Problem hub results in saving and no haggling.

BimshireGuy

Phoned Virgin Media to talk to them about problems with my hub. While sorting out the hub the very keen and enthusistic member of staff asked if i was happy with my package to which I replied yes, but would like to pay a lot less.  A few minutes later they had passed me through to customer retentions. It was a pleasure to speak to knowledgeable, helpful, and articulate staff that did not appear to be relying on a script to drive the conversation. After explaining that I was a loyal customer and wanted to reduce the price the very nice Virgin Media Associate in the retentions team came back with an offer which results in a saving of over £400 over 18 months.  This deal was even cheaper than i could achieve by going through my firm's benefits platform even after factoring in the cashback. So a great result all because of a problem with my hub (which is functioning by the way) and no haggling . 

phillw

BimshireGuy said:

to which I replied yes, but would like to pay a lot less.  

You were unhappy with the price you were paying and asked them for a lower price, you were happy with their offer and accepted it.

I would call that haggling.

Virgin are happy as they have you tied in for another 18 months, the call handler might be on some kind of target/commission & so they are probably happy too.

Neil_Jones

BimshireGuy said:

Phoned Virgin Media to talk to them about problems with my hub. While sorting out the hub the very keen and enthusistic member of staff asked if i was happy with my package to which I replied yes, but would like to pay a lot less.  A few minutes later they had passed me through to customer retentions. It was a pleasure to speak to knowledgeable, helpful, and articulate staff that did not appear to be relying on a script to drive the conversation. After explaining that I was a loyal customer and wanted to reduce the price the very nice Virgin Media Associate in the retentions team came back with an offer which results in a saving of over £400 over 18 months.  This deal was even cheaper than i could achieve by going through my firm's benefits platform even after factoring in the cashback. So a great result all because of a problem with my hub (which is functioning by the way) and no haggling . 

Um, that is haggling.  "I don't want to pay full price, I'm happy to leave, what can you do for me?"  "Knock £22 a month off your bill, sir if you stay for another 18 months?"  "Yeah, okay."

The definition of "no haggling" is simply accepting the full price/offer made in the first place.