Me Vs Three

nick1986_2

Hi all,

Just wondering what people thoughts were on this ongoing dispute I have with Three Mobile and where it is likely to end up as its starting to stress me out quite a bit!

Situation is that I had a pay monthly mobile broadband deal with 3 on a 1 month rolling contract, phoned to cancel as I didn't feel it was worth it and after a few transfers between departments I was offered an upgrade to stay with 3, although I was speaking with a Far Eastern call centre I understood exactly what was I was accepting and the agent was helpful - the deal was they would send me a free Samsung laptop and my contract would change slightly in price and I would be locked in for 24 months. Fine by me I thought as could do with a new laptop and the price was affordable.

Anyway a couple of days later I got a phone call from 3 confirming the laptop was due for delivery that day, I said great I am home now but will be leaving for work a bit later. No laptop arrived when I was home and nothing was waiting for me when I got home.

Called a few days later to chase them up and was advised the laptop had been delivered to my address the day it was scheduled and signed for by someone with my name. After several more calls back and forth 3 finally came up with a time that it was signed for which was when I wasn't home. I have been chasing for a copy of the signature and GPS details from the couriers van etc but nothing as yet and 3 are refusing to believe it wasn't me that signed for it, as far as they are concerned their trusted courier (DHL) delivered the item to my address and I signed for it. Case closed!

In the meantime I am refusing to pay the upgraded contract as I haven't had my promised laptop and 3 are continuing to send bills and are refusing to budge on the matter so what am I supposed to do?

To add I live in Central London, in a converted house and there are 36 flats inside the one main front door. Its on a red route and there is absolutely no stopping outside for deliveries so courier would have had to park up and walk a bit. If as I suspect it was either signed for by the courier and left at my front door and somebody has pinched it or they simply couldn't be bothered to get park up the van and walk then where does that leave me?!

Sorry thats a long post and thanks if you read it all!

dacouch

They would have parked in the nearest loading bay

mije1983

Do you have a parcel tracking number? Maybe there would be more info on delivery on the DHL site.

Be careful not paying the bill though. They may just end up trashing your credit rating, as although the laptop hasn't arrived yet, I'm assuming the mobile broadband is still active and usable.

keyser666

Keep making the payments whilst it is sorted out otherwise you will find issues with your credit score and further issues down the road.

unholyangel

The burden of proof is on them to prove they have delivered it, not for you to prove it wasnt delivered - remind them of this and ask them to set your account into dispute with you paying only the previous amount (for the broadband which i presume you're still using) and setting aside the extra for the laptop.

Put this in writing. Dont just rely on phonecalls as you may need to prove who said what and when.

You could also ask them to describe your front door (not the front door of the building but the door to your flat) and also the interior (since they should have seen at least something when you opened the door to sign for it.....right? )