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3 upgrade/contract problem
This is long... sorry.
On Thursday I rang 3 to find out about an upgrade (my 18 month contract is up). The guy I spoke with offered me a range of upgrade packages, none of which were appealing to me. After speaking with a different call centre chap I again requested my PAC number. After some delay the advisor informed me that there had been a problem and an upgrade phone had been ordered. He was unable to give my PAC and would try to cancel the order and would contact me the following day.
Well, he didn't call me back so I rang again to see what they could do. The person I spoke to said I should refuse deliver of the phone when it arrived, it would be returned and then I could get a PAC. I said I wanted to complain as I didn't think this was enough since I never authorised the upgrade in the first place. He said he would "escalate" it and would call me back in the morning. Of course he didn't call.
The phone arrived today while I was at work and the helpful delivery man left it with a neighbour so my plan of not accepting it didn't work. I rang 3 again today to ask what they are going to do to get the phone back. The way I see it, it's their phone not mine since I didn't ask for it. They say they will send an envelope and I have to send it back. I work full time and don't have a car. I'm not sure where the nearest post office to work is. To send it back I'll have to take time off work to go to a post office. I explained all this to the call centre chappie who said he can't do anything until they get the phone back. I will be inconvenienced and out of pocket to send the phone back and in the mean time I can't get a PAC so that I can get a new contract elsewhere. I've already missed out on Orange's £150 quidco offer. They say that unless I return this phone I am effectively agreeing to the upgrade and a new 18 month contract.
What can/should I do? Where do I stand? Please help!
p.s. I've tried emailing the website but only got an automated response. I'm still waiting for a relevant reply.
On Thursday I rang 3 to find out about an upgrade (my 18 month contract is up). The guy I spoke with offered me a range of upgrade packages, none of which were appealing to me. After speaking with a different call centre chap I again requested my PAC number. After some delay the advisor informed me that there had been a problem and an upgrade phone had been ordered. He was unable to give my PAC and would try to cancel the order and would contact me the following day.
Well, he didn't call me back so I rang again to see what they could do. The person I spoke to said I should refuse deliver of the phone when it arrived, it would be returned and then I could get a PAC. I said I wanted to complain as I didn't think this was enough since I never authorised the upgrade in the first place. He said he would "escalate" it and would call me back in the morning. Of course he didn't call.
The phone arrived today while I was at work and the helpful delivery man left it with a neighbour so my plan of not accepting it didn't work. I rang 3 again today to ask what they are going to do to get the phone back. The way I see it, it's their phone not mine since I didn't ask for it. They say they will send an envelope and I have to send it back. I work full time and don't have a car. I'm not sure where the nearest post office to work is. To send it back I'll have to take time off work to go to a post office. I explained all this to the call centre chappie who said he can't do anything until they get the phone back. I will be inconvenienced and out of pocket to send the phone back and in the mean time I can't get a PAC so that I can get a new contract elsewhere. I've already missed out on Orange's £150 quidco offer. They say that unless I return this phone I am effectively agreeing to the upgrade and a new 18 month contract.
What can/should I do? Where do I stand? Please help!
p.s. I've tried emailing the website but only got an automated response. I'm still waiting for a relevant reply.
0
Comments
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Three are normally good with collections. Ask for them to collect it from your place of work. I dont see why that would be a problem they delivered my upgrade to my work no questions asked!0
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I asked them to collect it but they said I have to post it. They will send a prepaid envelope but I still need to take it to the post office because it won't fit in a post box. The people in the call centre just sound like a broken record.0
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