What the hell were marketing doing writing an email informing existing customers about changes to their accounts?
Would the accountants be expected to inform us of great new offers? Of course not. The marketing departments should not
be informing customers of billing changes.
This is most likely due to past contractural changes where package prices dropped or speeds increased. From a company perspective it made sense to 'market' the change as a feature/bonus, but rest assured the 'good news' would be in big colourful wording. Why on earth was such an important change buried in small print? Simple. Marketing departments can't sell bad news, so they hide it. Financial departments don't see it as bad news. It's 'just fact', so they print it as such.
Here's the meat of one I got in December:
we're freezing your broadband price until 2012
Your Talk Anytime service will stay at £5 a month too
From January our charge for line rental will change to £11.99 a month.
We'll no longer offer a 25% discount on our call rates to mobiles
off-peak hours are changing to 7pm - 7am.
Call prices are changing too
If you pay your bill by credit or debit card, we're introducing a £1.50 processing fee from 1st February.
Now considering I signed up in October, that one had me blinking a few times.
"Hey...use our products, they're cheaper.
Now that you use our products we're changing things."
Message for Plusnet HR Dept.
Reassign marketing staff to ticket answering (Eleven days unanswered and counting).
Message for Plusnet Marketing Dept. (Mr Rawlins)
Keep churn rates down by satisfying existing customers; not by raising their prices, ignoring their queries, and spamming their e-mail accounts with "Get up to a year of free broadband when you recommend friends."
I'll have precious few friends, given the concerns I raise.
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