Monday, February 15, 2010

Some endings take time

In December, I blogged happily about the prospect of receiving new (if unneeded) hardware for free. Alas, though, it did not work out, and I had to send a letter to customer service

In mid-December, I received a (paper) letter stating that Three's network had been recently upgraded in my area and that if I wished, Three would provide me with a new modem at not charge, to take advantage of the faster network. I called the phone number given in the letter and arranged to be sent the new modem. Several weeks later, the new modem had not arrived. Therefore, on January 13, I called Three Mobile again to enquire where it was. The person I spoke to told me that the address that showed up on his computer for my account was my old address (postcode SW18 1DB) that I left in June last year. This was odd, as all correspondence from Three (including the letter that started this) has been sent to my new address (SE1 5HH) for at least six months. He stated that the modem might have been sent to my old address also, and that he would escalate the matter and investigate, and would call me back within two days. This was satisfactory to me. However, he did not call me back within two days, and did not in fact call me back until January 19th. This was not satisfactory to me, and if I had known he would take this long to get back to me, I would have told him not to bother. On January 19, I was in Australia, and when he called me it was 3am local time, and paying considerable roaming charges to receive calls. After a conversation of several minutes that cost me several pounds to have, he eventually told me that it would not be possible to deliver the modem when I was not present, and that I should therefore arrange again to have it delivered when I was back in the UK. I am now back in the UK. I am still using my old modem, which works perfectly but presumably at slower speeds than would a new modem. I am still perfectly happy with the service I am receiving. If Three had done nothing whatsoever, I would have no complaints. However, Three somehow managed to waste my and your time, and to cost me money to achieve nothing whatsoever. That said, if you are able to give me a new modem to increase my broadband speed, I would still find this useful. In fact, if you are able to provide me with one of your MiFi modem/routers instead of a standard modem, I would find that even more useful. I am actually very close to the end of my contract, and would agree to renew the contract for another 18 or 24 months if this is necessary to do so, although I do not wish to lose the particularly low monthly rate I am presently paying (£5 a month for 1Gb).

Thank you

I wonder if I can manage to get fancier hardware out of them than they originally offered? Or am I just leading myself further down the rabbithole?


Rob Fisher said...

I imagine it's 3's desire for you to renew your contract vs. the (lack of) motivation of the person who reads the letter. Do let us know whether it works.

Michael said...

Dear Michael,
I’m sorry to hear you’re having problems with your modem I appreciate this must be frustrating for you. We’ve tried to call you about this but we haven’t been able to get hold of you.

Please just give our mobile broadband team a call and they’ll be happy to help. The team’s working hours are:
* Monday to Sunday: 8am – 2am

You can reach them on 500 from your 3 mobile or on 0843 373 0500 (standard rate) from any other phone.

We look forward to hearing back from you.

Best regards,

Not looking good, I fear.

Michael said...

Well, when I did finally talk to the "broadband support" department (which took a little effort) they were happy to send me the new modem that they had promised. The "upgrades" department were happy to give me the MiFi, but in the normal "upgrade" way - which involved my needing to up my monthly charge to £7 for 18 months in return for getting it free up front. There was no problem getting both of these things, but no way getting both departments to communicate with one another to give me a better deal on a combination. Nothing stopping me from getting both and selling one on ebay, either.

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