Finished contract and returning the router.

[DarrenS]

My 5g contract finished in January but I kept paying for the service until the 18th of April when I decided to move over to Fibre.

My bag has just arrived and in it is a letter asking for the router back in new condition.  Also, when I spoke to an advisor he went on about it having no marks or damage.

The router is in mint condition because I never actually used it for more than a few minutes because it would only pick up a 4g signal, and because I already had a working 5g router, I simply continued to use that.

I am just wondering why someone who has had a contract for over 2 years would be expected to return a router in new condition, and what can I expect if they deem it to be lacking in some way?

I find this behaviour very intimidating and not the sort of attitude I'd expect after fulfilling all obligations on my end.

Is this how you usually treat customers who dare to leave your company?

The router box was not new when it arrived and is slightly dirty.  Does this mean I'm going to get charged?

And, from other posts in this forum some people have been chased by debt companies for routers that they sent back and had proof of delivery.

Why do you treat customers in such a way?  It's not a winning formula and will encourage people to post very negative reviews about your service.  Surely, that is the last thing you want.

I suppose you are going to tell me that it's just a bit of a mix-up, but the telephone advisor seemed keen to emphasize the point that the router must be in good condition otherwise I would be charged.

What exactly do you expect from a router return that has potentially been in use for over 2 years?  Should I have kept it in cling-film?

It's a shame that you don't seem to care about reputation damage to your company.

[DarrenS]

Hello.  

I sent the router back on the 24th of April after my two-year contract ended using the bag supplied, which had a Royal Mail label on it.  Luckily, because I have read about problems people have had sending their routers back before, I took photos of the package, the Royal Mail 24 hours tracked label, and I retained the receipt I was given at the post office. 

Now, over 1 week later, I received an email saying that they still haven't received it, and if it isn't received within 15 days, I will be charged 105 pounds!

This was predictable and seems to be some recurring issue with the company you use to process returned routers called: Ingram Micro Services, Communications House, Vulcan Road North, Norwich, NR66FE.

Obviously, I have the certificate of posting, which is a Horizon Certificate of Posting, which I can take to the Post Office to query, but I assume that you can track it from your end because it does not contain a tracking number for me to track but does have a barcode receipt number etc on it.

After reading the forums and seeing other people's experiences with the process, I feel that, like others, this is a terrible way to treat customers and, as others have already said, has a coercive aspect to it.

The customer sends their old router back, then you threaten them with a 105-pound bill for a two-year-old router, and then you send in the debt collectors.

I hope this issue can be resolved because I think it is about time that the authorities were involved, and I will not hesitate to contact the ICO or whoever is responsible for dealing with rogue companies that treat its customers with such contempt.

To risk someone's credit rating, as you seem to have done to multiple customers, is a step too far and needs to be dealt with in a legal manner.

I have phoned support, and they asked for a tracking number, but it seems to me that the 24-hour tracking label used allows the supplier of the label to track the parcel, because I received a Horizon Certificate of Posting which does not contain a tracking number for the sender to use to track the parcel.

Honestly, the company you are using are having some real issues functioning in a professional way.

The postage label was 24-hour tracked, and I am comfortable that I have retained enough evidence, and the receipt, so that I can contact Royal Mail, prove that I have sent it and successfully argue that I have fulfilled my obligations as a customer and have sent the parcel back as instructed.

Can you sort out your processes so that this problem isn't happening to customers?  And can you please look into my case before I have to get a third party involved and before I have my credit rating ruined by Ingram Microsystems incompetence or fraudulent behaviour?

Ending the two-year contract with Three has been an absolute nightmare and I will not be letting this go.  Authorities will be contacted, and compensation will be sort if I have any more issues with your company.

Please respond to me, as soon as possible, to explain how you intend to move forward with these issues.

Regards

Darren S.

[DarrenS]

You're not an employee, are you?  And this post is also about warning future customers and supporting legal action, if needed.  Also, I have seen other customers get a response and resolution via this forum.

To quote another response in another thread:  

"There are so many other people reporting the same problem on this forum. Usually a moderator ends up PMing you with contact details.

But it shouldn't be happening."

So, covert support person, please leave it to the open employees to deal with.  What exactly is your purpose on these forums, BTW?  Are you just here to harass and annoy posters?  Do you have an issue of some kind?

[Paddiewack]

Stop being so patronising and come off your high horse. We’re all customers just like you. I told you that this isn’t customer service, Very laudable of you to highlight your situation but that isn’t your aim, You want it sorted quickly I told you how to instigate that. My purpose on here is to debate and assist from my own experiences with the network and also to point out bad manners of which you are so clearly a sufferer, If I’ve annoyed you then all well and good but my original reply was polite (take a lesson in that mate) and helpful. 

[DarrenS]

Damn, you're a hypocrite.  Mind your own business, will you?  I've been reading some of your posts and observed your attitude - you're an odd one, aren't you?  Go away and leave it to the staff.

Surely, you must have something better to do with your life than spend so much time commenting and sharing your unimportant opinion on these forums.  In the 27 years I've had Internet access while administering dozens of forums and server systems, I've not come across another customer of an ISP so invested in them as you seem to be.  You seem to have an urge to share your opinion about everything and anyone, so I think it's only fair that I should be allowed to share my opinion about you, little one.  I would have banned you years ago for annoying other customers.

You should try not to lose your temper over something that should be of little importance to you. 

Strange boy.  You really are whack.  Is your name Paddy?  Because that would be perfect.

Whack Definition - To describe something unpleasable or in bad taste.

I pity you; I really do.  You're very amusing though; I have to admit it 😄

People like you are best ignored. 

“The only way to win an argument with a fool is to refuse to engage.”  So, I'll ignore your nonsense from now on.

[DarrenS]

I've just noticed that you can be muted, Paddy.  Perfect!  Bye bye.

[Paddiewack]

Better than all your noise mate!

[Paddiewack]

I’m afraid that whilst (on face value) I sympathise with you;this isn’t customer service and so we have no access to your account. 

[JonathanB]

Hi @DarrenS,

Thanks for your feedback, it sounds like this messaging intended for customers returning a device within a cooling off period. In terms of when completing a 2 year contract we would definitely want the device back in a usable condition, but cosmetic marks shouldn't be a concern.

I'll certainly highlight this feedback, but if you send the router back to us in working condition, then I wouldn't expect there to be any fees, and if this doesn't go as expected for any reason, please let me know.

Thanks,
Jonathan

[DarrenS]

Hello JonathanB,

I sent the router back using the bag supplied, which had a royal mail postal label on.  I have a receipt to prove it.  Yet today I get an email saying that they haven't received it yet and they will try to charge me 105 pound if it doesn't arrive.

Many people have had this issue on this forum.  

Can you help?

Thanks.