Three (3) Mobile Phone Operator |
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Consumer reviews about Three (3) Mobile Phone Operator |
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mollyemt
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Jan 16, 2012
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Total lack of disregard when victim of fraud
are you SURE that the original letter you received on the 5th isn't the fraud ???? letters like that will spook people into giving out information that will perpetrate a new fraud all together
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Anon123123
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Jan 31, 2012
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Total lack of disregard when victim of fraud
Update –
I finally received an email from the Executive Office:
Thank you for contacting the Executive Office. It sounds like your query needs some more investigation, please contact our team that can specifically help you. Please call our customer services free on 333 from a Three phone, or on 0843 373 3333 (standard rate) from any other phone.
If it’s a mobile broadband query, please call 500 from any Three phone or 0843 373 0500 from any other phone (again standard rate).
Don’t forget, there’s also help and advice on www.three.co.uk.
And our Complaints Code can be found on our website, using the following link: -
http://www.three.co.uk/Help_Support/Contact_Us/Complaints_code
You can contact us on our website using this link:
http://www.three.co.uk/Support/Contact_us
I hope this will be of some help to you.
Thank you again
Initially I thought, excellent, finally I can talk to someone about my situation. I called Vijay Tripathi picked up the phone in an Indian call centre. I was surprised at this point because the email says “contact our team that can specifically help you” to my surprise, Vijay had no clue regarding my complaint, he said I had never called the call centre before. To this I was shocked. Of course I have called the call centre, this is how initially lodged the complaint. Vijay confirmed that there was nothing written on the system. He then asked me to read my entire letter with my requirements that I have sent to the executive office. I was gobsmacked at this, as its almost 2 pages long. I asked him if he has an email I can email the letter to, to which he replied no. Then I asked him if there is a contact for the Glasgow office, to which he said no. Finally when I told him I was recording this conversation, he told me to email the letter to [email protected] and the Ecare department will handle the complaint. So now it’s almost as if, after everything I’ve been through, I have to lodge a brand new complaint. Welcome to the world of 3!
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carolineAP
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Feb 8, 2012
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Total lack of disregard when victim of fraud
For the second time in less than a year someone has managed to 'upgrade' my plan and get a new phone sent to their address. After half an hour on the phone cancelling all orders I then had a call confirming which address I want the phone delivered to.AHHH.
The person who had gained access to my account had changed the password (which I had put on since the last time this had happened), when asked for my password I explained that It had been changed and then they just asked for a couple of bits of information as a form of security that anyone could possible get hold of.
As soon as mu contract is up I am leaving three as not only is the coverage poor, they have no security measures.
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R Perera
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Feb 8, 2012
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Total lack of disregard when victim of fraud
Up to today, I have not had a word from Three! Its a complete disgrace. It shows a total disregard for privacy, confidentiality and security of other peoples data. They should be exposed! Maybe watchdog or another program that deals with this type of situation because I can guarantee that these companies only take things seriously when it gets on TV. With everything I have suffered I still have more sympathy for you as your situation must be even more frustrating! Dont you hate companies that cheapen themselves and have international call centres?! The good thing is, as a consumer we have a choice and switching supplier is not costly. The bigger companies seem to think they are above bankrupcy how wrong they can be! good luck with your situation
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Euan Foster
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Feb 10, 2012
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Total lack of disregard when victim of fraud
Everything about this is a disgrace. 3 are certainly are not giving the level of care to the customer you'd hope when you sign up with them. Good luck with this!
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sandina
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Oct 29, 2012
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Three (3) Mobile Phone Operator - if your handset is faulty, they don't fix it but give you back your old one and say they gave you a new one
03 Aug 2011: brought my 6-month-old handset into store because of a number of issues, including lack of speaker phone (to hear the other party when making/receiving phone calls, non-functioning of SIM card, non-functioning of data, despite being on the One Plan (unlimited data)). It took 3 months of going back to various stores, during which time, I was given several SIM card replacements. At the time, Three did not provide loan phones, and sending it in for repair would have meant that I would be without any phone or data connection for 2-4 weeks. As this was an unacceptable solution to me, I decided to try other ways of resolving the problems.
Oct 2011: After 3 full months of visiting numerous 3 stores most weeks and weekends, and having identified some retail sales people who were more technically knowledgeable, my data services was working somewhat. The speaker on the handset and the phone not recognising the SIM card continued to be major issues that could not be resolved.
Nov 2011 - July 2012: I tried occasionally to call customer service, tech support. No resolution. I gave up.
mid-July 2012: no phone or data services for 1 full week. Apparently, 3 was experiencing severe outages. It was tweeted, but nothing was posted on their website. Speaking to several Tech Support people on numerous occasions provided me with this information. I tweeted Three; no reply. Tech Support (a few commendable and helpful people there) mentioned that there are now loaner phones that I can use whilst my phone is being repaired. I took my phone into the store. No loaner phone. I waited a week or 2 until one was available and then brought my phone back in for repair.
Aug 2012: my phone repair was returned. It was worse than before, as there were now a couple of new issues, in addition to the previous faults not being repaired. I sent my phone straight back into repair... a total of 6 times.
Sept 2012: my phone was in repair for 4 weeks, and I desperately asked the store about it. They could not trace it. 1 week later, however, they finally found it and returned it from repair. Whilst in-store, I put the battery back (back cover now missing, taken and disposed of by the Repair Ctr) and the SIM card. I never left the store with my phone because it did not work. I repeated this process 5 more times. One of those times, the Repair Ctr claimed to have replaced my handset with a new handset. I had secretly marked my phone. They returned MY handset, despite claiming to have given me a new handset. By the way, the IMEI was the same as mine.
Oct 2012: received a phone call from the 3 store. They said: "please don't come back in until Customer Service agrees to give you a new phone. You are wasting our time by coming in. Your phone is here, but it probably is not repaired, just like the previous 5 times. The Repair Ctr says that it is repaired, but it probably is not." One week later: unhappy 3 store salesperson called and asked for the loaner phone back and said I would be charged a late fee. I mentioned that his colleague had told me not to come back. He told me he didn't care what his colleague may have told me. It's in the small writing of the Terms and Conditions that I would be charged a late fee.
end Oct 2012: escalated this issue. This is the 4th escalation that I have done with customer service in the last 4 months. Still waiting to hear back... Anisha, the Customer Service Mgr, however, did call me back when the call got cut off (4 times during our conversation, which begs the question about the quality of the 3 network)...
3 offered to resolve the lack of a working handset by:
(a) my paying for an early upgrade and paying for a new handset. Of course, I would pay ALL costs of the early upgrade and tie myself in for another 24 months.
(b) sending in my phone again for repair
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