TiVo Lose retention deal with Tivo ?

Dinalt · 07-06-2011, 15:09

Hi,

Finally decided to get a Tivo box and rang to order one - but was told it would cost me Â£10 more a month to "upgrade" - i thought the cost was Â£3 for the use of Tivo data ?

Accordign to the CS rep i spoke to she couldn't put an rer through keepingmy current rates - anyone else had this ?

DinAlt

Stephen · 07-06-2011, 15:12

What package are you on?

TiVo is Â£3 a month on XL. Anything lower than that will be Â£8 a month.

passingbat · 07-06-2011, 15:57

Tivo sales told me I would lose my loyalty discount (a discount freely offered to me by VM, not obtained by threats)

I had to order without keeping my loyalty discount and had to ring customer relations to get it re-instated.

Customer Relations said that sales should know that you can keep loyalty discounts; it seems as if the message hasn't got through.

My bill just went up by Â£3 p/m for the tivo.

muppetman11 · 07-06-2011, 16:05

Quote:

Originally Posted by passingbat

Tivo sales told me I would lose my loyalty discount (a discount freely offered to me by VM, not obtained by threats)

I had to order without keeping my loyalty discount and had to ring customer relations to get it re-instated.

Customer Relations said that sales should know that you can keep loyalty discounts; it seems as if the message hasn't got through.

My bill just went up by Â£3 p/m for the tivo.

I've never heard of that a firm ringing you and offering you a discount without even contacting them

in two years of being with VM they've never offered me anything without me contacting them to say I'm thinking of leaving.

whoareyou · 07-06-2011, 16:05

Quote:

Originally Posted by passingbat

Customer Relations said that sales should know that you can keep loyalty discounts; it seems as if the message hasn't got through.

Still?!

Davekg77 · 07-06-2011, 16:17

I lost mine but after a number of calls they agreed it should never have been removed.

Dinalt · 07-06-2011, 16:22

Im on 30 meg broadband, XL tv and vigrin phone.

CS person was adamamant i'd lose my "loyalty" discount - hard enough getting wife to accept Â£200 for a new box - telling her it'll cost Â£10 a month extra isn't going to float..

DinAlt

denphone · 07-06-2011, 16:27

Quote:

Originally Posted by passingbat

Tivo sales told me I would lose my loyalty discount (a discount freely offered to me by VM, not obtained by threats)

I had to order without keeping my loyalty discount and had to ring customer relations to get it re-instated.

Customer Relations said that sales should know that you can keep loyalty discounts; it seems as if the message hasn't got through.

My bill just went up by Â£3 p/m for the tivo.

Yes l lost my loyalty discount.

07-06-2011, 16:27

Quote:

Originally Posted by Dinalt

Im on 30 meg broadband, XL tv and vigrin phone.

CS person was adamamant i'd lose my "loyalty" discount - hard enough getting wife to accept Â£200 for a new box - telling her it'll cost Â£10 a month extra isn't going to float..

DinAlt

Phone 150, select "thinking of leaving" and they will almost certainly be able to sort it for you. They seem to be the best dept. to bang heads together if you have a problem.

passingbat · 07-06-2011, 16:33

Quote:

Originally Posted by muppetman11

I've never hear of that a firm ringing you and offering you a discount without even contacting them

in two years of being with VM they've never offered me anything without me contacting them to say I'm thinking of leaving.

Who said anything about them riniging me? I said freely offered to me by VM, not obtained by threats.

Just under a year ago, I found i was paying Â£1.50 more than i should have been for my services as shown on the 'build your own bundle' web site page. I thought it would be a simple call to CS (Yeah, right!).

They said they couldn't help me. I asked to speak to a manager. I was told i couldn't and got a message from the manager that I'd have to write to the CEOs office to get something done about it. I asked for a managers name to use as reference and was refused a name. Then i was told in the wrong tone of voice, "It's only Â£1.50"!

I asked to be put through to Customer relations just to complain about the service i'd recieved, not threaten to leave etc.

When they put me through, the CR guy said, "Are you looking for a discount on your bill?"

I said No, I just want to pay the price on the web site; no more, no less.

He checked that what I was saying was correct and instantly offered me a Â£9 p/m discount if I took out a new 12 month contract (effectively Â£7.50 as I was paying Â£1.50 more anyway). he did say he could do that because i was a very long term customer.

So, as I said, freely given without any threats at all on my part. In fact me saying I wanted to pay the correct price!

muppetman11 · 07-06-2011, 16:45

Quote:

Originally Posted by passingbat

Who said anything about them riniging me? I said freely offered to me by VM, not obtained by threats.

Just under a year ago, I found i was paying Â£1.50 more than i should have been for my services as shown on the 'build your own bundle' web site page. I thought it would be a simple call to CS (Yeah, right!).

They said they couldn't help me. I asked to speak to a manager. I was told i couldn't and got a message from the manager that I'd have to write to the CEOs office to get something done about it. I asked for a managers name to use as reference and was refused a name. Then i was told in the wrong tone of voice, "It's only Â£1.50"!

I asked to be put through to Customer relations just to complain about the service i'd recieved, not threaten to leave etc.

When they put me through, the CR guy said, "Are you looking for a discount on your bill?"

I said No, I just want to pay the price on the web site; no more, no less.

He checked that what I was saying was correct and instantly offered me a Â£9 p/m discount if I took out a new 12 month contract (effectively Â£7.50 as I was paying Â£1.50 more anyway). he did say he could do that because i was a very long term customer.

So, as I said, freely given without any threats at all on my part. In fact me saying I wanted to pay the correct price!

Right I see , you deserve a discount for treatment like that , it's really inexcusable to speak to a customer in that tone , and what a stupid point by the agent it's only Â£1.50 , yes Â£1.50 you shouldn't be paying.

passingbat · 07-06-2011, 17:11

Quote:

Originally Posted by muppetman11

and what a stupid point by the agent it's only Â£1.50 , yes Â£1.50 you shouldn't be paying.

Yes, that. in the tone of voice she said it, was the final straw and why I asked to be put through to CR.

DaMac · 07-06-2011, 18:13

I've been spoken to like that by a welsh bird in the past, Retentions to be fair did everything they could to placate me, now if only i could get the same welsh girl on the phone over a TiVo install...

Ben B · 07-06-2011, 23:55

Hi Dinalt,

I suggest ringing again as I didn't lose the loyalty discount and I got the rep to confirm the price per month and it was Â£3 more that's it, this was just through standard 150 and the option for changing your package. It was the offshore call centre I got through to as it was at about 9pm at night.

08-06-2011, 07:31

I actually asked the guy if I would lose my discount if i ordered Tivo - he said he didn't know and the only way he can tell is to add it on the system - so i told him to add it on the system and see what the bill says - which he did - it worked out at Â£3 more than i'm paying so i said 'yes'

Quote:

Originally Posted by denphone

Yes l lost my loyalty discount.

I'd get back on the phone