Customer Loyalty

[Kelly256]

I’ve been on the phone all night to upgrades & customer services.  To be told after over 25yrs of being a customer (previously with T-mobile before merge) with two lines, there’s no longer any customer loyalty discounts & cannot add any Blue Light or Carers discounts. 
Looks like I shall no longer be an EE customer & take my custom elsewhere! 

[Chris_B]

@Kelly256  No one is entitled to a discount because of time served.  I believe blue light discount is only applicable to new customers, but just because you’re a carer doesn’t mean you get a discount or are entitled to a discount.  

[couling]

It sucks.

If they show no loyalty to you, then show none to them.

It seems like all the big providers offer discounts to new customers that are significantly better than those for existing customers.

just had a similar experience with BT. They wanted me to pay double what they or any provider were offering to new customers.

[Chris_B]

@couling  So your saying they should try and attract new customers.  New customers deals are nothing new to any business trying to attract new customers. 

[couling]

@Chris_B I’ve not said “they should” do anything. Please don’t misrepresent people’s words like that. I would never presume to know their business model sufficiently to make any suggestions of that nature.

However customers are not required to be happy about their behaviour. The strategy of offering existing customers far worse than new customers and far worse than competitor’s new customer deals is totally founded on exploiting customer loyalty and milking it for cash.

In other words, as a customer, you can expect your loyalty with some organisations to be rewarded not with better deals but worse deals.

So my advice to customers (not providers) is to express no loyalty, it will not benefit you.

[bristolian]

If making a choice to change networks, it's always wise to test out alternative operators using a PAYG SIM - coverage maps are only a basic guide, and performance can vary wildly! I only say this because many users are primarily price-driven and may take a certain quality of service for granted. Better to get coverage shock before moving operators.

I don't believe EE have ever offered "loyalty" discounts as such, except on a case-by-case basis. The Perk scheme offers promotions for some corporate, blue-light & student type customers.

[Chris_B]

@couling  Sorry that should have a NOT in there.    “Should not try”   

I also said it’s not new to any business I didn’t say anything about EE.  All network providers offer this sort of thing and there are always customers who think if not fair that they can’t get the same deals.  And as always there are those who complain and think something will come of their complaint.   It’s never fair on the current customer but the current customer at the minimum term has options and it’s down to them on what they choose. 

EE do offer discounts on tariffs but that’s when they decided to offer incentives and as always everyone is always mid contract and it’s never when you can upgrade.   Unfortunately that’s life.