ccranstone wrote:
I have just wasted a morning of my life trying to understand the pricing structure and how VM manage to actually increase the pricing as you remove unwanted services. From the online session this morning it is clear that VM have no interest at all in customer retention, their only interest seems to be in luring new customers into the web (excuse the pun) I managed to get a package that was originally £66 p/month down to £60 by removing two thirds of the package. (down to broadband only from broadband, basic TV and landline)
Despite my misgivings, I am now actively looking at BT Openreach based options and slower broadband due to the attitude of VM.
You have to be dead certain of leaving to get the package at a sensible price, even if you thought just reducing services would be enough. As pointed out, the first line of defence is the "bundled value" that gives the discount. and it's that you have to cut through. Any deviation from 100% serious will result in weak offers. No words like "thinking of leaving" and such like. Its in for the kill straight away saying you don't get current value from your package and genuine reasons (like I had originally over not using Tivo v6 compared to if I had a Stream box working off WiFi that could be moved around house as no coax dependency).
Having said that, if its offshore retentions you may have to actually leave as I got them this time and were a waste of space resulting in friends and family who will also now terminate VM at end of their contracts which isn't far off. If you get the UK retentions and they do a better job of negotiation in my experience and actually retain customers.
VM is very much like a roulette wheel, every 18 months.
