Three broadband return bag did not arrive

[gavci]

@JonathanB @ My three bags did not come so I cannot return my broadband device. Since I did not have good reception in my zone, altough there is 1 year left in my contract the help line told me that the fees would be waived.

Can you please help me?

Also this seems like a systematic problem and I really had to search for this helpline as there seems to be almost no help for this and every user is left in the dark. This is not an acceptable situation from the consumer perspective.

[gavci]

There is still no one taking care of this issue... @JonathanB I have seen you help in other posts, would you also care to spread your magic here?

[JonathanB]

Hi @gavci,

I've sent you a PM to get you in touch with some colleagues that will help sort this out for you. I'm sorry for all the time you've spent on this already but the team I've directed you to will make sure it's taken care of.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
Jonathan

[bennie3108]

Hello, 

Same position, can you please contact me with a solution, its a scam.

[JonathanB]

Hi @bennie3108,

I'm sorry to hear that you're experiencing an issue with your return. When did you initially request the return bag, was this more than 5 working days ago?

Thanks,
Jonathan

[1826]

Can you send me a private message to contact some colleagues to resolve this for me. Already had three assurances the bag would be sent.

This is the only way Three will accept the return of routers but Three delay their return. The terms and conditions state you will send a return bag. Failing to send one in a reasonable amount of time is a breach of contract. Customers should not have to work this hard to compensate for Three's failings. This is not our job! Customers burdened with this nonsense should be compensated. £20 compensation for every 14 days delay will solve this problem.

[KateS]

Hey there,

I'm sorry to hear you've not received the returns packaging as expected and appreciate this would be frustrating.

I'll drop you a PM with some details on how to reach out to my colleagues who will be able to get this request escalated.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
Kate

[1826]

Your link is to live chat. Completely poinless, I have already wasted my time on chat three times. I need a link to someone who can actually help and not fob me off with nonsense. Please explain why sending a return bag which you insist I use is such a challenge for your company. This is incredibly unprofessional. Its a farce. I need a return bag. I did not agree to have my time wasted in this way. Just send a return bag!

[KateS]

Hey there,

I appreciate you've already reached out to our teams, however, the link I've provided you with is for our Social Media team who will be able to help get the returns packaging sent out to you.

We need to access your account and complete DPA before we can dispatch this, so please pop through for a chat on the information provided and we'll get this actioned for you.

Thanks,
Kate

[1826]

Thank you for your link, it did actually result in a return bag being sent. Received Saturday returned Monday. You haven't answered why sending a return bag which you insist we use is such a challenge for your company. Many would suggest its intentional.

My contract ended due to unusable speed on 13 May with a credit of £280 added to my account to cover the cost of ending the contract early. At midnight last night I received a text message telling me my contract has been disconnected and a charge of £336.34 will be added to my bill. I checked the previous credit notification of £280 credit which has now been altered to zero. No idea what the extra £50+ is being claimed for. Mays usage has been paid in full, the router was unplugged on the 30th of May. Luckily I have a screenshot of the previous notification. Three broadband behave like a scam company. 

Nobody should have to waste this much time dealing with any company. I look forward to being told "just contact us through live chat" and wasting another hour failing to resolve anything.