New Three Contract Question - no signal

[jotty]

My lovely wife got her nice new Samsung phone yesterday on a Three contract. However we spent most of last evening trying to get a signal from home even though the coverage checker says we are ok., only managing to send around 6 texts all night.

 

She is obviously not impressed so rang Three to cancel and return the phone, they are refusing because she sent the texts even though she couldn't make voice calls.

Is there anything we can do or am I forced to pay the £600 they want to get rid of the useless contract. (This took over 20 calls to different numbers !)

[jacktheband]

Firstly, were did you take this contract out from? a store? a telesales team (i.e. over the phone)? ordered off a website? etc.

[ashmk]

If you brought it from home use the Distance Selliung Regs to get a refund. WRITE to them (send recorded) and cancel it. Offer to pay for the used texts.

 

Don't let them fob you off.

 

You have 7 days to cancel, send the letter tomorrow and it dont really matter how long it takes as long as you have dated it. Don't use the phone again.

 

If you brought it in store then the above does not apply.

Try calling your BBC local radio consumer program, they normally get results.

[Somebody Told Me]

This is their returns policy http://www.three.co.uk/_standalone/Link_Document?content_aid=1220457053001

Although it states that you mustn't use the device you can argue that you were given the impression that it would suit your needs but in actual fact the signal is just not good enough.

Give customer services another shot and if you're unsuccessful check some of the other 3 relates thread to get the CEO's email address.

[jacktheband]

Having a read of their returns policy i have noticed something quite fishy. They mention that the device needs to be in a 'as new' state which has NOT been used for calls/texts,etc. Whilst they can impose this condition on returns to their store as they are under no legal obligation to accept these store returns and are therefore free to decide on their own policy for that, my concern is that they are imposing this policy on devices covered by distance selling regulations (i.e. web-store or telesales). It is the whole point of DSR that a consumer receives the goods, uses them and makes an informed decision on whether it is suitable for their needs prior or whether to return them. If 3 are trying to stop people from using the equipment if there is a chance they might return it under DSR then this is in opposition of the legislation and really shouldn't be in their policy.

 

Anyway, to cut a long story short, to repeat ashmk, if you have bought it from telesales/websales and have already used it then you can still cancel under DSR (7 working days starting from the day after you receive the equipment) so don't let them fob you off.

[jotty]

Thanks folks, yes it was bought online so I will give them a ring back

[Surfer01]

We have never had an issue with Three regarding returns except for alleged non-delivery. Always send recorded mail and keep the proof until you get an acknowledgement in writing for receipt of goods.

[kitttenjane1234]

three store is rubbish! I just got conned into a contract!

but you should be protected under distance selling act.

Don't worry if they don't take it back, you can take them to communication Ombudsman Services after 8 weeks, or just request a deadlock letter and take it to communication Ombudsman Services.

[Surfer01]

three store is rubbish! I just got conned into a contract!

but you should be protected under distance selling act.

Don't worry if they don't take it back, you can take them to communication Ombudsman Services after 8 weeks, or just request a deadlock letter and take it to communication Ombudsman Services.

 

If you went into the store, how where they able to con you? I am not defending Three as their CS is rubbish generally, but are interested in what you say.

[ashmk]

Calling them will give them chance to fob you off, you need to put your complaint in writing so there is no avoiding it.

[kitttenjane1234]

you can see my other post, I have written everything in detail.

Just asked for an iphone with unlimited internet, was told the only way is to take a new contract.

basically, I later found £3 add on could have been purchased, an extra £5 per month would change my new contract to an iphone contract you see.

Edited December 24, 2011 by kitttenjane1234

[jotty]

Letter sent folks so will keep finger crossed, thanks for the help

[Somebody Told Me]

Be sure to keep us informed of your progress.

[jotty]

Well a week on and still no reply from three, I have also emailed the "Executive Office" but keep getting an automated response telling me to rin 333 which I am not prepared to do as this has been exhausted already. Can someone please suggest what we do next, the phone has not been used since the first day and is still boxed and ready to return.

[jotty]

Any advice please

[locutus]

OK you informed them quite quickly to return it, so there shouldn't be this problem

 

Fill in this online form

https://www.three.co.uk/Support/Contact_us/Complaints_code_form

and see how they reply.

[jotty]

Thanks, I did fill in the online complaint form, twice, and got acknowledgement, twice, but still no resolution. I have also sent a letter by recorded delivery, still nothing. Should I cancel my d/d and chance being defaulted as they haven't had a payment from me yet.

[locutus]

Any default would be a huge battle. You need to keep on at them.

 

Where did you write? This is their head office address

 

HUTCHISON 3G UK LIMITED

STAR HOUSE 20

GRENFELL ROAD

MAIDENHEAD

BERKSHIRE

SL6 1EH

[jotty]

I wrote to their Glasgow office within 7 days using recorded delivery, no response and have also used the online system with nothing apoart from the "we aim to deal with your complaint" response.

 

Now dont know what else to do apart from parcel everything up and post it to the Glasgow address.

[jotty]

They have finally agreed to cancel the contract but only after a lot of mither, but thanks to everyone on here I eventually got things sorted by emailing the CEO's office every day.

[Somebody Told Me]

Great work jotty.

Presumably you've had this confirmed in writing?

I'd also check your credit file to make sure that there's nothing there which may cause problems for you in the future.