Mystery Caller: Unlocking

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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: Orange

“She insisted that any shop or market stall advertising unlocking would not pose a risk.”

Manner – 2/5
Understanding – 2/5
Knowledge – 1/5
Helpfulness – 1/5
Clarity – 1/5
Overall – 1/5
Total – 8/30

5: Virgin Mobile

“Once the confusion had passed she explained that the phone may be locked to the original network.”

Manner – 2/5
Understanding – 1/5
Knowledge – 2/5
Helpfulness – 2/5
Clarity – 1/5
Overall – 1/5
Total – 9/30

4: T-Mobile

“I wasn’t going to give up easily. On the fourth attempt I was put through to someone.”

Manner – 2/5
Understanding – 2/5
Knowledge – 2/5
Helpfulness – 2/5
Clarity – 2/5
Overall – 2/5
Total – 12/30

3: O2

“Relations did improve marginally as the call went on. I was quite happy to excuse myself to avoid any more awkward silences.”

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

2: 3

“You can’t fault 3 on the effort it puts into promoting its services. A couple of minutes was spent listening to various offers.”

Manner – 4/5
Understanding – 4/5
Knowledge – 5/5
Helpfulness – 4/5
Clarity – 3/5
Overall – 4/5
Total – 24/30

1: Vodafone

“Unlike most of the other CSA’s Graham was easy to understand so there were no communication barriers.”

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

Summary

There were two noticeable divisions of class here – professional and amateur and Orange undoubtedly rules the latter option.

The CSA at Orange was extremely difficult to understand and her lack of questioning got things off to a dreadful start. Things didn’t improve much with Virgin Mobile. I had to almost spell out what my problem was even though I explained it in simple terms. T-Mobile proved a nightmare getting through to, while Darren at O2 was helpful but needed prompting to expand on points.

3 and Vodafone were the runaway successes. Hakim at 3 demonstrated vast knowledge and a desire to help, but he was just beaten to top spot by Graham at Vodafone, who identified my problem and offered advice on how to address it.

Full review in Mobile News issue 442 (June 29, 2009).

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