Three AGAIN

Scarlet_Fever

three are driving me nuts (but i think i might be having more fun than them...)


My final EMAIL (to date)
I wouldn’t touch three again if you were the only mobile phone provider in existence. I would rather use 2 tin cans and would probably get a better service

arrgghhhh!!!!

EMAIL ONE (to them):
i sent you a damaged phone (phone one) to be repaired under warranty

you sent me a phone (phone two) as you could not repair my original phone (phone one)

i sent back your phone (phone two) - you then called me to say it would cost £55 to repair your phone (phone two) as the damage was not covered under warranty - possible crush damage.

I called you and told you to either get me another refurb phone within 4 hours or i would wait for a new one (phone three)

You agreed to send a brand new phone within 3 days

I phoned on day 4 and was told phone (three) had been sent out yesterday. I then phoned back as it had not arrived, and was told you were now out of stock and that i could not have the phone (three) promised.

I was then told that i could have a 6630 (lower spec and refurb) when i had originally been promised a brand new 6680. I told your Manager that you could take the account and shove it because if i wanted a second hand 6630 i would have gone out and got one. You are now in breach of contract and i am absolutely disgusted with your company


EMAIL TWO (from them):
I am disappointed to learn you have had a poor customer service experience via our Customer Services Contact Centre. Please accept my apologies on behalf of 3 for the frustration and inconvenience you feel this has caused you, and be assured that 3 value your comments in helping to improve our services.

Upon review of your account, I have noted that you have since called in to Customer Services on 27 July 2006 in order to have your issue addressed. I can confirm the information given at that time was correct and you will be issued with a cheque for the remaining outstanding balance on your account shortly. I trust that we may now consider your issues resolved in full.


EMAIL THREE (From me):
I cannot tell you how disgusted I am with your company - and after all this stress and hassle - all I am left with is a cheque for £11 and a broken phone.

At the very least you should provide me with a working phone as this one you have sent me is worth nothing more than binning.


EMAIL FOUR (from them):
The Repair Centre will then endeavour to return the repaired handset, by courier, within three days. They will provide a replacement handset on behalf of the manufacturer where they identify that the fault cannot be repaired. As your handset had some physical damage, the warranty was no longer valid. This is why you would have been charged for the repair.

As you declined the repair, and your account is now closed, there will be no replacement handset issued. I am aware that this is not what you would like to hear, but I am unable to advise any differently.


EMAIL FIVE (from me):
"As your handset had some physical damage, the warranty was no longer valid. This is why you would have been charged for the repair."


This is the handset YOU SENT ME!! In replacement for the broken one I sent you.

Please reply advising you understand this point and then we can proceed.


EMAIL SIX (from them):
As previously advised, after the initial twenty eight day retailer's warranty, the manufacturer is responsible for the repair of faulty handsets. 3 act as agents for the repair and offer a courier service which will uplift the handset and deliver it to the Repair Centre.

I can confirm that your handset was initially sent for repair and an exchange handset was sent, which was damaged when in transit to you. On 26 June 2006 you were offered a Nokia 6680 handset, unfortunately we do not have any of these in stock, which makes it impossible for us to supply you with this handset.

As a resolution, I believe you were offered a Nokia 6630 handset on 30 June 2006, which you declined. You decided to close your account with us on 1 July 2006 and, as your account is now closed, we unable to issue you with any replacement handset.

Had your account remained active longer, we could have attempted to resolve this more to your satisfaction given that the time period for this issue was less than two weeks in duration. I do appreciate that this is not the information you would like, but I can guarantee the above information is accurate.

EMAIL SEVEN (from Me):
Please advise you understand that you sent me a damaged handset, then we can proceed


EMAIL EIGHT (from them):
Each handset that is issued from other repair centre goes through a detailed diagnostic check to ensure the handset is fully functioning. As such, I can confirm that you were sent a fully functioning handset that was damaged in transit from the repair centre.

When we were informed of this, we offered a replacement handset. Unfortunately, the Nokia 6680 was not in stock and you were offered the most similar handset instead. As you declined this offer and closed your account shortly afterwards there will be no replacement handset issued.


EMAIL NINE: (from me):
again - you are not taking responsibility for sending me a damaged handset.

secondly - you offered me a brand new 6680... which you then reduced to a reconditioned 6630 (lower style)

now - you are saying because the account is closed you cannot arrange any compensation... well that is disgusting - how about you re-open my account - send me a new 6680 as promised, and then close that account or are the Three systems so behind the times that they cannot do that. I wonder how you pay your bills to your suppliers? do they have telephone accounts with you?

and MAYBE I will consider using three again?

this is disgusting - and I am sure that bbc watchdog would love to get hold of it


EMAIL TEN (from them):
As has been previously stated, we cannot issue a replacement handset to an account that is closed. Looking at the notes on your account regarding this issue, I can see that although your handset was damaged in the post, you refused the replacement that we offered. We offered a Nokia 6630 as opposed to a Nokia 6680 as we were completely out of stock of the Nokia 6680, and therefore unable to supply you with it.

I appreciate your frustration at this matter, but we are unable to send out a replacement handset for an account that is closed. If the account had remained open we may have been able to assist you further.


EMAIL ELEVEN: (from them):
Firstly, as I have previously stated, the handset was damaged in transit. You were not actually sent a damaged handset. The replacement handset you were offered was as a gesture of goodwill. As the original handset offered is not in stock you were offered the closest handset available, which you chose to decline.

As the account was closed before a resolution could be agreed we are unable to issue you with a replacement handset. It is not possible to re-open a closed account since the number now belongs to another network, as you closed your account by porting your number out of the 3 network.

The information you have been given is correct and accurate. I am aware that this not what you want to hear but continually emailing regarding the same issues will not result in a different reply being given.

EMAIL TWELVE (from me):
I would like the details of your superior as you have continually given me incorrect information.

If as you state below: "As the account was closed before a resolution could be agreed we are unable to issue you with a replacement handset"

Then why did I receive an invoice for £70.87 yesterday? Quite obviously my account is NOT closed? So therefore - you can arrange for either a new handset to be delivered to me and the account cleared, or a credit for the amount outstanding plus £200 for the time your company has wasted and the stress they have caused.

Furthermore, the box the handset was delivered in has no damage. So I find it incredibly amazing that the phone was somehow damaged in transit... Maybe the 3G Pixies did it?

And your helpful comments "but continually emailing regarding the same issues will not result in a different reply being given." are offensive and condescending as well as being incorrect. Maybe if you resolved the issues raised in a professional manner then you might end up keeping more customers.