Lose retention deal with Tivo ?
 

Hi,

Finally decided to get a Tivo box and rang to order one - but was told it would cost me £10 more a month to "upgrade" - i thought the cost was £3 for the use of Tivo data ?

Accordign to the CS rep i spoke to she couldn't put an rer through keepingmy current rates - anyone else had this ?

DinAlt

Re: Lose retention deal with Tivo ?
 

What package are you on?

TiVo is £3 a month on XL. Anything lower than that will be £8 a month.

Re: Lose retention deal with Tivo ?
 

Tivo sales told me I would lose my loyalty discount (a discount freely offered to me by VM, not obtained by threats)

I had to order without keeping my loyalty discount and had to ring customer relations to get it re-instated.

Customer Relations said that sales should know that you can keep loyalty discounts; it seems as if the message hasn't got through.

My bill just went up by £3 p/m for the tivo.

Re: Lose retention deal with Tivo ?
 

I've never heard of that a firm ringing you and offering you a discount without even contacting them :confused: in two years of being with VM they've never offered me anything without me contacting them to say I'm thinking of leaving.

Re: Lose retention deal with Tivo ?
 

Still?! :rolleyes:

Re: Lose retention deal with Tivo ?
 

I lost mine but after a number of calls they agreed it should never have been removed.

Re: Lose retention deal with Tivo ?
 

Im on 30 meg broadband, XL tv and vigrin phone.

CS person was adamamant i'd lose my "loyalty" discount - hard enough getting wife to accept £200 for a new box - telling her it'll cost £10 a month extra isn't going to float..


DinAlt

Re: Lose retention deal with Tivo ?
 

Yes l lost my loyalty discount.

Re: Lose retention deal with Tivo ?
 

Phone 150, select "thinking of leaving" and they will almost certainly be able to sort it for you. They seem to be the best dept. to bang heads together if you have a problem.

Re: Lose retention deal with Tivo ?
 

Who said anything about them riniging me? I said freely offered to me by VM, not obtained by threats.

Just under a year ago, I found i was paying £1.50 more than i should have been for my services as shown on the 'build your own bundle' web site page. I thought it would be a simple call to CS (Yeah, right!).

They said they couldn't help me. I asked to speak to a manager. I was told i couldn't and got a message from the manager that I'd have to write to the CEOs office to get something done about it. I asked for a managers name to use as reference and was refused a name. Then i was told in the wrong tone of voice, "It's only £1.50"!

I asked to be put through to Customer relations just to complain about the service i'd recieved, not threaten to leave etc.

When they put me through, the CR guy said, "Are you looking for a discount on your bill?"

I said No, I just want to pay the price on the web site; no more, no less.

He checked that what I was saying was correct and instantly offered me a £9 p/m discount if I took out a new 12 month contract (effectively £7.50 as I was paying £1.50 more anyway). he did say he could do that because i was a very long term customer.

So, as I said, freely given without any threats at all on my part. In fact me saying I wanted to pay the correct price!

Re: Lose retention deal with Tivo ?
 

Right I see , you deserve a discount for treatment like that , it's really inexcusable to speak to a customer in that tone , and what a stupid point by the agent it's only £1.50 , yes £1.50 you shouldn't be paying.

Re: Lose retention deal with Tivo ?
 

Yes, that. in the tone of voice she said it, was the final straw and why I asked to be put through to CR.

Re: Lose retention deal with Tivo ?
 

I've been spoken to like that by a welsh bird in the past, Retentions to be fair did everything they could to placate me, now if only i could get the same welsh girl on the phone over a TiVo install... :D

Re: Lose retention deal with Tivo ?
 

Hi Dinalt,

I suggest ringing again as I didn't lose the loyalty discount and I got the rep to confirm the price per month and it was £3 more that's it, this was just through standard 150 and the option for changing your package. It was the offshore call centre I got through to as it was at about 9pm at night.

Re: Lose retention deal with Tivo ?
 

I actually asked the guy if I would lose my discount if i ordered Tivo - he said he didn't know and the only way he can tell is to add it on the system - so i told him to add it on the system and see what the bill says - which he did - it worked out at £3 more than i'm paying so i said 'yes'

I'd get back on the phone

Re: Lose retention deal with Tivo ?
 

l did but they did not seem to understand what l was saying.:confused::confused:

Re: Lose retention deal with Tivo ?
 

Did you change your services to get Tivo? You might had a discount related to a particular package (e.g. triple XL discount) and if you change it you will lose the discount

Re: Lose retention deal with Tivo ?
 

Hi

When I ordered my TIVO I first spoke to 'retentions' to enquire if I would lose my loyalty bonus. They advised that I would not if I ordered the new box through them, but if I was to order through sales the chances were that it would be treated as a new order and would probably lose the bonus.
They advised that anyone wanting the TIVO was to book it through them.

Re: Lose retention deal with Tivo ?
 

I spoke to retentions and also lost my loyalty discount when I ordered TiVo. Again, it shows the major flaws of VM's sales and customer service systems. Very frustrating.

I think I will be getting back on the phone on the basis that other people are getting to keep their loyalty discounts. Although I did change my Broadband from 10Mb to 30Mb at the same time. "Penalised" for upgrading...?

Re: Lose retention deal with Tivo ?
 

Spoke to a very friendly person in retentions called Kimberly and it's all sorted- getting an install on friday.


DinAlt

Re: Lose retention deal with Tivo ?
 

I say it again `CLEAR OFFERS AND PRICES MADE TO EVERYONE`!` Unless virgin start making offers crystal clear and the same for everyone then they`re going to keep on getting angry customers. I think alot of re-training of the staff would help to. I`ve been weighing up whether to go for the tivo box and have my existing v+ box moved to the bedroom(the cable is already in there as I used to have my old samsung v box in there) but if I`m going to lose my £18.50 tripple package loyalty discount then theres no chance I`l do it as the cost would be far to high.

Re: Lose retention deal with Tivo ?
 

No the only change was getting a tivo and yet my bill went up 8.00 instead of 3.00.

Re: Lose retention deal with Tivo ?
 

I didn't lose my discounts when I upgraded from V+HD to TiVo. I am XL TV, XL phone and 10mb BB. No other boxes.

Losing the discounts would be an epic fail. Surely VM wouldn't do that.

Re: Lose retention deal with Tivo ?
 

Have to say the retentions peopel are the only ones who seem to know what they're doing - judging from the response I got they've had a lot of people complaining about losing loyalty bonuses recently..
As i said to her - it's ridiculous i have to use the thinking of leaving avenue when I have no intention of leaving in fact i want to give them MORE money ...


DinAlt

Re: Lose retention deal with Tivo ?
 

I also go through to the retentions options for that very reason, you always seem to get someone who is polite, speaks good English, and is happy to help.
Happened to me recently. Phoned up enquiring about Tivo and just went to normal CS and they hadn't a clue, didn't understand me very well and redirected me to a 'technical team' who were hard to understand and I just gave up in the end as they sounded like just reading from a script and weren't prepared to discuss my overall package.
Phoned up Retentions today and had very friendly lady who went through my package, all my options, and now have Tivo being installed this week with no installation fee and keeping all my current discounts no problem. Even offered me discount on upgrading my phoneline as well.

Re: Lose retention deal with Tivo ?
 

No I didn't have any change to my deal at that point, but I did when I moved from BB XL20 to BB XL30. Allegedly it wasn't possible to keep the same discount but they made a change to the bundle discount to compensate.

Re: Lose retention deal with Tivo ?
 

Well Virgin screwed up yet again..

After waiting in all afternon for the engineer I get a ring at 5.15 asking if he can come today at 9.00 am as he's running late. Like a fool I say yeah. At 11.15 i ring Virgin to ask where he is and I'm told that my install is booked for the 14 th not today - shame as they won't be able to get in as noone will be here. EVERY time I have any dealings with Virgin this crap happens - they have no respect for their customers and appalling relationship management.
If it wasn't for their broadband I'd tell them where to stick all their services.

So far this year I've had to Be at home on 5 separate daya to deal with problems their engineers have caused and only one of those was for work for me!

Now waiting for the installation manager to ring me with an explanation will update when and if i get a call.

DinAlt