Mystery Caller: Exiting contracts without penalty

0
291

On January 23, new rules came into force allowing customers to exit mobile phone contracts without penalty if prices rose unexpectedly. Have the networks made sure their CSAs know about them?

=6: Virgin

Sam wasn’t aware of the policy changes but five out of six CSAs were in the same position

Manner – 4/5
Understanding – 2/5
Knowledge – 1/5
Helpfulness – 3/5
Clarity – 3/5
Overall – 2/5
Total – 15/30

=6: Vodafone

From what Declan told me, I assume Vodafone contracts state it can increase prices by up to 10 per cent

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

4: Orange

‘He ended by saying there is ‘something’ in the contract giving Orange the right to raise prices

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

3: O2

By law, O2 is allowed to change prices in line with inflation, so I would not be allowed to exit my contract without penalty

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

2: Three

If Three increased prices of its own accord, I would be able to leave without penalty as it would have breached its contract

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

1: T-Mobile

Leon seemed to have a basic rather than in-depth understanding of the rule changes

Manner – 4/5
Understanding – 5/5
Knowledge – 4/5
Helpfulness – 4/5
Clarity – 4/5
Overall – 4/5
Total – 25/30

Summary

Despite Mystery Calling on the day the changes came into force, only one of the CSAs knew about them. This is a concerning, as Ofcom will be monitoring network compliance.

Although he was aware of the changes, T-Mobile’s Leon didn’t know a lot about them. Three’s Philip and O2’s Sinab reassured me prices would rise but only because of inflation and the resulting changes to RPI.

Orange’s CSA Brad is going to get a bit of a shock when he sees the new rules – he’ll have a lot to learn.

Vodafone and Virgin came joint bottom due to a lack of knowledge, with Sam’s performance particularly bad.

Full article in Mobile News issue 557 (February 10, 2014).

To subscribe to Mobile News click here

NO COMMENTS

LEAVE A REPLY