Tip for 3 Mobile repairs - HotUKDeals
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Tip for 3 Mobile repairs

kebl2555 Avatar
9y, 1m agoFound 9 years, 1 month ago
If you have to send your 3 mobile for repair ask for a credit to your account for the time you have without your mobile. It's not much (I got £3 back) but you may as well if you are on the phone to them to arrange the repair anyway.

This is the third repair I have had to send away in under 12 months. Has anyone else had such a bad experience? If so have you managed to get any more money/a better phone/anything at all from three in compensation for the inconvenience? Leave comments below for any success when complaining and we can all see how far three can be pushed in this regard.
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kebl2555 Avatar
9y, 1m agoFound 9 years, 1 month ago
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#1
I have had 3 phones in 3 month with Virgin, the last phone was broke when it arrived, the screen was hanging off, they refused to give me any money off my bill just offered me yet another replacement,

Dont Go With Virgin Mobile the service is very poor!
banned#2
I was without phone for 1 week got £15 out of them but was like getting blood out of stone.
#3
[SIZE=2]3 have the best mobile repair service ive ever seen having used O2 Vodafone and Orange before.[/SIZE]
[SIZE=2][/SIZE]
[SIZE=2]Id suggest to anyone looking that the standard of 3's repair service is a major reason for choosing them over the others.[/SIZE]
[SIZE=2][/SIZE]
[SIZE=2]Their website lets you track exactly whats happening to your mobile while they have it and when its been despatched which in my case was collected one day and back with me the next so no need for claims.[/SIZE]
[SIZE=2][/SIZE]
[SIZE=2]The fault i had was Nokia's fault not 3's[/SIZE]
#4
Jase, you are quite right. However, my niggle is that there have been problems three times in a year. I could understand one problem, but three times to repair - I would be distraught if that happened to a brand new car or something within the first year.

Their repair service is quick. But the limitation three have is that there are many customers who do not have a spare 3G mobile since this is their first 3G contract. This means I can't use my SIM card for over three days (time for repair plus time of problem). This is extremely annoying.

There is no back up with a loan phone unless you have the contract with a three store, not online.

Also, another tip to go with my first suggestion - when sending in a repair write a letter for the phone engineer to read. Last time I'm sure this put my point across much better than the notes added by the call centre. It meant I was given a new phone instead of an attempt to repair the old one. Admittedly this hasn't helped me now with my current problems arising.

jase.2
[SIZE=2]3 have the best mobile repair service ive ever seen having used O2 Vodafone and Orange before.[/SIZE]
[SIZE=2][/SIZE]
[SIZE=2]Id suggest to anyone looking that the standard of 3's repair service is a major reason for choosing them over the others.[/SIZE]
[SIZE=2][/SIZE]
[SIZE=2]Their website lets you track exactly whats happening to your mobile while they have it and when its been despatched which in my case was collected one day and back with me the next so no need for claims.[/SIZE]
[SIZE=2][/SIZE]
[SIZE=2]The fault i had was Nokia's fault not 3's[/SIZE]
#5
i used to be with 3 a while back they were the only ones that had to phone i wanted i got the 12months for £15 which was good value for money
but nearly every time i tried to use the phone i got a not connection message flash up,
i called them said it was the phone they agreed sent it back it came back in a couple of days they said it was fixed the same thing kept happening so in the end i gave up and got another contract with o2.
when i called 3 to end the contract i was given end date and everything was fine then 3 months later i get a bill for 4 months line rental i called them up and was shocked when they told me i hadnt ended my contract, after some arguing they found the notes about my previous call but then told me i had called them 2 days to early even though i had paid for this 2 days and one month to take it to the correct billing date it took ages to sort out.
i was threatened with courts and everything

i would never go back to 3 again even if they do offer the best service in the world there customer call center is full of very rude unhelpful people.
#6
My daughter has a 3 phone [Motorola RAZR 2]. It broke [well to be precise, it stopped storing texts and would only allow a single one line text to be held in memory, preventing any more from being recieved or sent].

Talked to the dreaded call-centre in India. They told me to take it to the nearest repairer. 30 minute car-journey, found the repairer hadn't been repairing phones for over a year. gave the call-centre the benefit of the doubt and arranged a postal bag to be sent for the phone. After two weeks, phoned again and re-arranged another bag to be sent, as the first was a no-show.

Bag arrived, with instructions to put phone, battery and charger into bag, then post for repair. Did it, waited a week, phone came back. No battery.

Phoned call-centre, who put me through to repair centre. "Dreadfully sorry, we will send you a battery".

A week later, called call-centre. "Where is battery?"
"Battery out of warranty, so we have retained it. We do not repair out of warranty equipment"
"Battery wasn't broken. It's mine. Give it back or buy me a new one":x
"We will give you £10 toward a new one"
"New one costs £20":x
"We will only send you £10"
"Okay. I will cancel my 3 contract":x
"We will charge you a penalty payment"
"Oh no you won't. You are in breach of contract by not returning my battery and thus rendering my phone useless":x

Two layers of management later...

"We will send you a battery..."

Two weeks later, battery arrives... Whoopee, put battery in phone and..

THEY HADN'T FIXED THE ORIGINAL FAULT!!!:x

By this time, a 3 shop had opened down the road. Took phone there, they gave me a replacement phone, 1 week later they told me that as the lens cover on the phone was broken, they would charge £28 for a replacement lens cover. I reluctantly paid the dosh and... they gave me a brand new phone.

The call-centre really sucks, but the 3 shops are quite helpful. threatening them with cancellation REALLY gets their attention. They still suck, but at least they do something.
#7
3 support seems to be good, VERY!!!
My girlfriends phone was playing up, so she called and they sent out a Special delivery postage paid bag, we dropped it in the mail last week and it was back the day after it had arrived at them, so technically they have a 1 day turn around with the phone!!!
Couldn't believe it was fixed so fast.

Mike..
#8
Ok thanks to everyone for their comments - does anyone have any more examples of when they have been given compensation etc by 3?
#9
MikeBeaver
3 support seems to be good, VERY!!!
My girlfriends phone was playing up, so she called and they sent out a Special delivery postage paid bag, we dropped it in the mail last week and it was back the day after it had arrived at them, so technically they have a 1 day turn around with the phone!!!
Couldn't believe it was fixed so fast.

Mike..


Orange do this too. My GF broke her phone at 6pm, a new one arrived at 8am. 14 hours isn't bad AND lived in Ireland at the time ;) Didn't have to post a thing - the courier took the broken phone and made sure the new one worked with the old SIM. Done.
#10
don't forget. Nokias all have a 2 year guarantee. so if you have a problem you can take it to your local nokia repair centre and they may fix it there and then. This is what happened to my bro last week. He didn't even know they had a warranty scheme, and nor did i. This means even if you buy a nokia from ebay and it breaks or isn't working properly, it's worth checking if it's still under the 2 year warranty.
#11
tdogg
don't forget. Nokias all have a 2 year guarantee. so if you have a problem you can take it to your local nokia repair centre and they may fix it there and then. This is what happened to my bro last week. He didn't even know they had a warranty scheme, and nor did i. This means even if you buy a nokia from ebay and it breaks or isn't working properly, it's worth checking if it's still under the 2 year warranty.

dont you have to have a receipt?

i know you have to have one for sony ericssons
#12
thesilverfox
Orange do this too. My GF broke her phone at 6pm, a new one arrived at 8am. 14 hours isn't bad .


That reminds me when Orange started they offered 2hr replacements, when mine broke I timed them, the replacement arrived 78 minutes from my call. I was impressed and wrote and told them. A few days later I had a call from their marketing dept asking if they could use my "quotes" in advertising. I said yes as long as they didn't use my name. Imagine how I felt a week later when they sent me a MASSIVE poster with MY name splattered over it (unusual surname) which they placed all over london, where I worked for VODAFONE !!!!!! I was not very impressed, but did not want to tell them I worked for Voda, as I thought they might do another poster !!!
#13
That's hilarious. So p-e-t-e, which operator is better; orange or vodafone?
#14
I took two lines from 3G in Apr'06 and ended in Apr'07. Both phones did not get signals from Jul'06 in Hounslow area. On complainng to 3G, they repaired the phones 4 times each, replaced the handsets. The replaced handsets were simply rubbish. I could not use the phones from Jan'07 to Apr 07 at all.When I asked for refund of my line rental, 3G said as per contract they will not pay for not having signals in the area. Finally, I fed up with 3G services and closed my accounts with 3G.

With this kind of experience, I can say 3G phones and services are rubbish and do not recommend anybody to take the services from 3G.
#15
jase.2
[SIZE=2]3 have the best mobile repair service ive ever seen having used O2 Vodafone and Orange before.[/SIZE]
[SIZE=2][/SIZE]
[SIZE=2]Id suggest to anyone looking that the standard of 3's repair service is a major reason for choosing them over the others.[/SIZE]
[SIZE=2][/SIZE]
[SIZE=2]Their website lets you track exactly whats happening to your mobile while they have it and when its been despatched which in my case was collected one day and back with me the next so no need for claims.[/SIZE]
[SIZE=2][/SIZE]
[SIZE=2]The fault i had was Nokia's fault not 3's[/SIZE]


but there reception is rubbish and there customer service is rubbish

i think they are rubbish :x
#16
my motorola handset stopped working properly 14 months into an 18 month contract with 3.
would they repair it?
no chance, the manufacturers warranty is only for 12 months.
Try telling a call centre worker about the sale of goods act covering the goods being fit for purpose, i.e. a handset should work for 18 months on an 18 month contract.

I phoned them and took up at least 30 minutes of a supervisors time every night for a week then cancelled my direct debit with the bank.

they wrote to me regarding the outstanding amount on my contract. My response? The same as their customer services. I refused to acknowlwdge their claim

never miss an opportunity to let everyone considering a 3 contract know about their appalling service.

henry :p
#17
My phone broke due to my own fault, screen broke half of screen covered in black staff, any suggestions to try and get a replacement or something, nokia 6288.
#18
if you ring up and tell them that you have damaged your phone they'll offer you a refurbished one for £50. as of today the handsets they have are mostly lg with 2 sony Ericsson's which are the k608i and k610i. think they change the handsets every 2-3 weeks though
#19
kebl2555
Their repair service is quick. But the limitation three have is that there are many customers who do not have a spare 3G mobile since this is their first 3G contract. This means I can't use my SIM card for over three days (time for repair plus time of problem). This is extremely annoying.


Is this definately true?
I had trouble with O2 and hey sent me a "3G" simcard to use in my normal phone to count that out as an issue.

i'm thinking of going to 3G myself but this spare phone thing is off putting..

Cheers
#20
hairychad
Is this definately true?
I had trouble with O2 and hey sent me a "3G" simcard to use in my normal phone to count that out as an issue.

i'm thinking of going to 3G myself but this spare phone thing is off putting..

Cheers


I believe so. Apparently a 3G SIM can damage normal phones so I have never tried it in a non-3G one. If I could choose again I would not have bothered with a 3 contract. Whilst there is no doubt it is good value, I have found the quality of handsets and the inflexible customer service to be extremely poor. In short, if you experience no problem with your phone then 3 is a great deal, but as soon as there is a problem then it can potentially be a nightmare. It is up to you whether to take that risk.

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