T-Mobile Removes their upgrades for existing customers.

shona_2

princessjessica08 wrote: »

Being T-mobile and coming up to christmas, it will be their 6 months loyalty christmas bonus that they did last year as well. It means they'll give you discount for 6 months, then after that time you can upgrade into a 12/18 month contract with discount and/or phone (depending on what they can offer you) Or just continue paying normal line rental until you decide to commit. It isn't a con, it's just a little no contract bonus.

Yeah, that was what they described it to me as... but quite fancied a new phone really...:(

lawbunny

Yes, it is a Christmas Loyalty Bonus Scheme, for 6 months only (no 12/18 months commitments).

I did check, and the upgrade rules have been changed. Unfortunately I do not work in the Retentions team so I don't know what the new rules are exactly.

emmalyn

I was due for upgrade in december but wasnt sure what phone to take, so the customer service lady at tmobile advised me that i can get £10 off while i think of what to do, I specifically asked her if this will be a new contract and she said no, i asked her twice.
So january 6th today i called tmobile to tell them i want to get an upgrade to a new phone and they have advised me that i am already on a new 18months contact as i agreed to £10 off which started me on a new 18months contract and i cannot get a new phone, i couldnt believe this .


I asked to speak to their manager and she said the same thing and i tried to tell her that their staff didnt inform me that i will be on a new contract but she said that they would have informed, I told her that they record their call and if she can listen to it and shes like they dont record them. She was very rude and said that if i cancel i will have to pay over £500 for the 18montsh contract, i even explained to her that why will i agree to £10 a month off for 18month when if i get a new phone it will be about £400 and worth more than £180.

I then though may be its just me that this has happened to, so i told my boyfriend to call and ask them because he also agreed to get £10 off until he decieds what he wants to do, and they have also told him the same thing that he agreed to a new 18months contract with no new phone by taking the £10 off.

I have been with tmobile for 9 yrs and have nerver not paid on time, i even spend over £80 everymonth and always pay this on time by direct debit.

I am not sure what to do now, i will have to report them to watch dog.

d123

Looks as if the policy has changed as of today, at least according to a T-Mobile staff member posting at What Mobile magazine

whatmobile.net

nickmack

emmalyn wrote: »

I was due for upgrade in december but wasnt sure what phone to take, so the customer service lady at tmobile advised me that i can get £10 off while i think of what to do, I specifically asked her if this will be a new contract and she said no, i asked her twice.
So january 6th today i called tmobile to tell them i want to get an upgrade to a new phone and they have advised me that i am already on a new 18months contact as i agreed to £10 off which started me on a new 18months contract and i cannot get a new phone, i couldnt believe this .


I asked to speak to their manager and she said the same thing and i tried to tell her that their staff didnt inform me that i will be on a new contract but she said that they would have informed, I told her that they record their call and if she can listen to it and shes like they dont record them. She was very rude and said that if i cancel i will have to pay over £500 for the 18montsh contract, i even explained to her that why will i agree to £10 a month off for 18month when if i get a new phone it will be about £400 and worth more than £180.

I then though may be its just me that this has happened to, so i told my boyfriend to call and ask them because he also agreed to get £10 off until he decieds what he wants to do, and they have also told him the same thing that he agreed to a new 18months contract with no new phone by taking the £10 off.

This sounds like poorly informed/trained advisors. Pretty much every member of T-Mobile staff must be aware of the upgrade situation and the offer that has been made to customers to wait.

On the system, it will show as a new 18 month contract, although I've been told this is the only way the discount can be entered. I asked several times in store and had it confirmed on the phone that the discount does not constitute a new contract.

LouMoony

nickmack wrote: »

On the system, it will show as a new 18 month contract, although I've been told this is the only way the discount can be entered. I asked several times in store and had it confirmed on the phone that the discount does not constitute a new contract.

The above is correct. When a member of staff checks your account for upgrades and you have had a loyalty discount put on, it appears on the system as a new 18 month contract. No upgrade offers appear on screen but a ring to L&R will let you upgrade and tell you what is available. The loyalty discount is for 6 months or until you go into store/ring up to upgrade.