Mystery Caller: Mobile web on contract

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Mystery Caller has decided it’s time to switch from his prepay handset and get on the mobile web, but he’s only got a budget of £15 a month. Calls and texts aren’t a priority, but a free handset for email, Facebook and browsing is

6: Orange

I couldn’t even get through to a sales team

Manner – 1/5
Understanding – 2/5
Knowledge – 2/5
Helpfulness – 1/5
Clarity – 2/5
Overall – 1/5
Total – 9/30

5: Virgin Mobile

The pain of holding was eased, but the suggestions didn’t quite grab me

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

4: T-Mobile

He knew what he was doing, but wasn’t entirely straight with me

Manner – 4/5
Understanding – 4/5
Knowledge – 3/5
Helpfulness – 2/5
Clarity – 2/5
Overall – 3/5
Total – 18/30

3: Three

Savio came up with a refurbished handset, which sounded good for my limited means

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

2: Vodafone

Efficient service and an interesting solution to my data needs

Manner – 4/5
Understanding –3/5
Knowledge – 4/5
Helpfulness – 4/5
Clarity – 3/5
Overall – 4/5
Total – 22/30

1: O2

I was impressed by the detailed breakdown of exactly what my data allowance would get me

Manner – 4/5
Understanding – 5/5
Knowledge – 5/5
Helpfulness – 3/5
Clarity – 4/5
Overall – 4/5
Total – 24/30

Summary

Most of the CSAs managed to come up with an appropriate way to get online cheaply, but it was only Vodafone and O2 that really instilled the confidence I was getting what I needed.

O2 won for detailed knowledge, but both were better than the pack. Three’s offer of a refurbished phone was great, but didn’t make up for slow service and some over-selling, while both Virgin and T-Mobile left me on hold for too long.

But it was Orange who really messed up. Overly aggressive security checks, merely so I could get details about what was on offer, and the fact it lacked the staff to give me a deal when it had a second chance, really hurt its Mystery Caller record.

Full review in Mobile News issue 492 (July 4, 2011).

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