Tuesday, 14 October 2008

Tell me your name!

Today I have had another conversation with 3 support. The support engineer told me that they have no records in their system regarding any request (no previous phone calls, no e-mail) from me about possible compensation for the extremely bad mobile service. When it became apparent to me that I will not get anywhere without clear evidences, I've pushed "record" button on my phone and... that's what happened next:

Just to give you a background, below is the mail I've sent to the 3 support from their web site (http://www.three.co.uk) on 7th of October (numbers removed due to privacy restrictions):

Dear Sir/Madam,

On 27th of September I've bought new phone from one of the 'Three' shops. Together with the new phone I've decided to switch from pay-as-you-go to the monthly payment plan.

At that time I've been using number 07906-xxx-xxx. The new monthly plan came with different number 07868-yyy-yyy. I've requested my old PAYG number to be transferred to the new SIM card, so I will be using old number and pay monthly. This has been requested in store on 27th of September. Today is the 7th of October, yet the transfer has not been completed.

But this is not all. On 29th of September I received an SMS saying that my old PAYG number will be transferred to my new (monthly plan) SIM card. At that moment my PAYG number has been disconnected. I was no longer able to use old SIM card. However, the new SIM card was given with completely different new number. Worst of all is the fact that the number belong to somebody else. Yes, it was somebody's else's number!

I started to receive calls and SMSs' from unknown people who believed they call somebody on that number. You can imagine my frustration after such a call in the middle of the night!

After 24 hours of such a disastrous situation I called the 3 support on 333 and asked to fix it. I've been told that it will be fixed in 24-48 hours. Needless to say that next day nothing was fixed. And after two days either. I finally decided to switch the phone off, because it was unbearable!

Last Sunday (5th of October) I called 3 support again and asked why it wasn't fixed and when I will get my original number on my new phone? The person told me that he escalated the issue to the "High" priority, but it will take 72 hours to just investigate it! 72 hours for investigation after a week of fault!

At that time I requested the compensation because the service from 3 was completely unacceptable in any respect. I've been told that it will be discussed later when the phone number will be transferred.

Today is 7th of October. I decided to check with 3 support how the progress of the solving the issue goes and called 333. After the conversation with the person I realized that transfer didn't take place and technical team transferred the wrong number and I have to wait 48 hours AGAIN !!!

I have no words to describe my frustration.
Just let me ask you, how often YOU receive such a "service"?


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