Mystery Caller: transferring data from iPhone to Z10

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Mystery Caller likes the look of the latest BlackBerry but is wary of buying the device before she knows if she’ll be able to transfer all the content from her iPhone to the Z10. Can the networks ease her mind?

6: Virgin

Despite me raising my voice sevenfold, she hung up – the second time in as many months a Virgin CSA has done that to me

Manner – 0/5
Understanding – 0/5
Knowledge – 1/5
Helpfulness – 0/5
Clarity – 0/5
Overall – 0/5
Total – 1/30

5: Orange

Jack was too vague, lacked knowledge and gave really bad advice – but at least he tried to be helpful

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

4: Three

I think, like most of the CSAs in this Mystery Caller, Jack was making things up as he went along

Manner – 3/5
Understanding – 2/5
Knowledge – 1/5
Helpfulness – 2/5
Clarity – 1/5
Overall – 2/5
Total – 11/30

3: T-Mobile

It’s never a good sign when a telecoms network is having problems with its telephone system

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

2: O2

“I am a bit helpless with my iPhone,” Julie confessed, which I had worked out for myself by this point

Manner – 3/5
Understanding – 2/5
Knowledge – 1/5
Helpfulness – 3/5
Clarity – 2/5
Overall – 2/5
Total – 13/30

1: Vodafone

Karen was unable to tell me about anything beyond Red Box, so it’s lucky Vodafone has the service or my call would have been a complete disaster

Manner – 2/5
Understanding – 2/5
Knowledge – 2/5
Helpfulness – 4/5
Clarity – 2/5
Overall – 2/5
Total – 14/30

Summary

This issue’s Mystery Caller concerned the largest handset launch of 2013 to date – a device taking centre stage on most of the networks’ websites.

This made their poor performance even more worrying, with none of them having more than a vague idea of how to answer my query. In fact, Orange put me off buying the Z10 by making out it was impossible to transfer my iPhone content to any other device.

T-Mobile put me off by passing me from one CSA to another, and Three resorted to making things up.

Vodafone’s victory was not so much due to the CSA’s skills as to the fact that its Red Box service could do it all for me.

Full article in Mobile News issue 533 (February 25, 2013).

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