How to lose a Customer
same old...
At the moment the only reason I am still a Virgin customer is that it is too much trouble to change my email address from the ntlworld.com address I use.
The Virgin Media anti-business plan:
- Advertise on the web site that 10Mb broadband is available from £14 a month.
- In the small print state this is the price for new customers only.
- Fail to mention anywhere that old customers may get charged nearly double the price.
- Do not at any point in the sales process notify customer of actual price being charged.
- Send a letter notifying the customer of the actually being charged £25 a month.
- In the letter point out that there is a statutory 7 day period in which customer can cancel the order.
- Send the letter out so that it arrives 15 days after the original order was made.
I will phone yet again to revert to my old broadband package. I should be able to do this under the Virgin Media 28 day money back guarantee.
I have no confidence that this will be a simple error free exercise.
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