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http://thereallymobileproject.com/2009/10/spotify-and-hero-on-3uk/ -
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does droid have a standard hole to slot in my musically goodness?
i didnt realise spotify and hutchinson were in bed
http://www.mobilechoiceuk.com/News/Spotify+vs+C...
It is not clear whether I can have this.
Compressed version:
JB: "I have come to the end of my X-Series Gold agreement and would like to upgrade to a new HTC Hero with Spotify"
3CS: "We don't do that - have a (....crap cheap...) handset instead.....
JB: 'I accept that you may not have it in stock right now, but can you tell me when it will be arriving?'
3CS: "You are wrong - we don't do that handset"
JB: 'OK - it is coming though - I read about it on your website'
3CS: "The HTC Hero is not on our website"
JB: "It is - at http://www.three.co.uk/Internet_Services/Spotify "
3CS: "That is not our website"
JB: 'Where is your website?'
3CS: "http://www.three.co.uk"
JB: 'OK - if you go to that address and look over on the right hand side you see a BLUE heading entitled 'Notices' - can you read the second bullet point out to me please?' (The one that starts 'Spotify everywhere on the HTC Hero)
3CS: "That is not our website"
At this point I asked to escalate to a supervisor - got the floor manager - and then went through a re-run of the script above! By this point I was reasonably ready to do damage to someone or something and so resorted to Googling 'Three Complaints' - which lead me to a site entitled 'Complain to Three' ( http://www.threecomplaints.com/ ). This contained a telephone number for the 'Executive Office' - which actually terminates not in Maidenhead, but up in Glasgow, where a very sympathetic lady took all my details and managed to placate me successfully with her soothing and very pleasant Scottish accent.
We await to see whether this will result in anything - I'll report back. In the meantime, whilst I am all for supporting industries in developing countries, I would very much like to see Three switch their Customer Services from the shockingly bad Indian Call Centre (Arrrrgh - it makes me angry just to think about the User Experience!) to those lovely people in Glasgow.
JB
And - I forgot the sting in the tail at the close of the fruitless exchange with the floor manager.
3FM: "Ah Mr B - I see that you are a very special customer - you have had your account a long time and have always paid on time - I can offer you a very special offer"
JB: "Oh yes" (Faint glimmer of something good)
3FM: "I can cancel your PAC and put you on a new monthly contract for 10 pounds a month - with UNLIMITED SMS"
JB: "With data?"
3FM: "Oh no - but it is such a good offer - what have you got to lose?'
JB: "A chance to own a brand new HTC Hero?"
3FM: "We don't do the HTC Hero...." {back onto previous script again}
It might help if the 3 operatives realise that telling UK customers the same thing 10 times just makes them ANGRY !
I WANT A HTC HERO !
JB
This is why we encourage customers to come into stores before hand to try to get the deal that you want.
The staff in stores feel as if customers are a bit on the unfair side because you decide to use the call centre because you think you will get a better deal there. Then when all it causes is frustration we are left taking the moans of unhappy customers.
The stores are the retail outlets, so use us to get your deals and upgrades and use customer services when you feel that you need to complain about something.
And just for clarity - no one's complained about not getting 'better deals' over the phone... they've complained about agents being unable to answer simple questions or provide products advertised on Three's website.