Damp Squib Customer Service!

[Coffeesurfers]

Have had several conversations both on web chat and on the phone with customer services regarding my delayed order, and each time, they are able to provide Zero usable information on progress! 

BBelow is the transcript of my last web chat to illustrate the point! 

Chat Transcript

11:17:53 AM [Graham] Chasing delayed order :*****

11:17:53 AM [Graham] Conversation Log:

Bot: Welcome to Three!What type of customer are you?

1. Pay Monthly (Contract)

2. Pay As You Go (Top-Up)

3. Not sure

Visitor: Pay Monthly (Contract)

Bot: What do you need help with today?

1. My bill query

2. My account query

3. A network or device issue

4. Buying a new plan

5. Upgrading or cancelling

6. Something else

Visitor: Something else

Bot: Have you bought your device or upgraded within the last 4-6 weeks?

1. Yes

2. No

Visitor: No

Bot: Thanks...

Checking availability...

Visitor: Connecting you...

11:24:59 AM [Vaibhav]

Hello welcome to Three. You're chatting with Vaibhav from Three customer care.

11:25:10 AM [Graham] Hiya

11:25:32 AM [Vaibhav]

Was that a upgrade to an existingcontract , or a new contract

11:25:44 AM [Graham] An upgrade

11:25:52 AM [Graham] To existing contract

11:26:18 AM [Vaibhav]

let me quickly check that

11:26:28 AM [Graham] Thank you

11:26:52 AM [Vaibhav]

Graham - To complete the validation, I will send you a One Time Password. Would you prefer to get this as a text message or email? Just to let you know that we won’t be able to change the option once selected.

11:27:03 AM [Graham] I believe there was also a chase ticket logged to understand the reason for the delay

11:27:13 AM [Graham] Email please

11:28:09 AM [Vaibhav]

Sent\

11:28:31 AM [Graham] 8625

11:29:03 AM [Vaibhav]

Thanks for validating the account, how are you doing today?

11:29:23 AM [Graham] I'm well thanks

11:29:32 AM [Graham] Hope you are also?

11:30:25 AM [Vaibhav]

Indeed

11:30:26 AM [Vaibhav]

Bear with me a moment while I look into this. If you see a message asking if you need more time, just hit 'Yes'.

11:30:42 AM [Graham] OK thank you 👍

11:31:50 AM [Graham] It's been a week since the upgrade was meant to arrive

11:32:12 AM [Graham] Should have been with me on the 22nd

11:32:16 AM [Vaibhav]

Will that be the - Apple iPhone 15 Pro Max 256GB Natural Titanium with Premium Protection Bundle?

11:32:25 AM [Graham] Yup

11:35:06 AM [Graham] Is it a stock issue.. Presumably so!

11:35:34 AM [Vaibhav]

Bear with me a moment while I look into this. If you see a message asking if you need more time, just hit 'Yes'.

11:35:45 AM [Graham] 👍

11:38:52 AM [Vaibhav]

I'm sorry to keep you waiting. Please stay connected as I’m still working on it.

11:39:04 AM [Graham] OK thank you

11:44:11 AM [Vaibhav]

I'm sorry to keep you waiting. Please stay connected as I’m still working on it.

11:44:24 AM [Graham] OK

11:47:18 AM [Vaibhav]

Thanks for waiting

11:49:27 AM [Vaibhav]

I see that that delivery date was on the 22 September - Did you receive any text or email in regards o delay in delivery ?

11:49:38 AM [Graham] No!

11:50:03 AM [Graham] Hence the reason for this chat

11:50:48 AM [Graham] So waiting almost 30 minutes in this conversation do you have any updates on the progress of this order?

11:54:33 AM [Vaibhav]

I can confirm that the request is in place, a tracking number is not yet generated , this means that its a delay due to lack of stocks

11:55:24 AM [Graham] Can you see any indication on the expected arrival of stock?

11:56:25 AM [Graham] A day? A week? A month? Surely your system has some kind of stock inventory tracking?

11:56:44 AM [Vaibhav]

It does not seems to mention of the notes , allow me some more time

11:57:03 AM [Graham] Some more time for what?

11:57:26 AM [Graham] Accessing a stock tracking system?

11:58:31 AM [Graham] Apologies to be blunt, but the only information you have provided is "lack of stocks"

[Avondale]

@Coffeesurfers 

Three's customer service is mediocre but it is on a par with that of the other mobile 'phone companies.  

To be fair, I think that Apple have shafted resellers such as Three and have strongly prioritised their own direct sales. 

[Coffeesurfers]

Agreed.  It's not customer service directly, as have been with 3 over 10 years, but it's the lack of tracking services which I find frustratingly shallow.