Existing Customer Equals - SECOND CLASS CITIZEN!
@whiteheather39 (24403)
United States
May 14, 2010 6:52am CST
It just enrages me the way some companies throw all the tempting deals to use their services, Comcast and ADT Alarm System, comes to mind!!! 
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This discussion is the first rant I have ever posted so here's my story.
I had to replace my sliding glass door. It was broken and had to be removed which meant disconnecting the ADT alarm device (just a tiny little box). I called ADT informed them to ignore any signal from that area and I would call them back when the new door was in place and run a check to make sure the alarm was correctly placed back on the door.
This was done and ADT ran a test but the alarm was not working. Now they say they will need to send a tech out to glue to little box correctly on the door!. I say that will be OK.....however then the ADT person tells me it will cost $114.00. I went into orbit. I have had their system for 13 years how is it possible to charge me that much. I check out their Internet promotion and find they are offering a brand new system for $99.00 PLUS a $100.00 gift card. Now that sounds really good so the next day I call them back and tell them I wanted that promotion. OK everything was fine until...they found out I was an existing customer and then it was no go! I could not get this new system. Even although mine was 13 years old and the systems now are much more sophisticated than my old one.
Result..... I am getting a brand new up-to-date system from another Home Security Company who was very sympathetic the my ADT problem and were more than happy to provide me with a new system.
Any idea why these companies think they have old customers over the barrel and treat existing customers as if they are of no importance. Is there any law against this kind of customer service? [b]IMO I am being discriminated against by refusing me an advertised promotion!! Any laws against this?
[/b]
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This discussion is the first rant I have ever posted so here's my story.
I had to replace my sliding glass door. It was broken and had to be removed which meant disconnecting the ADT alarm device (just a tiny little box). I called ADT informed them to ignore any signal from that area and I would call them back when the new door was in place and run a check to make sure the alarm was correctly placed back on the door.
This was done and ADT ran a test but the alarm was not working. Now they say they will need to send a tech out to glue to little box correctly on the door!. I say that will be OK.....however then the ADT person tells me it will cost $114.00. I went into orbit. I have had their system for 13 years how is it possible to charge me that much. I check out their Internet promotion and find they are offering a brand new system for $99.00 PLUS a $100.00 gift card. Now that sounds really good so the next day I call them back and tell them I wanted that promotion. OK everything was fine until...they found out I was an existing customer and then it was no go! I could not get this new system. Even although mine was 13 years old and the systems now are much more sophisticated than my old one.
Result..... I am getting a brand new up-to-date system from another Home Security Company who was very sympathetic the my ADT problem and were more than happy to provide me with a new system.
Any idea why these companies think they have old customers over the barrel and treat existing customers as if they are of no importance. Is there any law against this kind of customer service? [b]IMO I am being discriminated against by refusing me an advertised promotion!! Any laws against this?
[/b]3 people like this
7 responses
@quita88 (3715)
• United States
14 May 10
I really don't know but I doubt there is any laws against treating customers this way.
I had a problem with the US postal service and I called and got treated like dirt. I found out if I called Consumer Affairs, there is one in every state I understand but if you want my number for Oklahoma I'll more than gladly send it.
Still within a few minutes the post office that had screwed up on my forwarding mail got straight and in a hurry.
The lady with Consumer Affairs told me if what she did didn't work to let her know and she'd take care of it personally with her superior.
I have had no further problems.
Do look the number up for Consumer Affairs in your state or I'll send you the number I have.
Take care and do not take any sh*t off these people!
quita
@whiteheather39 (24403)
• United States
14 May 10
Thank you Quita I really appreciate your suggesting. My contractor also told me to contact Consumer Affairs as he tried to talk to ADT and asked them to walk him through replacing the little box correctly and they wouldn't do it. So he got mad at the ADT people as well. So once I have the new system all set up I will contact Consumer Affairs.
@baobaoyuanyuan (49)
• Australia
14 May 10
there are some companies do this kind of things. but there are also some companies providing special offers only for their existing customers or loyal customers. i am always chasing for the best value and never afraid of changing to other companies who can provided me better services or larger value.
to those companies that only offer promotions to new customers, i could only say they are stupid and i wont intend to contact with them for a long term as i can get better offer if i delete my account and apply for a new one.
@whiteheather39 (24403)
• United States
14 May 10
I agree and I did cancel my account and got a new and better one.
@Lakota12 (42600)
• United States
14 May 10
I wouldnt think so I thought they were to come out and fix for free!
I first had protection one then they sold out to axp or something like that and now they have sold to ADT and I had to pay for change over or extra to have them take money out of bank after I got paid my SS check not before and bounce my bank for lack of money!
@laglen (19759)
• United States
14 May 10
no laws against this. The only recourse is exactly what you did. This is how medicare supplements and prescription plans go. We now have to change every year. Current policy jumps up significantly every year. This is awful and I will leave a company when they do this. We use t-mobile for cell service. We have for over 10 years. We still get the best rates, and free phones every year. This is why we have been with them for so long. If they stop this, we will stop our service.
@Rollo1 (16679)
• Boston, Massachusetts
14 May 10
I doubt there is a law against it, but as you say, it makes people angry. You sign up, pay your bill and others who wait and sign up later get tons of free services and special deals to sign up. The only thing you can comfort yourself with is that those new customers will eventually find that their great deal expires and they will have to pay the same as anyone else in a matter of months.
If they don't care enough to give you a deal to keep you as a customer, then I think you are right to change. It's the same in employment these days, no employer gets loyalty from an employee nor do the workers feel loyalty from an employer towards a long-term employee. Long-term employees are owed too many benefits and vacation, they would rather you left.
I think being fluid in choices about vendors and suppliers is important. Make them fight for your business. If they want your money, make them earn it and deserve it.
I won't even mention my opinion of Comcast, the Great Satan.
@dragon54u (31636)
• United States
14 May 10
If you read the fine print or listen to the fast-talking announcer, they usually have a disclaimer that it's for new customers only. They already have you, they figured, why offer you a discount? Most people stick with the same old company because they feel secure with them and don't want the hassle of changing. You are the exception to the rule--and a smart one, congratulations!! I hope you like your new system. Now start spreading the word about the lousy treatment you got with ADT!!!
@whiteheather39 (24403)
• United States
14 May 10
Actually I am really pleased with the personal customer service I received from Broadview (used to be called Brinks). A young man came to my home today and gave me all the information on the new system I am installing, took time to actually explain in detail what I did not understand. For the a little less monthly costs I was paying ADT I am actually getting 2 more services than I got with ADT. I signed a 3 year contract and after the 3 years is up I continue with the same services but the monthly monitoring is over $10.00 less. What did I get for 13 years of ADT ...NOTHING!
@Thoroughrob (11742)
• United States
14 May 10
Alot of companies are like that. That is how they get you. I don't think twice about changing either. It looks like they would want to keep you and reward you, but they don't.
