Wow… what a mess this has been. So we’re finally setup and happy with DirecTV. The install crew did a fantastic job, they went above and beyond, cut down tree branches, and installed everything perfectly. They were kind, friendly and had a good head on their shoulders. The only issue was with their packaging plans when I went to purchase their service. Long story short I was giving them my payment info when their call center went down and my offer went down with it. A quick email to the CEO of DirecTV helped solve that and gave me more than I could ever imagine.
So I call up Cablevsison to cancel our TV service but keep our internet service. I tried last night and apparently the disconnection department was closed. So I call back today during my lunch break at work. I am put on hold for 10 minutes while the disconnection service department is busy — a lot of people must be canceling. After the wait I’m greeted by a man who obviously is trying to play games and keep me as a customer. What a great way to talk to an existing customer and trying to get more money out of them.
The man answers the phone “Did we do something wrong?” are the first words that come out of the man’s mouth. So first off I’m confused to say the least, I think he’s talking to someone else in the room, I say “Excuse me?”. He repeats “Did we do something wrong?”. I realize he’s talking to me and it comes off as as being rude and unprofessional, yes they want to keep customers, but I’ve made up my mind long ago. I said “Well yes, our picture quality has been in decline and the prices have raised, we want to just cancel our TV service and keep our internet service.” He eventually accepts this after some back and fourth and then goes onto some shady rant. I shouldn’t have mentioned DirecTV though, it must have added fuel to the fire. “Okay well today you’ll have a $470 cancellation fee for being with DirecTV.” I stopped him “What are you talking about??”. He has no access to DirecTV systems, how does he know anything about them, this is obviously a scare tactic. “Well if you were to cancel DirecTV before your contact you’ll have a $470 cancellation fee.” — I stopped him “I’m not cancelling DirecTV, I’m canceling the cable TV service, if I were canceling DirecTV I wouldn’t have called you.”
From the sound of it and his wording he wanted me to think we would have to pay a fee for canceling the TV service. What a joke. Again he warms me about the satellite cancellation fee and he won’t shut up – I get frustrated and raise my voice into the phone interrupting him – “NO, No no no! You’re not going to convince me otherwise, just cancel the TV service. Look at your screen and see how long we’ve been a customer, over 25 years, just cancel the TV service and keep the internet service. If you can’t understand that then put me on with your manager.”
Eventually he goes over our older plan and confirms the equipment, he lets me know someone will be by on the 24th to flip the switch on the telephone pole to disconnect the TV service and we have 30 days to return the equitment. Again he goes on asking if there’s anything they can offer us, and talks about their phone line service. “I’m not interested in anything today, I just wanted to cancel the TV service. That’s all”.
He finally seems to understand and after all that we’re done, but not before he mentions a “We Miss You” phone number to call if I change my mind. Fat chance.
Good job Cablevision on making a current customer even more frustrated when trying to cancel a piece of service. If there was another internet provider in the area we would have canceled that as well. I would have loved to say “You know what, because of this I’m canceling the internet too, good job.” 😛