Mystery shopper: T-Mobile customer service, Christmas shopping – The best PAYG phones
Our mystery shopper turns to the mobile networks for help when choosing a Christmas present for a teenage relative.
For more details on our mystery shopping series, including the questions we ask, the dream response to our customer service query, and a run down of how T-Mobile compared to the competition, head over to our summary page.
It took a little while to get through T-Mobile’s automated system and hold music but once did I was greeted by a lovely lady who seemed delighted to hear from me and was very eager to help.
I explained the situation and she asked me if I was after PAYG or contract deal and checked what my budget was. Armed with my answers she called up a list of suitable phones and then asked me if there were any particular features I was after.
I said ideally I was looking for a touchscreen phone and she said she would have a look.
Building a rapport
She came back with the T-Mobile Rapport saying it was one of the most popular devices at that price range. It had a touchscreen and ran on the Android operating system, meaning it would be able to download apps.
She went through the features and explained the benefits of Android well, before telling me that the Rapport was available for a budget-friendly £60.
She next picked out the Samsung Galaxy Mini, after she’d first warned me that it was a little out of my price range but was still worth considering. This cost £100 but was apparently very good value, and was better quality than the cheaper handset.
She then gave me some further options, starting with the Samsung Monte Slider. This was more basic than the Galaxy Mini and was available for the bargain basement price of £50.
Next up was the Samsung Ch@t 335. This cost £70 and was a good choice ‘because it looks like a BlackBerry’. She said she liked the look of the Ch@t and pointed out that the full Qwerty keyboard would make it easier to type out text messages but I wasn’t convinced.
With lots to consider I said I’d have to have a think about it and she gracefully let me go without any attempts to close a sale saying ‘any questions, don’t hesitate to give us a call back’.
A great performance from the rep from T-Mobile. She was friendly, asked pertinent questions, provided a lot of alternative phones and didn’t get bogged down trying to close the deal.
She not only understood my situation and tried to help, but she was pleasant in the process.
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