Congratulations to 3's customer service

Quinny_2

I bet when you read the title of this thread,you thought it was going to refer sarcastically to 3's customer service,and you couldn't be more wrong.

Read on........

On Friday,my 6233,decided it wasn't going to play anymore,and developed a rather annoying fault,which would seem to be connected to the keypad,and the volume control on the side of the phone.I couldn't manually lock or unlock the phone,use a lot of the functions,and when I could use it,the volume control decided it was going to turn the phone down to volume 1 on it's own,meaning that when I did manage to make a call,or receive one,I couldn't hear the other person.Nor could I contact 3,and use their options menus via my phone.:mad:

So I got the wife to ring 3,and get them to ring me,so I could tell them that my 8 month old phone was faulty,and needed repairing,however,the lady in India tried to get me to do all the things that I had tried before they rung me,like remove and replace the battery,and do the factory default settings,and when we reached a stalemate,and I said I would contact them,via my wifes phone,when I got home.

When I got home,I realised that I still had my old 6680,so I put it on charge,and once charged,put my sim card in,and rung 3's technical helpline up,and this is when my opinion of their staff changed.

The guy on the other end,recalled my details and my previous conversation with them that day,and asked me some further questions,and when we had decided that the phone was faulty,offers to do 3 things for me,in order to get it repaired.

1) Take it to my local 3 shop,which I declined,as it's 10 miles away.
2) Send me a Royal Mail bag,to post it to their repair guys,which I again declined,becasue I don't trust Royal Mail.
3) Have Parceline collect it on Monday,get it repaired,and have it returned on Wednesday,which I thought was excellent if it happens so quick,so I accepted it.

Also,if they can't repair it,then I get a new, (Refurbished) phone of the same or better quality,as per their terms.:D

I have to say,the guy that I dealt with was very professional,polite,and above all,spoke excellent English,and it's a shame that I declined to take part in their feedback survey,as I would have certainly marked him with full marks.:T

At times,3 get a lot of stick from their customers,and some of it quite rightly so,but on this occasion,they get 10/10.

Ken.

JAYMARSH2005

Cant fault you mate, (Apart from the royal mail bit as I work for them part time to keep me occupied) ha ha !!

12345ayn

your right they are good

5limJim

Quinny wrote: »

I have to say,the guy that I dealt with was very professional,polite,and above all,spoke excellent English,and it's a shame that I declined to take part in their feedback survey,as I would have certainly marked him with full marks.:T

At times,3 get a lot of stick from their customers,and some of it quite rightly so,but on this occasion,they get 10/10.

Ken.

Good to hear you got good service with 3, I must admit I never had any problems with their Customer Service when I was a customer of theirs (Changed networks because T-Mobiles FlexT tarrif suited my needs better, else I'd still be a customer).

As much as it might seem a chore, I recommend you do complete the feedback surveys for any customer service issues you've had, majority of places nowadays are outsourced and the main 'client' definitely needs to see what level of service is being doled out to their customers. I've recently started working in a call centre at management level and find the feedback, both positive and negative, is extremely beneficial to us...

Cheers

5limJim