won against 3 mobile broadband

kendalls_cave

Some of you may remember I was in a dispute against 3 for not supplying a new dongle ( which they promised) when I renewed my contract.
Thanks to advice here I contacted the top man with my concerns, had this off them today

Thank you for your communication, in which you highlighted your concerns regarding the delivery on your modem for the recent upgrade of your Mobile Broadband account with 3. Please accept my apologies for any difficulties you may have experienced during your recent dealings with us.

In view of the issues raised, your contract with 3 has been cancelled without penalty and this account is now closed in full. Your details have been removed from both our Billing and Collections departments’ systems, ensuring you will receive no further communications relating to this account.

Should you require further clarification, please contact me at the Executive Office on 08433 733330. Our business hours are Monday to Friday, 9am until 6.30pm.

Once again, please accept my apologies on behalf of 3, for any frustrations this matter has caused you and thank you for your patience while your concerns were being addressed.


Yours sincerely,




Craig Ledgerwood
3, Executive Office

So a result. Thought I'd share

cagney_2010

Congrats

AlanRM

Many congratulations. I wish I could say the same. I have been in dispute with this company since last May when, 16 days after starting an "unlimited" contract with the company they sent me a text saying I had exceeded their fair use policy!. As connectivity in my area was terrible anyway, this couldn't have been the case, but have you ever tried talking for hours to their Customer Service Dept with their scripts in India?

I tried resolving the matter in Glasgow, but letters were ignored - they even refused to let me have a printed copy of the contract, so in the end I went to Otelo the regulator.

After a very long time they made their decision, and 3 had to do a number of things within 28 days. They didn't what they DID do was to get their debt recovery company to write me some threatening letters DURING the 28 day period.

I honsetly think this is the most unprofessional money-grubbing firm I have ever dealt with, and they seem to be staffed by people with no sense of fairness but stuffed full of their own self-importance.

muff

** WARNING ** avoid this company at all costs, 3 are garbage.

I have been locked in to an 18 month contract with this company, for 4 months of this contract I have been receiving a massively sub-standard service (96% less than promised consistently). When I first purchased this I regularly reached 250 - 300KB download speed, for the last 4 months my speeds have dropped to 2 - 10KB consistently, not to mention the constant connection drops. I am also in an area that ** should ** receive good 3G speeds, which I did for the first few months. I have complained to three, they have even had the modem for a week, but nothing has come of it except - "you need to upgrade to a faster service (get this) which will cost £15 extra per month." Bollox to that, I have been counting the days down till my contract ends.

To cancel my contract with three I needed to call three's cancellation line, I don't know if anyone here has had the priviledge of talking to a call centre in India - banging my head against a wall comes to mind. Here is how the conversation went:

Me: I would like to serve my 30 day notice to cancel my contract please.
3: We are sorry to here that, why is that?
Me: I have no need for mobile broadband as I have subscribed to home broadband with another company (lieing to stop the sales crap).
3: Did you know we can offer you the same service (5Gb pcm / £15) for half price (5GB / £7-50).
Me: No thank you I am not interested at all in mobile broadband, can I cancel my contract please.
3: Well we can offer the above deal on a rolling contract (per month)
Me: No thank you, I am not interested, can I cancel please.
3: We are sorry to here this, is there any way we can improve the service for you.
Me: (getting frustrated) No, and in fact the service is garbage - I consistently get less than 90% of the service I am promised.
3: Why is that, can you explain how?
Me: My service is like going back 15 years, back to the days of a dial up connection.
3: What is dial up?
Me: Fed up now, JUST CANCEL MY CONTRACT! and hung up.

Three days later, I received another phone call from three's Indian call centre from another poorly informed adviser trying to sell a service that they know nothing about, asking me the same questions, after 10 minutes of banging my head against the wall again I hung up.

The following day I then received an automated phone call from a 3 customer service survey, again hung up.

My contract ends soon, hopefully they have not screwed up and my contract will end.