abaaz
join:2010-04-15
New York, NY | [Other] [New York] Unfair pricing tactics Was browsing RCN's website to see if they had any news regarding the new Tivo boxes and came across their special offer for new customers in New York:
For $79.99 they are offering:
Signature Cable
25mbps Internet
Stars and Showtime
and includes Tivo Rental, Modem and wireless router.
3 year price assurance
Only $9.95/month of HBO
I have been with them for 2 years and am paying more than this while getting 15mbps internet, no Showtime, no Stars, using my own modem and wireless router.
This seemed unfair so I called in to ask for the new pricing. Lo and behold I was told these prices are only for new customers. I then asked what was stopping me from canceling my account and reopening it. Here is how the conversation went:
Me: What if I cancel my account and re-open then am I a new customer?
Agent #04990: Let me ask my Supervisor. (returns after 5 minutes) No there is a 90 day period before we can get you a new account.
Me: What if I have my wife call in and get a new account?
Agent #04990: (Again makes me hold for 5 minutes) No, we would not be able to provide a new account to the same address for 90 days.
Me: What if I move out and a new tenant moves in? Are you telling me RCN would refuse to provide them service for 90 days?
Agent #04990: (Amused himself): I don't know the answer to that it doesn't make sense.
He then proceeds to tell me what a great price I am getting and all the credits and discounts that my account has.
Me: It doesn't matter how great a price I'm getting when my neighbor is paying less than me and getting more services for what he is paying.
Agent #04990: Right.
Me: It doesn't make sense does it?
Agent #04990: No.
I felt sorry for him and ended the call there as I know he was powerless to resolve anything no matter how silly it sounded.
Not only was I an old customer but a loyal customer at that too. I convinced all my friends to switch to RCN and tried doing the referral program, was supposed to get a $50 credit and never got it. Yet I didn't complain. In the last 2 months, I've been without cable/Internet for 6/7 days yet I was understanding and didn't complain. But this price disparity issue is a new low for them. I leave for a 1 month vacation in a few weeks before which I will be canceling my service with RCN. WHen I return I will think twice before signing with them again. This is as bad as price gouging and certainly an unethical way of doing business.
SOrry if this is the wrong place for this type of post but I wanted other people to know the kind of company RCN really is. |
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Laurie3
join:2007-07-08
Middle Village, NY | I am also in NY and feel your pain. If I could get higher speeds than 1 mbps, I'd investigate Time Warner's latest offers. But I can't get most pages to load. Four days of this. And no, I don't have time to take a day off for them to show up and tell me nothing's wrong. My modem and router haven't changed at all in the last 4 days. Whatever's happened, it's not me.
I also pay more than $79.99 and like you, have 15mbps (well, I pay for 15...), no premium channels and my own modem/router. And, like you, I was an RCN evangelist, talking people into switching and raving about their service. No more. Last month I went to switch out a box for HD and was given the wrong remote. Had to make another trip to the office, and was given a DVR remote this time. Whenever I opened my mouth to question it, the girl snapped at me to call tech support. I said "but..." and she rolled her eyes, turned to her colleague and gave her a "can you believe this idiot?" look and snapped "CALL TECH SUPPORT" again. So I'm stuck with a remote that doesn't program to the box, and changes the picture source when you press "mute."
I'm done being treated like this, and will be leaving for greener pastures. I thought I'd found them with RCN, but I was wrong. |
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| reply to abaaz
don't see this offer for new york...post the link please.. |
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abaaz
join:2010-04-15
New York, NY
1 edit | reply to abaaz
The Showtime/Starz shows up when you try and order online. |
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abaaz
join:2010-04-15
New York, NY | reply to acuariano
www.rcn.com/new-york/special-offers |
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 rcnmanJason NealisPremium,VIP
join:2003-05-02
Herndon, VA
kudos:11 | I always stick to the technical issues here.. But if you have concerns or questions, please feel free to email helpme@rcn.net as I've been told they can assist and answer these types of questions.
Good Luck..
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Jason Nealis,
Sr. Director, Video Product and Video Operations |
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abaaz
join:2010-04-15
New York, NY | Thanks for the input. I will email them as a last resort and see if they are willing to compromise on this issue. |
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abaaz
join:2010-04-15
New York, NY
3 edits | reply to abaaz
Thought I'd share my discussion with corporate on this matter for the benefit of other people with the same issue. Please read from the bottom up:
Hi Alyce,
Thanks for getting back to me. Unfortunately that is unacceptable as you are currently offering a price of $79.99 for:
Signature Cable
Stars/Showtime
25 mbps internet
Free Tivo/Cable modem/Wireless router
and HBO for only $9.95 more.
So basically you are offering me 25mbps for $20/month more than what I'm currently paying… Not really much of a compromise is it as I will be paying $112, not have showtime/stars and using my own modem and router.
I will go ahead and cancel my connection in the coming weeks. Thank you for your time.
Regards,
Abbas
On Nov 15, 2011, at 12:03 PM, HelpMe wrote:
Good afternoon,
I can put you in the new package with 25 megs of modem with 2 upload with the HBO but it would cost you $111.94 before taxes. Alyce
From: Abbas [removed]
Sent: Tuesday, November 15, 2011 10:59 AM
To: HelpMe
Subject: Re: Pricing Issues
Hello Alyce,
2/08/11 was nine months ago. I just got off the phone with RCN customer service and they confirmed that I am currently NOT in any kind of contract. Please have a look again and get back to me.
Thanks,
Abbas
On Nov 15, 2011, at 8:37 AM, HelpMe wrote:
Good morning Mr. A,
I checked your package and you are currently on a contract until 2/08/11. When the contract is over we can go over the packages at that time. We do appreciate your business and hope to service you in years to come.
Sincerely, Alyce
Customer Care/Social Media
From: Abbas [removed]
Sent: Monday, November 14, 2011 7:14 PM
To: HelpMe
Subject: Alyce pricing issue
Hello,
I am an RCN Internet and Cable customer and have an issue regarding my pricing plan. I was given this email address by Jason Nealis, Sr. Director, Video Product and Video Operations as I was told you would be able to assist me in this matter.
Instead of writing out another lengthy email I will direct you to my forum post on DSL Reports where you can read for yourself what my problem is:
»[Other] [New York] Unfair pricing tactics
Hopefully you can make an exception and offer me the same pricing structure that you are now offering to new customers.
Best Regards,
Abbas
P.S. you can look up my account with the phone number [also, removed]
Mod Note: Please do not post personal info to a public board. |
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 MaggsLife is awesomePremium
join:2002-11-29
Woodside, NY | reply to abaaz
Always remember you catch more flies with honey 
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Hello, is anyone out there. |
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| I ended up cancelling the account and signing up for a new account in my wife's name. Didnt even have to wait a day, old account disconnected same day as the new one was activated.
I save $25/month
Now I get 25mbps internet instead of 10
ALso get showtime stars and cinemax.
They did charge me a $50 installation fee but it pays for itself in 2 months. |
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