I dislike giving such a poor review, but the quality of service I have received from 3 is beyond poor. Having been Head of Customer Services for organisations myself, this is truely an experience I would not like to giev to any of my customers.
I purchased the NEC e606 phone from the Carphone Warehouse about 3 months ago. To be fair the Carphone Warehouse have been unbelievably helpful and this review MUST NOT reflect on their service in any way. Please see my separate review of them.I started to have problems with 3 within a few days of connecting up. When the phone was purchased, my other half was the only person with proof of identity on her, so we put the phone in her name.
I explained that this would be used for business, and so the Carphone Warehouse phoned 3 to ensure that there would be no problems in changing the phone to my name (in fact the phone conversation was had in front of us). 3 confirmed that this would not be an issue, as long as we waited
until the phone was active (3 days).Once the phone was activated, my partner phoned Customer Services and asked to change the name of the account. She was told that this was not possible. We went back to the Carphone Warehouse and they were told the same thing. When they pointed out that this phone was purchased on the advice given by 3 - the answer was that there was nothing that could be done! Even the email address shows as my partners name and not mine (even though we requested that my name be used)! This makes the phone useless for business emailling!
I decided that I would let this go for now. I then had many problems with the handset itself. I spent hours (over 15 hours!) on the phone to customer services in both India and Glasgow to be told a different story every time.Finally, I was told by a person in the India call centre that the phone has a great number of known issues and that I would be best to upgrade to the new Motorola A920. After a long conversation, I agreed to this as long as there was no charge (I have lost over £40 worth of downloads and the phone keeps cutting people off etc).
The agent agreed and put notes on the account that this would be done. He then explained that the new phone was not available yet (!) and I should call back in 1 week to arrange this. I phoned back a week later and was put throught to 2nd line technical support in Glasgow. They confirmed that the phone has a lot of known issues and the swapout for the Motorola would be done free of charge as a goodwill jesture.
I accepted this and was told that the sales department would contact me in a few days to arrange delivery. Over a week later I phoned back to find out where my new phone was. I was told that 3 do not offer an upgrade service and was made to feel that I was lying. I was futher told that no notes from ANY of my previous converations were on screen and that there was nothing that could be done.
Hours of phone calls later, the Glasgow call centre confirmed that there was one note on my account stating that the swapout would be done, but as this is not company procedure I would have to keep the e606.I have now spoken to Senior Managers, Team Leaders and everyone else at 3 to be told "tough luck". Even though their staff are the ones who talked me into the upgrade, and led to me having no confidence with the phone I have, I have to stick with it.
I have been back to the Carphone Warehouse (who have been told by 3 that they should be able to swap the phone - but nothing else has been done by 3) and the Carphone Warehouse have told me that they are having too many problems with 3 Customer Services.Even people in the 2 Customer Service Centre in Glasgow have told me that they are suffering in the CS department.
The matter is now with Oftel who have taken this up on my behalf. They seem to agree that there is a problem here and that 3 are being less than helpful.Unfortunately, I cannot see this an an isolated incident. As the problems seem to occur EVERY time I phone 3.
I would also watch out for the poor signal quality (though 3 tell me this is due to the NEC e606 handset).Maybe they will get this right in the future, but at the moment, there is a lot of work to be done.
by (8%):
10.05.2004 20:00
Exactly the same thing happened with me and my sister. I was advised in the shop that it wouldn't be a problem to change the ownership later. I have had so many rows with 3 and you get fed up with getting absolutely nowhere!! Good review - it's brought back all the memories of having to deal with them. Ruth
08.10.2003 10:31
I was begining to wonder if I was the only one having these problems but apparently not!! I have a catalogue of disasters since I signed up to 3, I will have to write my own op I think!! would be very interested to hear how you get on now with your complaint. Hope it all gets sorted for you
27.09.2003 22:40
ohhhhhhhhh gggggggggggggggod!! I've just ordered my first 3 phone... A 606...! Thanks for the warning!