Terrible Foriegn Call Centre Makes Product A NightMare (Three (3))

Member Name: olly374

Product:	Three (3)
Date:	13/01/07 (1478 review reads)
Rating:

Advantages: 3G Network, Competive tariffs with lots of text messages,

Disadvantages: Obtuse Foriegn Call Centre Operatives

I decided to get a new phone after intense hassling from the Carphone Warehouse and due to their behaviour, which involved ringing me up constantly to sell me stuff, I decided that I was going to go elsewhere. After looking at different pay monthly tariffs I found that I couldn't port my number to the network I wanted to and get the tariff and phone I wanted until I found Three.

Phone Selection
============
I wanted a Nokia N73 simply because all my previous phones have been Nokia's so I don't have to learn how to use them, plus I knew the phone was OK as I have a few friends' with this phone already. Also having read reviews about problems with different phones from 3 which actually seem to be a combination of a problem with the phone itself and the incompetency of 3 customer services, I wanted a reliable phone.


Ordering
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I place an order for my phone on the 3 website, three.co.uk. The 3 network has a range of tariffs and special offers which makes it complicated to choose what you want for example for the same monthly amount you can have more text messages and less video calls or vice versa. Also if you click on price plans instead of the deal on the front page of the website you can sent to a different place.

As I already had seen an advert for what I wanted in the press I just had to check the advert and find the deal that matched. This took about 10 minutes. I then procedured to take another 10 minutes to enter all my details into the website and purchase the phone. Or so I thought. Unfortunately I received an error message and so I had to phone Three up.

Delivery and Customer Service
======================
I should start by pointing out that I have had to deal with some untruthful Call Centre operatives in other companies, and have worked in a Call Centre myself. The reason they are untruthful is they think that not telling the truth makes their life easier and most customer services operatives have little knowledge of laws that protect consumers.

Three use Parcelline to deliver their phones. You cannot get your phone delivered to your work address so if you work like most people who use a pay monthly tariff, then you can't get a phone off the website or on the phone. (You have to use a Three shop or Superdrugs. Three shops opened after I got my phone.)

I arranged delivery for a day I knew I was off work and would be in. A few hours later I got this garbled automated voice message informing me that there was something wrong with my delivery. The message made no sense at all.

I then called Three up. Three use an 0870 number but if you search on the web you can find a 0800 number and a normal national number to call them on so it will not cost you if you have free minutes. I phoned the number and got through to a guy in an India Call Centre. I started asking him about my delivery and got cut off. I then phone again and got through to a woman at an Indian Call Centre. I started asking her about my delivery and got cut off. I then phone again and got through to a guy at an India Call Centre. I told him that if I got cut off again I would be cancelling my order. He then phoned me back and actually was helpful. He said that my order hadn't got through and I was to phone a different number. He gave me a number which I had already so I called that. I was given a choice that the people call me but I thought it would be quicker to call them. I got through to Scottish Call Centre and the woman explained that the other Call Centre couldn't actually do anything with my data and my order hadn't gone through. I then spent 5 minutes making another order. I was told the phone would arrive tomorrow. I pointed out that I would be at work tomorrow and she said don't worry I will give you Parcelline's number.

The delivery was attempted by Parcelline when I was at work. I got the delivery card and noticed that there was no mobile number or local number to call like most couriers but a 0870 number. (I have catalogue and other deliveries delivered to my flat when I'm at work with no problems due to them being allowed to accept a signature from my elderly neighbours.) By this time I had communicated with a friend and was told with a lot of swearing and cursing about the courier, that Parcelline have an automated voice service so I shouldn't bother to ring them up. I went on Parcelline's website and discovered that I had to enter all the details of my delivery which had a 20 digit delivery code and waste 10 minutes before I was permitted to see the address of the depot. I then also had to arrange a time to pick up the delivery from the depot. (I should point out I touch type so it shows you how un-user friendly Parcellines website is.)

I was p***ed off so I emailed Three and said their delivery method was stupid and I would be cancelling my contract if I didn't get the phone in a reasonable amount of time. I got an email back that I would get a delivery by Royal Mail Special delivery. On Saturday morning I did receive my phone by Royal Mail Special delivery.


Connection, porting and reception
=========================
It took a quick phone call to the Indian Call Centre to get connected and another quick phone call to the same Call Centre to get my number ported. The porting of my number was actually very smooth. I had given my number out to people a few days before and they could actually phone me up on the day of the port.

So far reception in West and South West London, the Midlands and the part of Berkshire where I work has been fine. I've not had any calls dropped even when I've been on the train.

MyThree
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Three have a MyThree website which you can personalise. I have managed to use this simply because I put the sim card in my phone as soon as I got it. I therefore don't know the phone number for the sim card or the sim card number which makes logging on impossible.

Three also allow you to download games, music, ringtones, browse the web, watch t.v. Depending on what tariff you want then you can buy these as one of items or get certain items as add-ons. I use to take the train to work so I downloaded some games.


Customer Service
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I rang the customer service centre and got connected to the customer service centre in India. I have asked them:
1. About my mobile phone contract (see above) and got cut off 2 times.
2. To port my number. I only need to explain that to the female operative once.
3. How to avoid personalising my voicemail. I needed to explain that to the male operative 4 times.
4. Why they want me to verify my address. I had to explain that to the female operative twice.
5. My billing problems see below.

As you can see Three have a problem with their customer service staff based in India.

Billing
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In December I got a phone call from Three saying they needed to verify my address- I asked them what for as I was receiving bills and they didn't reply. They seemed quite embrassed which is probably because they had mucked up their computer systems. (Lots of companies have to reboot servers and so lose data if it's not backed up. )

I noted that I was getting a lot of bills from 3 but in their literature they stated you will receive your first bills together. It was only in January when I wasn't rushing socially did I realise that 3 have been billing me for twice for one mobile phone contract. At no point have I had 2 phones in my procession nor have I placed a signature for 2 phones on any orders. I rang 3 Customer Services up, they said to cancel the Direct Debit, that no one had used the second phone and their fraud department would contact me the next day. Three did ring me the next day but as soon as I answered the call they disconnected me. When I phoned their Customer Services up I got told they had no record of my previous call. I then phoned them back via technical services and surprise surprise they claimed their fraud department did call me and I didn't answer. Strangely my two colleagues who I was in mid-conversation with when I stopped to answer my phone, would say differently. Half an hour later they called again, I answered my phone and received a message stating that "This call is not allowed". I called their Customer Service centre (India) and they stated that you get this message when someone puts down the phone as you answer it.

I then wrote a letter to my bank and evoked the Direct Debit Guarantee to get my money back. Copying the letter to 3 Customer Services. (My bank have refunded me.)

The same day I posted the letter Three Customer Services actually contacted me. First someone in their Scottish call centre contacted me, after a brief explanation from me she explained that unfortunately as it wasn't a fraud issue she need to transfer me to another department. I was then transferred to the Indian Call centre. I asked the woman at the end of the phone that did she understand what had happened and she said "Yes". I then said "Please cancel my duplicate direct debit". She replied that if I "....cancelled my direct debit 3 would charge me. " I said, "They can try and please could she cancel my direct debit." She replied, "I will send you another phone out as you should have cancelled your contract earlier as it's not our fault. " I said, "You obviously have not understood the explanation as you are based in India and I am now writing to Three to sort the matter out. Please put down the phone. "

I am now going to see if Three try and charge me, or harass me in anyway. (I do know would steps to take next and will report back in due course.)


Advantages:
=========
1. Competitive tariffs with voice, picture messages, text messages and free downloads
2. Smooth number porting from a different network.
3. Sales team not trying to sell you every accessory under the book.
4. Itemised billing which doesn't seemed to be a charge for (I've checked my bills), plus billing on your phone so you can see what you have spent
5. 3G network

Disadvantages:
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1. Over complicated website which may explained why crashing was so easy. (The website has been now simplified.)
2. Delivery using a bad courier service. You need to complain via email to get in touch with the Scottish Call centre who will send you your parcel by Special Delivery.
3. Call Centres.
a. 95% of the staff at the Indian Call Centre can't manage requests that don't follow their text book script i.e. stating you don't want to personalise your voicemail, need to sort out delivery, sort out direct debits (Are they really confused or are they just lazy? UK Call Centre workers are badly paid as well but the 50% of them can deal with things that don't follow the script.)
b. Customer service centre staff playing tricks. Disconnecting when the phone is answered is not a good idea particularly as the customer can use the web to publicize the problem and the regulator or the small claims court to resolve problems if the matter persists.
4. Having to know what 3G phone to use before purchase so you don't end up with a dud phone.
5. Expecting you to pay more than a normal phone call to call them from another line even as a new customer.
6. Phone locked to 3 to ensure that you don't sell the phone on. (Some people think this is fair game but the phone costs as much as most contracts for a year.)


Rating:
=====
Customer Service = -4 out of 5 There staff in India are on the whole polite but obtuse, and for some reason Three cannot synchronise their computer systems in India and the UK. You need to call them a minimum of twice if you are asking something which is not on their script. However if you call the UK call centre your problem is sorted out with one phone call. The only plus point is they do not however sell you anything over the phone which is a bonus, instead they send you stuff in the post.

Billing = 0 out of 5 They would get 5 for the fact that you can see your tariff on your phone. However due to their poor customer service and duplicate billing I have given they get -5.

Tariff = 5 out of 5 I'm happy with my tariff

Phone = 5 out 5 I'm happy with my phone

reception = 4 out of 5 as so far no problems

Summary: Terrible Customer Service Only Use If You Know Your Legal Rights