Retentions deals
 

Have Virgin Media tightened the retentions deal process? Or is it only for me?

Customers like me used to just be able to phone them and get a deal (with a new 12 month contract), but now they will not budge - they want you do start the disconnection process - and only then will retentions call you back.

Is this correct?

Seems crazy to me, as more customers will actually end up leaving.

Thanks for any replies.

Re: Retentions deals
 

Yes, the rules are much tighter now. Deals are offered based on the assessment of a customer, what services they have etc.

If you are already getting the best price VM want to offer for your services, Relations may very well only offer to disconnect you - which to be blunt, is what they are there to do

Re: Retentions deals
 

About time. :tu:

Re: Retentions deals
 

TOO ;)

Re: Retentions deals
 

I edit it just for you.

:D

Re: Retentions deals
 

Just to clarify retentions deals are still available, but they are harder to get, and inbound retentions may offer you nothing (although usually they offer something), forcing you to start the disconnection process and wait for outbound retentions to call you (a new part to the process). See the MoneySavingExpert forums.

Re: Retentions deals
 

id love to hear the conversations when someones fishing for a deal and end up disconnected!

Re: Retentions deals
 

It would make me chuckle.

Re: Retentions deals
 

Obviously they will have done their homework before phoning and retentions won't match what deals they've found elswhere if they go through with the disconnect ;)

Re: Retentions deals
 

All they have to do is call up 5 days before disconnection and ask for the disconnection date to be postponed another 30 days, or cancel the disconnection.

They will call you in the last week usually. Personally I think letting the disconnection go through is the best option anyway :p:

Re: Retentions deals
 

Why? Less customers= less money for the pay rise you were after and possible redundancy.

Indeed.

I'm beginning to think that myself. The attitude of a minority of VM staff on here is beginning to make me question why I should continue to help pay their wages through multiple personal and business contracts.

I have a special number to ring for negotiating and am normally very happy with what i'm offered, but my loyalty is now beginning to be severely tested.

Re: Retentions deals
 

My feeling has been that Retentions have been far too generous in the past, leading to unprofitable business. It would be better all round, for both the business and the customer, if there was some more structure in pricing.

Time for companies in this country to reward LOYALTY, not disloyalty.

We need a pricing structure with two levels of discount. One level to reflect the number of services, say £5 for two services and £10 for three services. A second level to reward continued loyalty as a customer, say £2 for two years, £5 for five years and £10 for ten years.

A published price list with a published discount structure would be fair for all.

Re: Retentions deals
 

I would have thought that higher up the chain dictates to the retentions department what they can do at any time, based on what the number crunchers say is needed. Based on many calculations and what is needed at any particular time. At some points in time they will be happy to let customers go as it suits them, other times they need to make customer churn look less, is another possible scenario.

Re: Retentions deals
 

You're quite right, loyalty is not rewarded, but taken for granted.

---------- Post added at 15:12 ---------- Previous post was at 15:12 ----------

Very, very true.

Re: Retentions deals
 

Apparently Sky retentions have adopted a similar strategy.

Whether that is a chicken - egg scenario or an egg - chicken scenario I have no idea.

But whatever I applaud it.

I, too, feel it is long overdue for customer loyalty to be rewarded.

Re: Retentions deals
 

Turnover is vanity, profit is sanity - a business cannot survive on customers it does not make any money from.

Re: Retentions deals
 

Be nice if it worked that way but the opposite tends to be true. The longer you've been a customer, and the nicer non-quibbling person you are, the higher price you're likely to be paying. I've been a cable customer since 1996, dread to think what I'd be paying now if I'd never challenged the price. I only do this when I can see I paying more than new customers (after taking into account any first few months initial discount).

Loyal customers are often the last in line when it comes to equipment upgrades aswell. Doubtless I'd still be stuck with my Jerrold (circa 1996) tv box, which you could fry an egg on, if I'd never rung up and queried it, and be paying more a new customer with 3 Tivo's and a Superdud....

Realise VM need to attract new customers, but taking advantage of loyal ones, plus a couple of inflation busting price rises in the same year, is taking a massive risk on on where most of their profits are coming from. Just give long serving punters a fair deal that isn't worse than new customers after their 3 month (or whatever) discount. This would help retention long term and end the 'retentions' call farce.

Re: Retentions deals
 

Think we can all agree that loyalty should be rewarded but it won't change until the majority of people are happy to switch providers on a regular basis, forcing providers to change their way of thinking.

Re: Retentions deals
 

I have to agree with you - I never understand why people don't review their utilities/service providers (including insurances) annually. Even with the same provider, often the online quote for a new customer is cheaper than the renewal they send.

Re: Retentions deals
 

When I received notification of my price increase last month from Virgin, I called them to fully explain the cancellation process to me. I explained I wasn't happy with the increase and would see what deals I could find elsewhere. The lady from Virgin offered me a small rebate on my package however I explained I'm not trying to negotiate, I'm just looking for more info. I advised I would call back within 48 hours if I intended to cancel.

Once I sorted out my move to SKY I called Virgin to go ahead with my cancellation and explained I had found a better deal elsewhere. I was told whilst the woman I had spoken with 2 days earlier had offered me a rebate a further reduction could be offered if I stayed and entered into a new 12 month deal. I refused and joined SKY.

I have realised there is not much value in loyalty. Who wants to pay full price when you can pay half price? I'm on half price for 12 months with SKY. Say at the end of 12 months Virgin/BT are offering 18 month contracts but the first 6 months are half price, I'll probably leave SKY to take advantage of this offer. If however a few months later SKY offer me either the 75% or 50% "comeback to us rebate" then I'd wait until the next package price increase from Virgin/BT,refuse to accept the price increase, and cancel my services by giving 30 days notification.

It's great that you can cancel your contact if you are in term, when prices are increased, as it opens up your options. As long as you don't mind changing providers once a year you could easily get yourself half price deals, or heavily discounted introduction rates, over the next 12 to 24 months at least. As I stand just now I can realistically save myself over £1000.00 in subscription fees over the next 18 months. Based on the package I was on recently with Virgin, that's like having all of my services free for almost 10 months.

With BT arriving on the scene it makes things even better for consumers. If you stick with one provider for years and years you won't get value for your money.

Re: Retentions deals
 

To quote the great philosopher Punch - "That's the way to do it!"

Re: Retentions deals
 

Saving a few pennies is nice but I think the quality and reliability of services is more important.

My services with VM have always been plagued by quality and reliability issues :(

In actual fact I really don't mind paying a little extra if the services are worth it.

However services from my current provider are, so far, proving to be rock solid and are working out to be cheaper which is a nice bonus :)

Re: Retentions deals
 

Sorry for dragging up and old thread but wanted to see what people think of my current offering...

Your package
Bundle Charges Total
Talk Weekends TV Size: X L 1 Additional V Box TiVo Monthly Fee Broadband XXL (Up To 100mb) Premiere Collection
Bundle Charges Total total£60.50
Promotional offer(s)
£5 Off For 12 Month Campaign On Your Collection Pack Which Will End On 27-SEP-13
Promotional offer(s)CR £5.00
Phone line rental
Line Rental
12 Month Line Rental Saver - Payment Made In Advance For Line Rental Until 02-JAN-14
Phone line rental total£0.00
Your package total£55.50

My services if you can not make the above out are... (Pretty sure its the Premier package with 100Meg but a reduction of the 2nd TiVo fee)

XL TV with 2 TiVo boxes
100Mbps
M Phone

My contract is up on the 1st June 2013 so I am just trying to review if I can negotiate a better deal with VM? I don't mind signing a further contract as I have paid line rental till Jan 2014 anyhow so if I did leave I would ultimately lose that. I'm happy with the VM service I receive just want to make sure I am paying the average for a loyal customer.

Thanks for any advice you can offer.