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Author Topic: coustomer retention  (Read 1356 times)

portside II

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coustomer retention
« on: May 09, 2010, 05:47:06 PM »

Don't you just love a good deal , I have been with sky for over 10 years and have had several upgrades .
So just over 2 years ago my digital box went bang (more like a fizzz) so i rang them up for some options , they replied with several prices , for service calls etc  , but i stood my ground and asked for accounts to cancel my subscription.
It was then coustomer retention came on the line and offered me as a valued coustomera free replacement  :}.
Well it has happend again , and i have been through the same actions and once again good old coustomer retention shows its head .
So this thurs the sky man will be round to either fix the problem or replace the bit's  :-)) .
Good old sky .
daz
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The long Build

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Re: coustomer retention
« Reply #1 on: May 09, 2010, 07:54:43 PM »

Thats pretty good. What I like about these satellite / Cable companies ( NOT)  is that if a box does go wrong they do expect you to Pay for a replacement box to carry on watching a service you are paying a subscription for  <*<

Ntl tried to charge me for a wireless box which new subscibers were getting for free , Their customers services were having none of it , so I went online fired off an email to the complaints department , next morning bang on 9am got a phone call telling me that there CS dept had made an error and one would be in the post that night..  Received it the next day..
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chingdevil

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Re: coustomer retention
« Reply #2 on: May 09, 2010, 08:30:46 PM »

Virgin Media do not charge you to fix or replace the set top box, Sky do because you buy the box from them, so effectively they are repairing your equipment, but try and get it repaired anywhere else.

Brian
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The long Build

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Re: coustomer retention
« Reply #3 on: May 09, 2010, 09:57:35 PM »

Umm, you have to buy the Virgin + box  Ranges from 45 to 150..  so how do we stand there ?  I had to pay &5 , they wanted 150..  That was another email to the complaints department.
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FullLeatherJacket

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Re: coustomer retention
« Reply #4 on: May 10, 2010, 08:29:57 AM »

I find it very curious that a company has to set up a "Customer Retention" section/team. The direct inference is that this team is there to paper over the cracks (or chasms in Daz's case) which have been created by another part of the organisation. I thought this only happened in the public sector............. %)
FLJ
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Circlip

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Re: coustomer retention
« Reply #5 on: May 10, 2010, 09:12:19 AM »

'Spose the retention scheme (anally or otherwise) is because when things go spheroids up, a service call isn't instant. In my experience with Virgin, about three days, problem with that is you're being charged for a service that isn't being supplied and screaming down the phone "Come and take the b****y thing out" is usually met with "You need to give US thirty days notice".

  Recently got a months free Tele cos of box "Faults" but had to point out being charged for a blank screen.

  Regards  Ian.
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Klunk

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Re: coustomer retention
« Reply #6 on: May 11, 2010, 05:53:44 PM »

Virgin make me laugh! I had a fault the other week with pixalisation on V+ (I have 2 standard boxes as well). Phone them up, go thru the rigmarole of turn off and reboot box etc. She then said she was interrogating the box and could see faults with it. I then pointed out that that was impossible as I had turned the box off before she could do that!!! (turns out she was looking at my other box in the bedroom where there was no fault!) Engineer turns up 4 days later, says we have a dodgy lead that is not supplied by Virgin!! I pointed out that the lead was supplied by virgin when they installed the box 2 years earlier and showed him the engineers sheet that was left with me. It stated that he had supplied a temporary lead as he had no proper leads on the van! They had never returned to fit the proper lead. The fault was too much signal and he took the resistor off that had been fitted at the same time!!!!! He then tested all the other boxes in the house and found them all of and was perplexed why the engineer who came round last November had not tested all the boxes when he installed a box in my daughters room! Left hand and right hand syndrome Me thinks!
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portside II

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Re: coustomer retention
« Reply #7 on: May 11, 2010, 06:27:35 PM »

Phew  glad i am not with Virgin , you guys have biger problems .
daz
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TugCowboy

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Re: coustomer retention
« Reply #8 on: May 12, 2010, 11:55:54 AM »

What I find hilarious is mobile phone companies.

I'm on month 12 (Plus 12 days) of my 18 month contract. I got a "free" phone, tied to their network, and pay 40 a month.
So when my phone stopped working 2 days ago I rang to arrange repair. Seems I have to pay to send the phone back to Nokia, pay 30 for them to look at it, then the labour and parts, then pay to send it back to me.
Looking at around at least 160 according to the engineer.

I argued the toss with them for a good 20 minutes, If I've got an 18 month contract I expect the equipment they provide to last the duration! Sadly they don't agree.

Alex
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