Mystery Caller: Insurance

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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: 3

This call was a fl ood of frustration and unhelpfulness – for a whole nine minutes

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

5: T-Mobile

What if the shop I bought it from is an authorised T-Mobile dealer? “You’ll have to go back to them”

Manner – 1/5
Understanding – 2/5
Knowledge – 2/5
Helpfulness – 1/5
Clarity – 2/5
Overall – 2/5
Total – 10/30

4: Virgin Mobile

Finally, and with a lot of dithering, she came out of her shell

Manner – 2/5
Understanding – 3/5
Knowledge – 1/5
Helpfulness – 2/5
Clarity – 1/5
Overall – 2/5
Total – 11/30

3: O2

“If you’ve bought the phone from an authorised O2 dealer then we can cover it”

Manner – 2/5
Understanding – 3/5
Knowledge – 3/5
Helpfulness – 2/5
Clarity – 3/5
Overall – 3/5
Total – 16/30

2: Vodafone

I wasn’t pleased Vodafone couldn’t cover my prepay phone but appreciated its effort to find out for sure

Manner – 4/5
Understanding – 4/5
Knowledge – 2/5
Helpfulness – 3/5
Clarity – 3/5
Overall – 3/5
Total – 19/30

1: Orange

Finally, here was a CSA who dealt with my query with minimal fuss

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

Summary

This Mystery Caller really shouldn’t have proved too difficult, as the networks get many calls enquiring about mobile phone insurance and make a handsome profit off it too.

But communication with both 3 and T-Mobile was a problem and my enquiry never really got o  the ground, while the Virgin Mobile CSA’s lack of knowledge was all too apparent. Andrea at O2 just wanted to end the call, constantly, without giving me the information I needed. Although Vodafone insisted it didn’t cover prepay handsets, its insurance company took time to ensure this was not the case and recommended a company that might help instead. Shermi at Orange was a clear winner, giving all the information and doing so e  ciently and politely.

Full review in Mobile News issue 448 (September 21, 2009).

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