I just don’t understand the lack of interest in customer retention.
Two months ago, Dish Network lost me as a long-term customer because it was cheaper for me to drop the account and have my partner start a new account at the new address than it was to move the existing account to the new address.
Now, I’m getting the same nonsense from Cingular.
I’ve got a tired old phone that doesn’t even have a color screen or downloadable ringtones. I stumble across an offer at Amazon for a new phone. A rather snazzy new phone. Not just any snazzy new phone, but a Motorola Razr. In black. For free, after rebate. The snag is, this offer is only for new customers.
Looks like I’ll need to print off the page from Amazon about the free phone and head over to the Cingular shop to see if they can match the offer. Or do I need to drop my current account and start a new one? The account’s so old, I’m not even on a contract. I think perhaps four people have my cell number, so it’s not going to be a huge difficulty.
I would think the costs of cancelling one account and starting up a new one would be more than simply changing the phone on an existing account.
Why aren’t companies interested in keeping customers, rather than letting them “churn” in and out?