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Thursday, August 16, 2012

Mobile phone shop staff are misinforming customers about price rises

Which? report says 82% of staff gave incorrect information

UK consumer organisation Which? has found that mobile phone sales staff are giving inaccurate information about the possibility of price increases on ‘pay monthly’ contracts.

Mystery shopping at 39 mobile phone shops - a combination of network-owned stores plus the Carphone Warehouse and Phones 4U chains - found that 32 of them gave incorrect information about potential price rises on fixed-term phone contracts.

When asked whether the price would stay the same throughout the contract term, 82% of shop assistants said the price was fixed. However, the past 12 months have seen four of the five major mobile networks increasing their charges.

Which? recently launched a campaign that calls on phone companies to ensure the price and all other aspects of fixed-term deals remain the same for the full length of the contract.

Richard Lloyd

Richard Lloyd, Which? executive director, said “It’s totally unacceptable that people aren’t being told the full story about potential price rises when signing up to contracts in mobile phone shops. Shockingly, even when we asked directly about price increases, the vast majority of staff denied this could happen. There should be no nasty surprises after signing a mobile contract. People must be confident that fixed really does mean fixed.”

Recent research from Which? found that 70% of people on fixed-term contracts didn’t know the prices could be increased during the length of their contract.

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Opinion Articles

Google Nexus One: quarterback or cheerleader?

Mark Bridge writes:

Four months ago, Google unveiled a new way for consumers to buy an Android mobile phone. In fact, that’s pretty much what the first line of the press release said. The phone was the Nexus One and it was being sold online by Google.

You could buy it SIM-free or you could buy it with a contract – but you’d be buying it from Google’s online shop. You couldn’t buy it on a real high street.

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Why Marketers and Copywriters might actually 'need' an iPad... and soon

John Forde writes:

As I sit tapping away on a keyboard, here at 30,000 feet above the Atlantic, I can't help but think...

Thank God Arthur Summerfield got it all wrong.

See, Arthur was the U.S. Postmaster General for President 'Ike' Eisenhower. And in 1959, he boldly predicted...

"Before man reaches the moon, your mail will be delivered within hours from New York to Australia by guided missiles. We stand on the threshold of rocket mail."

Imagine. I'd hate to think what spam would look like, under those circumstances.

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Google Dictation - "I shall say this only once"

James Rosewell writes:

Back in January 2010 I wrote a brief review of the Google Nexus One that included my thoughts on the not-so-accurate voice dictation feature. From the marketing hype, I had expected to simply speak into the phone and a few seconds later my words would appear as a perfectly formed text message. The reality was somewhat disappointing. For all but the simplest short phrases it struggled to produce the intended words, making it inferior to even the touch-screen keyboard.

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The iPhone and its data are still uneasy bedfellows

Mark Bridge writes:

Being an optimistic cynic isn’t easy. But, hey, I do my best.

Which is why I smiled benignly when I heard this week that WiFi provider The Cloud was offering a free app to O2 iPhone users. It's a simple tool called FastConnect and it'll make it easy for those O2 customers to find free WiFi access via hotspots powered by (you guessed it!) The Cloud.

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Mobile payments could be on the way after all

Mark Bridge writes:

Cash is still king… but its days are numbered. That’s the message from a new report published this week by the Payments Council.

The Payments Council, which is a group of financial institutions that sets strategy for UK payments, has released ‘The Way We Pay 2010’. It shows how the last decade has seen a fall in the percentage of transactions using cash, from 73% in 1999 to 59% in 2009. In just five years time, cash transactions are expected to represent less than 50% – and a further fall to 45% is expected by 2019. Meanwhile, debit card spending in the UK rose from £65 billion in 1999 to £264bn in 2009.

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