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Roger_Gooner
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Message 11 of 29
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Re: .Re: Virgin don't offer best prices to current customers

Or how about VM doing something radical such as making a bigger effort to hang onto customers. Hint: it's easier to keep a customer than get a new one.

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chenks
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Message 12 of 29
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Re: .Re: Virgin don't offer best prices to current customers

by bigger effort i assume you mean drop prices?
how does that improve profitabilty?

if a product costs £x to physically supply, add on a bit of profit = cost to customer.
if customer no longer wants to pay that cost then why would letting them pay less be a good business decision?

the new customer deal is to get a new customer on board, at an introductory price as a "loss leader" to get them in the door, when they are no longer a "new customer" they pay the actual "cost to customer" price.

if every customer ends up pay less that the actual cost to run then the business is no longer viable and ceases to trade.

oh - and it's very easy to get a new customer.

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jamesofmerton
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Message 13 of 29
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Re: .Re: Virgin don't offer best prices to current customers

just look at skys poor offering of 'loyalty'. the anything of remote interest one they offer, you have to be with them for 15 years. much of the rest are offers of tickets in a draw along with thousands of others. their 'loyalty' offer offers no reduced bill ongoing.

as i've said many times. companies are there to make money first then offer a service. customers only stay 'loyal' because it suits them, be it because they can't be bothered to change or are happy with what they pay. they have no interest in staff who may lose their jobs if they cease to become a customer.
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Roger_Gooner
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Message 14 of 29
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Re: .Re: Virgin don't offer best prices to current customers

VM doesn't necessarily need to drop prices. How about improving the abysmal customer service? Also, broadband service failures seem to take a lot longer to fix than those of DSL competitors, some customers have had to wait weeks for a resolution.

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chenks
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Message 15 of 29
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Re: .Re: Virgin don't offer best prices to current customers


@Roger_Gooner wrote:

VM doesn't necessarily need to drop prices. How about improving the abysmal customer service? Also, broadband service failures seem to take a lot longer to fix than those of DSL competitors, some customers have had to wait weeks for a resolution.


improving customer service, i assume you mean bring it back to the UK?
that costs money, how do they pay for it? by increasing prices.
customers want everything for nothing, they want the best customer service, but don't want to pay for it.

don't know who long it's been since you were a DSL customer, but depending on how your supplier is, DSL fixes can take just as long.
Plusnet are notoriously bad as dealing with issues. yes all the work is acutally carried out by openreach, but their handling of the process is abysmal.

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Roger_Gooner
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Message 16 of 29
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Re: .Re: Virgin don't offer best prices to current customers

I can't lay my hands on the report but I read that VM's broadband failures can take a lot longer to fix than those of the competition. I suspect a combination of the complexity of the access network and how the backhaul is managed.

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Rippedofftoolon
On our wavelength
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Message 17 of 29
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Re: .Re: Virgin don't offer best prices to current customers

As you can see for some people Virgin can do no wrong.  

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chenks
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Message 18 of 29
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Re: .Re: Virgin don't offer best prices to current customers


@Rippedofftoolon wrote:

As you can see for some people Virgin can do no wrong.  


nonsense as usual from you.

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Mojo_0086
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Message 19 of 29
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Re: Virgin don't offer best prices to current customers

I was unlucky enough to be offered any deal to stay. I got told there's nothing we can offer you. Sky they always do there best to keep you and they do offer existing customers better but virgin just won't play. 

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Roger_Gooner
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Message 20 of 29
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Re: Virgin don't offer best prices to current customers

Were you speaking to Retentions? If not, call them.

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