Mystery Caller: Hands-free kits

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Mystery Caller has been reminded of the perils of using a phone while driving. Keen to avoid the increased £100 fine, she’s shopping for a hands-free kit before using her phone at the wheel

6: T-Mobile

Recommending a rival is usually not great advice, but in this case it made sense…

Manner – 1/5
Understanding – 0/5
Knowledge – 0/5
Helpfulness – 1/5
Clarity – 0/5
Overall – 0/5
Total – 2/30

5: Three

There’s every chance Kevin could have got a decent score had Three offered car kits

Manner – 2/5
Understanding – 2/5
Knowledge – 0/5
Helpfulness – 2/5
Clarity – 1/5
Overall – 2/5
Total – 9/30

4: Orange 

We do not get any training on them whatsoever,’ Nicola said. Well that much was obvious, I said to myself…

Manner – 3/5
Understanding – 2/5
Knowledge – 0/5
Helpfulness – 1/5
Clarity – 2/5
Overall – 2/5
Total – 10/30

3: O2

It wasn’t a great performance from O2, but at least its CSA gave it a go

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

2: Vodafone

A good CSA let down by the fact the networks do not have much of an offering when it comes to hands-free car kits

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

1: Virgin

This Mystery Caller suggests the best thing a genuine consumer can do is to go into a store

Manner – 4/5
Understanding – 3/5
Knowledge – 3/5
Helpfulness – 4/5
Clarity – 2/5
Overall – 3/5
Total – 19/30

Summary

All the CSAs were woefully unprepared to advise me on a hands-free kit, although T-Mobile made the biggest pig’s ear out of the task.

Three and Orange didn’t fare much better, although Kevin at Three seemed a little keener to help. Nicola at Orange should have looked up the operator’s offering online.

O2 and Vodafone both offered products online and simply went through a few of these while on the phone to me – which is better than giving up. Virgin did the same but went a little further by directing me to the web page so I could make the purchase. Overall, however, this was a disappointing Mystery Call and a real customer would have been shocked at the lack of advice available.

Full article in Mobile News issue 547 (September 9, 2013).

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