Mystery Caller: Mobile internet

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6: Virgin Mobile

“No, no, no,” she said, like I was forcing her to eat eels

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

5: O2

“There is a fair use policy but if you go on the internet and off it again shortly afterwards, then there isn’t really any cap. Know what I mean?” Erm, not really Arfan

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

4: T-Mobile

She came back with a response I wasn’t really expecting: “Are you asking for a computer?”

Manner – 3/5
Understanding – 3/5
Knowledge – 4/5
Helpfulness – 4/5
Clarity – 3/5
Overall – 3/5
Total – 20/30

3: 3

I asked which had a Facebook app/client. He explained the INQ Chat at last, pointing out it was great for social networkers

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

2: Orange

When I explained that my query had nothing to do with this number, he snapped, “I know that!” Oh dear

Manner – 4/5
Understanding – 3/5
Knowledge – 4/5
Helpfulness – 4/5
Clarity – 4/5
Overall – 4/5
Total – 23/30

1: Vodafone

Then came the iPhone. At last. He warned me I’d have to pay £89 to get it on a £35 a month deal

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

Summary

Bar Virgin, all networks performed admirably, as expected.

The Virgin call centre sounded like it was on the other side of the world, making the whole call extremely difficult because in delays in hearing each other. It was fairly tight between the rest but little things seperated them.

Arfan’s explanation of O2’s fair use policy on web browsing was confusing. And comments such as “Are you asking for a computer” and “all our handsets are on our website” let down T-Mobile.

James from 3 put in a solid performance but I had to force the issue slightly. Orange started badly, although Chris rescued the situation admirably.

Vodafone came out on top because Chris did an outstanding job. Plain and simple.

Full review in Mobile News issue 456 (February 1, 2010).

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