[Pres.F]

I recently arranged with 3 to have my faulty mobile phone replaced and they gave me a time window of 8am to 6pm.

I waited in all day and nothing came.

After calling them today they claimed that they were unable to deliver the phone and tried to contact me at 5:40pm to let me know this. Despite having an alternate number for me they chose to contact me on the mobile (which they obviously knew was broken)

after a lengthy phone call explaining this they have told me that the most they can offer me is 5 days line rental refund (4.50GBP)

I find this completely unacceptable as 10 and a half hours of my time (the length of time wasted by waiting in all day and calling them) is worth much more to me than less than a fiver.

has anyone else had any similar experiences?
any advice would be gratefully appreciated

[hamid84]

I would not waste my time anymore by being on the phone after wasting 10 hours and asking them for good compensation.

£4.50 is still good.. Simply give up and ask them to pick handset again.

Cant suggest anything further...

[ShaunIOW]

As none delivery was their fault and you've already waited a day insist that they make sure delivery is before 9am or a Sat next time so you don't have to hang around another day.

[flagpole]

get it delivered to work. you wont get any more compo out of them. that's just life.

[kiellliam]

Very nice of Three as they don't deliver the phone, another company does, this happened to me got it sorted the next day, they seemed not to want to get out of the van to change the phone over i had to stand by the window so they knew i was in

[kiellliam]

What i mean it's very nice of Three to compensate, but it's another (delivery) company who sort out the exchanges for Three so it's not all Three fault

[noonesin]

But Three customers do not have a contract with the courier company, we have it with Three.
Three should give more compensation and then claim it back themselves from the courier company

[Pres.F]

Well, here's an update.

I agreed to accept the £4.50 and took a redelivery on Saturday before 12.

All sorted......or so I thought. The only problem now is that the phone didn't arrive AGAIN!

After ringing Customer Services yesterday it would appear that 3 don't do exchanges on a Saturday - And the phone was organised to be delivered today (Monday) instead of the Saturday I agreed to.

So this is now a further 4 hours (+ another hour on the phone yesterday to try and sort it out) brings the amount of time wasted on this exchange now to a whopping 15+ hours.

3 have offered ANOTHER £4.50 credit which I refused as I don't think £9 is suitable compensation for over 15 hours of wasted time (not to mention the phone call costs and loss of service from Thursday to Sunday) so I am waiting for a senior manager to call me back. (I was told that I will certainly recieve a callback within 48 hours - 24 to go!!)

At this stage I have completely lost all faith in the so-called customer service I am recieving from this company.

[chris20]

you are dealing with the crappest customer service out of any network they use to drive me mad they are rude and can never do things first time.

[kyussmondo]

Quote:

Originally Posted by chris20

you are dealing with the crappest customer service out of any network they use to drive me mad they are rude and can never do things first time.

Ain't that the truth. Orange or 3, never again even if they do have cheap deals and good 3G coverage.

[JSemple3]

I would email the executive office.

executive.office@three.co.uk

I'm sure they've got a number too if you want that I can look that up.

[chris20]

i went from 3 to orange and there customer service is 1 of the best i have ever dealt with British very helpful and they always seem to sort the problem out first time all contract people get British only pas as you go get Indian.

Quote:

Originally Posted by kyussmondo

Ain't that the truth. Orange or 3, never again even if they do have cheap deals and good 3G coverage.

[kyussmondo]

Quote:

Originally Posted by chris20

i went from 3 to orange and there customer service is 1 of the best i have ever dealt with British very helpful and they always seem to sort the problem out first time all contract people get British only pas as you go get Indian.

I know both O2 and T-Mobile use English operators. I am aware the Orange operators are English and they may have improved now, but in the past they have been poor, although 3 is just beyond bad. Not really dealt with Vodafone.

[Pres.F]

no callback was recieved.

i should probably just give in.

i am astounded at the level of service i have recieved from this company and i am not renewing my contract with these jokers.

thanks for all the responses.

[coopermanyorks]

Why not arrange for them to collect it from work , if you give in now your phone won't ever get fixed

[kiellliam]

Quote:

Originally Posted by Pres.F

no callback was recieved.

i should probably just give in.

i am astounded at the level of service i have recieved from this company and i am not renewing my contract with these jokers.

thanks for all the responses.

Instead of waiting for them to phone you, phone them

http://www.three.co.uk/personal/help..._us_/index.omp

Hassle them a bit they sure to sort it out, ask to be put through to the director or manager you should then be connected back to a uk representative. A person in the uk knows what's going on better than a person in a other country

You may want to read this

http://www.three.co.uk/personal/cont...=1109270025945

To see where you stand


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