3 Complaint - please help

harborjenny

Help
My partner stupidly took up a 3 contract for 18 months and then was given a works mobile, so no longer needed this contract. Guess who got stuck with it? Yes me.
I have not known such a troublesome company to deal with.
I’m on the downward stretch now with 5 months to go (and counting).
I have tried unsuccessfully to downgrade my package and have been told, at 6 months, that I would have to wait until 9 months, at that stage until 12 months etc.
I went into a 3 shop and was told I would have to pay £25 to reduce my package down, tried writing to them - hoping to get a written response, but all I got was a call and got given the same info.
One of the people I spoke to said he would get the supervisor, but I just felt as if he had passed me to one of his colleagues the way they spoke.
I decided to pay the money as I currently pay £45 - one they no longer do, so I could be reduced to £25 per month. I would not have changed if I didn’t need the extra cash and I could have used all the minutes up with out service interruption. I will now get a rubbish 100 text/talk mins for this, plus xx mins of video which I don't want and they won't convert to talk mins and all they say is this is because they need to cover the cost of the phone, not a valid argument as far as I am concerned as I paid £45 per month for minutes/text etc which didn't rollover as other packages have in the past.
I guess the main thing is at least I should save £75 by the end of the package.
Can anyone please suggest who I should write to and expect an answer as I feel the answers I was given over the phone were not addressed fully.
One of my main complaints is the lack of signal strength and the fact calls drop out partway through conversations. All I keep getting told is, it is either my handset (I swapped to a normal one for a while and the service was no worse, despite being told I was getting a poor signal with this as it wasn’t a 3 handset).
I am constantly having to go outside in the rain or cold to get a reasonable signal and even when I spoke to the CS people they told me to go and stand by the window as the signal was poor. I have other family members on other networks who do not have to do this when they visit. I am told I am in an area where the signal is strong.
Help what, if anything, can I do?
Thanks

redsy123

hi harborjenny,

Sorry to hear the troubles you have experienced.

The best advice I can give is to write to this address

Kevin Russell CEO
Hutchison 3G UK Ltd,
123 St Vincent Street
Glasgow
G2 5EA

Or

Call 01628 765000 and ask to speak to the executive office.

harborjenny

redsy123 wrote: »

hi harborjenny,

Sorry to hear the troubles you have experienced.

The best advice I can give is to write to this address

Kevin Russell CEO
Hutchison 3G UK Ltd,
123 St Vincent Street
Glasgow
G2 5EA

Or

Call 01628 765000 and ask to speak to the executive office.

thanks for that, but do you think/know if this is the same as this address as that is the one I wrote to and they called me (found from 3 website).

3 Customer Services
Hutchison 3G UK Ltd
PO Box 333
Glasgow
G2 9AG


Or do you think adding the name will help?
Jenny

redsy123

maybe, however addressing the letter to the CEO might make them take it more seriously.

Another address to send the letter to would be.

Hutchison 3G UK Ltd.
20 Greenfell Road
Star House
Maidenhead
Berkshire
SL6 1EH

I'd suggest to address it to one or more of the following

Kevin Russell - CEO
Marc Allera - Sales Director
Allan McLuckie - Head of Customer Services.

I hope it works!

deano72_2

i symphazise with u mate..i just took out new contract & from day1 the network hasnt worked propererly,so been trying to cancel for last 3 weeks.after bout 30 fone calls to indai & getting passed pillar to post & going down the shop for the 5th time only now iv managed to dissconect & get my pac no..in the end i wouldnt speak to them in india & let the shop manager deal with it,even he ended up f,ing & blinding & threw the fone across the shop seriously,what a bunch of amaturesto deal with if theres a problem.
also to top it all there still gona charge me for jan Even tho i could only use the fone 50% of the time & still going to charge me for feb as i ment to give 30 days notice even tho im no longer with them...i would get more sense out of amamutre.com RUBBISH

BADBT_2

I sympathise with all of you.

Deano: Three also tried to make me pay the 30 days notice period line rental, despite the reason for disconnection being that I could not make phone calls from their network. Obviously they can't expect me to wait 30 days before I get my PAC code and switch to someone else!!!


I refused to pay, and they have passed me through 5 debt collectors. I send them all a standard response now, explaining the situation and the account gets returned to 3, who then send it to another collector! Recently, I have lodged a Court Claim against them, to finish this once an for all. WIll see what happens.

I say, don't pay because of their own incompetence