Waiting for returns bag

[will14176]

I renewed my broadband contract in September 2024.
When I discussed the broadband contract renewal with the staff in the store, she told me that somebody will contact me about how to return the old device.
But the actual result is NO body contact me until today!

I received an email from Three on 13th November 2024. Said that I still have not returned the old device and if I do not return it on 27th November, I will be charge for £105.
I have called the hotline and request for the return stuff (such as return label and the package bag) on 13th November, the staff claims that I can get them within 5 days. But I am not receiving anything on 20th November, so I have called the hotline once again. And this time, the staff claims I can get it on Friday (22nd November).
Unfortunately, I also didn’t receive anything. So that I had call the hotline for the third time on 23rd November 2024.

I can't image that such things can be so horrible.

I hope this time I really can get the returns label to return the old device to Three to finish this nightmare!

Does anyone know how to get the returns label from Three successfully? Anyone can give me some advice, please?

[PeteG]

Hey, Will. 

That's not so great. I'm unsure why the team would be having issues getting the envelope to you in a timely manner. Did the team discuss the option of getting a DPD label printed off so that you can return the router without the need to wait on the return envelope? 

Pete. 

[will14176]

No.

How to do that? This is my first time for this issue.
I have no idea what to do.

Unfortunately, my query for return label and bag was closed today.
And I still cannot get anything!!  Nothing in my mailbox!!

I have kept an eye on my mailbox every day during this period, but NO return label and bag receive.

I want to issue a complaint to Three, but where I can fount the email address?

[JonathanB]

Hi @will14176,

I'm sorry to hear that you still haven't been able to return your device. The option of doing this via a returns label that Pete suggested is another option customer services can use. If you have appropriate packaging for the device, and access to a printer, they can email you a pre-paid DPD label to print off and attach to the package if the option is suitable.

We wouldn't direct you to an email to raise a complaint, but you can find options to raise a complaint here.

It sounds like you've been having a really frustrating time, so I'd like to get you in touch with some colleagues who can help solve this. I'll send you a PM with info on how to reach them.

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

[will14176]

Updates:

On 25 Nov, I still cannot get the jiffy bag, so I chat with your hotline this time. Maybe this time has text base record. I finally got the jiffy bag on 28 Nov.

I immediate send the old device to your company on 15:51, 28 Nov 2024. According to Royal Mail Record, the old device already delivered to your company on 08:26, 29 Nov 2024 by Norwich DO. I have chat with your staff on the same day again, ask for confirmation that your company already got the old device and issue an email to me said that will not charge me. Up to this moment, I think the case should be close.

Unfortunately, I check on My3 apps yesterday, it shows that your company said not yet received the old device and my account was overdue £115.99!!
How can it be?
Does your company have an effective system to monitor your inventory? Does your company care about customer loyalty?

I am satisfy with the performance of the home broadband, but I am really disappointed \ angry with the procedure to return old device. I am wondering why I cannot bring the old device back to your store? It can ensure the old device return to your company and also get the customer a conformation.

[JadeF]

Hey @will14176 

I'm really sorry to hear that this issue is still on going. 

I can see Jonathan had sent you a private message on who best to reach out to. Did you reach out to the team? I'd recommend you pop back through to them to have this resolved. 

Jade