The Diary Room

[Ms Thrifty]

I think unfortunately it's the way a lot of companies operate now: they don't care about retaining your loyalty through good service but only by offering you something when you threaten to leave. Actually I have always had excellent service from T-Mobile (crap coverage, though), but their automated system offers you the option "If you are thinking of leaving T-mobile" right at the start of the menu! What does that say about their attitude and/or what they expect from their customers?

OH often complains about companies where the staff won't take responsibility for anything if it's not their department. He maintains that in every job he has ever had, regardless of whether it was really for him to deal with, if someone rang up with a query or problem, he would undertake to deal with it or ensure that someone else did, and that this is merely good business practice.

With insurance, many companies seem to rely on customers renewing without shopping around, but shopping around requires a lot of time and effort, too. Price comparison websites are useless if you can't answer a particular question or the options don't fit your circumstances, as then you can't proceed. I've got to do mine again any day now and am thinking of just giving up and sticking with my current insurer.

[destresserai]

I've got to do mine again any day now and am thinking of just giving up and sticking with my current insurer.

I would maybe blag it if you are going to stay with your current insurer. Ring them and say you have got two quotes cheaper than theirs and can they review the renewal they have sent. If they say no you could always say "okay - whilst I am not completely satisfied with the price, on this occasion I will renew as overall the service has been okay but I will definitely be looking at other companies in more detail next time around as I feel you may not be offering me the best competitive prices."

[Ms Thrifty]

Yes, that is actually what I was thinking of doing, though it wouldn't be entirely untrue as I did get one cheaper quotation. It is so hard to compare like with like, though, when it comes to insurance, as each company has a different excess and some include things whereas others charge extra. They also seem to expect you to make a decision on the spot when you get a 'phone quotation, whereas I want them to post it to me so I can see for myself and compare it with others. They can't seriously believe that you remember everything or have time to write it down as they're talking!

[anakin]

I hate renewing car insurance. However, I have stuck with Virgin for a while now because (a) in my first year with them they sent me a birthday card (ok not the main reason, but it was the best card I got that year and was personalised to me on the front) (b) they don't charge interest on monthly payments (c) they were amazingly good when I had an accident (not my fault!!!) (d) even though they're not the very cheapest, it's certainly one of the cheapest well known names (not just brands, but insurer names too) and even though I do look around I call as soon as I get my renewal notice and they'll knock a bit more off.

Service does count for so much - I wonder whether I'll get some money off for this recommendation

PS They even gave me a bit of a refund (well, lowered my monthly payments) when I put my hubby on my insurance. Go figure...

PPS had AWFUL service one too many times from T-Mobile... I finally after 10 years moved to Orange... ok service, not needed much, but now I hear they're merginf with T-Mobile.... all that effort..............

[a_person]

PPS had AWFUL service one too many times from T-Mobile... I finally after 10 years moved to Orange... ok service, not needed much, but now I hear they're merginf with T-Mobile.... all that effort..............

No way, good thing you know T-mobile and Orange have merged together! So you are in some sense still with them! What a waste of effort! If you can get out of your contract do so! I've heard orange are really difficult to leave though.... I have also had awful service with them. My phone bills with them are at least £50 per month! Yet they decide to give crap service. I guess it's a good thing I will be moving to o2 soon with the rest of my phone lines - more pricey but better service. (And they knock off £2.50 on my internet!)

I hate renewing car insurance. However, I have stuck with Virgin for a while now because (a) in my first year with them they sent me a birthday card (ok not the main reason, but it was the best card I got that year and was personalised to me on the front) (b) they don't charge interest on monthly payments (c) they were amazingly good when I had an accident (not my fault!!!) (d) even though they're not the very cheapest, it's certainly one of the cheapest well known names (not just brands, but insurer names too) and even though I do look around I call as soon as I get my renewal notice and they'll knock a bit more off.

Service does count for so much - I wonder whether I'll get some money off for this recommendation

PS They even gave me a bit of a refund (well, lowered my monthly payments) when I put my hubby on my insurance. Go figure...

Me too! I absolutely HATE renewing insurance, internet, phones ! I just hate speaking and negotiating on the phone! (Also because I can get aggressive! )

Thanks for giving the heads up on virgin. I will see how low they are next time I b*y a car. I was with diamond and they were okay but not the best but have had helpful people on the phone. They wouldn't price match though even though AA was cheaper by almost £200 but I stayed with them because I heard such bad reviews for AA. Sometimes p*ying abit extra for good service makes it all that worthwhile!

[Ms Thrifty]

With any insurance, what you really want is a company that will handle it well in the unfortunate event that you have a claim. "Which?" magazine used to include this aspect in their ratings but ceased to do so some years ago and it's such a retrograde step. I've had two write-offs (not my fault; nowhere near car on either occasion and indeed, it was the fault of the garage the 2nd time) and both times it was a nightmare and took ages, albeit with different companies. There are more of them, too, now that so many household names nominally offer insurance (e.g. M & S, my current insurer), but don't actually provide it themselves. Now the same company will give two different quotations for identical circumstances, depending on whether you approach them directly or via another organisation.

As for T-Mobile, we've also been with them 10 years and are happy with our deal, if not the coverage. £5 per month each and we don't use most of our calls or texts. Shame voicemail is no longer free but we've cut down on that as a result. When I heard about the merger with Orange, I hoped the coverage would improve!

[anakin]

£5 a month??????!!!!!!?! OMG!!!! What does that get you? I suspect it wouldn't be enough for me (am always on the damn thing) but just curious, if you don't mind sharing.

Indeed, Virgin surprised me with how good they were post-accident. Quite laid back as well about how I ran my claim which was handy as that's what I wanted.

[AnneJ]

I have the same problem with my mobile, I'm with Orange, but whenever I go to my mum and dads house I get no signal at all, but there're both on T-mobile and get perfect signals!!! hoping this will improve when they merge

[anakin]

On a totally separate note, or not given that it's about customer service, have just been told that the order I'm supposed to collect on Saturday in Bristol is not possible as they're not open which is not what they told my sister. So annoyed. Now having to put my friends out to get it delivered to them the day before.

What are people so dumb that they can't remember what days they open?!

[Ms Thrifty]

£5 a month??????!!!!!!?! OMG!!!! What does that get you? I suspect it wouldn't be enough for me (am always on the damn thing) but just curious, if you don't mind sharing.

Sure: 100 any network minutes each and 100 texts each. Our calls are brief and we rarely text, though. Last time I renewed (a year ago now) I told them I wanted to cut the cost as we were p*ying for calls and text we didn't use, and that was on the basis of £10 per month each. So this was a big improvement - half the cost for the same amount of calls/texts. The only thing was that I had to agree to an 18-month tie-in instead of 12, but as we've never changed provider anyway, that wasn't an issue.