Customer service - I thought Vodafone was poor... but THREE !

[DavidS]

I was a Vodafone customer for over 20 years but moved to Three 8 months ago. That was a bad decision.

I've had multiple Go Roam issues which I'm no nearer resolving and in the process have discovered that Three customer service is the worst I've ever experienced. Their level of knowledge is very low, communication is difficult and no one does what they say they'll do. Notes are not recorded on my account and the Complaints Team need their own complaints team to complain to.

So - short of leaving with immediate affect, does anyone know the best way of resolving an issue without going to the Ombudsman? Anything UK based?

thanks in advance

[JonathanB]

Hi @DavidS,

I'm sorry to hear that you've had some trouble with Go Roam, and that this wasn't resolved by the customer service team. I'll be happy to take a closer look, can you tell us a bit more about what's been happening with your Go Roam service? Once we understand the issue we'll be better placed to provide advice or direct you to more help.

Thanks,
Jonathan

[DavidS]

After hours of frustration spent on many calls - it has now been resolved. However it does seem that roaming on Three is a minefield and overly complex. Big issue is customer service - a combination of lack of training and understanding of Three products and language communication issues. 

[Paddiewack]

Well I’m glad you’re sorted!

[Paddiewack]

Apart from complaining about the state of customer service on Three (which I don’t wholly disagree with) you’ve given no indication of the issue you’re purportedly experiencing? 🤷‍♂️

[DavidS]

I've had issues with the Go Roam feature not working correctly (which I now understand is a long standing issue)  - but the question is about customer services/complaints options, specifically is there one that is UK based as the overseas call centre seems unable to understand their own system.

Thanks

[Melissah]

Yep, shocking customer service.  Used to be easy to get hold of and get a resolution, but not any more.  Can't wait to leave!

[Paddiewack]

Not for Three!