Qualcomm and Teleepoch
Enter Into a 3G CDMA Subscriber Unit License Agreement, October
6, 2007
MTN chooses Cambridge Broadband
Networks for multi-service wireless network in Rwanda, October 6,
2007
Brazilian government to
publish 3G bidding rules soon, October 6, 2007
KTF 3G service suffers
from technical problems, October 6, 2007
Argentina’s Personal
lunches 3G service in Rosario, October 6, 2007
Russia has it's first 3G
network, October 6, 2007
AT&T could drop Alcatel-Lucent
as 3G mobile network supplier, October 6, 2007
Enea Extends License Agreement
with ZTE for 3G Handsets, October 2, 2007
LG to unveil premium handsets
in Brazil, October 2, 2007
KTF 3G subscribers doubled
in less than 3 months, October 2, 2007
3G policy in India will
be non-uniform, October 2, 2007
- previous news
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Former Oz staff slams 3
December 8, 2003
Poor technical support, ignoring customer complaints and inconsistent
coverage were some of the comments made by former call centre staffs at
3 Australia, the Australian press reported. Staffs at the Brisbane call
centre were laid off when Hutchison moved the service to India. Former
staffs said they could do little to help customers if they had bad service
or network problems.
A former staff said the call operators in India would log complaints
but did not attempt to follow up the problem. Even the company's warehouse
regularly ignored requests for replacement handsets.
Another former staff said lodging a fault report was a waste of time,
because it would not be resolved for some time. He criticised the slowness
of technical support meaning that there were major delays in fixing faults.
He revealed calls were marked as resolved even when they were not.
Hutchison would also give call centre staffs scripts to read explaining
that the customer's problem was unique to them, and was unexpected.
"We had scripts to say to the customer that it was a new company,
and it was equivalent to the problems of the GSM launch," one former
staff said.
The script would say that GSM networks had the same problems at launch,
that 3 was trying the fix the problem and the unexpected problem would
be fixed soon.
Another scenario would be that Hutchison had sacrificed strong coverage
for geographic area, spreading its towers thinly so it could cover a wider
area. This would then result in lots of drop calls for customers in high
attitude places, as the signal would be weaker.
Store staffs were also criticised because they give out wrong information
and brushed over coverage issues. Customers would be shown the coverage
map to see were the blackspots are. But coverage areas change regularly
and customers may have coverage one week but would not the next.
"The stores would sell a phone to a customer even if they were five
metres from a blackspot," one staff said, "The minute it starts
raining, of course, the coverage decreases."
Hutchison stakeholder relations director Steve Wright rejected the claims,
"It is difficult for a company to comment on allegations in the media
by former short-term temporary contract workers."
"The service we have delivered to customers has been strongly improving
in recent times. Customer complaints are resolved, or we provide them
with the opportunity to leave the service at no cost if they feel they
have not been resolved."
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3G Motorola A920
