Quote:
Originally Posted by andy_m
Virgin don't contract you to give them money each month, you employ them to provide you with a service, and if they do so sufficiently well then you pay them for it.
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It's a mutual contract really. The customer agrees to pay X amount per month in return for X service/s.
If you don't fulfill your side of the contract by paying the money for the service/s, VM will take action against you. If VM don't provide the services as agreed, it's open for the customer to take action. The whole point of a contract is to set out what is expected from each party and outline the consequences of non fulfillment. In this particular case, the customer obviously has the upper hand.
Unless it's in the contract, it's irrelevant as to the cause of non fulfillment. It's no use VM saying "well things go wrong sometimes", just as VM doesn't have to be interested in the reasons for a customer not paying their bill on time. In practice, as the customer has the upper hand, VM are likely to come to some arrangement to keep your custom and reduce churn.
Quote:
Originally Posted by passingbat
Are you suggesting that VM should compensate every customer who has to have a faulty box swapped out, for loss of recordings and the days when they can't record new programmes?
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Only those that ask. It's sound business sense to keep customers happy, a small outlay is worth it to keep people paying X amount per month to VM as opposed to a competitor.