I’d been flirting with the purchase of a new TV for awhile and recently came across the right combination of price and quality – but I wasn’t in a particular hurry to upgrade. One thing I did know, however, was that I’d have to trade my old cable card for a cable box – which seemed like a good reason to renegotiate with Comcast.
Currently, they offer new customers a price of $29.99 a month for “Digital Starter”; the same package for existing customers is $63 (nice way to reward loyalty, you fuckers). So, I sent an email to Rick Germano, SVP for Customer Ops at Comcast. Of course, I knew it wouldn’t get to Mr. Germano himself, but I was hopeful it would at least be directed to a team of service reps who understood customer value equations…
In the email, I advised that I wanted the same deal as a new customer would get – and that I was perfectly willing to sign a two-year service agreement to obtain the offer. I further advised that if Comcast was unwilling to accommodate me, I’d cancel my subscription once I bought a new TV – it’s Wifi enabled, so I can watch Netflix, Hulu Plus and Amazon Prime right from my TV and use an antenna for local channels (in HD!).
I got a call the next day from an unhelpful dolt at Comcast, reading from a script, telling me the offer I was requesting was not available to existing customers. When I restated my request, the rep testily replied, “Well, if you’d let me finish what I was saying.” This did not bode well… Anyway, his counteroffer was a plan for $39.99 a month. I explained again that I saw no reason why a new customer should get a better offer than an existing customer. I went on to explain that I was disappointed that Comcast had someone contact me who is apparently unable to comprehend that, while giving me the offer I’d requested would lower my value as a customer, that my cancellation of service would eliminate my value. $29.99 per month > $0 per month. Not to mention the money Comcast will spend trying to win me back as a new customer – in which case I’ll qualify for the offer I’d requested initially.
Needless to say, as soon as I ended this call, I ordered my new TV online – out of spite. And I couldn’t be happier. It was delivered yesterday; it is beautiful; and it is meeting all of my television viewing needs without any help from Comcast. I am eagerly anticipating the call to end my subscription. I’ll show them!
Oh, and here’s my gorgeous new TV. I’ll post an update shortly re. the antenna, which is freakishly well-designed and gloriously effective.