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.
Thank you
for choosing [mobile service provider]. Please wait for a site operator to respond.
Connected
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 [1]
Me: Hello?
Operator: Hi
there, I'm an Online Sales Support rep.
Me: Cool.
Me: Where
do we start?
Operator: Let
me help you getting one.
Operator: Please
provide me your mobile number.
Me: [number
provided]
Operator: If
I can have your full name, billing address and DOB, I can look into the account
for you.
Me: [name
provided]
Me: [address
provided]
Me: [date
of birth provided]
Operator: Thanks
for providing the information.
Operator: I
checked and found that you are eligible for free upgrade. [2]
Me: Excellent.
Me: What
do I do?
Operator: You
can upgrade for a new iPhone 5 with out paying any upgrade fee. [3]
Operator: Please
let me know the plan you like along with the iPhone 5.
Me: Is
there one similar to the plan I'm on? [4]
Operator: Let
me check your current plan.
Me: I
like the $80 per month because it includes 2GB of data.
Operator: I
see that you are currently on a $59.00 plan. [5]
Operator: Not
to consider data a concern.
Operator: I
will offer you 1 GB free data every month.
Operator: How
does this sound.
Me: That
sounds great. Can I have that free data and remain on a $59 monthly plan? [6]
Operator: The
$59.00 plan no longer exists.
Operator: We
have $60.00 plan instead.
Me: That
sounds good. So I'd effectively have 2.5GB of included Data?
Operator: Yes.
I hope this saved you spend.
Me: I
think it will. Thank you.
Operator: You
are most welcome.
Me: What
do I do next? Do you send a phone out to me?
Operator: Yes,
the handset along with the SIM will be sent to your door step.
Operator: You
will not be charged for delivery.
Me: Thank
you very much.
Operator: You
are most welcome.
Me: How
do I ensure I don't lose data like phone calls and messages from my current
phone?
Operator: Not
to worry.
Operator: You
will be receiving alerts based on your usage.
Operator: This
will help you plan your data usage further.
Me: Thank
you. I am referring to address book information and other information currently
stored in my phone.
Operator: Yes,
please.
Me: Is
there an easy way to ensure none of that is lost?
Operator: Not
to worry at all.
Me: Thank
you.
Operator: I
will be making a note in your account stating all the offers that was offered.
Me: One
final question
Me: Am
I eligible for the 8000 frequent flyer points bonus?
Operator: Please
proceed.
Operator: Yes,
you are eligible for 8000 QFF poins as well.
Me: I
am very pleased indeed.
Operator: Thanks.
Me: You,
sir, are most welcome.
Operator: Thanks
for your appreciation.
Me: When
may I expect the new handset to arrive?
Operator: The
new Handset along with the suitable Nano SIM will be delivered in 3-5 business
days.
Me: Thank
you.
Operator: You
are welcome.
Operator: Is
all good to proceed to process the order?
Me: Yes
please.
Operator: I
would like to know your preferred colour of the handset and the storage as
well.
Me: Black,
please
Operator: Okay.
Me: Do
you need anything else?
Operator: I
would require your email and shipping address.
Me: [shipping
address provided]
Me: [email
address provided]
Operator: Thanks
for providing the information.
Me: Thank
you for being most helpful
Operator: You
are welcome.
Operator: We
would like to be helpful to our customers.
Operator: Do
you wish to add on an Insurance to your handset?
Me: How
much extra will it be?
Me: Per
month, I mean
Operator: It
will cost you $13.99/month.
Me: Yes,
I will add insurance.
Operator: Thats
an good idea.
Me: Is
there anything else I should know?
Operator: It
is almost done.
Operator: You
will have to accept the Critical Information Summary.
Operator: The
CIS outlines you the plan inclusions and pricing details.
Operator: This
will appear next to your chat box.
Me: okay
Me: Waiting
for it to appear
Operator: Please
accept the CIS that is sent to you.
Me: I
see the handset costs $11. How much would change (price etc) if I wanted a 32GB
or 64GB phone?
Operator: If
you go for 32 GB handset the fee will be $15.00/month.
Me: So
when you say 'free upgrade', I'm still paying for the phone.
Me: Which
part of this transaction is 'free'?
Operator: I
meant to say that you are eligible for free upgrade.
That means you will be not paying any fee to upgrade the contract.
Me: My
contract was for two years, and it ended.
Me: You're
not actually giving me anything for free.
Operator: As
few customers will not be eligible for free upgrade, they will have to pay the
upgrade fee and proceed with the upgrade.
Me: The
ones who are upgrading before their contract ended?
Operator: Yes,
correct.
Me: I
have to decline. You've not given me anything for free. You've not rewarded my
loyalty at this time.
Me: You've
been very polite about it though.
Operator: Let
me offer you $100.00 credit.
Me: Let
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.
Operator: I
am sorry for any misunderstanding in this interaction.
Operator: I
apologize if it is my mistake.
Me: I'm
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?
Footnotes:
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.
2: Oh
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.