Mystery Caller: Windows Phone 8

Mystery Caller wants to start the new year with a Windows Phone 8 smartphone. She’s looking for one with unlimited data and lots of texts. How will the networks handle selling the new OS?

6: Virgin

I was contemplating hanging up, but the kind staff at Virgin beat me to it

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

5: Vodafone

Vodafone has shot itself in the foot by not offering at least one device, which most of the others do

Manner – 4/5
Understanding – 4/5
Knowledge – 2/5
Helpfulness – 4/5
Clarity – 4/5
Overall – 1/5
Total – 19/30

4: Three

Scott tried to sell me the Sony Xperia T with the words “if it’s good enough for James Bond, it’s good enough for me”

Manner – 4/5
Understanding – 4/5
Knowledge – 2/5
Helpfulness – 3/5
Clarity – 4/5
Overall – 3/5
Total – 20/30

3: Orange

It was interesting to hear a CSA sell three brands at the same time, as Orange and T-Mobile really start to merge into EE

Manner – 4/5
Understanding – 4/5
Knowledge – 4/5
Helpfulness – 3/5
Clarity – 2/5
Overall – 4/5
Total –21/30

2: O2

I have a feeling O2 staff are getting more commission for the Lumia 820 as Craig disregarded the HTC 8X immediately

Manner – 4/5
Understanding – 4/5
Knowledge – 4/5
Helpfulness – 4/5
Clarity – 2/5
Overall – 4/5
Total –22/30

1: T-Mobile

I probably would have gone with the deal, especially as Jo then offered to give me some time to consider it before calling me back later in the day

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

Summary

All the networks were disappointing in one way or another, lacking stock or product knowledge, and sometimes both.

The call to Virgin was just bizarre – even though it doesn’t yet offer any WP8 devices, they could have dealt with my enquiry so much better, as demonstrated by Vodafone’s CSA, who tried to make the best of a bad situation.

Orange and Three put in decent performances, but Three should have made more of the fact it has an unlimited data tariff as that was a requirement several others couldn’t meet.

O2 held an advantage by having two different WP8 phones in stock, but lost it by failing to explain why one was better than the other. This left T-Mobile as the clear winner, with the Nokia 920 with unlimited data at £36 on contract.

Full article in Mobile News issue 529 (December 17, 2012).

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