Quote:
Originally Posted by JPoll
Why do you find it crazy?
It's human nature to expect loyalty and reward.
I don't think anyone (well maybe a minority) want something for nothing and I certainly don't. What I told the lady is that the VIP deal isn't really VIP if you have to top up parts and what not.
I said I'm not expecting complete and utter freebies or massive discounts but a to see a bit better value and mentioned that in comparison to sky who always was dearer are now quite comparable though you do still have the edge in regards to your 50mb broadband and on demand so I'd probably never leave anyway.
She said she agreed and they are planning to upgrade the VIP deal to reflect the new services and a competitive price to match in the 1st quarter of next year.... nothing unreasonable or unrealisitic has been asked for in my opinion.
Maybe slightly off topic but neglecting your current customers or letting your customers feel neglected drives them away that's the reason I left Sky after many years and Virgin have been getting £1,500 to £1,800 or so a year off me ever since. Been happy with Vm since I joined 7 maybe 8 years ago and went VIP I think 3 years ago, well more than 2 anyway.
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I wasn't talking about the VIP or any other level of package, and neither was the OP (I agree that high spend customers should be treated well and that the VIP should be better). I was talking about people using length of custom with VM as a blunt bargaining tool for discounts, in the case of the OP exempting them from paying the £7 HD fee.
With that logic, if I had been with VM/NTL for 15 years, paying a pittance on the absolutely minimum package, and then decided I wanted to get the VIP, should I expect to pay less for it than you because of my length of (low-paying) custom? No! You may not expect something for nothing but I think many VM customers do.
That is the difference between Sky's customer base and Virgin's - Sky's customers are renowned for wanting the best (it's even their advertising strapline these days) and are prepared to pay for it. For the most part, Virgin's customers are not so interested in having the most/best/latest products and are reluctant to pay any extra for them. Hence why so few VM customers get Sky Movies & Sport and why ESPN agreed to be included in XL. And hence why so many people now are OUTRAGED!?!! DISGUSTED!!! QUITTING VM!!?! about the £7 charge.
It would have been fantastic to get it included in VIP/XL, and VM's "Free HD!" advertising is a bit dubious now, but some people need to get a grip - you can't expect everything to go your way just because you've been with VM a while.