No retention attempt at videotron? - Canadian TV, Computing and Home Theatre Forums
Reply
 
LinkBack Thread Tools Search this Thread Display Modes

post #1 of 32 (permalink) Old 2008-03-19, 12:57 PM Thread Starter
 
Join Date: Jan 2005
Location: Montreal
Posts: 602
No retention attempt at videotron?

Wow, that is bad.

I just called to cancel my videotron subscription and I pretty much got: ok, it will be cut off in 30 days, anything else I can help with?

I know I was behind a few payments in the past and I have 20 a la carte instead of 30 a la carte but that is pretty bad service. I still generate over $100 a month as a client. I have 20 channels plus basic plus 2 HD terminals plus TMN as well as highspeed internet. about $115 a month.

told him canceled cause it was too expensive to get another HD PVR and didn't even offer like a $50 credit or something towards a PVR to help me to stay. nothing. WOW.

that is horrible customer service.

Rolando Avendaño
Rolando is offline  
Sponsored Links
Advertisement
 
post #2 of 32 (permalink) Old 2008-03-19, 01:16 PM
Moderator
 
Join Date: Apr 2003
Location: Gatineau and Ottawa
Posts: 11,101
I have heard this before. Also once I called to complain about new service fees and wondered out loud if I should just cancel. The guy starting the process right there and then without saying another word to me.

Now I will be moving soon and have considered canceling my digital TV service. I just do not have as much free time as before for TV. I shall find out when the time comes if they try to woo me to stay.

But I have to say I am happy with the service and I rarely have to call customer service. It is just the $50/month for something that I may only spend 4-6 hours on is hard to ignore.
Jake is offline  
post #3 of 32 (permalink) Old 2008-03-19, 08:25 PM
Rookie
 
Join Date: Mar 2008
Posts: 10
I hate to tell you but calling in and threatening to cancel doesnt get you what you want all the time. Not everyone will be like omg I need to keep this customer, you leave, someone else will leave from some other company and go to them, so really it averages itself out.
jemcleod is offline  
 
post #4 of 32 (permalink) Old 2008-03-19, 09:03 PM
 
Join Date: Feb 2006
Location: STMDN,Qc
Posts: 106
right on and most of the time the bill isn't really cheaper elsewhere neither
jtheman is offline  
post #5 of 32 (permalink) Old 2008-03-20, 06:50 AM
 
Join Date: Dec 2005
Posts: 332
For both Videotron and Bell, we are merely drops in the bucket. I would imagine that the money generated from their TV services are small change compared to all the other ventures. And then for every customer that drops they know that another new one is coming in from Bell or Starchoice. We need them more than they need us...
EnderWiggin is offline  
post #6 of 32 (permalink) Old 2008-03-20, 07:59 AM
Moderator
 
Join Date: Apr 2003
Location: Gatineau and Ottawa
Posts: 11,101
Threats? Did I miss read a post? I think we are talking about much less here. If they really wanted to keep the fence-sitters they could pitch their services just a little better. Even without having to give anything away. Most of the reps I speak to do not seem to be motivated.
Jake is offline  
post #7 of 32 (permalink) Old 2008-03-20, 09:10 AM
 
Join Date: Mar 2004
Location: Dartmouth NS
Posts: 520
Maybe they only get bonuses on new suscribers and not on retention. Maybe their bonus is based on number of calls per hour closed. People do what you motivate them to.

That said I'd personally prefer your expereince. If I say I want to cancel by all means go ahead and ask me why and if you can offer me something to fix it sure but after that just cancel me. I've gone through nigtmares trying to cancel service before. Recently with my Aliant cell phones multiple calls, emails reports to BBB letters becuase they would not cancel my account. Try cancelling an AOL account sometime its like that Seinfild episod where George keeps breaking up with the girl but she says "I don't accept the breakup". If I want to cancel just do what i ask.
Toolatecrew is offline  
post #8 of 32 (permalink) Old 2008-03-20, 11:17 AM Thread Starter
 
Join Date: Jan 2005
Location: Montreal
Posts: 602
I was hoping for at least a semblance of caring. You would think the company is almost hoping for some cancelations. Were sales too much this year?

I don't want to be kept on the phone for an hour while you try to talk me into staying. but at least make a small gesture. Heck at least tell me your sorry to hear it. SOMETHING! I could have been talked out of it probably with just a small token. like a small discount for a new PVR or something. anything.

wow...

Rolando Avendaño
Rolando is offline  
post #9 of 32 (permalink) Old 2008-03-20, 12:09 PM
 
Join Date: Nov 2006
Posts: 280
I noticed that a lot of companies are putting a lot of emphasis on deals for new customers. Cell phone service providers or television companies have very interesting deals that are reserved only for new customers. If you are already a customer with them, you are SOL. They have a very strange way of rewarding customer loyalty.
01 Boxer is offline  
post #10 of 32 (permalink) Old 2008-03-20, 12:49 PM
Member #1
 
Join Date: Dec 2001
Location: Toronto
Posts: 47,716
Quote:
that is horrible customer service.
Why? Perhaps they feel that they provide a good service at a good price and they can't be all things to all people?



hugh is offline  
post #11 of 32 (permalink) Old 2008-03-20, 01:56 PM
Veteran
 
Join Date: Aug 2007
Location: Stratford, PE.
Posts: 3,704
Quote:
Originally Posted by hugh View Post
Why? Perhaps they feel that they provide a good service at a good price and they can't be all things to all people?
I agree with Hugh on this. The idea of telling your provider that you want to cancel the service just to get a better deal is basically a dishonest action. The fact that so many here seem to engage in this activity makes me wonder about their morality. It also makes me wonder about the morality of the provider. If/when I call my provider to cancel my service I will mean it and would be insulted if the CSR tries to get me to stay. It would be like taking a bribe.
reidw is offline  
post #12 of 32 (permalink) Old 2008-03-20, 03:21 PM
 
Join Date: Mar 2004
Location: Dartmouth NS
Posts: 520
Quote:
Originally Posted by reidw View Post
I agree with Hugh on this. The idea of telling your provider that you want to cancel the service just to get a better deal is basically a dishonest action. The fact that so many here seem to engage in this activity makes me wonder about their morality. It also makes me wonder about the morality of the provider. If/when I call my provider to cancel my service I will mean it and would be insulted if the CSR tries to get me to stay. It would be like taking a bribe.
I don't think threatening to cancel is dishonest in any way. The provider has set the expectaion by offering deals to keep people from canceling. If you don't ask for the deal you don't get it. I have a real issue being treated that way. If I'm paying $100 a month and you'll give me $10 off if I threaten to cencel but give me nothing if I just mortor along quietly why aren't you giving me $10 off just for being a good customer?

I see it all the time with Credit cards. Hey it will be $100 a year for your card. "No thanks I'll just switch to x bank tyhey will give me a free car"

Wait wait we don't want to lose you we'll waive the fee.

Well why were you trying to charge me $100 if you were willing to give it to me for free?

Ypou don't ask y0ou don't get. I certainly don't feel putting a $100less thatn I have to in the pockets of a shareholder of Rogers or whoever makes me any less moral. Do you pay full list price for your cars?
Toolatecrew is offline  
post #13 of 32 (permalink) Old 2008-03-20, 03:36 PM
Moderator
 
Join Date: Apr 2003
Location: Gatineau and Ottawa
Posts: 11,101
Quote:
If/when I call my provider to cancel my service I will mean it and would be insulted if the CSR tries to get me to stay
Why on earth would you be insulted?
Jake is offline  
post #14 of 32 (permalink) Old 2008-03-20, 04:11 PM
Veteran
 
Join Date: Aug 2007
Location: Stratford, PE.
Posts: 3,704
Quote:
Originally Posted by Jake View Post
Why on earth would you be insulted?
I would be insulted because by doing so the CSR is not thinking of me as an honest person but as someone trying to find an "angle". My word is my bond. If tell say something I mean it. It is not a ploy. Maybe that's old fashioned but that's the way I am.
reidw is offline  
post #15 of 32 (permalink) Old 2008-03-20, 05:25 PM
Member #1
 
Join Date: Dec 2001
Location: Toronto
Posts: 47,716
Quote:
Why on earth would you be insulted?
I understand what reidw is saying. It's like finding out that for years you've been paying a $100 a month for a service and then finding out your neighbour has been paying $75 a month. You feel cheated.

Regardless my whole point is that NOT offering a "discount" is NOT bad service as the original poster suggested.

To me GOOD customers service is standing behind your product and the price you sell it for.



hugh is offline  
Reply

Quick Reply
Message:
Options

Register Now



In order to be able to post messages on the Canadian TV, Computing and Home Theatre Forums forums, you must first register.
Please enter your desired user name, your email address and other required details in the form below.

User Name:
Password
Please enter a password for your user account. Note that passwords are case-sensitive.

Password:


Confirm Password:
Email Address
Please enter a valid email address for yourself.

Email Address:
OR

Log-in










Thread Tools Search this Thread
Show Printable Version Show Printable Version
Email this Page Email this Page
Search this Thread:

Advanced Search
Display Modes
Linear Mode Linear Mode



Posting Rules  
You may post new threads
You may post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off
Trackbacks are On
Pingbacks are On
Refbacks are On

 
For the best viewing experience please update your browser to Google Chrome