I sent out a letter to their customer support department regarding how loyal customers are given less offers then new sign ups. First, during a road show at Sitex, new customers are given a free game, upon enquiring about recontracting, existing customers were not given the same deal.
I wrote them a little letter regarding this, actually I was expecting more from them to sweeten up the deal. Aparrantly they thought that I only wanted the game. What the heck? Almost 6 years with cable and this is the crap they are giving me? I decided to jump from Singtel Magix to Maxonline and this is what I’m getting? I dun need an Xbox, but I sure need a notebook.
So I went out and did a little research and reading up on the cost of retaining a existing ISP customer as compared to getting a new one signed up. According to The Wise Marketer the cost of retaining a existing customer is only $100 USD as compared to $400 USD for a new one, and the cost gets higher as the ISPs, Starhub, Singtel and PacNET “steal” from each other. So what the hell? If I cost so little to retain then why dun give me a better deal to sweeten us both up. I remain a loyal customer and you remain a happy ISP.
I really do not get the Starhub mentality, maybe it’s just me or maybe they really not trying to keep customers I would not know really. I kinna upset even through my mail got through, they offered me the game, but face it who needs the game? I hope the ISP services get better in keeping customers. It’s very sad to know that I’m only worth a game, a Quake 4 game. Damn sad I tell you!
I also heard that some corprate deals out there offering 10% off the 6500 plan, but when you sign for 2 years is the plan not at 10% off for the contract period?
