1-rcn-complaint.mkdn

From: Ricardo Signes
To: RCN

As of this morning, I was being charged about $135/month. I called in on an unrelated matter and, while on the phone, asked why my bill was so high.

I was comparing it to new subscriber rates. Not, mind you, the rate that a new subscriber gets at first. I understand that these are promotional rates, and subject to going up. I compared it to the rates a new subscriber has after three years. This rate, for my package (signature cable plus Mach 25) would be $96 per month.

The phone rep offered to give me $116 per month, which is about $240 per year worse than the above price. He offered no justification for this difference. He said he couldn't do any better. I asked whether he could direct me to anyone who could. He said no.

This, by the way, is after he started the conversation with "we really appreciate that you've been a RCN customer since September 2007!" I realize that this is just part of a script, but I don't feel appreciated when the worst price a new customer will ever have is $240 per year better than the best I can be offered. Instead, I feel like a schmuck.

I had hoped to talk about moving to Mach 75 and staying near my current prices, rather than actually stay on this package, but if I can't even get the fair-seeming price on Mach 25, it seems pointless, and I might as well change provider every few years to get the right price. That doesn't seem like a good deal for anybody, but it does seem like what your current policy promotes.

2-rcn-response.mkdn

From: RCN
To: Ricardo Signes

I understand your concern over the price of your package at this time. I wanted to email you regarding this since it would be easier to communicate this way rather than via Twitter.

Currently, you have Signature Cable with a digital converter and cable card, plus 25mb Internet and modem for 116.54 plus tax. This is only about $37 more than what a new customer would pay. Unfortunately, we would not be able to offer the prices displayed online since they are introductory offers for those who do not already have the services.

While your frustration with new customer pricing is understandable, please understand that all customers are subject to a rate increase. All customers' rates are guaranteed for 12 months, after which they increase. For existing customers, we are unable to extend introductory pricing just because it is introductory. We were able to reduce your rate from 124.50 to 116.99 plus tax.

This would be the best rate for the package you currently have with us. However, if you were to add Phone service to your account, I would be able to lower your rate to 101.99 plus tax.

3-rjbs-response.mkdn

From: Ricardo Signes
To: RCN

• HelpMe helpme@rcn.net [2014-01-04T18:33:27] wrote:

I understand your concern over the price of your package at this time. I wanted to email you regarding this since it would be easier to communicate this way rather than via Twitter.

Thank you for your reply.

Currently, you have Signature Cable with a digital converter and cable card, plus 25mb Internet and modem for 116.54 plus tax. This is only about $37 more than what a new customer would pay. Unfortunately, we would not be able to offer the prices displayed online since they are introductory offers for those who do not already have the services.

$117 - $37 is $80, so you're looking at the "year one" price for a new customer. I was very clear in my complaint that I was not looking at that rate. I understand that new customers are given a low rate in order to incentivize new sign ups.

I was comparing, instead, to the "month 36" price of $95.99. I tried to make that quite clear. You can find my initial complaint here: https://gist.github.com/rjbs/8245419

I was a bit ruffled to see you cite a $37 difference as "only $37." That's $444 per year, and an increase of 39%. "only" doesn't seem the right word. The reply that comes to mind is, "If it's only $37 difference, then maybe you can be the bigger person and cede the difference to me."

Perhaps the answer here is that the relevant rate to compare is not the month 36 price, but the undisclosed "month 37" price. If a customer's rate always goes up by about 39% in month 37, then this is all plausible, but also rather terrible. The posted rates for years one, two, and three are, respectively, $80, $88, and $96. That's 10% each year. For the fourth year to increase by almost four times as much seems unreasonable. Is that, in fact, what new customers should expect in year four?

This would be the best rate for the package you currently have with us. However, if you were to add Phone service to your account, I would be able to lower your rate to 101.99 plus tax.

Let me know your thoughts on this.

I think that it seems absurd. You're willing to sell me more for less but not the same for less?

As long as we're negotiating, though, let's stick with the price you offered me of $116 and change. That's the month 36 price for the signature digital TV and 50 Mbps internet bundle. Getting faster internet for the same price as my current plan is about what I want anyway.

Failing something like that, I don't understand what the benefit of sticking with one cable company is. For some minor inconvenience every three years, I could keep on the best rates. This doesn't seem like what anybody should want.

4-rcn-autoreply.mkdn

From: RCN
To: Ricardo Signes

Hello Ricardo,
Thank you for contacting RCN's Email Support Team!
Unfortunately the form that was submitted reached us with some missing
information. In order to better assist you, please reply with your
issue, concern or question. You can also chat with us online via
www.rcn.com! Our online chat team provides the convenience and
efficiency you have been looking for. Chat online with our experienced
agents at your convenience. We're available M-F 8am-10pm, Sat-Sun
10am-8pm.
Thank you for being a valued RCN customer!
Sincerely,
Jackie

5-rjbs-recap.mkdn

From: Ricardo Signes
To: RCN

• RCN Support help@rcn.net [2014-01-06T14:45:55] wrote:

Unfortunately the form that was submitted reached us with some missing information.

That is very frustrating. I was replying to an email initiated by RCN customer support, which included no tracking information, but requested a reply.

For the sake of simplicity, I have now published the full course of emails at this URL, where you may read them before replying:

https://gist.github.com/rjbs/8245419

6-rcn-reply.mkdn

From: RCN
To: Ricardo Signes

Hello Ricardo,
Thank you for contacting RCN's E-Care Team!
Unfortunately, we cannot click links through email. Please forward the
appropriate information to us in text form.
If you need further assistance, our online chat team provides the
convenience and efficiency you have been looking for! Chat with our
experienced agents at your convenience. Weâre available to help
Monday-Friday 8am-10pm and Saturday-Sunday 10am-8pm:
[1]http://www.rcn.com/about-rcn/contact-us
Thank you for being a valued RCN Customer!
Sincerely,
John