3 tops the mobile complaints league table again!

wavejockglw · 22-09-2011, 17:19

3 UK has more complaints than any other mobile network official statistics published by Ofcom show today.

They have double the number of complaints per 1000 customers than any other mobile network in the UK and the number of complaints has been rising quarter by quarter.

02 have the lowest number of complaints. 3 have 0.14 per 1000, 02 have just 0.02 per 1000 Customers.

Orange had 0.07 per 1000, Vodafone and T-Mobile had 0.06 per 1000 and Virgin Mobile just 0.05 per 1000.

http://consumers.ofcom.org.uk/2011/0...mplaints-data/

wilt · 22-09-2011, 18:15

Ouch, bad result. Can't say it's unexpected though...that offshore call centre is a nightmare.

Thine Wonk · 22-09-2011, 18:47

Only 0.14%

They can't be doing that badly if they are the 5th fastest growing network in Europe they must be doing something right.

Others are losing customers, Three added 1.1 million customers net in the last year.

Three also have the lowest or 2nd lowest churn (can't remember which) of any mobile network in the UK.

prking · 22-09-2011, 19:30

Quote:

Originally Posted by Thine Wonk

Only 0.14%

They can't be doing that badly if they are the 5th fastest growing network in Europe they must be doing something right.

Others are losing customers, Three added 1.1 million customers net in the last year.

Three also have the lowest or 2nd lowest churn (can't remember which) of any mobile network in the UK.

Its not 0.14% its 0.14 complaints per 1000 customers.

However you want to dress it up its still double the rate of complaints ( serious enough to go to Ofcom ) compared to the next worst offender.

Your churn rate assertion doesn't seem to be correct, according to Wireless Intelligence (as of Q1 2011 - the latest figures) Three have the worst churn rate by far.

alanwarwic · 22-09-2011, 19:34

If the one with the highest prices has the lowest number of complaints does this reflect on the clientèle or the quality of service?

wavejockglw · 22-09-2011, 19:50

A truly auful result that comes as no surprise if you look at customer feedback on independent consumer review sites.

02 with nearly 23 million subscribers have to be congratuated for their quality of service and they prove the point that paying a little extra can be well worth it.

How long will it take 3 to get the message that dissatisfied customers are bad for business and make some effort to satisfy those they attract rather than continually thowing money at gaining more customers who are unhappy with their service.

Thine Wonk · 22-09-2011, 19:51

Quote:

Originally Posted by wavejockglw

A truly auful result that comes as no surprise if you look at customer feedback on independent consumer review sites.

02 with nearly 23 million subscribers have to be congratuated for their quality of service and they prove the point that paying a little extra can be well worth it.

How long will it take 3 to get the message that dissatisfied customers are bad for business and make some effort to satisfy those they attract rather than continually thowing money at gaining more customers who are unhappy with their service.

Standard Three bashing then Wavejock. Customers are happy, Three won many awards in the last 18 months for great coverage of 3G, speeds, and more. They grew by 1.1 million customers.

The consumer ISPs received many times more complaints per 1000, the actual number of complaints to Ofcom was only 0.14.

Sure, they have work to do, but you don't half love to be soooooooooo negative about Three constantly like a broken record just because you had a bad experience with them / vendetta.

Just a side note - it's not 02 (zero two) as you keep typing it's O2 (O for oxygen Two).

legends wear 7 · 22-09-2011, 19:56

Wonky going on ignore soon

wavejockglw · 22-09-2011, 19:57

Quote:

Originally Posted by Thine Wonk

Standard Three bashing then Wavejock.

Usual attempt at personalisation above then?

The norm of attacking an individual rather than addressing the issues when the agenda is not going your own way eh?

I think anyone who has been following conversations will know exactly what positions have been evident and can identify when contributers resort to cheap and pointless name calling.

Heading for ignore I think ..... deservedly.

Thine Wonk · 22-09-2011, 20:04

You two are the only two that constantly bash Three over and over again as much as you can. Just pointing that out, that's all.

I just wish you'd give the constant digging a rest so we can have a reasonable and sensible debate without all the emotional and over hyped bashing.

"A truly auful result.." "comes as no surprise.." etc

Stiggles · 22-09-2011, 20:07

Quote:

Originally Posted by Thine Wonk

You two are the only two that constantly bash Three over and over again as much as you can. Just pointing that out, that's all.

Might as well add me to that as well then.

I'm on Three's one plan and while the network is absolutely superb, the customer service is absolutely diabolical which is of course what the complaints are about. Offshore call centers are a nightmare.

mikey86uk · 22-09-2011, 20:08

surprised by Vodafone!

there shocking!

Stiggles · 22-09-2011, 20:10

Quote:

Originally Posted by mikey86uk

surprised by Vodafone!

there shocking!

Have to agree. I just had a call there from their debt management company because i cancelled a contract with them die to no signal in the area. They cancelled the contract yet still saw fit to chucking it to a debt company!

Useless imbeciles.

*MikeB* · 22-09-2011, 20:14

Quote:

Originally Posted by prking

Your churn rate assertion doesn't seem to be correct, according to Wireless Intelligence (as of Q1 2011 - the latest figures) Three have the worst churn rate by far.

Doesn't surprise me. People will want to leave as soon as they realise the network coverage is so dire compared to O2/Voda.

Stiggles · 22-09-2011, 20:15

Quote:

Originally Posted by *MikeB*

Doesn't surprise me. People will want to leave as soon as they realise the network coverage is so dire compared to O2/Voda.

Not here in Dundee it isnt. Three is actually the best out the lot.

wavejockglw · 22-09-2011, 20:17

Quote:

Originally Posted by Thine Wonk

You two are the only two that constantly bash Three over and over again as much as you can.

Oh well I suppose the Ofcom complaints results are irrelevant and the 100s of negative user reviews on idependent websites count for nothing?

Relevant experience about 3's performance also is nothing more than 'bashing' when it does not suit certain agendas.

One thing I have respect for is that Vodafone have forum monitors who attempt to engage with customers who have issues. 3 is nothing more than an attempt to be the Ryanair of the mobile industry with an attitude that cheap pricing will attract folks and poor service is acceptable because of the price. Only problem is that a flight is a short experience and one can get over a £30 bump for a bag at the gate but the same strategy does not work when folks have to put up with a product for 24 months.

There is no doubt that 3 have major issues with customer service and reliability in the UK and the feedback from their users is all the evidence needed.

Thine Wonk · 22-09-2011, 20:32

Why would 1.1 million people have moved to them in the last year and why would they have won awards from MacWorld, Broadband Genie, Top10.com, T3, Mobile Today for their data service speeds, network performance, coverage, reliability, value and won the Yougov mobile survey 5 times in a row otherwise.

Whilst their customer service isn't the best, I just don't think they deserve your bashing on everything you constantly bash them for, it's literally anything you can find to bash them, I note you slipped reliability in there now, coverage and frequencies in the other thread and many other posts, all bashing over and over.

dephanix02 · 22-09-2011, 20:35

Poor customer service is the price you have to pay for by far the best 3G (useable data speed - truly unlimited at that!) coverage & by far the cheapest contracts. I signed up to Three knowing all these facts & it suits my lifestyle perfectly!

Thine Wonk · 22-09-2011, 20:42

As others are posting you can't beat the network for performance and 3G coverage, most joined Three knowing the support is offshore, but joined for other reasons.

I'd rather the support stay offshore than Three put up the prices to match Vodafone or O2s data packages and prices. 500 MB caps and 84% 3G coverage - no thank you.

legends wear 7 · 22-09-2011, 20:44

Quote:

Originally Posted by Thine Wonk

Why would 1.1 million people have moved to us in the last year and why would we have won awards from MacWorld, Broadband Genie, Top10.com, T3, Mobile Today for our data service speeds, network performance, coverage, reliability, value and won the Yougov mobile survey 5 times in a row otherwise.

Whilst our customer service isn't the best, I just don't think we deserve your bashing on everything you constantly bash us for, it's literally anything you can find to bash us, I note you slipped reliability in there now, coverage and frequencies in the other thread and many other posts, all bashing over and over.

Corrected for you

Stiggles · 22-09-2011, 20:45

Quote:

Originally Posted by Thine Wonk

As others are posting you can't beat the network for performance and 3G coverage, most joined Three knowing the support is offshore, but joined for other reasons.

I'd rather the support stay offshore than Three put up the prices to match Vodafone or O2s data packages and prices. 500 MB caps and 84% 3G coverage - no thank you.

Jesus! The complaints are about the customer service. that's what people here are saying as well so what are you arguing about?

Fact is here, they are the worst network for customer service.

wavejockglw · 22-09-2011, 20:45

http://www.reviewcentre.com/reviews12640.html

Tells you all you need to know. Frequently updated and appended independent consumer reviews and just 17,8% of 3 contributers to that site would recommend them.

It's not just Ofcom that have evidence of poor customer satisfaction re 3 UK.

Thine Wonk · 22-09-2011, 21:10

Quote:

Originally Posted by wavejockglw

http://www.reviewcentre.com/reviews12640.html

Tells you all you need to know. Frequently updated and appended independent consumer reviews and just 17,8% of 3 contributers to that site would recommend them.

It's not just Ofcom that have evidence of poor customer satisfaction re 3 UK.

Not sure of your point here as Orange has only 19% recommended

http://www.reviewcentre.com/Mobile-P...review_1401925

O2 only 33%
http://www.reviewcentre.com/reviews145.html

and Vodafone 21%
http://www.reviewcentre.com/Mobile-P...review_1401936

People don't seek out websites so they can go to write good reviews about mobile networks. It's only when they have a bad experience that they go and post bad reviews on websites.

I do agree customer service isn't Three's strong point, absolutely agree. I just want to put a bit of balance to your posts that make the network sound like it's awful and failing, that's the impression you're trying to give and it's absolutely not the case.

mjdj1689 · 22-09-2011, 21:14

The thing is 02 have a lot less coverage than 3 with 3g, and 3 have hardly any 2g coverage, thou when you talk to someone on 02 it always seems to be bad call quality, compared to 3 or orange.

wavejockglw · 22-09-2011, 21:25

Quote:

Originally Posted by Thine Wonk

People don't seek out websites so they can go to write good reviews about mobile networks. It's only when they have a bad experience that they go and post bad reviews on websites.

Indeed and thats why 1091 people have decided to take the bother to post about 3 on Review Centre compared with 579 for Orange, 466 for 02 and just 381 for Vodafone.

Bearing in mind the network numbers 23 million for 02, 19 million for Vodafone and just 7.5 milion for 3 that represents a huge amount of dissatisfaction proportionately which the Ofcom report confirms.

There can be no doubt that customer satisfaction is a big issue for 3.

22-09-2011, 17:19	#1
wavejockglw Inactive Member Join Date: Oct 2002 Location: Glasgow Posts: 10,276	3 tops the mobile complaints league table again! 3 UK has more complaints than any other mobile network official statistics published by Ofcom show today. They have double the number of complaints per 1000 customers than any other mobile network in the UK and the number of complaints has been rising quarter by quarter. 02 have the lowest number of complaints. 3 have 0.14 per 1000, 02 have just 0.02 per 1000 Customers. Orange had 0.07 per 1000, Vodafone and T-Mobile had 0.06 per 1000 and Virgin Mobile just 0.05 per 1000. http://consumers.ofcom.org.uk/2011/0...mplaints-data/

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22-09-2011, 18:15	#2
wilt Forum Member Join Date: Oct 2004 Location: Potterspury Posts: 930	Ouch, bad result. Can't say it's unexpected though...that offshore call centre is a nightmare.

22-09-2011, 18:47	#3
Thine Wonk Forum Member Join Date: Mar 2009 Posts: 14,577	Only 0.14% They can't be doing that badly if they are the 5th fastest growing network in Europe they must be doing something right. Others are losing customers, Three added 1.1 million customers net in the last year. Three also have the lowest or 2nd lowest churn (can't remember which) of any mobile network in the UK.

22-09-2011, 19:30	#4
prking Forum Member Join Date: Sep 2002 Location: Weston-super-Mare Posts: 9,167	Quote: Originally Posted by Thine Wonk Only 0.14% They can't be doing that badly if they are the 5th fastest growing network in Europe they must be doing something right. Others are losing customers, Three added 1.1 million customers net in the last year. Three also have the lowest or 2nd lowest churn (can't remember which) of any mobile network in the UK. Its not 0.14% its 0.14 complaints per 1000 customers. However you want to dress it up its still double the rate of complaints ( serious enough to go to Ofcom ) compared to the next worst offender. Your churn rate assertion doesn't seem to be correct, according to Wireless Intelligence (as of Q1 2011 - the latest figures) Three have the worst churn rate by far.

22-09-2011, 19:34	#5
alanwarwic Forum Member Join Date: Oct 2003 Location: the wild world web Posts: 28,132	If the one with the highest prices has the lowest number of complaints does this reflect on the clientèle or the quality of service?

22-09-2011, 19:50	#6
wavejockglw Inactive Member Join Date: Oct 2002 Location: Glasgow Posts: 10,276	A truly auful result that comes as no surprise if you look at customer feedback on independent consumer review sites. 02 with nearly 23 million subscribers have to be congratuated for their quality of service and they prove the point that paying a little extra can be well worth it. How long will it take 3 to get the message that dissatisfied customers are bad for business and make some effort to satisfy those they attract rather than continually thowing money at gaining more customers who are unhappy with their service.

22-09-2011, 19:51	#7
Thine Wonk Forum Member Join Date: Mar 2009 Posts: 14,577	Quote: Originally Posted by wavejockglw A truly auful result that comes as no surprise if you look at customer feedback on independent consumer review sites. 02 with nearly 23 million subscribers have to be congratuated for their quality of service and they prove the point that paying a little extra can be well worth it. How long will it take 3 to get the message that dissatisfied customers are bad for business and make some effort to satisfy those they attract rather than continually thowing money at gaining more customers who are unhappy with their service. Standard Three bashing then Wavejock. Customers are happy, Three won many awards in the last 18 months for great coverage of 3G, speeds, and more. They grew by 1.1 million customers. The consumer ISPs received many times more complaints per 1000, the actual number of complaints to Ofcom was only 0.14. Sure, they have work to do, but you don't half love to be soooooooooo negative about Three constantly like a broken record just because you had a bad experience with them / vendetta. Just a side note - it's not 02 (zero two) as you keep typing it's O2 (O for oxygen Two).

22-09-2011, 19:56	#8
legends wear 7 Guest Join Date: Dec 2007 Posts: 2,070	Wonky going on ignore soon

22-09-2011, 19:57	#9
wavejockglw Inactive Member Join Date: Oct 2002 Location: Glasgow Posts: 10,276	Quote: Originally Posted by Thine Wonk Standard Three bashing then Wavejock. Usual attempt at personalisation above then? The norm of attacking an individual rather than addressing the issues when the agenda is not going your own way eh? I think anyone who has been following conversations will know exactly what positions have been evident and can identify when contributers resort to cheap and pointless name calling. Heading for ignore I think ..... deservedly.

22-09-2011, 20:04	#10
Thine Wonk Forum Member Join Date: Mar 2009 Posts: 14,577	You two are the only two that constantly bash Three over and over again as much as you can. Just pointing that out, that's all. I just wish you'd give the constant digging a rest so we can have a reasonable and sensible debate without all the emotional and over hyped bashing. "A truly auful result.." "comes as no surprise.." etc

22-09-2011, 20:07	#11
Stiggles Forum Member Join Date: Jan 2011 Location: Dundee, Scotland Posts: 9,293	Quote: Originally Posted by Thine Wonk You two are the only two that constantly bash Three over and over again as much as you can. Just pointing that out, that's all. Might as well add me to that as well then. I'm on Three's one plan and while the network is absolutely superb, the customer service is absolutely diabolical which is of course what the complaints are about. Offshore call centers are a nightmare.

22-09-2011, 20:08	#12
mikey86uk Forum Member Join Date: Feb 2005 Location: England Posts: 5,525	surprised by Vodafone! there shocking!

22-09-2011, 20:10	#13
Stiggles Forum Member Join Date: Jan 2011 Location: Dundee, Scotland Posts: 9,293	Quote: Originally Posted by mikey86uk surprised by Vodafone! there shocking! Have to agree. I just had a call there from their debt management company because i cancelled a contract with them die to no signal in the area. They cancelled the contract yet still saw fit to chucking it to a debt company! Useless imbeciles.

22-09-2011, 20:14	#14
MikeB Forum Member Join Date: Jul 2000 Posts: 4,807	Quote: Originally Posted by prking Your churn rate assertion doesn't seem to be correct, according to Wireless Intelligence (as of Q1 2011 - the latest figures) Three have the worst churn rate by far. Doesn't surprise me. People will want to leave as soon as they realise the network coverage is so dire compared to O2/Voda.

22-09-2011, 20:15	#15
Stiggles Forum Member Join Date: Jan 2011 Location: Dundee, Scotland Posts: 9,293	Quote: Originally Posted by MikeB Doesn't surprise me. People will want to leave as soon as they realise the network coverage is so dire compared to O2/Voda. Not here in Dundee it isnt. Three is actually the best out the lot.

22-09-2011, 20:17	#16
wavejockglw Inactive Member Join Date: Oct 2002 Location: Glasgow Posts: 10,276	Quote: Originally Posted by Thine Wonk You two are the only two that constantly bash Three over and over again as much as you can. Oh well I suppose the Ofcom complaints results are irrelevant and the 100s of negative user reviews on idependent websites count for nothing? Relevant experience about 3's performance also is nothing more than 'bashing' when it does not suit certain agendas. One thing I have respect for is that Vodafone have forum monitors who attempt to engage with customers who have issues. 3 is nothing more than an attempt to be the Ryanair of the mobile industry with an attitude that cheap pricing will attract folks and poor service is acceptable because of the price. Only problem is that a flight is a short experience and one can get over a £30 bump for a bag at the gate but the same strategy does not work when folks have to put up with a product for 24 months. There is no doubt that 3 have major issues with customer service and reliability in the UK and the feedback from their users is all the evidence needed.

22-09-2011, 20:32	#17
Thine Wonk Forum Member Join Date: Mar 2009 Posts: 14,577	Why would 1.1 million people have moved to them in the last year and why would they have won awards from MacWorld, Broadband Genie, Top10.com, T3, Mobile Today for their data service speeds, network performance, coverage, reliability, value and won the Yougov mobile survey 5 times in a row otherwise. Whilst their customer service isn't the best, I just don't think they deserve your bashing on everything you constantly bash them for, it's literally anything you can find to bash them, I note you slipped reliability in there now, coverage and frequencies in the other thread and many other posts, all bashing over and over.

22-09-2011, 20:35	#18
dephanix02 Forum Member Join Date: Dec 2007 Posts: 333	Poor customer service is the price you have to pay for by far the best 3G (useable data speed - truly unlimited at that!) coverage & by far the cheapest contracts. I signed up to Three knowing all these facts & it suits my lifestyle perfectly!

22-09-2011, 20:42	#19
Thine Wonk Forum Member Join Date: Mar 2009 Posts: 14,577	As others are posting you can't beat the network for performance and 3G coverage, most joined Three knowing the support is offshore, but joined for other reasons. I'd rather the support stay offshore than Three put up the prices to match Vodafone or O2s data packages and prices. 500 MB caps and 84% 3G coverage - no thank you.

22-09-2011, 20:44	#20
legends wear 7 Guest Join Date: Dec 2007 Posts: 2,070	Quote: Originally Posted by Thine Wonk Why would 1.1 million people have moved to us in the last year and why would we have won awards from MacWorld, Broadband Genie, Top10.com, T3, Mobile Today for our data service speeds, network performance, coverage, reliability, value and won the Yougov mobile survey 5 times in a row otherwise. Whilst our customer service isn't the best, I just don't think we deserve your bashing on everything you constantly bash us for, it's literally anything you can find to bash us, I note you slipped reliability in there now, coverage and frequencies in the other thread and many other posts, all bashing over and over. Corrected for you

22-09-2011, 20:45	#21
Stiggles Forum Member Join Date: Jan 2011 Location: Dundee, Scotland Posts: 9,293	Quote: Originally Posted by Thine Wonk As others are posting you can't beat the network for performance and 3G coverage, most joined Three knowing the support is offshore, but joined for other reasons. I'd rather the support stay offshore than Three put up the prices to match Vodafone or O2s data packages and prices. 500 MB caps and 84% 3G coverage - no thank you. Jesus! The complaints are about the customer service. that's what people here are saying as well so what are you arguing about? Fact is here, they are the worst network for customer service.

DS Forums

3 tops the mobile complaints league table again!

22-09-2011, 21:10	#23
Thine Wonk Forum Member Join Date: Mar 2009 Posts: 14,577	Quote: Originally Posted by wavejockglw http://www.reviewcentre.com/reviews12640.html Tells you all you need to know. Frequently updated and appended independent consumer reviews and just 17,8% of 3 contributers to that site would recommend them. It's not just Ofcom that have evidence of poor customer satisfaction re 3 UK. Not sure of your point here as Orange has only 19% recommended http://www.reviewcentre.com/Mobile-P...review_1401925 O2 only 33% http://www.reviewcentre.com/reviews145.html and Vodafone 21% http://www.reviewcentre.com/Mobile-P...review_1401936 People don't seek out websites so they can go to write good reviews about mobile networks. It's only when they have a bad experience that they go and post bad reviews on websites. I do agree customer service isn't Three's strong point, absolutely agree. I just want to put a bit of balance to your posts that make the network sound like it's awful and failing, that's the impression you're trying to give and it's absolutely not the case.

22-09-2011, 21:14	#24
mjdj1689 Forum Member Join Date: Apr 2004 Location: Cheshire Posts: 2,470	The thing is 02 have a lot less coverage than 3 with 3g, and 3 have hardly any 2g coverage, thou when you talk to someone on 02 it always seems to be bad call quality, compared to 3 or orange.

22-09-2011, 21:25	#25
wavejockglw Inactive Member Join Date: Oct 2002 Location: Glasgow Posts: 10,276	Quote: Originally Posted by Thine Wonk People don't seek out websites so they can go to write good reviews about mobile networks. It's only when they have a bad experience that they go and post bad reviews on websites. Indeed and thats why 1091 people have decided to take the bother to post about 3 on Review Centre compared with 579 for Orange, 466 for 02 and just 381 for Vodafone. Bearing in mind the network numbers 23 million for 02, 19 million for Vodafone and just 7.5 milion for 3 that represents a huge amount of dissatisfaction proportionately which the Ofcom report confirms. There can be no doubt that customer satisfaction is a big issue for 3.