If, like most of their users, you would rather gouge your own eyes out than have to deal with 3 mobile’s customer services in Mumbai, help is at hand. Three Customer Services are renowned throughout the UK for having some of the worst customer care in the industry. Hell – the worst!
We can now reveal the contact details of their grandly entitled ‘Executive Office’ somewhere in Scotland. You may not be able to understand their English any better but at least they won’t be reading everything they say to you off a computer screen.
In particular, Thomas Kerrigan and Lynsey Petchey have been particularly helpful.
Direct phone number for 3 (Three) Executive Office: 08707 330 295
3 (Three Mobile) Executive Office
Hutchinson 3G UK Ltd
123 St Vincent Street
Glasgow
G2 5EA
email: executive.office@three.co.uk
Good luck!
This is the email i’ve just sent to the executive office.
Afternoon
After 2-3 long years and much deliberation, despite all 3 has put me through I still decided to continue and upgrade my contract. To my surprise 3 has done it once again, sent me a faulty phone, twice this time. I feel as though 3 do not value existing customers and I am strongly considering to move to t-mobile. Let me tell you of all I have been put through with 3.
Firstly I have 2 different contracts with 3 and one of them just finished the longest one I have. So once I upgraded my contract last year I received a faulty phone and had to send it in for repairs, considering it was a new phone this should not have happened but I was adamant to give 3 a chance before I told them I no longer want them any longer.
Secondly I have now just upgraded to a 24 month contract and absolutely despise 3, I upgraded last week and received a Sony Ericsson Xperia X10 mini pro and after a day I realised that the phone was in fact faulty and I was unable to send text messages and I reported this, after about an hour on the phone with your customer services line I decided I no longer wanted the phone because to be frank, it sucked and I did not see the point in exchanging it for the same phone only to get the same problem once again.
Thirdly my ‘brand new’ Sony Ericsson Xperia X10 came yesterday as an exchange and I realised that the phone, this is after I took it out of the box and charged it, It decided to switch itself off 10 times in total. I basically gave up until my fiance told me that since its a new phone that could be the reason so he left it charging. This morning I took the phone with me and it was fine I thought it had was just a glitch of a new phone, BUT, once I got the train to work the phone started acting up again and switched itself off another 10 times and restarted itself. I had to be on hand in case work or anything important called me, this is just unacceptable and I am passed caring about 3 since YOU clearly have no care in the world for your valuable customers.
Finally, I am leaving 3. Something MUST be done about this ASAP! because I have a ‘new phone’ that doesn’t work and I am not willing to speak to your call centre based in India because quiet frankly they just want to suck you into a 24 month deal you can’t get out of and send you faulty phones constantly, and i do not understand a word they say. They just want to suck you dry.
Regards.
******
Day 9 of atrocious service less than one month after a supposed ‘upgrade’. Yet to receive an explanation, news of any developments or an apology from customer services or the Executive Office.
Kevin Russell, CEO of Hutchison 3g says that if 3 don’t get lower frequencies as the other networks do, then 3 will quit the UK market.
For the benefit of the British public, I hope they don’t and if this is the case and they do indeed quit the country then 3 News will happily drive them to the airport to speed up the process
Which Magazine recently named 3 as having the worst customer service of all the UK networks. 3 ranked 69th out of 75 across all industries.
02 were clear winners.
Mobile broadband customers with 3 can expect to witness dramatic drops in service during 2011 as the effects of 3′s new unlimited downloads package for smartphone users begins to kick-in.
3 are the most criticised network in the UK due to poor service, legendary poor customer support, wilfully negligent oversubscription, systematic failure to improve since the inception of this service and now this.
Therefore 3 News strongly recommends that if you have previously never had any dealings with this company, then keep it that way.
3 News – telling it how it is.
Many existing customers have been throttled back to 3g for the whole of Xmas so that new customers can be boosted to best speeds to minimise cancellations. This is standard 3 policy and the regulator chooses not to act.
Disgraceful.
3, while you keep taking liberties, I’ll keep on posting it all over the internet.
Sort it out or be exposed. Your choice.
Any more crap from those cowboys at 3 and I will join Facebook just to create an anti 3 group.
It’s all legal and above aboard, just so long as it’s all subjective and based on experiences rather than libel.
If 3 don’t like it they can take a running jump…. or stop treating customers like dirt.
I think I am well known to 3. I have told them many a time in no uncertain terms that the poorer the service is and that includes billing, customer services as well as speeds, the more I proactively spread negativity about them. I have no qualms about telling them I will create a Facebook group. I don’t like 3, I don’t like the way they do business and they know I don’t.
Anyone tempted to contact Ofcom, Watchdog, OFT, Trading Standards etc, please do it. Please also flood the internet as best you can with warnings and bad news stories about 3. Please do all you can to spread the word.
And if you feel serious enough about this, then boycott Superdrug and The Perfume Shop. These are owned by Hutchison, the same parent company as 3.
Spread the word, people. Tell as many people as you can online and offline just how bad 3 are!
I totally agree with the point made in the article about customer services. They are an absolute nightmare to deal with and should come with a health warning! Dealing with them is not only very difficult but stressful too.
I took out a contract in August and like many others I experienced a decent service at first which then fell apart. I know that 3 put you on a boosted service to begin with and so do 3 know it but they will never admit to it. It’s happened too many times to too many customers for it to be coincidental. It’s so you won’t want to cancel and then when that time passes and you’re firmly locked into your contract, service switches to ‘normal’ which in the case of 3 typically means slow, throttled very hard, erratic and generally very unreliable. Another thing which isn’t coincidental is that a strong complaint or threats of Watchdog, Ofcom and the like again result in a boosted service but only for a short time. I know it, 3 know it and 3 know that I know, but still won’t admit it.
I have only paid one month of my contract, the first month. Ever since then I have been getting credits but because of a seriously poor lack of communication at 3, I have constantly had billing issues. Bills appear which shouldn’t and then I am cut off. The first time this happened it took 7 calls to customer services and 2 hours to resolve. Customer services had previously given me a credit but never made a note of it or informed the billing department. The exact same thing happened the following month. This took 5 calls and a similar amount of stress before it was resolved, again due to lack of communication. Then I spoke to Chris at the EO about service problems. He gave me 2 months credit until January 2011 and also told me that 2 congested masts locally would be upgraded. The upgrades have taken place now. Service is still poor. Anyway, I have had a text saying my bill is now overdue. It’s the same thing again for the third time.
What is it with these people?
3 are undoubtedly the worst and most difficult company to deal with that I have ever experienced. I’m in my 40s by the way.
I’ve sent an email to 3 EO but don’t hold out much hope of them resolving it today and I wouldn’t mind betting that it’s cut off over the weekend. 3 do their cutting off over weekends – when EO is closed!
For the love of God, if you have never used 3 before, please keep it that way. This company is unbelievably inept, arrogant and nothing short of disgraceful.
I am having the worst customer experience I have ever had with this company. I run my own business, a new startup, and have taken out a 40 pound per month contract. Six weeks in and the blackberry is just a white screen – no fault of mine. Took it back to store in manchester, directed me to the Trafford Ctr, neither wanted to know, 3 hrs lost. To my amazement all they do in these circumstances is repair your phone or in my case agree to send a refurbished one a few days later – not great but there you go. My wife who works in the business waited in all day to accept the new phone and give old (newer!) one back but no show. They then tell me it will be ‘about 48 hours’ and offer a fiver then tenner as a goodwill gesture – this after and hour and half on the phone and the delivery having been specifically confirmed yesterday. I’ll try the Executive Office tomorrow and see how I get on with one of the helpful people this thread mentions – good job!
I think three are robbing idiots. I apid £150 deposit to get a phone, then after paying, told they couldnt send it as there is an issue verifying my identity. Why not verify my identity prior to taking my money. I have been 15 days waiting for the refund to my card. Still not there. Called them today and got told if it aint there by monday to send a copy of my bank statement proving so. I asked why i should have to undergo more expense to get my money back when they shouldnt have taken it in the first place.
Have emailed the head office.
I’ve had problems liaising with the shambles they call customer services in Mumbai and totally lost patience. I wrote to Glasgow and heard nothing back, so I emailed the executive office and the following day I got an emailed response from Keri King to say they will investigate and get back to me within 5 working days…….thats been and gone and still not a word….arrrggghhh
Stupidly I was going to upgrade with these idiots on 2 contracts but they messed that up by sending the phones to the wrong address. They then cancelled these upgrades but are still billing me the inflated monthly contract price on both. Enough is enough, they can’t be bothered to deal with it then i can’t be bothered to pay & have cancelled my direct debits. I’m sure they will be in touch pretty sharpish now.
Dear fellow poor users of 3,
Unaware of their customer service I stupidly, and regretfuly took out a contract with this amateur firm back in March. I bought the contract from a 3 store in South Wales and given a new Sim Card. Making it easier for people to get in touch I kept my old number and wanted it taken over to 3. It is now August and I have a letter claiming 20 pounds from a debt collection service for money I owe. The joke is that are charging me 5 pounds a month for an add on of 1000 texts for the sim card I had with the phone. However, the sim card is still in its original packing!!! When I phoned through to customer service I got through to the back of beyond in Mumbai speaking to someone who barely speak English and kept telling me the problem. I spent over 2 hours on the phone being transferred from department to department wanting to cancel this sim that I had never used. I am forwarding an email to several consumer groups including watchdog and Office of Fair Trading. I am also considering setting up a facebook account for people with a similar problem, however could I get sued for this?
Hi there ,
Im having major problems with this stupid company . I just called the number above apparently the numbers changed its now 0843 373 3330.
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I contacted the Executive office due to ongoing issues with my 3 Mobile Broadband. I have been unable to access the service for the past month due to “essential mast upgrades” in my area.
I spoke to Scott Stubbs (herein known as My Hero) this morning, having only sent an e-mail to the EO yesterday afternoon. He confirmed that the issue with the local mast would be ongoing until July and that he would happily cancel my contract and waive the outstanding balance.
I’m now waiting on my recorded delivery return pack so that I can pop the dongle in the post
I have two mobile phones with 3, which suffered inflated bills due to my lack of mobile broadband – he has credited these accounts with £20 each to cover the damages and although I am now 3 Free in one respect, I will be keeping my mobiles and sticking around. My Hero really knows how to treat customers!
I’d advise anyone who is struggling with their 3 Service, to ask for Scott Stubbs at the 3EO – that man is legendary
Donna, that’s great that you finally got it sorted. It does sound like Mr Scott Stubbs has that rarest of commodities at 3 – a bit of common sense. Anyway, I’m so glad that you’re now free – congratulations!
Ok – one last update for you.
I got a response from a Mr Scott Stubbs on Friday afternoon asking me to call and discuss this issue, but I didn’t get the e-mail until late, so called him this morning. He confirmed that seeing as this had been dragged on for months, he would cancel the contract and waive the outstanding balance.
I have since received a mail from him confirming this and he will be sending this in letter form also.
Very, very nice man. So pleased to be rid of that burden.
Good luck Donna. I understand how frustrating and overwhelming it can feel dealing with these neanderthals.
Just a quick update – The mail I sent to Kevin Russell (CEO, Three) has come back with a response from the Executive Office, stating they are looking into my query and will get back to me within 4 days. This is from a person by the name of Keri King, who is an ‘Executive Office Administrator’ and has also given me a number to call in the interim period should I need to raise any more issues.
Fingers crossed . . .
I’ve just tried to send both Kevin Russell and the executive office e-mail address at the top of this page; I don’t want to phone them as i’m too scared to. I’ve been going through hell with Three for the last year trying to get my mobile broadband contract cancelled as I don’t get any coverage where I live. They cancelled my husbands contract, simple as. But mine is another matter. For some reason, they say they’re going to cancel it, but keep sending me bills which have now been passed on to a Debt Collection Agency, BPO in Glasgow. Even after I made a ‘goodwill payment’ when asked which they said would be refunded to me as soon as the account was cancelled.
I dont even answer my phone anymore and have been to my Dr regarding depression issues. I can’t take much more.
well i think that offcom should invesigate this micky mouse tin pot company who carnt even afford a customer service department.
paying muppets who read from a script and get paid in smarties.
everytime im rowwing with them what with all the clapping and cheering in the back ground.
it must be when they a customer say thank you and they all pat each other on the back as its rare as rocking horse s***
sick and tired of being fobbed off by these rude people. If it cost me £30 a month more to go else where it would be £30 well spent. Boycott this amatuer outfit they are only good at being bad
Thomas Kerrigan phoned us and the whole sorry mess was sorted out, Shame the rest of the clowns can’t conduct themselves as
professionally as he does. I am now 3 free and have got my life back. No depression when the phone rings because it might be 3 YIPPEEE
i found this site whilst i was still havening problems (which i mentioned in the post that the admin so helpfully deleted), having had them resolved, i figured the best people to tell would be the people still having issues.
I now accept that this thread is more of a place for a moan than an attempt at an actual resolution to its readers probems, and as such, i wont waste my time further.
Why did you bother searching out this site to say that you once had a positive experience with Three customer services? It just doesn’t ring true – DUDE!
My names Charlotte Keenan, I work in starbucks part time and am an art and design student at inverness college.
I have no affiliation with 3 apart from a mobile phone account and a closed mobile broadband account, for which i paid them. To date, I have never received anything by means of “payment” from 3 and nor do i expect to.
Is that ok, dude?
‘VoiceOfReason’ – what is your real name and what is your association with 3 mobile? Can you honestly say that they are not paying you to try and spread some positive feedback about this company that has absolutely no clue about the meaning of ‘customer service’??? Are you a ‘social media’ “expert”? Who do you work for? Come on dude – spill the beans!
I have followed the correct process it makes no difference you still end up dealing with the inhabitants of la la land
For example i had a phone call recently and i was told “I have your letter in my hand as we speak. That you have sent the phones back to us and they were registered and delivered at 7.30 am on dec 6 2009. I am sure we can sort the issues out for you sir, if you will just send the phones back to us.”
I put the phone down and quietly wept.
Only way to deal with these clowns is through the Regulator
I was a man of reason now I dribble in the corner,Because i got involved with 3
to give all of the people who have lost hope in getting things resolved, an idea about how to go about getting their issues fixed. it can be done, if you do it right.
I had issues, i followed the correct processes, they were fixed.
How much are they paying you to leave positive feedback? Why else would you bother – I mean really!
I see that positive comments regarding this company are not allowed on this forum as mines have been deleted!
Especially considering my post did give information on how disgruntled customers can go about obtaining a speedy and amical resolution to their issues.
Way to help your readers guys!
Hi i was going to go in to one about 3 and the crap service
started to write and just lost the will to live
just got off the phone from the regulator about 3 and trading standards i know have to write another letter to their executive office and no doubt that will be ignored like all the other letters
My advice to anybody is find a reputable mobile phone contractor. 3 is a coeporate PIG and I say that in the best possible terms. thet harrass you for moner and blatantluy lie to you and thay brake the Data Prorection Avt a law passed in the Uk and theb deny it. Im in the process of taking 3 to a small claimd court for mis-leadimg me and harrassment. god goog whats thew world come to when you have to take such drastic measures. They should be banned from trading
It’s a shame I can’t say more! I don’t want to be hit with a law suit!
Good insight – from the inside. Negative feedback about 3 is always welcome on this blog!
If you think thats bad, my wife works in the Glasgow call centre!
Lets put it this way,if they were in a bakery, they still couldn’t organise a bun fight. It’s more akin to a western that place, full of cowboys!
There poor service is also a reflection on how they treat some of their staff!
The best thing to do, is leave them once your contract has expired. Lets be honest, they’re not even the cheapest no more!
Hi Intrakota,
Thanks you for the information . Can you please let me know their number where they responded
I contacted the Executive Office and had excellent service from Mr Scott Stubbs, he investigated my complaints thoroughly and reported back to me within a week with all the necessary information required, furthermore everything that he promised would happen – did happen.
I would reccommend anyone with anything other than a trivial problem to contact them sooner rather than later.
I passed on the contact details to a friends father who was having problems with his mobile broadband, again he reported a most satisfactory outcome from this Glasgow based office.
Cool looking website, might I ask you what template you are using and how much it costs? I have been using free ones but cannot find one that I really like.
Rude, uncooperative, useless, obnoxious = Three’s customer service ethic.
Thats why I’m migrating to another service provider and demanding a letter from the Executive Office stating that I will not be charged for early cancellation.
3′s coverage is awful. I have had a discount applied to my account last spring after months of coverage issues.
The final straw came when I missed three text messages and a call yesterday telling me my 6 year old son was ill. As I am based on a large city centre hospital site the school and my wife had no fixed number to call me on.
As soon as I entered an area where the coverage was better my phone started honking at me as the messages were delivered. This was two and a half hours AFTER they needed to speak to me. Thankfully, my lad has a case of winter vomiting virus and although upsetting for my lad and distressing for my wife it was nothing serious.
This is what happens when mobile phone companies claim they provide a service which they do not.
Have you ever tried escalating a call through the ‘proper channels’ at 3?? It’s almost impossible!
@ TrevorA – Why were you trying to call them if you’re not a customer? No wonder they hung up on you!
They told me that they’re changing their 0870 number to an 0845 number in the near future so that’s pretty good news, although they still wont deal with you on this number unless it’s been escalated to them properly.
For those who refuse to pay for the 0870 call charges; courtesy of http://www.saynoto0870.com.
0870 733 0295 => 01628 765000
Well, I’ve finally managed to get off my 3 contract. I’ve moved onto 02 and, thank the lord, I’m starting to experience what half-decent phone coverage is. 3 actually offered me £200 just to stay with them for another 12 months. But, you know what? It’s just not worth the it!
I must admit i never thought i would say this, but they are actually worse than the overseas call center, i had more done there than the exec office. I had to keep phoning and phoning as the person i had been assigned appeared to be more difficult to talk to than the Queen. Eventually she did phone, like i was told lots of times that she would, and she was absolutely useless and didn’t help at all! I guess i have to continue being another unhappy 3 user for the rest of my 18 month contract.
Anyway we can tell the whole country to boycot Three for their S**ty customer service? bloody annoying. for years they have not improved anything. do we all stay with them for the cheap package?
I’m just in the process of firing off an email to their ‘Executive Office’ after a very rude and surly receptionist told me the reference number I had been given just last week by one of her colleagues and that I’d read back to him to check was wrong and, no, she wouldn’t put me through but she did slam the phone down on me – four or five times.
Unbelievably rude response from this number. Hung up on me within 90 seconds.
Seems like they get a lot of calls trying to bypass customer services.
I WOULD NEVER BECOME A THREE CUSTOMER following that.
This is the only way to get your problem sorted.