Three not helping

[gavmoulds]

Hi all.....approx 10 months ago I got myself a new 3 mobile contract with a blackberry 9810 torch.

 

Initially all was well. The battery stopped lasting and they replaced it. Ok then.

 

Now and on my fifth battery it will barely last one day.

 

So I visit the store...they will send it away but cannot loan me a phone. Apparently theydont have any. They tell meto call customer service....he says the same. They will send it away.

 

In the meantime i will be left withouta phone and paying a monthly bill which i cannot use.

 

Ok then in the circumstances upgrade my phone....i will even pay. NO. You will have to buyanew phone.

 

This is ****ing priceless. RIP OFF BRITAIN AGAIN.

[locutus]

Follow their complaints code (outlined here) Tell them that you wish to escalate the complaint to the ombudsman if they are unwilling to help.

 

The contract is for the sim, and the package, not the handset (and that is likely to be their stance) but I would argue that 5 batteries obviously shows the handset was not "fit for purpose" and they have a duty to remedy this.

 

I think their attempt at a solution will be to credit your account with a small sum to compensate you for the period you are without a phone.

 

Few tips for you:

1 Take photos of the inside and of your phone, include the sticker with your IMEI, and any moisture indicators (probably one on the battery, and one inside the battery compartment) so if it gets returned scratched, you can kick their butts

2 Remove you memory card! These get "lost" in transit a lot!

3 Backup all your contacts and important messages / emails. They may wipe your phone.

[gavmoulds]

I have tried resolving a complaint with three since Aug 2013. Eventually I went to the Ombudsman.

 

Trying to get them to even do anything has been the most stressful experience of my entire life.

 

Eventually they have given three the chance to completely screw me evn further and wont even listen to my part of the story.

 

I complained to a manager who informed me that the case investigator would contact me before proceeding.

 

He didnt...I contacted them again.

 

He still didnt contact me.....then months later I got an email out of the blue explaining what he thought the solution would be.

 

Claimed to have been trying to phone me. He was calling a number on a handset which I had returned to three 5 months ago.

 

The email basically said that they would replace the handsets etc. i rejected it based on the fact that part of my complaint has been the continuous promises of replacement handsets never materialising.

 

I explained that I would rather have my 2 iphone accounts closed and 1 replacement ipad.

 

My latest email states that they are proposing to replace the 2 iphones and close my ipad account.

 

I have long since replaced the handsets via an alternative provider. I really wanted a replacement ipad.

 

I jut cant get any where with the ombudsman. They seem to be firmly on the side of three and completely not interested in my actual complaint or the disgraceful way in which I have been treated.

 

They are now continuously sending me bills, debt letters and reporting defaults on my credit file.

 

I dont know what to do any more. The ombudsman seem so obstructive.

[renegadeimp]

You sure it wasnt the adjudicator

[citizenB]

Is this the Financial Ombudsman ?

[gavmoulds]

ITS THE OMBUDSMAN

 

http://www.ombudsman-services.org/

[citizenB]

You might be able to escalate to a more senior person - The Financial Ombudsman have a first tier adjudicatior, then the Ombudsman proper. It might be the same with this particular Ombudsman service.

[locutus]

Ombudsman Services : Telecoms

 

 

This is the new name for Otelo.

 

 

IMO they are just a toothless qango. If you have justification you can always take your complain to the courts, but you will have to prove three's failings and your losses.

[gavmoulds]

They wont even ask for my proposal to be considered. They have decided what should be done and they are basically giving three an easy way out without compensating me in any way whatsoever for all the inconvenience I have had and the endless amount of time I have been on the phone without resolution.

 

My local three store manager was on the phone once for 1hr 40 mins and still they havent even resolved anything.

 

The Ombudsman wont even take this into consideration and all the money it has cost me spending hours on the phone. All the money it has cost me replacing 2 phones which I havent had since last october.

 

They have promised me over and over again that they have sent replacement handsets....it has never happened.

 

I AM DISGUSTED AT ALL THIS..............I AM JUST ANOTHER CUSTOMER GETTING SCREWED

[rebel11]

Hi Gav

 

These are values set out by the Ombudsman Service Board:-

 

• courteous;
  
• independent;
  
• accessible
  
• effective and
  
• consistent.
  

Clearly if they have failed you in regards to any of the above, write a Formal Letter of Complaint mark it as such. Explain what's happened, how they have let you down and what you want them to do. Send any evidence you have.

 

If you want them to look at your case again, pick whole's in what they are saying.

 

Send it to:-

Dame Janet Finch

 

Chair of Ombudsman Services

Ombudsman Services

The Brew House

Wilderspool Park

Greenall's Avenue

Warrington

WA4 6HL