Is it possible to provide worse customer service than 3?

m.a.c.

I had to call them a few times since purchasing a 60g mobile broadband package back in june(I literally had no other choice in the apartment i was living in at the time).

The initial agents have next to no idea what they are talking about, and put you on mute every 10 seconds.
The supervisors are simply the most rude, ignorant people you could ever imagine speaking to, and their whole existance seems to be get you off the phone as quickly as possible.

I've called 4 or 5 times now, and have NEVER received a helpful response to any issue.

Recenetly I was charged 30e extra on my bill due to going over my usage. I called them to ask why I got no warning(especially as I had called when they cut me off and they said nothing about it). They advised I should have received 4 warnings on my dashboard. I told them I don't have a dashboard, and that I called way back when I first set up my broadband to try and fix this issue, but was told then I would just need to call to get my available usage.

So no I got no warning, and I asked if this charge could be refunded. I explained that I was completely aware that the charge was most likely part of the terms + conditions, but that I was asking them to refund it as a gesture, based on the fact that I am unable to check my usage myself, despite me being proactive on this issue when I initailly purchased the package.

The answer: of course not. Not a chance. Not even an "I'm sorry, but..." Just an extremely rude and abrupt "No".

If anyone reading this has made it this far, here's my advice: stay the hell away from 3's mobile internet. They are shockingly awful.

If anyone has any contact for an Irish 3 support office, please send it my way.

Thanks, I'm off to break my router up into tiny little pieces...

drunkmonkey

You can check how much data you have left by either calling 1913 and putting in your number and if your using a router like you are just go to three.ie and my account and it'll show you what usage you have.
Before you go smash your modem, check how much, o2, Voda and Meteor will charge you for 61GB of data?

m.a.c.

But that's the problem, there was an issue setting up my my3 account which their tech support couldn't solve. The guy on the phone told me he couldn't help and to just call everytime.
Considering the level of support their phone staff offer(I was once told I had only 2mb of data left, and had to speak to a supervisor in order for them to reassure me that the girl actually meant 20gb!) this is not really ideal...

drunkmonkey

Why didn't you just call the free phone number as advised. You got away lightly with €30, if you were with another network they wouldn't have stopped you racking up a big bill. One poster here showed a €10,000 + bill for meteor data. Some will argue that your an adult and you shouldn't have a limit on your account, and then for people like you 3 putting a credit limit in place stopped you getting completely screwed.
You could switch to another network but your not going to get the same amount of data or be able to put a credit limit on your account.

m.a.c.

Fair enough, but I was asking for a gesture of goodwill on their part. The point I'm trying to make, but that I suppose can't really come across until you speak to them, is that they are extremely unfriendly and abrupt in their dealings with this issue. I have both a 3 mobile phone and broadband account(I'm a sucker for punishment), and was hoping that a bit of brand loyalty might come into play.

Instead the guy I spoke to was extremely rude and just wanted me off the phone. I work CS too and wouldn't dare treat a customer that way.

Nothingbetter2d

m.a.c. wrote: »

I had to call them a few times since purchasing a 60g mobile broadband package back in june(I literally had no other choice in the apartment i was living in at the time).

The initial agents have next to no idea what they are talking about, and put you on mute every 10 seconds.
The supervisors are simply the most rude, ignorant people you could ever imagine speaking to, and their whole existance seems to be get you off the phone as quickly as possible.

I've called 4 or 5 times now, and have NEVER received a helpful response to any issue.

Recenetly I was charged 30e extra on my bill due to going over my usage. I called them to ask why I got no warning(especially as I had called when they cut me off and they said nothing about it). They advised I should have received 4 warnings on my dashboard. I told them I don't have a dashboard, and that I called way back when I first set up my broadband to try and fix this issue, but was told then I would just need to call to get my available usage.

So no I got no warning, and I asked if this charge could be refunded. I explained that I was completely aware that the charge was most likely part of the terms + conditions, but that I was asking them to refund it as a gesture, based on the fact that I am unable to check my usage myself, despite me being proactive on this issue when I initailly purchased the package.

The answer: of course not. Not a chance. Not even an "I'm sorry, but..." Just an extremely rude and abrupt "No".

If anyone reading this has made it this far, here's my advice: stay the hell away from 3's mobile internet. They are shockingly awful.

If anyone has any contact for an Irish 3 support office, please send it my way.

Thanks, I'm off to break my router up into tiny little pieces...

next time you call them put on an indian accent and pretend your from microsoft to tell them they have a virus on their pc :P

m.a.c.

Ha!

Seriously though, I think I'm done calling them. Gonna get on the phone to UPC as I've moved recently and have a bit more choice!

Sponge Bob

Dilbert signed up with 3 recently.

m.a.c.

I hate all strangers by default. Quicker that way

dchris

I feel for you MAC. I have had horrendous problems with 3 mobile. Initially when I switched to them I was told they would have my old number switched over in a few hours. A week later they still had not done it. Then the handset I bought turned out to be faulty, and the one that I got to replace it was faulty! It was about a month before I got my mobile up and running after deciding to change over from 02 to 3. During this their customer service made my life hell, treated me as if I was a liar, and tried to pass the blame onto 02 for delaying the transfer of my number. Which turned out to be a lie. After not having my phone for a month, I lost massive amounts of business as I am self employed. I had to buy a tesco mobile temporarily as I wasn't sure if they would ever sort the problem out. Eventually it did, and some wise guy in 3, sent me a gesture of €5.00 free top up..

A few months later I received a text from someone , but it wasn't intended for me. I replied saying wrong number, and the person was clearly shocked. they rang, and said where is "insert name" I said you have the wrong number, the girl read out the number she rang ( which was entirely different to mine) I said you definitely have the wrong number. I decided to ring my friend who was in the room beside me. I rang his phone, and sure enough the number that showed up was the same number the girl who had rang had quoted. For some strange reason my number had been confused with someone elses. I rang 3 customer service. You can only imagine the difficulty I had in trying to explain this to horrendous customer service person. They kept saying they would ring me back, however my number was actually no longer the number I was accessible at, but the number of some girl whose messages and calls were being sent to my phone. They took details of SIM, IMEI, etc etc, they kept suggesting I had the wrong SIM in. But the funny thing was, I had received a call from my Mum just prior to this happening. My phone was like this for 2 days. 3 said they would call me back as they were looking into it. The problem reverted, however I never did get that call from 3 , either to apologise, explain what happened or to assure me that such a major breach of my privacy would not happen again.

My current problem is that I topped up my phone for 20 euro, and their system took the payment twice from my card. They are now telling me it must have been my fault, and there is nothing they can do. Despite a list of people on here complaining about the same thing happening to them, in the exact same fashion, 3 are denying a problem exists, won't help anyone.

The are an utter disgrace of a company. Definitely the worst company I have ever have dealt with.

Lynx1234

phone number for 3G in dublin is 015426300
I am having terrible trouble with my wifi broadband and the customer service in india is so bad fobbing me off ever time i call, i eventually got a number for the dublin office and i rang today and still waiting on a call back.
Three.ie (3G) has the worst customer care and the internet is getting so so bad

LEGEND24

having alot of problems with my mobile broadband as well. always dropping the connection on me.sometimes cant connect for hrs at a time in evenings. i have 2 of the modems as i upgraded from the huawei E5830 to the huawei B260a now. when the mode light goes from dark blue to light blue i can forget about any internet till it changes back! is anyone else having this problem??

Sponge Bob

LEGEND24 wrote: »

having alot of problems with my mobile broadband as well. always dropping the connection on me.sometimes cant connect for hrs at a time in evenings.

This cell shrinkage happens with every 3g network once the cell is overloaded. Are you in an NBS area?

http://www.three.ie/contractstore/shop/flow/BroadbandCoverageCheck.aspx (green not grey)