Waste of time emailing Zen

In reply to a post by mondeoman:

Following on from the previous thread about Zen not moving existing customers when the plan prices reduce I see they have done it again. UF1 is now £29.99 for new customers while UF2 stays at £38. Can anyone who took out a new 12 month contract for UF1 at £37 advise if Zen are automatically reducing thier monthy charge?

I'm really [censored] off with Zen as I moved on to UF2 since it was only £2 a month more & I certainly wouldn't have done that if the difference had been £10, as it is now.

This is really shoddy practice by Zen & smells of desperation to sucker customers in to new contracts. The issue it it's loyal cutomers who have been with them for years who are getting shafted. I've ben done over twice now & I'm definately off elsewhere.

I am on the 2 year "Big Deal" contract with Zen. It ends in August. I imagine there will be quite a lot of people who's BD contract will be running out at the same time. I'm on UL1 with £6.50 a month for unlimited calls to standard landlines, costing £39.50 a month all in. When I go to renew I had better get the cheaper UL1 option on a new 12 month contract offered to me when I contact them about it.

I've been with them since 2006 and if I don't get a new 12 month contract at £36.50, (am I right on the price ) ? Well, I'm voting with my feet, and I'm going to diss Zen all over the Internet

Should I phone them now to discuss this, or wait until the beginning of August ? My August bill is due on the 18th of the month.

Hi, When you're coming to the end of you're existing contract give our sales team a call. We'll be more than happy to offer you a new contract on the latest deal.

All the deals advertised on our website are available for both new and existing customers who are out of contract!

In reply to a post by ajays:

Hi, When you're coming to the end of you're existing contract give our sales team a call. We'll be more than happy to offer you a new contract on the latest deal.

All the deals advertised on our website are available for both new and existing customers who are out of contract!

It seems to me that the bit in BOLD can be read in one of two ways. I should add that I e-mailed Sales 10 days ago about the latest FTTC offer and I have yet to get a reply.

Edited by lexden16 (Tue 02-Apr-19 16:51:02)

It's not meant to be read in two ways. The deals advertised on our website are available to all customers taking a new contract.

So, Unlimited Fibre 1 is available for £29.99 per month with a 12-month contract

As for your email, I'm not sure what has happened. The sales team typically reply quickly. Feel free to PM me your details and I'll follow up for you. Or call the Sales Team and they'll happily make the change for you.

In reply to a post by ajays:

It's not meant to be read in two ways. The deals advertised on our website are available to all customers taking a new contract.

So, Unlimited Fibre 1 is available for £29.99 per month with a 12-month contract

This is good Ajays. However might it not be useful to send out e-mails, or make it VERY clear on the Zen website that the lower cost 12 month contract is available to all Zen users new and old ? It is a notable saving per month.

If not I believe that you could, possibly, have a situation where many people could be paying more per month for the same product than others who had taken up a new contract. I found out about the lower prices here on the forum, not from Zen, and I intend to get it at that price

If I recall correctly our most recent newsletter included this in an article about our lifetime price guarantee. Perhaps we need to do more to make it clearer.

In reply to a post by ajays:

If I recall correctly our most recent newsletter included this in an article about our lifetime price guarantee. Perhaps we need to do more to make it clearer.

Heh. although I subscribe to the newsletter I don't often read it
Also I don't visit Zen's website very often. Forgive me if I sounded a bit hostile in any previous posts. I like Zen. I recommend Zen to people. I find the service good. Any problems I've had historically have been solved as well and as fast as possible. I think it could maybe be made clearer though. How ? Some form of proactive message to customers telling them they could re-contract at a lower price ? I don't really know what would work best.

In reply to a post by ajays:

Hi, When you're coming to the end of you're existing contract give our sales team a call. We'll be more than happy to offer you a new contract on the latest deal.

All the deals advertised on our website are available for both new and existing customers who are out of contract!

This is the bit I dont like, I have been with Zen for may years and love the service but am currently looking to buy a house so may move in the next 12 months I am stuck paying an extra £8 pm.

If you're planning to move house we're more than happy to move your service. When you've found your new home give us a call and we can move the service to your new address. We can do this even if you are still in your minimum contract term.

If the exact same product isn't available we can offer you an alternative. e.g. FTTP rather than FTTC or an alternative speed FTTC package etc.