Quote:
Originally Posted by MrB
It appears that Mr SEO has been badly advised, and that calling customer relations is not resolving the issue. In cases like this, the best approach would be to put in a formal complaint (form on website) as that is a different team (or is there someone on the forum that has the ability to escalate it)?
You would think it straightforward - if you have 7 days from upgrade to cancel and go back to your previous package, anyone would logically assume it would be at the same price as it was before you upgraded.
I can appreciate that after 12 months of a contract if you push for a better offer, then tying you in for another 12 months may be appropriate (only just though - as all installation costs etc have been recovered). However, starting a contract again whenever you upgrade a service within the term would appear overly harsh (and will likely dissuade some people from adding to their services, and thus a loss of revenue to VM).
MrB
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The reason this customer is unable to go back to the previous pricing he had is that the offer he would have had previously no longer exists and there is no way of reapplying the deal.
Customers are more than welcome to upgrade a service within a contract and won't have to renew their terms, however, if they agree to renew their terms a better price for the upgrade may be given.
In this instance a formal complaint will resolve the issue, however, any customer service rep with common sense should have seen that the original price needed to be honoured up until the original contract date if cancelling under the original 7 days cooling off period. If this had to be applied using courtesy credits then so be it.