Point for PN reps ?

I made this point the other day though it kind of got lost amongst other issues.

A 12 month contract is fair enough for new customers amortising the cost of setting up the account, connection fees etc. However it is unreasonable to insist that an existing customer who has demonstrated loyalty and simply wants to change their product to increase included capacity, add features etc should be tied down for 12 or 18 months and unable to move product again without incurrring substantial cost.

Discounts could be offered on a 12 month contract like the recent £3 per month off on the basis of a 12 month contract. Though I really think that there should be a standard price, monthly contract option for customers who have been loyal for 12 months or more.

Any comments?


Regards.

They won't listen - I said this to a rep in the CSC over the weekend, but his attitude was take it or leave it.

Posed with the question of do existing customers get a free router, whether they need one or not (perhaps to keep as a spare incase of fault with existing kit) he said no. So, therefore, that is another kick in the face for existing customers - no outlay for plusnet, no new hardware, just a nice long contract for them.

Just for reference - it has been said in the plusnet forums by their Reps that you can have the new router if you want it if you take a new contract... The issue could be that if you are already in a contract/min-term to pay off a previous router you could not expect to get another one as one of them will not get properly paid for. There had also been issues with reps saying "can't have one" because it wasn't considered in their original script. Try plusnet's own forums and search on it.

NB: I'm not convinced I'd recommend a 12 or 18 month lock in to anyone. Its certainly mad if you cannot get any of the installation/hardware/discount combination that new users get.

Hi,

We've made a couple of changes to the product rules for existing customers.

Existing customers wishing to move to the new products now have 2 options:
- An 18 month contract with new hardware and introductory pricing.
- A 12 month contract with the introductory pricing but no hardware.

Thanks though that really does not address the point, is it supposed to be some kind of concession?

1/ The long term, loyal existing customer who has helped Plusnet get where they are today cannot stay on a one month contract if they move products.

2/ If they have moved products once, hence to a 12 or 18 month contract, the existing customer cannot move products again without waiting for the end of the contract or paying off the remains of the contract (which could be well into three figures) even if their needs change.

Altogether very negative changes I feel


Regards.

Hmmm. I don't especially want or need a new router. BUT, if new customers paying the same price and locked in for the same period get one, I don't see why I should waive it, either. I'd expect to get the same as they get, or discounts to the equivalent value, otherwise I'm being treated less favourably.

In reply to a post by mand_beckett:

We've made a couple of changes to the product rules for existing customers.

Existing customers wishing to move to the new products now have 2 options:
- An 18 month contract with new hardware and introductory pricing.
- A 12 month contract with the introductory pricing but no hardware.

So - that makes two company U-turns in as many working days (the other thread:3577642 involving the decision to allow changing between BBYW).

Tomorrow do we see this contract business for existing customers dropped completely? (we can hope)

Why no option 3 - full product pricing, no introductory discount? and NO Contract (Save 30 days notice) for out of contract customers...

Close Plusnet, but no cigar yet...

Edited by deleted (Tue 24-Feb-09 09:58:16)

>A 12 month contract with the introductory pricing but no hardware.

What intro pricing?

first 3 months are discounted, then the price goes up but not as much if you are on a market 3 exchange