Incompetent or devious, what do you think?

When I last renewed my contract, just over a year ago, I got caught up in the TNT sports controversy. This consisted of lots of people being offered a renewal of "exactly the same package as you are currently on", or words to that effect, only to find that TNT sports went missing. A year later, we seem to have exactly the same situation arising, except this time it involves a downgrading of Netflix.

I initially assumed that both these issues were just further examples of the poor and incompetent VM customer service that, unfortunately, so many of us have been used to over the years. However, I'm beginning to think now that this may not be the case. I now think that both these issues fall into the devious category, rather than the incompetent one. I think that VM are basically playing a numbers game. I think they assume that only a very small percentage of people will notice, or be bothered to contest the loss of part of their package. Those that do, have it re-instated after arguing their point, but the vast majority don't do that, and then VM are quids in!

I'd be interested to know what others think, are you in the incompetent or devious camp?

P.S. Just one last point I'd like to make, although generally unimpressed by VM's customer service, (as you might have gathered!) I've always found the mods on here to be very helpful and competent with any issues I've had to raise with them. However, I don't know what percentage of VM's customers use, or are even aware of this site, but I'm guessing it's very small.