Mystery Caller: SIM-only deals

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Mystery Caller has received a shiny new phone for Christmas and is now on the hunt for a SIM-only deal and advice on how to use the handset. How will the networks handle her request?

6: Virgin

On a 30-day rolling contract I could get ‘unlimited everything’

Manner – 5/5
Understanding – 3/5
Knowledge – 1/5
Helpfulness – 4/5
Clarity – 2/5
Overall – 2/5
Total – 17/30

=4: Three

I asked how to transfer contacts across to the new device and Emma said she was ‘not entirely sure’ and would check

Manner – 4/5
Understanding – 3/5
Knowledge – 1/5
Helpfulness – 4/5
Clarity – 3/5
Overall – 3/5
Total – 18/30

=4: Orange

Jamie took a different approach to all the others and told me I ‘could get a little device, the store has one’

Manner – 4/5
Understanding – 3/5
Knowledge – 2/5
Helpfulness – 4/5
Clarity – 1/5
Overall – 4/5
Total – 18/30

3: Vodafone

A good overall performance from Verity when it came to tariffs, although I could have done with a bit more detai

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

2: T-Mobile

I asked about 4G tariffs and we sat in silence for a minute while the CSA looked for them

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

1: O2

There was a little hesitation over the prices and John used the phrase ‘I think’ several times

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

Summary

With Christmas just behind us, the CSAs should have been fully prepared to be inundated with calls about SIM-only deals.

And broadly speaking, they were. In fact Virgin’s CSA Sharon fell down when it came to explaining how I would transfer contacts from one device to another, repeatedly placing me on hold.

Emma at Three had the same problem, while Orange’s CSA Jamie confused me with his explanation.

Vodafone’s CSA was helped by the network’s various 4G offers, as was T-Mobile’s CSA, who also answered my query about transferring contacts sufficiently well.

O2’s CSA was the only one to mention Nokia’s PC suite and he gave me a good rundown of tariffs.

Full article in Mobile News issue 555 (January 13, 2014).

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