Virgin Media Pathetic Customer Service

Ronak_Dave

Today I called for the better deal to the customer service as my contract already ended last month. For new customer basic package is 32 pound but for the exciting royal customer from last 5 year, she gives deal with 52 pounds for the same package. Don't understand how they operate. No offer was given except for the first month she put 20 pounds off on my bill and then again I have to pay 52 pounds. What a pathetic customer service.

onomatopoeia99

Ronak_Dave wrote: »

For new customer basic package is 32 pound but for the exciting royal customer from last 5 year, she gives deal with 52 pounds for the same package.

Perhaps they are republicans?

kwikbreaks

You failed to talk to the correct people - retentions.

VMs entire business model is based on (A) charging mugs an increasing fortune year in year out or (B) saddling those who complain with yet another minimum term in return for a reduction. Clearly as you haven't called in for a reduction you've been put in category A. If you say you are dissatisfied and are considering leaving you'll get put in category B.

phillw

Ronak_Dave wrote: »

Today I called for the better deal to the customer service as my contract already ended last month. For new customer basic package is 32 pound but for the exciting royal customer from last 5 year, she gives deal with 52 pounds for the same package. Don't understand how they operate. No offer was given except for the first month she put 20 pounds off on my bill and then again I have to pay 52 pounds. What a pathetic customer service.

That isn't customer service, that is sales. Not offering you a discount doesn't make them pathetic. Most companies offer special deals for new customers in year one, you are free to leave.

Ronak_Dave

kwikbreaks wrote: »

You failed to talk to the correct people - retentions.

VMs entire business model is based on (A) charging mugs an increasing fortune year in year out or (B) saddling those who complain with yet another minimum term in return for a reduction. Clearly as you haven't called in for a reduction you've been put in category A. If you say you are dissatisfied and are considering leaving you'll get put in category B.

Well I called to reductions. Anyway if i am on wrong category she should ask her manager as i said i will leave as i am not satisfied with your responce at the end i cancelled all my service.

phillw

Ronak_Dave wrote: »

Well I called to reductions. Anyway if i am on wrong category she should ask her manager as i said i will leave as i am not satisfied with your responce at the end i cancelled all my service.

Haggling is like a seduction, you need to play hard to get but not so hard they give up.

85_East

Wait a few days, you may get a call back from them. I did and got them down to £8 a month for the broadband (100mbps) with a prepaid line rental on the phone that works out about £19 a month. Be conversational with them, and know what the competitors charge. They may make you a better offer than your existing one.

Ronak_Dave

85_East wrote: »

Wait a few days, you may get a call back from them. I did and got them down to £8 a month for the broadband (100mbps) with a prepaid line rental on the phone that works out about £19 a month. Be conversational with them, and know what the competitors charge. They may make you a better offer than your existing one.

You are absolutely right. They called me and offer 50% off for 12 months. Great result.