How I negotiated a better deal with Spectrum Cable

Suzanne Scott recently discovered that a combination of our list of executive contacts and effective communication makes for a successful negotiating tool.

She “happened upon” our site when she needed help dealing with Spectrum Cable (Time Warner Cable and Charter Communications recently merged, creating the new company).

Getting a better deal can stress you out

Scott told us the cable companies stress her out so badly that she has to take a heart pill to just call them.

“They stress me out so badly I now have to take a heart pill just to call them,” Scott said. “I am disabled and can’t afford their outrageous bills. And I can’t get the same answer twice. I got rid of my phone because they couldn’t do CA Lifeline for over a year (a customer resolution person told me they don’t offer it and neither did Time Warner, even after I heard about their CA Lifeline program looping for 30 mins while on hold).”

Scott noticed that, despite the fact that she only kept internet service, Time Warner Cable kept increasing her bills.

“A person at the office of the president told me that when I removed the phone I no longer had the Time Warner Cable package,” she said. “No one told me that and moreover, if I reapplied for CA Lifeline I would have to create a new account with Time Warner/Spectrum. Since Time Warner Cable doesn’t exist anymore and they only show Spectrum prices on their web page, how is anyone supposed to know what the cost is? I went to pay my bill and was told it was now $412, which I can’t afford.”

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Scott wondered if we would help get her a better deal with Spectrum Cable; however, we declined. Negotiating better rates is not something that we do at this website. We do, however, provide tips, tools and helpful information to assist consumers to work these deals out on their own.

How to help get a better deal for yourself

I recently wrote about how a travel agent used our information to negotiate a solution for her clients, and this same kind of information can do the same for you.

Within that article, we showed readers how to fix their own consumer problems, as well as provided answers to frequently asked questions about how to resolve a consumer dispute.

How to deploy the Three P’s of Advocacy

We suggest that you follow the Three P’s of Advocacy referenced by Christopher Elliott in this article. Those words are patient, persistent and polite.

Use our list of corporate contacts to find the right person to address your concern, then share your paper trail evidencing the company’s failure to provide services. Write a simple, polite email to one of the lower-level contacts on the list and be patient by giving that person a couple of weeks to follow up. If they don’t, be persistent and work your way up the list until you get a response.

While we could not offer Scott assistance in advocating for herself, she used our list of Time Warner/Spectrum executive contacts to present her case.

Scott reached out to a vice president of the company and soon heard back from a representative who said he “wanted to make things right.”

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“He offered me a package I have been asking for since last August and everyone told me I couldn’t have and wanted to charge me double,” Scott told our advocate. “Apparently when Time Warner was bought by Charter their training was all off.”

“All’s well that ends well. I am very grateful to your website as it provided valuable information which helped solve my problem.”

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Mark Pokedoff

Four-time Emmy-award-winning television sports production specialist and frequent traveler. Longtime freelance writer and travel blog enthusiast. Proud papa of four amazing kids who have been upgraded to first class more than all their friends combined. Read more of Mark's articles here.

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