Around 2 months ago, my Internet connection stopped working. It took me plenty of courage to get myself to go through the PCCW hotline and solve my problem (I usually prefer going to a store rather than trying Call Centers). As I was on the phone, the support person told me my Now Broadband TV subscription was almost over and that he could propose me some good deals to renew it. He said he would call back two days later.
Time passed...
... and passed...
And two days ago I decided, seeing one of these PCCW Now booths in the street to go and check for myself. I discovered that my contract was already over and that they just had continued to charge the service as usual. Well, I consider myself lucky that they did not start charging more without telling me, so that's fine.
Then the guy started to enumerate the different options I had to renew. Of course all of them were forcing me sign a new contract for 12 to 18 months, even though I have been a customer for more than 18 months. After some negotiation, he told me that there was a way for me to get a nice subscription and 3 months for free. He just had to treat me as a new customer, come to pick up my current set-top box and replace it by a brand new one.
Reluctant to sign for a long contract, I asked him what would happen if I was switching subscription through the DIY (do-it-yourself) TV system they have. He told me: "Well, you would pay full price and get no discount."
To summarize, if as a customer I change my subscription I use the way that costs the least to the company, then I will pay the most (that's DIY). And if I ask the support person to stop my current contract and come to my place to exchange the hardware, then I will pay the least for the service. How could a company do something more mind-bending than that?
Well... This kind of things happen of course everyday, but I just had to write about it!
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