I hate having to ask this question.
This recently came up when I got a bill for my subscription to the Chicago Tribune for $129.87. This was 400% more than my last quarterly bill. When I called to complain, they said that the cost of printing of the paper had gone up? I then said by 400%? The conversation continued…
Chicago Tribune Customer Service (CS): Okay, I can get you a better price of $92.50.
Me: That is still 300% more than last time.
CS: Well the best I can do is $65.
Me: Listen, I have been a customer for 13 years and this seems very high to me.
CS: What about $42.75?
Me: Ok, that’s only an 18% increase.
CS: Do you want to pay by Mastercard or Visa?
This was a totally unsatisfactory conversation. Why not give me a competitive price to start? Why do I need to do all this negotiating? Why say this is your best price and then go lower?
This reduces the trust I have with the Tribune and does not make me a satisfied customer after 13 years.
What do you think?
I agree with you. I’ve dealt with the Trib on similar issues in the past. The notion of a 400% increase to start the conversation is offensive. Whole process is a negootiation that shows no loyalty to customers.
I now get delivery 4 days a week (Wed, Thu, Fri, Sunday) and have digital access on phone, tablet, pc for all 7 days…. for the bargain price of $1.50 a week. So that’s $19.50 a quarter. A compromise I can live with. (Don’t tell ’em I told you or they might raise my rate!)
Agreed- great compromise!
I completely agree… but more to the point, why are THEIR increased costs OUR problem?
Instead, they should have created / manufactured some (free to deliver) added benefit for subscribers to justify the cost increase. Then, instead of just seeing the increase on the bill, they could have mailed out an announcement of how they were adding this or that to their subscription…
just a thought.
Yes,they should be value not cost focused!