Dear Three Customer Service
Sadly, this seems like a common problem. I note there are several similar threads on the Three Community and numerous comments online about issues with router returns.
I won't put the full background here but my experience chimes with many others'. Device returned in pre-paid bag provided by Three, no communication to say received / not received until c.2 months later, with the case then handed very quickly to a debt agency.
I spoke to one of your representatives on the phone. They opened a case for me, advised me to pay the fee to the debt agency and that I would be refunded if I could prove the router was returned and received. I have since found the tracking number and the Post Office website confirms the item was received.
My generous interpretation is that there is a breakdown in communication between the 3rd party company contracted to deal with returns and yourself as the parent company. This said, the number of customers experiencing the same / similar issue is wholly unacceptable.
In other threads, the customer has been PM'd by a representative to solve the issue. I would be grateful if the same could happen here so that we can coordinate my reimbursement.
Kind regards
Mr Evin Frost
