Earning $100 by emailing telco

I have successfully earned $100 from M1. At first they turned down my request. But I managed to get it. I was intending to get about $50, but they gave me $100, which is 200% of my target. Below is the exchange of emails in chronological order:

Email sent to M1 on Mon, 17 Nov 2008 in an attempt to get some handphone vouchers. Let's see if it works.

"Hi, I have been a customer of M1 for a few years. I have seen my friends, colleagues getting phone vouchers from different telcos encouraging them to renew contract. But I have not received any vouchers from M1 so far. I wonder if it's because I'm using a low-end plan from M1 and hence not valued as an M1 customer. If that is the case, I am considering to go back to Starhub when my M1 contract ends so that I can at least enjoy some Starhub Hubber discounts.

I hope to receive good news from M1 so that I can spread the its goodwill and good service in forums, blogs and by word-of-mouth."


If this is successful, I will take this voucher (hopefully a $50), plus apply Citibank M1 credit card to enjoy another $50 off handset price and I will recontract. Have to admit M1 customer service is good generally though, which is why I want to make them treat me better. A bit paiseh, but who cares, I have nothing to lose.



M1 replied on Tue, 18 Nov 2008 (am)

"Please allow us to explain that the issuance of handset upgrade vouchersare based on factors such as customers' tenure, average spending for thepast 12 months, and current handset promotions. In addition, you are required to fulfill at least 20 months of the current handset contract. You may wish to note that mobile line 9******** have a current contract tenure of 11 months 2 days. We seek your understanding that these factors are neither based on our preferences nor meant to segregate our loyal customers."

I replied again on 18 Nov 2008 (pm)

"I have been with M1 for a few years although my current contract is only 11 mths old. As far as I remember, I didn’t receive any vouchers when I last renewed this contract 11 months ago. For you to mention that my current contract is only 11 months old, you imply that M1 ignores customers' past years relationships?

While you mentioned "non-segregation of loyal customers", but your basis of offering actually depends on so many factors of customers’ profile, isn’t this contradictory?

Based on your policy, you seem to value a "20-month old contract” customer who is more likely to jump ship rather than a current "11-month old contract” customer who is keen to be in business with M1 for another 21 months more.

M1 has delayed selling the Apple iPhone time and time again. Customers have no choice but to wait indefinitely. Due to this, customers with M1 are deprived of owning an iphone because they are stuck with the current contract with a high termination fee.

While M1 is unable satisfy its customers’ desires for the Apple iPhone, shouldn’t M1 at least compensate by giving out some handphone vouchers to sweeten the current deals for other brands of handsets? "


M1 replied again on 19 Nov 2008 (pm) - Success!
“Dear Mr ***

Thank you for your e-mail of 18 November 2008.

We have noted your feedback and we understand your point of view. We
have programmes specifically designed to address our existing customers'
needs and to recognise their loyalty to M1 as well as acquisition
promotions targeted at new customers.

We note that you wish to upgrade your handset. With the current handset
contract of 11 months old, you can purchase a handset at the advertised
price with additional $100 from any M1 Shop. You will need to sign a
new two-year handset contract. Thus, you will have two contracts that
run concurrently.

In appreciation of your support, we will be glad to offer you a $100
handset voucher for your mobile line 9********, which is to be used to
offset the additional $100 incurred for early handset upgrade. As this
is an electronic voucher, no physical voucher will be sent to you.

You can walk-in to any M1 Shop with your NRIC and SIM card to use the
voucher once it is installed. This voucher may not apply for selected
special upgrade offers at M1 Shop and M1 Shop Online. Please settle any
outstanding bill prior to your purchase.

Please submit a new online feedback form by 5 December 2008 you wish to
take up this offer. The voucher will be processed within three working
days upon your acceptance, and it will be valid for two weeks.

We also wish to clarify that there has been a change in the distribution
schedule of the iPhone in Asia. Hence, this is likely to affect M1?s
plans to sell the device by the end of the year. We thank you for your
patience and understanding.”