I never thought I would experience customer service like this, in all the horrible experiences I have received, this just about takes the award, the prize the most triumphant of all piss poor customer relations.
To set the scene, I bought a +Motorola Mobility Moto G for my daughter for Xmas, and a SIM from 3 +Three UK . Since we do a fair amount of travelling the 3 deal where you can use your SIM overseas in countries such as the US and not get charged for data, seemed like a great deal - unlimited data, 5000 texts and 3000 mins for £15. Pretty good all in all.
I tried out a 3 SIM in the handset when I got the phone and it found the network etc - without any further testing I wrapped up her gift ready for Christmas.
Now it all goes downhill, from January there was no HSPA+ or any other data network on the handset of any kind. Texting also didn't work either.
So on the phone to 3 and they suggested it was a faulty SIM, fair enough, so off to the store I go. Lucky for me there is a store local close by where everyone speaks English with good competence at least. The guy in the store couldn't be more helpful, swapped the SIM and after 15-20mins I get full network - yippee .... so I thought, now I can't text and the phone can't see what its own number is from the SIM. Hummm bit of an issue that.
3 couldn't fix this in store so I was left in the hands of the call centre who, unlike the local store, struggled with any form of English. I tried all accents (yes even my own) and they still struggled to grasp the issue at hand.
After explaining the issue, I was told the problem was in fact a "Hangout" issue - now the Moto G I have has Kit Kat so there is no option for anything else, the message option has gone in this version of Android. Again explained that to the "Technical" personnel Hangouts IS the default option and that SMS via Hangouts works perfectly fine on 3 on my Google Nexus 5, a handset 3 themselves sell in store. Imagine to my amazement when the rep tells me that Hangout SMS is a third part app and they don't support it. When I challenged her on that nugget of misinformation she replied with "We don't support Kit Kat Hangouts, that's down to Google" - Its not Hangout that's the issue here its the lack of SMS !!
I repeatedly asked 3 to confirm with her that 3 do not support Android Kit Kat in that case and time and time again she said "Yes that's correct we (3) do not support Android Kit Kat."
Regardless if that's true or not, the way the network treats their customers is a disgrace, she followed that up with, "I speak to the most intelligent people in the world, I know what I'm talking about" then followed with "Its what I'm paid to do". Clearly 3 are not paying much for its staff overseas....
If she is working on the telephone I suggested that the "most intelligent people" bar hasn't been set very high, and shes either giving me a massive compliment or just being rude. Due to her lack of knowing the difference between Kit Kat and Jelly Bean would tell me she shouldn't have a job talking to people. Thicko.
In this open complaint to 3, you need to a) fix my issue or b) release me from the contract. Your customer service team have agreed that they cant support messaging via Hangouts, which is like Ford saying they wont support your car because you took the upgraded wheel option.
I have a massive axe to grind with poor customer service, on that basis I have posted this up, and will send a letter to OFCOM. If you are reading this thinking of going to three then turn around and head to +T-Mobile UK instead.
This entire call wouldn't have looked out of place on Fonejacker, the popular channel 4 show that features windups. Upgrade your internet providings ?