Existing AT&T Customers Recieve Promotional Offer?

[UverseHelpPlease]

Hello :-)

I'm an existing AT&T customer.  I have AT&T uverse and the promotional price ended almost a year ago.  I have been told by three AT&T representatives that I can still get the promotional price; however, whenever I call them, they say I cannot.  Despite AT&T people calling and giving offers.

My Question: Does anyone know if I can still get promotional offers?? I find it unfair that new customers get much cheaper rates than loyal customers. I'm probably missing something And, I would appreciate any information anyone could share.

[jimgfitzgerald]

It's not unfair to offer reduced pricing promotions to new customers.  They all do it, and we were all new customers once.  If you are ready to drop U-Verse because of the cost, you might try calling "retentions" and see if they can help you.

[JB-OH]

AT&T is royally blowing it in my opinion.  I signed up a year ago.  My promotion was $25 off for 6 months and $200 in rebate cards (a total of $350 in promotions).  When I signed up the rep who sold me the U-Verse assured me that AT&T would offer me something close to keep my business after a year because they were trying to grow and gain as much market share as possible. Boy was he wrong.  I called and spoke to 2 different supervisors yesterday.  The BEST offer I received was $10 off my bill for 3 months!  Really $30 in promotions compared to the $350 I got when I signed up, unacceptable.  I tried haggling (I would have been happy with $20-$25 off a month for 12 months, much less than got to begin with), they would not budge.  I like my U-Verse service, but I am not paying $100 a month for cable television.  I spoke with a rep from Dish Network yesterday, I will be able to get the SAME TV package I had with U-Verse for $60 the first year of my contract and $80 the second year of my contract (an average of $70 a month).  Plus a $150 Visa card.  Direct TV has very similar pricing also.  If AT&T is trying to gain market share, they are doing it the wrong way.  The cost of obtaining a new customer is 6 to 7 times the cost of keeping a current one (this is a known FACT of business).  I paid my bills on time every month, all they had to do was work with me and they would have been getting $75-$80 a month from me for the next 12 months, their loss.

[texasguy37 ACE - Champion]

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JB-OH wrote:

AT&T is royally blowing it in my opinion.  I signed up a year ago.  My promotion was $25 off for 6 months and $200 in rebate cards (a total of $350 in promotions).  When I signed up the rep who sold me the U-Verse assured me that AT&T would offer me something close to keep my business after a year because they were trying to grow and gain as much market share as possible. Boy was he wrong.  I called and spoke to 2 different supervisors yesterday.  The BEST offer I received was $10 off my bill for 3 months!  Really $30 in promotions compared to the $350 I got when I signed up, unacceptable.  I tried haggling (I would have been happy with $20-$25 off a month for 12 months, much less than got to begin with), they would not budge.  I like my U-Verse service, but I am not paying $100 a month for cable television.  I spoke with a rep from Dish Network yesterday, I will be able to get the SAME TV package I had with U-Verse for $60 the first year of my contract and $80 the second year of my contract (an average of $70 a month).  Plus a $150 Visa card.  Direct TV has very similar pricing also.  If AT&T is trying to gain market share, they are doing it the wrong way.  The cost of obtaining a new customer is 6 to 7 times the cost of keeping a current one (this is a known FACT of business).  I paid my bills on time every month, all they had to do was work with me and they would have been getting $75-$80 a month from me for the next 12 months, their loss.

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The sales person told you information that was not true.

Also, you are not getting the SAME TV package with Dish Network because no two TV providers offer the same channel lineup or package structures.

[JB-OH]

All the channels that matter are the same (I may not get channels like Pallida HD, and Sony HD movies, who cares).  Your totally missing the point.  Out of my entire story, you addressed the two least important issues.  If AT&T is trying to gain market share, why let existing customers walk and spend big money to get new ones.  It is a bad business model.  Especially for company that has less subscribers than their competition.  {keep it courteous}  Look at this logically.AT&T could generated $960 in revenue from  me over the next 12 months, now all they get is a lost customer and a bunch of used equipment back.  I fail to understand the logic in any of this.  For the people who have no brains or just don't care about paying outrageous rates after a year, fine let them do it, but for their consumers who have to watch what they spend each month and call and try to work something out, WORK WITH THEM.  What I asked for wasn't ridiculous.  I was insulted at "$10 off for 3 months".  That actually made me even more angry.

[texasguy37 ACE - Champion]

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JB-OH wrote:

All the channels that matter are the same (I may not get channels like Pallida HD, and Sony HD movies, who cares).  Your totally missing the point.  Out of my entire story, you addressed the two least important issues.  If AT&T is trying to gain market share, why let existing customers walk and spend big money to get new ones.  It is a bad business model.  Especially for company that has less subscribers than their competition. {keep it courteous}  Look at this logically.AT&T could generated $960 in revenue from  me over the next 12 months, now all they get is a lost customer and a bunch of used equipment back.  I fail to understand the logic in any of this.  For the people who have no brains or just don't care about paying outrageous rates after a year, fine let them do it, but for their consumers who have to watch what they spend each month and call and try to work something out, WORK WITH THEM.  What I asked for wasn't ridiculous.  I was insulted at "$10 off for 3 months".  That actually made me even more angry.

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All TV providers offer new customer promotional pricing to attract new customers. Once the promotional pricing period expires, the regular rates kick in. I had Dish Network for 3 years prior to U-verse.  If you think Dish Network is any different in how they handle new customer versus existing customer pricing, you are in for a surprise.  Why do you think that your rates with Dish Network will go up by $20/month after the first year?

Thanks for the accusation and the name calling!  Another set of steak knives for me!  

[JB-OH]

{keep it courteous}  It is nothing personal and this has turned into a pointless conversation since you still fail to acknowledge the customer retention vs. customer acquisition facts that apply to business.  Pointing the finger at other providers and saying “they do it too” sounds like something a 5 year old says during recess on the playground.  You are right about my rates jumping after my contract period but at least I will be getting my TV at an average cost of $70 a month for 2 years rather than 1.  Maybe in 2 years AT&T will consider me a “new customer” again.

[jimgfitzgerald]

All providers offer discounts for new customers.  They do it to entice customers to go through the hassle of switching providers.  Once your discounts expire, your price increases to the "normal" price.  At that time, you have to compare prices and decide to keep your existing provider or switch to another provider.  We all go through the same process.  Some switch, some don't.  I got $53 a month discounts for 6 months plus $150 in rebates.  At the end of 6 months, I upgraded from U200 to U300 and negotiated $39 for 12 months in discounts plus I received another $50 in discounts.  At the end of 12 months, I'll go through the process again and decide to stay or leave.  That's the nature of the industry.

[annfam03]

I agree with JB-OH. I have had Direct TV and Comcast and BOTH companies were willing to work with me after my year of promotional pricing was up. They both left me on the new customer discount for as many years I was with each of them. I was with Comcast for four years and Direct TV for four years and my bill remained the same. So don't let ANYONE tell you that other companies only give promotional prices for the first year to new customers because that is a lie. Every company does it except for U-Verse!!! When we moved we thought we would try U-verse because the sales rep was so nice and he reassured us of the same thing that the first person asked about "that U-verse will keep you at a promotional price year to year as long as you keep signing on for another year when your year is up." I recently found out that was a lie and the retention department did nothing to help.

[jimgfitzgerald]

I think it depends on how you ask, at least that is my experience.

[stephanstricker]

Did anybody ever try to cancel the account and sign up for a new one? I called them and they dont want to give me the pronotion rates. I could simply cancel my contract and sign up again. Then I would also get new hardware.

Stephan

[texasguy37 ACE - Champion]

I think that you have to wait 6 months after canceling to be considered a new customer again.

[mduha29912]

Before I left Cox cable I called Cox and they were going to give me $50 off a month for the next 12 months. A really good deal. They matched the discount  I am now getting from Att. I am set up for both systems. I will have no problem at all making one phone call a year to switch and  save $600 a year. After I left Cox they sent a card and offered me half off my bill for the next 6 months if I would return. They do all the work and all I have to do is make one phone call. I still get email with my old cox email address so switching is very easy and no big deal.

[John in Florida]

I spoke to customer service yesterday and was told that she could not do anything for me. She only has promotions and special pricing for new customers. She suggested that I talk to customer retention which I did. Boy what a deal I got. The rep gave me $5.00 off my TV service for 6 months. I have U450.  She said that was all that she could give me. Needless to say I will be canceling my ATT service once my new service is installed on Friday. I don't like Brighthouse but $150.00 plus tax a month is too good an offer to turn down. This is for TV (HD and digital channels), phone, RR turbo internet,  HD DVR, HBO/Starz/Showtime ($32.00 for the three movie channels).

[texasguy37 ACE - Champion]

Is that new customer promotional pricing with Brighthouse?

[John in Florida]

The advertised price for the bundle is $110.00 for the first year plus the extras.  Another bundle with the HD DVR is $115.00 for the first year plus the extras. The HBO price is $17.00  and $8.00 for additional channels. This is the every day pricing for the movie channels. The sports channels are available for additional fees.

[texasguy37 ACE - Champion]

What is the pricing after the first year?

[John in Florida]

I have had Road Runner for a number of years and Brighthouse gave me the current bundle pricing.

[John in Florida]

It is going to be regular pricing for the TV, phone will be $39.95 for unlimited US calls and internet will be $50.00. Movie channels will be the same barring any annual increases.

[kootomoshii]

we were all new and happy when we first came to att&t, and they set us up with a great product/plan, right? Dont give up so easily. They are still there for us. Had similiar promo expiration issues this month. Today i talked with Mr. Kearney and his manager Ms. Murphy out of at&t Falls Church, Va , these guys were great! The best customer service you can ask for. Made my recently expired promo plan even better than the one that expired. Both these guys were excellent, wish i could let the CEO know about them. I guess you can tell, they made me very happy today !!

[edited for privacy]

[kootomoshii]

Had similar expired promo issues this month.  Spoke to 2- excellent at&t associates just a little bit ago.  Mr. Cheron Kearney and his manager Ms. Alicia Murphy, out of at&t  Falls Church, Va.    At first, called thinking I might have to cancel my uverse high speed internet account because promo expired and price increased.  Got "CJ" first on line, think maybe i had up against the ropes in the ring, not giving him much breathing room.  He let me vent out, then took care of business.  He listened carefully, he cared, connected me with his manager, Ms. Murphy-  together,  they hooked my up with a plan that was even better than my intial 12-month promo plan!!  They were both excellent!  Wish I could tell the at&t CEO about them.  I share this with you guys to let you know, never give up on brand loyalty.  I have other at&t devices with at&t, these guys never knew i have been with at&t for years.  If something not right with your at&t product,  call them, give them a chance.

[RCSMG ACE - Master]

Thanks for the positive post.  Send Alex a PM with the info.

http://forums.att.com/t5/notes/privatenotespage/tab/compose/note-to-user-id/318276

[curt-mass]

I totally agree that AT&T needs to do something to improve their horrible billing system.  When I got U-verse my AT&T sales person told me that my monthly bill would be $154 per month for the top level package (450 I believe).  What I got was a different billing amount each month.  Most of them raised the price. In my eyes AT&T has no integrity because of this awful billing process.  Prior to AT&T I had a contract with Dish Network. There were very few billing increases.  When there was, I received advance notice from Dish Network.  They also did a post call to me to insure that I was OK with it.  For this reason, I give Dish Network a high grade for integrity.

Yesterday (04/18/2013) I talked with an AT&T person who does have integrity.  This AT&T person told me that I should not have to pay more than $152 monthly for my AT&T U-Verse services. they also suggested I talk with someone in their Retention Department.  I spent hours trying to find a way to contact someone in Retention with no luck.  My last bill from AT&T was $235.48 which is a $81.48 increase from what I was originally promised by an AT&T sales representative.  Also, sometime in the 9 months I have been with ATT U-Verse my level of service was dropped from the top level 450 down to 300.  This meant that I lost many movie channels and other things like no cost HDTV which added $10 plus taxes. 

I agree that AT&T's marketing strategy is a good way to lose lots of good customers.  I have been pleased with the U-Verse system but I have been retired for 3 years now and my Social Security seems to be going down now that our nation needs more money to pay off trillions of dollars in debts.  Also, gasoline and groceries and just about everything else are going up in price.

I know that there are some really good people who work at AT&T because I met one yesterday. 

Does AT&T have any plans to fix this problem?  If not, with the economy going the opposite direction, I predict that AT&T will have to cut salaries have layoffs, etc., just to keep the company going or not.

Curtis

[edited for privacy]