Problems with Three

jellyfishinthebath

Hi people! Any advice welcome:

My contract with 3 came to an end. They phoned me, offered a new phone with a new contract which I agreed to, and the phone duly arrived on the 24th March. However, last week the phone broke (during texting, the letters on the number 7 button ie pqrs skip to the wrong letter or to a number or it just automatically exits the text message without even saving it!). I phoned 3 and they said take it into Carphone Warehouse for repair, which I did on the Sunday. I collected it on the Wednesday, and Carphone Warehouse said they had been unable to repair it and to phone 3 for a replacement. When I did this, 3 refused to either replace it or end my contract with them and demanded that their own technicians look at it to repair it. Oh yes, they said if I wanted to I could pay them £35 and they'd immediately send me a refurbished phone!!!!!!!! They also said I'd have to pay some ridiculous figure like £175 if I wanted to end my contract before time - which WASN'T said to me when the salesman phoned me.
Now, I find it outrageous that 3 refuse to replace a phone that is faulty after just three and a half weeks and won't let me terminate my contract with them. Are they within their rights to do this?!?!?!
PS I'm not staying with them if I can get out of it after all this hassle! And just as a matter of interest, is their totally unhelpful call centre based out of Britain????

Quentin

This problem isn't any reason for you being able to cancel your contract without paying the early termination fee.

Let them have a look at your handset - it's not unreasonable. Maybe they will make a goodwill gesture and credit your account for the time you aren't able to use it - certainly no harm in asking.

Otherwise, you could see if the manufacturer will repair/replace as it will have a warranty.

Their main call centre is in Mumbai.

bakerlad1983

yes their totally unhelpful call centre is only in india so you cant complain about them. I love it when you speak to to one of them to be told one piece of information, only to ring up to confirm it and be told no sir thats incorrect and tuff. They are the worst call centre to deal with, but saying that the staff in store are just the same, you ask who to complain to and are given customer services email or a address in scotland, either way, both of them are probably given a script to read from.