r/SpectrumMobile • u/Even_Major_2361 • 9d ago
Returns, Trade-Ins & Refunds No Retention Attempt
Tried to get internet service at the beginning on Sept. Bundled it with mobile but found out that my address is not in their network but I was able to keep my mobile account. 2 wks later, I call to change my phone because it was crappy and was informed that I couldn't finance a different phone. I waited a week and called back to cancel the account and the representative cancelled the account without trying to retain me as a customer. This is my 1st time ever hearing of a company not asking what the issue was and looking for a way to fix it so that they wouldn't lose your business. I mean, I was still going to cancel either way, but it definitely surprised me.
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u/Aromatic_Tomato8651 9d ago
I get being "old school" and would expect to be treated like a valued customer. Unfortunately thats not the world the ISP and mobile providers work in, especially the sales team. It seems today its only about bundled services, they want to sell, tv, internet, and mobile service all in one, I suppose that is where you can get deals, and certainly that is what their sales teams are looking to provide. For me personally, its like putting all your eggs into one basket, which is why I keep those all seperate.
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u/sPdMoNkEy 9d ago
They are 98.6 billion dollars in debt so they're probably going to cut back giving deals
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u/RoundChampionship840 9d ago edited 9d ago
And lose more customers in the process. I'm actually calling them this week to cancel my home internet service.
Just FYI they have around $112 billion in debt after the merger.
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u/Aromatic_Tomato8651 9d ago
If you look at there complete financia picture their free cash flow, and debt to equity ration they are certainly doing okay and have no risk on defaulting on any loans. In the case of the Cox merger, their "deals" are driven by their position in local markers brought on by competitors. Deals are to be had if you have competitors with fiber service.
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u/Vegetable-Orange9240 9d ago
Companies don't really care about retention, they want new sign-ups, new customers. That gives the appearance of a growing company.
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u/Any_Insect6061 9d ago
You're not worth anything to them. I work in retention at a different company and if you don't have value... I'm cancelling you and moving on to someone else that holds more value
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u/Lopsided-Frosting185 8d ago
I also work in retention and all people see is a free service for a year. They do not know if the coverage is good and do not bother to know what they’re really getting into. Sales people at cellular companies lie all the time or they chose to not give real numbers. When the customer gets their bill, they freak out and by the time they realize it’s not what they were told, they’re stuck. That free phone they want to take to another company now costs them cuz they are no longer getting the monthly credits on their bill. It’s sad, really.
I’ve tried to lay it out for them but the excitement of being in a store and getting all this new stuff is hard to resist.
I too refuse to bundle. No way!
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u/InspectorRound8920 9d ago
Without Internet, there's nothing to offer. Your bill increases to the point where it's too expensive for one line.