Cable Forum - Good way to Keep customers

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- Virgin Media TV Service (https://www.cableforum.uk/board/forumdisplay.php?f=11)

- - Good way to Keep customers (https://www.cableforum.uk/board/showthread.php?t=33677628)

Doz007

13-05-2011 19:52

Re: Good way to Keep customers

Retentions were really impressive in my opinion. When I rang to genuinely cancel & move all my services to Sky they pretty much refused to let me. This may sound strange, but it made me feel like a valued customer. :)

On the flip side, when I last cancelled Sky to move to Virgin, the gentleman for Skys retention team accused me of fraud & treated me like a criminal!??

v0id	13-05-2011 19:58

Re: Good way to Keep customers

Did you actually ask to cancel your TV service as far as to pick the "thinking of leaving us" option, or just enquiring to CS when your contract expired?

muppetman11

13-05-2011 19:58

Re: Good way to Keep customers

Quote:

Originally Posted by Doz007 (Post 35235838)

When I cancelled my VMTV the woman told me that Sky don't broadcast in 1080 HD and that VM was much better quality :erm:

devilincarnate

13-05-2011 19:59

Re: Good way to Keep customers

Quote:

Originally Posted by Doz007 (Post 35235838)

On the flip side, when I last cancelled Sky to move to Virgin, the gentleman for Skys retention team accused me of fraud & treated me like a criminal!??

This was the same as me when I left SKY after 13 years. I'am now very happy with been with VM:D

sam1989

13-05-2011 20:10

Re: Good way to Keep customers

Quote:

Originally Posted by v0id (Post 35235843)

Did you actually ask to cancel your TV service as far as to pick the "thinking of leaving us" option, or just enquiring to CS when your contract expired?

Both, Dont get me wrong virgins TV service is excellent, but when i get cheaper deal with sky plus extras like sports , movies it just seems a good deal. It just baffled me she told me "sky do have some good offers" and "if you cancel your tv the remaining package you have will be considerbly cheaper":erm:

devilincarnate

13-05-2011 20:16

Re: Good way to Keep customers

Quote:

Originally Posted by sam1989 (Post 35235861)

I would call back up and see what they are able to offer you and then complain about the advisor that spoke to you before?

LexDiamond

13-05-2011 20:34

Re: Good way to Keep customers

I'm guessing the reason VM can't help you out is quite simply because VM discounting Sky premium channels would mean that VM still has to pay Sky the same amount. They would probably make a loss with you as a customer on the same deal that Sky are offering.

carlwaring

13-05-2011 22:09

Re: Good way to Keep customers

Quote:

Originally Posted by royaltiger (Post 35235703)

I expect retentions get fed up with everyone on the planet just about to run out of contract, and if you dont match what i've just been offered which is twice as much for half the price from the competition, then i'm off. Its about time they said ok goodbye then as most of us pay full whack for what we get minus discounts and are long term customers not fare dodgers, who once they jump ship then proceed to read the small print on their new contract and realise its not that great after all and then want to come back.

There is a lot of sense in this post :)

SOSAGES

13-05-2011 23:25

Re: Good way to Keep customers

been with virgin for well over 10 years now.
every year my contract is up
every year i call up to try it on.
only thing i ever got (and it was a nice one) was free BB for 18 months. back then it was 600K so not too bad.
since then nothing.

carlwaring

14-05-2011 00:36

Re: Good way to Keep customers

I too have been with cable for over ten years. Nearer 15 actually :)

Anyway, I have never called at the end of any contract period. Mainly because I don't even know when it is :D

I have only ever called VM once, just to see what they could offer me. I did not "threaten to leave" or anything. I simply got one of the deals that was available at the time. Nothing 'special.

passingbat

14-05-2011 14:08

Re: Good way to Keep customers

In my view, if people ring and threaten to go to sky if they can't get a 'retentions' deal, VM should tell them to go.

muppetman11

14-05-2011 14:13

Re: Good way to Keep customers

Quote:

Originally Posted by passingbat (Post 35236308)

In my view, if people ring and threaten to go to sky if they can't get a 'retentions' deal, VM should tell them to go.

They wouldn't have many customers left if they adopted that stance ;-)

Jameseh

14-05-2011 14:29

Re: Good way to Keep customers

I doubt they could afford giving you Sky Premium channels in HD alone for Â£30 never mind the 100 other channels on XL, hence why they didn't try to bargain. Sky can undercut themselves because they don't have to pay anyone for premium channels.

passingbat

14-05-2011 15:31

Re: Good way to Keep customers

Quote:

Originally Posted by muppetman11 (Post 35236310)

They wouldn't have many customers left if they adopted that stance ;-)

They'd have me!

I think you may be surprised how many people think the same, and get irritated by people trying to bribe better deals out of VM.

muppetman11

14-05-2011 15:36

Re: Good way to Keep customers

Quote:

Originally Posted by passingbat (Post 35236363)

They'd have me!

I think you may be surprised how many people think the same, and get irritated by people trying to bribe better deals out of VM.

I do it all the time , with my mobile phone contracts and digital services it pays to shop around.

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