Back when we moved into our new home we had to sign up for a new TV/Internet/Phone provider as our previous company wasn’t in our new neighborhood. As far as cable goes, we like to have the basic channels but we’ve been fine without the premium movie channels. If we wanted to catch up on a series or a movie we had Netflix.
We were able to get a good deal on a combo that would actually be a few dollars cheaper than what we were paying for from our old provider and this new deal actually included some premium channels like Showtime. Cool, I’ll take a movie channel. When talking with the representative I asked if the package would include channels like IFC (Independent Film Channel) and Sundance (you ever see Spectacle: Elvis Costello with…? Awesome music interview show!). I was just making sure since I liked those channels and they weren’t considered premium on our previous provider. I was told they were included so I was happy. Fast forward to our installation day and our technician told me that IFC wasn’t included in the package I ordered. Grrr.
Understand, I can live without the channel, but I was told it would be included and it did help, in a small way, with my decision on what TV/Cable provider to go with.
So I called up our provider and asked about IFC. I told the customer service rep the situation; spelling out what happened very nicely and in an upbeat manner. “Let me take a look,” she says. A couple of minutes later she comes back and tells me that since they told me the channel was included they would upgrade my package to include it. But their system couldn’t add just the one channel – they would have to add Encore and Starz as part of the package. At no extra charge? Works for me!
I was able to have this happen because when I originally made the order I wrote down everything I was told about the package. I also took down the name of the person I spoke with. The provider we have was also smart to add the channels as there are a few different providers in the area all looking for my business. It was good customer service (I appreciate that!).
Back to the phone call with customer service. After we cleared up the IFC business, the rep asked if I would like to try out HBO and Cinemax for three months. “What’s the catch,” I asked? The catch was I had to make sure I canceled before the three months were up or I would be charged monthly for the channels. I said yes to the deal and now had two MORE channels on our plan at no extra cost.
To make sure I canceled HBO/Cinemax in time (I wasn’t going to pay for the channels), I went into my Google Calendar and set up a reminder to email and text me about a week before my three months were up.
In the almost three months I received numerous offers from the other providers in our areas to switch to their plans. I even had one person selling a service door-to-door! Though annoying at time, these other offers proved useful.
See the offers were pretty good plans that included channels like HBO in their price, which was close to what I was paying already (not cheap enough to switch though).
When I received my email and text reminders to cancel HBO and Cinemax I called up our provider and told them I was calling to cancel. Then I mentioned that I received offers from the competition that included HBO and Cinemax in their price. I asked if there was anything they could do to match the offer. “Hold on while I check,” I was told. A minute or two later, the service rep. said they could extend my deal another three months. Score! [Back to my Google Calendar…]
To recap: Because I paid attention to my original order that was supposed to include IFC, I received Encore, Starz, and six months of HBO and Cinemax. Not too bad of an upgrade, huh?
Key points to take away from this:
- Pay close attention to any order you make. Get all of the details and keep a record of them. Ask for a confirmation, either in writing or via email and get the name and/or rep. # of the person you spoke with.
- Follow up if something isn’t to your liking or wasn’t included. I think this is where a lot of people miss out. For whatever reason we don’t follow up when we don’t get what we expect.
- Don’t be afraid to ask for an upgrade. Open-market capitalism can be a powerful ally in getting more for your buck. If there are similar companies out there that want your business, see what they will do to get it. This works not just for cable channels but for anything like a new car or shopping for electronics. Ask. The worst you can be told is no.
- Be nice. Customer service reps take a lot of crap from angry customers all day. Don’t be one of them. As the saying goes: “A little honey goes a lot farther than vinegar.” When you start off on the attack the other person tends to start off on the defensive. Talk nicely and simply explain your situation. If you don’t get the answer you are looking for, ask for a supervisor, but be nice. You will be amazed at how far it can get you!