Mystery Caller: Handset repairs

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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: T-Mobile

He told me to take it to a repair shop. “Which repair shop?” He responded: “A local repair shop.”

Manner – 1/5
Understanding – 0/5
Knowledge – 0/5
Helpfulness – 0/5
Clarity – 1/5
Overall – 1/5
Total – 3/30

=4: Vodafone

I rang off and wondered, really, what I might do next with a sozzled Voda’ phone

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

=4: Orange

It has taken me days to get this far, just to be told to wait on a SIM in the post and make my own diagnosis accordingly

Manner – 2/5
Understanding – 0/5
Knowledge – 1/5
Helpfulness – 1/5
Clarity – 1/5
Overall – 2/5
Total – 7/30

3: O2

Kepp me, wow me; do something or I’ll be another mark in your debit column. These minor interactions are important for ongoing customer retention and future revenues

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

2: 3

She didn’t stop there, hoever. Are you reading this T-Mobile, Vodafone, Orange and O2?

Manner – 3/5
Understanding – 4/5
Knowledge – 3/5
Helpfulness – 4/5
Clarity – 3/5
Overall – 4/5
Total – 21/30

1: Virgin Mobile

She said to check my home contents insurance, as well as any policy I might have with my bank

Manner – 5/5
Understanding – 5/5
Knowledge – 4/5
Helpfulness – 4/5
Clarity – 4/5
Overall – 4/5
Total – 26/30

Summary

This was a dreadful effort from the big four networks. It really shouldn’t have been, because the query wasn’t difficult.

Shane at T-Mobile was awful and for some reason couldn’t grasp what I was after for the entire call. Vodafone’s Claire and Orange’s Andy were nearly as bad – Claire was far too vague and Andy took far too long to grasp what I was saying.

June at O2 was bright and genuinely sounded like she wanted to help, but didn’t really offer a solution, while the 3 CSA put in a solid performance but fell short on trying to sell me a new handset. However it was Virgin’s Lisa that came out on top, due to her genuine attempt to help and find a solution, and was the only CSA to try and sell me a new handset.

Full review in Mobile News issue 452 (November 16, 2009).

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