Referral Gets Better Deal Than Me!!!

[shfawaz]

I signed up with ViaTalk last week after mulling over what appeared to be an unbeatable deal-and it obviously is. That is until I discover today that a friend that I referred to ViaTalk today just signed up and got 2 lines for 2 years for the same $199 I just paid for 2 years and one line. In other words, the deal he got is almost twice as good as mine. I figured, well, maybe I could convince ViaTalk that since I've had my service less than a week I should qualify for the same enhanced offer. No so much I was told by Dave in customer service. He said that this was for NEW customers. And apparently I am chopped liver, and no longer a new customer, even though I've been active less than a week and have even helped ViaTalk gain a new customer.

What I don't understand is that I can easily cancel my new service and order new service under the new offer-and the most I would lose is one month service charges, which pales in comparison to the cost of a second line for two years, and pretty much worth the effort. I am kicking around this idea and may end up doing just that, but I find it pretty pitiful that ViaTalk won't even entertain the idea of simply giving me that second line feature not only to keep me as a customer, but even as a Thank you for the referral.

Dave in CS said that this second line ISN"T really a second phone line with a second phone number (it's not???) it is simply opening up a second port with access when someone is already on the other line. He said you don't get a second phone number in this deal.

He also claimed that this is a trial promotion meant to guage its popularity, and that eventually this feature will be available to ALL current ViaTalk account holders in the near future. Anyone believe that?? I for one don't.

I am contemplating canceling my line altogether given this-anyone at ViaTalk care to step in and make this right before I do?

[vtjosh]

When we run promotions such as this, they are typically made available only to new customers. There is sometimes confusion over what constitutes a "new customer". A new customer, is someone who has not yet had ViaTalk service - or one who has not had it within 60 days. I would not advise anyone cancel their current service to try to take advantage of a particular promotion as they would need to wait an additional 60 days to be eligible (and there is no guarantee the promotion will be offered at that time).

Dave was correct. The 2-line feature gives you incoming/outgoing access from Port 2 for your primary phone number. It does not come with another phone number. We will be rolling this out for current customers in the near future.

Although I understand your position that we should "simply give you the second line feature to keep you as a customer," it is not our policy to break the rules of promotions such as this. This is simply business ethics. If we were to extend the promotion to you, it would certainly make you happy, but it wouldn't be fair to our other customers.

We don't do this trying to upset anyone - we're just trying to be fair. I hope that you can understand our position and you do not decide to cancel.

-Josh

[digger16309]

When we run promotions such as this, they are typically made available only to new customers.

Although I understand your position that we should "simply give you the second line feature to keep you as a customer," it is not our policy to break the rules of promotions such as this. This is simply business ethics. If we were to extend the promotion to you, it would certainly make you happy, but it wouldn't be fair to our other customers.

I do not know your business, nor do I know your business plan. However, it seems odd that your company is running promotions with a feature only available to new customers when you have serious capacity/network issues affecting current customers.

I don't know how many new customers your sales and marketing folks have counted on by offering this promotion to new customers at this specific point in time. We're coming to the end of the second quarter. Maybe they have quotas they have to hit by the end of business on Friday so they can earn their bonuses.

But one could easily argue that it is not ethical to entice even more new customers than your pre-promotion rate, specifically with a feature available only to them, at the same time you are scrambling on the back end to add capacity to provide reliable service to the customers you already have.

[littleminx]

^^well said and I agree.

If we were to extend the promotion to you, it would certainly make you happy, but it wouldn't be fair to our other customers. being the operative quote used to defend your practices.

perhaps it would be far wiser to give the new features and incentives to your current customers and entice the new ones with your service record instead.

[Ptrowski]

^^well said and I agree.

being the operative quote used to defend your practices.

perhaps it would be far wiser to give the new features and incentives to your current customers and entice the new ones with your service record instead.

Part of taking advantage of a sale is there is a gamble. You are buying at the time you thought was a good deal to you. There will always be sales for new customers, some better and some worse than what you received.

It is well said that the sales are for new customers only. If they gave every promotion to every customer they would go the way of Sunrocket and Allo.com and I for one would prefer that they do not.

[zegroy]

I've had Sprint PCS for years, and whenever they had a promotion I liked I was able to switch, even in the middle of a contract, with no penalties.

I've had them for 10 years. Guess why.