TiVo : Lose retention deal with Tivo ?

[denphone]

Originally Posted by JethroUK

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 £3 more than i'm paying so i said 'yes'



I'd get back on the phone

l did but they did not seem to understand what l was saying.

Originally Posted by denphone

l did but they did not seem to understand what l was saying.

Did you change your services to get Tivo? You might had a discount related to a particular package (e.g. triple XL discount) and if you change it you will lose the discount

[fredtheted]

Hi

When I ordered my TIVO I first spoke to 'retentions' to enquire if I would lose my loyalty bonus. They advised that I would not if I ordered the new box through them, but if I was to order through sales the chances were that it would be treated as a new order and would probably lose the bonus.
They advised that anyone wanting the TIVO was to book it through them.

[bamav]

I spoke to retentions and also lost my loyalty discount when I ordered TiVo. Again, it shows the major flaws of VM's sales and customer service systems. Very frustrating.

I think I will be getting back on the phone on the basis that other people are getting to keep their loyalty discounts. Although I did change my Broadband from 10Mb to 30Mb at the same time. "Penalised" for upgrading...?

[Dinalt]

Spoke to a very friendly person in retentions called Kimberly and it's all sorted- getting an install on friday.


DinAlt

[telegramsam]

I say it again `CLEAR OFFERS AND PRICES MADE TO EVERYONE`!` Unless virgin start making offers crystal clear and the same for everyone then they`re going to keep on getting angry customers. I think alot of re-training of the staff would help to. I`ve been weighing up whether to go for the tivo box and have my existing v+ box moved to the bedroom(the cable is already in there as I used to have my old samsung v box in there) but if I`m going to lose my £18.50 tripple package loyalty discount then theres no chance I`l do it as the cost would be far to high.

[denphone]

Originally Posted by JethroUK

Did you change your services to get Tivo? You might had a discount related to a particular package (e.g. triple XL discount) and if you change it you will lose the discount

No the only change was getting a tivo and yet my bill went up 8.00 instead of 3.00.

[DaBoz]

Originally Posted by telegramsam

I say it again `CLEAR OFFERS AND PRICES MADE TO EVERYONE`!` Unless virgin start making offers crystal clear and the same for everyone then they`re going to keep on getting angry customers. I think alot of re-training of the staff would help to. I`ve been weighing up whether to go for the tivo box and have my existing v+ box moved to the bedroom(the cable is already in there as I used to have my old samsung v box in there) but if I`m going to lose my £18.50 tripple package loyalty discount then theres no chance I`l do it as the cost would be far to high.

I didn't lose my discounts when I upgraded from V+HD to TiVo. I am XL TV, XL phone and 10mb BB. No other boxes.

Losing the discounts would be an epic fail. Surely VM wouldn't do that.

[Dinalt]

Have to say the retentions peopel are the only ones who seem to know what they're doing - judging from the response I got they've had a lot of people complaining about losing loyalty bonuses recently..
As i said to her - it's ridiculous i have to use the thinking of leaving avenue when I have no intention of leaving in fact i want to give them MORE money ...


DinAlt

[cambridgemark]

Originally Posted by Dinalt

Have to say the retentions peopel are the only ones who seem to know what they're doing - judging from the response I got they've had a lot of people complaining about losing loyalty bonuses recently..
As i said to her - it's ridiculous i have to use the thinking of leaving avenue when I have no intention of leaving in fact i want to give them MORE money ...


DinAlt

I also go through to the retentions options for that very reason, you always seem to get someone who is polite, speaks good English, and is happy to help.
Happened to me recently. Phoned up enquiring about Tivo and just went to normal CS and they hadn't a clue, didn't understand me very well and redirected me to a 'technical team' who were hard to understand and I just gave up in the end as they sounded like just reading from a script and weren't prepared to discuss my overall package.
Phoned up Retentions today and had very friendly lady who went through my package, all my options, and now have Tivo being installed this week with no installation fee and keeping all my current discounts no problem. Even offered me discount on upgrading my phoneline as well.

[ntl.wotcha]

No I didn't have any change to my deal at that point, but I did when I moved from BB XL20 to BB XL30. Allegedly it wasn't possible to keep the same discount but they made a change to the bundle discount to compensate.

[Dinalt]

Well Virgin screwed up yet again..

After waiting in all afternon for the engineer I get a ring at 5.15 asking if he can come today at 9.00 am as he's running late. Like a fool I say yeah. At 11.15 i ring Virgin to ask where he is and I'm told that my install is booked for the 14 th not today - shame as they won't be able to get in as noone will be here. EVERY time I have any dealings with Virgin this crap happens - they have no respect for their customers and appalling relationship management.
If it wasn't for their broadband I'd tell them where to stick all their services.

So far this year I've had to Be at home on 5 separate daya to deal with problems their engineers have caused and only one of those was for work for me!

Now waiting for the installation manager to ring me with an explanation will update when and if i get a call.

DinAlt