Do you want me to stay or not?

[#1]

Hi - I've been with plus-net for a long time (out of contract for nearly a year now), and would like to stay - but I can save a lot of money moving to a competitor. The only way I can ask you to give me an equivalent offer is by phone, but your call wait times are too long.

 Would you prefer I just leave or do you want to provide another route for the discussion?

Thanks.

[#2]

I'm afraid we don't make any contractual changes or deals via this medium, the best bet really is to call the customer options team on 0800 013 2632 where the queue as I type is 0.

[#3]

when was that? As I type, wait times are currently 30 minutes.  . I'd be happy for you to call me back. In fact, why don't you offer that as a service? Many call centers now register your place in the queue, and automatically call you back when you get to the front. Much less irritating for the customer, and no less efficient for you.

[#4]

I think the probable answer is that PN are not that bothered. You either stay without a contract, wait patiently to get through to see if you can get a better deal or leave. PN can always pay for another advertising session to replace you. Just don't try to apply logic!

[#5]

Like many companies these days, I don't think PN are that bothered about their 'churn' rate as long as, overall, there are more customers joining them than leaving.

It does seem short-sighted given that most new customers spend their first few months on a discounted package, but I guess the numbers must add up otherwise these companies wouldn't all pursue this strategy.

I agree the lack of reward for loyalty from existing customers is pretty poor, but sadly it just seems to be the way of the world these days. I know it'll never happen, but wouldn't it be refreshing to see a new ISP enter the market and offer you increasing discounts the longer you stayed with them.

[#6]

Unfortunately we wouldn't be able to arrange a callback from the team you need to speak to.

As it currently stands the call queue for the Customer Option Team is very low. When you called the number Chris provided, did you follow the options for thinking of leaving?