3 customer care strikes again

Sam Vimes

Bluefoam wrote:

They have the ability to unlock any phone.

Yes, I know how to get them unlocked.

i know they do, they just claim not to. care to share this information?

pm me please if you don't want to post it publicly

demon3

Just over a year ago, I signed up for two 3 contracts in my name, one for me and one for my wife. Bought two 6680's with the contracts. Shortly after the contract started, I contacted 3 support to unlock the two phones (I have done this with Vodafone and O2 with no issues, no charges) and I was told €125 per phone. Obviously I baulked and decided to wait the contract was up. I have phoned 3 hundreds of times to get the two phones unlocked, and I get the same story as everyone else.

I did contact an outside phone unlocker in the UK to unlock the phones. He told me only 3 Ireland can unlock these new Nokia phones (6680, N80 etc.). I told him what 3 told me and he said that they where lying and they tried the same thing in the UK. I took that back to 3, and they insisted that they where waiting on Nokia to send them. I have since moved one of numbers to O2 (and got the O2 phone unlocked).

My name is on the legendary 3 Ireland unlocking list to get notified when the phones can be unlocked. Great way to get rid of annoying customers...

You see its all our fault, if 3 didn't have us customers they would have no problems....

krpc

Hi, all, again.

Well it seems 3 customer care continue to strike, again and again and again. There does not seem to be a limit to their incompetence and their poor customer service.

I contacted 3 again this afternoon and spoke to a team leader (as I refuse to deal with customer care executives any longer) to inquire about the actual unlocking process of handsets for customers that are on a contract with 3.

I was informed that 3 are "unable" to unlock handsets during the contract period unless the contract expires after 12 months, or a customer wishes to pay out the remaining months of their contract. Madness, considering Vodafone and O2 for example do not impose this. I noticed during the conversation, the unique way this lovely lady used the word "unable" rather than "cannot" or "will not" issue out the unlock codes, which are more accurate.

I refuted this but the team leader states that this restriction was stipulated in the contract and also other T & C's. I told the team leader that the T & C's actually state that the agreement for service and SIM are between 3 and the customer, but that 3 (through their own admission) have no right to place limitations on the use of a customer's handset. The agreement for use of a handset is between the manufacturer and the customer. 3 don't come into that arrangement at all. Then, as I heard before, 3 attempted to lay blame on Nokia stating that Nokia won't dish out the codes etc .,. I again refuted this by stating I had been in contact with Nokia and they have said they have supplied the codes and that 3 just aren't giving them out. They have also supplied similar codes to O2 and Vodafone and both those networks have no problems in providing them to their customers.

The team leader then backtracked and said that it was a problem between 3 systems accepting Nokia unlocking codes in which to provide to customers. More bulls#it. I told her I would get onto Nokia about that claim and would be providing her name.

I also inquired about this list that they keep and state that customer's names are being added to. The team leader confirmed that some list exists but failed to be able to explain the reason for it. She explained something, but it made absolutely no sense. More crap. Why take customer's names and lead them to believe they will get the unlock code, when in fact they won't unless the contract has expired or they pay out their contract? Why not just say, call us back when you want to fork out money or your contract ends?

Also, I was informed that even after a contract expires or if a customer pays out their remaining line rental, there is also a E25 admin fee that will apply for them issuing out the unlock code! Hello??? They are charging people E25 for an unlock code when websites are selling them for E7 or so? Sounds like a rip off let alone theft!

No matter how good the 3 service might be (if it was that good), this crap would be enough to steer me clear of them let alone recommend everyone I know not to touch them!

chrislad

That admin charge is fairly standard practice in the UK so eventually, I suspect it will make it's way over here to all other networks.

krpc

Yes, understandable. However, I fail to see how a network, in their own terms and conditions, state that they have no right or claim to your phone not only restricts usage but also then makes you pay out E25 to them to unlock it. Should it not, at least, be the manufacturer charging this fee and not 3?

Sam Vimes

telefunktastik wrote:

Yes, understandable. However, I fail to see how a network, in their own terms and conditions, state that they have no right or claim to your phone not only restricts usage but also then makes you pay out E25 to them to unlock it. Should it not, at least, be the manufacturer charging this fee and not 3?

to be fair, it does say in the T&C's that they charge a €25 unlocking fee. i don't mind that, i just wish they'd fcuking do it

krpc

:mad: Well I wouldn't mind it if they didn't blatantly admit to not having any right of possession over a customer's phone. So, I'm hardly going to fork out E25 to them to unlock a phone, when they have essentially no right to lock it in the manner that they have! :mad:

Sam Vimes

you know what people should do? at the end of a contract, a customer is entitled to an unlocked 6680 (or whatever they have). if 3 "can't" unlock them that's not the customer's problem. people should start demanding sim free handsets instead of refurbished ones that aren't even as good as their old phones.

i gave that as one of my options in my written complaint letter but i never got a response. i assume they saw that it was sorted though so i don't mind them not writing back

krpc

Well, I got my own issue with them sorted as well, but I certainly don't want other people to go through what I endured with them. If anything, this thread should tell people enough about 3 to keep them well away, or if people are with them already, then they can use it as support to ensure that they be quite determined and indeed persistent when dealing with 3 customer care.

Dellas

Commander Vimes wrote:

i gave that as one of my options in my written complaint letter but i never got a response. i assume they saw that it was sorted though so i don't mind them not writing back

I have sent in various letters about an on going issue and I have yet to get a reply so I dont think you would have got one even if your problem wasnt sorted out. One was registered so I know they got it!!!


Anyway Im still enjoying my ''faulty'' SIM card on ThreePay which is not giving me any calls and I am not able to top up but I can get everything on Planet Three for free!!! All videos/tunes etc...... Im enjoying it while it lasts!!

EIN

telefunktastik wrote:

Hi, all, again.

Well it seems 3 customer care continue to strike, again and again and again. There does not seem to be a limit to their incompetence and their poor customer service.

I contacted 3 again this afternoon and spoke to a team leader (as I refuse to deal with customer care executives any longer) to inquire about the actual unlocking process of handsets for customers that are on a contract with 3.

I was informed that 3 are "unable" to unlock handsets during the contract period unless the contract expires after 12 months, or a customer wishes to pay out the remaining months of their contract. Madness, considering Vodafone and O2 for example do not impose this. I noticed during the conversation, the unique way this lovely lady used the word "unable" rather than "cannot" or "will not" issue out the unlock codes, which are more accurate.

I refuted this but the team leader states that this restriction was stipulated in the contract and also other T & C's. I told the team leader that the T & C's actually state that the agreement for service and SIM are between 3 and the customer, but that 3 (through their own admission) have no right to place limitations on the use of a customer's handset. The agreement for use of a handset is between the manufacturer and the customer. 3 don't come into that arrangement at all. Then, as I heard before, 3 attempted to lay blame on Nokia stating that Nokia won't dish out the codes etc .,. I again refuted this by stating I had been in contact with Nokia and they have said they have supplied the codes and that 3 just aren't giving them out. They have also supplied similar codes to O2 and Vodafone and both those networks have no problems in providing them to their customers.

The team leader then backtracked and said that it was a problem between 3 systems accepting Nokia unlocking codes in which to provide to customers. More bulls#it. I told her I would get onto Nokia about that claim and would be providing her name.

I also inquired about this list that they keep and state that customer's names are being added to. The team leader confirmed that some list exists but failed to be able to explain the reason for it. She explained something, but it made absolutely no sense. More crap. Why take customer's names and lead them to believe they will get the unlock code, when in fact they won't unless the contract has expired or they pay out their contract? Why not just say, call us back when you want to fork out money or your contract ends?

Also, I was informed that even after a contract expires or if a customer pays out their remaining line rental, there is also a E25 admin fee that will apply for them issuing out the unlock code! Hello??? They are charging people E25 for an unlock code when websites are selling them for E7 or so? Sounds like a rip off let alone theft!

No matter how good the 3 service might be (if it was that good), this crap would be enough to steer me clear of them let alone recommend everyone I know not to touch them!

what annoys me is that i paid the admin charge, and still havent got an unlock code!!!! that was months ago. each time i call get the same ole ****e... its over a year now since i first asked for an unlock code and still no joy... what a poor level of service. also they dont have a freefone num so each time i call it costs me

but newsflash!!!!!!!!!!! dont laugh
just got off the fone with three and was told by a handset specialist
that

1. the 6680 cannot be unlocked by a normal code.
2. a cable and clip is required to unlock, which nokia havent manufacttured yet.
3. nokia wont unlock 3 firmware at this time.
4. also he stated that no 6680 on any network could be unlocked!

ermmm my sides are hurting from all the laughing........ so now i have a fancy paperweight,.

chrislad

Point 3 and 4 don't make sense. Mainly because firmware can be reflashed pretty easily to standard Nokia firmware and the 6680 uses the same sim lock protection as the N70, N80, N91 etc and all of those can be unlocked by the network operator.

Points 1 and 2 seem very suspect too, especially the cable and clip thing. This phone is pretty old at this stage (must be pushing 2 years now). It uses the same connections as the N70 to the best of my knowledge. I am also pretty sure Vodafone have unlocked their 6680s for customers.

Bluefoam

telefunktastik wrote:

Well, I got my own issue with them sorted as well, but I certainly don't want other people to go through what I endured with them. If anything, this thread should tell people enough about 3 to keep them well away, or if people are with them already, then they can use it as support to ensure that they be quite determined and indeed persistent when dealing with 3 customer care.

Lets bear in mind that the majority of people aren't effected by this issue and are perfectly happy with 3's service, with or without unlocked phones.

I can undersatand why 3 don't want to unlock any phones. My advice is to be a bit more creative with how you deal with them and to come across as authorative and knowledgable rather than irate.

Blaster99

Have you guys tried an old trusted line like "Give me the unlocking code or I'm moving to Voda/O2/Meteor tomorrow"? Most companies don't like losing customers.

Dellas

Three dont care about that , you have paid your money and they know you have a useless phone that you cant use ever again unless you get it unlocked.

They are in a win win situation and just dont care if you got to VF or O2.

Im a member of another forum (not on Boards.ie) but the company concerened has someone assigned as a member to read the posts and take note and if there are genuine problems they address them and they listen to all feed back. Now I challenge Three to do this if they have the balls.

They proberbly just read these posts and gather info on people like the FBI !!!!

Cabaal

Three do care and they will if enough people get pissed and move for such a simple reason, I'd certainly heavily consider moving if they pull this **** with me

EIN

Commander Vimes wrote:

i called today and got the guy who was supposed to give me the code yesterday but swapped shifts with someone else. he told me there had been some mix up yesterday and....wait for it..........i got the unlock code!!!!!!!!!!!!!!!11111111111111111111one


somebody break out the champagne! i couldn't have done this alone. i'd like to thank EIN, and Cabaal and nielled and Jesus and everyone who posted in this thread of course the 3 network, without whom none of this would have been possible. take a bow, 3

was that the unlock code for your 6680 or n70?

EIN

Bluefoam wrote:

They have the ability to unlock any phone.

Yes, I know how to get them unlocked.

if they can unlock any fone then why the big problem with unlocking nokia fones?

Sam Vimes

EIN wrote:

was that the unlock code for your 6680 or n70?

neither. it was the sony ericsson k610 they replaced it with. they tried to mess me about with that code too

rogue-entity

Hmm, spoke to a 3 rep a few days ago, asking about when the N73 (now out) would be released. I also asked about the unlocking situation. They said they HAVE the kit from Nokia. They say they are testing it to be sure its the right one this time. Just waiting to get the N73 before start the process of unlocking my old handset. From what you say, it probably wont happen, but I wonder if I will beat the odds *thinks optimistcallly*

Urban Weigl

Haha, so Nokia has been sending them the "wrong kits" for the past couple of years eh? Sounds likely.

Cabaal

Urban Weigl wrote:

Haha, so Nokia has been sending them the "wrong kits" for the past couple of years eh? Sounds likely.

don't you mean "un-likely"?

Ste.phen

I dunno how nokia do it, whether they send code generators, etc, but I know from experience Motorola can/do send a simple plain text list of IMEI - unlock code to the operator along with the phones, when they're purchased pre-locked.

Sam Vimes

Igy wrote:

I dunno how nokia do it, whether they send code generators, etc, but I know from experience Motorola can/do send a simple plain text list of IMEI - unlock code to the operator along with the phones, when they're purchased pre-locked.

nokia does that too afaik. 3 are lying.

Wurly

Guys dont even go there. I feel like going down to the 3 building and setting the place on fire at this stage. They are actually unbelievable - I have never come across anything like them before. My contract terminates with them in 1 months time and this is what I have been putting up with over the past year:

1. I cant call or text my family from my mobile who live in Australia. That is stated no where in my terms and conditions of my contract.
2. I cant get my phone unlocked even though my contract is finishing next month so they sent me a prepay simcard instead until I get my unlocking code. Im emigrating next may and if I dont have the unlock code by then, I might as well throw my phone in the bin as its locked to 3Ireland. I cant even use 3 in Australia - not that id want to. So thats €129 down the swannie.
3. They couldnt transfer my bill pay number to my 3 pay sim so Ihave to change my number.
4. Most months I am overcharged for downloads, sometimes for stuff I havent even downloaded. When I call to complain, they say that I have no proof that I didnt dowload these things and in the past have offered me a 'goodwill gesture' of a few euros to shut me up, even though I have been overcharged by as much as €15 on occasion.
5. Each person in 3 customer care tells you something different everytime you call. They say they make a note of it on your account but when you call back, the note is never there and the person doesnt believe you.
6. I also had a problem with my phone and was sent a 'refurbished' handset. i had loads of stuff downloaded on my broken phone and had paid a lot of money for the items. So when I got my new phone, none of it was there. When I asked for money to be put on my account for the inconvenience, I was told it wasnt their problem.

I actually got so frustrated today, I started crying to a customer care rep when on the phone. Its ridiculous I know but its been a year of this and Icall on average twice a week as my phone acts up in some way.He started to laugh at me and started speaking really sarcastic to me.

They are an utter disgrace. I think im going to go on Gerry Ryan about this. How dare they treat people in this way. Can anyone think of anything else to do?

what_car

Tri wrote:

Guys dont even go there. I feel like going down to the 3 building and setting the place on fire at this stage. They are actually unbelievable - I have never come across anything like them before. My contract terminates with them in 1 months time and this is what I have been putting up with over the past year:

1. I cant call or text my family from my mobile who live in Australia. That is stated no where in my terms and conditions of my contract.
2. I cant get my phone unlocked even though my contract is finishing next month so they sent me a prepay simcard instead until I get my unlocking code. Im emigrating next may and if I dont have the unlock code by then, I might as well throw my phone in the bin as its locked to 3Ireland. I cant even use 3 in Australia - not that id want to. So thats €129 down the swannie.
3. They couldnt transfer my bill pay number to my 3 pay sim so Ihave to change my number.
4. Most months I am overcharged for downloads, sometimes for stuff I havent even downloaded. When I call to complain, they say that I have no proof that I didnt dowload these things and in the past have offered me a 'goodwill gesture' of a few euros to shut me up, even though I have been overcharged by as much as €15 on occasion.
5. Each person in 3 customer care tells you something different everytime you call. They say they make a note of it on your account but when you call back, the note is never there and the person doesnt believe you.
6. I also had a problem with my phone and was sent a 'refurbished' handset. i had loads of stuff downloaded on my broken phone and had paid a lot of money for the items. So when I got my new phone, none of it was there. When I asked for money to be put on my account for the inconvenience, I was told it wasnt their problem.

I actually got so frustrated today, I started crying to a customer care rep when on the phone. Its ridiculous I know but its been a year of this and Icall on average twice a week as my phone acts up in some way.He started to laugh at me and started speaking really sarcastic to me.

They are an utter disgrace. I think im going to go on Gerry Ryan about this. How dare they treat people in this way. Can anyone think of anything else to do?

gerry ryan is a chance.,... if i heard it mentioned i would call in...
give it a go...send the gerry ryan show an email and see if there interested in the story... i had to deal with the same from 3.. so i left them mid contract.

EIN

telefunktastik wrote:

Hi, all, again.

Well it seems 3 customer care continue to strike, again and again and again. There does not seem to be a limit to their incompetence and their poor customer service.

I contacted 3 again this afternoon and spoke to a team leader (as I refuse to deal with customer care executives any longer) to inquire about the actual unlocking process of handsets for customers that are on a contract with 3.

I was informed that 3 are "unable" to unlock handsets during the contract period unless the contract expires after 12 months, or a customer wishes to pay out the remaining months of their contract. Madness, considering Vodafone and O2 for example do not impose this. I noticed during the conversation, the unique way this lovely lady used the word "unable" rather than "cannot" or "will not" issue out the unlock codes, which are more accurate.

I refuted this but the team leader states that this restriction was stipulated in the contract and also other T & C's. I told the team leader that the T & C's actually state that the agreement for service and SIM are between 3 and the customer, but that 3 (through their own admission) have no right to place limitations on the use of a customer's handset. The agreement for use of a handset is between the manufacturer and the customer. 3 don't come into that arrangement at all. Then, as I heard before, 3 attempted to lay blame on Nokia stating that Nokia won't dish out the codes etc .,. I again refuted this by stating I had been in contact with Nokia and they have said they have supplied the codes and that 3 just aren't giving them out. They have also supplied similar codes to O2 and Vodafone and both those networks have no problems in providing them to their customers.

The team leader then backtracked and said that it was a problem between 3 systems accepting Nokia unlocking codes in which to provide to customers. More bulls#it. I told her I would get onto Nokia about that claim and would be providing her name.

I also inquired about this list that they keep and state that customer's names are being added to. The team leader confirmed that some list exists but failed to be able to explain the reason for it. She explained something, but it made absolutely no sense. More crap. Why take customer's names and lead them to believe they will get the unlock code, when in fact they won't unless the contract has expired or they pay out their contract? Why not just say, call us back when you want to fork out money or your contract ends?

Also, I was informed that even after a contract expires or if a customer pays out their remaining line rental, there is also a E25 admin fee that will apply for them issuing out the unlock code! Hello??? They are charging people E25 for an unlock code when websites are selling them for E7 or so? Sounds like a rip off let alone theft!

No matter how good the 3 service might be (if it was that good), this crap would be enough to steer me clear of them let alone recommend everyone I know not to touch them!

i paid 3 the €25 euros unlock code to unlock my 6680, months and months ago. sill no sign of any code, btw they send me a sony k608 and they couldnt unlock that either, so they ended up sending me a 6680 back again.

anyways for anyone that has a 6680, on three the latest 3 firmware was 3.5 or something like that, anyways i updated it myself to 6680 firmware version 5.3xxx !!! the latest version, and it overwrote the entire 3 firmware and left the generic 6680 latest version.

btw before hand i told my locked 6680 phone, as its mine that it was a different product code! and nokia updater updated it to latest version... alas it didnt unlock it.....hrmm:mad: :mad: diy debranding.

1huge1

crying tri??? come on their fools but their not that bad
unless you were putting it on and playing the sympathy game that is

krpc

1huge1 wrote:

crying tri??? come on their fools but their not that bad
unless you were putting it on and playing the sympathy game that is

Or perhaps 3 have frustrated "Tri" so much that shedding tears was ... yanno ... a natural human emotion?? I've experienced the incompetent, uncooperative, rude nature of 3 and their customer care team on numerous occasions previously and whilst I didn't shed tears, I would have punched one of them if they were in front of me. We all react differently in different situations although from your obvious response to "Tri", you'd maintain a cool, calm, suave demeanour no matter how much 3 tested you, right?? <rolls eyes> I'd rather deal with a human than a robot any day

Wurly

Yep, crying! Not ashamed of it either.

The next poster was right when I said I was completely frustrated.

So there you go.