Mystery Caller: Roaming in Brazil

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With the World Cup in Brazil, Mystery Caller is off to see if England can end 48 years of hurt and bring the trophy home. However, he’s worried about the cost of using his mobile there. Can the networks advise?

6: Orange

If it hadn’t been for the background noise, I could have been mistaken for thinking he had put the phone down on me

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

=4: Vodafone

She kept rambling on about this offer for another minute or so, but Lauren was completely wrong

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

=4: T-Mobile

He then gave me another telephone number to call, which turned out to be for Orange customer services

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

3: Virgin

There was no mention of data. Maybe she didn’t know the prices. I pusher her for more. She was hesitating and eventually said it would cost me £5 per MB

Manner – 4/5
Understanding – 3/5
Knowledge – 3/5
Helpfulness – 3/5
Clarity – 3/5
Overall – 3/5
Total – 25/30

2: Three

She began rambling on about the differences between contract and SIM-only. I had no idea what she was talking about…

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

1: O2

Shaun said he had read an article on the BBC website that there are a lot of muggings in Brazil and to not make a fuss if I was to get mugged ‘because it does get taken further’

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

Summary

This was a wide-ranging performance from the operators but with the World Cup approaching, some need to do their research.

Both the CSAs at Orange and T-Mobile seemed to think I could use my UK allowances from an EE Extra tariff in Brazil but as hard as I tried to confirm this, I found it to be wrong. Donna only finished above the Orange CSA due to a genuine effort to help me and some sound information provided.

Vodafone’s Lauren rambled but provided me with solid advice on how to reduce costs. Virgin’s Rebecca was a little hesitant but finished strongly with her sales pitch, whilst Three’s knowledge of Brazilian operators was impressive.

O2’s Shaun was the clear winner though, and put in an absolutely spotless performance, impressing with his vast knowledge on how to avoid “bill shock”.

Full article in Mobile News issue 565 (June 2, 2014).

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