Cable Company Bait and Switch

[easysurfer]

For internet I have internet only (lowest speed) from Comcast. For phone I have unlimited nationwide from AT&T. I don't want to do the package deal thing hopefully to avoid creeping up rates. Oh yeah, plus I watch tv OTA and Amazon Prime streaming.

 

[JoeWras]

I've found that they will stonewall you until you say "cancel my service". Then you go to a customer retention specialist who will actually do something. When I switched to ATT a year ago, they promised one price verbally, but when I went on line to review my next bill, it was more. So I called and was told it would take 30 days to correct the error. Since the installer had not been out yet, I asked to simply forget the whole thing. Like magic, the original rep called to say it was all fixed, which it was. One year later, the special rate expired and I got no offer of relief until I cancelled the service.

I play this game with AT&T Uverse every year.

Here's my script:

1) Call in, I get offshore. I tell them, "Please Cancel." This automatically sends me to USA in 10 seconds flat.
2) In USA, I tell them, "I really don't want to cancel. I've been loyal. You need to do better, much better, to the tune of at least 20%. If you cannot, I then WILL cancel for sure and go with Time Warner." And I will. I mean it, even though I dislike TWC too. Naming a competitor is the "open sesame" keyword.
3) They either handle it or send me to a specialist. The discussion then is usually cordial. But it takes time, usually up to 1 hour, which is ridiculous. It is like buying a car or something, "I need to get this approved by my manager" and such.

During my discussions with retention with the AT&T guy in Kentucky, we had a discussion about their competition. They are quite aware of them, including Google Fiber which is starting to boil up in Raleigh. They have their hands full. Use it to your advantage.

 

[dirt_dobber]

I play this game with AT&T Uverse every year.

Here's my script:

1) Call in, I get offshore. I tell them, "Please Cancel." This automatically sends me to USA in 10 seconds flat.
2) In USA, I tell them, "I really don't want to cancel. I've been loyal. You need to do better, much better, to the tune of at least 20%. If you cannot, I then WILL cancel for sure and go with Time Warner." And I will. I mean it, even though I dislike TWC too. Naming a competitor is the "open sesame" keyword.
3) They either handle it or send me to a specialist. The discussion then is usually cordial. But it takes time, usually up to 1 hour, which is ridiculous. It is like buying a car or something, "I need to get this approved by my manager" and such.

During my discussions with retention with the AT&T guy in Kentucky, we had a discussion about their competition. They are quite aware of them, including Google Fiber which is starting to boil up in Raleigh. They have their hands full. Use it to your advantage.

Hilarious! - I do the same thing with them only I have to commit for 2 years at a time though. I have done it for at least 6 years now. I put the anniversary on my google calendar with a "1 week to go reminder email" and then place the call.

 

[H2ODude]

I have had TW for almost 20 years, only beef is the price. Couple of years ago ATT Uverse ran cable through the hood and a guy knocked on the door and did a good sales job. Of course I found out he lied about many things, including that I would not need a box for each TV. I discovered all the lies except the last one before they showed up for final install, but they had run the cable and installed the box outside the house. When I realized I would need boxes on each (unlike TW) I called ATT. They offered to not charge for the boxes for first 6 months, but I said no way. Made them remove it all and get off my lawn.

Rep at ATT apologized for the misrepresentation of the sales guy, said they use third party contractors for sales and they work on commission, so hence they often lie. Let's just say I wasn't impressed.

 

[bUU]

However, if we use disappointment with how we were treated by a previous service provider to make decisions going forward, we're in for a rude awakening, since such disappointment sheds no light on the relative merits of one service provider over another, since they all operate to precisely the same standards.

 

[MichaelB]

I think the issue here is not disappointment with the service, more like shady business practices combined with monopoly-like customer relationship management techniques that reflect little regard for customer satisfaction and instead generate real customer issues that are difficult to resolve only because the business is unconcerned.

 

[myself]

I'm livid at the moment. After carefully negotiating a "triple play" package with a major phone/cable company last month--and getting a confirmation of all agreed upon charges in writing--I received my first bill. The bill does not AT ALL reflect the agreed upon package price. 1.5 hours on the phone to the company today and all I am told is that "the sales rep was wrong; we will make sure we will train our reps better in the future."

I will not pay a bill for something I did not agree to. What can I do? A quick check on the internet confirms that this company frequently uses bait and switch tactics.

That's one reason that I opted out of the triple play package, not to mention that the cost keeps going up every year after the 1-2 year signup promotion.
I switched to an antenna (100 mile range), and can pick up channels from Pittsburgh, NY, Philadelphia, etc. I paid $100 for the antenna, $70 for the cable to connect it directly into cable distribution box, and voila, I've got HD tv for nothing anymore. That was almost a year ago and it dropped my cable price by $95/month or more.
In case anyone is wondering, I mounted the antenna inside my attic between the myriad of joists which support the roof, and literally gave it a rough guess where it had to be directed.
I'm currently considering putting in a second antenna and adding a coupler/switch so that I can get additional channels from other networks.

ETA: We still have high speed Internet with them, and a subscription to Netflix, which gives us plenty of movies and shows with NO ADS.

 

[bUU]

... shady business practices ...

When a business practice is not only defended by the legal standards but is effectively universal - so common that no one is really surprised when it occurs - can it really be called "shady"? At what level of prevalence does caveat emptor come into play?

 

[MichaelB]

When a business practice is not only defended by the legal standards but is effectively universal - so common that no one is really surprised when it occurs - can it really be called "shady"? At what level of prevalence does caveat emptor come into play?

It can be called shady. also illegal. Businesses often flout the law because the rewards are greater than the penalties.

 

[Gotadimple]

Every cable company has to offer a basic cable package. This is usually the local channels that most can get OTA with an antenna (unless they live in a hilly place, like Seattle).

If all you are interested in for live TV is the local stuff, then call the cable company and ask for the basic package. They will offer everything else, just repeat you want basic cable. You'll get it.

Then you'll need a provider for internet service. That could be the cable company, but, by now you are so angry you won't go near them. So, there should be one or two other options. I personally use the phone company for internet as they are less expensive than the cable company. Again, be aware of what you need in terms of speed. They may offer you Direct TV or Dish, just let them know you are interested in them for internet access because you'll be streaming from Netflix, or Hulu, etc.

Use each of these companies for their strengths, not their 'add ons.' Cable companies are great at basic cable, and phone companies are great at basic phone service, or internet access. Neither of them is customer-focused, because they think they have a monopoly.

They don't, they just have convinced people they do. It's confusing to work through the maze, but in the end, you will be happier because you are paying for what you need, not what someone else can coerce you into accepting.

- Rita

 

[aja8888]

Rep at ATT apologized for the misrepresentation of the sales guy, said they use third party contractors for sales and they work on commission, so hence they often lie. Let's just say I wasn't impressed.

This is clearly a conflict of interest (misrepresentation of services for commission gathering) if the hiring company allows their contractors to practice this without penalty.

 

[Free To Canoe]

You might have 3 days to cancel the contract.


Canceling a Contract Within Three Days | Nolo.com

 

[rodi]

When a business practice is not only defended by the legal standards but is effectively universal - so common that no one is really surprised when it occurs - can it really be called "shady"? At what level of prevalence does caveat emptor come into play?

The OP had a price IN WRITING for the service. The company is refusing to honor this written quote. That is shady.

They blame the worker/contractor - but they HIRED that person...

I don't see how you can defend this.

 

[pb4uski]

+1 most companies would honor the deal as a cost of doing business and then either fire or train the rep who provided the deal that was outside company bounds. A "Sorry but the sales rep should not have offered you that deal" is slimy.

 

[bUU]

It can be called shady. also illegal. Businesses often flout the law because the rewards are greater than the penalties.

They do, but I think most of the issues people raise and call "shady" are really just standard, and legal, practice.

Every cable company has to offer a basic cable package. This is usually the local channels that most can get OTA with an antenna (unless they live in a hilly place, like Seattle).

On June 3, the FCC declared that the entire nation now enjoys effective competition for subscription television service, and therefore cities and municipalities can no longer limit the price of the lowest level of service offered.

The OP had a price IN WRITING for the service. The company is refusing to honor this written quote. That is shady.

Yes, I agree... that was an instance of shady business, on the part of the sales person. The question remains: Who's responsible for the sales person's actions. We don't know, and cannot know.

Independent resellers are often free agents. All the service provider can do is no longer do business with free agent resellers. Are we sure that they didn't detach from that sales person?

They blame the worker/contractor - but they HIRED that person...

Where's the proof of that? I think a lot of folks are assuming things that they cannot prove in this case. I've seen a lot of business arrangements that simply don't work the way you seem to think all business arrangements work.

I don't see how you can defend this.

I don't see how you can categorically eliminate all possibility that there is another explanation. And that's really the crux of my concern. Let's agree that there is a 99.9% chance that you're right. But please grant that there is at least a 0.1% chance that you're wrong.

And more importantly, that there is a 99.9% chance that this is the way things are and that we'd better get used to it. It isn't going to change. And getting upset about something that happens over and over again serves no purpose I can see.

+1 most companies would honor the deal as a cost of doing business and then either fire or train the rep who provided the deal that was outside company bounds.

That's simply not the case in this industry, as a whole, any longer. And more and more industries are moving in the same direction.

 

[Texas Proud]

Every cable company has to offer a basic cable package. This is usually the local channels that most can get OTA with an antenna (unless they live in a hilly place, like Seattle).

If all you are interested in for live TV is the local stuff, then call the cable company and ask for the basic package. They will offer everything else, just repeat you want basic cable. You'll get it.

Then you'll need a provider for internet service. That could be the cable company, but, by now you are so angry you won't go near them. So, there should be one or two other options. I personally use the phone company for internet as they are less expensive than the cable company. Again, be aware of what you need in terms of speed. They may offer you Direct TV or Dish, just let them know you are interested in them for internet access because you'll be streaming from Netflix, or Hulu, etc.

Use each of these companies for their strengths, not their 'add ons.' Cable companies are great at basic cable, and phone companies are great at basic phone service, or internet access. Neither of them is customer-focused, because they think they have a monopoly.

They don't, they just have convinced people they do. It's confusing to work through the maze, but in the end, you will be happier because you are paying for what you need, not what someone else can coerce you into accepting.

- Rita

Your phone company must be much better than mine... I have AT&T and had crappy service... had static on the line all the time... they replace the line after cutting it and it was worse... the max internet speed from them was 3meg... I get 50 from my cable and it is much more reliable... also, their phone is much more reliable... and it is Comcast.... so far I have not had any problems with them.... but, I have not tried to cancel them either...

 

[Texas Proud]

When a business practice is not only defended by the legal standards but is effectively universal - so common that no one is really surprised when it occurs - can it really be called "shady"? At what level of prevalence does caveat emptor come into play?

Just because it is common does not mean it is not shady....

And if every provider is providing basically the same level of service then caveat emptor does not come into play if you want their service....

Another example is drug companies.... they can charge whatever they want for their drugs... they can raise them at any time and there is nothing a consumer can do.... especially if there is only one drug that can be used....

 

[Marita40]

Back with today's update, and the continued query--"What would you do?"
I called Centurylink again today and spoke for about 1/2 hour with an "escalation department" rep. He seemed like a good guy. I deliberately spoke slowly and calmly and he spent considerable time reviewing all the notes on my now-massive file. The issue, he said, was that I am in a fiber optic service area and the sales rep who quoted me the original price evidently did not know or ignored that fact. Being in a fiber optic area, I have no choice but to pay the higher cost that comes with that. There is no option to do "non" fiber optic. It is true that the installer who came out last month spent what seemed like hours here and told me about the fiber optic installation that all new services in my area require. But of course no one told me it came at a higher cost than what I was quoted--until I saw my first bill.

I told the escalation guy today that I would therefore need to cancel everything and that I would not pay the bill. He said I understand you will cancel but you still must pay the bill because you had the installation done and one month of service. He lowered the one month of service to the price I should have received if I had got the promised package; however, going forward my bill will be $25/month higher than what I had agreed to. That was "all he can do."

My options are all bad:
1) suck it up and pay the $25.00/month higher bill. They win. No interruption to service; take a deep breath; it is not that much; live and learn. And contact the Attorney General about Centurylink's habit of Bait and Switch.
2) cancel all three services in a huff of righteousness. Still have to pay for installation charges (@85.00) and one month service. If I refuse to pay, have to worry about being a delinquent (I've never not paid a bill--don't know what happens. Knowing my luck I'd predict that I'd just have to pay the bill down the road with accretions of late fees). Then have to start all over, with all the pain that involves. Comcast--the only other choice--equally as horrible and expensive. Have to pay new installation charges. Have to negotiate new package only to get equally erroneous bills. Have to buy new modem. Etc. Etc. Been there, done that. More headache, aggravation, anger. DirectTv also has the one movie channel I watch most frequently on their low tier line-up, TBS; Comcast does not.
3. Cancel everything with Centurylink, pay the existing bill. Then try to figure out other options. I am one of the last people in the world that does not carry, nor do I wish to carry, a cell phone. So go to a smart phone? Then I'd have to buy service and wouldn't the landline, which serves all my phone needs, be even cheaper? And I just purchased a new landline phone two weeks ago! Then I'd have to figure out the TV thing; just haven't used Netflix or any such thing before. I wouldn't be opposed to it. But then I'd have to pay Comcast for internet only, and the prices are much higher for "one play" then they are for "double or triple play." They get you coming and going.

SO--WWYD? The older I get the more I need to conserve my emotional health and energy--need to pick my battles. Is this issue worth being angry about as I have been, now, for two days?

 

[Marita40]

I don't know--perhaps I'm just being unrealistic here. The price I was originally quoted for all three services, internet, phone, and a mid-tier TV, was $74.95/month plus taxes. The "new" bill will be $99.00/month plus taxes. What do others pay for similar services?

 

[aja8888]

I don't know--perhaps I'm just being unrealistic here. The price I was originally quoted for all three services, internet, phone, and a mid-tier TV, was $74.95/month plus taxes. The "new" bill will be $99.00/month plus taxes. What do others pay for similar services?

Does that include the modem rental? What about a set top box rental? Fees?

With Crapcast, like we are stuck with, they charge for rental of all equipment, $10 for HD service, $15 for a second TV access, etc, etc. You could start with a $99 fee and end up with a $175 bill per month.

To gauge the cost, the extra fees must be included.

 

[MichaelB]

The issue, he said, was that I am in a fiber optic service area and the sales rep who quoted me the original price evidently did not know or ignored that fact. Being in a fiber optic area, I have no choice but to pay the higher cost that comes with that. There is no option to do "non" fiber optic.before.

This is an excellent way to redirect your attention away from the fact that you have a written agreement or proposal with a lower price that they do not wish to honor.

When you speak with the rep on the phone keep in mind that they do this 10 times a day, 5 days a week. They are practiced and coldly calculating, you are not, they know this and fully exploit it.

I don't know--perhaps I'm just being unrealistic here. The price I was originally quoted for all three services, internet, phone, and a mid-tier TV, was $74.95/month plus taxes. The "new" bill will be $99.00/month plus taxes. What do others pay for similar services?

Is this still a promotional price that will jump higher after the introductory period?

What is your desired outcome? What would be a "good" resolution to this situation?

 

[robertf57]

If you had the time, I would sue them in small claims court for specific performance of the contract they gave you ( the written price they quoted you). It is a fairly easy process and one I used during eviction of a tenant. Simple form to fill out explaining the issues and a small fee (I think it was $25)

 

[Dawg52]

$99 wouldn't be bad at all if that's it. But fees, taxes and rentals can certainly run it up a lot from there. I don't have a package like that, just internet and Sling.

 

[Marita40]

I already bought the modem ($100) outright. I only need one box for one TV. There will be about $18.00 of taxes and fees on top of the $99.00, as far as I can tell. So a total of about $117./month.

Michael, I hear you. I know how skilled they are at doing this, and I am not. The package evidently comes with a "3 year price lock" meaning (I guess?) it will not go up for three years. But I'm unclear on that matter and even if I were clear I would certainly not trust it. Remember, now, that even if I strive to get this "new" deal in writing, as I did the last, anything can change willy-nilly. What is my desired outcome? To get the package price I was quoted last month. Will it happen? No. What is my desired outcome now? I would like to go live on a technology-free desert island. Possible? No.

 

[Chuckanut]

Your situation aptly show the difference between a "pro-business" environment where the playing field is tilted in favor of a few, and a true 'free enterprise' competitive environment where the playing field is even.

Alas, until the laws concerning cable companies are reformed to meet modern usage of the cable hook-up (not just getting TV to people who live outside the broadcast range of the nearest stations), we are stuck with the tilted playing field.