Anyway, I signed up on the 4th of December to this new phone. It was free on a $49 cap. I thought it was ok value. The thing that really sold it to me was that you get $50 credit if you buy online AND on the same page it says that if you are a 3 customer you also get 1/2 price on your cap for the first three months.
Screen shots from their website are at the bottom.
Now i've received my first bill. Here is a screenshot:
So they've charged me the full whack on my cap.The first line is the new phone. they charged me $8.05 from the 5th of December to the 9th of December.
The second line is my current phone. It used to be on a $29 cap, but i've recently upped it.
The third line is my current phone and current plan.
(i've blurred out my name and number)
Now i've called their customer service department and said that there is obviously a mistake and that they have not included the half price.
I called yesterday and after explaining everything to the customer service person she was vague, put me on hold for long periods of time saying "do you mind if I put you on hold for a minute while i check something" and said (lied?) that her computer was not working and could she call me back? Obviously this was in the too hard basket for her. I said - ok. Of course, no call.
So I called again today and spoke to someone (I didn't get his name) who told me that I got the $50 credit - but don't get the 1/2 price. I explained it was still on their website, talked him through where to find it. Then he claimed he couldn't see the offer on the website! He just plain lied that where the offer was, on his screen it was just blank!
Then (again after several long periods on hold) he said that the deal was only started 3 days ago!!! I explained - this is the reason I signed up for the phone in the first place - it has been on their website for a lot longer than 3 days because I noticed it months ago when I was looking at phones.
So I asked to speak to his manager. He said "certainly i'll connect you" put me on hold for ages. Then came back and said "you are not eligible for the 1/2 price plan because you got the $50 plan" I said - I would like to speak to your manager. So (ages on hold) puts me through to someone called:
Sunila Namviar
Interaction ID: 59269714
Customer Care Department Manager
Who claimed to be the manager of their customer care department and said the same thing as the guy before. Except this time the deal only started "2 days ago"
So I asked to speak to her manager. She put me on hold for ages. Then came back on the line and said that she is the manager. I said I want to speak to the person she is responsible to. Again, on hold for ages - she came back on the line and gave me a different name (it was clearly the same person) I said what is your job title and she just said "I am the manager"
Have a look on their website.
http://store.three.com.au/mobiles/Nokia-6210-Navigator-49-Cap
Check out the offer. (This is the exact phone I bought)
Three are such a rip off - I can't believe how frustrating their customer service department is.
I'm sending this blog link to The Consumerist (great website!) and some friends at trading standards.
UPDATE: So after kicking up a stink yesterday (Thanks Reddit!) I had a phone call from the Customer Relations department based in Brisbane this morning. This guy was awesome and what you would expect from a business that does business in Australia.
They have more than made up for my frustration and offered to do the half price for the duration of the contract!! More than the three months that I signed up for, but i'll wait until the next problem with 3 to decide if it's still worth it.
If I had spoken to this guy in the first place, i'm sure my problem would have been sorted out!
