Three's response to email

50Twuncle

Still the same - on Wednesday morning
Has anyone used webchat successfully on three ?

50Twuncle

Still no luck contacting the retentions department using Web Chat - it is permanently telling me "Sorry, no operators available at present - please try later" - same for almost a week.
I have been told by CEO's office, that it is only a small department - but am starting to wonder whether it actually exists ..........
Has anyone sucessfully contacted three, retentions and were you sucessful in getting a better deal ?

joeluken

I'm not sure what you mean by "retentions" but I suspect this is probably not what you actually want because the initial team that tries to "retain" you is overseas and limited in what it can offer.

"Customer Relations" is the UK based department that you really need reach and AFAIK you can't just call it direct. This is the department that ultimately handles formal complaints when the overseas call centres/retentions can't resolve the complaint via its escalation process.

I've spoken to several people in this team which appears to be based in Glasgow. However, to reach them I was still required to call 333 and be transferred usually using my complaint ref number or the persons name.

rebeccasaves

Heng_Leng wrote: »

Three clearly aren't fussed about keeping you so take the PAC and see what else is out there...

I totally agree, such a shame that they don't...

50Twuncle

joeluken wrote: »

I'm not sure what you mean by "retentions" but I suspect this is probably not what you actually want because the initial team that tries to "retain" you is overseas and limited in what it can offer.

"Customer Relations" is the UK based department that you really need reach and AFAIK you can't just call it direct. This is the department that ultimately handles formal complaints when the overseas call centres/retentions can't resolve the complaint via its escalation process.

I've spoken to several people in this team which appears to be based in Glasgow. However, to reach them I was still required to call 333 and be transferred usually using my complaint ref number or the persons name.

I have been in touch wih the CEO's office - who appear useless - they simply repeat the same old/same old - ie Standard Contract prices
I have now been in touch with, whoever answers online chats - Who are worse than useless - but informed me that the people I need to speak to are RETENTIONS - Who appear extremely reclusive !!

joeluken

50Twuncle wrote: »

I have been in touch wih the CEO's office - who appear useless - they simply repeat the same old/same old - ie Standard Contract prices
I have now been in touch with, whoever answers online chats - Who are worse than useless - but informed me that the people I need to speak to are RETENTIONS - Who appear extremely reclusive !!

Do you have a formal complaint (case) registered and have you received a case number (an eight digit number sent by text) ?

If not "retentions" is a waste of time as it will probably just be the overseas call centre offering pretty much what you can see online.

I wouldn't waste time with the "executive" office as people appear to have little success and it will tell you Three doesn't offer discounts which is a lie.