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Thread: Do T-mobile have a Retentions department?

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    Do T-mobile have a Retentions department?

    Hi all

    Just T-mobile to try for an upgrade to a Nokia N95, and the (very polite, friendly and honest) customer services lady quoted me exactly the same prices as if I was a new customer - £60 on Flext 35+WnW, £170 on Flext25+WnW.

    Obviously I'm very disappointed - I'm out of contract and I know that existing customers have always been treated badly compared to new ones, but I thought things had got better since the last time I tried to upgrade!

    So do T-mobile have a specific Retentions department who get to offer better deals? Or is this the best they're gonna do...?

    Ta

    DM

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    Treasure Hunter extraordinaire herulach's Avatar
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    Yes they do, however, I've always got pretty decent deals from them, although i think you'll struggle to get it an n95 for free if youre only going for a £35/month contract.

    You may have already done so, but id also seriously consider a vario2/compact 3, as both are far better at being a smartphone, and not that much bigger (if you arent getting wnw dont bother though)

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    Registered+ Zathras's Avatar
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    Yeah, ask to cancel your contract or better for a PAC number and they'll soon offer you better deals. Good thing about asking for a PAC is that it doesn't definitely cancel your contract, so if they really don't play ball and you end up getting your PAC, you can just not use it.

    IIRC (from working there in the dim/distant) they do take into account your mobile bills over the last three months to work out how much you spend and hence what sort of discount they can give you to keep you. If you never go over your minutes you won't get as good a discount as someone who racks up quite a large bill.

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    Does he need a reason? Funkstar's Avatar
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    Quote Originally Posted by Zathras View Post
    If you never go over your minutes you won't get as good a discount as someone who racks up quite a large bill.
    Another factor to considder is not using your minutes or texts at all

    I got a great deal on my P990 last November. They said i was a valued customer (yeah right) and halved my rental. I think it is because although i get 200 minutes and 200 texs i barely use them. The only time my bill has extras on it is when i'm overseas.

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    At a shop in London, I got mine for £40 with Flext 35 + WnW Plus (£47.50pm). The screen said £50 - £10 (Carphone warehouse pricematch).

    See if your local carphone warehouse are doing it any cheaper ?
    All Hail the AACS : 09 F9 11 02 9D 74 E3 5B D8 41 56 C5 63 56 88 C0

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    PEN
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    Yea, Carphone warehouse were doing deals on it last week when I was in store.

    hth

    PEN

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    Cheers guys! I don't go over my mins and data, but I'm currently on a half-price line rental for life deal and whatever deal I take I'm going to lose that, so to me I'm disappointed I'm not getting a better offer because basically I am about to double the line rental I already pay them - but they don't seem to take that into account.

    Still, I'll go wander to a local CPW later...

    ...althought I thought that buying it from a shop wasn't a good idea since you don't get the 14 days to return it? And you don't get the 7 day distance selling regulations either?

    DM

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    No joy in the London Bridge CPW, all they would do is phone T-mobile and speak to them to see what I could be offered. Which wasn't what I was expecting...

    I said I've already called T-mobile, would you get a different answer? and they said no..

    NO ONE WANTS ME!

    DM

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    Youre on a half-price line rental for life. That was a special deal. Right now youre not generating much revenue for the network youre on. Hence youre not a very desirable customer to have.

    If you accept that you wont be getting any more half-price deal and just hunt for good deals taking current situations into account, you might be able to find something that might meet your requirements.
    All Hail the AACS : 09 F9 11 02 9D 74 E3 5B D8 41 56 C5 63 56 88 C0

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    Er, yeah - as I said - I'm happy to pay them twice as much as I am now so they'll be getting lots more revenue from me, I don't expect to keep the half price deal. Nor do I expect to get an N95 for anything like free.

    BUT it would be nice, as an existing customer, to get a better offer than they offer a completely new customer. As I said, not expecting it for free. But I can get it cheaper on Orange.

    AND I don't see the point in purchasing my upgrade via CPW when they said all they're going to do is make the same call to T-mobile that I would.

    I think I'm being very realistic... anyway, going to a T-mobile shop at lunch, showing them I can get it for £15 on a £35 Orange tariff, see what happens.

    DM

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    Quote Originally Posted by dancingmatt View Post
    Hi all

    Just T-mobile to try for an upgrade to a Nokia N95, and the (very polite, friendly and honest) customer services lady quoted me exactly the same prices as if I was a new customer - £60 on Flext 35+WnW, £170 on Flext25+WnW.

    Obviously I'm very disappointed - I'm out of contract and I know that existing customers have always been treated badly compared to new ones, but I thought things had got better since the last time I tried to upgrade!

    So do T-mobile have a specific Retentions department who get to offer better deals? Or is this the best they're gonna do...?

    Ta

    DM
    Its all to do with your worth to T-Mobile as a customer, the N95 is an expensive phone, and if the cost of the phone + costs to run the network + the money you spend could, potentially, mean that you wont pay back the cost of the phone over the life of your contract.
    Coming in as a 'new' customer would mean your spending habits arent known, thus the chance to get a better deal, the days of everyone getting a free hi-spec phone where you dont spend much per month are long gone unfortunatley.
    You will now also have 2 memos on your account, one from your first call in and the second from CPW all saying the same thing, but yes, there is a specific Retentions team

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