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Not happy Jan!

Not happy with Three at the moment.

I signed up with Three with my mobile phone in July last year, and got a new phone with the deal, a Sony Ericsson z800i.

I've had issues with the phone since before January this year, where the phone would completely lose connection with the Three network, but would still show full signal. When it did this the phone would be completely useless as I could not make or receive calls or messages, and I would have to power cycle the phone before it would work (and all the messages I had been sent in the meantime would all arrive at once).

This was really annoying as I had missed some very important phone calls, and it was only through luck that I managed to notice it was playing up at the time.

I've been ringing Three Customer Care periodically about this problem. The issue was that I couldn't ring Three on my mobile if it was playing up, and I didn't see much sense in ringing Three about the fault if it wasn't playing up, so as a result I only rang Three about the problem whenever I noticed I had a problem at work and could use the work phone to ring, and I had the time. This ended up being about one call a month or so, out of the many times it played up.

Every time I rang them I had to explain it to the person at the other end again, and then once they understood what I was on about, they would go through the next step in the trouble-shooting procedures. So, I would do whatever it was they told me to do, reset the phone and then wait until it happened again and I was in a position to call them. One of the things they kept on saying what that where i live is right on the edge of a Three zone, which means that it would be constantly picking up the Three network, and loosing it and going back to the roaming network (Telstra), and they seemed to think that this was the problem. I didn't believe them as I had this happen while I was in Melbourne city, which is unlikely to be right on the edge of a Three zone.

I spoke with them at the end of June and they finally said to bring the phone in for them to have a look at. I took it in, they replaced the antenna, and I hoped that was it. However it wasn't, and they were out of ideas, so I gave them one. I borrowed a spare phone from paradigmshifty and used it to make sure that it isn't a problem with my location. I have not had any problems with the loan phone at all (other than it chewing through the battery like crazy whenever I am at home, showing that it is having problems with the network). However, since I haven't been having any problems, I haven't remembered that I needed to talk to Three about it again, until today.

Since I am about to be visiting Melbourne, I thought it would be nice if I could return the loan phone to the person who owned it, so I put my Sim card back in my phone, and rang Three about the phone.

Since the phone is now out of warranty, they are refusing to do anything without me having to pay for it. Not fucking happy. I am currently paying $15 a month for this phone, a phone that doesn't fucking work. I do not believe that this is acceptable, and I have emailed Three with my opinion (though with a lot more polite English). If I don't get some joy from my complaint, I am going to kick up a stink about it. The phone that I bought in good faith is not performing as advertised. We will see what happens from here.

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Comments

( 6 comments — Leave a comment )
kunoichi_chan
Sep. 28th, 2006 05:35 am (UTC)
Big companies like that love red tape because it means never having to do work for customers.
halloranelder
Sep. 28th, 2006 05:42 am (UTC)
Well, if they don't play ball then they will be losing me as a customer, pure and simple.
kunoichi_chan
Sep. 28th, 2006 05:54 am (UTC)
Good call!

...speaking of which, I should find another Credit Union... not because their customer service sucks, but because they decided to change their fees to whacking a $5 per month on everyone, even if you don't use ATMs, etc...

-_-
paradigmshifty
Sep. 28th, 2006 05:40 am (UTC)
You're welcome to keep the other one for the moment - I wasn't using it for anything anyway. And it has to be better than the one you have.

If you have the reference number from the original complaint, then you should be able to force them to deal with it. The problem was reported during the warranty period and has not been resolved, so they are still liable.
halloranelder
Sep. 28th, 2006 05:42 am (UTC)
No reference number, but the entire string of calls is on the account record (the person I spoke with today confirmed that) so that's not going to be a problem.

I am assuming it's going to end up being the usual thing. Deny them the request at first, and only cave if they make any noise. I've seen it before.
platos_nicnac
Sep. 28th, 2006 09:14 am (UTC)
3
3 or Hutchinson Telecom will, if you complain enough, do something for you. It does sound like a binding issue and a new handset should resolve the issue... I'd not recommend using 3's network as their infrastructure's still under development.
( 6 comments — Leave a comment )

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Desert Rose

I dream of rain
I dream of gardens in the desert sand
I wake in vain
I dream of love as time runs through my hand

I dream of fire
Those dreams are tied to a horse that will never tire
And in the flames
Her shadows play in the shape of a man's desire

This desert rose
Each of her veils, a secret promise
This desert flower
No sweet perfume ever tortured me more than this

And as she turns
This way she moves in the logic of all my dreams
This fire burns
I realize that nothing's as it seems

I dream of rain
I dream of gardens in the desert sand
I wake in vain
I dream of love as time runs through my hand

I dream of rain
I lift my gaze to empty skies above
I close my eyes
This rare perfume is the sweet intoxication of her love

I dream of rain
I dream of gardens in the desert sand
I wake in vain
I dream of love as time runs through my hand

Sweet desert rose
Each of her veils, a secret promise
This desert flower
No sweet perfume ever tortured me more than this

Sweet desert rose
This memory of Eden haunts us all
This desert flower
This rare perfume, is the sweet intoxication of the fall

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