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Originally Posted by Ignition
Just as well I'm not in charge of these things, I'd end up saying (politely) 'This is the price you agreed to pay, this is the price you signed up for, this is the price everyone else pays. Either pay it or go somewhere else'.
Makes you wonder how much profit is actually being made on the services if 'retentions' people have this much discounting power. If retentions can discount everything till it's breakeven or lower I don't really see the point in it being offered. Realistically if with a discount a customer is no longer going to be making money what exactly is the point in having them?
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Well I agree with you on that, I remember when as a network engineer I would go along to a customers house who was basically complaining about nothing to get a discount/free service period.
I dealt with many genuine cases, but I also dealt witha number that were plain and simply just trying to get something for nothing. CS were eventually stopped from this practice because they were giving far too much away, they gave free service to one guy down in Barry just because he was involved in Oftel.
The one case that I have mentioned before that really made me laugh, was a customer who had been given a free service period that had come to an end. I was asked if I would go and see the customer, he was saying the ntl TV service was giving him epeleptic fits! I could find nothing wrong with it, but the guy was shouting and saying if he watched it for long enough he would get a fit!
The guy was very unhappy with me and I reported back to CS that as far as I was concerned he should not be given any more free service. I was then told by another service technician that ntl CS had given him everything, movies, sports etc free for an indefinate period. I kicked up a fuss and we asked CS if the guy was not getting fits from the service now it was for free.
He claimed it was unwatchable, but he was happy to have it for free
CS always over ruled us and believed the customer, they later increased numbers and efforts in retentions. Customers got to know what they could get away with as word got around, free service became very popular such as free analogue until digital was launched. Some customers were given 12 months free analogue full packages because they said they would go to Sky digital!
This will probably be denied by some in ntl, but I know it for a fact!