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I was laid off recently, permanently, from a job that I was looking to leave anyway. I've been using the time to my advantage by updating old contacts, and calling companies that I have a relationship with to renegotiate things.

For example, my cable internet provider has many options for new customers that are much better than what I had. I called in yesterday, said "I'm on layoff but want to remain a customer and keep my account current. Is there a way I can take advantage of one of your new customer specials?" They were happy to move me to a plan 2/3 the cost with 2x the speed, and it's good for two years. My cellular carrier also has a number of help-out plans where they'll reduce bills for a set time. T-mobile in particular will cut your bill in half for 3 months, with the caveat that your data is now limited to 3GB. I'm never over about 1 or so off WIFi, so this was a perfect plan, and it should just go back automatically when we're done. If it doesn't, I'm not worried about it, I'd be happy to stay at that rate forever.

So get out there and see what your providers have to offer, feeding them a polite sob story in this time of panic can sometimes have good results.

I was laid off recently, permanently, from a job that I was looking to leave anyway. I've been using the time to my advantage by updating old contacts, and calling companies that I have a relationship with to renegotiate things. For example, my cable internet provider has many options for new customers that are much better than what I had. I called in yesterday, said "I'm on layoff but want to remain a customer and keep my account current. Is there a way I can take advantage of one of your new customer specials?" They were happy to move me to a plan 2/3 the cost with 2x the speed, and it's good for two years. My cellular carrier also has a number of help-out plans where they'll reduce bills for a set time. T-mobile in particular will cut your bill in half for 3 months, with the caveat that your data is now limited to 3GB. I'm never over about 1 or so off WIFi, so this was a perfect plan, and it should just go back automatically when we're done. If it doesn't, I'm not worried about it, I'd be happy to stay at that rate forever. So get out there and see what your providers have to offer, feeding them a polite sob story in this time of panic can sometimes have good results.

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[–] • 1 pt

If you'd been with Time-Warner for that long, they'd have done it. But to the call center employee— they probably just saw your sign-up date as the date that the purchase went through; or at least the date of when they created your TW profile. If you said, "I've been a customer for over fifteen years!" then they were probably all, "heh, get a load of this guy. Nice try buddy, can't pull a fast one on me!"

Not all call-center employees are terribly smart; sorry to hear you got a retarded one. That being said, TW has notoriously bad support. I used to do T2/T3 tech support for TW, and 90% of my job was fixing other people's fuck-ups. Like: people dealing with some recurring issue for years, and all it would take is three clicks to fix it. Dumb shit like that.

[–] • 0 pt

I try not to pull that line on people because I know it sounds like whining. I guess at the time, TW had only owned our local system for something like 5 years, so that may have had something to do with it.

My biggest complaint was when the person I had on the line tried to tell me that no, in fact, the deal I was just offered by the other guy did not exist. Now, I know that people call in and make up whatever, so I don't blame the person, but I probably would have said "I'm sorry, we can't match that kind of deal." instead of "I don't see that on their homepage, I don't think it exists." - when they had been literally plastering everyone's mailbox for the last 6 months with advertisements for this special, and that was the first thing you saw on their homepage.

T-Mobile is completely different, they tell ME how long I've been a customer and how they appreciate that. Thank you.

[–] • 1 pt (edited )

T-Mobile is completely different, they tell ME how long I've been a customer and how they appreciate that. Thank you.

From everything I've heard, if you want good customer service: T-Mobile is the way to go. Although I don't know about the long-run, with mergers and whatnot, but we'll see. TW/Comcast might as well be run by the devil— their employees seem to always be at the ready, to torture you in any way possible.

That really is the worst response they could have given you: I was trained (and figured out why, over time) that the one thing you never call a customer is a "liar." You're free to twist words in any which way your creativity will possibly allow you, to ensure they get the point: but to even show a hint of doubt as to the customer's authenticity is a no-no.

Personally? I would have actually looked their website up-and-down, possibly a sitemap, and even did some keyword searches. If NONE of that showed any results, I'd tell you to call the other provider and give you a direct link or tell them to email you the offer. Hell, even scan the ad and fax it in if necessary— as long as I could prove (in any way) that it was a valid competing offer, I'd probably even give you whatever the best retention-deal there was at the time, just for your trouble. But, hey... that's why I don't work in that field anymore: my skills are better used elsewhere. :p

[–] • 0 pt

I understand, I hated taking service calls and I was in an industry where we we selling $25k pieces of equipment.

I honestly think they just wanted rid of us internet-only people, you couldn't miss the advertisement on the other provider's homepage - that's literally all their homepage was.