Mystery Caller: World Cup costs

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6: Virgin Mobile

Suzie was the saviour for Virgin here by virtue of the fact she didn’t cut me off

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

 5: Orange

It would’ve been nice for Mena to engage me in conversation while dashing my hopes of staying in contact with the world cheaply

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

4: T-Mobile

I spent 11 minutes interacting with the automated system gleaning all I could on using my T-Mobile SIM abroad

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

3: O2

It was a good job Linda informed me of this, otherwise I might have been somewhere unpleasant without a paddle the next time I called

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

2: Three

Media-hyped safety concerns aside, I wasn’t too keen on carrying credit, and Arshad said I could register a credit/debit card to top-up

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

1: Vodafone

The most productive call, giving me a clear resolution and a free-of-charge opt-in package actioned then and there

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

Summary

The networks were asked a simple question this issue, and on tghe most part put in a good showing.

T-Mobile was able to give me most of the information I needed hassle-free without even speaking to someone, and Vodafone was able to upgrade my tariff with a Passport package that would definitely save me money.

O2 gave me no option to save costs, but was able to offer me one or two tips to make my trip more mobile-friendly, while Three offered me similar information to keep me contactable.

For Mena at Orange, the whole process seemed a chore and she rattled through the call. And for the numerous people I spoke to at Virgin, on numerous calls, Suzie came to the rescue of what would have been a downright disaterous customer service experience in this week’s Mystery Caller.

Full review in Mobile News issue 466 June 21, 2010).

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