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    3 had supplied faulty hand set and not willing to refund........

    please help me i have recently upgraded my contract with them and on 16 of this month i received hadset and sim. since then i have tried every thing but i cant use this set i called them many times. they told me to different things which i did but no luck. today i phoned them and asked for cancelation but they told me that since i have personalized my hand set they can not take it back.

    28 Comments

    Banned

    personalised how

    and whats wrong with the handset

    what have you done to it?

    If it's faulty they have to change it

    Original Poster

    i made 3 phone calls from that set to check if it is working or not

    Original Poster

    i even did not change date and time of that hand set

    Banned

    raa;5838112

    i made 3 phone calls from that set to check if it is working or not



    hardly personalised

    whats the fault

    Original Poster

    internet does not work

    Banned

    raa;5838134

    internet does not work



    if its faulty - IF - then you should be due an exchange/replacement.

    are you 100% certain its not user error

    what kind of phone is it

    Original Poster

    its nokia e63,

    Wow scary, I was going to order that handset tonight.

    Banned

    never had one so can't help

    but they should exchange it

    Why not go into a 3 store? It might be summat with the handset or summat you're doing wrong or your sim is damaged or...... you get the picture
    3 Customer Service's can be challenging

    Original Poster

    even their technical department tried to correct the problem but they could not do any thing. they send me replacement sim card. which is not working

    hmmm it might be a settings erroer , your phone might have not been set up to brwse the net i had a similar problem with my phone, its a samsung. If it isnt then get onto consumer direct

    Banned

    boydent999;5838193

    Why not go into a 3 store? It might be summat with the handset or summat … Why not go into a 3 store? It might be summat with the handset or summat you're doing wrong or your sim is damaged or...... you get the picture :)3 Customer Service's can be challenging



    +1

    if they cant get it to work in store then harrass them to sort it for you via 3 CS

    Dont bother with their "customer service" team

    go straight to their head office which i believe is in scotland

    Dont email, write to them.

    Bluejam;5838247

    Dont bother with their "customer service" teamgo straight to their head … Dont bother with their "customer service" teamgo straight to their head office which i believe is in scotlandDont email, write to them.

    I did that last year, maybes year before.....and got a call from......India where their CS is based so not sure that's the best approach anymore :-(

    Original Poster

    Bluejam;5838247

    Dont bother with their "customer service" teamgo straight to their head … Dont bother with their "customer service" teamgo straight to their head office which i believe is in scotlandDont email, write to them.



    will do that thanks

    Banned

    Did you debrand the handset??? Top end Nokia handsets usually have a Settings Wizard, look for this on the handset and it should download the settings you need for picture messaging and the internet... If not try the Nokia website, they have a tool on there too which you type in your number select your network and phone and it sends you the settings...

    If all that doesnt work, try a software update using Nokias Software Update utility from their website...

    I would threaten to cancel the new contract unless they help out. You have a 14 day cooling off period on contracts of this sort generally and at least 7 days to return goods....sometimes 14 when sold over the phone or online.
    I'd check my terms and get a little feisty seeing as being patient hasn't worked!

    Original Poster

    monkey_whiskers;5838605

    I would threaten to cancel the new contract unless they help out. You … I would threaten to cancel the new contract unless they help out. You have a 14 day cooling off period on contracts of this sort generally and at least 7 days to return goods....sometimes 14 when sold over the phone or online. I'd check my terms and get a little feisty seeing as being patient hasn't worked!



    i am still within 14 days cooling off period.but they say i have tried to use internet on this phone so i cant return it.

    raa;5839646

    i am still within 14 days cooling off period.but they say i have tried to … i am still within 14 days cooling off period.but they say i have tried to use internet on this phone so i cant return it.



    If you have a 14 day cooling off period and not 7 or 10 - I can't see how attempting to use the internet makes a difference, the phone is used in any capacity and can be reset to factory settings. I would suggest mentioning trading standards, complaining to OFCOM and breaching statutory rights and asking to be put through to be disconnected, maybe retentions team will help you more. Whatever it takes! :thinking:

    Original Poster

    monkey_whiskers;5839992

    If you have a 14 day cooling off period and not 7 or 10 - I can't see how … If you have a 14 day cooling off period and not 7 or 10 - I can't see how attempting to use the internet makes a difference, the phone is used in any capacity and can be reset to factory settings. I would suggest mentioning trading standards, complaining to OFCOM and breaching statutory rights and asking to be put through to be disconnected, maybe retentions team will help you more. Whatever it takes! :thinking:



    some one will call me on monday i will mention all of this, thanks

    Get a letter off recorded delivery to their head office stating you wish to cancel under the terms you have stated.
    Do it now,
    you can change your mind if they do manage to sort it but it sounds like they are playing for time so the deadline to cancel may pass and then it will be too late.

    Banned

    raa;5839646

    but they say i have tried to use internet on this phone so i cant return … but they say i have tried to use internet on this phone so i cant return it.



    irrelevant

    go visit a 3 store for answers

    I have just dug out the paperwork from when i upgraded with 3.
    Now, based on the fact that the phone is this particular case is NOT faulty then:

    "If you have purchased this phone directly from 3's telesales team or via three.co.uk and for some reason you change your mind and wish to make use of this returns policy, you must return the phone within 14 days from the date your phone, SIM pack and welcome letter were delivered to you in an "as new" or "as sold" condition and it must be "unsed"

    This means that you can:
    [LIST]
    [*]Inspect the phone and accessories in the box (but without damaging the box and packaging or damaging the phone and accessories in any way)
    [*] Turn the phone on
    [*] View the display and check the menu and options
    [*] Insert a sim card (although this is not recommended as any services accessed - such as making or receiving voice or video calls, or text, photo or video messages - will mean that we view the phone as used).[/LIST]
    However, you may not:
    [LIST]
    [*]Personalise the phone in any way (eg. set the date and time, alter the menu view or ring tonesm add content of any kind - including contacts etc), or
    [*] Use any of 3's services (eg make or receive voice calls, video calls, send or receive text messages, browse the internet - including pressing the Planet 3 button), or
    [*] Take or store photos, videos, or load data of any kind to the phone (including contacts) etc."[/LIST]Lol, that took some typing
    So, like i say, unless your phone is damaged, you're pretty much kippered cos you put your sim in. That's so bloody unhelpful since some phone you cannot do much without a sim in.......i have used bullet points but not showing up here :-( so i've bolded all text that are the T&C's

    boydent999;5853693

    So, like i say, unless your phone is damaged, you're pretty much kippered … So, like i say, unless your phone is damaged, you're pretty much kippered cos you put your sim in. That's so bloody unhelpful since some phone you cannot do much without a sim in.......i have used bullet points but not showing up here :-( so i've bolded all text that are the T&C's



    Do their T's&C's make the selling rules void(Sale of goods act/Distance selling regulations(If it was indeed sold online))?

    thesaint;5853721

    Do their T's&C's make the selling rules void(Sale of goods act/Distance … Do their T's&C's make the selling rules void(Sale of goods act/Distance selling regulations(If it was indeed sold online))?

    Not getting involved in that debate. Just typed up what their little card said in my upgrade box.
    Was trying to help out, not start one a discussion about it
    I will add mind, at the bottom of the card, does say, This does not affect your statutory rights.......
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