I called and told them I wasn't paying it because it was never brought up. fast forward to the next bill and boom $200 dollar install fee. I had the service installed and the tech also never mentioned the fee. I talked to that spectrum rep in store and told him thanks for the heads up and that's when he mentioned the fee. It was a pretty unique circumstance though, I was told by the spectrum rep that gig internet just launched in our area so I called to add the service and no fee was ever mentioned. Not a spectrum rep but I got the fee waived. Hope this answers your questions, sorry my responses have been kinda long And if everyone is doing that, they will not be able to stay afloat. Spectrum is a company if they dont charge the amount they are supposed to for the services you're getting they are losing money. I've had people ask me "Does spectrum care more about making money than losing a customer" and that question always makes my head spin. That's when they will offer a new service or look for something else but it may be that they have nothing. If you have cable and we give you the Silver package $20 for free for a year, when and if you call back and ask for it again, they will look for it and it wont be there. I have told customers that during calls but basically once a discount has been used, we cant use it again. The question then goes to, why wouldnt they give me one and that leads to my other comments. The reason is because their job is to keep customers, they get commissions for the customers they save. If they have a discount, regardless of what they think, they will give it to you to save your business. To answer your question though, retention has no formula. I would disagree with the person you talked to about calling for more discounts just after starting new services, because 9/10 you already have the introductory pricing and we cant add anything else for free or cheapen it any further. Everyone is different as far as discounts go and what they qualify for with the discounts.
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