I'm a new customer every month that the direct debit hits. I'm purchasing a renewal service on a rolling contract, long after my original signature expired.
To be treated like I'm 'sold' for life is bad business. I could leave at any time. If I tried, I guarantee I'd get a call from retention offering me money off to stay. Which then costs employee time and wastes my own.
Why not just cut out the faff and offer me something for a contract renewal now?
1. The onus is not on me to argue for other people's billing. My concern is my own relationship to Virgin, and the price I'm paying. By solving my price, Virgin are also improving the situation for others in the same boat.
2. The lower pricing was a condition of accepting a contract. I'm fine with that. I would volunteer another 12-18 months of committed service for the same. Being locked out of an offer merely because I've responded to it in the past is something I have a problem with.
3. My expectation was that Virgin would provide the requisite equipment to enjoy a full level of service. I had no idea subsequent updates would leave the Tivo box in such a shoddy state, or that the service would be intolerably slow. Now that they have a new box - and part of my service fee includes RENTAL of the box - it's perfectly reasonably to expect Virgin would upgrade me to the same tier that others are enjoying without cost.
Who remembers the "brand new customers only" Nat West ad, that certainly springs to mind with VM.
you can't really compare Sky with Virgin as you buy the equipment from Sky so if they introduce a new box you would need to buy it to replace your existing box. With VM we rent the equipment so why we have to pay for that privelige I'm not sure. Considering the TiVo isn't fit for purpose it really is hard to defend a £50 charge to rent a box from them that works as it should do, something the TiVo most certainly doesn't.
Come on VM do the right thing by the existing costomers with TiVo boxes that frankly dont work as they should.
Say a V6 cost Virgin Media as little as £50, what would the total cost to replace all TiVos with V6s and how much would everyones' monthly charge have to go up to replace this revenue/profit to Liberty Global?
cjp, I agree completely. If we got to keep the box and it had any resale value, I would fully expect to pay an upgrade charge (or at least sign another contract). That's how it works with mobile phones. You sign a contract which covers a minimum commitment, and at the end of the period, you have a phone that you can sell/keep, along with a new upgraded phone for signing a renewed contract.
With Virgin, it's like keeping being forced to keep an old Nokia from the 90s, yet pay the same fee that affords other users 4G.