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Phones 4 U - Good afternoon, Phones4U, my name is [name]. Can I take your mobile number or previous reference number?

Mktg - Hi. I'm not actually a Phones4U customer, but I'd like to speak to someone about an ad I've seen recently. I wanted to hear some thoughts on it.

Phones 4 U - OK.

Mktg - I'm a Scout Leader in one of my local villages. I've seen this ad, which presents quite a damning image of us. We put a lot of effort into what we do, and I wanted to know what the thought was behind it.  

Phones 4 U - OK. If I take your information down, I can forward that on to our press department.

Mktg - So there's no response to it, or anything like that?

Phones 4 U - I can take your details and include them on the information I send over.

Mktg - Have you seen the ad yourself?

Phones 4 U - I haven't seen it myself, no.

Mktg - It's a man in scout uniform. It looks a bit harsh. He's grumpy and bald.

Phones 4 U - So you feel it discriminates against the Scouts?

Mktg - It's not just that. It portrays a bit of a wrong image. We try to get people to look at us differently.

Phones 4 U - We can forward you a response. Do you want to give me a contact of some way we can send you it?

Mktg - [Gives details.] How do I make an official complaint? Is there an outside body?

Phones 4 U - I'll pass the information onto the team and get them to get you a response.

Mktg - OK, I'd probably rather ring the outside body. If I were a customer I'd want to complain to you. I just wanted to voice my opinion. Thanks for your time.

Phones 4 U - Thank you, bye.

Verdict - Although the call-handler was polite, I found it strange that he had not seen any of his company's . He said that he would pass the message to a press team for a response. I knew that the Scout Association had already written to the mobile-phone company, and, after a deluge of complaints, Phones4U had already pulled the ad, so I was surprised that its call-handlers had not been briefed on the matter.

Score 3/10