Good value for money; abysmal service when needed

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3 Mobile www.three.co.uk
★☆☆☆☆
1.4
14.0% of users recommend this
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darrenfhenry's review of 3 Mobile www.three.co.uk

“Good value for money; abysmal service when needed”

★☆☆☆☆

written by darrenfhenry on 07/03/2015

o these guys acted after a third party wrote to them about me in error. What happened is that the third party wrote to Three rather than Virgin Mobile.

Frustratingly, the reference details that the third party used were not linked to any account I had at Three.

So what they then proceeded to do was cancel all 3 of my accounts - 2 of which are for my children who I need to be in contact with foe safety reasons.

Initially you may think its not Three's fault. What they didn't do was take care and do their due diligence on the communication from the third party; if they did,by law they needed to write back to the third party saying the information quoted was wrong and they could not do anything with the instruction.

So what are my issues with Three?

1. First off they broke data protection law

2. I spent 8 days chasing this to be told on Wednesday that it was passed to their 'EXEC' team. Hmmmm.

3. After chasing this Thursday and Friday it became apparent that the hand over was only passed to the 'EXEC' team - ahem - @ 16:30 on Friday and they had a 24hr working day SLA. Nice of them. When challenged on the fact this was not my fault and it needed to be resolved on Friday I was basically told I had to 'lump it' and it was the best they could do.

So now it comes to how I feel about them now. Look the product is great and offers value for money but if you want to be reassured that your query will be dealt in a senscial, pragmatic and logial manner (if and when the need arises) don't go with Three.

And finally, every interaction with Three fires you a satisfaction survey. I am sure that the senior managers at Three won't want any negative scores on their score cards so I am pretty sure I won't be getting one for this interaction. Playing the system guys???

Worst case; I have 3 contract mobiles and been with them 8 years. Will I renew??? Hmmmmm

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