Chorus 'Downgrade fee'! Spitting Feathers!!

Ihatechorus

Aaaaaaaargh! :mad: Been with Chorus for nearly two years now. Basic package, 48 euro a month with three digiboxes. Last December I had Sky Movies switched on for the month at an extra 30 euros (for the kids). Today I rang up (kept waiting the usual 20 minutes before someone answered) to cancel one of the digiboxes and to enable Sky Movies for the festive period. "Yes Sir" came the reply "I can do that for you. 10 euro downgrade fee for the digibox, 30 euro charge for Sky Movies and 10 downgrade fee for cancelling it after the month"............... Er, what?? I have to pay to pay twice for something I've already paid for?? "Yes Sir".

I'm kicking myself now. That’s 50 euros they made today, plus my 48 euros (as well as over a thousand euros from the two years I've been with them). I should have gone to Sky. But my point is, how can Chorus/NTL have the balls to do this? I can understand if a customer ends the contract before 12 months, but loyal customers who put up with the usual weekly problems (this week, EPG not working and channels not working when it got windy). I'm binning Chorus next year and moving to Sky. I don't mind paying the little extra per month for a quality product.

My whole rant is, who is in charge of customer relations? I know Chorus is not a charity, but these sort of charges only do nothing but damage their already bad reputation. Whoever came up with this needs sacking! Merry Christmas.

paulm17781

Ihatechorus wrote: »

I'm kicking myself now. That’s 50 euros they made today, plus my 48 euros (as well as over a thousand euros from the two years I've been with them). I should have gone to Sky. But my point is, how can Chorus/NTL have the balls to do this?

From what I can tell, UPC hate their customers. They have their entire team of customer contempt agents who are there to frustrate you when you call. UPC ensure this low standard by ensuring the staff don't know what's going on and not training them so they can't help you. The over all result is a lot of frustrated customers who all want to ditch UPC as quick as possible. I think the head of UPC gets "Going for broke" and "Monopoly" mixed up and doesn't realise he should be trying to get customers, not frustrate them away.

Ihatechorus wrote: »

My whole rant is, who is in charge of customer relations? I know Chorus is not a charity, but these sort of charges only do nothing but damage their already bad reputation. Whoever came up with this needs sacking! Merry Christmas.

I think there is a blind gorilla in charge of customer relations. It's the only theory I have. I'm not sure we're aloud name names here but try to find their CEO and write him a letter. Apparently he gets angry and defensive when questions about their customer contempt teams but writing to him may help. In the event he calls you, be sure to make him hold and charge him 10 euro for everything he says.

Ihatechorus

Cheers Paul. I will write a letter. This is still stuck in my head and I'm still angry. Yes, I know it's only twenty euros, but I did everything over the phone in one go, so why am I charged two downgrade fees? Did this young lady have to get up from her seat after my call, print off my order, walk to another floor, place my order in the downgrade department tray, OR, did she click a few buttons on her computer screen with her mouse whilst chatting to me, and that was that? Twenty euros profit for five minutes work! Pro-rota that is around 200 euros per hour she makes for Chorus! Again, I know Chorus is not running a charity, but loyalty and customers go hand-in-hand. Boll*cks to you Chorus. :mad: Oh, and a Merry Christmas Paul!

VERYinterested

You might be able to wangle out of the downgrade fee. I was downgrading during the summer and I asked would I be charged the downgrade fee and was told I wouldn't be as I was subscribing to the service before Jan 1 2008 and it was only new subscribers after that date that could be charged the downgrade fee. It didn't stop them charging me when the time came, but I got on and argued the toss and was credited the tenner. It's worth getting back on.

paulm17781

Ihatechorus wrote: »

Cheers Paul. I will write a letter. This is still stuck in my head and I'm still angry. Yes, I know it's only twenty euros, but I did everything over the phone in one go, so why am I charged two downgrade fees? Did this young lady have to get up from her seat after my call, print off my order, walk to another floor, place my order in the downgrade department tray, OR, did she click a few buttons on her computer screen with her mouse whilst chatting to me, and that was that? Twenty euros profit for five minutes work! Pro-rota that is around 200 euros per hour she makes for Chorus! Again, I know Chorus is not running a charity, but loyalty and customers go hand-in-hand. Boll*cks to you Chorus. :mad: Oh, and a Merry Christmas Paul!

Thank you, Merry Christmas to you too

No, I agree it is an absolute disgrace and I don't know how this makes business sense. If I downgrade a service and get charged, the odds of me ever upgrading are very slim. I don't know who does these plans for them, I think it's a 1 legged donkey, I'm nearly certain I read that on the company registers office website, either way it's a sure fire way to annoy customers (look at how angry it's made you, rightly so) and will do little for the good of their image.

channelsurfer

i spent half an hour on the phone this week trying to get through to a customer service rep... all I got was press 1 2 or 3 and not one option to get through to a live person to downgrade. by some stroke of luck after the 7th call yes 7th call through the automated menu i got through.
they dont make it easy at all.

10000maniacs

Its a bit like the post office sending out threatening letters to people who are two weeks late with their tv license, while 40% of people with TV sets are not even on the TV license computer.
That reminds me, It was actually NTL who gave my name and address to the TV license people at the post office. My NTL address had the same spelling mistakes as the TV license warning letters I received.
Skullduggery at its worst.:mad:

GerardKeating

10000maniacs wrote: »

It was actually NTL who gave my name and address to the TV license people at the post office. My NTL address had the same spelling mistakes as the TV license warning letters I received.

They used to be required by law to do this, i think the Data Protection act stopped it..

Jaysoose

Ihatechorus wrote: »

Cheers Paul. I will write a letter. This is still stuck in my head and I'm still angry. Yes, I know it's only twenty euros, but I did everything over the phone in one go, so why am I charged two downgrade fees? Did this young lady have to get up from her seat after my call, print off my order, walk to another floor, place my order in the downgrade department tray, OR, did she click a few buttons on her computer screen with her mouse whilst chatting to me, and that was that? Twenty euros profit for five minutes work! Pro-rota that is around 200 euros per hour she makes for Chorus! Again, I know Chorus is not running a charity, but loyalty and customers go hand-in-hand. Boll*cks to you Chorus. :mad: Oh, and a Merry Christmas Paul!

This charge can be waived so dont let them take it!! i cancelled the movies a while back and got the usual downgrade fee bull*hit from the customer care drone. Basically wouldnt get off the phone until i was put on to somebody more senior who initially would not listen and droned on with the sane mantra "its company policy and in the t&c's" i eventually told her she can come pick up the box as it will be sitting outside the apartment and the direct debit will be cancelled....charge waived as an act of goo faith yadda yadda.:)

10000maniacs

GerardKeating wrote: »

They used to be required by law to do this, i think the Data Protection act stopped it..

This happened two years ago. The current Data Protection Act was passed 20 years ago.

Ihatechorus

Thought I'd give you all an update on this festive morning! Received a bill this morning from Chorus, as usual around this time. Instead of the 48.99 I usually pay, I expected something around the 90 euro mark because I've taken out Sky Movies for the month. Total bill = 135.66, for one month. I'm currently hyperventerlating!

Yes, I know it's the wrong amount, but today I haven't the time or energy to ring and wait 20-30 minutes for an answer. And I wonder how many others today on Christmas Eve have recieved an astronomical amount, thus placing a complete downer on Christmas?

All the best to everyone over the next week, Peaceful Christmas

Rosser

Ihatechorus wrote: »

I wonder how many others today on Christmas Eve have recieved an astronomical amount, thus placing a complete downer on Christmas?

'A complete downer on Christmas?'....I hope nothing really serious ever happens.

Ihatechorus

Rosser wrote: »

'A complete downer on Christmas?'....I hope nothing really serious ever happens, I'd nearly pay the bill for you if it upsets you that much!

Your either wealthy, work for Chorus or don't use Chorus. How many family received a similar incorrect bill today, after weeks of paying out for kids presents etc? Mine is over 40 euros incorrect. I'd wish you a Merry Christmas, but you'll probably pick holes in that too...

Rosser

Ihatechorus wrote: »

Your either wealthy, work for Chorus or don't use Chorus. How many family received a similar incorrect bill today, after weeks of paying out for kids presents etc? Mine is over 40 euros incorrect. I'd wish you a Merry Christmas, but you'll probably pick holes in that too...

All I'm saying is I wouldn't let it ruin my Christmas, if it's incorrect you won't have to pay it. I'm certainly not wealthy, don't work for chorus and do use UPC by the way.

iopent

Rip off merchants always go for sky & make sure you know exactly what you're signing up for before you choose your packages, if they have wrongly charged you it will be rectified but it will take a long time, comiserations.