Thought I would share my tale of win when getting my galaxy note. Slight wall of text but worth it.
my t-moble renew (been with them now for 12 years) was up so i was going to get a deal from mymobilephones.net for the galaxy note, it was:
100 cross-network mins + Unlimited texts + 750MB Mobile Internet Browsing • 24 months
£ 21.00 a month + free phone
but a bit worried about their reputation so i call up t-mobile uk customer services and explained I wanted this deal matched because I dont care about talking minutes and ask if they can match it directly. what should of happened was them saying no, sorry we cant.
but this is what happened...
her best offer was:
1000 cross-network mins + unlimited texts + unlimited internet (full monty which im sure is speed capped at 1mb?)
24months
£36 a month + free phone
1 hour 30mins later I’m screaming down the phone because this stupid foreign women isn’t listening to me, keeps talking over me and she keeps offering me deals above what I’ve explained to her and doesn’t understand all I want is a yes or no answer if they can match the deal and instead she calls me a liar and precedes to tell me there is no such deal available online anywhere.
so I ask to be put through to retentions, which she does; it just takes her 15 minutes to do it. she then hot swaps (transferring to someone else without explaining anything to the person your transferring too) me to retentions with me still on the line and then again transfers retentions to another retentions adviser. at which point they both take the p1ss out off said customer adviser calling her all sorts (they are British) i announce im still on the line and apology’s are made blah blah blah. a few mins later I’m told they cant match the price and im cool with that and go through the cancellation process.
done.
5 mins later get a call from the manager of the retentions department, full of apology’s for this instance and others over the years (every time i call them up i end up through to retentions due to bad 1st/2nd line support) and tells me that they can match the deal for me since ive been with them for so long, valued customer etc etc. the deal he offers me is:
300 cross-network mins + premium numbers + Unlimited texts + 750MB Mobile Internet Browsing • 24 months
£ 21.50 a month + free phone (black galaxy note)
get that all set up, ask if I can have white version and told only black is available which is fine. arrange delivery, gives me his email and am told whenever and whatever i need i am to contact him directly and bypass 1st/2nd line support.
get off phone, very happy and satisfied with not only the service from the two members of the retentions department but also I got the deal I wanted and more.
5 mins later another call, am now told the white is available from the suppliers and i can have it.
Being delivered tomorrow.
it pays to complain it seems
my t-moble renew (been with them now for 12 years) was up so i was going to get a deal from mymobilephones.net for the galaxy note, it was:
100 cross-network mins + Unlimited texts + 750MB Mobile Internet Browsing • 24 months
£ 21.00 a month + free phone
but a bit worried about their reputation so i call up t-mobile uk customer services and explained I wanted this deal matched because I dont care about talking minutes and ask if they can match it directly. what should of happened was them saying no, sorry we cant.
but this is what happened...
her best offer was:
1000 cross-network mins + unlimited texts + unlimited internet (full monty which im sure is speed capped at 1mb?)
24months
£36 a month + free phone
1 hour 30mins later I’m screaming down the phone because this stupid foreign women isn’t listening to me, keeps talking over me and she keeps offering me deals above what I’ve explained to her and doesn’t understand all I want is a yes or no answer if they can match the deal and instead she calls me a liar and precedes to tell me there is no such deal available online anywhere.
so I ask to be put through to retentions, which she does; it just takes her 15 minutes to do it. she then hot swaps (transferring to someone else without explaining anything to the person your transferring too) me to retentions with me still on the line and then again transfers retentions to another retentions adviser. at which point they both take the p1ss out off said customer adviser calling her all sorts (they are British) i announce im still on the line and apology’s are made blah blah blah. a few mins later I’m told they cant match the price and im cool with that and go through the cancellation process.
done.
5 mins later get a call from the manager of the retentions department, full of apology’s for this instance and others over the years (every time i call them up i end up through to retentions due to bad 1st/2nd line support) and tells me that they can match the deal for me since ive been with them for so long, valued customer etc etc. the deal he offers me is:
300 cross-network mins + premium numbers + Unlimited texts + 750MB Mobile Internet Browsing • 24 months
£ 21.50 a month + free phone (black galaxy note)
get that all set up, ask if I can have white version and told only black is available which is fine. arrange delivery, gives me his email and am told whenever and whatever i need i am to contact him directly and bypass 1st/2nd line support.
get off phone, very happy and satisfied with not only the service from the two members of the retentions department but also I got the deal I wanted and more.
5 mins later another call, am now told the white is available from the suppliers and i can have it.
Being delivered tomorrow.
it pays to complain it seems
