We're Moving

Maybe the minority ought to set a charge for "free" advice then?

Talk about Chinese whispers or Twenty Questions. It was only half way down the page at Diane's post that I had even the vaguest clue what this was about. No prizes being given out for communication skills...

Sorry, was just joking

I guess I'm in 2 minority groups, in that I got it straight away regarding what the thread was about and, I'm a subscriber! I have to admit when I read the flyer in with my latest magazine I thought 'robbing bar stewards' now we have to pay for support!

Neil, firstly this is not aimed as a gripe against your good self (don't want to shoot the messenger) but why is it 'obvious it comes with a cost' Why is it in this day and age service comes with a cost and not a smile?

<rant>

All well and good when the online options are working as expected however, when one has a query or problem that requires a conversation with a real person, they are raking it in at the customers expense!!

So they call this a new and improved service do they! And depending on your phone provider that call cost may be significantly higher so in the case of BT they charge 9.58p per minute access charge on top of the 7p per minute the new provider is charging - fantastic eh!

Why do these companies think it is right to profit from customer enquiries?

</rant>

At last some advantage for us overseas subscribers

Russell.

Because they can Graeme W, as both Ofcom and politicians are totally ignoring this form of rip-off.

Not getting at you, the messenger, Neil, but aimed squarely at the bean counters that seem hell bent on soaking us for every last penny they can, and management falling for it hook line and sinker.

Service is now a money earner, and no longer about keeping customers happy and contented.

I liken this service charge to the VAT fraud.

What the f**k is value added?

Geoff - Got that off of my chest and now ready for supper

I suppose it sort of puts the costs of answering questions on the people who ask maybe saving a subscription price increase and giving a call centre type job to some one.

Personally I never ever phone a line like this as my phone calls are free no matter how many I make so they mess up my bill and I don't get the cost of a standard phone call deducted.

What's next - 3 very easily answered questions to win a prize worth £10, phone calls may last 10 min and cost 10p a min. Companies that do this make a fortune even with prizes worth thousands. Just a thought for you Neil. You could do a win a mini lathe one on the TV.

John

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Edited By John W1 on 18/09/2015 18:02:37

Well having subscribed for 14 years and never had to phone the Subs department I'm not too fussed about paying a few pence once every 15yrs or more, can't really see what the fuss is about.

I'd rather do that than have the cost of the subs agencys customer service dept passed onto MTM and then onto my subscription.

Can I ask those that have an objection how much time they spend on the phone to the subs department?

J

Kwil gave the answer some time ago.

Just replace the +44 with 0 giving 01604 828748

So the money they get from charging for service calls (including I suppose calls from potential new subscribers) will be channelled into keeping subscription costs down. That's good to know. Wouldn't want someone just pocketing it as extra profit.

Still seems a bit hard though, on someone who's magazine deliveries have ceased mid-subscription, being charged to get the error rectified (by the entity committing the error at that!)

I think this is a thread which most did not realise the subject until half way and then it became an opportunity for people to empty their spleen of all their issues about what MIGHT happen.

Come on folks - I think you are better than this - let us keep a sense of proportion. I think it is just a new number to ring - remember over 100 people in England will be told by a doctor they have cancer on Monday!

As a few folk have kindly acknowledged, I have nothing to do with the decisions on charging.I suspect it is part of the 'bundle' the new company offers and is intended to direct as many enquiries as possible to email/online and helps keep their costs affordable to the publisher.

I do know this is seen by MTM as a move to a 'premium service' (although the old company deals with some of the best known titles...) and has been driven by susbcriber 'feedback'.

My sincere hope is that the change of subscription fulfilment company will cause a drastic reduction in the problems that have led to susbcribers needing to get in touch.

As for Kwil's suggestion, I could not possibly comment...

Neil