Just wondering what the best option is for a complaint which will actually be listened too rather than just thrown in the bin?
Having an absolute nightmare at the moment with the pathetic customer services of three mobile.
Is the best procedure to just follow what they want you to do? or is it best to dig around for emails/addresses of their execs etc? and see how far it goes?
As a background for the complaint. Just under 2 years ago my dad took out a contract for the new iphone for myself as there was no stock in Manchester at the time and he was away in oxford and they had them. Set up the contract then a few months later he passed away. A month or so after he passed away I went into the shop in Ashton to make them aware and they told me to post a copy of the death certificate and they will be able to change it into my name or cancel the contract. I wasn’t interested in cancelling it, I was happy for it to be put into my name. Anyway, sent off the certificate and a covering letter asking them to change it into my name. Never heard a thing, so just assumed it was all done.
Went into the Manchester shop a few weeks ago and spoke to a terrible sales guy. Its shit customer service when they are too busy pissing about on their phones and texting while talking to them. I ended up just walking out. Went to the Ashton shop a few days later and they said there was no record of the death certificate on their systems and we would need to send another, which they offered to do while in store via fax, then said someone will call me within 48 hours.
No call after 5 days so called up their India call centre. Explained to them and they said email it over, which I did. Then they said he will call back within an hour. 4 hours passed and no phone calls. So called again and they said I will get a call back within 48 hours. No call again after 3 days of waiting.
Then at weekend I get a letter saying I can now transfer the account into my name, and just quote a ref number to them. Then I get another letter saying they have now cancelled the contract. The guys are idiots
Call them up today and ask what’s going on. They have no idea (must not be on their script). So he says I will transfer you through..... Then stuck on hold for 45 minutes on a phone number that is 5.1p per minute. Then eventually hang up
So three death certificates, 18 months, multiple calls to their clueless staff, days of no return calls, and the worst sales guy ever, and a possible cancelled contract. I am still getting nowhere near what I wanted.
I feel like just phoning them up and telling them to fuck off
Definitely getting away from these idiots when the contract finally finishes this month. However, I will still have to get in touch with them to do that. I can't bloody win
Any help would be greatly appreciated
Having an absolute nightmare at the moment with the pathetic customer services of three mobile.
Is the best procedure to just follow what they want you to do? or is it best to dig around for emails/addresses of their execs etc? and see how far it goes?
As a background for the complaint. Just under 2 years ago my dad took out a contract for the new iphone for myself as there was no stock in Manchester at the time and he was away in oxford and they had them. Set up the contract then a few months later he passed away. A month or so after he passed away I went into the shop in Ashton to make them aware and they told me to post a copy of the death certificate and they will be able to change it into my name or cancel the contract. I wasn’t interested in cancelling it, I was happy for it to be put into my name. Anyway, sent off the certificate and a covering letter asking them to change it into my name. Never heard a thing, so just assumed it was all done.
Went into the Manchester shop a few weeks ago and spoke to a terrible sales guy. Its shit customer service when they are too busy pissing about on their phones and texting while talking to them. I ended up just walking out. Went to the Ashton shop a few days later and they said there was no record of the death certificate on their systems and we would need to send another, which they offered to do while in store via fax, then said someone will call me within 48 hours.
No call after 5 days so called up their India call centre. Explained to them and they said email it over, which I did. Then they said he will call back within an hour. 4 hours passed and no phone calls. So called again and they said I will get a call back within 48 hours. No call again after 3 days of waiting.
Then at weekend I get a letter saying I can now transfer the account into my name, and just quote a ref number to them. Then I get another letter saying they have now cancelled the contract. The guys are idiots
Call them up today and ask what’s going on. They have no idea (must not be on their script). So he says I will transfer you through..... Then stuck on hold for 45 minutes on a phone number that is 5.1p per minute. Then eventually hang up
So three death certificates, 18 months, multiple calls to their clueless staff, days of no return calls, and the worst sales guy ever, and a possible cancelled contract. I am still getting nowhere near what I wanted.
I feel like just phoning them up and telling them to fuck off
Definitely getting away from these idiots when the contract finally finishes this month. However, I will still have to get in touch with them to do that. I can't bloody win
Any help would be greatly appreciated