Mystery Caller: File transfers

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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

Gaynor then asked what I thought – because she was having the same trouble. “I’m sorry,” she said. “I really don’t know”

Manner – 3/5
Understanding – 1/5
Knowledge – 1/5
Helpfulness – 1/5
Clarity – 5/5
Overall – 1/5
Total – 12/30

5: Virgin Mobile

The technical team apparently does not have a phone line, or else dislikes talking to strange people, like me

Manner – 3/5
Understanding – 2/5
Knowledge – 2/5
Helpfulness – 2/5
Clarity – 4/5
Overall – 2/5
Total – 15/30

4: T-mobile

Hmmmm. Maybe T-Mobile should call Orange or Vodafone for tips on Bluetooth fi le transfer

Manner – 3/5
Understanding – 2/5
Knowledge – 3/5
Helpfulness – 1/5
Clarity – 5/5
Overall – 3/5
Total – 17/30

3: 3

Not wanting to leave my side, Martin told me he would hold while I tried to use my Bluetooth again, using all the advice he had given me

Manner – 5/5
Understanding – 3/5
Knowledge – 3/5
Helpfulness – 4/5
Clarity – 2/5
Overall – 4/5
Total -21/30

2: Orange

Sony decided to phone a friend. When he picked up, Vas had been well briefed. He advised me to pair my handset with another Nokia first

Manner – 4/5
Understanding – 4/5
Knowledge – 5/5
Helpfulness – 5/5
Clarity – 3/5
Overall – 4/5
Total – 25/30

1: Vodafone

I coaxed Scott out of his shell, and glad I did. For he proved to be a technical whizz and blinded me with excellent troubleshooting

Manner – 5/5
Understanding – 5/5
Knowledge – 5/5
Helpfulness – 3/5
Clarity – 5/5
Overall – 5/5
Total – 28/30

Summary

A bit of thinking outside the box went a really long way. It seems that in general, network CSA’s are not briefed on giving advice on Bluetooth. As a handset query rather than a network service issue it’s not really considered their problem.

However, both Vodafone and Orange really went beyond their call of duty to offer me some excellent customer service by elucidating, quite simply, a bit of their own personal knowledge, which made them stand out way above the rest. Martin at 3 tried his best on the customer service front, but was simply lacking in understanding and Faye from T-Mobile did have a limited amount of advice but seemed reluctant to use it. Virgin and O2 were simply awful.

Full review in Mobile News issue 453 (November 30, 2009).

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