The forth mobile network in Ireland â€“ Three mobile, has a lovely set of mobile phones. So I decided, what they hell, I will treat myself to one of these sexy camera/mp3/3G phones, and at the same time get a chance to fool around with the (apparently) feature rich network that Three Mobile offers, and you can order it online, sweet! However, already I have my doubts about the companyâ€™s ability to provide a quality service when they are unable to provide basic support at the ordering level, which is the point before you even get the mobile phone.
I ordered the mobile phone on Tuesday, the wonderful (with bells and whistles) website informed me, that there is next day delivery; I doubted that this is correct, but no problem, I can wait a few days. So the following day, when there was no sign of the phone, I rang the 1800 ordering number, â€œHi I was just wondering what is the status of my phoneâ€ I told the girl on the other end, â€œPlease holdâ€ she said, and put me listening to Sister Scissors, (I like them, so I relax and listen while I wait).
She gets back to me, I canâ€™t see any order, I canâ€™t tell you what happened, I donâ€™t know what to tell you she says, but I will transfer you to customer support, who will be able to help you further, please press option 6 when you are transferred. Ok says I, a little annoyed at the prospect of waiting in a call centre queue. Then I press option 6 â€œinvalid option, please try againâ€ Iâ€™m told by robo girl.
Eventually customer support came on, and tells me that they can see the order, but there may be a problem, but she canâ€™t tell me, I need to be transferred to the sales department. And off I go again, to the sales department, â€œItâ€™s been orderedâ€ Iâ€™m told by an upbeat voice, â€œwhatâ€™s the problemâ€. Thereâ€™s no problem I say, just making sure the order went through ok, the site tells me next day delivery, it takes 2-4 days he says, your site says next day delivery I sayâ€¦. No answer, itâ€™s been ordered and I will have it soon. Iâ€™m happy with this so I hang up.
The next day arrives, I no longer trust these guys, so I ring again, and yet again, I am transferred to three different people, eventually the sales guy (who was very helpful and honest, by the way) said there seems to be a problem with the order and he will call me back. I told him, I would prefer to cancel the order and maybe buy the item in the high street. He promises he will call me back, and I believe him, so Iâ€™m still waiting.
Three Mobile :Update 15.33
I called three (again twice) because the nice chap I spoke to previously, could not be bothered to call me back, the girl who answered told me sorry Sir your order has been declined. I said what do you mean declined? Iâ€™ll put you through to credit control, she says with almost cat like reaction (in other words â€“ your no longer my problem). Some guy answered, you should not be put through here he said, you only ordered a top up phone, my credit card is fine (I have a nice high limit on this anyway â€“ so I know its not the problem).
Itâ€™s just that three.ie seems to not want my custom, itâ€™s just a top up phone, with an average spend of 150euro a month potential for the company. But they kindly told me the money taken off my credit card will be refunded as soon as possible, hello! If you can take money out of the card then why not just send the phone? So then I got a little mad (and red faced), rang back the â€˜companyâ€™ and they assured me I will not be billed.
So itâ€™s decided, three donâ€™t care, so I refuse to go to the shops and buy the phone. I will take my custom else where. I was a â€˜premium spend customerâ€™ with Vodafone a few years ago when I used to have very high bills, but moved to top up, so it looks like they will be getting my custom once again.
Any wonder why I hate call centres, and now Three Mobile.