ashley sheridan.co.uk

We Will Call On Your Phone When You Can Pick Up Your Phone

It's not like me to make two blog post within days of each other, let alone on the same day, but this is more of an update to the original tale than a new post. I just hate the thought of changing content online when someone (or something) might have read it already.

So, the lovely people at Three have outdone themselves. Just when I thought that things could not possibly get worse, they pull a blinder like they did today.

I've given up trying to get a replacement phone from Three while mine can be repaired, and luckily for me they did not disappoint, as yet again they have none. I still can't fathom how this makes any sense whatsoever, for a phone shop to have no replacement handsets, especially when details concerning one are worded into the peice of paper they make you sign when your phone is being sent off for repair.

I had specifically made certain to bring in everything I needed to have the phone repaired today; including the phone charger and cable, which I'd been told on the phone a few days ago were absolutely necessary if I wanted my phone to be repaired. Turns out they're not so important, to the point where the form that the Three staff are filling in can either accept the phone or the accessories (the charger falls under this category) can be sent for repair but not both. To prevent this happening, the form has specifically used a radio button. While not a huge problem, I'd asked for definite confirmation the call centre operative that I definitely and absolutely needed these items.

There was a bit of an issue with them managing to enter my address (my old address, as I've still not updated it through their system, but with all the screw-ups they've had recently I don't want to confuse matters any further by attempting to update it.) This was partly because of a new staff member at the Three store who was unfamiliar with their repair procedures, but also partly exacerbated by the fact that their online system is rubbish and doesn't have a decent format for entering an address such as:

Eventually they managed to surmount this obstacle by entering the address manually, and then came the real WTF when they asked me what number I'd like to be contacted on when they diagnosed the problem with my phone. I nearly broke down in the shop right there and then, but what I actually did was tell them to email me. This obviously threw them, as they didn't understand how I could not have another number by which they could call me. "What about your girlfriends number?" they asked me. I can remember my own number, but that's about it, I rely on the numbers stored on my sim card and on my phone, the same phone which I'd just turned off and taken apart to give to them. In the end they insisted and settled for my work number, but good luck if they try to call me outside of the working week hours.

But seriously, how can they expect people to automatically have more than one number? Surely this situation must come up sometimes, or am I the first one in the history of their company? This is why I have been so insistent with them that I need a phone as a temporary replacement. To add the cream to the topping (or salt to the wound?) they then told me that I could expect to have the phone repaired in 1-3 weeks. Apparently they felt that the old system that only used to take 1-2 weeks was far too efficient, and as the staff member informed me, they've just changed the system of repairs recently, hence the longer time I can expect. One nice thing I did notice on the repairs agreement they made me sign was the following sections:

• Should a loan device be provided to me (subject to availability), I understand that I shall be required to return the loan device in full and in the same condition that it was issued to me. Failure to do so will result in my deposit not being returned.
• I'll continue to pay for all charges I incur whilst using my loan phone i.e. my price plan and any other additional services.

That second line is the only one in the whole agreement that mentions paying whilst the phone is being repaired, and it specifically includes the part about using the loan phone, which the first line clearly states is subject to availability. Now I'm no expert, but I think that I'll be legally within my rights to not pay while my phone is being repaired and I'm not able to use the damn service. I don't think it's right at all to have to pay for nearly a whole month for a service that I can't use because their customer support is awful.