3 mobile- anyone have a contact email that gets action?

3 mobile- anyone have a contact email that gets action?

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Discussion

voicey

2,388 posts

148 months

Tuesday 2nd November 2010
quotequote all
I always go straight to the top... CEO: kevin.russell@three.co.uk


Merp

2,152 posts

213 months

Tuesday 2nd November 2010
quotequote all
voicey said:
I always go straight to the top... CEO: kevin.russell@three.co.uk
Does this actually work? I've heard of people repeat sending emails to CEO email addresses untill something is done.

Raverbaby

896 posts

147 months

Tuesday 2nd November 2010
quotequote all
Can you go to a local 3 store and get them to send it.
I know thats not the question lol.
I had problems with 3 when I had to return my phone last year, ended up not bothering as courier (D?D) never arrived on 3 occasions

Petrolhead_Rich

4,659 posts

153 months

Tuesday 2nd November 2010
quotequote all
Merp said:
voicey said:
I always go straight to the top... CEO: kevin.russell@three.co.uk
Does this actually work? I've heard of people repeat sending emails to CEO email addresses untill something is done.
The BT address I got from here got a call within a couple of hours and seemed to stir alot of top level commotion at BT HQ thumbup

Of course talking about taking 150 end users and 12 corporate offices on leased lines may also have had an impact.

Noonehere

325 posts

165 months

Tuesday 2nd November 2010
quotequote all
executive.office@three.co.uk

Worked when I had months of issues with a phone and their Indian customer service centre couldn't / wouldn't resolve. After sending a mail to the address, I got an acknowledgement back shortly after and then a call from a chap handling the case. Did have a few hiccups but it got sorted in my favour before long.

james_tigerwoods

15,681 posts

158 months

Tuesday 2nd November 2010
quotequote all
Merp said:
voicey said:
I always go straight to the top... CEO: kevin.russell@three.co.uk
Does this actually work? I've heard of people repeat sending emails to CEO email addresses untill something is done.
Yes - short version - I had my O2 contract incorrectly set up and as a result I was landed with a £280 bill (ish) after 3 weeks - O2 then tried to take the money from my account and I stopped the DD.

Many calls and assurances were given to me that this would not happen as it was an O2 "administrative error" but they went and took the money anyway - just before Christmas (well, they tried).

The greatest frustration was trying to speak to either someone who understood me, I understood them or get some kind of continuity.

I sent a long descriptive (non-angry) letter to the CEO at O2 with all the details and I got a response from someone from the Chairman's office and got the full amount returned and three months line rental and an apology.

I've just dug out the email - it's pretty long and comprehensive and covers all the points.

james_tigerwoods

15,681 posts

158 months

Tuesday 2nd November 2010
quotequote all
hora said:
I really am banging my head. Just spent another 15mins on the phone and was told I couldn't make a complaint and if I wanted I could call the Couriers directly on 0871...

What would that resolve? Shouldn't this be handled by 3?
Who is the delivery/collection contract with - if you arranged it, then you'd need to chase it - if 3 did, then it's up to them.

A long letter outlining your issues using the words "sorely disappointed in the service I have received" to the chairman's office can't hurt...

james_tigerwoods

15,681 posts

158 months

Tuesday 2nd November 2010
quotequote all
hora said:
Automated. Received text 'you will receive your delivery at x time today'. Nothing, next day same again. Nothing.

The problem is I have a phone that needs collecting before I can end my contract. If I cancel my DD first I could end up with a CCJ.

Funny, these mobile companies are geared towards sales and upgrades arent they but nothing else.
Have you got a delivery number for the item - is the guy even trying?

Perhaps a strongly worded email to the courier company too.. smile

voicey

2,388 posts

148 months

Tuesday 2nd November 2010
quotequote all
Merp said:
voicey said:
I always go straight to the top... CEO: kevin.russell@three.co.uk
Does this actually work? I've heard of people repeat sending emails to CEO email addresses untill something is done.
About 9 out of 10 times for me. I've just successfully used a complaint to the CEO of a major high street store to obtain a product priced at £1,200 for £1,000 after the salesman told me they would do it at the lower price and then changed his mind when I went back to do the deal as he was mistaken.

I've used the Three email address I quoted above to get them to honour a price glitch on thier website - I now have a mobile broadband contract with them for £1.50 a month.

A friend of mine contacted the BT CEO after prompting by myself. A problem with his broadband that went unresolved for six weeks was fixed in two days.

I could go on but those are examples from just the last month!