Mystery Caller: Teenage mobiles

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6: 3

And so 3 gets a big fat zero for its performance, and that is frankly more than it deserves

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

5: O2

Not good enough O2. In fact, it is difficult to know whether it is better to have 3 tell me bluntly it would not help me or for O2 bumble along and fail

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

4: Vodafone

It could have been worse, clearly. But it could have been much, much better too

Manner – 3/5
Understanding – 2/5
Knowledge – 3/5
Helpfulness – 2/5
Clarity – 1/5
Overall – 2/5
Total – 13/30

3: Orange

Jo was “pretty certain” Orange Safeguard came pre-installed on all phones

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

2: Virgin Mobile

He explained the Addict tariffs in detail, adding that you get rewards by topping up a certain amount

Manner – 3/5
Understanding – 3/5
Knowledge – 3/5
Helpfulness – 3/5
Clarity – 3/5
Overall – 3/5
Total – 18/30

1: T-Mobile

Finally I asked about blocking certain content. “This is automatically applied to all of our handsets,” he explained

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

Summary

There wasn’t one network that was outstanding in this Mystery Caller but what was obvious was 3’s absolutely atrocious performance. How a network can say it hasn’t got a team to help with prepay sales is beyond belief.

O2 came up with some ridiculous excuses as to why it couldn’t help me and Donna was pleasant but slow to pick up on certain things. After initial problems getting through to Orange, Jo was friendly but lacked some detail whilst ‘O’ at Virgin grew in confidence as the call progressed. David was just about the winner here, although he wasn’t completely convincing. He was unsure about one or two things but gave good detail on the Android platform and content bar.

Full review in Mobile News issue 464 (May 24, 2010).

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