I posted on here (or modaco) before about my experiences when the Vario II was first released - I phoned up as a 'new' customer for the Vario II on Flext35 WnW and was quoted ?40 for the handset.
I've been with T-Mob since the One2One days, spending around ?60-?80 a month. I've been out of committment for 8 months now, waiting for the Vario II. So when I called to upgrade my price plan to Flext35 Wnw, with a Vario II they quoted me...?240!
Hang on, new customer, ?40 - old customer, spends lots of money, ?240? How does that work. I was mighty miffed.
Since then, due T-Mobiles bizarre customer retention practices, I have decided to move to an O2 business plan, and get the phone of my dreams inluded in a deal from expansys.
So I phoned T-Mob to get my PAC code today...transferred to the 'loyalty' team. Now suddenly they can do a deal for me. "Customer Services aren't able to give bigger discounts to upgrades, you should have transferred to us" they said. "How do I know to ask to transfer to you to get a better deal" I asked. "Well, they will transfer you to us when you ask for a PAC code, or ask to cancel your contract".
"So you only offer discounts to people who threaten to leave?" I asked in disbelief.
"Customer services are unable to offer the discounts we are, you should have asked to talk to us" they repeated.
"And I only get to talk to you if I threaten to leave or cancel?" and the conversation would have gone round in circles ad infinitum.
Anyway, so we get to the deal. (I've already bought my alternative and signed a contract with O2, so even if he offers to give me the phone I'm not staying with T-Mob.)
"I can give you the Vario II on Flext35 WnW for ?90, that is a discount of ?150 off the price you were quoted by customer services".
"Erm, but that is still ?50 more than a new customer"
"Its a great deal, that saves you another ?150"
"Except, if I was a new customer, I'd only be paying ?40 for it"
"But you're an existing customer upgrading, that's why is costs more"
WHAT!?! Why the hell should loyalty be rewarded with higher prices? The guy just didnt want to give me a PAC. He STILL wanted me to pay more than a new customer.
All I can say is, to those enjoying their new Vario II and 18 month Flext contracts...get ready to port your PACs out, coz you ain't going to get a deal from T-Mob when the Vario 4 is available to upgrade...
I just can't get my head around why an upgrade is more expensive than a new contract. Does this make ANY sense to anyone?