As you read in the title, this is a review/rant of the mobile company 3.
I must say I have never talked to a customer support service that is more clueless. The whole process was entirely fucked up. Let me explain why I say this:
My issue:
On the three phones that I have previously owned there was a tab known as Planet 3 where you could could access at the push of a soft key that enabled you to access special features such as free internet (including news, entertainment, games, etc), as well as checked account balances. However, on my new phone I did not have Planet 3. So I wanted to know how I could get it.
I believe this is the European version of Planet 3. Unfortunately its one of the best pictures I could get of it. Notice how its the same brand as my phone...
The first contact with an alien species:I spoke with the salesperson in store, and was told to ring 13 33 20. So I did.
I have no real issue with speaking with Indians and so forth when I call tech support. Sure, they are paid dirt cheap. Sure sometimes they know exactly how to fix things. But for God's Sakes at least speak english clear enough to be understood. Speak it well enough that when we speak to you, you understand what we actually say. If you are this bad, just employ me to teach you how to speak english.
Having said that, let me continue.
After much debate as to whether I was classified as mobile broadband (as in the usb portable modems not actual "modem broadband" or an issue with my account and payment. My issue being neither of these I really had to wonder which one to honestly select.
Questionaire answer: B! I picked Account and Payments.
There I spoke with a lady who asked me my name, phone number, and account pin. Fair enoough. Only I didn't know my account pin, because that was something I set up over a year ago and never again used.
Another non-important issue emerges from the first:When I told her I didn't know it, she simply told me that she could not help me what so ever.
So I asked her what the process was to recover this Pin number. She told me there wasn't one.
Questionaire question: Why does a company make you select a pin that you never use, and then provide you no option to recover lost (or more so forgotten) pins.
Questionaire answer: They dont!
I finally managed to ask her whether, if I answered a few questions, she could tell me the Pin or make a temporary pin. Having said this, she agreed. I had to tell her my full name, my address, and my home telephone. Now what's the point of having this pin if the information to be provided that pin is so damn easy. It's just to slow up someone from accessing my phone details. Almost anyone can answer that stuff...
The species evolve to using tools:So I was transferred to Tech support. The previous lady I spoke to had no clue what I was talking about. But she did inform me that Tech Support knew all about these problems, and they were guaranteed to fix my issue.
Questionaire answer: They were far from guaranteed. If I bet her 100 bucks, she would have lost every cent, dollar, dime and pence.
The tech support guy then asked me for my name, my address and my secret pin.
Note: my secret pin is no longer a secret; I told the tech support guy it.
After that, I told him that I wanted planet 3 on my mobile. He proceeded to ask my why I didn't have it on my phone, and why I had deleted it. I told him that I had purchased my new phone, put my old sim card into my new phone and that it had never came up.
He next asked me where I got my phone. Not wanting to go into a big story about how I imported my Sony Ericsson Xperia, I simply said that I brought it whilst I was overseas. After asking me this question, he proceeded to ask me if I "brought the phone in a three store in Australia"...
...
(am I the only one who feels like they are talking to an idiot????
The tools break:Now after explaining to the guy several times what my issue was, and where I brought the phone. He began telling me that Planet 3 doesn't exist.
Did you not see that picture up there?
Read here: http://www.lifehacker.com.au/tips/2008/10/21/3_revamps_planet_3_design.html. It exists!
Read here: The very official Three Home Website: http://www.three.com.au/cs/ContentServer?c=Page&pagename=Three/Page/BusinessVideoCallingTemplate&cid=1221530681681. It exists!
So I ask you, does it exist. Yes it does!
They fail knowledge check to make village into city:So when I began asking him, if the Planet 3 feature is in fact part of the ROM (meaning its one of another million bastardized ROMS in Australia) or a program, he fails to answer at all - in fact he attempts to change topic.
These are the people that fix your phones when they are broken. Yes, my faith in humanity has been restored. Our specialists are getting cheaper, and less specialized by the minute.
Please hold for one minute... I am not transferring you to Mobile Internet Department. Please hold for one minute... ...Hello, this is the Mobile Internet Department. We chage a surchage on your standard phone rates, to steal your money. We also waste your time by not answering your questions. So please, go cry under your bed covers. 
The Mobile Internet Department suggested that I should register for the website my.three.com.au. Well, to point out, I had registered on this website - like a year back.
When I said this, and mentioned that I was also logged on, she told me I had to register again. So I tried to, following her instructions. And I got this error: Account number already registered.

So she was instantly like "OH! You have already registered!"
Can I serioulsy state that I wanted to shout out "No Dah!" (
Note: may be pronouced differently according to accent, try saying it in different ways...)
My issue - updated:
So I decided if I couldn't get planet 3, I wanted to see how much credit I had for calls, how much credit I had for spending on Planet 3 services such as games (even if I couldn't access it) and how much internet usage I had left for the month. There are, after all, stuff that I paid for.
She showed me where I can view my account status (which I will point out is the default page your taken to when you log in). I could see my credit, my skype minutes (which became ineffective as I am no longer on that deal - yet I still have them), and thats it. So I asked her to change the settings so that I could see the other details. I know this is possible, because on my previous deal I had to get them to do this so I could see my skype minutes. She either couldn't understand the question I was asking her, or she purposely refused to understand.
That sounds so odd. But its not that hard.
The species fails to impress God:So God, in this case me as I am their 'theoretical' employeer, was failed to be impressed. Very far from being impressed.
Overall, this huge ass blog was needing to be written. Because people deserve to know about both the goods and bads of an organisation, company, or whatever.
Overall:Good
- Quick answer - wasn't put on hold for too long
Bad:
- Didn't seem to know anything at all in terms of mobile support. Perhaps they should reconsider a career into something they know more about.