This is one of the main reasons that prompted me to setup this page as "3's" current level of service is simply unacceptable and they need to know that!
The staff who take calls from the support number "3 Care" on 133320 don't appear to know
much about the network. On several occasions I felt that I was talking to a brick wall, at other times the support person would tell
me something totally irrelevant to my query. The most annoying though is that they'll ask you for the details of the problem and
tell you that someone will call you back. When someone eventually calls back they ask you to explain the problem in detail again. I
must say though that the second tier support do appear to know a bit of what's happening but still they don't appear to know much.
(please drop me a line at comments@3GinOz.com if you want to share some of your experiences with "3" Customer Service. Click here for comments submitted by other users of the network)
Here are some of the issues I've had with Customer service:
Calling inquiring about certain features about the phone indicated in the manual (for example, the product manual mentions that one can make a video call to a PC with Webcam). The support staff didn't have a clue and promised to call back. They never did.
Logged a call informing support that I suffered dropouts at a particular location. When they eventually call me back, the 2nd tier support person tells me that the coverage in the area you live in is strong. The location I reported was on the other side of the city!!
Logged a call regarding continuos call drop outs on a particular freeway and also reported having problems setting up the connection with a PC. When a tier 2 support person calls (a week later), they ask me to detail the drop out problem again (despite explaining it already) as if it is the only thing on my mind!. To my frustration, I find out that they don't have a record of the problem I have with PC connectivity and the tier 2 support person wanted to transfer me back to 1st level support to log the problem again. I told him that he must be kidding and requested that I talk to someone who knows a bit about the connectivity side. After managing to convince him, he put me through to a "3" data support person who took the details and promised to call back. 2 weeks later I get a call from a "3" data person telling me that I cannot download ringtunes from the phone to the PC. When I tell him that I am also having trouble uploading ringtunes to the phone, the phone drops out and the support persons doesn't bother calling back. Eventually I managed to upload ringtunes after re-installing the drivers!
Wanted to send personal
photos via email to the handset and store on the phone. A feature that is supposed to work. After numerous phone calls and emails
with tier 2 staff, they confirmed to me that the phone cannot download attachments on emails that are larger than around 11Kbytes
but they are working on it. They also told me that this problem doesn't seem to be occurring in the UK (where they run a similar
network with the same handsets).
A few days later, I get a call from a support person who asked me if he can close the call, and I said, no way, the problem isn't fixed! and he agreed
A few days later, I get a call from another support person telling me that they are working on this problem and have handed it to the guys in the UK. I told him that if this doesn't happen in the UK, shouldn't it be troubleshooted in the country where it ISN'T working ? Still no resolution.
Logged a problem where I've received (or made) calls where I can hear the other party but the other party couldn't hear me. Was told someone would call me. Still unresolved but I haven't experienced the problem for a while.
Received a call from a customer service person asking me about the service and I basically told him how frustrated I was. He indicated that someone would call to address my problems. Someone did call afterwards but only address one issue that I've raised and that was to confirm to me that the area that I experienced drop outs was indeed a weak signal area!.
It took them over 2 months to supply me with the promised extended life battery. That was after at least 4 calls and it only appeared to happen when a supervisor was listening in on the call I was making that someone took some action.
Interestingly, I found a site in the UK that complains about the Customer service offered by "3" in the UK too.
Checkout "Ex-staff blast 3 service" Article from the Australian on the 9th of December
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