Mystery Caller: Smartphone tethering

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Mystery Caller has received a tablet for her birthday and wants to use it to entertain herself on long train journeys into work, possibly using spare data from her smartphone tariff. Can the networks help?

6: Virgin

It’s good to see competition in the tablet market has grown, and Virgin should consider joining in

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

5: O2

The CSA could have done so much better – he didn’t even ask me which tablet I had and didn’t attempt a sale

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

4: Vodafone

The CSA said: “We are the only operator that will give you good coverage indoors. All the other providers have higher spectrum”

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

3: T-Mobile

Andrew said T-Mobile doesn’t support tethering to a smartphone, immediately halving his ‘knowledge’ score

Manner – 4/5
Understanding – 3/5
Knowledge – 1/5
Helpfulness – 4/5
Clarity – 4/5
Overall – 3/5
Total – 19/30

2: Orange

Emma said I could share 2GB of data across my smartphone and tablet for £49 on contract and 10GB for £54 – why would anyone choose the first deal?

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

1: Three

If I was in the market for a new phone too, I’d certainly have considered Scott’s One Plan/tethering suggestion

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

Summary

Quite an easy task for the CSAs this issue, as the major networks now all have a decent tablet offering compared to this time last year.

Apart from Virgin, of course, which came last almost by default. Some of the others also struggled, namely the unnamed CSA at O2 who seemed very keen to end the call as soon as he picked it up.

There wasn’t much to separate the performances of the other four networks. Vodafone and T-Mobile’s CSAs made sensible tariff suggestions and were pleasant enough, but their knowledge beyond price plans was sketchy.

Orange’s CSA, Emma, quite rightly advised me against tethering plans, and seemed more knowledgeable about allowances than her colleague at T-Mobile.

Three’s Scott was a good salesperson and had enough knowledge to win.

Full article in Mobile News issue 545 (August 12, 2013).

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