Originally Posted by Everything Goes:
“Unsurprisngly these findings suggest that the customer-service problems that accompanied 3’s launch had not gone away.”
This is a shame.
I find that the Three network is great. The signal's spot on, the price is excellent and the tarrif I'm on matches my needs perfectly. So why if Three can get this right do they STILL get customer service so badly wrong???
Many of you on here will know from my previous posts on here that I often stick up for the Three network and am a very happy user, but I what I do admit is there customer service is one of the worst I have ever encountered, not just in the mobile phone market, but in any service that I have ever used!
I have in the past avoided calling customer services when I've had a problem because I know what sort of nightmare I am in for if I try to call them. They delay in answering my calls, the poor language barrier, it's all very annoying.
If I have a problem with Three I often rely on Google to find the answer to my query! This is outragous I know, but it's better than calling Three themselves.
I used to email customer services and thought I had found the answer to my problem, but this too is now slow and often gets a one email reply that doesn't completely answer your problem and offers no way to follow up the problem except to either call or send another email and start again.
The Three network scores a high 90/100 from me and has improved massively since it's launch. I am in my second year with them and may stick with them to be honest for a third, but customer service at Three gets nothing! Not even 1/100 and it's a shame. They have an excellent network with the best 3G coverage in the country and spot on tarrifs, so why shoot themselves in the foot by not looking after their customers with the customer service they deserve?
I can understand that Three is a company and that it needs to at least try to make a profit, but by cutting corners and using a foreign call centre that clearly cannot give a high enough quality of support that we have come to expect in this day and age they may be saving money in their employment, but it's at the customers expense and this in the long run will be their downfall.
It's time Three realised they have an excellent network and took a long hard look at their customer services. Look after your customers and they will be happy!
This is based on my own experiences and the experiences of those that I know on the Three network. We are all happy with the network, but we all dread problems arising because we know we must try to tackle the nightmare that is Three Customer Service....
Just as a note to this, I am going on a short break abroad at the end of this month and was wanting to take my phone with me, but the thought of talking to Three over the phone has put me off and I won't be organising international roaming. It's a sorry state when I don't feel I can ask my own phone network to give me roaming because I can't bear the thought of the difficulties I know I will face if I try to speak to them!