Help Needed! - 3 Mobile

Emma85_2

I'm hoping someone can help me after many a wasted phone call to 3 customer services and trips to my local 3 store. Before I start I want to apologise if this turns out to be really longwinded and a bit of a rant!

Here's what happend

- 8/7/8 I upgraded my existing contract to Nokia N95 Silver on my existing plan for 12 months
- There was a problem with their delivery system so I couldnt get it next day ( no big deal) - due to it being a workday I gave them my work address

- 10/7/8 - waited for phone to arrive, checked parcel carrier - apparently no one in so it was not delivered
- called three as there is a reception where I work and someone is always there they told me the attempted delivery was my previous home address where I havent lived (and I had updated their records) for four months
- three said they would change the delivery address again and get it resent

- 11/7/8 - online tracking states parcel left with neighbour - at the address they'd attempted the day before
- called three to see what was happening to be told I'd have to go pick it up if I wanted it or they'd cancel the phone and send a new one out on the monday morning. - so under protest I had to go pick it up as my old phone was on its last legs and didnt work well at all.
- put in an online complaint -got standard ack and am still waiting for a response to delivery complaint.

w/c 14/7 - contract arrives - with wrong details - instead of being a 12 month contract they had made it 18months
- 3 calls made and disconnected everytime trying to get it changed back to 12 months
- 4th call someone finally ack that this was what was offered, where the other advisors had told me I couldnt possibly have been offered that as a contract, and a new contract for 12 months was sent out.

w/c 28/7
- called to inform 3 that my mobile was not working and that it had audio issues, they told me it would have to go in for repair, which I accepted as I believed it could have been fixed
31/7 - 3 customer service rep told me the phone would be back with me by Tuesday 5 August

6/8/8 - phone finally turns up - no phone call to tell me it had even been sent out to me - online tracking showed it go from awaiting despatch to on repair line on the day it was due to come back to me.

8/8/8 - made a phone call when the phone went dead screen was completely black, the buttons on the front were still lit up but nothing was happening. Called three as I couldnt get the phone to turn off w/out taking the battery out and when I did it booted up to a black screen. They said to take it into the store as it wouldnt be able to be repaired until next week and collection wouldnt be until monday.

9/8/8 - Took the phone into three as it still hadnt decided to work, the three store were busy so they said I could come back later and they would keep the phone behind the counter for me to come back and talk to a manager.
- manager sat down with me when I went back and said it was probably the battery and unfortunately the phone turned on first time and was working fine, due to that he said he couldnt replace it and sent me away with my phone
- in the evening I was going through the menus on the phone when it rebooted 4 times in a row without stopping. It then blank screened so I took a video of the phone and me taking it apart (battery and sim only) and putting it back together and the black screen that appeared. I turned it on and off about 10 times and it booted normally twice.

-today - I took the phone into the three store and the assistant said that although I was techn. out of my 28 days from rec'ing my first phone i should be able to get a replacemernt.
- A different manager to yesterday came over and refused to exchange it and said he would only be able to send it away for repair as it was out of the 14days/28days from my original phone - even though this is a brand new phone they sent me which is four days old the warranty starts "apparently" from when you speak to the customer services adviser you upgrade over the phone - it starts before you even receive your phone
- the manager said I should ring three from my mobile - until I pointed out it was dead - and then he gave me the 0870 number to call from which if I'd have used it would have cost 15p a minute
- I took the phone home and rang three customer services where the girl kept telling me that she understood but all she could give me was a repair - I asked to speak to her manager but she wouldnt pass me on - (call total : 25mins) then my signal died so I had to call back
- called cs again and got through to someone else where I explained the above all over again and after him offering me a repair he put me through to a manager who you guessed it offerred me a repair.

I know you're probably thinking that I should just take the repair but I've had such a bad experience with them so far I dont want to be without a phone for another week before something is done as I'm currently paying for a contract and phone which I cant use.

I don't think i've missed nething out but so much has happened I probably have. If anyone can tell me if I can request a replacement or not that would be great as I want to get my facts straight before I call them again.

Thanks everyone - sorry it was such a long winded message.

lcharm

Hi,

Although this has been a few months since you originally posted, have you written formally to 3 customer services? They are quite useless so you can also contact their executive office.

If you feel you have exhausted all methods with 3 themselves then you need to contact Otelo (Office of Telecommunications Ombudsman) and they can deal with it for you but it needs to be 12 weeks from when you registered your 1st complaint with them.

I've had several issues with them and because of their lack of information and respect I decided to create the Three Complaints website which will give you details on contacts and what to do.

Hope this helps

cozza

Hi ya i had this with my nokia n95 kept rebooting after them in the shop making me look like an idiot coz every time i took it to the shop it worked ok . in the end i jioned the nokia n95 forum and got the help on there by some really helpful people who are techies ild call them and igot it sorted as i explain the problem and got rely helpful advice back and hay presto i sorted my phone out since then its been good so try the forum on the nokia n95 site good luck
cozza