topic Still waiting for a replacement handset (3 weeks and counting ) in Account and services

Still waiting for a replacement handset (3 weeks and counting )

marks — Tue, 04 Feb 2025 19:16:56 GMT

Upgraded to new iphone 16

Arrived on 14th January damaged

Requested the same day a replacement phone but 3 weeks later nothing despite chasing every day and having to listen to …we don’t have stock…back end team not responding…logistics team not responding ….be patient blah blah

Very sad and terrible customer service !!

Re: Still waiting for a replacement handset (3 weeks and counting )

JadeF — Wed, 05 Feb 2025 14:19:03 GMT

Hi @marks

Welcome to the Three Community Page.

I'm sorry to hear that you've had such a long wait for your replacement device.

Have the team been able to explain what has caused the delay? Can you tell me the model and colour of iPhone 16 you are waiting on?

Thanks, Jade

Re: Still waiting for a replacement handset (3 weeks and counting )

marks — Wed, 05 Feb 2025 14:33:32 GMT

Hi Jade and Team

Inhave told the three team that i’m not bothered about colour and i know they do have stock.

Different depts blaming each other …customer service …complaints….back end….logistics …exchange team ? bottom line is i have contacted three 21 times (via live chat and good old fashioned phone) and although they all have learnt their “scripts” and share my frustration and apologies for the inconvenience they are still unable to give me an ETA on the handset.

Have also been given various time frames 5-7 days ,5-7 working days ,7-10 days ,7-10 working days but bottom line …no replacement phone and probably 5 wasted hours !