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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Customers inflamed over 3UK's poor customer service
October 3, 2003
Many subscribers to Three's 3G service have experience problems of some
kind and would have relied on the customer service (CS) for advice. Unfortunately,
callers' description of the CS ranges from 'poor' to 'diabolical' and
even words I dare not use in this article. Many feel it has improved (around
62% in the 3Gnewsroom.com poll) over the last few months.
At first, technical questions were not handled very well such as whether
the NEC e606 supported Bluetooth. Mixed answers were given: 'yes', 'no'
and 'sometime in the future'. In one incidence a user only had sound coming
out of one ear piece from the handsfree kit on the Motorola A830 when
watching videoclips but worked fine when listening to music. Asked whether
this was normal the CS relied 'yes' while the correct answer should have
been 'no'.
The response time has been a major issue in the past and callers have
endured waits of 30 minutes or more. On the few occasions I have called
them in the past, I had to be put in a queue and waited between 10 to
15 minutes. This is insignificant compared with other users who shared
their customer service experience in the 3GNewsroom forum. As I've been
facing some problems with my 3UK service recently I decided to ring the
3 customer service. Luckily I got to speak with one of the staff rather
swiftly, so the response time seems to have improved.
Drop calls has been a reason why some subscribers return their handsets
and also a reason why users call the CS. The staff on the other end of
the call has no control over the coverage problem and cannot help much
but to advice that the network is still being rollout and once it is complete
you won't want to leave Three. We heard that for sometime now and there
is no indication when the network will be 'complete'. It doesn't give
much comfort or advice for users.
The India established CS, which can employ staffs for less, prompts the
language barrier issue. At times their English is not very understandable
and the ones that you do understand you feel they must have learnt the
lines and repeated it to almost every caller they spoken to.
Few feel sympathy for Three. After all, those who pay £59.99 or
more a month believe they are not getting the service they anticipated.
With so many problems how would anyone be able to take advantage of the
monthly inclusive minutes. Launching a less than half built network can
only mean disaster. The network, even with existing 2G network as backup,
is inadequate to cope with the most basic mobile phone function, voice
calls. Three CS advises that users lock their phone to a 2G network for
more reliable voice calls but will have to sacrifice 3G services.
The 'dreadful' and 'unhelpful' customer service has meant subscribers
giving up on Three and returning their handsets back. The staffs cannot
help much with drop call problems but the rest of the queries are handled
reasonably well. If Three is keen on keeping potential customers, the
network and CS should be something they should urgently address.
by David Yuen
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3G Motorola A920
