Can anyone help me to exercise my right to cancel 3 mobile ?

kt_hates_3

hello
i would like to get some help/ advice. I have never used your forum before because I always try to sort out my queries face to face where possible, over the phone or in writing. But on this one I feel so powerless that I have no choice but to ask some of you clever people out there for advice.

Here goes. I was hoping to upgrade to a smart phone and someone had told me that if I wanted to use Skype I should also check 3 mobile. Apparently they were known for that. So I called 3 mobile on their freephone service on 23/ 02/2012. The girl on the phone was nice and very keen to help (so I thought). She immediately took all my details, my bank account etc and said that the credit check needed to happen and her colleague would call me back. I asked to be called after work because I was about to finish my lunch break. By the time I had reached the door of my work place the phone rang and I asked the girl from the credit check dept. to call me back because I wanted to think about their offer and conditions. She did not call me back but shipped the phone for the next day. To be honesty, even if I did not answer the phone they would probably still have shipped the thing. Basically they never followed their own procedure. Quite futile you think but not really. It is the first example of how messy they are and say one thing and do another.

On 24/02/2012 I received the phone at lunchtime and took it home after working hours. It asked me to call 1913 to confirm i had received the phone. I had not coverage that Friday night. They had taken my number and switched over the details so I had no choice but to put their 3 sim into the new phone because my old O2 sim was not working anymore. The installation was not smooth to say the least. I had already called their 1913 number a few times for help but the coverage was still bad. I am working, socialising and living in the area of Dublin with postcodes 1, 2, 4, 6 and 7. In other words the city centre. The display of the phone was constantly saying 'searching network'
On 25 /02/2012, in stead of having a nice lie in, I thought I quickly cycle down to Henry street to get an idea what is going on.
I had no coverage on grafton street nor at the spire nor in the 3 shop in Henry street. Every time I went indoors the connection dropped. There was lots of explanations and switching on and off of the phone but to no avail. I left the 3 shop with two bars out of six for coverage but they said it would improve. Nothing improved on that sunday. On Monday morning i started my day by calling the 1913 number for help. They finally admitted on the monday that there was a network problem on sunday. That monday I had the same problems. During my lunch break I called them again and they said they would look at the coverage but it should be ok. I had to go outside to get coverage !!!! It was raining !!!! The girl said that if i was not happpy with the service or coverage that I had the right to cancel my contract within the first weeks. I should ring and ask for a DNR number. They would also refund me for the services I had not used.

I wanted to give them another chance so I went again to the 3 shop to ask them what was to be done. But that Thursday night nothing had improved 01 / 03 / 2012. So I went back to 3 shop . The shop assistant was either not willing or not allowed to help me. I was furious because I had had no phone for 1 week. She suggested I ring the customer service number 1913 while i was there. They asked the shop assistant to give me a spare handset and test it for 1 day. The other option was that maybe the sim was bad and I should get a new sim. the shop assistant did not want to give me a spare handset to test the sim and coverage because she was not allowed to do that. Instead she would cancel my existing sim and transfer my number to a new sim. The coverage on the new sim would take up to 24 hours to be activated.

It was then saturday when I called them back and said it was not working. There was another load of waffle produced that it must be the handset. They asked me to go into the 3 shop and test it in another phone. Since that girl had not done that the Thursday I had now to do this on Sunday because the shop was closed by the time I got there on Saturday. Sunday I met the only one helpful assistant who confirmed it was the phone. He said to call the 1913 no again and organise for the phone to be collected and swapped. I did that on the monday morning and they were going to send out a courier service to collect it and give me the spare phone. Monday night, no courrier. Tuesday night no courier. I rang the 1913 horror line again. The guy had the cheek to tell me that an envelope was sent to my address and I was going to receive it within 3-5 working days. I was livid. I was not contactable since 10 days.The guy calmed me down and said that I could also drop the phone into the shop and they would send it to the repair centre and they would give me a replacement phone in the meantime.

Today after work I went back to henry street to yet another smart pants shop assistant who was not giving me a spare handset and that I had signed up through their free phone number so he had no details for me and could not help me. When I told him what the support team on 1913 had said he contested it and said he had no right to give me this and he had no phone either. I was in shock. I asked for the supervisor who of course was gone at five. I told them this is it. I am still within the 14 days I cancel. Good luck. Here is the phone. He did not want to take the phone. I should call the 1913 line. On my way to O2 shop I called the horrorline again and they gave me a broken record script they read out to say that until they had the phone back and until they checked if it was faulty they could not give me the contract cancellation number or the famous DNR number. She said I could drop it into the repair centre but she knew it was closed at 530pm and it was now well past 6pm and the place was closed. I decided to leave it in the shop but they had no authority to take the phone. I was not allowed to leave the 3 phone in the 3 shop. The full set with box and all was ready to be handed over and they did not take it.

It is a disgrace. I am now asking anyone for help and advice

At this stage all I want is to
1/ exercise my right to terminate
2/ get a full refund (service was non-exsitent and poor at best)
3/ give them back their phone
4/ support a forum which stops this from happening to others.
4/ live happily ever after



thank you Kt

Spear

You can ask three directly:

http://www.boards.ie/vbulletin/forumdisplay.php?f=1367

kt_hates_3

Spears are you working for 3 mobile ?
Kt

Spear

kt_hates_3 wrote: »

Spears are you working for 3 mobile ?
Kt

Of course not.

kt_hates_3

Spears sorry. I am so annoyed at this stage that I start to question everything. I just sent their customer service team the message and the mention that my experience with them is now on Boards.ie because nobody should be 10 without a of being contacted by phone, mocked by customer service staff and treated like an infant, being sent from pillar to post. i do promise them if they don't turn this around quick that I will look up every possible forum to post my experience with them
I read the print and it valid that I am allowed to cancel within 2 weeks.

Spear

Then tell 3, this has nothing do with the Newbies and FAQ forum.

kt_hates_3

How do you mean. Am I not on the correct forum ?
As I said. I have never used boards. So where does this post belong ?

Spear

The link I already posted is to 3's own forum on boards.ie

william999

Best of luck, my brother was with 3 and never again. He had to take them to the small claims court. You wont get anywhere with them, its crazy. Customer service is at rock bottom!!! Just exhaust at your legal rights eg refund / replace / repair that wont take long with 3. Trust me, take note of dates you requested each of these and responses given and then go small claims. It only cost €6 or something. Long process though, could be up to a year!!!