Mystery Caller: Roaming broadband

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All the SIM cards used in our network mystery caller are privately purchased from independent dealers and retail shops. This means the networks have no way of knowing it’s Mobile News calling them.

6: O2

“Between the lines, I concluded Darja was either telling me to cancel my flight or phone in my freelance work. Neither option was good”

Manner – 1/5
Understanding – 1/5
Knowledge – 1/5
Helpfulness – 1/5
Clarity – 2/5
Overall – 1/5
Total – 7/30

5: Orange

“I reached the end of the call, with a little more knowledge. But I was frustrated and felt older”

Manner – 2/5
Understanding – 2/5
Knowledge – 3/5
Helpfulness – 2/5
Clarity – 3/5
Overall – 2/5
Total – 14/30

=3: 3

“Is this how 3 is ‘changing mobile forever’? By taking it backwards”

Manner – 3/5
Understanding – 2/5
Knowledge – 3/5
Helpfulness – 4/5
Clarity – 2/5
Overall – 3/5
Total – 17/30

=3: Vodafone

“I was bounced around like a pinball before I could get hold of the right person”

Manner – 3/5
Understanding – 3/5
Knowledge – 3/5
Helpfulness – 3/5
Clarity – 2/5
Overall – 3/5
Total – 17/30

2: T-Mobile

“Ten minutes later, it seemed Marion had forgotten about me. But the wait was worth my while”

Manner – 4/5
Understanding – 3/5
Knowledge – 3/5
Helpfulness – 4/5
Clarity – 4/5
Overall – 4/5
Total – 22/30

1: Virgin Mobile

“It was the kind of customer service I would return for when back from my jet-setting overseas”

Manner – 5/5
Understanding – 4/5
Knowledge – 5/5
Helpfulness – 5/5
Clarity – 4/5
Overall – 4/5
Total – 27/30

Summary

Virgin Mobile triumphed despite not making an attempt to sell to me. But  Andy’s great honesty and customer care, as well as his anecdotal support information, probably would have saved me a fortune. I would have returned too.

T-Mobile recovered very well from a nightmarish start – well done Marion. Vodafone was reasonably helpful, but, again, the rigmarole of getting through to the right person was frustrating.

3’s CSA had a thick accent, which was a bit of a barrier for a time-poor Mystery Caller. But, the set-up worked pretty well. Orange’s CSA delivered some information, but it was a pretty dire experience. The real loser was O2, which just didn’t show up in the first place really.

Full review in Mobile News issue 439 (May 15, 2009).

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