3 - charging for text delivery receipts

whowants2brich

I use texts and like getting delivery reports. The most useful feature for me, living in London, is to send someone a text when I'm going to meet up with them. When they're on the tube, they have no signal, and as soon as they come "above ground" then the delivery report tells me that they're above ground and that I know roughly where they are, and if I need to call them.

I for one will now stop sending texts via 3, and use something else (eg skype or google talk) or send texts from a different phone/contract on one of the other networks (likely vodafone) to ensure that delivery reports are still sent...

Coincidentally, I wonder if the ombudsman will make 3 back down, and reverse the change. I'd love to help out with the fight, but I can't be bothered wasting my time with the 3 customer service team, knowing that they're reading from scripts and saying what so many others on here have posted.

Good luck, guys and gals, let's see what happens... Thanks for fighting this, on behalf of all the 3 customers out there.

watcherman

Anyone dealt with Chris in the Executive Office, same stance, we've done it, nothing you can do as it's an additional service.

dulcificum

You don't need to call customer service - just write to OTELO. It would really help.

Dave2011

Is it me or are people making a big fuss over nothing. I am with 3 and the delivery reports are not necessary

For some they is.. and for others they aint

However, the point for all is a matter of principal

What was a free and built in part of the service is now going to be chargeable at a very short notice, if a stand is not made then what else will the existing customers be hit with next.

Its a wedge with a very thin end.

john19801

I emailed Three's executive office last week. They called me on Monday to discuss it.

At first they said it is what it is and if I do not want to turn delivery reports off they will issue a deadlock letter and I can attempt to take it further but in their opinion its pointless.

I went on to discuss that I have been a customer for a number of years and I do actually use delivery reports and considering the amount of money I spend with them, it would be nice to know they actually care about my custom and want to at least try and attempt to keep it.

They said they would give me £5 discount a month to "meet me half way" with the charges.

I said put it in the deadlock letter and I will consider it.

Still undecided how to proceed.

gciampa

I take it that Grace has been busy with personalised replies:

On 1 June 2011 12:27, Executive Office <Executive.Office@three.co.uk> wrote:

Hello Mr Ciampa

Thank you for your email.

The decision to charge our customers 1p for delivery reports has been taken in an effort to maximise the efficiency of our network.

This price change actually relates to non-core services. Delivery reports are an additional service and with this in mind, you won't be able to cancel your contract without penalty if we opt to vary these services.

If you do still want to cancel your contract mid term and still want your PAC, then you’ll be asked to pay the applicable cancellation fee through our customer service team. They can be contacted by dialing 333 from your Three phone.

If you'd like to speak with me about this, you can call me at the Executive Office on 08433 733330 (5p/min from a BT landline, other networks may vary). We're open Monday to Friday, 9am until 6.30pm.

Thank you again.

Grace McPherson

Three Executive Office

My response:

Dear Grace

Thank you for your prompt response.

If I may refer to the Terms and Conditions document (attached):

"Additional Services: additional or supplemental services for which a charge is made in addition to the fixed periodic charges for your Package or Add-on(s) (if applicable)."

As delivery requests are not listed within the Terms and Conditions as being an Additional Service (nor an Add-on), I cannot see therefore how you could claim them to be so. Thus they must be part of the core offering and you are attempting to redefine them as being Additional in order to charge for them.

The fact remains also that insufficient notice of this change was given.

I respectfully repeat my request.

Yours,

Giovanni Ciampa

I can't imagine I'll get any better a response than others here, but we'll see...

(Also - how does charging for things make them more efficient?)

gciampa

A further thought... is there an angle where the fact the notification was by text invalidates it? The original contract is on paper, so should changes to it be on paper too?

dulcificum

gciampa - good luck with everything. Do keep pressing.

And yes, I'm not really sure that text notifications cut it!

gjchester

dulcificum wrote: »

You don't need to call customer service - just write to OTELO. It would really help.

Yes you do.

If you haven't tried to work things out with your provider (in any case not just this case with three) Otelo will reject your claim until you have tried and failed.

nnnvvv

Now that I have lodged a complaint with 3 about a breach in the terms of the contract and I have begun proceedings with the Ombudsman am I still required to cancel my contract before 6th June?

I can't see how, now that I've raised the issue, my continuing to use the service after 5th June can be seen as accepting the change...