Continuation of My 3 Bill Shock - Part 2

Just got an email from 3 customer care this morning. They apologized for the inconvenience and has put a request to place credit into my account within 24-48 hours. We'll see if they will do their work this time...

They said "We sincerely regret for the inconveniences and thank you for your patience."

I replied, "I also sincerely hope this case can be put to close as I am too tired to explain same thing again and again." I actually wanted to say this too "FYI, I don't have any patience left anymore". But I decided not to.

This experience really got me thinking. 3 is the cheapest one. But if they keep pissing me off like this, should I go with the cheapest one, or should I go with the one giving me less headache?

*thinking...*

Continuation of My 3 Bill Shock

I'm so damn sleepy now, but I think I better write this down first, if not my list of things to blog will just grow longer T_T *yawn..*

Anyway, remember my Haggling Day post over 2 months ago? 1 of them was about me being charged $71 eventhough I'm on $29 cap, with the reason of data excess. For complete details, please see the related post (I'm too tired explaining, you'll know why in a second).

So, after I went to the store, I made a phone to 3 customer care. Give me a break, define care -_-" First call, I explained everything blablabla.... and the guy tried to check it for me. The guy was polite so I was trying my best to contain my anger for being charged a lot. Before the guy finished checking, the line dropped.. -_-" and so my jaw -_-" I waited for 5 minutes, hoping he would call me back. Come on, you've got my number, shouldn't you call me back??? I didn't know YOUR direct number. And even if I got ur name, you didn't give me last name. How many people can have same name as you? can be none, can be hundred too!!!! Anyway, he didn't call me back.

So I called them again. This time a girl picked it up. Nice girl, I explained EVERYTHING again. And she tried to transfer me to the guy.

I was then transferred to a guy, but it turned out that he wasn't the guy I spoke to the very first time. Now count, how many times have I explained this case? 3 times!!! This 3rd guy checked and said he can't tell me what used up my data, but it was correct. -_- HOW CAN YOU SAY SOMETHING IS CORRECT if you CAN'T SEE WHAT IT WAS?????????????? but again, this guy was pretty polite, so I tried my BEST to be polite too. I kept not accepting his reasoning since 1. I don't use my 3g data connection much. 2. I use my wireless at home from TPG (Thank god it's not 3 or Vodafone -_-). He then transferred me to his supervisor.

Maybe 3 doesn't keep call log history. Because I had to explain AGAIN to this supervisor for the how many times? FORTH times -_- now you know why I didn't want to explain everything again. But this guy was the worst. He kept insisting saying it was my facebook or my wireless doesn't work. Well, hello???? I have unlimited facebook FYI since you obviously didn't check my account. AND, I am not that stupid to watch those videos or click on all those shared links. And 2nd, my wireless works perfectly fine. See what his problem is? He can't see what I downloaded or visited, but he was more than 100% sure it was MY issue. WHY CAN'T YOU BE WRONG. And then he offered me content pack! GREAT. I then said, okay, i'll log off facebook from now on, so if it happens again you can't say it's because of facebook. And then he said "Yes. If it happens again, then it must be your handset problem." What the????????? And then he added "Or our system, and then we will investigate that time." 1. So mistakes always happen on customers' side, 3 is always right. 2. So, even if 3 is wrong, basically I have to experience this many times before being investigated properly? Now I know how you work. Which makes me remember, back on my first year with 3, I got charged content pack for more than a year eventhough I cancelled it on my 4th month. When I called asking, I got 10 bucks refund max if I recall correctly. Eventhough I got charged for 12 times $3 at least. Just because my friends was working in call center field during that period that I let it go, but really I shouldn't have. But yeah, that's how you work I guess, back then and then now.

I was soooooooooooooooooooooooooooooooooo pissed off so I wrote a formal complaint and lodged it on 3 website. I believe it was more than 1 A4 paper long. I wasn't expecting reply. But I was determined to not continue with 3 or Vodafone after my contract finishes.
2 days after that, I got a reply, this is a snapshot of it:

"As mentioned in the earlier email that if you are using a wifi connection to connect to the internet please make sure the internet on your phone is switched off. We sincerely apologize for the inconvenience caused as we are unable to help with the exact usage done and hope that the above mentioned information will come in handy.

We have checked the price plan as you are on $29.00 cap and it gives you 200mb of data allowance and accessing facebook is free however, if there are any picture uploaded or any video that you friends have uploaded and you are watching the video the time it is buffering is the time its downloading from the server and the data allowance is taken from the 200mb data allowance ir you are charged if there is no data allowance remaining.

Please be aware that you are our valuable customer and we look forward for your co-operation and continued patronage. . Hence, as a goodwill gesture, we'd like to offer you a credit of $50.00.

If we can assist you further, please contact us again via email or call 3 Care on 13 33 20."
And they still going on about facebook and wireless. Eventhough I mentioned soooooo many times that I don't watch videos and always make sure my wireless is on before using internet. I replied saying that and said thanks anyway.

I got that email on 2 Sep 2011. Today is 4 Nov 2011 and I haven't received that credit -_-"" were they just lying hoping I'll forget?? I replied to that same email and asked about the credit. No reply until today. This afternoon I copy pasted my email into that complaint tool again.

We'll see if they will every respond. I really don't know how to deal with them anymore. Just pissing me off -_-

Good night!

Haggling Day

Quick post just to commemorate my haggling day -_-

I had to make phone calls to energy supplier companies today since my energy contracts are finishing soon. I spent 30 min on the phone, which was not too bad since i was calling 2 different companies, but most of the time I was put on hold. Origin was not too bad, their on hold messages were actually tips on how to save money on your energy bills i.e. turning off appliances rather than putting it on stand by. AGL was "One of our operators will be with you shortly" repeatedly with like 10 seconds gap in between. It was loud too. I had to turn my phone volume down a bit.

But at least my effort was rewarded!! After days researching and comparing gas and electricity rates of numerous companies including Integral, Dodo, AGL, Energy Australia, Origin, TRU, and something that I can't remember but has blue in their logo, spending my lunch breaks researching, late night bill analysing, I finally got the best deal out of AGL ^^ Well.. i hope so lol :P They offered me the highest discount, and I was already tired researching so yeah sign me up please lol :P But I still have 10 days cooling off period, so if you know anything cheaper than AGL, please do tell me, I'd very appreciate it :)

And then, my 3 bill last month was $71 -_- I'm on 29 cap, so seeing $71 was a surprise for me. I know you guys out there spend A LOT of money on mobile and $29 cap is not enough, but for me $29 is sometimes more than enough. I looked at the bill and found out that it was because i was over my data usage by 170 MB??????? What did I download??? I didn't download anything!! I downloaded manga yes, but only at home and I always use my wireless internet connection. Same thing with apps, I download most if not all my apps at home...there must be a mistake.. also, it was stated that I used up to 100 mb just on 17 Jun. THAT IS WEIRD :/ 1 day of 100 MB???

So I went to 3 store QVB after being convinced my colleague to complain. They say it can be sorted out in the store anyway, no need to call customer care and wait for a long time. But when I told the manager (I assumed he was the manager since he was the only one staying at the register for a long time staring at the monitor) about my issue, hm..
1. He didn't really pay attention or looked at my bills seriously.
2. He straight away say I can't check your usage here, we don't have the capability to check it in our system, so you better call 3 care and they can check it out for you.
3. He didn't ask if I knew the number.
4. He didn't seem he cared

I'm not too happy about him :/ I should have answered the poll thingy on the counter. It's okay if he can't check it, but his face and attitude didn't show me that he actually cared about what I was asking him. It was like "Well... I can't check it here, so just call customer care." that kind of attitude? *sigh

Oh well, at least my waiting time was less than 5 min. Last time I went to the store, I was standing there for 10 minutes before someone actually said hi to me. And 2 of the staffs were actually hanging around the counter chatting. Eh wait... it was the QVB store again... why did I go back there? Coz that's the closest one after I got off the bus.. right.... well obviously not because of their good service lol :p

And that was a quick post :P

Good night everyone! :)