Mystery Caller: Samsung Galaxy S5 with roaming

Keen to stick with Samsung, Mystery Caller wants to upgrade his Galaxy S3 to an S5. The stumbling block is he’s travelling to the US and requires a data bundle. Could the networks cope?

6: Virgin

He got the upfront prices right but the tariff prices are £10 a month cheaper. He had no idea what he was talking about

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

5: Vodafone

I asked about the S5’s specs. “What do you mean by that?”he said, confusingly. I couldn’t believe my ears

Manner – 2/5
Understanding – 2/5
Knowledge – 0/5
Helpfulness – 0/5
Clarity – 1/5
Overall – 1/5
Total – 6/30

4: Orange

This was either an oversight by Rihanna or pure laziness. I wasn’t impressed

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

3: T-Mobile

I moved onto handset specifications, and this definitely wasn’t one of Dave’s strong points

Manner – 3/5
Understanding – 3/5
Knowledge – 2/5
Helpfulness – 2/5
Clarity – 1/5
Overall – 3/5
Total – 14/30

2: O2

“Some people tell me I could talk the hind legs off a donkey,” said Jean. It’s very true but quite funny nonetheless

Manner – 5/5
Understanding – 5/5
Knowledge – 4/5
Helpfulness – 4/5
Clarity – 4/5
Overall – 4/5
Total – 26/30

1: Three

“The deal we have on right now, nobody else can touch it.” Zed was going for the jugular, which is what the majority of the CSAs lack

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

Summary

The majority of the operators struggled with questions about international roaming and, most surprisingly, selling me the Galaxy S5.

Virgin and Vodafone were useless. Virgin’s John had no intention of helping me and his inaccuracies were astounding, as was the case with the CSA at Vodafone

The two EE brands were quite evenly matched. Rihanna was convinced I could use my UK allowances in the US, which was wrong, while Dave’s hesitancy and rambling over specs let him down badly.

O2 and Three were the two frontrunners. Jean was very pleasant but perhaps rambled too much, but Zed at Three put in a flawless performance with a real aim of trying to sell the product and service to me, and his explanations were clear.

Full article in Mobile News issue 564 (May 19, 2014).

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One thought on “Mystery Caller: Samsung Galaxy S5 with roaming

  1. Mystery Commenter

    Regarding Virgins tariffs we should bear in mind that Virgins tariff are £10 more expensive to non Media customers, so in fact the agents information was correct however this should have been advised on the call regardless.

    Thanks

    Reply

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