I’m very glad to report that 3′s (Hutchinson 3G’s) Customer Service is finally improving.
I’ve had to speak with various people at 3 today because my local 3G mast has become unavailable, leaving me with very little coverage. The only way I can currently get coverage is by using Orange’s backup 2G network.
I spoke to 3 today and told them about the issue. To be truthful, I spoke to a technician online first (as 3 provides online chat as well as free telephone customer support), but he was very helpful and quickly reported the issue for investigation.
I then got a text from 3 this afternoon saying that they’d tried to call me back but I wasn’t available. I was glad to hear they had tried (how many times has a company promised you a call back, but not bothered?), but as I was out at that time I couldn’t take the call. In the text they provided me with an 0845 number to call them back with, and despite having to wait a little while for an advisor, I did get through to a very helpful man.
He told me that the problem would be investigated and gave me some instructions to make sure my 3G connectivity was available as soon as possible. He was very apologetic and promised me the problem would be solved within 21 days.
After lots of discussion, the man finally said that 3 may call me in the next few weeks to check the 3G coverage is available again. I was fine with this and the man I spoke to was very thankful for my co-operation.
In the end, I was also promised a little compensation for the lack of service. I didn’t ask for it – it was simply offered to me, so I willingly accepted it. This means I will receive a free top-up to the value of £10 (so I am told). I haven’t received the compensation yet, but I have been promised it within the next 24 hours so hopefully I shall get it soon.
In conclusion, I am very happy with the service I received today. There are countless reports of poor customer service, but if you have a little patience and don’t loose your temper, the customer service is really efficient and helpful.