jinirokki
join:2008-07-01
San Francisco, CA
| don't want long term customers
Received an email that my contract was expiring and if I would like to renew it, it would go up by $3/month. I called the customer service and asked if they could do anything for me since I've been a long term customer. I said that I saw the lower price online and she said that is for new customers only. I told her that it doesn't say that on the website and it's very deceptive.
I asked if she could ask a supervisor and she said "no, the answer will still be the same." I asked if she would rather lose a customer than to provide some customer service? She said she wouldn't talk to a supervisor and that was it. 
I used to think DSLExtreme was so good, including their customer service. I referred people from work to their service and this is the thanks I get? |
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financetech
Premium
join:2006-05-29
Irvine, CA
| jinirokki,
I know that this irritates quite a few customers. There have been extensive posts on this topic throughout the years.
However, if you look at AT&T and cable providers, particularly in California, the standard practice is to offer heavier promotional discounts to new customers. Customers who renew on a contractual basis typically receive discounts versus a month-to-month agreement. But most of time, it would be at a somewhat higher price than a new customer promotion.
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jinirokki
join:2008-07-01
San Francisco, CA | reply to jinirokki
New customers usually get lower prices but it should say that on the website. If it is not on the website then the price stated on the website should be offered to everyone whether they are new customers or returning customers. |
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Lanik
Lab-nik
Premium,ExMod 2002-03
join:2001-06-25
Bay Area
 ·DSL EXTREME
| said by »https://www.dslextreme.com/Terms/Default.aspx :A Subscriber who selects a "1 Year Contract" Plan (an "Annual Subscriber") will pay the monthly price(s) listed on the Pricing Schedule corresponding to the Plan and Options chosen by such Annual Subscriber at the time of order. Such monthly prices for Annual Subscribers are guaranteed for the initial twelve (12) month Term. Following the initial twelve (12) month Term, an Annual Subscriber will automatically become a Monthly Subscriber and will pay DSLExtreme's then current prices, subject to increase as described above, unless such Subscriber registers for a new "1 Year Contract" Plan at such time, to the extent available. I guess you didn't read the terms and conditions but not to worry I highlighted the important part for you. Which means after you initial contract is up they can increase the price to whatever they see fit. And you agreed to those terms when you signed up. I guess you're SOL now and all this over $3. 
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"If it ain't broke don't fix it." |
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DrFltgd
join:2002-10-18
San Diego, CA
| reply to jinirokki
This is verbatim from the page on dslextreme.com with all the promo pricing...
quote:
*Prices above are available to New Residential Clients in select an AT&T areas under 12 Month Contract with a Dynamic IP. Business, Static IP and Month-to-Month pricing may vary.
not very ambiguous to me :confused:
doc |
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en102
Canadian, eh?
join:2001-01-26
Valencia, CA | I've been lucky... my non-contract price is actually lower than AT&T's price by $5/month.
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Canada = Hollywood North |
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zbestwun2001
join:2005-12-08
Van Nuys, CA | reply to jinirokki
I just renewed last month and when I went to their page, and what was available to me now, I renewed at a reduced charge of a few dollars.
I am very happy with DSL X, I been with them for a few years now. |
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jadinolf
I love you Fred
Premium
join:2005-07-09
Ojai, CA
edit:
July 2nd, @07:24PM
| reply to en102
New contract started yesterday at a little less than AT&T for me. 
Oh yes, I am starting my third year. |
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Phil
Rojo Sol
Premium
join:2001-06-11
Camarillo, CA | reply to Lanik
said by Lanik  :and all this over $3. Seriously. |
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jadinolf
I love you Fred
Premium
join:2005-07-09
Ojai, CA
·DSL EXTREME
| said by Phil :said by Lanik :and all this over $3. Seriously. Yep.
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This post printed on 100% recycled bytes |
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zbestwun2001
join:2005-12-08
Van Nuys, CA
·DSL EXTREME
 ·Teleblend
| reply to jinirokki
Keep in mind, IMO, good tech service is priceless at times.
I have been with AT&T, and I guarantee you the General Manager never called me, nor knew me, like they have at DSL X when I had some real issues.
Even if DSL X was a few bucks more when I renewed, (I was expecting to pay it anyway, inflation etc.)I really wouldn't have cared. I have been with this ISP enough years to know they are well worth it!
From George to Zak here on the boards, these guys really work, and make the most of this form of communication with their customers. I am sure this boards save a lot of calls to tech support also. I know I haven't really called TS in a long time. They have called me from my posts on the boards.
DSL X is a WIN WIN ISP.
zb1 |
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jinirokkii
@iskamericas.com
| reply to jinirokki
I'm sure I have been a DSLEx customer longer than most of you. To be so sarcastic and mean is beyond me  I was just making a statement, I have been with DSLEx since they starte. Life goes on. |
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brykasch
join:2008-05-13
Springfield, MO
| reply to jinirokki
Yes I am sure you have been just like ever customer who calls in to were I work has owned hp products since they started making computers. Excuse us if it does seem sarcastic, but if they give you a discount and not Joe Schmo down the street then Joe Schmo gets mad, then eventually there's no point in a increase because they cant give it to anyone. It happens fees go up, but dslx service has been top notch since I subscribed which has been almost 4 years now. |
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zbestwun2001
join:2005-12-08
Van Nuys, CA
·DSL EXTREME
·Teleblend
| reply to jinirokki
...and they are.
If you log on and click on update Modify My Subscription as I did when I came up for renewal, whatever you see, is what you are being offered.
I am now paying less than I ever have in the years I have been with DSL X for the same speed profile. |
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MTB
join:2007-06-29
Newport Beach, CA
| reply to jinirokkii
Re: don't want long term customers
You are 100% correct and this forum is the correct place to post this type of information.
It is interesting as to how they keep changing the policy. We never used to have this problem and existing agreements kept rolling from year to year. Now they are making a big to do out of something that did not have to be that way.
The one thing that you (and the others) missed is the Total Cost of Ownership (TCO). What was not discussed is all the little fees that they add in addition to the monthly rate that are not fully explained and/or are arbitrary. |
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