Long Time no See

Forgive the random timing on these posts Ill try to get a full week in next week. Oh wait nevermind I am gone thursday and friday. Well I'll try to give you at least three worthy entries. next week.

Now I can’t claim to be the pioneer of working the deal. I only emulate the stories I have heard. For this I must first give props to Yak as he negotiated this deal blindly. For myself I came in with a pseudo game plan. Here is how I got the current new subscriber deal.

Preperation:

Pen and piece of paper, last 6 months worth of billing statements.

Action

1. I had an easy in. Comcast had been wrongfully billing me for over two years. It was only a minor charge at 3 dollars a month. Since I had experienced poor service from my internet I figured that now was the best time to call and complain about that while twisting the knife concerning my missbiling.
2. Talk to a tier 1 rep who says she doesn’t have records beyond 6 months. Obviously I disagree with her offer to refund the 6 months. I get fussy and get bumped a level.
3. Tier 2 rep makes no promises but does agree to create a case for their accounting firm to look into the matter. She warns that I may have to provide a proof of purchase concerning my modem. I indicate that this is unacceptable as the installer clearly noted that I would not be renting their product.
4. Minorly satisfied I ask to talk to their technical support. Technical support guy is the technical support jerk that we all are. He informs me that quote “any service is good service”. I am thrilled with that answer and write his name down.
5. He tries to work with me on my comp but the call “drops”.
6. I call back and ask for their retention department. The tier 1 says that he is qualified to do this. Knowing that he is not, I make sure to blather incoherently about the poor service the tech guy gave until he transfers me up the line to a Tier 2 tech guy who simply asks when I would like a tech guy to come out as was my original request. Original mission has now been fully accomplished.
7. Since I have already moved above the tier 1 drek I decide to press my advantage and get transferred to their sales team.
8. I get a Tier 1 sales person to whom I state my desired offer. She claims that it is not available. I trump her by letting her know that a recent friend just got the offer. I am immediately transferred.
9. Tier 2 sales is not budging and voices begin to escalate. She asks for an address of who I know that had gotten the offer. I give it, she gives a confused statement, I silently let her words hang in the air and I am transferred again.
10. Tier 3 begins to work on my new deal. We talk for quite some time. Finally she says oh the computer will not allow her to enter my order. Clearly she is playing the “it’s not my fault its technology that is screwing you over” card. She says that my only option would be to discontinue my service with Comcast.
11. I had gone too far to quit now. So I got her name and direct extension and called her bluff. I ask her to transfer me over to whomever I need to speak with to discontinue my services.
12. At last I have reached the people I want to talk to. I begin talking to a very friendly woman and we begin to exchange some pleasantries. When I tell her the score she initially tries to be coy about the promotion.
13. I then unload on her every negative aspect of my phone trip through Comcast, I tell her about the improper billing and when I give the name and extension of the previous person who had arranged the deal suddenly the flood gates opened. Suddenly technology worked and there was no need to discontinue services. I got my new deal and all is right in the world.

Lessons learned

It was a two hour phone call but one I am glad that I made. I got 6 meg internet, a phone line, digital cable with HBO and a High definition receiver and services for a full year for only 110 dollars.

The two biggest things I have learned from this are persistence and pressing your advantage. I had been receiving poor service when I got on the phone I was given poor service. Rather than accepting it I kept going after what I wanted. Once I had achieved that everything else was just gravy. All I wanted was a small refund and a service tech to come out to my house. I got that and a whole lot more. Don’t stand for poor service. When it is given use it against them.

As a side note to this wondrous story I am making assumptions on the actual structure and tiers of their customer service reps based on my own knowledge of customer service systems.

Side notes

Aphelion if you still read this give me a call as I seem to not have your current number.

Cheers!