VIP/VIP+ New and Improved VIP Package

[Buzzman]

Originally Posted by BenMcr

The certainly shouldn't be. The offer system has the new price so that's what they should be using to advise

The actual main billing system may show the old price, if the area that the customer in hasn't started full April bill period i.e. it's still generating bills where the pre-April price applies

I've just received my latest bill, so will probably be 2 months before I get a bill only reflecting the new contract, so will be interesting to see. The guy on the phone insisted it wasn't an introductory offer and was for the full 12 months.

[AIDEN_23]

Any update on this yet or did they mean end of quarter 1 2012????

[jamie29]

Originally Posted by AIDEN_23

Any update on this yet or did they mean end of quarter 1 2012????

I've got a funny feeling the Q1 results won't come out untill latter half of April, so we could be waiting a little bit longer....grrrrrrr!!!!!

[trickytree]

Sent my email to Neil Burkett as Q1 has now finished and not a sniff of a VIP announcement. Also added unhappy about the great deal for Tivo VIP's have.......not.

I have a S1 Tivo but didn't register my details with the external non Virgin website as I thought as I am VIP that would be better than going on that list surely?
They get first offer which again I don't have an issue with for the price of £149 + £3 monthly. No install charge.
Then some VIP50's won a free Tivo by getting a remote through the post. Well done them. Fine by me. Lucky them.

Then XL people get a raffle with the chance to win one of 1000. This is where they started to wind me up. I have had no chance of entering a raffle to win one but I spend twice as much money as the people I know entered the raffle.

Then the grep Prereg offer is £149 (which is what Tivo S1 owners paid) plus the £40 install. I would have thought VIP's would have at least got the £3 a month included in their bundle.

Even as a VIP I would have paid the £149 but not with the £40 and I have told Neil as much and asked what is happening with the VIP package.
Will let you know what reply I get if any.

Before anyone comes on and says but VIP were put into a raffle etc then if this was the case why didn't they just tell us like the XL tv people? I have yet to see any evidence that VIP people were in any sort of raffle.

[jpa]

I sent a email to neil berkett as well yesterday about the TIVO install price. I am also a VIP50 customer and have been for many months so this announcement is certainly a kick in the teeth. It will be interesting to see if the reply is the standard email to say that you have to pay the install or nothing, it will be nothing in my case.

[Cozzy]

I havent yet emailed the CEO's office but i plan to sometime this weekend ...

The lack of any announcement on new VIP is poor (an understatement) at the very least and shows VM consider other things more important than its current customers.

The TiVo offer is nothing less than an insult IMHO and is substantially less than a 'Special Offer' for existing customers let along those of us on VIP deals.

VM clearly lost the plot and have gone for the money instead of the enhanced reputation a proper offer would have brought them.

The lack of any new deal for VIP has me considering returning to the Sly side and the new 12 month contract they made us sign last year is IMO now void as they have failed to deliver a new deal for VIPers as promised.

All in my opinion so you can agree or disagree its your choice but I may well vote with my feet and my money to elsewhere.

for VM in 2011

[The Yank]

Originally Posted by Cozzy

I havent yet emailed the CEO's office but i plan to sometime this weekend ...

The lack of any announcement on new VIP is poor (an understatement) at the very least and shows VM consider other things more important than its current customers.

The TiVo offer is nothing less than an insult IMHO and is substantially less than a 'Special Offer' for existing customers let along those of us on VIP deals.

VM clearly lost the plot and have gone for the money instead of the enhanced reputation a proper offer would have brought them.

The lack of any new deal for VIP has me considering returning to the Sly side and the new 12 month contract they made us sign last year is IMO now void as they have failed to deliver a new deal for VIPers as promised.

All in my opinion so you can agree or disagree its your choice but I may well vote with my feet and my money to elsewhere.

for VM in 2011

I think the main thing stopping me is the 2 tuners that Sky Plus has. We really use 3 tuners in my household.

I am patiently waiting to see what new VIP bundles are available before I decide on anything.

[dazed&confused]

E-mailed Neil (Dean) Beckett yesterday
Re: New VIP package, Tivo Installation & date PLUS I want to meet Dean !!

[gazellis]

VIP 20/30. The package says second box v hd. My second box is only a v sd one. Should I be able to get it changed to the hd version? If so will there be any costs involved? Please advise. Would really love the second box to be hd.

[jb66]

It was probably an sd box when you signed up, if you move to vip50 you'll get one with a superhub

[trickytree]

Originally Posted by jb66

It was probably an sd box when you signed up, if you move to vip50 you'll get one with a superhub

Depends who you get on the other end of the phone it seems. I went round and round in circles when I upgraded to VIP50 trying to get the second box replaced as a VHD box. They just kept saying you already have a second box etc just totally missing the point.
I just said I knew they were wrong but I was getting nowhere so I will wait until Tivo.
Based on the announcement that maybe a little longer than I was first thinking or could be close to binning them off completely.

Also my email to Neil I first put Dear Neil (or should I say Dean) but thought to keep it professional I bottled it and took that in brackets out.

[trickytree]

So here is my what seems to be a copy and paste reply I received at 6:45am today

Thank you for reaching out to us, we always appreciate receiving feedback from our customers. Thank you also for your specific interest in our new Tivo product, and for taking the time to pre-register online.

Please also allow me to clarify a few points for you in response to your email:

1 The Tivo promotion that you are referring to was a limited prize draw for 1000 customers. The winners were randomly selected, subject to the qualification criteria. Winners needed to be tenured customers (ie 4 months or over), and had to be VIPs or TV XL triples.

2 Please let me assure you that we have given a lot of thought to how we price Tivo to our customer base, and we are delighted to be able to offer our 1Tb Tivo box to our customers for £50 less than new customers will be paying. Tivo is a premium product with some ground breaking functionality and worth every penny! However, I fully appreciate that this offer may not be for you. We will be coming out with a lower priced box late Spring, and you may decide to wait until then to place your order.

3 As you have registered your interest in Tivo online, we will shortly be emailing you to let you know that our pre-sale window for the 1Tb box is open, during which you can order Tivo in advance of it going on sale to new customers. At that time, we will also be communicating some special offers available only to our existing customers, including our VIP customers.

Whichever offer you take advantage of, you won't be disappointed.

Thanks again for your email and best regards,

Cindy

So even though my email ended with this final paragraph :-
So as it stands I will not be taking Virgin up on this 'little thank you' exclusive price but would like to know what is happening with the new and improved VIP package as Q1 has now passed and still nothing has changed apart from the package looking less and less attractive.

Absoloutely no comment on the VIP bundles changing which is a bit worrying to say the least.

My comments about point 1. In her reply are which promotion is she particuarly speaking of? I mentioned the raffle promotion, the remote promotion, the original Tivo owners promotion......
If she is saying the raffle with the issued raffle tickets included VIP's also then why were we not told? Also does not agree with what other staff members have said.

2 - Not budging on the price even though I said VIP's were being treated just the same as people who could be paying loads less a month. Also in my email I explained I was a S1 Tivo owner (and still am) but never completed my details in a website that was external to VM as I mistakingly thought VIPs would be treated better then some original Tivo Owners. No comment about that though.

3 - This is where it seems she has not even read my email as she says they will me emailing me (and Dean) shortly about the pre sale event!!! What you mean the one I mention for half of the email about how sending a wrongly named email about a premium product is just poor and is the reason I contacted them in the first place as the pricing for VIP's is excessive????
Why tell me I am going to be emailed about something I have said I have been emailed about already.

Will be interested to hear if anyone else emailing recently has got the same reply.
Doesn't change my stance on this one bit and if anything is making me more tempted to go to the darkside.

[blackthorn]

Think you are right about the copy and paste I received the same email at about the same time. I wont be taking them up on their offer unless they come up with somthing more substantial to us vip50 customers.
I`ve had a good think about all this Tivo this weekend and as I`ve got only a certain amount of money free to spend I decided to spend it on a playon network streamer instead.

[dazed&confused]

Reply in response to my e-mail
No mention of new VIP package, but the comment regarding special offers could be interesting ?


Thank you for reaching out to us, we always appreciate receiving feedback from our customers. Thank you also for your specific interest in our new Tivo product, and for taking the time to pre-register online.

Firstly, please allow me to sincerely apologise for the use of the wrong name on the email. This was an unfortunate case of human error, and I am genuinely sorry if it caused offense. We have now corrected the emails, but clearly this did not happen quickly enough!

Please let me assure you that we have given a lot of thought to how we price Tivo to our customer base, and we are delighted to be able to offer our 1Tb Tivo box to our customers for £50 less than new customers will be paying. Tivo is a premium product with some ground breaking functionality and worth every penny! However, I fully appreciate that this offer may not be for you. We will be coming out with a lower priced box late Spring, and you may decide to wait until then to place your order.

As you have pre-registered your interest in Tivo online, we will shortly be emailing you to let you know that our pre-sale window for the 1Tb box is open, during which you can order Tivo in advance of it going on sale to new customers. At that time, we will also be communicating some special offers available only to our existing customers, including our VIP customers.

Whichever offer you take advantage of, you won't be disappointed.

Thanks again for your email and best regards,

Cindy

[Digital Fanatic]

Originally Posted by blackthorn

Think you are right about the copy and paste I received the same email at about the same time. I wont be taking them up on their offer unless they come up with somthing more substantial to us vip50 customers.
I`ve had a good think about all this Tivo this weekend and as I`ve got only a certain amount of money free to spend I decided to spend it on a playon network streamer instead.

do you really expect a director to answer every single customer e-mail? They are busy doing their job and she will have written an email for similar queries such as yours.