3 mobile broadband at PC world (Beware)

This new mobile broadband offer from PC world looks great i say to myself as im shopping in PC world this thur, but whats the catch free laptop with mobile broad band with 5gig download limit sounds to good to be true.

So i ask a member of staff for some information, It all seems straight forward and fair and still a good offer (The main point to consider is the staff member explained to me that internet browsing was free 24 hours a day just like home broadband, and that there was a lengthy cancellation period).

It was late and i was impressed so i decided to sign up there but it being PC world none of the laptops on display that i wanted was in stock. So i shopped around the next day and found PC world with 3 was best offer, so i went back signed up and was told again that surfing was unlimited i also convinced a friend of the offer (Sorry Phil) and he signed being told the same thing about web browsing.

I got home that night and was pleased a punch with service. The laptop was great (Compaq) and the internet was exceptional (much better than expected i thought it would be patchy) with good speeds reaching 130Kbs on one download not bad considering. Although when i looked i was supplied that no information on price plans, cancellation terms and most unbelievable they didn't include me with my copy of the contract.

All was good until Mon 48 hours after activation and i get a message from 3 stating i had used up all my internet allowances. What the hell i think that can't be possible, i had only downloaded about 2.5gig of data i should still have 2.5gig left. So i removed the dongle modem and contacted 3 for an explanation.

In all fairness to 3 they got back to me very quickly although it was not helpful. The individual was friendly enough (although hard to understand (why use people with strong accents its such a struggle to communicate but i diverge thats another more complicated topic)) and helpfully informed me that not only web browsing but simply being connected to the internet taken from your usage. I couldn't believe it three members of staff had lied about the service, this i explained but the 3 contact simply said they were wrong and offered no solution. Then i asked how the hell i had used 2.5gig even if i was connected and viewing web pages for 48 hours straight i wouldn't use up that amount, He simply replied i had used a large amount, i asked on what to which he said i should register with 3 and they will display all information on the website.


I went back on the internet to register with three and had another message from them stating i now owed £10.35 (had no supplied information on how to register and nothing clear on the site). How is that even possible i had the modem in the box and the laptop closed down and only 2 hours had passed. I was fumming mad and contacted 3 again (but i have always been polite and reasonable during all communications)

I explained all the above and was offered no explanation or solution. I stated i was happy with the internet service and would be happy to continue the contract if we could start from fresh with me being in full possession of the information on the service and an explanation on my internet usage (not unreasonable i thought), this option was completely ignored and i was told it couldn't be done (im sure they could if they cared). So i explained i was still in my cooling of period and i want to cancel. I was them informed that they couldn't cancel my contract i would have to contact PC world, I was suspicious as the contract was with 3 but 3 explained that PC world had miss sold me the agreement and the fault was with them.

So after that phone call i go to the PC world were i bought the service and again explained the above (To three different members of staff before i got the line manager). I explained how it was miss advertised and the lack of supplied information. Well guess what surprise surprise they refused to take it back completely ignoring and discounting the lies that were told to sell the contract. I was told that the contract was with 3 and had nothing to do with them they were just the agents, i was only informed that there was only a three day cancellation period again after being told by PC world that i had a fortnight (Arrrrrrrrg !!)

I was really beginning to lose my ragg and i asked if "3 says your responsible and you say they are what the hell am i supposed to do" and the manager simply repeated that i will have to contact 3. So i asked if he could contacted them for me to sort it out to which he replied that he couldn't (I could of punched him), if your acting as 3 agents why would you not be able to communicate with them , your acting as a middle man it is your job to communicate between customer and provider. This he simply choose to ignore and reiterate that he couldn't contact 3 (Lies, lies, lies (They didn't even offer to suppley me with my contract what a ****)).

So i have contacted 3 for a third time and guess what they are saying to go to the dealers that they cant cancel my contract or help in any way. all they these people do is pass the problem off to another department.

I will get back with the results but don't hold your breath and don't shop at PC world or trust what the staff says its just lies. Three has terrible service.

Forgot to add if anyone has a solution to my problem could u post.

My next stop is the trading standards, and local press as well as to as many forums as i can. I will make sure people know how awkward they are to there customers

[matthew]

Best thing to do is complain to trading standards, thats my advice, ive never had a problem like this but have heard many people have.
One thing which ive seen quite often is that neiver companys will take the blame, and will tell you to go somewhere else, just wastes your time, they hope that u will just give up, or call numbers wich charge premium rates.

One of my family members, who doesnt know anything about computers, wanted to me to go with her to comet to pick a laptop for her, with good specs and everything, a sales man came over and i asked a few questions, like how much ram does the laptop have, he didnt know, so he looked on the box each time, for the specs, and after each question i said he said its a very fast laptop, perfect for what you will use it for, we never told him what we wanted one for, and anyways in my opionon the laptop had the worst specs for the money i had ever seen, i even noticed him tell some lies to make us buy it, then he said something which i knew was not true, i cant remeber what it was, but then i said well thats a lie. He just said oh yeh, sorry my mistake. like he didnt mean to say it, they all the same try and make you buy it.

The contract that you have been sold is the responsibility of the PC World store that you took it out with! as they are the ones that miss sold you the item in question (Three do not as yet sell a broadband with free laptop and they are only supplying the dongle and broadband) If the salesperson told you that the broadband was unlimited then this was incorrect information as all mbb packages have a USAGE allowance (1gb,3gb,5gb, or 7gb depending on the contract sold) this relates to all traffic sent and received over your system. There are a few ways that you can check what you have used! when you launch the dongle the box that comes up with the connect button in it has two sets of figures at the top (sent data and received data in kb) this will give you an idea of usage but a more reliable way is to go to www.three.co.uk/my3 click the register button type your mobile number (on the box the sim came in) and choose a password, this will then show you a detailed usage!
The store that supplied you with the dongle should have given you a copy of the contract (this will probable have a 24mth min term) and should have told you that you had a 3 day return period!
I hope this is of some help to you!

[Mort]

Yep, get in contact with trading standards. I don't recall which piece of UK consumer legislation covers it, but am 99% sure that PC world are liable as they're the ones who sold you the product.

I have had a similar experience with PC World, I was sold some hardware with the assurance that it would work fine with my current setup.
When it didn't and I took it back they lied and lied and refused to take it back, sadly it was my word against theirs....the moral is, get it in writing!

I am having a similar problem - although in my case, despite being assured otherwise, there is no network coverage in my area. 3 have indicated they will cancel the contract but that it needs to be done through pc world. PC world are saying it needs to be 3. I managed to speak to a manager at 3 - Mr Francis Jacques, who seems to be trying to sort the problem - but because the 14 day cancellation period has elapsed it is proving difficult. Returning the laptop or paying for it seems to be the sticking point.

PC world have a number to call which gives them the option of cancelling the contract within a 14 day period. My understanding is that as long as they are within this 14 days there is no problem, although you may have to give the laptop back. The number is 08707330500. This is the retailer support line. PC world should call this and option 3 or 4 is specifically for cancelling contracts within the 14 days.


In my case more than 14 days has elapsed - because 3 took that long to tell me I needed to go to PC world. In the interim period they told me they were dealing with it. I'll have to wait and see whether it finally gets resolved. If not then its off to trading standards.

Good luck.

If you do not have a copy of the contract then what did you sign?? A contract presumeably? PC World/3 are a pain in the arse, I have had run in's with both, but there is also a responsibility on your part not to just sign something you have not read or received a copy of.

Good Luck!!