Quote:
Originally Posted by Ignitionnet
Your first post was perfectly clear - you were told you would lose your retentions discounts so you kept phoning until you got what you wanted. The answers you received until you got what you wanted were entirely in keeping with both the letters that had been sent out and the experiences of other users.
I could quote your post if you are in any way confused or don't remember what you wrote.
If this is inaccurate I apologise but I only have your posts to go on.
Virgin are to blame for leaving any trace of doubt, they should have stuck with their guns and on the first call told you that you would be losing your discount if you wanted the upgrade and reiterated if you called again, as it is they look rather pathetic having totally changed their policy within a week.
The answers you got were correct, they were the policy at the time, VM's fault for changing it because they don't feel their 30M is good enough to justify its £18.50 price tag, though it's fine to charge it to people who don't claim disloyalty discounts.[COLOR="Silver"]
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I made a total of three calls.
On the 1st I was told I would need to pay £30 for the super hub (even tho I have one) and the monthly cost would go up by £5. The overseas cs guy could not explain why they would charge for hub again.
Would you argree to pay for something you already have?
On the 2nd I was told yet again I would need to pay £30 for the hub (they even agreed this was nuts since I had one) And the monthly cost would be an extra £10. When I told them it was £5 on the call before, they agreed no one had a clue what the terms should be for users on 20mb. And asked me to call back in a day or two.
On the third call, I said I had called before about the 30mb upgrade and there should be notes on my file. The reply was, yes I see there was confussion over the costs, in the last hour virgin staff had been told if the user had a hub there would be no £30 fee and the monthly cost would be the same as before. I then asked, even if I have loyalty discounts. His reply was yes. The only change would be a new 12 month contract.
The order was then placed.
So where in that did i keep pestering Virgin?
It took 3 calls for staff to get updated info on the deal, not for me "to get what I wanted"
I dont blame the CS/retension staff, I blame higher management.
But I do understand it can take a little time for info to filter down the line in a company the size of Virgin.