Are they desperate?

I requested my Mac key and about an hour later they generated one (this was at 1am)

But they offered me a month free if I stayed... and the tone of the email had a slight air of desperation that makes me feel almost guilty to leave

i wasn't aware plusnet where in on the whole retentions thing. Be have just enabled my exchange so I am going to try them - although I may be returning

They have been doing retentions calling for quite a while now. When I left in May they asked what they could do to make me stay but when I said process my MaxDSL upgrade quickly I was told tough I had to wait. I know of others who have stayed after getting a month or so free.

TBH this is standard practice in the service business. It is far cheaper to keep a customer than it is to get a new one. Also many of the things that make us think of leaving a company are easily solved. In many cases it is a win win situation for all.

Edited by ScaryMonkey (Sat 14-Oct-06 18:00:26)

I requested a mac key and they wouldnt give me one.
They said I had to tell them who I was going to before they would generate one.

I dont want a free month, decent speeds would be good, no dns problems, email service, no disappearing email, and customer service would be good.

Though the last is only half true, if i have a problem lineone techies on the forum have been more helpful than open calls in the member centre. a week can go by and no one at lineone shows any intrest.

Edited by jedmonston (Sat 14-Oct-06 18:14:09)

In reply to:

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I requested a mac key and they wouldnt give me one.
They said I had to tell them who I was going to before they would generate one.

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That's a change (return to old?) in policy isn't it?

And whilst it's good to know why and where customers are leaving for research purposes, to be honest it's none of PlusNet's business where you're off to.

Are there any terms and conditions tied in with the "free month"? Whilst almost all ISP's wouldn't pull such a dirty trick, I can't help but doubt PlusNet with every move they make lately...

Certainly 1 month free wouldn't make me feel any better about the service, or lack of.

To be fair to PN I think they only do this when the leaving customer is on LLU. The reason for asking is to ensure the new ISP accepts LLU MAC codes before they and Tiscali put in the work to manually generate one and not to waste their time or yours waiting for one only for both of you to find out after it has been generated that it can't be used.

Edited by rsharma (Sat 14-Oct-06 19:35:29)

In reply to:

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To be fair to PN I think they only do this when the leaving customer is on LLU

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You are probably right. I terminated my home account a couple of months back and was not offered an inducement to stay. It was a BT connection.

Still have a business connection, but I'll wait for the rolling contract issue to settle before thinking of moving.

Hi

I was given 2 mth free service for both my accounts , but i turned them down as the 1 account was still within the 48 day thingy , so by accepting it i would have been tied into the 12 mths contract .
And i was told by 1 rep when i pointed this out to to him, his reply was ( you dont realy think you get somthing for nothing do you ).
Theres Allways A Method In Plusnets Madness

Same here. Might take the free month then leave

Just tell them your off to Metronet