complaints that are never resolved!
My contract has just come to an end and the new "deals" offered are just comical, as are the responses by "Customer Service"...its getting beyond a joke!
I am on M350 and was paying just under £50 a month with a discount applied. I have been a customer for well over 12 years now. My contract is just about to end and has jumped back up to £60. My renewal offer is £48.92 on the website, however, they offer new customers M500 for only £33 a month! I contacted customer services after several hours of waiting on the apparently quicker way to contact them...whatsapp. Only to be offered an even higher price as a deal!! Then I was palmed off onto a "Manager" who came up with the same offer as my renewal on M350 as an apparent deal when the other person did the same price for m500....useless.
I do not understand the logic of treating loyalty with higher prices! There are two options really, Continue to make £33 a month, keep a customer happy and likely to recommend Virgin to friends and family...OR, make £0, lose a customer who would be very unhappy and unlikely to return and for sure will never recommend Virgin to anyone. Its a very strange business tactic. I don't get it!
Now getting quotes from Toob and Sky so I can wash my hands for good of this nonsense. The ONLY good thing about Virgin is the help you get on these forums, the rest is complete trash!
quango2k wrote:My contract has just come to an end and the new "deals" offered are just comical, as are the responses by "Customer Service"...its getting beyond a joke!
I am on M350 and was paying just under £50 a month with a discount applied. I have been a customer for well over 12 years now. My contract is just about to end and has jumped back up to £60. My renewal offer is £48.92 on the website, however, they offer new customers M500 for only £33 a month! I contacted customer services after several hours of waiting on the apparently quicker way to contact them...whatsapp. Only to be offered an even higher price as a deal!! Then I was palmed off onto a "Manager" who came up with the same offer as my renewal on M350 as an apparent deal when the other person did the same price for m500....useless.
I do not understand the logic of treating loyalty with higher prices! There are two options really, Continue to make £33 a month, keep a customer happy and likely to recommend Virgin to friends and family...OR, make £0, lose a customer who would be very unhappy and unlikely to return and for sure will never recommend Virgin to anyone. Its a very strange business tactic. I don't get it!
Now getting quotes from Toob and Sky so I can wash my hands for good of this nonsense. The ONLY good thing about Virgin is the help you get on these forums, the rest is complete trash!
Dude, do a search of the forums. You'll find MANY long term customers including myself who walked into the distance with another provider this year. It seems to be a policy not to keep existing customers by getting tough on renewal prices. Unfortunately, VM management have forgotten that competition is at record high in a lot of areas now, and even if it isn't in an area, get a 4G/5G dongle for a bit, and come back 90 days after leaving as a new customer with new customer pricing maybe even gifts with the package. You might even get newer kit than you had before. Even if you manage to scrape a deal, plenty then got the run around when the contact was incorrect or billing was.
I do feel some empathy for the VM forum staff who try and sort these issues out on here as best they can, because they must feel each day is deja vu and have the same frustration internally with bad system integration, inter departmental communication and procedures!