Service Marketing example - we need a recovery here!

Chat Transcript
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You have been connected to ~Nathan Y.
~Nathan Y: Welcome to T-Mobile Chat service. My name is Nathan and for your reference my rep ID is 13-20804. First, please allow me one moment to review your question.
~Nathan Y: I can definitely help you out with that Roger.
Roger Devine: Hi. I currently have an Even More Plus (no contract plan) and a Nexus One phone. I'd like to upgrade to a Family Plan and reserve one of the new G2s
Roger Devine: Can I do that?
~Nathan Y: You can add a line and change to a family plan.
Roger Devine: Cool.
~Nathan Y: You would have to wait until Oct 6th.
Roger Devine: That's what I would like to do. Can I switch to an Even More family plan
Roger Devine: oky
~Nathan Y: Unless you are upgrading a current line to the G2
Roger Devine: I can upgrade my current line to the G2
~Nathan Y: One you are on the Even More PLUS, you cannot go back to the Even More.
~Nathan Y: You can add a single plan as the second line with the Even More though.
~Nathan Y: But a family plan will save you more money in the long run.
Roger Devine: Alright. But can I move to an Even More familiy plan?
Roger Devine: I never was on an Even More plan before
~Nathan Y: You are on the Even More PLUS.
Roger Devine: I know
Roger Devine: you said I couldn't go back.
Roger Devine: But I was never there to begin with.
Roger Devine: I came from AT&T
Roger Devine: because they made me crazy
~Nathan Y: Yes but you started as Even More PLUS.
Roger Devine: I'd like to put my wife, my son and myself on an Even More Family plan with a contract
Roger Devine: Is that not possible?
~Nathan Y: You can open another account with the Even More.
~Nathan Y: With new phone numbers.
~Nathan Y: You can get up to 10 lines.
Roger Devine: no. I need to keep my number; I use it for business.
Roger Devine: and I need to transfer my wife's number from AT&T
~Nathan Y: But you can get a family plan Even More with the other two lines on a separate account.
Roger Devine: I still need to not change numbers
Roger Devine: And my son is 12, and I wanted to take advantage of the "free for a year" promotion for kids
~Nathan Y: Your 4407 line is on the Even More PLUS plan, it cannot get the Even More plan.
Roger Devine: so his line wouldn't count as a second line, would it?
Roger Devine: Oh.
~Nathan Y: Any new lines can get the Even More plan.
Roger Devine: So the answer is no; I cannot do what I want to do here.
Roger Devine: You won't consolidate my existing account into a Family Plan.
~Nathan Y: If you want three numbers on the Even More plan, you would need to open a separate account with new numbers.
~Nathan Y: You can as an Even More PLUS family plan with your current line.
Roger Devine: huh?
~Nathan Y: To answer your last question.
Roger Devine: I think a word was missing in your answer
~Nathan Y: I apologize for any confusion.
Roger Devine: So T-Mobile would rather have me move my wife and son over onto a no-contract plan?
~Nathan Y: Not necessarily.
~Nathan Y: But to do what you want to do, you would need to cancel your current line.
Roger Devine: I don't understand the business logic behind not allowing me to move my existing number from Even More plus to Even More
~Nathan Y: If you want three lines on an Even More plan.
Roger Devine: T-Mobile did not subsidize any phones for me
Roger Devine: I've been a good customer
Roger Devine: Why the barrier?
~Nathan Y: I understand.
Roger Devine: But you can't do anything about it.
~Nathan Y: Those are the rules that apply to the Even More PLUS plans.
~Nathan Y: I apologize for any inconvenience.
Roger Devine: And rules are rules
Roger Devine: Do me a favor and email this conversation up the line.
Roger Devine: I appreciate your time and effort, and I know that you did not make these crazy rules.
~Nathan Y: You can contact our Customer Relations at:
~Nathan Y: T-Mobile Wireless
P.O. Box 37380
Albuquerque, NM 87176-7380
Roger Devine: is there an email address?
~Nathan Y: In the long run, paying full price for new phones and going with the Even More PLUS plan would save you the most money.
~Nathan Y: Since the monthly plan is cheaper than the even more plans.
~Nathan Y: No email, sorry.
Roger Devine: Okay. Thanks.
Roger Devine: Amazing.
Roger Devine: I'll print this out and send it.
~Nathan Y: Again, I apologize for any inconvenience.
Roger Devine: But I'm probably also going to use it as an exhibit in the Marketing class I teach, during the unit on service marketing.
~Nathan Y: I understand your frustration.
Roger Devine: Thank you. Better luck with the next chatter.