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Why do you not value current customers?

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This is how much you care about current customers.
USER: Why is the lg stylo 6 0$ for new customers but 150$ for me?
AGENT (Daniel): For the new customers who are ready to join us definitely we are providing them a good offer.
USER: Yes I saw that.
AGENT (Daniel): But for the existing customer also we are providing different type of benefits.
USER: Alright? Like?
AGENT (Daniel): Like for the existing customer we are providing with the benefit of group save discount wherein you will be getting the discount on the lines that you are having
USER: Right which you provide for new customers as well in addition to free phones
AGENT (Daniel): Apart from this like if you want to upgrade the phone that you are using right now we also have some offers for the existing customers like if you are going for Samsung Galaxy A01
USER: .i was look at the lg stylo 6
AGENT (Daniel): The original price of the handset is $109.99 but for current customer we are providing it at a price of $19.99
AGENT (Daniel): I truly understand your concern but we do not have offer for existing customer on this handset.
AGENT (Daniel): The offer vary on the handset to handset.
AGENT (Daniel): I am really sorry that right now I am not having the type of offer your were looking on your selected handset.
USER: So as an existing customer I have no incentive to keep my 5 lines with you.
USER: When i can switch to another carrier and get not just one new phone but 4?
AGENT (Daniel): ***, I truly understand your concern.
USER: You do?
AGENT (Daniel): I am really sorry for the inconvenience your are facing.
USER: Oh it is not an inconvenience for me. Switching is easy.
AGENT (Daniel): Upgrade Fees are typical of most wireless carriers. The Upgrade Fee helps cover our increased support costs associated with customers switching their devices.
AGENT (Daniel): Original Price of LG Stylo™ 6 $229.99, but for the existing customer we are providing them at at price of $149.99
USER: It would be if I had not brought my phone in the first place. So its not a true upgrade. Yes 150 for me and 0 for new customers.
AGENT (Daniel): For a new customer its a one time offer with that you also have to pay for the rate plan charges as well.
AGENT (Daniel): Apart from that in case customer upgrades device before they gets eligible for upgrade pricing, customer have to pay the full retail price.
USER: Yes which im already paying. I was even willing to upgrade the plan for all of my lines. But I can see that won't be happening.
USER: Your company would rather loose my business
AGENT (Daniel): We truly appreciate you are logged in Cricket however you can also use any unlocked GSM device on our network that you purchase from a third party.
USER: Yes i am already using one. Which you would know if you were in fact looking at my account.
AGENT (Daniel): Yes, that's correct.
USER: I find it insulting that you would treat a current customer so badly
USER: Instead of keeping the customers you already have you will offer great deals to new customers and treat current ones as yesterdays garbage
AGENT (Daniel): I am sorry if you feel insulting, I was just trying save some of your amount from upgrading fee.
USER: No you were very clear on the upgrade I wanted. I can purchase the phone for 150. That is all.
USER: Unless i am a new customer
AGENT (Daniel): I truly understand the charges you are being charged and how you are feeling for the prices listed on the website, however you also get the option to get a free device at the time you ported into the Cricket.
USER: Your right . Far be it from me to have actually saved your company money when I first came.
USER: I mean how was I to know that I would be disregarded after I was no longer a new customer
USER: I guess a new company might treat me better
USER: They may value me as a customer.
USER: As I can see cricket does not.
AGENT (Daniel): We totally respect your feedback , however we would like to inform that the prices are according to the market that we are dealing with.
USER: Yes. New customer is free. Existing customer we already have your money so 150
AGENT (Daniel): I have already explained you the reason why we are charging the price for the device. If it is in my hands then definitely I would have done something for you.
AGENT (Daniel): You are our precious customer and we value our customer.
USER: So instead of offering the upgrade for a single phone and getting my continued business and an additional 35$ a month for the plan upgrade you would rather loose me as a customer.
USER: Seems like an unwise business decision.
AGENT (Daniel): If that would be possible then I would have done that instead of consuming your valuable time.
USER: That would imply that there is someone other than yourself that can.
AGENT (Daniel): ***, I am really sorry for the inconvenience you are facing but I told you the reason behind that and if it would be possible then I would have done it till now.
AGENT (Daniel): ***, do you have any other questions which I need to answer?
USER: No.
AGENT (Daniel): *** , let me quickly brief you on the concern that you had and what we did today.
AGENT (Daniel): You contacted us to the charges being charged for lg stylo 6 for an existing customer and as a resolution, we made the changes as follows: let you know why these charges are there for existing customer and not for new customer.
AGENT (Daniel): It was my goal to resolve all of your concerns, did I accomplish that today?
AGENT (Daniel): *** , it was great chatting with you, my name is Daniel and I want to thank you for being part of our Cricket family. Have a wonderful day!
AGENT (Daniel): presence message
1 Solution

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Re: Why do you not value current customers?

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@Blt1979 

 

Thank you for reaching out.  While some offers are only for new customers we offer upgrade discounts to existing customers. Existing customers can also take advantage of monthly rate plan discounts and our referral program which offers up to $250 in bill credits each year.

Remember to always mark posts that resolved your issue with Accept as Solution. You can even mark multiple posts in a single thread. This will help other users find this information too!  Use the Kudos Button to offer a thumbs-up for good content.

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Moderator
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Re: Why do you not value current customers?

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@Blt1979 

 

Thank you for reaching out.  While some offers are only for new customers we offer upgrade discounts to existing customers. Existing customers can also take advantage of monthly rate plan discounts and our referral program which offers up to $250 in bill credits each year.

Remember to always mark posts that resolved your issue with Accept as Solution. You can even mark multiple posts in a single thread. This will help other users find this information too!  Use the Kudos Button to offer a thumbs-up for good content.

View solution in original post

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Re: Why do you not value current customers?

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Yes everyone can see your discount offer by charging me 20$ for one of the phones you are offering new customers for free. And the only way I get bill credits is when I sell your service to other people. Now I'm probably not an expert but that business model doesn't seem like it will work if you don't keep current customers happy  

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Re: Why do you not value current customers?

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1) The phone discounts for existing customers are pathetic.
2) I still have to pay a $25 upgrade fee. Even if I'm buying a $600 phone. (Spending $200 more than a new customer).
3) The "perks" that are offered to existing are a joke.
4) I Am not a cricket employee. I cannot refer enough people to recieve $250 in discounts a year. I'm not in high school. I am an adult. I don't know enough people to do that. As well as most people.

Conclusion: cricket does not value existing customers. They offer little to no discounts. Unless of course you want the bottom of the barrel phone. The insetives you have are pretty much unattainable, refer to #4. I enjoy the service I have but when it comes to upgrading my phone I will have to pay too price compared to a new customer. I realize this is a contract free service. But as a long-term, consistent and reliable customer, it would be nice to have some real benefits. Not the excuses you have now.
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Extra

Re: Why do you not value current customers?

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1) The phone discounts for existing customers are pathetic.
2) I still have to pay a $25 upgrade fee. Even if I'm buying a $600 phone. (Spending $200 more than a new customer).
3) The "perks" that are offered to existing are a joke.
4) I Am not a cricket employee. I cannot refer enough people to recieve $250 in discounts a year. I'm not in high school. I am an adult. I don't know enough people to do that. As well as most people.

Conclusion: cricket does not value existing customers. They offer little to no discounts. Unless of course you want the bottom of the barrel phone. The insetives you have are pretty much unattainable, refer to #4. I enjoy the service I have but when it comes to upgrading my phone I will have to pay too price compared to a new customer. I realize this is a contract free service. But as a long-term, consistent and reliable customer, it would be nice to have some real benefits. Not the excuses you have now.
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Paparazzi

Re: Why do you not value current customers?

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Once again Cricket succeeded in their attempt to do business in an absolutely backasswards fashion , once again. In the words of a brilliant “Maaaama”, “stick with what you do best”
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