Advice please - faulty phone returned to 3

[reefoid]

I'm in a situation with Three at the moment and was wondering if anyone else here has had a similar issue and if they have any advice.

I upgraded my contract with Three at the end of June and got a SGS2. In early August the phone developed a fault where it thought it was constantly on charge even when it wasn't plugged in, i.e. the charging animation appeared and the battery stats showed it as being plugged in.

I phoned Three and they told me to take it into a shop to be sent off for repair and I'd be given a loan phone. So, I took it in, was told they didn't have any loan phones in stock and my faulty phone should be back within two weeks.

That was 3 weeks ago today. I hadn't heard anything so I went into the Three shop today. They looked on the system which was saying that no fault had been found and they were going to contact the customer. This note was added on 29th August (two days ago). I asked if I could speak to a technical person, but was told in no uncertain terms that I had to wait until they called me.

So basically I'm in a position where I haven't had the phone for three weeks, it appears they haven't identified a fault and I have no idea when someone might call or when I'll get the phone back.

Fortunately I managed to borrow a phone that I've been using, but I need to give this back tomorrow, so in all likelihood I'm going to have to go and buy a cheap phone tomorrow.

I'm going to give their technical team until the end of today to contact me, but if they haven't I'm going to be calling Three tomorrow morning to complain.

Can anyone advise where I stand on this? Anyone been in a similar situation? They've known for two days that they need to contact me, but there has been no call. I'm currently paying £35 month for a phone contract where I don't actually have the phone. And I have no idea when this is going to get sorted.

Thanks

 

[muon]

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[Myshra]

Stuff to do:

Check you have a contact number registered that isn't your mobile - they may not have called because of this, not sure how clued up 3 are currently. There may be a queue of calls etc...
Phone up CS and ask when it will be shipped - request the shipping method / date / wtf is going on.
Request compensation for loss of handset if you're feeling annoyed but as they can tell you used your contract during this time they might tell you to get stuffed - moreso because the fault has been closed as NFF.

Back to the handset - Recent Samsungs (and HTCs) know they are being charged from Vcc or Vusb by checking to see if pins 2&3 are shorted and activate fastcharge mode if they are. Let's use this trick with Android as it can tell you what it "believes" is happening through the hidden menu *#*#4636#*#* in your dialer. Wait for error to occur - use this shortcode and goto battery stats. It will say Battery Status (USB) or (AC) iirc. While it's not a full diagnosis it might give us some insight into the potential problem.

Just checking but you tried rebooting it a few times to see if the error would go away right?

 

[reefoid]

Thanks for the response.

They have both my mobile and home numbers. I work from home and have a missed call history, they definitely haven't phoned. Will phone CS in the morning to see what I can do. I think you're right about the compensation, although if it doesn't get sorted asap I'll raise an official complaint requesting some kind of deal.

Useful info on starting to diagnose the fault if the phone comes back with the same issue. I'll give it a go if required.

Cheers.

 

[Skully]

I find Three helpful.

I usually Tweet them and then someone phones, leaves a message if I can't pick up and then emails me also detailing what they want me to do.

I've always had good experiences with Three.

Have you tried publicly questioning them on Twitter?