Mystery Caller: contract price caps

0
362

Mystery Caller’s daughter has persuaded her she needs a smartphone at school. Will the networks be able to cap the contract price in case she exceeds her allowances?

6: Virgin

I was impressed until Pat told me he had made a mistake and given me the price for existing Virgin customers. The actual cost was £28 – way over budget

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

5: Three

Chris covered most bases – I’d just have to hope my daughter didn’t message premium rate numbers as he didn’t say anything about texts

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

4: Orange

Henry hadn’t asked me what my budget was but had somehow still got it right

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

3: T-Mobile

Garry said: “The only reason people get BlackBerrys is for BBM, the phones are actually quite bad”

Manner – 4/5
Understanding – 4/5
Knowledge – 3/5
Helpfulness – 4/5
Clarity – 4/5
Overall – 4/5
Total –23/30

2: Vodafone

Christopher’s BlackBerry recommendation wasn’t too bad – although I’m not sure a 13-year-old would be impressed with a QWERTY handset

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

1: O2

O2 was the only network to find an exact match between my budget and tariff

Manner – 5/5
Understanding – 5/5
Knowledge – 4/5
Helpfulness – 4/5
Clarity – 4/5
Overall – 4/5
Total – 26/30

Summary

All the networks handled my request well and scored over 20 points, although for the budget-conscious parent, there was a clear winner.

Virgin came last this issue as they recommended budget-breaking deals, while Orange suggested a tariff with measly allowances.

There wasn’t much wrong with Three, but I don’t think the CSA knew what he was talking about when it came to capping. T-Mobile’s Garry had the same problem, failing to reassure me I wouldn’t be the victim of ‘bill shock’.

Christopher at Vodafone would be a winner most weeks, his excellent manner helped along by Vodafone’s policy of alerting users when they are in the last 25 per cent of data. But first place goes to O2 this issue – for essentially unlimited data, texts and a way to monitor usage of the generous minutes allowance.

Full article in Mobile News issue 537 (April 22, 2013).

To subscribe to Mobile News click here

For information on downloading the digital copy of Mobile News for free on your mobile or tablet click here

NO COMMENTS

LEAVE A REPLY