Mystery Caller: Music downloads

All the SIM cards used in our network mystery caller are privately purchased from independent dealers and retail shops. This means the networks have no way of knowing it’s Mobile News calling them.

6: T-Mobile

I listened to ‘Since you’ve been gone’ while Ian went to find the answer. Appropriate as he was gone for five minutes

Manner – 2/5
Understanding – 1/5
Knowledge – 0/5
Helpfulness – 0/5
Clarity – 0/5
Overall – 1/5
Total – 4/30

5: Orange

Ahmed sounded like a machine gun firing quick, mono-syllabic words at me. Perhaps nature was calling the other line

Manner – 1/5
Understanding – 3/5
Knowledge – 1/5
Helpfulness – 0/5
Clarity – 1/5
Overall – 2/5
Total – 8/30

4: O2

Was today an official holiday at O2? ‘Be As Rude As You Can Day, perhaps, with hats and streamers

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

3: Vodafone

“Would you like to sign up now?” Steady on, Claire. We’d only just met – I wasn’t ready for commitment

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

2: Virgin Mobile

Gift answered my call. Interesting name, if she could live up to giving me the gift of music downloads

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

1: 3

The deal meant I would have £47 spare to go to the pub. I was almost sucked in by it

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

Summary

This Mystery Call was a mixed bag of surprises. T-Mobile’s and Vodafone’s efforts were shocking, and demonstrated a lack of knowledge, while 3 was marked as the crème de la crème.

T-Mobile and Vodafone had me feeling suicidle at their lack of knowledge and enthusiasm, while Orange and O2 got my blood boiling with their rude comments.

Virgin and 3 must be commended for their top notch service, but Virgin’s Gift missed out on top scores due to the confusion over subscription services.

I was surprised by the amount of effort 3 went to to make the experience exceptional, and Kishan by far stood out amongst the CSAs for all his efforts.

Full review in Mobile News issue 449 (October 5, 2009).

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