Billing

[poppas]

why, with the shape of the economy, do you continue to raise the price of cable, with all the competition i would think you would try to lower our cost and yours,

[MrDubbs]

The reason they raise the cost, is because of the fact that their costs are going up, and the funds have to come from some where. The more consumers pay it, it just shows that people are willing to pay more, so why should they stop

[deathtocable]

Comcast is a publically traded company and their shareholders demand that you be squeezed until you squeal, then squeezed one more time for good measure.  Don't try to understand your billing, for it will change in few short days.  Your invoice will double, but Comcast will be happy to "fix" you with a "promotion".  Comcast is too big to fail so get used to the service, it is Comcastariffic! 

Love,

Larry TCG

[Since1988]

I have been a Comcast customer since 1988 and I feel cheated (like an unwanted step child) each time Comcast offers the promotional bundle pricing to new customers, but nothing is offered to existing, long term, customers--customers in good standing.  I don't play fast and loose with Comcast. It would be great if Comcast actually care about their long term customers.

I propose Comcast change their business model to include rewards for existing customers.  For example, if a five year customer would either get a 5% discount off of the current package or would automatically get the promotional price for next five months.  A ten year customer would get an over 10% discount or get the promotional pricing for next 10 months and so forth.  This model can top out at 25 years.

This price adjustment would happen automatically.  It is demeaning to have to call in and beg for a plan adjustment. 

Other discount categories could be senior discount, college student, home bound terminating ill, etc.  

Comcast start rewarding your long term customers! Be a good neighbor.  Recognize us.

[FishMan]

---

Since1988 wrote:

I have been a Comcast customer since 1988 and I feel cheated (like an unwanted step child) each time Comcast offers the promotional bundle pricing to new customers, but nothing is offered to existing, long term, customers--customers in good standing.  I don't play fast and loose with Comcast. It would be great if Comcast actually care about their long term customers.

I propose Comcast change their business model to include rewards for existing customers.  For example, if a five year customer would either get a 5% discount off of the current package or would automatically get the promotional price for next five months.  A ten year customer would get an over 10% discount or get the promotional pricing for next 10 months and so forth.  This model can top out at 25 years.

This price adjustment would happen automatically.  It is demeaning to have to call in and beg for a plan adjustment. 

Other discount categories could be senior discount, college student, home bound terminating ill, etc.  

Comcast start rewarding your long term customers! Be a good neighbor.  Recognize us.

---

As a stock holder all I can say is I think your plan is not a good plan. Why should the company spend money to keep customers who are staying anyway? You for example have been a customer since 1988. Why would any company reduce their revenue to entice you to stay when you are staying anyway. Business 101, increase revenue and profit. As long as customers are staying and the customer base is increasing there is no need to spend money to keep customers. Promotions are designed to increase the customer base.

[Since1988]

I still stand by the concept that long term customers should not be treated as second class citzens. I wonder how much it costs Comcast when the customer switches back and forth between carriers?  What is the cost to Comcast when a customer leaves and never comes back?  Not just the dollar cost, but the intangible cost of trying to win back a lost / disgruntled customer?  How many man hours are wasted by the call center representatives disappointing existing customers?

I would like to see tangible proof that this proposal would really discrease Comcast profits / retained earings / PE ratio to the point that would negatively impact your investment.  I doubt it.  

[FishMan]

---

Since1988 wrote:

I still stand by the concept that long term customers should not be treated as second class citzens. I wonder how much it costs Comcast when the customer switches back and forth between carriers?  What is the cost to Comcast when a customer leaves and never comes back?  Not just the dollar cost, but the intangible cost of trying to win back a lost / disgruntled customer?  How many man hours are wasted by the call center representatives disappointing existing customers?

I would like to see tangible proof that this proposal would really discrease Comcast profits / retained earings / PE ratio to the point that would negatively impact your investment.  I doubt it.  

---

We can't know for sure but I have to assume that a company as large as Comcast has internal accountants who have done the cost/benefit analysis regarding awarding loyal customers. We can only assume that the result, based on their award structure, was that the best value was to provide new customer incentives without rewarding loyal customers. I'm not saying this is right, but I am saying from a business perspective it makes sense as long as the rate of attracting and retaining customers meets their revenue goals..

[Clarkent1k]

I have to agree with Fishman.  I too have been a decades long customer of Comcast and I have to call and threaten to go to Surewest, Dish, AT&T or just plain cancel to get any kind of break in my service costs.  I understand about building customer base, but as a self-employed business owner, I give breaks in price to my long-term repeat customers.  I believe that makes just as much, if not more, sense than trying to squeeze every cent out of them and giving breaks to the newbies, not yet, and maybe never will be loyal clients.

[Barmar]

If they lose 1 old customer for every 2 new customers they attract, then their policies may make sense. Of course, if there's a cost-effective way to attract those same 2 new customers while also keeping the old customers, that would be even better. I don't know enough about the costs and benefits of all these promotions to work out the optimal solution.

Many customers HAVE managed to get deals by threatening to leave. So while Comcast doesn't advertise the deals like they do to attract new customers, they're sometimes available. 

Back in the days when banks gave out toasters to new customers, do you think long-time customers expected free toasters as well?

[citrus]

Lots of it depends on what is available in the local region.  I'm seriously considering a change.

Especially when "special offers" are available that will entice me to change service providers every 1 or 2 years.  This will ultimatel cost the Comcast or other providers revenue due to the turnover rates.

The only caveat is to get a couple of free email addr from google & or hotmail or yahoo so that the mail will continue uninterrupted with the same email addr.

Perhaps the econ majors can inform us whether a high turnover rate will not make money for the company; have read that high turnover rates in jobs do cost a company more than the person's salary because of the cost of recruiting & trainning.

[jsanta]

Ditto.  I too have been a long time cable customer.  Last year I signed up for the HD Plus Triple Play with a second phone line.  I received the contract with increases for this year as well as the following year.  I did not have a problem with the modest increase.  However, since I do not watch the majority of the channels and HBO, I thought I would switch to the HD Starter bundle.  When I called I was told that I was not elibible for the Starter bundle because of the discounts????  End of conversation.

[slouke]

---

jsanta wrote:
...  When I called I was told that I was not elibible for the Starter bundle because of the discounts????  End of conversation.

---

You shouldn't be surprised, you are under a contract not to change your service because they are giving you a discount.  Cellphone providers do something similar, they make you sign a contract and then give you a free phone.  If you leave early or drop your service level, they fine you the cost of the phone.

Wait til your contract is over, then drop your service level.  I was in exactly the same situation as you, and I called and asked for the date that the contract ran out, then called the day it expired and downgraded.  There were no discounts available since I was already a customer, but the nice agent gave me 6 months of free DVR to keep me happy.

[cb2367]

It's basically an annual increase. The more channels that get added to the lineup result in increased costs for the customer. Additional features that are made available for customers (such as ESPN 360). I'm sure that with the NFL Network channel which was moved out of the Sports/Entertainment package and on to the digital lineup will cause the rates to increase again.

[Tom_NJ]

This is Business 101. You offer low prices to add new customers. You don't offer all of your existing customers the same prices. You mean every time Comcast has a "sale" for new customers, you expect your bill to go down?  If they do that, they make less money, and guess what happens? Prices go up.

Also, remember that the new customers are getting a promotional price. It doesn't last forever.

That said, Comcast will work with you to lower your bill. I got them to lower my cable bill by $20/month for a year. Yes, once the year is up, the price goes back up, but so what? I saved $240. And, I'm pretty sure that next year sometime, I can call and get another deal. 

I understand how you feel. I'd like to get those prices, too. But that's not how it works. The best way to lower prices is via increased competition. Let's see if Verizon's new "quad-play" deal puts another dent in Comcast's profits. I'm seriously looking at it -- that could save me a bunch of money a year.

[DexterMustard]

The best way to keep business coming in is low prices AND customer satisfaction.  It also helps when you have a virtual monopoly.

Back in the days when banks gave out toasters to new customers, do you think long-time customers expected free toasters as well?

No, long term customers expect to be treated well, and get perks that are far better than a toaster.  TRUST.