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Retention Dept gone?
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Old 05-05-2019, 14:45   #16
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Re: Retention Dept gone?

Quote:
Originally Posted by ultimate View Post
I will try to ring "retentions" again early tomorrow morning to see if I get UK or India. The Indians did say there is no discount available despite one before said said there will be. One of them was fibbing.
Tell them you want to cancel. Leave the call in your 30 day notice period if required.
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Old 05-05-2019, 15:01   #17
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Re: Retention Dept gone?

Quote:
Originally Posted by jfman View Post
Tell them you want to cancel. Leave the call in your 30 day notice period if required.
The Indian call centre don’t even bother, call first thing in morning
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Old 05-05-2019, 15:01   #18
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Re: Retention Dept gone?

They'll call you back within a few days if you give your notice.
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Old 05-05-2019, 18:32   #19
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Re: Retention Dept gone?

Surely, ben or spiderplant could confirm if retentions still exist?
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Old 05-05-2019, 19:42   #20
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Re: Retention Dept gone?

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Originally Posted by Mad Max View Post
Surely, ben or spiderplant could confirm if retentions still exist?
They never did exist.
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Old 05-05-2019, 19:51   #21
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Re: Retention Dept gone?

I must have imagined those special offer call backs then. Unless the pedantry is that internally they have a different name.

At a minimum they do employ people who partially their job is to call back customers who have given their notice with better offers than those deals offered in the initial call. Obviously, it would be unwise for Virgin Media employees to encourage/promote this on Internet forums.
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Old 05-05-2019, 20:27   #22
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Re: Retention Dept gone?

Quote:
Originally Posted by spiderplant View Post
They never did exist.
Are you kidding? I've been put through to retentions in the past, or are they called something different?
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Old 05-05-2019, 22:11   #23
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Re: Retention Dept gone?

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Originally Posted by Mad Max View Post
Are you kidding? I've been put through to retentions in the past, or are they called something different?

The "thinking of leaving" advisors is who i've always spoken to....so retentions in all but name
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Old 06-05-2019, 09:27   #24
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Re: Retention Dept gone?

Phoned "thinking of leaving" at 9:10am today, its still India. Will write to CEO instead

Last edited by ultimate; 06-05-2019 at 09:37.
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Old 06-05-2019, 10:20   #25
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Re: Retention Dept gone?

Quote:
Originally Posted by Mad Max View Post
Are you kidding? I've been put through to retentions in the past, or are they called something different?
They are Customer Relations.

Quote:
Originally Posted by ultimate View Post
Phoned "thinking of leaving" at 9:10am today, its still India. Will write to CEO instead
Try again tomorrow when it isn't a Bank Holiday.
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Old 06-05-2019, 10:56   #26
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Re: Retention Dept gone?

Utter pedantry.
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Old 06-05-2019, 12:29   #27
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Re: Retention Dept gone?

Quote:
Originally Posted by jfman View Post
Utter pedantry.
Not really. If you ring an offshore call centre and ask to be put through to "Retentions", don't be surprised if they don't know what you mean.
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Old 06-05-2019, 13:04   #28
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Re: Retention Dept gone?

Quote:
Originally Posted by spiderplant View Post
Not really. If you ring an offshore call centre and ask to be put through to "Retentions", don't be surprised if they don't know what you mean.
Perhaps their own lack of understanding of the English language, perhaps because they’re told people that aren’t intent on cancelling shouldn’t be put through.

Either way thanks for your confirmation that the team that offers discounts to people “thinking of leaving” for the purposes of retaining customers does exist. Known on this forum, by thousands of references, as retentions. What they are internally known as is irrelevant to the customers who just want a better price. I’m sure that’s what Mad Max really wanted to know.


Last edited by jfman; 06-05-2019 at 13:20.
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Old 06-05-2019, 13:40   #29
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Re: Retention Dept gone?

Quote:
Originally Posted by ultimate View Post
Phoned "thinking of leaving" at 9:10am today, its still India. Will write to CEO instead
Do it on a normal working day.
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Old 06-05-2019, 16:17   #30
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Re: Retention Dept gone?

Quote:
Originally Posted by jfman View Post
Perhaps their own lack of understanding of the English language, perhaps because they’re told people that aren’t intent on cancelling shouldn’t be put through.

Either way thanks for your confirmation that the team that offers discounts to people “thinking of leaving” for the purposes of retaining customers does exist. Known on this forum, by thousands of references, as retentions. What they are internally known as is irrelevant to the customers who just want a better price. I’m sure that’s what Mad Max really wanted to know.

Bang on jfman.
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