complaint email to exec office

[zubairhussain]

i have sent this email to exec office today as i have had alot of hassle with 3 cust services. and false promises. all i want is for someone to take ownership and agree that the quality of customer care offered is haphazard. i dont like being lied to!

please advise wat u think the resolution will be?

hi

i am a currently 3 customer whose contract with 3 ends in may. currently i pay 35.00 per month yet previously i was on a 45.00 per month tariff. unfortunately i have been very unhappy with my time at 3 which is largely surprising as i have been a tremendous fan of 3 and was also a previous employee of 3 working at the store in ashton under lyne from september 2003 for 9 months.

over the time at 3 as a customer i have had many problems and regularly been to my local 3 store in ashton under lyne. i have a nokia 6280 which has been very bad. and regularly freezes and switches off. so much so that i have a back up 3 phone of a nec 616 as i cant be without a handset as i use it for work. however the handset issues are only part of my woe with 3.

as a network i have a lot of respect and belief in 3 but the way i have been treated does genuinely hurt me. on the occassions i have phoned customer services i have found it very difficult to convey and explain my feelings to the extent that i dont feel they listen. i would like to feel that i am a valued customer. originally i rung the customer services and asked to downgrade my tariff to a 35.00 tariff as i needed a lot of texts however the assistant moved me to a 35.00 tariff but didnt tell me that there was another suitable tariff. it took me about a month before someone pointed out that rather that pay for a add text 200 add on, i could simply switch to a better 35.00 tariff that would meet my needs.

it is this lack of attention to the customer which annoys me as i have been a high spending customer. on another occcassion i asked the customer service agent when i could upgrade and the adviser stated as i was a high spending customer i could upgrade now but then stated that i couldnt and would have to wait. if the adviser told me wrong information it makes me question, how many more unsuspecting customers are being misled.

i am now considering my options as i feel that customer service on the phone from 3 is beyond reasonable. by entering into a contract with 3 i expect to be treated fairly, with respect and being told all of the information about what is available. i am very temped to leave 3 and simply pay up my remaining line rentals, because there is a clear lack of uniform information from the 3 customer services. i do like 3 and think their handsets are great and the technology is trend setting but unfortunately the customer service doesnt impress me.

i welcome the oppurtunity to directly convey my thoughts to you and hope that you can use my feedback to not only improve 3 but somewhat improve my customer experience.
----------------------------
i received this reply

Dear Mr *****,

Ref: ****

Thank you for your recent communication, received via our Chief Executive, Kevin Russell, highlighting your concerns.

I would like to confirm that the Executive Office is currently investigating the issues you have raised and you will be contacted within 5 working days to discuss the results of their findings.
In this interim period, should you wish to comment further on the issues raised, please call the Executive Office on xxxxxxxxxxxxxx, between 9am and 6.30pm, Monday to Friday.

Once again, thank you for bringing this matter to our attention and for your continued patience, during our ongoing investigations.

Yours sincerely

[Darob]

I too have a complaint with 3 (collections) . not to go into detail.. but I am being given the run around and had my 2nd (wifes) account canceled despite having paid up to date.

I would appreciate if you would foward the Email (scotland?)

[zubairhussain]

wat email buddy.

exec office called me and we talked and they credited my bill

[Darob]

sorry - i ment email address

if you can foward it to me @ blueyonder.co.uk

[chris20]

i wonder how long till 3 shake up there customer service they cant like so many people emailing there executive office it is the one thing letting them down.

[MrsGrey]

Their customer service is beyond belief. They called me daily about an unpaid bill, when I have an arrangement that they take it from my card. After many calls, with them saying on each occasion that they were in the wrong and had not claimed the money, they realised that the card had expired. That should be easy to fix, you would think but it was as if this was the first time it had happened. Also you would think their system should be able to show that straight away. I gave then the new card number, but the calls from them continued daily, with them making a major issue about when and how the money should be taken. Although I had been security cleared and they had the new number, apparently me saying "Take the money, please!!" did not count as authorisation! I began to feel as though I was in a bizarre surreal alternative reality, and kept saying " What do you want me to DO?". There was a always a pause, as they searched for where in their script they could jump in that would sound vaguely relevant, and mad replies ensued... In the end I gave up and arranged a direct debit over the phone. No problem with authorisation there! i went ip the line and complained to the "manager" who soft-soaped me with no sign that she was actually listening. Grrr. I'm off out as soon as my contract finishes. Crazy people.
Jinny

[Donna28]

I have sent two letters of complaint and an email to the 3 exec team. Basically the network doesn't seem to work when I am in or around my home. The problem only started 4 weeks ago. I feel it can only be the network as I have tried my sim card in 2 other mobile phones. I have so far had a replacement sim card, my handset has also been sent away for repair and still the problem persists. I was told by 3 customer service in India that once my phone came back from repair if I was still facing the same problems I would be able to cancel my contract. without penalty I took the persons name and noted the time and date of the call.

When my phone came back from repair the problem continued so I contacted the ecec team and quoted the conversation with 3 in india. I was told that it would not be possible to cancel my contract without paying £360 and that the indian agent should not have said that.

In my second letter of complaint I asked for a copy of the recorded conversation, a report of what exactly needed repair on my mobile and reimbusement of line rental/compensation. I also provided them with details of another 3 customer experiencing the same issues as me. Yesterday I recevied a response saying that they are unable to provide me with the copy conversation or report of repair and to not 3's final decision on cancelling my contract. They have however credited my account with a whopping £5.00!!!

I haven't used my phone since 30th January, it is in its original box and left in the drawe where it shall remain until I can cancel my contract without penalty The exec office are no longer interested and insist I pay for a service I cannot use to its full potential.

I am not a customer to this company I am just another complaint and lack of network is nothing new to these people nor is making people pay for a service they can't use. They have already been on Watchdog and been investigated by OFCOM and are due to appear on Brassed off Britain in May.

I have shared my experience with everyone I know and those I know on the 3 network will be canceling their contracts as soon as they are up. It just goes to show you really do get what you pay for. 3 may be able to provide cheap calls but their customer service stinks in India and the UK.

[sallysaver]

Hi,
I can only compliment you on your efforts to get somewhere with 3G, but I think you are wasting your time. A relative of mine never ever got the contract he agreed on, so they changed it to something else willy nilly. After complaining again, they changed the tarriff again and again he complained so much so, that the Indian call centre told him to return the phone. He did so at his expense (rec delivery) and they are now saying he owes them a similar amount to the figure you mention. Then it was reduced by £95 (virtually overnight) and now Solicitors/debt collectors are threatening visits. They are clearly mad. They care about no-one and the likes of Ofgem frighten them not one bit. Without doubt they are the worst mobile phone operator I have ever heard off. Sally

[Col22]

Hi, I wonder if any of you can help me? I have been having problems with 3 - to cut a long story short I sent a letter giving notice to cancel my contract in October (ready for the end of the contract term in December). 3 say they have received this letter but did not cancel my contract giving me lots of different reasons (ie. cancellation notice too early/PAC code issue etc). I have now been billed for Jan and Feb (even had a debt collection letter as Jan's hasn't been paid!) even though I have not used the phone and have called numerous times trying to sort this out since.

I have been given an address to write to the exec office to complain but in the meantime, I am not sure whether to pay the outstanding amount? I don't think I should but don't want it to affect my credit! Any ideas what I should do? Also, how do you get an email address rather than postal - maybe this would speed the process up?

Thanks

[kevin mimmack]

cancel the direct debit with the bang and tell them to go to hell

[mizzamo]

If anyone could pass the contact details on for the exec ofice I'd be grateful.

Mizzamo @ hotmail dot com

[Tiggs62]

Heh, heh, heh... even 3 Customer Service told me they didn't have an office in Scotland. When I insisted, they admitted "oh, we have one in Glasgow"

[marsco]

Hi just come off the phone with customer services. My complaint is regarding misselling on an upgrade.
I have asked them to get the Director of Customer Services to answer my written complaint I was told this was not possible. When I upgraded india told me I would get 500 free text messages. I get a letter from 3 telling me I would also get a loyality discount of £20 per no where in the letter from the Director of Customer services does it say the discount is to pay for the FREE texts.
3 need to buy a dictionary to get there staff to understand what the meanining of the words they use mean.
But still if the directors dont know what chance so we have.
Any will send a recorded delivery letter to the man.
Might just cancel my direct debit I haven't signed a contract with them

[terfel]

Hi
Im having a problem with a Nokia 73 on three but having no reply to emails ,
Does anybody have the Chief Executive, Kevin Russell, email address??

[quincy]

if you're unlucky you'll get the guy in the exec who aside from being aggressive also claims that as he worked for Otelo he can predict the outcome of any complaint (in 3's favour oddly enough)...

makes me feel valued indeed.:dead:

[dnk5ex]

I have the exact same problem! Cancelled in jan but the are still trying to bill be....

Could you email me the exec email address to dnk5ex@yahoo.co.uk

have you got anywhere?

[marsco]

I wrote by recorded delivery and problem got started.

[3reallysuck]

I cannot agree more with the comments regarding their call centre. They are so bad, rude and incompitent that it's actually stressful trying to speak to them.
I am giving up and cancelling my contract with 3 and going elsewhere. I don't mind paying extra to speak to people in the UK who know what they are doing and are no just monkeys reading off a poor script.

[Bertie Bassett]

I'm a newbie to the forum, sadly to 3 also. I moved from Orange (If you think 3 is bad then Orange will see you in padded place weaving baskets in no time!). My complaint is one that seems to be a theme here. Firstly, the so-called Customer Service staff are ignorant, ill-mannered, lie through their teeth and obviously have been instructed to be as obstructive as possible. My guess is that they are told to mess customers about for as long as possible in the hope that they get fed up and just go away.

Can we NAME and SHAME those members of staff???????

I am now at day 3 of trying to get a handset that works. Having been a customer since December (and had the thing back for repair after 2 weeks in). The thing never worked properly and has now failed completely. They refused initially to do anything except send it off for repair again. I wanted a replacement - for a better quality phone - and offered to pay! I was quoted £177 for a Sony that retails at £150!!! In the end, they agreed to exchange the handset (for the same piece of rubbish) rather than repair again. This should have been delivered today but guess what.....not happened. I have now spent around 4 hours on the 'phone since Monday, talked to 6 different people - none of whom were remotely interested in "customer service", taken a morning off work (which has lost me about £150 in earnings) and live in hope that one day I'll be able to use the service I'm paying for.

I should say that (when I've had a phone that worked) I've found the network coverage is good. I have a 3 Skypephone which is possibly the cheapest nastiest and unreliable piece of garbage ever promoted as a 'phone'. Do yourself a favour and don't get one...it'll fail quickly and that will put you into the ignorant reach of customer services.....

Forgot to mention, I've had umpteen apologies for the poor service and lies and been offered £5 for my trouble.

PLEASE someone publish the contact details for 3 execs. I'm writing to the 'head office' in Glasgow. In addition, I have friends in high places at Hutchison so I will be making all of this known to them with names and dates etc...... I also write for a number of telecomms magazines and a national newspaper....

WAKE UP 3......your customer service is terrible. You have an opportunity to fix it. LISTEN to your customers and MAKE MORE MONEY!!!!!!!!!

Am I wasting my time?????

[Sealbhach]

WAKE UP 3......your customer service is terrible. You have an opportunity to fix it. LISTEN to your customers and MAKE MORE MONEY!!!!!!!!!

Am I wasting my time?????


The only way to get them to shake up is to leave. Vote with your wallet. That's what I'm doing.


.

[3reallysuck]

Exactly, they know their service is woeful but don't care. As long as they are making money they wont change. As Sealbhach says they only way is to leave. If enough people leave they will soon sit up and take notice. As with all big companies the only way to hurt them is in their pockets.

[xjulezyx]

it has to be said 3 are despicable!!!! customer services are crap with out bein inappropriate they never understand me nor do they seem to have any clue what they are talking about!!

have any of you had any luck with the email addresses/ address for kevin russell?? i am just about to send a stinking email just now!!

for some reason i have been put on video minutes which C/S refuse to take off my tariff!! and they refuse to assist me with my faulty phone/sim card! its a joke!!!