Mystery Caller: Bundled minutes

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Mystery Caller’s mother has cancelled her contract after finding she didn’t have enough bundled minutes. As she requires voice rather than data will the networks find a good-value solution?

6: T-Mobile

When compared with the other networks T-Mobile isn’t good value for people who want to talk lots and surf less

Manner – 3/5
Understanding – 1/5
Knowledge – 2/5
Helpfulness – 3/5
Clarity – 3/5
Overall – 3/5
Total – 15/30

5: Virgin

Stephanie made no attempt to disguise her disgust, laughing at me

Manner – 1/5
Understanding – 4/5
Knowledge – 3/5
Helpfulness – 2/5
Clarity – 3/5
Overall – 3/5
Total – 16/30

4: O2

Devon had confused ‘modern’ with brand new or high end but ploughed on regardless

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

3: Three

A good performance from Jonathan at who tailored his recommendations well

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

2: Orange

I asked her to recommend another phone and she went for the Samsung Galaxy Fame

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

1: Vodafone

A solid performance from a CSA who was obviously keen to help and genuinely cared about the customer

Manner – 4/5
Understanding – 4/5
Knowledge – 4/5
Helpfulness – 5/5
Clarity – 3/5
Overall – 4/5
Total – 24/30

Summary

We made quite a tricky request to the network CSAs as we wanted a smartphone without any data.

In fact, most of the networks struggled to suggest a plan that wouldn’t involve paying for something my mum wouldn’t use. T-Mobile was particularly guilty of this, making me purchase 2GB of data to get unlimited minutes – neither of which I had asked for.

Virgin’s CSA was rude, while O2 and Three put in decent performances but failed to tailor their recommendations as well as the top two.

Kerry at Orange did pretty well to search out good-value contracts for me, but she was beaten to the post by Vodafone’s Madison, who did this with extra enthusiasm.

Full article in Mobile News issue 552 (November 18, 2013).

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