3 make my blood boil

MikeLB

3 hours I spent on the phone to them today, 3 hours. I have been with 3 for years and never had a problem, but after today they can kiss my loayalty good bye!

Upgraded to a new handset 3 weeks ago, Sony C905, died today - best they would offer was a repair. Pointed out that Item was not fit for purpose and wanted a replacement handset as I was not obliged to accept a repair as per statuatory consumer rights. Could those stupid call centres overseas get their heads round this - no! not in a million years - You can only get a new handset within 14 days they kept saying.

Could they transfer you to a UK Call centre, no, Would the 3 shop entertain it, no. Can you speak to someone who understand UK trading laws, no. Can I speak to Head office, no. Round and round an round until they put me through to the retentions department in Glasgow after I said I wanted to immediately terminate my contract at no extra cost to me.

Poor guy in Glasgow ended up setting up a conference call with India, listened to them and then jumped in to highlight they were actually wrong on a number of points. He asked us both to wait, India said after 5 minutes they had targets to meet and cut the call. I tried to get back in touch via Head Office, Switchboard cut me off 8 times after I pointed out the receptionist had lied by saying there were no offices in Glasgow despite the fact she said she was sitting in it and I was just speaking to a bloke who worked there!

After 2 hours, a call back from the bloke Galsgow office who managed to arrange for the shop to exchange the handset as he had checked with his manager and conceeded I was right, I am entitled to a new handset after I rejected the repair offer.

Never have I been so angry at a company - if you use overseas call centre make sure the staff know UK Law! If not make sure they can transfer you - the continual excuse that they have no phone numbers for the UK, cant transfer you, wont transfer you, there are no other centres, its just insulting and arrogant!

Rant over - that was my last 3 phone for sure. The hassle isnt worth it after this - and thats with another 17 months of contract to go as well .....

asandwhen

We are having the same problem - we got a samsung tocco about a month ago - we accepted a repair last week and have had it back for less than a week and are still having the same problem.

jammin_2

MikeLB wrote: »

but after today they can kiss my loayalty good bye!

Did you really stay with them for three years because you were being loyal?

I know wouldn't. I'd sooner go with another company who offers cheaper prices / better service, rather than stick with the same one out of "loyalty".

MikeLB

jammin wrote: »

Did you really stay with them for three years because you were being loyal?

I know wouldn't. I'd sooner go with another company who offers cheaper prices / better service, rather than stick with the same one out of "loyalty".

Yes I would agree but they put me onto a loyalty tarriff which was a reduction of 60% of my origianal tarriff for the last 2 years - one of their killer retention deals!

chicflix

Best to be with o2. All UK-based call centres and it's free to call them. 3 stinks.

jammin_2

MikeLB wrote: »

Yes I would agree but they put me onto a loyalty tarriff which was a reduction of 60% of my origianal tarriff for the last 2 years - one of their killer retention deals!

Ah, so it was the price of their offer that kept you then. Not loyalty.

MikeLB

Both - Loyalty as I have never had any problems with them since I joined, the reduced tarriff was a major bonus - Do you work for 3 by any chance ..... it sounds like it

jammin_2

MikeLB wrote: »

Both - Loyalty as I have never had any problems with them since I joined, the reduced tarriff was a major bonus

So, quality of service + price is the reason you have been a customer. Again, not "loyalty".

MikeLB wrote: »

- Do you work for 3 by any chance ..... it sounds like it

Nope.

In case you can't see the point I'm making, too many people come on here talking about they've been a "loyal" customer with whatever company they're referring to. But it's never about loyalty. It's about price, quality, value and sometimes laziness to switch.

Loyalty doesn't come in to it - ever.

MrsPitcher2b

I am with 3, O2 and Vodafone - can honestly say o2 is the worst i have ever delt with, and will be terminating that contract as soon as possible.

Although i hate 3's call centers because as you have pointed out they dont understand anything, i havent got any complaints about them. £5 a month for 1000 texts and 500 minutes - i cant complain at all!!!

o2 however - dont even get me started!!!

MikeLB

jammin wrote: »

So, quality of service + price is the reason you have been a customer. Again, not "loyalty".


Nope.

In case you can't see the point I'm making, too many people come on here talking about they've been a "loyal" customer with whatever company they're referring to. But it's never about loyalty. It's about price, quality, value and sometimes laziness to switch.

Loyalty doesn't come in to it - ever.

I dont think you understand the concept of loyalty so to crticise people who have been loyal to a brand for years and as a bonus have been offered a good deal to stay with them is loyalty. I could have easily moved to a better priced tarrif elsewhere 2 years ago but they offered me a similar deal to stay and with the good service I had recieved in the previous years, decided I would give that brand my Loyalty.

As I say you sound like you work for 3 .... In case you dont understand the point I am making then its probably better not to put up provactive remarks like you are doing to try and provoke a reaction ...

jammin_2

As I said, I don't work for Three, stop being so paranoid!

I'm not having a go at you, don't think I am. I'm just pointing out the fact that opting to choose / stay with a particular provider, because of their service / offering / price / convenience of not switching - is not the same as loyalty.

I'm sure that if Three were to offer you a lesser service and/or higher price, you would not stay with them. Therefore the reasons that keep you with Three, as you have said, is their product offering / service and the price, and not about loyalty at all.

But, if you maintain that if Three were to hike the price you pay and/or give you lesser service, you would still stay with them, then I accept that you are indeed a loyal customer of Three.