Chat start time Fri, 9 Aug 2019 19:12:30 GMT
Chat end time Fri, 9 Aug 2019 19:34:44 GMT
Duration (actual chatting time) 00:22:14
Operator Clayton
Chat Transcript
Info: Welcome to Carphone Warehouse Live Chat Service. A representative will be with you shortly.
Info: You are now connected with Clayton. When you have finished chatting with us today, you will be given the option of emailing yourself a copy of this chat.
Info:
Jamie: Why does it cost more to upgrade when I can get a new contract for less?
Clayton: Hey there Jamie. Welcome to Carphone Warehouse, you have come through to Clayton.
Clayton: I'll be more than happy to help you. Firstly the deals are set up by the network providers and not from us.
There are sometimes differences between upgrade and new customer deals. This can be for a number of reasons, such as attracting new customers to a network.
Remember, if you choose to upgrade, you can keep all of your current contract benefits, and you won't have to pay any monthly fees for closing down one contact whilst taking up another. Also by upgrading you get to keep your number automatically.
What you can do to save costs is take out a new plan with me today and PORT your existing number over to the new plan. How does that sound?
Jamie: £43 a month with unlimited everything £99 upfront and £100 cash back which pays the upfront. That's is a better deal than I already have.
Clayton: Yes, it certainly is Jamie, Would you like to go ahead and secure this deal for free delivery?
Jamie: Upgrade to the nearest monthly cost is £45 but only 20gb data and that's £199 upfront with £100 cash back.
Clayton: Which deal are you most happy with to take tonight?
Jamie: I'm looking at upgrading but those prices indicate that the upgrade price isn't worth it.
Clayton: You are more than welcome to choose a new deal as well, nothing is stopping you and you can also take advantage of our 14-day cooling-off period too, to test the phone out.
As we have the 14 days returns policy. So we give you 14 days to play around with the device, take pictures, videos whatever you like. And if you're not happy with it you can have it returned within the 14 days for a refund or an exchange. This is exclusively for online purchases only. Which makes it a great choice to purchase online.
Jamie: Since the initial Vodafone isn't finished for a month and half, they have allowed me to upgrade early but they will had the extra time on to my contract. What is the point of taking advantage of something that works out more expensive? If I take a new deal that means I'm paying two contracts and not upgrading.
Clayton: I completely understand and you can also make use of our trade-in service for extra funds to pay your current contract off so you can have only one contract. What do you say?
Jamie: I say you are not answering the question and you are trying to force a sale. Why is the upgrade price more expensive than taking a new deal?
Clayton: I am sorry you feel that way and I have answered that for you, Jamie. I will repeat it again.
Firstly the deals are set up by the network providers and not from us.
There are sometimes differences between upgrade and new customer deals. This can be for a number of reasons, such as attracting new customers to a network.
Remember, if you choose to upgrade, you can keep all of your current contract benefits, and you won't have to pay any monthly fees for closing down one contact whilst taking up another. Also by upgrading you get to keep your number automatically.
Clayton: I cannot explain that in a more simpler way.
Jamie: Excuse me? "I cannot explain that in a more simpler way". Do you normally talk to customers in that manner?
Clayton: I am afraid not Jamie, I am sorry you feel that way.
Jamie: My apologies but I feel I should let my contract run out and go with another company.
Clayton: It is no worries at all, I apologize for the way I made you feel. You are also more than welcome to do so.
I would agree with you on that on waiting for your contract to run out. I am doing the same aswell.
Clayton: Would there be anything else I can help you with?
Jamie: I think you said enough.
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