Returning device - IMPOSSIBLE SITUATION!

[sjp531]

1. I changed my address with Three in advance of knowing I would be cancelling the contract (and moving house).

2. I cancelled the contract and understood I would have to return the device. I was told I would receive a Jiffy bag to return the item.

3. I never received a Jiffy bag to either the previous address or new address (I have paid for a redirection so am sure of this) and have no idea how to return the item,

4. All attempts to chat to the team on web chat and on the phone result in going round in circles. Still have no bag.

5. Have received an email saying I'll be charged if I haven't returned the item.

ISSUE - address was never changed, bag was never sent, I have NO IDEA how to return the item, and this cannot be resolved. It seems that Three will take this money from my account for an unreturned item, and the item (which was useless anyway as the internet cut out every 40 minutes) will end up going to electrical recycling. 

Appalling customer service - they don't even seem to understand this very simple issue - either send me a bag or tell me how on earth to post the thing back. Complaint raised, and is unresolved.

Very exasperated here.

[JadeF]

Hey @sjp531 

Welcome to the Three Community page.

I'm sorry to hear of the frustration caused and I'd be keen to get you the help needed to resolve this. 

I'm going to drop you a private message with steps to take next. 

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

Jade

[sjp531]

Readers would be forgiven for thinking this was a solution - it is not. Jade has sent me a message with a link to the webchat service. The responsibility placed back on me to go back to the same various teams on webchat who are unwilling and unable to sort this. Nice try 😂 

[PeteG]

The link Jade provided was not the same link as the Three Contact Us page. The link would have taken you through to get help with the issue. As the team is now closed, you will need to wait until Monday to be able to get in touch with them. I'd recommend having a conversation with them if you'd like them to look into the issue. 

Pete. 

[sjp531]

I’ve spent too long chasing. Have sent Jade two options for addresses (including the one you have on file) and have done the same with Three customer services and complaints team. Think I’m resigned to the inevitable though. Will give it a few more weeks then take the item for electrical recycling as it’s wasting storage space. 

[sjp531]

@JadeF if you message me or reply here with the address to send the item to, I will do so, and pay to do so. I will send it recorded delivery to ensure receipt of the item that is clearly so valuable to Three. 

[Geluk]

Slow receipt of return envelope is common complaint here.

[sjp531]

Yes - and the threat of them taking £105 from my account is not good. And a seeming unwillingness to send the required item or give an option for return. If I’m honest, I’ve given up - if Three take the £105 I will take this up with my bank. Three heard this on a phone call which was ‘recorded for monitoring purposes’ so will be aware this is the case.

[sjp531]

Should also note that I have had an email saying my complaint has been updated. On clicking the link to view this it just takes me to the account page. Nothing has been updated that is visible to me.