Why does AT&T not want to keep good customers?

If the OP thinks that his pricing with Charter will not increase after the new customer promotional pricing ends, he is end for a big surprise.

Nice observations, guys. No, I am not a troll with Charter - just a frustrated soon-to-be ex-customer. AT&T needs to know specifically why customers leave, and I can't stand people that speak in generalities. Yes, I am fully aware Charter's rates will go up in a year, but they did give me a specific dollar range to expect and it sounded very reasonable. With AT&T, I was upsold a "better" package with the full knowledge that the rates would go way up, but the specialist said I could renegotiate in a year. However, this time AT&T was not willing to even bother. 

See if ATTCustomerCare can help you. I would recommend that you send a Private Message to the @ATTHelpForums Community Specialist team. One of the specialists will respond to your PM shortly. Please look for the envelope at the top right of the page for your response from a team member.

Thanks rdljr. Not very optimistic. They're a little too big for their own good.

Still crickets. Bravo, AT&T. 

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@jaedwards2473 wrote:

Still crickets. Bravo, AT&T. 

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Did you send a PM?  Did you wait the 2 business days?

I have sent the PM. It has not yet been 2 business days.

Then patient you must be.  Rome, built in a day, was not.

Seriously, the groups that work from the PMs are good, but there are only a few of them and it can take a day or two for them to get back to you.  If you've not heard from them by this time Thursday, then send another PM and  post here.  We might can help rattle some cages.

There are lots of comparisons I could make between Rome and AT&T, but thanks for the info nonetheless. I am not optimistic they will be able to come up with anything other than a Band-Aid.

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@jaedwards2473 wrote:

I have spoken with several retention specialists at AT&T in anticipation of my U-Verse rates skyrocketing on 5/27. 

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How much was the promotional discount that expired? Was it really that much?

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@jaedwards2473 wrote:

After being a good customer of AT&T for 11 years, 

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You've been riding the promotional discount carousel for that long, threatening the retentions dept with leaving on a regular basis?{keep it courteous}

pedrochin, I have only had U-Verse TV available in my area for about 3 years. So yes, the promotions and negotiating have been going on ever since. I have been an AT&T customer for 11 years, gradually using more and more of their services.

And yes, the promotional discount that is expiring was quite significant. Kind of like your level of uselessness to this discussion.

{keep it courteous}

Let me ask you this, were you nice to the retention specailist?  If not I can see why they didn't give you a discount.  

You want to be their friend, not come into the phone call with an agressive attitude.  They hold all the keys and can make or break any deal that they are able to offer you.  

americangame, I have honestly tried to give them every opportunity and have at no time been rude or aggressive. Each retention specialist I have spoken with basically gave me two options-a small promotional discount or switching to a smaller package through DirecTV, which requires a two-year contract and an automatic price increase after the first year. I told them several times I didn't really want to leave but they said that is all we can do. It all boils down to the fact that you can only get their best deal as a new customer. When you are a loyal customer, they only look for ways to upsell you or increase your costs each year while keeping your services the same or worse.

I've been on DirecTV for the better part of 10 yrs and it just keeps going up too. I've had Uverse internet for 3 yrs now and called yesterday for the TV bundle; Got U450 for $36 off a month for a yr, new RG with an upgrade to Max Turbo, new DVR with 4 additional recievers, an international programing package all for less than what I'm paying DTV even when the promos expire, they waived the installation and I'm getting a $250 Visa gift card too. Wasn't that hard to do, but I also have a big wireless account with AT&T that's off contract. The discounts are there, just have to use a little leverage at times.