Discounts expiring

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I Plan to Stick Around
Posts: 11

Discounts expiring

My package expires July 1st.  I decided to call Rogers to see what my options were.  I asked the service rep, I’m looking for in and around the same channels I have for around the same price.  It took me countless phone calls throughout the years and many, many charging issues to deal with at Rogers to get the rate I am at now.  To my surprise the best I was offered is over $40 more than what I pay right now with absolutely no better service to me? 

 

So, let me get this straight.  I pay for years, every month in credit.  I spent the better part of the first year with rogers on the phone with them to fix up their charging mistakes.  But now years later my contract is up so screw your well-paying, patience customer you now get charged more!  Wow is all I can say.  I would think it would be the opposite and your customers who are long standing and never miss a payment would benefit from that.  It’s no wonder more and more people are leaving the big communication giants for the little guys.  There is no more customer retention or service anymore.   Happy I'm looking into this well before my expiry date so I have enough time to shop around. 

 

***EDITED LABELS*** 

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I Plan to Stick Around
Posts: 39

Re: Discounts expiring

I'm in the same boat - expiring on June 23.

 

I tried calling a couple of weeks ago and was told it was too soon  to ask about renewal.

 

I expect no better experience than what you just described, despite 35+ years with Rogers.

I Plan to Stick Around
Posts: 11

Re: Discounts expiring

It is sad to say the least.  I assume if I close my account and open a new one I would be offered better deals but what is the point if they don't value their existing customers.  

Resident Expert
Resident Expert
Posts: 2,012

Re: Discounts expiring

I have a few comments that may be helpful.

 

1. Rogers is a corporation and the mandate of that corporation is to maximize profits and return for their shareholders.

 

2. This means they will try to maximize the amount they obtain from their customers.  The customers have several options available to them.

 

A. You can pay "full" price, which is not acceptable for many people.

B. You can negotiate a new "contract" every year or two for the next year or two (depending).  Depending on the number of services you have and what you pay, you can usually negotiate a discount if you're willing to stay for 1-2 years.  Your negotiating skills and who you talk to play into your "discount".

C. If you're willing to leave Rogers, you can call retentions and tell them that.  Retentions will usually then offer you an incentive to stay.

D. You may leave for another provider who may, or may not have everything you want and may or may not have better (long term) pricing.

E. Most providers have "loss leader" pricing, so when you start with a new provider, you usually get a pretty good deal.  After a while this "loss leader" expires and you're expected to pay a much higher price, again depending - see note 2 above.

F.  I believe there is a certain amount of time (3-6  months) before you can come back to Rogers and qualify for "loss leader" pricing.

G. You can cut the cord, but most people still need internet and often require "more" internet, which may or may not save $ depending on internet costs and costs for what you stream.

H. Long term customers (I never use the term loyal - I've also been with Rogers for decades) should realize this and be realistic, but knowledgeable about what you can negotiate.



I Plan to Stick Around
Posts: 39

Re: Discounts expiring

Thanks for the summary 57.

 

There are a few other points that may or may not apply to somebody's situation.

 

1. Sometimes it's better "the devil you know" - or don't trade your headache for an upset stomach.

2. Bell is being very aggressive right now - at least in our area. Fleets of big blue and white trucks pulling fibre all over the place. They are offering some pretty good deals - even if Fibe is more of a marketing term than tech specification. They promise the moon but are pretty slippery when you call them on their blatant lies.

3. All that being said - as under your point E - the bargains are usually short lived. Bell will not offer a "fixed Price" for the term - only a "guaranteed discount". Nothing stops them from jacking up their intro price at any time - and giving you the same discount on a now-higher price.

4. Rogers is now doing this as well. My total cost has not changed over the past two years, despite interim increases to their base price. This is no more. Whatever the new deal I get might be - I can expect the price to increase at least twice a year.

 

Just keeping my fingers crossed for a good result when next I call. I don't want to switch to Bell (see #1 above) but I will in a heartbeat if I don't get a good response from Rogers.

Resident Expert
Resident Expert
Posts: 2,374

Re: Discounts expiring

I think the biggest problem is also reflected in the mislabeled title of this post: "Package Expiring" The package is NOT expiring, the customer will keep the same package, the same channels, the same receivers, etc.  What's expiring is the "PROMOTIONS" are expiring. I think society has also become a bit "numb" to the term "Promotion" and forget the meaning of it. Promotion means "limited time offer or discount"   When you go to Loblaws and see your favourite orange juice for $2.00 its on sale, the sale is a promotion, you buy a few, but next month you go there and the Orange juice is back to its regular price of $4.00. People seem to forget promotions are designed to expire, but they are also designed to get people hooked onto a product and if people are happy with it they will continue to pay for it even when the promotions / discounts expire. 

 

But I'm not here to defend rogers I am just here to state something important about the meaning of Promotion that everyone else forgot to mention.

 

By the way, try your best to get the best deal if it does not work out, oh well, you tried, there are other companies out there who are looking for business. 



I'm a Trusted Contributor
Posts: 703

Re: Discounts expiring


@Paulywrote:

 

But I'm not here to defend rogers I am just here to state something important about the meaning of Promotion that everyone else forgot to mention.

 

 


Actually 57 did cover that point , he just didn't make it sound so sanctimonious and    Rogers friendly .  Smiley Wink

The aspect of promotion that you seem to have ignored  regarding  the OP's apparent situation seems to be that it sounds like it was a negotiated term   pricing  and not a  limited time offer so when the package expires  his beneficial pricing expires as well . 

 

I'd say go shopping if you feel Rogers is overpriced for your needs...  I did  ... and I have no reason to return until they become competitively priced for the services I am looking for . 

 

I'm a Trusted Contributor
Posts: 703

Re: Discounts expiring

I just wanted to add that to me competitive is a long term issue .... I 'm not  changing supermarkets just  because they have OJ on sale but I will appreciate the bargain if they need to move extra product to reduce inventory  and I'm not moving that account back to Rogers for some promo pricing for three months  or a year .It will take a complete attitude change by Rogers and competitive long term pricing  .... 

Resident Expert
Resident Expert
Posts: 2,374

Re: Discounts expiring

I am not saying its the fault of Rogers or other cable tv providers but I have noticed consumers attitudes have changed over the last few decades with what their expectations are of a cable TV package, but yes I also noticed the price of Cable TV services has changed over the last 3 decades as well. I am really glad I have been born during this time so I not only see how people act now but I had the luxury to see how people acted in the past with their television bills.

Back in the day, my parents called up Rogers (back then it was known as Maclean Hunter Cable before it was aquired by Rogers cable)

Rogers (or Maclean Hunter as it was known as back then) would tell them, this is your monthly price, this is your cable package, and this is how many channels you get and that was it, no one called in every month or every two years to negotiate a good rate, they all paid their cable bills regularily, yeah the bills did go up from time to time but they were happy with the "standard advertised price" for the cable package, and when they did get a promotion and it expired, they left it as is and paid the regular price, why? because that is what consumers did back in the day and they had no internet nor online forums to complain to, and customer services was not open in the evening nor weekends, life was pretty simple back then yea it has changed significantly, not sure for the better or worse but I miss the good ol days of one price and paying it and moving on in life. don't you?


I Plan to Stick Around
Posts: 9

Re: Discounts expiring

No, no one misses the "good ol [sic] days" you wax poetic about.

 

I worked for Maclean Hunter in the day and the cable monopoly was an absolute cash cow (I remember my annual bonuses).  There was no alternative for TV entertainment except for local antenna but the rates they charged were based on what the market would bear and earlier generations would not accept higher rates because entertainment was a smaller part of their lives. It's just that we've gone from complacent monopoly to a predatory, deliberately-confusing, bait-and-switch marketplace. Published prices are stupidly high, by any measure, because they know a large share of consumers are going to aggressively push for discounts, and with crowd psychology that makes anyone who blithely accepts published rates a rube.

 

They can dole out discounts (which expire) either loosely or parsimoniously based on what they think the market can bear that day and on what direction they're getting from corporate. Their key metric is ARPU. Based on extensive statistical analysis they can predict how much to give up short-term (promotions) to move you on to a higher average revenue. 

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