I have been with VM since 2001 and currently only have BB XL 30Mb/s, no phone. My charge was increased from 28.50pm to 30.00 pm in April, which although quite high, I accepted. I was however annoyed that the ongoing cost for new customers (for BB only customers without a phone) was advertised last month at 27.50 pm on their website, so I wrote and complained. I live in an area that was due to have speed doubled 'from July onwards'.
Anyway, I got a call today from 'Customer Relations' offering to double speed immediately, reduce cost from 30.00 to 22.50 pm for two years on a one year contract. Result! £180 saving over two years and speed increase working immediately. My beef is, why don't they just offer plain and simple pricing to everyone, instead of annoying existing loyal customers and expecting them to have to complain before they can offer them a better price? It makes no sense, surely it would be better in the long run to have satisfied customers? Plus you'd need fewer 'Customer Relations' staff!
Patrick
