Feeling a let down...

[Anonymous User]

I'm a little annoyed by the new user sign-up for gift cards...

I've just signed up with a £15/2 month gift subscription card for cinema, but there is a site offer for £9.99 (which I assume I'd get the 14 days free trial with)

so I've been left with 2 months for £15, when I could have had 2 1/2 months for £9.99 ... seems mighty unfair

to top this off, I tried asking this quesiton directly to customer services in a message through the now tv site but keep getting a response that 'there is a problem, please try live chat' ... which is also unavailable because it's after midnight...

so, my first impressions are:

... content is great

... the way you treat new customers is poor (i.e. offer)

... my new customer experience is really poor. (i.e. support+offer)

Not really a good starting point, if you want to see me keep paying for this... as I feel ripped off and ignored.

[Tony-D]

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@Anonymous User wrote:

I'm a little annoyed by the new user sign-up for gift cards...

I've just signed up with a £15/2 month gift subscription card for cinema, but there is a site offer for £9.99 (which I assume I'd get the 14 days free trial with)

so I've been left with 2 months for £15, when I could have had 2 1/2 months for £9.99 ... seems mighty unfair

to top this off, I tried asking this quesiton directly to customer services in a message through the now tv site but keep getting a response that 'there is a problem, please try live chat' ... which is also unavailable because it's after midnight...

so, my first impressions are:

... content is great

... the way you treat new customers is poor (i.e. offer)

... my new customer experience is really poor. (i.e. support+offer)

Not really a good starting point, if you want to see me keep paying for this... as I feel ripped off and ignored.

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@Anonymous User Hi, sorry about the whole offer situation. Can i ask where you got the £15 for 2 months offer at all?

[Anonymous User]

bought the 2 month pass at currys pcworld yesterday

[Tony-D]

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@Anonymous User wrote:

bought the 2 month pass at currys pcworld yesterday

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Oh, that explains i then. As the offer for 2 months for £9.99 was online, and the card is physical there is always a high chance that the card is either better than online or worse. It's just the way it is in this case unfortunately. We are always changing offers online as w ehave the ability to do so but we can't change the cards as these are printed and have the offer embedded permanently on them 😕 Sorry about this @Anonymous User

[Anonymous User]

again though, not the most customer friendly answer... and really not making me feel all glowing about the liklihood of quality customer support in the future...

If I understand you correctly, what you seem to be saying is...  basically, sorry but you got a bad deal, suffer with it...

can you explain why I didn't even get the free trial... which I assume should apply to all new accounts. 

[Tony-D]

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@Anonymous User wrote:

again though, not the most customer friendly answer... and really not making me feel all glowing about the liklihood of quality customer support in the future...

If I understand you correctly, what you seem to be saying is...  basically, sorry but you got a bad deal, suffer with it...

can you explain why I didn't even get the free trial... which I assume should apply to all new accounts. 

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@Anonymous User @Anonymous User I didn't mean it like that, i was just saying that the card was printed before ht eonline offer went up. W ecouldn;t change it and the card are still for sale at retail 😕 However, i have emailed you regarding the trial ok? Check your inbox. Hoepfully we can get this sorted. 

[Anonymous User]

@Tony-D thank you, the email does indeed sort most of this, and I'm now happier... but it really would have been easier to come to this solution (£5 refund) without having to go to this trouble?

If people in good faith buy your "gift" cards - especially as their probably used for new accounts more often than maintaining an account - it would make good customer service to ensue there is a similar deal available automatically... I can't have been the only person to sign-up with this gift card during the £9.99 offer? ... how hard would it be to give an 'extra month free' for the £15 cards or something (as essentially your selling 2 months at £4.99/month on the website offer) so it's similar, if not an identical offering... at this point, just an idea though. 

[Tony-D · Accepted solution]

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@Anonymous User wrote:

@Tony-D thank you, the email does indeed sort most of this, and I'm now happier... but it really would have been easier to come to this solution (£5 refund) without having to go to this trouble?

If people in good faith buy your "gift" cards - especially as their probably used for new accounts more often than maintaining an account - it would make good customer service to ensue there is a similar deal available automatically... I can't have been the only person to sign-up with this gift card during the £9.99 offer? ... how hard would it be to give an 'extra month free' for the £15 cards or something (as essentially your selling 2 months at £4.99/month on the website offer) so it's similar, if not an identical offering... at this point, just an idea though. 

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@Anonymous User Yeah i know what you mean. At least your happier anyway. I never thought of it like that but form your persperctive i can now see it. I'll pass the feedback on for you anyway and hoepfully it goes somewhere. Thanks for getting in touch again 🙂

[Anonymous User]

Thanks for the solution to this... glad we got there in the end