Anyone upgraded a phone with 3 recently?

[Big Chris]

Has anyone upgraded their handset with 3 recently? If so, did you get a customer satisfaction survey card in the package, and can you let me know the name and address to send it to?

My Mrs had an awful experience upgrading with 3 recently, so we wrote a strongly worded letter and sent it, along with the survey card, to the head of Customer Satisfaction at the address on the card. This was over 3 weeks ago, and despite posting recorded delivery which has been confirmed as delivered successfully, we've heard nothing back.

I'm going to write another letter to them but I foolishly didn't make a note of the address and the Royal Mail website only shows the postcode.

 

[Seft]

My gut instinct is that Three might have used a third-party processing facility for the customer satisfaction data collection.

I had a call back next day when I wrote to

3 Customer Services
Hutchison 3G UK Ltd
PO Box 333
Glasgow
G2 9AG

 

[Big Chris]

We sent a copy of the letter to the Glasgow address too, they received that two weeks ago and we specifically asked for a response, but have heard nothing.

She phoned Customer Services who assured us nothing has been received, despite the fact they were in India 4000miles away. When the Mrs told them we had proof it was delivered and a name who signed for it, they said they were unable to verify and also did not have any contact numbers or email addresses for the Glasgow office. Strange then that they knew what post had arrived two weeks previously then...

The address on the survey card was in Leicester, and had the name of a chap on it was who the 'Head of Customer Satisfaction' so we thought he may well be the best person to tell our tale of woe to.

I've written a follow up letter now and have got the name and postal address of the CEO of 3 so am posting it directly to him later today.

 

[The $6m Dan]

I stumbled across three's blogs recently as I've been trying to get information on the soon to be released android devices. Any way, a lot of people have been complaining about various things on there and they have been getting some answers. You may want to try there and see if you have any more luck.

Three blog site

 

[osc89er]

I stumbled across three's blogs recently as I've been trying to get information on the soon to be released android devices. Any way, a lot of people have been complaining about various things on there and they have been getting some answers. You may want to try there and see if you have any more luck.

Three blog site

That's great. I'm surprised that there is such good communication from staff there, and news about stuff like them getting the Galaxy Portal is not on the website anywhere but the blog.

I, like some of those on there, was offered a deal at 40 days pre-contract end (which was well within the upgrade period I had been told) was offered the same deal as the website except I had to pay an extra £300 for the Hero. I told the guy on the phone how rubbish that was and asked why they couldn't give me even the equivalent deal to the website price.

I later spoke to a very helpful chap in a 3 store who told me that management had very quietly and without any warning reduced the upgrade window to 30 days. Anyone who already had proof of being offered a 100 day early upgrade window would continue to have it, but as you can see the prices were ridiculous.

I ended up signing up again but only because they gave me a £10 loyalty discount.