Mystery Caller: High-end prepay smartphones

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Mystery Caller has struck it lucky. His family dug deep for his 21st birthday and he has a pot of money to play with. Part of this is going towards a new smartphone. He will spend up to £400 on a prepay device. What can the CSAs offer this week?

6: Orange

“There’s very little choice for the price range you are after”

Manner – 1/5
Understanding – 3/5
Knowledge – 1/5
Helpfulness – 1/5
Clarity – 2/5
Overall – 1/5
Total – 9/30

5: Three

“I’ve got to let you know we don’t sell SIM-free handsets that cost just over £200, over the phone”

Manner – 2/5
Understanding – 1/5
Knowledge – 3/5
Helpfulness – 2/5
Clarity – 2/5
Overall – 2/5
Total – 12/30

4: T-Mobile

I was stopped in my tracks, just as I thought I was getting somewhere

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

3: Virgin Mobile

Alvin burst into giggles at various times…

Manner –3/5
Understanding – 2/5
Knowledge – 2/5
Helpfulness – 4/5
Clarity – 2/5
Overall – 3/5
Total – 16/30

2: Vodafone

“You are best off having a play around with them before you buy”

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

1: O2

“I love spending other people’s money, so I’m going to make sure you get the best deal”

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

Summary

The fact I had a lot of money to spend made me think the CSAs might treat me like a VIP.

I also thought it would give them lots of room to work with, in terms of sales pitches and displaying their knowledge. I was proved correct in some instances but the majority of the networks failed to perform well.

The unnamed chap at Orange could not have been less friendly if he tried, while the message coming out of T-Mobile was as mixed up as a pack of smarties.

Despite the wait at Virgin, the giggling CSA I dealt with performed OK – and a great deal better than his counterpart at Three, ‘Speedy Gonzales’.

In the end, it came down to the big two and there was no way that Zack at Vodafone, despite his polite nature, was ever going to come within touching distance of Lia, who put in one of the best shows to date.

Full review in Mobile News issue 495 (August 15, 2011).

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