Mystery Caller: Windows Phone 8

Written by: Mobile News
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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Recent Comments

That's your opinion, but it certainly wasn't the best way of phrasing it. That wasn't the only reason the EE advisor scored so poorly, which is made clear in the full review in issue 582 of Mobil...
your mystery caller clearly doesn't have a clue what he is talking about. that is not insensitive at all. quite the opposite....
I think you've entirely missed the point there, Marc. It's not about telling someone to go out to the shop (although that often loses points any way as its rare someone calls up a telesales line ...
I have to say, if you are indeed a blind person you should know it is a lot easier to actually go into a shop and feel the phone for yourself. your first comment about EE slammed them when in fac...
How can i place my contacts in order by first names please. Thank you Mrs Doreen Haggar ....
Only 2 months ago i buy this phone. Please advice any body knows...
I have bought a huawei ascend p7 suddenly networ operator inactive. How to active this?...
A good point made in the previous comment, but it was just the field facing engineers that were outsourced not all engineers. Some have since been insourced (QoS, radio planning etc). But agre...
I will just add that EE is a complete rip off. They clearly don't have good reception in quite a few places. This is London I'm talking about as well! I consistently call then complaining t...
Maybe they shouldn't have outsourced all their Engineers to Ericsson then! They were warned they were putting the network at risk, did they care? Did they heck, all comes down to the money and th...

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