Scargill

Posts Tagged ‘A sorry story of rubbish service’

It has to be said so I will.. “against my better judgement” my wife bought an HTC ONE X recently from THREE. I’d suggested an iPhone but no, she wanted Android. The move to THREE was partly my fault – as I’d ditched Orange as they kept backtracking with their “unlimited data” offering and generally support was useless – Indian call-centres with people working off scripts – and not very well.

I’ve had no cause to griped at THREE and to be fair the ONE X is a powerful and sleek-looking phone, but today, Maureen’s sparkly HTC ONE X decided it was ready for an operating system upgrade. We followed the simple instructions – and before long we had an updated phone.

No problems, absolutely fine – except that whereas before it was working with WIFI perfectly, now the WIFI was stone, cold dead. Nothing I could do would make it find either of our access points it had previously worked with perfectly.

So at around 5pm I rang THREE. Guess what – Indian call centre, same routine. I could tell within minutes that the guy did not know how to solve the problem – his amazing answer “well sir, we’ll have to restore the phone to factory settings” – in this day and age – do people REALLY find this acceptable? All your settings gone – all your apps needing reloading-  it was THEIR fault the upgrade didn’t work.

The fellow decided the best way was to LOGMEIN remotely to my PC (good job I had a PC). He installed the HTC Sync Centre – the idea being to backup all the files to the PC – well, it would NOT talk to the phone under any circumstances –while he was struggling, I was looking on Google –apparently this is a common failure with the HTC phones! All I got when I pointed that out was a “?”

After 4 hours he ended up telling me how to backup music etc. which I already knew – the hard way. This would not of course backup Apps or contacts – but I’d pretty much figured that out.

I thanked him and put the phone down, backed everything up (4 hours of my time is worth – well half a day!) and reset the unit to factory settings, including removing and re-inserting the SIM.  All done – all back to just-purchased status quo… but no WIFI!!

So we rang THREE up and explained. Would you believe they were offering options like sending the phone for repairs with up to 28 days downtime!!! This is a virtually new and expensive phone. You can imagine how we handled that. Right now after much shouting and bawling, we’re down to 10 days down-time – as against a replacement phone on Monday, which is what we need… not to mention compensation for all the time I spent and will spend re-installing everything – it’s being escalated to complaints and they will ring us back tomorrow. What a USELESS BUNCH.  A phone that can’t handle an update and a company that don’t know what to do about it. This would NEVER happen with Apple – I’ve upgraded my iPhone and iPad umpteen times without a single hitch!! I’ve also had stuff out of warranty replaced at the Apple store without question. Customer first.

Update 30/8/2012 – Only after getting stroppy with customer services did we eventually get them to agree to send an envelope to arrive Monday – with a “promise” verbally and “we will try” in writing to return the phone in 5 days. The PROBLEM is if they don’t find a fault they want to charge £20 !!! 

Here’s the deal, we went to the market today and lo and behold the WIFI started working – great – went home – as we approached home – one of our WIFI signals started to work – GOODNESS…. but by the time we got up the hill to the house – the signal had vanished. In the living room with the router – nothing – not a SAUSAGE. By now I was beginning to have ideas – so I went to the bedroom at the far end of the house – CONNECT. I did a series of APP downloads – flawless. I then walked back downstairs to the living room where the signal originates and unbelievably – the signal got weaker – and eventually disappeared as I got to the living room.

I can and will REPEAT this and put a video on YouTube – because otherwise tech support at Three won’t believe me.