The 3 Customer Service Helpline

[Kevin Thomas]

The 3 Customer Service Helpline

Important Note : Please note this material is the copyright of Kevin Thomas 2003 on behalf of www.3G.co.uk/

3 UK’s first-line customer helpline call centre is based in Mumbai, India - with a secondary call centre to help with issues relating to technical changes e.g. resetting a PIN number etc. based in Scotland. I have phoned the Mumbai Crew in India from Wales, only to be routed to Scotland, and held for many minutes at both call centres.

From reports on the 3G Forum it would appear as though 3 has a major problem with their customer services helpline support (i.e. 333 service ).

I decided to test the helpline response time by making a small number of calls to 3 customer services at three different times of the day.

First call : The Early Phone Caller Catches The Mumbai Crew
Date : 28th July, 2003

Start Of Call : 07-00 am End of Call : 07-20am

Up at 7am hoping to be way ahead of the rest of the UK phoning the 333 customer services. I dial 333 and wait. Come on 3 answer my call I have things to do – like go to work. I mean going to work pays for this nice 3G phone. On-hold listening to music and a repeating message saying all operators are busy.

Damn, I wanted to speak to customer services. I end call at 07-20am as I am latish starting off for work. First impression of the helpline - damn they did not answer my call !

Second call : The Catch Me If You Can Phone Call
Date : 29th July, 2003

Start Of Call : 07-00pm End of Call : 07-25pm

I have just finished my meal at home after a hectic day at work. I sit down, then remember I need help from customer services at 3. I dial 333. Same music and same annoying repeating message. You are in queue and all our operators are extremely busy. Hello. So am I. After 25 minutes, I decide to call it a day never speaking to customer services.

Third call : Gunfight At 333 At High Noon
Date : 30th July, 2003

Start Of Call : 1-35 pm End of Call : 1-57pm

I used part of my lunch break time to phone 3 customer services. Same music and same annoying repeating message. You are in queue and all our operators are extremely busy. I had to hang up and return to work.

Hutchison 3G ( 3 )
Please stop the same, same, same, same repeating message every 2 minutes

“All our advisers are very busy, you are in a queue but we will take your call as soon as possible”
“All our advisers are very busy, you are in a queue but we will take your call as soon as possible”
“All our advisers are very busy, you are in a queue but we will take your call as soon as possible”
“All our advisers are very busy, you are in a queue but we will take your call as soon as possible”
“All our advisers are very busy, you are in a queue but we will take your call as soon as possible”
“All our advisers are very busy, you are in a queue but we will take your call as soon as possible”
“All our advisers are very busy, you are in a queue but we will take your call as soon as possible”

Conclusion
Based on my calls to the 3 customer helpline, 3 has a major problem. You can make a technological trail-blazing video call to a friend on your 3G phone but you can't speak to the manned helpline via Voice calls. Hello is this progess ?

Waiting 5 minutes, never mind the time I have been waiting is totally unsatisfactory. If I were CEO of 3, my target response time for answering incoming helpline calls would be 2 minutes ( maybe a bit longer at peak times ). Why don't 3 provide a time to answer message i.e. the projected time you will be waiting in the queue before speaking to a representative - at least we could plan our lives a bit better.

I rate the 3 customer support service as EXTREMELY POOR, simply because of the time it takes to speak to someone.

A personal gripe based on earlier calls to the helpline. With the Mumbai Crew in India they seem to be very polite, answer the simple questions quite quickly but the fact is they do not have functional 3G phones in their office to use and become familiar with. My advice is simple – for goodness sake have the main call centre in the UK.

The picture below shows Mumbai where the Indian Call Centre is based.

[mickl]

I am based in Melbourne Aus, and and disgusted with the level of 'service' three provide. I know about 6 other people on three all of who have reported similar problems as I have read about on this forum.

Not only is it bad enough that I get call drop outs on every third call, my voice mail stops working all of a sudden and the battery lasts about ten minutes, but I can't get on to a person who has sufficant, training / brain power, to fix my problems.

The staff at the three shops in Melbourne are excellent but they cant do anything! All they can do is sympathise and say do you want me to call them?

This is crap 3! I want better service for my money! :mad:

[gemma.norris]

I have experienced the same problems as Kevin.

It takes on average 35 minutes to get through to 3 customer services and then, the problem/query isn't dealt with.

A simple query such as 'How much talk time do I have left?' cannot be answered.

I've been promised that customer service staff will call back but they don't.

I have been offered compensation for the inadequate service but now that I am trying to claim it - nobody knows what compensation is available or how to find out more!!

I have gone through to India a few times and although very polite and pleasant, there appears to be a significant lack in knowledge in the handsets.

The battery is more than half way run out before you get an answer from customer services.

In-Store staff are unable to provide any support as they too have to go through to the 3 Customer Service Helpline.

I have often lost signal and been cut off mid conversation. This is unacceptable when we're talking about city locations - not the middle of nowhere!!

My phone has never been able to send or receive a picture message as there appears not to be sufficient coverage - again I live in a city!

I have a few friends that are also with 3 that have experienced exactly the same problems.

I am not happy with this service and am desperately trying to figure out a way of getting out of this contract with 3 and go back to Orange. Orange were more expensive on calls but the service was impecable.

What are you doing about this 3?!:confused: :mad:

[gemma.norris]

Thank you!!

I also went on the citizens advice website that said the same thing.

I've e-mailed them a list of problems so hopefully it won't be too long before I can get out of this nightmare sitation...!

[gemma.norris]

I was given the e-mail address for the Executive Office so I e-mailed them and they've sent me a letter saying they are looking into the problem and will get back soon.

I've so far had three responses to my complaints so far saying that they are investigating the issue and promise to keep me updated - hopefully won't be too long.

[aj2097]

i feel like i am being billied, i set up a direct debt, with 3 and they have not debted me for 3 months, i assumed my bill was being taken out of my account, but now they are trying to charge me for 3 months, i cannot afford it because i am a uni student.
they barred my phone and are bullying me and saying i have to pay, i need out of this hell. it is not my fault that this blue chip companie made a balls up of my direct debt.
ther 333 number is trash, they will call call me back, ... yea when hell freezes over.

i need out, what email addy is to contact the people that can cancel my contract because this is all so crazy. im being victimised,

meil me on neogeolabs@aol.com or add me to msn aj2097@hotmail.com to talk with me thanks.

[danknightuk]

executive.office@three.co.uk

I actually e-mailed them today after calling them from The Link where I was buying a T610 on Orange. I have persevered with the phone but I need more reliability.

I know the service is new and will have teething problems, but there are so many people being sold the product as the finished article with finished article prices that their customer services must be swamped!

There was no mention of the poor battery life. The website currently says the e606 has 41 hours of battery life in standby. I remember it saying 70 hours. I honestly don't get 10 hours out of my battery.

Remember to request a Read Receipt when you mail them and consider copying customer services aswell (contact.centre@three.co.uk).

Please keep everyone informed and I will do the same with my case.

Best of luck!

Dan

[danknightuk]

SENT TODAY (READ RECEIPT RECEIVED) FINGERS CROSSED...!

Dear Executive Office

Re: 07782 *****5 07782 *****6

I would like to have the above two contracts terminated by mutual consent without a termination charge being levied. This is due to a number of features that the handsets and service I was lead to believe were available which are not. These are detailed below:

Bluetooth

The original advertisements and what I was told in the shop was that NEC e606 handsets support bluetooth. They do not.

Data

The original advertisements and what I was told in the shop was that the Three network supports data (i.e. handset used as modem). It does not.

GPRS/WAP/Internet

The original advertisements and what I was told in the shop was that NEC e606 handsets support GPRS/WAP/Internet. The walled garden of the Three area does not fully satisfy this description.

Cross Network MMS Messaging

The original advertisements and what I was told in the shop was that the Three network supports MMS messaging. Only being able to send/receive messages with other Three customers does not satisfy this description.

Battery Life

The current advertised standby time is 41 hours. This was 70 hours at the time of purchase. Neither come close to the realistic battery life. With no calls the phone does not last from when I leave for work at 7am to when I return at 6pm. If I make a call in that time the battery will be flat before lunch. If you include both batteries that are supplied with the handset and make no calls the maximum would be approximately 20 hours. This is unacceptable performance.

Battery Charging

For the battery to charge to full power the phone must be switched off. The spare battery can not be charged without being attached to the handset. This is unacceptable performance.

Video Calling

The original advertisements and what I was told in the shop was that NEC e606 handsets do not require the headset for video calling. This is not correct.

Call Dropping

The original advertisements and what I was told in the shop was that network/handsets will seamlessly transfer from 3G to 2G without dropping a connected call. This is false. This is unacceptable.


The account for phone number 07782 *****6 was used by my wife. The handset has been in a drawer for most of the contract due to its unreliability making the service unusable (see above).

Today I purchased another phone on a different network due to the unreliability making the service unusable.

I spoke to customer services today and was told that I could move to the VideoTalk 500 plan to lower my line rental but would have to extend my contract a further twelve months or I could pay the remainder of the line rental to have the contract terminated. This is unacceptable. I agree that these are my obligations under the contract, however it is clear from the above points that you are not honouring your obligations of the contract.

It is therefore my wish that the contract be terminated by mutual consent with no termination charges on my part for both accounts.

Thanking you in anticipation of an early reply.

Yours sincerely

[magic]

not to put a damper on things but both the addresses that you have used are wrony exec comp is for OFTEL and other governing bodys, and the cust serv email is not correct,


the complaints email that u should use is

customer.services@3mail.com

[magic]

i work in the glasgow call centre, i have checked with one of our Operations Managers (senior manager) who has advised.....

the exec office is for these people only - OFTEL; ICSTIS; Office of Fair Trading/Trading Standards bodies; Advertising Standards/ASA, BACC, ITC, RACC; Information Commissioner; Data protection/privacy; DTI/government body and Press complaints.

all other should be made to the customer service address.

the exec office may deal with it at the moment, but should not be contacted

[NAZA]

Hmmmm would be nice if people actually replied to the customer.services@3mail.com. Think you might find thats why people try other address to try to get someone to respond.

If you actually work in the glasgow call centre could you explain to rest of us why some emails dont get responded to?

I sent one that i await a response on over a week ago and so far not even an acknowledgement of reciept.

Neil

p.s i know the email got to there as i monitored it passage into the 3mail server.

[danknightuk]

Dear Executive Office

I received a call today offering me the opportunity to downgrade my tariff to Videotalk 500 without extending the contract by another twelve months. This offer is not acceptable.

I have cancelled my direct debit with H3G as I feel that the service you are providing and the misinformation you have previously given to stores (which may have been subsequently corrected but after I signed my agreement) justifies me to do so under The Sale of Goods Act 1979 as follows (extracts):

Section 13 Sale by description
(1) Where there is a contract for the sale of goods by description, there is an implied [term] that the goods will correspond with that description.

(1A) As regards England and Wales and Northern Ireland, the term applied by sub-section (1) is a condition.

(3) A sale of goods is not prevented from being a sale by description by reason only that, being exposed for sale or hire, they are selected by the buyer.

Section 14 Implied terms about quality or fitness
(2) Where the seller sells goods in the course of a business, there is an implied term that the goods supplied under the contract are of satisfactory quality

(2A) For the purposes of this Act, goods are of a satisfactory quality if they meet the standard that a reasonable person would regard as satisfactory, taking account of any description of the goods, the price (if relevant) and all other relevant circumstances.

(2B) For the purposes of this Act, the quality of goods includes their state and condition and the following (among others) are in appropriate cases aspects of the following goods: (a) fitness for all the purposes for which goods of the kind in question are commonly applied, (e) durability.

(3) Where the seller sells goods in the course of a business and the buyer expressly or by implication makes known to the seller any particular purpose for which the goods are being bought, there is an implied term that the goods supplied under the contract are reasonably fit for that purpose, whether or not that is a purpose for which such goods are commonly supplied, except where the circumstances show that the buyer does not rely, or that it is unreasonable for him to rely, on the skill or judgement of the seller.


If you wish to take this matter further by pursuing me through the courts I will be instructing my solicitor to reclaim the £210 for the first three months line rental as well as her considerable expenses.

I look forward to your reply.

Regards

Daniel Knight

[Riz]

Hi Everyone

I got a motorola A920 2 weeks ago...i havent used it much BUT i tried to use it yesterday to find it had been disconnected !!!!! So i called 3 customer services, on my land line !!! after waiting for around 40 mins (at what cost i dont know) i finally ended speaking to some Indian woman, she proceeded to inform me i have a £40 credit limmit which *she said* all new 3 customers have, also it includes my monthly line rental of £35 !!! leaving me with £5 to spend on whatever !!! (wow a whole £5) < she continued to tell me because i have reached my credit limmit & havent paid my bill they disconnected me !!! my answer to her was WHAT bill i havent received a bill i`ve only had the phone 2 weeks...Impervious to me answer she continued to insist it was my fault as i hadnt paid my bill!!!!! I would have got more sense from my cat than i did from her !!! in the end i gave up & put the phone down... no way could i make her understand that i HADNT received a bill !!!

I called back again today it was more or less the same conversation but this time i paid them the £38 they wanted, with a promise my phone would be reconnected withing one hour LOL what a joke... that was at 10.30 this morning it`s now 18.20 in the evening & still no phone...so i called 3 again... spoke to some indian guy this time, he told me it takes at least ten hours to have a phone reconnected... are all the staff at 3 liars ?????

I would be interested to know if anyone else has had such problems ?

Thank You

Vicky

[MrT]

After my 2nd replacement handset in 6 months (they are insistent I do not need another model phone, but the people in mumbai do not understand phrases like 'paperweight', or 'chocolate teapot').

I am finally ready to take 3 to court. The only phone available that has bluetooth, but you can not do anything with it is just a small problem on the grand scheme of things.

I am lucky if the charge lasts till the end of a working day, and as someone who works on site a lot, I needed a reasonable phone. If I make one call, it's dead by lunch!

If I charge the phone over night, it crashes whilst I am asleep. Needing a full reset in the morning, this is really handy if in a hotel, you want the alarm feature to wake you up. And then the joy of inputting the time and date every morning is great.

To all purposes, the 3 network is a prototype demo of, with improvement, the way we could use phones in the future. My nec e606 is also a prototype. The problem is, these cowboys thought they would roll out a lab project as a finished item, and fleece us all.

I will see you in court Hutchinson!

[paulgreen]

Originally posted by MrT
After my 2nd replacement handset in 6 months (they are insistent I do not need another model phone, but the people in mumbai do not understand phrases like 'paperweight', or 'chocolate teapot').

To all purposes, the 3 network is a prototype demo of, with improvement, the way we could use phones in the future. My nec e606 is also a prototype. The problem is, these cowboys thought they would roll out a lab project as a finished item, and fleece us all.

I will see you in court Hutchinson!

Being an ex-IT employee - it's amazing how many companies now launch products on the Windows 95 model i.e. releasing a design alpha five years before the prject is complete. Like I've said in other posts though - this is the same company (at leat a major shareholder is) that made Orange what it is today - so there is hope.

And as for Vicky's earlier comment - I can relate - every time I phone I feel I am teaching new, unrepeatable words to the operator - through no fault of their own!

[MrT]

Just an update, after sending a handful of letters to 3 customers services (hemel hempstead, not mumbai), 2 of them were recorded delivery. I got number of stock 'Dear customer' reply about all mobile phones can develop faults because of the nature of the product, i.e. rattles around in your pocket.

I can see how leaving it motionless on my desk can make it crash, if they designed it to bounce around in my jacket pocket! I am now about to make my 4th journey to the 3 store for them to 'repair' my phone. I actually managed to speak to a UK customer services centre as well!


Maidenhead
Star House
20 Grenfell Road
Maidenhead
SL6 1EH
01628765000

This is the only other phone number they seem to publish, so lets all start using that one instead of Mumbai. I demanded a new phone and referred them to my letters that they seem to have basically ignored, apparently it's up to the 'repair manager' to decide who gets a replacement phone!

So I phoned back and asked to get put through to repairs because they asked me to call them back on the above number. The moment I got through to a scottish office, the girl had a pop at me because I'm not supposed to call them, and transferred me out to Mumbai, then we had the usual fun and games.

I really am resigned to the fact that the only way I will ever get any kind of redress is to fork out and take the crooks to court.

[ska]

I feel I have to add my comments. The more bad press for Three the better. If anyone is reading this thinking of buying Three, don't. Not for another few years anyway. Tempting price plans aren't they? NO, STILL DON'T DO IT!!

Model: e606
Bought: Oct 2003
Replaced: Dec 2003
Replacement 'repair': April 2004
Second 'Repair' of Replacement: June 2004

I complained about the fact the phone couldn't hold a call and didn't receive half of them and that I believed the phones would never work as they are effectively prototypes. I was talked into a repair. And as I expected, it didn't solve the problems. Perhaps for a few days, but then it started again. I complained again and asked for a replacement (this is after a first replacement) and was told that it's Three's policy to make sure 3 repairs have been made before they consider a replacement (presumably with a newer model this time. and why 3 repairs? something to do with the company name, or superstition perhaps?). So now I have to lose another four days of 'repair' time before I can get a replacement. (but I know and Three know that the repair isn't gonna make a blind bit of difference, cos the phone doesn't work and NEVER WILL!!!) It's a flickin joke.

Don't buy Three. (did I say that already?)

So has anyone actually gone to court yet? Perhaps a collective lawsuit would be the way forward?

[iamollie]

Ive received very kindly yesterday from 3 a record time of 1 hour and 13 mins waiting for them to get my pac code. Unfortunalty i cut out before the call centre in india could tell me what it was. Thank you 3 also some one should send this off to 3 see what they say

[mickyd]

:o when dealing with customer service of any organisation, patience is required, the other call centre i have dealt with in Liverpool has been very good when i needed to register phones, they are helpful and friendly, pls try not to be raciest when talking about india and scotland, they both have there education problems to overcome, take care :cool:

[mickyd]

;) I understand luke but its not the operators fault, and mobile phone companys all over the world are the same, cash greedy, have a nice night cheers Mike

[lukedunk]

they confuse alot of people.



i think its outrageous that they have limited people to only using their wap site. they never gave any notice when we baught the phones.

if we look at o2, orange and vodafone, they are begining to offer 3 on their phones but are also offering open access to all wap content. i think three should offer full wap access on there phones and even more people would buy there phones.

[18736]

I think that should be:

customer.services@three.co.uk


I'm sure someone else on here will correct me if the email addy is not quite correct.

Failing that mate, call 0870 733 0351, which is handset faults and explain the problem. They will either send you replacement battery, or just collect your handset, etc for repair, etc.

Good luck

[lukedunk]

unfortunately, there is another alternative, to getting 3g web access. it would cost you another £100 tho and it would mean changing to Orange 3, in december. They are set to launch web access and a reliable service. there video talk will be at a lower cost to 3.

Another thing you could do is wait till orange 3 come out, and unlock your 3g phone to accept the orange 3 sim, it could work and would be lower in cost. Although it is likely that orange will be making their own 3 phones, so it maybe impossible to get them from 3 to orange.

[clarkec321]

I have experienced the same problems as Kevin.

It takes on average 35 minutes to get through to 3 customer services and then, the problem/query isn't dealt with.

A simple query such as 'How much talk time do I have left?' cannot be answered.

I've been promised that customer service staff will call back but they don't.

I have been offered compensation for the inadequate service but now that I am trying to claim it - nobody knows what compensation is available or how to find out more!!

I have gone through to India a few times and although very polite and pleasant, there appears to be a significant lack in knowledge in the handsets.

The battery is more than half way run out before you get an answer from customer services.

In-Store staff are unable to provide any support as they too have to go through to the 3 Customer Service Helpline.

I have often lost signal and been cut off mid conversation. This is unacceptable when we're talking about city locations - not the middle of nowhere!!

My phone has never been able to send or receive a picture message as there appears not to be sufficient coverage - again I live in a city!

I have a few friends that are also with 3 that have experienced exactly the same problems.

I am not happy with this service and am desperately trying to figure out a way of getting out of this contract with 3 and go back to Orange. Orange were more expensive on calls but the service was impecable.

What are you doing about this 3?!:confused: :mad:

I deal with all the networks day in day out, 3 are difficult to deal with, however a lot of the problems are with the phones rather than the network, for instance the nokia 7600, and lgu8110/20 all have far higer instances of dropped calls/can't connect to network than other 3 phones, having used the nokia 6630 & 6680 I have to say they are far more reliable than the previously mentioned phones

If anyone does have a lg 8110/20 or nokia 7600 i would advise a software upgrade at the ealiest opportunity, and although problems can re-occur they do become a lot rarer(?)

This however is no excuse for poor customer service, and the money 3 save by having customer services in india, they should invest more in training and better systems

[casper2007]

I am totally disgusted with 3.

They sold me a 18 Month Contract knowing theere would be no network coverage in my area. they said i can only cancel if i pay the remaining 15 months up front which is iver £400.

[mwsturtle]

I am totally disgusted with 3.

They sold me a 18 Month Contract knowing theere would be no network coverage in my area. they said i can only cancel if i pay the remaining 15 months up front which is iver £400.

3 do lie alot plus their idiots. they keep telling me my area is a high video area even though i barely get any 3g and dropped calls.
They have Orange as the backup network so if you get orange 2g signal where you live get the phone "debranded" if it is a sony ericsson or nokia or motorola and then you can "lock" the phone to "orange gsm" when your at home.
Just remember if you get it debranded the warranty most likely becomes void

As long as you have filed a complaint about the rubbish 3g in your area you can get away with locking it into orange mode but only when your at home as ive been doing it for 8 months.

[casper2007]

Unfortunately Orange and O2 are no better here either. They offered to change me over to O2 or Orange but none of them are any better than 3. They then said they will investigate it and get back to me.

[mwsturtle]

Unfortunately Orange and O2 are no better here either. They offered to change me over to O2 or Orange but none of them are any better than 3. They then said they will investigate it and get back to me.


whre do you live its unusual for 3 networks to have poor signal in one area?
Chase them up in a few days as they probably wont call back

[casper2007]

Hi,

Im in Inverallochy,Fraserburgh, Aberdeenshire, Scotland.

[mwsturtle]

it does show some 3g signal. yo might get lucky and it just be a temp problem. but if they are not providing a service on their 3g and orange aswell i think you can end it under the grounds that they are not providing any level of service.

[marlin026]

it does show some 3g signal. yo might get lucky and it just be a temp problem. but if they are not providing a service on their 3g and orange aswell i think you can end it under the grounds that they are not providing any level of service.

I am fraid that this is not the case, there is nothing in the contract that states they must provide you a service in all locations, coverage is based on population and they do cover something like 98 pc. Did you check coverage before you purchased?

[mwsturtle]

I am fraid that this is not the case, there is nothing in the contract that states they must provide you a service in all locations, coverage is based on population and they do cover something like 98 pc. Did you check coverage before you purchased?

Three are really sneaky, where they have changed the 14 days policy it makes it almost impossible for people who sign up and expereince problems in their area to cancel under the 14 days becasue they would have used the handset and 3's services. I remember 1year ago my sis took a contract out with a v3x on 3 and then vodafone offered her a better deal during the requesting the PAC code so she was able to cancel like 1 week later and only had to paid for the minutes and texts she used. But now no you cant

[littlemorrish@h]

The helpline should be called anything but a help line.

i have had nothing but problems with the call cenre for cs in india. i am so totally shocked at the absolute unprofessionalism of the staff.

i have called 4 times explaining a change of address for a replacement phone, which they just do not seem to register. They just say thanks you and yes and sorry, but then just don't do anythig else.

I have been without a phone for over a week now as they keep screwing up the delivery. is it really that hard to change an address. I am so angry with them!

[pctech]

Perhaps they need to change their name to 3G network providings (If you've seen fonejacker, you'll know what I'm on about)

I use O2 but many friends of mine have joined three and said how appalling the service is.