topic Re: reward customer loyalty in Plusnet Feedback

reward customer loyalty

irishwhip — Sat, 28 Aug 2021 15:46:34 GMT

My contract renewal date is coming soon, and I've had the review emails and a renewal offer, but a brand new customer would get the same package for £1 per month less + a £50 prepaid mastercard.
Admittedly not a huge difference over the course of 18 months, but it still rankles.

Re: reward customer loyalty

LaurenB — Sun, 29 Aug 2021 08:40:23 GMT

Hi @irishwhip, thanks for getting in touch. I am sorry to hear that you're not happy with your renewal offer, I would advise to give our Customer Options Team a call on 0800 013 2632 to discuss your available renewal options further.

Re: reward customer loyalty

Baldrick1 — Sun, 29 Aug 2021 10:29:32 GMT

@irishwhip

Or put another way, loyalty is a one way process. To get a decent deal you have to ring in and haggle. It helps if you are armed with a cheaper price from a competitor. To be fair, this process has always worked for me without a long wait on the phone, so is worth the hassle.

Re: reward customer loyalty

irishwhip — Sun, 29 Aug 2021 11:15:58 GMT

Some people find haggling distasteful, others may have social anxiety and would rather not deal with phone calls.
Just make the renewal offers as good as or better than the new customer offers.

Re: reward customer loyalty

Baldrick1 — Sun, 29 Aug 2021 11:49:51 GMT

@irishwhip

I’m not disagreeing with you at all, I’m just trying to advise you how to get a better offer.

Re: reward customer loyalty

gleneagles — Mon, 30 Aug 2021 08:04:47 GMT

@irishwhip wrote:

Some people find haggling distasteful, others may have social anxiety and would rather not deal with phone calls.
Just make the renewal offers as good as or better than the new customer offers.

Fully agree.

Totally wrong that even customers renewing their contracts could end up paying a different price.

Imagine going into a shop and buying the same item as another customer but he gets charged 10% less at the till for no logical reason.

Then PN wonder why some long term customers leave.

Re: reward customer loyalty

Jacpott — Thu, 02 Sep 2021 11:57:03 GMT

Same thing happened to me today- armed with numerous examples of cheaper and faster deals,I spoke to customer service querying why they sent me a renewal offer (which they said "matched any offer made to new customers) and quoted an MSE offer of PLUSNET with the same monthly rental + a £75 credit card payment! customer service reply-"we don't offer vouchers to existing customers up for renewal"-my reply to customer service "ok,I'll vote with my feet"!These companies are not going to change their "abuse" of loyal customers until it hurts them in their pocket so my advice is-go to the MSE site and see the offers ther to switch.

Re: reward customer loyalty

Jacpott — Thu, 02 Sep 2021 11:58:06 GMT

Read my post and post a reply please!

Re: reward customer loyalty

Jacpott — Thu, 02 Sep 2021 12:17:05 GMT

It didn't work for me-I spoke with the customer service team and quoted lower switch offers available on the MSE (MONEY SUPERMARKET EXPERT ) including a PN OFFER TO NEWBIES that included my renewal offer +£75 credit card payback and a shorter contract period (12 months).I queried the PN renewal email which staed that my offer was as good or better than any available to new customers-the answer I was gived was "we don't give credit card payback to renewal customers". So my advice is vote with your feet and check out the MSE site for details of switching!

Re: reward customer loyalty

Jacpott — Thu, 02 Sep 2021 12:24:42 GMT

Why are you cancelling my posts including my previous one to you? What's the point of a community site that Plusnet can censore?

Re: reward customer loyalty

Mustrum — Thu, 02 Sep 2021 20:15:46 GMT

@Jacpott All 4 of your posts are visible to me, what is your problem?

Re: reward customer loyalty

dvorak — Thu, 02 Sep 2021 20:33:43 GMT

Moderators Note

Posts released from automated spam filter.

Re: reward customer loyalty

Jacpott — Fri, 03 Sep 2021 13:09:53 GMT

My posts were only available on the site after I complained and the team sent me an email stating they had now been released "from automatic spam filter"-my real problem is ,as an existing customer PN are discriminating against me when compared to newbies.

Re: reward customer loyalty

billnotben — Fri, 03 Sep 2021 17:42:06 GMT

@gleneagles wrote:

Imagine going into a shop and buying the same item as another customer but he gets charged 10% less at the till for no logical reason.

In the case of a big local Co-op the 10% less went to students. After a couple of years of this "brilliant" scheme it was obvious ordinary customers were subsidising others. The ordinary customers voted with their feet and the Co-op realised too late they couldn't survive on cut price students. It's a Pound shop now.

Re: reward customer loyalty

Gandalf — Sat, 04 Sep 2021 06:08:01 GMT

Thanks for your post @Jacpott and welcome to our Community Forums.

I'm sorry to see we haven't been able to offer you cashback upon your renewal with us.

We don't always offer this I'm afraid however I'll be happy to arrange for an adviser to call you back to double check and see if there's absolutely anything we can do to keep you as a customer. Can you drop me a private message with a contact number we can get you on and a rough time-frame you'd be free for a call?

Re: reward customer loyalty

Jacpott — Sat, 04 Sep 2021 16:11:23 GMT

Thanks for the offer to speak to one of your advisors but I spoke with one before posting,;my point was Plusnet emailedso you need to change your policy of discrinating against existing customers me a renewal offer saying that it was as good as any offer made to new customers which I queried by stating an offer made to new customers that was better than the offer made to me so you need to change your policy of discriminating against existing customers or redraft your standard email to renewal customers by omitting the statement that the offer you are making "is as good as any made to new customers".

Re: reward customer loyalty

Gandalf — Sat, 04 Sep 2021 18:46:19 GMT

Thanks for getting back to me @Jacpott

We do often offer cashback to existing customers and we don't always offer cashback to new customers.

I'm still happy to arrange that call back if you'd like to take me up on it.

Re: reward customer loyalty

Jacpott — Fri, 10 Sep 2021 12:30:37 GMT

I tried to take up your offer by sending you 2 private messages but have had no contact from an advisor.

Re: reward customer loyalty

Gandalf — Sun, 12 Sep 2021 09:47:57 GMT

From what I can see you've only sent us one private message and that was on Thursday.

Apologies for the delayed response though, we've been incredibly busy since then.

Re: reward customer loyalty

Jacpott — Wed, 15 Sep 2021 11:01:21 GMT

Thanks for arranging the call from an advisor re. my renewal-it turned out to be pointless however, when he just repeated the offer I had already been given-so, as I said in a previous post, I will be voting with my feet and I advise any other P/N existing customer to do the same on renewal.