How is your mobile company treating you right now?
Nearly all of us have brand loyalties, even those who insist that marketing has never, ever influenced any purchase they've ever made. Few people will buy based solely on cost; whether we want to be associated with a particular brand, or whether we've had a positive experience of a product, we tend to find stuff we like and we keep on buying it.
Hip-deep in a recession however, we can't be as choosy. And depending on your usage, a mobile phone can rack up your monthly expenses to the point where you might consider doing without. So what, if anything are mobile phone companies doing to retain our custom?
We'd like to hear your accounts of whether of how you've been treated recently; were customer services unapologetically helpful or were you left gobsmacked by their inflexibility? We'd like to know how operators are playing the recession, after reading what HUKD forum member unseenangelwings had to say concerning T-Mobile:
After being told they couldn't offer me the same deal I'd been getting for 2 years, T-Mobile gave me... wait for it... £5pm discount on my tariff, after increasing it by £10.
I've been with them for about 10 years so I told them I'd find a better deal. Today, a great deal by T-Mobile appeared (100mins + 100 texts with a new Nokia 5800 for £15) so I called them and asked for the upgrade on the phone.
They told me they wouldn't do it because I hadn't spent enough with them lately (i.e I'd not topped up over my contracted minutes). I explained that the offer was with T-Mobile, I was due an upgrade and was spending more money per month, but they still said no. I've now got to cancel my 10 year contract and start up a new one. I then asked them if I could keep my number since I was staying with T-Mobile and they said no.
While the use of PAC codes in transferring numbers from network to another is well understood, the inability to transfer mobile numbers from one contract to another while staying on the same network is rarely explained; it seems to be a remnant of a dated business model that forces customer to upgrade rather than switch contracts.
There may be some detail missing from this tale, but it does seem that T-Mobile are making life more difficult for this customer than it need be. Others in the HUKD forums tell similar stories.
What's your experience of mobile companies in the current climate? Are you finding them easier or harder to deal with right now? And do you think they should changing their ways and adapting to the current market conditions?