Three UK Complaints - Contacts

[Yourhavingalaugh]

Complaints:

My girlfriend had issues with the network service & the handset provided over a period of approx 3 months in excess of a year ago. Having no sucess with the call centre, I checked out a number of forums & checked Hutchisons websites for contacts.

An email was issued to the first 3 email addresses below for Three UK & after approx 48 hours she received a call, the handset was replaced & a follow up call from Three received seeking feedback. All problems resolved (however at the end of the contract period, the business was taken elshwhere!)

If it had not been resolved after the first email, a further email (as details below) would have been issued.

Listed below is the information collated together which hopefully maybe of assistance to users:

Send detailed emails – in the subject row state: Hutchison 3G Complaint – Account No: …………..

As with all complaints, be firm but not abusive, the content of the email should state the problem, in this instance of the service or the handset (list model number), length of time of the problem, how you have tried to report matters with them etc, also list dates, times & names of personnel of which you have spoken to. End the email stating that you expect their reply at the earliest opportunity but no later than 48 hours of email issue (don’t forget to list down a contact number)

If you get no response, send email No 2 and copy those listed below. Add additional wording that you have received no reply despite previous verbal & email communications and you need an urgent reply to resolve the issues.

If still no reply ………., think of an alternative strategy, but don’t let them get you down! :rolleyes:

Email Contacts:

Send first email to 1, 2 & 3 – if no reply within 48 hours forward the same email with additional wording and copy in 4, 5, 6, 7 & 8 – Hopefully you should get a call back!!!

1. executive.office@three.co.uk (UK Customer Services)
2. mark.rigby@three.co.uk (UK Media Contact)
3. edward.brewster@three.co.uk (UK Media Contact)
4. matt.peacock@ofcom.org.uk (Ofcom Communications Director)
5. laurac@hwl.com.hk (Parent Company Media Contact)
6. euginiek@hwl.com.hk (Parent Company Media Contact)
7. jeremyl@hwl.com.hk (Parent Company Media Contact)
8. contactckh@ckh.com.hk (Overall Holding Company)

Ofcom is the independent regulator and competition authority for the UK communications industries, with responsibilities across television, radio, telecommunications and wireless communications services
Website: www.ofcom.org.uk

Matt Peacock, Communications Director – Email: matt.peacock@ofcom.org.uk
Media Contacts:

Hutchison 3G UK Limited - Media Contacts:

Mr Rigby, Mark Mr Brewster, Edward
Tel: (44-20) 7350 5696 Tel: (44-20) 7350 5696
Fax: (44-20) 7350 5707 Fax: (44-20) 7350 5681
Email: mark.rigby@three.co.uk Email: edward.brewster@three.co.uk


Hutchison Whampoa Limited - Parent Company of Hutchison Telecommunications in Hong Kong - Media Contacts:

Ms Cheung, Laura Ms Kwok, Euginie
Tel: (852) 2128 1289 Tel: (852) 2128 1343
Fax: (852) 2128 1766 Fax: (852) 2128 1766
Email: laurac@hwl.com.hk Email: euginiek@hwl.com.hk


Mr Lau, Jeremy
Tel: (852) 2128 1370
Fax: (852) 2128 1766
Email: jeremyl@hwl.com.hk

Cheung Kong (Holdings) Ltd – Overall Holding Company:

Email: contactckh@ckh.com.hk

Hutchison 3G UK Address & Contact:
Hutchinson 3G, Spare House, 20 Grensell Road, Maidenhead, SL6 1EH. Tel No: ?
Mr Bob Fuller – Managing Director

Parent Company In Hong Kong Address & Contact:

Hutchison Telecommunications International Limited, 18/F, Two Harbourfront, 22 Tak Fung Street
Hunghom, Kowloon, Hong Kong
Web site: http://www.htil.com/eng/global/home.php
Mr Canning Fox - Chairman

Parent Company of Hutchison Telecommunications in Hong Kong & Contact:

Hutchison Whampoa Limited, 22/F Hutchison House, 10 Harcourt Road, Hong Kong.
Web site: www.hutchison-whampoa.com/eng/index.htm
Mr Canning Fox - Group Managing Director
Mr LI Ka-shing – Group Chairman

Holding Company of Hutchison Whampoa in Hong Kong & Contact:

Cheung Kong (Holdings) Ltd, 7th Floor, Cheung Kong Center, 2 Queen's Road, Central, Hong Kong, Phone: (212) 815-2345, Fax: (212) 571-3050. Email: contactckh@ckh.com.hk
Web Site: http://www.ckh.com.hk
Mr LI Tzar Kuoi, Victor - Managing Director (Son of Chairman)
Mr LI Ka-shing - Group Chairman & majority shareholder

[3GScottishUser]

Hi welcome to Talk3g.co.uk.

A very comprehensive list that hopefully most wont have to fully explore to get satisfaction.

Good work!!

[Hands0n]

Damn! Its almost worth taking out a new contract on 3, very tempting indeed :D

What an excellent post Yourhavingalaugh - what an entrance, this man has style :D

[solo12002]

" Ofcom is the independent regulator and competition authority for the UK communications industries"

Oh is that what its claimed they do? Ask most users and you find the option is they lack teeth to do anything or are in the pockets of the networks.

[Hands0n]

Don't OFCOM host the MNO cartel dinners?

[solo12002]

Ok guys Im sure someone will tell me off but :

Mark Rigby is on leave until 8th January (inc). For media matters relating to 3UK, please contact Hugh Davies:

hugh.davies@three.co.uk
mobile 07782 325 923

If you wish to contact Mark on a personal matter in the meantime, he can be reached at:

Rigby.mark@yahoo.co.uk
Mobile 07782 329 433

LOL Ive just spotted hes no turned out of office off, leave untill 8th jan. ffs thats over a month ago, I wonder if hes back!!

[haterofthree]

Okay, this is funny......

I read yourhavingalaugh's post as I wanted advice on how to get my money back after three charged me for "failed downloads". So I sent an email to the first three addresses as advised. I got two no such addresses replies and one very fast reply from executive office saying "Thank you for your e-mail highlighting your concerns. This has been forwarded to the correct department for investigation. Your e-mail has been forwarded to customer.services@3mail.com" I held out some hope!

SO I wrote: "I have already spent an exhausting twelve minutes on the phone to customer services. I got nowhere. That is why I emailed you."

and they wrote: "Thank you for your e-mail highlighting your concerns. This has been forwarded to the correct department for investigation. Your e-mail has been forwarded to customer.services@3mail.com"

So I wrote: "Is there anybody out there?"

and they wrote "Thank you for your e-mail highlighting your concerns. This has been forwarded to the correct department for investigation. Your e-mail has been forwarded to customer.services@3mail.com"

So I wrote: "Boo!"

and guess what they wrote? Yep, they wrote "Thank you for your e-mail highlighting your concerns. This has been forwarded to the correct department for investigation. Your e-mail has been forwarded to customer.services@3mail.com"

What a joke eh?

[Ben]

Sounds like they've got a very chatty auto-responder. But hey, someone'll have a giggle when they read all your emails! :D

[Not Happy]

I personally will NEVER use 3 again.

Unexplained charges and demands for money which call centre operatives cannot explain and have no record of but which are sent in ever more threatening letters...

For anyone who is trying to complain...

Try this number which, which is in the UK!!!! 01628765000

From here you can ask for:

Ian McLuckie (customer service Director)
Simon Kirby (Head of service and customer experience)
Tony Sidhu (Head of Service Delivery)
Justin Bull (Customer service delivery manager)

Or any of the other names that are mentioned above.

Hopefully one of these people can help but if not then it should just be fun to make them sweat when they have to come face-to-face with a real live customer

You should also be able to email them once you have names as the email address follows a stnadard format. eg simon.kirby@3mail.com, tony.sidhu@3mail.com

Hope this helps

[Hands0n]

It is really and truly sad that 3 are;
(a) still up to their old tricks and
(b) that they are able to generate so much ill-will in their customers.

Kevin, if you are reading this please, pretty please, get rid of your Indian Call Centre and put some excellence where it belongs. Otherwise all that superb work you have done so far will be for nought. And that would be a crying shame.

[Not Happy]

Further to above posting - email addresses are actually firstname.secondname@three.co.uk

[chajun]

Having spent best part of 12 months sorting out a "3" mega billing Muck up!!!!!
my wife and I 18mnth contracts expire on 7th July 2008 I was advised by their customer service dept to speak to the upgrade dept anytime between 25th May -7th june to find out what super ofers were available to us if we decided to stay with them. This I have just done and begrudginly there is only one offer which I am sure is available anyway in their shops.

Mix and match 300 @£15 per month for 18 months again. Anybody have any coments/ info about offers being made to other customers.
Thanks

I think the P is being taken!!!

[david33]

Very good job Yourhavingalaugh.

I think a lot of us have good reasons to sue Hutchison 3G, for different reasons. Is there any consumers union in UK that dispatch the complaints?

[phil8715]

Another contact for you

Simon Irving Executive Office

[trevorlf]

none off email contacts work they bounce back. The UK ones

[Ben]

Probably flooded with complaints ;)