Mobile service provider makes good use of instant messenger, shame about the deal

My mobile contract is up for renewal. So I thought I would contact my provider and try and get a better deal. After 10 years with the supplier and currently paying too much per month, in my opinion, I thought I would get a good offer.

Anyway I must complement the supplier’s use of instant messaging to talk to customers. It worked really well. They knew who I was so had all the information at hand and I was able to take my time to give them the information they required. It allowed me to spend a few minutes to think about my answers. It was far less painful than a long telephone conversation but unlike email it was real-time.

The front and base of the iPhone 3GS.

Image via Wikipedia

I write a lot about the use of technology in contact centers but it is good to have a positive experience as a customer. Shame I couldn’t get the deal I wanted but it wasn’t a painful experience trying.

The full interaction is below with names changed:

Welcome to (supplier name). Someone will be with you soon.

You’re through to Agent.

Agent: Hi I’m (supplier name) – Agent. How can I help?

Karl Flinders: My contract is up at the start of next month. I currently pay £35 per month. I want to bring this down to £20. If I stay with supplier what are the phones and contracts I could switch to?

Agent: I’ll be happy to help you.

Agent: Please can you tell me the 3rd and 4th character of the answer to your security question?

Karl Flinders: ******************

Agent: Thanks for the information. Please give me a few minutes while I check this for you.

Agent: I see that you can upgrade your contract now.

Agent: Would you like to do the same?

Karl Flinders: I am thinking about leaving because £35 is too expensive. I want to pay £20 per month.

Agent: Please stay connected, while I transfer the chat to the concerned department and they’ll help you with your concern. (help we are losing a customer)

We’re putting you through to the right person, won’t be long.
You’re through to Agent.

Agent: One moment please while I get your account details.

Agent: Thanks for waiting. I can have a look at that for you.

Agent: Do you’ve any phone in mind?

Karl Flinders: iPhone

Agent: May I ask which model of an iPhone?

Karl Flinders: What’s the best you can offer

Agent: I’ll see what best we’ve for you. May I ask what you’ve been offered with another provider?

Karl Flinders: iPhone 4s 24 month contract – unlimited internet – 2000 minutes to any network – unlimited text – £99 for handset – £25 per month – with (other supplier)

Agent: Looks like a good deal. Did you get this deal over the phone, in store or on (supplier) website?

Karl Flinders: over the phone

Agent: Thanks for the information. Let me see what best we’ve for you
.
Agent: I’ve just checked it on other supplier website and I see they’re doing this deal with £35.00 per month.

Agent: Let me see what we’ve for £20.00 per month. Can you tell me, if your current usage is going to change?

Karl Flinders: No

Karl Flinders: It is not going to change

Agent: Okay. Your average usage over last 3 months is 130 minutes and 304 MB internet.

Karl Flinders: It will vary but not a great deal

Agent: I’m just checking the best suitable deal for you.

Agent: Thanks for your patience.

Agent: I’m sorry for the delay, my system froze on me. (Whoops)

Agent: I can offer you £21.50 per month for 100 minutes, 500 texts, 20 mms, 500 mb and unlimited Wi-Fi on 24 months.

Agent: One off cost for the handset will be £238.00 for you.

Karl Flinders: not enough minutes or data and how much is the handset? What type of handset? You said I use more minutes already so what’s the point in that?

Agent: As you’ve been with us for many years, I could give extra 200 minutes to cover your use.

Agent: It’s an iPhone 4S 16 GB.

Karl Flinders: What iPhone can I have for free? – my last one was free

Agent: Let me have a look at that for you.

Agent: An iPhone 3Gs 8 GB will be free with this deal, but it only includes 100 minutes.

Agent: I could do £59.68 for an iPhone 4 8GB with £27.00 per month for you.

Karl Flinders: How many minutes does my current deal have? I will need at least 300 minutes to any network

Agent: Your current tariff gives you 600 minutes.

Agent: £27.00 per month tariff offers 200 minutes, unlimited texts, 20 mms, 500 mb and unlimited Wi-Fi on 24 months.

Karl Flinders: 300 minutes is the minimum and £25 per month is the maximum

Agent: Looks like the best I could do is £25.00 per month for first 18 months (with £2.00 line rental discount for 18 months) and after that £27.00 per month.

Agent: You can lower your tariff down once in the contract and you can do this half way through your contract term.

Agent: One off cost for the handset will go up by £99.99.

Agent: I mean an iPhone 4 8 GB*

Agent: Along with this deal, I’ll also give you an option to choose any one of the free and unlimited Bolt Ons- Unlimited supplier to supplier calls, unlimited landline calls, unlimited weekend calls or extra 200 minutes.

Karl Flinders: What if I go iPhone 3Gs?

Agent: I’m just checking it for you.

Agent: Thanks for waiting. Looks like iPhone 3Gs is free with £27.00 per month, but I cannot reduce the monthly line rental.

Karl Flinders: How many minutes would that be?

Agent: It’ll only give you 200 minutes, unlimited texts, 20 mms, 500 mb and unlimited Wi-Fi.

Agent: I’d suggest you an iPhone 4 8GB deal as it works out cheaper and tailored to your need.

Karl Flinders: but there are enough minutes

Karl Flinders: not enough minutes that should have said

Agent: Your average use is 130 minutes. If you keep an eye on your allowance, I’m sure you could get away with 200 minutes.

Agent: I still give you an option to choose any one of the free and unlimited Bolt Ons- Unlimited supplier to supplier calls, unlimited landline calls, unlimited weekend calls or extra 200 minutes.

Karl Flinders: It is too risky – I would need 300. I don’t want to pay more than £25 per month. Do I have to select the bolt-on each month or can I select the 200 extra minutes for the entire contract in one go?

Agent: You could select 200 minutes for the entire contract length.

Karl Flinders: So 400 minutes?

Agent: You’re absolutely correct.

Karl Flinders: Is that to any network?

Agent: You’re absolutely correct.

Karl Flinders: OK – are you offering me a free phone (3Gs), 400 minutes (200 per month bolt-on, 500MB? What else and how much?

Agent: I’m sorry, if I haven’t made myself clear.

Karl Flinders: please do

Agent: The system only allows me to give extra 200 minutes with an iPhone 4 8GB deal.

Karl Flinders: But the bolt-on gives me an extra 200?

Agent: You’re right. But system d oesn’t allow me to add this Bolt On with iPhone 3Gs deal. I can’t get a better deal unfortunately on that.

Agent: With iPhone 4 8GB, I could make it £25.00 for first 18 months and £27.00 after that.
Agent: I could also give you extra 200 minutes.

Agent: One off cost for the phone will be £99.99 which will be added on your next bill dated 6 March 2012.

Agent: Did you know that you could trade in your old phone with supplier recycle and put the money towards your new phone?

Karl Flinders: Thanks for your help but I am going to continue to shop around.

Agent: Okay. Would you want me to save this deal on your account?

Karl Flinders: Please tell me the final details of your best offer as I have got a bit lost during the conversation’s many turns.

Agent: Sorry about that, I’ll help you with the details.

Agent: Can I ask if you could like to go for an iPhone 3Gs or 4 8GB?

Agent: would*

Karl Flinders: 3Gs is ok if it costs less and gives me the minutes and internet I need

Agent: iPhone 3Gs will be free for £27.00 per month and it gives you 200 minutes, unlimited texts, 20 mms, 500 mb and unlimited Wi-Fi.

Agent: This is the best that we’ve for you.

Karl Flinders: Is there a bolt-on?

Agent: The system doesn’t offer any extra Bolt Ons with this deal, I’m sorry.

Karl Flinders: Ok. You can save this offer on my contract but it is not very good so I expect I will switch provider.

Agent: But, I could offer you an iPhone 4 8GB for £25.00 per month (for first 18 months and £27.00 per month after that). One off cost for an iPhone 4 8GB for £99.99.

Agent: It gives you 200 minutes, unlimited texts, 20 mms, 500 mb and unlimited Wi-Fi.

Agent: The system also gives me an option to offer you extra 200 minutes with this deal.

Karl Flinders: For example: http://store.three.co.uk/view/product/ql_catalog/threecatdevice/2105?priceplan=PAY_MONTHLY

Agent: I’ve looked at the deals. Those are very good deals, but I can’t get a better deal unfortunately on that (iPhone 3Gs).

Karl Flinders: OK – that was without even negotiations – it is a standard offer

Agent: I agree. Why not go with an iPhone 4 8GB which works out to be much cheaper than the actual deal?

Agent: For you I could do better deals with an iPhone 4 8GB and the phone is lot better than an iPhone 3Gs.

Agent: I haven’t heard from you for a while. Are you still there?

Karl Flinders: yes

Karl Flinders: So remind me what is the best 4 8GB deal you can offer

Agent: I could offer you an iPhone 4 8GB for £25.00 per month (for first 18 months and £27.00 per month after that). One off cost for an iPhone 4 8GB for £99.99.

Agent: It gives you 200 minutes, unlimited texts, 20 mms, 500 mb and unlimited Wi-Fi.

Agent: The system also gives me an option to offer you extra 200 minutes with this deal.

Karl Flinders: Thanks for your help. OK save that on your system if it is your best offer. I will be shopping around but I think I will find better value pretty easily.

Agent: Sure, I’ve saved these deals on your account.

Agent: Is there anything else I can help you with?

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