Does Loyalty Matter?

Loyalty.  It would seem that its a fluid state of affairs.  Certainly to a certain mobile network.

I have two devices, one is my mobile, My HTC desire, and one is a data dongle almost at the end of the contract.  On the Desire, I have a ‘Loyalty’ Discount, no doubt for being a thoroughly nice chappie that  they would like to keep as a customer.

Now, in the past, I have had minor issues with them, all promptly resolved, and the staff have been a credit to the company and a pleasure to deal with.

As I mentioned, my dongle is coming to the end f the contract.  I don’t really need it anymore, as my Desire has hotspot capability on the couple of nights a week I may want to use my laptop.  So when the new ‘all you can eat for reasonable personal consumption data’ part was added to the 1 plan, I thought ‘Great!  Ill change my plan, and end the dongle contract’.

I called the network.  After ten minutes of waiting for something to happen on the other end of the phone, I was informed that yes, I can change my plan, but I would lose my discounts.

Hang on a minute.  So let me get this right… I was a loyal customer in August, but now im moving to a more expensive plan, I’m no longer to be treated as such?  The network has had my money for the dongle.  I just want to change my plan.

At what singular point in time did I become less loyal?  Did I do something to upset them?  Do I rate less as a customer?  What do you think?  I think im thinking carefully about that networks dealings with customers.  Im going to call them again at some point, and Ill leave an update here.

Comments (5)

  1. David Hall
  2. Matt
  3. SilentBob
  4. Keithjan81

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