Great tariffs - poor customer service (3 Mobile Phone Network)

Member Name: Siamese

Product:	3 Mobile Phone Network
Date:	27/10/09 (55 review reads)
Rating:

Advantages: Cheap tariffs

Disadvantages: Appalling customer service

3 Mobile Phone Network

For those who don't know, 3 is a mobile telephone service provider. They offer some fantastic deals (in fact, I researched this and found them to be offering the most competitive on the market around 12 months ago - though of course this may have changed by now) and you seem to be able to get loads of call time etc for your money.

They also offer a wide range of handsets and so when it came to choosing a new phone and network, I ended up going for 3.

I knew that the coverage was good in my area because Mr Siamese is with 3 and has been for some years. I am glad that I knew this and did not rely upon their "network coverage checker" though, because I know of a few people who have been a bit let down with this, claiming that while it showed them that they would have good coverage, it turned out to be quite poor.

I must point out that I am happy with my phone, and happy with my package, I get all that I need for a great price. My problems began when I had to contact customer services due to an incorrect bill. I explained the situation and why the bill was incorrect, and the woman that I talked to just didn't listen to what I was saying and kept repeating the same thing over and over again. It ended up taking 4 calls and me talking to a manager to get the problem resolved.

Since then, I also had another billing issue and again, the service was horrendous. I talked to at least 6 different people, nobody seemed to know what I was talking about and I had to repeat myself over and over again. They sounded patronising, as if I were trying to con them in some way, despite the fact that it was an error on their behalf and just kept saying the same phrases to me, as if telling me them 10 times would make me believe them! I certainly did not feel like they valued my custom, and it felt like they were blunt to the point of rudeness.

I have never been one of those people who insist on UK call centres but in this case, I genuinely feel that the quality of the customer service would improve if the centres were based over here, even if just on the basis that they would understand what I was saying and vice versa. I have noticed that the SALES team are British - cannot help wondering if that is because they are trying to sell your something!

I do recommend 3 mobile, but their customer service is awful. Every time I have heard of anyone trying to sort something out with them, they say that it has been a nightmare and I have a lot of friends who are with 3 and say that once their contract is up, they will not be renewing it. I am unsure if I will be - poor customer service really lets them down.

Summary: UK call centres would really be a benefit