Hi, first let me apologize for my grammar, my english is not the best.
I used to work at the retention department for Videotron and I have to defend at least that department hehe. As jemcleod said, threatening to cancel your services for some crappy reason will not get you far into getting something.
Let me explain how the process works:
1- A customer service rep receives the call and have to do a retention attempt on their side without any offer than the regular promotions (i.e. upgrade your internet service to high speed and get the current promotion on high speed) I admit it is rarely done, they usually find it easier to ship the call directly to retention
2- After failing at retentioning the customer the rep checks the payment history of the customer and depending on the credit note he have (good, average, High risk) they either proceed to the disconnection of the account if high risk or transfer to the retention department if good or average.
Of course regardless of the credit note you have if you have a disconnection for non-payment scheduled on your file the customer service rep will proceed with the disconnection.
3- If the call was sent to the retention department the retention rep will try to find out why the customer wants to leave, try to fix any problems that might have caused the customer decision and IF NECESSARY will give one of the retention promotions in order to compensate for the trouble the customer had.
A lot of people think that they have a bad service because they don't have the same deal than their neighbor or sister or grandfather or whatever but Videotron is generally giving you the services you asked for in the first place with the promotions of the period you called.
For everyone complaining that it’s not fair that a lot of promotions are given to new customers only, get your old bills out you'll find out that you've been a new customers too. Many people take advantage of the retention’s department promotions and are calling every year to get their little “candy”. Personally I think it’s dishonest and they are the ones being unfair to the rest of the customers who are honest.
That being said, if you feel you were not treated the way you should have been by any Videotron's employee, my best recommendation is hang up and call back. There's actually employees who cares about customers, I was