I have a very old iPhone 3GS. I'm quite keen to replace it with an iPhone 5. I approached my service provider online. They have a chat system for immediate service. Here's the transcript of our conversation.
for choosing [mobile service provider]. Please wait for a site operator to respond.
to [Operator's Name]
Me: Hi [Operator's Name]. I'm an existing [mobile service provider] customer with a very old iPhone and I'd like to
upgrade to an iPhone 5 
there, I'm an Online Sales Support rep.
do we start?
me help you getting one.
provide me your mobile number.
I can have your full name, billing address and DOB, I can look into the account
of birth provided]
for providing the information.
checked and found that you are eligible for free upgrade. 
do I do?
can upgrade for a new iPhone 5 with out paying any upgrade fee. 
let me know the plan you like along with the iPhone 5.
there one similar to the plan I'm on? 
me check your current plan.
like the $80 per month because it includes 2GB of data.
see that you are currently on a $59.00 plan. 
to consider data a concern.
will offer you 1 GB free data every month.
does this sound.
sounds great. Can I have that free data and remain on a $59 monthly plan? 
$59.00 plan no longer exists.
have $60.00 plan instead.
sounds good. So I'd effectively have 2.5GB of included Data?
I hope this saved you spend.
think it will. Thank you.
are most welcome.
do I do next? Do you send a phone out to me?
the handset along with the SIM will be sent to your door step.
will not be charged for delivery.
you very much.
are most welcome.
do I ensure I don't lose data like phone calls and messages from my current
will be receiving alerts based on your usage.
will help you plan your data usage further.
you. I am referring to address book information and other information currently
stored in my phone.
there an easy way to ensure none of that is lost?
to worry at all.
will be making a note in your account stating all the offers that was offered.
I eligible for the 8000 frequent flyer points bonus?
you are eligible for 8000 QFF poins as well.
am very pleased indeed.
sir, are most welcome.
for your appreciation.
may I expect the new handset to arrive?
new Handset along with the suitable Nano SIM will be delivered in 3-5 business
all good to proceed to process the order?
would like to know your preferred colour of the handset and the storage as
you need anything else?
would require your email and shipping address.
for providing the information.
you for being most helpful
would like to be helpful to our customers.
you wish to add on an Insurance to your handset?
much extra will it be?
month, I mean
will cost you $13.99/month.
I will add insurance.
an good idea.
there anything else I should know?
is almost done.
will have to accept the Critical Information Summary.
CIS outlines you the plan inclusions and pricing details.
will appear next to your chat box.
for it to appear
accept the CIS that is sent to you.
see the handset costs $11. How much would change (price etc) if I wanted a 32GB
or 64GB phone?
you go for 32 GB handset the fee will be $15.00/month.
when you say 'free upgrade', I'm still paying for the phone.
part of this transaction is 'free'?
meant to say that you are eligible for free upgrade.
That means you will be not paying any fee to upgrade the contract.
contract was for two years, and it ended.
not actually giving me anything for free.
few customers will not be eligible for free upgrade, they will have to pay the
upgrade fee and proceed with the upgrade.
ones who are upgrading before their contract ended?
have to decline. You've not given me anything for free. You've not rewarded my
loyalty at this time.
been very polite about it though.
me offer you $100.00 credit.
me offer you, I'm going to consider my other options with other service
providers. Let me offer you, be honest up front. You almost had me.
am sorry for any misunderstanding in this interaction.
apologize if it is my mistake.
sorry I let you waste half an hour of my time.
Two days later my iPhone 3GS mysteriously died.
So who can tell me which company does the best deal on a 64GB iPhone 5?
I should be able to get one for free once the rumoured iPhone 5S finally appears, right?
1: Note my use of the word 'upgrade' relating to my intention to procure an iPhone 5. At this stage, I'm happy to purchase one.
joy! Did you hear that? I want to upgrade to an iPhone 5. My service
provider tells me I can - for no charge! You know what I thought he
meant. You thought the same thing initially, didn't you - unless you
work for my service provider, or share my service provider and have been
in my position.
3: It clearly sounds like I'm being offered a free iPhone 5.
4: I'm not actually on a plan; my last one expired. I'm still billed at the same rate, but I now own my own handset, and could take it to a new service provider and get on a cheaper plan. Or pay as I go. I've just been too lazy. And I figure, if I go back to this service provider, they may even reward my loyalty.
5: But I'm not really on a plan though.
6: Still not on a plan though.