topic Re: Customer Loyalty in Plusnet Feedback

Customer Loyalty

albinocory — Mon, 05 Jan 2015 14:36:30 GMT

Just been on the phone to COT requesting MAC code as the best offer they could do is £10p/m for 24mths. Not happy with this offer when can go to other providers for either £5p/m for 12mths then £10for remaining 6mths or £10for 12mth contract with free vouchers . Wasn't asking much but don't want to stop for 2yrs when just done 19mths and not all good. Will be organising new provider contract very soon and saving money. Customer loyalty obviously doesn't mean much to existing customers when new customers get the best deals. Even noticed Sky have a better loyalty scheme for their customers.

Re: Customer Loyalty

Joshc — Mon, 05 Jan 2015 14:59:18 GMT

Good afternoon!
I can see how your experience must be frustrating!!!
We definitely appreciate all of our customers for their loyalty.
If you would like, I could get an experienced customer option adviser to give you a call?
I am sure we can do a lot better than that for you
Thanks

Re: Customer Loyalty

albinocory — Mon, 05 Jan 2015 15:56:55 GMT

you can get someone to ring me and see what they could do

Re: Customer Loyalty

Joshc — Mon, 05 Jan 2015 16:14:06 GMT

Hey,
An experienced adviser will be ringing you within ten minutes.
I hope he can do a better job at rewarding your loyalty!
Thanks

Re: Customer Loyalty

albinocory — Mon, 05 Jan 2015 21:05:22 GMT

thanks josh you couldn't do a deal so now leaving plusnet and going to bt as it cheaper and a 12 month contart see u later guys and thanks

Re: Customer Loyalty

gswindale — Mon, 05 Jan 2015 22:21:17 GMT

Interesting that you're going to BT.
For me; BT was more expensive - PN Fibre £17.49/month (less any referral credits) BT Infinity 1 Unlimited £18/month
Looking at basic broadband - PN Unlimited £12.49/month (less any referral credits), BT Broadband Unlimited £13/month
My previous product - PN Unlimied £9.99/month (less any referral credits), BT Broadband Unlimited £13/month.
I note also that BT line rental is £16.99/month v £15.95/month with PN.
I have my phone with BT however as taking into account the line rental saver and additional charges by PN for Caller ID; BT works out slightly cheaper for us.
I'd suggest not using BT Email though - my parents have had fun & games configuring email clients to use it and our IT dept refuses point blank to assist anyone with a BT email account!

Re: Customer Loyalty

Oldjim — Mon, 05 Jan 2015 22:23:59 GMT

I suspect that the OP is on a Market 1 exchange

Re: Customer Loyalty

ITWorks — Mon, 05 Jan 2015 22:54:21 GMT

I am on a Market 1 exchange , and re contracted (phone and broadband) the other day , and got a very very good deal in exchange for a 24 month contact.
Regards
Mike

Re: Customer Loyalty

rewardloyaltyno — Sat, 15 Aug 2015 14:02:06 GMT

Just seen the price hikes coming next month.
and been approached by talk talk.
when I joined plusnet this was a non advertising sheffield based customer focussed and loyalty rewarding company.
and now.........a big disappontment.
interestingly my bank has opened a loyalty account-the longer you are with them the more you benefit- really hope this gets rolled out into business as a whole, its about time.
come on plusnet find your roots and do something innovative again !!!!

Re: Customer Loyalty

Anotherone — Sat, 15 Aug 2015 14:38:29 GMT

Quote from: Oldjim
I suspect that the OP is on a Market 1 exchange

I thought BTr's price for FTTC was the same on Market 1, have I misunderstood something?

Re: Customer Loyalty

Estragon — Sat, 15 Aug 2015 15:36:01 GMT

January.

Re: Customer Loyalty

busybees — Sat, 15 Aug 2015 17:04:36 GMT

I have been a customer of Plusnet, formerly Force9, for in excess of 10 years and what does Plusnet offer me in the way of loyalty discounts ... 'diddly squat'. Thank you Plusnet !
I see you are offering FREE broadband and weekend phone calls for 12 months to new customers ... but your loyal customers - 'oh, what are they'. Still want me to recommend Plusnet to others - two of those that I have in the past have just left for another ISP
Shame on you !!!

Re: Customer Loyalty

AndyH — Sat, 15 Aug 2015 17:28:44 GMT

Have you asked for a discount?

Re: Customer Loyalty

gwyndy — Sat, 15 Aug 2015 18:23:44 GMT

I think you will find that most firms don't reward "loyalty", it's an accepted cost of "churn". The only company I have found that do is Kwik Fit Insurance, but that may be because I refuse to set up a Direct Debit.
If you think you deserve something for you loyalty - ask, worse thing that can happen, they say no. If they say no, and you think you can get a better deal/service elsewhere, then leave and come back when you are a "New Customer" in 12/18 months.
I've been with Plusnet some 3 years, on the whole they are okay, and when I have talked to them about deals, they have listened.

Re: Customer Loyalty

JohnGalloway — Fri, 09 Oct 2015 08:29:32 GMT

I'm with BusyBees. customer for ages (Force9, Metronet, Plusnet)
new folk get ~£120 'welcome' bonus. All I get is an increased LSR with no additional benefits.
and if someone suggest "why not ring and ask for a discount?" - why should I have to do that work?

John

Re: Customer Loyalty

w23 — Fri, 09 Oct 2015 08:47:38 GMT

Quote from: JohnGalloway
and if someone suggest "why not ring and ask for a discount?" - why should I have to do that work?

I understand what you're saying but, you're the one who stands to gain by 'doing the work', if you decided to shop around for a better deal elsewhere that also requires some effort on your part.
I honestly believe that if all customers switched to the cheapest available offer at the end of minimum contract period (with the kind of offers currently available from the major suppliers) then the suppliers would loose money and have to stop these silly offers. They rely very much on the fact that they can gain customers with these offers but a fair proportion will not be bothered to change providers again immediately after their special deal is finished, these customers are subsidising the ones who actively seek the cheapest deal all the time.
Most major utilities / services suppliers (not just ISPs) need a base of 'loyal' customers paying 'full price' in order to be able to make offers attractive enough to entice customers to move from other suppliers (often loss-making over the minimum contract period).
It's not fair but it's the way of business where marketing and customer numbers take precedence (and pay bonuses), customer 'Churn' is not a good thing from a common sense point of view but the marketeers rely on it for market share, 'Inertia' is needed to support this type of competitive selling.

Re: Customer Loyalty

Apprentice — Fri, 09 Oct 2015 13:41:27 GMT

It can reduce your monthly expenditure by doing the work

Re: Customer Loyalty

Anotherone — Fri, 09 Oct 2015 18:43:37 GMT

If you don't ask, you don't get.
Unfortunately, even when you ask these days, you can't get what you'd like with Plusnet
You may get a deal you find acceptable though.

Re: Customer Loyalty

Apprentice — Fri, 09 Oct 2015 19:27:32 GMT

Quote
Unfortunately, even when you ask these days, you can't get what you'd like with Plusnet

If you ask more than once and speak to a different person each time I recently found you could get what you wanted ......... but I suppose it does depend on what you're asking for.

Re: Customer Loyalty

Anotherone — Fri, 09 Oct 2015 19:31:27 GMT

Try asking for 40/10