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Three Support Non Existent Abroad
We have several accounts with Three and don’t often have the need to contact their Customer Support.
I am currently abroad and have over the years always taken our phones without any issues.
For some reason Three insist on their customers using a pin when recovering voicemail abroad despite going through the biometrics to open the phone.
At home in the UK I do not need a pin to recover voicemail.
When I arrived last week, I could not recall my pin. I went through the process of setting up a new one.
All worked well for a few days.
Today another call started coming in from a withheld number whilst I was on the phone. The caller left a voicemail. When I went to recover the message the system did not recognise my password as it did a few days ago.
The system would not let me set a new one.
Today over a 7 hour period I have spent more than 2.5 hours on the phone to the so called Three Customer Support. I spoke to 5 different people across 3 calls.
I was ultimately told that that you cannot change your voicemail password whilst being abroad despite being able to do so last week and on several occasions previously.
None of the previous 4 staff were able to tell me this and just sent me on a wild goose chase and waste hours of my time.
The 4th person I spoke to was in Customer Relations and he lacked any concept of what Customer Relations actually meant saying that I would have to wait for between 24 and 48 hours for a call back regardless of the urgency to drawer down the messages.
The final person I spoke to was one of their Managers in their Customer Relations Department and he was unable to explain why I could previously change my pin and not now and was equally incapable of explains why a pin was now compelled on voicemail abroad and not in the UK or by other providers.
The worst thing was that the manager was unwilling to arrange for a decision maker at Three to call me back and explain why this was the case or why I had to speak to so many staff and have so much of my day wasted on second rate customer service with no resolution.
For years Three have excelled in proving good service when taking your phone abroad. Since May they have started making a daily charge fir using your phone abroad and have additional reduced the level of service and support to their customers alongside.
Clearly Three have now dropped from the best phone company when using your phone abroad to the worst with Customer Service that shows nothing but contempt fir customers time.
On the downside of 2022 we have two contracts coming up for review and unfortunately we will be taking our business to a more caring provider.
For a Technology Company it seems that Three have gone backwards.
IF YOU ARE Q THREE CUSTOMER GOING ABROAD MY ADVICE IS TO PLACE A SIM FROM ANOTHER PROVIDER IN YOUR PHONE
It’s clear that the completely inadequate customer support staff are there to keep customers away from the decision makers at any cost. No one takes ownership of a genuine issue !
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