

When CEOs stop taking home millions at the expense of crapp customer service and crappier service then you might have a valid point.

@surgio: I kind of agree. A better way to lower your bill is to find out what you think is an acceptable price to pay. Since Comcast is so awful, I think it's only justifiable to have Comcast if it's at least 25% lower than the competition. I would switch to a competitor even if they charge slightly more.

So if you are willing to switch, I think it's reasonable to give Comcast an offer saying that you will only stay with them if the bill is lowered, otherwise you'll close your account.

But threatening to cancel, when you won't actually go through with it, only to receive a lower rate is disingenuous and I don't think the Consumerist should be condoning it as good consumer behavior.

@surgio: That's funny, because what makes ME sick is monopolies that charge unjustified prices!

IF the company uses its connections in Washington to get protectionist laws and Comcast keeps raising rates a little bit every few months and provides rotten service then WHY SHOULDN'T the consumer get all the discounts he can? Why feel sorry for a near monopoly giant like Comcast and complain about someone trying to get the best deal they can in a recession?

@surgio: Places have coupons sometimes. Whether you hate being asked for them or not, it's not rude to inquire. I think you're misunderstanding good consumerism, which involves being vigilant about one's own interests, as selfishness. It's not.

And if the company doesn't want to give a lower rate, they don't have to give a lower rate. Since they are willing to give a lower rate, there's no reason for customers not to request it.

I think your real objection is that you wish the companies wouldn't ever give a lower rate so that you, as a frontline person, wouldn't have to get the question. I understand that it's an annoying position, but that's not because the customer is behaving inappropriately.

@surgio: If the coupons/discounts are available, they are available and we, as consumers, are allowed to ask for them. They are available, are they not?

" But for people to just expect a discount for being a customer is selfish."

Why? If Comcast wants to give their customers discounts to stick around, why is this selfish? Comcast has these discounts to give. If they don't want to give out discounts they can ... not have them available. Easy Peasy.

I moved service with Comcast from one apartment to another. My net as a result wasnt working since my modem was still registered under my old address (comcast modem). I called one rep and they told me it would take 24 hours to fix and that she would have to escalate it, I called the next day and still didn't have service. The rep had my net up and running in 10 mins.

So I for one encourage calling back...

Actually, I did the same thing. And I got my bill reduced by 30 bucks a month for 6 months without any BS.

Recently I moved from an area where I had FiOS (god I miss FiOS) to an area that only has Comcast. I went online to setup triple-play service and while working on the order I got an error on the Comcast webpage, from their server. After trying several different browsers on three different computers I got frustated and called the national number. The first time I call and explained what I wanted all the idiot could say was the promotion was only available online. I hung up and called back and actually got someone with a moderate amount of intelligence and was able to get the 'online only' package price. They also waived a few fees. I just depends on how big a moron is on the other end as to how much you can get done when you call.

I just tried to get my Comcast bill lowered today and it didn't work. I didn't try the call back, but I did threaten to cancel. They gave me the "we have policies, I can't give you a discount."

I just said fine, and canceled my services. I should get my DSL installation kit tomorrow.

ive tried calling the comcast CSR like 6 times only to tell me there is no promotions at this time for a customer like me (Internet+TV). bill went from 72 to 95. I was on a promo for a year. what to do?

Maybe if Comcast had decent service it would be worth the price.

I currently have Comcast and would LOVE to change my internet/phone/cable provider, however it is the only service I can get. Right now I'm paying about $250 a month for their services. Any idea as to how I could talk them down? Once they see the area I live in they will know I can't switch to another company, so what can I say to them to lower my monthly bill? Any ideas?

@surgio: I had a comcast CRS tell me to call back every 6 months to get the next promotion. She actually gave me her extension so when my promotions are up, call her directly and she'll sign me up for the next. Comcast kept me from fios for another 6 months...

@surgio: i have just as much of a right to ask for a discount as a company does to decline my request.

This goes for any consumer oriented business: call and call and call again until finally someone takes care of your problem. I discover almost immediately (about 10-30 seconds into the call) if a particular CSR can/will help me, if not, I politely tell them I have to go and I redial.

@surgio Companies like this typically don't want to give you this type of treatment because they are out for the money and that's it. Long gone are the days where you would see someone face to face and they would REWARD you for being a good, long-time customer. Instead we now have to remind them of our status and that there are other options out there in order to get the same discounts we used to get just being a customer in good standing. I was about to switch cable providers and twittered it and the customer service rep from charter saw it and really worked with me to keep me on. He said that the basic call center folks don't have access to extend promotional deals right after one promotion ends, but the higher up people do. It's too bad this type of customer service isn't available at all levels, not just tier 3 support.

While hooking up all their damn DTA boxes for everyone in my family, I had to call Comcast four different times because of issues. The first woman was completely wrong in what she was telling me (as in, she was telling me the direct opposite of what my pamphlet, the website, everything else was saying) and basically told me I must not know how to read and must have comprehension issues if I didn't understand her. I asked to speak to her supervisor, which she refused to do. So I called back, and the guy who answered affirmed my thoughts about what I'd called about and agreed that the woman was 100% wrong. What a bitch.

On the bill reduction front, I've had my Earthlink net for over a year and their promotional pricing stopped after three months, leaving me with paying $40/month for DSL, which seems a little steep to me. I wonder if I should pay them a call soon...

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Every company just about does that. You know how many times I called back and they said sure can lower your bill. Just takes a few calls. Some people dont have time and pay full price or pay for the "add ons", five min and you can pay less then service charge.

@sna:

What kind of service do you have that costs that much? Phone, internet and tv?

I recently called Comcast because a client was not getting HD programming.

This is a company that starts their recorded instructions for activating your new High Definition receiver with: "Tune the TV to channel 3".

You cannot receive a High Definition picture on an RF input (CH 3 or 4. This is a holdover from the days when the VCR was a new product and TVs didn't have any other inputs. Ancient history in the fast moving world of TV.

I was on an HDMI input.

He insisted that I go to channel 3. He even told me that was my problem.

So I had to pretend I did or he wouldn't activate the HD service.

Timchuck

@surgio: Disemvoweled. I don't thing you understand the difference between acting in self interest and being selfish. Self interest is not the same as selfishness. Free market economies require that all individuals act in self interest to create and grow wealth for everyone.

Asking for a discount is self-interest. If Comcast will grant one, everyone's better off because the consumer got a better deal and Comcast's retention numbers go up and Comcast makes a profit, like the $772M profit in Q1.

When Comcast stops making a profit they have to either increase prices to make money from their current customer base or add value to their offering to attract new customers. The former could mean a loss of customers through attrition and the latter means higher overhead costs. Earning a profit is harder than you think.

Being upset because some customers want to participate in a free market and engage you in actual trade and commerce instead of just giving you money because you are sitting at a phone is pretty selfish.

Also, you'll notice that Consumerist is pretty quick to point out selfish consumers. One of the reasons Comcast has such a bad rap is not because they're trying to make money, but the way they do so is so underhanded. Also, because of smarmy CSRs like you.

I called to get a cablecard installed and was told it would be $64.95 for the installation fee. I promptly declined and called back and talked to someone else who said it would be $14.95, so I made the appointment, although I did briefly consider calling back again to see if the price would go down again.

It would be very nice to just get a consistent answer, even if it's not the answer I want, ya know? At least then I'd have some faith that the people working there are at least competent at their jobs.

This is true. I have done it myself multiple times. Almost every time I try to cancel something, Comcast credits me or extends my promotional price.

I just had a similar experience with new Comcast service at my apartment. I purchased my own modem and just wanted to start cable TV and internet service.

I called to schedule the installation. I talked to the first CSR about installation and was told it would be roughly $130 for a professional installation of new cable TV and internet ($30 for cable, $100 for internet)! Self-installation is apparently no longer an option for new customers, even if you have your own modem! Needless to say, I said no-way and called back a few hours later.

The second CSR I talked to was much more helpful. She "suggested" that self-installation was still an option for existing customers. She said I should schedule my cable TV installation (and pay $30 for it). Then, as soon as the technician left, I should call Comcast and ask to add internet as an "existing customer" since I now had cable TV! It worked beautifully and she saved me $100!

Just goes to show what a creative CSR can do for customers and that a little persistence can go a long way.

@Alvin Mathew: Call back and either pick the option on the automated menu to cancel your service or if you speak to a regular CSR, ask him/her right away to speak to the retentions department - if they ask if there's anything they can help with, say no and keep insisting that they transfer you there. Retentions should have something for you.

As someone who worked for Comcast: The first rep was correct. The 2nd rep gave you a discount you technically didn't qualify for. He could possibly get in trouble for that, but it's very unlikely. It happens all the time hardly anyone gets reprimanded for it. Even though they monitor calls for quality, they almost never check the account to see if the promotion given was legit.

At least that was the case at the call center I worked at. For all I know, they may castrate them at other centers.

Theres a few reasons calling back will get you different answers. Contracted employees dont have access to the same stuff that regular employees do. So if you called the first time, you probably got a contractor and thats the answer they're supposed to give, because that is the official answer. So you call back, get an actual rep and not one working through an outsourcing company and they have access to more options for you and the ability to actually give them.

Downside being you never know who you're going to get because no one has a direct line.

I call what happened to me the "Stealth Up Sell".

I called to Add internet to my Comcast package. The rep told me they had three options. 8mg for $52.99 12 mg for $62.99 and 20 mg for... oh that's not available in my area. Not intending on downloading a lot I went went the cheaper option.

Then I called back because I went online and say there was an intro offer. The new rep told me that was only available with the 6mg plan for $42.99 $19.99 for the first 6 months. 6MG? The first rep never mentioned a 6mg plan.

So the first rep told me there were three options started going through pricing and then made me think I picked the lowest cost. My fault for not asking if there was a promo, but if I hadn't gone online and then called back I might not have even known.

@dragonfire81: I'm not surprised at that. IMO while I like human interaction and all that stuff, for reasons like this, I feel discounts should be determined up front for everyone and handled by computers with no wiggle room.

Same reason I don't like bartering and coupons; it rewards someone for wasting their own (and the agent's) time and\or being a dick trying to get the best deal possible.

Meanwhile, if you don't have that kind of free time or want to spend it doing something more constructive, then too bad, you have to pay more for your cable.

I know why they do it (get more money from some people while retaining the others), but it just feels like a lost of waste to me. Enough so that I would call for regulations against it despite labeling myself as largely libertarian. Not regulations against discounts overall, just regulations against giving a specific person a discount because you like them \ they threatened to leave \ they wouldn't stop calling.

@headcase: Forgot to mention, what I wrote above applies to cookie-cutter kinds of services like cable. If they are making specialized, custom products, then by all means give someone a discount because, say, you always wanted to build a motorcycle with a Punisher design and this guy is asking for that.