3 - Outrageous customer service

judosteffer

Just to let you guys know about some aweful customer service from the 3 Indian call centre I received when I tried to change my price plan (of an 18 month contract after initial six months half price came to an end)

Basically my initial six months period of an 18 month contract comes to an end on the 20th September. After this date my 1/2 price line rental of £17.50 per month will go up to £35. So I phoned up on the 19th September to change to a different price plan (VTT 1000 @ £30 per month).
However the guy on the phone said that I could not change it for September period (20th Sept-20th October), only for October (20th Oct- 20th November), as there was a 48 hour period while bills were being printed so he could not change it. Obviously I was quite annoyed at this as it means I have to pay £35 for September. Nowhere can I find that I need to let them know and I bet they have caught out lots of people with this. Now, my wife who took out her contract at exactly the same time as me (as we bought them at the same time, in the same shop) had been on the phone in a seperate phone call to 3 10 minutes before me to get hers changed. They insisted on the same thing (e.g. this 48 hour bill printing period), but she insisted on speaking to a supervisor and therefore they changed her price plan for the September period.
However, when I also insisted that mine be changed as well- the guy said "no that was a one off for your wife"- then he started to threaten me saying "if you want it done to yours, then we will cancel it on your wifes!", so essentially he is threatening to change my wifes phone bill! I asked to speak to a supervisor who I actually got on the line, but he said the same thing. I cant beleive the way I was treated and the fact that the guy was saying he was going to get my wifes bill changed for the worse!!! unbelievable!

C_Ronaldo

thats not on is it

sheedatali

i am a new 3 customer, makes me wonder now, did i made the right choice. What the hell these companies think they are, they cant even talk to customer decently. I think you should put up a complaint to any watchdog or probably ofcom for this type of behaviour. I am sure somebody in this forum will be able to point where to complain.

judosteffer

Hi all,

just an update- if you go to this website-and click on 'changing price plans'

http://www.three.co.uk/customer/importantdocs.omp
It states

"All Price Plan Changes
• When does the change take effect?
If you ask to change Price Plan, the change will take effect from your next billing date
(for example, if your billing date is 20th September and you ask to change Price Plan 1st
September, the change will take effect from 20th September)."

So its the 19th September today, and my billing date is the 20th September (tomorrow).

I phoned up again tonight as I was so peeved at 3.

So I say to the Indian call centre guys said "I have checked your terms and conditions, and if I tell you before my next billing date you have to change my price plan- I am within my terms and conditions to change it"

The guy at the indian call centre says- "well sir, why didnt you phone 4 days ago and tell us?"

then of course I say "BECAUSE ON YOUR TERMS AND CONDITIONS IT SAYS IF I TELL YOU BEFORE THE NEXT BILLING DATE YOU WILL CHANGE IT TODAY IS THE 19th AND THE BILLING DATE IS THE 20th SO YOU SHOULD CHANGE MY PRICE PLAN"

he replies

"well sir, you are leaving it a bit late arn't you?, why didn't you phone us four days ago"

"because I didnt need to as I am withing my terms and conditions to change it TODAY!! get your supervisor on the phone"

"he will tell you the same thing- this is what is in our training to tell people when they try to change their price plan"

"whaattt??? This is the WORST customer services I HAVE EVER EVER EXPERIENCED!!! I COULD NOT BELIEVE WHAT I WAS HEARING!!!!"

How the hell do they expect to retain customers- who should be leaving for orange, vodaphone, t-mobile as soon as they hear this. Avoid 3 like the plague.

So, then I took the address of 3 customer services in Glasgow

which for those who are interested is:
3 Customer Services,
Hutchison 3G Uk Ltd,
PO Box 333,
Glasgow,
G2 9AG

I will be writing/phoning them tomorrow!

shareef

Orange CS is no better believe me, and O2 don't even have a free CS number from the phone. I think ALL mobile networks have forgotten how to treat their customers properly

maniac886

judosteffer wrote:

Hi all,

just an update- if you go to this website-and click on 'changing price plans'

http://www.three.co.uk/customer/importantdocs.omp
It states

"All Price Plan Changes
• When does the change take effect?
If you ask to change Price Plan, the change will take effect from your next billing date
(for example, if your billing date is 20th September and you ask to change Price Plan 1st
September, the change will take effect from 20th September)."

So its the 19th September today, and my billing date is the 20th September (tomorrow).

I phoned up again tonight as I was so peeved at 3.

So I say to the Indian call centre guys said "I have checked your terms and conditions, and if I tell you before my next billing date you have to change my price plan- I am within my terms and conditions to change it"

The guy at the indian call centre says- "well sir, why didnt you phone 4 days ago and tell us?"

then of course I say "BECAUSE ON YOUR TERMS AND CONDITIONS IT SAYS IF I TELL YOU BEFORE THE NEXT BILLING DATE YOU WILL CHANGE IT TODAY IS THE 19th AND THE BILLING DATE IS THE 20th SO YOU SHOULD CHANGE MY PRICE PLAN"

he replies

"well sir, you are leaving it a bit late arn't you?, why didn't you phone us four days ago"

"because I didnt need to as I am withing my terms and conditions to change it TODAY!! get your supervisor on the phone"

"he will tell you the same thing- this is what is in our training to tell people when they try to change their price plan"

"whaattt??? This is the WORST customer services I HAVE EVER EVER EXPERIENCED!!! I COULD NOT BELIEVE WHAT I WAS HEARING!!!!"

How the hell do they expect to retain customers- who should be leaving for orange, vodaphone, t-mobile as soon as they hear this. Avoid 3 like the plague.

So, then I took the address of 3 customer services in Glasgow

which for those who are interested is:
3 Customer Services,
Hutchison 3G Uk Ltd,
PO Box 333,
Glasgow,
G2 9AG

I will be writing/phoning them tomorrow!

Make sure that you write a detailed letter and explain everything in detail. Three's customer service is a shambles, I just wish that you could choose between their glasgow call centre and the Indian one!

mnj1x

Guys,

I don't understand what has this got to do with 'Indian' call center unless you are implying that '3' as a company is happy for you to change price plans at a day's notice but the 'Indian' call center guys have got some personal grudge against you .. ?

Btw, I had a somewhat similar problem with Orange (supposedly UK call centre) earlier this month. I wanted some change to be done to my price plan and they claimed that the T&Cs state that you should request the change 10 days ahead ...

Obviously, if all of us make a point to report these cases to Ofcom or atleast name and shame these companies on fora like these, it will make a difference.

Cheers

judosteffer

Yippee thanks for all your tips!

They called me this evening and are changing it THIS month! result!!!

DampProof

I sympathise...If you have it in black and white then I would be inclined to terminate the contract and get another deal.

However I suspect 3 are desperate to make some money, they must be loosing shed loads.

How can they possibly make a profit? I'm on a '3' 1100 price plan, 600 anytime any network minutes, 400 texts, £5 dowloads..etc etc all for £1.00 a month on cashback ?

computerwoman

:jI've been with 3 for 2 years now last year 2 phones £35.00 each cash back was good, this year 1 phone on 12 months and 1 on 18 months I did wonder how I'd made this mistake but they would'nt let me change, after the first 6 months and the cash back I rang them and they said ok no problem I could change the tarfiff so 1 went from £35 to £28 and the other from £42,50 to £35,00. which is'nt much but better off in my pocket than there's, but it's put me off getting anymore from them t

the_tired_one

I think the OP has a problem with the INDIAN part of Call centre.

I deal with them and they are extremely kind & courteous - if you have a gripe, it should be with 3, not the Indians (which is clearly the case)