Valued Customer?

You have probably noticed lately that there are a few options available when it comes to your TV and Internet providers.  Recently, I decided to change providers. After years with an old, legacy provider, I felt that the quality of the service was below standards.  Constant internet interruptions, slow loading of streaming programs and frequent tv reception problems have begged the question; are the other guys better, maybe cheaper?  Could the other providers be as bad for the same or less money?

Unfortunately, I live in a smaller metropolitan area where the competition for cable/satellite providers is now down to two major players. There is the old legacy company that I currently use and another that was formed out a major merger.  Three smaller providers who offer service in our area; however, they are much more expensive, and cannot compete, especially when offering “packaged service” and higher speed options and they rely on a wireless network to get service to your door.  So, control of hard wire services now lies in the hands of the few.

So, I only have one choice to change the service in the hopes of achieving 1999 internet speed and upload a movie in less than an hour?  Ok, I might be exaggerating here a little but sometimes the service can be a little shaky and certainly not as good as in larger cities.  Now, I realize that some people will say “you get what you get in a smaller market”, but I would like to point out the advances in technologies over the last few years including cell phones frying our brains a 5G speed.

It seems like we should get a better product, certainly for the exorbitant cost of subscribing to these providers.  Whatever happened to anti-trust laws that were supposed to protect customers from predatory business practices?  It is apparent that every type of business has suffered a reduction in competition, thus, limiting the choice of us hardworking customers.  Certainly, the communications industries are no exception, they have merged into mega-corporate behemoths.

Here’s where the story gets interesting; after deciding to change providers, I contacted my current provider to inquire about the requirements of returning their equipment.  Once I finally got a human on the line (a momentous accomplishment), I was hit with more questions (tortuous in its own right) than was used in the Spanish Inquisition. The representative’s job is to resign/save this account.  The representative went out off their way to point out how virtuous this (old/stale) provider was and the benefits of having their services.

Then, we finally get to the part of this program that frosts my ass—the offer of a better package for a lower cost!  Yes, the slick talking, most complimentary rep (mentioning valued customer numerous times) hits me with the deal that will keep me on board as their helpless slave for another year.  But wait, there’s more after I rejected the better package deal, this gifted wonder from customer service purgatory decides to drop the “big one”, offering my current package for half price for one year (if I sign a two-year deal), and offering all new receiver equipment.

Ahh, where to start!  First, if I am such a “valued-customer” why wait so long to offer me a better deal?  Shouldn’t this happen every time I renew my contract?  Maybe even send me a card before renewal time to offer a little discount to sweeten the pot?  If I am such a great damn customer, would it kill them to offer some weeks of other package previews to determine if I would want an upgrade?  Oh no, they save all of that for when you are ready to leave their apathetic ass, then they pull out the reserves, the big guns baby!

All of this leads us back to the same place every time; the dominance of oligarchy business over the lives of customers.  The powerful takeover of the large corporations reducing the number of competitors in any given market, not only leading to price fixing but the degradation of quality services offered to paying customers.  We, customers, are constantly left with the choice of dealing with shitty service or living without.  This what being a customer means in the good ole US.   I may sound like a whiner, but I believe in and support all of you customers out there!

Talk To Ya Later

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