When Michael quit Time Warner Cable, it was easy. Too easy. He didn’t face retention staff begging him to stay. They canceled the account, and let the couple go. Temporarily. After only a few days, Time Warner began to call them to win them back, With some coaxing and special discounts, Michael and Mrs. Michael came back. Then they learned that the deal that enticed them back was not, strictly speaking, real. [More]
To keep Andrew from jumping ship to Sprint for cheaper service, the retentions team at Verizon Wireless did its job: they offered him an amazing deal. He could get a $20 data credit per month on each of his smartphone lines as part of an unpublicized promotion. Who wouldn’t take that deal? Unfortunately, it turns out that “unpublicized” now means “Verizon pretends that it doesn’t exist.” Andrew’s not the only one who was promised this deal, and he’s going to fight for it. [More]
A fast-talking Verizon rep talked Joanna’s septuagenarian parents into buying expensive Blackberry Storm 2’s, but after they got them, they found that when it came to using the devices, they were all thumbs. Her dad has large fingers and rheumatoid arthritis, and the gadgets were overall too complex for her parents. [More]
By calling up Sprint and insinuating he might cancel because they’re taking away his discount, one of our readers was able to get Sprint to credit his account for the same amount they’re taking away from him. [More]
DirecTV is a lying pack of liars. They told Ian that if he moved to a place where he couldn’t use his dish, then they would let him out of contract without early termination fee (ETF). Well guess what? He moved to a place without a balcony or roof access. Double guess what: Now DirecTV says he has to pay an ETF and they say there’s no record of all those reps telling him that, and that that’s not part of their policy. Triple guess what: Ian called up DirecTV sales and recorded their sales rep telling him that they DO let you out of contract if you move to a new place where you can’t use DirecTV. Are DirecTV retention reps just not versed on company policy, or are they a pack of scumbags? I dunno, but you know what they say, never trust a company run by a man in a mustache. Ian’s audio recording and letter to the CEO of DirecTV is inside…
The Tennessean sent reader MP a bill for eight cents three months after he canceled his promotional subscription. MP has no intention of wasting a relatively expensive stamp to pay this trifle of a bill, but he would like to know: what could possibly costs eight cents?
Retentions representatives are the cellphone company’s last line of defense between you and freedom. One brave retentions representative has come forward to teach us how to craft a direct, earnest request that will lead retention reps to do your bidding. Rivaled in effectiveness only by executive customer support, retentions reps are empowered to strike down nuisance fees and bargain liberally, all to keep you as a customer. If you were ever tempted to threaten your cellphone company with cancellation, this one is a must read.
To reach the AT&T | DISH retentions department, call 866-266-1292 , press 1, then press 1 again. Retentions departments are the gate of customer service you usually have to pass through to cancel service. They try to identify and solve objections to the service you have, either by pointing out features of awesomeness you apparently weren’t aware of, or by tossing credits or price reductions your way.
954-626-1263 goes right to level two retentions for AT&T landlines. These are the people that are supposed to dissuade you from dropping service, through credits and price reductions. Like we said said here, don’t just call up and ask for free money. Paint a picture of customer dissatisfaction. Pitch woo. Then see what you can get.
Most companies with recurring services have a group of shiny sphincters known as the retention department, but doing battle with them and knowing how they operate can get your monthly bill reduced. They’re also sometimes called the “saves” department, because they’re supposed to “save” you from leaving for another company. Here’s how Jonathan recently turned the Tivo retention department to his advantage:..