topic Re: Value your loyal customers in Plusnet Feedback

Value your loyal customers

warpspider — Thu, 11 Feb 2016 19:08:33 GMT

I know this company (BT) really doesn't care anymore but I'm still going to throw this out there.
I have been with Plusnet for over 3 years now, half of that has been out of contract. I have not been forced to stay with Plusnet, I decided to.
I recently got a deal from my old ISP offering me 12 months free broadband on an 18 month contract, I decided to contact Plusnet and see if they could give me a slightly better deal since I am overpaying them currently (£19.99 on a 30 meg fibre connection is my currently bill). Their offer to me as a loyal, long standing customer was 14.50 (normal customers signing up pay 15) but only if I lock myself back into a 2 year contact with them again.
Is this really the state of this company? A long standing, loyal customer is worthless unless you lock me into a contract again? Pro-tip, a happy customer does not need to be locked in because the have no reason to leave. What possible reason is there for not lowering my bill by £5? If I wanted to be locked into another 18-24 month contract why on earth would I do it for such a terrible offer when other companies are throwing far better deals at me?
You basically turned me from someone who felt happy with your company, into someone that feels they are being taken advantage of and being overcharged.
All I wanted was a reduction on my bill, all I got was an awful offer that shows how little long-term customers are seen by this company.

Re: Value your loyal customers

Chris — Thu, 11 Feb 2016 19:41:41 GMT

I'm sorry that you're unhappy with having to agree a new contract to receive a discount, this is something we (and the most other companies) do in order to be able to provide the lowest prices. Generally we can offer a lower price on a longer contract, so if you're unhappy with a 24 month one, try asking our customer options team for an 18 month one.
Any special offer discounts we provide are generally tied to a contract, be that new or existing customers.
There's not a lot I can add that hasn't already been mentioned in your other thread about this query: http://community.plus.net/forum/index.php/topic,148397.0.html

Re: Value your loyal customers

custos — Fri, 12 Feb 2016 11:32:39 GMT

Sorry, but that seems a perfectly reasonable offer to me - I would take it The small print of a lot of so called 'free' offers mean they are often not as good as they look!

Re: Value your loyal customers

PJW — Fri, 12 Feb 2016 15:35:06 GMT

I'd like to add my recent experience for people to share. I've been a Plusnet customer since 2012, renewing my contract as it falls due. At each renewal I have been given deals that match options for new customers (with the exception of any cash back deals) and have been happy to re-sign for either 12 or 18 months at a time. My son has been in the same position. In January, his contract was up and he renewed at the same deal, as offered at the time, for new business. Mine was up this month (Feb) and I was able to get a 'match' deal for a competitor, which was slightly better than Plusnet new business deal for this area. All good so far. This week, a very good friend's contract had expired and I rang customer options to see what they would offer him (he's over 90 and asked me to help with this). A reduction of his broadband charge from £16.99 to £13.00 per month was the offer, with the quote 'it's the best deal I can give you, it makes no difference to me'. After ending the call, I checked the deal available to his neighbour via the plusnet website, guess what? A 12 month contract with broadband free for the whole period. I contacted customer options again and asked why he couldn't have this deal? I was told you only get the new business deal once, you cannot get it again! I pointed out that I had been offered these deals repeatedly as had my son, just 2 weeks before. Was this some sort of discrimination against my friend? At this point the COT representative requested details of my account and my son's so he could check. After finding that I was telling the truth, he agreed to offer the deal to my friend! Hence a new contract for 12 months was agreed and a saving of £203.88 over the standard price was achieved!
So thanks Plusnet for rewarding your loyal customers with deals which match or better your offers to new business but please could you do it without the deceit and pretence, make it a little easier for loyal customers to stay with you without getting ripped off, and please, ask your COT members to drop the phrase 'it makes no difference to me', I've heard it from 3 different people and in any case, it damn well should, and I suspect, does!

Re: Value your loyal customers

ejs — Fri, 12 Feb 2016 16:08:47 GMT

The trouble is, if all of Plusnet's customers were permanently on the new-customer type discounts, it would probably be unsustainable. Most of the profit is made on the line rental these days, but that's only going to stretch so far.

Re: Value your loyal customers

aesmith — Fri, 12 Feb 2016 18:12:35 GMT

Quote from: custos
Sorry, but that seems a perfectly reasonable offer to me - I would take it

I'd agree. The unreasonable offers are the free broadband to new customers, and while those go on of course they need to charge existing customers; they can't provide the service free to everyone. It would be interesting to know the average price paid across their broadband customer base.

Re: Value your loyal customers

billnotben — Fri, 12 Feb 2016 18:21:40 GMT

Personally I cannot understand why you never get an email informing you that your contract is ending soon.
With the same email also contain offers and prices to renew your contract.
Of course many will see this failure to inform as an underhand practice of sorts.
I just see it as a missed opportunity by Plusnet.

Re: Value your loyal customers

pfgpowell — Sat, 13 Feb 2016 11:01:12 GMT

I have been with Plusnet since we first got broadband, at least 12/13 years. I joined because they were a Which? recommendation. About 5/6 years ago they were bought out by BT and the rot set in, as it seems to whenever BT is involved. The people you talk to on the frontline seem just as good, but there has been a continual cheeseparing of services here and there. I am on a broadband and phone contract and I don't really want the hassle of changing, but I am getting very few up. And I agree that a quick email telling you your contract is up for renewal and your options should be standard.

Re: Value your loyal customers

chenks76 — Sat, 13 Feb 2016 11:28:58 GMT

it seems these days people confuse "loyalty" with "give me a discount" - that says everything about the world today.

Re: Value your loyal customers

Strat — Sat, 13 Feb 2016 11:36:18 GMT

There are far too many Veruca Salts in this world

Re: Value your loyal customers

Mav — Sat, 13 Feb 2016 11:57:42 GMT

Quote from: billnotben
Personally I cannot understand why you never get an email informing you that your contract is ending soon.

I would have thought most, if not all, PN customers have some sort of calendar on their PC or mobile device so it should be easy to set a reminder for a month or so before the contract is up.

Quote from: billnotben
With the same email also contain offers and prices to renew your contract.

I actually like ringing up to negotiate a discount - I get a sense that I have achieved more

Re: Value your loyal customers

peter10 — Sat, 13 Feb 2016 12:24:23 GMT

Like Mav I don't mind ringing for a discount but have found that on the last few occasions I've had to call at least a couple of times to get a reasonable offer. The first offers have usually been poor. I've retired so I have the time but when I was working I wouldn't have been able to and would probably have changed ISP. Also if people have to ring a couple of times it must lengthen waiting times.

Re: Value your loyal customers

Mav — Sat, 13 Feb 2016 12:35:46 GMT

I wonder, though, if we could do the same in Tesco's and others. Pick up a loaf of bread, take it to the counter then negotiate a lower price as we have always bought our bread there; after all the price is only an 'invitation to treat'

Re: Value your loyal customers

peter10 — Sat, 13 Feb 2016 13:23:00 GMT

Tesco don't sell the same loaf at one price to new customers and a dearer price to regular shoppers. However many people will haggle if buying more expensive goods from non supermarket shops. I do and win some and lose some.

Re: Value your loyal customers

billnotben — Sat, 13 Feb 2016 14:49:06 GMT

Of course Tesco do the line rental discount.
Except in their case it's petrol.

Quote from: Mav
I actually like ringing up to negotiate a discount - I get a sense that I have achieved more

Is it a discount? I've always thought it was contract prices. Which are not shown on their web site.
Unless you know what they are any idea that you've got yourself a special price, haggled a good deal, is just an illusion.
Which is why I suggested that Plusnet just simply tell us.

Re: Value your loyal customers

tijara33 — Sat, 13 Feb 2016 18:33:54 GMT

I'm more than happy to haggle, just as I do with Sky very few months re my Sky packages. In fact I had a PN chat this afternoon to confirm the date of my contract expiry. I was answered immediately & all was sorted in a couple of minutes. PN seem to be recovering to their former excellent levels of customer service.