Retentions deals

[johnholmes]

Have Virgin Media tightened the retentions deal process? Or is it only for me?

Customers like me used to just be able to phone them and get a deal (with a new 12 month contract), but now they will not budge - they want you do start the disconnection process - and only then will retentions call you back.

Is this correct?

Seems crazy to me, as more customers will actually end up leaving.

Thanks for any replies.

[BenMcr]

Yes, the rules are much tighter now. Deals are offered based on the assessment of a customer, what services they have etc.

If you are already getting the best price VM want to offer for your services, Relations may very well only offer to disconnect you - which to be blunt, is what they are there to do

[Sirius]

Originally Posted by BenMcr

Yes, the rules are much tighter now. Deals are offered based on the assessment of a customer, what services they have etc.

If you are already getting the best price VM want to offer for your services, Relations may very well only offer to disconnect you - which to be blunt, is what they are there to do

About time.

[on in an hour!]

TOO

[Sirius]

Originally Posted by on in an hour!

TOO

I edit it just for you.

[johnholmes]

Just to clarify retentions deals are still available, but they are harder to get, and inbound retentions may offer you nothing (although usually they offer something), forcing you to start the disconnection process and wait for outbound retentions to call you (a new part to the process). See the MoneySavingExpert forums.

[jb66]

id love to hear the conversations when someones fishing for a deal and end up disconnected!

[Sirius]

Originally Posted by jb66

id love to hear the conversations when someones fishing for a deal and end up disconnected!

It would make me chuckle.

[v0id]

Originally Posted by jb66

id love to hear the conversations when someones fishing for a deal and end up disconnected!

Obviously they will have done their homework before phoning and retentions won't match what deals they've found elswhere if they go through with the disconnect

[Qtx]

Originally Posted by jb66

id love to hear the conversations when someones fishing for a deal and end up disconnected!

All they have to do is call up 5 days before disconnection and ask for the disconnection date to be postponed another 30 days, or cancel the disconnection.

They will call you in the last week usually. Personally I think letting the disconnection go through is the best option anyway

[RichardCoulter]

Originally Posted by Sirius

It would make me chuckle.

Why? Less customers= less money for the pay rise you were after and possible redundancy.

Originally Posted by v0id

Obviously they will have done their homework before phoning and retentions won't match what deals they've found elswhere if they go through with the disconnect

Indeed.

Originally Posted by Qtx

Personally I think letting the disconnection go through is the best option anyway

I'm beginning to think that myself. The attitude of a minority of VM staff on here is beginning to make me question why I should continue to help pay their wages through multiple personal and business contracts.

I have a special number to ring for negotiating and am normally very happy with what i'm offered, but my loyalty is now beginning to be severely tested.

[RobboEdin]

My feeling has been that Retentions have been far too generous in the past, leading to unprofitable business. It would be better all round, for both the business and the customer, if there was some more structure in pricing.

Time for companies in this country to reward LOYALTY, not disloyalty.

We need a pricing structure with two levels of discount. One level to reflect the number of services, say £5 for two services and £10 for three services. A second level to reward continued loyalty as a customer, say £2 for two years, £5 for five years and £10 for ten years.

A published price list with a published discount structure would be fair for all.

[Qtx]

Originally Posted by RobboEdin

My feeling has been that Retentions have been far too generous in the past, leading to unprofitable business.

I would have thought that higher up the chain dictates to the retentions department what they can do at any time, based on what the number crunchers say is needed. Based on many calculations and what is needed at any particular time. At some points in time they will be happy to let customers go as it suits them, other times they need to make customer churn look less, is another possible scenario.

[RichardCoulter]

Originally Posted by RobboEdin

My feeling has been that Retentions have been far too generous in the past, leading to unprofitable business. It would be better all round, for both the business and the customer, if there was some more structure in pricing.

Time for companies in this country to reward LOYALTY, not disloyalty.

We need a pricing structure with two levels of discount. One level to reflect the number of services, say £5 for two services and £10 for three services. A second level to reward continued loyalty as a customer, say £2 for two years, £5 for five years and £10 for ten years.

A published price list with a published discount structure would be fair for all.

You're quite right, loyalty is not rewarded, but taken for granted.

---------- Post added at 15:12 ---------- Previous post was at 15:12 ----------

Originally Posted by Qtx

I would have thought that higher up the chain dictates to the retentions department what they can do at any time, based on what the number crunchers say is needed. Based on many calculations and what is needed at any particular time. At some points in time they will be happy to let customers go as it suits them, other times they need to make customer churn look less, is another possible scenario.

Very, very true.

[Mick Fisher]

Apparently Sky retentions have adopted a similar strategy.

Whether that is a chicken - egg scenario or an egg - chicken scenario I have no idea.

But whatever I applaud it.

I, too, feel it is long overdue for customer loyalty to be rewarded.