Does 3 ever deal with customer complaints
so i was trying to get set up on 3 broadband and suffered extremely poor customer service at one of 3s shops. when i rang 3 while the operator sympathised with the issue I had he couldnt deal with my complaint as i needed to submit it in writing which i did nearly a week ago - do 3 care about customer issues.
@JDA Hi there, I'd like to answer this for you - response times are a bit longer than normal at the moment but I can assure you that if you sent your details through in writing that you will receive a reply from the relevant team. Tell me, did you email or send a letter in the post?
@Three_LaurThanks for your reply, a week ago i spoke with an operator and subsequently submitted on the online customer support portal and have yet to receive a response. i tried emailing originally but the email address the customer care operative gave me was no longer monitored. It's very frustrating as I explained to your colleague I required broadband as a matter or urgency
@JDA Hi there, the minimum wait time for a response from our complaints department is 3 days. Have you received anything today? You mentioned that you tried to set up broadband in one of our stores. Was this a new account? Do you have the router at home? If you have the router at home, can you tell me what difficulties you're having?
@Three_Deborah I received a response 40 mins before receiving this msg,
thats 8 days after initially sending my complaint. I will deal with the customer care directly if they respond in an appropriate time frame. On the broadband issue I didn’t even get close to going through my options due what I would call lack of customer service as outlined in my complaint - will revert if further issues.
The email address I was provided with that is no longer active was firstname.lastname@example.org. Would you mind encouraging your complaints dept to revert as nothing back on my reply yesterday and think it’s time to move on given how long I’ve been waiting
@JDA good morning to you. Our complaints team will get back to you as soon as they can. One thing I do know is that it's not a "live" platform. Can you pop into PM and send me your details there? We can go from there 👍