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An Open Letter to Three

Posted in Business & Work, tagged , , on March 27, 2014| 8 Comments »

Remember my rant just 11 days ago about my mobile phone and lack of customer service from Samsung?  Well, folks, it has got worse.  Truly.

Samsung

Samsung

I think the Worst Customer Service Award in the World can now be awarded to Three.

Three.ie

Three.ie

Let me fill you in.

I finally got what is called a PRN number from Samsung a few days after my rant post.  They told me to contact Three who would arrange the replacement phone through some ‘PRN’ arrangement – which as I understand it, means Three replace my phone, and Samsung replace the phone to Three.

The past week went like this.

  • Initial phone call made to Three – spoke to some nice charming man in India – who asked me to forward the confirmation email that I had received from Samsung.
  • I did this.
  • I got an email back saying Three don’t accept ‘forwarded’ emails!  What????  Could I do a screenshot?
  • I did screenshot and attached this to the email (there was a request to keep the email thread going!).
  • A different person responded to say they hadn’t got attachment
  • This went on for about 10 emails…. each time from a different person in India.
  • Eventually contacted Three in Ireland via Twitter who ‘would look into it’.
  • Friday evening last I got an email from India saying they don’t have a ‘PRN’ arrangement with Samsung.
  • Monday morning contacted Three Ireland via twitter asking for a phone number or email address to speak to someone in Ireland directly – gave them my number so they could contact me.
  • Various dm’s but no phone call, nor no contact number given.
  • Yesterday, Wednesday, I had a call from India again.  They want me to send the phone to Fonemenders again for verification that it doesn’t work!!!!!
  • Tried the person behind the Twitter account again.  And you know what they are saying to me now?  That I should go and talk directly to Samsung as they have said they would replace it!!!

I can tell you I was extremely angry with the final call from India.  He could actually track the worksheet from Fonemenders and yet wanted me to send it off again!

Why would I send it off again to a company who have already examined the phone and sent it back ‘fixed’….. it wasn’t/isn’t fixed.  I have no faith in Fonemenders. Their by-line is laughable.

Fonemenders

Fonemenders

The response from Three twitter has to be almost laughable, if I wasn’t so angry. Their idea of customer service is to pass the buck!

Just a snippet of today's twitter conversation

Just a snippet of today’s twitter conversation

Oh and by the way….. yesterday I also tagged Samsung Ireland and Fonemenders in various tweets.  Did any of them respond?  Not on your nelly!

Do any of these ‘mobile’ phone people do customer service?

I have the phone 18 months.  Bought it from Three.  Have been paying them handsomely each month.

And they are just ignoring me!!!!!!!!!

The fight is not yet over.  As you can imagine, I really do not give a tuppenny hoot who replaces my phone.  I just want it replaced.

IT DOES NOT WORK AS A MOBILE DEVICE.  IT HAS TO BE PLUGGED IN AT ALL TIMES.

Has anyone had good experience with these companies?  I’d love to hear of your experiences.

And, of course, would be thrilled if you spread the word about this shoddy service 🙂

Rant over (for now).

 

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Dear Samsung,

Posted in Business & Work, tagged , , , , , , , on March 16, 2014| 5 Comments »

Your customer service sucks.

When I got my Samsung Galaxy S3, I loved it.  That was 18 months ago.  Will I ever buy a Samsung product again?  Doubtful!

My problem started the first weekend in February.  My phone would sometimes charge, sometimes not.  On Saturday 8th February on advice given to me by your Irish Twitter person, I rang the help line.  We went through hours (literally) of calls back and forth on that day, as his computer wasn’t working properly.

I should have taken that as an omen.

It was eventually agreed I should send my phone away to be checked.

The ‘special envelope’ arrived, and I sent my phone away on Tuesday 18th February, not knowing how long it would take for it to come back.

I was thrilled to bits when it arrived back on Friday 21st.  Wow, I thought what service!

That delight was short-lived.

By Monday or Tuesday of the following week, the phone was acting up again, but the problem had escalated… now the screen was freezing, the phone was switching off…. I could go on.

Again your Twitter operator in Dublin came to my help and a chap from your Dublin office (I have his name) rang me and we went through the motions of discussing the problem. He promised he would call me back when he had looked into it. Nothing happened for days.  I left various voice messages and nothing happened. Eventually on 26th February I spoke to a different chap (I have his name too!). He told me he’d have to check the records and be back to me “in half an hour, an hour at most.”

I’d like to point out that at this stage the phone was so untrustworthy, I had given these guys my landline number.

He never rang me back!!!!

As you will appreciate I was really annoyed and angry at this stage.  I made more and more phone calls and eventually spoke to chap no. 2 who told me my phone was approved for replacement and I would receive a call with an ‘authorisation code’ in 48 hours.

That, dear folks, was on 28th February.  No phone call came.

Another week of making phone calls…. this time I got to speak to chap no. 1 again. He did at least try to ring me put my Samsung Galaxy S3 is virtually dead at this stage, and I couldn’t answer his calls.  He left me a message saying I would be getting a replacement phone… and I’d get the ‘authorisation code’ from UK in 48 hours.   48 hours passed no phone call.

Following a tweet I put out, I got a tweet from Dublin telling me UK are very busy!!!!!

Do I care?  No I don’t.  I need my phone replaced.

The third 48 hour phone call period I was promised expired on Monday 7th March.

I have made a decision not to call you…. just to see how shoddy your customer service is.  How long can you possibly take to issue an ‘authorisation code’.  You’ve declared my phone unfit for purpose.

My phone is a business tool…. it was meant to be a MOBILE business tool.

It is not MOBILE now, it has to be plugged in at all times.

WHEN ARE YOU GOING TO DEAL WITH MY COMPLAINT?

 

 

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