Are they really trying to hide this information from their existing customers?
If so, that's an appalling state of affairs.

I doubt if there is malfeasance here. Just the people directly responsible don't think these things through. Pretty elementary though, so ...?

Certainly Bob Pullen is being straight with us and hopefully reporting the problem.

Edit - tautology.

Edited by RobertoS (Wed 20-Jul-11 22:38:08)

I believe that this Price adjustment for M2 customers has been approved by Management as a discretionary reduction to be used by the retention team (and possubly other sales staff) to keep or gain a customer.

Bob has indicated on the PlusNet portal that this pricing action may not be permanent and this may explain why it hasn't been publicised more widely.

Of course, PlusNet does have a record of NOT bringing Product and Pricing changes to the attention of existing customers on higher priced products so go figure!

I think we are confusing two different things here.

The original question by the OP was about the Price Beat prices, which still appear on the Home page but are specifically eliminated on the page that explains what Price Beat "was".

The second question, which is what I was meaning, having (I thought), established that those intermediate prices have been dropped for new customers, is that that page also shows that Market 2 is now priced at the same level as Market 3.

That is not a discretionary price for retentions or sales, it is a flat statement of standard prices.

What may be the case is that sales and retentions have deals available to be used at their discretion, but not necessarily at the Price Beat figures. This practice is common across all ISPs and many industries. Just the way things are.

My follow-up question which I thought we were discussing was what would happen to existing M2 customers on the previous M1 or Price Beat charges. Mixing that up with ongoing retention and special pricing deals in the same post makes discussion of either impossible.

Yes, I agree that we seem to have digressed from the OP from your post about 8 posts above and Bob's response to you. I will defer to Bob to clarify the original issue.

My belief that the current M2/M3 Pricing may be transitionary and therefor not being applied across the customer base stems from this thread on the PlusNet Portal http://community.plus.net/forum/index.php/topic,9739...

and specifically Bob's post of 20/07/2011, 17:27

To avoid further confusion, I will step away from this discussion.

No need to step away - perfectly legitimate to question why PN is not actively switching everyone on an M2 exchange to the lowest charge that applies without needing the customer to make contact.

It would do far more 'goodwill' for PN if they didn't make people jump through hoops, or have to get to the retention team, to get what seems like a 'standard' price and is 'taken for granted' if someone is on M3 exchange.

Leaving it to customers who may only find out "by chance" is a rotten way of handling it. Sure, it is up to customers to consider what options are available, and if that means someone considers switching is given the reduction they do save, but why the hurdles, why not make it automatic!

Indeed!

In reply to a post by Wheel_Nut:

Bob, if that is the case, somebody needs to tell the CS Reps because I called this afternoon and they said they couldn't do it.

What account was that in relationship to, because all the front line agents should know the situation?

In reply to a post by Wagstaff:

Are you saying that all your Market 2 customers will have to raise a ticket in order to obtain the price reduction?

Yes, that's the current situation.

In reply to a post by Wheel_Nut:

Bob has indicated on the PlusNet portal that this pricing action may not be permanent...

This is true, and whilst it's the case I can't see us proactively switching the existing base. There are other things to consider to, like special offer discounts and non-standard conditions that are being applied to certain customers accounts.

In reply to a post by RobertoS:

What may be the case is that sales and retentions have deals available to be used at their discretion, but not necessarily at the Price Beat figures.

Yes, they do. They have quite a lot of flexibility.

Rgds,

Hi Bob,

Question #44733688 resulted from my call to CS who transferred the call to Adam in Retentions

I was very happy with the outcome of the call because not only did he attend to this case but he also called two of my other referrals and fixed their accounts.

In reply to a post by Wheel_Nut:

Question #44733688 resulted from my call to CS who transferred the call to Adam in Retentions

Thanks!

I've read through this thread a couple of times and still cant quite get my head round it.
I'm on the Breadsall exchange EMBREAD which is market 2, and currently pay £17.99 for Extra.
Should I be paying less, particularly now that TT have LLU enabled at my exchanged?
Thanks