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3 tops the mobile complaints league table again! |
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#1 |
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Inactive Member
Join Date: Oct 2002
Location: Glasgow
Posts: 10,276
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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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#2 |
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Forum Member
Join Date: Oct 2004
Location: Potterspury
Posts: 930
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Ouch, bad result. Can't say it's unexpected though...that offshore call centre is a nightmare.
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#3 |
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Forum Member
Join Date: Mar 2009
Posts: 14,577
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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. |
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#4 |
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Forum Member
Join Date: Sep 2002
Location: Weston-super-Mare
Posts: 9,167
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Quote:
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. 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. |
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#5 |
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Forum Member
Join Date: Oct 2003
Location: the wild world web
Posts: 28,132
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If the one with the highest prices has the lowest number of complaints does this reflect on the clientèle or the quality of service?
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#6 |
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Inactive Member
Join Date: Oct 2002
Location: Glasgow
Posts: 10,276
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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. |
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#7 |
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Forum Member
Join Date: Mar 2009
Posts: 14,577
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Quote:
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. 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). |
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#8 |
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Guest
Join Date: Dec 2007
Posts: 2,070
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Wonky going on ignore soon
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#9 |
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Inactive Member
Join Date: Oct 2002
Location: Glasgow
Posts: 10,276
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Quote:
Standard Three bashing then Wavejock.
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. |
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#10 |
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Forum Member
Join Date: Mar 2009
Posts: 14,577
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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 |
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#11 |
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Forum Member
Join Date: Jan 2011
Location: Dundee, Scotland
Posts: 9,293
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Quote:
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'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. |
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#12 |
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Forum Member
Join Date: Feb 2005
Location: England
Posts: 5,525
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surprised by Vodafone!
there shocking! |
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#13 |
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Forum Member
Join Date: Jan 2011
Location: Dundee, Scotland
Posts: 9,293
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Quote:
surprised by Vodafone!
there shocking! Useless imbeciles. |
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#14 |
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Forum Member
Join Date: Jul 2000
Posts: 4,807
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Quote:
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.
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#15 |
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Forum Member
Join Date: Jan 2011
Location: Dundee, Scotland
Posts: 9,293
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Doesn't surprise me. People will want to leave as soon as they realise the network coverage is so dire compared to O2/Voda.
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#16 |
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Inactive Member
Join Date: Oct 2002
Location: Glasgow
Posts: 10,276
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Quote:
You two are the only two that constantly bash Three over and over again as much as you can.
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. |
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#17 |
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Forum Member
Join Date: Mar 2009
Posts: 14,577
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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. |
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#18 |
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Forum Member
Join Date: Dec 2007
Posts: 333
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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!
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#19 |
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Forum Member
Join Date: Mar 2009
Posts: 14,577
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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. |
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#20 |
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Guest
Join Date: Dec 2007
Posts: 2,070
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Quote:
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. |
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#21 |
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Forum Member
Join Date: Jan 2011
Location: Dundee, Scotland
Posts: 9,293
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Quote:
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. Fact is here, they are the worst network for customer service. |
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#22 |
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Inactive Member
Join Date: Oct 2002
Location: Glasgow
Posts: 10,276
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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. |
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#23 |
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Forum Member
Join Date: Mar 2009
Posts: 14,577
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Quote:
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. 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. |
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#24 |
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Forum Member
Join Date: Apr 2004
Location: Cheshire
Posts: 2,470
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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.
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#25 |
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Inactive Member
Join Date: Oct 2002
Location: Glasgow
Posts: 10,276
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Quote:
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.
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. |
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