Complimentary Motorola Moto G04

[aidyraff]

I received a text message from Three offering the following: 

"As a valued customer, we want to ensure you stay connected once our 3G network shuts down in your area from September 2024. You can request a complimentary Motorola Moto G04 by completing our online form by 16.08.24 - 3.uk/ag93d1. Once you receive your phone, just pop in your existing SIM. You'll continue to pay your usual monthly charge, there are no changes to your plan or terms. Any questions, contact us on 0800 033 8031."

The link in that message takes me to the actual Three website with a valid security certificate. 

Is the offer genuine?

[Sam123]

When are 3 sending the phone out? I already filled out the online form if you check terms section it says early September? or has it been pushed back?

[PeteG]

Hello. 

That's not information we'd have access to here. You would need to check in with the Support Team for information on orders or deliveries. 

I'm not aware of their being any delays. 

Pete. 

[ezra2k1]

Complimentary Motorola Moto G04

After my angst of yesterday, and following my complaint to, and response by 3;

I have today successfully completed an on-line application.

[JonathanB]

Hi @ezra2k1,

I'm sorry to hear it was a frustrating and difficult journey, but glad to hear it was sorted in the end. Let us know how you get on with the new phone when it arrives!

Thanks,
Jonathan

[MZone]

Yes this is legit. It’s because your phone probably doesn’t support 4G calling which you will need once 3G is switched off in your area. 

[ezra2k1]

Are  they legally and ethically obliged to provide a continued service?

[GarryT13]

I also got this message but can’t find the online form? Can anyone help please

[ezra2k1]

Try again, the page is back on. 3.uk/ag93d1 

After my angst of yesterday, and following my complaint to, and response by 3;

I have today successfully completed an on-line application.

[ezra2k1]

Hi there,

After trying ever facet and aspect to access this form, I finally phoned the number provided in the message - 0800 033 8031. The call handler told me that the "terms and conditions" state that online form had to be completed by 9th August 2024. I insisted that the message read "You can request a complimentary Motorola Moto G04 by completing our online form by 16.08.24 - 3.uk/ag93d1."

I asked for the matter to be escalated. I was transferred an empathetic call handler called Evalin, who despite wanting to help kept repeating the same mantra regarding the "terms and conditions", should have applied by the 9th August.  I pointed out the factual evidence. The text stated the 'apply by' date is the 16th August.  Furthermore, I had only received the text on the 9th August, and in that context, it would be UNREASONABLE to expect customers to apply within that short space of time. Faced with the continual repetition, I made a COMPLAINT.

Today I received the following response:

Hi there, We wanted to get in touch as we haven’t been able to resolve your complaint 240812102590775. We've done everything in our power to sort it, so your complaint has now been closed. If you choose, you can refer your complaint to the Communications Ombudsman – an independent, free-of-charge dispute resolution scheme. Here's how to contact them: Post Communications Ombudsman PO Box 730 Warrington WA4 6WU Online commsombudsman.org Phone 0330 440 1614 The Communications Ombudsman may decide your complaint isn’t something that they’re able to deal with. But if that's the case, they’ll tell you and explain why. We’re sorry that we haven’t been able to resolve this issue for you. Thanks, The Three Team

Please don't reply to this message. For ways to contact us, visit three.co.uk/contact-us © Hutchison 3G UK Limited is a member of CK Hutchison Holdings Group Registered Office: 450 Longwater Avenue, Green Park, Reading, Berkshire, RG2 6GF Authorised and Regulated, for consumer credit, Financial Conduct Authority (No. 738979) Registered Number: 03885486 England and Wales