Our DVR recently stopped recording and efforts to reset it failed. With the arrival of the fall television season, we couldn’t go long without replacing it. I unplugged the cables, grabbed the box and its remote control and made the trip to our local cable TV service center.
At first, the customer service representative (CSR) tried to upsell me. Did I need a new security system? New home phone system? What about an upgraded DVR that can record six shows (!) at once? No, no, and no, thank you. Aside from not needing those services, I briefly explained that my husband complains about the cost of cable TV with every bill. The last thing I wanted to do was increase our monthly rate.
Upon hearing this, the CSR offered to review our account for any ways to reduce our cost. Would I be agreeable to her taking a few minutes to do that?
Yes, of course!
After taking a minute to review, the CSR announced that by bundling internet, TV and phone services, I could save $17 a month. I repeated that I didn’t need phone service and asked if I could get the savings just for internet and TV service. She explained that the savings would only apply if I accepted the phone service.
“But, you don’t have to activate it, you know.”
Wait, what?
I could save $17 a month by accepting a service I don’t want and would not activate, and by taking home the equipment (box, wiring, instruction booklet) that would sit in a closet unopened and unused?
Exactly.
I accepted the offer. Hey, $17 a month is $17 a month, right?
But, isn’t it a little silly?
The CSR processed an order that would not be acted upon, provided new equipment that would not be installed, and activated a service that would not be used. For all of the extra effort, the service provider is going to get $204 less over the next year.
Smartly looking ahead, I asked what would happen after the first year. The CSR explained that the monthly rate would increase by about $20, but suggested that I just come back to the service center and they’ll rebundle it again.
I appreciated the CSR’s review of our account and her suggestion for savings. My husband was pretty happy, too. That was great customer service. However, the cable company could have saved money, time, equipment and effort by simply giving me the lower rate for the services I wanted and would actually use.
Have you had a similar experience? Wouldn’t it be nice to just get the lowest possible rate for the services we actually use? Now that would be great customer service.
