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existing customers Vs New customers

dunks1980
Newbie
Posts: 2
Registered: 4 weeks ago

existing customers Vs New customers

At What point did Plusnet stop caring about there Current customers and priorities new customers,

 

i have been with plusnet for over 2 years now and never had any problems or complaints,

a few weeks ago i refered a friend who signed up to an 18 month contract  this also prompted me to give customer services a ring and renew my contract for another 18 months,

however i was promptly told the deal my friend got i wasn't eligible for because i am not a new customer.

what the hell is that all about ?

i am someone who wants to sign in to a contract for fibre services for 18 months,  weather i am a new customer or a current one wanting to sign in to another contract, i SHOULD be eligible for the same deal.

this has really put a downer on my plusnet experience and you should be ashamed your self's after doing so well for so long you have let your self's down over a few pounds  and are now potentially going to loose a customer.

 

 

Shame on you !!!

 

8 REPLIES
LifeonMars
Aspiring Pro
Posts: 114
Thanks: 27
Fixes: 4
Registered: 07-04-2016

Re: existing customers Vs New customers

Did you Call the plusnet  Customer Options Team on 0800 013 2632.

Speak with Customer Rentions.

They have always been very helpfull.

 

dunks1980
Newbie
Posts: 2
Registered: 4 weeks ago

Re: existing customers Vs New customers

Hi 

 

i will try and give them a call tomorrow, 

 

i used the online chat as tried to call them yesterday and was on hold for 30mins before the line went dead.

 

 thanks for the number Smiley

caney97
Grafter
Posts: 44
Thanks: 5
Registered: 07-12-2017

Re: existing customers Vs New customers

Hi, I hope you update us on the outcome as I feel loyalty should be rewarded as you say. BT pulled the same trick hence I have just moved to Plusnet. Too many companies do this and force people to move, it seems silly to me.

 

Community Veteran
Posts: 5,418
Thanks: 646
Registered: 23-09-2010

Re: existing customers Vs New customers


caney97 wrote:

Too many companies do this and force people to move, it seems silly to me.


It seems likely to change as some of the non bt/plusnet companies make a point of saying in their ads that offers are available to new and existing customers. They have cottoned on to the obvious that existing customers are cheaper to keep with no router to supply or connection costs.

Constant customer churn could slow down with bt/plusnet forced to join in before all their customers bleed away. No doubt with a jolly comedy advert telling us how they value loyal customers.Smiley

 

 

LifeonMars
Aspiring Pro
Posts: 114
Thanks: 27
Fixes: 4
Registered: 07-04-2016

Re: existing customers Vs New customers

What was the outcome Please ?

Community Veteran
Posts: 5,418
Thanks: 646
Registered: 23-09-2010

Re: existing customers Vs New customers

Maybe plusnet are already starting to play catch up.

From a recent email.........................

"You’re part of the Plusnet family now, and as one of our valued customers, our Plusnet Mobile people want to give you an exclusive deal. You’ll get a whole load of the stuff you love at a great price. Because your mobile’s important to you - and you’re important to us."

Nothing like what they said the last time and the final time I asked for a deal.

 

Browni
Seasoned Champion
Posts: 1,700
Thanks: 505
Fixes: 37
Registered: 02-03-2016

Re: existing customers Vs New customers

Hello brother!

We are family!We are family!

I must have been really bad in a previous life. This is my 3rd ISP in a row that uses lithium.
Jonpe
Seasoned Pro
Posts: 1,366
Thanks: 360
Fixes: 2
Registered: 05-09-2016

Re: existing customers Vs New customers

https://www.youtube.com/watch?v=TNAQ8LLptUo

A group symbolising strong family values being introduced by Jimmy Savile!