I just ordered an upgrade for my current phone. I'm sticking with the Orange SmartPhone product line (which is merely a re-branding of HTC hardware) but taking an upgrade to the E650. It has a larger 2.4" screen, 2 mega-pixel digital camera, Windows Mobile 6, and a slide-out Qwerty keyboard. (Alas, they don't have a Dvorak option.)
Getting the upgrade was not as easy as it should be, partly because I'm on an O2 equivalent plan (through the Orange Value Promise offering) in an attempt to reduce the monthly contract charge for my phone, which I use fairly lightly.
Customer Service: Upgrades
I called Orange and the upgrades department told me my desired phone would cost £59. I told them that I'd been a customer for six years, and was now running two years out of contract, having taken no upgrades. I think after three years of "paying off my handset" with the monthly contract rates I'm entitled to an upgrade. The representative said it was based on my past six months of usage only. (So having only two handsets over my six contract years with Orange didn't make any difference!)
"You're telling me that after six years with Orange and two years being out of contract you want me to pay £70 for an upgrade? Ok, in that case I'd like to speak to someone who can help me switch to one of your competitors."
He warned that there was a 20 minute wait and offered to call me back (what, too many people trying to disconnect at the same time?! hah). Half-expecting not to ever get a call back I was pleasantly surprised when I did, only 10 or 15 minutes later.
Customer Service: Disconnections
The woman barely let me finish my spiel about how loyal a customer I am, and how one of her colleagues had just informed me that there was absolutely no way for me to get this phone for less than £69.99.
"Not necessarily. Let me see... Since you're a low usage customer we can offer you..."
She proceeded to detail a contract that featured monthly minutes and text allocations that were an order of magnitude greater than my current contract, yet for a cheaper monthly cost; and I'd get the E650 for free.
"What is this plan called? Is it listed on your website or anything?"
"It's called the Generic £15 plan; It's not listed anywhere; It's specially tailored, just for you."
(Yeah right, it's tailored just for me and any other customer who's about to leave. But hey, I'm not complaining!)
Now we're talking
I was hoping just for a free phone... and I didn't think it would be that easy either! The monthly cost reduction was a nice bonus, and the extra minutes/texts will ensure I never exceed my monthly allocation.
I get the phone I want, and reduce my monthly outgoings; they get to keep me as a customer. It's a win-win situation both ways.
Moral of the story
Drive a hard bargain with your mobile carrier, especially when it comes to renewals. Don't bother with the upgrades department; go straight to disconnections (internally named "customer retention") — they are the ones with the power to offer you un-advertised upgrade options and contract plans.
With the increasing maturity of the mobile phone market, providers will only get more competitive in their strategies to snatch customers from the competition, and to then retain them.
