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“Worst Customer Service Ever!”

Written on: 22/01/2019 by Felix466 (1 review written)

Three truly provide the worst Customer Services experience ever. After being a loyal customer for nearly 10 years, I upgraded my contract over a week ago and actually went up in monthly payment, thinking it’s worth it. Turned out my mobile network - the only thing I actually use on my phone wouldn’t work. Spent nearly an hour on the phone to Customer Services yesterday - no success in resolving the issue. Advised me to go to the store as it’s most likely a faulty iPhone. Went to the store today to spend over an hour and still no result. Actually, no, there was result I got so stressed by the Customer Services Team from Mumbai that I was shaking and had to take a seat kindly offered by Three staff in store. There was totally zero understanding of an emergency that I was having with going abroad for over a week tomorrow morning with no phone at all, I had to re-call them twice because they hanged up on me, when asked to speak to manager - any manager, they all appeared to be on break at the same time, what a coincidence?! When then they transferred me to Escalation Team, it was clearly a story as the more I asked him to confirm that he is actually from that team he kept saying different team names every time.There were no alternative solutions offered whatsoever just kept saying we cannot help. Oh and at one point he suggested that one of my family receives a letter with a new SIM card for me and posts it to the country where I’m going on holiday, I mean what?! Is that really how I expected to be treated after being with Three for so many years? Well no, not really, I don’t expect to pay a lot of money to get really stressed and anxious having to almost fight to simply get what I’m actually paying for!!! If it wasn’t for an Assistant Manager - the man who was in Three Store (Leamington Spa) genuinely trying to help me and staying with me even after the store closed. He was actually the only person trying to do anything it takes but still no result as the only thing I kept hearing from Customer Service Team is ‘we can’t help’. Already looking into contracts elsewhere as it’s totally not acceptable to treat your customers like this, worst experience ever!

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