The Really Mobile Project - Latest Comments in Spotify and Hero on 3UK

Re: Spotify and Hero on 3UK

Coralie — Fri, 26 Feb 2010 15:45:49 -0000

being disabled pensioner , ande 6 years with 3g , i updated to satio and restarted my 2 yr contract dec13th , a weekbefore we were to go away for a reston cruise. the battery wouldnt last , they admitted it , but they have threatened me with bailifs , and sent it back, i havent opened it, trading standards are supposed to help .. they sent the broken phon back, it is still here, NOW they are sending tons of bills , £1, 400 ...and i feel like cuiscide, put it on utube , in case it may help just ONE person to not go thro sheer hell im in now... g3 are pure evil ...!!

Re: Spotify and Hero on 3UK

Coralie — Fri, 26 Feb 2010 10:45:49 -0000

Re: Spotify and Hero on 3UK

Ben Smith — Mon, 16 Nov 2009 23:46:21 -0000

That would be a fine argument if the call-centre wasn't actively ringing customers offering upgrades at the end of their contract period.

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.

Re: Spotify and Hero on 3UK

Banjoheid — Mon, 16 Nov 2009 23:36:43 -0000

I work for three and I know the call centre is frustrating.
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.

Re: Spotify and Hero on 3UK

Ben Smith — Mon, 16 Nov 2009 18:46:21 -0000

That would be a fine argument if the call-centre wasn't actively ringing customers offering upgrades at the end of their contract period.

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.

Re: Spotify and Hero on 3UK

Banjoheid — Mon, 16 Nov 2009 18:36:43 -0000

I work for three and I know the call centre is frustrating.
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.

Re: Spotify and Hero on 3UK

James Body — Mon, 16 Nov 2009 09:26:37 -0000

I have now managed to upgrade my existing X-Series Gold account to a HTC Hero whilst retainng some of my 'Loyalty Discount'. However I am frustrated that the 3 Retention Department were unable to sell me the Spotify add-on - it was "not an option on my screen" <Grrrrr!>

Re: Spotify and Hero on 3UK

jamesbody — Mon, 16 Nov 2009 04:26:37 -0000

Re: Spotify and Hero on 3UK

Really Mobile — Sat, 24 Oct 2009 02:13:31 -0000

Wheels are turning :-)

Re: Spotify and Hero on 3UK

Really Mobile — Fri, 23 Oct 2009 20:13:31 -0000

Wheels are turning :-)

Re: Spotify and Hero on 3UK

Mike42 — Fri, 23 Oct 2009 17:03:41 -0000

I think the TRMP team should do an animation of that conversation a la OVI store ;-)

Re: Spotify and Hero on 3UK

jamesbody — Fri, 23 Oct 2009 16:13:00 -0000

Just think - if Nokia OVI decided to have a Customer Service Centre - you know where it would be located........

Re: Spotify and Hero on 3UK

jamesbody — Fri, 23 Oct 2009 16:10:29 -0000

Yeah - if only...

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 Heo...." {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

Re: Spotify and Hero on 3UK

DanLane — Fri, 23 Oct 2009 15:59:51 -0000

PLEASE tell me you recorded that conversation?

Re: Spotify and Hero on 3UK

jamesbody — Fri, 23 Oct 2009 15:58:04 -0000

I have just wasted a lump of time engaged in fruitless discussion the the Three Indian Call Centre (Retentions Desk).

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

Re: Spotify and Hero on 3UK

Mike42 — Fri, 23 Oct 2009 11:03:41 -0000

I think the TRMP team should do an animation of that conversation a la OVI store ;-)

Re: Spotify and Hero on 3UK

jamesbody — Fri, 23 Oct 2009 10:13:00 -0000

Just think - if Nokia OVI decided to have a Customer Service Centre - you know where it would be located........

Re: Spotify and Hero on 3UK

jamesbody — Fri, 23 Oct 2009 10:10:29 -0000

Yeah - if only...

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

Re: Spotify and Hero on 3UK

DanLane — Fri, 23 Oct 2009 09:59:51 -0000

PLEASE tell me you recorded that conversation?

Re: Spotify and Hero on 3UK

jamesbody — Fri, 23 Oct 2009 09:58:04 -0000

I have just wasted a lump of time engaged in fruitless discussion the the Three Indian Call Centre (Retentions Desk).

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/Inte... "

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.... ). 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.

Re: Spotify and Hero on 3UK

jamesbody — Fri, 23 Oct 2009 08:07:47 -0000

Hmm - but I want an HTC Hero on 3 *WITHOUT* 24 months of Spotify

It is not clear whether I can have this.

Re: Spotify and Hero on 3UK

jamesbody — Fri, 23 Oct 2009 02:07:47 -0000

Hmm - but I want an HTC Hero on 3 *WITHOUT* 24 months of Spotify

It is not clear whether I can have this.

Re: Spotify and Hero on 3UK

Todd Bida — Thu, 22 Oct 2009 20:06:28 -0000

For more on Nokia see "Did mobile music just turn into a monopoly?" at
http://www.mobilechoiceuk.com/News/Spotify+vs+C...

Re: Spotify and Hero on 3UK

Todd Bida — Thu, 22 Oct 2009 18:35:12 -0000

Notch another one up for Daniel Ek and his great team: Spotify continues to differentiate and deliver…and in the process vault ahead of others in the space. Yes, Nokia now Comes With Music but it soon may be 'Sidelined With A Whimper' as Spotify redefines what it means to access & enjoy the music we love where, when, and how we choose to experience it.

Re: Spotify and Hero on 3UK

Todd Bida — Thu, 22 Oct 2009 14:06:28 -0000

For more on Nokia see "Did mobile music just turn into a monopoly?" at
http://www.mobilechoiceuk.c...