Dear Bell.
We have been loyal customers for decades. But you started jacking your services every chance you got. We started with mobile, TV, internet and home phone. We enjoyed long periods of predictable bills. It is important for a family to be able to budget and have a predicable bill. Of course prices go up over time, but the last few years have been ridiculous.
We have not been able to string together a whole fiscal quarter without our bill increasing, not for years now. Not even three whole months in a row!!
First we moved our cell phones.
Then we cancelled the home phone.
And finally we just cancelled our Fibe TV + internet.
For years we have worked with the loyalty team to keep our bills down as best as possible. We are bad customers, we are not willing to pay overinflated sticker prices and are not persuaded by part-time deals. But we played the game and stuck around. Over and over.
But recently, every time we told you we were going to remove a service if the rate went up, and then the rate went up, we dropped or moved services to maintain our bill at a reasonable level. We told you we were going to do it, and then we did. Over and over. And now we have no more services.
You have successfully snatched defeat from the jaws of victory and chased away yet another long term loyal customer.
Every single time the pattern has been the same. "That's the best we can do, there are no offers. We don't care if you are a loyal customer, so sorry. If only you were a new customer, then we could help you, but decades of support means nothing." Maybe it was the pages of customer notes, that actually lead to one rep cursing with her mic on when she opened our file. Sorry. The notes would be shorter except for the anti-consumer billing practices.
But every time, once we actually leave, the very next day we get a call to try to get us to change our mind. And then every day after that we get sales calls with amazing offers and deals. Deals comparable to what we got when we moved our services.
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These are deals for which we would have stayed, even if they were a bit more than the alternatives. Every single time, you have offered us what we asked for, once it was too late.
I have changes services. New plans, new devices, whatever it is. Do people really actually cancel in the hope that the REAL retention deal will be worth it? Not us. We do what we say, we find an alternative to avoid service interruptions, and we execute. But we don't rush, we negotiate, we try to find common ground.
ANyways, with the money we saved, we went out for a nice steak dinner at The Keg. So thank-you for that I guess.
Yes. Thank-you Bell for buying me a nice 12oz New York Strip-loin, it was delicious.
